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:02/12/2025

  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.

  I want to end my gym membership and I can not. They told me to email the manager and that’s the only way I can get it terminated. I have not heard from the business and I do not want to get charged monthly over this. I wish to end my membership today 2/11 as noted in the email. I will not be paying for charges after today.

  Business Response

  Date: 03/05/2025

  Hi,

  Thanks for the message, your account has been cancelled.

   

  thanks,
  Jon

• Initial Complaint

  Date:10/15/2024

  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.

  I am being harassed by this gym, almost a year ago I signed up for a gym membership not knowing it was going to be a "contract" I was not told it was legal and had no idea It was a "contract". Since When was a membership a contract? The advertisement it looks like a one time payment, they added all types of charges to the first time fee but I paid. Then come to find out there was a monthly charge of 58 a month which was a shock the last time I had been to a gym it was 10 for the day but again I paid. Ive only been to the gym about 6 or 7 times I actually loved to go when I had the chance. A few months back I tore my rotator cuff and didn't see the need to continue to continue the membership so I called and was told I could not cancel or get a lower price other similar powerhouse gyms where offering. Even after not going for 2 months I payed the 58 usd before the call. Now I have debt collectors and law firms calling me for a contract I did not even know I was signing. It is as if this is a scam I haven't stepped foot in the gym after I stopped paying . What am I paying for?

  Business Response

  Date: 12/03/2024

  This person singed a legal contract and had time to read it before signing it. If they indeed had a long term injury (6 months out with doctors note) and presented that to us they could have gotten out of the contract, however they did not. We also have no emails or communication records from this member

   

  Thanks,
  Jon

• Initial Complaint

  Date:08/22/2024

  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.

  I was a member of ******** & was still active while it switched over to Power House back in 2023. My go to trainer had left & I had no desire to continue working out at the time. So I canceled in August 2023. January 2024 I decided to get back on the health train, they were offering $1 joining and when I signed up, I was told since I was a member previously I didn’t have to redo a year contract. Fast forward to now, I haven’t used the gym since March, so I called to cancel & was told to email Andrew P****, he said according to my contract I cannot cancel. Then after going back and fourth he switched up and said I had to pay the remaining 6 months to January to cancel. Mind you it’s only 5 months to January. Not to mention then offered to work with me on how much I can pay for the payoff. Yet this is a signed legal contract? & then said contract states a cancellation can be done, the scheduled payment within the 30 day cancellation frame is due - and any other appointed payments are also due to avoid cancellation fees; but no cancellation fees are stated in the contract. If the option of a cancellation fee is available, why isn’t it stated in the contract? There is no cancellation fees mentioned. Just the suggestion to finish out paying the monthly fees even though you are not using the facility. I would have been willing to pay the said cancellation fee if it was stated, but it’s not. And I will not be forced to pay for months I will not be there. Not my fault the cancellation fee is not stated in the contract.

  Customer Answer

  Date: 08/22/2024

  Andrew emailed me that he will be canceling my membership. I will be keeping a lookout for the confirmation email! 

  Business Response

  Date: 12/03/2024

  This member signed and got a free 30 days to sign a contract which she had time to read it over before signing it which stated it was a 12 month contract. We gave her the courtesy of reducing the payment due. After 18 emails back and forth with her we let her out of the contract at no cost back in August.

   

   

  Thanks

  Jon

• Initial Complaint

  Date:03/28/2024

  Type:Customer Service 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 have been a member of this gym for a couple years now and have never had any issues. I am a law biding citizen that just wants to work out. Back in December of 2023 I caught a member taking videos of me and following me around the gym. After weeks of noticing this, the walking patterns this individual created were very creepy and made me so uncomfortable. For example if I went to grab paper towels he did too. If I went to the locker room He did too. If I went to grab an attachment for a bar he would want the same one. I went to the front desk to speak to management, back in Feburary of 2024. I was told he would be spoken too. A couple weeks went by with the same stuff happening, this kid would workout 5 feet from me everyday. So I changed my whole schedule and go at 3 am now because the email from Andrew on 0207 states to just change my schedule. In the last couple weeks this kid has come at 3 am now. He is 15 years old and the policy states you cannot be in the gym before 5am. Andrew P**** is the owner and he told me that this is an issue and that ***** will not bother me anymore, etc. And will adhere to the policy and procedures that Powerhouse has in place. A couple weeks went by with this happening and then boom again and again. Does this kid drive to the gym? or does mom drop him off at 3am? 15 years old and the kid is on the spectrum bc i was told this on a school night!!! This morning I walked to the front desk inquiring about this because the kid was right next to me laying down stretching and the mom started to go irate and immediately said My kids in good hands and trying to reassure herself that. I was calm and was stating all I want is an articulated conversation. I don't get why your son is 5 feet away from me when your whole family was supposedly spoken to about my discomfort. She began to yell at me and make things up. I have a couple of texts of members that literally heard her lie about what has transpired this morning. then got a text message from Andrew P**** ###-###-#### saying they reviewed the cameras and I was kicked out. Andrew does not live in **, So if he looked at the cameras through the phone it would show my peace and the mom going irrtate and the son following me around. I have 3 witnesses that came up to me and acknowledged my frustration and one of the witnesses texted me that the mom wouldn't stop lying and making things up. No one called me to discuss what happened. I have gone to both ********* and ********** police department and even went to *** and nothing can be done without police. I was told to call the police when this kid shows up but I do have a heart and do not want bad things to happen such as potential kid being taken away from mom because hes being dropped off or driving without a permit or license to the gym on a school night at 3am and neglet when the owner totally disregards his safety members after and members comfortableness. If the tables were turned and I was doing this to a woman I would be in prison. but because its a 15 year old kid and I'm 38 it's ok? I fear my safety and comfort at that gym. All I want is to go to that gym in peace if you can't do what I want then refund me this year as my experience is nothing that the contract states, and Andrew doesn't follow up for what he says.

