Complaints

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Despite the fact that I called and SUCCESSFULLY canceled my Crunch Fitness membership almost a year ago (and returned my tag!), they continued to bill me for several months. When i discovered this, I called my bank to stop any more fraudulent charges from this business, at which point they began calling me ALL TIMES of the day and night, 5 times a day at some points. After months of relentless harassment, they have apparently now reported a 'debt' to the credit bureau.I was able to cancel my membership via phone because I MOVED OUT OF STATE and have no way to cancel in person. I am appalled at the harassment and continued charges from this gym.

  Business response

  08/15/2024

  Apologies for the inconvenience-- we have cleared the balance on the account and sent in for removal from collections.

  Customer response

  08/15/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Crunch regarding their refusal to cancel my membership despite my extenuating circumstances.I am currently out of state and hospitalized, making it impossible for me to visit their location or send the required documents for cancelation. Despite numerous phone calls and emails to the company explaining my situation, I have only received responses stating that I must either come in person, send a certified letter proving my relocation, or provide medical forms confirming my inability to come in.This is a clear attempt by Crunch to retain memberships and prevent customers from discontinuing their service, even under extreme and unavoidable circumstances. Their actions are distressing and unreasonable, particularly given my current medical condition and inability to comply with their demands.I request resolving this matter promptly. Crunch should be required to cancel memberships immediately without further undue burdens or requirements.

  Business response

  06/20/2024

  The membership is now cancelled.  While our policies do we require an in-person cancel or received via mail, the circumstances here should allow for a reasonable response to ********************* request.  Sorry for the added inconvenience.

  Customer response

  06/24/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I can use your help with a billing matter. Your local GM, *********, at Crunch ***************************** Petersburg, ** ***** was unable and unwilling to assist. I was a member from January 3, 2022, through May 7, 2023. My daughter was in town for 8 weeks and we asked if she could join my guest. We were told $50 Minimum for three months. My account incurred charge appearing on 7/11/2022 for $53.49.However, the front desk did not sign her up for a three-month membership. Instead, they put her on a monthly plan for $24.60 plus the $53.49 I paid for the entire summer. I did not notice this until I cancelled my membership because I moved, effective May 7, 2023. ********* showed me her ** (only for members) and a signed (by my daughter) agreement at $24.60 a month. We assumed the ** and paperwork were confirming her as a guest. No the case, according to your records. This doesnt make sense. Joining a gym hundreds of miles from your home would be ludicrous, yet they claim this is exactly what we signed up for and that is the end of it.On May 15, 2022, there is a charge of $16.04 which does not match any other charges. There are $10 and $10.69 appearing sporadically. Is one the membership and the other towels?When I cancelled my membership, you began charging my daughters card. I have a receipt for a $49.95 plus $30 late fee charge that you billed, and another charge just recently for @ $70 for a total $140 charges incurred at the ************ Gym while she lives in another town. A collections agency was calling her five to eight times a day. Rather draconian tactics. I would appreciate a refund of $360.60 mailed to my house or I can pick it up at your gym and sign for it there. The spreadsheet showing this amount is included along with ******************** payment. ******************* From: ************************* To: ******************* Sent: Wednesday, June 28, 2023 at 10:00:01 AM EDT Subject: Re: Crunch No receipt yet. I just paid them an extra $78.09 for the annual cleaning fee and last 30 day fee to finally cancel.On Jun 28, 2023, at 8:25 AM, ******************* wrote:I have you down for paying them $79.20 for a $49.95 fee plus a $30 late fee.Does this mean the monthly fee was going to be $49.95 or what the h*** was that?You got the receipt from the second payment you gave them?

• Initial Complaint

  11/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Crunch Fitness uses intimidation and scare tactics against members who ask to leave. I asked to cancel my membership. They not only refused, but continued to run up a large tap with several late fees.Crunch Fitness is dirty, smelly and over-crowded. I am not paying all of these extra fees because they should have cancelled my membership months ago when I asked them to.When I went there today, I was told (I have a recording) by an employee that not only would they not cancel my membership, but that they would continue to bill me unless I hand them over $150.. and he even threatened me with creditor action!Terrorizing members is a terrible business model. Crunch Fitness is awful

  Business response

  11/06/2023

  This member agreed to the terms and conditions of the membership.  We are in the full rights of the contract to collect what is due.  If the member will pay the amount due less the annual fee we will cancel the membership

  Customer response

  11/08/2023

   
  Complaint: 20811084
  
  I am rejecting this response because:

  They are coercing members into paying by refusing to cancel membership until they are paid. This may constitute unlawful debt collection practices. Their cold, soul-less response is just another reminder that these are not decent people.

