ComplaintsforCrunch Fitness - Waterdown

• Initial Complaint

  19/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a gym membership in September 2022. They had signs advertising $9.99 monthly fees which I think found out was false and the total charge was approximately $20 per month. I paid my membership fee for 13 months total including a maintenance fee for an additional $50 dollars in November of 2022. This maintenance fee was to be charged once a year. Since I was a member for 12 months and decided to cancel my membership, I accepted their 30 day cancellation policy and agreed to pay the October membership fee however they charged me an additional maintenance fee of $50 again early September. I cancelled my card right away so they could not charge me anymore. I spoke to the gym manager today and explained to him that I was fine to settle the membership payment for October but I want a refund for the additional maintenance fee that was charged to my card now twice in less than 12 months. He explained that only the first maintenance fee would be delayed 60 days after I signed up for their membership program but any subsequent maintenance fees would be charged yearly based on the date I signed up. I do want to pay my October membership fee but I want a refund for the yearly maintenance fee that I was charged twice in less than 12 months. The manager *** **** *** ************* *** ******* ** **** **** ** ** ***** ** said the billing department would continue to collect my membership fee for the next 6 months before sending it to collections. *** ********** *** **** *** I want to pay for the service I received and not ** ******* *** additional fees.

  Business response

  02/11/2023

  Dear ******, Thank you for your concern.  As stated on your signed agreement with Crunch a 30 day cancelation is required.  Our records indicate that you requested to cancel your membership on Sept.23/2023 with Oct.5/2023 being your final monthly due owing, which unfortunately has been return due to invalid credit card.  Regarding the annual payment, again our records indicate that the previous annual fee was in fact collected on April 28th/2022.  Due to a rewrite of your agreement the second annual fee was not collected until Sept 5/2023.  With that being said no refund is applicable.

  Customer response

  14/11/2023

  Crunch Fitness has refused to accept my final payment for October's membership fee & close my account.
  
  I visited the club on September 23rd and signed documentation to cancel my membership (********). I was told that the October membership fee would be charged and I would have access to the club until Early November (1 month after my final payment).
  
  My credit card information has since changed due to my credit card expiring in September, and given the circumstances I offered to mail them a cheque or have someone in the area drop off a cheque or cash for October's membership payment. They refused and are insisting on getting my new credit card information in addition to ******* ** extra fees and delaying the closure of my account.
  
  They sent me a copy of the contract I signed - this is not the original contract that was signed on February 27th 2022, it is an amended contract when I changed my membership and downgraded to the BASE membership in September of 2022. **** ******** * **** ** *** ******** ********* **** ******** **** *** ********* ** ***** They have not highlighted the requested information which is what i've asked - I want to see where in their contract is stipulates that they reserve the right to continue a membership after the customer has shown up in person at the club to process the closure of their account.
  
   They need to accept my final payment for October 2023 and terminate my membership since I went into the club to terminate my membership on September 23rd, 2023 (as stated above).
  
  They have also ************ omitted the name of the associate who i've been corresponding with. *** ****** ***** *** ****** *** *** ** **** *** **** ****** ** ***** ** ******* ***** ***** ** ***** * ***** ****** *** ****** **** ** **** ** **** *** ** *****
  
  Thank you,
  ******

• Initial Complaint

  16/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined the Barrie crunch fitness gym on February 2nd, 2023. After months of using the facility, the crunch fitness gym was evicted from their premises on may 26th,2023, with the notice on their door stating their eviction was due to nonpayment. After their eviction in May, I was not contacted by anyone from the gym. However, I was still charged my monthly membership fees on the 1st of June 2023. I was expecting the gym, being a bigger cooperation to settle their fees and resume service within the month so i thought nothing of it until passing there one day i saw members from their hq removing all the equipment and furniture. I went to talk to a rep and was told to reach out to the gym's email. After already attempting to do so several times and making phone calls to several other locations for assistance, I went to my bank to have them put a stop to these payments. The moment their payment did not go through i began to be harassed with emails from the crunch Waterdown accounting team (a no reply email) saying that i owe $41.89 (the monthly fee + a "declined charge"). I reached out and have been reaching out to the waterdown team (since i am now receiving emails from them) however they have been unhelpful and i need this to be resolved before this unfortune situation starts to affect my credit.

  Business response

  21/08/2023

  Thank you for your email.  Please note that your membership has been cancelled effective immediately and a refund request in the amount of $16.89 for June's payment has been submitted. Kindly allow 5-8 business for processing. 

• Initial Complaint

  16/12/2021

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Just prior to the lockdowns in March of 2020 due to covid19 pandemic- I purchased personal training sessions. They were good about putting my account on hold. Some payments continued to come out of my account- but I let it go (assuming membership fees) Around the time we were rolling out of lock downs, i went to see my DR. and due to medical concerns he advised against me attending personal training. I presented the doctors note to the person in charge Matt f. I was told i would not be able to cancel the PT contract, but rather place it on hold- this is a medical condition that will not go away. Since I was not able to use this and they were to place it on hold only & I had sessions paid for and not used- I asked if my Husband could use them. I was told that the PT would be transferred to him. Life circumstances happened with the next lockdown, and my husband canceled his membership. Now the PT sessions payments are still coming out, and I am locked into a contract I can not fulfill for medical reasons. I asked for the contract to be canceled, again told no, they can put it on hold but it only further extends the terms. I asked for it to be put on hold- i was back charged 4 payments in 1 day and then weekly payments kept coming out. I recently asked for it to be on hold again, and this seems to have worked so far. But this does not remove my medical reasons for not being able to work out with a Personal Trainer. Despite having a Doctors note, with legitimate medial reasoning for me to not attend the Personal training sessions they are refusing to cancel the contract and continue to freeze un freeze back charge and so on with payments.

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