Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a Crunch membership subscription in October of 2023 for a year - I tried cancelling in person near the end of 2023 but was refused, they told me I had to contact a different office. I then tried cancelling in October of this year by phone - they again said there was a different number but didn't when I tried calling the number they gave me, no one picked up. I tried emailing only to never get a response, now they are spamming me because I refuse to pay after I have tried in ******* to cancel. I am currently out of the country and cannot use my old cell phone number but I still see their payment requests.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my membership with Crunch in person shortly before I moved out of town. Following the cancelation fee, I was charged dues for the month of September. I called their front desk to make an inquiry, and they said it was standard practice to charge for another month after canceling. Fine, whatever. This month, Crunch charged me again for another month of membership, and I disputed the transaction through my bank. I am continuing to receive automated calls and emails stating that I owe fees, which is patently untrue due to NOT BEING A MEMBER ANYMORE.A cursory glance at the experiences of other Crunch Fitness customers on ******************** illustrates that this is not an isolated occurrence.

  Business response

  11/04/2024

  Per member request we are cancelling the account and removing the past due payment outside of his 30 day cancellation notice.

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I moved across the country and forgot to cancel my membership. Between Februrary and now, I have attempted to contact the business 5 separate times (via email and phone call) to cancel my husbands and my membership. They wont answer or get back to me. So we filed a stop charge with our bank. Now theyre emailing me telling me if I dont pay for 3 consecutive months, itll be turned over to a collection agency. I emailed in response explaining that I have been trying to cancel. Today I got an email asking me how my recent visit was on 4/11/24. I live in ***********, the gym is in *********. I think they scanned in my membership to make it look like Im using their service. Which I have not used since at least December. It shouldnt be this hard to cancel a membership. Also, when I try to log in to my account, it says no account associated with that email. Yet theyre emailing me at that same email requesting I pay them.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had a terrible experience dealing with the staff and their billing system in relation to my Gym membership at Madison *********************** I had to call 3 times in order to get my card appropriately updated on my membership. I kept getting text messages about a late payment on my account after I had called to resolve the issue. Subsequently I talked with one of your assistant managers (******) about getting the late fees on my account waived. After having to follow up with ****** 5 times. ****** advised me that the fees would be waived and not to worry. I was charged a late fee on 02/28/2024. I reached out to the club again today to find out why I was still charged a late fee. I was advised by the general manager (****) that you don't waive late fees for lost cards. I find it unacceptable the staff is not able to handle simple billing matters effectively (updating my payment method). In addition, I find it to be unacceptable that I was provided with inaccurate and inconsistent information.I went in to cancel my membership on 03/01 and was advised it was in the proccess of being cancelled. today I called in again to confirm and was advised that I need to come into the club again. I would like the business to 1.honor their promise to waive my late fees and 2. ensure my account is canceled and advise clearly on when my las payment will be

  Business response

  03/15/2024

  ******* was explained to by me multiple times we do not waive late fees for problems with their card.  He cussed out multiple different employees and even was instructed to reach out to my area manager about our company not waiving those fees. He never reached out to upper management and his membership was already cancelled with out him having to come in to the club again. It is in the membership agreement that he signed our policy about late fees and his membership is already full terminated.

  Customer response

  03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Unfortunately the information provided by crunch is is inaccurate. I did not 'cuss out'  any  employees at crunch fitness.  If we are speaking in facts I reached out to crunch  at least 5 times to update my credit card on file. Even after these attempts to update my card  I kept getting text messages about a past due balance. during one of these interactions I talked to someone who identified themselves as the assistant manager ******. He promised that my late fees would be waived. I was only informed that the fees would not be waived after they were already charged to my card. This was on 03/01/2024  when I spoke to someone who identified themselves as the general manager who informed my that the fees would not be waived and to reach out to upper management.  I have attached my correspondence to crunch upper management for your reference. I have yet to receive a response.

  
  Regards,
  
  ***************************

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  - Trying to cancel my gym membership since late December (2023). - Sent numerous emails without responses **************************************** stating I need to cancel. - PDF of contract/agreement would not open in my account. However, found in email. The version I have does not state how to cancel. On the Crunch Fitness web site, many locations allow you to call or enter a form online to cancel. I knew 30 days notice at least.- Called and spoke to different staff. Told different answers about how to cancel. Also said they would have the manager call me (he was busy). This occurred on 2/16 and 3/1. No call or email back. Given General Manager's email so I also sent him a message on 3/1. - Prior to that, spoke to assistant manager (******) on 2/5 or 2/6. He said he needed to look into helping me get my membership cancelled. He gave me his email address so I sent him an email immediately after our call so there was record. He responded that I had charges due on my account so he needed to speak to the General Manager. No follow-up after that, even after I sent another email 1-2 weeks later. - Staff on the phone later said I could write a letter with signature to cancel. This was dropped off at the gym on 2/26. No call or email back from management all week. - My account is still active and there is actually someone using it! There are almost daily check-ins. Confirmed with staff this was happening. Told that manager would contact me (did not happen). - I am continuing to receive automated calls, text messages and emails about missing payments for the past 2 months. I initiated cancellation in December so with 30 days notice, I should not have been charged in January. I owe $78.28 including late fees. My account still says "active." It is not cancelled. - There are other ****** reviews in the past 1-2 months that report the same issue about difficulties cancelling their membership and still being charged.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I canceled my membership in person at Crunch Fitness on 10/22/23. I was told the manager would be in the following day to formally cancel the membership. That I would be charged my final charge on 10/28/23. I was charged a membership fee on 11/28/23. I called immediately to correct their charge and make sure my membership was cancelled. I spoke with **** (the manager) who confirmed cancellation and submitted a request to refund my wrongly charged membership fee. I had not received the membership refund in 14 days, so I called back and spoke with **** again and he resubmitted the refund request. I have called three times since, left messages and still have no response and no refund.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have asked to cancel over the phone, I have gone in person and filled out a form for cancellation request on 10/30 and I still haven't had my membership cancelled and continue to be charged. My fiance and I *************************** *************) have both tried to cancel our membership and now I've called the location which is not close to my house at all and they picked up and hung up the phone twice without answering or greeting me. Just cancel my membership this is horrible customer service and a way to continue to charge people who are trying to move on from the gym.

*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. ↩