Complaints

• Initial Complaint

  07/21/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Around I believe the end of May I was Gym shopping. I went to mountainside fitness. I told them that I only want to try one month because I'm gym shopping. They assured. E that no money would be taking out. They decieved me. They said I have to pay the next month for them to stop taking money out. They told me the papers I was signing was just so consent forms for injury and equipment. So now I need a lawyer to sign up for the gym now or can you guys please do something. There is someone else on ****** reviews who went threw the same thing.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Our son was taking private training lessons (January 2022 May 2022) for school purposes. With no notice the trainer left Mountainside Fitness in *************** sometime in Mid-May. Our son showed up but there was no trainer. We called and left messages and no one from the private training side of the gym would return our call. The front desk told us over and over that they could not help us and apologized. The gym did not reassign our son to anyone else. Then Mountainside Fitness charged us for June 2022 for monthly private lessons - $250. We called immediately. I spoke to a woman on the private training side who apologized for not returning any of my calls and explained that the trainer Will was no longer with them. She continued to apologize profusely and said they would refund us. It was no big deal to us at the time because our son had just completed school and was now on summer break he was going to stop private training anyways. We received dozens of emails from Mountainside Fitness shortly after that call canceling all upcoming Training sessions that were apparently on the corporate schedule. Again, found this to be odd because when we signed up for the trainings, we made it very clear we were only doing the trainings for 6 months as required by the agreement,We were never refunded. Now it's July and Mountainside Fitness has charged us again. I called and spoke with the person in charge of accounts - Brody. He ultimately told me to take it up with Corporate. At this point I would like a refund for the 3 sessions that Will did not show up for in May for. All of June. And all of July. No one from Corporate has contacted **** would like to cancel our entire family membership to Mountainside which I was not planning on doing. I just wanted a refund for the last 2 months of private training services not provided.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This "family business" is predatory in their billing practices.My mother, who lives in a different state, had a severe medical issue. The easiest solution was to move out of state to care for her, which happened very quickly. Shortly after arriving in *****, I called Mountainside Fitness to request a cancellation of my membership. I was told that I would receive a call from the billing department, which never came. Then they charged my card again.So I reached out again. This time, I was told that the only way I could cancel my membership was in person - obviously this was an issue since I now lived ***** miles away. When I pushed back, I was told via email from the billing manager (***********************) that the only other way to cancel the membership was to send, in writing, a request to cancel via US certified mail. I responded directly to ****** that I could not, as I was literally in the hospital with my mother.****** never responded, and Mountainside has since charged another TWO monthly payments. I am utterly disgusted - I have attempted in both writing and over the phone to cancel a membership that I cannot use because I live ***** miles away from the nearest location. There is no consideration, no care - nothing. I do not know the words in the English language that could properly convey how little I think of them.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In December of 2021, I cancelled my membership to Mountainside Fitness. They instructed me to go into the gym and cancel with an agent in person, and that is what I did. While in the cancelling process, I asked the agent what happens to my banking information /debit card info; as this is how they charged the monthly fee. He specifically stated that all of my banking information will be erased and no one at Mountainside will be able to retrieve that information once it's cancelled. Today is June 29, 2022 and I learned that Mountainside has been charging my debit account every month for the last 7 months. I called this location. The assistant mgr stated that my membership was indeed cancelled in December 2021. However, their "new computer system" erroneously re-instated old memberships. Yes, she said this has been a problem they are trying to correct. This did not happen to me, there were others. A new computer system that happens to reinstate and reauthorize cancelled memberships and their banking information? How many other ex-members are falling victim to this scheme? And how many have been corrected, how many have not been corrected? I called the corporate office at ************, but no one is available. I keep getting voice mails. Mountainside Fitness must have thousands of members as they are all over the Phoenix valley. If this happened to me, I am sure this is happening to others. Many members cancelled membership due to the covid pandemic, is this how they recoup their loss? They claimed the new computer new system began operating in Jan 2022 (or December 2021. It is currently almost seven months in, and no one from Mountainside has caught this error. This is stealing. This is criminal. This is not normal business practice. Please look into this. No business can continue stealing money every month from their customers for seven months and not know about it. Thank you

