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Business Profile

Exercise Programs

Fitness Connection

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

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

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Fitness Connection has 44 locations, listed below.

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    Customer Complaints Summary

    • 111 total complaints in the last 3 years.
    • 41 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:07/03/2025

      Type:Order 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.
      On June 8th, 2025, my wife and I visited Fitness Connection at ************************************************************** to explore gym options. We were greeted and assigned to **** for a walkthrough. He was polite, showed us the recent updates, and repeatedly emphasized their focus on becoming a more upscale gym targeting luxury clientele.After the tour, **** sat us down and mentioned we were lucky to have come a day before prices were scheduled to increase to align with their luxury branding. We told him wed use our **************** which offers a $28 membership and $28 enrollment fee. **** responded that they were waiving the enrollment fee if we signed up that day just $28 monthly. He stressed wed be grandfathered in at that rate while others would soon pay $39/month, and wed keep access to all amenities, including the soon-to-open recovery center with massage rooms. He even showed us the blueprint. He clarified that base membership would be $28, and ******* would be $39. He also added a family discount, telling us wed only pay $18.99 each next month if we both signed up.This convinced my wife and me to sign up that day.Later, while using the gym, I noticed a new "Elite Plan" appeared. I asked ***** operations manager if I was still grandfathered into the recovery room. She said I wasnt that I was on the same FC Plus plan as everyone else, which doesnt include recovery room access. I explained what **** promised, but **** showed no concern and kept repeating, Youre in *******. She didnt verify with **** or offer any resolution, just reiterated that FC Plus doesnt include the recovery room.This feels like more than a sales tactic it feels like blatant dishonesty. Its unacceptable to mislead customers just because you already have their signature and credit card. This is not how trust-based business is done. I expect a call from someone to properly address this and honor what **** promised, which is why we signed up in the first place.

      Business Response

      Date: 07/11/2025

      RE: Better Business Bureau File #********
      Complaint by: ****** ********
      Fitness Connection does apologize for any inconvenience this may have caused. We would first like to thank you for taking time out of your day to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.

      According to our records, Mr. ******** and his wife ***** ********** were both enrolled on June 8th for the ** plus membership at $28.99/month each.A copy of the agreement is emailed as well at the time of enrollment.Unfortunately, this plan does not include the recovery room. If there was any miscommunication from the facility let us be the first to apologize on their behalf. If you would like to have access to this, an upgrade may be processed, and the monthly dues would be $44.99/month plus tax for each.If you would like to do this, you can do so on the app or visit your nearest facility for assistance.  

      At this time Fitness Connection respectfully request that this file be closed as resolved as all the charges would be considered valid.

      Respectfully,
      ***** M

    • Initial Complaint

      Date:07/01/2025

      Type:Product 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 cancelled the membership in April. They told me that in May it was the last month to be charge. They still charging me for the membership and taking money from my bank. I sent them email about it. They don't help at all. I been calling them never answer the phone, they just put you on waiting line. I already went to the bank so they can stop the payments don't help at all.

      Business Response

      Date: 07/03/2025



                                                               July 03, 2025

      RE:  Better Business Bureau File # ********
      Complaint by: ***** ********

      Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
      After reviewing your account, I see that a cancellation was requested on 04/09/2025, with a final bill date of 05/01/2025 for $18.94.However, it appears the cancellation was not processed successfully, which resulted in the June and July monthly payments continuing. According to the information provided by your location, a refund has been requested on your behalf via check since you no longer have access to the bank account linked to the card on file. The refund for the June and July invoices, totaling $42.76,will be issued by check and will take up to 30 days to receive. The cancellation has been processed effective immediately, and no further charges will be applied to your account.
      At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

