Business Profile

Fitness Center

Las Vegas Athletic Club

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

79 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

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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:05/28/2024
Type:Billing Issues
Status:
UnresolvedMore 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.
The business refuses to acknowledge that during COV19 the gym was shut down and unusable. Memberships ceased. Then auto billing started without warning. As someone who is immune compromised living with a family member with Cancer I let the gym know, I would not be returning. LVAC continued to rack up bills for membership despite the fact that the state was closed down because of COV19. I am in collections for $890 with ************* now. They keep selling my debt to any collection agency who will take it. I did NOT use my membership. I recently spoke with billing and was told I had no choice but to pay for a year I never used during COV19. I was told this happened to many people. This is deceptive billing and I have made complaints with several agencies my next step is to contact an attorney. I was recently offered to re sign up for 3 years for 300 and LVAC would release the debt. I would not sign up with LVAC again if my life depended on it. I was a premier member for over a decade and I am so dissatisfied with the unjust system of taking advantage of consumers.
Business Response
Date: 06/25/2024
Please see attached documents.
Customer Answer
Date: 06/25/2024

Complaint: 21766132

I am rejecting this response because: the gym closed down for over 30 days. my billing was haulted as I requested I placed a freeze on my account then suddenly years later I have collections I NEVER used the gym this was during COVID this is absurd I am going to start a class action lawsuit if this is not resolved immediately I was a premier member for a decade with my son unbelievable worst customer service ever

Sincerely,

********************************************
Business Response
Date: 07/25/2024
Please see attached documents.
Customer Answer
Date: 07/25/2024

Complaint: 21766132

I am rejecting this response because: First of all I do not see a response from LVAC. I was offered by the gym to re-join for 3 years for $350.00 and they would wipe out the collections, and another time $650.00 to settle. I don't want to re-join LVAC after this experience. This is the only negative item on my credit. The same thing happened to another family member of mine, and LVAC billing is known for being deceptive and they don't respond or help you in a situation after they said they would. As I was a member for 10 years without issue and paid my bills, I don't understand why LVAC is trying to bill me for unused gym time during COV-19 when they shut down. This does not seem fair or reasonable. For the reasons stated above, I am rejecting any response from LVAC, besides a removal from my credit for unfair billing practices.

Sincerely,

********************************************
Initial Complaint
Date:05/24/2024
Type:Billing Issues
Status:
ResolvedMore 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.
When I signed with this business I told them I am here on short period of time and they said you can always cancel it. On January of 2024, I emailed them and told them I would like to cancel and sent them two forms to prove of my relocation. I sent them my drivers license and my house insurance paper. They call me and said that neither one is good. Your drivers license is what you signed with it had to be updated. I am not willing to go to the Secretary of State and waist my valuable time to update my license. I also sent them my power bill. Since then they have been charging me monthly. I just called them and told them the same things now they say the documents have been excepted but I have to pay the unpaid bill and $50 cancellation fee.. I am willing to pay the cancellation fee but not the unpaid amount because every month they had called me and said I owe them. Now I think this is their tactic to make money otherwise if my documents were excepted why didnt they tell me before. I am not satisfied and very frustrated with this company. I hope you can help me. They either keep calling me or sending me letters to my sons address. I really need this to be over with. I am willing to pay the $50 cancellation fee and that is it. Thank you *********************
Customer Answer
Date: 06/19/2024
Hello
just wanted to let you know that they are still sending me bills. This company is a very desperate company and the reason they are not answering is to accumulate the money.
Business Response
Date: 06/20/2024
Please see attached documents.
Customer Answer
Date: 06/22/2024
Thank you for helping me to take care of this matter. I am going to except the $80.00 and close this matter.
thanks again

Customer Answer
Date: 06/24/2024

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.
Thank you for helping me to take care of this matter. I am going to except the $80.00 and close this matter.
thanks again

Sincerely,

*********************
Initial Complaint
Date:05/08/2024
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 got a subscription to LVAC and they had me sign a contract. Seven months later, I have been accepted to ************************* and no longer want my subscription. I call and they say talk to someone in the establishment. I go to the establishment and the manager says that they cant cancel my subscription because of the contract that they no longer use. I cant pay for it because Im out of a job and going into college debt and they call me every single workday. Its getting to be too much. They say I owe them 70 dollars or so but I havent used the gym since they said I couldnt cancel my subscription. Its not right what they are taking from people while not making the terms of the contracts apparent. Also if they have submitted it to a collection agency I would like my credit report fixed.
Business Response
Date: 05/20/2024
Please see attached documents.
Initial Complaint
Date:05/06/2024
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 told the front desk I changed my card. The worker said I had u til may 6 to make the changes and now they are saying I owe $47 in fees dont return card fee!! I tried changing card and was told I had time to do so as I waited for it to come in mail! Im not paying that late fee as I was told may 6!
Business Response
Date: 05/20/2024
Please see attached document.
Initial Complaint
Date:05/01/2024
Type:Billing Issues
Status:
ResolvedMore 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.
LVAC refused to take updated billing information after a Debit card Expired. Called and spoke with someone at their corporate office and was told there was no way I could pay them, and fees would be added to the account because I didn't pay them. I called the same day they ran the card, the same day payment was due to them. I ended up making a payment through their web portal that was successful. I am sending this complaint as they are still threatening to place additional fines on my account. Even though they refused payment information, and I successfully made an online payment the same day.
Business Response
Date: 05/13/2024
Please see attached documents.
Customer Answer
Date: 05/13/2024

