We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Cookie Preferences

Many websites use cookies or similar tools to store information on your browser or device. We use cookies
on BBB websites to remember your preferences, improve website performance and enhance user experience, and
to recommend content we believe will be most relevant to you. Most cookies collect anonymous information
such as how users arrive at and use the website. Some cookies are necessary to allow the website to
function properly, but you may choose to not allow other types of cookies below.

Necessary Cookies

What are necessary cookies?
These cookies are necessary for the site to function and cannot be switched off in our systems. They are usually only set in response to actions made by you that amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not work. These cookies do not store any personally identifiable information.

Necessary Cookies must always be enabled

Functional Cookies

What are functional cookies?
These cookies enable the site to provide enhanced functionality and personalization. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, some or all of these services may not function properly.

Performance Cookies

What are performance cookies?
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.

Marketing Cookies

What are marketing cookies?
These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant content on other sites. They do not store personal information directly, but are based on uniquely identifying your browser or device. If you do not allow these cookies, you will experience less targeted advertising.
Resources for Businesses

My Home Location

Columbus, OH, USA

My BBB

BBB of Central Ohio
Share
Business Profile

Fitness Center

Las Vegas Athletic Club

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

This profile includes complaints for Las Vegas Athletic Club's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Las Vegas Athletic Club has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 79 total complaints in the last 3 years.
    • 26 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/21/2024

      Type:Order 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.
      LVAC is an unethical business trying to charge customers for service they didnt use and refusing to let you cancel your membership unless you pay them for services not used. This is illegal and blatant fraud, I will not pay for services I did not use.

      Business Response

      Date: 12/04/2024

      Please see attached documents. 

      Customer Answer

      Date: 12/04/2024

       
      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,

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

    • Initial Complaint

      Date:11/20/2024

      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.
      Ive tried getting help from the corporate office due to an auto pay issue that the location couldnt help with I tried changing it online and over the phone and no one could fix it I finally found a corporate number and the person hung up on me when I tried to get help with being overcharged I started a membership on 9/26/24 and paid $20 per account myself and my wife so upfront paid $40 then on 11/13/24 paid $45 per account so $90 due to an email received about a payment due then today 11/20/24 received another email stating a payment of $25 per account was due which I paid a total of $50 so so far to date Ive paid $180 for 2 months at a gym that was only signed up for $15 er account a month which equals $30 a month for 2 people total now there asking for another $50 per person so a total of $100 more for a membership fee thats yearly but that will be a total of $280 Ive paid for only 2 months at a gym which I didnt agree to Ive called spoken to a *** at the lvac staff named fern which transferred me to the payment number that stated the number couldnt be reached I called 3 times to the actual gym they transferred me and it hung up then I attempted to call myself and the call keeps failing doesnt let me update auto pay online myself and no one at the gym could change my auto pay after calling corporate they hung up on me when I asked for a supervisor I have screen shots of all payments made as well as invoices online account and phone called made

      Business Response

      Date: 12/04/2024

      Please see attached documents.

      Customer Answer

      Date: 12/04/2024

       
      Complaint: 22583240

      I am rejecting this response because:
      I had to cancel the membership completely for them to do anything on the account I left multiple messages for **** to call me back to update my payment method no one at the location could do so I attempted to call every month to fix my auto pay and no one could get it done 
      Sincerely,

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

      Business Response

      Date: 12/05/2024

      Please see attached documents. 

    • Initial Complaint

      Date:11/04/2024

      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.
      Las Vegas Athletic Center is refusing to let me out of my contract but the pools have been closed there for months and that was my main purpose for utilizing their facility. They were ordered to shut down their pools and do not have a definitive date on when the pools will open back up. I would like to get out of my membership without having to pay hundreds of dollars in contract fees when I cant use their services any longer

      Business Response

      Date: 11/12/2024

      Please see attached documents. 

      Customer Answer

      Date: 11/12/2024

       
      Complaint: 22512128

      While I understand the terms of the contract. LVAC is not holding up their end of the contract by having their pool facilities closed for the past couple of months. The contract states that Wet areas should be available for use which includes the pool. The main reason for me signing up for the gym was to be able to swim in the pool. Now I am paying for something where not all conditions of the contract is being held up which is why I would like a cancelation of my membership without any penalties. Had LVAC not closed their pool for months and not plan on opening up the pool for another few months I would not have a reason for wanting my membership canceled 

      Sincerely,

      *** *****

      Business Response

      Date: 12/04/2024

      Please see attached documents. 

    • Initial Complaint

      Date:09/25/2024

      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.
      LVAC continues to deny my ability to cancel my membership. They refuse to assist in person and when you call the billing number, you will never speak to anyone. You could wait days and they won't answer. It's a complete scam. I've tried dozens of times to cancel and it's impossible, no matter how many hours you're willing to hold. I still have never been transferred to an employee to speak to them.

      Business Response

      Date: 10/09/2024

      Please see attached documents. 

      Customer Answer

      Date: 10/09/2024

       
      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.

      It's disappointing that there's no customer service at ********************** to provide this information upon request. I physically requested this information twice at two different locations and called 10+ times, often waiting over an hour on the phone before being hung up on.  Do better.  Improve your non-existent customer service.  


