ComplaintsforCrunch Fitness

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a retired senior (with a medical condition) who relocated from ********** to *********** early this year. I requested CRUNCH ******* at least nine times to cancel my membership and this has not yet been done. A complaint has also been filed with the New ************* of the ************************* of ******** Affairs.

  Business response

  07/09/2024

  Good Afternoon,

  ********************* sent our ******* location a certified letter in the mail on March 13th asking to cancel his account. Once the letter was received, it was noted in the member's account and a deactivation form was filled out for him with his final billing date of April 1st, as per the membership agreement a 30-day notice, hence the April 1st last billing date.  However, when we entered the cancellation on his account, it was declined because ****** did a chargeback with his bank for both March and April.   Once a chargeback happened the account went past due, and the cancellation went into the pending status. Unfortunately,  no account can be canceled until the account is current with all payments.  As noted, the membership account 2 months past due (March & April). As a gesture of good faith, we will only ask for one month's payment and waive late fees.  Once that is received, we will move forward with the cancelation.  
  
  
  ************ can reach out to the general manager, ******, by email at ***************************************** or call the gym at ************ to clear up the account. 

  Customer response

  07/09/2024

  Complaint: 21779494

  Good Afternoon,

  I am rejecting this response because the CRUNCH ******* is falsely implying that my certified letter was the first notification they received about the cancellation of my membership. Only AFTER THREE ATTEMPTS (see below for the sequence of dates and times) did CRUNCH ******* inform me that I had two options to cancel the membership 1) come in personally, which was impossible for me a senior to comply with, because I had relocated to *******, ** and a round trip drive would be at least 3 hours, and 2) it could be done by Certified Letter, which I did when informed.

  29Feb 24 04:26 PM EST Spoke to **** and informed him that I relocated to *******, ** on February 16, 2024, and requested to please CANCEL my Membership 7283-10690.
  29Feb24 Sent email (see attached) to Manager **** and others confirming my verbal conversation earlier that day to cancel my membership **************************************** ****************************************** ****************************************
  2Mar24 11:23 PM EST - Sent email (see attached) to Manager **** and requesting confirmation that my membership was cancelled (****************************************** *************************************** *********************************
  13Mar24 Sent Certified letter (see attached) to Manager **** requesting cancellation of my membership.

  While CRUNCH ******* accepts online registrations, it should also accept online cancellations. According to the ************************* ****** of ******** Protection, this is considered an unfair practice under Section 5 of the code. I request the BBB 1) to explain why CRUNCH ******* took an unusually long time to respond, and 2) take this to the next level to ensure that other clients of CRUNCH ******* are not treated the same way.
  

   Regards,

  *********************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company tried to take advantage of me im pregnant and was on bed rest and could no longer workout and was given false options of what i could do with my training and also forged my signature on to papers i never signed to make sure they could keep getting my money

  Business response

  02/05/2024

  Good Afternoon,

  Was signed into agreement and didnt not give 30 day cancellation.  

  Thank you,

  
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The membership cancellation policy is outdated and, quite frankly, ridiculous! Two ways to cancel membership: a certified letter or to come in person. There is no decency to accommodate a persons needs; what if someone is hurt or has a mobility issue? Not their concern. When I tried calling, their customer representatives did not answer the phones, most of the time, the line was not even active, and no tone was heard. In the age of technology, there should be more accommodation to manage a membership online.Moreover, when I joined, they had no issue taking my membership credentials over the phone, but when I want to cancel the membership, it is all of a sudden an issue. The policy is dated and does not consider the flexibility or needs of customer. Moreover, I have been trying to cancel this membership since January of 2023, it is now June, all I have received is the runaround. It should not be this complicated to cancel a gym membership.

  Business response

  07/05/2023

  Good Afternoon,

  Unfortunately, we cannot locate this member at our Crunch *******, ** location. If this was filed in error, please file the complaint to your Crunch home location in order for the complaint to be resolved. 

  Thank you,

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Broke my ankle on 12/29/22 and called the gym to cancel my month-to-month membership. They told me I must come in person although Im literally in pain in a cast and unable to drive. They had the audacity to tell me to take an Uber. I sent my daughter on ******* 2, 2023 instead, and she had to sign a cancelation piece of paper for me, copy of which wasnt even given to her! Thank god she took a picture of it. They charged me on 1/21/23 for a month ahead. Mind you I havent been there on over 3 weeks. I had called 3 times each time speaking with someone different who didnt even introduce themself. Was given 3 different stories. First told me to find the cancellation piece of paper otherwise they cant even talk to me (what?). Then told me that the 1/21/23 charge is for the previous month which is a LIE! I prepay for a month ahead, and have proof on my Discover card. Requested to speak with a manager (******) who told me too bad the charge already posted, and she cant do anything. Are you kidding me?? A few years ago I had an issue with an overcharge, and a manger (who was a guy back then) was able to fix it right from the reception area computer. Ive been with that gym since 2006 with 1 year break when I moved out of the area during COVID. ** also paying for my daughter every month whos a freshman in college in ************* and only goest there when on breaks. Whats disturbing is the blatant lying. Again, I havent been there since 12/28/22 and the ******* was prepaid for in December 21, 22. This new charge is for February. For what??

