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:09/25/2023

  Type:Service or Repair 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.

  This place most of time the steam room or saunas or the jacuzzi or pool. Also a lot the machines in the gym don’t work.
  I report it the manager they don’t care or do anything about it
  But every month they charge me for the same amount. Even know I reported about all the issues.

  Business Response

  Date: 09/25/2023

  Hi,
  
  Thank you for reaching out to us. Please accept our most sincere apologies for not meeting your expectations with regard to getting our equipment fixed in a timely manner. This is not who we are as a company and we understand that we have let you down.
  
  We are happy to report that we have recently increased our maintenance department company-wide and we look forward to remedying the issues you mentioned as soon as possible.
  
  Thank you again for your feedback and we look forward to seeing you soon in the club!
  
  Kind regards,
  Chuze Fitness 
  
  

  Customer Answer

  Date: 09/25/2023

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

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:10/17/2022

  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.

  I have been going back and forth with Chuze Fitness to simply resume my membership. In July, I travelled and paused transactions for my bank account when I was not using it since I did not want issues being out of state. Upon my return, I realised that just a month's payment had not gone through as my bank would not accept the debit from my account per my request, which at the time I had forgotten would affect my gym membership. I reached out to Chuze as there the active banking information had been removed, and I wanted to go ahead and pay the past due balance and resume my membership but there was no account on file I could have used. The one response I received was that I owe over $400 that is going to collections and would have to pay that amount first. However, I do not wish to cancel my membership, I simply want to pay the small amount (less than $150) that is genuinely due so that I can return. I am being told of a recovery fee, which is unreasonable considering I have an active account and shouldn't have to have to provide all my information again, let alone be threatened with collections for such a small error. If this issue remains unresolved, I will unfortunately have to find another gym to meet my fitness goals. Upon visiting in person, I am told to contact the corporate email. The only way to add new banking information is to visit my home club in person, which I could not do as I was not in Albuquerque at the time, so I visited as soon as I returned. However, I have received just the one aforementioned response and no other correspondence when I have reached out to the corporate office which I was advised to do. I am being completely ignored when I am willing to pay if I can just resume my existing membership. This is the result of less than two months dues, yet I am being threatened with an over $400 bill to pay off a membership I want to use and would be unable to do so. The account number is *******.

  Business Response

  Date: 10/21/2022

  Hello *****,
  
  Thank you for reaching out to us on this matter. We apologize for any confusion or inconvenience that has occurred. Upon reviewing your membership, we are able to see that the account is currently inactive due to non-payment. As of now, the account is past due $96.28. In order to be eligible to rejoin Chuze Fitness, this would first need to be cleared.
  
  What we do offer our members is the option to pay a flat recovery fee of $50.00. We then would be able to re-enroll you in a fresh new membership. Please keep in mind that you would be subject to a sign up fee, and first months dues upon sign up. 
  
  If this is something you are interested in, please stop by the club, and one of our team members will be more than happy to assist you with this transaction. 
  
  We hope this has better clarified our options and if you have any questions or concerns, please do not hesitate to contact us at ********************** 
  
  Kind regards,
  Chuze Fitness 
  
  
  

  Customer Answer

  Date: 10/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  Thank you so much! I will stop by on Thursday of this week. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ***** ******