Complaints

• Initial Complaint

  10/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Filed a report inquiry online about freezing or cancelling my membership with Crunch Fitness on 9/28/24. Report said it would take 24 hours for someone to contact me back from the club. 9/29- never heard from club- called them. The rep who I spoke with was unprofessional, continued to giggle when I informed her that I had lost my job and needed to either freeze or cancel the account. I advised her I knew both the annual fee and monthly fee would be coming from my account and needed help. She was telling me I had to come into the club to do either but both took time and she would need to speak to her manager to see about an override/exception. Her manager told her there was nothing she could do...and continued to giggle. 9/30- manager emailed me, from the inquiry I had put online. I let her know what the issue was again and she continued to recite the "policies" to me. I told her that I wasnt authorizing them to charge my card the $$ and needed a resolution asap. She said as a one time courtesy she would cancel my account with Crunch and that I wouldnt be charged as long as I emailed them a written document with my signature. I did as she asked. 10/1- I called my bank and advised them of the issues. They told me if it posts then I can dispute charges with the bank- which would result in having to cancel my debit card since the funds are taken from that. 10/2- I had $49.99 taken from my bank account for the annual fee and I have $31.99 pending for the monthly charge tomorrow. I called the bank and they told me tomorrow after the other charge is debited I can dispute both charges. I then have to cancel my card as Crunch isnt working with me on cancelling the account. I emailed the manager back and let her know I will be contacting BBB. ** This isn't a new issue with this location. I have read on social media this is a ongoing problem with numerous members. I want my money refunded and my account immediately cancelled with Crunch.

  Business response

  11/04/2024

  Consumer contacted the club on 9/30/24 inquiring about either freezing or cancelling membership because of losing her job.    Our cancellation policies were explained at that time - either come in to cancel or send a certified letter of cancellation.  She became upset because she didn't want to come in or do either.  October membership was zeroed out as a courtesy for consumer losing her job.  She was informed that her dues were zeroed out but her annual maintenance fee would still process.  She was asked if she wanted to freeze or cancel and she stated that she wanted to cancel.  We made an exception to help this consumer out and accepted her emailed cancellation so she wouldn't have to come into the club.  She was again informed that her annual dues would still draft.  Membership dues were waived and membership cancelled.  She called upset about the maintenance dues and said she wouldn't pay them and would dispute the charge.

  We worked with this consumer to help her and zeroed out her membership dues.  We feel that our contractual obligations with her have been fulfilled and we will not refund any further monies.

  Thank you.

  Customer response

  11/04/2024

  I am rejecting this response because: I want my money back for the annual fee. I cancelled the membership but yet am still paying an annual membership fee! I have spoken to numerous others and they also had the same thing happen to them. I want that money back. They stole that money from me as the account was cancelled but yet the yearly charge was still filed! I have gone to the news about the way this business works and have also made mention to numerous groups on social media. 
  
  Sincerely,
  Erin B********

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  September of 2022 I entered into a physicial training contract with the gym along with a gym membership. At that time I discussed with Casey the posiblity of relocating and the ability to cancel the contract if I did. In November of 2022 I was involved in a motor vechicle accident where I substained injuries to my neck and back. The Physical Trainer was notified at that time and she said she would also inform Casey. In December of 2022 I relocated to ********* as discussed with Casey and I notified the gym of this infomation in January of 2023. I was told that I would have to come in person to cancel my membership even though I told them I was no longer in the state. ******* *** ***** ** **** * *** ************ **** ********* ***** ********** ******** *** ********* ** *******. During this time the gym was still billing me for membership fees even though I informed them of the accidnet and that I was no longer in the state. At some point Casey did ask for proof of residency which I provided a paycheck stub from my employer, a ********* state ID, as well as a copy of a medical bill. At no point was I told that none of my proof of residency was not valid. I contacted the gyme again and was told to speak to Riley. I informded him as to what was going on and he informed me that the gym membership could not be canceled because the physical training was never canceld and there was a balance on the account. Casey continued to bill me for physical training even though one we discussed prior my ability to cancel if I relocated and to that I had indeed relocated. I explained that I had been paying for services that I not only asked to be canceled but that i had not and could not utlize. To date the gym still refuses to cancel my membership even though the States of SC The South Carolina Department of Consumer Affairs states that it is illegal for a gym to auto renew without the consumer consent (I never gave consent and they have autorenewed my gyme membership monthly since 2022 and twice annually since then. It also states that a member cancelation penalties are waived if a member moves more than 50 miles which they were notified of December of 2022 and several times since then. Please assist in getting this issued resolved they are still autobilling my bank account and I have asked for cancelation several times.

