Complaints

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

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  Catalyst Fitness

  1402 French Rd Depew, NY 14043-4868

• 

  Catalyst Fitness

  770 Wehrle Dr Buffalo, NY 14225-1318

• 

  Catalyst Fitness

  5087 Broadway Depew, NY 14043-4013

• 

  Catalyst Fitness

  2309 Eggert Rd Tonawanda, NY 14150-9200

• 

  Catalyst Fitness

  281 Meyer Rd Amherst, NY 14226

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:07/27/2025

  Type:Order Issues
  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.

  I have been requesting a cancellation of services since 5-2-2025. Several attempts at the gym and was told management will call me, 6 weeks pass and still no cancellation and still no call so then I call another location and spoke to a manager where they directed my to update my banking info but I would need to email my cancel- the email that was provided to me was incorrect, I call the gym back where they provided me the correct email - I was working with an account rep where she advised I can’t back date or retro term prior to the conversation I had with her but she will cancel and refund me within 7-10 days - it has been 30 days and still yet to be refunded and have sent 2 follow up emails with no reply.

  Business Response

  Date: 07/28/2025

  Per the attached notes, the member initially contacted Catalyst in Fort Wayne Indiana. His account was cancelled on 7/1/2025. Per the attached notes, the member had his checking account information updated. A refund in the amount of $78.58 has been issued to reflect the balance that was remaining on his prepaid membership dues. 

• Initial Complaint

  Date:07/03/2025

  Type:Order Issues
  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.

  I signed up for a gym membership with Catalyst in December 2024. In March of 2025, I began having health issues as I had torn my meniscus and would now be unable to go to the gym. I contacted the Catalyst location I had regularly gone to, on Broadway St., in April 2025 and told the gentleman at the front desk that I had torn my meniscus and would be unable to attend the gym. I requested to cancel my membership and was told since it was due to an injury, it would be  notated in my account and I would have no future charges. However, they still charged my card again. I called again and explained my injury and that I could not walk or drive. Now, in July Catalyst is saying I have a past due balance, there are no notes on my account and that my membership was never canceled. I emailed ******** *****, who the front desk member of the club my contract was assigned to, said needed to be sent the proof of injury to cancel. I included a doctor's note describing the extent of the injury and why I could not go to the gym, my contract stating I can cancel due to injury, and the actual MRI reports of the tear. ******** said that my membership still could not be canceled, even with the proof and that there was a past due balance from April-July because the original report of my injury was never notated in their system.

  Business Response

  Date: 07/23/2025

  ****** ***** was in communication with our cancellation department on several occasions. Per the terms of her attached membership agreement: "Cancellation Procedure - Catalyst Fitness allows members in good standing to cancel their membership agreement online at Catalystfitness.com, in-person, or by written notice." After reviewing the attached documentation Ms. ******* membership agreement was in arrears in June. The medical documentation submitted was dated 7/3/2025, indicating that Ms. ***** is still responsible for June fees and dues. Ms. ***** also paid dues for July, as the cancellation policy also states, "All plans and monthly memberships require a minimum of 30 days notice prior to your next billing date to assure cancellation of automatic payments.". As a courtesy the July payment has been refunded, totaling $39.99 back to the credit card on file ending in ****. At this time there are no other refunds available. As the account is not current and has been cancelled due to medical. 

• Initial Complaint

  Date:06/24/2025

  Type:Order Issues
  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.

  I had a gym membership with them and I called to cancel on Friday June 20th. Before I got a response I was charged another month ($25/ Month) and I reached out again requesting a refund as well. I was then given this email to request a refund from: ********************************. I reached out explaining my situation and that Id like to cancel my membership. 3 days later on June 23rd I got a response denying a refund and requesting a copy of my Graduation certificate from college. I then replied saying that asking for my diploma is irrelevant and requested a refund and cancellation once again. I have not heard anything since.

  Business Response

  Date: 07/11/2025

  Per the attached membership agreement signed by ****** *******. In order to cancel a membership that is in term the member needs to provide proof of move, which is itemized on the agreement, or in her case because she is a student proof of program completion. These items are required to eliminate the cancellation fee. If the member refuses to pay the cancellation fee they are required to honor the terms of the contract. If Ms. ******* can provide us with the required documentation we would be happy to issue a refund. 

