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

  1259 S 800 E Orem, UT 84097-7232

• 

  VASA Fitness

  16921 E Quincy Ave Aurora, CO 80015-6132

• 

  Vasa Fitness

  2325 23rd Ave Greeley, CO 80634-6633

• 

  Vasa Fitness

  7990 E 51st St Tulsa, OK 74145-7842

• 

  VASA Fitness

  8021 N 35th Ave Phoenix, AZ 85051-5867

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:01/08/2025

  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.

  On December 2024, I called Vasa regarding on how to cancel my membership. I did not know that I can cancel through the app since my account is frozen and there is not an option for me to click cancel. They told me that I just need to cancel before January to avoid the charges that will be charge in January. Thinking that I might still change my mind to workout in 2025, I did not cancel. Fast forward to January, I tried to cancel my membership, but in order to cancel it I need to pay $59.98 bill. $49.99 for the guarantee rate fee and 9.99 for the month of end of January to end of February. I called Vasa saying that my account has been frozen for three months already and there is no reason for me to pay the guarantee rate fee and also the fee for end of January, and the reason I'm trying to cancel now is that they said I could of cancel in January. Now they are saying that I need to cancel 30 days before the dues are paid, which they never told me. Right now at the moment its only 20 days before the dues are paid, therefore they requested me to pay $59.98 in order to cancel. This is really unacceptable as they previously said I could cancel in January and did not inform me about this 30 days policy to cancel. I'm just really frustrated and felt being lied to, as I didn't even use the gym and I need to pay nearly $60 for this nonsense.

  Business Response

  Date: 01/10/2025

  Hi ***, 

  Thank you for bringing this to our attention. Our cancel terms require a 30 day notice, one final payment and that included your Rate Guarantee Fee. However, as a resolve we have refunded the Rate Guarantee Fee of $49.99. The refund was issued back to the cc you paid with. Please let us know if you have any further questions. Thanks. 

  Customer Answer

  Date: 01/13/2025

   
  
  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:01/08/2025

  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 am a student who traveled from Texas for a clinical rotation to Colorado Springs in which I was only going to be there for a month and needed a gym to workout in. I choose vasa fitness because I heard great things about them. However, after trying to cancel my account after I left I checked the app to delete it because I knew there were none in Texas and found that they were still charging me. I am a full time student relying on student loans until I finish my program and I simply do not have enough to pay all the fees I have occurred from a miscommunication. I am hoping the company is understanding of my situation and is will to waive most of the fees I have occurred since I last visited the gym and believed I canceled my account with proper payment. I am okay with paying the cancellation fee as the contract states but I hope to see the undue balanced occurred since my last visit waived as my circumstances are very delicate and it being sent to collections could affect me getting another student loan for my schooling which would cause me to drop out.

  Business Response

  Date: 01/10/2025

  Hi *******, 

  We appreciate you bringing this to our attention. We do not have a prior request to cancel before 1/10/2025. Our cancel terms state a 30 day notice is owed and if you are canceling within the first 6 months a $25 cancel fee is owed as well. As a resolve, we have waived some fees and to cancel your membership you will need to pay one final payment of $17.98 per our cancel policy and the $25 cancel fee. Please reach out to us at *********************** to pay and we would be happy to cancel your membership. Thank you. 

  Customer Answer

  Date: 01/14/2025

  
  
  Better Business Bureau:
  I’m glad the customer service upheld to the word of mouth of everybody who recommended VASA Fitness Center to me. Although I wish some of those fees were not included in the contract, I understand that I did sign the contract and was responsible for such fees. I greatly appreciate the mutual understanding of my special circumstances by the customer service team and allowing me to Pay my dues  while compensating some of the fees. 
  
  
  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:01/06/2025

  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.

  on 1/6/2025 i dropped my 1 year old off at kids care at the **** in **********. i went to a yoga class & went to pick him up. the day care workers couldnt find him. he was then found in the LOCKED BATHROOM with no clue of how long he was in there. this is neglect & unacceptable. he could have drown in the tub. did someone put him there? was in there with an older kid? then!? im not allowed to see the camera footage of what really happened!?!

  Business Response

  Date: 01/10/2025

  Hi Maiah,

  We are sorry for this situation and understand your frustration and concern. The staff and management have taken this very serious. No one put your son in the bathroom and no one was with him in the bathroom. To access footage you will need to provide us with a subpoena. Once we have received that, we will continue to cooperate and provide all things necessary. We have also reached out to the ************** licensing team and let them know what happened. We have updated our Bathroom process to ensure this does not happen again. Weve implemented a deployment process that ensures the bathroom doors will be managed/guarded/overseen for every second while the kid care is open. We understand this may not resolve or fix what happened but we are sincerely sorry again for what happened. Please reach out if you have further questions.  

