Complaints

• Initial Complaint

  09/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They never informed me my year plan was coming to an end so I was forced to pay the renewal even though I wanted to cancel

  Business response

  14/11/2024

  First, I have searched our member database and there is no member named **** *****,  If this person used a different name to sign up , we need the accurate ID to find his membership to review it.  Second, all membership agreements include a statement outlining the annual fee that is billed 60 days after join date and then billed yearly on the anniversary date of joining.  New members initial their understanding of this as staff explains each fee while going through and completing contract.  This is all clearly explained and written in the agreement that the members signs and receives.  It is not our role to contact every member and remind them of billing arrangements they signed up for.

  Customer response

  14/11/2024

   
  Complaint: 22534628
  
  I am rejecting this response because:
  It's a yearly plan and subject to informing me that it's being renewed i was never informed apart from when I originally signed up.

  Search ****** *****

  
  Sincerely,
  
  **** *****

• Initial Complaint

  19/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm referencing my son's account with ********************** franchise - *************We have a major mis-understanding and differing opinions between their management and my son, and several errors regarding this account.He was highly pressured into signing personal training contracts that he clearly did not understand. He also understood that all obligations were cancelled and that training was available on a pay-per-use basis - that he never used. Resulting from the differing opinions of what has actually taken place - which will never result in a mutual agreement of what services/cancellation were agreed to and/or implied, I must resort to the factual documents that are in play here - and formally request that we be refunded for services not rendered and improperly documented charges and agreements.All relevant documents are attached.You will see that there are 3 different signed agreements (all on the same day) - which clearly demonstrates that my son was extremely confused on what offers, agreements and obligations were being presented to him. All of these agreements have the same agreement number assigned to them, but there is no clarification provided that clearly demonstrates to us the order that these were presented and/or signed in.Bottom line is, on the same date, he had cancelled all agreements of future charges, as per the attached cancellation document with the specific agreement number referenced (attached below) - which clearly references the agreement number that their staff claims to be active. However, this cancellation document supersedes all agreements referencing the same agreement number.We are requesting a full refund of $791. Owner has not responded to email and no phone calls allowed.Furthermore - the initial agreement and it's relevant charge was charged to MY credit card that you had on file, and these additional personal training charges were not authorized by me. Also note that my name - as the credit card on file - is also wrong.

  Business response

  02/05/2024

  Email sent to member on April 30th, 2024: Hello *******, I apologize for the delay, but there is a process and I have to review every piece of information.
  On December 4, 2023 you met with our Fitness Consultant and you decided you wanted to sign up for personal training.  
  
  
  The first agreement you have was for 7 monthly payments of $79.10 - there were errors on that agreement so it was deactivated and nothing was ever paid or billed on this agreement.  There was no cancel document because it was never activated
  
  
  The second agreement you chose to sign up for was for 5 payments of $158.20 biweekly.  You signed up for this agreement and made the initial payment in the club.  Then you went down on the gym floor and worked out.  When you were finished you came back to the front desk and said you were thinking about it and that the contract was too much and you wanted a smaller package.  You were not confused, you clearly stated that you wanted something smaller - which we accomodated.  Staff cancelled that agreement for you and there was no billing charged on it, this is the cancel document you have - and it was completed.
  
  
  You then chose to sign up for the third agreement with 2 monthly club payments of $158.20.  We used the first payment you made in club on the 2nd agreement and moved it to the downpayment for this agreement.  This third agreement is the only one that was activated and you have been billed for. The January 4 and February 4 payments on this agreement were declined.
  
  
  On February 7th when staff advised you the payment had declined you made the overdue payment in the club of $316.40.  Then the agreed monthly payments were billed for March and April at $158.20 each
  
  
  We worked with you and changed the contract as per your request.  Staff have contacted you several times to set up meeting and sessions with a personal trainer. At no time until this email did you indicate that you did not want the training package you signed up for.  You signed the agreement and made payment.  There may be miscommunication between you and your father, as I have received this information from your account and reviewed the events with staff.  Please understand there is clear information about the contracts and what you requested and were very clear about, along with your signature.  There were many opportunities for you to ask for cancellation, which you understood as you did exactly that with the previous contract.  At no point did you say you wanted the agreement cancelled, when you signed it, when you were contacted about meeting the trainer and even when you made the outstanding payment.
  
