ComplaintsforCrunch Fitness - West Hamilton

• Initial Complaint

  30/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a crunch membership in April of 2023. It was 26.80$ per month. I decided I didn’t want to go to the gym anymore so I went in to cancel my membership. The employee I spoke to about my cancellation told me that it had been cancelled and that I would not be charged anymore money. Since then I have been charged for the next month, another 26.80$ and now an annual fee of 56.80$. I would like a full refund as I feel like I was **** ** *** ****** ****. I spoke to the manager at the location of west hamilton and all he said is there’s nothing he can do about it. I am very disappointed with the customer service I received and would like a full refund of 83.60$

  Business response

  07/06/2023

  Dear member,

  As dictated in your contract, we have a 30 day cancellation policy.  Upon further review of your account a request to cancel your membership was signed on March 29th to which a final payment of $56.44 and $26.80 would be applicable but has not yet been drafted.  Please note that we have gone ahead and cancelled your membership immediately with taking in consideration of a final  payment on March 28th as the 30 day notice and no further payments owing. No refund is applicable.

  Thank you :)

• Initial Complaint

  02/05/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I registered my 15-year-old son, at the time, and myself into the Crunch Gym at east Hamilton, that was last year, they offered us a personal trainer for my son, I paid for 8 classes in advance to see how it worked with him. The coach was constantly failing the appointments and in the end he resigned from the gym in training number 7 of 8 that I paid for. I requested a refund of the class not taken, which they denied, but said that he could take this class with someone else, I told the manager of trainers at the time, ****, that this would not work for us and requested to cancel the personal training for my son. We resummed going to the gym after almost one year ,but we continued paying the monthly membership and now they tell me that I owe $1,300 dollars in personal training because the contract is for "unlimited classes". I don't remember signing for "unlimited training" and it doesn't sound right. They said they sent this "agreement" to my 15year old email, which I of course never received because my son barely checked his email, If that agreement indeed was made, they should've sent it to me, not to a minor. Through all this time, even though they could've made the charges to my credit card, they never did, if they would've made those charges I would've solved this long time before getting a 1300 bill. ** **** *** **** ********* ** *** *** ****** ** they know perfectly well, my son has not taken any of those classes they silently have been puttin on my account. I spoke with the manager and with the current coach manager, and they told me that I have to pay in full or they would send the debt to the collector, and ruin my credit. The point is that they should not have let the non taken clases accumulate, nor send an agreement to the email of a minor. And finally, a contract for "unlimited" payment for anything, sounds more like a "****" than a fair and honest agreement between parties,

  Business response

  09/05/2023

  With regards to this complaint, could we have some more information on who the son was? I can't seem to pull up a ****** *******, however there are a few others but I would need to know specifically who this involved. We've never had a **** as a trainer Manager a this club, so I'm wondering if there's perhaps a mix up regarding which location this happened at? If I could get the son's name that would help. Thank you 

  Customer response

  09/05/2023

  
  Complaint: ********
  
  I have reviewed the response made by the business in reference to complaint ID ********, Answering to their questions: 
  My son Name is ***** ******* *******
  My name, ****** *******.
  At the time i believe the name of the manager was ****, or so... he is a young man not to tall like1.68 mt./cm.
  We are register at the gym located at1685 main St. west #5

  If you need more information, please let me know.
  
  Sincerely,
  
  ****** *******

  Business response

  11/05/2023

  Dear ******,

  Thank you for your email and your concern.  Please note that someone will be in contact with you shortly regarding this issue.

  Thank you

  Customer response

  16/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  As they said, they are going to call me, so I'm waiting for them to contact me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  06/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  February 2022, I had cancelled my membership in person at Crunch Fitness West Hamilton with the front desk employee. In June of 2022 I had come to realize that Crunch was still taking out its monthly fee even though my membership was cancelled. I contacted Crunch Fitness West Hamilton by phone and advised them of these charges. Kelsey the employee that handled the call agreed and notified me she would process a refund for the incorrect charges for $33.72. ******** ** *** ****** ******* **** *** ********* ** ******* ** **** *** ****. This refund was never processed. On top of this, Crunch Fitness continues to apply monthly charges to my account as well as a charge of 56.12 in July 2022 for a total balance of 180.08. I want proof that my membership has been cancelled and a full refund of 180.08.

  Business response

  17/01/2023

  This issue has been resolved, membership has been cancelled and a refund has been issued to the member.

