Complaints

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

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VASA Fitness has 58 locations, listed below.

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  VASA Fitness

  1259 S 800 E Orem, UT 84097-7232

• 

  VASA Fitness

  4255 W Thunderbird Rd Phoenix, AZ 85053-5343

• 

  VASA Fitness

  3920 E Grant Rd Tucson, AZ 85712-2558

• 

  VASA Fitness

  3131 E Thunderbird Rd Phoenix, AZ 85032-5600

• 

  Vasa Fitness

  3825 South St Lafayette, IN 47905-4872

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:02/11/2025

  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 January 28, 2025; I discovered that my checking account had been being charged for a monthly membership, even though I had cancelled my membership in July 2024. The following month, in August 2024, without my consent, my checking account was being charged the monthly amount of a gym membership. This occurred in September 2024 through January 2025. I never authorizes the payments. I thought maybe my ex husband had been charging his membership with my checking account. It turned out it was his account I was paying for, but he had not authorized the payment. It seemed to automatically occur without both of our consent. Then, I emailed [email protected] and asked them to remove my bank account information from all accounts and records. Then I was charged $64.44, and I had my bank cancel the charge as it was not authorized. But I still lost around $70 paying for a membership I don't have. I called today to have things resolved, and they said that this is something that can only be resolved through email. I just want a refund. I enjoyed having a gym membership there, but it scares me that once I give them bank information, there's literally nothing I can do to get it back and to prevent charges like this.

  Business Response

  Date: 02/12/2025

  Hello,
  I apologize that this has been your experience. Can you please confirm your ex-husband's name and birthday so I can locate his membership?

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair 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.

  This account / gym membership was supposedly cancelled in November of 2023. The girl at the front desk cancelled my membership and there shouldnt have been anything sent to any sort of a collection agency. I remember the girl asking why I had cancelled and it was because I had switched gyms to go to lifetime fitness in ************ instead. The only possible way that this account wasnt cancelled is if I was told by the front desk *** that it was cancelled and she instead froze the account then, after the freeze was over, it automatically reactivated and then due to a change in payment method you guys werent able to collect the payment that should have never occurred. The membership I got from my new gym is $150+ a month and they sent me to collections over a $13 a month charge without contacting me one time prior and under the pretense that I had already cancelled my membership. I was also never notified of a past due balance, even if there was a miscommunication, I would have went into the gym to have it resolved. This is borderline fraud and completely unethical business practices. I also just found charges on my account all the way up until July of ************************************************************************* money not the other way around. I want the 3rd party collection agency to stop harassing me as Ive already sent them letters explaining the situation in detail just for them to attempt to bully me saying, Im not here all night and have more important things to deal with and if you dont pay us well go after your credit. This issue isnt a matter of making the payment its knowing that theyre using deceitful and unethical business practices to s**** over ex members of their gyms and it needs to be resolved asap! Theyre more than welcome to reach out to me at their earliest convenience, but if they dont I will continue to fight this and let others know, including the BBB of their shady business tactics. thank you.

  Business Response

  Date: 01/31/2025

  Hello,
  I apologize for any inconvenience this has caused. I do see that you handled this with one of our representatives earlier today. The payment of $53.68 has been paid to **** directly, and you will no longer owe a balance to the collections agency. Please let us know if there is anything else we can do to assist you! 

  Customer Answer

  Date: 01/31/2025

   
  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:01/30/2025

  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.

  I signed up for a joint gym membership on 12/27/2024 with my fiancé. When I entered in the billing information the website gave an error and said membership not created. I resubmitted all the information and signed up for my membership for $19.99 per month and linked my fiancé for $16.99 a month. A few days later there were charges in my bank account for $19.99, $19.99, and $16.99. I contacted corporate (which took over 6 hours to receive a call back), and the agent I spoke with advised that a duplicate account had been created so she would credit $19.99 towards my next months bill. I made sure multiple times to mention to the agent that I need to make sure that she keeps the account with my fiancé active. A few days later, my fiancé receives an email stating that his membership has been unlinked from mine and will be canceled. I contacted corporate again and she said there was nothing that she could do but recommended I contact corporate and provide proof of payments. I emailed corporate my bank statement and activation and deactivation emails my fiancé received. This was on 1/13/24. I did not receive a response until 1/27 that my request was being reviewed. I have attempted to contact corporate over the phone however, I am never able to get through and their call back service never returns my calls. I have also called my local gym and a manager is never available and does not return my calls either. At this point I have requested that they cancel my membership and not charge the annual fees of $100 since I had so much trouble within the first 30 days of membership. The couple of responses I have received are generic and do not reference the issue I am requesting assistance with. I am extremely frustrated with the lack of customer service and professionalism that I have received and just want to be done with this company but cannot get through to anyone.

