ComplaintsforVASA Fitness

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I regret signing up with VASA fitness. I am a disable veteran and choose this gym to help with my health but instead I get a bunch of unnecessary problems. I sign up for a class and had to cancel the class and get charge additional fees. I forgot to change my credit card information and they charge me additional fees as well. I went to go cancel my membership and they wanted me to pay everything up front including the cancellation fees. I never met a fitness club that treats a disable veteran this way. I still could not cancel my membership because I could not pay the fees up front.

  Business response

  04/12/2024

  Hello ****,
  I apologize for the inconvenience. As a resolve, I have gone ahead and waived the $25 return fee and the $3 late fee. You will be responsible for the past due balance of $39.99. Once that has been made, I would be happy to cancel your account with no further billing.

  Customer response

  04/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called VASA Fitness and asked them to cancel my membership. They didn’t. I called my bank and told them to put a block on them. They somehow got around that and keep charging me and won’t stop. When I called the cancellation line today, the lady tried telling me I have never called before and said “We are to charge you another month. That’s what you signed up for”. When I said “no you won’t. Stop charging me” she insisted that I have never called before, and she was still going to keep charging me. I got mad and yelled at her and she hung up on me. (I have paid more, but it's been many years since I made the first attempt to cancel. I don't have an exact date, so I rounded down to cover only the last two years)

  Business response

  04/08/2024

  Hello,
  I have located your membership, ******** *******   -   **************. I have gone ahead and cancelled your membership with no further billing. The membership agreement does state that we need a written request to cancel. Without proof of that prior request, we are unable to refund any previous payments.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Vasa fitness is fraudulently charging my account for eight months for a membership I canceled.I was visiting **** only for three weeks and tried the gym for three weeks gave notification to the staff that I didnt live in the state and they assured me they canceled my membership after the first month.Then I had to call and cancel as well as use the app but they are still charging me for a membership in a state that I dont live in.I called again and they hung up on me .They are Still scamming and refusing to cancel my membership and refusing to refund for the fraudulent charges This was my fourth attempt to cancel the membership.

  Business response

  04/04/2024

  Hello,
  I have located your membership, **********************;  -   8912005664258W. I apologize for any inconvenience this has caused! I have gone ahead and cancelled your membership with no further billing. However, I am not seeing a previous request to cancel on your membership, so we are unable to refund any previous payments. If you have proof of this prior request to cancel, please send this for review.

  Customer response

  04/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my vasa membership and have not used it over a year and I just found out they have bene billing me this whole time. I am beyond frustrated because I canceled my subscription and have lost so much money for something I never used.

  Business response

  04/02/2024

  Hello *****,
  I apologize for any inconvenience this has caused! I am not seeing a previous request to cancel on your membership. The membership agreement does state that we need a written request to process a cancellation. If you have proof of this prior request to cancel, please send this for review.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Management mentioned the would contacting me when They learned whether or not their security cameras were able to capture a theft that occurred on their premise. I understand **** is not liable for the theft or loss of items but cooperation and communication would be appreciated. Don't tell me you're going to be following up when you're not following up. I'm positive someone (who specializes in IT) would be able to access the camera footage from March 25. Also, when filing my complaint with ******* I noticed the stack was rather large. 35 sheets or so... I'm becoming concerned with this fitness community, Are these being addressed, What are the complaints about? Am I going to have something stolen from me if it's not tied to me? Did you know there were thefts occurring prior? Were the responsible parties identified? Wouldn't you think it'd be important to let PAYING customers know that they're at risk when attending your facilities? Feels like c*** because you know it's happening. Your business is located at the entrance to my neighborhood, I just moved out of ********* to get away from this this c*** Clean it up. Find someone who can actually sort through your security files (3rd party) pay them to come in and sign an NDA. Review the tapes, and remove the scumbags from your gym who ruin the experience for everyone else.

  Business response

  04/02/2024

  Hello,
  Thank you for your feedback regarding this. We understand your concern! I assure you that incidents handled in the club are handled in a proactive manner. The specific process is followed when dealing with this incidents to ensure all the information is captured. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My account was canceled, and the company did not cancel the guest privileges add-on at the same time. They are now calling me nonstop, claiming I still owe them one month of service for December, despite them telling me when I made a payment in February that I was paid up. Even the February payment I disagreed with, because I was being billed for service I didnt receive, but I was assured I would receive no more calls or bills. It appears that they are refusing to properly cancel or credit the account, and that they intend to continue billing me for services I cant use, since my main account is canceled and I cant access the gym. I have spoken with customer ********************** about this multiple times and the company refuses to resolve the issue. The guest services are double what I would pay monthly for a basic membership.

  Business response

  04/02/2024

  Hello,
  I have located your membership, ******************************;  -   6677005546520W. I apologize for the inconvenience! I have gone ahead and waived that payment so it is no longer owed.

