ComplaintsforCrunch Fitness

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On August 26th I went to Crunch fitness intending to use my free 3 day pass but because i had no ID they said the only way to use the gym was to sign up for a membership, I was told that the membership was available to cancel anytime at any location and that it was just a 1 cent charge and a $10 charge for something called kick off. This morning I was charged $19.36 for a hidden fee i know nothing about. I was told that after the cent i get a free 30 days. ive tried to cancel and im now being told that i can only cancel after 90 days.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed up for a gym membership at Crunch Fitness on April 2, 2024. However,due to medical circumstances, I decided to cancel my membership and wait until after my medical procedure. I explained this to the representative at the time of signing up, mentioning that I have a procedure coming up but would like to sign up for membership to get some exercise in, thinking this would help my body heal better and faster after the surgery. After careful thought, I decided that it may cause more problems. So, on April 5, 2024, I went back to Crunch Fitness to let the representative know that I changed my mind and would like to cancel my membership and wait until after I recover from the surgery. She advised me to speak with a manager because the 3-day cancellation period had expired on April 4. The manager, who was aware of the situation, left while I was there disputing the cancellation. I sent an email with the request to cancel on April 5, 2024, but still have not heard from anyone at Crunch Fitness, and my card has been billed. According to Florida Statutes,specifically Section ******* regarding health studio services contracts, I understand that I have the right to cancel a purchase within three days of the purchase date. This three-day period starts the day after the purchase, not the day of the purchase.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had opened a membership with crunch fitness and a few months after I requested to go on freeze because I was on active leave. Three months later when I got note that the freeze was up, I called and spoke with a male worker on the phone and requested my account be cancelled because I would not be around any branch locations for the next year. I told him that I could not step into a location to sign any document. He told me that he can waive that and get it overrided by a manager and that it will get cancelled the following business day. After I thought all of this was taken care of months later without any emails, texts, phone calls, I got a collection letter from my bank saying that I got sent to collections for failure of payment. On my end Im thinking my account is cancelled and nobody bothered to call me or tell me otherwise or even make me aware that I had a payment. So Im thinking my account is closed and Im just getting news that it is not and not only that but the operations manager told me there was no notes left either. This is completely ridiculous and unprofessional.

  Customer response

  12/20/2023

  I have been waiting 3 weeks for a response. Im really trying to not take legal action here. 

• Initial Complaint

  05/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I started a membership back in May of 2022. I travelled to Europe for soccer trials. I ended up being contracted while on trial. I have been trying to cancel the membership ever since. Every time I was being told that I had to be present. My mother went for me and couldn't cancel because it had to be. I explained that it was impossible for me to come back from Europe just to cancel but they would not help me. In March 2023, I received a call from crunch stating that my account would be placed for collections (it already was they did not tell me) they gave a phone number to call. My mom called for me, they gave her an email to request the cancellation. I emailed immediately. However, the account was already in collection so they did nothing about it. I have been calling for months and not once did they give me the option to email. On May 26 2023 my mother and brother went back to the Greenacres branch. The manager on duty told my mom that my only options was to pay or they would put it against my credit. Or if my mom wanted to open another membership they would wave the late fees and allow me to pay to cancel. I do not understand why I have to pay for times that I was not physically present especially when I tried to cancel the membership multiple times to no avail. I am 22 years old. I have excellent credit because I always try to do the right thing. I think it is really malicious to threaten a customer with their credit even when they tried to do the right thing. I can and will provide proof that I am out of the country upon request, I do not want to upload pictures of my passport and visas.. Thank you,

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went into crunch fitness to find out when my membership needed to be canceled before getting charged again. I was told what date and set a calendar reminder to go in and cancel. When I went in to cancel I was told that it was the incorrect date and that I would be charged. I gave them all the information I could about the previous information I was told. Another gentleman went in, put in a cancellation and sent me a confirmation. Days later I was changed by crunch fitness. I called into crunch to get it taken cared off. 1 week later I still have no been refunded. Based of reviews I see that this is pretty common with them.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  If I could give this gym negative 0 star I WOULD!! I advise you to NOT sign up with Crunch and DONT you dare sign up with the corporate account ?????? they tell you a cute speech and then you get bombarded with A LOT of unexpected charges and Im talking about thousands of dollars before you can even cancel and they obligate you to stay in the contract. I tried cancelling many times and supposedly after they cancelled and signed me up to a regular membership then I got another charge. PLUS theres never parking, extremely crowded, people use the machines while texting, a bunch of high school kids, theres NO ONE putting order in there, a gym member VAPING while he works out!! Like for real????Take your business elsewhere!

