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Complaint Details
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Initial Complaint
09/06/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
This is the email I sent to ***** *************************************** after speaking with her on 8/31/23. I had previous spoke with someone else at the location who gave me a number to speak to about the billing issue. I called ************ on 8/28/23 and spoke to an agent who said she could not find the payments I am being double billed. She said she would contact me after elevating the issue. I have not gotten a response at this time from anyone at Crunch.(Email Below)Due to an account error or computer problem I have been being double billed for over 3 years. Included are my bank statements listing these transactions from prior to the double billing, including the first instance of double billing, and the continuation of this up to the current bank statement. I have included the screenshots from the billing statements directly from my bank's website with non relevant information removed. First and foremost I would like one of the recurring withdrawals to stop. I have been told by multiple agents of crunch fit that its possible I have been paying for another individuals membership. While I can understand this is a possibility and probably a common issue this can be easily refuted by the facts. The payment that all agents have been unable to locate is the original payment method for the account. The second payment that was added 5/29/2020 was to replace the original, as I was told it did not process. Since the payment that is unable to be located is the one that is the older form of payment and my account predates May of 2020 this nullifies the argument that the original payment could be for a separate party. Unless I somehow managed to have a free membership since 2014 with no traceable form of payment.As far as remediation, Ideally I would like to be refunded. That being said I would also be fine with a credit to my account for the membership fees I was overcharged.Business response
09/06/2023
We will need to be provided with statements verifying the payments and the account that is in question. When we receive this information we will work with the billing company to find a resolution if there is a problem. Please send to the BBB these statements for us to review.Customer response
09/07/2023
Complaint: 20559726
I am rejecting this response because:I have been provided no contact details in order to send relevant information, And I will not close the complaint until resolved.
To Business:
I have provided sufficient banking info.(Double Bill ********* Excerpt) to look into this issue. If you need to see a screenshot of each month with both transactions I can provide that.
But I will not provide a business with the full record of every transaction I have made over three years, that is completely unnecessary.
My Membership Info is under *************************, ************, ID# *********, and as you can see from my statement info provided the issue is with the *** withdrawal via Account Ending 3549.
Sincerely,
*************************Business response
09/07/2023
You have requested that we address this concern. This issue was brought to the corporate office and without the information we requested we are not able to review your concern.Customer response
09/07/2023
Complaint: 20559726
I am rejecting this response because:Requesting my entire bank transaction history for multiple years is not acceptable. You have been provided all of my account information that should be relevant to this matter. If you are requesting further information please be specific. Please note that I have given notice to multiple agents of crunch fitness that this withdrawal via direct ACH transfer is not authorized. And therefore not protected under any agreement we have due to the fact that crunch has been taking payment via the authorized form of Debit transaction. Any continued withdrawals via this unauthorized method will be viewed by myself as theft. If we cannot move forward with this civilly I will need the contact information for the Crunch Fitness **************** and or retained law offices.
Sincerely,
*************************Initial Complaint
01/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Signed up for Crunch about 2 years ago, have since moved and am not being allowed by the club to cancel. I changed bank accounts and they have called me 4-6 times every single day since my balance is "overdue" after attempting to cancel MULTIPLE times. I even attempted to pay online and they will not allow credit cards, I will not give them bank account info again, I already made that mistake. I haven't gone to any Crunch in over 6 months and have tried to cancel multiple times. I do not live close enough now that I've moved to even attend this location.I would just seek to get my membership canceled but this has been going on for so long now that I'm seeking a refund on the last few months on top of that.Business response
01/26/2023
Member has had a previous membership and was fully aware of our cancellation policy. I have cancelled the membership effective immediately. No refund will be approved.Customer response
01/26/2023
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.This is of course only if the membership is actually canceled as stated, otherwise I will reopen the request if I receive further phone harassment.
I appreciate your assistance and time!
Sincerely,
***************************Initial Complaint
08/08/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I canceled my membership in the middle of 2021. First via phone, then physically stopped into location to do so. The lady at the counter was rude and refused to cancel the membership unless I had my keychain, which I had lost at the time. She wouldn't use my ID to look me up, and instead proceeded to kick me out when I got frustrated about not using my drivers license. ********************** has ignored the cancellation and continued to bill my credit card for over a year. I finally deactivated my credit card to prevent any more billing.Business response
09/13/2022
This is the first we have seen of this complaint.
If the member can provide us the proof of cancellation, we can process this request. We do not take cancellation on the phone per the contract. All cancellations must be submitted in writing with proof.
*********************
CFO
CR Fitness Holdings, LLC
Initial Complaint
07/24/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
My credit card has been charged $164 TWICE this month (July 8th and 22nd) for services NOT Rendered and NOT requested. I complained after the charge on the 8th and signed something to have it credited, and then find a brand new charge yesterday (23rd) dated the 22nd that I certainly DID NOT authorize. My bank recently changed my credit card account number due a fraudulent charge so I found it curious that this latest charge was processed. I think this comes under the "theft by deception" and senior citizen abuse statutes.Initial Complaint
04/18/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I have cxled this membership. It was cxld in febuary. They keep calling me saying that the membership is NOT cxld and that I owe them money. I HAVE A CANCELLATION CONFIRMATION LETTER they gave me on my SECOND Trip to the facility/Gym after the first time I went apparently didnt work. they called me again last month and sent me email saying that my member ship dues are due. I had to go back in a 3rd time to the Gym to do it yet again according to the person I spoke with when i called. they said i WAS NOT able to do ANYTHING over the phone. UNBELIEVABLE!!!!!!!!!!!!!! The cancellation form i have that they sent me is Dated 1/31/2022!!!! I just received ANOTHER call from Crunch asking for "past dues" . When I told them AGAIN that the membership was cxld..He said I had to go to the Branch and that their records do not match that cancellation. WTF!!!!!!!! I believe this is as Predatory attempt to Extort money from me!!Initial Complaint
01/08/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I have tried numerous times to have my account closed as I do not live in the same as this crunch fitness. I had signed and dated a letter requesting closure of my account a month ago as instructed to via phone call and have received no response and continue to get charged. I haven't been to a crunch fitness in 3 years at this point. I am tired of paying all this money for something that I don't use but, like all gyms they are predators and do not care to make it easy to cancel your membership.Initial Complaint
11/27/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I joined the gym on 7/8/21, and was told it was 25.00 per month, and I could cancel after 3 months if I wanted. I hurt my arm there in my 3rd visit, during the second week. I called and told them and had to go to an emergency clinic, and could not move my right arm at all for 2 months. They continued to bill me for fees I did not agree to, and every time I called I got a different excuse from them. They finally said they would cancel my fees after 4 months but are still billing me and for other charges I did not agree to. So far they have billed me $247.17, far above the 75.00 it should have cost.
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