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

  7990 E 51st St Tulsa, OK 74145-7842

• 

  VASA Fitness

  4255 W Thunderbird Rd Phoenix, AZ 85053-5343

• 

  VASA Fitness

  3920 E Grant Rd Tucson, AZ 85712-2558

• 

  Vasa Fitness

  455 E Cheyenne Mountain Blvd Colorado Springs, CO 80906-4506

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:11/06/2024

  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.

  Was contacted by your manager asking for my construction company come in to do an estimate. While being lied to by your project manager *****. Saying I'm the only GC bidding the project. Then I received very vague details on the prints. No electrical or meps for the build. Then no finishing on the prints. I continued asking questions but couldn't get the answers that I was needing. To only find out from another of your project managers. The out of state companies that previously built your facilities know more than myself. Do to them building previous locations. To find myself spending over a week getting all trades in the buildings. ***** lied to me. Waisting my time just wanting numbers to see how much you could save hiring a local company. To find. With all the work and hours I put into this. With no answers. To only waist my time looking at a job that wasn't detailed to find your having a company out of state to build what you had asked me to do. Waisting my time and the other contractors time to not bid on a job that you ever intended anyone to have. Very unethical! We worked long hours and even attempted on working on a project with limited information. Not any of your personal knew anything. To do your company not having all of the proper information needed to give to me. Was lied to. Don't appreciate the waisting of my time spent on trying to help your company. Unethical business practices. Which will be shared with other construction companies in my state! You only set me up for failure along with your manager over your manager over the technicians!I'll make sure to share my experience with everyone and to boy cott this gym and instead go to crunch fitness!

  Business Response

  Date: 11/15/2024

  Hi ****, 

  Thank you for your feedback. We sincerely apologize if you feel that your time was not utilized effectively. At that time, we were also considering bids for other contracts, and we regret that you were under the impression that this was not the case. The information we provided at that time was intended to be sufficient; however, we acknowledge that you do not share this sentiment. We appreciate your input once again, and we will take this into consideration to make necessary adjustments for future endeavors.

• Initial Complaint

  Date:11/01/2024

  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 went into the gym to ask about a trial membership as I wanted to try classes at ****. The employee who helped me gave me the ipad and said sign up there. When I got to the screen that said there's a $25 fee to cancel I questioned it because I've never heard of a gym charge to cancel a trial. He said it's policy to charge $25 for any type of cancelation. I asked how long I have to cancel if I decide I don't want to continue. He didn't give me a date but said not to wait 2 or 3 weeks because then "they will charge you for the month" I went to 1 class and chose to cancel due to my experience with the front desk staff and poor service. Also, the class was not a *** ***** class as advertised. The workout did not follow *** ***** program. It was one the instructor said she made up for Halloween. I called to cancel only to find out I was being charged for 1 month plus the $25 fee. I spoke to another employee over the phone who said I had to cancel by 10/30 to avoid the 1 mnth charge. The billing company said I've been given ******************** bound by the written contract. She also said **** doesn't offer trials. I understand I'm bound by the contract, what is frustrating is when I didn't understand what was on the ipad, i asked the employee questions. The billing company said they can file a complaint for me but **** would not contact me back. They just handle it internally. What horrible business practice to give incorrect information, horrible service and then not even contact a member back when there is a complaint. I paid the 1 month because I want to be DONE with this experience! But I really feel I was intentionally misled when I signed up. And then nobody cares when I have a complaint about service or billing. I guess I should have taken the contract to an attorney before signing up for what I thought was a trial membership that could have been canceled with only a $25 fee.

  Business Response

  Date: 11/04/2024

  Hi *****, 

  I am sorry to hear about your experience and apologize for any misinformation given to you. I can see you spoke with our billing department and your membership has been canceled with no further billing. I have submitted a member concern on your behalf. Please let us know if you have any further questions. 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22502423
  
  I am rejecting this response because: I am aware my contract was canceled as I paid the minthly fee to avoid Vasa continuing to charge me. I did that through the app. I spoke to the billing office and they said they're not vasa so they couldn't do anything to help me except to tell me to pay the monthly fee to cancel. The billing company had no authority to waive the monthly fee I was misinformed of. An apology of misinformation is not financial resolution of the misinformation I received, nor does it address the fact that the reason I signed up was to take a class that was not what was advertised. I should not have to pay the monthly membership fee to cancel what I was told was a trial membership by vasa's employee.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/05/2024

  Hi *****, 

  Again we apologize and want to help improve your experience with VASA. As a final resolve we can offer a partial refund of $20.90.