  Business response

  01/24/2024

  On 9/25/2022, consumer signed up for a Crunch membership online signing all cancellation policies/procedures and agreeing to them at that time.

  12/5/2022 - consumer called because account was past due.  She was explained the billing procedures at that time and was informed when the next past due amount will be applied.  She refused to pay.

  12/16/2022 - Called Member Services stating that she had cancelled the membership and PT.  When asked if she had sent in a written cancellation she said that she had emailed Kasey.  Staff reiterated our cancellation process that she signed off on when she signed up and told her that she had to send in a written cancellation request via certified mail giving a 30 day notice.  Staff also informed her that she needed to speak with Kasey about the past due PT balance.

  12/18/2022 - Membership agreement was resent via email at consumer's request along with a physical address to send her 30 day written cancellation request to in order to cancel the membership.  She was angry and said she wanted to speak with management.   It was reiterated that we still need proof of residency - invoices will remain pending and balances due.

   

  1/1/2023 - collection call to verify outstanding balance.  Stated that she has been trying to cancel this account and refuses to pay any of the monies due and payable.

  8/9/2023 - Fitness Director emailed regarding deliquent PT balance.  Consumer called Kasey back upset.  Kasey again reiterated that all we needed was a current proof of residence for the PT part and a written cancellation giving 30 days notice via certified mail for the membership.  She sent an out of State ID but stated that she had moved in december so the address wasn't valid.  It was requested to get a current proof of residency in order to take care of the cancellation and to have one that is where her current residence is.

   

  11/29/2023 - Consumer was told again about cancellation policies with personal training and membership.  Consumer expressed frustration that she keeps getting charged although she has been told repeatedly that we need an acceptable proof of residence and a written request for cancellation sent 30 days in advance via certified mail to cancel everything.  We also need the email that she sent to Kasey requesting cancellation (this needs to be the original email forwarded from her email account).   Once Personal Training has been cancelled, we will be able to cancel the membership account after receiving a 30 day written certified request.  

  Consumer has been repeatedly asked for the proof of the email, the written 30 day request for cancellation and payment for what she owes.  this could have been handled back in 2022 if consumer had followed the cancellation procedures that she signed acknowledging that she understood and agreed.

  These accounts will not be cancelled until she follows through with her obligations for cancellation as we have fulfilled out side of the agreement with her.

  We will gladly work with her when she supplies us with the requested documents.

  Thank you.

   

   

   

• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  February 20, 2023 the amount of $320 chargeback/dispute. The business is committed to provide me a cancellation of contract. The nature of this dispute is breach of customer rights. The business has tried to resolve the problem by charging my card $320 and sending me a list of workouts by email.

  Business response

  03/07/2023

  Consumer's membership request for termination was completed on 2/14/23.  At the time of her cancellation, as per her contractual obligations, consumer was required to give a 30 day notice of cancellation in writing in order to have her services cancelled.  As the contract states, and as consumer signed and agreed to, the 30 day written notice will not be completed unless consumer's account is up to date and we receive the written notice.

  Consumer's last payment (which would fulfil her written 30 day notice) was paid on 2/20/23 for $320 which was 8 PT sessions @ $40/each.  Her billing of 1/20/23 was also for $320 which was 8 PT sessions @$40/each.  Of the 1/20/23 payment, consumer used 4 of the 8 PT sessions.  She has not used any of the 8 which she paid for on 2/20/23.  Consumer has a total of 12 PT sessions remaining that she can use at any time and will not expire.  Accoridng to our contract, her 2/20/23 payment fulfilled her last payment which would have been her 30 day notice.  Her services have been cancelled as requested and her account paid according to the contract.

  I have attached her contract with the terms that she signed for when she signed up.  We have attempted to work with her and help her understand our billing and the 30 day notice but consumer insists she doesn't owe the 30 day notice where it clearly states her cancellation procedures.

  We have fulfilled our terms of the contract and do not owe consumer any further monies.

  Customer response

  03/09/2023

  
  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.
  
  Sincerely,
  
  Linda M*******

*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. ↩