ComplaintsforChuze Fitness

• Initial Complaint

  02/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Chuze Fitness charges an annual fee. However, they do not send any communication via phone, email, or mail that the annual fee is going to be charged to your account. As soon as it came out of my account, I emailed them to see if they could cancel and refund the charges. They replied with a comment that it was in the contract I signed. I did not realize when I signed that contract that there would be absolutely no warning prior to the annual fee being charged to my account. A business with integrity will properly notify their customers that a charge is going to be applied with enough time to cancel if needed. I am a single mom of three and this money was a financial bind that I was not expecting.

  Business response

  02/24/2023

  Hello *******,
  
  
  We apologize for any frustration that may have stemmed from this. During the enrollment, the Annual Fee amount and date are provided to members and additionally require initials for acknowledgment in order to complete the enrollment. 
  While we do not send reminders to members regarding Monthly or Annual Fees, a copy of the Terms and Conditions is sent to the email address provided to ensure members have access to what was agreed upon. We apologize if this information went amiss.
  We appreciate you reaching out to us. And hope you enjoy the rest of your day. 
  
  Kind regards, 
  
  Chuze Fitness
  Member Services 
  

   

  Customer response

  02/27/2023

  Complaint: ********
  
  I am rejecting this response because: It is very frustrating to me that a business your size would not simply refund two annual fees.  I am a single mom raising three boys and that money may not seem like a lot to you, but it is to me.  
  
  
  
  Regards,
  
  ******* ********   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  02/27/2023

  Hello *******,

   

  We understand that this may not be the desired outcome, and apologize for any frustration this may cause. While a refund of paid dues would not be applicable, we show the memberships have been set to be cancelled, therefore no further charges will be processed. However if you can provide us with a time-stamped screenshot or forward us the email of your request to cancel prior to the charge, that will allow us to refund paid dues that match the date sent.

   

  Kind regards,

   

  Chuze Fitness

  Member Services 

• Initial Complaint

  05/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 23, 2022, I got charged $78.71 for what they told me was the annual fee and services charges. My agreement started on Feb. 25, 2021, and this year before that (February). I called stating that I wanted to cancel it because I was moving out of the country, they informed me that they were gonna process it before the year to avoid charging me the annual fee. When I noticed the charge on my account (which is the inconsistent meaning I started my contract two months before April) I called again and they told me I needed to go in person to do the cancelation 10 days prior to the billing date and that I could contact a manager to get that refunded. After I go in person to sign the cancellation form, the lady at the desk tells me I couldn't get the transaction refunded and refused to even try and call the manager so I asked for the manager's email (**************************). I explain the whole situation through email to which he just responded by asking for clarification, after that he never got back to me. I just think it's unfair that I'm paying for this, I could've done the cancellation on time if it wouldn’t be because of miscommunication and bad training among employees.

  Business response

  05/05/2022

  Hello *****, 
  
  Thank you for taking the time to contact us. We are sorry to hear of your dissatisfaction while cancelling your membership with us. Upon reviewing your account, it appears you had cancelled your membership on April 22nd, 2022, the day after your monthly dues were collected and the day your annual fee was due. We apologize if these charges were something you were not expecting to see. We aim to make sure all members are aware of their Annual Fee and bill dates by going over it with you when you sign up, having you initial for it on the agreement, and by providing you with a copy of the agreement. We also include the Annual Fee charge and the 10 day cancellation policy on all of our membership pricing literature in hopes that all members and prospective members are properly informed of it.
  
  While a refund is not applicable, your membership is cancelled and no further payments will be taken. Thank you again for contacting us, and we hope you have a great day!
  
  Kind regards,
  Chuze Fitness 
  

*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. ↩