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1.8 20 Reviews

VI Fitness Centres Complaints Summary

4 Resolved
16 Unresolved
Our verdict: When using services from VI Fitness Centres with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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VI Fitness Centres reviews & complaints 20

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Newest VI Fitness Centres reviews & complaints

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4:04 am EST
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VI Fitness Centres failure to cancel memberships

I have never in my life have had such a horrible costumer service experience . I had a bank statement that I brought in from my bank (which costed me to print ), to cancel my membership because I was going to go take care of a family emergency and I wasn't well enough to be going to the gym aswell as that forced me to go to Ontario to take care of a family member . Technically i have more then one residence one in BC and one In Toronto . When I came in, I was told all good don't worry about it, it's been canceled, as I am going home I get a confirmation email of a cancelation . A week later I get calls everyday that hey you need to bring a proof of move then I mention that I did and then I came to the realization that the entire staff was new that day ... they had said that ... so no one photo copied my information . Of course after many phone calls I was busy dealing with my personal life being annoyed by the gym I called them and talked to a manager WHO ABSOLUTLY was so rude to me I couldn't believe it, she talked down to me like I was a child with her tone of voice and 0 remorse to my situation, I then called my bank and got them to email my bank statement. After they emailed Me a statement (which also costed me money ) I emailed VI my statement, LEGALLY PROF OF ADRESS was submitted so I was supposed to be done with this issue and move on with my life, I then Continue to talk to the same person, Heather the regional manager that told me I needed to go make a new bank account In Toronto and send my account information with change of adresss from there ... I coudnt believe how she did not want me to cancel no matter what prof I showed .. I told her I wasn't going to CHANGE MY BANK ... like are you serious lady . The way I was spoken to, no one ever deserves to be spoken to that way when a client is going through a difficult time ... it blows my mind that type of person represents the company this way . It's unbelievable.

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6:54 pm EST
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VI Fitness Centres Gym membership

I went in person to cancel my membership feb 2015 as per there cancellation policy, this was also the last time I went as a member which should be proof enough that I cancelled and I also signed a cancellation form in which they have misplaced. I have since been charged every two weeks for $23.60 and for the last two years I've been fighting to get this cancelled, They continue taking this money out and are refusing to refund me anything I have paid advising there is nothing I can do.

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2:40 pm EDT

VI Fitness Centres Cancellation of Membership

Attended the Langford VI Fitness since opening in 2006, and have paid fees without any problem every month since then. I was awarded a new job in Burnaby BC and so went to the Langford gym to cancel my membership. I was given the cancellation form to sign, was told everything was taken care of . May 30 2016 I see that VI Fitness had taken a membership fee out of the original bank account for the fees. I had put a stop payment on the payments but VI Fitness had changed their information so another payment would not be stopped, so the May charge went through. I immediately contacted the Langford VI Fitness centre and was told they would not do anything for me until I brought in my cancellation forms. I checked and could not find my form, and the Langford centre said they had no record of my cancellation. Said after alot of arguement that I could cancel my membership by email because they did not believe that I had cancelled in the first place. I spoke to the centre manager and the area manager(Heather) and was given hostile and rude treatment. I am now told that if I want a refund of the May payment I have to find the cancellation form, they do not have their copies of the cancellation form.
I have to send an email to cancel and they won't put anymore payments through, I guess we will see if they do. The treatment I was given surrounding this simple cancellation was appalling and I would advise everyone to not to get a membership at VI Fitness!

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Is VI Fitness Centres legit?

Our verdict: Complaints Board's thorough examination reveals VI Fitness Centres as a legitimate entity with notable strengths. Despite a 20% resolution rate on customer complaints, which invites a closer look, VI Fitness Centres stands out for its commitment to quality and security. Clients considering VI Fitness Centres should delve into its customer service record to gauge compatibility with their expectations.

VI Fitness Centres earns 94% level of Trustworthiness

Perfect Trust Endorsement: VI Fitness Centres achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

Vifitness.ca has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with VI Fitness Centres's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 20% of 0 complaints were resolved.
  • Vifitness.ca to appear inactive or unused, such as technical issues or a temporary shutdown. In any case, if you are having trouble getting a response from the company or recovering your money, it may be wise to take further steps to protect yourself, such as seeking a chargeback from your bank or contacting a relevant consumer protection agency.
  • The website belonging to VI Fitness Centres has a low number of visitors, which could be a red flag for users. However, it's important to conduct additional research to fully evaluate the website's legitimacy and trustworthiness.
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7:51 am EDT
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VI Fitness Centres Their contracts

I am complaining cause they keep stealing money out of my account and wont stop, they wont cancel my 18 month contract i have with them. I am not satisfied i will not go back to vi fitness at all ever! i want them to stop stealing money from my account to pay for something i'm not even using! and i want them to cancel my f***ing membership! They act like they cant cancel my membership when they can, and they wont stop stealing money out of my bank account they had no permission to take money out of my account before and they don't have permission to do so now!

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Update by sab84
Apr 15, 2016 7:53 am EDT

theres a 3 month probation period from what i was told that i could of canceled at any time without having to explain myself and that was not honored at all.

