ComplaintsforCrunch Fitness

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I canceled my membership at Crunch Fitness last year in October 2023. I paid all the fees and ensured with the management team that my account was properly closed and I did not owe any more money. I recently received an email from Crunch Fitness Sparks asking for around $100 and that if they did not receive this they would take further action. I contacted the facility and they informed me I did not owe money and that my account that should have been closed had not been done properly due to a change in management at the time. The front desk girl gave me management's email to contact them to sort out this issue. I have tried many times to reach out and have received no responses. I do not want this to affect me because I do not owe this company any money and it is their fault that my account was not properly closed. I have email proof from last year that I canceled my account and I also have email proof of the management not responding to me while trying to resolve this. I also have proof of payment to this company and that I do not owe them any money.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have contacted this company repeatedly to tell them to cancel my membership and stop billing me and they are relentless and continue to charge and will only cancel if you pay for additional months. There is no corporate number to speak to anyone. Total fraud. I am closing my bank account to stop them from charging me.

  Business response

  08/26/2024

  Good Afternoon,

  Member joined in May 2024 and would have been responsible for her 90 day obligation (6/10 and 7/10 dues, as well as 7/2 annual fee).  
  
  
  On 6/1 she requested to cancel and this was explained to her in person.  She stated she would wait until the 3 months passed to cancel.  
  
  
  On 8/5 she refused to pay her final month to cancel (past due at this point) and said she will just mark as fraud and move on.
  
  
  Today her account is past due over $200.  Had she paid on time, she would have owed $111.47 and nothing more.
  
  
  I'm going to have our Area Supervisor reach out on Monday and offer her this compromise.  If she pays $111.47, we will clear her balance and remove from collections.  If not, then she rightfully would remain in collections for not following the terms of her agreement.

  Thank you,

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up for this gym on 7/5/24 and have only gone for 3 weeks when I decided to cancel and go back to my old gym. They have no way to cancel online or in their app. They require you to send a certified letter or go in person to cancel, which I did. I went in person on 7/29/24 to cancel only to be told that their policy is that Im required to keep my account active for 2 months and that since my account is open for 2 months, that Im being charged the annual fee. I feel that this is predatorial practice and its not clear upon signing up that this is a requirement to sign up. Had I known that this was how they did business, I would have not signed up with them. I asked the person at the counter if they had a 30 day money back guarantee or something similar and I was told they dont do that. I was also told that they were going to charge me a total of ***** for the final month and annual fee. I feel this is unfair given that I have only used their gym for about 3 weeks. I am asking for the BBB to step in and hopefully get them to not charge me a second month or annual fee totaling *****. Again I have only used their gym for about 3 weeks. The total times visited to this location to work out was 3 times. Im not asking for my sign up fees or my first month dues back, just that they effectively cancel my account without charging me further. Their tactics are shady and predatory in that they make it hard or inconvenient to cancel and then they hit you with uncalled for charges for asking to cancel.

  Customer response

  08/30/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Crunch Fitness regarding complaint ID ********.  They have also continued to charge me for services unused. 
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This is in regards to crunch fitness center *****. I had signed to 2 different agreements for memberships for my son and myself. The contract was for 1 year from July 2023-July 2024. Rather than our accounts being cancelled, I was still charged but at a higher rate. When u called the Crunch they said they cant cancel the membership or credit my money back. I was provided with a billing number but when I called it just disconnects.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Subject: Urgent: Membership Cancellation and Incorrect Charges Dear Crunch Fitness Support Team,I hope this message finds you well.I am writing to address an issue concerning my membership cancellation and the subsequent charges that have occurred. I completed the cancellation form and signature on March,21st,2024 at Crunch Fitness - **************************************************************************************** under employee ***, and received assurance from *** that my membership would be canceled after the final payment. After calling in to follow up on the late fees, I was told by the *** *****, that the incorrect amount was charged on Crunch Fitnesss end. This is why my account didnt show as closed, and caused me to accumulate late fees over the past 4 months. This was a mistaken on Crunch Fitnesss part, so I should not be held responsible for late fees due to Crunch not charging the correct amount to cancel and close my account. I kindly request a thorough review of my account and prompt resolution of this issue for the incorrect charges and late fees that have accrued due to the cancellation error and putting me in collections for over $70 due.Please advise on the next steps to resolve this matter. I am happy to provide any additional information or documentation required.Thank you for your attention to this urgent matter. I look forward to your prompt response.Best regards, *****************************

  Business response

  08/23/2024

  Good Afternoon,

  Refunding the $71.84 payment.  ********* on 3/21/24 would have made him responsible for one more invoice, but his account was kept open unnecessarily which caused extra charges.
  
