Business Profile

Health Club

VASA Fitness

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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.
183 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:08/29/2022
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 Member number: ending 1210W My training is cancelled by ****, because my trainer had left There are no available trainers in VASA at all There are no available trainers in VASA for my ******** Location There are no available trainers in VASA for my 7am or 8 am hours Managers said, they cannot find me the trainers, but it is good that I am paying for PERSONAL TRAINING, that I don't have at all They agree to charge me for the Product, they don't provide By cheating, My account was placed on Automatic Renewal, that I didn't ask I was promised, by Manager ***** in the presence of My personal trainer, that my Automatic Renewal is cancelled But Vasa fitness lied There are no Personal Trainers available in the ********** because 8 out of 15 left due to underpayment for their work Manager ******, on 08. 29. 2022 told me she would probably find me the Trainer " IN SOME TIME" (weeks, days, years)Meanwhile, I have to pay for the product I never received My Social Security is 955$ dollars per month; 200$ out of this FOR NOTHING is a lot of money I cannot cancel automatic renewal, because Vasa website doesn't allow me to do this It looks like VASA fitness is abusing Elderly and other people, too Please, cancel my Contract for Personal training with **** forever Tell your CEO to steal money somewhere else.Good luck VASA fitness in cheating!
Business Response
Date: 08/30/2022
Hello,
I have located your Membership, ***************************; - 1041004551210W. It does look like the renewal portion of your Personal Training has been cancelled. The agreement was with VASA Fitness, not with one specific trainer. I apologize for the inconvenience! As previously stated, your Personal Training has been cancelled and you will not continue to be charged.
Initial Complaint
Date:08/26/2022
Type:Service or Repair 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 was scheduled for an interview at 2:30pm , specifically , verified the time on the phone with manager , *****, at the location on ******* and ******* When i came in , she had me wait 15 mins before telling me my interview was at 2, which is false. I have my brother as a witness to the phone call regarding the time. They had another girl sitting at the table next to me getting interviewed as i waited. Then she told me she wouldnt do my interview because she was busy. When in reality, she was just trying to continue her non-business related conversation with her employee behind the counter that she was having when i walked in. She was not busy at all and its completely ridiculous that she claimed she was in order to not do my interview. It was clear that she wasted my time and gas for no reason. To claim she was busy and lie to my face is really a bad look for your company. Horrible management and i wont be looking to work for **** ever in my future.
Business Response
Date: 08/29/2022
Hello,
I sincerely apologize for any negative experience you may have had. I did speak to the management at that facility and was told that the interview was scheduled for 2 PM. She was supporting her front desk employees at the time you arrived due to being short staffed. There was another interview taking place at the time you arrived, but it was for a different department and led by different leadership. She did mention that she would be reaching out to you later to reschedule the interview. Again, I apologize for any misunderstanding regarding when the interview would be taking place.
Initial Complaint
Date:08/23/2022
Type:Billing Issues
Status:
ResolvedMore 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 went into my local Vasa in ********** **** to ask about a membership, and to see what the cost packages were and if it was right for me. I spoke with the staff who were friendly and told me currently the basic package was a **** per month deal with a cancel any time policy. That sounded good to me so I filled out the info on the app and joined the gym. About a month later I received a random charge on my account for 60 dollars and some change on top of my normal membership fee and that's where the issues began. I called **** the next day to ask about the charge and was told its an annual fee all members pay, I then asked why I was not told about this fee at the gym when I spoke to the associates and they told the associate should have told me about the fee but I would need to pay it in order to continue my membership. I didn't have the money to pay that fee so I asked for the membership to be canceled so that I can pay them for the previous month and end my service with them to avoid any more surprise fees. I was then told promptly that there is a 25-dollar cancellation fee. I would never have joined **** if I had known about these surprise fees given that I am on a very fixed budget and my bill with them is now over 126 dollars because I cannot even cancel the membership without paying these predatory fees. I was only a member for 1 month possibly two and am furious with the total lack of transparency and outdated sneaky fees I have been hit with. I would like to just end my membership pay for the months cost of 10 dollars that I agreed to and walk away.
Business Response
Date: 08/23/2022
Hello,
I have located your Membership, **********************; - 6228004747007W. The Rate Guarantee Fee was outlined in the signed Membership agreement, I apologize if it was not explained to you fully. I would be happy to push out the Rate Guarantee Fee for 6 months so you can continue paying the $10.61 a month for those 6 months. If you decide to cancel before it is charged, you would still be responsible for paying the $25 cancel fee. Since the Rate Guarantee Fee is part of all of our Memberships, I am unable to waive it completely but would be happy to push it out 6 months as a resolve. Let me know how you would like me to proceed.
Customer Answer
Date: 08/25/2022