  Please let us know if you have any further questions. 

• Initial Complaint

  Date:10/25/2024

  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 am writing to file a formal complaint against Vasa Fitness regarding their deceptive business practices and hidden charges associated with their gym membership. Upon signing up for a membership, I was not made aware of several hidden fees outlined in the contract. When I reached out to customer ********************** to dispute these charges, I was met with an alarming response: If you dispute the charge, we will reopen the account and charge you until it goes to collections. This statement suggests a clear intimidation tactic aimed at discouraging customers from questioning their billing practices. Additionally, I learned that Vasa Fitness imposes a fee for canceling the membership if done before six months. After 60 days, they implement a hidden fee that is twice the price of the actual membership. This kind of misleading information creates an environment of distrust and is unacceptable in a business that claims to prioritize customer satisfaction. ********************** currently has a 1-star rating on ******, with numerous complaints echoing my own experience regarding these same issues. I urge the Better Business Bureau to investigate Vasa Fitness for their fraudulent practices and consider taking action to protect consumers from such predatory tactics. Thank you for your attention to this serious matter. I hope to see appropriate measures taken against Vasa Fitness to prevent them from continuing to exploit unsuspecting customers.

  Business Response

  Date: 11/06/2024

  Hi ******, 

  We appreciate your feedback and apologize if you feel you were not made aware of these fees. All of our fees are outlined in the membership agreement. You did recently speak with one of our representative and the cancel fee was waived. Please let us now if you have any further question or concerns. 

  Thank you. 

• Initial Complaint

  Date:10/23/2024

  Type:Order 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.

  Date of transaction was 7/18/24. Amount of money paid was $90 on 7/25/24. The amount of money they claim I owe currently is $694.97. They also continue to add membership fees each month even after I canceled my membership.**** committed to provide personal training to include meal planning, 2 in person training sessions per week, off day workouts, personalized monthly workout schedule, design one-on-one workout program, perfect my form during workouts, ensure I do safe work outs, hold me accountable to stay on track and meet my goals, help me stay motivated and focused, personal attention and training to achieve my individual goals, access to an App to review my customized workout plan, track my workouts, log activities, and see my progress over time.Nature of the dispute is that I received none of the services listed above. I met with a personal who was filling in for my trainer once. The following week, I met my personal training who ran me through a workout and did nothing further even after I reached out asking about the other services multiple occasions. They had me sign a blank screen with no words whatsoever on the screen. They forged the contract by placing my electronic signature on a contract that I did not read, sign nor was provided with a printout. They did this without authority and with the intent to deceive. Therefore, the contract is deemed invalid, rendering its terms unenforceable. Additionally, the language in the contract contradicts what I was told by staff as to what services were to be provide and how to cancel. I have multiple audio recordings of the details their false claims which includes the services to be provided and how to cancel. The business has refused to resolve my problem. I called corporate and was hung up on. I have also reached out via email on multiple occasions to no avail.Personal training is advertised on their website and can be seen here: ******************************************

  Business Response

  Date: 10/24/2024

  Hi *******,
  I sincerely apologize for any misunderstanding regarding what is included in the Personal Training subscription. It is our member's responsibility to ensure they are aware of what they are signing up for. You had mentioned that you had audio recordings of incorrect information being given to you. Please send these for review. At this point, the subscription is valid and we are unable to waive any payments or cancel out the training.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22398460
  
  I am rejecting this response because: I have already consulted with an attorney. Per my attorney, it is FRAUD when you put my signature on a document that I did not read or sign. I have no way to send you the audio recordings electronically. If you would like to listen to the recordings, please give me a call. I am happy to play them for you.  

  
  Sincerely,
  
  ******* De La ****

  Business Response

  Date: 10/25/2024

  Hello,
  You should be able to save them and attach them to an email. You can send these to *********************************

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22398460
  
  I am rejecting this response because:

  My response to Vasa message dated 10/24/2024  You stated that it is the members responsibility to be aware of that they are signing up for. I did not sign the contract you are trying to enforce. You took my electronic signature and put it on a contract that I did not read nor signed. That is fraud.

   

  Additionally, you falsely advertising personal training services. I was not provided with these services. See the text messages with my trainer confirming she would not provide those services. This is in addition to the audio recording I will be sending.

   

  I also have an email confirming cancelation of my membership, see attached.

   

  I feel that it is important to note and I have tried to resolve this matter with you on multiple occasions but I was hung up on and blocked by email, see attached.

