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Business Profile

Fitness Center

MUV Fitness
BBB accredited business seal
BBB Accredited BusinessB Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 95 total complaints in the last 3 years.
    • 31 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:06/12/2025

      Type:Billing 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.
      Tried to cancel membership multiple times. They continued to charge me through COVID for 8 months while they were shut down. After trying to cancel 3 different times in person. My bank reported them as fraudulent and back paid me 6 months of fees. I signed up in 2018 and went for a year but it would cancel. Continued to charge me through 2023 and now send me to collections for a cancellation fee.

      Business Response

      Date: 06/19/2025

      Hi ******,
      Thank you again for taking the time to speak with me. I would like to apologize for any inconvenience you may have experienced during your cancellation process. As we discussed, I am removing you from collections with no further billing. I hope you are pleased with this resolution that we agreed upon. Should you have any questions, please feel free to contact us. Thank you and have a wonderful day.

      Customer Answer

      Date: 06/20/2025

       
      Better Business Bureau:

      ****, at Muv Fitness corporate, contacted me. She listened to what i had to say and was amazing in helping deal with the situation. Credit Karma doesn't show that it has been removed from my credit score yet, but i believe she will follow through. She was very kind and understanding. Thank you **** for helping resolve this situation!

      Sincerely,

      Jordan

    • Initial Complaint

      Date:06/11/2025

      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.
      Muv Fitness Spokane has been terrible to work with. I have tried to cancel my membership for months. I called and they said I had to go into a Muv location to cancel. I have gone into two different locations only to be told that a Manager has to be there and they did not know when the manager would be available. One spot I waited for 30 minutes in the lobby before having to go back to work. I finally stopped payment by my bank because they would not cancel my membership! Now I am getting calls and texts daily saying that I need to send a certified letter in the mail and I am still responsible for the last month of dues. I have not been into a Muv location for over 2 years! I was paying the whole time without ever using the facility. I just want this mess to GO AWAY. I am not paying anything to Muv ever again. This is a terrible practice and is totally unethical.

      Business Response

      Date: 06/13/2025

      Hi *****,

      It was a pleasure speaking to you tonight. I thank you for informing us about your recent experience with Muv Fitness.  Again, I apologize for any inconveniences this situation may have caused. We take the opinions of our members very seriously and aim to provide outstanding service when possible.  Per our conversation, your account has been cancelled effective immediately. I am happy we were able to come up with a resolution for you.  Should you have any further questions, please feel free to reach out to me.

    • Initial Complaint

      Date:06/03/2025

      Type:Customer Service 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.
      Back in January of 2025 I was forced to go into the location that I started my membership at. After no other option, and them still pulling 35$ out a month even though Ive called multiple times requesting to close my account. I finally went to the location, spoke with ***** the Manager who was supposed to close my account. He said he did, I even paid my 35$ fee that was due for that month. I was called in February where a lady from their billing department stated I owed them money. I explained how I closed my account, she apologized and put a do not contact on my account. Now as of today6/3/25 Im being called by their billing department, stating I owe them money and my account was only frozen. I asked to speak with a manager. The woman Precious who was speaking to me, hung up on me multiple times and ignored my phone calls. She stated I was rude because she asked who I spoke to, I described the person as fat and rattled, so she hung up on me again. She then proceeded to not give me her lost name after asking multiple time, she wouldnt let me speak with a manager and even put me on hold, came back and acted like a different manager.She transferred me to a whole different location, where I had to have them email her boss. They will not cancel my membership and are trying to make me pay the last 3 months. I have not been to the gym since January and was told it was closed by their manager. Ive been treated with such disrespectful and the worst customer service Ive ever received. Ive been humiliated and treated like Im an idiot. Id like help with this, because I cannot go into their place of residence and handle this in a healthy manner, with how angry I am.Thank you

      Customer Answer

      Date: 06/06/2025

      hello and good afternoon I am just reaching out as I was contacted by corporate from move fitness where they have escalated and worked through my complaint as well as got a resolution that is acceptable and I have agreed with the corporate office was very professional very amazing and very understanding I appreciate all the work you guys do. Thank you so much.

    • Initial Complaint

      Date:06/03/2025

      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 wanted to cancel my membership.I visited in person since I knew cancelling a membership was not supported over the phone. The person at the front desk told me that it was not possible to cancel the membership. Another person corrected them to tell me I could cancel via the app at any time.I attempted to cancel via the app and the app did not allow me to cancel. I asked again to cancel my membership and they informed me their billing manager ('*****') would call on Monday to resolve the issue.On Monday I did not receive a call, when I called myself, the person at the desk did not recognize the name '*****'After explaining my situation, they informed me that '*****' would call me tomorrow.I have still not received a call or contact of any sort and I am still unable to cancel via the App or remove my payment method.

      Business Response

      Date: 06/10/2025

      Hello *****, 

      Thank you for reaching out to the club to allow us to fix this situation for you. We take the opinions of our members very seriously. We want to thank you for taking the time to speak to ***** and resolve your cancellation. We do apologize that she was late in returning your call, but we are glad we could come to a resolution for you. Thank you so much for your time and patience. 

