Business Profile

Health Club

VASA Fitness

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for VASA Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

504 total complaints in the last 3 years.
182 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/03/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I requested to cancel via email in 2020 during Covid,since then I have not received any communication from **** and suddenly 11/3/22 I receive a collection letter for $1299.78. I do not believe I owe this as never did **** indicate I will continue to be charged nor have they attempted to contact me about a past due balance at anytime. Had I been contacted previously this could have been resolved.
Business Response
Date: 11/04/2022
Hello,
I have located your Membership, ****** Wallin - 1040002958916W. I apologize for any inconvenience! It looks like your Guest Privileges were cancelled in May 2020 but it does not look like we had a previous request to cancel on your Membership. We did try to contact you multiple times regarding the past due balance before the Membership was written off. After months of unpaid dues, your Membership was sent to ****** & Associates.
Customer Answer
Date: 11/04/2022

Complaint: 18355709

I am rejecting this response because: My phone number and email have not changed. The collection agency was a le to contact me on their first attempt. Please rest assured had **** contacted me, this would have been resolved as this is an unnecessary debt! I will pursue further action if we are unable to resolve.

Sincerely,

*************************
Business Response
Date: 11/04/2022
Hello,
It is our Members responsibility to ensure their contact information is correct in case VASA Fitness needs to reach out to you. As previously stated, at this point you would be responsible with paying off the balance to the collections agency.
Initial Complaint
Date:10/19/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Vasa Fitness states they have issues connecting to servers no matter if you attempt online or through the app. When you talk to a team member they state it must be done online. This has resulted in charges we have tried to cancel.
Business Response
Date: 10/19/2022
Hello,
I apologize for the inconvenience! I have located your Membership, ****************************; - 1034004669939W. It does look like it has been cancelled. Do you have proof of a prior request to cancel?
Initial Complaint
Date:10/15/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
initiated two fitness accounts with ****. The initial account payment was updated with checking and routing number with ***************** on 3/31 while establishing the second fitness account. The initial account continued to debit from incorrect account, again updated with the fitness center, which it began to debit out of my checking account, eventually some error occurred with the payments, **** states notifying me, I did not receive communication. Found out they have sent account to collection even after speaking with manager *********************** at the club, due to multiple other issues with the second account also. I cancelled the second account in 10/2022 due to the issues with the account never being resolved despite involving club manager and corporate (***** and **********). The second account was paid on as agreed. The initial account should have also been paid from same account since it was a minor account, due to there error of not debiting the checking account, even after providing information to ******, they sent my account to collections.
Business Response
Date: 10/17/2022
Hello,
I apologize for the inconvenience! I would be happy to look into this for you. Can you please provide me with the names on the two accounts that were originally signed up?
Initial Complaint
Date:10/14/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Aug 10 I signed up for an individual membership$29.45 with an additional fee( approx. $16) for a guest pass. my 12 yr old daughter was with me when signing up and we asked the age requirements which was 12 yrs old. The representative said I could add the guest pass to my individual membership for the additional fee above. I was then asked to list my family members that would join me as a guest. When I had my first withdrawal there were several unknown charges(see attachment). I called to correct this as it appears that they charged me for my guest list. Logically why would I purchase a membership for my 12 year old and if I truly was purchasing for my husband and son- wouldn't they have gone to the gym? I was mislead completely and now after 3 phone calls they are still continuing to bill me and added the cancellation fees for ****'s mistake. I went to the gym one time 8/24 with my little girl and while there I brought up that my account is listed under her name. Again I was told this is a mistake and that I need to call Corporate to update it- they also mention it was a pain to get corrected and that it wont make a difference if the contract had my daughters name as the owner. I'm very upset with the cold treatment I received on all of my calls, as I understand mistake happen but **** needs to take accountability on their staff who assist me in in the signing up. This is ALOT of money to just sweep under the rug and assume I can afford a mistake like this.
Business Response
Date: 10/17/2022
Hello!
I sincerely apologize for the inconvenience. I would be happy to make this right for you. To clarify, the only Membership that should have been created is yours, **************************; - 2546004895470W? ************************ and ****** should have just used the Guest Privileges and not had their own Memberships created?
Customer Answer
Date: 10/21/2022

Complaint: 18224018

I am rejecting this response, as I do not want to close out this complaint until we have resolved the issues at hand. Per the question on who the membership was for- only **************************** The other 3 people listed were those who I was instructed to add in order for them to join me on my guest pass. I should have only been charge for the monthly fee plus the additional fee to bring one guest.

Sincerely,

***************************
Business Response
Date: 10/24/2022
Hello,
I have gone ahead cancelled out the other 3 Memberships. It does look like the Membership **************************; - 2546004895470W, is also set to cancel. Were you wanting that to be cancelled or would you like it to remain active?
Initial Complaint
Date:10/13/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife had signed a contract for personal training services. The contract had been honored, but continued on an evergreen basis. When she wanted to cancel, she let her trainer know and the trainer told her that the contract had been cancelled.

