ComplaintsforChuze fitness

• Initial Complaint

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ON 01/22 I cancelled membership at Chuze Fitness, ****************. I discovered billing from that gym on 08/23. I contacted management and they acknowledged they had my membership cancelled since 01/22 and they would remedy the issue. They promised a partial refund. No refund was every issued.

  Business response

  04/05/2024

  Hello, 
  
  Thank you for taking the time to contact us. We apologize for any frustrations or inconvenience that has occurred due to this matter. In order to be of *************** and further investigate this matter, we encourage you to contact us at *************************** where our team will be more than happy to be of assistance. 
  
  We hope to hear from you and to resolve this matter. 
  
  Kindly,
  Chuze Fitness 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I've been a member of Chuze for 4 years now. Originally signed up in *********** for a summer and transferred my main gym to ******** after. I recently started coming to a new gym in ****** and am frankly fed up with their wishy washy sometimes rules. I lift my weights, run, then do my yoga in the fake grass area. Maybe my third or fourth time practicing yoga, I had an employee come up to me to tell me you're not allowed to not have shoes on. Even though I was strictly on my yoga mat, wearing yoga socks. Not to mention I've been in the area with numerous other people who were doing some form of exercise with no shoes on, typically in their socks. The issue is that I never see them tell any of these other people they need to put shoes back on. Again, been a member with chuze for 4 years and never once had this issue or problem. I see absolutely no where in this area of the gym that says you must have on shoes for one and two, you either need to enforce rules for everyone ALL the time or leave people the heck alone so they can get in, mind their business and leave. It's honestly ridiculous at this point. I don't know anyone who practices yoga in a stretching area with shoes on. I have literally never been a member at a gym that didn't allow customers to take their shoes off outside of the weights area.

  Business response

  02/22/2024

  Hello ******, 
  
  Thank you for taking the time to contact us. We do apologize for any frustrations or confusion that have stemmed from this matter. It is one of our gym policies that closed toed shoes are required at all times while visiting the facility for safety precautions. However, we do apologize if this has gone amiss at any time or if the approach from our team was anything other than friendly. We will be sure to follow up with the onsite management team to ensure that the teams are upholding all of our policies at all times. 
  
  Again, we do apologize for any frustrations this has caused and we hope your future visits will be more enjoyable. 
  
  Kindly,
  Chuze Fitness  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a membership for myself and childcare for my son when I went there after a ***************************************************************************************************************************************************************** the system and the very rude assistant manager refused to call his manager or do anything else and threatened to call the police if I didnt leave ! I never raised my voice or cursed I have it all on video ! I then spent the whole day trying to call for the district manager ***** with no response even driving across town 30 more minutes with more rude managers! This is supposed to be nice helpful people and the worst experience ever !! All on video ! Yesterday I went to the gym myself until it was supposed to be resolved Monday and was surrounded by about 7 employees and told per ***** district manager I need to leave so so humiliating !! If I dont get a response from the executive branch of corporate I will be forced to get a lawyer for damages , harassment and discrimination!

  Business response

  01/29/2024

  We are sorry to hear of your frustrations, *****. While we can't speak on the exact details of what transpired that led to this, we are sorry that it ultimately caused ** to part ways. We entrust our local and district leadership team that feels this course of action would be best for all parties involved. We do wish you all the best in your future fitness endeavors and we hope youll find another facility that will better meet your needs. 
  
  Kindly,
  Chuze Fitness 
  
  

  Customer response

  01/30/2024

   I am rejecting this response because:
  
