ComplaintsforVASA Fitness

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Initial Complaint
07/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The customer ********************** I received with ****'s billing department is literally the worst I have ever encountered. I ended the call feeling frustrated, disrespected, and certain that I will never again work with ****. My son first cancelled in person at **** because he was moving out of state. He was told by the Vasa employee that cancellation would be effective in one month. **** continued to attempt automatic payments for three additional months. When we called for clarification, we were told that the membership was not cancelled and that it could not be cancelled for another 30 days because all cancellations must be done with HQ (not local Vasa). When I asked to speak with a manager, the rep hung up on me. I called back, spoke to another person, and was told over and over that nothing could be done and that I could not speak with a manager. The fees and rules and dates seemed to change with every conversation. I asked for some of these policies and agreements in writing and was told that they never received that question before and could not provide anything. At this point, I was more frustrated with the complete lack of respect for the customer than I was with the $196 they said I still owed. I really want people to be aware of the shady business practices used by this company.
Business response
08/02/2024
Hello,
I sincerely apologize for any inconvenience. I would be happy to look into this for you! Can you please provide me with your son's full name and birthday so I can locate his account?
Customer response
08/05/2024

Better Business Bureau:

Please close this complaint and consider this issue resolved.

Thank you,

*******************************
Initial Complaint
07/23/2024
Complaint Type:
Order Issues
Status:
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.
I'm just trying to be here to workout. They're blasting the music so loudly that my noise cancelling headphones can't even cancel it out. This is a huge annoyance if you don't want a headache while you work out
Business response
07/26/2024
Hello,
I apologize for any inconvenience this may cause you! The music played and the volume of the music in our clubs is consistent throughout all of our locations. We encourage you to bring your own device and listen with personal headphones.
Initial Complaint
07/12/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Billing Discrepancies:I have experienced significant issues with VASA Fitness's billing practices. Despite canceling my membership in accordance with their cancellation policy, I continued to be billed for services I did not use.Unauthorized Collection Action:Due to the billing discrepancies, my account was unjustly forwarded to a collection agency. This has resulted in a collection account being reported on my credit report, which has negatively impacted my credit score.I request the BBB's assistance in resolving this matter. Specifically, I ask for:- Immediate correction or removal of the collection account from my credit report.- A thorough review and correction of the billing discrepancies.- Written confirmation from VASA Fitness that my account has been resolved.
Business response
07/12/2024
Hello,
I apologize for any inconvenience. I do not see that we have a previous request to cancel your membership. The membership agreement does state that we need a written request to process a cancellation.If you have proof of this prior request, please send it for review. Otherwise,you are responsible for the balance owed to ****** and Associates.
Customer response
07/12/2024

Complaint: 21978475

I am rejecting this response. I would like **** to recall the debt, and I would also like to compel arbitration through the American Arbritation Assocation or JAMS according to ****'s terms of service to resolve this dispute.

Sincerely,

*********************************
Business response
07/17/2024
Hello,
As stated in my previous response, we do not have proof of your prior request to cancel. Because we never received a request to cancel, your membership continually tried to charge. After months of unpaid dues, your membership was sent to ****** and Associates.
Customer response
07/17/2024

Complaint: 21978475

I am rejecting this response. I'm requesting to resolve this dispute through arbitration. Are you declining to resolve this dispute to my satisfaction and/or rejecting my request for arbitration per ****'s terms of service?

Sincerely,

*********************************
Customer response
07/18/2024
Hi,

Upon getting legal advice on this matter, I will not be furnishing any additional information until I've received a response from **** in regard to my request for Arbitration of this dispute. If they do not intend to go to arbitration, I need confirmation that they are rejecting my request. If I don't recieve a response to my request for arbitration within 14 days of the original date of my request, I'll take that as ****'s decision to reject my request for Arbitration.
*********************************
Business response
07/19/2024
Hello,
As a final resolve, your membership has been removed from collections and the balance has been waived. This will no longer affect your credit.
Customer response
07/19/2024

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
07/11/2024
Complaint Type:
Billing Issues
Status:
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.
Sent me to collections for false charges 2 years after I cancelled my membership in which I had to call in to cancel because the companies phone application was not working.
Business response
07/12/2024
Hello,
I apologize for any inconvenience. I do not see that we have a previous request to cancel your membership. The membership agreement does state that we need a written request to process a cancellation. If you have proof of this prior request, please send it for review. Otherwise, you are responsible for the balance owed to ****** and Associates.
Customer response
07/13/2024

Complaint: 21975189

I am rejecting this response because: I spoke to someone from your companys corporate office when I cancelled my memebership because yalls app was down. I was made to pay a cancellation fee as well. I dont understand how your records are not showing that?

