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:02/03/2023

  Type:Billing 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.

  Crunch Fitness sucked us into a membership at a gas station one day by saying that one of their bonuses was easy cancellations of memberships. When we moved out east, and no longer lived right up the street, we called to cancel. The people on the phone stated that we had to go into the gym to cancel. After driving for an hour to show up and cancel our membership, one of the managers stated that we just had to send an email requesting the cancellation. My wife and I sent the email right in front of him, and he confirmed that the email was received and our membership would be cancelled. This was done on December 27th 2022. However, they still had to charge us for January 2023s membership due to us not cancelling 10 days prior to the billing being taken out. As of February 1, 2023 Crunch Fitness pulled membership fees from us again. When I called, i was told the managers werent in until 10 a.m., even though they open at 6 a.m. and had to wait for a call back. We called our bank and had to pay $25 for a stop fee on top of the membership fee being taken out. After not hearing back from Crunch at 11 am., I called and was told that the managers were in a meeting. I waited until 2:15 p.m. before calling back again and was told the same story and that they were short staffed. When I asked for a corporate number, they gave me a phone number with a recording stating that it was an un-monitored phone line and repeated the same message. I am looking for Crunch fitness to reimburse the $30 charge that was wrongly charged, they $25 stop payment, and $25 overdraft fee that Crunch Fitness caused.

  Business Response

  Date: 02/18/2023

  The billing will be reconciled as mistakes happen and everyone is human. ***************************** was very rude and argued as well as spoke rudely about the employees when telling he owed the ******* payment due to our agreement. 

  The February payment will be fixed. ******* is a busy month and under a new staff being trained, we got behind on emails. 

  Customer Answer

  Date: 02/21/2023

   
  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.

  Rudeness from your customers will happen with poor buisness plans and decisions. It is not the customers fault, nor propblem that your company failed when it comes to replying to emails or cancelling memberships. It should be expected to have customers become heated and frustrated when you are stealing their money. The January payment was not the reason this particular customer was rude. It was the lack of management handling the situation after several attempts to speak with a manager, and being told they were too busy with meetings. Crunch Fitness does not care about its members/customers, and this situation has made this clear. Thank you for your time and i hope that you as a company will use this as a learning experiance. 
  
  *****************************

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair 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.

  In December I called and paid my annual dues along with my monthly payment. This transaction was successful. On January 3 my account was charged ***** again. I went in and complained and they said they refunded this. I waited 14 days and called. They told me my bank probably did not release it. So I called the bank and filed a dispute. Finally I got my 71. 98 back. January 26 I was billed *****. Due to non payment. I went in and told them and sat for an hour to talk to ***** the manager. I asked him to cancel my membership, and refund me. They said that it will be up to ten weeks before I get my money back! I have not got an email that my membership was canceled. I put a block on my account so that they cannot take any more money.

• Initial Complaint

  Date:11/21/2022

  Type:Order 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 had signed up for a month to month gym membership at the North **************** location with your previous male manager, who I was told no longer works there. I signed a membership for $29.99 per month per the contract. I was charged $34.99 through my bank instead of the $29.99. So I went in person on September 5 and spoke with that manager, who filled out a form to refund $5.00. I have yet to receive that refund. I also requested he cancel my membership the same day. Come to find out he didn't cancel it and I got charged $34.99 on October 6th. I have called your gym multiple times and have spoken with your front desk and they have confirmed the membership is now cancelled but I have yet to hear any information about my refund for the $5.00 and the additional month that was charged $34.99. I sent an email to the new manager ****** with no response or call. Please give me my refund.

• Initial Complaint

  Date:09/09/2022

  Type:Order 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 signed for a membership. Paid for the membership. A cancel the contract in accordance with their written requirement I have been given the run around the whole time and they have not refunded my money.July 9. $ 50. JULY 9$29.99 **** **** ENT CREDIT UNION.

• Initial Complaint

  Date:08/08/2022

  Type:Billing 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 called to cancel my account in June, and was told the transaction had to be completed through email. I provided all needed information, and was told my wife's account had been canceled, but mine was not current. After my payment processed, the company did not cancel my account and proceeded to charge me again in July for both accounts. Making their statement of cancelling my wife's account false, and a blatant lie. I contacted them again to cancel my account. They again told me I was not current, so I provided bank statements to show I had indeed been paid up every month of my membership. They continued to ignore my email, and did not cancel either account. They are now sending me threats of going to collections, even though I am current on all accounts, and have never missed a payment. I continue to send evidence of their false statements, but have yet to receive my cancellation or a refund for the charges that should have never gone through in the first place. I held up my end of all transactions and requests to cancel my account the correct way. They simply continue to ignore it, harass me for payments, and not complete their end of the transaction.