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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:08/11/2023

      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.
      Kept charging Credit card after canceled my monthly membership. I have to cancel my CC to stop Mountainside from charging. Can someone please investigate this company.

    • Initial Complaint

      Date:08/08/2023

      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 applied for a month membership about 18 months ago, within the first 60 days I went 2 or 3 times and spoke to a representative at the front desk at the ************ location and cancelled my membership within the first 30 days. They assured my membership had been cancelled and for the past 18 months Mountainside Fitness has been attempting to charge my debit card and at least 50+ phone calls. I called about this issue recently and they stated that I had to send a letter to their corporate HQs. That is incorrect, I held up my end of the deal and paid for my initial trial then verbally cancelled at my front desk. This tactic that they are using to make it harder to cancel is a way to increase the probability of slowing the amount of cancellations.

    • Initial Complaint

      Date:07/28/2023

      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.
      In summer of 2022 I went into the *********** location and closed my account as I was moving to ***********, ** and there would be no MSF locations anywhere near me. The person had me swipe my card for prorated amount remaining in my contract. In 2023 I started receiving collection phone calls stating that they did not receive my cancellation and I owed for previous months. I settled the account in June of 2023 for $80 but was billed an additional $41.77 which I cannot get a response for. I will be leaving reviews all over social media in addition to this complaint if I get no response for the extra $41.77 that was stolen from me by this company.

    • Initial Complaint

      Date:06/14/2023

      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.
      To Whom It May ********* was a handicap member for approx. 5 years until i cancelled my membership @Surprise location last week due to employee intimidation / harassment. And the way district and facility manager has handled it up to this point.I've been denied to watch the video on same day or get a **py of the video involving said incident. Talking about this incident has more of an impact if i can show the video im talking about.I can tell you after a quick review of your employee handbook ** and trainer job description validates my **ncerns and formal **mplaint.Safety.You are expected to obey all safety rules and use caution in your work activities. You must immediately report any unsafe **ndition to the appropriate supervisor. If you violate Mountainside Fitness safety standards, cause a hazardous or dangerous situation, or fail to report or, where appropriate, remedy such situations, you may be subject to disciplinary action, up to and including termination of employment..13. Dis**urtesy to members/guests, or intentionally failing to provide exceptional service.1.4. Workplace Violence: Mountainside has a zero-tolerance policy to any and all workplace violence. Mountainside wants to maintain a safe and enjoyable environment for all and forbids the use of a hostile statements, bullying, and/or intimidation from employees.Mountainside Job description.Workplace violence prevention Mountainside will not tolerate **nduct that threatens, intimidates, or **erces another employee, a customer, or a member of the public at any time, The managers involved are: ************* and ************************There are plenty of details i can share about this if you're unaware of or interested in knowing more about. If you are not interested in learning more about this situation just let me know by responding to this email and telling me that.*****************************

    • Initial Complaint

      Date:05/09/2023

      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.
      Signed up for gym membership and training sessions. I have been double charged multiple times have to continuously call corporates to resolve issue. I am trying to cancel my plan and am continuously given the runaround. I was told the buyout option was not available by the fitness manager in the club i go to, i was told by corporate I could do the buy out option. The club fitness manager made me a verbal agreement for payment options but once my card was charged they continued charging it for more than was said in a certain time frame and later he told me he could not make other payment arrangements because its not policy, however this was after he already made the agreement. I've emailed, called and physically went into the facility to cancel the automatic month-to-month enrollment that goes into affect after training contract is up. The manager is never in and never returns calls. It has been impossible to get ahold of this guy to cancel and resolve anything. Very poor customer service and lack of professionalism. They will take all your money and do anything to avoid fixing/ correcting the problem.

    • Initial Complaint

      Date:04/16/2023

      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 had a dispute with Mountainside Fitness on or around February 2021 over the cancellation of my membership with them. I contacted the ************************* around that time, and they assisted me in the matter. ******************* stated in his letter dated 1/29/21 that my balance was waived the account was closed. However, as you can see from the attached image, Mountainside Fitness still reported a derogatory account to the credit bureaus. ***** told me that the matter was resolved, and that Mountainside would not be sending a negative account to the credit bureaus. Please assist me in getting Mountainside to completely remove this falsely reported account to the credit bureaus. Thank you.

    • Initial Complaint

      Date:04/15/2023

      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.
      Have never even been in one, tried cancelling once charges occurred. Was told in person or speak with bank by multiple employees when calling. They dont mention there still charging you 3 years later and will need full amount paid and still billing, cannot cancel till full amount paid. Apparently will send to collections and ruin my credit if not already is. Was told years ago by employee has nothing to do with credit and if can not make payment mean no access to gym. Completely feel scammed robbed and used by this company. Would prefer not to use legal help and just get this taken care or the right way.

    • Initial Complaint

      Date:04/02/2023

      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 have canceled my personal training 2 times now and Mountainside Fitness keeps charging my card. They even charged my card for childcare that was supposed to be free for one month. I have now canceled everything including my membership and I was again just now charged for training. They wont stop charging my card and have no authorization to keep charging. This is fraud.

    • Initial Complaint

      Date:03/07/2023

      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.
      I received a call from *************************** on March 6, 2023, demanding money for for something I had believed had been cancelled long ago. She said that Mountainside had been charging a card for the past months.Details of conversation are as follows:Extremely rude.Unhelpful, not knowledgeable.I asked for the district managers number, she referred me to corporate. I asked for the ****** location manager, ****** said she was not at the club.CANCEL MY MEMBERSHIP IMMEDIATLEY. SEND ME A FINAL BILL FOR 2023. ANSWER MY MAIL, ANSWER THE BBB COMPLAINT, AND ANSWER THE SOCIAL MEDIA REVIEWS.

    • Initial Complaint

      Date:02/28/2023

      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.
      I used this gym for a couple weeks while I was on Christmas leave from my duty station. This is back in 2021. I was recalled from leave, went back to *************** **, and immediately deployed to ****. Since I left town in a hurry, I did not cancel my membership in person. They later insisted I had to send a letter in order to cancel it, and of course they claim they never received it. This company refuses to allow me to cancel my membership, to this day. They constantly harass me for more money and late fees, years later.They refuse to provide any documentation that explains their cancellation policy, and they are unable to explain the exact amount I owe, or why I owe it. At this point, Im not sure what to do. This is probably the worst company Ive ever had the displeasure of working with.

    Mountainside Fitness is NOT a BBB Accredited Business.

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