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:12/26/2024

  Type:Order 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.

  I signed up for personal training (PT) at Crunch Fitness in February of 2024. They have a 3 month contract and after that it's month to month with a one month notice to end subscription. I notified Crunch on August 25th that I would like to end PT. I completed the month of September and Oct 1st received a charge. I went emailed Christian the manager who never emailed me back. I went in person and spoke with ********* who verbally agreed that I was due a refund after reviewing the dates. I have yet to receive that refund.

  Business Response

  Date: 01/21/2025

  refund process has been started for this member.

  Customer Answer

  Date: 01/28/2025

   Updating you on my situation with Crunch Fitness, I went back in on January 20th to get an update from leadership, and a different manager (*******) assisted me. ******* did not have the same access to all the information as Christian the Manager of Personal Training, but nonetheless helped me. I did tell ******* about my report to the BBB regarding Crunch Fitness slow return process. ******* entered a second request for my refund, and comped me 6 months of gym membership for the hassle. This evening (January 21st) ******* called me back and told me that the request was approved and I would see the money in 3-5 business days.
  
  I am very grateful to ******* for his kindness, I actually plan on keeping my membership because of his care and concern.
  
  I consider my case resolved.
  
  With appreciation,
  
  ***** *****

• Initial Complaint

  Date:08/25/2023

  Type:Product 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 emailed ************************* the general manager at this location asking her to suspend my account from 7/4 - 7/30/23 which she confirmed she would do by email. The account was not suspended and I was changed. I have attempted to contact her twice by email and by calling and leaving messages. She will not respond. I want a credit/refund for the agreed upon time of suspension.

  Business Response

  Date: 09/05/2023

  This has been resolved

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20523529
  
  I am rejecting this response because:

  I spoke to Joli the manager at the location only after I filed the complaint with the BBB.  Thanks for your assistance.  She said that she would be giving me a credit for the September bill.  I am still waiting for the credit and will close the complaint when I get the credit. 

  Sincerely,
  

  
  *******************

  Customer Answer

  Date: 09/21/2023

  Thank you for your follow up.  I am still waiting for the credit that I was told would be applied on 9/25/23.  I will close the complaint once I get the credit.  If I do not get the credit, I will advise you.  

• Initial Complaint

  Date:02/13/2023

  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.

  I turned 65 last year and, in March started a ******** plan that included coverage for gym Membership. Went into Crunch to make this change. Two people there assisted me and said I was now paid up for the year. Gave me a new card. I continued to have auto withdrawals for payment and kept calling to get this fixed. Finally stopped in June for the July payment. continued to email and call various staff leaders to recover the payments taken out for the Spring, once I had changed to the covered membership. Staff changes and lack of concern in doing any problem solving have led to never getting reimbursement for those months I continued to pay for membership, when I shouldn't have. Latest person I was working with was a regional manager named *****************************. I am seeking reimbursement for the 3 months of membership fee I was charged.

• Initial Complaint

  Date:01/04/2023

  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.

  I moved out of ***** back in February 2022. I did not cancel my gym membership before I moved so I was being charged monthly anyway until October 2022, when I had to cancel my debit card due to fraudulent charges. As a result, my gym membership payment failed to go through since my new debit card was not posted to my crunch account. In November and December I started receiving calls about updating my account. When I did answer I informed the person that I wanted to cancel my membership anyways since I moved. They told me that I can only cancel my membership in person at the gym I signed up at. I said that is impossible since I no longer live in *****. He then reluctantly said I can send a written notice of intent to cancel my membership to the manager at my gym. So I sent an email to the manager at the ***** Crunch fitness location. "*****" responded saying she cannot cancel my membership since there is an outstanding balance of two months plus an "annual fee" that I need to pay first. I did not think that was fair or correct to pay for a gym I hadnt been using just so I can cancel. I asked her for a copy of the agreement or at least the section about canceling my membership. She failed to respond after that. Now I am getting text messages from "*****" (one text on Christmas day!) about being sent to collections unless I pay. The last most recent text was just sent today 1/4/23 stating that "*****" is willing to waive my past due balance if I update my billing information. So they can waive fees if I keep my membership at the gym, but refuse to waive fees to let me cancel my membership because I moved to a different State? This seems ludicrous and think this is a very poor business model taking advantage of people that pay for the gym and never use it. I request no further contact from this business as I consider my membership cancelled since I no longer pay for it. Thank you.

• Initial Complaint

  Date:10/04/2022

  Type:Product 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.

  On September 14, 2020 I opened a membership with Crunch Fitness. I was told that it would be $37.05 a month. I went into the facility and got my membership card and did not sign a contract. I have only used the facility twice as I did not get a tour of the facility. I was notified on September 10th that a charge of $86.05 was pending on my account. I went into Crunch to cancel my membership and a new employee was the only one there and he told me he would give my information to the manager to call me the next day. I did not receive a response until the 12th and was told they couldn't refund my money. I received a text message from ***** at 6:06 pm on the 13th stating "I saw that your membership was cancelled, how can I help? I don't want to lose you as a member." I responded at 8:02 am on the 14th stating "I didn't use the facility and didn't appreciate the higher fee that caused an overdraft fee on my checking account. I would like a full refund of the charge on the 11th since I didn't signa contract 2 years ago and never got a tour of the facility." I have not received a response since. I would like to be reimbursed the $86.05 that was charge on both September 2021 and 2022 in the amount of $172.10 as I canceled my membership on the 12th.

  Customer Answer

  Date: 10/11/2022

  I received notification from my bank that a payment was pending on my bank account on the 10th of September (Saturday).  I went to Crunch on the corner of *********** and Overland and spoke to a young man.  He said he was new and that he would give the manager my name and phone number to contact me in the afternoon of the 11th (Sunday).  I did not hear back from him on Sunday or Monday.  I called him on Tuesday the 13th and he said there was nothing he could do about it.  I was unaware of this policy as I never received any paperwork or signed anything with Crunch when I started my membership in 2020.  I haven't used this facility more than 2 times and do not want the membership anymore.  I believe that the membership dues on September 13, 2021 and again on the 12th of September (when it officially processed in my bank) should be returned as I was never notified of this fee at the time of getting my membership.

• Initial Complaint

  Date:09/12/2022

  Type:Product 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.

  Hello,Thank you for hearing me out. My story is long. It is in regards to a $211.99 refund from Crunch Fitness on **************************************************** for a one year membership, purchased May 18, 2022 with a credit card. This company is unprofessional and unethical taking over three months to not tell me they will not refund me for a membership I only purchased because the Front Desk Rep and two managers told me I could train someone in their facility. Please see the attached document.