   

  My response to Vasa message from 10/25/24 - I have the audio on a handheld device. I will get it downloaded to a computer and email to you by early next week.

   

  Additionally, I was contacted by a law firm you hired to send me to collections.

   

  I have informed them of this complaint, as well as the others. They are refusing to suspend their reporting against my credit for the outcome of the complaints.

   

  They also refused to provide me my 30-day notice of my right to dispute the claim. I asked the gentleman, and he said he would not share with me how much time that I have and said they would report me any day now. Will you please provide me with the recording from your law firm? This is my formal ******************* Request.

   

  Will you also be updating them and have them hold on reporting against my credit?

  
  
  Sincerely,
  
  ******* De La ****

  Business Response

  Date: 12/09/2024

  Hi *******, 

  Thank you for providing us with that recording. What the employee said regarding training was correct in what she told you, except, you have 3 days to cancel your personal training subscription without penalty. The subscription for personal training is valid. Our terms to cancel your personal training is; relocation or selling. If you relocate 25 miles outside of a VASA or sell your subscription to another member, the fee for both of those would be $100. Thanks, you can also respond to the email if you have further questions. 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22398460
  
  I am rejecting this response for the following reasons:

  1. I did not sign the contract you are trying to enforce. You put my electronic signature on a document that I did not sign nor read

  2. What you advertise as services and what your staff said was included was never provided

  3. I did not even meet my trainer until after the week had already passed (your staff side I would meet the trainer within 3 business days)

  4. I called within the week to the club and corporate and corporate hung up on me

  
  Sincerely,
  
  ******* De La ****

  Business Response

  Date: 12/12/2024

  Hi *******, 

  You will need to contact ****** if you wish to further dispute the collection. 

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22398460
  
  I am rejecting this response because:

  Please answer the questions in my last response.

  Refusing to answer questions, particularly when formally requested to do so, can be considered an "admission by silence" which means the court may interpret the lack of response as an admission of the truth,essentially implying guilt or acceptance of the fact in question.

  I will not contact ******. I already spoke with them on the phone and advised them of this complaint. In fact, they are in violation of the Fair Debt Collection Practices Act. They lied on the phone and said they would report me any day now. They never: provided, within 5 days of contact, a written validation notice that includes:

  -how much money is owed.
  -the name of the creditor the debt is owed to.
  -notice indicating the consumer has 30 days to dispute the debt before it is assumed to be valid, and how to dispute the debt.
  

  ****** recorded our phone conversation wherein they lied. This serves as my formal ******************* Request to you for that phone conversation recording. Please forward that audio recording to my email address you have on file.
  
  Sincerely,
  
  ******* De La ****

  Business Response

  Date: 12/16/2024

  Hi *******, 
  
  I am not sure what question you are referring to. You stated the following:
  
  1. I did not sign the contract you are trying to enforce. You put my electronic signature on a document that I did not sign nor read
   - The signature you are referring to, per club you did sign.  
  
  2. What you advertise as services and what your staff said was included was never provided
   - The recording you provided did not mention a service we do not provide. Mentioned, was one on one training, the app offers our Personal training portal. Accountability and progress progression. 
  
  3. I did not even meet my trainer until after the week had already passed (your staff side I would meet the trainer within 3 business days)
    - They schedule based on availability, I can speak on the trainers schedule.
  
  4. I called within the week to the club and corporate and corporate hung up on me
   - You would have needed to cancel within 3 busy days, I did state that in my first response. They did say within the first week which is incorrect.
  
  
  Balance owed - $734.96 is the total sent to collections, they do add their own fees. The payments were stopped which is why the account was sent to collections for non-payment. 
  
  ****** & Associates is the collection agency. If you pay the collections balance off with the first 30 days it will not effect your credit negatively. Notices sent by us: return letter sent to your email. Dates 08/03/2024 and 08/06/2024. Text and phones calls. ****** will reach out once they receive the account in their **********************. You will need to contact ****** to dispute, I do not have information on that process. 
  

  Customer Answer

  Date: 12/19/2024

   
  
  Complaint: 22398460
  
  I am rejecting this response because:

  My reply to your response is as follows:

  1. Once again, I did not sign the contract that you are trying to enforce. 
  2. I was not provided with the services listed in your marketing materials and the services I was verbally given on the recordings. That is false advertising. Will you please explain how you are not responsible for providing any of the services you advertise (online and verbally) but I am somehow responsible for a contract I did not sign?
  3. According to the phone recording, I was supposed to meet with my trainer within 3 days, but your trainer called off. Again, how you are not responsible for anything but I am somehow responsible for a contract I did not sign?
  4. Once again, how are you not responsible for anything here?

