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:03/19/2025

  Type:Order 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 signed up for a membership due to the marketing materials, like the document attached. I canceled today, March 19, but on the cancellation form, by cancellation date is listed as March 30. I was told I would have to pay a month's fee of $34.87 and that the details of that were in the fine print of the contract. The marketing material says nothing about a month's fee to cancel, and describes the membership terms as "month to month." I believe this is deceptive marketing and would like the amount of $34.87 to not be charged or refunded if it already has.

  Business Response

  Date: 03/28/2025

  ******* *********, General Manager at Crunch Shawnee.

  Good afternoon, 

  This response is in regard to *** ********* BBB response. 

  In his agreement, *** ******* did agree to a month-to-month agreement. In this, it also mentioned that he will have to pay a 30-day notice when cancelling the membership. This means that he has to pay any invoice on the account within the day of cancellation. The membership he signed up for is the Peak Results that costs $29.99 and after taxes, comes to the total of $34.87. You may refer to our cancellation policy as well as the agreement that is attached. Thank you and best regards. 

  Business Response

  Date: 04/22/2025

  Please see the attached agreement that *** ******* had signed upon signing up online. He agreed to all terms and policies at the Shawnee Crunch location. Under page five, clause, CANCELLATION POLICIES, Restrictions on cancellation (Month to Month Membership): it states,

   

  "Member understands they have signed a membership agreement. Failure to use Fitness Ventures - Shawnee LLC, dba Crunch Fitness membership and utilize does not relieve Member of their liability for payment regardless of circumstances." Furthermore, under section three in that same clause it continues, "You are responsible for any scheduled fees within the next 30 days following your cancellation request. Including membership dues, annual fees and/or any recurring personal training commitments." 

   

  With his membership, *** ******* can cancel at any time. There will be a 30-day notice to any invoice due to the account. This goes for all Month-to-Month memberships excluding the Base Annual membership. Best Regards,

  Customer Answer

  Date: 04/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: yes you keep going back to the fine print. Show the BBB an example of your marketing which claimed you could cancel anytime but did not give any indication of having to pay for another month. That's what "cancel anytime" implies. Cancel with a month's notice would have been accurate and scared potential customers off.  I would like a refund of the extra month you charged me due to the misleading marketing.  

  Sincerely,

  
  
  
  *** *******