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:12/23/2024
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.
Signed up under the wrong impression of the programs that was given to me didnt even receive the proper services that I was told to receive I didnt receive any 30 minute to 40 minute exercise with the personal instructor. He had no knowledge of what I was talking about when it came to Giving him some insight and understanding of my dietary needs and all he did was try to sell me on more supplements that would have done nothing for me. Service was absolutely abysmal and purely felt like a slap in the face and I only just signed up maybe four days ago and am now canceling and attempting to cancel my gym Membership, which theyve made it incredibly difficult
Business Response
Date: 12/27/2024
Hi *****,
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 and come to a resolution. Your cancellation and refund have been processed. Please expect 3-5 business days to see that returned to your credit card. Thank you so much for your time.
Customer Answer
Date: 12/27/2024
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
Date:12/22/2024
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 canceled my Muv Fitness Membership in October, and paid the final amount owed with the person on the phone that was confirming my cancelation. I then got charged Decemeber 2nd 2024 and I called the south hill location to get a refund as to why I was charged, associate said I shouldn't have been and there were notes the membership was canceled. He says he will get the refund started, this is on 12/6/24, when I noticed the charge. I call back on 12/13/24 and a new associate from the south hill has no notes on a refund and doesn't know anything about it. I then call the valley location at 9:16 AM since south hill didn't help. I was told by associate in morning they would leave a note for their manager to call and start the refund, associate doesn't leave a note so I call back again at around 5 pm and is told they never got a note left, and the refund will be started and should hit my account on Monday 12/16/24. Doesn't hit account on that day. I call back again on 12/19/24. Still no refund. Told again that they will start the refund. I give a couple more days. Call again this morning with *****. I am told she can't do anything and is a complete a** about it. I ask why the refund would take so long, she says she has no idea and the refunds are issued by a third party, the only thing they do is call it in. Doesn't make sense as to why it keeps taking longer and longer. Why has it taken this long for a $33 refund? ***** told me she was in charge of Financials at her location and no one will give me corporate contact. This is wild I have had to call this many times and to two different locations for this. No one from the south hill did ****, and ***** was nice until she literally had nothing other than 'Like I said, I called it in, I can't do anything now. They handle it, and they didn't give me an update so that's it' and I understand that, but wtf muv and ***** might as well have told me to go f*** myself with her tone and answer.Business Response
Date: 12/27/2024
Hi Colton,
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 to us and resolve the situation. Your refund was processed on 12/23/24. This can take 7-10 business days to hit your bank account. Please let us know if you have any further questions.
Customer Answer
Date: 12/27/2024
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
Date:12/16/2024
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.
Over 15 months ago I had gotten a promotional price on a 12 month membership with three free months. I had a few bad experiences while attending and after the fifth time I did not go again, waste of money but I accept that. That's not the issue. The issue is that I never once received an email notice that my account was going to be going to a month to month payment and was charged for my account as well as my girlfriends account on December 3rd. I was never once sent an email notification that a charge would be coming on December 3rd, after 15 months I had forgotten about this and went to cancel this subscription and hoped to reverse the charge. Unfortunately it seems that while they are refusing to reverse that charge they are expecting me to pay for an additional month. This is such a skummy and predatory business practice hoping people would forget to cancel just so they can squeeze every cent they can out of people. Gym culture is so toxic. I cannot recommend this establishment to anyone and this experience has caused our friends to also cancel their memberships here as well. I want to see the charges reversed as well as not being charged for the month of January.Business Response
Date: 12/27/2024
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 take the opinions of our members very seriously. As per our discussion, your account and your girlfriends have been refunded and cancelled. We wish you the very best in your future fitness endeavors.
Customer Answer
Date: 12/27/2024
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
Date:12/16/2024
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 the Summer of 2022 I signed up with MUV fitness as a part of a promotional deal knowing it would not open until January 2023. I specifically said all I wanted from the gym was the pool. I was deciding between MUV and ************************ which seemed to be having trouble getting started. I made it clear it was ONLY for the swimming pool.January came and went and the pool was not opened and apparently not approved by the city of ********* yet.Promises were made and remade checking in for a few months after that. I was told multiple times it would be one more month.finally I was told a further out date and they allowed me to put my payments on hold.Summer 2024 The pool is still not open. I was told in the summer, they would refund me half of what I paid so $125.I never got it. A manager claimed he called me. He didnt'They promised again to pay and haven't. I made it clear they have to send a check or pay my new account since my old bank account no longer exists. And I said I wanted the full amount. They have been jerking me around for two years and they have not been honest about their efforts to cancel my account and repay me. They cancelled my account again... yet I still get messages that the pool is opening soon. I still have not been paid. I dealt with a site manager named ******* who was very nice but had no real authority. He referred me to ***** a higher up manager that I never met who lied and said he had called me. There is no phone record of him calling. He then tried to say he would mail me a check of half of half... around $60. I said this is not acceptable. I paid for a product and never got it. They in essence are stealing my money. I got an email from ***** confirming that conversation. He said give him 24 hours. Nothing has happened. The other docs are proof that I had an account with them. Although they don't show that we stalled payments around six months in because there was no product. I never used the gym for a gym.Business Response
Date: 12/27/2024
Hello *****,
Thank you for informing us about your recent experience with Muv Fitness. We understand that our clubs opening delay has been an inconvenience to you and we want you to know that we sincerely regret that. There is no one that wants to open quickly more than we do and we are truly sorry that this delay has affected our members. We appreciate you taking the time to speak with us and working with us to resolve the situation. We hope that you will allow us another chance once we are fully operational and again, apologize for the inconvenience. Best wishes and we hope to see you in the future.
