Complaints

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed my son up for a personal trainer at crunch back in December 2023. The manager there stated to me the membership is month to month and can cancel anytime. I did that and 2 days later they charged my credit card again ,then they told me there is a 30 day cancellation policy. I would like a refund on the last payment, I have talked to management and the regional manager with no success, can you help thanks.

  Business response

  02/09/2024

  It clearly states in our contract that our cancellation policy requires a written 30 day notice to cancel.  When signing this contract for personal training, consumer signed stating that they understood our cancellation policies and agreed to abide by them.  Unfortunately, because of this policy, we will be unable to refund his last payment.  Thank you.

  Customer response

  02/09/2024

   
  Complaint: 21260667
  
  I am rejecting this response because: I never signed a contract,this was a black Friday offer, I was told it would be month to month,as long as I cancelled by the 27 th of the month they would cancel my son's membership. After I cancelled my membership by the allotted time,they charged my credit card again. All I would like is a refund on the last payment. Thank you .
  
  Sincerely,
  
  Stephen Wallett

  Business response

  02/20/2024

  I have attached a copy of the contract that was signed at the time that Eli was signed up.  As you will note, each page is initialed and the contract is signed.

  We stand by our cancellation policy and there will be no refund due to the 30 day written notice of cancellation requirement.

  Customer response

  02/20/2024

   
  Complaint: 21260667
  
  I am rejecting this response because: Did anyone look at the date that was from last May. l feel like I am getting taken because I never signed anything in December when I set this up. It was a black Friday sale according to the gym and I can cancel at anytime. I did cancel my membership and  3 days later they charged my card which I do not think is very good business practice. All I am looking for is a refund on that last charge.. They charged my card a total of 3 times I am fine with the first 2!but getting charged again after I cancelled the membership is wrong........
  
  Sincerely,
  
  Stephen Wallett

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a member in good standing at Crunch Fitness in Mount Pleasant,SC since 2020. Since then there has been a very high turnover of staff including management. Around December 2022 yet another new manager and front desk staff started and it has been nonstop drama for me and my daughter ( a minor) ever since. At one point a teenage staffer took it upon himself to invade my financial privacy ( I had thought only upper mgmt had access to) and to send half nude pics of himself in the cycle room to my daughter. I addressed both issues with management and both were ignored.....or so I thought. In July 2023 I received an email from someone at the corporate level informing me i had been banned from using the gym due to "sending innapropriate pictures of T#$%" and for " being aggressive towards my daughter". I was NEVER given any evidence to support those claims. On July 18,2023 my daughter and I had an arguement in the parking lot which resulted in my taking her by the wrist and ushering her into the car. As her parent,this is my legal right and should have no bearing on my membership. I was told members complained about me however, I was NEVER given any evidence to support this and, I only do group fitness classes. The head of group fitness as well as the fitness instructors do NOT support those allegations. Since I do not use the equipment at all nor the cycle room, where are these so called complaints coming from????? In short, I want my membership restored and

  Business response

  08/23/2023

  Please refer to my email to this member concerning her behavior in our gym and the uncomfortable position she has put not only our management team in but also our group ex instructors, participants and other members.  I believe the email is self-explanatory to the extent that we will not rehash this management decision with the BBB on her behalf.  We will ALWAYS err on the side of caution and safety for our members and staff regardless of whether a member believes they have been wronged in the process.  This situation has involved far too many people at this point as well as occupied far too much time.  Sharing shirtless pictures of minors from one adult to another, being disrespectful to other minors in our facility about the clothes they are wearing, etc. or physically grabbing or talking disrespectfully to another member, whether she is your child or not, will not be tolerated in our gym.  

  This matter has been handled by Crunch and while there are far more concerning issues regarding this situation, for the sake of this consumer's privacy, we will refrain from getting into it here.

  She will remain banned from our facilities for the reasons stated in the email she has attached.

  Thank you.

  Customer response

  08/23/2023

  I am reject*** this response because: Not one member of the group exercise staff has complained to you, that is a blatent lie. I will be sure to share this via text with them.

  There is zero evidence to support your accusations of talk*** to minors about their clothes or otherwise.

  My daughter and her boyfriend have recanted any lies , which I can prove.

