ComplaintsforCrunch Fitness

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Crunch fitness took $120 out of my checking acct for 4 personal training sessions. I was unable to use the services due to physical limitations. (Doctor wrote them a letter). Since I could not use services I want my money back. Contacted corporate and they said I would have to deal with ****** office. The supervisor refused a refund

  Business response

  12/10/2021

  Good Afternoon,

  I reached out to my PT manager to investigate this; this was her response regarding *********************.
  
  
  ********************* came into the club November 8th or 9th with a doctor's note to terminate her contract and I, *************************, informed her I would have to get approval from my supervisor.
  
  
  Two days later I let her know that I could go ahead and cancel her contract for her. She asked for a refund from her September payment because she wasnt able to come in and use those and I told her I would have to ask. 
  
  
  I talked to my supervisor ***********************, and he said because she brought the note in a month later that we could not give a refund and that the sessions would be available to her whenever she can use them. 
  
  
  She was not happy about that, and I told her I could have my supervisor give her a call and I let **** handle it from there. 
  
  
  I was informed by **** to cancel it but not refund her. 

  Customer response

  12/17/2021

  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 I did not receive the service at all so I feel like I deserve a refund. They told me I could gift the trading to someone else but I want my money back

   

   

   

   

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

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

  Business response

  01/24/2022

  Good Afternoon,

  We stand by our original statement. ********************* came into the club November 8th or 9th with a doctor's note to terminate her contract; the contract was cancelled 2 days later. It states in all PT contracts that we do not issue out

  refunds, but the sessions are still available to her when she is ready to use them.

  Thank you,

  Customer response

  01/25/2022

  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]

   

   

   

   

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

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

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to cancel my membership with Crunch Fitness since around July of this year. I recently moved from ******************* to ******************* and did not feel comfortable with the gym near me. I went in to the ********* gym to be told that I needed to go through the ************* gym (in *********, **) since that is where I signed up. When I would call *********, they would tell me they cant help me over the phone and to go in person at the ********* gym. This went on for months. At one point, ********* said they would make an exception and I would get an email of the cancellation. I never received the email. I called back just to be told that this was a mistake on their end and they could not cancel it in ******************* and that I had to call back the gym in *************. After several MORE attempts, I reached out to corporate to see if they could help me. I informed them that I should have not been charged for October (plus a maintenance fee) and they are now refusing to refund me October. I am not asking for the fees since July since that was when I originally wanted to cancel my membership. I wanted to be fair and just ask for the maintenance fee that was around $40 and the monthly fee for October. They are saying since "I dont have proof", they cant do anything for me. So first they give me the run around and have me going back and forth since July and now they call me a liar. I was not under a yearly contract and was able to cancel at any time. It looks like they gave me the runaround and got an additional 5 months from me since they refused to help and now they dont want to refund at least one month. It is ridiculous and this situation has turned difficult for something so simple as a gym cancellation. The gym I went to was located at **************************************************.

  Business response

  12/06/2021

  Good Afternoon,

  We've looked at the information and see that the member submitted a request via SMG on 11/5 2021.  Upon multiple instances of informing the member no such history exists of emailed/electronic request to cancel prior to 11/5 member escalated his concerns. 
  In DataTrak we see no notes of any calls, nor do we see any emails from the member requesting a cancellation.  We've contacted the club in *******************, and they also do not have any record of emailed communications. 

   

  Thank you,

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Feb 2020 I signed up for membership at Crunch ************ (********************************), and shortly after the gym was closed due to the pandemic. I never went back. In Sep 2020 they restarted charging my credit card through April 2021. HOWEVER, on Monday Nov 8 2021, when I went to the gym with my wife to see if she would like to try their gym, I was informed that I owe them $270 including late fees, it was sent to collection agencies. I was informed that it is in the contact that unless I cancel membership, charges would continue to recur. I was told they would explore and call me the next day. That did not happen. On Nov 10 2021 I called and asked to talk to a manager who repeated that I had to cancel membership, otherwise they would continue charging me. To avoid damage to my credit score, I paid a total amount of $273.65 including $90 late fees. They insisted that I had to email them to ask the membership to be cancelled. Immediately after the call I sent that email asking them to cancel any membership (Nov 10, 14:22), and resent it again today (Nov 12, 11:11AM), and I have not yet received a response. To summarize, this business continued to pile debt against me for months, while not even having a card on file, and me not using their facility at all. Reviews by other customers on ******* shows this is a common practice of this business. Also BBB is filled with tens of similar reports (**********************************************************************************************).I am requesting a refund of the fees charged to me recently including the "late fees".

