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Business Profile

Health Club

Crunch Fitness - Hamilton East Mountain

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:24/10/2022

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a membership to 5-Star fitness in late Dec. 2019 on a promotion for for $200 cash exclusively at the Gateway area location in Stoney Creek. When gyms were locked down due to the pandemic, I asked for a refund via email. I was told they could not refund me but, that my membership would be honoured once the lockdowns were lifted. In late July 2020, the club re-opened temporarily. I once again asked for a refund. They said they were not able to offer refunds but could freeze my membership until I was ready to return to the gym. I froze the membership until Feb. 2021.
    In Jan. 2021, I once again emailed to request a refund. Again, I was told no so, I once again put a freeze on my membership until Aug. 2021. I was told I was not allowed a refund because I paid a discounted rate.
    In Aug. 2021, I put another freeze on my membership until Jan. 2022 as I did not feel safe returning to the gym yet. Before Jan. 2022, Crunch fitness took over 5-Star. I was not given any notification in writing or by phone. I called the gym to ask if my membership was still valid, and they said yes. So, I froze my membership one more time until Sept. 2022.
    In September 2022, I intended on returning to the gym but, when I went by the location, I found out it had been closed. I was not given any notification in writing, by email or by phone of the closure. At that point, I called the Stone Church location asking for details and a refund and they told me that they would not issue me a refund. The general manager said that a paid in full membership is only valid for the calendar year.
    My original contract does not state that it was only valid for one calendar year, it states it is valid for 12 months. It does not state that I am not allowed a refund because it was purchased on a promotional discount. The origial aggreement was made for the Gateway location only and I now it is unavailable to me and so, the original agreement has not been honoured.

Crunch Fitness - Hamilton East Mountain is NOT a BBB Accredited Business.

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