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22774485
  
  I am rejecting this response because: you are asking for a lot of trust to believe you are telling the truth about what is shown on the cameras. those new protocols? i came in to work out & i stepped into kidscare to ask a few questions & every employee was standing at the front desk, not in their designated spots. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/22/2025

  Thank you for the additional feedback. As previously mentioned, we proactively submitted a full report, including video footage of our KidCare to the ****************************** for review. Hopefully this helps you feel confident that your son was safe and we are operating honestly and with full transparency. 

• Initial Complaint

  Date:01/03/2025

  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.

  9/2024 Tried to join gym at $20 monthly rate - was told we had to start at $50 but could "downgrade on the app" at any time and if we did so within first 30 days wouldn't be charged.
  10/2024 Tried to downgrade on app, didn't work. Called gym, spoke with manager, he said no problem, he would do it. Believed he would do his job, didn't notice October CC statement with $50 charge.
  11/2024-1/2025 Charged $100 (including some other made-up fee!) in November, then $50 in December. Called gym directly to resolve, still giving them the benefit of the doubt, left message for General Manager Nico, was told he would call back "on Monday", it's now Friday and still no call. In meantime, reached out to Corporate and received canned email response saying all charges were valid without even getting the opportunity to explain to them what happened! Then played email tag with customer service for a few days - it's clear why they don't just give people a phone number to call - and was told she will refund "most but not all" of the charges. She seemed neither surprised nor bothered that her gym is using fraudulent and deceptive business practices! Or that her "General Managers" aren't calling customers back. I wonder how many other customers are being defrauded by this company. I am livid and frustrated at this point, and have already spent too much of my own time dealing with this issue.

  Business Response

  Date: 01/06/2025

  Hi *******, 

  
  We appreciate you bringing this to our attention. Apologize for the inconvenience this has caused you. I was not able to find an account under your name but one for ****. His account has been refunded $143.94 and downgraded to our Basic plan. Please contact us at *********************** if you need further assistance. Thank you. 

  Customer Answer

  Date: 01/06/2025

  
  
  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. However, as stated in my initial complaint, I believe that this company is utilizing fraudulent billing practices and recommend you investigate further.
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:01/02/2025

  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.

  On 12/31/2024, I called to cancel my membership for the upcoming year. After waiting on hold for 30 minutes, I spoke with Cory, who refused to provide his last name and was extremely condescending throughout the conversation. I explained to Cory that I had no issue paying the $29 fee for both of my accounts, but I requested an adjustment on the $49 charge for both accounts. My reasoning was that the annual fee applies to the next year, but I was canceling before the year began. I have paid for two memberships for the entire year with no activity, which I am aware of. Every time I attempt to cancel, I am pushed to freeze my account. However, being charged a total of $214.00 in one month—comprising two monthly payments of $58.00, an annual fee of $98.00, and another two monthly payments of $58.00—is completely unreasonable.

  Business Response

  Date: 01/02/2025

  Hi *****, 

  We appreciate you bringing this to our attention. Our cancel terms are a 30 day notice is owed with canceling with VASA Fitness, your final payment included that Rate Guarantee Fee. However, as a resolve we would like to offer to refund you 1 payment of $69.98. That includes the Rate Guarantee Fee and your month to month charge. Please reach out to *********************** to confirm you address and we would be happy to get that refund processed. Thanks. 

  Customer Answer

  Date: 01/03/2025

  
  
  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:12/28/2024

  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 don't have an account with ********************** and I keep getting charged by them. They just charged me $77 for no reason and I cant get a hold of anybody to help me resolve this. This has been going on for a year now

  Business Response

  Date: 12/31/2024

  Hi *******, 

  Thank you for bringing this to our attention. Reviewing your account you recently spoke to one of our representatives and they were able to locate the account you emailed us to cancel. The membership was created on 10/28/2024 at our ********, **** location. The membership has been canceled and you will not be billed further. If you have further questions please reach back out to us at ********************************* Thanks. 

