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Business Profile

Fitness Center

Catalyst Fitness

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Catalyst Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 5 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:02/12/2025

      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.
      I paid the due and past due amount on my account. I had stop going in November of 2024 they called me relentlessly I had planed on returning once I paid and cancelled they still called relentlessly on feb 12 I answered and was told I still owed them money even after I paid the 119 bal and cancelled my agreement. Michelle *** *** **** Cancellation of Agreement Information Agreement Number: **********   Reason for Cancelling: Unhappy With Facility Remaining Invoice Total $107.96 Date Invoice Type Total 11/05/2024 DUES $26.99 12/05/2024 DUES $26.99 01/05/2025 DUES $26.99 02/05/2025 DUES $26.99 Cancellation Fee: $0.00 due on Mar 04, 2025 Total Due To Cancel: $107.96 You will have access privileges to the club through: Mar 04, 2025 Please note you are requesting to cancel your Dues membership which includes all members listed on your agreement. This does not include any other memberships for additional services. Also, members with separate agreements will not be included in this cancellation request. Our mailing address is: Catalyst ****** *** ****** ***** ************ *** **** ***** Contact Us Phone Number: ***** ******** Email: **********************************

      Business Response

      Date: 02/17/2025

      Mr. ****'s account was in arrears since 11/05/24, per the attached payment history. His account was charged $119.47 on 1/9/25 to pay his past dues and late and service fees. The account was current from 1/9/25-2/4/25. Mr. ****'s account was still active and attempted to bill his monthly dues on 2/5/25. The card on file would not process and an error "invalid credit card" was returned. As a courtesy we have removed the outstanding dues and late and service fees for February totaling $55.99 and cancelled the account. 

    • Initial Complaint

      Date:01/28/2025

      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.
      3/1/2024 I made an account for my daughter and a separate account for myself at catalyst. 120.00 for a year for each of us. Let me start with the fact i did not get a copy of the agreement. But i was given a run down and a mini tour and told to make sure that i lock my sfuff up. Thhey are not responsible for lost and stolen property. I showed the guy my lock for the locker. eright away i put my stuff in the locker and my daughters and we keft our stuff there everday for the next almost 11 months. The last time i was there before today was January 17th, 2025 and my items were still there and i was able to use them. Today I go there and my lock is cut off and my stuff is gone. I go ask the staff about what happened to my stuff and she said she doesn't know nor does anyone at catalyst. I asked if all types of people are walking around with bolt cutters there and she said of course catalyst would have cut off your lock but there is no way to know what happened to the stuff. I asked to speak to a manager and she says there is no manager and there is no way to have my stuff back. Also there is no way to speak to anyone there that can help me. She also stated that there are signs all over the locker room stating you can not have you stuff in the locker for any days and that they cut the locks off every lockerwhen you leave your items overnight and it is posted all over the locker room. That there are signs and I should have read them. I had been leaving our stuff for almost 11 months. No one ever said anything to me. I canceled my membership with the lady. Which I was planning to do anyway as soon as my contract was up because I could use different benefits I do t get at this gym. So I was told I cannot have my items back under any circumstances. Also after I canceled our memberships I went to the locker room and took pictures and a video. The video is too large but there are only 2 signs in there. I sent pics of the 2 signs.

      Business Response

      Date: 02/17/2025

      Per the attached, company policy states that, Lockers are for day use only. A complete list of Policies and Procedures can be found at ******************************. Also attached as reference is a copy of Ms. ************* check in history that shows she has not checked into the club in 289 days. Items removed from lockers left overnight are put into the lost and found bin. Members are permitted to go through the bin to retrieve lost items. Unretrieved items are periodically donated to ********. Company policies were followed in this circumstance. 