  Dara K*** overstepped her boundaries as gym mgr. Her role is not to invade members privacy nor play "mommy" to her underage staffers. She is NOT the Crunch psychologist, she is a mgr with no experience. 

  The boy in question posted half nude pics of himself (taken at Crunch)) on social media. These can be subpeonad. This young man is 18 and an employee of Crunch. It is very unprofessional for this employee to be send*** those pictures to an underage girl. FYI: my attorney agrees. 

  There is zero evidence to support any type of abuse or otherwise. 

  Sincerely,
  Jacqueline *****

  Customer response

  08/24/2023

  I have repeatedly asked for documentation from them regarding their allegations and they cannot provide any. In America I am guaranteed freedom of speech and as a paying member have the right to express my concerns to management. In addition, the general manager has overstepped her boundaries by invading members personal space and blatently lying about them. I want all management staff to stay away from my teen daughter. This includes text,phone calls, social media etc.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up for a six-month personal training contract with Crunch Fitness in January of 2023. I am reaching out to the Better Business Bureau now due to complaints I have had with the company that have been disregarded by the manager and regional manager. I have reached out several times about how I am not receiving what I am paying for. For instance, they keep switching trainers on me so consistency is not being met. Also, I signed up for 3 days a week training classes; however, my personal trainer limited me to just Saturdays and Sundays only at noon. (He said no other times work and I work nights every other weekend.) Finally, this last month June 2023, I haven’t seen my trainer at the gym. I finally reached out if he still is employed with Crunch Fitness in which they said he is not. I was charged however the full amount even though I do not have a trainer. I was never contacted to get a new trainer either. I have contacted both manager and regional manager about my concerns in which these have been disregarded. I would no longer like to be a part of this agreement and would like to be reimbursed since this issue has been going on the entirety of my contract.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am reporting a potential ***** For one week I was in the area of Crunch Fitness' Mount Pleasant, South Carolina location. During that week I was offered a free two weeks with the gym and I was told I could cancel the membership when I left. Upon leaving I attempted to cancel my membership online, through emails, calling their support centers, etc. however they claim to not accept cancellations besides if you go in person, or send them a letter through the postal service. It is clear to me that Crunch Fitness is using their free membership as a bait and then they keep you on the hook by making it as hard as possible to cancel their membership. It got to a point where I had to cancel my debit card in order to avoid further charges (I was charged over $100). Since I cancelled that card, I have received several legal looking emails about some overdue balance. I was charged $100+ and am still being harassed for more money for a service I did not use or intend to use. I recently called their assistant manager, and was told that the main manager would contact me soon, which he has not. I am requesting for Crunch Fitness to immediately terminate any accounts they may have with my information, and to drop any outstanding charges on said account(s).

