Complaints

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had to move 5 hours away from my Crunch Fitness gym location in February due to personal reasons, and was unable to cancel my membership in person. I called Crunch March 3rd and they said that I needed to mail them a signed letter in order to cancel since it could not be completed over the phone. I wrote and mailed the letter on March 10th, and requested that they email or text me when the cancellation was complete. I did not hear back from them after that and called every two days to receive some sort of feedback as I did not want to be charged the following month. I was told that the envelope was received and left unopened on the supervisors desk but that they would get to it soon. On March 18th, I received a charge of $23.83 for the next month's membership. I immediately called and one of the front desk staff members helped me to cancel over the phone. I have been trying to get a refund since then and have had no luck with both managers. This level of unprofessionalism and poor customer service is beyond me, and I work a client facing job as well. I am still trying to get a refund, we'll see if I have any success, but I cannot recommend enough finding a gym with a better reputation when it comes to cancellations. I am very disappointed and I want my refund.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  4/2023- requested cancellation of my membership, which is no contract and month to month. 5/22/23- Business billing agency called for past due balance, advised of cancellation request in April 2023. Same day called the club directly. Was Transferred to ********** manager and was told they would cancel my account and reverse all charges and balance would be $0.00. 6/1/23- *** billing called about past-due. *************** was to be canceling and issuing a refund/waiver of all charges. 6/5/23- spoke to *** billing again, and was advised by them that they dont deal with cancellation of account only billing and collections.6/5/23- Called the club again, spoke to ******, and was advised that **** was not in and to call back another day. 6/21/23- got texts and email and calls from *** billing about ongoing past-due balance. 6/21/23- *********** again, spoke to *****, who indicated that I needed to send cancellation request in writing explaining details. It had to be mailed to **** NE Vancouver Plaza *** ************************* ***** 6/22/23- I mailed a letter to the address provided requesting cancellation and waiver of all fees per prior conversation with ********* 7/11/23- Received email from *** billing that unless past due balance is taken care if they will send me to collections. Called *** and advised of situation, A person named ***** is supposed to send an email to **** and have a resolution or an update in 48!l hours. I dont expect that I will receive anything from them due to the pattern of non responsiveness I have received to date. 7/11/23- *********** again, got generic voice mail for the club, left a message with my dissatisfaction of how this is being handled. Asked or call back from **** or someone higher up than can resolve this. Provided my name, contact info. The lake of response and resolution is unacceptable and there is no excuse for this. I am filing my complaint today for the location listed in this complaint and the other location no longer exists.

  Business response

  07/21/2023

  We have removed the dues owed and have cancelled **************** membership.

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