  Business response

  01/30/2023

  Good Morning,

  We received a call on 1/25/23 from *********************;regarding her account being charged. ***** stated she called the day before to ask how to cancel her account and to see if she was going to be charged. She told me, ***************************, she did not remember who she spoke with, but someone told her she would not be charged her final month. I informed her that because her billing date was the 21st of each month that unfortunately it wouldnt have made a difference as she had already been charged on January 21st.  She then said that she had called earlier in January. I looked further into the account and saw a cancellation form was already scanned into her account with a date of 1/2/23. With a cancelation notice of 30 days from cancel date, it indicates a final bill date of 1/21/23.  We emailed her a copy of the form that was signed.  ***** requested a refund for the final bill date and we informed her that the final billing was indicated and is reflective of our billing policy, however we would put a request in for a refund but couldnt do it at the club level as it would need approval.  I also told her after I speak with them, I would give her a call back and let her know what we can do about the charge. 

   

  Thank you,

  Customer response

  02/02/2023

  
  Complaint: 18898478
  
  I am rejecting this response because:
  
  
  I did not call on January 23 "to find out how to cancel the membership". I HAD ALREADY CANCELLED which is evidenced by the cancellation notice from January 2.    I called asking why my credit card was charged on January 21 for the next month, in advance.   

   

  Still waiting for my refund. 

   

  
  Regards,
  
  *********************

  Business response

  02/10/2023

  Good Morning,

  As stated, the member signed a cancellation form on 1/2/23 with a final billing date of 1/21/23 (30 day notice).
  Although the members agreement clearly states 30 days notice and the cancellation form was signed with their final billing date of 1/21/23 we will refund the charge in good faith.

   

  Thank you,

  Customer response

  02/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:You closed my complaint #******** that has not been resolved. You closed it a week after the business responded that they will refund me, and they did not. I was waiting for the refund before I'll respond. What was I suppose to say? They can say whatever and not actually do it - which is exactly what happened in this case. I do not have my refund.
  
  
  
  Regards,
  
  *********************

  Business response

  03/06/2023

  Good Morning,

  A refund has been processed for ********************* $22.81 on the credit card ending in 5049.  This was done through our billing company and sometimes takes a few days for the customer to see the credit on their statement.

   

  Thank you,

• Initial Complaint

  07/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This incident started in November of 2021. I was interested in cancelling my gym membership because I was not going to be in the area for an extended period of time. Management made it very difficult to cancel, was conveniently never in the building, and was demanding I come in person to cancel. I explained my situation to them and was advised to mail them a letter stating I wanted to cancel with my signature at the bottom. First letter was sent out, Crunch claims they never received the letter. I sent an additional letter with the same end result. Calling for my third time, I asked the associate to put a hold on my account for two months until I was going to be in the area to come in and cancel. Was advised a hold was on the account and to my avail, Crunch attempted to continue to charge my Amex. With no other options, I called Amex, put the charges in dispute. I was credited and put a stop payment on the merchant. A few months pass and I start to receive charges from a completely different Crunch location, which I never approved. I put the charges in dispute, put a stop payment once again. Presently, on July 19th, 2022, I received a threatening email and phone call stating that the balance on my account was going to be sent to collections. I have not used their services for almost ten months, attempted to cancel multiple times, and they are still trying to charge me. Management at this location are using unethical business practices with extremely poor customer service.

  Business response

  08/09/2022

  Good Afternoon,

  In regards to *******************************, back in October 2021, he called to inquire about our cancellation policy and was told he had to come into the facility, in person, or send a certified letter in the mail. He agreed to come in and a note was put on his account. No further action was taken by ****** and thus billing resumed as normal.
  
   
  
  He called again in March 2022 asking about the cancellation policy again and was told the same thing he had been told in October. This time he agreed to send a letter in the mail. We never received a letter in the mail and the account is now 4 months past due.
  