• Initial Complaint

  06/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I canceled my membership back in December 2021. They have continued to charge me my monthly fee. I have called numerous times and spoken to managers that assure me they will reimburse the payment and NOTHING happens. I have been charged $53 every month ($38 membership + $15 childcare) since January when I was assured it would not happen. I want my money back.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am looking for them to refund the two charges at 67.50x 2. Our membership was canceled Dec. 2020 and no charges should have happened after that.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Mountainside Fitness put my health and safety in jeopardy. I was attacked and threatened by another member. After 5 min the staff escorted member away. after a few min, the individual was let back in and stalked and waited for me to attempt to do harm to me. Mountainside fitness never phoned police. My spouse did The individual yelled at me again and threatened me and waited outside and I was unable to leave tbe premises. Police arrived and the individual was allowed to workout. I was escorted out I returned next morning to complain to ** about my safety being put into jeopardy as well as my Wife's The ** took no responsibility. His solution was to terminate my membership and ban me from the facility without explanation why. I have been issued a restraining order against this individual and Commander of *********** is running a new investigation. The incident is all on video and Mountainside fitness has possession of the video and is unwilling to share it or speak about it. There conduct and actions are completely inappropriate considering I've been a member for 4 years with no incidents and I've never missed a payment. They will not return my phone calls and recieved one email stating they can terminate any membership with notice. Thank you for taking time for hearing my complaint. Police incident number *********.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  In December 2021 I went into Mountainside Fitness and cancelled the gym membership. In January I received a charge, I was out of town and made several calls to the fitness center. I was charged again February and March 2022. When I returned to ******* I went into both ******** and ****** locations in which no one could assist me. I went back to the North Peoria location and was advised to email their site Manager. I sent an email and was advised there was no re its of my cancelation and was instructed to send a letter to their ********** location and include the membership tag. I explained I no longer had the membership tag as that was returned in December. This company continues to charge me monthly. Each encounter is unprofessional, the level of customer service with this ********************** center is extremely disappointing. Im filing this formal complaint having no success with the vendor and am continuing to dispute their reoccurring charge monthly.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I canceled a gym membership in person In November, I later went home for holidays where they continued to try to charge me. So I called and they said I didn't close my membership even tho I did. So when I got back I went to a branch and explained to their worker about thie situation. The worker ensured me I wouldn't be be held responsible or have to worry about the charges they tried to collect. So I then resigned a cancelation form and was told I was good to go. A month later they tried collecting again saying I still owe them and was then threatened to be sent to collections and threatened with additional charges. Even though I canceled months ago and no longer live in that state. I've tried months getting someone from corporate even to respond. Yet in all the times I've called they answered once said I would hear back from them, but that was over a week ago and I've still yet to hear anything back. They tried charging me again today but won't return or answer calls.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We entered into a contract with this company in March of 2021. We signed up online which gave limited information although we were told we'd get a contract. I have attached my email history from Mountainside to show a contract was never sent. There website, even as I reminded today by member services, is designed to show no account information either. My assumption was that in a year, we'd be prompted to renew. I was not made aware that if we didn't go IN PERSON to a location and not renew, it was automatic.We moved to ********, ** in October 2021. At this time we realized we were 20 miles from the nearest location. Understanding how contracts work, I continued to pay even though I wasn't able to use the service.I saw I was billed in April so I called the Peoria location. I was told that I was to go in person to cancel. I told her that my contract should be up. She said someone from ****** Services would call me back. I never got a call so I just chalked up another ***** payment to my donation to that club. I was billed again today May 3rd. I called again and spoke to a ****** Service rep who now states I have renewed for another year since I didn't come in person to cancel in March. I advised her that nobody told me I'd renew automatically. She said it was in the contract from March 2021 (that I never got) No call to remind their members, no email- nothing. Now I am told I have to still go IN PERSON to a location and pay 25% of my contract for the year off to cancel. This is unfair and poor business practice. Considering their website has no account details, the company didn't communicate my upcoming renewal and nobody from ****** Services called me back after my call to them on April 4th. They are hooking people in by bad business practice. I have already donated enough money for a service I haven't used in almost a year. The ****** Service rep also refused to let me talk to anyone above her and was extremely unempathetic and rude.

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