    • Initial Complaint

      Date:11/08/2024

      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.
      My membership is supposed to be $24.99. My payment this month was due tomorrow 11/08. I checked this 2 days prior to today 11/07. I went online today to pay and somehow it now says that the payment due is $78.00. How is it that price when it was just $24.99 and it’s not due until tomorrow so it wasn’t late????? That is very deceptive and I will be canceling my membership and this gym won’t be getting another dime outta me. I went in to cancel and now I have to pay $100 to get out the contract plus the $78. I’m not paying it. And good luck garnishing my wages because I’ve been unemployed for months! :)

      Business Response

      Date: 11/08/2024

      Ms. ****** signed up for a membership agreement on 8/9/2024 per the terms of her contract she agreed to a 12-month contract and an annual club enhancement fee of $49 that was due on10/8/24. Please review a copy of the attached membership agreement to review the terms of the contract. Cancellation online and in club is available; however, the account must be in good standing and all outstanding dues must be paid before cancellation can be processed. Per the terms of the agreement, to cancel within the first 6th months there is a $100 cancellation fee, to cancel in months 7-12 there is a $50 cancellation fee. This account has not been in good standing since signing up for a membership. At this time Ms. ****** is responsible for paying the $49 club enhancement fee and $100 cancellation fee if she would like to cancel. As a courtesy, the $19.50 service fee and the $9.50 late fee have been waived.   

      Customer Answer

      Date: 11/12/2024

      I don’t agree with their reply because times are hard for everyone and I cannot afford to pay all that money to get my membership cancelled. I’ve been unemployed for months and no job is calling back, including that gym because I applied there too. They do not need my $178 to cancel it. That gym is packed every time I went so I know they aren’t hurting for money. They are greedy frauds and I’m not giving them my last bit of money to cancel a membership that I haven’t been using.

    • Initial Complaint

      Date:06/04/2024

      Type:Billing Issues
      Status:
      Unresolved
      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.
      My son is a minor, the policy at Catalyst is that if you under 18 you need a parent or adult to sign. My son signed up in February and tried to cancel his contract. He understood that it was $24 month however he was charged $43.99, $24.99 and $93.49. I spoke to the manager Alex and he said he would write a letter to corporate but has not responded. ****** is a minor and signing him up violated Catalysts own policies. I want to be refunded for all of the expenses.

      Business Response

      Date: 06/11/2024

      Per the attached membership agreement, the company policy is members under the age of 18 should not be charged for the annual club enhancement fee which is charged 60 days after the signing of the agreement. Attached is also a copy of ******' check in history that clearly shows that he used the membership, and it's benefits during the months of March and April. A refund in the amount of $49 was issued back to the credit card on file for this member on 6/5/24. The member is responsible for all other fees. As a courtesy the member was not charged the $100 cancellation fee that is required when a membership agreement is in terms which is also referenced in the attached membership agreement.  

      Customer Answer

      Date: 06/12/2024

      Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. *** only used the gym in the month of March. I do not understand the additional charges and do not see on the contract where they were outlined for someone who cancels. He thought he canceled online in early April. He therefore did not use the gym. Being a minor and not understanding contracts he did not know to also follow up in person. He was charged for the month of April and then an additional $93 in May. We have not received any credit. I feel that he should be given those monies back. I am ok with him paying for the ONE month he used it. Regards, ********* *******

    • Initial Complaint

      Date:06/04/2024

      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 was told my membership was cancelled but they continued to try to charge me. They told me a charge would be removed and it wasn’t. They tried to gaslight me on the phone saying my membership as adding “late fees” to try to intimidate me into paying a membership I had already cancelled. Had to get the bank involved

      Business Response

      Date: 06/11/2024

      The members' dues and club enhancement fee were drawn from the members account on 4/21/24, please see attached payment history. Per the attached notes, the member contacted the club and requested to cancel on 4/23/2024, the note states that cancel request was completed and the last pay date would be 5/21/24. Per the attached membership agreement cancellations require 30-day notice. The member attempted to dispute the 4/21/24 dues and the annual club enhancement fee with his bank after he was told he was responsible for his final dues and annual fee that would be drawn 5/21/24 on 4/23/24. While the account was in dispute the member was contacted several times in May and June regarding the past due balance per the attached notes as accounts must be current in order to cancel. On 5/30/24 a resolution from the bank posted back to the member's account acknowledging that the member was responsible for the charges. The member requested a second chargeback from his bank resulting in his account to continue to be in arrears. We would be willing to work with the member and clear out the $49 club enhancement fee charge. 