  I am not paying the money you claim I own. At best, I owe for 1 month. I have confirmation of my cancelation for personal training and my membership. Those documents were sent to ******.

  Sincerely,
  
  ******* De La ****

  Business Response

  Date: 12/24/2024

  Hi *******, 

  I understand and we want to help resolve this. I can offer you pay us the balance owed. Your current balance is $734.96, I am able to remove some of the fees for you. Your new balance owed to us will be $664.96 and we can offer you time back in the gym. I am unable to remove the balance for the personal training subscription. Please let us know if you find this resolve satisfactory. 

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22398460
  
  I am rejecting this response because: You cannot enforce a contract that I did not sign. Your club located at *********** and *********** (staff, ***** ******) committed fraud by taking my electronic signature and illegally placing it on a contract. Therefore, I will not be paying any personal training fees. I am happy to pay the last month of the gym membership itself, if owed. I canceled but no longer have access to the app but I have the cancelation verification email and can also go back into my bank records to verify what you are claiming I owe (for the membership only). That is the only agreement/offer that I will accept. 

  I see from Reddit, BBB, Yelp, etc reviews online that committing fraud is a regular occurrence for VASA Fitness. I will be taking this matter to small claims court if you do not remove all personal training fees. I have mentioned the fraud contract many times to you on this BBB posting you repeated fail to deny it. 

  
  Sincerely,
  
  ******* De La ****

  Business Response

  Date: 01/02/2025

  Hi *******, 

  The contract is valid. However, as a resolve we have removed the account from collections. Moving forward nothing will be owed to VASA Fitness or ****** & Associates regarding this account. Please allow 30 days to see a change in your credit report. Thanks. 

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22398460
  
  I am rejecting this response because:

  Thank you! I accept your last message, however, I do have a question about my husband's account. He has also been sent to ****** for over $300 but we have no idea why. He had a month-to-month contract that he canceled at the same time as I canceled mine. He sent an email and canceled on the app so he should only owe the last month. He had nothing to do with personal training. We disputed the amount with ****** but have not heard back from them. I would like to resolve his account, as well, if possible. I am happy to pay the last his last month.  

  
  Sincerely,
  
  ******* De La ****

  Business Response

  Date: 01/03/2025

  *******, 

  I would need your husbands information and we can look into for you. Thanks. You can reach out to us at ********************************************************. 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22398460
  
  In response to your last message, I contacted the email you asked me to contact. I received an automatic receipt reply that said I would receive a response within 48 hours. It has been 48 hours, and I have not received a response. Can you help please? 

  
  Sincerely,
  
  ******* De La ****

  Business Response

  Date: 01/09/2025

  Hi *******,

  Apologies, we had a recent influx of emails. I have found the email and will respond to resolve. Thanks

   

  Customer Answer

  Date: 01/10/2025

   
  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,
  
  ******* De La ****

• Initial Complaint

  Date:10/17/2024

  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.

  I attempted to cancel my membership in the gym at the end of April 2024 and spoke with a gym representative in person who stated I needed to pay partial payment and then my membership would cancel. I was unaware they placed my account on a FREEZE and resumed payment July 26, August 26, and September 26, 2024.. I have attempted numerous times to resolve the issue and was told by the general manager at ***************** he was unable to resolve anything and spoke with customer ********************** on **/3/2024 and was told that the manager would assist with canceling and a refund and hung up on me. I then spoke with a manager via phone thru customer ********************** ************ who in the first three minutes spoke over me and continued threatening to end the call and REFUSED to cancel and or issue a refund and stated I knowingly knew I was freezing my account. I explained I already started a membership in May with Lifetime Fitness and can prove it and she continued refusing any assistance.

  Business Response

  Date: 10/18/2024

  Hello,
  I apologize for the inconvenience that this has caused! As a resolve, I have gone ahead and cancelled your membership with no further billing. It looks like your membership was placed on hold via the app back in April. We did not receive any request to cancel your membership until this month, so we are unable to refund any previous payments. 

• Initial Complaint

  Date:10/14/2024

  Type:Order 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.

