Complaints
This profile includes complaints for MUV Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 92 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/22/2025
Type: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.
Much difficulty cancelling my account in 2023. Had to cancel again in 2024, after noting charges in bank account that *** said they could not reimburse. Now, I just discovered: As of Dec 2024-April 2025 I am receiving monthly charges of $31.61. I called the phone # on the bank statements and it connected me to MYiClubOnline who confirmed I have no active account. I called the ******************** directly and was told the manager will call me back. The person answering the phone said, Yeah usually we have trouble with people being charged random amounts after cancelling but it looks like youve been charged consistently on the same date. (Charge dates 4/8/25, 3/10/25, 2/10/25, 1/8/25, 12/9/24)
Business Response
Date: 04/29/2025
Hello Sydney,
Thank you so much for taking the time to speak with us. At Muv Fitness, delivering exceptional service and clear communication is our top priority. After our recent conversation, we identified that your secondary account remained active after your primary account was cancelled. This happened because, for security and privacy reasons, our system treats each account independently, and a separate cancellation form is required for each one. We understand how this might have caused some confusion, and we sincerely apologize for any inconvenience it may have caused.
That said, your secondary account has now been fully cancelled, and a refund has been processed and returned to your original payment method. If theres anything more we can do to support you or make your experience better, please dont hesitate to reach out.Initial Complaint
Date:04/11/2025
Type: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.
I cancelled my wife's membership and use of the kids' zone in July 2024. They've been charging me for one or the other or both ever since!Business Response
Date: 04/15/2025
Hi ****,
It was a pleasure speaking to you this evening. 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 clients 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.Customer Answer
Date: 04/17/2025
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:04/09/2025
Type: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 up my entire family of 6 as soon as they started advertising the ********* location. I paid the fees and paid monthly until the opening date came and went. Eventually I started utilizing the 3 month pause but it would expire and Id get charged again. Eventually the gym volunteered to permanently pause the charges, probably due to the anger people were expressing. That location is not opening, clearly, and Id like a refund of all the money I paid them. They lied over and over and over about the opening date. They had a small little gym that some people used while they waited. Myself and my daughter might haves used it once because it was not the gym we were promised and didnt have to amenities I was waiting for. Id like a refund for any money paid on all 6 accounts. The app isnt t working so I cant get the account numbers.Business Response
Date: 04/10/2025
We are so sorry for any inconvenience this delay has caused you. We understand your frustrations and want to assure you that we are doing everything in our power to rectify the situation.
As noted in our last update email, Team Muv Fitness Troutdale has moved forward with Chapter 11. As part of our Chapter 11 filing, we are in the process of restructuring to ensure the long-term sustainability of the gym. Because of this, any refund requests will need to be processed through the claims process. The court system will be providing formal instructions on how to file a claim. You should have received a notice from them in the mail with details on how to proceed.
In the meantime, please note that you are still welcome to use our SE Portland or Tanasbourne facilities free of charge. Should you have any further questions or concerns, please feel free to call us at ************Initial Complaint
Date:03/16/2025
Type: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 regarding unauthorized charges by MUV Fitness following my membership cancellation.Key points:I cancelled my membership in person at MUV Fitness in December 2024 Three unauthorized monthly charges were processed in January, February, and March 2025 I made six documented attempts to resolve this by phone without success My written request for resolution via email went unanswered I was forced to place a stop payment with my bank, incurring a $35 fee I request:Full refund of unauthorized *********************** of the $35 bank stop payment fee Written confirmation that my MUV Fitness membership is cancelled ***************** that this incident will not affect my credit report Documentation attached:I look forward to your assistance and please reach out with any corresponsdence updates you recieve.Regards,Business Response
Date: 03/26/2025
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 have been attempting to reach you since you originally reached out to us on March 10th. Unfortunately, we have been unable to reach you via phone or email. We have processed your cancellation and refunded your account accordingly. If you need anything further please reach out to us. Thank you so much for your time!
Initial Complaint
Date:03/11/2025
Type: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.
Bought a prepaid membership for myself and my husband for one year. There was a special going to promote a new site opening in a couple of months. I was excited because the other sites are too far away from my home. The new site never opened. After about 6 months I started calling asking management for assistance and no one returned my calls. I left no less then 3 messages but called many times. My contract officially ends the end of April and I havent been able to use my membership once because the new site didnt open. I was charged this month $110 for a maintenance fee. I called again and talked with the financial person who said there is nothing they can do about it, its all in the contract. I spent $800 up front for a membership advertised as opening in May 2024 (this is the date I remember seeing in a timeline map). It never occurred and now a month before the end of my prepaid contract they are charging me another $110. I have not been in the facility once because the current location doesnt work for me. Im asking for a refund if the$110 and they said no, they will not honor that.Business Response
Date: 03/18/2025
Hi ****,
It was a pleasure speaking with you. Per our conversation, I have taken the liberty of refunding both you and your husband's annual maintenance fees of $110. Please don't hesitate to contact me if you have any further questions or concerns. I am happy we were able to come up with a solution for both of you. Good luck in your future fitness endeavors!Customer Answer
Date: 03/19/2025
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:02/25/2025
Type: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.