    • Initial Complaint

      Date:07/14/2023

      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.
      The business listed has very unethical practices in place and needs to be censured. I cancelled a month to month subscription more than 2 weeks from my automatic withdrawal and was told over the phone I would not be charged for the next month. I received the charge and apparently another month of membership which I did not use. The charge was for $15, and as such does not particularly concern me, however upon review of their contract they state that, and I am paraphrasing here as I do not have it in front of me, to ensure cancellation of the automatic withdrawal you need to provide 30 days notice. On a month to month subscription. How would I even have the information more than a month in advance of desiring to leave if I am paying on a month to month basis? Appropriate consideration for leaving an actual employed position is 2 weeks. Plus, guaranteed this is nothing more than a button click. This seems absurd and extremely unethical. On their contract they also request actual written medical documentation to cancel a contract without penalty and I am certainly no attorney but that cannot possibly be legal. Thank you for your time.

      Business Response

      Date: 07/14/2023

      The membership is currently cancelled Per the attached signed membership agreement, the member has agreed to following.Cancellation Procedure: Catalyst Fitness allows members in good standing to cancel their membership agreement online at Catalystfitnessbuffalo.com, in-person, or by written notice provided they meet the following requirements for each specific agreement type. 30 Day Cancellation Requirement All cancellation requests must be received thirty (30) days prior to your credit/debit card processing date. All plans and monthly memberships require a minimum of 30 days' notice prior to your next billing date to assure cancellation of automatic payments. Cancellation requests submitted within the 30-day billing cycle will result in a final payment drawn from your account on your established auto draft date. Once final payment has been drawn from your account, members will have 30 days from the last bill date to use the facilities. There will be no refund issued once a payment has been charged to your credit card. Mr. ***** came into the club 5/26/2023, his billing date in 5/28/23. Per the agreement a member must notify the club of the cancellation 30 days prior to the next billing date. The manager of the location reached out on 5/27/23, to make you aware of the 30-day cancellation notification and confirmed cancellation. At this time there is no refund available. 

    • Initial Complaint

      Date:06/29/2023

      Type:Product 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.
      On 04/25/23 I initiated pmnt for a 5 session training pkg. I discussed w/the trainer(Rebekah) only wanting the minimum pkg because I was unsure I would like the training sessions as I had never worked w/a personal trainer, it was also just for me to get a better understating of using machines and certain exercises. This is what was discussed w/ Rebekah. I had absolutely no desire to have a recurring pkg, that was never discussed, I didn't even know that was an option. The only thing I was told about the pkgs was that I could use the sessions at my discretion, meaning that If I wanted to use only one a month or all 5 in the same week I had that choice. When the plan for classes was agreed upon w/myself and Rebekah we went to the front counter to sign up and pay, and schedule my first session. A different employee by name of Alex signed me up. At no time do I recall him telling me I was signing up for recurring sessions @ $175/mo. My understanding was I was paying for the 5 class pkg and I could add more after completion if I chose, again, this is what I discussed w/the trainer. Signing anything at this gym is blind, there are no policies available on paper or posted anywhere for a customer to read prior. When I signed for my ******** card it was for the $175 one time payment and to add that card to my general acct for recurring billing for my monthly membership dues only as my previous card on file was no longer active. Never did I knowingly sign for recurring billing for training sessions. I have asked numerous times since being charged on 05/25/23(recurring charge) for a refund. I immediately called that day to inquire why I was charged, then asked for the recurring billing to be removed. I have been told by Amy(manager), every time I have spoken w/her (05/25, 06/03, 06/13) that a refund was supposedly requested but I have yet to receive it. I also have yet to receive a copy via email of the training policy and agreement that I have asked for multiple times.

