ComplaintsforCrunch Fitness Windsor

• Initial Complaint

  03/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Back in April my wife and daughter went to fill out an application for my daughter ****** to join a membership. A few days later my wife got a call from Crunch Fitness stating ****** cannot join because she was too young, only 13 years old. On Thursday September 15, my wife got a call from crunch fitness, they asked for my daughter ******, stating there is an overdue balance in my daughters name for past 5 months. My wife could believe her ears. She asked for manager, manager told my wife they will investigate the situation. We never heard from the manager *** ***** again. I called next day, spoke to employee ****** from Lauzon location. I asked ****** how can my underage daughter have an account open in her name. How's that even possible? I told him I am worried about her credit rating from the missed payments over last 5 months. I asked if I could get a letter from Crunch fitness stating of the serious mistake they had made so I could use it for ******* to dispute the missed payments for ******. He asked for my email, I gave it to him and he said he would send me the letter signed. I have received nothing from him. I have not received an apology from *** ***** the manager, I tried ****** ****** the Operations Manager for Crunch Canada, and no response. It seems as if everyone is ignoring me. *** ***** should have called to tell me how it happened and apologized. It is illegal what has happened to my 13 year old daughter. I dont care that the account is closed and there is no money owing to Crunch Fitness. Im worried about my daughters credit score from the missed payments in her name. What I want is a letter stating the error and mistake from Crunch Fitness in regards to my daughter so that I could bring this to ******* if needed to fux her credit in future. Could you please contact me by email to discuss this situation.

• Initial Complaint

  03/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On September 10 2021 I chose to resume personal training sessions at a gym where I have been a member over 4 years. I resumed what was to be monthly packages of 8 sessions auto billed monthly for $226.00. The first payment was properly billed on September 10 but I was informed by my trainer in October that there were unfunded sessions we had completed and for some reason the auto billing had failed. He asked me to check on my end and to bring my card in next time if that was the case. I did bring in my Mastercard within days and had a staff member attempt payment. Matt ( the staffer) was not sure why it had not already processed. When I checked my statement online, I saw that a payment for $226 went through BUT also a $1130.00 charge was processed for 5X $226.00! I was shocked. My trainer was shocked to see I had over 43 unused sessions. My membership expires November 30 according to the manager ( another surprise since I have been buying annual memberships on my anniversary date on Dec. 30th.) I would like to return to my former regular billing without being bullied by Crunch into a blackmail price to renew my membership to use all these banked sessions.

  Business response

  17/12/2021

  Business Response /* (1000, 5, 2021/11/08) */ Hello, Our apologies for the billing error. Our records indicate that we have already corrected the account. An applicable refund for $678.00 has been applied along with a courtesy 12 month membership. If there is further assistance required please let us know. Thank you. Consumer Response /* (3000, 7, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Without Prejudice: While I am relieved to receive the partial refund of $678--finally on November 9, 2021, I am still fearful that the Crunch Club will charge any card I have on file with them without notice. I am attaching a screen capture of a July 14, 2021 email I received indicating that social distancing must be maintained and not to worry about overdue balances due to all their closures and restrictions due to the pandemic. At no time have they attempted to email me or contact me personally to explain exactly when they expected clients to resume personal training. In fact vaccine passes and capacity limits evolved from September 22 to about mid October without any notice that PT sessions must resume. I resumed PT sessions in optimistic expectation that they were good to go on my own volition. Prior to the pandemic I had regular emails from Crunch reminding me of sessions booked and follow up emails when sessions were cancelled/completed. Those emails are all save and I found them useful. However, they have not resumed since I resumed sessions this Fall. I consider this a communications failure. I need assurances that professionalism will carry the day or I'd like to end my contract and use the many sessions I have pre-funded before the club again brings in restrictions. Also, due to health issues ( as noted when I joined the gym) I cannot sustain intense physical activity with a mask, meaning social distancing was required prior to masking becoming optional inside the gym during exercises. It is impossible to maintain social distancing with a trainer. In conclusion, I am asking for clarity in communication, assurances no random charges to my credit card, and the ability/flexibility to suspend or give notice on my contract at any time without shenanigans from Crunch. Consumer Response /* (3000, 8, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think I already submitted my reasons. I am trying to follow up with file of their July email. Business Response /* (4000, 12, 2021/11/22) */ Hello, With respect to the email notifications, we are currently looking into why this has not resumed. Once the issue has been confirmed we will provide further details. With respect to our mask policy, we follow the posted guidelines and masks are not required during physical exertion. We do not require members to wear a mask while lifting/training etc. You currently have 16 training sessions available to you. If you feel that you are not comfortable training in the club at this time, we would be more than happy to suspend for the next 6 months. This will not affect your sessions in any way. Please see the club for assistance with this. We have ensured that no further training payments will process until you are ready. Once the 16 sessions are used, you can communicate with your trainer to set up more at your convenience. We hope that this has answered all or your questions. Thank you.

• Initial Complaint

  23/09/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Since 2019 I have been charged monthly for my gym membership. I stopped going in November 2019. My membership was supposed to be over in July 2020. I kept getting charged and reached out and they gave me a 5 month credit. After that, I went in August 2021 and cancelled my membership in person. I was told that my 50$ charge would still come out as its annual and I have not cancelled in time (30 days before) for the fee to be waived. I reached out to the manager and told her that I've been in and out of the hospital with my daughter and was unable to cancel in time for the fee to get out, she emailed me back saying my fee was waived. A week ago I got a charge on my account, and a call from crunch saying that my membership is active. All of a sudden they can't find my membership cancellation agreement apparently. They keep trying to charge my account for a membership that I've already cancelled

  Business response

  04/10/2021

  Business Response /* (1000, 5, 2021/09/23) */ Hello, Please note that this membership has been cancelled. Our records show a cancellation request made on Sept 20, 2021. Prior to this request, our records show no previous requests or notes. If the member can provide supporting communications/documentation we will be more than happy to review. Thank you. Consumer Response /* (3000, 7, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is grossly incorrect. On September 20th was when they took out supposedly a monthly payment and I called them and spoke to the manager asking why they took out a payment when I had cancelled august 6th as per my emails. She said she can't wave any payments, and then I directed her back to my email where she had already answered saying all my fees are waived. When I told her that she had already responded to me saying that, she said she would look into it and then never called me back.

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