  My personal trainer has left your company, not only did I only get one of my two sessions I paid for but now you guys want me to pay for two more sessions just to cancel. You guys are basically robbing me $210.00 dollars for nothing. It's to the point I don't even want a membership with you if that's how you treat your customers. Times are really hard for all people right now and you want me to pay over 200 dollars to cancel, that's really disgusting. I would suggest making things right with me or I'll take my business elsewhere. It's not my fault your employee left.

  Business Response

  Date: 10/15/2024

  Hello,
  I apologize for any inconvenience this has caused. It does look like you are past due for $220.79, and we are unable to cancel when you have a past due balance. The Personal Training agreement is with **** as a whole, not a specific trainer. We would be happy to get you set up with a different trainer so you can use the sessions that you have paid for. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22419879
  
  I am rejecting this response because:

  Out of that $220.00 I only got one training session of the two. I was told I could cancel anytime and not worry about fees. The last thing I want to do is train again with you guys after I feel robbed. I would like to keep my membership and nothing else.

  
  Sincerely,
  
  *****-******* ****** *********

  Business Response

  Date: 10/18/2024

  Hello,
  As a final resolve, I have waived the past due balance and cancelled your Personal Training with no further billing.

  Customer Answer

  Date: 10/21/2024

   
  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:09/24/2024

  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.

  To Whom It May Concern,I am writing to file a formal complaint against Vasa Fitness located in *******, **, regarding an incident that occurred involving my senior father. He was the victim of a racially motivated attack by another member of the gym, and the way the situation was handled by Vasa Fitness was deeply concerning.On September 23rd, my father was assaulted by a woman in what appeared to be a racially motivated act. Despite the serious nature of this incident, the gym staff simply escorted the woman out, treating her with unwarranted courtesy, while my father received no support or explanation. No one from the gym staff spoke to him directly, nor was there any follow-up regarding what actions, if any, were taken to address the situation.After filing a complaint with Vasa Fitness, the response I received was dismissive, stating only that they would "reach out if needed." Since then, there has been no communication or resolution offered. I find this lack of action and disregard for the safety and well-being of a senior member, especially after a racially motivated assault, to be unacceptable.I am seeking an investigation into this matter and appropriate action taken to ensure the safety and protection of members, especially in such cases where racial discrimination and assault are involved. Vasa Fitness should be held accountable for their poor handling of this serious issue, and they must address their lack of communication and follow-up with affected members.Thank you for your attention to this matter. I hope this will prompt a resolution and lead to changes in how Vasa Fitness handles such incidents in the future.

  Business Response

  Date: 10/14/2024

  Hello,
  I apologize for my delay in response. It does look like an Incident Report was filed for this, and is currently being investigated. Our safety team will reach out to you if they need anything further from you at this point. I completely understand your concern and frustration regarding this situation.

• Initial Complaint

  Date:09/21/2024

  Type:Sales and Advertising 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 tried to cancel my membership at **** due to being in a car accident, limiting not only my physical ability to workout due to having surgeries but also because of the financial situation the accident put me in. Since not being able to cancel or put a hold on my account at the time because of missing payments the time of the accident, it therefore allowing them to rack up what was once a debt of under $50 to $360. They have had absolute horrible customer ********************** everytime Ive tried to address the situation and now theyve sent me to collections and are not allowing me to settle. I dont mind paying my due fees but hundreds extra is absolutely insane.

  Business Response

  Date: 09/24/2024

  Hello,
  I sincerely apologize for any inconvenience this has caused. We did attempt to contact you regarding the past due balance multiples time before it was written off. After months of unpaid dues, your membership was sent to ****** and Associates. Unfortunately, the debt is valid and you will need to work directly with them. VASA Fitness is not responsible for any fees added on after it has been written off.

• Initial Complaint

  Date:09/10/2024

  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.

  I stopped using Vasa a few years back because I was physically assaulted and they did absolutely nothing about it.
  I started using it back up, and I fully enjoyed going to Vasa's gym again until I saw the individual who ASSAULTED ME.
  I went and complained again and they did absolutely nothing about it.
  
  They are now calling me constantly demanding a payment, I would like to continue using Vasa but I absolutely do NOT want to support a company that not only supports Assault and Battery against others, but especially against myself.

  Business Response

  Date: 09/12/2024

  Hello,
  I apologize that this was your experience at VASA! I do not see that we have a record of any report filed regarding an assault. I do see that there was a conversation in club where you were upset and saying you would not pay anything to VASA. Can you clarify if you reported this at the time that it happened? 

