ComplaintsforCrunch Riverview

• Initial Complaint

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am reporting Crunch Fitness to the Better Business Bureau (BBB) due to their refusal to waive my fees despite being informed of my request to cancel my membership.I walked into the gym to cancel my membership and work out. When I checked in, the computer was restarting. I informed the front desk that I wanted to cancel my gym membership. They asked me to provide a written request, so I asked for a piece of paper and wrote that I would like to have my gym membership canceled. I handed them the note and asked if there was anything else I needed to do. I was informed that they would take care of it.I had paid for the whole year upfront, including the maintenance fees. A few months later, I received an email from billing. I replied to the email, informing them that I had already canceled my membership.However, I recently discovered that my gym membership has not been canceled. Each month that passes, the cost is adding up. Despite my efforts, I still haven't heard back from Crunch Fitness, and it has been almost two months since my last communication.

  Business response

  07/30/2024

  Balance has been cleared and we are removing from collections.  Sorry for the inconvenience!

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was debited from my checking account 4 times in for personal training for my daughter in one month.June 3 $328 June 10 $164 June 24 $164 I visited the facility on June 18th and was told it would get resolved with the manager. I repeatedly tried to get further information. On June 21, I received a text saying a manager would contact me about a refund. That did not happen. On June 24, I got hit with another charge. I have called multiple times and have been given a supervisors number and have not been able to reach him. No one local seems to have the authority to refund or correct. I would like a refund and have all memberships cancelled.

  Business response

  07/27/2024

  **** (Supervisor) and ****** (PTM) both called the father (****) and worked through his concerns.  We agreed to pause any PT payments and ensure cancelation of that agreement (PT is inactive) and to waive the outstanding balance on the membership and cancel it immediately.  Both are confirmed as complete.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around august 2022, I was moving and had to cancel my crunch fitness subscription at their Riverview location. I received verbal confirmation over the phone and was told they will have to sign for me since I was unable to cancel in person. Afterwards I was told all charges would stop after my annual membership to ends in 2023 When you login to the crunch fitness website it shows my membership ending 2023-05-18. After recently checking my credit card statements it appears I have been getting charge well past the anticipated date.Ive attached all charges to my card as well as the membership website information and activity log at the gym.

  Business response

  03/13/2024

  Member Cancellation document was filled out today, 3/13/2024, canceling effective 4/17/2024

  Customer response

  03/13/2024

   
  Complaint: 21422624
  
  I am rejecting this response because:

  While I appreciate your assistance in canceling my membership at the Riverview location, I must express my disappointment in the continued charges to my credit card beyond the end date of my annual membership in May 2023. Despite receiving verbal confirmation and seeing the end date reflected accurately on the Crunch Fitness website, I have been charged beyond this period. I believe this to be unfair and unacceptable. I kindly request reimbursement for the overcharged amount.

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

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I joined this gym and purchased 8 personal training sessions end of 2023. During that time I also had several health set backs which I communicated to my trainer that prevented me from completing the sessions. Despite multiple communications that I only wanted 8 sessions the personal training payments kept being charged. Everytime I would ask for it to stop or a refund the trainer would push back that there's nothing they could do and see me at the gym. When I called the gym directly to cancel and ask for refund I was told to talk to the trainer. The payments finally stopped but then restarted February 2024. This time I went in person and yet again was met with resistance to cancel and that there was no manager or corporate leader I can speak to in regards to this. The personal training lead stated he can maybe get a refund if I show him medical documentation. I told him that it was private and I felt uncomfortable giving to him and was told there's nothing else he could do and no other leader I could speak to. I asked another person at the desk if there is any manager of the facility I can speak to and was told there is a *** who would call me. I still have not received a call from ***. I am be bullied to keep a membership and sessions that I've communicated to multiple people that I do not want and to stop charging me for. These are deceptive business practices for employees to not follow through on my requests for their own interests. Very frustrated and disappointed. I wish to have a refund for all personal training sessions for this harassment. Note: I also was added to a ************** chat with other clients of the trainer. This was without my permission.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When i joined Crunch Fitness in Riverview i signed up for the coaching sessions, when i got to the end of the term i requested a cancellation with my coach. My coach froze the contract instead, when another coach reached out to start sessions again i informed them it should have been cancelled. He said i needed to come in person to speak to a manager. I did on August 9th the manager said they would submit for a cancellation. Two weeks later I was charged $282. I went in again to speak to the manger, and he showed me he submitted for the cancellation with a refund request. I was charged another $282 this week. I called customer service and was informed i had to go again to them in person to resolve this. These are shady business practices. I am now out $564 dollars and have not seen a refund.

  Business response

  09/26/2023

  This member signed the change request form requesting a freeze not a cancellation. Following the freeze the member owed two additional payments, which is outlined in the agreement. The member also would not have been able to cancel when filling out the freeze because she had not met the terms of the original agreement. That said, this was handled correctly. Freeze document is attached. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Tried to cancel my membership over the phone, they said I must go into the gym to cancel which I find is very funny. They want to humiliate you into staying on with them by trying to talk you back. However, when I went in on my lunchbreak I stood there for over 30 minutes as i was told the manager was showing a prospective member the gym. So I had to go back to work. I keep getting text about bills I owe now after I have asked to be canceled several times. My bank has blocked them from payment and they will not be getting my money. This is a crooked business and should really be dealt with legally.

