Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having a difficult time canceling my membership. When I reached out to them, I was told I would have to do it in person or write a letter. In July of last year of was in the hospital for 6 weeks and having been recovering from that ever since. Because of that, Im currently not driving so I cant go in person. Im also having cognitive issues that prevented me from writing a letter. So I keep having to pay $23.79 a month for something that I currently cant use.

• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:07/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/21/2023

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