Complaints

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:10/31/2024

  Type:Service or Repair 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.

  You can't cancel other than sending a registered letter. They make it impossible to cancel so you can't cancel. I have 2 kids 1 and 2 and am 25 weeks pregnant yet they are making it impossible to actually cancel. You can sign up online but it is next to near impossible to cancel. Calling won't work, emailing won't work, submitting a for to freeze membership didn't work. I can attend yet I can't cancel.

  Business Response

  Date: 11/05/2024

  Dear Ms. ************** am sorry to hear about the inconvenience our cancellation process has caused. We do our best to fully communicate the cancellation process to each member. We include this in our Membership Agreement which is available immediately after you join and can be accessed any time through your My VillaSport Account. We also post this information in our Club Rules, which are also available online. 

  For your convenience, I have included both to this response.

  I know that you are currently on a General Freeze, but we can still assist you with a cancellation using this process prior to the end of your Member Freeze.

  Best regards,

  ***** H. ********

   

   

• Initial Complaint

  Date:09/05/2024

  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.

  This institution uses unethical and disturbing business practices to trap clients and charge absurd fees. They actively engage in practices that frankly should be unlawful, its sad that it would require legislation change before villa would stop holding its members hostage. To cancel you must either visit a branch and sign something or send in certified mail the chat, website and phone calls werent available options to cancel. Then if you didnt stay a year you pay a huge fee, ohhhh and they want a 30 day notice of cancellation so you will likely pay an entire month more then you plan to visit. Its disgusting and its businesses like them that make regulation mandatory because predators will prey! The disgusting facility should also be addressed. In **************** its so nice to have a place to work out and swim with kids especially as winter comes around and there isnt so much to do. Its just heartbreaking that something so beautiful is run by such dishonesty and malice! Shame on you! (I know its somewhere in your policy when we sign up! So be accountable for the disgusting policies YOU wrote! You know its wrong you know customers hate it you also know creating as obstacles for people looking to leave and charging fees leads to more money. You know this and everyone else knows this! You should all be ashamed, but as you build your next home over looking a lake somewhere Im sure you just wont care!

  Business Response

  Date: 09/09/2024

  I do apologize for the frustration that our club policies have created. This is not our intention. We do work to ensure that our membership policies are communicated at the time of sign up and they are available on each Member's My VillaSport account. I have included our membership agreement and what is provided on our website, to ensure members are aware of how to properly cancel their membership. We also make sure to point out this information when a member cancels, so they are not surprised with additional fees they were not expecting. 

  If I can further assist in cancelling this membership, I would be happy to assist. 

  Best regards,
  ******************************

• Initial Complaint

  Date:08/22/2024

  Type:Product 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.

  Please see the attached packet for details. Essentially, I was double billed in June and July due to Credit Card processor change. I was told the refunds would be on my credit card. They did not appear so I disputed the double billing with my Credit card. In August, I was again billed double as they stated a July payments was not received due to a refund and dispute being posted. My credit card still shows no refund for July and copy of my credit card statements for this period of time was given to the VillaSport employees. Rather than expensive research to find the missing $211 dollars, I was charged but not credited for, they advised me to call CitiBank. When I called CitiBank on Monday, I was told that they have no refund (it would be on statement if they did) and that I should call the merchant. I am now 3 + hours into this project and I didn't not cause the billing issue with my VillaSport account. I can not get any assistance from the Villa Sport local office and the ************** is not able to talk to clients directly so I have to work thru a Concierge who then relays information to the billing team. It is a mess and has caused me to cancel my membership as I can not trust they will bill accurately. An ideal resolution would be to get my $211 dollar overpayment back.

  Business Response

  Date: 09/10/2024

  In the months of June and July 2024 we did have an issue in which some members were double billed. Our accounting team immediately refunded those affected by this issue. Depending on each financial institution, some refunds went through more quickly than others. 

  In mid-August, we provided documents to Mr. ***** ***************** with accounting records. This shows are two charges in July, one reversed the same day and a chargeback returned on 7/12 from the bank dispute. This was essentially 2 refunds, so when the charge back was overturned this money was withdrawn from her account, eliminating one of those "refunds." 

  We apologize for the inconvenience of this matter and have corrected this issue and have not had recurrences of double charging.

  Best regards,
  Villa Sport Athletic Club.

   

• Initial Complaint

  Date:08/10/2024

  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.

