Complaints

This profile includes complaints for Chuze Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Chuze Fitness

  1233 Camino Del Rio S # 350 San Diego, CA 92108-3577

• 

  Chuze Fitness

  409 W Felicita Ave Escondido, CA 92025-6517

• 

  Chuze Fitness

  9851 Walker St Cypress, CA 90630-3826

• 

  Chuze Fitness

  1030 3rd Ave Chula Vista, CA 91911

• 

  Chuze Fitness

  455 Santa Fe Dr Encinitas, CA 92024

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is regarding the *************** location. I filed a complaint through them but they don't seem to care and havent offered any resolution for the issue so I am hoping the corporate office can step in and help out:I joined Chuze Fitness in December 2024, and since day one, I have repeatedly voiced concerns about broken or derelict gym equipment. Despite my ongoing complaints to front desk staff and other team members over the past five months, nothing has been meaningfully resolved. Several pieces of equipment, including spin bikes, treadmills, and the incline bench, have remained defective or in poor condition. While staff at the front desk often express concern, it appears to be just lip service. For example, the maintenance technician, *******, recently claimed the spin bikes were fixed, but twice since then, my workouts were interrupted when the bikes abruptly shut down mid-session. The gym has not made any noticeable effort to properly repair or replace this faulty equipment. Additionally, they do not mark machines as "Out of Order," which misleads both current and prospective members and could result in safety hazards for anyone using these machines unknowingly. I believe this lack of action is not only unsafe but also deceptive. I am paying monthly dues for a facility that is not maintaining its equipment or providing the quality of service advertised. I feel misled and increasingly frustrated by what seems to be a lack of accountability. At this point, I am requesting the following: Immediate attention to and repair of broken equipment. Honest labeling of machines that are unsafe or not working. A good faith reimbursement or credit for the months Ive had to work around these issues. I hope this complaint prompts real action. I am also submitting this complaint in the interest of protecting other gym members and potential customers. Sincerely, ****** ****** **********

  Business Response

  Date: 04/24/2025

  Hello BBB, 

  This is a duplicate. This member submitted this already and our response is attached to complaint ID#: ********.

  Is there a reason this was submitted twice or was this a mistake? If needed, we can copy/paste our original response here since it is exactly the same. 

  Please let us know how to proceed.

  Kindly,

  Chuze Fitness

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner and I, had checked in and we realized that we forgot something at home. We walked to the front and explained to **** that we would be right back we forgot something. I asked **** if we had to check back in and she said, if its less than 10min you are ok you dont have too so we left and on our return there was no team member in the front desk and we walked in, Destiney was in the sauna area and seen us walk in and said you need to check in I walked over to her and said that we had spoken to **** and she said well she is not here now. So we went to scan in ******** this point I thought the misunderstanding was over, but I was wrong because I went to the front desk to ask for ankle straps and ******** was there, I asked her if I could please borrow the ankle straps and she looks at me in a mad ******* manner and turned around and she gave me the straps and I said thank you and she walked away.I obviously was really bewildered and confused at why I was being treated this way. We finished our work out and proceeded to try to clear the air with ********. What happened next was so frustrating and scary that I almost called the San Diego Sheriffs to preserve the peace and obtain an incident report. I felt that ************* I was trying to clear the air with Destiny she cut me off and I said please let me finish. I explained to her that when she leaves this Chuze Fitness shes a regular customer just like me and she would not like to be treated that way at a target or a *******. ******** literally said I really dont care I was in shock I said to her that this was a really immature response. I asked **** for a phone number or email to make a complaint and she told me she didnt have a way of providing that information. **** unfortunately I perceived was taking Destiny side, which was not appropriate to do.I was so disappointed with the level of service that I called the Chuze in ************** and spoke to ********, which was really nice.

  Business Response

  Date: 03/06/2025

  Hello *****,
  
  Thank you for taking the time to share your feedback and leave us a review.  We are sorry to hear about your recent experience. 
  
  We are sorry to learn about your disappointment with our customer service. Providing exceptional service is at the heart of what we aim to achieve,and its disheartening to know that your recent experience did not meet those standards.  We want to assure you that we take your concerns seriously and we will be reaching out to our onsite team to discuss this matter further and ensure it is addressed appropriately. 
  
  Thank you once again for bringing this to our attention.  Your insights are invaluable to us as we strive to improve and provide the best possible experience for all customers.    
  