Complaint: 17755531

I am rejecting this response because:
Your response does not even address the stated issue. I have no problem paying the 10 dollar fee for the month of August and the cancelation fee but the 60 dollar mid year fee was never addressed and I would never have agreed to it. I would like the mid year fee of 60 dollars removed from my account so that I csn pay the cancelation fee and the membership fee and be done with your gym.
Sincerely,

*************************
Business Response
Date: 08/26/2022
Hello,
I have waived the past due balance and cancelled out your Membership.
Customer Answer
Date: 08/26/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:08/19/2022
Type:Customer Service Issues
Status:
ResolvedMore 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 charged me $77.19 yesterday on August 18, 2022. I called yesterday to cancel and ask for a refund (which most companies, upon seeing that you have not used their services yet, will gladly issue.) They are refusing to issue a refund and instead are charging me additional money to cancel the membership. So Ill have to pay over $100 this month after cancellation fees for a service I havent used since January. I called and spoke with two very rude customer ********************** reps, one was named **** (I dont remember the other) and both were condescending and rude and talked over me so I couldnt even explain the situation. I want a refund of the fees I was charged. Immediately.
Business Response
Date: 08/22/2022
Hello,
I have located your Membership, ********************; - 6274004393537W. I sincerely apologize for any negative experience that you have had! The payment that was charged was for the Rate Guarantee Fee. This payment was agreed to at sign up. Unfortunately, our Memberships are not based on usage. I would be happy to either refund the Rate Guarantee Fee or cancel your Membership with no further billing. Please let me know which one you would prefer.
Customer Answer
Date: 08/23/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and would like the rate guarantee fee (the full $77.19) refunded to me, as well as my membership cancelled completely. Additionally, I do not want them to come after me at a later time asking for the rate guarantee fee to be paid again, as if I did not pay it by asking for a refund. If that works, then once I receive my refund, proof of cancellation, and a promise that I will not be charged at a later time, then I am satisfied.

Sincerely,

*******************
Initial Complaint
Date:08/18/2022
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 purchased a personal training package. They have not given me 2 classes a week for personal trainer which was agreed to when I signed contract.
Business Response
Date: 08/22/2022
Hello,
I have located your Membership, **************************; - 9378004651333W. I apologize for any inconvenience this has caused! We would be happy to get you set up with a different trainer if you would prefer that. You will be able to use the sessions that you have paid for. Unfortunately, since it is a contract we are unable to refund any previous payments as they are contractual.
Customer Answer
Date: 08/22/2022

Complaint: 17735713

I am rejecting this I have not been able to get anyone to get me in for my 2 session a week as per our contract. have written text that no one has responses to. You have no time slots for me? What about your end of this contract?

