Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have requested to cancel my gym membership since August of this year, yet they still charge me monthly. I have called, sent an email, and went in person to cancel. This is illegal according to the ***

  Business response

  01/24/2025

  Good Afternoon,

  Management Response:

  ******* ******** cancelled his membership via SMG (our online member services portal) on September 18, 2024. 
  In accordance with his agreement and our 30 day cancellation policy, his final bill for his membership dues was on 10/15/2024 in the amount of $27.61.
  No other charges have been charged after October. 

  Thank you,

  Customer response

  01/27/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ********
  
  
  
   
  
  

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to crunch fitness south located at ************************************************************************************************. I have been trying to cancel my membership for months. I have a recent medical condition. I went there twice and was told it was cancelled by the managers working that day. I was still being charged. A family member still goes there and she is friends with the owner ***** and was friends with ******* ******* whose uncle is also an owner. ******* told my family member, no problem its cancelled, yet I am still being charged, two months later. So they owe me $98.02. I also found out peak membership (which I have) is supposed to be $46.98, yet I was being charged $49.01 which I recheck a week ago. So not only do they not let you cancel your membership when you cancel it and they fight with your bank to **** every ***** out of you, they have been overcharging and cheating me for a year. I want to stop being harassed by them and to get my 2 months back after I cancelled that they got from my bank, I would also appreciate that they dont cheat me. They already overcharged me for a year! This is a problem with everyone who tries to cancel at crunch whether it be a membership or training, people are charged months and months after they cancel. Even Planet Fitness cancels you day of with no problems or questions. Im so disgusted especially being sick dealing with this having to run there, have family go, call my bank, write them emailsnever again with crunch. I do not recommend this business and the scams they play

  Business response

  10/24/2024

  Good Afternoon,

  Management Response:

  ******** Acres cancelled on August 6th. Following our 30 day cancellation policy she was billed one more time Sept. 6th.
  ******* did a chargeback for that invoice. $49.01
  We billed her again, due to the chargeback on Sept. 26th. 
  ******** did another chargeback for that invoice.
  She received both payments back as a result of the chargebacks.
  No refund should be issued because she received all paid invoices. 
  She has been officially canceled on *** as of August 5, 2024.

  Thank you,

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a member of the Crunch Staten Island, ************ road. I joined for maybe a month and had to move out of state with short notice. I went in to cancel my membership and explained my situation, also that I was having issues with my personal banking information and that Ive had to close most of my accounts because Im not sure how someone else was using my card information. I did this before my my account was due; however, they told me I was one day late and I still needed to pay the membership dues. I told them I didnt have anything to pay them with. I have a picture of the request to cancel; however not they are threatening to send my account to collections and I am still being charged as a member

  Business response

  08/10/2023

  Good Afternoon,

  We've communicated via phone with *************************** and she sent me a copy of her cancellation. She came in on the 28th of June to cancel. Her billing date is the 28th of each month. She also had an annual fee which was due on the 27th of June and she refused to pay. She was advised per her agreement in order to cancel she has to give us (Crunch) a 30 day notice, meaning that she was responsible for only one more monthly fee,  which she refused. She was also advised that in order for the cancellation to be  processed her account needed to be at $0 balance.
  
  Attached is a copy of her cancellation request  

  Customer response

  08/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I spoke to the workers at the desk and over the phone and explained that my accounts were on hold because of issues I was having with my bank accounts and that someone had hacked into my personal account and was using my cards; therefore leading to me closing these accounts and that they would be unable to charge my cards. I gave all this explanation over the phone and at the desk, so as a business, you guys should have at leas put a hold on the account rather than having it constantly being billed  and having collectors calling me. You guys were calling me everyday after I explained a situation to you.  How was I to pay? If I told you my cards were closed while we figured out where the breech was? So of course I wasnt going to pay because I told you guys and still kept billing  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/28/2023

  Good Afternoon,

  As stated prior on 6/28/23 *************************** came to the club to cancel and was told as per her agreement she has to give a thirty day notice. We understood that ******************* was having issues with her credit card and couldn't pay the 30 day notice at that time,
   of cancelation. However, ******************* is still responsible for any payments that fall within her thirty day notice period. Payments were due on 6/27/23 and 6/28/23 ******************* came into the gym to cancel on the 28th, meaning that she was still responsible for any payments due within those 30 days and that is clearly indicated in her cancelation form as well as her membership agreement. In a good faith all other fees will be waived if ******************* pays the balance which was due at the time of cancellation ($111.20). Also she will not be sent to collections. 

  Thank you,

*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. ↩