  
  It currently is canceled out, so no more invoices will be collected.

  Thank you,

  Customer response

  09/14/2024

  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

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was formerly a Crunch Fitness member, but since I ended my membership over a year ago, I've received numerous marketing emails trying to get me to come back and spend money. The emails have no unsubscribe button. I've replied back to the emails numerous times asking to be taken off the mailing list, but my replies are ignored each time.

  Business response

  08/01/2024

  Hello,

  We're sorry to learn of your experience, and we apologize for your frustrations. You've been opted out of marketing communications. 

  Crunch Member Services

• Initial Complaint

  07/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I requested my membership to be canceled October of last year when the same time I requested for my personal trainer to be canceled. I was assured by the manager of the ******* location my membership and personal trainer was canceled. I called today and spoke to **** and advised him Ive been charged for membership and dues and membership isnt canceled. **** advised me that he would submit a refund backdating to October if 2023, he also stated that he will send a email with confirmation of cancellation and refund request. This has not been completed. Ive been calling the ******* location to follow up on my request and no one has picked up. I am pregnant and this had caused me so much stress not to mention that Ive been overcharged for almost a year. I would like my refund for all fees and dues paid from October 2023.

  Business response

  08/23/2024

  Good Afternoon,

  Members requested cancellation for PT with a personal trainer which was processed in the month of October, but never requested cancellation with the manager on site for membership. 
  
  
  She mentioned verbally requesting it on the day PT was done---can't remember the exact date (she stated) with her trainer.  We have searched her account for any documentation to support her request, but found nothing nor can she provide anything on her behalf.
  
  
   We have cancelled her account effective 08/16/2024. 
  
  
  Membership refund.has also been denied due to no documentation nor email. 

  Thank you

  Customer response

  09/12/2024

  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]

   

   This is inaccurate. I spoke to a manager back in October when I canceled my personal trainer membership and advise that I was physically unable to continue at the gym and requested to cancel my membership as well. I was advised that the membership will be canceled in the email will be sent to me and it never happened, I also spoke to several managers, including *********, **** and *** *** advised me that I will be getting a refund ********* stated that he will send me an email as well and that never happened. I spoke to **** and she with her own admission admitted that she was cleaning up the staff and trying to make things better because shes aware that things were not being properly handled before her coming aboard to the ******* location, I advised her that I have been promised so many things that havent happened. The documentation has not happened on their end and this is not my responsibility. I also advised that this stress has affected my pregnancy and its unfair that I have to fight to get money that was taken from me. I dont know why there was any communication sent however, I canceled the membership at the same time and have not visited the gym since then , I wasnt physically able to go to the gym didnt even know I had a membership standing because it shouldve been canceled. This is unfair fraudulent and I shouldnt have to deal with this. This company knows that they are at fault and by Lunas admission she is aware that they are at fault. She advised that there have been several manager that have been in and out of the ******* location and they have not properly handled customers request. Ive been promised so many things Ive been following up on my request for About a year now. No one will return my calls. **** stated she will call me back in two weeks. That was four weeks ago. I was advised that I would get communications in regards to my membership being canceled stating that I will get a screenshot of what the status was in my membership as in being canceled and I have not gotten that I followed up almost every day for two weeks and no one will reach out to me. I called their corporate number and they just tell you to go online, I ordered refund and this is unfair 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  09/19/2024

  Good Afternoon,

  Management Response:

  We have no documentation of her coming to cancel her membership, just the personal training. 
  PT was cancelled but membership stayed active. 
  She will no longer get charged for anything. 

  Thank you,

  Customer response

  09/19/2024

  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 explained multiple times that I wasnt physically able to go in to the gym and spoke to a manager who advised my membership and personal trainer will be canceled. This is not my fault that the manager was negligent with my account. Also no one ever addressed their names when speaking to me, however I was advised they are no longer working with company. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please see the attached complaint and documentation. I have been trying to get a refund from Crunch over the past year, and they still have $400 of my money.

  Customer response

  08/24/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Crunch Fitness regarding complaint ID ********.  I don't think they will.  If that is the case, does the ** offer legal recourse?  If not, can you recommend a larwar that the BBB thinks is good (our BOD in *****-*********** - Clearwater has an attorney that I see at our quarterly meetings, etc. 

