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Business Profile

Health Consultants

Fitness Your Way

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Consultants.

Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 11 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:04/01/2025

    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.
    Hello, I am wanting to cancel my membership but I cannot get anyone on their customer service phone number **************.

    Business Response

    Date: 04/03/2025

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern. 

  • Initial Complaint

    Date:03/27/2025

    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 been with Tivia Fitness your way for many many years. and the treatment I have received is horrible. I was supposed to be Grandfather in Legacy program for ***** a month.. Yet they went ahead and switch it to ***** then my card was stolen and I had to switch to a new one. .Since they have always debited my account for payment.. I forgot to call them.. When I received a email that they could not debit my card.. I tried calling them many times.. placed on hold for over hour each time.YET they said go on line to their web site and update.. Their Web site would not allow me to enter.. And I could not get ahold of them.. Finally after 2 weeks.. I waited on hold for 1 hour and 40 mins.. explain the issue said she would put me back on the ***** Yet when I got my statement.. she never did. again tried the many calling and after hour waiting hung up.. now second month i was charged 39 Again.. today I called and push bottom for new service.. and the rude lady said I was not entitled to go back to the ***** rate. I think they do this intentionally. My son had a ***** monthly fee and they never did raise his.. he just only recently cancelled his. So in reality. I should still be on my $***** fee. yet today I am stuck paying $39.00 .. this after 15 years of membership.

    Business Response

    Date: 03/28/2025

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern. 

  • Initial Complaint

    Date:03/11/2025

    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.
    Thanksgiving of 2024, I was out of state and looking for a gym to use. Through my healthcare provider (****), I was offered an option with this company.First red flag, they did not want to show me potential gym options in my area unless I paid for a membership. I accepted my healthcare provider's deal knowing that if this didn't work, I could simply cancel. I signed up and found that it would be absolutely useless in the state I was staying in for those two holiday weeks. Minutes after signing up, I returned to my healthcare portal and retracted the ********, here's the inaccessible and "scammy" feeling that this company seems to consistently provide. I wrongly assumed that this program was cancelled. Communication on this was NOT clear, and they do not provide an accessible means to cancel. Despite signing up simply and quickly through my healthcare portal, Fitness Your Way apparently ONLY permits cancellations over the phone.Queue major family events that preoccupied me. I went through my bank statements deeply this week with a change of card number, and found buried in an odd category folder that this charge was indeed still happening. I wasn't able to find I had any "account login" info when attempting to gain access to their site. I confirmed on my healthcare portal that it was indeed cancelled on their end. I called their line and proceeded to talk to an argumentative and defensive representative. They likely deal with vocal people daily, but it was condescending right out the gate. I was chastised and bickered with in trying to get clarity with my experience.This is not a company that wants to do well by consumers. You cannot get money back for not using. You can only cancel via phone, and it seems that experience tends to be universally aggressive. Predatory behavior at a minimum. Goes against ***'s Negative Option Ruling: providing a cancellation option "which is at least as easy as consenting to the subscription".

    Business Response

    Date: 03/12/2025

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern. 

  • Initial Complaint

    Date:03/03/2025

    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 cannot get anyone on the phone to cancel my subscription. I would like to cancel because this companies main sign up page is so misleading. It doesn't tell you there are three levels, and you have to pick the most expensive one on order to find multiple gyms. This membership is useless to me. I want to cancel and get my money back.

    Business Response

    Date: 03/04/2025

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern. 

  • Initial Complaint

    Date:02/28/2025

    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.
    Hello,I am complaining about the company phone customer service, Tivity Health/ **********************. For several times in the past month I called to try to resolve my account which has a glitch on their website when I was consistently treated the poorest customer service ever. Problem not resolved, they put me back on the hold line after I had been already on hold for 20 minutes. Staff is disengaged and plainly rude. Additionally, they say if I'm not a member, I am not allowed not see the list of gyms. On the other hand, the gym list doesn't show on the webpage Blue365! How can I enroll without knowing which gyms participate? I have been and still am on hold on the phone with them for over 1.5 hour! See attached screenshot. The number I called is not the number showing on my screen for some reason.

    Business Response

    Date: 03/06/2025

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern. 

