ComplaintsforCrunch Fitness

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to cancel my membership at Crunch ********* located in **************************************************************** phone number ************** for a month to no avail. I called and was told that I had to come in and when I did come in they did not have a trained employee that can cancel my membership. I have moved to a different state and will not be able to go. I was given an email address **************************************** and have emailed them multiple times but I did not get a response back. This business is so shady this is my second issue with them. Please help me cancel my membership so I can finally stop doing business with this company. I want this membership any and all relationships between this company and I severed immediately.

  Business response

  03/08/2022

  Good Afternoon,

  This issue has been addressed to all club managers based on **** 'complaint and documentation he provided that emails were sent after following our cancellation policy. Also, addressed all issues with the complainant. 

  Cancellation documents have been uploaded in the account, along with a Refund form of $10.70 a payment taken out on 2/2/22

  
  Since **** followed our cancellation policy and sent several emails to our club's email back in January we have submitted a refund to him. 

  Thank you,

• Initial Complaint

  02/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying since end of November/ early December to get my Crunch **********, ** membership canceled. I have gotten the run around from *********, customer service ***** ******* No one is helping me. I asked to stop pulling payments. They continue to. No one calls me back. I was told I had to cancel in person by customer service even if I have the balance. I drove to ** to cancel in person and they told me they would not cancel it because of the payments. They are awful. **** was rude. **************** lied about canceling in person. Its been a nightmare. The only nice person I spoke to was a guy in ** corporate who gave me the membership email, but even they did not get back to me.

  Business response

  03/02/2022

  Good Morning,

  The member was instructed that they had to pay their past due balance before the account would be cancelled; they refused payment.

   

  Thank you,

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am getting charged for a membership and I have attempted to cancel the membership since I first opened the account. The managers have not been willing to help me and have been extremely difficult to get a response back. I have went to the businesss physical location in person 3 times and they have yet to resolve this. The address for this location is ********************************************************************************. I continue to be charged monthly for a service I dont have access to and cannot cancel.

  Business response

  02/11/2022

  Good Afternoon,

  I spoke to ************************* yesterday. He was upset that he wanted to cancel in May of 2021. ***** and I got to the bottom of it and will be refunding him 3 months of dues of his Base account as well as giving him 3 months free to keep his

  membership. He was very happy about what we were able to do for him and did not want to cancel his account. I even took his picture to add it to his account.
  
   It has been handled and I will be processing his 3 month return of just over $33 and as I said have given his next 3 months free.
  
   
  
  I will give him a courtesy call now and check in with him.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Crunch Fitness overcharged my checking account by $698.51 over the course about about 15 months. I repeatedly told ***** (the manager of the ******* location) about the overcharge, He refused to help for several months until I threatened to quit. Crunch then indicated that the charges were for my son who has never joined Crunch. My son was a member of a gym that failed (Youfit) and was taken over by Crunch. Crunch took over the gym in about September 2020. My son left Georgia to attend college in August of 2019 and was not an active member of Youfit. Crunch charged my checking account for my son even though neither he nor I ever agreed to such charges. ***** told me that he should have actively quit. However, Youfit did not notify former members as you would expect. This is the kind of customer service you would expect at the **** It is fraudulent and wrong. Please issue a check for $698.51.

  Business response

  02/23/2022

  Good Afternoon,

  This membership was cancelled ********* on 10/14/2020, last payment collected 9/26/2020.  You Fit notified all members of this transfer so no refund would be issued at this time.
  
  His other membership ********* he has used since 2021.  We have cancelled this membership now as well.  No refund is due.

   

  Thank you,

  Customer response

  02/24/2022

  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:

  I only had one membership.  That is the point.  You were charging me for two memberships.  I accepted one membership with Crunch and paid $9.95 a month.  I never authorized another membership.  Crunch does not even have a membership that costs $24.98/month.  I understand mistakes happen, but I expect you to correct your error.

  If you believe that I did, please send me the written paperwork where I signed a contract with Crunch and authorized payment.  If you cannot provide that information or refund my money, I will be forced to turn this over to the ****** County district attorney and ****************** of ******* for fraud.

  You have until March 11,2022 to resolve.

  Thanks. 

   

   

   

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

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

  Business response

  03/01/2022

  Good Morning,

  His complaint is with You Fit.  He cancelled this membership in 2020.  The most YouFit would refund would be from June 2020 to October 2020.
  
   
  
  He still does not specifically state the amount he is requesting to have refunded.  If he wants the You Fit portion of this, then I need to know the amount to send to You Fit.

   

  Thank you,

• Initial Complaint

  02/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This is the third time I try and cancel my account . The first time I was told I would receive an email once my cancelation was filed . I hadnt received an email or a call from then so I stoped the charged on my end . I then called in once I received a collection notice after they had NOT tried to contact me . Now when I try and cancel it says Im not a member but Im still being charged . Im tired of crunch and theyre terrible staff.