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9:45 pm EDT

VI Fitness Centres Unethical behaviour

I'm very disappointed with VI Fitness. Although the facilities and equipment are nice, it is clear from talking to the staff that they are not all about "making you feel welcomed and supported" as their website says, but rather 100% about roping you in for the money.
When I went to them the first time to ask about options for joining, instead of giving me straightforward answers about the different options, they refused to accept that it was not realistic (financially and lifestyle wise) for me to join with the 1 or 2 year membership. I tried to explain it to them, asking what the cost would be for a "pay as you go" membership and it took about 20 minutes to squeeze it out of them.
I also mentioned that I had seen a promotion on their website that was 20$ for 20 visits, but they acted like they didn't know what I was talking about unless I could bring it up on my phone. I didn't know my way around their website so I wasn't able to show it to them, and they wouldn't help me find it. I ended up paying a drop in fee because I was already there, but when I got home I found it in 2 seconds on the computer.
The next week I called them and asked if they would honor it if I brought in the promotion for the 20$ for 20 visits. They said that it would work and to come in any time.
So today I went in to use the promotion and they asked if I had been there before and I said yes, a couple weeks ago for the drop in, and they said that since I had been in the last year I wasn't allowed to use it. No one had mentioned any thing like this to me on the phone which makes me really mad because I am a University student studying for finals right now and I took a break from studying to go do some exercise, but ended up wasting valuable studying time because the VI fitness staff are not honest.
If VI fitness really cared about their clients they would not make everything about the money. If I have paid ONCE to go to the VI fitness gym and try it out, what is the reasoning behind not letting me use the 20 for 20 promotion? It definitely doesn't hurt them, they have a whole gym full of equipment that's mostly not even being used, and they would gain 20$ and possibly a new member.
I would never recommend VI fitness to anyone because of how money-oriented they are. It's really really sad to see these companies that care so much about money they will walk all over everything else that is important, including the environment (wasting a ton of electricity and energy with their facilities that turn away many people such as myself) and people.
It's really disgusting, and their claim that "At VI Fitness we aim to provide you with the support and encouragement you need to achieve your health and fitness goals! Whether it’s a membership option to fit your lifestyle, extended hours that work with your schedule or simply, a smiling face to greet you as you walk through the door, we have it all!" is completely false, manipulative advertising.

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11:36 pm EST

VI Fitness Centres Billing. Poor customer care

I've been a member of the Nanaimo women's only since it opened. I started personal training in 2015. Signed up the training manager as she had experience wth people with injuries, etc. I have degenerative disc disease and couldn't do certain exercises. After the initial threw month program I chose to sign up for the longest term (18 months I think) to get the best rate and because I was determined to get healthy. I had been off for a couple months due to work commitment and when I went back in October the training was too aggressive for me and I knew I had injured myself. I saw my physiotherapist as I thought it was a pulled hamstring. Turns out I herniated my L5 disc and it is impinging on my S1 root nerve. I ended up in hospital. Have had cortisone epidural, can't work. Am seeing a neurosurgeon etc. My family dr sent a note saying I could not go the gym. I asked to suspend my training payments and my trainer tried to talk to "head office" and all they said was " I had signed a contract". I can't do this anymore. I'm paying for physio, accupuncture, pool therapy, am not working and am getting charges $200 every month till next spring for something I can't use, to no fault of my own. What ever happened to compassion, customer care, decency? If anyone can help with this I would really appreciate it. I would really hope that someone at head office has some compassion and will do what's right here.

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CP@VIFitness
, US
Mar 10, 2016 11:05 am EST
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Hi there,

Thank you for reaching out and voicing your feedback, as it's very important to me to be able to assist any members that are not satisfied, and unhappy with the service that was provided to them, so thank you for allowing us to assist with your situation! I believe Kendra (General Manager) had reached out to you on Tuesday to discuss more about your situation, and potential options. If you require anything further, please feel free to contact myself - thanks for your patience in this matter!

Your in Health & Fitness

Cassandra Phillips
Regional Manager

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7:34 pm EST

VI Fitness Centres Questionable business practices

The following is a review I posted on the Better Business Bureau's website in regards to my recent experience with VI fitness. I would encourage all of you who are experience difficulties to file complaints on the BBB website, even if your issues are not resolved 100% to your satisfaction you are still able to affect their ratings/score with the Better Business Bureau...here it goes:

I filed a complaint with the Better Business Bureau last month. I was a former member of VI fitness and went in a year ago to cancel my contract as I had joined another gym that was cheaper, and closer to where I live. Unfortunately I was convinced into placing my membership on freeze rather than cancelling it. My membership was frozen for 3 months, and then automatically reinstated, to which VI fitness has continued to charge me just under $300. I will admit that I was stupid in signing the freeze and did forget about it. However, upon realizing this past December that I was still being charged I contacted the gym right away and immediately gave notice to cancel my contract. I also requested a refund as I had not used their services in a year. The interactions, or lack thereof in dealing with management has left much to be desired. When I initially called the gym, and explained the situation I found the manager to be unhelpful and condescending. The only thing she would repeat back to me over and over again was that I had signed the contract so that was that, and there nothing she could do to help me. When I gave verbal notice that I wanted to immediately cancel she was more than happy to inform me that I would have to pay a termination fee as well as another month of fees. Feeling quite fed up after this experience I took the liberty of cancelling my credit card so they could not squeeze any more money out of me. Since filing the complaint I have not heard from anyone in management, despite the fact that in their response, they stated they were going to call to see if they could sort things out. I was to find out that this seems to be the norm.
As I investigated further, I have been troubled at the amount of complaints I have found, especially in regards to how VI fitness continues to charge clients after their contracts have been terminated. I would encourage anyone reading this review to read customer experiences found on the BC complains boards’ website. One such post from March of 2013 as told by a former employee tells of being told to “blatantly lie to customers in order to receive their signature”. Once clients are stuck in the contract, they make it dang impossible to get out, and even if they do, charges continue to be made to peoples credit cards and bank accounts.
The same post from March 2013 also tells of an elderly woman who contacted VI fitness and wanted to try a 2 week trial pass – she was looking to do some walking on the treadmill. The day before her appointment, this woman suffered a stroke. When this employee phoned to follow up, the elderly woman told her that she didn’t think she would be able to make it in anymore. The employee was then told by the manager to keep on phoning her, saying something to the effect of “she has had a stroke; she obviously should be going to a gym them!” As a person who works in healthcare, and sees firsthand the devastating effects that a stroke can have on someone I am outraged and horrified! I do not understand how a business can encourage and sponsor such practices – I am disgusted.
In the midst of all this, I find myself scratching my head and pondering “what the heck happened to the spirit of operating a business in integrity, honesty, and good old fashioned customer service?” Is the above mentioned not criminal?
Furthermore, it would seem that further scrutiny and investigation into the questionable and deceptive business practices of VI fitness are warranted for the sake of public interest.

