ComplaintsforCrunch Fitness

• Initial Complaint

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went ahed and canceled my membership and I am not sure, how I was charged for an annual membership $49.99 when I am not renewing it. **************** *** was not able to give me an explanation that made sense, except for "every one has to pay the annual membership"

  Business response

  08/24/2024

  The member came in to cancel his membership. Per cancellation there is a 30 -day notice upon request to cancel. The members annual fee was set in the next 30- days and would have been the members last charge with us. 

   

  Customer response

  08/24/2024

   
  Complaint: 22187985
  
  I am rejecting this response because:
    Annual fee was supposed to be charged, 60 days after my membership was changed from $29.99 to $9.99, which it was prorated according to the *** that made the change, my membership expires on October,, am I getting penalized for canceling and not wanting to no longer do business with crunch?

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

  Business response

  08/24/2024

  That is incorrect information. When you initially signed up on June 23 2023 60 days after you were charged your annual fee on 8.23.23 - *****. When you upgrade or downgrade.. Your annual fee will stay in effect to what the original date is. which you were charged again on 8.23.24. The reason being it is unfair to our members to pay more than one annual fee a year..

  Customer response

  08/24/2024

   
  Complaint: 22187985
  
  I am rejecting this response because:

  Crunch app shows that my membership ends on 9/16/24, why am I getting charge an annual fee for less than a month of membership?

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

  Customer response

  09/03/2024

  Crunch has terminated my membership, even before the time I was told it was going to end.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On April 1st 2024, I was billed my $9.99 membership fee by Crunch Fitness. As time passed, I was then billed $***** on April 30th. I called crunch Fitness and was informed I was no longer in contract. I was told by the representative to come onsite that all I had to do was sign to renew it and it would revert back to the $9.99. I signed on May 1st, 2024. On May 30th, 2024 I was billed again for $***** as if I was still out of contract. It makes no sense. Why tell a customer to come in person to renew their contract and they do. And Crunch Fitness still charged me $***** as to say Im no longer in contract. I contacted Crunch Fitness, if you think I was provided a logical explanation saying; why I needed to pay ***** again and I already sign. Think again. Im writing this to say their service is more like you better pay a fee cause we can do whatever we want. I would like my $***** refunded the assistant manager ***** has a tone like a mother disciplining her child. Like you better pay it. And she herself kept over talking saying the same thing with no factual reason as to why crunch is charging $***** fee after I signed the contract for 9.99. Shes just following what she hears like a robot. I called back a few seconds later and the suppose general manager was right there the whole time. Of course hes going to side with those he work with. I informed him to terminate my account immediately and that I shouldnt see ****** fees being billed to me after the termination NONE! I dont agree with their billing and they have no logical explanation to give. I write this to also say, if I am billed anything after the General manage ***** said he terminated my account at ********************** and nothing will be billed to me. I will be writing again and hope they have enough morals to refund any amount billed to me after the general Manager ***** nothing will be billed given he terminated my account.

  Business response

  05/30/2024

  Member will be refunded for the payments of $15.99. The member was very hostile over the phone and would not let me speak and make the situation right. I the ** ***** was understanding and tried to help the best way possible. However this member had a violent tone when I began to assist the situation.

  Customer response

  06/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  ******************** apt 1

