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Business Profile

Fitness Center

Lighthouse Fitness Management Solutions

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 5 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/15/2025

    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.
    2/10/25 I signed up for a personal trainer. Was told an amount. Advised I didn't feel comfortable giving my credit card info but was pressured into giving my info. I was then told I can still bring in cash before the due date and that nothing would hit my account. I bring the cash 2/14/25 and payment was still drafted out my account 2/15/25. This person is very deceptive ask for a receipt and still did not receive. I want this canceled. Very deceptive company

  • Initial Complaint

    Date:12/26/2024

    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.
    This business is a fitness management company that works with gyms to provide personal training to their members. They are not affiliated with the gyms themselves they just work inside of them.

    The employees and trainers are nice and they are not at fault. The higher management is the problem. They do not have a customer service phone number or an email or any way to contact them except through a contact form on their website. The employees at the gyms do not have the ability to stop or cancel any payments or subscriptions. They also do not provide any way to contact the people who are in charge of the financial side.

    When I have submitted contact forms to their website I provide my name, phone number, email, and a description of why I am filling out the request for contact. They have never responded, reached out, anything at all. I believe they are ignoring my request because they do not want to stop charging me.

    I started a year long personal training program with them in October 2023. This program was supposed to be 12 months long so it would end in September 2024. They have continued to charge me $220 a month even after September. I was not informed of any autopay at the time I enrolled. They are stealing my money every month.

    I had my bank do a stop pay on my account but Lighthouse switched over to my debit card after that and continued to charge me. They charged me twice this month and added a late fee. I have NEVER been able to reach them about stopping this. It is impossible to get a hold of anyone who can help.

    I have heard other people say this has happened to them after it happened to me. I believe this business is purposely ignoring the requests of their customers trying to reach them because they want more money.

    I have exhausted every possible avenue. They have bad business practices and it’s extremely unfair to continue to charge customers after their term is up. They are taking advantage of people and stealing money without consent.

  • Initial Complaint

    Date:12/24/2024

    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.
    - Initial transaction occurred in June 2023 for a yearly contract
    - Was paying two payments of 100 a month until switching to one payment a month around October
    - Contract was then extended October to make sure I fulfill payments
    - Friend signed up for same training program with same company, but different location and was told her cancellation fee was 300, I was told it would be the remainder of my payments at the time
    - In July and August of 2024, I was charged twice in both months, and reached out to who I had signed the contract with and they told me it was because my contract had ended and then auto renewed and went to the original payment plan
    - I was told it auto renewed because I didn’t notify them within 30 days that I would like to cancel, but I received no notification of contract ending and had been told my contract was extended.
    - Kept reaching out to the person I signed on with to which he stopped responding, went to the gym to speak with him (and told him that) and he would not be there, trainer even mentioned he might be avoiding me
    - Company has no contact number, only able to contact through website, which I did and I only ever received responses when I said I would take legal action
    - I told them I would like a refund of my overdraft payments and then said they could not do so but could apply the amounts to the backend of the agreement for the months of December and January
    - When I finally decided to confirm this, they said they didn’t understand what I was asking and that I could instead cancel contract and pay cancellation fee or asking if I would like a payment adjustment with extension
    - Cancellation fee seems to have changed because in one email, it was said to be $432, then in most recent it was $299

  • Initial Complaint

    Date:12/02/2024

    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.
    In September I signed up for a 2nd 12-session set of personal training sessions at 10Gym. My trainer subsequently quit and nobody has reached out to me. I have called, I have gone in person, i have contacted my trainer, 3 different people have assured me that two trainers and their boss would be in touch or that they *had* been in touch. They had not and still haven't. They're abdicating responsibility to "Lighthouse Fitness" which cannot be reached. I've sent multiple emails to the contact form online which is the only way to contact them, apparently. Nobody will get back to me. I prepaid $600 for training I'm not getting and I want my money back.

  • Initial Complaint

    Date:09/19/2024

    Type:Facilities 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 6 August 2024, I signed a Personal Training Services Agreement with Lighthouse Fitness. I feel I was pressured into signing this agreement. I still tried a couple of training sessions with them, however, decided I did not want to stay with their personal trainers. I followed the instructions on Lighthouse's own agreement and sent a certified letter explaining my desire to rescind the agreement. I included in the certified letter a copy of the signed agreement, dated 6 August 2024. I sent the certified mail postmarked 9 August 2024 which is within the prescribed time frame (3 days from the effective date of the agreement. The mail was signed for and received by Lighthouse Fitness on 29 August 2024 @ 11:15 AM.
    When I contacted Lighthouse I was asked to text these documents (see attachments) which I did. I was then informed to contact corporate.
    I believe that is what I did when I sent all required documents to Lighthouse Fitness Management in Woodstock, Georgia.
    I respectfully request a full refund in the amount of $649.00 due to Lighthouse Fitness inability to refund my account in a timely manner even though I followed all instructions given on their Agreement.

  • Initial Complaint

    Date:06/27/2024

    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.
    Cancelled subscription in January, tried to get them to cancel it again in February, my bank wont put a stop payment on the monthly 60 dollar charge, staff to this business is basically unavailable, cant contact anybody about it, every time we do, its resolved then we pay 60 dollars again next month, been going on for 6 months and we are stuck

  • Initial Complaint

    Date:06/05/2024

    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.
    In March of 2024 I paid them $2600 for personal training services. This was for a year of 30 minute sessions. I was also told that all of their trainers were certified. I have completed half of the sessions and every session started about 10 minutes late so instead of getting 30 minutes I only averaged 20 minutes per session. I also learned that my trainer was not certified and learned how to train on you tube. I requested a refund for the unused sessions based on the issues and the company is not returning my calls and not ret

  • Initial Complaint

    Date:03/29/2024

    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 signed up with this personal training company under the assumption that if I wanted to cancel early I could for $499, now Im trying to cancel they want over $1600 from me. I let them know I had been in the hospital and having health issues and wanted to cancel, I sent an email back in February through their website which never gave me a copy on my end, because it was done through their website like I was told to do by their employee. When I initially signed up, I wasnt explained what I was actually signing up for. I wasnt given accurate pricing or good information and I truly feel like I was tricked into signing the papers. The employee co****d me into agreeing on the most expensive plan they offer under the guise that I needed it to be able to lose any weight, otherwise my personal goals would likely fail. I had 0 contact with them after I explained to the enployee that Id need to cancel seeing as I had been hurt and wouldnt be able to attend the sessions for some time. Now Im getting daily emails that feel almost like harassment that I am past due and theyre threatening to go to debtors when I have tried reaching out and even being patient with their process. Just to be told I had to resubmit my email because the email sent in February was deleted since they didnt know what account it was to. So the employee input my information incorrectly which cause me to be charged for more sessions I still was unable to use. So now that *** reached out a second time like I was told, now ** being told it will be over $1600 to end my contract. I dont feel like it is fair or reasonable, this isnt a way to operate a business. I work in account collections so I know the process but Im not even being given any grace **** when Ive been dealing with serious health issues.

Lighthouse Fitness Management Solutions is NOT a BBB Accredited Business.

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