      Respectfully,
      ****** V
      Dispute Resolution Liaison

    • Initial Complaint

      Date:06/27/2025

      Type:Order 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 attempted to cancel my membership online, and of course, you are not able cancel your membership online. You must go in person or call the number.I was moving so I called the number, I was told that I would have to pay 2 more months then I'd have my membership cancelled. I agreed.2 months go by, and I am getting notifications about late fees. I was confused as I was no longer a member. I call the line again, the man that answers the phone got so mad at me, he told me to hangup and name called me. He eventually hung up.I had to drive over an hour to actually go in person and describe my situation. I asked if they were able to waive the late fees and they said it wasn't likely.I am writing all of this because Fitness Connection knows what they are doing. When I explained this to my coworkers, I didn't even have to name the gym, they knew the exact gym by the description.They are in direct violation of the *** Ruling from last year stating that any membership you can sign up for online, must be cancellable online as well.The reason I am writing this is because everyone just pays the fees, everyone just suffers in silence. The reputation is well known around the industry for them being this shady.All I wanted were my late fees waived and they couldn't even do that. I haven't entered their gym in 3 months and I am being fined for it.ALL I WANT ARE MY LATE FEES WAIVED. I have never written a review in my lifetime, this situation demanded it.They also make their website confusing on purpose where you are not able to even sign in to your account without downloading their application. How am I supposed to pay these late fees? There is no where on the home website to sign in to your account.

      Business Response

      Date: 06/30/2025

      June 30,2025

      RE:  Better Business Bureau File # ********
      Complaint by: ******** ***

      Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. 
      After reviewing your account, you spoke with a customer service agent on 05/02/24 and your membership was canceled with 30-day notice since you were moving and the buyout fee was waived. Due to this, your final bill date was 06/01/2025 in the amount of $15.99. Your membership was then fully terminated on 06/30/2025. My apologies for the inconvenience that occurred when you spoke with a team member at the gym. It shows the payment for May of $15.99 declined due to the bank account being closed. Since no payment was received within 10 days a late fee was added for $15 for May. The payment for June also was not made since the billing information on file was no longer valid. Another late fee was added for $15 for the month of June. I see a payment was made on 6/27/25 at the club for $31.98 which was for May dues of $15.99, the late fee for May of $15, and a partial payment of $0.99 for June dues. The remaining balance on your account is for $30 which is for June dues of $15 and the late fee of $15. The late fees would be considered valid since no payment was made withing 10 days from the due date,which is the 1st of the month. This balance can be paid on the app or at the gym. If you need assistance with making this payment on the app, you may contact us at **************.


      At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

      Respectfully,
      ***** *.
      Dispute Resolution Liaison

      Customer Answer

      Date: 07/08/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

      there is no way to go on your account on the website. If i wait a few days youll be completely out of compliance with the FTC. 

      i called and tried to get the charges paid for and your customer service HUNG UP on me. 

      i was not able to go in person until later since i moved. 

      Waive the fees. Nightmare situation. 

      [Provide details of why you are not satisfied with this resolution.]

      Regards,


       


    • Initial Complaint

      Date:06/24/2025

      Type:Product 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 was sent an email that stated my account would be cancelled effective 5/31/25. I had previously called to cancel my account was told I could in 2 months--end of February. I thought this was a follow-up to that call, but since then, I have been charged. I was charged today, 6/24/25, $37.49 (which is over the $22.99 that is the monthly cost), and 6/16/25 for *****. I called to cancel today, and the *** stated it was indeed an error made by them, but they cannot refund the amount. This is grossly negligent, and I would like a refund for the amount, as I have not used this gym in months.

      Business Response

      Date: 06/25/2025



                                                               June 25, 2025

      RE:  Better Business Bureau File # ********
      Complaint by: ******* ********

      Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
      After reviewing the email that was sent to you, it appears there was a glitch in the database from which it originated. The member ID listed in that email does not match your account but instead corresponds to a different member who contacted us on 04/17/2025. As such, this cannot be considered valid proof of cancellation for your plan, as no cancellation request was submitted by you on that date.
      We sincerely apologize for any confusion this may have caused. Please note that cancellations are only processed upon request by the account holder.
      A cancellation was successfully processed on 06/24/2025 based on your request, in accordance with the required 30-day notice. Your final payment of $22.49 will be automatically drafted on 07/15/2025, and your membership will remain active through 08/14/2025.
      At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

      Respectfully,
      ****** V
      Dispute Resolution Liaison

      Customer Answer

      Date: 06/25/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

      This is an error on Fitness connection's part, not mine. Thus, should be resolved by them. They lack the customer care and professionalism that would help resolve misunderstanding. I do not have my account number quickly available for verification (as most people do not), I am trusting that what they send me is correct. My balance needs to be refunded or the new balance that they are requesting should be waived as I am not using the gym any way. 