  I will review the documents again and make it as easy as possible for an attorney to digest.  Crunch has a very negative image all over *************** for doing exactly what they did to me.  Bait & Switch - sign up for $10 a month, but there is a $60 "fee" every year.  Quitting requires serious effort.  *ou must sing in person, you wait 30 days, etc.  Their operation, along with many other "gyms" all do this.  When it is combined with management on steroids who do nothing but oogle the members, you have lunacy and ill tempers.  Every trainer I had a private conversation with said they ALL were terrible and were actively thinkign about leaving.  That was at least 1/3 of the trainers.  Please advise Crunch I am crazy enough and connected to enough people to make a class action suit out of this.  And go after not just Crunch, every one out there with bad practices.  The **** is the only straight shooter around here, they charge $46 a month.  *et Crunch is charging close to that if you add towels, a trainer, etc.  The * does not lie or decieve cus***ers.  $6 a month and it all in there.  Give ******************* our BBB Attorney in ********** if he thinks I would take this action.  Crunch called my daughter and harassed her until she paid them $80 to stop calling her.  We had her join for the summer, but Crunch had her sign paperowkr for the most expensive annual membership  they had and enforced it - she lived 100 miles away.  She was crying when she finally gave them the $80 (that is a lot of money for 20 yr old college student, but Crunch does not care.  

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

  
  

  Business response

  09/18/2024

  Good Morning,

  Management Response:

  ****, Area Supervisor, coordinated with the father (***) and we are submitting a refund for $310, being mailed to an address provided by ***.

  Thank you,

  Customer response

  09/20/2024

  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

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 27, 2024, I purchased 40 personal training sessions from this gym. Halfway through the use of these sessions the trainer stopped delivering. Sessions were often cancelled day of, not paying attention, on their phone, flirting while were training, and doing his own workout. Due to the unprofessionalism, I reached out to Crunch first on 5/14/2024, requesting a refund for only the remaining unused sessions. The email was addressed to the general manager. I followed up by email 5/17/2024, 6/10/2024, then on 7/10/2024 looping in the operations manager and following up most recently 7/30/2024. I submitted a request through their website 7/10/2024 and called them on 7/20/2024.Until now I have not received any contact from Crunch whatsoever regarding my account or our contract for this service. Reaching three months without a response and being deliberately ignored by their management, they have not acted in good faith nor have they been willing to communicate with me while we have an active agreement worth over $4,000. Due to the mismanagement of my account and their avoidance in speaking about it with me, they have failed to meet their end of the contract. I am due a full refund of the contract amounts.

  Business response

  07/30/2024

  Hello,

  Thank you for your concerns. We received your complaint via another avenue as well and someone will be in touch shortly. 

  Crunch Member Services

  Customer response

  07/30/2024

  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: 

  Resolution has not been provided yet. I received an email stating that they will reach out to me soon. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/22/2024

  Hello,

  Thanks for your concerns and sincere apologies for any continued frustrations. We are more then happy to assist in re-pairing and ensuring the sessions purchased are used. We unfortunately are not moving forward with a refund given the circumstances of the request. Although we sincerely apologize for any negative experience, the agreements are with Crunch and not any trainer delivering the service on behalf of Crunch. Additionally, we have been made aware that attempts to contact and re-pair were made and were not responded to. We have attempted to do what we can outside of refunding the sessions purchased. 

  Crunch Member Services

  Customer response

  08/26/2024

  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:
  

  My request for a refund is not with the trainer but with Crunch itself. A phone call, after numerous follow *** to the gym managers, offering for me to use my already purchased unused sessions is not an attempt to repair. After the amount of distress this has and continues to cause, with absolutely no compromise, Crunch has shown no interest in making it right. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I joined Crunch two months ago. When I signed up online I was offered a discounted personal training package which I signed up for as part of my membership: 10 personal training sessions for $330. When the sign up was complete, I was hit with an error message stating that I needed to see the front desk and let them know about the error. At the gym, I talked to the employees multiple times about the situation and they explained that they had no control over this saying that what was offered online wasn't what they could offer in person and they gave me the corporate number. I called the corporate number I was given but was unable to reach anyone. The employees said that they themselves called Corporate but we never heard back. I'm still interested in this deal - it was the main reason I signed up to be at Crunch and I'd like Corporate to honor it. Thanks.

  Customer response

  08/22/2024

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

  Business response

  08/26/2024

  Good Afternoon,

  I just got off with the member and we connected and worked this out as it was an easy fix. I am also going to connect with my team to know how to handle in the future as this is a 1st for us but they have to do right by the member in this circumstance.
  
  
  She said she will be coming in to sign up for the package because we are going to honor it for her and she was happy I am also emailing her a follow up email with the details discussed. 

   

  Thank you,

*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. ↩