ComplaintsforVilla Sport Athletic Club & Spa

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Villa Sport is a fitness club, I requested my membership to be canceled in June of 2023. The club continues to charge me monthly $307.00. I have had multiple attempts to rectify this. I was just told this morning by the Corporate Concierge that they have contacted the local club many times trying to get this resolved and are not getting a response. In reviewing online reviews I'm not the only one, they have charged may people after they canceled their account. This is illegal.

  Business response

  01/15/2024

  Hi *****,  I have record of you putting your membership of freeze from July to October.  You came off freeze on October 1 and were billed dues in Oct, Nov and Dec of $307 per month for a total of $921.  Your January billing did not go through. There is no record of you sending a certified letter to cancel or filling out a cancelation form in the club. If you did come cancel, please let me know the date this occurred so that I will try to verify. Thank you.    

  Customer response

  01/15/2024

   
  Complaint: 21097009
  
  I am rejecting this response because:

  I initially tried to cancel my membership in person in at the end May of 2023.  When I told the front desk that I needed to cancel my membership they told me the person that handles that was not in and I would need to email them, they gave me the ************************************************************* to send my cancel request to.  I emailed on May 31st that I was leaving the country and wanted my account terminated, I have this.  I communicated with the club on multiple  occasions since this to cancel my account, even talking with the caproate office which informed me that they had been trying to get in touch with the club to have them cancel it but were getting no response.   

  Villa Sport needs to refund me all amounts they charged me since June of 2023. 
  
  Sincerely,
  
  *************************

  Business response

  02/01/2024

  I have been in contact with our billing department and they have agreed, as a customer service gesture, to refund dues from the end of the members freeze in October.  Unfortunately, I am unable to find anything near the member's claim of $1800 and i do not know why that is the amount asked for. We hope this concludes the matter. 

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 5 I was charged $83.80 for the last VillaSport prorated fee. I gave them more than a months notice that my membership would end as required. I originally said I wanted to freeze my membership for $15 per month, but changed my mind and canceled instead which they said I could do. They charged me a cancellation fee of $50 plus the freeze fee of $15. When I called to get reimbursed for the freeze fee I had a hard time getting through to them after many attempts so I actually went there. ****** told me Id get a $15 refund and I still havent gotten it. I have called at least 15 times over the last 2 months and ******* boss ******** assured me Id get the credit on my account within a few days a week ago. Im SO tired of wasting my time. I know its only $15 but its not right. I wonder how many other people they are ripping off. Im so tired of it! I want my money back. They should reimburse me for all of the wasted time. Not happy!!!

  Business response

  11/28/2023

  We apologize for any miscommunication. The billing department assures us at the club that they have reached out to you on multiple occasions via phone and left voicemails.  These voicemails explain that you were not charged a freeze fee only cancelation fee, prorated dues and charge to account charges. There is no refund owed. 

  Customer response

  11/28/2023

   
  Complaint: 20855738
  
  I am rejecting this response because Ive been told by 3 of your employees that I am correct. See the attached transcription of a message left to me on September 5. Also, ****** and ******** confirmed this. ******** told me twice that they were processing my refund.  When I received the most recent voice mail on November 15 regarding the fact that I was not due a refund, I called the number twice to discuss it, left voicemail messages and no one ever returned my calls. I immediately would like a detailed accounting of your records. Its impossible to speak with anyone and this should not have dragged out as long as it did regardless of the outcome. **************** is the reason I am no longer a member there. Im awaiting your response. 
  
  Sincerely,
  
  *****************

  Business response

  12/17/2023

  Even though we have explained that no refund is due, I have asked the accounting team to provide a $15 refund as requested by ************* as a gesture of customer service provided by our club.   

  Customer response

  12/20/2023

  I will be satisfied when I see the credit in my account. It still is not there. Well see!  They kept telling me they were crediting me before but never did.  Thank you. 
  610628156B901

  Customer response

  12/27/2023

  This was finally resolved, but it never would have been without BBB assistance. I dont know how they can say they didnt owe me that money because 2 of their employees confirmed they did.  Thank you for your help!

