ComplaintsforMUV Fitness

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We cancelled our membership in DEC 2023, but yet MUV billed us through March 2024. We had contracted them many times to please cancel our membership. They continued to bill us so that we had to cancel the card on file. We did our year membership and was paid up through DEC 2023. This MUV fitness on 608 ******* has many complaints on ****** reviews about this very issue with billing. Now they put us in collection for an amount off $224.00 and now on my credit report. The collection company wants documents MUV fitness does not provide most likely for this very reason. I owe nothing past DEC of 2023. Collection wants me to pay $160.00 to close the account. This is not right MUV fitness can bill you and make your life a living h*** once you try to close your account. We have tried many times to close this account, but they are a predatory business with account **** who are powerless to fix issues such as these. Please help!

  

  Business response

  09/10/2024

  Hi *****,
  
  It was a pleasure speaking with you today. We appreciate you sharing your recent experience with Muv Fitness.  I apologize for any inconvenience we may have caused you. Our goal is to always provide our members with consistently reliable and outstanding service. Per our conversation, I removed you from collections with nothing further due.  Should you have any further questions, please feel free to reach out to me. 

  

  Business response

  09/10/2024

  Hi *****,
  
  It was a pleasure speaking with you today. We appreciate you sharing your recent experience with Muv Fitness.  I apologize for any inconvenience we may have caused you. Our goal is to always provide our members with consistently reliable and outstanding service. Per our conversation, I removed you from collections with nothing further due.  Should you have any further questions, please feel free to reach out to me. 

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 50 training sessions at the end of May with my trainer. Since then, my trainer is no longer employed with Muv Fitness and the trainer that was reassigned to me is not the same caliber as the previous one (bodybuilding focused) and there isn't a reasonable equivalent at the South Hill Muv location. I talked to the training manager and explained the situation that I purchased the trainings with the expectation that they would be with my previous trainer. I asked for a refund or to transfer training sessions to a different Muv location. She told me they don't transfer to different locations and would talk to her manager about the situation. I followed up with her a week later and she said "the manager would give me a call". It has since been over 2 weeks and there has been no such call. On top of this, I found that my previous purchased trainings were incorrectly entered into the system with an incorrect 'expiration date' and I have 9 training sessions that are un-used due to the error that still haven't been corrected. I am very disappointed in how this is being managed and them not following through. At this point, I would prefer a refund for the training sessions that are not used.

  

  Business response

  08/29/2024

  Hi *******, 

  It was a pleasure speaking to you. Thank you for informing us about your recent experience with Muv Fitness.  We would like to apologize that our service did not satisfy your expectations. We understand how frustrating it can be when a trainer that you have built a relationship with leaves unexpectedly. We truly appreciate you giving us a chance to match you with a new trainer that better meets your needs and training style. Your sessions have been extended to give you time to utilize them as we discussed. If you have any further concerns, please do not hesitate to reach out. 

  Customer response

  08/31/2024

   
  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

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2023 March 7 the gym that I used to be a member at ******* fitness closed down. I was automatically enrolled into another gym called.Muv fitness. I was never asked if I wanted to join that gym. When I found out that I had been enrolled, I asked them to please refund me my money and terminate my membership. It took me multiple times to get my refund and my termination. I have now found that they started charging me again a smaller amount and have been for 17 months. the thing that bothers me, the most is that Cade fitness was a gym was primarily elderly members. I believe that they are still charging and possibly scamming elderly people, and I still have not gotten my money refunded. My bank is looking into disputing the charges.

  

  Business response

  08/22/2024

  Hello ******, 

  Thank you for informing us about your recent experience with Muv Fitness. We would like to apologize that our service did not satisfy your expectations. Our goal is to always provide our members with consistently reliable and outstanding service. We regret that you did not receive the communication from ******* in regards to their closure. Unfortunately, when you reached out to us originally to cancel out your account we were unaware that you were paying for an additional account. Without any notification that the account was wished to be terminated, we do continue to bill as this gives our members access to the facilities when they wish to return at their original signing rate. We appreciate you taking the time to speak with us regarding the situation and to come to a resolution. Best of luck in your future fitness endeavors! 