  Business Response

  Date: 01/30/2025

  Hello,
  I sincerely apologize that this has been your experience with VASA Fitness since you signed up. I do see that you had a duplicate membership created. From what I understand you are saying, they cancelled the incorrect one so it also cancelled your fiancé's membership. Is that correct? If you would like to continue with cancelling your active membership, I can assist you with cancelling without having to pay the Rate Guarantee Fee. Please confirm if you are wanting to keep your membership active, or continue with the cancellation. Your membership will remain active until I receive a response.

  Business Response

  Date: 02/07/2025

  Hello,
  It looks like that membership was cancelled on 2/3 with no further billing.

  Customer Answer

  Date: 02/10/2025

  
  
  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:01/29/2025

  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 was entitled to a free personal training consultation with my membership subscription which I scheduled with the trainer. After the free session, we sat down and he went over the details of the package. He told me after I explicitly asked that I would be able to cancel after the first session if I signed up. I attended a couple sessions and decided I couldn't afford to continue the services, at which point I sat down with the manager in charge of the membership contracts. She informed me that there was no option to cancel. I hadn't signed anything to my knowledge or had anything signed on my behalf with my knowledge or consent regarding a term contract for the service, but I am being told I am unable to forego the remaining sessions and/or cancel the service due to a contract I do not recall discussing or signing at any point. I have also not received a copy of a contract for the personal training services to review after my supposed consent. This seems to be at the least, a very deceitful practice. In the worst case, I believe after researching other members' experiences, "contracts" are being electronically signed on behalf of the member without their consent or prior knowledge thereof. The services aren't a minuscule amount of money any longer, each session is $40. I wanted to report this practice to warn others and, if possible, investigate whether or not service contracts are being illegally signed without the other party's knowledge or prior consent. Thank you for your time.

  Business Response

  Date: 01/30/2025

  Hello,
  I apologize for any inconvenience this has caused. It does look like we have a signed Personal training agreement. The two ways to cancel while under subscription are either due to relocation (if you've moved more than 25 miles from the nearest gym), or if you sell/transfer your training to someone else. We do not have a medical or financial hardship clause for cancellation.
  
  In order to cancel due to relocation, we'll need a proof of move, which would be a utility bill or lease/rental agreement in your name. There's also a $100 cancellation fee. Once we receive the proof of move and cancellation fee we can get the account canceled out.
  
  If you're not moving you can sell/transfer the account to someone else with a $100 transfer fee. The new person would pick up the subscription where you left off.

• Initial Complaint

  Date:01/24/2025

  Type:Product 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 obtained a membership to VASA fitness. Due to health issues I was unable to continue and went to the website and sent an email to cancel my membership.
  That was in March of 2024. I received no confirmation or any contact of any kind.
  In November 2024 I received a notification that they were transferring my account to collections. I again replied that I had previously cancelled the membership in March. Again no communication.
  Today I received a cal from Aldus & Associates (Rick Stevens) stating that those emails were of no effect since I needed to had deliver a request to cancel to the facility. I told him that that had never been communicated to me, and that I had not been using the facility, so did not see that I should be responsible for their lack of communication.
  The replied that from a service perspective that was correct, but legally they had no obligation to do so.

  Business Response

  Date: 01/27/2025

  Hello,
  I apologize for any misunderstanding regarding your membership. It looks like you placed your membership on hold via the VASA Fitness app in March of 2024. After 3 months, the membership automatically became active again. As our memberships are not based on usage, it continued to charge regardless if there was usage or not. We did attempt to contact you regarding the past due balance before the membership was written off to collections. At this point, you would be responsible for the balance owed to Aldous and Associates. If you have proof of a prior request to cancel, please send this for review.

