Health Club
Chuze FitnessHeadquarters
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Complaints
This profile includes complaints for Chuze Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 86 total complaints in the last 3 years.
- 25 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/20/2024
Type:Service or Repair IssuesStatus: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.
Me and my husband were members of Chuze fitness. We had encountered two different terrible experiences while attending the gym. The first was about a week after attending the gym we tried to purchase a smoothie after our workout and waited patiently for about 25 minutes while two staff members were just small talking amongst themselves. I then asked if there was a Jamba juice nearby because I could not wait any longer. Instead of helping us the employee said, "I think so". I then told him he was very unprofessional, and we had been waiting a very long time right in front of you for a smoothy. We then left the gym. We decided that we wouldn't be interested in taking advantage of the smoothy bar going forward and we would just continue to purchase from Jamba juice after our workout sessions. After we had been coming in the gym for about a month or two, we decided to upgrade our membership so we could use the sauna and massage chairs. Although the staff was not the best, we did enjoy the equipment they offered. It was until me and my husband were in the Sauna, and we were asked to take off our shoes by a staff member very in a very rude way. We had never heard of this rule and have never been asked this before, so I quested why? She snapped back its policy, I looked at my husband and I said let's just leave because I have no time to be talked to rude. The entire time I have been working out at the gym nor me or my husband were told the sauna policy consist of not wearing shoe's. Also, my main concern is I have never seen them cleaned or disinfected. We came back into to work out a few days later and we were pulled to the side and told we were not able to come in the gym and workout because the staff member said she was threatened by us. Not once did we threaten her, and we explained our side and what happened to the ** ******** ****. She ensured us not to worry and she would investigate the issue. they then canceled my husband's membership and gave us not warning.Business Response
Date: 01/22/2024
Hello ******,
Thank you for taking the time to contact us. First and foremost, we apologize for any frustrations that have occurred. At Chuze, we do pride ourselves upon providing outstanding customer service and we apologize if any of your experiences weren't reflective of that. While we do expect our teams to always provide outstanding service to our members, we do expect members to uphold our culture as well. Upon reviewing the memberships, it does appear that your partner's membership was canceled due to behavior that does not align with our culture. His most recent payment was refunded. In terms of your membership, since you decided you wanted to move forward with cancelling, we did waive your $50.00 cancellation fee.
We are sorry that our facility did not meet your expectations and we wish you the very best.
Kindly,
Chuze FitnessInitial Complaint
Date:01/12/2024
Type:Service or Repair IssuesStatus: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 have been contacting Chuze fitness for over 3 months now cancelling my membership. I have requested a GM to contact me. No one has. I have only received one refund and it isn't the correct amount.Business Response
Date: 01/12/2024
Hello ******,
Thank you for taking the time to contact us. We apologize for any frustrations that have stemmed from this. Upon reviewing your account, it appears your membership has been successfully canceled and no further drafts are set to be deducted. Additionally, the team did process your refund for your most recent dues of $15.99. We can confirm this refund was completed on January 11th, 2024.
Please let us know if we can be of further assistance. Have a wonderful day!
Kind regards,
Chuze FitnessInitial Complaint
Date:12/31/2023
Type:Service or Repair IssuesStatus: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.
Chuze fitness employee did not allow my grandson and I work out . My son Pays for my grandson membership and I have my own . The csr ***** disrespected my telling me were not dealing with you guys today that is not how to speak to a customer and I canceled my membership. Please address this company and their lack of customer service skills . Clearly they company lacks training in customer service and employees satisfaction. Id like my sons me ***** for ***************************** and ***************************** to be cancelled with out fees. As the company charges and has been holding in happy customers hostage to the facility that have been trying to cancel .Business Response
Date: 01/02/2024
Hello ******,
We are very sorry to hear of this. While we can not corroborate the exact details of this, we will absolutely further investigate and address these concerns with our onsite team as well as district leadership. We do apologize for any dissatisfaction that transpired from your recent visit and we regret that this led to you canceling your membership. We again apologize for any lack of customer service or kindness that ******************** is known for.
We can confirm that your membership was canceled and no additional fees were charged. In terms of ******, he would need to contact us directly to cancel his membership. For security and privacy concerns, we don't want to ask for any of his personal information on this public forum. He may email us directly at **************************** Additionally, if you are paying for his membership, then you may request this cancellation for him at that same email.
Thank you and we look forward to further assisting you.
Kindly,
Chuze Fitness
Initial Complaint
Date:12/08/2023
Type:Order IssuesStatus: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.
On 9/8, I signed up for a gym membership with Chuze. I no longer wish to be a member, so I contacted them on 11/19. They requested that I authorize a $50 cancellation fee, saying that I already agreed to it, but that they still need me to authorize it? I sent them screenshots of the membership agreement that I was sent, which does not say anything about a cancellation fee. The cancellation fee is not something I am able to afford, so I am being held hostage by Chuze. They refuse to cancel my membership and refuse to connect me to a supervisor.Business Response
Date: 12/11/2023
Hello *******,
Thank you for taking the time to contact us. We apologize for any ongoing frustrations. As mentioned in our previous correspondence, since you are cancelling within your contract term, you would be responsible for a $50.00 cancellation fee before we can move forward with cancelling your membership. This is outlined in your signed agreement which has been provided to you on multiple different occasions.