• Initial Complaint

  Date:06/16/2025

  Type:Billing Issues
  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.

  This complaint in on behalf of my son, **** ********, who had a membership with **** *****, and Catalyst has now taken over. We suspended his account/membership in February as he's attending school and unable to use the facilities. I did this personally for him as he was away.
  Catalyst billed him on June 15th without any notification of change in the account.
  No text, no e-mail.
  He is still away and unable to use the club.
  I called and requested a refund for the charges and was denied a refund.
  They applied $ 20 to my wife's account that was for a late fee charge they added.
  And this is on top of the $ 25.00 we paid for February when we suspended the account.
  I specifically asked that the account not be charged until he returns and restarts it.
  We could have cancelled in February if this order to suspend wasn't good until restart.

  Business Response

  Date: 07/23/2025

  Catalyst Fitness purchased **** ***** Fitness effective April 4, 2025. In doing such, Catalyst assumed all membership agreements and their terms and conditions. **** *******'s account freeze was requested on March 31, 2025, for two months starting April 15, 2025, and resumed billing on June 15, 2025. Mr. ******* called the club and spoke to Caleb ***** and demanded a refund. During the course of the conversation Mr. ******* threatened Caleb and used excessive profanity. Caleb attempted to diffuse the exchange and explained that the dues are owed as his dues resumed according to the membership agreement. Attached are copies of **** *******'s invoice history. As a conciliation Caleb explained that he could not issue a refund for dues, but he could apply a credit towards his wife ***** *******'s membership dues. Mr. ******* agreed to the credit on his wife's account. As we did not own the company when Mr. ******* is claiming to have frozen his sons account in February, we are unable to make any refunds prior to April 4, 2025. At this time there are no other refunds available, a $19.50 credit was applied towards ******* 6/27/25 dues reducing dues to $20.49.  

  Customer Answer

  Date: 07/23/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  This is a fabrication on the part of the Catalyst employee claiming profanity and turning it into a personal attack on him. That was never the case but now it is a situation of their word against mine. I stopped in person and well as did a follow-up call. The account was no frozen for two months, it was frozen until Adam returned per our understanding.  I'm sure that none of this will lead to any further refund. But Karma is a wonderful thing, and I'm sure that the lies that they have told will catch up with them. 
  
  
  
  Regards, 
  
  ****** ********

• Initial Complaint

  Date:02/12/2025

  Type:Order Issues
  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.

  I paid the due and past due amount on my account. I had stop going in November of 2024 they called me relentlessly I had planed on returning once I paid and cancelled they still called relentlessly on feb 12 I answered and was told I still owed them money even after I paid the 119 bal and cancelled my agreement. Michelle *** *** **** Cancellation of Agreement Information
  
  Agreement Number: **********  
  Reason for Cancelling: Unhappy With Facility
  
  Remaining Invoice Total $107.96
  
  Date Invoice Type Total
  11/05/2024 DUES $26.99
  12/05/2024 DUES $26.99
  01/05/2025 DUES $26.99
  02/05/2025 DUES $26.99
  
  Cancellation Fee: $0.00 due on Mar 04, 2025
  
  Total Due To Cancel: $107.96
  
  
  
  You will have access privileges to the club through: Mar 04, 2025
  
  Please note you are requesting to cancel your Dues membership which includes all members listed on your agreement. This does not include any other memberships for additional services. Also, members with separate agreements will not be included in this cancellation request.
  
  Our mailing address is:
  Catalyst ****** *** ****** ***** ************ *** **** *****
  
  Contact Us
  Phone Number: ***** ******** Email: **********************************

  Business Response

  Date: 02/17/2025

  Mr. ****'s account was in arrears since 11/05/24, per the attached payment history. His account was charged $119.47 on 1/9/25 to pay his past dues and late and service fees. The account was current from 1/9/25-2/4/25. Mr. ****'s account was still active and attempted to bill his monthly dues on 2/5/25. The card on file would not process and an error "invalid credit card" was returned. As a courtesy we have removed the outstanding dues and late and service fees for February totaling $55.99 and cancelled the account. 

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  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.

