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Business Profile

Health Club

Cascade Athletic Club Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

This profile includes complaints for Cascade Athletic Club Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Cascade Athletic Club Inc has 3 locations, listed below.

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    • Cascade Athletic Club Inc

      19201 SE Division St Gresham, OR 97030

    • Cascade Athletic Club Inc

      19201 SE Division St Ste 100 Gresham, OR 97030

    • Cascade Athletic Club Inc

      2456 E Powell Blvd Gresham, OR 97080-1311

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 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:11/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 to receive tennis lessons and they never gave me the tennis lessons but charged me for them anyways. And then when I called them out for it they blamed me and said I mustve not understood the contract I signed. Very shady business practices. The contract said I would get tennis lessons and then they lied about that and never answered my calls. they charged me for lessons that they wouldnt give me no matter how hard I tried so it was definitely false advertising. I gave them a million chances and they never once offered a full refund even tho I never got what I signed up for. definitely the worst customer experience Ive ever encountered.

      Business Response

      Date: 12/06/2023

      Hi ****-

       

      This is now my 5th time reaching out to you to resolve your frustrations with very little response. Additionally, I just called the number you listed, and it cannot accept incoming calls. Please reach out to me so I can help you...

       

      As per my other communications, we don't have any contracts that include language for tennis lessons. This is not a complaint that I've ever received from anyone else, but I'd love to see what you are seeing so that I can make sure our agreements are as clear as possible for everyone moving forward. I can certainly appreciate the frustration of expectation not meeting reality, and as I've offered before, I will continue to offer you 2 free tennis lessons with our tennis pro as a courtesy. Additionally, per my communications to you over a month ago, I've already offered to waive your monthly fees through the end of the year to give you time to enjoy your free lessons, and hopefully get moving forward playing tennis as you originally intended to do. I've also offered to waive the contractually accurate cancellation fees that you've already paid if you wish to be reinstated.

       

      I want to help you out, so please reach out to me so that I can do so.

      Customer Answer

      Date: 12/08/2023

       
      Complaint: 20940227

      I am rejecting this response because I need a full refund of all of the fees and months Ive already payed because I never got what I payed for and it was a waste of money. The tennis instructor gave me his phone number to make lessons and then never answered his phone. Im gonna have to warn everyone I know to not go to the cascade athletic club since you guys scammed me

      Sincerely,

      *******************

      Business Response

      Date: 12/19/2023

      Hi ****-

       

      I'm sorry to hear that you don't find our offer for resolution to be acceptable.

      Per your signed membership agreement, we've upheld our end of things, and you opted to terminate and pay the associated fees. No refund is warranted.

      I'm still happy to extend our offer to you to reverse your cancellation, refunding the associated fees that you paid, give you 2 free lessons with our tennis pro that you were expecting, and give you 2 months of free dues as a measure of goodwill for any miscommunication. If you do choose this route, hopefully you would enjoy your time, and continue with us moving forward, but if you wish to cancel in the future, you'd just need to give a proper 30-day notice of cancellation.

       

      I hope you take us up on this offer...I'm unsure where the miscommunication happened, but we'd like to have an opportunity to exceed your expectations with our ************ program at CAC.

    • Initial Complaint

      Date:03/02/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      02/01/223 Cascade Athletic Club (205 location) closed on 01/31/23. We were told that our account would be sunsetted upon the gyms closing and would stop being billed unless we contacted the business and asked to be transferred to another Cascade Athletic Club location.Instead, our information was given to another gym in the area called MUV Fitness. We saw two ******** from MUV on our bank statement. We contacted CAC billing today, and they told us they gave our personal information without consent to MUV Fitness as a courtesy. Basically, we were automatically enrolled in MUV Fitness gym by CAC without our consent and have been billed for CAC prices at a gym we have never been to.We are in contact with CAC now for reimbursement.We loved this location before it closed, and we are super disappointed in how they handled their closing. Any help is appreciated.

      Business Response

      Date: 03/13/2023

      In short, this refund was already processed on the day the complainant called and made her request.

      Closing this location after 35 years was sad for us all. We were able to arrange for our members to have access to the fitness facility closest to us on a month to month basis so as to not interrupt their fitness routines. We sent out several communications, posted signs in our facility, and even had representatives from MUV on site to answer questions and assist with the transition. Members had the option to cancel before the transition, but we realize that attempts at communication are never perfect. Knowing this, we have been offering no questions asked refunds for affected members. While we haven't had many requests, members seem satisfied with the quick and easy resolution.

      We're glad the complainant enjoyed her time at our facility, and we wish her well on her fitness journey!

    Cascade Athletic Club Inc is NOT a BBB Accredited Business.

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