  I did nothing wrong, and I was discriminated against because of my disability and my son special-needs there is no acceptance when I paid for child care, and I was there never cursed, never screamed and got refused service that is discrimination, and it needs to be resolved the only resolve is for them to allow me back into the gym with the full apology or I file a lawsuit for discrimination. I cannot except the fact that I did nothing wrong, and I paid, and they refused to let my child in childcare because of a so-called system glitch and the district manager had the nerve to say Shes off on the weekends and has no time for customers and if I waited until Monday I wouldnt of got kicked out but because I demanded to speak to her that was not OK 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First became a member of the Chuze in *************** in 2019. At the time they were only a trailer in the parking lot prior to construction. They were accepting members at the time. I was on Silver Sneakers and was given a Wellness Premier membership as an inducement for joining at that time. Up until now things had not changed but recently I was denied access to the wet areas. Even though I still had a Wellness Premier membership in place I was told by an employee that I would now have to pay an additional monthly amount to use that area. According to their website a Wellness Premier member should have access to the wet areas at no additional charge. I tried to reach out to Chuze on their website but still have not received a reply back. I have yet to receive an explanation back that would explain what is going on with my membership. Until this is resolved I have not returned to that location. As a side note I have a friend who is also on Silver Sneakers who goes to another location in the area. He advised me that he has no such issue.

  Business response

  01/25/2024

  Hello *****,
  I completely understand your frustration. You have been able to access the gym Without truly having an active membership for quite some time. Now that we are reverifying your eligibility we will need to sign you up with our **************** membership pricing. Our Basic membership is completely paid for by your insurance and the Premium and More memberships are still offered at a very discounted price. Please note that the Premium and More Wellness memberships do have an Annual Fee of $49.99 that is charged 45 days after signing up and annually thereafter.
  
  We again apologize for any frustrations that have stemmed from this change. We hope that we can still deliver incredible value to you as a member including amazing amenities, outstanding cleanliness, and world-class service. Please dont hesitate to reach out to us with any additional questions.
  
  Kind regards,
  Chuze Fitness

  Customer response

  01/25/2024

   I am rejecting this response because:

     I don't know where you are getting this information. I have been going to Chuze for the last 5 years without any lapse in membership. I did change

  my Insurance provider which is Humana this month that is how I came to know they needed my new Silver Sneakers number. I first signed up with Chuze in 2019

  under Silver Sneakers with United Healthcare which than transitioned to Renew Active. I had no problem when that occurred. If you took the time to check how many months you have been paid continually you would find that at no time did, I discontinue going to the gym. If you want me to get Silver Sneakers involved than so be it. I think you need to get your facts straight. The fact that you are making something up that is not true is quite disturbing. Please pass this off to a supervisor who can check the record. The record should speak for itself.

  
  

  Business response

  01/26/2024

  Hello *****, 
  
  Thank you for following up with us. We do apologize for any continuing frustrations. We are more than happy to further explain. Your wellness membership only includes access to our Basic membership at this time. While you may have signed ** in 2019, our wellness programs have changed over the years and do not include Premium amenities any longer, however, if you would like to continue accessing these additional amenities, you may do so by signing up at a discounted price. 
  
  We again apologize for any frustrations that have stemmed from this change. Have a wonderful day! 
  
  Kindly,
  Chuze Fitness 
  

  Customer response

  01/26/2024

   I am rejecting this response because:
  
  Sounds like you are backtracking from your original claim that I have not had an active membership for quite some time to now claiming a change was made which I was not made aware of until almost 5 years later. When exactly did that change come about? I am still listed as a **************** membership online when I check my status. Obviously, you change the rules to now fit your explanation. What you collect from my insurance carrier is much above what a person just coming off the street would pay for the same kind of membership I now still have that you will not honor. Your lack of integrity now forces me to go above this level to filing a complaint with the States Attorney General for consumer affairs. The only watchdog left to protect seniors from predatory practices. Before that happens, I suggest you have someone else review my case in its entirety for any legal issues that will impact your operation. I await your response as I gather up my case materials. Being retired I relish being able to get back into the legal system after almost 30 years in an investigative capacity. I'm not doing this for myself anymore since there are other better fitness options available to me, so there is really zero chance I will be returning to Chuze in any case.

  Business response

  01/26/2024

  Hi *****, 

  I will do my best to explain further as this specific issue you are outlining is two-fold. When you joined several years ago, we offered a standard Premium Membership for those qualifying members in which had a wellness plan through SilverSneakers, Prime, Renew Active, & SilverNFIt/ActiveNFit to name a few. Fast forward a few years, we made the business decision to update this process and instead only offer a complimentary Basic Membership for Wellness Members. You, however, remained grandfathered into the old plan at the time because your membership never lapsed. 

