ComplaintsforCrunch Fitness - East Cobb

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I canceled my membership with crunch fitness 6 months ago and paid all remaining charges at the cancellation. I have a signed form stating I owed $0 after canceling. Crunch fitness has continued trying to charge me since then, and after speaking with a manager I have been told numerous times over the phone that it was a mistake and they would resolve it. The problem was not resolved, and crunch sent me to collections for money I do not owe. I am now having to dispute the charges with a collection company because of crunch fitnesss mistake.

  Business response

  03/13/2024

  The document the above member attached clearly states another members name. The above stated member does not have any documentation of her coming in to cancel. To cancel, a person must come in, request cancellation and they sign off on the cancellation. This cancellation automictically saves in the system where we can always access it. The above member was contacted in January about her account. She responded a few days later saying she would bring the account current. She never made it current.

  Customer response

  03/13/2024

   
  Complaint: 21426825
  
  I am rejecting this response because:
  
  This is a lie. My account is under the name *********************. We had multiple conversations via phone stating that the charges were incorrect as I closed my account and paid my remaining balance in full the day I closed. You did not answer any of my emails regarding the charges and requested I called or came into the club in person. 
  

  I was contacted in January about yearly club fees, for a membership I did not have any longer. 

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

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Have been trying to cancel for over 5 months. Have spoken with the front desk, manager etc at least 5 times. Each time thwy say the will process, then they said there is a problem with the account and have to go to corporate. This is a scam and *********** not let me cancel- per the contract I have the ability to cancel. I want this account canceled ASAP and a full refund for all the months I have been trying to cancel. I am 18 and in college this seems like they are just trying to take adavantage of people.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 10/02/23 I signed up for a "free month" with Crunch Fitness gym in *************. The paid membership started on 10/27/23. They did not have an up to date card on file for me so they charged me a late fee. I went in on 11/20/23 to pay my bill and cancel the membership. They charged me and I paid a total of $65.48 at that time in person. I was told that this amount was ***** for November + **** for the processing fee (stipulated in the written contract) + 15 late fee + ***** (as stipulated in the contract per the 30 days notice of cancellation) + **** processing fee. At that time, I was told my membership was cancelled. Then on 1/8/23 *** Fitness (billing company for Crunch) emailed me and said I owed Crunch $105.23 for my continued membership, late fees, and an annual fee. The *** Fitness phone line I called informed me they had no record of my cancellation. I then spoke with the ************* manager ******** who said I never cancelled. When I asked what the $65 charge was for then, he said he had a record of the charge but NO documentation for what it was for. He said to cancel, I now needed to pay $130.47. The amount, once again, is not broken down into specific charges. While the contract does say that there is no cancellation before 90 days, I should not then have been told that my membership was cancelled, charged extra, and then have been put into a situation where I was accruing late fees and further charges. A contract is there to support the business and individual in a mutually beneficial relationship, not to hold an individual hostage. The information in the contract and given in person does not line up. I still do not know how or when to cancel my membership. I will provide written notice but have no assurance on how they will respond or what they will or won't charge me. What are the amounts I have to pay? Line by line? Please provide in writing, signed, so I can pay it with confidence that I am not being scammed and will be able to cancel after 90 days.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I initially signed up in 2022 with this club, as part of their grand opening. Since the club was not yet open, I paid very little, and had a few months free; but soon thereafter started my automatic monthly payments without any issue. I was never able to even set foot in the club, due to an injury, and after a surgery (for the same injury) I went to the club to request a cancellation, after almost a year of paying my monthly fees, but never being able to attend. I was under the impression that the cancellation had occured, but later found out it was only a temporary pause. When a "yearly fee" of $59.98 was applied to my credit card, I went to the club the same day to request a refund. I was told that I would not have been able to cancel without the yearly fee, and even though they processed my cancellation that same day, the yearly fee was not able to be refunded. When my credit card applied a payback and requested a deliberation, the club simply recharged me a week later. I was told that this would continue, or else it would go to debt collection. I was literally forced to pay to cancel my membership, even though I never used the club or even set food inside a single time in my over 1 year of membership. I have no qualms with my monthly automatic payments, but to be required to pay an "annual fee" for something I have never used, and had requested to cancel over 3 months before due to medical issues, is an abuse of power. The employees of the club do not care and demonstrated little to no consideration of the situation, and appear to only care to collect any payment they can.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I joined the gym and also paid to have a personal trainer. During one of my training sessions, I hurt my knee. I went to a doctor, and found out I had a torn ligament, which would prevent me from continuing the personal training. I texted the trainer, and informed him of my situation. The company kept charging my debit card, week after week, knowing I was no longer doing the training. I talked to multiple employees, and all of them assured me that the withdrawals would stop and I would be refunded back to the date of my injury. They owe me about $900 and still no credit. The latest excuse is that the district manager is busy opening a new location and doesnt have time to help me. I have texts and emails to prove all of this.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have lost patience and will be pushing legal action with my family attorney next unless this is resolved quickly and beyond expectations within the next couple days.It quickly became clear after joining that the gym is overcrowded and my wife and I are not comfortable working out with aggressive high schoolers smirking at us and borderline bullying us. Are in point. I was asked to leave a machine after being there for only 10 minutes, apparently because this 18 years old stud thought his time on the machine was somehow more important than mine Secondarily. We were blatantly hoodwinkled by a salesperson who showed the advertised cost had a $4 surcharge for convience etf withdrawal from checking account. When I immediately questioned it. He went on to say he guaranteed this was a one time thing and that would be credited next billing cycle and that I would no longer occur the charge. Guaranteed!!!, in an aggressive tone, he says. Turns out that didnt happen and am now paying $4X2 more than the agreed price.Another disturbing behavior is that we have tried cancelling for the last could months and the corporate numbers have been disconnected !! The local staff is empowered to do nothing other than to ask me and my wife to come in to discuss alternative options. A reasonable consumer protection there days is to be able to cancel service without undue stress or risk to life. My wife recently experienced a totaled non-fault accident and is attending physical therapy to try to recover. I am without a car and cannot drive to location walking distance is about 39 minutes with dangerous crosswalks and intersections and ithout crosswalks at all on 45 mph streets where the average speed is 60 mph.. I explained my situation to the local agent and he could care less. Please credit at least 750 and I reserve the right to consult my attorney to *** for more given the blantant age discrimination at your establishmen and clear blockage to cancel a recurring subscription.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I accidentally filed this report for the wrong location of Crunch Fitness. This occurred with the ************* location in *******. Around 3/2023 I was approached repeatedly by a representative to sign up for a free trial at this gym. I was annoyed by their harassment so I eventually gave the representative ONLY my email address verbally. I never received an email confirming anything regarding this membership. I never gave card information for this account to continue charging after the fact. What happened is the agent used their own card to fraudulently open a membership under my name. When I did not continue with this false membership or follow up, he stopped paying the fees. This meant that a membership was being paid by an employee of Crunch under my name. I have no idea how they got my address, full name, etc but I now have a collections notice for $118 under my name for a membership I never signed up for. I never received a bill in the mail which means this was going to the cardholders address for a bill. I only ever gave the rep my email address. Looking at other complaints, I am not the only one being scammed in this fashion. Giving your email address is not a signature for a membership. There was no contract. I never even stepped foot in this building. I want this fixed, off my credit report, an explanation of how this occurred, and the offending representative fired immediately. If this does not happen, I will be seeking fraud charges against Crunch.