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/06/07) */ Mr. ****** himself signed up for a membership online in December of 2021, not in person, which would which is a direct contradiction of his alleged "2 week free membership". We've never offered a 2 week free trial, plus he signed up online and paid for a membership, which negates his claims. He sent an email January 18th, 2022, the Fitness Director (not to Member Services), stating "Hi ****, I need my member login info changed. When I try to log in it says account not found and When I try to change password with my email it says talk to your club to change info. Let me know if you can help, and the member is **** ******. Also I will not be in SC for a couple months so i'd like to suspend my membership for now and hopefully get refunded for the 25 dollar charge on my card. Thanks!" Our Fitness Director forwarded this email to the GM at the time, and there is no evidence in our system that the GM responded. That position as in transition with our GM leaving his employment. Mr. ****** called the gym on May 31st, 2022, as per the notes on his account that states "member called asking for ****, I tried to help him out. he said he's been trying to cancel for months but he was emailing the Fitness Director email that's why he was never cancelled. He goes to college in CO, but is in NY for the time being so he can't come in. He wants to cancel and get his money reimbursed. I said that I don't deal w the financial aspect but I will let **** know." Our Member Services rep informed **** ****** via the phone call that he could cancel his membership via in club, or with a certified letter by mail, but that he has a past due balance that needs to be paid before we can cancel his account. There are no emails to the Fitness Director regarding a request for cancellation, only the email referenced earlier. It is stated in the contract, which he read/signed online when he signed up, our cancellation policy. Nowhere in his signed and paid for contract does it state a 2 week free trial. As our contract states, if your account is not in good standing, it has to be brought up to date before we are able to cancel. Mr. ****** signed and agreed to these contractual obligations when he signed up online for his membership. We have honored our side of the contract and will be glad to cancel this membership when he brings his account back into good standing. Thank you. Consumer Response /* (3000, 7, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I may have been wrong if it was specifically a two week free trial, I am however absolutely certain that I signed up in person, on one of the company I-pad devices, for a free trial which would transfer to a normal account at expiration. It was not made clear to me that the company would require an in person cancellation, or a letter through the postal service to simply cancel a membership. I also understand that the fitness director forwarded my message to the general manager, with "no evidence in our system that the GM responded." Both the fitness director and the General Manager simply chose to not give any response to my plead for help. Because of this lack of care and respect, I was charged 100's of dollars (which I have receipts for), for a service I did not want. I am kindly asking the company to please fix their mistake of neglecting a loyal costumer by terminating my account and waiving any fees associated. I'm not a lawyer and I'm not trying to insult anyone, I'm simply a broke college student tired of losing money to a service I never used other than the first 1-2 weeks, as I was out of state. Please help me. Business Response /* (4000, 11, 2022/06/16) */ Consumer came into the club on 6/14/22 and paid his outstanding balance and cancelled his membership. He has fulfilled his contractual obligations to us and his account has been closed.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was paying $720/ month for personal training. I moved across the country at the beginning of February. My trainer knew I was moving, **** ****** the General Manager knew I was moving and obviously was not going to continue he said the last payment would occur in March. Now in May, I was charged again. Upon reminding **** and explaining this in an email to the Fitness Director ******* ****** that I have moved out of state and should not have been charged, she has stated that there is nothing they can do and is claiming I never canceled. There is obviously something they can do and that is to do the right thing and refund the money for a service that has not and can not be used (no ********* I'm not interested in virtual classes with someone who stole my money).

  Business response

  06/23/2022

  Business Response /* (1000, 8, 2022/05/19) */ As per the consumer's contractual obligations, a cancellation in writing must be made in order for us to cancel her contract. We never received anything from her about cancelling her contract due to her moving. As a good faith gesture, we did cancel her contract to prevent in future billing but we will not waive any fees incurred because she did not follow proper cancellation procedures. She will incur no further changes but the charges left on the account need to be taken care of. Consumer Response /* (3000, 10, 2022/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. You say memberships must be cancelled in writing yet you say you've gone ahead and cancelled it even though you've received no request in writing, so clearly they can. 2. Perhaps you didn't read the initial complaint. I spoke to **** ******* the General Manger, before I moved, and told him I would like to cancel. He said no problem, your last charge will be in March. I wasn't charged in April but in May you decide to start charging me again. I called the gym immediately to explain the mistake you made. 3. Good faith would in fact be honoring what your GENERAL MANAGER told me when it is clear I had no intent of keeping this beyond the date I moved 2500 miles from your gym. You are awful human beings for trying to take advantage of people like this. The only acceptable action would be to clear my account. Business Response /* (4000, 12, 2022/05/24) */ 1. As stated to consumer, agreements can only be cancelled in writing. As a sign of good faith, we took her emails requesting a refund to also be a request for cancellation, and while she did not use the necessary verbiage to cancel, we decided to cancel her PT program for her to prevent further issues. 2. She is correct that she spoke to Mr. ****** before she moved in December 2021, and it was agreed to freeze her PT program for 60 days because she was told that she cannot cancel while still in contract unless she provides proof of relocation.. She was informed that she would still be responsible for the remaining payments as she was still in the initial term of her contract unless she was able to provide proof of relocation. She did not provide proof of relocation or request to cancel until she was charged this month. We have operated in good faith with this consumer and she did not follow through her contractual obligations for cancellation. Consumer Response /* (4200, 14, 2022/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the first time I am hearing of needing to provide proof of relocation. Had that been requested, I would have happily and easily obliged. I have forwarded our residential lease agreement dating back to February. I trust that if you are truly acting in good faith, this will now suffice to clear our account.

*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. ↩