      Sincerely,

      **** *******

    • Initial Complaint

      Date:09/04/2024

      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.
      On 8/9/24 I purchased a month-to-month gym membership here for the express purpose of using their pool. I had no intention of using their other equipment, although I know that is a part of the package. On 8/21/24, LVAC emailed all its members that the pool had closed down indefinitely. I called corporate several times asking for consideration to cancel my membership and remove my annual fee considering that I barely used the pool for 2 weeks before closing. There was no consideration. They offered a product and that product is no longer available, and I would like the $49.99 membership fee and the $15 monthly fee refunded since the pool closed 8/21, not even two weeks after I signed up.

    • Initial Complaint

      Date:09/03/2024

      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.
      6/12/24 entered membership with LVAC. I specifically went for the use of the pool. I inquired because other gyms in the area have closed their pools and asked if they would be doing the same. I was promised that this gym didn't care or follow the rules of the city (the employee specifically used the example that they didn't enforce masks during covid) and guaranteed me use of the pool. The pool is no longer open in any facility. I've called multiple times and have sent many emails regarding either a pause in membership, a complete refund or even partial refund. I've offered many different solutions to this problem and have been met with them either ignoring my calls/emails or giving me no assistance whatsoever. I've tried talking to multiple gyms in person and am told to call the number that they won't answer.

      Business Response

      Date: 09/26/2024

      Please see attached documents. 

      Customer Answer

      Date: 09/30/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that although I should not have had to go through this process I appreciate the effort. I do believe that at this point, a full refund would be the best customer service. I am still willing to even do a partial refund and pro rate the few months of membership that the pool was open. That would be best case scenario for me but so far thank you for at least being willing to put a 6 month freeze on the membership. 

      Sincerely,

      ******* ****

    • Initial Complaint

      Date:08/23/2024

      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.
      Due to Nevada Health Laws, LVAC temporarily closed their pools with no notice. I am a member and I have bad knees, so I ONLY use the exercise pool. I understand the situation is temporary but there is no established timeline. I went to my official location on August 22, at 4:30 to inquire and cancel if needed. They indicated that I needed to call the corporate offices for cancellation. I called once I got home and by 5:15 they'd closed for the day.I called their office again on the 23rd at 9:06 AM and asked if they would charge the Sep 22 monthly fee If I canceled today and they said yes, I asked if I would have to re-pay the annual $45 fee if I re-stated after the pools reopened, they said yes. As this is all happening because LVAC closed the pools, a substantial change of service on their end, which could be a breach of contract. they should at the very least waive the annual renewal fee upon se-signing and the September fee, but minimally, they should waive the renewal annual fee. I asked to speak to a manager and the call staff who had just spoken to one said there was no manager, or supervisor available at all on the call line, that they had left and there was no supervision. The timing of this ON the day I would have to cancel in order to waive the Sep 22 fee is unfortunate but creates unfairness. The fact that supervision is available to confirm that fees will NOT be waived, but unavailable to discuss that with a client leaving customer-facing staff unsupervised is suspicious at the least and unprofessional at any level (taking a number and indicating the manager will return the call is preferred.I completely understand this is a temporary situation, but there is NO timeline, and it is due solely to actions on the part of LVAC, but their response has been unprofessional and disapointing.

    • Initial Complaint

      Date:08/17/2024

      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.
      ILLEGALLY PULLED MONEY FROM MY ACCOUNT!!!! I CALLED IN MAY TO CANCEL DUE TO MOVING AND THEY STILL ARE PULLING MY ACCOUNT!!!!

    • Initial Complaint

      Date:08/06/2024

      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 cancelled my membership when I relocated to ** from ** and accidentally forgot to cancel my sons s so was contacted by them via letter they were going to sent his account to collections. So I paid the $120 balance on 1/2/24 but they they purposely sent the account to the credit bureaus affecting his out standing credit.

    • Initial Complaint

      Date:07/22/2024

      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 am writing to formally lodge a complaint regarding my experience with LVAC, specifically concerning the handling of my membership cancellation and subsequent charges. On July 22, 2024, I initiated final payment for my family membership via phone call, after numerous unsuccessful attempts to contact or resolve my complaint LVAC through various prior phone calls and emails.Despite clearly communicating via phone and email that I intended to cancel my membership and pay any outstanding dues on the agreed-upon date, I encountered significant difficulties in reaching LVAC. The administrative office, where I physically went to address the issue, did not provide a satisfactory resolution. The lady would only talk to me on the phone and hung up the phone at the front desk after I said what my visit was about cancellation. The details of my complaint are as follows:* Amount Final Paid: $294.67. 26 months of paying $102.* Commitment by LVAC: LVAC committed to canceling my family membership and allowing payment on a specified date.* Nature of Dispute: LVAC charged me a fee despite my explicit communication about cancellation and payment terms. Additionally, their lack of responsiveness and failure to address my concerns in person or over the phone further exacerbated the issue.* Efforts to Resolve: I made multiple attempts to contact LVAC via phone calls and emails. I also visited their administrative office seeking resolution, all of which proved futile. I have no receipt to upload because they said it will take 24 hours for them to produce a receipt for me paying the final payment with added fees to cancel. I can provide this receipt if I receive this very shady business practices.

    Las Vegas Athletic Club is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.