Sincerely,

***********************
Business response
07/17/2024
Hello,
I apologize for any inconvenience this may cause. I am not showing any record of a phone call, or a cancellation fee being paid. Unless you have written proof of your prior request, the balance owed to ****** is valid.
Initial Complaint
07/10/2024
Complaint Type:
Billing Issues
Status:
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.
During the pandemic I chose to cancel my account in 2020. Later I discovered I was sent to collections because I tried to re join the gym and was denied and I immediately sent multiple emails to **** to try to resolve it. I don't understand how it was sent to collections even if I didn't cancel I would have still gotten charged which I did not and I never changed any billing info so I am still confused in what happened. All they could tell me over and over that if I don't pay my collections they can't do anything. They will not allow me to get a membership without paying this collection off. As of June 2024 I rechecked my credit report and this collection does not appear and I do not feel comfortable paying a collection that doesn't appear on my report and was wrongfully sent in the first place. I have sent countless emails and tried calling customer ********************** and they told me I have to email support since they don't have a direct number and the number I called was only for the billing department only. I have not been able to resolve this issue and all the representatives I have encountered via email are not empathetic.
Business response
07/12/2024
Hello,
I apologize for any inconvenience! It looks like we did confirm with the collections agency that the membership has not been paid for. I see that your membership was frozen when **** was closed back in 2020, but was unfrozen when we reopened. We attempted to contact you regarding the past due balance before the membership was written off. We never received a request to cancel your membership. I do see that we directed you to ****** back in 2022. The balance owed to ****** and Associates is valid, so you are responsible for paying them directly.
Customer response
07/12/2024

Complaint: 21970453

I am rejecting this response because: I am not going to pay a collections that does not appear in my credit report and was wrongfully sent to collections all because you guys don't have record I cancelled online and your system did not capture that. I am simply requesting to please get a membership with my insurance. I keep getting the same answer and **** is not providing the any customer ********************** and you guys care about is money. This is shameful no one can please help me resolve this issue.

Sincerely,

*********************************
Business response
07/17/2024
Hello,
I apologize for any frustration this has caused. I have confirmed with the collections agency that it was most recently updated on 6/30/24 and reported as very past due and in collections. As stated before, the balance needs to be paid to ****** and Associates before you are able to sign up for a new membership.
Customer response
07/18/2024

Complaint: 21970453

I am rejecting this response because: Seriously? This is the best you guys can do? Worst customer ********************** ever. Worst gym ever. At this rate I will take my business elsewhere where they provide way better customer **********************. I will also be advising my company that uses this gym to cancel their memberships which are at least 15+ members as my issue did not get resolved and all I simply requested was to get a membership WITH MY INSURANCE, which my insurance would be paying! SO ridiculous that my membership got approved and then next day it got cancelled. I can't believe this company is so greedy and cannot help anyone out.

Sincerely,

*********************************
Initial Complaint
07/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am requesting a thorough review of my son's account, my son Canceled the membership when he went away to school. This was canceled on the app and a $25.00 fee was collected. When I called ****, I was told the account was never canceled and forwarded to collections and was also told they had no account information to provide as the account was closed. When I then contacted the collection agency, I was told that the only way to cancel the membership was to do it in writing. However, I'm afraid I have to disagree with that as the Vasa app provides options for cancellation via the **** I was also told by the collection agency to provide proof in writing, how can i do that when my son no longer has access to the **** app? I am also requesting a prompt correction of the credit report inaccuracies, and urgently writing to address the inaccuracies on my credit report caused by the sharing of my personal information with credit bureaus which I did not authorize, I've never been to any of your facilities. This has led to significant financial and emotional distress. The discrepancies associated with VASA FITNESS have negatively affected my credit reports and need immediate correction.Furthermore seeing the amounts of BBB NEGATIVE COMPLAINTS against VASA FITNESS on this platform leads me to believe that **** is not handling customer issues/cancelations procedures appropriately and misleading the customers.. I appreciate your immediate attention to this matter. Sincerely *******************
Business response
07/12/2024
Hello,
I would be happy to look into this for you. Can you please confirm your son's full name and date of birth so I can locate his account?
Customer response
07/12/2024