  Business response

  11/22/2021

  Good Morning,

  I spoke with this customer directly. On the Monday (11/8) when he called, was the day our GM of ************ was out with his wife in labor. When he called back on Wednesday, I was assisting here and spoke with him and even though he paid his payment he was very unprofessional with me, when I referenced the contract. I did tell him that his account was canceled that same day on the phone, but for the sake of having a paper trail, to email us so we could have it in writing why and when we were canceling his account. This is something we do at our locations to assure our members that their account has been cancelled, creating a paper trail for both parties. For whatever reason, we did not see the emails come through on our side until 11/13. Both the *** & myself replied back to that one which I have included our responses attached to this email.

  
  
  I also believe his email and BBB complaint are controversial. He demands in his BBB complaint that he wants his monthly fees and in his letter, he states he paid the fine to avoid the headache but not all individuals, in their financial state, may be able to afford it. All the BBB complaints he has included can be referenced as members not reading their contract. I specifically told him that the contract states in the Default & Late Payments section. "Should you default on any payment obligation as called for in this agreement, the club will have the right to declare the entire remaining balance due and payable." 
  
  
  We also discussed the Member's Obligation section on the contract and how it states that the "Member shall not be relieved of the obligation to make payments agreed to and no deduction from any payment shall be made because of Member's failure to use the Crunch ************ facilities. Dues are for the period stated in the agreement."

  
  Thank you, 

  Customer response

  11/24/2021

  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 thank the BBB for taking this seriously and spending time and resources, you are doing very important work.

  
  First, I have never consented or provided permission to this business sharing my personal information (here my home address, cell phone number, and name and number of my emergency contact) with the public, or any other entity, including the BBB.  I am requesting this business to remove my personal information from their database. I would also ask BBB to remove it from any public record.

  
  Second, I will not argue about who was unprofessional or disrespectful, will leave that judgment to those interested, to read ****** reviews by other costumers about their experiences.

  Third, it is claimed that "I did tell him that his account was canceled that same day on the phone." This claim is factually incorrect. She told me the membership would not be cancelled unless I email a request to her, which I did the same day right after I got off the phone, and did never get any response. When I called twice over the days after, I was told by the staff that the membership was not yet cancelled. In total, I sent two other emails, both to their membership, and manager email addresses. Even when I called this business after the third email, the person answering the phone said I would get a call from the manager, without even asking my name or phone number, which I had to remind him. When I called again later, he noted the manager would not call, but would email. After all these efforts, I got a confirmation of cancellation only on nov 14th.

  
  Fourth, I will leave the judgement about this to the readers: This business resumed charging my credit card for near a year until the card was canceled. After that, how right is it, to keep piling debt against someone who is not using a membership, and does not even have an active credit card on file, for months and months, based on something buried in a contract, and then sending a **** to the collectors? My understanding of the standard practice is that when one billing fails, the business will suspend service, and not continue adding monthly bills to a person who cannot be charged. But again, I will leave the judgment to the readers and authorities. 
  I will leave it at that.]

   

   

   

   

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

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

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I moved out of ************* and no longer need my Crunch Fitness membership and asked for my membership to be cancelled. I was told by the employees at the club on *************************** in ** to send an email to the operations manager, Breeanna PiperWilliams. I sent two emails to Breeanna, one on Oct 13 and another on Nov 1 both in 2021. I didn't hear back from Breeanna and Crunch about these two emails. today i received an email from Crunch claiming that my account is past due. I called their payments office and explained my situation; i was instructed to email the new Operations Manager for Crunch Fitness ************************, *****************************, explaining the situation and forwarding my previous emails to Breeanna. I expect to have my membership cancelled and the balance removed from my account. the response from *******, "** ****** ****** ***** *** **** ****** *** * *** ******* *** ****** **** ******** * ******** ***** ** ****** *** *** ** ** ****** **** *** ******** ************* ** ****** ***** **** ************ ******* ******* ** ***** ******** *** * **** ** ***** *** ******* *** ************ ** ***** ******** ******** ****** **** ** * **** ** ****** **** ******* ****** ** ** **** ** *** *********** ********** **************" I didn't receive any such emails stating that Breeanna no longer worked there or that her email address was no longer active. Again, I expect my membership to be cancelled and I don't expect to pay the balance. Can the BBB help me resolve this issue with Crunch? Can you help me resolve it before Crunch reports this to the collections agency. I might pay the balance to avoid this but will expect a refund from Crunch. Thanks,*****

  Business response

  11/12/2021

  Hello,
  
  Thank you for submitting your complaint and apologies for any frustrations caused. We will honor your original cancellation email from October 13, 2021, and your last months dues on file have been applied to Nov 2021 so there is no further balance owed. Please reach out to us at *************************************************** for any further concerns or inquiries.
  