  • Initial Complaint

    Date:02/28/2025

    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.
    Tivity fitness your way website has stopped people from signing into their account, with my wifes credit card being updated her old card on file was expired. She couldn't update it with the system which now the system will not let her be grandfathered back in to the cheaper rate. All attempts at contacting tivity fitness your way ends with well my computer doesn't have that option any more so you have to pay the mew rate despite its due to their website being broken.

    Business Response

    Date: 03/04/2025

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern. 

  • Initial Complaint

    Date:02/18/2025

    Type:Service or Repair 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 have made a couple of changes to my plan and when I tried to increase my plan from base to power, I keep getting an error. I was told it's because I have made too many changes and to wait 24 hours. I called back today and the representative argued with me about the amount of changes I have made. I asked for a supervisor and I was explaining my issue and trying to find a resolution and she hung up on me at some point while I was speaking.

    Business Response

    Date: 02/20/2025

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern. 

    Customer Answer

    Date: 02/21/2025


    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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

  • Initial Complaint

    Date:12/30/2024

    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.
    Purchased a Fitness Your way membership because I travel. I use the membership at home with no issue, but I purchased this membership because I travel once a month and the site starts that the Planet fitness in *************** is a participating location. I go to workout and I'm told by their staff they don't accept fitness your way. I show them the site and still nothing. I call customer service waiting on hold for ****** for them to tell me that's not correct and to just give the gym my account number. The gym says they have no way to put that anywhere. So then FYW tells me they will escalate this within the next 3-5 business days. That's great so I will not be here then will only have to deal with this again next month. They offer a refund which does nothing to help me be able to workout. Then they say they can suggest another gym so I call there before I waste my time driving and they say they don't think the accept FYW. So here I am paying for a membership for a service I can't use and waiting for them to escalate this to someone. Thinking they just throw a bunch of gym names on the site to get you to buy but it's just false advertising. They want me to continue to try to talk to gym where they need to be the one calling and getting this fixed immediately. I signed a contract and I fulfilled my obligation as to pay my bill but they didn't provide the services I paid for. Now my choice is to pay for another membership to use 1 week a month instead of being able to get what I paid for with Fitness Your Way. And to think they feel that 3-5 business days is acceptable. If I didn't pay do I get 3-5 business days to pay and still get to use the membership. I think not!!! I think they might be a bit of a scam. I know their customer service is lousy.

    Business Response

    Date: 01/06/2025

    ********************************* has made multiple attempts to reach this member to discuss their complaint.According to our records, we issued the member's account a refund and reached out to the Manager at Planet Fitness. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern.

  • Initial Complaint

    Date:10/15/2024

    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.
    Signed my daughter up to Fitness My Way, I did the membership online and used my credit card for the monthly payment. My daughter is now studying overseas and difficult to get a hold of, so I go to cancel the account which apparently has to be done by telephone. They would not let me cancel, told me my daughter has to call in to cancel. Nothing they can do, they said. Think about that, I signed her up as a dependent through my insurance, paid with my credit card and I can not cancel the monthly payment? It has got to be one of the more odd businesses practices I have seen. Now I am going through the hassle of disputing the charge with my credit card company and hopefully this stops all future ********.

    Business Response

    Date: 10/23/2024

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern. 

  • Initial Complaint

    Date:09/15/2024

    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 started using Tivity Health Fitness Your Way as a perk when I was on my husbands insurance in 2018. During covid I received notification that not only was it on hold and I would not be charged but eventually that the gym I used it for was closing. I also went off of my husbands insurance. When we saw that Tivity had been billing us for years without my using it at all we quickly called our bank to contest the charges. We were refunded in October 2022 after reporting the fradulent charges and were refunded for one month only and I was told it was taken care of moving forward. We were looking through accounts today that we don't use often and saw that Tivity has been charging us monthly every month since then for two years! This was not on our radar at all because we typically don't use the card and had taken care of it with the bank. After these other complaints that are so similar I am furious! Clearly we are being scammed. Do not sign up for this!

    Business Response

    Date: 09/18/2024

    Tivity Health has been in communication with the member and were able to remediate their concerns. Should the member have additional questions or concerns, **************** may be reached at ************** Monday-Friday from 8 am - 8 pm Eastern.

Fitness Your Way is NOT a BBB Accredited Business.

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