During the Covid lockdown I was unable to use the MUV fitness gym in my neighborhood. I called and requested that my account be closed. Apparently, it was only suspended, and after Covid MUV Fitness started charging me again, even though the location was permanently closed. My husband pays this bill, and doesn't verify the purchases, so I did not know we were still being charged.Last week our credit card was compromised, and a new one was issued. The bank sent me an email of all recurring charges that would need to be notified of the new CC number. MUV was one of them.While trying again to close the account, I have gotten the run around. I can't close the account over the phone, I need to talk to a manager, I need to send a letter, I need to do it in person etc. (All things that were done over 5 years ago.) My only request is to get help making the charges stop, and the threats to send my account to collections to stop. I am not asking for the money to be returned as this is my husbands fault for not checking our statements. Please help. I want no further contact from this business.Business Response
Date: 03/08/2025
Hello Dinnelle,
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. Per your written request, your account has been cancelled out effective immediately with nothing further due. We appreciate your time with us and with you the best in your future fitness endeavors.
Customer Answer
Date: 03/08/2025
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:02/23/2025
Type: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.
They would not cancel my gym membership when I last came in (the manager was out) and I had to get to work the next day.I tried calling multiple times to cancel my gym membership, they will not cancel my membership over the phone.I sent two letters, the first of which must have never been received by the business.I sent a second, certified letter, to the business to cancel my membership because I'm no longer in the state. They received the letter but never processed my request to cancel and are still attempting to charge me late fees.Customer Answer
Date: 03/07/2025
They replied to my complaint thanks to you guys and ended my membership.
They also cancelled any late fees.
It's all thanks to you all, though, they had avoided contacting me otherwise.
Best regards, ****** *******Initial Complaint
Date:02/19/2025
Type: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.
Purchased a yearlong membership on 11/12/2022 for $228.00. Was promised the club would open in 3 months. As of today, (2/19/2025) the club has not been completed. Visited with the manager 4 times in 2024, asking when will the club open. Promised the club would open in 3 months. Requested a refund, and was denied 8 times total, in years 2023 and 2024. I paid for services that were never received. I am a senior citizen (71 years old), and consider this elder abuse. Major points:1. Paid $228.00 for services that were promised and never received.2. Ask for a refund every visit with the manager, and was rejected every time.3. As a senior citizen, I consider this elder abuse.4. I feel they took advantage of me. Scammed me with false promises, and stole my money. 5. I would like my money refunded. 6. Already filed a complaint with the ***********7. Other than going to small claims court, I am open to suggestion.8. Document # of contract signed - #************ 9. Agreement # - **********Business Response
Date: 02/25/2025
Hello ******,
I am so sorry for an inconvenience this delay has caused you. We understand your frustrations and want to assure you that we are doing everything in our power to rectify the situation. As noted in our last update email, Team Muv Fitness has moved forward with Chapter 11. As part of our Chapter 11 filing, we are in the process of restructuring to ensure the long-term sustainability of the gym. Because of this, any refund requests will need to be processed through the claims process. The court system will be providing formal instructions on how to file a claim. You will receive a notice from them in the mail within the next 7-10 days with the details on how to proceed. In the meantime, please note that you are still welcome to use our SE Portland or Tanasbourne facilities free of charge.
Customer Answer
Date: 02/26/2025
Complaint: 22963786
I am rejecting this response because: Turning into a bait and switch tactic, which is a deceptive trade practice that violates the *** Act. Promises made. Never kept. Appears club will never open. The only viable option I am requesting is my hard earned money back, that I paid in good faith. Fellow claimants, next stop - the ****************************!
Sincerely,
****** P **********Initial Complaint
Date:01/19/2025
Type: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.
January 10, 2023 I asked to cancel my gym membership and was told to freeze the account instead. I came back on January12th, 2023, to make sure no money would be coming out of my account for dues as I wouldn't be in town, and was told it wouldn't. I was moving away temporarily to care for my Mom and didn't know when I'd be back. Needless to say, they have been taking $19 a month since January 2023 and I made a special trip (3 1/2 hrs) to walk into MUV fitness and see what had happened. They told me to provide documentation and I told them look at your computer. It indeed said freeze. They owe me $456 from January 2023 to January 2025, as the transactions were not authorized. I will be contacting my bank as well.Business Response
Date: 01/30/2025
Hello Tia,
Thank you for taking the time to share your concerns. We have been unsuccessful in our attempts to reach you in the past week. In researching your membership we were unable to find any record of cancellation or freeze on your account. Our cancellation policy on your agreement states that a 30 day written notice of cancellation is required. To this date we have not received a letter of cancellation and thus, have kept your membership active. We recognize that in your complaint to the Better Business Bureau, you stated that you requested to freeze your account. With that said, in reviewing the agreement pertaining to your account, you had just signed up for a one year contract that was set to expire in December 2023. During that time the only extended freezes would have required a documentation from a doctor. As a customer service, we are refunding back to you everything that was charged to your account after your contracted time expired. You should see that back in your account within 7-10 business days. We wish you the best on your future fitness endeavors.
Initial Complaint
Date:12/27/2024
Type: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.
In 2023 my ex has signed up for a Muv fitness account. he put me on as a guest. he stopped paying his monthly amounts. i talked with a few different people that had called to collect the passed due from Muv Fitness. i told them it was not my account. they said they are calling be because the owner of the account put me as a contact. they confirmed that they knew it was not my account and i was not responsible for the debt owed. now i am getting called weekly by a collection agency. i have tried to tell them it's not mine. they said my name is on the collections but the contact info was for my ex so all the communications they said they sent me were going to him. On 12/11/24 i asked them to stop calling and texting me. they said they would. i then received 3 additional calls from them. This is crazy! I didn't open this account, why is ********************** trying to collect from me?Business Response
Date: 12/31/2024
Hi Ivi,
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 your phone number and updated it with the Primary's phone number. I am happy we were able to come up with a resolution for you. Should you have any further questions, please feel free to reach out to me.
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