• Initial Complaint

  07/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I need to convey I'm a Gulf war Veteran with service connected disabilities. I suffer from PTSD, Major Depressive disorder, ADHD Etc.Etc. I'm not looking for sympathy. My mental ability is greatly diminished so from experience I make it a point NOT to enter into contracts that allow companies like Muv Fitness to have access to take money out of my accts. It will always go awry. When I called accts. Rec.. at *** to find out why I had 2 separate accounts in collections w/them the Accts. Rec Mgr. was very Rude and Giggled at the fact that I had 2 in collections. And said I could buy the Accts from collections for ******. I would like ALL derogatory marks from Muv removed from my report. I'm Very distressed, distraught and disappointed by the treatment I've received from Muv. Fitness. The most concerning thing to me is the Manager finding amusement in my suffering.

  

  Business response

  07/31/2024

  Hello *****,

  
  Thank you for reaching out to the club to allow us to fix this situation for you. We take the opinions of our members very seriously. I am happy we were able to come up with a resolution for you. We wish you the best of luck in your future fitness endeavors!

  Customer response

  07/31/2024

   
  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

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a membership with MUV fitness in the ************** for a little over a year but ended up cancelling due to me moving to ******, ***** back in April of 2023. Even though I discussed this thoroughly with staff at the club in person, they continued to charge me each month. I've called many times over the last 14 months and asked for a reimbursement and they have told me that they would "get back to me" but they never call or email me. I spoke with ***** in billing who goes by "Big Em" at the spokane valley club and although she assured my in June of ******************************************************* a refund and cancel my membership, I have still received no contact from MUV confirming my cancellation or refund... Very frustrating. Aside from this I have had a good experience at the gym. The facility is great but the systems in place specifically around billing and cancellation are poor to say the least. It's insane to me that they think it's okay to not refund me for 14 months of membership fees even after I've provided a lease showing that I moved away from ********** over a year ago. I would like ***** or the Sales Manager ***** to call me and get this refund taken care of..

  

  Business response

  07/22/2024

  Hi ****,

  
  It was a pleasure speaking to you today. Thank you for informing us about your recent experience with Muv Fitness.  I apologize for any inconvenience we may have caused you.  Our goal is to provide our members with consistently reliable and outstanding service.  We take the opinions of our members very seriously.  With that said, your comments regarding our cancellation process will be used for future coaching and training of our employees. I hope you are satisfied with the resolution that we agreed upon.  Should you have any further questions, please feel free to reach out to me.

  Muv Fitness

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my membership and then they charge me 400$ for training I didn't know I had been signed up for and never used. Claim there is nothing they can do about the charge

  

  Business response

  06/03/2024

  *****,

  Thank you for informing us about your recent experience with Muv Fitness. We would like to apologize that our service did not satisfy your expectations. Our goal is to always provide our members with consistently reliable and outstanding service. After researching your account we found that there was a past due personal training invoice on your account that drafted on 5/16/24. Normally when an account is cancelled, any outstanding payments are wiped out. However on your account the invoice remained and drafted. We apologize for this inconvenience. We have processed a refund back to your account. Refunds will normally show in your account within 3-5 business days. If there is anything further that we can help with, please let us know.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I've been having membership with MUV Fitness at **********, ********* OR for last year. Now we are moving to another place so we have to come in person and cancel our membership. I went on site on May 7th and my payment due is May 8. But they charged me anyway, moreover there's an additional $55 that I DON'T understand why.

  