  Kindest Regards,
  Chuze Fitness

• Initial Complaint

  Date:02/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a membership in May of 2023 for my local CHUZE fitness. Due to the way their membership works, I signed up for a "12 month Commitment". This is an extremely shady way of making people think they are signing up for a 1 year membership. I thought I was done after the 12 months, however they auto renewed this without any email alerts.Thinking I had a 1 year membership that just ended I signed up for a new membership under THE SAME last name, email, billing information, and phone number. At this point i was getting unknowingly charged for 2 accounts under same information.When I went to cancel my membership I was asked for my phone number. Both accounts are under the same phone number yet I was not asked "Which membership would you like to cancel". This is fraudulent and misleading and led to me being continuously charged for an account that i was unaware was open.Because of their actions, I was fraudulently charged around $250

  Business Response

  Date: 02/24/2025

  Hi ******, 

  Thank you for contacting us. We apologize for any confusion with our membership offerings. The 12 month commitment refers to how long you are committed to the term. After that, it rolls over to become month to month until you wish to cancel it. This is outlined in our membership agreement, but we definitely understand there a lot of details to have to remember. 

  As you said, this confusion led you to creating a duplicate membership later on in which you should not be responsible. We can confirm this is correct and we will honor your request for a refund for this extra membership. You will see the refund in two separate payments since one is the $27.99 start up fee and the remainder was from an autodraft. The $27.99 will reflect back onto your card within 3-5 business days and the larger sum of auto draft payments will reflect within 2-3 weeks back into your checking account. 

  We're glad we were able to resolve this for you and we wish you all the best. 

  Kindly,

  Chuze Fitness

  Customer Answer

  Date: 02/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After numerous of attempts of emails and surveys, I have finally decided to reach out to the BBB. At the ******* location, the quality of this place has diminished every single year in the past five years, after reopening from the pandemic yeah. I have written to them countless times of the health hazards and unkept conditions they continue to operate business in. Sanitize stations are continuously empty that theres no towelettes to wipe down your bench and or wipe down the sweat of the previous person that walked away from it. ***** limited to almost 1 shower out of 5 stalls in both womens and men's on a weekly basis at this point. Theres people taking the ************ into circuit training/trap set areas leaving the ************ empty. Currently, corporate has chosen to use one of the busiest times of the year with all the newfound members to kick off the new year to shut down the theater during normal operating hours that we are paying for, therefore limiting to the stationaries on the floor, in which are all being used since five of them are tagged out of order. I spoke to the manager last night and all he could do was agree with me that it was horrible timing and he has no completion date. I asked when the showers and the broken equipment on the floor would be fixed, he had no date or clue about that as well. These are the things that are unacceptable to consumers that are paying monthly for these services. Along with the sauna that is out 12 weeks out of the month, including the Jacuzzi down at least 12 times a month. With that being said, this is the worse staff I have experienced in the past ************************************************************************************* charge of and could barely even finish a sentence without having to grab another employee to answer something and or give the same answer of, we will have to look into that. As stated previously, these complaints have been sent to corporate for the past two years.

  Business Response

  Date: 02/13/2025

  Hi ***,
  
  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. We can completely empathize with your frustration.
  In terms of getting equipment fixed, there are many factors at play both in and out of our control. Materials and equipment can have delays and interruptions in arrival causing a shift in timelines. Suppliers can additionally make mistakes and not fulfill the order properly and/or miss certain components. The Construction Teams can get sick or go on vacation during part of the time period. Permits, approvals, inspections can be very dependent on the person, city, and scheduling of their availability. As a result of the aforementioned hiccups, our turnaround times can be negatively impacted.
  Whats in our control is our onsite teams ability to submit a work order for down equipment and following up on the work order if something is taking longer than expected, so that we can provide our members with a more accurate ETA. Additionally, our ability to deliver Chuze Kindness to our members will continue and we appreciate your understanding as we navigate this. 
  
  We hope to continue improving upon your future visits. 
  
  Kindly,
  Chuze Fitness 
  
  

  Customer Answer

  Date: 02/13/2025

  I reject this response as I was not asking for a construction schedule. Im a building inspector and very aware of construction schedules, challenges on product availability, and especially dealing with permits within the city. I personally know the Building Official for ******** the city in regards to your current chosen time of construction. The most alarming part of your response is the clear disregard and ignored clear complaint of current health hazards within this facility. I may just now have to contact the county ************ next since this is the response that is given. It is clear that 2025 is a numbers year for corporate, it clearly shows as Chuze was once a reputable CLEAN gym. 

