Complaints

• Initial Complaint

  04/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  There was a month to month membership signed up for over the phone with the last month prepaid , No verification of who was signing up was needed or signature just give me your information and payment. Fast forward to the needing to cancel the membership due to health/personal reasons and have the last month prepaid suffice as the notice . Oh no you must come in and sign a form .. I advised many times I couldn't make it in , I'm sorry you must come in even thought you don't have to to sign up not have proof of who you are ... Fast forward , I was near the facility after my treatment and had my ride stop there , Then I was REFUSED a cancellation form due to it now being past due even though I advised many times to cancel and use the last month as my notice. I am being harassed and attempts to auto draft payments after I have advised to cancel and cease any collection attempts. I want all collection activities to cease, cease attempts to draft my bank after being advised to cease and full cancellation of this membership and the last prepaid month used as payment as requested .. Records clearly show its been weeks and prolly months now no access to the facility .

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I used to love Mountainside, as I have been going there for 8 years. Unfortunately I had really awful incident happen and I wont be returning. I left a meaningful sweater in the sauna, and as soon as I left the facility, I called. The girl at the front desk put me on hold so she could look and came back on the line to asked me if it was a "fuzzy black sweater", which was confirmation that she did in fact find my sweater. Who else leaves a sweater in a sauna. I can absolutely guarantee that if you pull up the cameras, you can see her with it. She assured me that she had it safe in the front desk cabinets that are locked, and that I would have to show ID to pick it up and she would note it in my account.I went to go get my sweater that was confirmed to be in their possession, and upon walking in, the girl at the front recognized me and immediately said "you're here to grab your Supreme sweater right?" (also information I never gave out, which comes to prove again that they had the sweater). When she went to grab it, she opened the cabinets and ironically she couldn't find the sweater but then stated " I just saw it in here".When I asked to talk to a manager, the manager was RUDE and called me a liar and stated that they never had it (as if she was part of any interaction) and that I have no proof. I'm sorry, but this is not how you treat someone. She then made a rude remark that she'd "text" her employees to see if anyone knows about it. Which is also a weird and also rude way of not actually offering to help or even apologizing. The gym employees have no respect, and it's obvious someone stole from me. I asked them to look on their cameras and they declined. Because they know i'm right.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I signed up for a 6-month intro membership to Mountainside Fitness in March 2020. A few months later, I decided to move out of state so I went to the gym and signed a membership cancellation form on 7/5/20 (attached). I was prepared to pay an early cancellation fee but the rep told me that he was going to waive any fees because the gym had been closed for a few months of my membership because the pandemic. I received a couple of phone calls from Mountainside a few months later asking for money, but I told them the situation and that any extra fees had been waived according to their own rep. **** did not mention that they were still charging my debit card.I recently noticed they charged my card 17 more times after I cancelled my membership (from 9/4/20 - 1/4/22, see attached) for a total of $724. I feel Mountainside took advantage of the situation and gave me misinformation, resulting in over $700 being charged to my debit card. I've called the gym and the corporate office multiple times and no one has been able to help me. **** keep passing me off to other departments. I've also called my bank to dispute the charges but was only credited back $41.50 as their policy is within 90 days of the disputed charge. I would appreciate settling this dispute by Mountainside refunding me $682.50. Thank you for your help in this matter.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I cancelled my gym membership when gyms closed down in March/April 2020 due to covid. I CANCELLED membership and received verbal confirmation. However, when gyms re-opened in June - I was getting charged. This went on for months to years. The credit card that was being charged -- was no longer my primary card. Hence, it went undetected. I called multiple times to follow up; and confirmed cancellation. However, I kept getting charged. You guys are thieves and teaching your employees to be leaches. Shame on you.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  The ** club was opening in early 2020 in my neighborhood. I joined under a special to get 4 months free. I joined on 11/7/19 and per the offer, I had the choice of starting my membership right away at another location or waiting to start my membership until the club opened in 2020. When I went online to join, the agreement generated reflected the November start date, with no option i to specify deferring the membership until the opening of the club. I called the Desert Ridge location, and a membership representative told me it would be manually corrected after I submit the enrollment. After joining I sent an email asking if I would get a corrected agreement. Membership Coordinator, ************************* replied and said the adjustment would be "done manually in house so you would be good to go with no billing to start until July 3rd, 2020." I was never given a revised membership agreement. My membership began 3/1/20. Then COVID-19 hit and I stopped using the club until it was safe. Per Mountainside policies, my membership term was extended for months where the club was closed and months that I put my membership on hold. I visited the club 3-4 times to see when my original term would end so I could cancel. Now I know that the people I spoke to could only see original incorrect dates. I stopped in again after getting vaccinated in April 2021, and was told my original term would end in October 2021. When I called in September to cancel, I was told my membership was active until March of 2022 and I would have to pay a cancellation fee for the remaining months. Mountainside had retroactively renewed my membership effective March 2021, based on the incorrect start date of 11/7/19, I went in with my documentation and proved the error. I had been charged for two extra months and an annual maintenance fee ($179.00 total). I requested a refund after proving that the error had been made. They refused. I emailed ****************** to escalate the issue. No reply.

*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. ↩