ComplaintsforVASA Fitness

• Initial Complaint

  11/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my membership with Vasa fitness in person at the Westminister location at the desk with one of the staff - she looked to be early 20s. She confirmed there was no more balance due because I had paid for the month. I walked out and a few months later my credit tanked and I was getting collection calls from ****** and Associates for $182. I am extremely upset and will NOT pay this balance, either the desk lady didn't properly complete my cancellation or there was some fee she never informed me about even though I asked if I was fully paid up and asked about any cancellation fees. Perhaps she was new? It was at night and there was not a manager available so she may have left it open and not been able complete her task. I have been seeing all these collections issues online after people cancel their **** membership so clearly this is an issue **** must fix. Please take this off my credit IMMEDIATELY.

  Business response

  11/11/2024

  Hi ***,

  Thank you bringing this to our attention. Reviewing your account, we do not have any note or documentation requesting to cancel. You membership was written off with the balance of $109.96. As a resolve you can pay us this directly and then we would be happy to remove this from collections for you. Please let us know you have further questions or concerns. You can also reach out out to us at ********************************************************.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for ******** membership late in August of this year. I signed up as I was told per their promo that registration is waived and that no commitment required, just a month to month basis membership, no other financial obligations. They ommited to mention that you cannot cancel your membership, and should you cancel they will charge you $100 for cancelation. I also signed up for a personal trainer as per their promo of three free sessions, which I did not get because the assigned trainer was always changing schedule or appointment. And then after about three sessions in the following weeks she left **** for good. But the main issue here is that she never told me that I was locked in for a 6-month contract nor did she show a contract. I was going for the three free sessions to test out if having a personal trainer would actually be beneficial for me health-wise. I reached out to **** support team requesting cancelation of personal trainer but I was told though I cancel am still obligated to pay the whole 6-month for services not. rendered. So I was so upset as I feel I was robed and deceived and did not want to continue going to a place that does not practice transparency, that mistreats and mislead customers. They want $100 for cancelation fee plus nine payments of $80 for the personal trainer. Now they are harassing me via email and phone calls to pay up. So I emailed them in response describing the scenario am telling here but they would not hear of it and told me to pay up!

  Business response

  11/11/2024

  Hi *****, 

  I am sorry to hear about your experience and apologize you were not made of aware of the length of your subscription. You currently have 8 remaining payments on your personal training subscription. The two ways to cancel your Personal Training subscription are either due to relocation (if you've moved more than 25 miles from the nearest gym), or if you sell/transfer your training to someone else. We do not have a medical or financial hardship clause for cancellation. In order to cancel due to relocation, we'll need a proof of move, which would be a utility bill or lease/rental agreement in your name. There's also a $100 cancellation fee. Once we receive the proof of move and cancellation fee we can get the account canceled out. If you're not moving you can sell/transfer the account to someone else with a $100 transfer fee. The new person would pick up the subscription where you left off. Once the subscription is fulfilled or one of the above cancellation policies are followed, we can assist in canceling your Personal Training and membership.

  We can also freeze your personal training for 90 days, this usually would require a fee but as a courtesy I can waive that. Please let us know if you have further questions or concerns. 

• Initial Complaint

  11/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  10/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Hi, I keep trying to cancel my personal training and membership and they keep charging me instead of cancelling my membership. I don't live anywhere near vasa anymore. I want a refund for the $42 they just charged me and they're trying to charge me another $200 in November for memberships I can't use.

  Business response

  10/24/2024

  Hello,
  Your membership was not cancelled previously because you still have payments owed under the subscription portion. It looks like there is currently 1 payment remaining before you go into auto-renewal. Once in auto-renewal, you would owe the 30 day notice to cancel. This means any payments set to draft within 30 days are owed. Since Personal Training is charged bi-weekly, this means you will be charged 2 more Personal Training payments. I have processed the cancellation of your Personal Training with 11/04/24 as your next bill date and 11/19/24 as the last bill date, giving you access to those sessions until 1/19/25. I have also processed the cancellation of your membership portion with 11/18/24 as the last bill date, giving you access until 12/18/24.

