ComplaintsforCrunch Fitness

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Crunch Fitness (*******************************************************) is not allowing me to cancel my membership. I have attempted to go in person and request cancellation (the month of 06/2022) because I was leaving the region of ******** and moving to ******************* (well over 25 miles per the New ***************** Services Act) . I moved on 07/01/2022 and discovered I continued to be charged throughout my time here in ******** and attempted to cancel the membership however, I was told that my account was still ongoing and required me to be in person or send a letter through the mail to the address listed above. I sent a letter through the mail and allegedly it has not been received as the dispute is now going to claims.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was a member of the Crunch Fitness location in *********, ***********, which closed in December 2023. Following the closure, I discovered that my membership was transferred to the *********** location without my consent. I live in ******, ***********, and the *********** location is not convenient for me.Since January 2024, I have been charged membership fees for the *********** location despite never requesting this transfer and not utilizing their facilities. I have repeatedly contacted Crunch Fitness, *** Fitness Solutions, LLC, and UFC Gym to resolve this issue, requesting:1. Immediate cancellation of my membership at the *********** location.2. A full refund of all membership fees charged from January 2024 to the present.Additionally, I fractured my foot in October 2022 while I was paying for personal training at Crunch. My personal trainer at that time, ***, canceled my personal training membership due to my injury. Despite this, I continued to be billed for my regular membership from November 2022 until the gym closed in December 2023. I was unable to attend the gym due to my injury and being out of work, so I should not have been billed for membership during this period.I am extremely disappointed with the lack of communication and customer service provided by both organizations. Despite numerous attempts to resolve this matter directly with Crunch Fitness and UFC Gym, I have not received any satisfactory response or resolution.I seek the Better Business Bureau's assistance in resolving this issue promptly. I would like my membership at the *********** location to be canceled immediately and a full refund issued for all charges since January 2024. Thank you for your attention and support in this matter.

  Customer response

  07/27/2024

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

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I left a personal item at this gym and I called to alert them that I did. I told the manager the exact location of the item and they went to look for the item, came back on the phone and told me they found the item and that they would be holding onto it for me when I was able to pick it up. When I went back to pick the item up they informed me that they had lost the item, that they had no idea where it was. My information was taken and I was told that the manager would give me a call to help resolve the issue. That never happened. The item - Apple AirPods Incident Date - May 16, 2024 Time of call - 11:08am

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In early 2023 I joined Crunch Gym because of hurricane damage to my condo clubhouse gym. I went in to the club and signed up in person. I was shown a small screen credit card machine like device and asked to sign on the screen. The screen didn't provide terms, nor did it warn me to read the entire contract before signing. The complete contract was emailed to me after I signed at the gym.In April, or May, 2023 I "froze" my account, again, at the gym. NO ONE informed me that my account was automatically renewed at each renewal cycle, which was in January of each year. So, in January 2024 my account renewed and ********************** began taking monthly payments out of my checking account. I did not step foot into the gym this entire year. It wouldn't matter if I noticed this because once the account renewed, they would require me to pay for the entire year before I cancelled. I called the gym and was informed that in order to cancel my account i would have to pay 4 more months of fees. PLUS the account can only be cancelled by waiting another 30 days. I suspect that's so they can take another charge from you before actually cancelling the account. I called the gym today and requested my account be cancelled and my fees since January 2024 be refunded. The person at the desk (female) informed me that I signed a contract and I should have understood what I was signing when I joined. My request for refund and cancellation was refused and was told I MUST come to the gym to cancel EVEN THOUGH I"M CURRENTLY IN *****I'm filing this complaint because Crunch does not advise applicants at the time they sign up that the accounts are automatically renewed each year EVEN AFTER THE ACCOUNT IS FROZEN. This business tactic is shady at best and should be changed.I sent an email to the manager of the ******************************************* and have not heard back. I will owe an addition ***** to cancel.

  Customer response

  07/26/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Crunch Fitness has been resolved.
  

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

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

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I joined Crunch Fitness in ******, ** in December 2023. After experiencing knee pain I was unable to continue using the facilities and requested a cancellation in March 2024. I went into the branch, signed cancellation documents and paid cancellation fees of $114.47 on March 5th 2024. I was then charged again for a monthly fee in May. After contacting the business again, they agreed to cancel the contract and sent a cancellation confirmation by email. We were then charged again on June 29th. The branch has been intentionally unhelpful to resolve the issue. We request a refund of $94.48 for the incorrect charges in May and June and immediate cancellation of the membership and any future fees.