*****************************
Business Response
Date: 08/23/2022
Hello,
I sincerely apologize that you have not been getting a response. As previously stated, we would be happy to get you set up with a different trainer if we need to. Can you please clarify which location you are wanting to train at?
Customer Answer
Date: 08/30/2022

Complaint: 17735713

I am rejecting this response because:

Sincerely,
I was at the ************ location in *********** **.
I had a trainer contact me and then when I gave my avaible dates he neesponded. I also called and left a message for the .anger to call me over a week ago with no response

*****************************
Business Response
Date: 08/30/2022
Hello,
I apologize that you have not heard back. I would be happy to reach out to the club myself and ask them to reach out to you if you would like.
Customer Answer
Date: 08/30/2022

Complaint: 17735713

I am rejecting this response because:
Yes I would! This has been a joke.

Sincerely,

*****************************
Business Response
Date: 08/30/2022
Hello,
I apologize for the inconvenience this has been. I have reached out to the club directly so we can get you set up with a new trainer. I have also posted a 2 month credit towards your Membership portion as a resolve.
Initial Complaint
Date:08/17/2022
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.
After a few months of membership with VASA Fitness, I decided to pay the 50$ fee to cancel my membership through their website and discontinue my business with the company. However, nearly 6 months later, I received a letter in the mail stating I owed in excess of 200$. After a look at my bank statements the 50$ was never charged, however that IS NOT MY PROBLEM. In fact, my online account with **** is no longer even accessible, so it couldn't have even been used or viewed during this time. I am absolutely fine to pay the cancellation fee, but it is neither legal nor ethical to continue to charge for services which I did not ask for and did not receive. Looking back only one email was sent on the matter, which seems extremely inappropriate considering the matter, especially when you factor in how many spam emails are sent from the company on a near daily basis. Bottom line, I only owe 50$ which should have already been charged long ago and I refuse to pay more.
Business Response
Date: 08/22/2022
Hello,
I have located your Membership, ***************; - 6418004484473W. It does not look like we have proof of a prior request to cancel. If you have proof of this prior request, please go ahead and send this for review. Unfortunately, without proof of a prior request you would be responsible for the balance owed to the collections agency.
Customer Answer
Date: 08/22/2022

Complaint: 17731025

I am rejecting this response because:
First of all, it is not my issue that you have no record of cancellation. I was directed by a staff member at the Lehi VASA location, who confirmed that the membership was cancelled after I went through the ************** with his assistance. Also, my account simply dows not exist any longer! Not only does this mean I have no way to pay, but it means that there would be no way for me to access my account barcode to enter the gym, meaning no services were rendered. I am not paying for something I never received, as there wouldnt have even been a way to use it. I have tried everything including a password reset, for which the link never sends meaning I am completely locked out of any account under my name. Once again, I will pay all the necessary fees for a cancellation, but I will not pay for the months in which I did not receive any membership and I NEED A WAY TO PAY THEM!

Sincerely,

*******************
Business Response
Date: 08/23/2022
Hello,
It looks like the payment that was owed to cancel was stopped, so the payment did not clear. Since the payment did not clear, your Membership was never cancelled. You were written off for the amount of $172.93 to our collections agency. Since the Membership was sent to collections, it is no longer in our office which is why you were unable to login. At this point you would need to contact ****** and Associates at ********** to pay the balance.
Customer Answer
Date: 08/23/2022

Complaint: 17731025

I am rejecting this response because:
What am I paying for? My account was deleted, there is no membership accessible by me, so why I am I paying for nothing? I refuse to pay you when no services were rendered.

Sincerely,

*******************
Initial Complaint
Date:08/17/2022
Type:Billing Issues
Status:
ResolvedMore 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 a membership that was never used after I went to a 3-day free trial ONCE. I did not like the place so I spoke to a desk attendant to see how to cancel they advised me to do so online. I did so and my membership is not found as of today. I am being charged $174 for a membership that I canceled and now they say it is still active but i can not find it- and they will not cancel until the amount due is paid. I NEVER WENT BACK TO THIS PLACE AND CANCELED MY MEMBERSHIP THE *** I WENT FOR MY FREE TRIAL.
Business Response
Date: 08/22/2022
Hello,
I have located your Membership, ****** Veles - 1047004749917W. As a resolve, I have waived the past due balance and cancelled out your Membership.
Customer Answer
Date: 08/22/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you.