  3/1/2024 I made an account for my daughter and a separate account for myself at catalyst. 120.00 for a year for each of us. Let me start with the fact i did not get a copy of the agreement. But i was given a run down and a mini tour and told to make sure that i lock my sfuff up. Thhey are not responsible for lost and stolen property. I showed the guy my lock for the locker. eright away i put my stuff in the locker and my daughters and we keft our stuff there everday for the next almost 11 months. The last time i was there before today was January 17th, 2025 and my items were still there and i was able to use them. Today I go there and my lock is cut off and my stuff is gone. I go ask the staff about what happened to my stuff and she said she doesn't know nor does anyone at catalyst. I asked if all types of people are walking around with bolt cutters there and she said of course catalyst would have cut off your lock but there is no way to know what happened to the stuff. I asked to speak to a manager and she says there is no manager and there is no way to have my stuff back. Also there is no way to speak to anyone there that can help me. She also stated that there are signs all over the locker room stating you can not have you stuff in the locker for any days and that they cut the locks off every lockerwhen you leave your items overnight and it is posted all over the locker room. That there are signs and I should have read them. I had been leaving our stuff for almost 11 months. No one ever said anything to me. I canceled my membership with the lady. Which I was planning to do anyway as soon as my contract was up because I could use different benefits I do t get at this gym. So I was told I cannot have my items back under any circumstances. Also after I canceled our memberships I went to the locker room and took pictures and a video. The video is too large but there are only 2 signs in there. I sent pics of the 2 signs.

  Business Response

  Date: 02/17/2025

  Per the attached, company policy states that, Lockers are for day use only. A complete list of Policies and Procedures can be found at ******************************. Also attached as reference is a copy of Ms. ************* check in history that shows she has not checked into the club in 289 days. Items removed from lockers left overnight are put into the lost and found bin. Members are permitted to go through the bin to retrieve lost items. Unretrieved items are periodically donated to ********. Company policies were followed in this circumstance. 

• Initial Complaint

  Date:11/08/2024

  Type:Billing Issues
  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.

  My membership is supposed to be $24.99. My payment this month was due tomorrow 11/08. I checked this 2 days prior to today 11/07. I went online today to pay and somehow it now says that the payment due is $78.00. How is it that price when it was just $24.99 and it’s not due until tomorrow so it wasn’t late????? That is very deceptive and I will be canceling my membership and this gym won’t be getting another dime outta me. I went in to cancel and now I have to pay $100 to get out the contract plus the $78. I’m not paying it. And good luck garnishing my wages because I’ve been unemployed for months! :)

  Business Response

  Date: 11/08/2024

  Ms. ****** signed up for a membership agreement on 8/9/2024 per the terms of her contract she agreed to a 12-month contract and an annual club enhancement fee of $49 that was due on10/8/24. Please review a copy of the attached membership agreement to review the terms of the contract. Cancellation online and in club is available; however, the account must be in good standing and all outstanding dues must be paid before cancellation can be processed. Per the terms of the agreement, to cancel within the first 6th months there is a $100 cancellation fee, to cancel in months 7-12 there is a $50 cancellation fee. This account has not been in good standing since signing up for a membership. At this time Ms. ****** is responsible for paying the $49 club enhancement fee and $100 cancellation fee if she would like to cancel. As a courtesy, the $19.50 service fee and the $9.50 late fee have been waived.   

  Customer Answer

  Date: 11/12/2024

  I don’t agree with their reply because times are hard for everyone and I cannot afford to pay all that money to get my membership cancelled. I’ve been unemployed for months and no job is calling back, including that gym because I applied there too. They do not need my $178 to cancel it. That gym is packed every time I went so I know they aren’t hurting for money. They are greedy frauds and I’m not giving them my last bit of money to cancel a membership that I haven’t been using.

• Initial Complaint

  Date:06/04/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  My son is a minor, the policy at Catalyst is that if you under 18 you need a parent or adult to sign. My son signed up in February and tried to cancel his contract. He understood that it was $24 month however he was charged $43.99, $24.99 and $93.49. I spoke to the manager Alex and he said he would write a letter to corporate but has not responded. ****** is a minor and signing him up violated Catalysts own policies. I want to be refunded for all of the expenses.