    • Initial Complaint

      Date:05/30/2025

      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.
      MUV Fitness attempted to charge my credit card without authorization after my primary debit card transaction failed. I had only used this credit card once for a separate, one-time in-store purchase and never consented to it being stored or used for recurring payments. The unauthorized charge was declined by my credit card issuer, but the attempt itself was inappropriate and concerning. There have been 5 declined transactions from MUV fitness on this credit card that have been unauthorized. Further these attempted charges have occurred before and after I talked to the business and emphasized my debit account was locked due to fraud and I would pay the owed sum on June1. They said it was in my file and it was perfectly acceptable for me to pay at that time without accruing late fees. My Gym membership is around 45 dollars and they have been attempting to charge my credit card 80 dollars. I have requested written documentation of any authorization they believe they obtained, but have not received a satisfactory explanation. I am seeking confirmation that my card information has been permanently removed from their system and that no further unauthorized attempts will be made.

      Business Response

      Date: 06/10/2025

      Hi Lily,

      Thank you for informing us about your recent experience with Muv Fitness.  Again, we apologize for any inconveniences this situation may have caused. We take the opinions of our members very seriously and aim to provide outstanding service when possible. Your billing information has been updated and I am happy we were able to come up with a resolution for you.  Should you have any further questions, please feel free to reach out to me.

    • Initial Complaint

      Date:05/07/2025

      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 have tried to inquire on how to cancel my membership and MUV fitness refuses to respond to me. Went in and they said I have to speak to a manager which they said they dont know when they will be in next. Have submitted multiple messages to them and no response is ever given.

      Business Response

      Date: 05/16/2025

      Hello ****, 

      Thank you for informing us about your recent experience with Muv Fitness.  We would like to apologize that our service did not satisfy your expectations. Our goal is to always provide our members with consistently reliable and outstanding service.  We take the opinions of our members very seriously. I'm sorry that we haven't been able to reach you regarding your cancellation. We have gone ahead and processed your membership cancellation immediately with nothing further due. If you have any further questions or concerns please free to call or email us back and we will be happy to help. Have a wonderful day!

       

    • Initial Complaint

      Date:05/06/2025

      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 went in person to cancel my account, I signed papers I paid the early cancellation fee on Oct and they have charged me every month to present date for membership. I need all dues to stop and refund my dues back to the Oct date I paid cancellation fees. I have talked to many people at the club, and all admit and see the cancellation charges and say they cannot find the signed paperwork, Said I should have an email, I do not have an email, I do have the bank statements showing the fees and charges since the cancellation fees. I just want the fees back that were paid since the date of the cancellation payment.

      Business Response

      Date: 05/16/2025

      Hello ******,


      Thank you for reaching out to the club to allow us to fix this situation for you. We take the opinions of our members very seriously. With that said, we have processed your refunds for both you and ***** back to your account on file and cancelled both accounts, effective immediately. I am pleased we were able to come up with a resolution for you. Should you have any further questions, please do not hesitate to reach out. We wish you the best of luck in your future fitness endeavors.

    • Initial Complaint

      Date:05/01/2025

      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.
      Being charged an annual fee for services that will not be rendered due to cancellation.

      Business Response

      Date: 05/07/2025

      Hi ******,


      Thank you for informing us about your recent experience with Muv Fitness.  Again, we apologize for any inconveniences this situation may have caused. We take the opinions of our members very seriously and aim to provide outstanding service when possible.  Per our conversation, your account has been cancelled effective immediately. I am happy we were able to come up with a resolution for you.  Should you have any further questions, please feel free to reach out to me.

    • Initial Complaint

      Date:04/22/2025

      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.
      Much difficulty cancelling my account in 2023. Had to cancel again in 2024, after noting charges in bank account that *** said they could not reimburse. Now, I just discovered: As of Dec 2024-April 2025 I am receiving monthly charges of $31.61. I called the phone # on the bank statements and it connected me to MYiClubOnline who confirmed I have no active account. I called the ******************** directly and was told the manager will call me back. The person answering the phone said, Yeah usually we have trouble with people being charged random amounts after cancelling but it looks like youve been charged consistently on the same date. (Charge dates 4/8/25, 3/10/25, 2/10/25, 1/8/25, 12/9/24)

      Business Response

      Date: 04/29/2025

      Hello Sydney, 

      Thank you so much for taking the time to speak with us. At Muv Fitness, delivering exceptional service and clear communication is our top priority. After our recent conversation, we identified that your secondary account remained active after your primary account was cancelled. This happened because, for security and privacy reasons, our system treats each account independently, and a separate cancellation form is required for each one. We understand how this might have caused some confusion, and we sincerely apologize for any inconvenience it may have caused.


      That said, your secondary account has now been fully cancelled, and a refund has been processed and returned to your original payment method. If theres anything more we can do to support you or make your experience better, please dont hesitate to reach out.

    • Initial Complaint

      Date:04/11/2025

      Type:Billing 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 cancelled my wife's membership and use of the kids' zone in July 2024. They've been charging me for one or the other or both ever since!

      Business Response

      Date: 04/15/2025

      Hi ****,

      It was a pleasure speaking to you this evening. Thank you for informing us about your recent experience with
      Muv Fitness. I apologize for any inconvenience we may have caused you. Our goal is to provide our
      members with consistently reliable and outstanding service. We take the opinions of our clients very
      seriously. With that said, your comments regarding our cancellation process will be used for future
      coaching and training of our employees. I hope you are satisfied with the resolution that we agreed
      upon. Should you have any further questions, please feel free to reach out to me.

      Customer Answer

      Date: 04/17/2025

       
      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,

      **** *****

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