Initial Complaint
Date:10/24/2024
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 started my *** membership in ********* on August 31st 2023. It has been over a year and the facility they promised still has not been opened. I do not believe it will open any time soon so I requested a refund from them. I was told by ***** *******(the Troutdale location manager) I could not receive a full refund and that there was nothing they could do. All I want is a full refund and cancellation of my membership as I never received what was promised and I never used the facility once.Business Response
Date: 11/12/2024
Hello *******,
Thank you for informing us about your recent experience with Muv Fitness. We understand that our clubs opening delay has been an inconvenience to you and we want you to know that we sincerely regret that. There is no one that wants to open quickly more than we do and we are truly sorry that this delay has affected our members. We appreciate you taking the time to speak with us and working with us to resolve the situation. We hope that you will allow us another chance once we are fully operational and would like to extend you some free time to again apologize for the inconvenience. Best wished and we hope to see you in the future.Customer Answer
Date: 11/12/2024
Complaint: 22471140
I am rejecting this response because:My contract was not fulfilled by MUV Fitness and I do not want free time at the gym. I would like a FULL refund from MUV.
Sincerely,
******* ****Business Response
Date: 12/04/2024
Hello *******,
We are sorry that our original arrangement did not meet with your satisfaction. We appreciate you taking the time to have another conversation with us to resolve this issue. As per our conversation, your membership has been refunded and cancelled.
Customer Answer
Date: 12/12/2024
They have refunded me and I am satisfied with that. You can close the case. Thank you
- ******* ****Initial Complaint
Date:10/16/2024
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.
I am writing to formally complain about my experience with MUV Fitness, specifically concerning my membership signed on August 10, 2023, with representative ********* ******. I initially expressed concerns about my membership because I might have to return to my parents home due to medical reasons. ********* assured me that I could cancel my membership at any time if I moved more than 25 miles from the club. However, the contract indicated that cancellations must be submitted either by mail or in person.Due to an emergency, I had to move in October 2023. I used the gym only twice to access the pool. On October 22, 2023, I sent a cancellation letter to the ******* location where I signed the contract. I frequently checked the gym app, which misleadingly displayed an option to renew membership, leading me to believe that my membership had been canceled. Following this, I received persistent calls from MUV Fitness regarding overdue payments. When I explained that I had sent a cancellation letter, I was informed that it had never been received. Despite my requests to speak with a supervisor, I was repeatedly told they were unavailable, and no one followed up as *********** December, I spoke with an employee who suggested I resend my cancellation letter to the ************** location, which was not mentioned in the original contract. This lack of clarity has been incredibly frustrating. As a result of the confusion and miscommunication, my bank, *****, advised me to file a fraud claim. In January, I was informed that my account would be sent to collections, despite my repeated requests for assistance and clarification. I have a collections account of $389.00 for a gym membership I barely used, and I now live 145 miles away from the nearest location. I request that you investigate this matter and provide a resolution.Business Response
Date: 10/23/2024
Hi Frashesca,
It was a pleasure speaking with you today. I sincerely apologize for the inconvenience these issues may have caused you. Per our conversation, I have taken the liberty of removing you from collections. 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 you. Good luck in your future fitness endeavors.Initial Complaint
Date:09/18/2024
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.
I am writing to formally complain about my experience as a 'founding member' at MUV Fitness in *********. When I signed up for my membership back in March of 2023, I was assured that the monthly price I received was exclusive to founding members with a clear promise that the main facility would open within a SPECIFIC timeframe of Summer 2023.However, the promised opening date has since passed, and despite my repeated inquiries about the *** of the main center, I have not received clear or satisfactory answers. They keep using the same excuse saying it is due to lack of permits and licenses. The lack of communication and failure to meet the promised timeline has left me feeling misled, frustrated, and simply taken advantage of.I believe that I was misled about the timeline for the opening of the main facility. I expected transparency and adherence to the promises made during the enrollment process, which have not been fulfilled. Given the circumstances and the misrepresentation of membership terms, I am seeking a refund of my membership fees.I hope the BBB can assist in resolving this matter and encourage MUV Fitness Troutdale to improve its communication and customer service practices.Thank you for your attention to this ***********,**** ******Business Response
Date: 09/30/2024
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 take the opinions of our members very seriously. We understand that our club opening delay is an inconvenience to you and we want you to know that we sincerely regret the necessity of that action. We are working as quickly as possible to open our main facility and truly look forward to being able to serve you in our final space.
We would like to thank you for taking the time to speak with us and come to a resolution on this matter. We appreciate you allowing us another chance to continue our service and your patronage.
Sincerely,
Muv Fitness
Initial Complaint
Date:09/09/2024
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.
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
Date: 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
Date: 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
Date:08/18/2024
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 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
Date: 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 Answer
Date: 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
Date:08/13/2024
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 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
Date: 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!
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