Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  So recently, at mountside approximately 2 months ago, there was an incident look I'm a grown man. I don't need high school behavior by one of the managers. This place WAS good. This has definitely been a disappointment from people who are supposed to be professional. THERES 2 SIDES TOO THE ****** No worries, I will be calling coparate. I thought this place was different than planet fitness. I thought this situation was done, but you guys are still talking about me behind back. I guess I will be contacting ********. I read the other reviews. Obviously, people are still playing high school games. Also, the person that caused this if you can't handle people being nice to you get a home gym. I did nothing to you and told your wannabe bodybuilding friends and a muscular manager to follow me around in the gym like I'm a criminal. I'm far from feeling safe. I don't date old people. I never hit on this person anyway. I told them my weight loss story. The person told me about themselves too. This is so pathetic. People LAUGH at this behavior. You're not a victim of this situation. I did nothing wrong that this person needs to get over themselves. It's typical liberal stuff. Don't tell someone you're not being bothered and then go tell staff the next day...childish. please go get membership at planet fitness they condone childish liberal behavior. I spoke to the district manager, which went nowhere. i thought at first, but he lies i cant trust him. I'm tired of fighting evil people selfish people. I'm still going to be me nice and respectful to people. And, I will be going back to ** again because I'm not going to let selfish people win. I hope the owner has seen this. If you're new there you will get a lot of rude people and if you're a man the staff will treat you like you're crimnal. The district manager said he looked on the camera footage. I asked what the body builder looked like that was harassing me. He did even know what he was looking at, and he called me a liar.

• Initial Complaint

  12/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We have been Mountainside Fitness members for many years. In 2023 we moved from monthly billing to paying a full year in advance. In October of 2024 we were called to renew our membership for the full year and agreed. On October 11th, 2024 we were billed $1100 to our credit card.The same day, we were charged another $1100.The same day we were refunded one of the $1100 charges.Then on October 16th 2024 we were billed $1085. The $1085 is the charge that is being disputed.We contacted mountainside fitness (both the Talking Stick Way and ****) locations, speaking with general managers. Initial conversations started early November once we received our October billing statement. Mountainside agreed the amount is incorrect and should not have been billed. But because they couldnt find the transaction in their system, they could not refund the ******** husband, **** ********, called Mountainside corporate office and left a voicemail. They returned his voicemail saying they did refund the money. But the issue was we needed them to refund the $1080, and this was not the original refund amount for the original erroneous charge on October 11th.On December 23rd I made a last attempt to get the money refunded. The general manager Will ******* called the billing division ABCFitness as I waited for 45 minutes. He agreed the amount was incorrect error but ABCfitness could not find the charge either. He recommended we report this as fraud against our credit card.Due to either 1. In store fraud or 2. Poor accounting practices, we were erroneously billed and the money has not been refunded. This has been a very frustrating experience and we need assistance in dealing with this matter.

• Initial Complaint

  12/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  In May, I had to leave ******* for several months to care for my aging parents. Before leaving, I contacted the head trainer at the Ahwatukee Mountainside Fitness, with whom I regularly communicated via text. I explained that I was leaving town and requested a pause on our gym membership until August 1. I asked to cancel my personal training subscription, as I had already accumulated 16 sessions and wanted to use them all before restarting personal training. He let me know that the gym's policy allows be to retain my 16 unused training sessions. The trainer confirmed our discussion in a phone call. Despite this agreement, beginning August 1, the gym resumed charging me not only for the gym membership but also for the personal training subscriptioncontrary to what was agreed. I didnt notice the charges immediately but reached out in September via phone to address the mistake. I received no response. I followed up in October and again in November when the unauthorized charges continued. After no resolution from the gym, I escalated the issue by emailing the manager. The manager claimed the trainer (who had since left the gym) had submitted a form on my behalf that contradicted our agreement, indicating that both the gym membership and personal training were only paused until August 1. Furthermore, he stated that the gyms policy required all modifications to be made via certified mailwhich I was never informed of. When I requested a refund for the four months of unauthorized charges, the manager refused, stating however that I was still entitled to use my 16 prior sessions. After I requested a chargeback through my bank, the gym retaliated by revoking the 16 sessions I had already paid for, effectively taking $500 worth of services. The gym violated its own policy that allows customers to use pre-paid ********************************************* sessions.