• Initial Complaint

  Date:01/24/2025

  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.

  01/07/25 $359.64 My member ship fee should be free for me, I am *************************************************************I received a bill for $359.64 from collection agency on 01/07/25, I asked what is this for? they they said I brought gest on 01/24/2019 and did not cancelled it, I have to pay for it, I asked for document, they have not sent me for that date 01/024/2019.Need help for this scam.**** R

  Business Response

  Date: 01/24/2025

  Hello,
  I do see that you have an active membership paid for by your insurance company. However, you also have Guest Privileges on your membership. The insurance company does not cover that amenity. You are currently showing past due for $369.63 and you are responsible for that balance. I apologize for any inconvenience! 

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair 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 came in January 17 2025 to cancel my gym membership. I was charged $77 to cancel my membership and when I asked what the fees were for I was told the $24.99 was for my monthly gym charge, which is understandable since I was canceling mid month, but also at the same time shouldnt you be refunding me? The second charge was $50 from my annual fee, which is really confusing because I am canceling before my annual renewal date which is 1/29/2025 so why am I getting charged the fee for the gym Im no longer going to be attending. Clearly this business is a bunch of crooks who just wants to take your money. they told me that theres no way for me to avoid paying an annual fee, which is extremely weird because Im canceling way before and Inever going to be attending this gym again so why am I having to pay a full year fee?

  Business Response

  Date: 01/17/2025

  Hi *******,

  We appreciate you bringing this to our attention. Our cancel policy is; a 30 day notice is owed when canceling your membership with VASA Fitness and any payments due within those 30 days are owed. Your Rate Guarantee Fee is owed per the cancel policy I just stated. However, as a resolve we have refunded you the Rate Guarantee Fee back to the cc you paid with. We hope you find this resolve satisfactory. Thank you. 

  Customer Answer

  Date: 01/17/2025

   
  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:01/17/2025

  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.

  ***: If youre considering a gym membership with ****, dont. Lets say your son has a membership but passed away 1 Jan. ***** youll need to call four times to reach a human since the phone robot tells you you can take care of anything through the app. Finally reach a human, tell her what has happened and you need to cancel the membership. She says sure, well just need to charge an early cancellation fee and you will still need to pay for Feb. your next bill is due 27 Jan. ***** what???So 40 minutes of arguing, finally patched to corporate, who btw was immediately helpful, and she took care of it.But that is NOT a good reason to argue on the phone for 40 minutes. Not a good reason to charge extra fees. NOT a good reason to be rude to his mom. NOT a good reason to make me cry when Im already excruciatingly upset over all the details that must be done. Ill post this everywhere I can think of. True story. I invite you to pass it around.

  Business Response

  Date: 01/20/2025

  Hi *****, 

  I sincerely apologize for your experience. If you could provide more information on your sons account and who you spoke to I would be more than happy to address your concerns. Apologies if any of your experience has made this very difficult time even more upsetting. Please reach out with further questions. Thank you. 

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair 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 12/30/24 I went into the ********************* location with my 2 **** to sign them up for a membership. The gentleman than assisted us stated one ****** would be the main account holder and the second ****** would be a secondary which gave a small discount on the second ******. They were running a promotion so I was told my first **** monthly would be $20.00 and my other son as a secondary would be $18.00 per month. We entered both names and information but when given the activation codes, both accounts were showing under one name. -****** *********. I was told by the worker they would correct it so the secondary would later show the correct name of ***** ******* for my other son. After a few days the boys went into the gym in the ******** UT location and were told their accounts were canceled so they could not work out. My **** called me right away from the gym and I asked why they were canceled. The worker stated because of the initial error in their system, they could not correct the name so they just canceled the accounts. He advised he would re-sign the boys up properly at the same rate and I would not be charged again since I already was charged the initial monthly fees. This took place on 1/08/25. Later that day I noticed my bank account was charged again but for higher amounts this time of $30.01 & $27.01. I called the gym and advised they charged me again and was told they would correct it. The next day my **** went to the ****** **** to work out and were again denied access and told the membership was canceled again but they couldnt explain why. I went into the ****** location later that evening (this was 1/09) and spoke with a man who reviewed the accounts and said the reason they were canceled a second time is because both accounts were again set up under just Julians name. He assured me his manager would call me the following day for a resolution. Still no resolution. I called billing and was told something different and keep getting the run around.