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:04/18/2024
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 HAVE PROVIDED DOCUMENTS TO PROVE PERMANENT DISABILITY TO CANCEL MY MEMBERSHIP WITH LVAC AND THEY NOW WANT MY PRIMARY PHYSICIAN TO MAKE A STATEMENT ABOUT MY DISABILITY WHICH HE WAS NOT INVOLVED WITH. THEY ARE NOT FOLLOWING THEIR OWN RULES FOR CANCELLATION.
Business Response
Date: 04/25/2024
Please see attached documents.
Initial Complaint
Date:04/18/2024
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.
Initially got the Premier membership ($25) last year at LVAC Gym, December 2022 under a 2-year contract. I was told when signing up that with this membership I could take a guest with me, if they were underage I just had to be 18 to sign for them. Now im being told I have to be 21 to sign for my guest after a year of using the service without any issues. For a year I was told by numerous employees at this location that 18 was the age to sign for guests according to policy. Due to the large change I havent been able to use my membership accordingly and have tried calling to see if I can find a solution. When I talked to the corporate office on ******** I was told that the age to sign has always been 21 according to insurance policy and that the employees at my local location werent paying attention. When I asked to see the written policy, either on the contract I signed or the membership guidelines, they told me its not written anywhere on the contract or membership website, it is simply enforced by each location because those are the rules. I went to another LVAC location than the one I usually go to and they told me 18 or older I could sign for my guest so it seems like it isnt a consistent policy that isnt even on paper. Again, before signing the contract I was told id be able to sign for my guest as long as I was 18 so I was sold a service im now not being able to use.
Business Response
Date: 04/29/2024
Please see attached documents.
Initial Complaint
Date:04/04/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
LVAC on north Decatur does not have a life guard on duty in its pool facilities. ****** state law dictates one must be provided if a direct/indirect fee is charged for the use of their pool. In late feb. 2024 an elderly lady drowned according to my ****** search to find out why their pool was closed for so long. Over half of the LVAC members who use the pool are elderly and or present with serious and obvious disabilities. Despite our email and phone communications with LVAC (*****), only my 100%disabled American vet husband is allowed to cancel his membership with LVAC in light of his disability. If I am to cancel my membership I must pay upwards of 345 dollars to do so. I explained I am my husbands caregiver but that was considered an irrelevant reason to cancel the contract without penalty. I explained LVAC needed a lifeguard to which I was thanked for my feedback and suggestion. I did explain ****** law regarding pools. Still, in order to cancel my portion of the LVAC contract I must pay upwards of 345. I explained they were in breach of contract because their pool was closed for over 45 days indefinitely and that the only reason we signed the contracts to begin with was to use the pool due to my husbands disability and my job as recognized by the VA as his caregiver. She offered a mere one months discount for us both totaling $50 yet, the pool is closed over 45 days and for indefinitely. Also, due to my husbands serious medical conditions weekly exercise is necessary but due to LVACs breach of contract, impossible! His health has there for suffered a major set back and continues to decline. All we ask is for a cancellation of our contracts so we can free up the funds necessary to find a safe and legally compliant alternative to LVAC! If we are to pay the fees to cancel we will not be able to financially afford a gym membership elsewhere for months because we must replenish our savings first at my husbands discretion! *************************************
Customer Answer
Date: 04/04/2024
The text of the email I sent to ****************************************** is as follows:
Hi,

Please be advised that your company, LVAC, (********* Vegas facility located on ************.), is in breach of our membership contract. Please allow me to explain.

My husband and I, (membership numbers ********/******************************* and ********/*******************************), are currently under a contract to pay for our membership dues in exchange for the services your gym facilities provide as offered and warranted in our membership contract. One of those services, (the pool), which we specifically signed up for in the specified location of your facility on Decatur is no longer provided indefinitely. We understand that the pool is currently under repairs and has been under repairs now for over two months. In that time frame, my husband and I have dutifully paid our membership dues.

