Complaints

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I registered in this gym 06/09. My 1st week I had services that I did not agree with nor received charged to my credit card on a day I was not even at the gym. $10 for a "kick off" that I was clear with Yaz I did not want it. In the attempts to have this resolved, they do not answer emails nor phones. When attempting to resolve in person, their young associates are disrespectful laughing about having your information on file including bank account to charge you. They tell you that the refund is sent, yet never credited to my account. Next attempt to resolve in person, their training manager became aggressive with me reason for me to not want to come back as I feel threatened. When wanting to cancel my membership due to aggression and disrespect from their employees, they make it almost impossible. It has to be in person, I tried to cancel from ***** location, the gentleman just repeated 5 times that they have a 90 days commitment. Not to mention that their online advertisement "month a month not commitment" is false and misleading. He ended up electronically signing a document on my behalf 1 minute after I walked out the club in *****, that I only know as per an email came to me with suposly my electric signature. Upon my return to ************* location to stop my membership immediately due to the disrespect and aggression I received from their employees, manager ********************* said he canceled with the 7 day cancelation disatisfaction policy no more charges to come gave me a paper said $0 balance 07/03. Here I am with 2 more unauthorized charges on my credit card from Crunch 07/09 $24, and today 07/11 a pending transaction for $101 that does not even match any membership amount. Do I have to close my credit card to stop this people? Please owners from this location take some source of responsibility for your aggressive manager and untrained young employees and refund me my money.

  Business response

  09/24/2024

  The situation with the $10 kickoff had been resolved and a refund request was submitted for this the member would have to check the card she put on file to see if the refund came through, the situation with cancellation was that the member had joined in June of ************************************************** July, all the terms and conditions of the membership are listed in the membership agreement which they have to agree to before completing the membership online and it is sent to them after the finish signing up, they then have 3 days to cancel the membership before the contact begins and cancel the membership completely. After the first 3 days they must complete the full 90 day commitment which includes 3 monthly fee payments and 1 annual maintenance fee, if the first 3 days have passed the member must pay the total balance of the *************************************************************** person at the club before the 3 monthly fee is billed. since the member was passed the first 3 days and signed the membership agreement the normal cancellation policy must bee followed in any situation as the agreed to it and had time to review the full terms and conditions and decide if the want to continue the membership or cancel before the contract began after 3 days of enrollment.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered the gym on August 28 to take a class that I signed up for. Was stopped by the receptionist in front of several guests that I have a balance. I was put on spot in front of about 20 people. Which was a completely rude and embarrassing situation. I expressed that to the General Manager and he stated " they're young they don't know proper protocol, something to that effect " But considering I know the amount of my membership I always keep that amount on my card that's on file. To my surprise they added an annual fee without warning. This entire transaction was made in front of guests. I requested to speak to a Manager and *************************** their GM came to speak with me. I told him on spot to cancel my membership as well as the receptionist. Because I didn't like my treatment and felt uncomfortable with the receptionist actions. With that being said, crunch fitness month after month attempted to access my banking account. I sent emails to their accounts department explaining to them that I canceled back in August as well. So to add insult to injury Crunch fitness has placed a collection on my credit report and I requested multiple times to cancel. This **** on my credit is unjust and needs to be removed as soon as possible. I told them back in October that I was going to contact BBB and the communications stopped so I assumed that it was resolved.

  Business response

  05/01/2024

  Hello ********, we are sorry to hear about your situation. The reason why your membership was not canceled was due to the 90-day agreement in your account. When enrolling your membership, regardless if it was in person or online you were given information about the annual fee and your 90-day contract. You were emailed with this information as well, we can happily resend this agreement if needed. I understand about the situation with our front desk staff and sincerely apologize if you felt mistreated and embarrassed, as for your account we also needed you to sign in person a cancelation form to fully process the cancelation and cancelations take 30 days for it to cancel. You can contact us at ************ if any questions or concerns arise.

  Customer response

  05/02/2024

   
  Complaint: 21548206
  
  I am rejecting this response because:
  

  Consumer

  Most Recent Message

  Date Sent: 5/1/2024 12:23:28 PM
  No contract was ever sent to me in regards but Crunch Fitness tried to start a new one without my permission when I canceled in store. And the ** made mention of it in his text. I've attached screenshots of the new agreement that they created. Nothing in the Said contract made mention of anything they mentioned. I'm not a ****** but a tanning agreement was sent. I've spoke to agents, ** and sent emails in regards but no one made mention of a signature was needed in any of the communications until now.

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

  Business response

  05/07/2024

  Hello ********. We can happily send you the agreement when you first signed up. Now regarding to your second agreement; there is no other agreement signed here, what you were signing was most likely a cancelation form. The ** was asking to see if you had an extra account but did not state you had one. The agreement sent to you is for everything in the gym, tanning is there for everyone with a Peak Results membership and is sent regardless. As for the cancelation you need to sign a form stating you're wanting to cancel, a verbal response does not work for cancelations. We will need to send a form to corporate office for them to acknowledge your request for cancel hence you will need to sign it. I resent your agreement to your email **********************************. If you read through you will see exactly where it says for cancelations needing to be a 30-day notice as well as needing to be in person. As well as stating your membership is a 90 agreement. Please do not hesitate to contact us and we can help resolve this situation. ************** is our contact, please ask for a manager.

  Customer response

  05/08/2024

   
  Complaint: 21548206
  
  I am rejecting this response because:

  Nothing that was sent to me states anything that they are referring to. I read and reread the exact same document that they keep sending. If this was indeed the process why wasn't it verbally communicated with me through the ** when I was in the club. I verbally spoke it and he assured me that he handled it.I didnt know your company's protocol for handling this manner. When i was confronted by the clerk in front of all patrons she didn't mention it either. Baffled that this is a back and forward line of communication clearly showing the manner of professionalism that their club has when dealing with these types of issues. 
  
  Sincerely,
  
  *********************************

  Customer response

  05/09/2024

  If it is as easy to cancel why are they constantly sending me a contract copy that doesn't state anything that she is referring to. Send me a cancelation letter via email. I'm not asking for much and I requested it at the beginning of 2024 from their GM.

*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. ↩