Should you have any further questions regarding this matter, we invite you to follow up with the onsite management team for further clarification. We hope you have a wonderful day!
Kind regards,
Chuze FitnessCustomer Answer
Date: 12/11/2023
as shown in the screenshots I attached, this information was not provided to me prior to me requesting to cancel my membership. Please show me where it says so in the agreement that was sent to me BEFORE i requested to cancel. If you are unable to do this, please provide me with supervisor information for the online information center. I will not be contacting my local club for this. I am going through severe financial hardship, and I genuinely cannot afford this $50 fee. I will not be able to eat or travel to work if I have to pay this fee. Seriously.Business Response
Date: 12/11/2023
Hello *******,
Thank you for following up with us. The screenshots you provided are from the terms and conditions that you signed up with. In those conditions, it is listed in your screenshots that you were signing into an installment for 12 payments of $24.99 per month. If you cancel prior to your commitment being met, a cancellation fee would apply.
We apologize if there was any misunderstanding with these terms when you signed up online. We hope this has better clarified your agreement.
Have a wonderful day!Initial Complaint
Date:10/06/2023
Type:Service or Repair IssuesStatus: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 signed up for chuze fitness and was told its month to month and because I am military theyre waiving membership startup fees. Then I tried canceling my pass, and they told me I had past dues to catch up first. Which the fees were the 50dollar fees. Then I paid 79 dollars, to be told theres cancellation fees on top of it because Ive committed 13 months??? This is month to month what are you talking about? So after I paid 79 dollars, now theres another fee on top????Cancel my gym membership and I paid extra, before I reverse all the previous chuze fees. I tried calling their corporate number and its been disconnected.Business Response
Date: 10/09/2023
Hello,
Thank you for taking the time to contact us. We apologize for any frustrations or confusion that has stemmed from this. We do offer a military discount for those with a valid active or retired military ID and 1st responders which waives the start-up fee on the Basic and Premium memberships. We also provide the MORE membership at $29.99 per month with a $0 enrollment fee. Additionally, we have a clause in our membership agreement to allow military individuals early termination if they are being relocated/deployed. Please note this does not apply to family members. While a membership cannot be canceled if there is a past due balance, we are able to waive the cancelation fee once Military documentation is provided showing that you are being relocated.
In order for us to further investigate this matter, we invite you to email our team at *************************** and we'll be more than happy to correct any possible wrongdoing on our end. We hope to hear from you.
Kindly,
Chuze FitnessInitial Complaint
Date:10/06/2023
Type:Service or Repair IssuesStatus: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 visited the gym at *****************************************************. I inquired about the child care and I was told it was a one-time fee I had to pay for my son to stay that day. I agreed and since that day I never took my son back. I have been charged every month a fee for child care although I never agreed to this. I need this money to be refunded and for this service to be removed from the membership, again, because I never requested it. I need this to be refunded to my card as soon as possible. Thank you.Business Response
Date: 10/09/2023
Hello,
Thank you for taking the time to contact us. First and foremost, we apologize for any confusion that has occurred. Our ********* is it's own separate membership in addition to your own membership plan that be purchased. This is gone over during the ********* sign up and signatures. However, if at anytime you wish to cancel *********, you may do so by emailing our team at *************************** or by stopping by your local gym where our onsite team will be happy to further assist you.
We hope this helped clear up any confusion. Have a wonderful day!
Kindly,
Chuze FitnessCustomer Answer
Date: 10/09/2023
I have emailed you multiple times requesting you to remove this and you never reply and Im still being charged. I have gone to the gym and they have told me they cant remove it. You still havent resolved my concern. I need this removed and I need MY REFUNDBusiness Response
Date: 10/10/2023
Hello *******,
Thank you for following up with us. We were able to locate your membership in our system. Upon investigating this further, it appears you signed up for our ********* membership in July of this year. While a refund of paid dues would not be applicable based on the terms and conditions that you signed, In order to cancel this amenity, you can email our team at *************************** and we will be able to cancel this account and prevent any future drafts from being deducted.
We look forward to assisting you with this matter. Have a wonderful day!
Kind regards,
Chuze FitnessCustomer Answer
Date: 10/25/2023
I did go in the store to cancel my membership and kids club membership fee but was still charge a kids club membership fee in October. I would like that charge of ***** in October to be refunded. For the sign up terms of the kids club I asked three staff members if it was a one time charge or a monthly added charge and all three of them said a one time fee. I went with the belief of the staff instead of looking at the terms. This I do believe should also be refunded for the charges in September and October of the ***** kids club fee.Initial Complaint
Date:07/10/2023
Type:Sales and Advertising IssuesStatus: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.