  
  We have cancelled the agreement, as a courtesy, I have approved that we will refund the last 2 payments of $158.20 for a total of $316.40.  This will be done by e transfer, please confirm to what email this money should be sent.  Please note the remaining sessions that were purchased will be banked on your account for a time you may want to use them, or you are able to transfer them to someone else at any time.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/12/2023 I quit Crunch Fitness after the staff treated a friend of mine, and prospective member rudely. I was told that I would only have to pay the next months dues, $13.** per membership (3) and that their would be no annual fee charged. Three receipt were issued stating the balance due to be the $13.** monthly fee for each of the 3 memberships. I have attached 2 of these receipts.On 5/1/2024 my credit card was debited the annual fee of $67.72 for a gym membership that I have cancelled.

  Business response

  22/01/2024

  This member and 2 of his family members all had their own memberships at our location.  The member brought in a friend to use a free day pass - which we offer.  To enter our facility and use a pass we must have confirmation of the persons identity.  It is important that we always have records of who is using our club.  The potential guest did not have any ID.  ****** then started yelling at our staff member.  The next day when ****** came in yelling at the manager - he demanded a 7 day pass for his friend, the manager said she could provide a 3 day pass.  ****** then said he wanted to cancel his own membership and his wife and daughters as well.

  All cancellation notices include a 30 day period when any amounts owing in that 30 days will be billed, as outlined in the membership agreement signed by all members.  All 3 of the accounts had the annual fee ($67.79 each) and dues owing in the upcoming 30 days.  As a courtesy, I waived the annual fee on 2 of the 3 accounts, and only billed the amount on 1 account.  I feel this is a very fair compromise, given that they were all cancelled simply because we could not allow their friend to come in without ID. ****** was also very aggressive and yelling at front desk staff and manager.  There is no refund owed for the 1 of 3 fees that were billed.

• Initial Complaint

  17/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my membership a couple months ago and the gym didnt cancel it and left it open then didnt charge my card for 4 months but now have decided to charge my card $330 without a notice.

  Business response

  26/10/2023

  This member emailed a request for information on how to cancel membership in June of 2023.  The manager emailed back requesting some information to complete the cancel request.  The member did not respond or contact us until October, 2023.

  The funds that were billed on October 13, were for outstanding amounts from June, July, August and Sept.  Each billing cycle charges were declined by credit card, so they are rebilled through our automated billing system.  All accounts that have billing declined are applied an NSF and rebilled.  The funds were successfully collected on Oct 13.

  The cancel request now received was processed immediately and we have stopped all charges, and waived the 30 day notice period as a courtesy.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  when we joined crunch about four months ago ,we agreed to do a 3 month trainer service. we specifically declined any extension of the service from the day we joined itself . as the time approached ,when we informed the front desk people that we (myself and my husband) are being charged even after the agreed 3 months term ,we were told its a recurring agreement with auto renewal . how they present their product when we joined and when we want to cancel is disconsonant . first of all their add on should not be on auto renewal .if they provide 3,6 , 12 months add ons ,the customer should be able to dictate how long they want ,when they want to stop . we should not be at the mercy of the service provider . we want to honour our commitment but we expect the same level of trust and dignified treatment from the business provider as well . we wanted to contact the manager and we were told they do not have such persons . we tried a number from internet and its a non monitored number .we feel like we are being robbed .we want to stop the recurring add on at the end of the 3 month time ,which was 2 weeks ago from today and today we were told its not possible . there is lack of customer care service... we specifically told when we joined we do not intent to continue after 3 months .... they said we only have auto renew option but hey you can cancel it when ever you want .we told the front desk 2 weeks ago too our agreement comes to an end ,this day ,there shouldn't be any further withdrawals. we believed people who manage front desk are responsible workers .now we realized they do not have a clue or they are dancing to the tunes of corporate management.today when I asked them why I am being charged even after 2 week post my end date of agreement ,they are saying they haven't received one month notification . we signed the paper document saying that . ... so what were we saying when we joined .... and each time we had our training sessions .. and 2 weeks ago when we enquired about the personal training agreement .

• Initial Complaint

  24/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I started with Crunch Fitness right before Christmas 2022. They offered me personal training for 1 year which I purchased. I was never told about the time limit I have to cancel the services. I thought I have taken the service I might as well use it. Training started well and everything was going fine when my trainer for no reason started cancelling the sessions. Few occasion I was at the gym waiting for him for our session and he would not show up. I would text him and he would reply later in the day with just Sorry. This happened a bit so I asked my trained I would like to cancel my personal training services and he said sure we could do that. On April 14th I cancelled the services but I was still charged $56 weekly so I read the receipt of cancellation and it showed payment will be charged upto 30 days for any outstanding balance which I didn't have. Fast forward to today being July 20th I am still charged $56 weekly. Their new manager reached out stating the below: I can see that he put the cancellation in, I am not sure why he did that as cancellations only go through management. It then looks like management declined the cancellation. I apologize if they never reached out to you about that as normally an email is sent to the member. So not only my Personal training was cancelled on April 14th but I am still paying them as per their contract they mentioned. They did offer me another trainer but the timings did not work out and new manager offered the same but I never took it. They never mentioned anything about cancellation of the contract. In the meantime old manager told me to reach out regional manager provided me with the email but guess what email bounced back. Way to go Crunch. First and last time I ever stepped into CRUNCH Fitness.

