ComplaintsforCrunch Fitness

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I signed up for crunch gym in October of 2023 they told me that I had to do something called a kick off upon my sign up, in which they basically force you to sign up for personal training. I told them that I would do the personal training for 3 months and then cancel in January. when January came around I canceled the personal training. On April 17 I was charged ****** and when I called them to get answers as to why I was charged no one would speak to me and kept telling me to call again later or call the next day. I wasn't in the state at the time and after 3 days of calling multiple times a day I finally was able to go in person and speak to the personal training manager. I told him I was having financial hardships and I had canceled in January and was still getting charged. the manager ************************* apologized for the inconvenience and was seemingly sympathetic and said he would waive the 30 day notice ( which I did not know about when I was coerced to sign up) and cancel the training right away. I though this was over until two weeks later on May 2nd I was charged ****** again (these are twice a month payments plus the gym membership fee) I once again go to the gym to ask what's going on and they tell me that my account was still active and that they could not refund my money and that I would have 4 personal training sessions to use of which I only used 1. they then assured me that I wouldn't be charged again, but this happened 1 to many times so I canceled the bank card that I used with them and put my amex as the card so that I could still pay for the membership not the biweekly ****** for 4 session personal training that was only half an hour a session. I was not charged for a few weeks and then on June 27 I saw a charge for ****** on my credit card I went to the gym once again only to be told that the was the payment that I disputed on may 2nd and that I couldn't use my remaining sessions. I have canceled my membership. They have unethical predatory practice

• 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

  07/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I attempted to cancel a personal trainer contract now several times. They offered to freeze the contract for months if I pay more money. My first attempt was well into the free cancellation period but went ignored. They require mail cancellations they only ignore. Now Im required to pay 100s$ for a contract I am unable to use due to moving away but they wont cancel. The is bad business practice!! Everyone should know! They should not be allowed to do this to customers. They need more payments for a service I can never use. They ignore requests to cancel.

  Customer response

  07/22/2024

  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.
  I was contacted by the general manager resolved the account.  Thanks for fixing my issue.  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This company charged me on 5/31 for my monthly dues and late fee although I was not late but had blocked card to avoid being over charged. Ive emailed constantly , called , put in a complaint. Their representatives kept denying charges saying I was paid up until June and had a 15$ credit when they withdrew money that wasnt owed. I can only imagine the amount of people theyve done this to, and how many thousands of dollars in fines and unjust monthly payments this company is stealing from their customers

  Customer response

  07/26/2024

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

  Also had the same issue again after paying with ach their system attempted to withdraw more money as payment was pending. 
  Sincerely,
  
  ***********************

  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a gym membership at Crunch Fitness for over a year. I had changed jobs and was no longer in the area so needed to cancel. I called the location in September of 2023 and told them I needed to cancel. They told me I had to come in in person to cancel. I said there must be a way to cancel without coming in as I was not in the state at the time and the reason I needed to cancel is I was no longer near the location. I was given the manager and he asked me for specific information, which i gave him, and he said he would process the cancellation.A little over a month later I noticed another charge from the gym. I called back and said I cancelled and should not be being charged anymore. The person I spoke to said that I was being charged because they charge an additional month after cancellation, which I thought was weird but didn't argue it. (when I pay the initial amount it is for the month I am about to use, not the month I have used)In February 2024 I noticed I was still being billed by the gym. I called them up and told them I cancelled in September of ************************************************************************* September. They said that the cancellation paperwork was never put through, that the conversation I had was with the old manager and that "there was a reason he no longer worked there." They said they were unable to refund me the fees. I went to the location to confirm my cancellation had been processed this time and asked to have the manager's email address. The girl at the desk confirmed my original cancellation email was still in the inbox and that nothing had been done with it. I emailed the owner about the issue to get refunded, but she never replied.So, in short, I did what I was instructed to do to cancel my membership, I continued to be billed for 6 months after the fact and was then told it was my tough luck that the old manager didn't know what he was doing and they couldn't be held responsible for his actions.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Gym has debit my account for two membership and matinance fees for two months totaling *****. For a second membership that I never requested. (*******) The the ** and her staff has repeatedly stated that they have processed a refund however over the past month nothing has occurred. There is one excuse after another and I need help getting this resolved please. This particular gym has had numerous complaint for this very thing of fraudulently debiting accounts and refusing to correct the situation. On 5/2/2024 They took *****, 6/2/2024 they took ***** and on 6/1/202 they took ***** without my authorization and has inactived my account stating that I never paid.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  So in about 2019 I had a crunch fitness membership that location. I ended up cancelling that same year.Last year around July I began getting charges to my account again. I travel for work so it was months before I was back and able to handle the situation in person. It was impossible to get any help over the phone. Once I went in they told my account was active again which was why I got charges. I never activated it. I asked if they could provide me my original contract I signed or even my new contract that I allegedly reactivated. They didnt have any of them on file or systems. I ended up paying my what I owed them to shut down my membership and left after a frustrating exchange.Yesterday after nearly a year I am contacted by their debt collectors saying I owe them $102 due improper cancellation. Saying they filed a claim again me cause there is no proof I cancelled. This is now starting to affect my credit.Which is impossible to me. There would be video evidence of the cancellation.It hard to wrap my head around how if they can find my contract how I am sstill in debt to them even after I sign and cancelled multiple times. Sorry if this is a bit confusing please feel free to reach out via a phone call.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  In August of 2023, I ****ed a contract for a personal trainer at Crunch Fitness in ********** VA. I then realized I had surgery coming up in the time I'd be using the trainer so I had my doctor **** a letter stating I wouldn't be able to use the facilities for 60 or more days just like what the contract requires for cancelation. I went back and forth with management for weeks before they ended up saying they would pause the trainer charges for 2 months, at this point I had been very stressed dealing with the recovery of my surgery and many other things so I told them that was fine under duress. My membership was also canceled by the gym so I cannot use my trainer if I was able to, I brought this issue up to them and they brushed it aside and ignored me. They were very rude and would ignore my emails constantly. I would like to just cancel the contract or get full reimbursement if possible.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I signed up for a yearly contract which should have ended on June 6, 2024. I went into my local Crunch Fitness and informed them that I would not be renewing my membership after fulfilling the terms of my current contract. He said my final payment would be $31.99 on May 20 and I said that was fine. He assured me my membership was cancelled.But on June 6, Crunch withdrew $59.99 from my bank account for a renewal fee. I called my bank, explained the situation and they stopped payment. A week later, Crunch charged my debit card $59.99 without authorization. Again, I called my bank and they had to close my card and issue a new one for fear that Crunch would try to charge me again. Then, just yesterday, i got a notification that they were trying to withdraw money from my account again. I have reached out to Crunch but received no response.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  hello I work out at *********************************************************'ve been at this location for 35 years never a complaint in all the gyms that have been here. Yesterday 6/20/24 I approach a manager *************************** if she could please change a channel on the tv,i thought this was a easy request she treated me like I was her kid with a quick no with no explaining, I ask her nicely again for this simple task because a lot of the members were complaining about the political channel she was playing.she again quick no this went back and fort until she grab the remote and changed a different tv ,that's when I told her you know I'm talking about the other tv and she just said I can't change that one.i never met this manager but quickly found out that she's like this with all the members and staff.I know this is trivial stuff but we as members don't go to the gym to have the staff play there political view programming .I ask if we can just have none of this at the gym where there to get away from this nonsense. We don't come to the gym to be forced to watch ex shows like the view and so on.i think ******* needs to go get retrained on how to treat people professionally. thank you for your time.

*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. ↩