Complaints

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 8, I purchased 12 prepaid personal training sessions with Crunch Fitness. The total cost was $912. On October 11, I decided to cancel these training sessions. Under the ************************** Contracts Act (********************************************************), gyms are required to provide a refund if the client cancels within 3 business days; thus, I post-marked a cancellation letter on October 11 (which was delivered on October 15). I've contacted the business twice (in-person on October 14, and via email on October 16). They're refusing to provide a refund. In addition, the contract I signed doesn't inform the consumer of their right to cancel within 3 business days. This is a violation of the ************************** Contracts Act.

  Business response

  10/28/2024

  ***** Yard purchased a non refundable Paid In Full personal training package. She can use her sessions as she pleases. She may change her trainer or gift her sessions away to another member if she is not interested in using them.  

  Customer response

  10/30/2024

   
  Complaint: 22461811
  
  I am rejecting this response because: The business stated that I purchased a "non refundable Paid In Full personal training package". This is illegal. According to ************************** Contracts Act (Ohio Revised Code (ORC) Section 1345.41 to ORC *******), business have to provide the consumer with 3 days to cancel. This applies to gym and personal training contracts. If the consumer cancels within those 3 days, the business is required to provide the consumer with a full refund. I post-marked a cancellation letter within the 3-day period. 

  You can read the ************************** Contracts Act here:   **************************************************************************************************************************************************************************************************.

  Sincerely,
  
  ***** Yard

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **Subject: Immediate Action Required: Unauthorized Charges and Misrepresentation of Membership Terms**$212.00** has been **unauthorizedly withdrawn** from my bank account despite my repeated efforts to sever all business relations with Crunch Fitness and cancel my membership with this establishment. It has come to my attention that the "month-to-month" membership, as advertised by crunch fitnrss, is a **misrepresentation** of the actual binding terms.Despite numerous attempts to resolve this matter through your prescribed online channels, I have received no response. Furthermore, the directive to visit the gym in person is **unreasonable** and **unfeasible**, given my relocation several hours away. It is pertinent to note that I have not utilized the gym facilities for several months, making these charges **fraudulent** and **unjustifiable**.Efforts to engage with your representatives of Crunch Fitness has been met with **obstruction** and **unprofessional conduct**, including but not limited to, the unavailability of managerial staff and discourteous interactions. This pattern of behavior suggests a deliberate attempt to thwart resolution and perpetuate unauthorized deductions from clients' accounts.

  Business response

  06/23/2024

  Hello, We have made several attempts to help ******************************* with his account here at ********************** ******. I sent an email on 5/25/24 asking ****************** to set up a phone call or meeting to discuss options for moving forward with account. ****************** did not respond to the email. All of our memberships are month to month contracts. Members have to come into the facility to sign on cancellation of their membership. We collected the $212.44 in past dues during out collections process on 6/14/24. Thank you, ***************************

  Customer response

  07/03/2024

  **Subject: Urgent Cancellation Request and Notice of Potential Legal Action**
  
  **Complaint: 21852637**
  
  Dear Crunch Fitness Of ******, ****,
  
  I am writing to you in my capacity as legal counsel for *******************************, regarding the above-referenced complaint. It has come to our attention that despite repeated attempts to resolve the matter amicably, there has been no satisfactory response from your side. The above mention of an email sent on June 25th, 2024 does not in anyway seek to remedy the problem communicated but look to collect more funds from ******************.
  
  ****************** has clearly communicated his intention to cancel his membership, which has remained unused since December 2023 after ****************** moved out of State. Under the **************************** Contracts Act (ORC *******)**, consumers are granted a right to cancel such contracts within a specified period. Although ********************** cancellation request surpasses this period, it is evident that he has made continuous efforts to notify your organization of his intent to cancel, which have been met with negligence and non-compliance on your part.
  
  Furthermore, your attempts to charge an inactive credit card are not only unethical but may also constitute a violation of consumer rights under Ohio law. As per the **Ohio Consumer Sales Practices Act**, consumers are protected against deceptive and unfair practices in consumer transactions.
  
  Please be advised that if the membership is not cancelled and all attempts to charge ********************** credit card are not ceased within the next 48 to 72 hours, we will have no choice but to take legal action. This will include, but not be limited to, reporting the continued charges as fraudulent to the financial institutions and seeking all available remedies under the law.
  
  We expect an immediate written confirmation of the cancellation of ********************** membership and cessation of all billing attempts to his credit card.
  
  Your prompt attention to this matter is not only expected but required.
  
  Sincerely,
  Legal counsel
  
  **Please note**: This letter serves as a formal notice and should be treated with urgency. Failure to comply with the aforementioned requests will result in immediate legal proceedings.
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Impossible to cancel membership -the Manager ******* is the only person that can cancel according to other staff at the Gym and ******* is NEVER at the gym. I have called and stopped in during various hours including the times I have been told ******* will be there and she is never there.