  Crunch Member Services.

  Customer response

  11/17/2021

  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

  11/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Crunch gym froze memberships (rightfully so) when the pandemic prevented customers from accessing the gym. Crunch re-started membership charges with neither notice or acceptance by customers, including myself. Crunch charged me hundreds of dollars over several months where I did not know I was being charged and had no intention of visiting the gym. I became aware of the charges when I got a new debit card and received an email notice from Crunch that my account was delinquent. Crunch has been unwilling to come to a reasonable solution regarding months of assessed charges without my knowledge or consent. Further, Crunch knew that I disputed the charges and yet continued to charge me into the month of November, 2021. Now, Crunch refuses to apply my pre-paid last month of service to the month of November, extending my membership to January 2022 against my wishes. I do not believe I should have to pay Crunch hundreds of dollars for a service I never used, particularly when they already charged me hundreds of dollars without my knowledge or consent while I was still living and working under shelter in place guidelines. The BBB should take a look into these predatory business practices.

  Business response

  11/15/2021

  Hello,

   

  We have replied to the inquiry you have already opened with us at *************************************************** with a response to this complaint. Please review the email and continue to respond via that avenue. We hope you have a great day!

   

  Crunch Member Services

• Initial Complaint

  11/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In or around May I called Crunch fitness center in Roslindale ** to cancel my subscription. The young lady I spoke to assured me that the subsricption would be cancelled and she also advised that if I should change my mind that they would be happy to help with renewing or signing me up. The other day I received a notice in the mail from ************** (law firm) stating that my "account" has been forwarded to them for collection of $190.80. This is absurd considering I called to cancel (in June) and was assured that the account was closed. Yesterday I called and spoke to the General Manager named ************************* who stated that I should have received a letter asking me to fill out a form formally stating that I wanted to cancel. I told ****** that the young lady I spoke with did not tell me about this form and had I known I would have checked the mail, email or came in to fill out the form. I searched my email and never received a form. ****** then stated that he would take off half the amount and settle the case with the collection agency. I dont believe I should have to pay anything since I called & cancelled months ago. I see others had the same issue with this company and something needs to be done.

  Business response

  11/12/2021

  Good Morning,

  Management will be taking her out of collections. Reaching out to ******* & Contacting her upon completion of this.

   

  Thank you,
   

• Initial Complaint

  11/09/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I live near this gym and wanted a place to go when I couldnt get into a workout class at my usual gym. Upon signing up, I was given the option of signing a 1 year contract or doing month-to-month. I decided to sign a contract for a lower monthly price, but was never shown or given a copy of the contract and terms despite contacting management multiple times asking for the contract. They constantly have broken machines, dirty equipment, and staff are unhelpful. Nobody gave me a tour, nobody has been friendly - it seems they just expect you to go in, use the equipment and leave. The amount of broken machines in this facility makes me feel that the price I will pay is not worth it. On top of that, Ive experienced harassment at this gym. It has been less than a month since signing the agreement and I cant understand why management will not send me the contract I signed and has stopped communicating with me. I could not find a contact number for corporate, so I am left with no choice but to post here.

  Business response

  12/13/2021

  Good Afternoon,

  I have sent this member multiple copies of her contract via Data Trak multiple times as well as offered to print a hard copy of her agreement or send via mail. She told me she wont come into club to pick up hard copy and mailing would be "too long".  There has never been a complaint brought to my attention about harassment or cleanliness by this member, what-so-ever. She also has never stated she had an issue with her contract or wanted to cancel, she's only requested a copy of her contract. We have been on top of maintenance of machines for quite some time so I'm not sure which machines she is referring to ( we have one down as of last night). As far as communication with her, I have answered her emails( the most recent was 11/8/21), she hasn't spoken to me directly about any of these issues she claims to be having. I'm confused as to what the member needs/wants.  I am waiting for a call back currently.

