Complaints
This profile includes complaints for Desert Sports & Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/02/2025
Type:Status:AnsweredMore 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.
Company produced contract which was not agreed upon with a forged signature .Copy attached.......
Business Response
Date: 04/07/2025
Mr. **** ******
********************
****************
Phone#
Account Number ***************
******************** Complaint #********
Dear Mr. ************* sorry for any confusion and am very surprised at your most recent BBB Complaint. Fraud is not something we take lightly as a successful small business here in ****** for over 45 years now. My team and I will be sure to take note and be sure to make any adjustments necessary moving ********** department managers ******* ******, ***** ******, and I, were under the impression that we comfortably provided all your sessions and accommodated your multiple travel freeze requests prior to each time you departed.
Attached are the copies of three service agreements with a variety of dates, because of renewals and continued services, signed using only your initials. Each time we witnessed your enrollment you signed only with your initials.
My team and I have provided you and your wife **** with services and special requests several times during your time with us at Desert Sports & Fitness.
I cancelled your and your wifes account as per your request on March 7, 2025.
Surprisingly, because of our previous communications, Im not sure where this is coming from. I would be more than happy to talk to you by phone or meet with you in person when you return, I can assure you there is no foul play from our end regarding your signature for charges and or services we have successfully provided here at Desert Sports & Fitness.
I look forward to hearing from you,
***** *****
General Manager
Desert Sports & Fitness
*******************************************************************************
*********************************************************Initial Complaint
Date:07/24/2024
Type:Status:ResolvedMore 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.
Gym has been charging me for the last 2 years and I haven't attended in the last 2 years. I will need a refund asap. I have notified my bank and have reported a claim in regards of getting a refund claim # 43497092380001 with chase bank. Letter will be provided address ** *** ****** *** ******* ***** *** ****** ************ If you have any questions my phone number is directly is ************ and my personal email is ************************ please let me know if there can be anything done.Business Response
Date: 07/29/2024
July 29, 2024
BBB Complaint #22038870
Dear Alytza Nieblas
In response to your request, we have terminated your
membership as of 7/24/24. I have
attached a copy of your membership agreement that you purchased on March 15,
2022.
Since we had not received a request to cancel from you,
your agreement continued. Once we
received your request, we processed the cancellation and your account is
closed.
I am sorry for any confusion and would be happy to talk to you to clarify. Please
feel free to contact me by phone to review this issue.
Thank you,
Joella Parra
General
Manager
Desert
Sports and Fitness Express
520-908-3319Initial Complaint
Date:07/11/2024
Type:Status:ResolvedMore 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.
2-28-24 I requested to cancel 2 of the 3 memberships I have with this gym. Cancel memberships for Toni and Sean but not Ryan’s. They require a 60/day notice which would have been 4-16 final withdrawal. They continued to withdraw $35 for may and June which I assumed was for Ryan’s membership however the gym desert sports refused to let him work out stating his membership was canceled. So they withdrew two months and no one could use the gym and when I asked them all they said was they would no longer withdraw. So what I am requesting is $70 to be refunded for a membership paid and my son was denied access. They are denying the request for a refundBusiness Response
Date: 07/15/2024
July 12, 2024
BBB Complaint #21976919
Dear Toni Draper
Based on your email request on 2/23/24, you requested two accounts
to be cancelled, #5487672 (Toni Draper for Ryan Draper) and #5884656G (Sean
Draper) the two accounts were cancelled properly with a 60 day notice. A third
account #005884641G (Toni Draper) was cancelled in July as a courtesy, with no
further billing when you contacted customer service. Ryan purchased a single
membership as of July, 2024. Based on his attendance, Ryan has been allowed
access and has been using the club regularly while your accounts were billed.
In response to your complaint, I have attached a copy of your
membership agreements as well as detailed visit history for Ryan.
As you stated in your complaint, Ryan was denied entry
but based on our visit history he attended regularly through the cancellation
process.
Our billing company did communicate with you which accounts
were cancelled upon your request.
I am sorry for any confusion and would be happy to talk to you to clarify my
outline. Please feel free to contact me by phone or meet in person to review
this issue.
Thank you,
Kelly Shupe
General
Manager
Desert
Sports and Fitness
520-722-6300Customer Answer
Date: 07/17/2024
please see original email that was sent to them. The request was to cancel Toni and Sean no where it says Ryan. If the account numbers were wrong that is not my fault that is what was given to me by desert sports. As far as Ryan continuation of using the gym is not tru there is a gap of two months and yes he is going there now but he signed up on his own a new membershipBusiness Response
Date: 07/23/2024
July 23, 2024
BBB Complaint #21976919
Dear Toni Draper
I’m sorry if this
is repetitive and for the confusion you and your family have experienced. It's
our companies operating policy to be sure each and every member receives a
complete copy of your membership agreement at the point-of-sale which contains
your membership number, terms and conditions, and the cost of transactions.
Because of our longtime relationship with your son Ryan, we allowed him
access to the facility during the transfer of buyers, (from you as the buyer on
the original agreement and then to Ryan when he became of age) this was at no
charge in addition to waving the original 60-day cancellation fee of $70.00.
Our records show
that we provided Ryan access to the facility even during the cancellation process
when the account was in a cancelled status.
Again, I am sorry for any confusion. Please feel free to contact me by phone or
meet in person to review this issue.
Thank you,
Kelly Shupe
General
Manager
Desert
Sports and Fitness
520-722-6300Initial Complaint
Date:10/04/2022
Type:Status:ResolvedMore 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 told upon enrollment that I could cancel with 60 days notice by calling a number given to me. I did so, and billing continued spite of my cancellation call. Then I was told I needed to place a second call to completely cancel, which was new information. Now my bill has been turned over to collections.
I owe them nothing.Business Response
Date: 10/10/2022
In response to your complaint, I have attached a copy of your
membership agreement that you purchased on February 3, 2022. The agreement explains the proper cancellation
procedure, this is also explained at the point of sale.
As per your request to cancel on 2/14/22, it was explained
that you had two payments left on the contract. Since those payments were disputed on your end, and after there was no
response from you when you were contacted by our billing company, it was turned
over to collections. Once you properly
complete the cancellation, your account will be closed.
I am sorry for any confusion and would be happy to talk to you to clarify. Please
feel free to contact me by phone or meet in person to review this issue.
Thank you,
Kelly Shupe
President
Desert
Sports and Fitness
520-722-6300Business Response
Date: 10/24/2022
Dear ********* *** ********
As you stated in your complaint, you can cancel your
membership with a 60-day notice. Paramount Customer service explained the 60
days process when you contacted them directly.
Your request to cancel on 2/14/22 did cancelled your
account as per your request. The two payments left on the agreement are the
required 60-day cancellation balance. You
then disputed the 60-day balance with your credit card company. There was no
response from you after several attempts regarding the disputed balance from
our billing company. After 60 days with no response, accounts are then sent to
our collections company Aldous.
Once balance is properly complete as per your agreement,
your account will be closed.
I am sorry for the confusion Elizabth. Darla and I would be happy to meet with
you in person at the club or by phone to clarify.
Thank you,
Kelly Shupe
General
Manger
Desert
Sports and Fitness
520-722-6300Customer Answer
Date: 11/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18165653, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
********* ********
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