  Business response

  22/08/2023

  Hello, I have received and reviewed this member account.  On December 16, 2022 this member signed up for a Personal Training contract that was for 51 weekly payments of $56.50.  He was matched with a trainer and was using his sessions.  He did have some issues with this trainer, once ***** let us know of the issues, we met with the trainer, reviewed expectations of service, and agreed on services moving forward.  In April when ***** requested his contract be cancelled, he had only made 17 out of the 51 obligated payments as per the contract he signed with us.  We have reached out and advised him of this and we have tried to match him with trainers so that he can use his sessions.  ***** has indicated that there is only one specific hour per week that he is available, which has made it difficult for us to match him with a trainer despite our efforts.  The sessions that he has paid for remain on his account and able to be used.

  As a courtesy, we have cancelled the agreement, allowing ***** to break the contract and not pay the remaining 16 payments owed in the contract.  We are offering this comprimise in good faith.  For the sessions already purchased, there will not be any refund as they are able to be used.

• Initial Complaint

  27/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cannot afford to pay outstanding fees and would like them to stop until I can afford them, Crunch will not work with me to stop charging and wants to continue to let charges build up so I will not be able to afford it at all. I would like to be able to cancel and avoid future charges from occuring.

  Business response

  12/05/2023

  Hello, 

  This membership has been cancelled and the balance has been voided. There is no refund applicable. 

  Thank you. 

• Initial Complaint

  14/11/2022

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  Tried cancelling an account over 400 days ago, employee failed to properly inform me of policy and told me it was cancelled while failing to put any information related to it into the system. Found out i was still being charged and called in and was told i have to physically come in to cancel. This other employee also failed to input any information regarding the call about the charges and cancelation. Went into cancel and was told i could talk to the manager about a refund but she also failed to input any information regarding a refund. So when the manager emailed me to inform me i have to come in to physically cancel even though it was 2 days passed it had already been done, no further information about being over charged was mentioned. When i pressed her about over charging me with 2 employees failing to do their job, she stated because they failed to input any information about it or even cancel my account allowing them to steal money from me the company wont do anything.

• Initial Complaint

  22/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had signed a personal training contract Agreement#********** with Crunch fitness, ****************************. Three of us approached the then fitness manager to inquire about the personal training plans and she gave us a package where all three of us could attend it for 2 days a week 1 hour/day under a 'particular' personal trainer. She suggested this package so that the amount would be divided among the 3 of us and specifically told us if any situation arises as per the contract conditions where one of you had to cancel, the rest of us could drop the contract as well. But, she said only one of us had to be on the contract, therefore I signed it on behalf of all three with that particular trainer as the service employee. Around 2 months in, we had to freeze the package for 6 months as 2 of us including myself were met with injuries. The package was supposed to restart from April 1st week. Unfortunately by this time, one of us had to go back to her country as her father passed away and won't be returning back to Canada. Therefore the remaining two of us could not afford the package any longer and contacted the gym. But by this time, the then fitness manager had resigned .So we contacted the owner via email and was told that we cannot cancel the agreement because the agreement was solely in my name. This was not what they had said before we signed the contract. Still we discussed further options and decided for a smaller package. We were asked to talk to our personal trainer to sort it out but when we contacted him, we learned that he was no longer working for them. After this, I contacted the owner and let her know that we would like to cancel the contract as we had agreed to this contract to get personal training solely from the service employee mentioned in the contract and I do not want to restart training with a new trainer I have sent several emails and handed over a written request for cancellation before April yet they took the money and never replied

  Business response

  10/05/2022

  Business Response /* (1000, 10, 2022/04/26) */ With respect to the Personal Training agreement that the complainant signed , it is with Crunch and not the trainer specifically. We are able and have offered to provide another trainer, so the contract is legitimate. As I have explained to complainant, the contract signed is for 24 biweekly payments, so far they have made 6 of those payments. The contract is still obligated. I have offered a compromise to reduce the contract by half - changing it to 30 minute sessions instead of 60 minutes, which would reduce the cost. I have also offered to reduce the obligation by half from 24 payments to 12. That is a very fair compromise that I am willing to honour as a courtesy because of the circumstances. I have frozen the payments until July 2, to allow some time for a decision to be made, however all contracts are with the company, not specifically with a single trainer. We have offered several solutions to assist this person, however the contract is legitimate.

*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. ↩