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4:07 pm EST

VI Fitness Centres Gym membership

I've been a repeat customer of VI Fitness for a number of years. I signed a year contract in March 2015. Unfortunately my partner and I have just moved from BC and are in Ontario for the winter due to extenuating circumstance. When I approached VI Fitness to determine the cancelation policy, I was assured that there wouldnt be a problem to simply cancel my membership. All I had to do was bring them a copy of my change of address right before we left. So a few weeks later I went back to the gym with an official bank copy of my change of address, stamped and signed by my bank. Savanna the manager wasnt in so I left it with the front desk and assured them when I was back in town, I'd be getting another membership. I recieved a phone call from Savanna a few days later saying that VI Fitness would not be accepting my change of address. We went down there personally to speak with Savanna and left frustrated, confused and surprised at how difficult it was to cancel a membership that clearly states in their agreement that in the event of a move, cancelling is permitted. In anycase, we moved on December 1st and still had not heard from Savanna as to whether or not VI Fitness would be accepting my bank copy of the change of address after we had explained to her that it would be our only form of proof of our move until we recieved an actual letter at our new address which could have taken months. The next time we spoke to Savanna, we realized not only was the management at VI Fitness not helpfull, but that they hadnt even provided us the correct information the first time we inquired about the cancelation procedure. Instead of having the account closed, I had to wait an additional 30 days and pay for an extra month! Had Savanna explained that the first time I went in and asked her what I had to do to cancel, i would have started the process immediately. Instead I was told the owness was on my to double check the pink copy of my membership agreement to be aware of all their cancelation stipulations. I hadnt even used my membership in three or four months, and over the year had used it only a handful of times. What a scam. Ive been harassed by phone calls repeatedly by Savanna since we started this process and have been told that my membership will not be cancelled as I didnt sign a cancelation agreement with them and that I would have to continue paying for a membership I was geographically unable to use. In response to this idiocracy, I closed my bank account and had to open a new account to stop VI Fitness from automatically withdrawing their bi-weekly fees. I can not express enough my distaste and disgust with that business and their unprofessional manner in which they conduct business. The first time I went in to find out what I had to do to cancel my membership Savanna should have looked at my account, realized I had barely used the membership and hadnt at all in months, and told me to get my paperwork in asap. Not only that, they should have set it up to waive the last months fee knowing full well I wasnt even using the facility. Had they been helpful or AT LEAST honest, I would have left feeling like an appreciated customer and would have considered signing up for a new membership once we returned. Now, I have nothing good to say about any part of that business and after sharing my story, have heard countless others just like it. My advice is so stay away from VI Fitness. As it stands right now, my membership is still open and whatever charges I incur will be sent to collections. What an incompetent and poorly run business. Good luck VI Fitness, you'll never get another cent from me and I'll be sharing my horror story any and every chance I get.

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7:27 am EDT

VI Fitness Centres Wrong doing

I went to VI Fitness bowen and asked receptionist when my 2yr term expires, I was told THIS past July. So i put in cancellation for that date. I had continued to use until last date of access, for the 3rd time I had asked if everything was good to go and no more payments, i had asked for me form to get checked out, manager did not take the time to review my file, she passed it to another staff who authorized my cancellation and said good bye and we will miss you kind of thing. I get a phone call a month later saying "we made a mistake" and that i still had 1yr remaining. THIS WAS NOT MY FAULT?! i have now completely uprooted my life knowing everything was fine and i had no commitments. I am now being held responsible for this mistake on management and staff wrong doing. It is then thrown in my face that it was only a cancellation 'request" are you kidding me?! after my 3 attempts to confirm this was approved and signed off on approval, im told that?! This is exactly why fitness centres have horrible reputation like this one.

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8:47 pm EST

VI Fitness Centres Billing

I signed up with this gym in the summer of 2014 and was told when choosing a membership option that the term contract would be best as it was less expensive and I was told that"if you need to quit you just need to tell the front desk you're moving".
As it is this is not the case! I moved to Kamloops in September 2014 and began the process of trying to cancel my membership. I was then told that I needed to provide valid proof of move, so I sent my change of address form from my university. This was apparently insufficient, however because I do not pay bills or rent (living with family) I had no other immediate proof. I have been harassed by this company since September. I finally was able to provide proof as I sent in a scanned version of a job offer I received (addressed to my Kamloops home) in October 2014. The manager of VI Fitness Victoria, Oak Bay then told me I still had to pay for the months since I first attempted to cancel my membership despite the fact that I had been living in Kamloops this entire time.Upon emailing the general manager she was rude and unhelpful.
DO NOT SIGN ON WITH THIS COMPANY THEY WILL HARASS YOU TO NO END AND SHOW NO RESPECT FOR THEIR MEMBERS.