  This complaint is regarding cancellation of membership policies by the company. Their website provides an online cancellation portal. However, if you use it a company representative will email you explaining that the only way to cancel your membership is by *mailing* a certified letter requesting they cancel the membership. This process is absurd and antiquated and I refuse to do it. I cancelled via their online request and I have no plans to do anything further. These sort of practices are designed to trap busy professionals into paying their monthly dues until they grow tired of the automatic monthly payment. In my case, I closed my checking account to avoid the dues being automatically withdrawn. Id like for others to just be warned. Once youre in, youre in. If you want out, be prepared to stand in line at the post office so you can learn how to send a certified letter. Ridiculous.

  Business Response

  Date: 08/11/2024

  First, off, I do apologize for the frustration this has caused. We do our best to provide adequate information to our members regarding our cancellation policy and how to cancel their membership. This is part of the membership agreement that each person agrees to upon signing up for a Villa Sport membership.

  I have included a picture of the membership agreement that covers membership cancellation, including the requirement to come into the club to complete a form or send a certified letter.

  Our club rules are posted online on our website. The cancellation policy can be located on page 14, section 24.4 and 24.5. 
     *********************************************************************************************************************************

  We do not have a cancellation portal, but if a member logs into their My VillaSport account and clicks on "Membership Change Requests" and "Cancel Membership" they are routed to the same information on how to cancel the membership. This does not give a member the option to submit a request for cancelling their membership. I have include pictures of this part of the website.

  I appreciate the feedback from the member regarding the policy, however, it is one that was agreed upon when signing up for a Villa Sport membership. 

  In order to cancel a membership, I would need a member to execute in one of the two options for cancelling a membership. If I can be of assistance with either option, I would be happy to assist.

  Best regards,
  ******************************

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22121444
  
  I am rejecting this response because I dont live in ******. Im in ** and cant just come into the location. Locking someone into a contract like this is just unethical. 
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair 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.

  1st incident my clothes from my locker were misplaced by members of staff during the laundry service. It took me speaking with multiple employees to acknowledge and address my missing property. I reported my clothes missing to the manager on duty 01/23 and followed up 4 times. 2nd incident my clothes were taken out of my laundry and displayed for summer advertising in the lobby. When I discussed this with an employee, they casually told me to just take it back. 3rd incident I was denied entry to the club due to return payment on my account. In speaking with the employee at the front desk in attempts to pay and gain entry, I was belittled and bullied. My mother was a witness to this interaction as well as many gymmembers. I was able to speak with the manager on duty who diffused the situation saying the staff member was having a hard day. There were other staff members present. Why did she not step away or take a break if needed? That is no excuse to treat me that way. She yelled at me, discussed my account information loudly and humiliated me. There was no follow-up to this interaction. 4th incident when the new system was implemented my account was lost. I called and came to the gym on several occasions to discuss this. My account online showed I had a $0 balance due, but I had not paid. I was advised by the Assistant General Manager that my account is active in the old system with no monies owed. I confirmed and was advised that if there is a balance owed, I will not be penalized because it was a system error that many people were having. This, of course, turned out to not be the case. This was when my experience drastically declined. I made several attempts to rectify my account with no effort from anyone in your company. I was told by the on-site staff that I needed to speak to the management because of their limited information. I emailed,called, and came in person multiple times without success. I even went as far as sending screenshots to the General Manager and other members of the management team. I reached out via email starting 10/10 and by 10/23 without response I then tried the ************ Finally, 11/01 I was able to connect with a member at *********** and then ***** (GM) responded. I paid my account to date and was told that ***** would speak with me at the club to help my experience, as I felt extremely uncomfortable. This did not happen.5th incident while visiting the club I was told by a member of staff that she did not agree with what the ambassadors think of me and that she has always enjoyed speaking with me. This was very off-putting and telling of how your staff treats members that have disputes or need additional help with their ************ incident 11/28 I was denied access to the club. ******* was incredibly rude and confrontational even taunting me about not paying my membership fees. *****, the housekeeping manager witnessed this and apologized for her behavior. After leaving the club, the home office confirmed my account was mistakenly on a freeze.

  Business Response

  Date: 04/09/2024

  It is our position that a billing adjustment is not owed to ****************, as the account was cancelled with an outstanding balance due. The outstanding balance is made up of dues, locker rentals, club programming and caf purchases. **************** and her family used the club through the end of November, prior to the membership being frozen due to the outstanding balance.

  All of ******************** feedback regarding customer service concerns was received by the company and has been addressed as learning opportunities for our team as necessary. 

• Initial Complaint

  Date:01/16/2024

  Type:Sales and Advertising 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.