  Business response

  02/08/2024

  ********************** membership has been cancelled.  Per his signed agreement, there is a 30 day notice for cancellation so the charge he incurred is correct. He was billed his last payment on 1/26/24 and he will have access to the gym until 2/25/24.  Currently, our GM is the only person who can do a cancellation.  We are changing that process but it requires a system change that we are working on.  It was noted the customer did try to come by to see our GM, but did so outside the stated hours she would be there.

   

  Regardless, the membership is cancelled and he will incur no further fees.  A copy of his membership agreement is attached.

   

  Thank you!
  
  *********************************

  Senior GM

  Crunch

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up for a membership and when I did the person checking me out explained nothing and did not give me a date the annual fee would be deducted. I waited in line and got put to the side with this first interaction. Later, I had the annual fee bounce on my card because I did not know the date. I called and asked if there was a fee and the employee said no and just have it charged the next time I visit the gym. Then there was a fee and it bounced because I was under the impression that it would be the same amount. I then called and asked if they could run my card for the annual charge and remove the fee since I had a previous conversation with an employee who gave me the wrong information. Then they said a manager would call back in an hour. No one called so I called back and asked if they could cancel my membership. They said I would have to go into the gym. So I drove there and they immidiately had an attitude with me and treated me disrespectfully. I was told to sit down and they helped 50 other people and then I went back up to the register stating I need to cancel. They started the process and stopped to ring out another person for a candy bar. And I pointed out that I was in line first and wanted my transaction completed. I then got told that they couldn't even cancel my membership because there was no manager on duty. So I had this take up 2 hours of my vacation day and didn't have anything done, got treated disrespectfully and then have it ruin my day off. I worked in customer service for 10+ years and would have never treated someone so unprofessionally. It discouraged me to even use their gym and I will never go back there. On top of that they never keep their sprayers out and prioritize their "regulars" who they like and treat everyone else like garbage. Their equiptment is not safe and the cables stick and click. Worst customer service I have ever gotten! Date 11/24/2023 Customer Service Rep: *******

  Customer response

  11/28/2023

  [BBB Transcription via Email]

  This is a follow up email to a complaint I filed  ID ********.
  
  The following day I called, explained the situation and ********* the manager on duty was able to resolve the issue. I just wanted my account cancelled and she was able to successfully do so. No further action required. All I needed was the cancelation. Thank you for your time.
  
  ***** *****

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 1/27/22 I signed a one year contract with crunch fitness that was set to end on 1/27/23. See attached picture. My wife and I were set to move to Kalamazoo Michigan, so I went to cancel my membership. I saw on my app that the end date of my membership was fast approaching so I just decided I would let it run out and that would be the end of it. Well Crunch continued to bill me after 1/27/23 just as before and they hit me with another annual fee. I began reaching out to them as to why they were still billing me. I called the store and they said I had to wait for a manager who never came. Then I started emailing customer support who would continually respond “we are currently looking into the matter”, but there would be no resolution and they continued to bill me. I finally got ahold of a manager after months of this going on, and they informed me that my membership was auto-renewing even though that was not stated anywhere. Supposedly it is in the membership agreement which I do not have, and when they sent me a link to prove it, the link to the membership agreement does not work and is unavailable to view. They are demanding payment for the annual fee and all the months since 1/27/23 even though I haven’t used the gym since 2022. Supposedly I have to return to Toledo to cancel my membership, or send them a certified letter of cancellation, but they have yet to tell me what makes the letter certified. They are continuing to bill me. I paid the money to get them off my back, and am awaiting emails from them for info concerning this cancellation letter. This has all turned into a huge mess. When someone sees an and end date printed on a contract they do not assume it is going to auto renew. Auto renewal is just a shady way to get more money out of people. A decent company would honor this and at least drop these charges. They have refused to do so. I’d love a refund, but at this point I just want to be done with them so they will stop billing me. Thanks

• Initial Complaint

  05/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Keep trying to cancel the membership. They say they can't cancel because there is not a manager on duty. The problem is the manager never comes in. They are scamming people not letting them cancel their membership.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I pay $50 yearly for maintenance fees for broken equipment to be fixed. It has been since before Christmas that most of the stairclimbers have been broken as well as treadmills. I have asked to speak with the management and owners regarding this and I have not been contacted. The staff cannot provide dates when this can be resolved. I think at minimum I should be credited for the yearly maintenance fees. Aside from that, the gym is filthy. I plan to leave when I find another gym but I still am in a contract for my son until April. I want to be credited for maintenance fees for both accounts or get the equipment working.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Went to crunch fitness early In the morning to workout. Was on the bench press machine with 45s on each side. Got finished with my set. Wiped down the machine was walking back and a man whom I later found out was the owner start cussing at me to rack my weights(wasn't away from the bench more than 15 seconds) I advised him how this was very unprofessional in which he replied to get out of his face. I advised him I felt harassed and was going to cancel my member ship. At hearing I was going to cancel my membership he stood up and followed me screaming at me about how I was banned and never to come back. All this because I left a 45 pound plate on the bar too long for his liking. Crazy

*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. ↩