ComplaintsforCrunch Fitness - Orillia

• Initial Complaint

  25/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been a member of Crunch Fitness Orillia for several years. I purchased a personal training package before COVID, I was told at the time that the training would never expire within a certain time frame, it was also transferable or if necessary refundable. I was able to utilize a few of the sessions but then COVID hit, the gym was closed for quite some time. ** *** **** ******* ****** ****** ****, It was difficult to get training put in place due to the new restrictions and I was always assured that the sessions were there waiting once I was ready or again transferable or refundable. I kept my membership going for quite some time paying my monthly fee but I could not get back due to my new work schedule and their trainers availability. I called in May 2023 and spoke to ****. He looked up my information and he said that I absolutely had $600.00 of unused training and that I could absolutely get a full refund for that amount. He took all of my information and said he would input everything and get my refund requested for me right away. This is now almost the end of July. **** is the manager there, I have had to call several times.. each time he replies “ oh I thought you would have received it by now”! He then promises to get right back to me as he will look into it right away.. then of course I hear nothing. The last time he spoke he said he wasn’t getting a response so he was going to talk to an area representative. Again I’ve heard nothing and still no money. I have tried to call their several times and now they don’t answer the phone anymore and you cannot leave a voicemail, I’m sure that they wouldn’t respond anyway. I want my money credited back to my credit card that I was promised. **** *** *** ******** ** ****** *** it’s not fair that their doors can remain open operating this way.

• Initial Complaint

  11/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was assured that my account had been cancaled and that no move payments would be processed as I had cancaled 31 days om advance If any charges were processed to phone or come see them. Fast forward to the 7th I've been charged 56.44 the matiance fee not a monthly fee and I spoke to the manager about it. After an argument that went on for 10 mins despite his staffs promises prior and him saying no he couldn't refund it he finally apologized and agreed on wasn't right and that he would process the request. No email has been received, no info has been received I keep calling and agents tell me iam going to be called back and I did try the email twice with no answers.

  Business response

  12/05/2022

  Hello,
  
  Our apologies for the delay in this refund.
  The refund for the annual fee has been approved and submitted for processing. You should have this back to your account within the next 5-10 business days.
  
  Again our apologies for the delay.
  Thank you.

• Initial Complaint

  26/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So I had a gym membership with this crunch location and all in all it was great! But unfortunately when everything closed down I wasn't vaccinated and gyms were only allowing people with proof of vaccination. So I emailed and called on December 31st 2020 and cancelled my membership, for months after that I was still have money taken out of my bank account so I contacted them and the manager emailed me on march 11th 2021 and sent me a refund request form where he signed that states they are going to refund me $130.84. Like I said this was in March 2021 and the form does say it takes 4-6 weeks so I waited 2 months and started calling and asking for a manger and apparently they switched management and every time he says he will look into it and can see that it does say that and the refund request is there but he has to wait on head office but he will get back to me and I have never got a phone call or email regarding my concern and my refund and when I ask for some way to contact "head office" they than tell me they have no idea how to get ahold of them.

  Business response

  05/05/2022

  Hello,
  
  Our apologies for the delay in this process. We have reviewed the account and the refund for $130.84 is approved and submitted to our processor to have returned ASAP.
  
  Please allow 10-14 business days for this return to be fully deposited back into the account from which it was originally withdrawn.
  
  Again our apologies that this was missed.
  We thank you for your patience and understanding.
  

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