  Business response

  03/02/2022

  Good Morning,

  After reviewing the account above I noticed that Milani did a chargeback on the payments.

  
  I am attaching screenshots of her account showing the chargebacks as well as club usage showing the use of Crunch facilities after the dates of the charges that were reversed.

  
  My email inbox never received a written cancellation request and there is not a signed cancellation request document on file for her account.

  
  I will personally be contacting the member. She will be held responsible for the chargeback amounts as they are dues owed. I will then remove the remaining balance once payment is received.

   

  Thank you,

  Customer response

  03/04/2022

  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.

  The matters Ive had to deal with this gym have been unacceptable. There is a lack of notes and accountability on the end of management, I am taking Responsibility for my actions and I hope they find a way to do so as well. 

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

  
  

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined the Gym in December. I did not go to an intense work schedule . The Omicron variant came out and several of my friends caught it. I was concerned about catching it and bringing it home to my Grandmother & to be comprised by my *********** (l*** *******). I have not used the gym ast all and still being billed full price. I wanted to do a freeze and was told it can only be done for 3 months. That is in no way an indication that you care about public health issues.I am very disappointed that the rep is more than eager to send multiple emails about me getting my friend signed up at a cheaper rate than me, but cannot work with me to just return this month's fee. I do not find this an appropriate business practice. Please refund all of my money and cancel my account, since I did not use your. You do not seem to care about potential health issues and only care about increasing customers.

  Business response

  02/07/2022

  Hello,

   

  We're sorry to learn of your experience, and we apologize for your frustrations.  We would like to hear more about this, as our member's health and safety is our primary concern and has been while navigating through this pandemic. Please reach out to us at *************************************************** with your complaint.  Please be sure to include your BBB complaint number and supporting documentation for our review.

   

  Crunch Member Services

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We emailed the Crunch Fitness in ******* ** in FEB 2021 to cancel our memberships. We had COVID in the house and couldn't use the club with working out low on our priority list.Club informed us that they would cancel our 2 memberships under ********************* and ********************* understanding that there would be one more payment due to 30 day cancel policy. No cancellation took place and we continued to be charged for both accounts.In September 2021 we emailed with a new GM of the club *****************. He said that he would cancel the accounts and refund 6 months plus the annual fee. While he did cancel one of the accounts the other is still active and no refunds have ever been received.All we want is to have both accounts CLOSED and a refund for dues and annual fees charged beyond March of 2021.Thank you

  Business response

  02/10/2022

  Good Afternoon,

  This has been resolved - a refund for both members has been issued. 

  Thank you,

  Customer response

  02/15/2022

  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

  02/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In early September 2021, I filled out an online form to inquire about canceling my gym membership with Crunch Fitness. I received a phone call and voicemail message on September 7, 2021 (which I have saved), stating that my request had been received and that further written confirmation of my request would be preferred, but not required. Despite being given this information, I continued to receive charges for my membership subscription for October and November 2021. I called the business and left messages without any response. I provided a hand-written letter (which I have a copy of) that includes the required information as confirmation of my request to cancel my membership. I delivered this letter in person myself, to a staff member named ********, who assured me she would give it to management, on November 18, 2021 at approximately 9:28 AM. Crunch Fitness continues to charge me membership subscription fees every month, which I have to dispute, despite the fact that I have not used their facilities since March 2020. My credit card company informs me that the only other option is to cancel my credit card and be issued a new credit card number. I am also aware that this has been an issue for several other customers who have canceled their membership with Crunch Fitness but continue to be charged.

  Business response

  03/01/2022

  Good Morning,

  Our Regional Manager has tried three times to contact this member to no avail. Our team would like to resolve the issue, but we are unable to if the member will not communicate with us.

   

  Thank you,

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 20, 2021, I purchased three months of personal training, $149.00 per month, for four *************************** sessions per month, through Crunch Fitness, ****, **. ***** is the personal trainer that processed my credit card payment and contract and was the same person that I would be working with. The first two months, July and August, she showed up and gave me 30 minutes personal training. The third month, she did not show up, did not return my calls or texts. I did not know what was going on, I spoke to the Manager and he said he would look into it and get back to **** have been calling the manager and stopping by the front desk every two weeks for five months. Each time I am told that he has to contact HDQ and will get back to me. I have not received a return call from him yet. I did receive a call from a different personal trainer in December who said she would work with me for one month. She scheduled a date but it was the day of the three foot blizzard and I cancelled 24 hours before as our street was not plowed yet. I did not hear back from her. I stopped at the front desk again two weeks ago, the ***** lady took my name and # AGAIN and said she would give it to ***** and she would ask him to call me. I have never gotten a call back. Last Tuesday, Jan 25,2022 I spoke to Clio at the front desk, she said ***** was on the phone with the IT, I checked back an hour later, he was not available still. She wrote my name and # and said she would ask him to call me. I have been very patient but this is frustrating. I have been requesting a refund since September 2021. Your help is greatly appreciated and needed. Sincerely, *********************