  Business Response

  Date: 02/14/2025

  Hello, 
  
  Thank you for further explaining. Safety and cleanliness are our top priorities at Chuze and we take matters such as these very seriously. In order to further address this with the onsite teams, we encourage you to contact us at *************************** to further elaborate as we are unable to locate any prior communication with our corporate office. 
  
  We hope to hear from you soon. 
  
  Kindly,
  Chuze Fitness 

  Customer Answer

  Date: 02/19/2025

  I felt I made my point clear in my first message about the lack of hygiene at the facility. You over read and or decided to ignore it and not address it in your first response. You might want to read the entire message before replying. I was the administrator for five years at my previous company for our Better Business Bureau account and its actually embarrassing to read your response. Its a reflection on your company and how things operate at Chuze. The fact that you said there is no record and that you checked is a blatant lie. For you to ask me to contact that email address is a complete joke considering that is the email address I have reached out to as given on your corporate website. Chuze shouldve stopped opening up more locations as they cannot afford to compete with the bigger corporate gyms. It will be easier to just now cancel our membership and go to a gym that values hygiene and working equipment.

• Initial Complaint

  Date:01/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Difficulty Cancelling Membership and Inconsistent Policies at Chuze Fitness (Winrock Location)I am writing to file a complaint against Chuze Fitness regarding an ongoing issue I had with canceling my membership. When I initially signed up over a year ago, I was informed by the representative that after my one-year contract expired, I could cancel my membership at any time without incurring any additional fees.However, when I tried to cancel my membership in person at the Winrock location in ***********, **, I was told that I could only cancel online. After following the instructions and sending an email requesting cancellation, I received a survey on my experience and assumed that the cancellation was ************ my surprise, my wife and I were charged the following month for our memberships. When I contacted Chuze Fitness about the charges, I was told that they now had a 10-day cancellation policy, which was never communicated to me at the time of my sign-up or during the cancellation process.Furthermore, when I called the gym to inquire about the emails I sent to cancel my membership, the staff claimed they had not received any communication from me or my wife. When I spoke with the general manager, ******, at the ******* location, I informed them that I had copies of the emails. After reviewing them, ****** confirmed that they had found the emails and attached them to my account, suggesting that even though I may have given the required notice, my cancellation request might not have been processed properly due to issues with email documentation.I am requesting a refund for the last months charges, as I no longer wish to use the gym. I find it troubling that I was not properly informed about the cancellation policy at the time of sign-up and that the process to cancel was unnecessarily complicated. I would appreciate your assistance in resolving this matter.Thank you for your attention to this issue.

  Business Response

  Date: 01/30/2025

  Hello ******, 
  
  Thank you for taking the time to contact us. We apologize for any inconvenience or confusion that has occurred. Upon reviewing your account, we can confirm that your request to cancel your memberships was received and the cancellations were processed. In terms of why you were billed after your cancellation request was submitted, as outlined in your terms and conditions, we require a minimum of 10 days advanced notice in order to prevent any future charges from being drafted. We regret if there was any confusion regarding this. 
  
  We try our best to ensure that members are aware of this by going over it at the time of signing up, having it on our agreement verbiage, and by having you sign the terms and conditions. 
  
  We can confirm that your memberships have been canceled. Please let us know if we can be of further assistance. We wish you the very best. 
  
  Kindly,
  Chuze Fitness 

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Chuze over a year ago to cancel my subscription and they are STILL charging me a year later. You can't even call anymore to cancel your service. No phone tree option even allows you to speak to someone. I want my service cancelled and a refund for the entire year. If you check your records, I have not even come to this gym since I tried cancelling.

  Business Response

  Date: 12/12/2024

  Hello ******, 
  
  Thank you for taking the time to contact us. First and foremost, we apologize for any confusion or inconvenience that has occurred. We do offer the option to cancel online through our billing partner at ***************** , our Chuze Fitness mobile app, emailing our team at **************************** or by stopping in person. We apologize if none of these options have been convenient. 
  
  We are more than happy to further investigate this matter and correct any possible wrongdoing. We encourage you to email our team at *************************** in order for this matter to be further addressed. 
  
  We hope to hear from you. 
  
