Complaints

This profile includes complaints for Mountainside Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mountainside Fitness has 21 locations, listed below.

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  Mountainside Fitness

  7135 E Camelback Rd Ste 235 Scottsdale, AZ 85251-1286

• 

  Mountainside Fitness

  15455 W. Bell Road Surprise, AZ 85374

• 

  Mountainside Fitness

  9375 E. Bell Road Scottsdale, AZ 85260

• 

  Mountainside Fitness

  20250 N 75th Ave Glendale, AZ 85301

• 

  Mountainside Fitness

  2501 W Happy Valley Rd Ste 30 Phoenix, AZ 85085-3712

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:05/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 to Mountainside fitness located on ********* in ********, today 05 30 25. I was going to look into becoming a member. My membership was soley based on having a place to open my laptop after working out and having a place to sit around for about an hour before leaving to my office. I asked the front desk person and they said we dont have a business center but we do have a theater office space located about 20 yards from the front desk. I said I am going to look at it. This will be the sole decision for me whether I purchase a membership. About half way there 10 yards they asked if I was a member and I responded no. They said you cant look unless your a member or you feel out an information card. I turned around and wrote down my name and number and said I just want to look at this space as I handed him my information card back. The employee then stated I cant see the theatre room unless I completely fill out the card. I told him never mind please give me the card with my personal information back. This is when the employee became totally aggressive to me and started to come around to confront me on how this card with my information would not leave the building. He then took the card with my information and handed it to another employee and again said this card will not leave this building. I expressed how unprofessional and horrible this service was and both employees chimed in on how it is not bad service. I will quote some of the state laws that were broken on a state level for not returning my information. * Right to know:Consumers have the right to know what information is being collected about them and how it is being used.?* Right to access:Consumers can access their personal information and request corrections.?* Right to opt-out:Consumers can opt out of certain data collection and sharing practices.?* Right to delete:Consumers can request the deletion of their personal information.?This is an unacceptable business practice!

• Initial Complaint

  Date:04/19/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  After canceling my membership by mail in September 2024, they continue to charge me. I canceled the credit card, but they keep adding onto the account and say they require me to visit in person to cancel. I get calls and emails constantly and they tried to sign me up for new personal training sessions April 2025 to charge as well.

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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've been a loyal member of this gym for 10+ yrs. A few years ago I signed my 12 y/o son up as well. He lost interest. I called to cancel his portion of the membership and they said I had to come cancel in person which I did. The young lady at the desk assured me his portion was cancelled and my card would be charged for his final payment - no problem. Several months later I started receiving a slew of calls (several a day) demanding payment for his continued membership - I shared that I cancelled the membership, in person, and would not be paying additional fees for their mistake. They continued to harass, went silent and then I got a collection call from ***************************. I called immediately and they said they could not speak with me because I'm not the responsible party. My son was 12 at the time, has no idea this is even happening and is certainly not the responsible party. I asked who the responsible party might be and they refused to give me an answer and said they could not talk with me any further as I was not the responsible party. I then immediately called the Scottsdale Mountainside Location and spoke ****** in membership services. He said he would settle the dispute for $85 which I refused on principle. I asked to speak to his manager and he said he was unwilling to talk (**** ********) and would just say the same thing he did. I then called Corporate but received no answer. This needs to be stopped as I am sure they are doing it to other people as well.

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 signed up for a membership with this gym on 1/22/25 and paid fees in the total of $73.85. When signing up I was informed that if my membership was cancelled within 30 days that the fees would be fully refunded to me. I cancelled my membership on 2/18/25 and was told I would be receiving my refund within 7-10 business days. As of today's date 4/9/25 I have not received my refund. I have contacted them multiple times, each time they have offered to escalate it to corporate and would give me a call back. I have not received any callbacks.

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  They have charged me incorrectly every month since I have singed up and I have tried to cancel my membership twice but they won't let me.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  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

  Date:12/23/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  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

  Date:12/23/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  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

  Date:12/07/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 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

  Date:12/02/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 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