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed both my kids (5 and 9) up for the summer camp here. It was about $2500 per child. The brochure boasts all kinds of themed activities for each week. It was a disaster at best. Looked like mostly a handful of teen boys who had never interacted with children before running the place. So disorganized. My 5 year old was typically not greeted hello and just quickly shuffled into a giant gym area with 1 or 2 adults supervising at least 25 kids. Often times my 9 year old would over hear the counselors cursing around the kids and laughing and watching their phones. My 5 year old did not do well there as he was often not supervised. The director of the camp threatened my 5 year old that if he wasnt a better listener than he would be made to clean the whole gym from floor to ceiling and scrub all the walls. When k approached him about this and if it was typical to threaten punishment he said well I was hoping it wouldnt get to that, but I just wanted to scare him into being better. My 9 year old over heard the counselors talking about his 5 year old brother and saying he should be spanked more. This whole camp was so toxic. They didnt do any of the listed activities in the brochure. Just played uno, colored pictures and occasionally got bouncy houses. My 5 year old was kicked out of the camp. It was very clear that the staff did not like me or my kids and we were treated HORRIBLY. I was told the remaining weeks would be refunded for my kids. Then I was told only my 5 year olds would be refunded. Then after weeks and weeks of waiting and exposing that Im a single mom and cannot just be out that much money they decided to just credit money to my account. I dont plan on ever going to a place where my kids were borderline abused. They dodge my emails, tell me its my childrens fault on the phone. I never get responses. Ultimately I went in debt because of this and just want my refund for remaining weeks. AWFUL MANAGEMENT. MONEY HUNGRY COMPANY. Dont trust them.

  Business response

  10/18/2023

  We always strive to ensure an exceptional experience for all the children attending our camp. However, there are instances where a child and our camp may not be the best match. In your case, when the decision was made to remove your youngest child from camp, we made an exception to our standard policy by issuing a refund for all unattended weeks, despite our general no-camp-refund policy.
  Throughout our interactions and considering the overall experience of your family, we made another exception to our policy. We offered, and you accepted, a credit to your VillaSport account for your oldest son. This was done to ensure that your oldest son would not attend camp without his brother, even though he was always welcome to do so. It's important to note that you still have an active membership at the club, and your credit is being applied to your dues.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed up for membership with Villa Sport at the end of July 2023. During this time they were going through a website update or change of system. Villa Sport lost our account information for banking. We checked in with the office at Villa and they said everything was ok and no issue. Several days go by and we at that point thought our account was on hold. We emailed corporate and they are very delayed in getting back with their customers. So we didnt hear back for weeks. At that point we called the store again and emailed someone there asking to cancel now. We have only been to the gym 3 times since signing up and feel this is just too much of a hassle. The location doesnt have a customer service person for assistance and not once did corporate say to go in to cancel. We asked to cancel back in early August. Ive emailed the gm and they have not responded back regarding this. I can provide emails trying to get this resolved.

  Business response

  10/10/2023

  On the Club's end this has been closed.  Every payment except the initial investment bounced. The membership was canceled, the early termination fee was waived and we recorded it as no balance owed.  I do not know what else is required. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I terminated my membership with VillaSport and transferred primary and payment responsibility to another member on the account June 2023 while on an account freeze. All of which can be seen in VillaSport records. Since then I have been charged unauthorized amounts for a membership I do not have. July 14 I was charged $217 and July 17 I was charged $336.97. I am seeking a refund in the full amount of $553.97 and for my account to be removed from billing services. I have contacted their general manager as well as their concierge service with no response since I was directed to by their member services manager as he was unable to even figure out why I was billed let alone these dollar amounts.

  Business response

  07/20/2023

  *******, We spoke on the telephone today and I know the concierge/billing team has also been in contact with you and Kara.  I am under the impression that this has been concluded. We are always here to serve our members and apologize for the confusion that resulted. 

• Initial Complaint

  06/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined Villa Sport on March 30, 2023. When I joined, I was given a $75 gift card, which I put towards 8 Personal Training Sessions that was offered at $474 for the first month of new membership (purchased towards the end of April for $399 with gift card). I also had a facial and massage that were offered on special in May for Mother's Day for $147 (I added a $30 tip for each, totalling $207 for those services). Those charges with my membership charge should've been $744. On May 25th, I received several different emails from the gym (as I often do). One was for my $399 Personal Training package, and then there was another one for $474 for Personal Training (I only purchased the one using my $75 gift card). There was another email saying to please disregard the one for $474.On June 8th Villa Sport took $1011 out of my checking account. That is almost a $300 discrepancy! I went and spoke with the new gym manager, ***** on that day, and he wasn't of much help. He told me he had my contact info, and would get back to me after he dug into it. I came back to check with him two days later, and was given the same run around. I spoke with him two more times, and was given the same story. He has never reached out to me, I have had to ask for him when at the gym. Nobody returned phone calls. I called last Friday, and spoke with ***** in one of the ***** gyms. She said there was a request put in on May 25th (when I received the email to disregard), and she wasn't sure why the charge was yet to be reversed, and she could see it was approved for it. So, I went back in and spoke with ***** again yesterday, and same go around, except this time he said as soon as his manager was off the phone, he'd get it done. Nothing has been done. It's been almost a month. This is unacceptable. This could really mess up a person's checking account. While I love the gym, its classes and amenities, I'm highly dissatisfied with the lack of urgency it shows in making things right for its members.

