Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Gave my 30 day notice on 1/16 and they had me sign a blank cancellation form. This was after telling my personal trainer I would like to cancel. Then had to go sign the paper in the managers office where they tried to gaslight me by telling me a few ways that I hadn’t paid for 2 months of training by that point(I started on 11/21, according to my credit card statement). They also just seemed  that I was trying to cancel and I felt really uncomfortable in that meeting. I then got another phone call the following Monday by another manager who wanted me to bring in credit card proof that I started in November because they don’t have the records? In the end he said that this will be the last month but I’m worried they’re still going to charge me in February for $400. I still haven’t gotten a record of the finished cancellation form and it’s been about two weeks now. I sent an email today(1/30) to the manager asking for the form so we will see if I get it. I'm very anxious that they're going to charge me on 2/21 even though I followed their contract.

  Business response

  02/24/2025

  I am writing in response to the complaint submitted by ******** ******, regarding the handling of her personal training cancellation at our club.
  Firstly, we sincerely apologize for any miscommunication that may have occurred during the cancellation process. Our goal is to ensure that our members have a clear and smooth experience, and we regret any inconvenience this may have caused. To clarify, the reason for the follow-up call from our manager was to confirm that the cancellation form was accurately dated and completed by our new Personal Training Assistant Manager, who is currently in training. We aim to ensure that all necessary steps are taken correctly to process cancellations efficiently.
  The exit interview conducted in the office is a standard procedure for all our personal training clients who wish to cancel their memberships. This interview allows us to gather valuable feedback and identify areas for improvement. Our primary objective is to support our clients in reaching their fitness goals, and we are genuinely sorry that we were unable to assist ***** further in this regard. Regarding the 3-month commitment stated in our agreements, we aimed to ensure that this was clearly communicated. Additionally, we have a 30-day cancellation notice period, which may have caused the impression of an additional payment. As soon as ***** emailed our General Manager requesting a copy of the cancellation form, which was promptly documented in her account, it was sent right over to her, and she received it on the same day. Her last billing occurred on January 21st, 2025.
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I had enrolled in a crunch membership on 5/12/23 and I went in person to cancel that membership on 7/12/23. In turn, the employee behind the counter confirmed that the membership was canceled, yet, they have been charging me monthly for the membership ever since. I need a refund for the fraudulent service.

  Business response

  02/28/2024

  This member did not come into the club to end their account. they called in on 7/11 and spoke with *** one of the managers. This is when they were told how the cancelation process works. He would of also got a copy of cancellation form. 

  Customer response

  03/11/2024

  
  Complaint: 21263326
  
  I am rejecting this response because: After that phone call, I went in on 7/12 to cancel my membership , and after a quick talk and a few minutes, the employee behind the counter, (I do not remember the name, but was a young black male, said he was new to working at the gym) assured me that my membership was canceled. Thus I left, and there was never a single mention of a cancellation form at ALL. In turn, they kept charging me on my card until I noticed months later, which is a seemingly a very common occurrence from other customers of their service, as seen on their yelp page here: 

  **********************************************************************************************************;
  
  I do not accept their predatory practices and I want my money back. 
  
  Regards,
  
  *****************

  Business response

  03/19/2024

   

  Member never came into the club and filled out a cancelation form after being told over the phone how to cancel with the assistant manager.

  Ray

  Customer response

  03/19/2024

  
  Complaint: 21263326
  
  I was told to come in to cancel, and talk to the front desk about cancelling my membership. Had you read my previous response, you would know the situation, wherein the employee behind the desk said he had canceled it, and thus, I left because I believed him. Not only that, but did it not occur to you that I had never stepped foot in the establishment again after that date? no more gym sign ins using the crunch passkey given to me after that date is a clear sign that I was NOT using my membership, and I would have canceled. I really wonder what response you have to those yelp reviews by the way, considering they went through the exact same thing I did. 
  
  
  
  Regards,
  
  *****************

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Crunch fitness in ************, ********** has for the 3rd time changed ** for late payment when no card was charged on file and no attempt to inform me was made. I cancelled my membership because of that reason last year and my son still goes to the gym because he can bike there. They have have done it again and talk unprofessionally and aggressively without admitting that they shouldnt charge the 15$ when they didnt try to charge the card. If a company has a declined payment they call or email. But this has always been an issue with Crunch in ************ **. I have spoken to the Assistant Manager ************************* who ignored my request and complain and denied me to speak to the manager in charge or give me his phone number. His name is *************** and they all run a bad business to deal with paying members inappropriately and aggressively, and unprofessionally.

  Business response

  09/07/2023

  On August 5th, one of our front desk associates had stopped a member (***************************) who was checking in with a past due payment and a late fee. When stopped the member called and spoke with his mother who pays for his account and once, he got off the phone he proceeded to make the payment of $37.81 which included a $15 late fee with another card and said his mom would also be calling in to change the card on file. Late fees do incur to an account if the card on file is not able to be processed in which case it was declined 7 times by our billing company. Throughout this period, we do also have a billing company that will reach out to members if past due on monthly payments to inform them of so. Member was also informed to update his billing before his annual and monthly dues to avoid any future late fees. As of today the account was again past due for the annual due and monthly due and members mother called in to change card on file and the payments were processed and the late fee was waived as a courtesy.

• Initial Complaint

  08/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Locked into an unlawful contact with the gym after the manager offered me predatory promotion in order for him to reach sales

  Business response

  09/07/2022

   

  Hello reaching out from crunch East Windsor on a member ******************************* who did indeed sign up for a membership and signed a yearly commitment and has been using the facility on a regular basis and also has been told by numerous employees that he has a out standing balance on his account and even said himself that he would be back to pay it  

  ***

*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. ↩