       

    • Initial Complaint

      Date:06/17/2025

      Type:Product Issues
      Status:
      Resolved
      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 canceled my membership in person and the worker in the front took my scan card from me. Then after a couple of months I was looking at my bank statements and noticed I been getting charged $25.99 every month since February ******. When I called to cancel my membership they told me I still need to pay for the next month (July) because I need to give a **************************************************** speak to a supervisor about my issue. Im requesting a full refund of $129.95 and an apology from the company. The company can find my account information by searching my name and using my phone number ********** or email address, ******************************** Thank you for your help

      Business Response

      Date: 06/17/2025



                                                               June 17, 2025

      RE:  Better Business Bureau File # ********
      Complaint by: **** ***** **********

      Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. 
      After reviewing your account, there is no record of a cancellation request submitted prior to 06/17/2025. As a 30-day notice is required, your final bill date is set for 07/01/2025 in the amount of $25.99 plus tax. Your membership will then fully terminate on 07/31/2025. If you are able to provide the email confirmation you would have received at the time of your initial cancellation request, we will be happy to review it further. Without this documentation, the cancellation request placed on 06/17/2025 will remain valid, and all previous charges will be considered valid and nonrefundable. 
      At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

      Respectfully,
      ****** V
      Dispute Resolution Liaison

      Customer Answer

      Date: 06/17/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

      [Provide details of why you are not satisfied with this resolution.]

      I never received a confirmation email which is failure from my part. All I did was listen to the employee word from mouth from the front desk that my membership was terminated. 

      Regards,


       


      Business Response

      Date: 06/24/2025

      RE:  Better Business Bureau File # ********
      Complaint by: **** ***** **********

      The agreement does also state the cancelation procedure which members can cancel at the gym, by calling customer service, or sending a letter. Also, attached the agreement with this response. Without proof of the cancelation such as an email confirmation or a tracking number we are not able to back date the cancellation. Your membership does show it will be cancelled by 07/31/25 due to the 30 days notice required. 


       At this time Fitness Connection respectfully request that this file be closed as resolved.

      Respectfully,
      ***** M

      Customer Answer

      Date: 07/02/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

      Even though I still paid. Im just never coming back to this gym. 


       

    • Initial Complaint

      Date:06/03/2025

      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.
      I signed up for coaching in around January of this year, everything was good until I was unable to continue because of Carpal tunnel. I came into the gym and advised the coaching staff that I have to cancel. They said okay weve canceled your coaching no worries we will not be charging you. After a month I got a call from a collections receivables stating I owe $1200.00 which includes a cancellation fee of $500. This is over the top my coaching once a month was $80, how in the world is a business legally able to charge some this amount of money? This debt is now showing up on my credit report as a collections.

      Business Response

      Date: 06/09/2025

      June 09,2025

      RE:  Better Business Bureau File # ********
      Complaint by: ******** *******

      Fitness Connection does apologize for any inconvenience this may have caused. Personal training is through a third party and handled by Elevate Fitness. This has been sent to them so they can address your concerns. You may also reach out to them directly via email at: ******************************************************


      Respectfully,
      ***** M

    • Initial Complaint

      Date:06/03/2025

      Type:Product 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.
      Last year, I paid $1,200 for a gym trainer and only attended 7 sessions. Due to medical reasons, I couldnt continue, and despite emailing the gym and talking to the manager, they didnt refund my money.

      Business Response

      Date: 06/05/2025



                                                               June 5, 2025

      RE:  Better Business Bureau File # ********
      Complaint by: **** *****

      Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
      After reviewing your account, it shows that you requested to cancel your personal training on 03/23/2024. As per policy, a 30-day notice is required for cancellation, meaning your final charge was processed on 04/20/******** continued to have access to your paid sessions through 06/20/2024. Please note that once the cancellation took effect, any unused sessions were forfeited, and no refunds are applicable for unused sessions.
      At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

      Respectfully,
      ****** V
      Dispute Resolution Liaison

    • Initial Complaint

      Date:05/21/2025

      Type:Product 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 was charged for a gym membership that I was told was could only be cancelled in person. I moved over an hour away 3 years ago and am now being told I could have cancelled over the phone!!

      Business Response

      Date: 05/22/2025

      RE:  Better Business Bureau File # ********
      Complaint by: ****** ******

      Fitness Connection does apologize for any inconvenience this may have caused. If there was any miscommunication from the facility let us be the first to apologize on their behalf. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. The agreement is emailed at the time of enrollment where it states the cancelation policy. A cancelation may be requested by calling our customer service number at **************, visiting your gym, or sending a letter to ***************************** ******************* which we recommend via certified mail.