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12:57 pm EDT
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VI Fitness Centres Billing

I did a full year membership with VI Fitness in Nanaimo, I loved the gym an the staff. I moved home to Ontario for my first summer of the membership and paid the fees all summer while in Ontaio which was fine because when I moved back in September I finished my full year and in January I picked up the months I pai whe in ontario working for the summer. I finished my membership and let them know I was moving home - signed a "grfreeze" paper with the manager but was not told that it would start back up again and payments would be taken out again in April. It was not confirmed with me to take payments out on my credit card and now I have been paying lots of money for a membership in BC when I am living provinces away. As a student I do not have money to be paying for a membership I am not using. I called twice and they said they would look into it and I never got a phone call back. Called back a third time (livid) and was finally able to talk to the manager who I signed the freeze paper with who did not fully clarify what was happening. I was told I could not contact anyone above her. I was you I could not get my money back because I signed the freeze. Their way of dealing with people and contracts is unclear. It's a shame because they are beautiful gyms and I thought the membership was worth the money however I would NEVER go back and I wish they never got my credit card number.

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Nanaimo, CA
Sep 08, 2010 6:37 pm EDT

The way their daycare is run is discusting. They have way too many children for an underpaid, reckless daycare worker. They should be shut down so no children get hurt.

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VI Fitness Centres bad treatment

I USED to be a member of the Gordon Head location, which hosts rude and nasty Staff. I was glared at almost every time I went in to this gym, by a few certain "Trainers". For no reason! Who wants to pay to go to a gym, only to be abused by the staff!?!?!
I also over heard these same "trainers" making fun of other members. Terrible. When I was a member there I heard of tons of people who were being over charged or unable to cancel their memberships even though their contract was up. The turnover of staff here would hit world records. But it seems only the bad apples would stick around. Great business practice.
The moral of this place is disgusting. I would never recommend this gym to anyone.

I have since moved on to another gym where the staff and trainers are respectful and friendly.

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Michaela-VI Fitness
, CA
May 30, 2013 1:48 pm EDT
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Hi Stacy,

My name is Michaela and I am the Regional Manager for the VI Fitness locations in Victoria which includes the Gordon Head location. I read your complaint here and I would love the opportunity to talk to you about it. You can reach me at michaela@vifitness.ca anytime!

Thanks

Michaela

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3:31 pm EDT
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VI Fitness Centres Bad treatment

I USED to be a member of the Gordon Head location, which hosts rude and nasty Staff. I was glared at almost every time I went in to this gym, by a few certain "Trainers". For no reason! Who wants to pay to go to a gym, only to be abused by the staff!?!?!
I also over heard these same "trainers" making fun of other members. Terrible. When I was a member there I heard of tons of people who were being over charged or unable to cancel their memberships even though their contract was up. The turnover of staff here would hit world records. But it seems only the bad apples would stick around. Great business practice.
The moral of this place is disgusting. I would never recommend this gym to anyone.

I have since moved on to another gym where the staff and trainers are respectful and friendly.

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VI Fitness Centres Billing/Cancellation

This is the worst gym EVER! I had a membership many years ago and had a hard time cancelling when I had to move out of town for work. Then I signed up again, am past the one year contract and now can go month to month and they are up to their old tricks. I phoned two months ago to cancel my membership because I no longer live in Courtenay and have a NEWBORN baby at home. They said all I had to do was send an email, they would charge me for one for month and then it would be cancelled. SHOCKER...they didn't cancel it. Talked to SARAH who told me that I can't cancel unless I come in person. I asked her why the previous person said it was OK...she said not her problem and eventually hung up on me after refusing to give me a way to contact head office. Does anyone have an email or phone number for their head office?

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Brenda88
Courtenay, CA
Jul 15, 2013 12:09 am EDT
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The exact thing happened to me there, after I fulfilled my one year contract I cancelled in person, then I moved and found out they were still billing my credit card. I called three times and complained and still they bill my credit card so I got a new credit card number and guess what... Ten months later they are billing my new credit card number. I have emailed them more times than I can count and still they bill me. The moral of this story is don't ever go to VI FITNESS IT IS THE WORST COMPANY EVER AND THEY ARE THIEVES !

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VI Fitness Centres Trying to close account for 3 years

I've been trying to cancel these thiefs now for 3 years
STAY away from these guys, I've had it and I'm going to start buying newpaper ads to warn people
My ex wife only went ONCE and who doesent even live in Campbell River anymore and is incapable of closing the account which I've been paying for (she resides at a Vancouver mental hospital, extended stay)

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5:33 pm EDT
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VI Fitness Centres billing practices

I joined VI Fitness in Courtenay in November of 2011 and have had nothing but problems with them since. At least once a month I received a phone call stating they had not received my payment...which automatically came out of my bank account. After about 3 trips down there with bank statements showing they had indeed taken money out every two weeks, I quit answering their phone calls. Last month I received a collection notice from VI Fitness's accounting department for over $700, stating my account was in arrears and would be sent to a collection agency if I did not pay up. I gathered 8 months worth of bank statements, all of which showed clearly they had taken money out (including an extra $33, which was an accounting error on their part) and went back to the gym yet AGAIN. At this point I informed the manager I was sick of the screwups and wished to cancel my membership. The manager filled out a cancellation request and assured me for about the 10th time she would see the accounting problems were fixed and she would call me back to confirm.

