Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  This past 2 years I been living in and out of the country, with that being said I was in ** the first week of October 2024, just for a week. I was trying to find a gym were I could just workout for a week, so I got a free day pass to crunch fitness in NRH. I really liked the gym and the environment so I bought a week pass that was around 35 USD with taxes included. I left the country and came back two weeks after, due to an appointment. I ran on to a crunch post on IG that was advertising to join for a few cents which was a great deal as I would avoid all initiation feesI was staying for a month this time so I decided I would join as it was the best financial way to do it. I decided to choose their Peak results plan as it was advertised as a no commitment plan and was able to take a guest for free. The first week I was there I had so much pressure with having a PT session I went for it and was charged an additional 10 qnd something cents, ************ a few days ago as my month was over I went to cancel the membership and was obligated to pay ****** Claiming the plan was no commitment but after 3 months. I was charged with the annual fee, around 64 (wich I was aware of, its fine). I felt so frustrated that I had to pay 3 months upfront for me to be able to cancel and was never told when I first read their AD or on their agreement.I was so upset to find out I couldve just pay for a month and it would still been much cheapper than paying all this months. False advertisement that nobody tells you about and obligates you to pay in order to cancel. I ended up paying over $200 USD just for a month of workout besides all the pressure to get personal training.I would like to get refunded for those 3 months I was forced to pay, it is no fair especially with this not specified, I had to do it because I was leaving.I will never be returning to this gym and I can tell im not the only person that had issues with this gym I just didnt know it would happen to me.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed up for personal training earlier in the year and the day after I found out I couldn't do the training. I went to the location and tried to cancel but the front desk staff informed me the managers were in ******* for a manager summit so they couldn't cancel. I went back later when they were back and they said I couldn't cancel because it was after the 3 days even though I went in the day after I signed up. They kept charging me after my contract was up and I just stopped getting charged. The personal trainer I was going to work with said that I should try to get a refund since I can no longer use the training and I tried to cancel within the three days but have not heard anything from crunch regarding my refund. The manager said he put in a refund request, but still no contact from the company.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I signed up for personal training, but they won't allow me to cancel my membership, and they are harassing me with a continually larger bill that I shouldn't have to pay because I tried to cancel my membership months ago.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I aquired a membership this past May at the Crunch Fitness north Richland hills ***** location. I called to cancel my membership over the phone since I have been only two times since May to use the facilities, they told me I needed to cancel in person. I went in person and Spoke to a representative named **** who wanted to charge me an anual fee and the next monthly payment in order for them to allow me to cancel and that if I didnt pay this it was gonna just get send to collections which technically is a threat. This information was not disclosed to me when I signed for the membership. I shouldnt have to be obliged to pay for an annual service fee when I have not used the Crunch facilities but twice since I got this membership and I do not attempt to continue going. Any charge attempts on my account moving forward I do not authorize. **** told me he was the only manager at the gym and that theres no one above him that I can speak to to resolve this issue. I want to be able to cancel this membership without having to pay additional money for a service I have not used or attempt to continue using. Thanks in advance

  Business response

  09/06/2024

  We've attempted contact with ***************** several times to no avail.  We immediately canceled her membership since her 30 day notice obligation was fulfilled.  If we can be of further assistance, please return our calls and we would be glad to help.

  Customer response

  09/06/2024

  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. I do want to clarify that Crunch Fitness never made any attempt to contact me either via email or my phone number like they stated in their response. however I just called to verify that my membership is canceled and they confirmed with me that it is. Thats the resolution I wanted. Thanks so much for your help! 
  