  Business response

  02/09/2022

  Good Afternoon,

  After reviewing with our team please see below the information we've gathered: 
  
  Member originally requested a refund for her personal training sessions back in September. Both our General Manager and Assistant Manager has spoken with member several times explaining she can't be issued a refund for the training

  as she signed a training agreement with a minimum 3 month commitment. Her recurring training was cancelled per her request after those 3 months. 
  
  
  
  When her original personal trainer was no longer with us she was set up with a new trainer **** (also female) to finish her remaining sessions. 
  
  After the member didn't show up to her last session - **** reached out to her to reschedule and member said she would reach out to reschedule after a doctors appointment but never reached back out to ****. 
  
  Both the trainer and General Manager has since left her voicemails the past couple of days to schedule her remaining sessions for times that work for her. 

  Thank you,
  
  

  Customer response

  02/11/2022

  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:

  I requested a refund in August 2021 because the Crunch Trainer ***** was no longer available to schedule sessions.  I asked for another trainer and was told by ************************* that all the other trainers were booked full and had no openings.  He said he had to go through his headquarters to process my refund and he would call me later that day.  He said that to me on several occasions but I did not receive a call back.  I kept checking my credit card statements and didn't see a credit, every two weeks I repeatedly and consistently asked to speak ***** to find out what was going on.  He was never "available" but I watched each time as the receptionist would write him a note asking him to call me.  He did not call.  This continued for several months.  In December 2021 I spoke to a young lady at the desk and expressed by frustration that this was going on for months and I had not heard from ***** in months.  Again, she left a note and later I received a call from **** and we scheduled a session Dec 27, 2021 at *****am, which was to be the first of 4 sessions in lieu of the $149.00 refund which was not what I wanted at this point.  My original 3 month training was to rehab a shoulder issue which recovered at this point.  But I was tired and frustrated at the lack of response so I scheduled with ****.  That weekend was the blizzard that closed the highways and roads around Reno for 3 days.  I live at ***** feet about sea level, we had 3 feet of snow in our cul de sac which was not plowed until 5 days later which meant I could not get out of my street.  I called the day before, Dec 26, ****************************************************************************** back to reschedule.  I did not receive a call back from **** until last week, Feb 2022, almost two months later, when I submitted the claim to BBB.  

  I did not receive a call back from ***** until last week after filing with the BBB.

  Based on the prior six months of service failure on the part of *****, Crunch Fitness and their trainer ****, I no longer have faith in them fulfilling their service agreement.  I have tried persistently above and beyond what should be expected by the customer.

   

   

   

   

   

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

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

  Business response

  02/17/2022

  Good Morning,

  ***** spoke with member on 8/30 and advised her he would look into her package to determine if she would be owed any refunds. After confirming she had a 3 month agreement he called her back on 9/4 confirming that no refunds would be owed. 
  
  After that she was in touch with **** * as mentioned on her email * and she cancelled her session. **** has confirmed she did attempt to call her again after she cancelled to reschedule (before she emailed BBB)
  
  ***** spoke with her again this morning confirming she wants to cancel her membership moving forward.
  
  Member signed up for a 3 month minimum commitment for training and has been in contact as confirmed with member with other trainers so would not be owed any refunds.
  
  With that being said we will refund the $149 as a courtesy * Her sessions will of course now not be available for use since she will be getting the refund.

   

  Thank you,
  
  

  Customer response

  02/22/2022

  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

  01/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a membership with Crunch Fitness on 11/30/2019. The membership was opened at the register at which time I was given a membership badge with a scan number. My monthly membership fee is $23.60. Over the past two years, due to COVID, and my age (71 years old) I have not attended the gym.I attempted to cancel my membership online but I received a message that I must visit the Crunch Fitness Center, where I had my membership to cancel. On Saturday, January 29, 2022, I visited the Crunch location in ************, ** to cancel my membership. After an unsuccessful attempt by the attendant to cancel my membership, he informed me that I had to pay an annual fee of $41.93 before he could cancel my membership. I responded, why would I pay an annual fee if I am canceling my membership; he could not answer my question. Today, Monday, January 31, 2022, my checking account shows a pending transaction by Crunch for $41.93.I would like my checking account to be credited $41.93 and the monthly fee of $23.60 to be canceled immediately.

  Business response

  02/14/2022

  Good Afternoon,

  Please see below and attached:

  We got her squared away at the start of the month.  Club GM confirmed she is good to go.

  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. ↩