ComplaintsforCrunch Fort Myers

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 9/7/2021 I walked in the the Crunch in Ft. Myers with an active and fit membership, which allows me to use multiple gyms in the one membership, as of today I continue to pay for that as I travel often, the gym made me sign some paperwork and I went there for about 3 moths as that's how long my contract was. (I am in the Navy, hence the active and fit membership) I provided them with my debit card for drinks purchased at that specific location. Fast forward to last month, I realized that I was being charged a monthly fee that I did not agree to, but it wasn't the same amount every month and it was not every month. When I called corporate they seemed baffled and couldn't find my account, even thought it was the number provided in my bank statement. I had moved numerous times with different nursing Navy contracts and had to call every single gym that I had walked in to to figure out where this charges were coming from. I called the gym 1/7 and told them to cancel this membership as I had not agreed to it and also to give me a refund for charges not approved by me. Not only did they not give me a refund, they also charged me for that month as well, I emailed the manager and she stated in her email that since she wasn't there when this even happened, there wasn't anything she could do for me, even thought I had called to cancel. I already pay a membership with active&fit which in turn pays crunch as well as I travel the country for work.The charges are as follows:Sept 9, 2021 $31.94 Oct 5, 2021 $53.24 Oct 6, 2021 $31.94 Nov 8, 2021 $31.94 Dec 6, 2021 $31.94 Jul 6, 2022 $31.94 Aug 8, 2022 $85.18 Sep 6, 2022 $31.94 Oct 6, 2022 $31.94 Nov 7, 2022 $31.94 Dec 6, 2022 $31.94 Jan 6, 2023 $31.94 This amounts to $457.82 I would like a refund for services already paid for by another membership.

  Business response

  01/23/2023

  In response to ********************** dispute; upon reviewing her membership and account after receiving her email on January 6th, 2023, I had informed her that she had joined for a 1 year Peak Results installment membership type and nothing further states anything different. This membership type means, the member is responsible for paying off the membership in full prior to cancellation/termination of membership. The member is responsible for 12 full months and an annual fee (please see attached membership agreement/contract, member receives this immediately after signup & has access to it at anytime on their account). ****************** did not contact our facility in regards to this until January 4th of 2023 in which she called and followed up with an email 2 days later as previously stated. We put in her request to cancel into her account via a cancellation document (please see attached), she was responsible for one more billing cycle which was January 5th, 2023 and that would conclude her 1 year term and we had set up her account to cancel. I have also attached her invoice history and her current invoices to reflect any and all payment made. She has since disputed the December and January charges and been given a temporary credit from her financial institution, but she is in fact responsible for them as well. All of this was explained to ****************** over the phone initially and through our email communications. She stated she would be reaching out to BBB and she has in fact done so, however, she has done so in a false manner as she is in fact responsible for the membership and all payments allotted. Please reach out with any further questions or concerns on this matter.
  

  Customer response

  01/24/2023

   
  Complaint: 18805673
  
  I am rejecting this response because:

   

  There is an agreement attached to this, however, I did not sign up for anything at crunch because I have an active and fit account that allows me to go to any gym. The agreement attached does not have my signature. Every time I go to a new gym I sign a little waiver and thats it. I did not call before because this charges are coming from my **** of America account, and its very suspicious that the charges were there for a few months, stopped for a few and then re started again.
  
  Sincerely,
  
  *************************

  Business response

  01/27/2023

  In response to ******************:

  It appears the account was created online and *********** otherwise a signature would have taken place and been required. As previously stated, the member has not reached out to our facility until January 4th of 2023 to address this matter, which is well over a year into this membership. No further actions will be taken on this account other than what has already been provided with the members agreement. We understand this may not be the resolve the member is looking for, but with her agreement, she is responsible and in fact responsible for the two charges she has disputed at this point for December and January. Thank you for your time and we look forward to resolving this matter indefinitely.

  Customer response

  01/30/2023

   
  Complaint: 18805673
  
  I am rejecting this response because: I did not do this online? they would have said that from the beginning, when I called the gym to inquire about this charges, the lady said that she couldn't help me because she was not there when it happened, but now all of a sudden, they have all the info, which by the way has not been presented. Also the fact that this was the first time I called is inaccurate, I had called in the past to inquire about those charges, and they were stopped for about 6 months and then re started. Very shady business instead, particularly when this is a big corporation literally taking the money of a singular person. I wonder how many people this happens to. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been disputing my monthly charges $15.60 instead of $10.60 or so for last few months. several times I was at Front desk disputing my charges and left message for Manager to call me. I never received any call back.Following is my log:5/14/22 Spoke with ***** he will notify manager ***** 5/19/22 Spoke w **** , will notify general manager ********** spoke with ***** on 8/12/22 to get a call back about overcharge in my account and mentioned that I will dispute my credit card if I do not get any response. Unfortunately I did not get a call back as of yet.

  Business response

  08/29/2022

  ****** communications with the staff are documented in the file. The Crunch staff has addressed every issue brought forward including the most current concern.
  
  Reviewing the history, the club has never over-changed this member for any of the club services. In fact, since June 2019 this member was under-charged $5 per month. Recently, the system corrected a billing error; credit card paying members were not being charge the processing fee. This was corrected and this member complained stating he was being over-charged which is false. The Crunch staff handled this complaint; changing the payment method from credit card to ACH which prevents the processing fee. This was corrected by the Manager **** on August 12, 2022.
  
  ****** was being charged ***** which is correct for payments with Credit Card. ****** is now being charged ***** due to payment via ACH.
  
  All charges are correct historically and all future invoices are correct. See attached invoice file.
  
  See Attachment/File: invoices.jpg

• Initial Complaint

  04/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was just charged 2 transactions in the same day for Crunch. A charge of $53.74 and $34.19. That is $87.93 in one day!!!!!! I have had my membership for 3 months and have barely used it. This is infuriating. Why am I getting charged so much in one day? For what? I'm not okay with this.

  Business response

  05/13/2022

  Business Response /* (1000, 5, 2022/04/28) */ We have no record of this person as a member at Crunch Ft Myers. We search using the name, email, phone number. But, it would be common for members to be charged the monthly fee ($34) and we do defer the annual fee ($53) which is due 60 days after signup which is what this sounds like. This is all in every members contract. This person would need to go to the club and ask for the GM to explain the charges. At the Ft Myers club the GM is Ryan F., at Bonita club its Sheena K.

*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. ↩