  Customer Answer

  Date: 01/03/2025

   
  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:12/27/2024

  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 had to cancel a card for unrelated reasons, and I thought I had canceled my **** subscription alongside it. It turns out I hadn't, and that the only way to cancel was through calling a phone number.I did not find out I was still being charged for an account until I was sent a collections notice for ~$112 for six months of membership and a $60 "rate lock in fee". I dealt with it an canceled it, of course, but I am still somewhat irritated having to pay $112 for services which I did not make use of and which I wasn't aware I was still paying for. The part which annoys me the most is the $60 rate lock in fee. **** did not send me their collections notice until the month which the rate lock in fee was scheduled, ensuring I was on the hook for another $60.I for the most part enjoyed being a patron of this gym, but this headache dealing with their billing makes me not want to continue being their customer. I would really appreciate if I could at least get some of this fee back; after all, I did not make use of any Vasa services over this period, and $112 is a lot to pay for nothing.

  Business Response

  Date: 12/31/2024

  Hi ******, 

  We appreciate you bringing this to our attention and apologize that your experience with canceling has been unsatisfactory. Reviewing your account we have not received a payment since May of 2024. Prior to September we have no request or notes on your account asking to cancel. However, as resolve and for any inconvenience this may have caused you we have refund the Rate Guarantee Fee back to the cc on file. Please reach out if you have further questions. 

  Customer Answer

  Date: 01/07/2025

   
  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:12/26/2024

  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.

  Back in 2022 I opened a gym membership, within a month or two they told me my contract was voided, that supposedly because I had insufficient funds. The funny thing is on my bank account they took the money. So I escalated this & was told it was a misunderstanding & got it fixed. Okay now I'm being charged two separate collections for nothing near what I supposedly owed. One of $809 & the other $404 in collections. This ruined my credit, I wasn't able to get a home. The dates on the charges don't even match. I want this removed off my credit & some type of compensation for my loss.

  Business Response

  Date: 12/30/2024

  Hi *******, 

  We appreciate you bringing this to our attention. I have reviewed your account and we have no request to cancel. We attempted to contact you via phone and email. We never received a payment, all fees showed they returned. The balance is valid and owed, we no longer have the account in our office so you will need to contact the collections agency to resolve or dispute. Thank you, if you would like to discuss this further please reach out to us at ************************ 

  Customer Answer

  Date: 01/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You aren't still answering why you are sending me to collections for two different things, that have inconsistent dates. On top of that, I have contacted the bank about this whole thing & have decided to take this to court. You are giving me the same excuse you have given to many that gyms like Vasa & Planet fitness do. Ironically I called the collections agency & they are the ones telling me that your charges are inconsistent & should be taken to court
  
  Sincerely,
  
  
  
  ******* ****** *******

• Initial Complaint

  Date:12/19/2024

  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 have been trying to close my account, but ********************** keeps billing me. I have frozen my account in an effort to stop the billing and close the account. The company says that I have signed additional contracts, but this is not true. They are trying to bill me $140 every two weeks for a trainer plus a monthly club fee. Their phone app is unintelligible and confusing and does not allow me to cancel the account. This company's billing practices are deceptive and confusing. I have been a member of this club since January 2024. They say I have signed an additional contract, but that is untrue. This company needs to be investigated.

  Business Response

  Date: 12/20/2024

  Hi ****, 

  We appreciate you bringing this to our attention. You are currently in an active personal training subscription, you have 2 payments remaining. If you wish to cancel please send proof of your relocation. A cancel fee of $100 is owed per cancel terms. Looks like you have spoken to a representative and stated you were moving. Once you provided the proof we would be more then happy to help and get that processed. Thank you. 

• Initial Complaint

  Date:12/17/2024

  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 had a membership with vasa for years with zero complaints. However, back in January I was moving out of state where there would be NO vasa’s near me. I canceled my membership, however I got told my membership was never canceled and they are not only trying to charge me almost $300 for a membership that was canceled, but they are also attempting to take me to collections. I will not pay a dime for a membership I canceled and have not used or been able to use since moving to Texas on January 27t, 2024.

  Business Response

  Date: 12/18/2024

  Hi *******, 

  Thank you for bringing this to our attention. The membership and notes show the account was put on a freeze January 28, 2024, you paid the $10 fee to do so as well. We have no notes or requests to cancel that account. However, as a resolve we can offer you to pay us the balance owed directly to us and then we can remove the account from collections. If you find this resolve satisfactory please reach out to us at ***********************. Thank you. 

  Customer Answer

  Date: 12/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I moved out of state to Texas and will not pay $250 for a membership that was not used and was canceled. I will gladly write a million bad reviews on your bad business ethics and your lies though.

  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 12/20/2024

  Hi *******, 

  The balanced owed to us is $185.81. If you choose to pay us directly we can remove the account form collections. Thanks.