No dice.

After a week without hearing back I went to the bank and discovered not only had my account not been credited the money they "accidently" took out, but another payment had been taken out on top of it. At this point I was livid and went back to VI Fitness AGAIN, only to discover there was a new manager who claimed not to know anything about the situation (which was a lie, since later in the conversation, she suddenly knew a bunch of the details. Huh.), except to inform me the ONLY way I could cancel my contract was if I moved. Oh and the money they took? The cheque is in the mail. I suggested rather loudly that as far as I was concerned they had breeched their end of the contract by screwing up my account for the last 9 months including taking out extra money they were not authorized to take (sorry, that's not an "accounting error"...that's stealing). Also, how is it that they can take money out, but they cannot either put it back in or credit my account?

Today I get a phone call from the VI Fitness manager in Nanaimo (apparently the one here in Courtenay is still traumatized by the verbal butt-chewing I gave her last week and does not want to speak to me lol) who informs me the problem has been fixed. And I do not have any option other than honour my contract. Oh, and my cheque (for the money taken from my account months ago) is in the mail. After 9 months of promising "the problem is fixed", excuse me if I don't believe one word that comes out of your mouth. And seriously, there is no one in your head office I can talk to? If the manager in Nanaimo is the final authority, then how can she not be authorized to cancel a membership?

Moral of the story:

Do NOT let VI Fitness have access to your bank account. Their accounting department is apparently staffed by people who do not know basic math and they see no problem taking money that doesn't belong to them and not give it back. But you can bet they'll have absolutely no problem taking money out that you owe them in a timely fashion. Interestingly, someone at my bank informed me that VI Fitness is notorious for accounting errors and continuing to take money out of your account long after your contract is up

Do NOT sign a contract with VI Fitness. Because unless you move or die, you will not get out of it. Even after they spend 9 months screwing up your bank account, sending you a collection notice for money they have already received, taking money out of your account they are not authorized to take and doing absolutely nothing about it except to give an insincere apology, pretending to have "never heard of such a thing happening before, ever!" and cheerfully informing you you have absolutely no recourse.

Hands down, the absolute worst customer service and shady business practices that seem borderline illegal...I'll be making a point of warning everyone I know NOT to do business with them

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8:54 am EDT
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VI Fitness Centres Failure to close my account

I've spent months trying to cancel my account with VI fitness which has not been a contractual obligation for well over a year. I moved from Nanaimo to Langford and after having a baby no longer had time to use my membership. I contacted the Nanaimo location by phone and was told by that person that they cannot cancel my account over the phone and that I would need to talk to someone in person to do so. I advised that I did not want to drive to Nanaimo just to close my account, and was told I could visit the local branch to do it. In the interim I was billed again. I went into the local branch and tried to cancel my account. Unfortunately (for me) they didn't have access to my account at that branch and I was informed I had to go to the Nanaimo branch. I told the manager there that not only did I not want to go to Nanaimo just to cancel my account, I was told by them that she could cancel it. She said they "need something in writing" but that an email would suffice. I emailed them, and still (2 and a half months later) have never seen a reply. Shortly after the email, I was billed. I called after getting this bill and asked them about my email. The manager said she was miraculously "Just getting to it now" and that my account was already closed. Unfortunately by the time she got to that email I was already subject to a one month penalty? so I had to pay yet another months billing. I was happy to at least have an end in sight. Assuming my account was closed and that the final April payment would be all I would have to tolerate I forgot about it. I then see an NSF charge on my account from VI Fitness, on May 1st. I have difficulty understading how a company can operate under the constraints of the law when they are unable to stop stealing money from people who no longer wish to be clients. If you have the opportunity to avoid giving them access to your bank account, I suggest you do so. You can thank me later.

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DrewR58
Nanaimo, CA
Mar 18, 2013 9:47 pm EDT

I cancelled my VI fitness membership last January or February, 2012, this was after 2 failed attempts to cancel, or so said VI. I went into the club, paid the past dues even though I had cancelled but at that time I was angry and just wanted to be done with them. Was I wrong, today March 18 VI Fitness called telling me there is a problem with my account. It was not cancelled and I owe money. Enough is enough, this is now harassment, looking at the other comments this seems like standard practices for this company.,

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Stacey99
, CA
Sep 11, 2012 5:19 pm EDT
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I joined VI Fitness in Courtenay in November of 2011 and have had nothing but problems with them since. At least once a month I received a phone call stating they had not received my payment...which automatically came out of my bank account. After about 3 trips down there with bank statements showing they had indeed taken money out every two weeks, I quit answering their phone calls. Last month I received a collection notice from VI Fitness's accounting department for over $700, stating my account was in arrears and would be sent to a collection agency if I did not pay up. I gathered 8 months worth of bank statements, all of which showed clearly they had taken money out (including an extra $33, which was an accounting error on their part) and went back to the gym yet AGAIN. At this point I informed the manager I was sick of the screwups and wished to cancel my membership. The manager filled out a cancellation request and assured me for about the 10th time she would see the accounting problems were fixed and she would call me back to confirm.