      According to our records, ********* spoke with a customer service representative on 05/21/25 and per the 30 daysnotice required the membership is set to be cancelled by 06/30/25 with the final payment being 06/01/25. Fitness Connection does not bill on usage but on the account being active. Due to this we are not able to issue a refund.

      At this time Fitness Connection respectfully request that this file be closed as resolved.


      Respectfully,
      ***** M

    • Initial Complaint

      Date:04/06/2025

      Type:Customer Service 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.
      To all who reads this message. I offer advice to all who seeks a gym ir fitness center. Do not go to this gym. Their practices are horrible and all things you've heard about their customer service and billing is true. In addition to how the show themselves in a community. April 1st, they announced members would be able to get in with a scanning of the badge access outside of the "operational hours". However there is no such thing in an area where it's predominantly a black and brown community. (Wonder why?) But in **********, *****, *******, ******** area it is. (Wonder why?) I guess its the same reason why when you go to the basketball court in ********* and ************* you had to scan a badge just to get in the gym even though you already scanned it in the front. It mysteriously was removed after members started to mention these practices when it was noticed their other gyms didn't have these "standards". Fitness connection continue to do shady, underhanded bias and racist practices and don't treat ALL their guns regardless of locations the same. However, all of their members have the same dollar value but don't get the same values in their gym experiences. Please don't go to this gym, go to Lifetime, Crunch, are EOS. They are way better

      Customer Answer

      Date: 04/07/2025

      Name is ******* Roberson 

      Business Response

      Date: 04/17/2025

      RE:  Better Business Bureau File # ********
      Complaint by: ******* ********

      Fitness Connection does apologize for any inconvenience this may have caused. We would first like to thank you for taking time out of your day to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise. Hours were extended to 24 hours a day, Monday through Thursday, to the following clubs: **********, Champion Forest, ******, *************, **********, ******, ******, ****, **************, ********, ******, *********, ********, *********, **********, **********, *******, and ********. Members must check in before entering the gym at all locations. This also applies to the basketball court area and classes since only the ** plus members have access to these amenities. We do appreciate your feedback and have sent this to upper management as well. 

       At this time Fitness Connection respectfully request that this file be closed as resolved.

      Respectfully,
      ***** M

    • Initial Complaint

      Date:03/18/2025

      Type:Product 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.
      Very unprofessional experience with fitness connection or *******************!!! I purchased a membership on March 9th. I was going to go to this gym the week I purchased but didnt. Wasnt able to go until today March 18th. That was 9 days in between which gave them plenty of time to do what they shouldve done!!! One of the biggest thing for me signing up to this gym and paying the extra money for $25/month package was the kids club!! I get there on March 18th and the guy at the front desk tells me that they have now closed the kids club PERMANENTLY!!!! When was this information going to be taken off the website ? When was this information going to be communicated to the members in an email ?! As a matter of fact, the enroll they sent me on March 9th that I signed up from still has the kids club picture on it!!! Thats false advertisement and theyre continuing to charge $25/month with kids club being included in the price!!!! I demanded a refund of my sign up fees, months free, and my annual fee waived!!!! The guy at the front desk showed no remorse for the clear inconvenience of my situation!! My daughter is 8 and can sit there and bother nobody! Didnt even bother to let me slide for the day!!! If I dont get an extreme make up deal, I will be taken further action for false advertisement!!! My member Id is ************

      Business Response

      Date: 03/24/2025



                                                               March 24, 2025

      RE:  Better Business Bureau File # ********
      Complaint by: Wykevin ********

      Fitness Connection does apologize for any inconvenience this may have caused. Thank you for taking the time to share your experience with us. Every member is of value to us, and it is our most sincere regret you were left with an impression otherwise.
      Fitness Connection offers ********* at select locations.However, the *********** location does not provide this service. Since you are enrolled in the ******* plan, you have access to all locations within your state. The nearest location offering ********* is:
      Fitness Connection ************
      ****************************************************************************
      For safety reasons, children are not permitted on the gym floor. This policy must be strictly followed in all situations to ensure a safe environment for all members. Please note that since the three-day cancellation window has passed, all charges are valid and non-refundable. If you wish to cancel your membership, you may do so through any of the following methods:
      Call customer support at **************
      Visit your local Fitness Connection location
      Mail a cancellation request to ************************************** (sending as certified mail is preferred)
      At this time Fitness Connection has addressed the issue. We respectfully request that this file be closed as resolved.

      Respectfully,
      ****** V
      Dispute Resolution Liaison

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