ComplaintsforCrunch Fitness

• 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,

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Crunch Fitness ( ******** *******), ***************************************************************- practices ******************** Overbilling, and Robocall Harrassment after multiple attempts to Cancel Gym memberships. Breach of Contract as well, because their contract clearly states that a member can cancel after 90 days with a written request for cancellation. Local Operations manager ****** @ ************ will not accept the written Requests for cancellation as stated on their Membership contract and tries to enforce convoluted process to End gym memberships. After multiple attempts to cancel membership at local affiliate, a written request for cancellation was sent via Certified mail to *** Fitness Solutions and the Crunch Fitness Affiliate to cancel Agreement # ********** - All communications have been Documented and provided to Attorneys. Please investigate.

  Business response

  02/18/2022

  Good Afternoon,

  Looking into the members account, the member's cancellation was accepted and per the agreement he must pay for the 90 days and the *** I have attached the payment history and his documentation was accepted that is why he was

  cancelled. 

  Thank you,

   

• Initial Complaint

  01/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I cancelled my gym membership in person. My debit card was still be charged. After multiple visits, and phone calls. I was told by crunch fitness staff, that I was no longer in their records, so they had no idea why I still being charged. Their resolutions was to call my bank and get a stop payment on crunch fitness. This all took place back in August of 2021. January 2022, I get a letter from a collection agency. Which I had to pay over $200, for a collection debt. Which is not right. If the staff there, stated I was no longer in the system, and cancelled. Why, should I have to pay?

  Business response

  01/31/2022

  Good Afternoon,

  Unfortunately, we were unable to locate this member in our system. Is there anyway for the member to let us know there home location or a barcode? 

  Thank you,

  Customer response

  02/02/2022

  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:

  [Your Answer Here]

   

  ********, ******* location. Barcode on key is ********* 

   

   

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

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

  Customer response

  02/10/2022

  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:

  [Your Answer Here]

   

   So, do I get a refund of the amount I paid to the collection agency?

   

   

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

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

  Business response

  03/30/2022

  Good Morning,

  A refund is not owed at this time unless the member can provide valid cancellation confirmation. The membership was cancelled and any remaining balance on his account was waived per our previous conversation. Anything that was paid prior to waiving is not refunded without cancellation notice. 

  Thank you,

• Initial Complaint

  01/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was a member of Golds gym which closed in 2020 amid the height of the pandemic. I guess all memberships were transferred to Crunch, without any notice. I have been billed for 18 months without consent or contract with Crunch. I didnt realize I was even being charged until recently. I have called and emailed to find a resolution to this and havent heard back from anyone.I also have realized that Im being charged more than the normal fee would be.I never signed a contract with them

  Business response

  01/31/2022

  Good Afternoon,

  The issue has been resolved. We will be issuing a small refund of the dues that were taken. 

  Thank you,

  Customer response

  02/01/2022

  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:

  [Your Answer Here]

   

  As of todays date 2-1-2022 I have not received a refund of any sort.  My account was canceled which I wanted however no refund of 18 months of ***** per month. 

   

   

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

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

  Business response

  02/02/2022

  Good Afternoon,

  Please allow **** business days for you to receive the refund.

   

  Thank you,

• Initial Complaint

  01/18/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On Tuesday, 1/4/2022, one of the Crunch Fitness managers approached me between sets. ********** manager, *******************************, asked if I was filming my workout. When I told her I was not, she told me that I was not allowed to record video in the facility. I thought that was strange, considering Crunch Fitness has signs recommending people take pictures and videos, post to social media, and then tag Crunch Fitness in them. When I brought that up, she told me that I just had to be mindful that there were no other people in the shot. I understood that as a general rule, but informed her that did not apply because I was not filming my workout.After I told her this, she informed me that a female member approached management to say that I was filming her. The manager "needed to address the situation" by telling me to be mindful of who was in the background. After thinking about it, and finishing my workout, I realized that I never even had my phone in a position I might be filming myself (ex. on the ground or another bench, pointed towards me), and had not recorded any video or taken any pictures during that workout. The manager, with no proof, accused me of intentionally filming another member. This would fall under the definition of "sexual harassment," that I am filming a member of the opposite ***, without permission, while in their facility. I did not appreciate this baseless accusation, with no evidence that I had or ever have done anything like this.When I requested to cancel my membership after this, I was told that I was still welcome to use the facilities and that I needed to "be mindful of filming." They told me that I would not be allowed to cancel my membership until two months from now. I was also signed up under false pretenses in the first place, but that is a different matter.I drove two hours away to the "home facility" in ******** to cancel, which I confirmed that morning with a staff member. No manager present, and still couldn't cancel