  Customer response

  07/26/2024

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

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On April 27 2024, I attended a free Personal trainer consultation, then agreed to sign up for the Membership. I was explicitly told that I can cancel anytime. Subsequently, my training was scheduled to commence on April 29, 2024. Despite this? agreement, the trainer failed to initiate scheduled sessions as promised.? I showed up Monday to do my? regular workout and I asked why they didn't follow up and still?? expect another payment in two weeks. Another trainer then told me he would help me out? and to return on Tuesday April 30, 2024 and h*** be my trainer.? I showed up and he was busy, I wait about 30? minutes. We had to redo the CONSULTATION. ? The agreement was for 4 sessions per week. I tried to schedule another for another session but when I showed up he was too busy training someone else and no explanation was given, why he? scheduled me for that time and I showed up and he was busy. Frustrated by the lack of adherence to our? agreement, I opted to cancel the membership, my? cancellation was acknowledged and documented on a new termination agreement signed by? myself and a manager on April 30, 2024. A termination agreement will supersede the terms of? any original contract. I was emailed a copy and the manager explicitly stated and assured me?? that no further payments would be charged to my account and I will be getting a full refund,? which is also stated on the new cancellation agreement signed.?? Despite this, I was charged again on May 11, 2024 for $344 and June 30th for $1376 in direct contradiction to the signed?? termination agreement. When I visited CRUNCH FITNESS to rectify this error, I was?? informed that the new agreement would not be honored, which is unacceptable and constitutes?? a breach of our contractual agreement.?? I am hereby formally disputing these charges and request an immediate refund of $2064, as? per the terms agreed upon in the signed termination agreement.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The gym during a trial promotion, it said month to month, no commitment, I joined online and I checked and it said it could be canceled online. I went to the gym twice, upon trying to cancel I was told I had to come into the location to cancel, at that point I was traveling a lot for work and could not. I called their headquarters and said I needed them to cancel my account and remove my card, they continue to try to Bill my card, luckily I've changed the card on file to a card that I don't use, but I keep getting notifications that every month the amount they try to Bill me goes up more and more, it's almost to $200 now. When you try to click on their location to cancel it pops up a message that dislocation does not allow online cancellations.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I attended this business location for a free personal training session on May 18, 2024. I was told that I could purchase a number of sessions for $1200 covering 6 months and decided to make this purchase. At no point was I advised that I was entering into a contract with the business and at no point was I told that there were any terms and conditions I should review or given paperwork to review and sign. I was entirely misled into signing what I thought was a simple credit card authorization for a $1200 bill for the sessions as discussed, with no terms and conditions. It wasn't until I left the location that I received a formal contract with my signature imprinted on them. I did not agree to be bound by these conditions and I certainly did not sign them. I returned to the business within 2 days to request a refund and cancellation of the contract. The personal trainer I spoke to refused to give a refund and kept trying to arrange a time for me to come in and start using the sessions. I explained to him that I was given no prior notice of a contract being established between us and did not agree to the terms and conditions. He refused to acknowledge there were any terms and conditions until presented with them, at which point he lied and told me that I had been shown them on a computer prior to signing the credit card authorization. This is not true, I was shown and told of nothing other than a bill for $1200. I wrote to the business (via certified mail) on May 22nd, 2024 (attached). I have requested a refund, describing the business practice here as procedurally unconscionable and the contract as invalid. I have politely requested a refund and cancellation of the contract. I have not even received acknowledgement of my letter, confirmed as delivered to the business address on May 24, 2024 ***** tracking number ********************). Please pursue immediate cancellation of this contract and a refund on my behalf. Thank you.

  Customer response

  07/26/2024

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

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started a gym membership with Fitness Connection Ballantyne in March 2020 right before the ***** pandemic hit. The gym closed like most other establishments and stopped charges while it was closed. Later that year I became pregnant and didnt want to go to the gym anymore, however I hadnt seen anymore charges from the gym so I figured they hadnt started charging customers again yet. Later I realized they were drafting their fee from my savings account that I had no reason to frequently check. Once I realized I immediately cancelled my membership around October of 2022 and they said there would be a following month charge for their 30 day cancellation policy and then charges stopped for 2 months. I do not have a habit of checking my savings account as I am not taking out of it, however I noticed in March of 2024 it was lower than I remember and realized I was now getting charged by Crunch fitness despite the fact that I had never stepped foot in their building. They took over the Fitness Connections accounts and began charging my account out of nowhere. I filed a dispute with my bank when I noticed. They then began charging my debit card somehow despite me never giving it to them. I have since cancelled that card. When I went in to the Crunch Ballantyne location for the first time, the manager said their system was down and since I dont have my cancellation paperwork from 2 years ago with Fitness Connection there was nothing he could do. He took my number and later called me and said he would try to work something out, but hasnt gotten back to me. This is absolute fraud and I just want to be done with this nightmare. I am a stay at home mom and do not have any funds to be getting scammed out of my savings for a service I never received. I just want them to stop trying to get money from me and delete my name from their system. I never had a contract with them and do not owe them anything they claim.

  Business response

  07/20/2024

  Good Morning,

  We will be clearing her balance and canceling the account.  She charged back any money that was collected so really we just need to close the account to prevent further billing.
  
  ?
  Thank you,

  Customer response

  07/23/2024

  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

  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

*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. ↩