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

  1253 N. Greenfield Road Mesa, AZ 85233

• 

  Mountainside Fitness

  2655 W. Carefree Highway Carefree, AZ 85085

• 

  Mountainside Fitness

  4820 E Ray Rd Phoenix, AZ 85044-6402

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  Mountainside Fitness

  300 E Rio Salado Pkwy Tempe, AZ 85281-0800

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:08/14/2025

  Type:Order 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.

  Monthly Fee taken out for $39.95 They will not take my cancellation over the phone. Need to come in person. I work 12 hr. days Going on since 2/2025 I see others reviews complain same thing Refund request of the $39.95 x 7 months ($279.65) , cancel membership

• Initial Complaint

  Date:08/14/2025

  Type:Order 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.

  Below is the email I sent to the company. Instead of replying to my complaint, my membership was cancelled without notice. On 8/14/2025, I spoke with *** ******* who had nothing to say about my complaint. **** *******????District Manager ******************************** p: ************ fax: ************ ******************** Ste. 235 | **********, ** ***** ************.EMAIL:Date: July 30, 2025 To:Management Mountainside Gym [Gym Address if known]Subject: Formal Complaint Regarding Discriminatory Incident on July 28, 2025 Dear Mountainside Gym Management,I am writing to formally express my concern and disappointment regarding an incident that occurred at your facility on July 28, 2025, at approximately 2:40 PM.While training in the gym, I was approached by a staff member who said, "Can you be quiet because someone said they heard someone being hurt." I was taken aback by this statement, which I found both inappropriate and deeply offensive. As an African American man with over 15 years of experience in boxing and athletic training, I have never encountered a comment of this nature in any gym environment.The implication that my training activity caused fear or concern, without any clear justification, felt discriminatory and targeted. I was left feeling embarrassed, disrespected, and singled out in a manner that was both unnecessary and unprofessional. There was no prior discussion, warning, or context providedonly an insinuation that my presence or activity somehow posed a threat.Given the nature of the incident, I believe it is important that Mountainside Gym take this matter seriously. I am currently seeking legal counsel to determine the appropriate steps moving forward.I would appreciate a written response addressing this matter and outlining how your organization plans to prevent similar incidents in the future. I expect to be treated with the same dignity and respect as any other paying member of your facility.

• Initial Complaint

  Date:08/08/2025

  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.

  Cancelling my membership has been so difficult I havent been in town for a couple months and they charged me $305 after I repeatidly told them i couldnt go in to cancel they insisted and ever since then today I got charged $305. I blocked them from charging my card. How can I cancel something I cant physically go and cancel.

• Initial Complaint

  Date:08/07/2025

  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.

  CANT HAVE GAYS AT THIS GYM. ****. I actually was on a recorded phone call. Because I live in a single party recording state. And I record ALL of my phone calls. The CEO, ***** what's his name..verbally accused me of death threats. Which, when I called him out on it be back pedalled. And this was after he aggressively told me his stance on how he disagrees with gay marriage. And all that transpired right before he had my husband and I banned from mountainside

• Initial Complaint

  Date:08/04/2025

  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 have not been going to the gym at mountainside for the last two months, I have been letting them collect payment from me at this time. I went in today and asked to cancel my membership but they refused me. I was told I have to pay a past due balance before they can cancel my membership, however I told them I usually get billed on the 5th or 9th of every month. And stated I still have a past due bill. I asked for corporate number and I called them, they were no help at all. I did inform them about being billed on the 5th or 9th of every month. And he stated I still have a past due amount. I am not going to pay $98.76 just to cancel my membership. Like I mentioned before, I have not been to the gym in over 2 months because of my condition right now. I am expecting and on restrictions for exercise. This was the reason for my cancellation but they did not want to help me. In a way, I felt like they just laughed in my face and said I needed to pay the over due balance. Is this how they keep customers to keep their membership? They will not try to reason with you and expect you to pay the full amount. They need to be more understanding and understand certain situations. With the lack of professionalism from their employees, I would like a refund for this months payment and the months that I did not attend gym. I would also like my membership canceled. They cannot get away with treating people in this manner.

• Initial Complaint

  Date:07/03/2025

  Type:Order 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.