  Business Response

  Date: 04/03/2024

  Hi,

   

  this member was removed from the facility due to a beligerent nature against an autistic child member. He wanted a full year refund for some reason even though he used the gym during that entire time. We issued a refund of his previous months dues for goodwill and that is all we will refund due to his behavior and use of the contracted services.

   

  thanks,
  jon

  Customer Answer

  Date: 04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Jon and or the owner feels my behavior is like that I Would like to see the cameras. That would also show the mom going irate and the child following me and closely working out while the gym is massive and they were spoken too already. I should see evidence if my behavior is being questioned.
  

  My issue is that I did everything I was told, told by the owner in text and email that I provided he spoke with the family and they will “not run into me.” I changed my schedule to 3am. This 15 year old would get dropped off and or drive to the gym at that time. There is check in history. The owner said he will enforce his own policy. Because neglect was made ie nobody spoken to the kid because he continued to disobey what had been supposedly told him in which the parent is directly responsible for. 
  

  why didn’t the owner kick them out for not adhering to his policy even in which they were spoken too. 
  

  Does the owner not care or see a problem with a 15 year old getting dropped at the gym at 330 am on a school night? 

  The family’s behavior and owner not following through resulted in me getting kicked out. 
  

  if the genders were different would outcome be different ? Meaning if any male did this to a female no matter what age that male would be in trouble by law. Labeled etc. 
  

   

  it’s a great gym , 24 hours with sauna , they should be kicked out and me reinstated 

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

• Initial Complaint

  Date:09/28/2023

  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.

  12 unauthorized transactions were made, each $46.79 totalling $561.48 by Powerhouse Gym of Middlebury, ** with *** ******* ********* as their payment processing company. Numerous attempts were made to request a refund, initially with the Manager of the Gym, Rob and with *** ******* *********. The situation was perceived to be without issue, approving the requested resolution and that would only take the time of the banks and companies to process these. However, the true manager and/or owner, Andrew P. was rejecting the request for refund, as disclosed by *** ******* *********. I have never checked in nor stepped foot once in Powerhouse Gym of Middlebury, ** nor did I ever approve of the transactions. Unfortunately, I have never received an email or word from Andrew. This is BAD BUSINESS BEHAVIOR on behalf of Andrew P. I request and expect the full amount of $561.48 to be refunded immediately.

  Customer Answer

  Date: 10/05/2023

  Per **** public information:

  Possible business owner named Jonathan G. 
  
  Possible Manager Nicole

   

  Business Response

  Date: 11/08/2023

  This was refunded on 11/6/23 and member cancelled 

• Initial Complaint

  Date:05/30/2023

  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.

  I had found out I was moving and would be February 22, 2023 I had been in contact with the owner of powerhouse who takes care of cancellations. I described that I was moving and I was told by the front desk that with moving I would be able to cancel this. A girl named Sarah told me this with no further explanation as I signed up. It came time that I was moving unexpectedly and I contacted the owner where he asked for proof I later sent him proof of hiring from my airline that I work at now along with descriptions of saying that I don’t pay rent so I don’t have a bill with my name on it. I later sent my car leasing information where I just bought a new car here in *******. There has been no communication back or cancellation and I want a refund of the last two months that I’ve had to pay for. He has simply just ignored me and has yet to cancel my gym membership.

  Business Response

  Date: 06/07/2023

  Thanks for the information. We have contacted this member and resolved the issue with her.

• Initial Complaint

  Date:03/30/2023

  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.

  They bought out catalyst gym where I was month to month no contract. They double billed me. In October they reversed my payment and told me my membership was canceled. I later got billed again for $198 and have since been turned over to collections. I disputed with my bank and they fought the dispute saying I have no notice. When I spoke with Nicole today she sees the reversal when they took over and was going to sent to someone but did not have a turnaround time. I need a refund and the collection efforts to be removed from any credit agencies.

  Business Response

  Date: 04/17/2023

  Good afternoon, 

       we received a letter that a complaint was filed from ***** ***** against us (complaint ID ********). We have already rectified the situation. We refunded him and closed his account. I attached the invoice records for you to see. We had charged him $198.00 he charged it back. We didn't charge him again and we zeroed out his account balance after finding out what was going on with his membership. Thank you for your time.

• Initial Complaint

  Date:03/29/2023

  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.

  October 2022 to March 2023 unauthorized charges and rate increase from $15.62 a month to $42.53 a month. Total costs for six months $255.18 dollars. I was a member for several years of this gym location under another name. It was sold to ***Powerhouse gym. I was not notified of a change of ownership or notice of a price increase by mail or email. *** Powerhouse Gym began charging me the new increased monthly fee to a charge card on file without my permission or knowledge. I tried to resolve the problem with the manager. Was told there was nothing they could do about the charges and they could not credit my charge card because I did not contact them when the company was sold to ***Powerhouse Gym.

  Business Response

  Date: 06/07/2023

  Thanks for the email. We have reached out to the customer and will give them a refund on the extra charges since they did not use the gym during that period.

  Customer Answer

  Date: 06/08/2023

  I have not been contacted by them and have not been credited for the charges as of today’s date.