  Customer response

  10/24/2024

   
  Complaint: ********
  
  I am rejecting this response because: It doesn't give me any information or resolve my problem.
  
  Sincerely,
  
  ****** *******

  Business response

  10/25/2024

  Hello,
  If you send proof of you changing your address with USPS we can cancel this without the payment owed for Personal Training. However, since you are still under subscription you are responsible for that payment. 

  Customer response

  10/25/2024

   
  Complaint: ********
  
  I am rejecting this response because: I don't have anything from USPS. My plan is to send you my mortgage statement from the bank. I'm not sure how else to get y'all to refund my money and stop charging me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  10/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  10/25/2024

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

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I recently had an extremely disappointing experience with VASA Fitness. From the start, my wife and I were not informed about an annual fee that was charged just two months into our membership. This lack of transparency led to a payment failure and a $25 fee on both our accounts. When I called to resolve the issue, I was initially told the fees would be waived due to the oversight by their staff. However, on a follow-up call, I was informed that the fees were valid and could not be reimbursed. To make matters worse, I was denied the opportunity to speak with a manager or supervisor to file a formal complaint. As someone with years of experience in customer service, I find this level of service unacceptable. It feels like VASA Fitness is designed to exploit payment failures, especially by requiring individual accounts for each family member. I am seriously considering canceling our memberships due to this poor customer service and deceptive practice.

  Business response

  10/24/2024

  Hello,
  I apologize that this has been your experience with VASA Fitness. I completely understand your frustration. However, this fee is outlined in the membership agreement and online. Unfortunately, this fee is part of all of our memberships and it is unable to be waived. As a resolve, I have pushed this payment out so it will now be charged on the 28th of this month. 

  Customer response

  10/24/2024

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

  Although I understand that this might be set in your contracts, I don't understand why proper time isn't being invested to train your staff. When we signed up, we were given different information. We've been with Mountainside Fitness for 20 years and recently moved closer to Vasa to avoid a long commute. We were told we could be on the same billing which i understood as a family unit. Then when confronted with the fees after the annual dues we were told by your phone team that fees could be waived by multiple agents over the phone as evident by the notes in our calls. Now, you're saying the fee can't be waived, which is contradictory. No one here is saying you should not charge an annual fee, the dispute is we were never notified and were told we were signing a waiver on a cracked iPad at the gym. 
  
  The discrepancies between your physical location staff and phone staff are confusing. This situation makes it clear that Vasa is not family-friendly, which contradicts what we were led to believe. Additionally, no one has taken the time to call and clarify the situation. What do you mean by "moved to the 28th"?

  I have attempted to upload a picture of my bank statement showing the billed 25 dollars but it keeps saying it’s too large but I do have it as proof in needed. 

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

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On, October 1, I was charged by Paramount for membership and fees for myself and a teenager at the price of 78.45 and 81.44 approximately. I decided to cancel and was charged an additional 25 dollars per membership. Next, I was told that I owe an additional 25 dollars for declined payment which occurred on 8/8/24 which was not my doing. I’ve requested receipts and cancellation verification from this company via the phone and web chat with no reprieve. Now. It’s showing in the app that I owe the month of October which has already been paid and I would like to get confirmation on what money they have received as I believe I’ve been overcharged and possibly scammed.

  Business response

  10/14/2024

  Hello,
  I apologize for any frustration this has caused! I do see that you were charged your regular payment on 10/1/24 which included the monthly membership fee of $24.15 and the Rate Guarantee Fee of $54.30. When you cancelled online, it charged you an additional 30 day notice (per the membership agreement) of $27.16 plus the $25 cancellation fee. It looks like you disputed the $78.45, and we took the $54.29 back as the Rate Guarantee Fee was owed under the 30 day cancel. The second membership dues were not drafted as you were double charged. As a resolve, I have also refunded that $25 return fee that was charged. 

  Customer response

  10/16/2024

   
  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,
  
  ****** *****

*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. ↩