   

  Thank you

  Customer response

  20/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: Even though the Crunch Fitness team admitted their error I was only given a partial refund of $123.32.   I was incorrectly charged for 180.08 as detailed in my original complaint.      
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  31/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went in to change my membership from Hamilton West to another location, as before I came in, I called both the location I want to change to, who told me I have to go to Hamilton West, and I called Hamilton west, who also said I would need to come in here to change this. I drove all the way from Mississauga to this location to get it done. I went in with ample time before closing to get it done, and was met by Mark, who spent 10 minutes talking about how the the other location is lazy so they told me to come here. He said that any location in Canada can change the membership, but it is best to go to the location you want to change to. I told him that is fine, but since I am here I want to change it. He then kept saying they are lazy and I should go there and I told him again, I drove all the way here and don't want any problems there, to just do it and if there are issues there I will handle them. He then started to do the change and then said I can't do it, they are going to ask you to sign stuff there again so do it there. I asked what the issue is then so I can tell the other location, and he got extremely aggressive and tried to intimidate me. He said I am not going to make this change and you need to leave this gym right now. I was trying to have a conversation with him, and he got extremely aggressive *** ********* **** for no reason. * **** ** ****** ** *** ****** ** ****** *** ********* ** ** ***** ** ********* ********* ********* ******** *** *** ****. I have never in my life experienced customer service as terrible as this. When leaving, I asked for his name and he would not tell me. A gym member walking by said mark, so I am not sure if this was his name or not. He has beige hair, and was the only employee closing the gym at 7pm on May 28, 2022. I had my friend with me who wanted to purchase a membership as well but we were never able to get to that as we were told to leave. He no longer would like to purchase one at such terrible facilities.

  Business response

  06/07/2022

  Thank you for reaching out with your concern. We are sorry to hear about the your experience at our club. The manager has been updated and will be addressing the issue with the employee.
  Are you still looking to transfer your membership?
  
  Stay safe!

• Initial Complaint

  02/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I joined Crunch West Hamilton on December 31, 2019 for a one-year basic membership that was paid in full being the amount of $134.41 which would expire on December 31, 2020. When COVID first came to light and the facility was shut down, I was no longer comfortable going to a setting such as this. I wrote a letter and was contacted via email that I would receive a refund. The District Manager is ****** ***** and the owner of Crunch is ******. You will see the multiple email exchanges with both of them. I have ******** documentation that I will receive a refund in the amount of $78.09. Please resolve this issue for me. Thank-you for your time and consideration. Sincerely, *** ******

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2021/12/30) */ Hello, Our apologies for the delay in this process. The refund is confirmed at $78.09 and will be sent to you via e-transfer within the next 7-10 business days. Thank you. Consumer Response /* (2000, 7, 2021/12/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response of being issued the refund but not in the form of an e transfer. I have never done an e transfer in my life and I would like to receive a cheque in the mail at my present address. Thank-you.

• Initial Complaint

  19/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a membership with Crunch Fitness West Hamilton. During the covid shut down, the gym was open and closed many times due to Provincial restrictions on gyms. I phoned in January and requested to cancel my membership. I was told that my contract was for 12 months and I was responsible to pay for the 12 months. I agreed and requested that the gym cancel my membership when the contract was up. The employee said he would do so. In November of 2021, Crunch took out an additional yearly fee for the upcoming year, even though I requested to cancel my membership. They also took payment for November, despite the fact that I requested to cancel my membership in January of 2021. I was informed today, November 17 2021, that I could not cancel a membership that far in advance. I had to cancel it exactly 30 days in advance, and not a day earlier. Otherwise, the cancellation request will be ignored. I explained that since payments were coming out sporadically during the shutdown, I had no idea what day was exactly 30 days in advance of the end of the yearly contract. The manager said it was not his problem. The business model in this gym is to make cancellation very difficult. Phone conversations are not noted on the customer's account. In person conversations are not noted either. Only emails are considered, but you cannot find the email address on the website. There is only a "contact us" online form. I believe this company is is taking advantage of customers by making it exceedingly difficult to cancel a membership. Management does not return phone calls. Employees do not note conversations in the customer's account. If you fill out the online "contact us" form, you will not receive a response. Also, it was not clearly communicated to me that my membership contract which was only a year long would be automatically renewed without informing me, and despite my request to cancel.

  Business response

  07/12/2021

  Business Response /* (1000, 5, 2021/11/25) */ Hello, Please note that cancellations are not accepted over the phone as per the membership terms and conditions. The cancellation request was received on Nov 17, 2021. All cancellations require 30 days notice and any payments that fall within the 30 days are obligated. We do not back date cancellations. Therefore the annual fee processed on Oct 31, 2021 and the Nov 14, 2021 monthly dues were applicable. All of the fees charged are applicable and no refund will be approved unless supporting documentation can be provided to confirm the cancellation was requested from January 2021. As this location was closed due to the Government lock down in January there would have been no one working int he clubs to accept said phone call. Thank you.

*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. ↩