  Mountainside Fitness retaliated against my family after we reported safety concerns in their childcare facility.We trusted the **** & 116th childcare team for years. But after recent management changes, serious issues emerged: multiple toileting accidents went unnoticed, discipline was inconsistent, and our toddler was singled out unfairly.When my wife and I requested clarification and documentation, we were met with silence, deflection, and retaliation. I was handed a blank incident form and told to sign it. When I asked what it was for, neither the staff member nor her supervisor could explainand their answers contradicted what we were told by other managers.Despite multiple written requests, we were ignored. Then my paid membership was abruptly terminated with no warning, no refund, and no reason. A regional director told me they can cancel anyone at any time and refused to answer ************ wife, a fitness instructor at the same location, was told she could no longer use the childcare she needs to do her jobnot for anything she did wrong, but simply because we asked questions.This pattern shows:Negligence (failure to monitor and report toileting issues)Retaliation (canceling membership and childcare access after complaints)Breach of Contract (terminating a paid membership without cause or refund)Violation of Arizona childcare laws (R9-5-514 and R9-5-517)Failure to provide required documentation after formal requests Weve preserved all records and are reviewing legal options. This complaint is to hold Mountainside accountable and protect other families.

• Initial Complaint

  Date:06/10/2025

  Type:Order 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.

  On 4/10/25 I visited the gym to cancel my membership with a representative there. They informed me I would still be billed in May and then the cancellation would be processed and no further charges would happen after May. The gym continues to charge me and wont cancel the membership. I told them I wouldn't be in town for another 6 months and they try to tell me to go back to the gym, which I cannot. I even sent an email to the cancellation department per the contract that states an email can be sent to **************************************** and they are still not canceling this. They are now attempting to send a bill for July as well. I want this gym to cancel the membership as of 4/10/25 since I already paid them the last month dues in May!

• Initial Complaint

  Date:06/07/2025

  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 am submitting this complaint regarding Mountainside Fitness ************** due to a persistent lack of response and failure to address ongoing service related concerns.The steam room at this location has been out of order for an extended period of time, with no prior notice provided to members and no visible signage indicating its status. I attempted to contact the company through multiple channels, including several direct emails and contact form submissions via their website, but have received no acknowledgment or follow-up from any representative.On 06/07/2025 I contacted the facility by phone and confirmed with a staff member that the steam room remains out of service, with no estimated timeline for repair and no communication from management. I have submitted multiple requests to be removed from promotional email communications. Despite these requests and repeated attempts to unsubscribe, I continue to receive marketing emails, which may constitute a violation of federal email compliance regulations.Under the terms of their membership agreement, Mountainside Fitness reserves the right to modify facility operations; however, members have a reasonable expectation that core amenities advertised as part of the membership such as the steam room will be functional or that service disruptions will be communicated in a timely manner. Their ongoing failure to provide either constitutes a failure to uphold the basic standards of service outlined in the ************ efforts to obtain a resolution directly have been ignored entirely. I am submitting this complaint to confirm receival of my complaints and a formal response and acknowledgment, as all attempts to resolve the matter through standard customer service channels have failed.

• Initial Complaint

  Date:06/04/2025

  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 and then I realized that I can get a lower price through my insurance. As a result, I stopped by and informed the General Manager of the store who asked me to email him the details. I did so and now I realized that for the past 8 months, Mountainside has been charging me $39.95 every month, even though I am paying this membership through ************* so I have been charged twice. I asked for a refund since I just followed the steps that their store manager asked me to follow (I showed them the email conversation with the manager that proves my point, too). Unfortunately, they declined to refund me because they said I should have signed a form (which the manager never asked me to) and the manager is no longer with the company so they do not honor his commitment to me. This is extremely frustrating and terrible business practice. I ask for refund for these 8 months I was charged twice because I followed their manager's advice on what to do.

• Initial Complaint

  Date:06/04/2025

  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 signed up for membership in February. I was billed an annual fee in June. I was not contacted regarding this and was unaware that an annual fee would be charged after 4 months. I called to have this fee reversed and to cancel. They refused. I think if a company is going to charge you an annual fee it should be when the first year ends. They also make you go in person to cancel. It is hard to get there sometimes, hence why I wanted to cancel. Terrible company. Dont join, there are better gyms out there.