  *******, ** 38134

  
  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company: Crunch Fitness, ***************************************** Product/Service: Gym Membership refund request of $410.87 Complaint:I am filing a formal request for a refund of $410.87 from Crunch Fitness regarding unsanitary conditions at the ***************** and a lack of dedicated space for group fitness classes. These issues have significantly impacted my ability to use the gym safely and effectively, rendering the membership useless.Unsanitary Conditions:On three separate occasions, I became ill shortly after using the gym facilities. Once, I was diagnosed with COVID-19.My concern lies in the gym's cleaning practices, which appear inadequate to prevent the spread of illness for the following:*Plenty of people working the counter and trainers.*No one's actively cleaning the equipment.*The place has upwards of 200 members present during the few times I've been.*The lack of proper sanitation is a serious health hazard and a breach of the gym's responsibility to maintain a safe environment for its members.Unclear Group Fitness Policies:*The gym's policies regarding areas designated for group fitness classes are unclear.*On at least three occasions (two weeks on average) I was unable to carry out personal fitness training because a class started in the area I was using and had to stop as a result.*This lack of dedicated space significantly disrupts my planned routine and prevents me from receiving the full benefit of the membership.*The group fitness classes should have their own dedicated area with either trainers preparing the area with the needed equipment or an area where the required equipment is already in place.*It's of no use to me to have to time a workout around a group session for areas that's unrestricted for general use and really poor business practices to require members to move without at least making a recommendation for another area with the same equipment.Request for Resolution:Due to the aforementioned issues, I request a full refund for my Crunch Fitness membership. The unsanitary conditions pose a health risk, and the lack of dedicated space for group fitness classes limits my ability to utilize the gym effectively.I have attempted to resolve this matter directly with Crunch Fitness by speaking with an associate named *****. He was professional and tried to understand my concerns but was unable to assist in the refund request. He also tried to recommend alternative options but failed to understand what my issues were in a way to create a real solution. The matter really needs to be addressed at the corporate level by instituting and upholding cleanliness standards as well as investing in either additional space or training Staff that trains members in being more professional, courteous, and management of their classes without disrupting non-Participants. I'm so offended by the treatment and lack of real concern regarding facility cleanliness that I no longer want to be a member.Assistance from the BBB:I kindly request the BBB's assistance in getting a refund for the membership. I would appreciate it if you could help me obtain a full refund for my membership.Attached Documentation: Receipt for membership. Positive COVID test results.Thank you for your time and attention to this matter.Sincerely,*******************************

  Customer response

  05/18/2024

  Attached is a copy of the email I sent to the business requesting a refund for the same reasons in this complaint. Thanks.

  Customer response

  06/06/2024

  Greetings,

  Please close this case and **** it as resolved. The business issued a refund recently which was received today 7June24. Thanks for assisting me with this and have a good day.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Business is still charging me after I cancelled, I tried to contact them through phone and email but no one helped me

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started a gym membership at Crunch Fitness around February 2023 and tried to cancel it multiple times over the phone in June and July 2023. Each time they told me they cancelled it and I would not be charged anymore, but they continue to charge me for the membership that I am not using. I don't live in Memphis anymore, and they need to stop charging me.

  Business response

  03/27/2024

  *****************************- 21327484-1B73F BBB Complaint

   

  Good Afternoon,
  
  
  I went online to handle this complaint and it said there was not action needed at this time.
  
  
  I have attached proof of cancellation and a refund to the client for his issues.
  
  
  I also have forwarded the email I sent to him to you ***************** and also sent her all the attachments that this complaint has been resolved and how he said thank you and his issue has been resolved!
  
  
  We refunded a total of $111.93 to his account.
  

  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Before I moved in august of last year, I went in person to cancel my membership at the ******* location on white station and buy out my contract. The front desk person there informed me that where I was moving to in ******* there was a crunch fitness located in ******.When I moved here, I noticed there was no crunch fitness. So when I called and talked to a manager, whose name started with a K back in August/September she apologized that the employee was wrong, and assured me my contract would end after the final months payment came out and I wouldnt have any more payments since it was only a one year contract and was not renewable. The final month was in October! They charged me on 2/14 for a fee. I cant get a hold of anyone that can explain this to me. Ive tried calling the ******* location multiple times, their corporate number and messaged them on social media. I received an email this morning stating If I dont pay my membership fees Ill be sent to collections. I live 8 hours away. Im not driving to ******* for their mistake and lack of training l.

  Business response

  02/19/2024

  Good Afternoon,

  Unfortunately, we cannot resolve this complaint. This member filed against ***********, ** but their home location is in *******, **. In order for the complaint to be handled appropriately please file against Crunch in *******, **. 

   

  Thank you,

  Customer response

  02/21/2024

   
  Complaint: 21299350
  
  I am rejecting this response because:

  I have already been through this with the ******* location. My issue now is with im assuming the corporate office fitness venture LLC. I have explained to multiple people what has gone on over this membership and Im so tired of being bothered. Ive been sent multiple emails even after this was already supposed to be taken care of and then recently someone just called me and left me a voicemail. I am so sick of this. I just want to be left alone. And Im not paying for anything. 
  
  Sincerely,
  
  ***************************

  Business response

  03/27/2024

  Good Afternoon,

  ***************************- 21299350-E0951 BBB Complaint
  
  
  Ms, *************************** stated she did not want any communication from the company, however she has been handled. Please see attached of refund and her proof of cancellation since her statement.
  I do see it shows on the website I have no further action needed!
  I have left a voicemail and sent her an email of proof of cancel and refund!

*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. ↩