We did call the facility on 4/2/2024 to request a cancellation of our membership and was offered the use of facilities elsewhere that are part of the LVAC group. We decline the use of facilities outside our specified membership location due to the time and cost restraints involved in traveling that distance, (a ten mile ************ congested traffic). After declining the offer on the aforementioned grounds, the employee declined to cancel our membership on account that the pool is under repairs, (again for over two months now), and the contract can not be cancelled under the circumstances. We understand your policies are important to your company to help ensure your companys profitability. We also understand that a breach of contract on your companys part as described above is grounds in contract law for a termination of that breached contract, nonetheless. We are hoping to resolve this issue outside of court with this email to save us all some time, money, and dignity of a ****** learned, one way or another as taught by only a judge could in this case.

Please, kindly cancel our membership effective 5/2/2024. We have already paid for this months services that we obviously cant use however, please feel free to keep that fee paid in consideration of your kindness and understanding. My husband and I need to immediately seek services elsewhere in our vicinity for our physical and mental health in light of my husbands Disability and designation as a 100%Disabled American Veteran. Thank you in advance for your time and attention! Please feel free to contact me with any questions you may have via email. We look forward to hearing from you soon! Have a kind day!

Sincerely,

******************************* and *******************************
Business Response
Date: 04/17/2024
Please see attached document.
Customer Answer
Date: 04/17/2024

Better Business Bureau:

I have NOT reviewed the response made by the business in reference to complaint ID ********, and DO find that this resolution is satisfactory to me because I received a phone call from the business, ***** who stated that the pool is open and that one months' worth of membership fees will be waived, (specifically May 2024 fees), for my husband and I. My husband insisted on keeping the memberships we have because he is in desperate need of physical activity and does not want to have to go through all the trouble we are facing now with the business before seeking services elsewhere. However, I did ask if they have a lifeguard on duty to which the answer was no. And frankly, that is irresponsible considering the manner of business being engaged and the clientele so I will be forced to accompany my husband who is disabled when he uses the pool given my background in CPR/First Aid and Lifeguarding. I strongly recommend the business ensure at the minimum that all their employees are CPR/First Aid Certified and conduct walk throughs of the pool area every ten minutes. Until then, our fingers are crossed regardless of whether or not the pool closed as a result of a drowning or not. Safety and community first.

Sincerely,

*****************************
Initial Complaint
Date:03/09/2024
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 am writing to file a formal complaint against the Las Vegas Athletic Club (LVAC) regarding the handling of my membership account, with the account number ********. My name is *******************************.The crux of my complaint revolves around the severe emotional distress caused by LVAC's inconsistent and unjust practices regarding my membership status. My account was placed on hold pursuant to an agreement between LVAC and GymPass, with whom I have an active account. This arrangement was made in good faith to facilitate my access to LVAC facilities through my GymPass membership.However, despite this agreement, LVAC has repeatedly acted in a manner that is both negligent and financially burdensome. On multiple occasions, LVAC has unilaterally reactivated my frozen account without my consent, subsequently initiating billing processes and sending invoices for services that I have not availed.This erratic behavior has not only resulted in undue financial strain but has also necessitated the intervention of legal counsel. LVAC's unjustified attempts to bill me for services I have not utilized have led to the involvement of collection agencies, forcing me to expend both time and resources to rectify the situation.Moreover, the inconsistency in LVAC's actions has created a considerable amount of stress and anxiety, adversely affecting my overall well-being. It is unacceptable that a reputable establishment like LVAC would engage in such practices, causing undue hardship to its members.Furthermore, I recently received an invoice from LVAC in the amount of $115 one more time as often, despite the fact that my membership should be on hold as per the agreement with GymPass. This further exemplifies LVAC's disregard for its contractual obligations and its members' rights.
Business Response
Date: 03/12/2024
Please see attached document.
Customer Answer
Date: 03/12/2024

Complaint: 21406298

I am rejecting this response because:
I just want to make sure the account for ****** Vitos ****** attached and opened with my account was also addressed and permanently canceled and my account.

Sincerely,

*******************************
Initial Complaint
Date:03/07/2024
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 signed with this gym by the end of January. The seller offered me a program that promised me no contracts and sign out any time I want all for $15 a month. I turned out having fees after fees, membership fee no membership fee declining fee late fee, annual membership fee. Any of this was described when I signed up. Besides the fact that i cant afford any of this. I called asking for a cancelation and they told me they won't until I pay all this fee and they are gonna keep charging me if I don't pay and then send me to collections. What about no contracts and I can get our any time I want? I want the annual membership charge back, since I don't wanna be member of this scam, and also I want the cancelation of my account. Thank you.
Customer Answer
Date: 03/07/2024
I just got a call telling me that they will cancel my membership, but no refund. So they took, besides $25 for ******* and $25 for February, $19 fee for signing up without a contract and now $49.99 annually fee for not having a membership. And canceled my *not contract* after a little more than a month, but they won't give me any money back. So they are charging me a $49 annual membership for a membership that they have canceled. I want my $49.99 back.
Business Response
Date: 03/21/2024
Please see attached documents.

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Las Vegas Athletic Club is NOT a BBB Accredited Business.