No dice.

After a week without hearing back I went to the bank and discovered not only had my account not been credited the money they "accidently" took out, but another payment had been taken out on top of it. At this point I was livid and went back to VI Fitness AGAIN, only to discover there was a new manager who claimed not to know anything about the situation (which was a lie, since later in the conversation, she suddenly knew a bunch of the details. Huh.), except to inform me the ONLY way I could cancel my contract was if I moved. Oh and the money they took? The cheque is in the mail. I suggested rather loudly that as far as I was concerned they had breeched their end of the contract by screwing up my account for the last 9 months including taking out extra money they were not authorized to take (sorry, that's not an "accounting error"...that's stealing). Also, how is it that they can take money out, but they cannot either put it back in or credit my account?

Today I get a phone call from the VI Fitness manager in Nanaimo (apparently the one here in Courtenay is still traumatized by the verbal butt-chewing I gave her last week and does not want to speak to me lol) who informs me the problem has been fixed. And I do not have any option other than honour my contract. Oh, and my cheque (for the money taken from my account months ago) is in the mail. After 9 months of promising "the problem is fixed", excuse me if I don't believe one word that comes out of your mouth. And seriously, there is no one in your head office I can talk to? If the manager in Nanaimo is the final authority, then how can she not be authorized to cancel a membership?

Moral of the story:

Do NOT let VI Fitness have access to your bank account. Their accounting department is apparently staffed by people who do not know basic math and they see no problem taking money that doesn't belong to them and not give it back. But you can bet they'll have absolutely no problem taking money out that you owe them in a timely fashion. Interestingly, someone at my bank informed me that VI Fitness is notorious for accounting errors and continuing to take money out of your account long after your contract is up

Do NOT sign a contract with VI Fitness. Because unless you move or die, you will not get out of it. Even after they spend 9 months screwing up your bank account, sending you a collection notice for money they have already received, taking money out of your account they are not authorized to take and doing absolutely nothing about it except to give an insincere apology, pretending to have "never heard of such a thing happening before, ever!" and cheerfully informing you you have absolutely no recourse.

Hands down, the absolute worst customer service and shady business practices that seem borderline illegal...I'll be making a point of warning everyone I know NOT to do business with them

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purple12
Victoria, CA
Aug 18, 2012 10:32 am EDT

If you want to get ripped off and have all your money taken from you for a lousy service i recommend Vi fitness. They will suck you into signing a contract with lots of promises but you will not see any change with loosing weight or actually getting fit, No one, not even you personal trainer will check your progress and give you any advice to get better. I promise you that you are in for a disappointment and they will never cancel your contract no matter what your issue. Be warned

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Nancy N
, US
Jun 28, 2012 1:09 pm EDT
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I am also going thru the same hoops as you did. But I received an email stating that my contract had been cancelled but charges where still billed. I am in the midst of trying to receive a refund. My husband is also a member, he went to the gym and wanted to give them a note in person, but was told to go back between 10-7 and speak to Justin. The contract doesn't state that. an email has been sent to cancel his account, we are waiting to see if they will also charge an additional month. When I spoke to Justin, he told me that they always charge the additional month just incase you change your mind. I will never be part of this fitness club again, and will tell everyone and anyone that is willing to listen to me to stay far away. They are a bunch of thieves.

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RCLO
Campbell River, CA
May 26, 2012 1:36 pm EDT

I have a similiar story in Campbell River. I was foolish enough to give them access to my visa, and paid my first and last months fees, plus a $50 registration fee and a $20 enrolment fee - whatever that is. Anyways, I cancelled my membership towards the end of February, expecting that I would be able to use the facilities in March without any further billing. Wrong. They withdrew money again for March, I complained, they confirmed my account was in fact closed. I was going to let it go, but then they took another months fees for April just to add insult to injury. It's been two months since, and I have been reaffirmed several times by VI Fitness that "my refund cheque is in the mail". Funny how it was so easy for them to use my visa to take money from me, but it is such a complex process, involving mailing cheques, to get my refund. Then, about a week ago, I get a call to tell me that my file was reviewed and that I was inelgible for a refund. So, needless to say I won't ever be going back there, and neither will anyone I know. And I also will not take this lying down. I have never seen such a shady business practice in my life. Do yourself a favour and do not ever give this business your money, and certainly not access to your bank accoutn or visa. They are a joke.

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2:32 am EDT
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VI Fitness Centres billing practices

paid full year contract, gave 30 day notice to cancel membership 40 days before end of contract. Manager Ashley will not respond to any accounting, billing or contract inquiries, will not give further contact information for other managers or head office personel that could help. Does not return phone calls and business continues to try collecting monthly fees without authorization.
Never give this company access to credit cards or banking info!

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Nikki2577
, US
Jun 12, 2016 8:35 pm EDT

I have gone into my local branch 6 to es to cancel. And each time there is no manager! Why can't any staff member deal with this? This is ridiculous. For over a year I have been trying to cancel as the staff is useless and machines never work. I am on a month to month with no commitment and yet I still can't get out! Over 700 dollars I have paid to them for absolutely nothing. No one will return my calls and in fact not one employee has called to check in to see why I stopped going. Not a great way to be in a service role. The staff I did talk to advised me not to put a stop payment on thier withdrawal as my account would be forwarded to collections! I have tried to cancel numerous times! when is enough, enough?