  Business response

  05/20/2024

  Thank you for taking the time to share your concerns. We have been unsuccessful in our attempts to reach you in the past week. Our cancellation policy on your agreement states that a 30 day written notice of cancellation is required. Unfortunately, as you gave notice one day before your bill date stopping the payment is impossible. A notice of at least 10 business days is required to make any changes to an automated payment. We would be happy to further discuss a resolution to this matter if you would be so kind as to return a call or email. We look forward to speaking with you! 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was reviewing my credit card transactions today when I noticed a charge of $78.50 on 04/19/2024 from Muv Fitness. I clicked on related transactions and found a second charge of $55 on 02/25/2024. I was surprised because I'd canceled the memberships for both myself and my wife, ********, back on 10/12/2023. I called Muv South Hill. A woman answered by I didn't catch her name. I asked her about the charges and she gave me confusing responses, including explaining that the charges were either service charges, admin fees, or memberships for some other account. I pressed her and eventually she said she'd refund the charge. I said no, charges - there are 2. She said okay, both. She didn't sound like she knew what she was going to do, so I asked when I'd see the refund for $133.50, to which she replied "I have no idea." I asked to speak with a supervisor. She said her manager is at lunch and will call me back. She wouldn't give me her manager's name, and when I asked for her name she ***** replied that she'd said it when she answered and wouldn't give it to me again. I've called back a few times now, but she knows my number, answers the call w/out her name, and hangs up on me before I can say anything. I never swore at her, never called her names, or even was mean to her. I simply stated I wanted to speak with a manager and she refused to help from there.

  Customer response

  05/06/2024

  Once I was connected with *** the ** at the South Hill gym, everything was resolved to my satisfaction.

  

  Business response

  05/07/2024

  Thank you for informing us about your recent experience with Muv Fitness. We would like to apologize that our service did not meet your expectations. Our goal is to always provide our members with consistently reliable and outstanding service. We have taken your feedback and we will be using it as a teaching tool for our staff to improve. We want all our members to feel like their interactions with our staff are respectful and friendly in all aspects. 
  We appreciate you taking the time to talk to us and resolve this situation. As discussed, your account has been refunded and closed with no further billing. We hope that you have a wonderful summer and the best of luck in your future fitness endeavors. 
  
  

  Customer response

  05/07/2024

   
  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

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August of *********************************************** know I needed to update my payment method. When they called, I told them I was in the middle of a move and that I wanted to cancel. She told me that I had to mail in the cancellation but that they could put my account on hold.They did not put my account on hold. Between Aug and Jan 24' I got multiple calls from collections stating that I owed payment. I agreed that I owed payment for the remainder of August and then September if I had to give one months notice which, I think is what the agreement states. I mailed in a cancelation and they said they never got it. I mailed it again in January with a tracking number and then never heard back from them. Today, 4/29/24, I was told I was sent to collections. I have not had a call from Muv or collections since Dec/************* an adjusted invoice or, stating they were sending me to collections. I still havent gotten a call or email stating how to resolve the issues. Between Aug - Jan I spoke to many different people at the North **************. Sometimes it was a manager sometimes it wasn't. Often times, when a non-manager called they would say they were unable to resolve the issue because they didn't have authority. I am happy to pay for Aug/Sept but I have not used the facility since July (maybe early Aug) but, I find it absurd to send someone to collections after 3 months of no contact.

  

  Business response

  05/07/2024

  Thank you for taking the time to share your concerns. We would like to apologize that our service did not satisfy your expectations. Our goal is to always provide our members with consistently reliable and outstanding service.  We have been unsuccessful in our attempts to reach you in the past week by either phone or email. We have gone ahead and cancelled out your account immediately with nothing further due. We have additionally reached out to the collection agency to have your file closed. If there's anything further that we can do to assist you please feel free to reach out. Thank you!

• Initial Complaint

  04/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was unable to ****** access to the pool as a disabled person when the facility caught on fire. They proceeded to try and get me to stay to pay, which I had no need to do anymore. After some time of paused membership - I want to leave. I finally get ********in writing******* that we are done here, have receipts as well, and over the last 24 hours Muv has attempted to extract hundreds of dollars from my Venmo. Absolutely seedy and disgusting behavior - will be retaining my defense attorney, who can refer me to someone if he cant take the case, who has won cases for me before. I am dead serious, as a disabled person who works, I take my wallet extremely seriously.

  

  Business response

  05/07/2024

  Thank you for informing us about your recent experience with Muv Fitness. We would like to apologize that our service did not satisfy your expectations. Our goal is to always provide our members with consistently reliable and outstanding service. We appreciate you taking the time to speak with us to come up with a resolution for your account. As requested, all 4 accounts associated with yours have been cancelled out. Your April payment has been refunded back to you. If there is anything further that we can do to assist, please feel free to reach out. Thank you and have a wonderful day!

*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. ↩