  Customer response

  04/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  **** has an option to freeze a membership rather than cancel. This presumably saves money because rather than paying 25/month while Im not using true gym, I can pay 10 for three months until Im ready to resume.This is all good and well and I was planning on doing this. I made sure to check after 90 days of freezing my account to see if there was an option to re freeze my account. However, it still appeared that the account was frozen, with no actionable items from my end (from the mobile app). I assumed that I would just get charged another 10 dollars for another 90 days.Instead, about a month later, ** suddenly contacted by a collections agency stating that I owe late fees and that a payment was declined.I was never notified about any of this and would have been happy to submit payment and/or update my billing info.This is a predatory and unfair business practice. Which is disappointing because **** is a great gym otherwise.I do not care that this was in some agreement that I signed. Its deceptive and shady.

  Business response

  03/26/2024

  Hello,
  I apologize for any frustration that this has caused. When you looked at your app, it likely still showed frozen because the 3 month period had not passed yet. We do not automatically charge a $10 fee and place an additional hold. We do require that the member requests we extend the hold and we will do so. Again, I apologize for any frustration regarding this process.

  Customer response

  03/26/2024

   
  Complaint: 21483207
  
  I am rejecting this response because:
  The 30 day period was, in fact, over when I checked the app.

  I would like to receive reimbursement for the late fees incurred, which are now paid. I was never notified about my credit card being rejected.

  Sincerely,
  
  ******************

  Business response

  03/28/2024

  Hello,
  I apologize for the inconvenience! As a resolve, I have refunded the $25 return fee and the $10 freeze fee back to you. Your membership is on hold until 6/25/24. You will need to request another hold after that if you are wanting to extend your hold.

  Customer response

  03/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************

• Initial Complaint

  03/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I obtained my membership through a Black Friday deal which was 0$ down and 19.99$ a month. I was billed and paid 24.12$ on December 26th 2023 and January 26th 2024. I was then charged 102.73$ on March 4th. Which I was very confused about which prompted me to call Vasa Customer Service (through the contact us portion on the app). The support center was not helpful and could not tell me why I was being charged almost 4 times the original pricing. Upon research on how to properly cancel the membership due to the issues of them sending past members to collections I paid an additional $66.27 for the cancelation fee. I was informed that I would receive a cancelation email which I have never received. I have not received any confirmation on my cancelation. In turn I am afraid that they are going to continue to bill me or send me to collections all though all accounts and payments have been and should be resolved. I have screen captures from each step for this process as documentation. I am very upset with the amounts I have been charged and still have no answers. I feel that I was mis lead with the advertising and am being left with little to no answers. Please let me know if you need any of my account information. This is for the Vasa located in Taylorsville Utah on **** ***** **** ****, Taylorsville, Utah 84129

  Business response

  03/25/2024

  Hello,
  Thanks for reaching out. I apologize for any confusion regarding your payments! It looks like the payment of $77.73 (originally charged on 2/25/24) which included your regular monthly membership fee and the Rate Guarantee Fee of $53.61 declined, so a $25 return fee was automatically added. When you initiated the cancellation, you were charged the 30 day notice plus the $25 cancellation fee.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife and I were charged a bogus fee without any warning and paid over 70 dollars without getting it back. They said it was a late fee from discard which is a $2 fee. Both her and I attempted to cancel our memberships immediately following the charge. They gave us the run around and said we had to pay another 70 to cancel. We had already been with them for 2 years at this point. In total we paid them over $1000 dollars by this point. My wife had to file a complaint with bbb to get her cancellation processed and tried to get mine cancelled as well. I tried to cancel through the app and always gave me the run around and wouldn’t work. I had spoken with workers in store and told them I wanted it cancelled. I tried through the app. I work full time so I had my wife handle everything. They were still trying to charge me money so I paused the card they were processing payments through. I did this in December of 2023. Now they are trying to say I owe them 75 dollars to cancel my account or they are sending it to collections. They are very disingenuous and try to charge fees and make cancelling incredibly difficult. The fee for cancellation was told to me to be only within six months of creating your membership due to the people who start the gym and stop after a month. My wife and I had accounts with them almost two years each. If not for the disingenuous fees and impossible support team, we wouldn’t have cancelled our memberships. I haven’t gone since my final active day on December 15th. The support line makes you wait for 20 minutes just for the person to not be able to assist you.

  Business response

  03/25/2024

  Hello,
  I apologize for any inconvenience. As a resolve, I have waived the past due balance and cancelled your membership.

  Customer response

  03/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ***** ***

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My couple and i were supposedly buying a basic plan for each other for the first time, the seller at vasa gym told us that it would be better for us to take one fitness plan and acquire a guest member privileges for the two of us to come to the gym, we asked him if we could come separately at any time to exercise and If we could go to any other vasa gym near us, He told us that we could and there’s no problem, later that week we find out that that wasn’t true, he lied, we couldn’t get separately and we couldn’t get to another gym

  Business response

  03/25/2024

  Hello,
  I apologize for the misunderstanding regarding this policy. The member does need to be with the guest each time they check in and stay the whole time the guest is there. I am not seeing that you have Guest Privileges on your account.

*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. ↩