Complaints

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  4-4-2022 Business manager for Crunch Fitness came over harassing me with two individuals who were bullying me to get me off a workout machine when I had been there. I had even gotten off the machine to wait for the machine. I told the manager to get the video footage of what happened. Manager would not listen to me. I sat there waiting to get on the machine quietly with the manager causing an embarrassing scene, where he threatened me to leave with calling the police. I went with him to the register and when asked for a refund he failed to refund me. Told him to cancel my membership immediately. He proceeded to cancel sending me an email with cancellation. I Informed him I'd be contacting BBB and my bank to dispute any charges since he told me to leave not honoring my membership. I've also had staff members up front failing to let me use the paid for services (hydro water massage) which I had been paid extra for using, observing other people were using. When asked Crunch fitness manager where to file a complaint with his corporation he would not give that information either to file a complaint. I Informed him to cancel my account and I would contact the BBB to file a complaint.

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2022/04/06) */ Member created an altercation with two other members. He proceeded to shout expletive's at the two members when they were just minding their own business. Management apologized to member for miscommunication, but there was another open bench right next to both parties. Member proceeded try to get members to meet him outside and fight him. At that point management asked him to leave the situation and try to deescalate but he refused. The member Demanded full refund of his money but he was still responsible for future invoices. Management as a courtesy to the member, put in for an immediate cancel and not responsible for any future invoices. He then proceed to sign the Cancel Document with "F U ". Consumer Response /* (3000, 7, 2022/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Clearly the business openly admits to not reviewing video of me being at the workout machine and then having their two members bully me off the machine only to cause this disturbance and to continue to escalate this with their management. Crunch management did not even attempt to listen to me or investigate this. I had watched from another machine before attempting to use the machine the two bullied me off of was not in use when I walked up to it. Clearly the management wants to side with two bullies and not investigate truth from their camera systems leading up to this complaint. The manager was belligerent with me and inconsiderate of anything I tried to explain that had happened. That is again apparent here in this complaint. Business Response /* (4000, 9, 2022/04/11) */ Management reviewed cameras, and what the customer is claiming happened is not factual. As a courtesy to the customer, management is fighting to ensure the member owes no more money, even though the member is breaking their membership agreement grace period early. The facility is very open to feedback and takes customer safety very seriously. When safety is a concern, management has the right to ask the customer to leave the premises until a resolution can be met. Consumer Response /* (4200, 11, 2022/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) What I stated did in fact happen. I watched from another machine nobody on that machine and from the time finishing on another machine, walking over, and then setting up on that machine your two members were not on that machine. They came after I was on there demanding they were in the machine when nobody was to probably not wait for a machine. I was nice enough to get off let them go while I waited to use the machine. Then your members proceeded to harass me. Followed by your management harassment and threatening to knock me out, call the law, etc etc. After crunch management threatening me to leave and call police I've discovered too they have billed me after they've told me to leave their business. Crunch broken the agreement telling me to leave. Refund the money . Why don't you release the entire camera footage then to show me waking over from another machine? And show all this? And to show your member standing there mocking me with your manager back turned? Release the footage for bbb and myself to review.

• Initial Complaint

  02/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Contract dispute and intentionally misleading advertising. I was told that the only fees I would have for the year was the membership fee at the founders rate and the $1 sign up. I was told all sign up fees were waived for founding members. The contract we signed mentioned an annual, yearly maintenance fee with no date cited for the yearly fee. With just signing up and the gym just opening, they charged me the annual fee which does NOT equate to no sign up fee and is unethical considering there was NO due date and no additional information stating we would owe this in our first year. They auto debited from my account WItHOUT notice that this fee was coming due. The contractual ambiguity is unethical when combined with the sales pitch, advertisements, tactics and promises. Refund my "annual" maintenance fee, as it was not outlined in the contract when it would be charged, the date to be charged and was implied on many occasions to not be applicable to our first year.

  Business response

  04/07/2022

  Business Response /* (1000, 10, 2022/03/22) */ At Crunch we never want to mislead our members. That is why when you sign up online, or in the club, the website shows in clear detail the payment information. In this case the member signed up online, and as a courtesy we always send a copy to the consumer so they can review at their convenience. We always provide an honest presentation because we never want our members to feel any sort of way besides completely satisfied.

*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. ↩