Billing had continued so I went in to discuss with the GM. The GM mentioned there was confusion, as the trainer only put a freeze on the services. He had cancelled the contract that day, but mentioned they require a 30 day notice.

Our account has a balance of $420.00 that they say can be used towards further sessions, but not refunded. My wife is pregnant and won't be able to use these sessions. We requested a refund, but they are saying they are unable to issue a refund.
Business Response
Date: 10/14/2022
Hello,
I have located the Membership, ****** ***** - **************. Unfortunately without proof of a prior request to cancel, we are unable to refund any previous payments. However, it does look like the Personal Training has been cancelled with 10/27/22 as the last bill date.
Business Response
Date: 10/18/2022
Hello,
The agreement does state that we would need a written request to cancel. Unfortunately without a written request, we are unable to honor that.
Customer Answer
Date: 10/18/2022

Complaint: ********

I am rejecting this response because: Clients at this business don’t have access to note their accounts which constitutes the “written request” they continue to mention. The trainer received our notice but failed to properly note the account. The business should talk to the trainer that failed to properly note the account.

Sincerely,

***** ****
Initial Complaint
Date:10/07/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am feeling lost and frustrated with the experiences I've had with Vasa Fitness, their lack of communication, unclear contracts, and lack of responsibility to their own obligations.

I signed up with Vasa Fitness in April of 2022 since they were anticipated to start up in the spring. They did not open until June, which was fine... I had also signed up for personal training, and due to scheduling issues into their system, I was unable to go to my first two sessions, as things were wrong on their end. These services were paid for at $50.00 each.

I then began working with a trainer, who cancelled on me last minute twice and was pressuring me to get personal training from him outside of the gym as well. I spoke to the manager and he switched me to another trainer. I am now up to $200 in unused training sessions. They set me up with another trainer, and she just quit, and they notified me of this when I showed up to the gym for personal training.

I am not able to cancel without notice, and the gym is not held to the same standards. I am pregnant and live 36 miles from the gym, and its not worth the expense of the time and traveling to not get the services I am paying for. Due to the distance I live, and the amount I paid without services, I have been requesting to cancel service at a zero dollars as they already have the cancellation fees in unprovided services at their own fault.

The gym's GM has agreed with allowing me to cancel, and expressed that he knows that Vasa let me down, but corporate refuses to allow me to cancel.

Member # ********
Business Response
Date: 10/12/2022
Hello,
I have located your Membership, ******* ******** - **************. It looks like we did cancel out your Personal Training contract. Your Membership as well as Griffin's have been cancelled with no further billing.
Initial Complaint
Date:09/13/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When I went there to sign up they told me the other location has zero dollar sign up fee promo going on. I asked her if I could go to the other location and sign up and then switch my gym and work out at this location. She said no you cant do that. I just found out I couldve done that and saved my signup fee which was 90 dollars. Switching the gym is $25 but still wouldve saved 65 dollars. When I called customer ********************** they said no thats not possible you shouldve read the terms. When I told him it was the gym employee who gave me the wrong info he was trying to put everything on me. I mean if it was my mistake I would own up to that but gym employee clearly gave me the wrong info. I wasnt happy and when I told him to cancel my membership he said there a $25 charge to cancel. Again I wasnt told about this either and then he said you shouldve read the agreement. Dude, wtf! Do you only hire employees to give wrong info to the new members. And that fine prints in the agreement is just their way to save themselves. Why even hire people if youre not liable for them giving out wrong info. Cancelled the membership. Not happy at all. Wouldnt recommend this gym to anybody. A lot of hidden fees that are in the fine prints on the agreement.
Customer Answer
Date: 09/13/2022
I would like to get a refund from VASA fitness
Business Response
Date: 09/14/2022
Hello,
I have located your Membership, ****** Aggarwal - 1044004865869W. It does look like the cancellation has been processed and you have access to the club until 11/6/22. I apologize that the fees were not explained fully at the point of sign up. We do strive to be transparent and I apologize if this is not the case. If you would like to stay active with VASA Fitness, I would be happy to give you a free month on us.
Customer Answer
Date: 09/14/2022

Complaint: 18018178

I am rejecting this response because one month free pass, which is only 10 dollars, doesnt make up for the money I have spent. I couldve saved 89 dollars sign up fee. On top of that 49 dollars rate guarantee fee plus 25 dollars cancellation fee is news to me. I wasnt told about this either. I mean locking in a rate for some time is one thing but charging 49 dollars for the rate to stay same just doesnt make any sense. God knows what other fees might pop up that wasnt told to me. What if I workout with one of your trainers and he gives me the wrong info about something for which I might have to suffer later on? No thanks! Dont wanna take no chances with you guys anymore. I would like a refund for the sign up fee and the cancellation fee. Oh when one of your employee is giving out an information he/she is representing VASA Fitness. Instead of owning up to the mistake your customer ********************** representative was trying to pin it down on me by saying its in the contract. If you want us to go through the fine prints attain your employees to no give out any info that they dont know. They should just throw read the contract in all of your new customers faces. Why even bother telling them anything.
That being said, Im rejecting your offer for a one month free pass. Thats doesnt make up for it. I would like a refund.

