ComplaintsforCrunch Fitness
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Complaint Details
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Initial Complaint
09/27/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
My son ***** ****** a minor had a membership at Crunch Fitness in **************, **. In mid July I went to Crunch Fitness and paid for his final month. I asked to cancel his membership at that time because he was going to away to college. I was told to call a number and I tried the number and it didn't work. So I called the manager at Crunch of ************** and she said she would fix it. Since then I have canceled online 3 times. Canceled on phone about 60 times. Each time I am told it will be fixed or that I owe money. So I paid another payment in September with the promise that this would resolve the issue. I still get a phone call daily. I don't know how many more ways I can cancel this membership. I paid an extra month in good faith to resolve issue. This is harassment and extortion at this point. I should be reimbursed but I just want the aggravation to stop.Business response
09/30/2024
Good Morning,
Management Response:
This member has been cancelled, we waived his balance and gave him a refund for August and September.
***** and his father know we did this.Thank you,
Initial Complaint
09/26/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I enrolled on 8/18/24 - I worked out on 8/19/24 and cancelled on the 20th. I called prior to going in to cancel I was told because it was in a 3 day window in which I signed the contract I would not be charged and the contract would be void, yet, my account is overdrawn because of someones misinformation. Someone with authority needs to contact me. I was also told this gym would have been $29.99 and now it says I have a past due balance of $44.Business response
09/30/2024
Good Morning,
Management Response:
She has been handled, cancelled out and refunded.
I have attached screenshots to provide- I also have spoken and emailed *** **** for her to have for her records!Thank you,
Initial Complaint
09/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My bank had already been charged the regular fee ***** on September 16, 2024, and yet another charge that they refuse to refund was processed through my bank today for *****. I called the gym and asked to speak to a manager and as usual they are never available, so i asked for the corporate office which they assumed not to know the information and i was told that management would get back to me as soon as they could as they were in a meeting. They are always in a "meeting" and the employees always answer when questioned that they "don't know". When I asked to cancel my membership, the manager asked to explain, at which I insisted my membership be cancelled and informed him that I didn't believe anyone when they said they had no idea where the corporate office was located which I was able to find after a ****** search.Business response
09/25/2024
Good Afternoon,
Management Response:
The ***** is a bank fee for insufficient funds from her September payment. We canceled her on 9/20 and collected a final payment of ***** (monthly plus late fee).
Thank you,
Initial Complaint
09/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
They are not allowing me to cancel my membership. It's been since july firstBusiness response
09/19/2024
Good Afternoon,
Management Response:
I wanted to follow up regarding ******* ****. I spoke with him directly, and we were able to resolve his issue. He has agreed to remove his complaint.
Thank you,
Initial Complaint
09/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 7/11/2024 ABC Fitness Club / Crunch Fitness unauthorized drafted $720 from my bank account. They refused to escalate or follow up to refund my account.Business response
10/01/2024
Good Morning,
Management Response:
This member was mistakenly charged for a previous personal training agreement. A refund of $720 was processed to the mastercard ending in **** on 9/27/2024.
Thank you,Customer response
10/02/2024
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
09/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Made a freeze 10/15/2023 then again on 3/16/2024 but second freeze did not get approved, went in person to cancel account due to lack of use on 4/24/2024 @ 6:00PM, signed the forms of cancellation but it turns out the employee made a freeze instead am still getting charged. Employees can't cancel my account without billing me even more despite this being on their employee's fault. Was told to contact corporate but corporate number on website does not work, can't even get in contact through corporate by email. The "manager" of the gym can't even point me to the way of corporate info, stated he will process a refund for me made a call today and worker said a refund process was never even made.Refund me all the money that was spent since April of 2024 and cancel my accountBusiness response
09/18/2024
Good Afternoon,
Management Response:
We are canceling his agreement and refunding the last four payments.