  So I will say this again: Cancel my membership now. I do NOT agree to your terms and conditions. I asked you months ago to cancel my membership and you refused. 

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

  Business response

  11/13/2023

  This member did not complete a cancellation form, nor did this member provide any written confirmation of a cancellation as they indicated.  The member signed an agreement and is now choosing not to pay as agreed upon with the contract.  We will waive the late fees, but the balance of $125.55 is due to cancel.

   

  I have attached the agreement the member signed.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a member at this facility since the location opened. My aunt and uncle along with a few friends joined as a referral from me. Ive been working out with my aunt for 9 years. Yesterday I was with my uncle. He was teaching me stuff so I was more so listening to learn, I wasnt hopping on the machine as much because I was engaged in our convo. An employee approached us called me aside to tell me I wasnt interacting enough with my uncle therefore to him it appeared to be outside training I explained we are all paying members and hes teaching me stuff I dont have to do every set with him. I instantly felt uncomfortable like I was being harassed. The employee continued to lecture me about outside training. (Which we were not doing) Im well aware of gym rules, we were not breaking any. I told this employee I workout with my family weekly were not doing anything wrong. When my aunt and I were doing our workout set for set alternating like workout partners do. I was approached again by the same employee along with a large male employee. I was harassed more then. He said I was guiding my aunt. Which never happened. We were going set for set doing the same exact exercises. I instantly felt unsafe in that gym. I felt cornered and profiled. My aunt questioned the employee as to what the issue was. He told her the same thing that I was guiding her. She said no we are working out together shes my niece. The employee continued to harass us like we werent welcome in that gym anymore. My aunt asked if we could finish our workout because she was scared at this point. The employee responded said you can finish your workout today. That statement made us both feel cornered and unsafe. My aunt is 73, we felt attacked by these 2 large men who harassed us for no reason. We are canceling our memberships but I want this employee fired due to his actions against us for no one should ever feel threatened in a public gym.

  Business response

  10/03/2023

  This membership has already been cancelled.  This member was approached different times about coaching on the gym floor.  This was not just with her uncle but also with a female member as well.  She then stated the female member was her aunt.  This is in direction violation of the contract she signed.

  Customer response

  10/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I had never been approached in that facility by anyone until the day I was harassed by the employee.  My aunt has memory issues weve been working out together for 9 years at different gyms.  Her dr advised her not to workout alone.   She often forgets where she is which she then can get hurt.   The family asked me long ago to workout with her.   I do not coach her.   I workout with her set for set and make sure shes alert not having any episodes with her memory.    She has had several which when it happens we leave.   My uncle started driving with her more recently because its gotten worse.   I was working out with him first.   When I first was approached and harassed.    He told the employee hes my uncle , my aunt clearly stated she was my aunt as well and asked wha his problem is with me.  There is nothing in the gym contract that states members cant workout together each time.   There was never money exchanged in their facility.   We were not breaking any rules by working out together and I should not be harassed for making sure my aunt is safe in the gym after the dr advised her long ago to go with someone incase she has a memory episode.   Shes 73 years old wants to stay healthy which is why I enjoy going with her.   She was so upset after the incident, we were attacked and harassed do no reason.   This is unacceptable in a Public facility we were all paying members of.  
  Sincerely,
  
  *************************

  Business response

  10/06/2023

  After having conversations with internal leaders in the club, we've agreed to do as Ms. ***** asks and cancel her membership and refund her last payment.  The policies described are confirmed Crunch policies, but in full transparency, given the challenge of separating family dynamics and outside training, we acknowledge the inconvenience caused Ms. ***** and her family here and sincerely apologize for the discomfort it may have caused. Our employees are trained to identify where outside training may be occurring and cease that behavior to prevent liability against Crunch for purported authorized instruction.  The leaders meant well here, but may have misunderstood the dynamic involved.  Again, we apologize, and will be addressing this with the leaders involved.  

  The membership has already been canceled and the refund requested will process within **** business days back to the original form of payment.

