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:08/14/2024

  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.

  I informed Crunch Fitness located in *********, ** of wanting to cancel my membership. I received no response from the business even after reaching out several times via e-mail and phone call. Crunch Fitness has continued to charge my card each month for the membership that I requested to have cancelled over 12 months ago. The issue is still unresolved.

• Initial Complaint

  Date:07/31/2024

  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.

  7/31/24 I went to Crunch Fitness to cancel my gym membership as its an unneeded expense at this moment in time. I was rudely told by The employee I was unable to cancel my gym membership, was never given a reason why besides saying store policy. I asked to speak to manager and was met by a tall gentleman with a long *****(did not catch his name as the employees had no name tags.) I was pretty much told that I am unable to cancel my membership within 90 days. I understand monthly fees and the $30 monthly, however then charging an annual fee is absurd for lackluster equipment and a general lack of customer service skills. 90 days seems like it should be a trial period. Most trials you can cancel. Not get told in a rude manner that theres nothing that can be done except continue to pay.

• Initial Complaint

  Date:11/27/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 had a membership at this gym since 6/5/2020 in good standing.Recently I have had some financial hardships to include rent increase $200/mo for the last year, a move, and some unexpected medical bills.My debt card was missing and I had to get a new one as well.I haven't caught up with all the memberships to change the number.Crunch began calling me due to a missed payment about 4 weeks ago,but at the time I was getting caught up on some other pressing items.I told the *** she didn't need to keep calling me,I knew I owed it and would get it updated as soon as I could.She informed me I had two late fees of $15 each.The amount now due is $98.48 and will keep adding on until paid.I asked if I could cancel or hold the acct to get caught up and was told I MUST pay the balance first,but I could try stopping in the gym to cancel or hold.I stopped in and was told I could not hold until the balance was paid first. I think that knowing I am having a hardship financially right now and would like to get caught up Crunch is unethically forcing me to continue to incur unrealistic debt to them.I have not utilized the gym in approx 6 months.The late fees are $15 each month.They have made 100% profit off me over the last 6 months making this issue just greed. I would like crunch to cancel my membership due to the harrasing phone calls 2-3 times per day when I have spoken with two *** and told them I am aware.I would also like to have the late fees removed due to the lack of ethics and fact that they have received 100% profit for at least 6 months from **** don't have a problem paying the dues owed, but would like the acct cancelled and the balance due until I can pay it off which will be within the next couple months.If this matter would have been handled differently for a loyal customer,I would have continued to patronize the gym,but knowing this could happen again, I am not interested.True concern for health knows that the stress of this issue results in negative effects.

• Initial Complaint

  Date:03/28/2023

  Type:Customer Service 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.

  On March 9, 2023 I called the Crunch Fitness - Wickham location. I asked the representative if I could downgrade my membership from Peak Results to Basic. The representative said I could and proceeded to tell me there would be a $20 (plus tax) fee. I reluctantly agreed to the fee and he proceeded with the paperwork for the downgrade and informed me that it would be processed. After several weeks, I noticed my account membership type had not been downgraded. I called the gym again on March 24, 2023 and spoke to the assistant general manager, Marco, who told me I could not downgrade my membership within the first 90 days. I have read through my entire agreement and NOWHERE does it state I can not downgrade my membership in the first 90 days. The only thing this agreement states is that I cannot cancel within the first 90 days. The contract also does not indicate that there is a fee to downgrade a membership.

  Business Response

  Date: 04/20/2023

  Every membership agreement states #22: "It is agreed that all regulations, policies, services, hours, rates, monthly dues...are subject to change without notice at the sole discretion of Crunch..." The 90 day policy of unable to downgrade within the first 90 days of your contract falls into this category. If you would like to downgrade your membership, please go to the location 90 days from your Sign Date which would be May 13, 2023. You can then request to downgrade your membership.

  Customer Answer

  Date: 04/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  That is not what that means and you know it. But good try!!! 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:01/04/2023

  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.

  The business continued to charge me for services that were not being provided to me even though I and the trainer had stopped the sessions in July 2022. I spoke with people in charge of the personal training area including but not limited to **** who were very apologetic and requested the funds be placed back into my account. I have been back to their office every 4 weeks and have been incredibly patient. They have finally stopped charging me but at this time they owe me $570 of which they are aware. Not sure what else to do at this point and I think the two gentlemen I keep speaking with are also frustrated with their company's inability to follow through with payment and clear up this situation.