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KristinVic
, CA
Apr 09, 2016 1:15 am EDT

Absolutely agree. I was a member of club fitness for many years. Eventually I moved on and was still paying membership fees, unknowingly (they were paid by a family member). At the same time i was signed up for VI fitness in saanichton. During this time there was a 6 month overlap in billing after VI fitness bought club fitness. I therefore paying two membership fees to the same company. When I realized what was happening, I contacted VI fitness to deal with the problem, and I requested that I be able to maintain my original premium rate (that I was paying as a club fitness member) because it was significantly less than my newer membership. They had me charging this rate to others that were grandfathered in after they bought club fitness, including me. But they actually felt it ethical to deny my request and continue billing me at the higher rate. This company is unethical, and is in now way concerned with anything besides profit. What they clearly fail to realize is that these types of business practices eventually undermine your profit as people become aware of what is actually going on. As mentioned by others - stay away, there are plenty of other options.

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Taylor Westendale
, US
Aug 25, 2015 2:19 pm EDT

VI Fitness has to be the worst gym I've ever gone to (I wouldn't even give them a star but you have to give one for a review) . I signed up on a 18month contract which i felt i was pushed into completely and was told the only ways to cancel my membership was to move 30km away from any VI Fitness or bring in a doctors note stating I can no longer use the facilities. Well here I am now I lost my job due to being in a car accident, I'm still going through physiotherapy and can't afford to pay my membership anymore so when I called to talk to the manager Bre she told me there's no way I could get out of the membership, I've even tried contacting the head manager who apparently says the exact same thing. DO NOT SIGN UP WITH VI FITNESS EVER! Do not want to escalate to a lawyer but seems to be the only possible way.

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Lisa Stackwood
Comox, CA
Apr 04, 2015 11:57 pm EDT
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I applied for a membership at VI Fitness. They asked for a credit card and I didn't have one. They said they would ask and see if it could be processed without one. I received an e mail stating that it couldn't be done. I have at least 3 conversations about this, I have all the e mails on file. One of these conversations I had, I requested that my application be torn up. The staff member told me that this would be done because it had not been submitted yet. A while later I received a phone call from a staff member saying that she wanted to talk about my membership, I told her the story and that I don't have one there. She apologized for the mix up and was very nice. I then get a phone call from the Upper Island Manager stating that my application had been submitted and I have a membership. This happened after I sent her the e mails, she was very rude, condescending and ignorant. She made up every excuse for putting my application in and they started taking money out of my account. I am so angry that I am being treated this way especially when I have the e mails to back up what I say. I have not stepped foot into the gym or will I ever again.

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KevW
Victoria, CA
Mar 13, 2015 1:10 pm EDT

I just tried to cancel my contract in December with VI because I was moving for work. I let them know a month in advance and then had to wait for my next bill in the mail at my new address before I could send that in as "proof of address change" I mailed them bank statements, got the bank to stamp everything and sent them in a bill and showed them my new driver's license with an updated address. Unfortunately this wasnt enough proof for them as a change of address. What more do they want? I ended up arguing with them so long that they finally cancelled my membership, but that wasn't until I paid an extra 3 payments up until February which they REFUSE to refund even though I signed I was moving in December.

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Wakeupp
, CA
Mar 09, 2015 7:11 pm EDT

I will be getting a lawyer involved with my situation... these people don't care because the owners are scammers also ..so that is why they are not giving out any other contacts...I have found out through the grape vine since I know a lot of people in Victoria that the owner of the Gordon head location is also a "dealer" in town...so it makes total sense why the staff including the regional manager wont want to give out the owners name or contact; to give any refunds or cancel memberships. shows a lot when you have a drug dealer running an establishment like this ; most need to be a liars and scammers to make money dealing so it makes total sense why nobody can get anywhere with VI Fitness... after seeing all this negative feed back from people all over the island you would think they would actually try to change their ways... nope ...I will tell people everyday how awful this place is even if I need to go out of my way to do it... and VI Fitness there are so many other companies out there who want to keep their members and make them happy so soon enough your company will be bankrupt if you keep going at this pace. For anyone who is reading this ..Steve Nash is only $20 a month and that is also including classes.. ex yoga and fitness classes.. now that's a legitimate business with a upfront good deal.

%100 un-Happy customer

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Stephanie Lee Rhodes
, CA
Feb 20, 2015 3:34 pm EST

HI Michaela,

I have gotten nowhere trying to resolve this through my gym and have had no luck reaching Ashley who "made this call" so im appealing to you for help.

Just a little back story i have been a member at VI Fitness in Oak Bay Victoria over a year and also did 11 months of personal training there. Until this time I was very happy with my experience with your gyms.

In December my partner was relocated to Alberta and I needed to follow of course. I went through the proper channels to cancel my membership. I left in January and had no mail yet so asked the gym if a copy of my lease agreement would suffice. They said yes so I forwarded that and was told my last payment would be Feb 6th

I was contacted a few weeks later to say that this wasnt proof enough and I would need to send other proof. I then sent my Banks change of address form as well as a picture of a piece of personal mail i had mailed to me from Ontario with the postage and such. I specifically asked Bree the manager at my gym to confirm that with this new information my last payment would still be Feb 6 and she said yes.

I heard nothing after that and a payment was taken out of my account today Feb 20th. Upon calling to enquire i was told they had made an error and that my last payment was 30 days after my "valid"proof so that's why this next payment cameout.