      Business Response

      Date: 06/29/2023

      A refund in the amount of $175 was refunded back to the members credit card on file for the May 25, 2023 charge and recurring services have been terminated. A copy of the signed PT Agreement is attached for reference.

      Customer Answer

      Date: 07/05/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The consumer relayed to BBB that they have received the refund on Monday.   Regards,  ****** ******

    • Initial Complaint

      Date:05/30/2023

      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.
      Hello, I canceled my personal training and was assured the payment would not be processed. $275 came out of my bank account and services have not been rendered nor will I be using said services. Please help me get a refund. Thank you

      Business Response

      Date: 06/16/2023

      Per the attached Personal Training agreement that was signed and initialed by the member, cancellations must occur 10 days prior to the billing date. Per the attached membership account information the members billing date was 5/21/23 and the member requested to cancel on 5/23/23, 2 days after the billing date. The member has disputed the charge with her bank and the funds were retuned back to her account. There is nothing to refund at this time due to the bank charge back. 

    • Initial Complaint

      Date:05/03/2023

      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.
      I was just charged 126.47 for an account I believed to be deactivated. The gym contacted my father for some reason but not me and I was just charged for this account I was under the assumption of being deactivated. I would like a full refund as I never received any kind of contact about this charge. 

      Business Response

      Date: 05/23/2023

      Hi Kevin, Thank you for reaching out.  In response to the following complaint. **** has been a member since 2019, his account went into arrears in February 2023. At that time we received no notification from the member that he wished to cancel his account. Cancellations must be made via our internet portal or in person at the club. In order to cancel dues must be current. His card continued to be declined du to insufficient funds, our system continues to attempt to bill delinquent accounts. On May 3, 2023 the total amount in arrears was billed including late and service fees totaling $126.47. As a courtesy I have requested that the late and service fees and the annual club enhancement fee totaling $96.50 be refunded to that credit card that we have on file which will take 3-5 business days. His account has also been cancelled.  Please let me know if you need any additional information.  Thank you,  Heather D*********Accounting Manager Catalyst Fitness 

    • Initial Complaint

      Date:12/19/2022

      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 was a member at the Eggert location, but the account was closed in 2018. I left with no issue in 2018 and have not had any problems until last month. On 11/22/2022 there was a charge of $39.00. I called the gym and asked how this was possible, I haven't been a member for over 4 years. The manager said he was going to go to his office and call me back, but never did. On 12/12/2022 another charge was made for $43.45. I called again and spoke with a young man who was rude and said there has been no charges on my account since 2018. I told him that I could come in and show my bank account, he then directed me to call the Maple location. I called the maple location and they told me they did not see a charge also. They said they had a few complaints like this lately. I was told they were going to follow up with the bank, but they were not able to issue a refund. I have not heard from them and I still have not had a refund. I am uncomfortable that they have my card on file after all these years, and they can still make charges out of my account at any point.

      Business Response

      Date: 02/17/2023

      Hi Kevin, I apologize for the delay in getting back to you.  Catalyst Fitness acquired the *** *** ***** on Colvin on 11/18/2022. ********* ******** was a member of the *** *** *****. As of 11/18/2022 Catalyst assumed all billing for the *** *** *****, the charges are for her gym membership that is now owned by Catalyst Fitness. The merger of the computer system did not take place until the end of January so when she called Catalyst the person she spoke to was unable to see the charges as they did not have access to the *** accounts at that time. Had she called the *** or visited the location they would have been able to explain the charges. *********** membership with the *** is still active and she will continue to see charges for Catalyst Fitness.  Please let me know if you have any additional questions or if you need anything else.  Thank you,  Heather D********* Accounting Manager Catalyst Fitness ************ *** ***

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