  Business Response

  Date: 01/17/2025

  Hi ******, 

  We appreciate you bringing this to our attention. We are more than happy to help try and resolve your concerns. Can you please provide us with more information to locate the memberships? Thanks. 

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22817293
  
  I am rejecting this response because: I am providing the details requested. Apparently all the accounts were created under the name ****** *********. ************. *************************************. Plz confirm all acts are in fact canceled, since thats what we have been told although it was not our initial request, I no longer want to do business with vasa. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/22/2025

  Hello,
  I apologize that you have had a negative experience with the sign up process. It does look like the 3 accounts have been cancelled and the payments have been refunded.

  Customer Answer

  Date: 01/23/2025

   
  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:01/10/2025

  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.

  ******* the manager revoked my pass and banned me from vasa without any explanation. I was following the rules, paying my gym membership and Ive been going for many many years. One of the most heartbreaking things that has ever happened to me. I go to the gym for my mental health, I have bipolar 1 with suicidal thoughts and the gym is my safe place. I dont know what happened for them to ban me and they did not give me a reason. I called customer ********************** and they cant tell me either. I did not make inappropriate comments or actions at the gym.

  Business Response

  Date: 01/14/2025

  Hi Kaden, 

  We appreciate you reaching out and hear your concerns. I am sorry to hear about your mental struggles and truly hope you find a different situation to help you. You have been revoked from VASA Fitness, due to make inappropriate comments and making our members and staff uncomfortable. This is permanent and will not change. Thank you. 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22794469
  
  I am rejecting this response because: I did not make inappropriate comments. That is a lie. Your general manager ****** from **************** follows me on instagram. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/15/2025

  Hi *****, 

  Again I am sorry but revokes are permanent. Thank you. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22794469
  
  I am rejecting this response because: I never said anything inappropriate, Ive had Vasa for years and no problems. What proof do you have that I said anything inappropriate? I barely talk to people at the gym and I have a clean record. Im also a member of the ********** and its against my religion to talk inappropriately, especially in public places. I also have proof of you guys commenting on my Tik Tok for my gym videos. I never deserved to be banned and its wrong to do it to someone who goes to the gym for their mental health. You are a corrupt business. I see girls posting videos in the locker room getting thousands of likes and never get banned. I do not deserve to be banned, regardless of if its permanent. I did nothing wrong and I paid your contract for years. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/17/2025

  Hi Kaden,

  After two incidents in our facilities and a thorough internal investigation, we have determined that, for the safety and well-being of all our members, the revocation of your access will remain in place. You will need to seek a new fitness facility outside of VASA Fitness to meet your fitness needs.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22794469
  
  I am rejecting this response because: Whats the investigation, I wanna see it. What proof do you have and what happened? 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/22/2025

  Hello,
  There were multiple complaints regarding your behavior. After an investigation, you were told that your membership would be revoked as the behavior did not improve. As previously stated, your membership is revoked and you will not be able to sign back up with VASA Fitness. I apologize for any frustration that this causes.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22794469
  
  I am rejecting this response because: I followed all the rules at the gym. I would like to see proof, you have to prove what I did wrong and youre still lying and not providing information.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/24/2025

  We do require a subpoena to protect the privacy of our **** members before we are able to release any internal documentation. If you have a subpoena, this documentation can be emailed to ******************************** or attach it here.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22794469
  
  I am rejecting this response because: still dont know how its possible for a member to make up lies and get me banned. I have been going for years, no problems and then out of nowhere theres false allegations and you cant even explain the complaint and what happened. I also received no warning and everything taken away without a chance to defend myself. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/30/2025

  Hello,
  As previously stated, there were multiple complaints from other members that you were making inappropriate comments that made them uncomfortable. I am unable to provide internal documentation and information without a subpoena. The revoke was processed in January 2024, and you were advised of the revoke at that time. The revoke is staying in place, and you are unable to go to any VASA Fitness location. I apologize for any inconvenience.