  Business response

  01/21/2022

  Good Morning,

  This members membership has been cancelled, no further billing will take place.

   

  Thank you,

  Customer response

  01/21/2022

  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

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March 2020 my membership to Crunch Gym was automatically frozen due to the pandemic. Crunch unfroze the membership in August/September 2020. I sent an email to Crunch in Sept *********************************************** July 2021 I realized that my membership had been unfrozen by Crunch and I had been charged membership fees for April 2021-July 2021. I requested a refund for these fees and was told that I was sent an email on March 22, 2021 notifying me that my account would be unfrozen beginning April 1, 2021. I explained in my response that I was unaware of a March 22, 2021 email but did receive an email in April 2021 welcoming me to Crunch but ignored it because I figured it was human error being that I am not a new member. I was told that I could not receive a refund of these fees unless I provide documentation that I requested my account be frozen after March 22, 2021 and before April 1, 2021. I was not able to do so. I am requesting a refund of membership fees paid for: Apr 2021 ($83.49), May 2021 ($87.25), June 2021 ($87.25), July 2021 ($87.25) for a total of: $345.24. I find it ridiculous that during a global pandemic Crunch can send an email on March 22, 2021 with a deadline of nine days to respond. A hardcopy notification of the account being unfrozen never came in the mail. What makes Crunch think people are checking email when everyone is trying their best to survive? This is trickery at its finest. I am requesting that the BBB help me obtain a refund of membership fees. Please and thank you!

  Business response

  01/13/2022

  Hello,

   

  We apologize for your continued frustrations. We reviewed your account, notes, available documentations, and we regret to inform you that we stand by our final decision and there is nothing more we can offer as we did send email notification to your email address on file informing you of our reopening and it was successfully delivered. At that point it is your responsibility to maintain contact back to us and inform us you wish to continue a freeze or cancel your membership as it is not based on usage per your agreement. 

   

  Stay Well,

  Crunch Member Services

  Customer response

  01/14/2022

  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:

  Crunch does NOT want to refund my money. They need to issue a refund as all of this occurred during a global pandemic (that is still going on); wide-spread sickness, stress at an all time high (and still is), and when attentiveness to only things linked to survival was the focus. It's a shame that this is logical and Crunch is attempting to side-step basic decency. I want my money! 

  [Your Answer Here]

   

   

   

   

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

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

  Business response

  01/20/2022

  Hellow,

   

  We apologize for your continued frustrations. We reviewed your account, notes, available documentations, and we regret to inform you that we stand by our final decision and there is nothing more we can offer.

   

  Crunch Member Services

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the ***********************************, location as a guest with a member on 12-31-21. The woman at the front desk said I needed to purchase a $35 one day guest pass. The next day, 1-1-22 we go back planning on buying another guest pass. The gentlemen at the front desk this time tells me its only $25 and always has been $25. He asks for my ID and proof of vaccine, something the first woman never did. Probably violating some *** Covid-19 health code. Nonetheless she overcharged us and pocketed the $10 difference. She probably pocketed the entire $35 because she never checked my ID, which leads me to believe she never even logged it as a sale. When confronted the next week in person by the member, she said "I work at so many gyms I forget the day pass price sometimes." which is a terrible lie. I have reached out to the operations manager ************************* with no avail. He seems to want to avoid the problem and condone his employees stealing from patrons. Do not goto this gym!