  As you mentioned, more recently your wellness benefits changed on your end, and subsequently we were not notified and your membership was not updated in our system. It remained an active membership without us receiving reimbursement from the applicable wellness company. This happens to many members at the start of each year because wellness benefits often renew or reset at this time. For members that don't update this information with us, they automatically get cancelled in our system since we are no longer receiving compensation for the membership.

  As a result, your membership was canceled, and you are now subject to the new wellness plans applicable to your gym. I have attached an image showing the 3 plans available to you. As shown, you may opt for the Basic at no additional monthly cost to you or you may choose one of the upgraded options that incur monthly costs, an annual fee as well as the additional amenities. 

  We again apologize for any frustrations, but hope this has better provided you some clarity on the situation and applicable changes. 

  Kindly, 

  Chuze Fitness

  Customer response

  01/27/2024

   I am rejecting this response because:

  This is very convenient for you since I was still able to access the facility even after you supposedly canceled me out of the system. Sounds like you set up a way to get rid of the older members so you could leverage more revenue. All I can do is file my complaint with the State and Silver Sneakers with the hope that your shady business practices can be brought out in the open. I'm not much of a social media guy but perhaps I should become one. You could have easily brought this to my attention before canceling me out of the system, but you chose to do otherwise and that's on you. I'm big on integrity which obviously Chuze has no grasp of. I'm a happy nonmember at the moment and will remain so. I did reach out to the local management prior to all this but they chose not to get back with me. That's speaks highly of your local customer service as well. Obviously, you can care less about your public image. Interestly enough there are many Chuze members that I befriended over the last 5 years that are watching this with interest. The majority are seniors who I hope will question their membership going forward.

   
  

  
  

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a car accident and wanted to cancel my membership. Was told I had to come in person. I finally went to the business 2 months later and was told I was within a 10 day window so I couldnt cancel my membership until the following month! Is this really legal- the only way to cancel is in person? Then only 20 days of a month?

  Business response

  12/04/2023

  Hello ******, 
  
  Thank you for taking the time to contact us. We apologize for any confusion or inconvenience that has occurred. We offer a few different options to cancel your membership. Such as canceling online via your mobile app, by emailing our team at **************************** or by canceling in person at the gym. Your membership must be in good standing before we will process your cancellation request, and we also require a 10-day notice prior to your billing date to stop the next payment.
  
  If you still need assistance with your account, we encourage you to contact our team at *************************** and our team will be more than happy to assist you. 
  
  Kind regards,
  Chuze Fitness 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The Littleton gym is one of the busiest in the metro area. They have great staff but corporate will not work with them to replace broken equipment that has been down for months, re-upholster pieces, and fix a large whirlpool that has been down for a considerable amount of time. I left 24-hour fitness for Chuze based on their crapy/outdated equipment and lack of cleanliness. The Littleton Facility is starting to remind me of 24-hour and you will undoubtedly lose customers if you don't pay attention to this facility.

  Business response

  10/11/2023

  Hello Ed, 
  
  Thank you for reaching out to us. Please accept our most sincere apologies for not meeting your expectations with regard to getting our equipment fixed in a timely manner. This is not who we are as a company and we understand that we have let you down.
  
  Due to many factors outside of our control such as shipping delays, unavailable parts and more, our repair times have been longer than normal. We assure that our teams are working hard to get all of these amenities fixed in a timely manner. 
  
  We hope your future visits will be better and we look forward to seeing you at the gym soon. 
  
  Kindly,
  Chuze Fitness 
  
  

• Initial Complaint

  10/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had purchased this Gym membership back in 2022 for my partner, I always ensured that there was enough money in my account for the monthly payments to be withdrawn. I lost my job in June/July and there was a balance less than my gym membership within this account. I noticed the first week of August I had 3 charges two for $29.99 and one for $39.99 when I went to the gym and questioned why I was charged this many times they stated that the account was still in default though when I called my ***************** they stated that they had approved all the payments and that I was being charged for each of their attempts which then put me into over drafting my account by $126.98 I was told to speak with ************* which is the bank that manages the account withdrawals, they stated to me that they did not receive any payments they then asked me to send them an email of my bank statement, which I did each of which showed the amount and then showed that CHUZE Fitness was the reason for the over draft fees. They denied my claim and then I asked the gym about the charges and then because of the amount I had paid asked if the account could be cancelled. They stated on 09/08/23 that the membership was cancelled and that the account will be in active and there should no longer be charges on my account. On 10/02/23 and 10/06 CHUZE fitness over drafted my account by $67.99 even though I was told that my member ship was inactive and cancelled in September. I just want to cancel the membership and hopefully receive either some of the funds back as the ************ I bank with approves the payment each time they attempt to withdraw.