• Initial Complaint

  01/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up for personal training as of November 21, 2022.Issues:1. The facility is always crowded. Unlike other gyms, there is no designated area for trainers to train. We always have to navigate multiple people and often times not getting to use the machines the trainer planned to use because they are occupied. 2. I was promised personalized, structured sessions. My trainer has asked me many times "what did we work on last time?" and seemed mostly to be winging it. Which is something I brought up the text attached that I sent on December 9. 3. On 3 separate occasions, my session time was entered in the system so he was not expecting me. Those 3 sessions were completely disorganized because he was not prepared. He blamed it on a computer scheduling system issue.4. I was not provided with any meal plan nor were any questions asked about my diet upfront to provide some kind of guidance. I had to request a meal plan on the text I sent on Dec 9. I received a meal plan on Dec **************************** to do the diet assessment with what foods I normally eat given to me after the fact. All completely backwards. 5. Today is January 1 and I still have not had my ONE MONTH WEIGH IN that should have been done on December 21. 6. I was given too heavy weights to use. Even when I protested, I was encouraged to use the weights. Now I have a tendon injury in my right elbow for 3 weeks that is only getting worse. It is extremely painful and the first time I have ever experienced an arm injury.The service has been terrible. I feel like I paid all this money and received mediocre treatment. My trainer did not take his responsibility seriously. I am a nice and fun person, but I am serious when it comes to my job, and I expect the same from other. I need the following:1. The payment for December 30 to be CANCELLED. I am not coming back. 2. Set the system to CANCEL the gym membership and send me the cancellation confirmation.I received NOTHING that I was promised.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I gave ********************************************* Sept. I made the cancelation in September. It was supposed to be effective immediately. I have a receipt which states I have a zero dollar balance. I was recently charged again. I did not authorize this payment and used my bank to get it refunded. I was just charged again and I'm being told my account is still active. They made another cancelation request for today effective today with another zero balance showing.

  Business response

  10/19/2022

  Hello ********, 

  I apologize for the inconveniences. Below I have attached the copies of your invoices for your gym membership. The reason the account was not cancelled the first time we processed it, we had issues with your payment being reversed which we needed to finalize the cancellation due to our 30-day notice policy. I truly apologize for any inconvenience. 

  Customer response

  10/20/2022

   
  Complaint: 18164995
  
  I am rejecting this response because:

   

  The payment that is being referenced was never authorized - That payment was refuted with my bank AND I received a refund for it. Immediately after, i was informed my membership was no longer cancelled. . I gave a 30 day notice in August that I would cancel my membership on 9/1/2022. I came in an canceled just like I said I would, 30 days after you had been informed. For whatever reason on your end, you failed to make my cancelation effective immediately on 9/1/2022. I intend to refute the second charge with my bank, I just haven't had the time. Attached are the receipts.  

   

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I first joined Crunch in *************** on July 16, 2021 and only went to the gym one time since I joined the gym because I got Covid and was caring for my father who had major complications from Covid. So I forgot about the membership and didn't notice the charges until about December. I called and asked to have it cancelled and was told I had to come in to do it in person I was busy during the holidays and didn't get a chance to go in. On January of 2022 I noticed the charge again and i immediately went to the location and asked for a cancellation. The guy tried to talk me into staying I said no I've already paid for the last 6 month and only came in once I just need to cancel he had me sign something on a kiosk and I left. I just received notice that they put me on collections for $173. I never received a letter about this collection. Which by law I'm suppose to receive notice before being put in collections. I just called the location and spoke to the area manager and shes tells me that they had put my membership on a freeze. Why would I agree to a freeze when I had already been charged $32 dollars for 6 months and only used the membership once?Why would I do that??? She says there is nothing she can do unless I agree to start a new membership and pay it on time for 3 months or pay the balance in full. Then they will remove it I almost agreed because I need to use my credit next month and this just dropped my score by 63 points. But NO this is not acceptable I did everything I was supposed to do and they are trying to RIP ME OFF. I want this off my credit NOW.

  Business response

  09/29/2022

  Hi Roseda, 

  We are very sorry for the inconvenience and the misunderstanding. For your convenience I have attached a copy of the signed freeze we have on file, the notes stating that the billing department has tried to contact you many times and the invoice history. We would love to help you remove this from your credit, however we must first take care of the balance.

  Thank you for understanding,

  Crunch Management

• Initial Complaint

  08/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been unable to cancel my membership. I cannot walk into the building because I moved to another state. I was asked to send an email via their website and receive a response, I did not receive a response. Now I've sent a physical letter but am not confident anything will happen. I'm wasting money on postage just to cancel a membership. I haven't ever sent a letter in the mail. The inability to cancel my membership seems to be very nefarious. Crunch can't be seriously asking for handwritten letters to cancel a membership?I've already taken the loss on 2 personal training sessions that I didn't attend and months of membership without entering the building. Now I can't cancel? This is absolutely insane. I've never had a business interact with me like this. Seems borderline illegal. Definitely stealing peoples money.

  Business response

  08/16/2022

  Hello ******,

  I see you have a membership with our ********** location. I was looking into your membership and you have not yet satisfied the 90 day minimum you must have your membership ( the 90 days starts after first payment) after that is satisfied and there are no past due payments to be collected they can certainly cancel you out witha 30 day notice.

*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. ↩