  Business response

  01/10/2022

  Hello,

   

  We're sorry to learn of your experience, and we apologize for and inconvenience or frustrations caused as a result of this administrational error. Please reach out to *************************************************** with your complaint.  Please be sure to include your BBB complaint number and supporting documentation for our review. We are happy to refund the difference in pass prices once contacted via that method. 

   

  Stay Well,

  Crunch Member Services

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cancelled membership 12/26/21. Crunch has a 10 business day timeframe landing on 1/4/22. I was charged a club fee of $25.54 which is understandable, however a renewal fee of $59 when I'm cancelling is unfair. Resolve is to refund the $59. Also, I was till active in their database. I should have been termed on the 4th. *************************, ** location ************ Branch Manager ***********************

  Business response

  01/11/2022

  Good Morning,

  In response to the complaint, the member came in to cancel their membership on 12/26.   
  
  
  Sign up date was on the 4th, so they did not perform the same within the ****************************** the membership agreement.
  
  
  The annual maintenance fee falling within this period is just timing of when it was due to be collected.

   

  Thank you,

  Customer response

  01/12/2022

  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 feel it's quite unfair to charge an annual fee when I'm terming the agreement, especially when the timeframe falls on the same day as the billing cycle.  A cancelation that is less than or equals to 10 days should not be subjected to an annual fee. There should be programming in place that overrides this from happening  If cancellation date is > OR = to "billing cycle date payment due = $0.00. 

   

   

   

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

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

  Business response

  01/18/2022

  Good Morning,

  The member executed the monthly agreement on 11/4/2020, which renewed monthly and was cancellable with 10 days notice (details as the cancellation language is attached).   The annual maintenance fee is collected once a year, approx 60 days from the original membership initiation date ******** date).
  
  
  The member came into the gym to cancel on 12/26/2021 (signed cancellation form attached), which was a nine day notice.    We are consistent with the membership agreement and would re-affirm our decision to collect the maintenance fee and last month of dues.
  
  
  Extracts include the contract cancellation provision and signed cancellation notice on the 26th.

  Thank you,

  Customer response

  01/21/2022

  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

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  01/03/22: $36.56 12/03/21: $36.56 09/16/21: $62.69 I would like a refund and explanation for this charges as well as an immediate membership cancellation. I have tried on multiple occasions to cancel my membership. I have been told every time that "due to the 30 day policy" I still have to continue for 2 more billing cycles and then they will cancel it. This has never happened and I continue to be charged monthly as well as what I'm assuming are the yearly dues (the $62.69 charge on 9/16). I want out of Crunch Fitness. I feel as if I am being robbed. I have kept the higher tier membership to enjoy the added benefits such as the water massage. I have only been able to use it TWO TIMES the entire duration of my membership (that I have been forced to keep paying for). Every time I ask to use it I am told it's broken with no explanation as to what happened to it or when it will be fixed. The Wi-Fi is horrible - I can't even stream a Spotify playlist. The showers are cold. I just want out and I want to be refunded. It is not fair that I keep paying for a membership that I'm told is being cancelled. This is unacceptable.

  Business response

  01/05/2022

  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.

   

  Stay Well,

  Crunch Member Services

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been trying to cancel my account for a week. I've called, written emails and they refuse to cancel my account. Crunch is not following covid mask guidelines and I do not feel comfortable going to the gym with people maskless. They have signs on the doors but nobody is enforcing it. Please cancel my account now!

  Business response

  01/04/2022

  Hello,

   

  Thank you for your feedback. We cancelled your membership, as we never refuse to cancel accounts when members request cancellation and we have been following all CDC, state, and local mandates as required. Although our eyes and ears cannot be everywhere 24/7, we have renewed focus and will ensure all mandates are continuing to be followed. For more assistance you can email us at ***************************************************. 

   

  Stay Well,

  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. ↩