Complaints

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

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  Pursuit Fitness

  1109 Frontier Cir E Lake Stevens, WA 98258-3442

• 

  Pursuit Fitness

  14925 Chain Lake Rd Monroe, WA 98272-8766

• 

  Pursuit Fitness

  9818 190TH AVE SE Clearview, WA 98290-6909

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:04/25/2025

  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 am writing to formally file a complaint against Pursuit Fitness regarding their refusal to allow me to cancel my one-year membership contract despite my valid request based on medical grounds.According to the terms of the membership contract, I have the right to cancel if I become totally disabled, which must be confirmed by a physician agreeable to both myself and the club. I have seen a healthcare provider covered under my insurance, and they provided me with a letter stating, due to underlying health conditions, I recommend no gym for 1 year. Despite this, the gym is insisting that I must meet with a physician of their choice to validate my condition, and they require me to pay for all associated costs. This additional requirement is not specified in the contract and appears to be an unreasonable barrier to prevent me from exercising my right to cancel.Additionally, I would like to express my frustration regarding the communication I have had with the individual at the gym. This person has been extremely rude and unprofessional, which has only exacerbated my difficulties in resolving this matter.I believe these practices are unfair and not in accordance with our agreement. I would greatly appreciate your assistance in resolving this issue and look forward to your guidance on how to proceed.

  Business Response

  Date: 04/28/2025

  ****** had the choice upon enrolling in a membership to choose a month to month gym membership or a 1-year contract.  She chose the 1-year contract to take advantage of the $0 Enrollment Fee, 30- Days Free and $10 less per month on her monthly dues. She signed two different documents stating that she understood she was signing a 1-year contract that could not be cancelled for any reason.

  She emailed us originally asking us to cancel her membership because of her child not being old enough for our kids club yet.  We denied this request because she was in a 1-year contract and because she signed up after her child was born, while already knowing when she joined that her child was too young for our childcare at the time. 

  After realizing that she couldn't cancel for this reason, she asked for a copy of her agreement to find another way to cancel.  After reviewing our cancellation policy she tried cancelling through the medical clause which states that she must be "totally disabled as stated by a medical professional that we both agree upon to evaluate her".  She sent us a letter from a nurse stating she couldn't workout for 1-year (the letter did not state that she was totally disabled).  This is not grounds for cancelling a contract, nor does it fulfill the cancellation requirements. 

  The bottom line is that ****** is simply looking for a way to get out of a contract that she knowingly signed.  The fact that she went from trying to cancel because of her child to all of the sudden being "totally disabled", yet not able to provide documentation stating such is very suspect. 

   

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23251780
  
  I am rejecting this response because:
  due to a medical reason, I am unable to use the gym. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/22/2024

  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.

  For several years I have been a member of **************** Fitness. Within the past few months, they closed so I moved my membership to Planet Fitness also in Monroe. I was unaware that **************** Fitness had transferred their membership to Pursuit Fitness. There has been a claim made that communication was sent out letting former Thrive member know of the change. I have gone through all my messages in every folder and find no communication at all regarding this change. Subsequently, I have been charged over the course of the past few months for a membership I did not know had been established in my name . At no point have I given Pursuit Fitness permission to bill me at all much less debit my account. When this was brought to their attention, the response from the young man at the Monroe Location was to politely tell me to F.O. He even suggested Attorney to Attorney contact instead of stepping up and doing the right thing. I want to have the full amount debited without my permission refunded. I have contacted the Owner of Pursuit Fitness Who's name is *************************. To date, he has made no attempt to even respond much less address this situation.

  Business Response

  Date: 03/22/2024

  I will start off by correcting an inaccurate statement in your complaint as it is extremely important this distinction is made and understood.  Your membership was NOT transferred to Pursuit Fitness.  Pursuit Fitness PURCHASED and now owns **************** Fitness Monroe and all of the membership contracts along with it.  It is extremely important that this is understood, as simply transferring memberships to another company would be illegal. The purchase of **************** Fitness by Pursuit Fitness was done 100% legally and through each of our respective companies' lawyers.
  
  Secondly, to address your request for a refund.  I can see through your email that you are corresponding with me through the same email we have on file for you.  ***** (Previous owner of Thrive) and myself have sent out numerous emails prior to and since the acquisition of Thrive happened by Pursuit Fitness.  I know they were sent, because it has been confirmed through many different channels including existing and previous members. For this reason, we are not able to issue a refund.  
  
  Lastly, ****** remarks regarding an attorney were only a response to you speaking of acquiring one from what I understand.  Although I have been known to bend over backward for any individual who is respectful to me and my staff, I draw a hard line in the sand once I am threatened with being slandered on ************ or any other avenue. Your statement of "Seems an unfortunate way of dealing with people in a smal, pretty tightly knit community like Monroe", is read the same way. I am not a believer in the "Customer is always right" notion, nor will I ever give in just because someone threatens to slander my business on social media.  These are cowardly remarks to try and force a small business' hand, and I refuse to bend to them.
  
  Now, had these comments not been made and you had sent me an email asking for my help in this situation, I would have likely met you halfway.  However, I am not inclined to do so in the present as the situation stands due to the ultimatum you gave my Manager and have now sent me through email.

  Customer Answer

  Date: 04/13/2024

  I have received ALL communication on this issue via U.S. Mail thus received the first two on Wed and the most recent dated 4-1 was retrieved today.  

  I reached out via ******** to a ********* focused site.  The feedback I got reflected that there were several who did not get the multiple messages it was indicated were sent.  My attention to ******** is very infrequent so not a productive way to communicate in this case. 

  The flavor of ******* responses to questions seeking clarity were surprisingly acidic as was noted by several of the respondents to my post.  He seems poised to take exception to anything and everything offered on this subject.  In the face of the good this business claims to do for the ********* of ******* this is an area where all customer service has been tossed aside.

  The fact is, if I had known about my Thrive membership being sold to pursuit, I would have taken care of it immediately as evidenced by the fact I joined Planet Fitness as soon as I realized Thrive had closed.  It wouldnt  make any sense for me to have done that had I been aware of Pursuits arrangement with Thrive.

  Long and short is I believe it is appropriate for me to ask for and receive a refund on transactions I was unaware were being made on an account I had not provided direct permission for Pursuit to access. 

  If it is legally permissive for me to do so, I can provide copies of the thread on ******** as well as my personal correspondence with *************************.  This will certainly provide insight into the hostility that has been exhibited by this business owner.

   

  Thank you,

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