ComplaintsforCrunch Fitness

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to formally complain about several issues I have encountered with my membership and my minor daughter's gym membership. As a loyal customer (my member ID is **********, I am disappointed by the imposition of an illegal requirement for my daughter. I hope that you can address my concerns promptly and satisfactorily.I have been a member of Crunch for a long period, and my usual experience has been positive. However, I was informed that my daughter must participate in personal training sessions and pay 199-550$ before she can use the gym facilities. This requirement is not supported by any written policy I have reviewed and imposes an unnecessary and burdensome condition on my daughter's membership. The enforcement of these false policies by ******** ********* (Membership Advisor, Crunch Signature - * **** **) and others appears to involve misrepresentation of services and engagement in fraudulent practices. This situation has caused considerable inconvenience and frustration for my daughter and me.Despite my efforts to resolve these issues through communication with ***********************, the General Manager of the ********************************** location, the problems remain unresolved. This has further compounded my frustration.I am requesting that the requirement for my daughter to undergo personal training sessions be removed immediately and that she be allowed to use the gym facilities without such sessions. Additionally, I would like assurance that no arbitrary enforcement of policies will occur in the future.

  Business response

  07/02/2024

  Hello,

  We're sorry to learn of your experience, and we apologize for your frustrations.  Please reach out to *************************************************** with your complaint.  Please be sure to include your BBB complaint number and supporting documentation for our review.

  Crunch Member Services

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started a membership after having my second baby, however, I was unable to fit going to the gym into my schedule. I tried to cancel on May 1st after that billing cycle, but was told I needed to email to cancel. I was unable to email at that moment and inevitable forgot. The card on file was locked so when June billing cycle declined, I emailed to cancel my membership on June 2nd. I was told my cancellation was started but wouldnt be finalized until the past due balance was paid. I had hoped they would give me an exception, but they dug their heels in over $109. While communicating, they attempted to charge the card multiple times a day, even after I request they stop. I ended up paying the balance and emailed to confirm cancellation of my membership. I was told my membership was cancelled, but it still showed active on my account. When I asked about that I was told I would continue to have access until 8/1. I further questioned this and was told that my membership was cancelled and would not be charged for 7/1 billing, but still have access until 8/1 at not additional charge, which makes zero sense because they refused to make an exception for Junes billing, but yet I have an additional month at no cost. Anyway I was hoping it was settled at that point, but my husbands card was changed $93 on 6/17 which again makes no sense. The amount seems arbitrary and theres no reason it should have been charged in the middle of June. I emailed and didnt get a response. Ultimately I want the balance of $109 on 6/6 and the mystery $93 charge on 6/17 to be refunded ($202 total) for all this trouble, but at the very least the $93 charged on 6/17 needs to be refunded and the card needs to be deleted out of the system and never charged again. I regret ever signing up at this gym and will never consider a membership here again.

  Business response

  07/02/2024

  Hello,

  We're sorry to learn of your experience, and we apologize for your frustrations. It appears that your annual fee was owed and invoiced during the cancellation process. We're happy to further review your account, please reach out to *************************************************** with your complaint.  Please be sure to include your BBB complaint number and any supporting documentation for our review.

  Crunch Member Services

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter went in to TRY the gym and the Manager, ****, conned her into signing up for a membership. ****, told her if she canceled in the first 30 days she would not be charged more than the promotion of $.05. The Associate did NOT stay with her while she filled out any electronic paperwork or explained what my daughter was even agreeing to and kept leaving to assist members. An anlternarive was not offered when it was explained she is a college student and cannot afford to pay a lot of money. It is also egregious to expect that a 20yo college student, post COVID, to even know what they are signing. When a LEGAL AGREEMENT is being presented an Associate is supposed to explain EVERY item being signed. THAT DID NOT HAPPEN.My daughter asked specifically if she could cancel if she didnt want the commitment and was told yes; which is why my daughter went in person to cancel within the first 7 days. She was advised she had to wait 60 days to cancel, she (1) would have never agreed since she will be returning to college in July and (2) would never have gone back in person to cancel. Clearly, it was not explained to my daughter; if it was then why would she go up to the location to cancel if she knew she had to wait 60 days and be charged 2 months PLUS an annual fee? Logically that doesnt event make sense.My biggest question is WHY WAS SHE NOT OFFERED A DAY PASS, or a 7 day trial? She told **** she was a college student and could not afford to pay a lot. Even knowing this, locking my daughter (a military dependent) into an agreement versus letting her try the gym first is considered predatory practices.I sent an email to the manager who replied within one day advising that she could go in person and request a cancellation (Attached), But when she did, was refused again. I called the manager and he denied sending the email, threatened to ruin her credit and then hung up on me.Feel free to contact me to discuss further.

  Business response

  06/19/2024

  Good Afternoon,

  Membership has been cancelled and a full refund issued.. member has been notified through email and VM.

  Thank you,

• Initial Complaint

  06/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi I had to move for work as an emergency to ***********, I lived in *******. I tried calling to cancel the membership to the crunch fitness Tamarac Florida and the manager ******* told me I had to fly to ******* to sign paper! Thats ridiculous I cant fly to ******* just for that. I went to a crunch here in *********** and they told me they couldnt cancel it either! I need corporate to cancel my membership asap! Please. Attached is my barcode number **********

  Business response

  07/09/2024

  Good Afternoon,

  We reached out to ******* and canceled her account.  