  Kindly,
  Chuze Fitness 

  Customer Answer

  Date: 12/12/2024

  Chuze,

  Thank you for the reply. I would prefer to handle the refund outcome through the BBB app. However, I did email ************************************************* to cancel. If needed, I can call my phone company for proof that I called over a year ago and cancelled. But unfortunately I cannot trust to take your word that my membership is indeed canceled. From a customer perspective, it feels like you forgot to cancel in the hopes you could squeeze some extra months out of me. 

  Business Response

  Date: 12/13/2024

  Hello ******, 
  
  Thank you for following up with us. Upon reviewing your membership, we do not have any record of a cancellation of your membership. While we do not accept phone cancellations as a form of proper cancellation, we do accept cancellations completed through email, our mobile app, and online through our billing portal. 
  
  While we are unable to take any actions on your account through this method, if you contact our team at *************************** we will be more than happy to further assist you with this request. 
  
  We hope to hear from you. 
  
  Kind regards,
  Chuze Fitness 

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to the closing of the Chuze *****************, **. I cancelled my membership on July 19, 2024. It was made clear to me that any amount from my annual membership will be reimbursed soon. I waited for a few weeks, made follow up calls between July and December 2024 and yet I have not received anything. I was told that I was on the list of members to be sent a check through the mail, waited but never received any. They promised to call or email but they never did. The last call I made was on December 5, 2024. I spoke with the manager at *** ******* branch and promised to have the *******************. I have been waiting for the refund since I cancelled my membership. All I want is a refund of my money. This is very disappointing as I have made so many calls and yet they keep on saying the same thing. It has been 5 months already. I need my refund ASAP.

  Business Response

  Date: 12/12/2024

  Hello *******, 
  
  Thank you for taking the time to contact us. We apologize for any confusion that has occurred. We would like to further investigate this matter and we encourage you to email our team at *************************** where we can look into this further and correct any possible wrongdoing. 
  
  We hope to hear from you. 
  
  Kindly,
  Chuze Fitness 

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried to get out of a contract with them 12 days after signing because they failed to inform me on key rules and procedures at the gym. Was denied. Fine. Finishing my membership up and called in to corporate (the number they instructed me to call) spoke to a man there, and explained that I didn't want to renew my membership. He said that he would take care of that. Next month comes, and I'm charged again. Call in to get a refund and denied. Now way for me to get my money after I followed they procedure. Now I have to go in or cancel online. Guess what. There isn't anywhere to cancel on the website. Terrible company. They handle ppl anyway they want to once you sign the paper. S***** ppl that will tell you anything to get you signed up. Lie right to your face.

  Business Response

  Date: 11/11/2024

  Hi *****, 

  We apologize for any frustration or difficulty with cancelling your membership. I located your account and can verify that you cancelled online today. As a result, no further charges will draft out from your account. Your final invoice billed yesterday. We wish you all the best in your future fitness related endeavors. 

  Kindly,

  ******** Powered by Chuze

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went for a free trial and was charged for a full year membership. I went to the gym 1 time and it was supposed to a trial. I have since moved away from ************ and I have called them and tried to talk to them about it but I get no where with them. This did happen over a year ago but I just recently found out they have charged $670.00 on my credit report and I am being hounded by a debt collector over this.

  Business Response

  Date: 10/29/2024

  Hello *******,

  We apologize for any frustrations that have stemmed from this.  Upon reviewing your membership, we see that the account was internally closed with Baileys Gym for nonpayment, and eventually transferred to our outside collection agency, **********

  Since the acquisition with Chuze Fitness, we are happy to review each account case by case.  We spoke with MG Credit, and they have agreed to remove your account from their collections records.  They have confirmed to have an updated address for you, and therefore you will be receiving a confirmation within the next 30 days.

  We again apologize for any inconvenience that this may have caused you. We wish you all the best!

  Kindly,

  ******** Powered by Chuze Fitness

  Customer Answer

  Date: 10/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:10/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are charging me a past account due of 200$$ from September 2023

  Business Response

  Date: 10/15/2024

  Hi *******,

  Thank you for stopping by the gym today. We see you attempted to enter as a guest. Unfortunately, we can not accommodate guests that have a past due balance in our system. As the team mentioned today, you can pay off the balance in full to cancel in good standing or you can pay the $50 recovery fee to reactivate your membership. 

  Please let us know if you have any further questions or if we can provide any further assistance. We'd love to have you back!

  Thank you and have a great day!

  Kindly,

  Chuze Fitness