  Business response

  10/10/2023

  Hello Lariza, 
  
  Thank you for taking the time to contact us. We apologize for any frustrations that have stemmed from this. Our office would like to further investigate this matter and correct any possible wrongdoing on our part. We are unable to locate the membership with the information provided and we invite you to contact our team at *************************** for further assistance. 
  
  We hope to hear from you. Have a wonderful day! 
  
  Kindly, 
  Chuze Fitness 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  They keep the sound in their theater dangerously high. I have reported it to the front desk and manager on several occasions and restated my concerns in a survey sent to me about a month ago but nothing has changed. I was told their standard practice is to set the k*** to 70 regardless of the noise level this creates. (Note: When I have stopped my workout and gone to the front to complain they have offered to turn the volume down for my visit, so I know they can adjust it if they chose to.) My complaint is that their current protocol puts customers at needless risk for hearing damage/loss. The last two times I have tried to watch a movie, I used a decibel meter to check the volume and got readings into the 110s with an average of low to mid 90s, even though I was standing back near the exit where the sound is the lowest, and the scenes lacked explosions. According to the **** damage to hearing is possible at 95dB after about 50min, at 100dB hearing loss is possible after 15min, at *******dB it's less than 5min, and at 110dB hearing loss is possible in less than 2min. This is a place where people spend long amounts of time (I estimate 20min+) doing cardio and watching the movie, while being subjected to sounds above 110Db; however, even after having this repeatedly pointed out to them, the staff still continues to keep the volume at these unsafe levels.

  Business response

  10/05/2023

  Hi ********, 

  Thank you for bringing this to our attention again. We understand that this can be quite frustrating for you and likely other members as well. This is something that needs adjustment often as each movie plays at different levels. Moving forward, we will be making it our due diligence to ensure the volume is appropriate each day as we know one level might work one day, but could potentially be too high for another movie the next day. 

  Thank you again for bringing this up to us and we look forward to seeing you back in the gym again soon!

  Kindly,

  Chuze Fitness

• Initial Complaint

  09/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a member of CHUZE in ******. My complaint is about machines (treadmills) always down or not functioning properly. Its been twice that Im in the middle of a run a treadmill just shuts off, this is an injury prone to happen. The club does charge a maintenance charge which is why I dont understand why machines never work.

  Business response

  09/15/2023

  Hello, 
  
  Thank you for reaching out to us. Please accept our most sincere apologies for not meeting your expectations with regard to getting our equipment fixed in a timely manner. This is not who we are as a company and we understand that we have let you down.
  
  We are happy to report that we have recently increased our maintenance department company-wide and we look forward to remedying the issues you mentioned as soon as possible.
  
  Thank you again for your feedback and we look forward to seeing you soon in the club!
  
  

• Initial Complaint

  03/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I submitted a request in writing to cancel my Chuze Fitness account in February 2021. My bank account continued to be charged the monthly and annual referral fees. I went in to the gym located in ********** ** and spoke to the front desk employees. I was told that I would receive a refund and the withdrawals would cease. This was one year ago in Feb. 2022. They confirmed that my membership was canceled in Feb. 2021 as a result of my written request. Two years later my account is still being debited monthly and the rates have gone up. I am now owed over $500. Please help me get this resolved.

  Business response

  03/06/2023

  Hello Marianne, 

  
  

  We are sorry to hear of your frustration and we apologize for any inconvenience that this may cause. We ask that you reach out to us directly at ********************* so that we can properly review your account and ensure that you are no longer billed.  

  
  

  We hope to hear from you soon. 

  
  

  Kind regards, 

  
  

  Chuze Fitness

  Member Services 

*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. ↩