Chuze Fitness on ****** has staff telling members that by state law customers must have eyewear to use the tanning machine. State says the opposite, that the business must provide eyewear to the customer. Staff forced me to purchase eyewear to use their tanning.Business Response
Date: 07/11/2023
Hello,
Thank you for taking the time to contact us. We apologize for any confusion that has occurred. It is our company policy that in order to use the tanning beds, we require tanning goggles. You are able to bring your own or we sell them at the front if you do not have any with you. We apologize if this has caused you any frustration. Additionally, this is outlined in our terms and agreement in your signed contract.
We hope this has better clarified our policies and we look forward to seeing you at the gym soon!
Kind regards,
Chuze FitnessCustomer Answer
Date: 07/11/2023
State law in ******** specifically states that the operator of the tanning provide eyewear for your customers. Therefore your policy is in contrary to state law.Business Response
Date: 07/12/2023
Hello,
Thank you for following up with us. The ***************** does require tanning goggles, however businesses can choose to sell disposables or give them free with each tan. At Chuze, we allow you to bring your own or you can purchase them if you do not have any with you.
Have a wonderful day!
Kind regards,
Chuze FitnessInitial Complaint
Date:06/26/2023
Type:Order IssuesStatus: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.
Hello I am paying a monthly fee that involves child care with the fee. When contract was signed it was explained that I would receive 2 hrs of child care. Today I was told that only the morning/am individuals would receive 2hrs and I the pm individual would only receive 90 min. Of child care. I explained to them I paid the same amount as the AM individuals and should receive the same service as them. They told me to bad, even though I was told when getting my membership that I would get 2 hrs of child care. I think that if im paying the same amount as others I should also get the same service. If not then I should be paying less and therefore receive a refund!Business Response
Date: 06/27/2023
Hello *******,
Thank you for taking the time to contact us. First and foremost, we apologize for any inconvenience this has cased. Our Kids Club hour limits vary between the AM hours and the PM hours. This is due to the amount of people that utilize the Kids Club in the evenings compared to the morning. We apologize if this was missed during the sign up process.
We hope this has been better clarified and we look forward to seeing you at the gym again soon!
Kind regards
Chuze FitnessCustomer Answer
Date: 06/27/2023
I'm sorry but a mere apology that you are sorry that the information was not provided at sign up does not rectify the issue. It is misleading and there I should be let out of my contract or be provided with a refund. There were 6 kids in the kids club with 3 working adults. I'm sorry but that is not too many kids to lower it from 2 hrs. I would like to know what the limit is prior to lowering the time because 6 kids to 3 adults does not sound accurate to having too many kids. Again If I am paying for a service that others are receiving as well then I expect equal service. If u want to change the time then it needs to be changes for everyone not just certain individuals. That is discrimination by definition.Initial Complaint
Date:06/19/2023
Type:Service or Repair IssuesStatus: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 joined Chuze Fitness at the End of Oct 2022. I have the year plan. I joined the gym because it had MSN and ******** and I am a news junky. well I went to the GyM to day and found out due to some wite evangelical christians and maga supporters they took them down, due to TRUMPYS indictment. They were also forced to take down their pride stuff( I am not a member of the gay community but support them) ( do nto like them leave them alone. I was told BY a VERY *********************( a YOUNG 2o something iwth a bad atttitude) that it would cost me *****. I do nto think I should pay that because I am not leaving on my own choosing but being forced too by their decission to cave to a bunch of block heads that do nto like the truth!. I WANT to be able to cancel my memebership with out the ***** fee. I complain about how the woman dress and that upsets some people and that is ok with them. I was also threaten in the parking lot by a ***************** who heard me complainingBusiness Response
Date: 06/27/2023
Hello *****,
We understand that it can be frustrating to not have your favorite news channels on the TV's. Chuze is an inclusive environment meant for people of all backgrounds and beliefs. The decision to remove the news stations from our TV's is to ensure that every member feels comfortable and safe when they come in to work out. Going forward we hope to provide various channels that cater to every interest, not just aimed at sports and news.
If you need any further assistance with your account, we invite you to email our team and we'll be more than happy to further assist you. Have a wonderful day!
Kind regards,
Chuze FitnessInitial Complaint
Date:06/02/2023
Type:Billing IssuesStatus: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.
You all have charged me $145 followed by a $27 charge and i have never been to your gym ever nor have i signed one of your contracts. How you got my debit card information is straight up fraud.I don't even have an account associated with my email or phone number so i find it very odd that you all think you can go ahead and charge me for your gym. I need someone from the company to reach out and solve this issue.I never signed up so do not give me the run around that I have to cancel my membership when i NEVER have signed up to use your gym EVER.Business Response
Date: 06/02/2023
Hello *********,
Thank you for taking the time to contact us. We apologize for any frustrations or confusion that has occurred. Upon reviewing this further, we can confirm that you were a member with EP Fitness. In December of 2022, Chuze Fitness acquired all EP Fitness centers. The payments you are referring to would be your monthly membership charges. Upon reviewing your membership, we are unable to locate any record of a request to have your membership canceled. Therefore, your account has remained active.
Our team will be more than happy to further assist you with your account and we encourage you to contact us at **************************** We hope to hear from you and have a wonderful day!
Kind regards,
Chuze Fitness
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