  Regards,
  
  **********************************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In November 2023, I closed my account with UFC Fit, which subsequently closed its doors and became Crunch Fitness. I opened a new membership with Crunch Fitness and paid each monthly membership bill on time. However, I recently noticed a significant dip in my credit score. Upon investigation, I found that the culprit was ABC Financials, claiming I owed approximately $360 in back payments to UFC Fit.I was confused as my membership with UFC Fit was closed and all payments were up to date. ABC Financials informed me that the charges were from December 2023 to March 2024, a period during which UFC Fit had already closed and Crunch Fitness had opened. This meant I was being charged for two memberships, despite UFC Fit no longer existing.Despite months of deliberation and countless calls between Crunch Fitness and ABC Financials, I experienced significant unprofessionalism and poor communication. Only two managers could assist, and even then, they were unhelpful and rarely returned my calls. As a medical student with a demanding schedule, the last thing I needed was a substantial and unwarranted bill, alongside a hit to my credit score.After paying the collections agency, a manager informed me that their Vice President, ****, stated it was out of their hands since I paid the collection agency directly. This response was completely outrageous and inconsiderate.The mishandling of my account, lack of communication, and refusal to address the error demonstrates a severe disregard for customer care and financial integrity. This behavior is not only unprofessional but also makes this business inappropriate for continuing operations without significant changes to their customer service practices.I request that the BBB take appropriate action to ensure this issue is resolved and to prevent other customers from facing similar issues in the future.Thank you for your attention to this matter.

  Business response

  09/24/2024

  Refund check is being mailed to ********* (to a confirmed mailing address).  Once processed, ********* should receive the check within 7-10 business days.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First off when I started my membership they have false advertisement, on their website they show $10.00 per month membership fee but when they actually charge it shows as a $11.99. So they charge $12 when claim $10.Secondly they charged me $12 on a new month (as normal) but then a few days later they charge me $85 claiming it's a yearly fee 2 months into my membership which I never agreed to I denied it. Stopped going called them asking why, they said it's a regular fee that I never seen in the contract. So I tried to cancel and they won't let me cancel now...I tried calling in person numerous times they told me to come in person...I did go in person one day and just so convenient for them I showed up and the manager wasn't "available".. only the manager can cancel memberships....I'm literally getting the run around Since I have tried to cancel it has been a month now and they try calling me and charging me over a dozen times a day...I just want them to leave me alone, I am being harassed by a company I no longer deal with.I have used one bit of their services in over a month now...and they keep adding charges even though I tried to cancel and don't go there...they are attempting to steal money from me through harassment

  Business response

  05/09/2024

  Thank you for reaching out to us and it is unfortunate that you have had the experience you have had. All of our memberships are subject to state tax and processing fees and there is an annual maintenance fee that invested 60 days after enrollment. Most of our memberships are a 90 day commitment and then after that initial 90 days, a member can physically come into the building and cancel their membership with a 30 day notice. We ask you to come in, as you will be signing a legal document stating that you would like to cancel. Thank you. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On Feb 8th I signed a contract for personal training. On feb 8th they charged me the $312 and then they charged me again a few days later. They reopened a closed membership and started charging the old one and the new one every week. I reached out for ****** to assist me and he said he would work on this. He also stated he submitted the cancellation of my membership which was not completed, as they are still attempting to charge my card. I have called every week since Feb 8th for a resolution. I was responded via email on March 13 saying they were sending a check out. I still have not received the check and have not had any response. Every time I call a manager is not available.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Called to cancel the membership well before the trial ended and was assured by the rep that cancelled it that Id get no more charges. Well lo and behold I got charged 3/31/2024 and overdrafted my bank act. Called and rep ***** even apologize and basically told me it was my issue to deal with and it was rightfully their money since I ***** cancel in a certain time. I asked for a manager and someone else in charge. Mgmt is totally rude and unrepentant that they are not transparent. I asked to speak to anyone else and the rep said no one else available.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I am deeply disappointed with the service provided by Crunch Fitness North Richland Hills, *****. Despite fulfilling my end of the agreement by paying upfront for my personal training sesssions, along with the monthly gym membership, requesting to cancel my personal training sessions, the company has disregarded my request and is trying to coerce me into continuing the personal training lessons. I simply want to be done with it and have no desire to continue with the gym altogether. This lack of respect for my decision is unacceptable. Furthermore, due to the trainer missed sessions, the trainer texted me, acknowledging that I would be refunded $116. However, upon raising this evidence to the head gym trainer, the head gym trainer belittled it, attempting to pressure me into continuing with the failed service provided. This disregard for transparency and customer satisfaction only adds to my frustration with Crunch Fitness. I and my husband now have cancelled our membership all together from this gym and the company as a whole. Were still being charge another $300 plus as a whole because of this as well.

*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. ↩