  After adding my fiancee and her 3 children to my account, ***** made an error in the billing information. They charged someone else for our family of 5 for 7 months (June-December). Being that we had our payments on auto-draft from our bank account, we did not go into the bank to verify Villa payments were being taken out until I received an email that one was rejected in December of 2023. I then realized the money was not being drawn from our account. I logged into the Villa app and realized there was only ONE bank account on my Villa account, and I did not recognize whose it was. I contacted ***** to notify them that they were charging someone else's account (still do not know who's) instead of mine. I then received an email stating I had to pay back the 7 months of charges ($1603) or my account would be frozen and the money would be sent to collections. I felt they never would have noticed unless I brought it to their attention, and if I hadn't, I could have been criminally charged for using someone else's bank information. Completely unacceptable and unprofessional.

  Business Response

  Date: 01/26/2024

  There was a billing error on VillaSport's part and ********************** membership dues,regrettably, were charged to another member. The error has been corrected and there were unpaid membership fees accrued by ******************. During the period in question,when his membership was still active, ****************** and his family were still checking in and using the club.
  
  Once we were fully aware of this issue, VillaSport apologized to ****************** and offered a complimentary month of dues for the inconvenience of the matter. A payment plan was offered to ******************. At this time, VillaSport and ****************** are working to resolve this matter, with a payment plan for ****************** to take care of the outstanding balance. 

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21155558
  
  I am rejecting this response because: you would not have noticed the billing error unless I brought it to your attention. We hardly used the club (maybe a total of 4-5 times during the 7 months the other account was charged). When we realized the error made on YOUR behalf we immediately brought it to your attention. I feel paying $400 per visit is excessive and offering one free month was slap in the face.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/01/2024

  I am truly sorry for the mistake that was made. I agree this was an unfortunate error on our part and we appreciate you contacting us about the issue. However, the dues for the membership were still owed as your family were active members. Members are responsible for dues as part of their membership, regardless of how many times they may use club. Although the club was not used often, you and members of your family did use the club during this time. 

  I apologize if our gesture of goodwill was not what you were hoping for regarding this matter. This gesture was intended as goodwill and a small token as we understand the inconvenience of the situation.

  Again, I do apologize for this mistake and the inconvenience of this matter.

   

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  5/15/23 someone put in name for gym membership, online but I was expecting for someone to contact me to sign a club agreement in club. No one called me to confirm or give me paperwork, like I thought they would. I am asking for a paper copy of gym membership. This gym has billing issues with me and I don't see a signed contract. I asked for sign contract. Paid less than **************************************************************************************************************************************************** a contract, as requested.

• Initial Complaint

  Date:06/20/2023

  Type:Billing 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.

  During March 2023 I filed the paperwork at Villa Sport with the front desk personnel to cancel my account. The individual told me that the charges for the monthly fees would stop come April 2023. As of today, they are still charging my bank account. Villa Sport has charged May and Jun 2023. I am preparing to close that account that they are charging and I would like this behavior terminated. In exchange I would like to have Jul and Aug as a credit and I will utilize the gym for those two months and then terminate my membership. Thank you. *******************************

  Business Response

  Date: 06/25/2023

  Good Morning ******,

  I apologize for the inconvenience you have experienced. I was not able to find the cancellation form nor any notes on the account. Nonetheless, I will be happy to request a credit be placed on to the account to cover the months of July and August per your request.

• Initial Complaint

  Date:06/08/2023

  Type:Sales and Advertising 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.

  On Monday, June 5th I went to Villa Sport to sign up as a new member. I went to the front desk to apply, and while there picked up a rate sheet FROM THE PILE OF *****S ON THE COUNTER. The sheet (attached) said the registration fee was $49.; however, when I signed up I was told the fee would be $59. I questioned the rate on the the sheet, and why i was being charged a greater amount. I was told the THE ***** WAS OLD. Granted, it's only a relatively small amount of money; however, my experience has told me that a PUBLISHED price MUST be honored.Actually, as you can see - the published rate was $47..since i was paying via a bank draft.

  Business Response

  Date: 06/10/2023

  I apologize for any confusion regarding this promotion and ******************** experience joining the club. It is common in the Fitness Industry that different promotions will be offered throughout the month allowing prospects to take advantage of different deals and specials when joining a new facility. These change at different cadences each month and can begin and end quickly. As you can see on the document provided by ****************, we indicate that the promotion special was for a "limited time only." Prior to any member joining our membership at the club, our team will fully explain all charges so prospects are aware of what they are paying up front and will have an opportunity to decline the membership. 

  Again, I sorry for any confusion regarding this matter and appreciate ******************** feedback.