Sincerely,

***********************
Initial Complaint
Date:08/11/2022
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 have been trying to cancel the gym membership for past 4 months they keep taking my payments. I went and did it in writing they claim they never got my cancelation and are refusing to cancel it. I have canceled payment and stopped payment with them, they are trying to say I owe over $60 now. They need to cancel this membership and clear the balance I've had this about 9 months and been there once. They have made more then enough profit off of me. I canceled 5 months ago and have been dealing with this for last 4 months more then 3 times I took in writing to cancel they will do what they can to keep you from canceling saying they don't have it even when you personally handed it to the manager of the gym. To me the membership is canceled and no balance is owed.
Business Response
Date: 08/11/2022
Hello,
I have located your Membership, ******* Vogleman - 1039004137173W. As a resolve, I have gone ahead and waived the past due balance and cancelled out your Membership with no further billing. I apologize for any inconvenience!
Initial Complaint
Date:08/09/2022
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.
On tuesday August 9th i woke up to find my canceled vasa account charged me $77 and sent my account into the negative i have been charged highly before and the only thing vasa had to say was "ops our bad ???????" so if i dont get my money back im sueing vasa
Business Response
Date: 08/09/2022
Hello,
I have located your Membership, ********* Evans - 6274004519606W. I am not seeing that we have previous request to cancel your Membership. Your Membership was placed on a 3 month hold back in April. Your Membership is active. The charge for $771.9 was for your monthly Membership fee and the Rate Guarantee fee.
Initial Complaint
Date:08/08/2022
Type:Customer Service Issues
Status:
ResolvedMore 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.
On April 28th, I walked into VASA and tried to scan in using my barcode. I was told by the front desk that my account was deactivated because I did not have a valid payment method on my account anymore. Based on the employee's response, I was misinformed that my account was cancelled and have not been back to VASA since, until I realized the issue on August 4th and went in to talk to a manager about how to resolve it. I have been receiving "overdue fees" over payments that I have not been making because unlike what I was told, apparently my account was still "active" and the fees were still being charged to my account without a valid payment method. Considering it was verbally confirmed by the employee that my account was cancelled, there was no reason for me to believe that I still had an account or that my account would be charged. I have not been to the gym in these past 3 months; If I would have known I was still being charged and still had an account open I would have gone in to resolve the issue as soon as I found out. The only communication I was receiving was from the billing company which sounded like a scam and did not even have the correct name on file - I was not receiving emails or other communication from VASA. I only received a second "welcome to VASA" email on May 26th, which is inconsistent with the notion that my account was active during that time. Due to this misinformation that was given to me, I should not be charged with the $97.00 that is "overdue" considering I was misinformed about my account and have not utilized any services in those months.
Business Response
Date: 08/08/2022
Hello,
I have located your Membership, ***** Kubica - 1042004153088W. I apologize for any misunderstanding regarding the status of your Membership. It does not look like we received any prior request to cancel your Membership. It does look like the billing was turned off back in April, so we have not received a payment since. In order to cancel, you would be responsible to pay the past due balance of $97.96.
Customer Answer
Date: 08/08/2022

Complaint: 17685925

I am rejecting this response because: I understand, however I was told something that was not true by the business on April 28th which caused a debt regarding a service I did not use - this is an extremely dishonest and fraudulent practice by the business. I am not obligated to pay a **** for the mistakes of your employees. I am also aware of numerous class-action lawsuits and customers in situations dealing with similar if not identical issues. This seems to be a common occurrence, I would have no problem suing and pursuing legal action.

Sincerely,

***********************
Business Response
Date: 08/09/2022
Hello,
As a final resolve, I have waived the past due balance and cancelled out your Membership.
Customer Answer
Date: 08/09/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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VASA Fitness is NOT a BBB Accredited Business.