Complaints

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.

• Initial Complaint

  Date:09/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 cancelled my gym membership at Crunch Fitness, Mississauga. I got the final cancellation for confirming my membership is cancelled. Now I get an email saying that their manager, Alan, is saying that I am enrolled in "training classes." I took 8 training classes a long time ago. I am not enrolled anymore. Their employee, Matthew, confirmed that I am not enrolled in any recurring program. I have neither received any email from them about this. ****** ******* ** **** ** *** **** ********* ***** ***** I have personally heard of four people who went through a similar problem. ** **** ****** ** **** ******* ***** ** ** * ******* *** *** **** 
  They do not have any pending payments on my behalf. *** ********* * ******** **** **** ******* *****  
  Just to recap:
  1) I do not have any pending payments from my previously taken training program. Documents and bank record show that.
  2) Matthew confirmed that I am not enrolled in any recurring plan and my training ends the day I take my last session/make my last payment.
  3) I cancelled my membership and the system showed I have no pending payments. I saw it on the screen myself.
  4) Now I am getting email saying I am enrolled in a training program.
  
  Since I already have the document stating my cancelled membership and also that all my previous payments are made, *** ***** ********* ************* ** ***** ** *** *** ***** ***** ***********

• Initial Complaint

  Date:23/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Details :
  Date of transaction : 19th 2022
  Amount of money : $203.40 ******* money taken out without agreement and consent
  Agreement states 7 payments, and Crunch took 8 payments
  The employee **** ***** is not responding to emails, and not trying to solve the issue professionally. Keep saying the refunds are in process but there is no evidence to that. Looks like a **** business, who takes money ********* against the contract and then do not refund back. This is the 7th month and no action has been taken to process this refund
  I can share the agreement copy here

  Business Response

  Date: 23/06/2023

  Dear customer,

  Thank you for your concern, please note that all parties have been notified and are looking into this request. 

  Thank you for your patience :)

  Customer Answer

  Date: 23/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  1. No contact for the 1st 6 months via email channel

  2. When asked to copy in the email, they took 1 month and still I followed up to copy me in the email

  3. Once they send the email, they stopped replying to me

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

  Business Response

  Date: 30/06/2023

  Good day,

  Please note that this issue has been resolved and the member has received a refund.

  Thank you

• Initial Complaint

  Date:29/05/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Unwarranted emails without even subscribing or providing them with my email address. these emails should not be coming to my inbox a year after i unsubscribed from the same email chain i havent even visited there sites.

  Business Response

  Date: 07/06/2023

  Dear ****,

  Please note that your email has been removed from our distribution list.

  Thank you

  Customer Answer

  Date: 07/06/2023

  
  
  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. however i would like to know how they got my email in the first place as i have not ever been in there place of buisness nor did i ever provide them with my email
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:22/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 cancelled my gym membership in August 2020 by phone and even sent an email a few days later to reiterate that a customer service agent cancelled my account and I should no longer be charged.Even though I cancelled my membership in August 2020, I was still being charged monthly until I stopped payments through my bank in May 2022.I reached out to Crunch's head office multiple times this year and explained the issue and asked for a refund. Head office finally replied in September and asked for proof of my cancellation so that they can offer me a full refund, however, once I sent the proof they never got back to me until today.Since corporate does not have a number, I contacted my local Crunch location and discussed my issue with the manager.I never heard from them until I finally got in contact a few weeks ago.Aside from acting as an intermediary between corporate and me, the manager was able to do nothing except pass messages along. I even told the manager how the employees told me that many clients complained of the same issue since cancellations were not processed.Even though this is an issue many seem to face,Crunch does absolutely NOTHING to professionally resolve the issue and refund the appropriate amount they ***** from people. I finally heard from the manager today and they passed on a message to me from corporate stating that they could only refund me $67.44.Crunch has charged me $478.32 in the past 2 years even though I have not stepped foot in the gym since then.Even though I sent proof of my cancellation and the contract I signed which states a membership can be cancelled anytime,"if the services of the Gym cease to be offered as stated in the Contract.”Therefore, I had the right to cancel my membership in August 2020 as the Gym was not offering its services from March-August 2020. I had every right to cancel my account and gain my full refund yet corporate did not rebuttal my proof and thought I would happily accept not even a quarter of my money back.

  Business Response

  Date: 17/01/2023

  Upon further review of the members contract we deduced that they signed up for a one year term with 12 obligated payments.  A refund was issued for any and all payments received after the contract was completed.

  Thank you