  Business Response

  Date: 06/11/2024

  Per the attached membership agreement, the company policy is members under the age of 18 should not be charged for the annual club enhancement fee which is charged 60 days after the signing of the agreement. Attached is also a copy of ******' check in history that clearly shows that he used the membership, and it's benefits during the months of March and April. A refund in the amount of $49 was issued back to the credit card on file for this member on 6/5/24. The member is responsible for all other fees. As a courtesy the member was not charged the $100 cancellation fee that is required when a membership agreement is in terms which is also referenced in the attached membership agreement.  

  Customer Answer

  Date: 06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  *** only used the gym in the month of March. I do not understand the additional charges and do not see on the contract where they were outlined for someone who cancels. He thought he canceled online in early April. He therefore did not use the gym. Being a minor and not understanding contracts he did not know to also follow up in person. He was charged for the month of April and then an additional $93 in May. We have not received any credit. I feel that he should be given those monies back. I am ok with him paying for the ONE month he used it.
  
  Regards,
  
  ********* *******

• Initial Complaint

  Date:06/04/2024

  Type:Billing Issues
  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.

  I was told my membership was cancelled but they continued to try to charge me.
  
  They told me a charge would be removed and it wasn’t.
  
  They tried to gaslight me on the phone saying my membership as adding “late fees” to try to intimidate me into paying a membership I had already cancelled.
  
  Had to get the bank involved

  Business Response

  Date: 06/11/2024

  The members' dues and club enhancement fee were drawn from the members account on 4/21/24, please see attached payment history. Per the attached notes, the member contacted the club and requested to cancel on 4/23/2024, the note states that cancel request was completed and the last pay date would be 5/21/24. Per the attached membership agreement cancellations require 30-day notice. The member attempted to dispute the 4/21/24 dues and the annual club enhancement fee with his bank after he was told he was responsible for his final dues and annual fee that would be drawn 5/21/24 on 4/23/24. While the account was in dispute the member was contacted several times in May and June regarding the past due balance per the attached notes as accounts must be current in order to cancel. On 5/30/24 a resolution from the bank posted back to the member's account acknowledging that the member was responsible for the charges. The member requested a second chargeback from his bank resulting in his account to continue to be in arrears. We would be willing to work with the member and clear out the $49 club enhancement fee charge. 

• Initial Complaint

  Date:07/14/2023

  Type:Order Issues
  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.

  The business listed has very unethical practices in place and needs to be censured.
  I cancelled a month to month subscription more than 2 weeks from my automatic withdrawal and was told over the phone I would not be charged for the next month. I received the charge and apparently another month of membership which I did not use.
  The charge was for $15, and as such does not particularly concern me, however upon review of their contract they state that, and I am paraphrasing here as I do not have it in front of me, to ensure cancellation of the automatic withdrawal you need to provide 30 days notice. On a month to month subscription. How would I even have the information more than a month in advance of desiring to leave if I am paying on a month to month basis?
  Appropriate consideration for leaving an actual employed position is 2 weeks. Plus, guaranteed this is nothing more than a button click.
  This seems absurd and extremely unethical.
  On their contract they also request actual written medical documentation to cancel a contract without penalty and I am certainly no attorney but that cannot possibly be legal.
  Thank you for your time.

  Business Response

  Date: 07/14/2023

  The membership is currently cancelled Per the attached signed membership agreement, the member has agreed to following.Cancellation Procedure: Catalyst Fitness allows members in good standing to cancel their membership agreement online at Catalystfitnessbuffalo.com, in-person, or by written notice provided they meet the following requirements for each specific agreement type. 30 Day Cancellation Requirement All cancellation requests must be received thirty (30) days prior to your credit/debit card processing date. All plans and monthly memberships require a minimum of 30 days' notice prior to your next billing date to assure cancellation of automatic payments. Cancellation requests submitted within the 30-day billing cycle will result in a final payment drawn from your account on your established auto draft date. Once final payment has been drawn from your account, members will have 30 days from the last bill date to use the facilities. There will be no refund issued once a payment has been charged to your credit card. Mr. ***** came into the club 5/26/2023, his billing date in 5/28/23. Per the agreement a member must notify the club of the cancellation 30 days prior to the next billing date. The manager of the location reached out on 5/27/23, to make you aware of the 30-day cancellation notification and confirmed cancellation. At this time there is no refund available.