Thank you,
Initial Complaint
09/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My daughter who is a minor (16 years old) was able to enroll in a membership without my permission. I did not give any authorization for her to use the facility or incur charges on my debit card. The membership was started in july where an initial fee was charged, then a monthly payment in August, and I noticed an annual charge today. The charge also states that this was paid at the facility in ******* which is false. I was just made aware of these charges. Her membership info clearly states her correct birthday of ****. There is no corporate number to call, I tried calling the gym itself (just rings), and I have sent an email to ****************************************** and sent in tickets through the online system.Business response
09/25/2024
Good Afternoon,
Management Response:
I wanted to circle back on this member. Minor joined online 7/6/24 and when she came in for her first visit on 7/6/24, the team did not ask for ID which they would have discovered that she was only 17 years old, and we would have needed a minor's consent on file. Member then checked in on 7/7; 7/9 & 7/12. Member was stopped by **** on 9/10/24 and refused her entry as we did not have a minor's release on file. I called the Mother **** ********** back on 9/10/24 and explained what happened. She requested for the membership to be cancelled, and the fees refunded, which I agreed.
I then called *** to assist with the refund and cancellation. I reached back out to *** billing today to ask why the account was still active and billing. Tech support said that the **** account is rejecting the refund. Case #********. The amount owed as a refund is $117.97. I cancelled the account today effective immediately.Thank you,
Initial Complaint
09/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
To whom it may concern:I am requesting to be removed from Crunch Fitness marketing via **** mail, and all other types of marketing. It has been a very aggravating system to have an address removed by this company. I attempted to request this on their website, however there wasn't an applicable option to do so. I called into Crunch's corporate headquarters and was given an email to send the request. Now, they sent me an email sending me to another method to have my information purged from their system! Why would they make the process so difficult?!!! I am requesting to remove the following information from their database, and that they do NOT share my information with any third parties, affiliates, etc. Also, I am requesting that they contact the company that provided Crunch with my information and request that they also delete it from their database. Better Business Bureau: Please redact my name and any personal identifiable information, if this complaint is to be made public. Thank you.Business response
09/09/2024
Hello,
Thanks for your concerns. The data privacy form links sent to you are to ensure a team can comply with all state and local laws applicable to data privacy. Additionally, they ensure the process is thorough across all systems. The sooner they are completed the sooner we can fulfill your request.
Crunch Member Services
Customer response
09/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
I have requested to be removed from many direct mail marketing over many years, and Crunch Fitness is the ONLY company that has made the process unreasonably difficult. It is not required by law that any person is compelled to go through a company's formal steps. It's a simple request; remove my name and mailing address from your company's direct mail via the ****. Also, Crunch Fitness should provide an option on their website to request that direct mail be ceased, similar to other companies.
Remove my contact information from your database and discontinue your company's direct mail marketing to my residence!
From ***************** - "Contact the company and request that your address be taken off the mailing list. If you're making a written request, send a copy of your mailing label along with the letter. If you call, chances are you'll have to work through a telephone tree and leave your name and address on an answering machine. It usually takes at least four to eight weeks to be removed. In some cases, the company may have a website that will allow you to remove yourself from their lists."
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ********
Business response
09/25/2024
Hello,
You have now been removed from all direct mailings and marketing communications.
Crunch Member Services
Customer response
10/01/2024
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
09/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I informed Crunch by phone to cancel by monthly fee... The gym is no longer there on **** Tabo here in ***********.... I am still being charged for the third month and I have tried calling them but no answers the phone.... They seem to have changed there name from the other side of the city....These payments were not authorized.Initial Complaint
09/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I contact the Crunch Fitness corporate office in early July to cancel my membership, which my mother pays $31.99/monthly. I was advised that I had to give 30-days notice and since the annual club fees of $69.99 falls within July, I would also be charged that leading up to cancellation. ****** came around and we were charged another $31.99. I called again and was advised to contact the **************, ** site since that was the location I signed up to attend. I called Fairless Hills and spoke to the manager and was advised that my membership was still active and that I had to call a different number to cancel. That number advises me to leave a voicemail and then hangs up. All I want to do is cancel my membership. I expect to receive another charge on 9/1. I have tried contacting the Fairless Hills site again today, 8/30, and spoke with the manager and was told they cannot cancel a membership and was advised to contact the same number as before. I even tried contacting the company via their website contact form. All it states is that someone will get back to me. This is utterly frustrating and not fair. Ideally O would like my membership canceled and all payments made as of 7/1/24 refunded. But at the bare minimum, stop charging me!Business response
09/11/2024
Good Afternoon,
Management Response:
it has been successfully canceled, and the member is happy with the resolution.
Thank you,
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Customer Complaints Summary
915 total complaints in the last 3 years.
437 complaints closed in the last 12 months.