• Initial Complaint

  08/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My 15 year old signed up with Crunch fitness ************* in ******** **. on line without my knowledge. Sometime around 01/18/2023 They attached her banking information to someone elses account and was taking out ***** from her checking account. She stated that she signed up for a different level so that amount was not supposed to be charged. Her 1st payment was not due until 2/15/2023. I contacted them for 7 days and sent them copies of the bank statements. It took me calling every day for them to even look into this matter. I was told by my bank that the bank account would be closed because of fraudulent activity. In order to open another account I needed a letter from Crunch which they did provide. We felt violated and very uncomfortable continuing with Crunch giving the fact they didnt keep our banking information safe. The manager offered 3 months free we declined and asked he close her non binding minor account. He agreed and today we are getting phone calls and emails asking to pay on this account. I was told that they will not close until we pay the balance which there should not be any balance owed. I have attached the details of emails. Please assist in this matter. Thank you.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 8th I was charged by crunch fitness for $460. I had a contract for personal training that I had cancelled in may for $208 every two weeks, and on the cancellation form it showed I only had one more payment to make on may 19th. I then let the personal trainer talk me into signing a new contract for a sale that they had for more training sessions for $252 every two weeks. When I was charged for both of the contracts including the one that I had cancelled I asked my trainer to look at it and refund the $208 that was wrongfully charged. She took forever to look at it and didnt get back to me. I ended up asking her about it again almost two weeks later and she just said they wouldnt refund it because it was her mistake as she had to manually put in the cancellation form last payment date and on the original contact it says that a minimum of 4 payments are required. So even though it was her mistake they wont make it right. On the original contract it also only has it listed for 3 payments so the contract is very misleading. I put in a dispute with my bank and they kept on trying to charge me. I am also still getting emails showing that I have completed personal training sessions which is false and looks like they are trying to make it seem like I am using the sessions still. I have talked to the manager there and he is also saying they wont refund it. This is ridiculous and I would stay away from this gym if it thats how they operate.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Account number ********** 1. Oct. 21 promotion day before gym opening. I told ************** would come back Monday Oct. 24, ******. ****** said and I quote, "if you don't get your job offer on Monday, Oct. 24, 2022 just call my number...here is my business card and I will cancel the contract, you have 7 days. I left him a message on Oct. 24, 2022 per his instruction that I did not get the job and I can't do the membership. 3. Received charge on cc November 24, 2022, - so I went to the gym and asked to speak to ******. ****** came to the front desk (facing the business door) and he told his associate to issue a credit and close my account - making sure to collect my key card, which I was happy to do. In the meantime my cc was hacked and I had to get a new card. That is the reason I did not see additional charges and thought my account was closed per my visit.4. I started getting debt collection calls (credit score is 810 now is 780) so I'm freaking out. Called gym several times to speak to ****** with no return call. My calls were literally being answered and dropped - I couldn't believe it!6. Finally saw ****** with no appointment in early MAY! (***** visits was told he was on vacation or not working) and he profusely apologized and said *** is the debt collector and he would speak to corporate to try and remedy. He promised to call that evening...NO CALL.7. Went back 1st week of June and he immediately said there was nothing he could do. I said to him I have done everything you asked me to do and have done my extreme due diligence to contact you since October 24, 2022 with no return call.* This whole time he has not returned one phone call or message.I am happy to pay Nov - January to end this and since that is when my key was taken - though I feel I should not pay anything, esp. since ****** did not act on his own behalf at all, nor live up to his word...which is contractual in my mind.

*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. ↩