  Customer Answer

  Date: 09/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this appears to be the only way to respond. The assault happened before I moved a few years back, I had complained to the guy at the front desk and had a couple I was friends with do so on my behalf as well and they did nothing about it. That's when I first cancelled and move to Arizona.

  Seeing that woman again set me off. That's what I was upset about when I told them I wouldn't pay vasa again, this has been an issue for me and I absolutely have called your company out on social media platforms multiple times.

  No one has the right to assault others regardless of whatever reason they think they have.

  If that woman had an issue with me she could have taken it to the front desk, I know that myself and multiple others had made complaints about her and her attitude of anyone daring to use a bench next to the one she was on, and that creates a bad atmosphere in general.

  It does not help when your front desk ignores it and makes excuses.

   

  For the record this incident happened at the University Mall in Orem location, and it would have been around 6-7 AM as I worked the evening shift specifically so I could work out before work. 

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

  Business Response

  Date: 09/17/2024

  Hello,
  We pride ourselves in being a safe environment for everyone, and I apologize that you felt uncomfortable while in our club. When situations arise, we do a thorough investigation to ensure the situation is handled properly. We do not have documentation of the incident that you are referring to. Since its been 2 years since the incident occurred, we will have a difficult time going back to that as we no longer have footage from that date and the majority of team members in club likely do not work for VASA Fitness any longer. 
  
  I am not seeing an active membership under your name. Do you know your membership number? If you are wanting to continue using our facilities, and feel uncomfortable going to that location, I encourage you to use one of our nearby locations.

  Customer Answer

  Date: 09/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It was more then 2 years ago. It was a pretty big issue for me at the time.

  I was in the dumbbell area and an older lady who had made multiple people uncomfortable with her attitude was using a bar from a bench press, and purposely hit me in the head because I had the audacity to use the only empty bench that was next to her. It was literally empty because no one wanted to work out next to her, and I didn't have much of a choice if I wanted to finish my work out on time. 

  I came back because I figured enough time had passed that maybe she wouldn't work out there anymore, or that Vasa itself had taken complaints against her seriously.

  I can testify by the fact that I saw her at the American Fork location that was not the case.

  SO the question is why would I want to give my money to a company that just lied to me about investigating assault when it's brought up to them when the guy at the front counter told me not to perv on women (seriously that's freaking gross, she is easily old enough to be my mother) and more importantly ignored the other couple when they went and complained. 

  I even asked the guy that you referenced at the front counter of the American Fork location when I asked him what the policy was on people who physically assault others.

  Again when he responded as you claimed I told him I wouldn't give my money to vasa anymore because that was a lie from my perspective.

   

  Maybe Vasa is finally catching up with modern gym culture that no longer caters to these people, I certainly hope so because her actions and your companies actions are the ONLY reason I'm not giving you money anymore. 

  I would like to try another location, but I'm also not paying an extra fee's or back dues because of this entire situation. If you want my business then I need a guarantee that your company WILL investigate all assault allegations moving forward regardless of if the person assaulting others is female or male. And yes at this point I want my gym membership reinstated with no back due payments.

  I hope you can understand why I've been so frustrated over this, and just so we're clear I have made public posts to the Vasa page on facebook as well as called you out by name on TikTok after sharing what happened to me.

  You either have ZERO social media managers or they're paid entirely to much, because if someone started claiming my business condoned assault and battery I would 100% try to resolve their issue. 

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

  Business Response

  Date: 09/20/2024

  Hello,
  I apologize if you felt like I was minimizing your experience. That was not my intention at all. I completely understand your frustration regarding this. VASA does take assault very seriously. I was simply stating that we did not have record of this incident occurring at the time, and since it was more than 2 years ago we no longer have reliable information to validate. I would be happy to work with you regarding your membership, but I am not seeing an active membership in your name. Are you referring to the membership that is in collections?

  Customer Answer

  Date: 09/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Yes, and this was the issue pertaining to why I wasn't going to pay anymore
  
  
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:09/10/2024

  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.

  Have a balance because I am experiencing a financial hardship right now. Was requesting to freeze the membership because I love the gym but I really cannot afford it right now- and was wanting to come back as soon as I am financially able they were not willing to work with me whatsoever. What else is new. They are a huge corporate company that doesn't care about their members even willing to loose your membership over it.

  Business Response

  Date: 09/12/2024

  Hello,
  As a resolve, I have adjusted your balance so you are no longer past due and placed your membership on a 3 month hold. When your hold ends, you will be responsible for any payments owed.

  Customer Answer

  Date: 09/12/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22267164, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Molly Fielding