Sincerely,

*****************************
Initial Complaint
Date:09/10/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I canceled my membership with **** via a telephone call approximately April or May 2021. I told them I was no longer going due to expenses. My father needed me in ******, ** due to an injury that left him paralyzed and then shortly after my cancellation he had double amputation surgery. I was needed there and could not go to nor afford a gym membership. I was contacted by the collection agency and I told them I did not have a contact with **** and was no longer a member. I asked them to please contact my mother who works in the legal field as I never signed a contact and believed I was free to stop my membership at any time. The collection agency never contacted my mom and that was the last I heard from them. I was recently notified that there was a derogatory item on my credit report. Today I checked the credit reporting agencies and found two collections for vasa. One of which was added a few days ago. I have no obligation to ****. It has been over a year since I cancelled. They should not be able to send me to a collection agency. The cancellation was right when Covid hit so nobody should be liable for a membership that they could not use. Please let me know what more I can do. This company is not living up to Their no obligation no annual membership. Both collections should be removed and restore my good credit immediately.
Business Response
Date: 09/13/2022
Hello,
I sincerely apologize for any inconvenience this has caused. It looks like you have 2 Memberships in collections, ********************; - 3368003384446W which was created in October 2020 and ********************; - 3368004040035W which was created in August 2021. It does not look like we have a previous written request to cancel on either Membership. We did attempt to contact you about the past due balances before the Memberships were written off. After months of unpaid dues, the Memberships were written off to our collections agency, ****** and Associates. Without proof of a prior request to cancel either Membership, you would be responsible for the balance owed to the collections agency.
Customer Answer
Date: 09/15/2022

Complaint: 18009477

I am rejecting this response because:

Sincerely,

***********************

i appreciate your response but how could I possibly have two accounts in collection. I only signed up by email once and never did it say I was signing a contract and I did contact you and any proof needs to be shown by you since you are indicating I was in some kind of commitment with you for two accounts. Why would you allow that to happen?

please remove those from collection. With over 190 complaints it appears that this miscommunication you is within your business is the problem.
thank you.
Business Response
Date: 09/16/2022
Hello,
As a resolve, we have closed out one of the Memberships in collections, so you will only be responsible for the one Membership. Since we do not have a prior request to cancel, you will be responsible for the balance on that account.
Initial Complaint
Date:09/04/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I stopped going to vasa fitness a few years ago but didnt have enough money to pay off the remaining balance and there there fee to cancel.about a year and a half ago I finally saved up enough to catch up my payment just so I can cancel it and I called and paid there fee and everything and then about 6 month ago they started calling me saying have a balance of like 170 the yearly charges so I called and told them I had already canceled and paid the fee and everything and all they did was try and set me up on a payment plan to pay off the balance and now there saying owe them over 200 dollars.
Business Response
Date: 09/06/2022
Hello,
I have located your Membership, *************************; - 8178002753304W. It looks like we never received a request to cancel your Membership. Your Membership was placed on a hold through the app in November 2021, but was never cancelled. After months of unpaid dues, your Membership was written off to collections. At this point, you will need to reach out to ****** and Associates at ************. I apologize for the inconvenience!
Initial Complaint
Date:08/29/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my Vasa Fitness account in December 2019. I had called earlier and they told me to call them back which I did, and was assured on that phone call that my account had been cancelled. Flash forward to present day, my husband and I are trying to buy a home and get approved for a home loan, and come to find out they never cancelled my account, but instead froze it. Now we are facing an $847 collections payment and are no longer able to get the home loan because of the **** against our credit.
Business Response
Date: 08/30/2022
Hello,
I apologize for any inconvenience! I have located your Membership, ***************; - 6228001511809W. It looks like this Membership was cancelled in 2019. Were you paying for any other Memberships at that time?
Customer Answer
Date: 08/30/2022

Complaint: 17794761

I am rejecting this response because: I believe it should be under the name *********************** not, ******************* and is still showing that I owe money.

Sincerely,

******* ***
Business Response
Date: 08/30/2022
Hello,
I have located that Membership, *****************; - 5773002649751W. It looks like you called in 2019 and we advised you of the cancel terms but you said you would call back so the Membership was never cancelled. As a resolve, we would be happy to have you pay the balance of $627.40 to us directly so it will not effect your credit. Please reach out at ************ to make that payment and we can close out the account.

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VASA Fitness is NOT a BBB Accredited Business.