  Business response

  07/02/2023

   

  Hello *****, Our records show that your refund was processed on 6/30.  I apologize for the delay.  I have sent an email to our concierge department to see why there was a delay and to confirm the refund was processed. My email is **************************************************** if you need anything. 

   

  Customer response

  07/18/2023

   
  Complaint: 20251594
  
  I am rejecting this response because: On Friday, June 30th a couple of days after filing this complaint, I once again went to speak with *****. This time he told me "Sorry, it doesn't look like you're going to be getting any money back." During one of my previous approaches to the matter with him, he said, "And how much are you expecting to get back again?" (While looking at me in a condescending manner). He told me I wasn't going to get any money back, after the fact of my speaking with ***** (so?) from *****. I was livid. I shared this with my Personal Trainer, ******, and she was very apologetic, and for the master addressed. Within an hour of my complaining to her via text, I rexeived an email from the gym with a -$474, and another -$75. There was no refund made to my checking account, and no money was taken from my account in July (thus far). No manager has ever reached out to me about this. Am I not getting a refund, and just not getting any charges for a few months? I'm very disappointed with the way this has been handled. ***** especially was nothing but awful. He never reached out to me, even though he said he had my contact information, and would be in touch. 

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

  Business response

  08/14/2023

  Just to Clarify, the member spoke to the front desk supervisor, not ***** the General Manager.  Once it was raised to my attention, I contacted the billing supervisor, and he was able to call the member and explain all the charges. The report was that she is now satisfied with the explanation. 

• Initial Complaint

  05/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Villa sport withdew $5000 from my checking account without any notification. I've been trying to resolve this with their staff and getting no where. I've left messages for their GM, *************************** and have not had any follow thru. The transaction has caused my account to be negative balance resulting in financial distress.

  Customer response

  05/10/2023

  Hello,
  
  Compaint ID: ******** has been resolved by the business.
  
  
  thanks
  
  
  
  
  Gemo 

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 12, 2023, I sent an email to 4 managers at the Beaverton Villasport regarding some issues with the club but did not receive a response:Hello,The last two times I visited the Beaverton Villasport there have been some disappointing issues occurring with club maintenance. Usually, when there is an issue and the front desk is contacted, the issue is usually corrected within a few minutes. However, on Friday, this did not happen. When I arrived at the club at approximately 6 AM, I noticed the roll of plastic bags for wet swimsuits was empty so I contacted the front desk and they said they would work on it. I then began my workout and 30 minutes later when I was finished the roll had not been replaced. Also, on this day, half of the showers did not have any body wash.I then visited again today, February 12; and the restroom was out of hand soap and all of the showers were out of body wash. I called the front desk and they said the shipment of these supplies was not arriving until Tuesday. I did not stay long at the club as I am very concerned about the cleanliness of the club if members are unable to wash their hands with soap after using the restroom and do not plan on returning until these issues are resolved. I am looking forward to returning once these issues have been addressed, but at this time do not feel comfortable with using the club with the current major issues. Would it be possible for my monthly membership to be prorated this month for the time periods these issues are occuring?Thank you!

  Business response

  03/07/2023

  I apologize, I was under the impression that my team had both responded and addressed the concerns. Our Housekeeping supervisor will contact you today. 

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my membership on Dec 1 2022, it would then deactivate on Jan 1 2023. On Jan 3 2023 I was charged ******. I do not owe any of that money. They are trying to charge me for another month and 5 people's memberships. I have emailed and called so many times. They do not answer the phone. The general manager *************************** is an inept, illiterate, ********. He does not know how to run a business and is trying to scam customers. My sister, her fiance, and my friends are all experiencing this. I wonder why they are getting so many cancellations.

  Business response

  01/16/2023

  The member filed a chargeback dispute with his credit card company for December dues which he admits in the complaint that he owes. VillaSport attempted to collect those dues.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 11, 2022, I sent the following email to 4 managers at the ***************** Villasport location and did not receive a response:Hello,I usually visit the Beaverton Villasport during the morning hours, and am very impressed with how the club is so clean and well-maintained. In the past week, I began visiting the club in the evening hours a few times and noticed there are many differences between the club appearance during the morning and evening hours. In the evening, multiple trash cans and towel drops would be overflowing, towel dispensers would be empty, multiple showers would have empty body wash dispensers, the Spa Lounge would be out of cold towels, and the water machine would be out of cups. Would it be possible for there to be greater emphasis placed on cleaning and maintaining the club during evening hours?Also, I wanted to mention an issue I noticed with the Adult Outdoor Whirlpool. I noticed last week that one of the drain covers is cracked with part of the cover missing. Would it be possible for this to be repaired?Thank you!

  Business response

  01/22/2023

  I am very sorry that I missed your email. I will contact you via email ASAP to address the issues listed. 

*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. ↩