  Thank you,

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did a trial at the gym in ******, OK on April 16th 2024. I was lied to when I signed up and then treated like dirt from some of the morning employees. I requested the membership to be cancelled on May 4th 2024. I have emailed countless times trying to get a response. I was told "sorry our emails get flooded". No excuse. I have requested the general manager to contact me, no response. I want the amounts I paid refunded back to me as I requested this to be cancelled BEFORE I got charged. I was also told when I signed up I get a free month, that didn't happen because I was charged $32.61! I was also charged again for not only a monthly amount of $32.61 but an additional amount of $54.36!!!! Refund the $119.58 to my card and cancel this membership like I was requested 45 days ago!!

  Business response

  06/19/2024

  Good Afternoon,

  Management Response:

  I reached out to her and informed her of the refund that will be getting back to her account. 

  Thank you,

  Customer response

  06/26/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an account that was opened with crunch fitness in *****, ** 3 days later I had spinal surgery, and I was not medically able to go to the gym. I called COUNTLESS TIMES to cancel this membership, after speaking to the manager I was told this account was closed. I NEVER used the membership never stepped foot in this GYM now theyre reporting to my credit I owe them over $200?!?! Absolutely not!

  Business response

  06/20/2024

  Good Morning,

  We are going to waive the balance and remove it from collections.  Management from our ***** team will reach out and inform the member.

  Thank you,

• Initial Complaint

  06/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I cancelled my membership on 4/23/24 and was rightfully charged on 4/25/24 for *** since it wasnt 30 days before the billing cycle. On 5/25/24 I was charged the fee for ***** which should not of occurred. I emailed them explaining situation on 5/25/24. On 6/3/24 I called. Spoke to ***** who said the manager **** would call me. On 6/7/24 I went to facility because I was not called. ***** was there. **** was not. He stated they had made an error and it would be corrected and **** would call me the next day. She did not. On 6/10/24 I called and **** was not there. ***** stated he would fix the error with corporate. He stated refunds are credited on Fridays and to expect a credit by June 26th. This is poor customer service. The manager has yet to contact me or apologize for their mistake. I want my money back.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Crunch fitness in *****, Ok to cancel my membership. I was told I needed to go up and cancel in person.On Saturday, June 8th the company tried to charge my card for their annual bill as well as the monthly payment. I went to speak with the manager on June 10th to cancel membership and not paying the annual fee since I havent been there in several months and I would not be going back. I was told the ** was unavailable, I couldnt cancel my membership until the annual payment was made.I tried contacting the corporate office, the phone number is not monitored and was unable to talk to a person. I sent an email to the corporate office and have not received a reply.I was finally able to talk to the ** over the phone, she informed me I needed to pay the annual fee or the membership would stay active and I would continue being charged a monthly fee as well as late fees.When I called Crunch to pay the fee so I could be done with it, they informed me I couldnt pay it over the phone, I needed to come up in person.It was a huge waste of time and money for something as easy as canceling a membership. The company refused to try to help me, I was unable do get in touch with anyone at the corporate office.

  Business response

  06/25/2024

  Good Afternoon,

  Managing Partner ****** received a BBB complaint from member *********************.
  The ** reached out via phone call to the member & left a voicemail.
  Member called back a few minutes later, and ***************** apologized for ***'s experience with us. ** refunded the $73.91 to the card on file that was charged. *** accepted the apology and thanked the ** for looking into the situation. All parties ended on good terms.

  Thank you,

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I just want to cancel my membership! I no longer live in the area and have not since Dec 2023 and have been paying my membership since I can't get it canceled. I attempted to go to my local Crunch in ******, AL to cancel and they can not cancel it because this gym won't move my home gym. I have called the Midland Crunch numerous times and keep getting told I will be called back over and over again with no success of getting a return call. I finally just cancelled my card hoping someone would call me, then I just get an automated call. At this point I owe for June 2024, and will not pay until I can confirm I won't be getting charged again for July 2024. This is insane that I've spent 6 month's trying to cancel a membership and can't get it cancelled.

  Customer response

  07/04/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Crunch Fitness regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing you about trying to cancel my account with "**********************" gym here in ************** pa. I went to thier website and canceled my membership on 05/03/24 and was given a notification that I would get a confirmation email in a few days, on 05/07/24 I was charged $17.99 monthly membership and $59.00 annual renewal fee, I had transactions reversed The annual fee I canceled last year. I told my bank to block them as they kept trying to charge me. I then get an email that I owe $18.00 for the month, I wirte to them I'm canceled. They call me, so only way I can cancel is to call them on the number they called me on, the website doesn't count even though it has a section to cancel if I went to the gym to cancel I can't only on that specific number and now I owe $33.00 for month fee and late fee and then I can cancel and they won't cancel me unless I pay. Please help, I canceled on line and in email, that should be binding. Only cancel on a specific phone number is a scam to get more money out if me. I dint sign any contract stating otherwise. Thank you for your help. ***************************** ************

  Customer response

  07/02/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Crunch Fitness has been resolved. Unfortunately the only way for me to cancel was to call a specific number which was not given on the website or at the actual fitness club, in addition I had to wait ****************************************************** august, thus i paid $84.00 to just cancel. This is a scam in itself, the say you can cancel anytime or put account on hold, but it is a lie, I'm very upset and really needed the money but there was nothing I can do.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

*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. ↩