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Business Profile

Exercise Programs

Mountainside Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

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

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Mountainside Fitness has 21 locations, listed below.

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    Customer Complaints Summary

    • 73 total complaints in the last 3 years.
    • 25 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/27/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 had a hospitalization between October 2022 and Feb 2023. The gym kept charging us for these sessions. We asked them to stop these personal training sessions that cost $265 a month. They said we can bank them and use them later and pause these sessions as they stand. They still charged us in March even though we asked them to stop. They paused them in April and we thought that would be it. They re-started the payments in May and charged us until July when we noticed and filed a second paper asking them to stop payments. They refuse to repay us the $1060 charged in excess and expect us to use sessions that we cannot physically do. I just do not understand how we are paying for sessions we cannot use. Also how did they restart their services after a medical pause is beyond me.

    • Initial Complaint

      Date:12/08/2023

      Type:Order Issues
      Status:
      Unanswered
      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 Employee ********************* charged my account $22.50 for a day pass without my notice or authorization. I will be on a medical leave and cancelled and I told her I would return after my Dr. ********* I have until the end of the month until my membership cancels but probably will not use the facility She saw me in person yesterday and didn't mention anything, but sent me an email that she charged my account. This charge is unauthorized. Please refund the unauthorized charge and remove my credit card on file. I don't know how many times she has charged my account but I do not trust her.

    • Initial Complaint

      Date:11/30/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 opened a memembership before covid. After covid I got charged multiple times for My membership. One day I got charged multiple times $600 total. I called My bank and cancel any charges from this company. I sent a letter to cancel my membership. a few months later I got charged account with a different name but still Mountain fitness on the end. I went to cancel again. I got charged again different name. Finally after dealing with them for 3 years and cancelling my card. now I got a collection for $289 and they did messed up my credit really bad. This people keep stealing money. I already sent emails and complained but nothing is been done. They keep saying I didnt canceled when I did. im tired of this, I just want them to please stop bothering me. They have steal enough money from people. Is Enough

    • Initial Complaint

      Date:11/24/2023

      Type:Order Issues
      Status:
      Unanswered
      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 July 7 I signed a contract for personal training through mountainside fitness with the personal training manager, ******, at the *********** location in ******* *******. This contract entailed 8 sessions per month for a duration of 3 months. I wasn't too sure of this arrangement because 328 a month is very pricey but ****** assured me that was the cheapest and simplest option. However upon looking in the web page I realized they had an option for paying per session instead of a contract of that kind. This was the first instance where I felt like I couldn't trust the business but this only gets worse.They assigned me a personal trainer, ******. He made it clear he wasn't too happy with me as client because I wasn't fit enough, he did not take our sessions seriously and said he went to *** to work with athletes. The reason why I wanted personal training in the first place is because I needed motivation to get back into it not because I didn't know how to workout. I had been working out for years and recently fell out of it. After this happened he started canceling all of our sessions and one time he didn't bother canceling, just didn't show up and stopped responding to me. I never heard back from anyone in else. I then messaged ****** and made my wishes about canceling the contact clear but in his messages he was trying to get me to continue with the services instead of informing me I needed to go in to cancel in person. This is was not a related to me until October after I had been charged 3 times.In October I specifically asked what I needed to do to cancel because I really did not want to be charged again and they did not respond till after I was charged. I was charged for 28 sessions of which I only received 3. After this ordeal I think it's understandable why even if they say I can still claim my sessions I am not interested whatsoever, I only want a refund. Also I do not know want to pay 20% because I did not default in the contract, they did.

    • Initial Complaint

      Date:11/23/2023

      Type:Order Issues
      Status:
      Unanswered
      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.
      February 2023 I called my local Mountainside Fitness to cancel my membership because I was moving to a state that doesn't have Mountainside Fitness. I was told I needed to stop at the location to let them know. When I visited, they took my name, phone number, and membership# and said I was good to go.Fast forward November 22, 2023 I called because I realized I was still being changed after February. They told me the only way to cancel is signing a cancellation form. Not once was I told of the cancellation form until now. I asked why I wasn't told about the cancellation form when I stopped in and all I was told is everyone who works there now knows there's a form. They did offer to cancel via email, which worked for me but I was told they can't do anything about refunding my money. I was under the impression that I had already cancelled. I thought everything was done when I was told everything will be taken care of. Yet, here I am.

    • Initial Complaint

      Date:10/02/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 been a member of this gym since 2020 with no issues, however in January of 2023 I had my first born child, and unfortunately all the Mountainside locations are too far from my house, so I ended up joining another gym across the street from my house so that I am more readily available in case of emergency.I stopped going to Mountainside fitness around January, and quite frankly forgot I was still paying for my membership until I consolidated my bank accounts , one of which was linked as payment to Mountainside fitness. After a single payment lapsed and mountainside fitness had contacted me, I requested to cancel my membership since I haven't used it all year, but I was told that I would have to still pay my past due, even after mentioning all the months of unused service I had paid for. And to cancel the membership, I have to drive to one of their locations and/or send a certified letter to their corporate office. Both of these options are painstakingly outdated, and inconvenient by design. So my membership is still active after repeatedly asking that they cancel my unused service. And they refuse to cancel and are now threatening to send me to collections. Cancelling a gym membership should not be this difficult, and should be illegal if you ask me. I just want them to cancel my membership and waive the $35 fee. They collected hundreds dollars from me on unused services, if anything I should be refunded.

    • Initial Complaint

      Date:09/27/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      My son and I signed up for a gun membership at Mountainside Fitness on ********************* in *******, **. At the time of signing up, I was told the membership was $75 / month, and would reverse month to month. I was told I could cancel anytime without penalty.After using the gym for approximately 24 months, my son went off to college, and I found myself not going now that he wasn't going with me. For this reason, I notified the gym that I wished to cancel the membership. I was told it was no problem.I continued to get invoices from Mountainside Fitness. When contacting there gym, I was told to disregard. Within the last month or so, I noticed my credit report had a delinquency. Upon looking into it, I learned it was for Mountainside Fitness. An account I had closed a long time ago.

    • Initial Complaint

      Date:09/15/2023

      Type:Product Issues
      Status:
      Resolved
      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 cancelled my mountainside fitness gym membership on July 17, 2023. Earlier this month (September 6) I noticed that the Mountainside Fitness charged my credit card $96.00 for unknown reason, and I notified my dad right away. And so we went to the gym to find out what the charge was for and the manager (***********************************) told ** that $96.00 was charged in error and would be refunded back. It's has been about 10 days since the above encounter with the manager. He insists the refund is coming but we have not received the $96.00 refund. I believe this is a fraudulent activity and they may be targeting vulnerable individuals. We need to receive the $96.00 refund and this type of fraudulent activity needs to stop.

    • Initial Complaint

      Date:09/10/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Still illegally charging my account for membership dues when it was cancelled in 2021

    • Initial Complaint

      Date:09/07/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Canceled there services years ago and they still bill me and turned me into a collection agency. How do you turn me into a collection agency for around $500 and then still bill me for gym membership. I signed up for 6 months plan and then canceled. Its been 3 years of billing.

    Mountainside Fitness is NOT a BBB Accredited Business.

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