  Customer response

  10/06/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  I have endured a lot of stress from this horrible incident.   My family and I are disgusted by the whole experience.    I work in the medical field as a physical therapist.  *** managed several gyms in my career while in school.   If I ever spoke to a member how this employee spoke to me and my aunt, I would have been reported and fired immediately.   It is unacceptable in any corporation for an employee to harass paying members who were minding their own business.   Respecting the facility, just trying to stay healthy and workout while keeping family safe the same time.  My last payment was not refunded as per the message they sent today   My membership was canceled, but I did not receive a credit for my last payment.   This whole experience has been so traumatizing and upsetting for me.   No one deserves to be bullied and harassed.  Especially a woman being verbally attacked by a male employee twice within 1 hour.   I want this employee fired due to his disgusting behavior towards me.   I hope no one ever has to experience what I went through that day.   Something more needs  to be done to repay me for this harassment incident.   

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

• Initial Complaint

  08/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  CranchFitness doesn't want to cancel my membership. They want to get payment for one more additional month. I don't want to pay for things I don't use. I've tried to solve it the polite way but all the employees refused to listen.

  Business response

  08/10/2023

  This account was already cancelled. No additional payment is due

• Initial Complaint

  04/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I wanted to cancel my recurring membership due to health issues. I made it clear on multiple occassions that I wanted to cancel my membership via email and phone. I was tolds I had to come in to the business to cancel. I am unable to do so because of health reasons but they refused to honor my cancellation. I would like an apology and to have any outstanding balance that they attempted to charge me, after my cancellation attempt, erased from my account. I made it very clear that I needed to cancel but they were not helpful. I only received their standard "script email" telling me to come in to cancel. This is obviously a ploy to convince anyone that wants to cancel, to keep their membership. Making it difficult for a paying customer to break ties with the company is unethical in my opinion.

  Business response

  04/11/2023

  Per the contract the member was to mail in proof of cancellation request.   As a gesture of goodwill, I have cancelled and removed outstanding balance.

  Customer response

  04/11/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Crunch Fitness advertises membership for $10/month, even excluding hidden "fees" this is not an actual option you can choose. Approximately $16 a month is the minimum price, excluding fees. If they were not a shady business they'd calculate the total cost of year including fees and divide it by 12. Not a disgusting policy wherein you can't cancel for 3 months, and in 2 months you're charged a $55 yearly fee. This is just plain bad business and false advertising. If you calculate it, $10/month "base" plus fees = $31/month. It's a shamefully deceptive business practice to advertise for less than a third of what people will actually have to pay.

  Business response

  01/17/2023

  All fees are detailed to the member when they sign up.  Each membership has different terms and fees.  The consumer has a 3 day "cooling" off period if they choose not to agree to the membership as required by ******* law.  

  Customer response

  01/21/2023

   
  Complaint: 18731306
  
  I am rejecting this response because:

  It in NO way even addresses the issue. The issue isn't the fees but the misleading and outright lie that is advertising for $10/month, despite that not even being a third of the price your members will actually pay at the CHEAPEST possible membership level. The issue is blatant false advertising. That Crunch Fitness would hide behind fine print to scam people is nothing short of disgusting.

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

  Business response

  01/24/2023

  All memberships are detail and documented in the contract the member signed.  The member also had the 3 day cancellation policy if it did not match what the member wanted.

  Customer response

  01/24/2023

   
  Complaint: 18731306
  
  I am rejecting this response because:

  Once again my problem isn't with the contract. It's with the blatantly false advertising which is based on a price which you do not offer. The thing you are advertising, simply does not exist at your gym.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Crunch fitness at 218 37th Ave N St. Petersburg has very deceptive practices. I cancelled my membership and they continue to bill my checking account. I put a stop pay only account and now they continue to send me monthly bills that continue to get bigger and bigger. I've contact their billing department to try and make sense of this and first time they hung up on me. When I called back they proved to be no help and continue to give me several different balances and different dates for my cancellation. I cancelled when I saw the gym equipment dirty and there was no paper towels to clean machine. I didn't want to get sick so I cancelled my membership. They are extremely rude when I try to resolve this situation. I feel this is my only action left. I will continue to call and try to get them to cancel my membership but I don't think that will happen. This is very deceptive practice. I never received a copy of the signed contract as I was sold this was a trial membership cancel anytime. They can't continue with this deception.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  They keep taking mny money and telling me my membership is canceled. They keep taking MY MONEy out of MY ACCOUNT unauthorized

*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. ↩