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
07/09/2024
Complaint Type:
Product Issues
Status:
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.
I signed up for a membership but never went so then they a law group is trying to go after me for $222.63 for charges I was never aware of.
Business response
07/11/2024
Hello,
I apologize for any inconvenience! It does not look like we ever received a written request to cancel, so your membership continued to charge. When payments declined, we reached out to you advising of the past due balance. After months of unpaid dues, your membership was written off to collections. This balance is valid, and you are responsible for making the payments to ****** and Associates. I apologize for any inconvenience this may cause.
Initial Complaint
07/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I paid for training that I am not receiving due to them firing my trainer and not providing a replacement. I was only cotrcated for 3 months with a trainer and they said they are automatically renewing me unless I cancel. I cancelled my training sessions because of all these issues and they are FORCING me and charging me an extra $280 to be able to cancel a contract that was already up. It's like $140 a week. Forcing me to pay for training that they are not going to provide me as I have emails of ALL of my sessions being cancelled. I went in tonight 7/8/24, supposed to have training session and got NONE, just like I got none on July 1st as that was cancelled on me. I paid for weekly training and they are in breach of my contract by not providning this. They are also in breach by cancelling ALL of my other sessions. When I called today they claimed I did not cancel online when I did. Probably do it on purpose to charge people more. Store manager tried to say I couldn't cancel because I owed them money but after telling him I am on auto pay he changed his mind on that, but he says has nothing to do with cancellations, but no one else from their support will even reply to my requests or demands of refund and cancellation. They claim only one other trainer is available for my schedule and he is on vacation. I'm supossed to keep going for weeks without being trained but yet charged when I paid for weekly sessions? I want a refund now. I am not getting the service that I paid for. Not my fault they do not have enough trainers. Not my fault they fired someone. Even if they would have added sessions later, I am losing time now and my progress haulted or delayed majorly.
Business response
07/09/2024
Hello,
I apologize for the negative experience that you have had. The Personal Training subscription is with VASA Fitness, not a specific trainer. I have gone ahead and cancelled the renewal portion with no further billing. However, we are unable to refund any payments from your subscription portion. We would be happy to give you access for the sessions that you have paid for.
Customer response
07/09/2024

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 as long as that means I will at least not be charged the $280 to be able to cancel which is what I beleive this means. But I would like an email or letter from them showing this and saying they will take no more money from my account. 7/9/24

Sincerely,

***********************
Initial Complaint
07/05/2024
Complaint Type:
Product Issues
Status:
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.
Multiple charges to my account other than monthly membership.
Business response
07/08/2024
Hello,
Can you please confirm the dates and amounts of the charges you are referring to?
Initial Complaint
07/03/2024
Complaint Type:
Order Issues
Status:
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.
Signed up for a free month of vasa fitness. Went once. Decided I didnt like it. Canceled in person and was told I would not be charged anymore. Apparently they still tried charging my card and instead of just canceling decided to penalize me and send a bill for $350 to collection. No warning. No notice. No attempted contact. An absolute scam I see hundreds of people with similar stories. I hope there is eventually a class action lawsuit against them.
Business response
07/08/2024
Hello,
I have located your membership. The membership agreement does state that we need a written request to process a cancellation. I am not seeing that we ever received a written request to cancel. We did attempt to contact you multiple times via phone call and text with the information provided. After months of unpaid dues, your membership was written off to collections. At this point, you would be responsible for the balance owed to ******.
Customer response
07/08/2024

Complaint: 21940637

I am rejecting this response because: that is not true. I was told in person it was canceled. How can charges rack up to $350 for a $25 a month membership that was never paid because it was supposed to be canceled. You guys are scam artists there are countless stories like mine online. I was no longer a member after a month. Where does the $350 even come from. You guys did not contact me you are lying.

Sincerely,

***************************
Business response
07/11/2024
Hello,
We called twice on 10/23/23, again on 10/26/23, an email was sent on 10/28/23, texts were sent on 10/31/23, 11/14/23 and 11/28/23, and then we called again on 11/29/23. On 12/20/23 a notification was sent via email letting you know we would be sending your membership to collections on the first day of the upcoming month. As I stated before, we do not have a written request to cancel. The balance owed to ****** is valid.

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