   

  Thank you,

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First, this complaint is filed again Crunch Fitness * **** ** or the mother company who manages it.Due to COVID, the gym was closed for a period of time, but I was still charged a few fees in advance and was told I could freeze it until further notice. The total amount of fee charged was $133 which I never got the service for due to their closure and the ongoing COVID situation. I asked for a refund but was told their system doesn't handle refund so they offered me a credit for future usage. With good will, I didn't pursuit further as COVID is also a tough situation for business like them. However, the understanding was clear that it will be used towards future credit.Fast forward to Nov, 2021, I have continued to freeze my membership and just found I am getting charged again. I talked to the manager ************************* and was informed that their COVID policy has change recently and they are applying their standard policy to charge even for frozen membership, and my credit was used up for such fees. At no time in between and in no format was I informed of such change of policy and how my money deposited with them was used. Again, the right thing to do is to refund me in the first place but it wasn't done due to their system limitation. All the following charges are due to their limitation and I never got services from those and didn't have the intention to pay any in the first place. My good will doesn't seem to get rewarded by any positive feedback, instead, it is like my money was robbed. I understand it is a tough situation for them but I demand my money back since it is the only fair thing to do. I am willing to help them and accommodate their special situation but only if they communicated with me first. They don't have the right to change policy any time they want without even telling customers. In summary they need to correct their mistakes and refund me.

  Business response

  11/09/2021

  Hello,

   

  We're sorry to learn of your experience, and we apologize for your frustrations.  Please reach out to *************************************************** with your inquiry.  Please be sure to include your BBB complaint number in the subject line and any supporting documentation for our review.

   

  Crunch Member Services

  Customer response

  11/17/2021

  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 suggested, I am reaching out to them to resolve the issue. Until then I need to leave the ticket open. Thanks.

   

   

   

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

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

  Business response

  01/03/2022

  Hello,

   

  We resolved your previous inquiry via our previous email communications. Below was our most recent response to you. You were already refunded the $25 freeze charge and your cancellation was processed, as agreed to. We regret to inform you that we stand by our final decision and there is nothing more we can offer.

   "Hi,

  
  Thank you for following up with us, we've cancelled your account. You should see the $25 refund back to the card on file within 3-5 business days. Additionally there will be no further charges. 
  
  We're sorry to see you go!  Please let us know if we can assist with anything further.
  
  Stay well,
  Crunch Member Services"

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for crunch fitness at the end of 2020. Then left the country on May 2021, went to my home country of ******. When I went in person to cancel a month prior they just typed some things in the computer and said it was canceled, that I could just throw my tag in the trash and that is it. They did not give me any confirmation of cancellation, receipt, email or message. After a few months, on October, I received note that crunch could not charge my account, which I only had a little money before I left. Immediately I emailed them about the issue and to cancel it. They replied on the same day asking for a contact number, of which I said I moved to another country and could be contacted by email or my ********* number. Since then I received no reply from Crunch. I sent over 10 emails over the course of a few weeks requesting the cancellation of the membership and no answer from them. This month, November, I received another email of a failed charge from Crunch and in it my membership was active and now I owe an extra fee. I still keep sending emails but no one replies. I want these fees repealed and the immediate cancellation of my membership. Terrible company.

  Business response

  11/08/2021

  Good Morning,

  The member's membership has been cancelled and the balance has been removed.

   

  Thank you,

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Originally joined before gym was opened under the pretenses that we could cancel anytime, however when gym opened it was so crowded all the time we could not even use machines or get any classes so we bought bikes and begin to work out at home. I went in in beginning of September and spoke to manager who was suppose to have processed a cancellations for us however that didn't happen so I called back in of October nd a gentleman answered and I went over everything and he supposedly sent in form to corporate who was to call me they never did so 2 months charges later and a yearly fee I called back and was told there was some kind of 90 day contract funny how when they were recruiting that was never talked about they were like oh no contract give us 30mday written notice. I want to cancel my member ship and I have no problem pay both monthly fees however I do not want to pay for a yearly membership that I don't intend to use. I would like a call back or an email response to process my cancelation asap. Thank you

  Business response

  11/08/2021

  Good Afternoon,

  
  The member called in on 11/3 to cancel. She said that she came in after we had opened and she didn't like that it was crowded and wanted to CXL. I told her she would just pay what's in the 90 day contract and we are more than happy to CXL her membership. I told her that she owes for 11/28 and that she must come into the club to sign her CXL doc. Her last checkin was on 9/19, so she would have been well out of our 3 day grace ******* therefore responsible for the 90 days.

  The membership has been cancelled so no other fees will occur, but there is a balance on the account that will need to be paid in order for the account to be completely closed; this is our cancellation policy.

   

  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. ↩