• Initial Complaint

  12/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have tried to cancel my gym membership with Mountainside Fitness since July of 2021. I graduated from dental school and moved across the country at this time so I have not been using their services for well over three years now. They have made it impossible to cancel, always giving me the run around. Each time I spoke with them about cancelling, they told me something different. One time they said I can only cancel in person. Another time, they said I can only cancel if I mail a letter to their corporate office asking for membership cancellation. One time I asked if a family member of mine could go in person and cancel for me, since I was out of state with little time off to return to *******. They said no. Later, during a different conversation, they claimed that I would have been able to have a family member go in and cancel for me. When they told me to mail a letter to corporate, I did. I received no response. Today when I called them, they said it has to be a certified letter, which I was never informed of before. I am not one to file complaints, but this merchant has been aggressive and relentless in squeezing every ***** out of me. I was a happy paying customer for the time which I used their services prior to July 2021, but since then they have found every way to continue charing me monthly membership fees, despite my credit card company attempting to block the charges or dispute them. When I spoke with the manager of the Arrowhead location (******) in October 2024, she told me the only way to cancel was the pay the past due balance on my account (2-3 months worth of charges that had been successfully blocked by my credit card company). I told her I had been giving free money to them for three years and did not want to pay additional fees to cancel. She was merciless, saying my only options were either that, or allow it to go to debt collections. I feel that these should not be my only options. I tried my best to cancel this membership multiple times.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I was a member I expressed health issue concerns and also had to put on hold then elected to cancel due to feeling my health issues were due to this facility. I've expressed clearly attempted multiple times to cancel - in and out of doctors which I explained. I told over phone cancel in October they refused. Finally I got to the club nov 6 and said cancel - I let them know why and was met with bad attitudes and a *** claiming her dad was a founding member - I was not only disrespected but no willingness to work with me - I also had to put on hold when a parent ended up in *** I did NOT have time to go into the place - over the summer I was very sick. Two times at their facility in yoga room 24 hours later I was sick. I've since spent the past year w respitory issue I never had ever. They falsely wrote personal reasons on my cancellation but it was medical and health - they made me feel uncomfortable and intimidating not to cancel ????!!! I have a cancellation from nov 6 they lied on a document to my **************** and said it stated my account would be terminated almost 2 months later that was false and I had to ask for a copy of what I signed - there are health violations at these facilities and staff who with valid medical reasons they refuse to acknowledge or notate They keep calling me and I am in dispute with my CC they lied in a document no where does it claim ***** on my cancellation

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I no longer live in the service area of this company and have contacted them multiple times attempting to cancel my membership. The company has made themselves extremely difficult to contact directly. No one at their corporate offices answers the phone, no one responds to email and when I finally reached a person at one of their clubs he is rude, is trying to force me to come into one of their clubs in person and I now reside in **********. I've made multiple requests over the past couple of weeks to cancel my membership and he refuses and no one else in charge even bothers to respond to customers. I am looking for my membership to be cancelled and any charges to my credit card from November going forward be refunded.

• Initial Complaint

  11/22/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I have canceled with them multiple times. I have signed documentation from last time. They will not stop charging me.

• Initial Complaint

  11/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I REQUEST TO CANCEL MY GYM MEMBERSHIP FOR MOUNTAIN SIDE FITNESS AND WAS TOLD IT WAS DONE BUT I WAS CONTINUING BEONG CHARHE SO I DISPUTE IT WITH CREDIT CARD AND NOTHING COMES ABOUT IT TILL I RECIEVE A LETTER MONTHS LATER FROM A ATTORNEY OFFICE SAYING I OWE OVER $300 I WILL NOT PAYING THIS AND NEED HELP RESOLVING THIS AS I WAS TOLD IT WAS CNACELLED I EVEN WENT IN PERSON TO CONFIRM AND MANAGER WAS OKAY WITH IT.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hi BBB,I sighn up for one month trial with Mountainside fitness in ****************. I had a family emergency and moved back to **** shortly after joining the gym(less then a month). I called to try to cancel with multiple people and they give me the run around and continue to charge me for unrendered services. I filed a fraud complaint with my bank and got the money back but they keep harassing me charging me for a membership that i very clearly dont want need or use. I need help these people continue to charge me for a membership every month they add on to the account and harass me. I did not ***** a year long contract it was month to month. Cancel whenever you like.That has not been my experience. PLEASE HELP ME. They are being so shady and refuse to cancel the membership it is not a contract it is month to month. I live in another state and do not use there ************ regards!

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 20th I renewed my yearly membership with *** at ************************************ for $495. All of this was over the phone and I let him know that I was canceling my PT sessions that cost $260. The last month should have been June 4th payment. I had spoke to my trainer ****** and ******* the head of training. *** confirmed that training would be cancelled and I would also get free child care $25 a month covered for the summer. I did not sign up for child care after that. On July 4 I was charged $260 for PT even though I canceled in person with *******. On Aug 22 I was texted from billing saying I owed them money for training. I explained over a phone call that I went in and canceled with ******* and *** was aware in the renewed contract that was done by text. My trainer, ******, the head training lady ****** and ***, who did my renewal, are all not working there anymore so they would not refund me money. So, I was asked by billing to to into the ** location to figure out a plan. When I went to speak with the Manager, ***** she said she could not help me. The District Manager, ******* ******* was there so after some waiting, she came out to tell me she would have to contact billing (the ones who told me to come into ** to take care of the matter). I let her know that I actually never was asked to sign the contract renewal and *** didn't keep his word about free child care and cancelling the PT. I asked to completely leave the gym and get refunded 495. She said she would call me the next day. Today, Sept 20, she called but would only offer me 170ish dollars because she was deducting the training sessions I was overcharged for & child care I did not sign up for & 2 months where I haven't used the gym because I've been upset about being taken advantage of and Mountainside Fitness stealing money. I did all the correct things with coming in & still today on the phone she said she now needs to talk to ****, District Training Manager & then never called back.

*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. ↩