  Business response

  09/01/2023

  The cancellation policy is clear that we must have a written cancellation request.  If a member is not current on their dues then they must pay current before the cancellation is processed.  This member is refusing to pay the past due amount.  The cancellation will be processed after we receive the current balance due.  This member has been provided this information.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6/9/23 my daughter and her friends visited Crunch Fitness in Riverview **. She is 15 years old. During the visit they talked her into a "trial" membership which apparently rolls over into a full membership, but should have a parent sign off. Neither myself or her father signed off on this, however they continue to attempt to debit her cash app account. Most recently for over $200. When I attempted to call to have this rectified they stated they would still charge her whether a parent signed off or not and to cancel we would have to pay everything owed, over $200. Again, she is a minor and unable to enter into a contract without a parents consent yet they will not honor this. Daughter - ******************* DOB - 2/28/2008 Not only do I want a billing adjustment, I also want any active account with my minor daughters name closed. We have been unable to load her cash app card due to constant debit attempts.

  Business response

  09/09/2023

  Account has been cancelled and balance waived. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was using crunch PT Trainer doubled up 5 sessions without telling me Ultimately stealing over 300$Then I was double charged after I canceled the memberahip(s)I requested a refund and spoke to multiple gym managers who all told me I was expected a refund of the total sum Upwards of 300$I am medical I can no longer lift They responded with only offering me 5 free sessions.This is unacceptable, Ive been lied too, stolen from, and have had the worse experience Ive ever had with a business..Im sure Ill never win, spin it as you will.

  Customer response

  04/08/2023

  To clarify, crunch is individually franchised out with horrible customer service

  fhey do not have a corporate contact

  the incident occurred in Riverview ******* at the ******** location.  The gym staff is not the issue, they have no problem giving return, its corporate 

  Business response

  04/11/2023

  We will be refunding the $210 that is billed with sessions not being used. This has been sent in already. I apologize this occurred and we will ensure this does not happen to another member again. 

  Customer response

  04/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, please refund the amount of 210 to the account that was billed.

  please also find better ways of customer satisfaction, this was a process I hope I never have to go down again.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently decided to sign up for PT. Unfortunately, I had to cancel it within 12 hours because my car needed tires. I explained the situation to ****** and he told me that was ok andI would get $308 refunded back.I downgraded to a 1 day PT session per week instead with assurance that I will get the refund. I would ask and get an update almost every day and I was assured that the refund will come in the mail if its not deposited back into my account. After I did my first PT session, I was told that my refund on my first contract was denied because I started. On that same the trainer tried to get me to do a second day this week, so that I would forfeit my refund.I was lied to over and over. Nothing was done. I could never get to talk to the GM.This is so wrong and sad that Crunch would take $308 from someone with no sessions after the guaranteed promise of a refund.This needs to be addressed and I need to get my $308 back.

  Business response

  04/11/2023

  A refund for $308 has been been submitted. 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon signing up for the gym I agreed to Personal Training (PT) sessions at a rate of $208 biweekly. Having become reacclimatized to the new gym after the pandemic, I provided ample notice of cancellation of PT services and was advised on 04/26/2022 that no more PT charges would be billed to me after 05/06.?On 05/07/2022 I was charged $208.00 ?05/11/2022 - I Informed my personal trainer of charge beyond cancellation date, and issue was escalated to manager.?06/10/2022 - I received a voicemail from PT manager confirming Crunch billing error and intent to resolve. ?06/11/2022 - $208.00 charge refunded then deducted again.?06/13/2022 - followed up with PT manager via phone and text for status update ?07/06/2022 - followed up with PT manager again via phone for status ?08/12/2022 - called PT manager to check on refund status, he advised that I come into club and fill out a second refund form in person ?08/15/2022 - filled out refund form in person, was advised that refund check would be mailed to me; never received ?10/10/2022 - spoke to representative at *** Fitness Solutions, who apparently manage this franchise gym. Placed 3-way call to PT manager, only to be told that the gym management and PT billing are separate.**names of personal trainer, PT manager and *** Fitness Solutions rep can all be provided upon request; along with phone records. I have attached copy of Refund Request Form signed in person on 08/15/2022 to this complaint.

  Business response

  11/21/2022

  The statements made by the member are not correct. The last payment was on 5.6, this was owed due to the 10 day notice clause. Payments that occurred after that were because the member charged back their payments with the bank and we simply retook the same payments they owed. No refund is owed and the member is able to use the remaining sessions. 

  Customer response

  11/22/2022

   
  Complaint: 18443910
  
  I am rejecting this response because:
  
  Notice to cancel was given prior to 04/26 (assurance of no further charges was provided on 04/26). Both PT trainer (******) and manager (******) acknowledge the error on the part of PT hence why Im still pursuing my $208, 6 months after. 
  

  Happy to provide text message exchanges between myself and the parties mention above. 
  
  Sincerely,
  
  *******************

*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. ↩