I can't help but feel as though im paying for misinformation given to me by the gym and that i should be refunded this last payment. Had i known the lease agreement wasnt enough right off the bat not weeks later i would have figured out a way to supply more.

Im very upset by this and feel that ive been lied to and now I'm paying for the mistakes of the Oak Bay staff. Id really appreciate that payment refunded to me. I was a loyal member and would like to leave on a good note. Ive been in Alberta nearly two months now and this is ridiculous. Is there anything you can do?

Should i be held responsible for that payment when I followed the instructions given to me by Oak Bay and also was assured my last payment would still be Feb 6 by Bree herself?

Stephanie Rhodes
[protected]

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Tmnh
7211 Kimpata way, CA
Feb 10, 2015 3:52 pm EST

In December VI Fitness had a promotion that if you donated an unwrapped toy you would receive one month free. On the last day of the promotion I dropped off two gifts, one from my husband and the other from me. I gave them our names and mentioned that we were looking forward to our month free.
Looking at January credit card statements I see that we have in fact been billed. I inquired when I was there on the weekend and explained the situation.
Today I recieved a call from the manager wondering why I thought I should get one free month. I explained once again. She said that when I dropped the toys off I needed to tell them that I wanted a free month and also sign a form. I told her that I had mentioned the one month free and that she was behind the desk and listening when I gave the toys to her co worker. I was not offered a form to sign or initial.
I must now initial a form the next time I am in. I have a feeling the paperwork will not be ready or missing.
I would urge any members who donated a toy this past Christmas to check their credit card statements.
I would like to be able to say that this situation surprises me, but I'm sorry to say that I cannot!

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Alixandria
Nanaimo, CA
Jan 14, 2015 11:22 pm EST

I also had issues with VI Fitness billing practices. I cancelled my account after having been told I could with a doctors note. I was also told that I could receive a refund for time I was not allowed to use the gym provided my doctor's note specified a date of injury. I now have a letter on my fridge stating I owe them $776.39 and that they are going to affect my credit rating. Absolutely NO correspondence any time I have called or emailed to solve my issue. I am NOT happy and very disabled and using their gym actually further affected my injury.

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The Rabbit
Nanaimo, CA
Jan 14, 2015 11:13 pm EST

They lost my payments for personal training! My husband went in and paid cash was given a receipt told it was all done next thing I know they are calling .. I owe another 250$!? My 1 year term was done so i canceled and never went back. Still getting calls even though everything was paid.

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VI Fitness Centres - Discrimination and inequality

I brought in a dr. note indicating health issues with my daughter. Health issues which have changes my lifestyle dramatically, including having to take nonpaid leave from work. The local manager (Campbell River) showed empathy, but the regional manager (Nanaimo) said all they could do would be to lower my rate from $45.00 to $20.00. I indicated that thi...

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VI Fitness Centres discrimination

I brought in a dr. note indicating health issues with my daughter. Health issues which have changes my lifestyle dramatically, including having to take nonpaid leave from work. The local manager (Campbell River) showed empathy, but the regional manager (Nanaimo) said all they could do would be to lower my rate from $45.00 to $20.00. I indicated that this was still not good enough as Christmas was coming up and I had three mouths to feed. I was not looking to cancel the membership, just freeze it for a few months then continue on after my daughter was treated and I could return to work. She said she couldn't help me further. I disagree. I believe every situation can be handled uniquely, no matter what the business. I am very disappointed as I used to love this gym, now they are going to receive money I could have used for food or gas to pick up my daughter from the hospital in Victoria:( ANd this is a company that supports local charities, I have been a member since Feb 2009, don't I count?

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Update by Advomom
Dec 04, 2010 6:17 pm EST

Did you not read the part about unforseen health problems which left me unable to work, why don't you try reading the info before judging? I guess you have never had any sort of unforseen health issues happen to your family? I was perfectly capable of managing my money when I was working, but when faced with this issue I had to deplete my savings to cover treatment costs, also I wasn't looking to not be responsible for the money just to defer it by a few months and by the way there is a clause in gym contract to do with doctor's notes. Thx for your completely useless banter.

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JHubbard
Nanaimo, CA
Aug 07, 2013 10:01 pm EDT

Vi fitness is a horrible place to work. They cannot keep their staff manager quit like nothing! Rude staff all they want to do is sell you personal training from their stupid body age scam machine! Don't buy their lies trying to you to pay them the most expensive pt rate in town! Their trainers make 13 an hour and they hound them to sell and make crap comission. It is a rude very bad place to work for the managers and higher end staff are horrible miserable girls who should invest in some make up! Never work for any of the Nanaimo locations I am sure the rest are the same on the island..they also don't pay what they owe you have to contact pay roll to see your money they owe you when you quit and harass them! Only good thing I can say about the place is that they have the best gyms to work out at in town by far i would say best on the island! Byes for now ladies.

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Michaela-VI Fitness
, CA
Jun 08, 2011 6:30 pm EDT
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This is a matter that has been resolved a long time ago. Once we were made aware of the full details of the situation, we resolved the issue by freezing the members account as per their request.
Michaela- Regional Manager
Michaela@vifitness.ca

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gymuser4000
100 Mile House, CA
Dec 10, 2010 10:22 pm EST

I have had a similar experience with this gym. The same person, the same attitude. I am sorry this happened to you and don't let the angry person above get you down.. they don't deserve a response from you.

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VI Fitness Centres contacts

Phone number

+1 (250) 477-9299

Website

www.vifitness.ca

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