   
  
  On July 19th 2022, ****** called again to try and cancel over the phone. He was informed by our PT Manager, ******, that his account was past due. He told him that he waived the late fees, but he would have to come in person to cancel and, at that time, he can come up to date on his overdue balance. Since then, he has not come in to take care of his account.
  
   
  
  As of today, August 8th 2022, his account has been canceled, as it was sent to collections as of July 16th 2022. His current balance is $79.70, this is after we waived all late fees.

  Thank you,

  Customer response

  08/10/2022

  
  Complaint: 17592168
  
  I am rejecting this response because:
  

  I never agreed to come in in person to cancel my membership. The whole reason of my phone call when I originally wanted to cancel my membership was because I was going to be out of state for an extended period of time, due to being placed on a work project out on the West Coast. Clearly, I was not able to easily go into the business and cancel. My second phone call to the gym resulted in being lied to. One of the associates advised me he was going to put a hold on the account for two months, giving me enough time to come back to the east coast during the holidays to cancel so I would not be charged anymore. Few days later, my Amex is still getting billed from a merchant I never approved. I never authorized Crunch Fitness in Princeton to charge any fees to my Amex card, plain and simple. This is theft. I did not access any Crunch Fitness gym throughout this whole time frame. I did not use any of their services. The hypocritical response clearly shows that management at Crunch Fitness could have cancelled my membership when I first called but will do anything in their power to continue to bill customers.

  I am simply asking for confirmation that my account has been cancelled and any balance on the account has been credited back to a $0 balance.

  Regards,

  *******************************

  Business response

  08/19/2022

  Good Morning,

  Our billing address is in ********* ** and that is why the member would see that location come up on his Amex card.  Our policy is very clear with all our members, as its stated in our agreement and when our members inquiry by phone.  Cancelations, freezes or any account changes are to be done in person at our location.  If a member is unable to come in then we ask for it in writing,  usually by certified mail as the member would get a receipt of us receiving the letter.
  
  All calls are log in our system and as stated prior there is records of ********************** contacting the facility. Each time we informed him that we couldnt freeze or cancel unless we had it in writing, we cannot do this over the phone.  This was communicated in October, March and July.  The letter submitted to the BBB was the first written communication we received from ********************** and in turn his membership was canceled.
  
  As far as the small amount that is still due to Crunch Fitness, we will waive it with the understanding that ********************** doesnt attempt to join any of our facilities.

   

  Thank you,

  Customer response

  08/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  05/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to cancel my membership for 4 months. i have sent emails and text messages requesting the cancelation forms. Forms are never sent and the monthly charges dont stop. Now I am told that I can only cancel by going to the club and cannot cancel until all bac charges are paid. I have several health issues that prevent me from going to the club. I also should not have any back charges since I have been attempting to cancel for several months.

  Business response

  05/24/2022

  Good Evening,

  ********************************* membership was delinquent back in February 2022. At that time, he was sent past due notices letting him know he may need to update his card on file or add a new card to his account because his membership dues were declined and to avoid any late fees, he should handle it as soon as possible. From then he stated he would like to cancel his membership with us and he did ask for us to send him the cancel form though email.  We informed him that our cancellation policy allows for every member to come in person to cancel their account or if they cannot come in person, they can send us a letter in the mail. We do not cancel members over the phone, or through email especially if there is a past due balance.  We informed him that before you can deactivate an account he would have be up to date with the payments. Since notifying ***** of this he has taken no actions towards the account. 
  
  In light of ********************** owing for previous months before he informed us of his intent to cancel, we have in good faith canceled his membership and waive all past dues owned to us.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On Dec23 2021 I was at ***** ********** when the banker I was doing business with noticed numerous withdrawals From my account from Crunch fitness. At the time it was $489 dollars . It would prove to be a bit more.$527 dollars.I was upset about this because in March of 2020 I had cancelled in person with an employee who worked the front desk and told me me that the cancelation of my membership due to Covid concerns was done sucessfully twice. On Sept 30 2020 Crunch gym called for past dues due to closure, I asked to speak to the manager since I cancelled my membership previously. The mgr. ******************************* came to the phone I explained the past events and she said she understood and I quote"I'm canceling your membership as we speak". Not true. It was not cancelled until I went to Crunch fitness and spoke with current mgr ******************* Dec 24 2021. I have not received a refund which *************** promises but neverdelivers .I find him disrespectful.

  Business response

  03/10/2022

  Good Afternoon,

  Unfortunately, we cannot locate your membership at the ******************* Crunch OR at the *******, ** Crunch either. Please let us know which location is your home club, so we can resolve this complaint.

  Thank you,

*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. ↩