Complaints

This profile includes complaints for Crunch Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crunch Fitness

  22 W 19th St Fl 3 New York, NY 10011-4204

• 

  Crunch Fitness

  113 4th Ave New York, NY 10003-4904

• 

  Crunch Fitness

  1150 Park Pl San Mateo, CA 94403-1599

• 

  Crunch Fitness

  8000 W Sunset Blvd Los Angeles, CA 90046-2439

• 

  Crunch Fitness

  842 Lefferts Ave Brooklyn, NY 11203

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:03/06/2023

  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 Crunch Fitness membership on 10/28/2022 at **********, **. The ********, ** office is the parent company for the Crunch Fitness at ************************************************************ ************. My membership was an annual contract. I said I wished that it was month to month like all other gyms. I called in January 2023 asking if I could cancel my membership. I'm paying $33.48/month. The gym was 8 miles from my home and I had to cross over 2 major highways and during rush hour it could take me 1/2 hour to get there. When I asked to cancel they told me I could but I had to come into the gym to do it. They said the memberships were month to month and cancelling was fine. When I went to the gym they told me I couldn't cancel because I signed an annual contract and if I want to cancel I had to buyout my membership in the amount of $385. I said that they must have known that in 5 weeks they were going month to month versus annual memberships. I feel they scammed me and I want my contract cancelled with no further payment on my part. I tried to contact the office in ** and no one had returned my calls or email.

  Business Response

  Date: 03/06/2023

  Good Afternoon,

   
  *****, is in a one year agreement signed by her and she must complete her one year. Which means she will continue to pay for the membership until her one year, which is 10/25/23 and she can come in to cancel the membership without further billing. This is our policy which is stated in the agreement.

  Thank you,

  Customer Answer

  Date: 03/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  The business never contacted me.  My complaint was that they signed me up for one year but then 5 weeks later they went month to month.  I had talked to them during that time that I would prefer month to month.  They said all they had was 1 year.  I feel they knew within 5 weeks they were going month-to-month and they scammed me by wanting my money.  Did you notice they never addressed that part of the complaint?  

   

  The fact that the business knew when I was signing up that they were going month to month and did not divulge that to me is fraud, illegal, unethical.   This complaint is not closed.  I want them to reveal their business plan for going annually to month-to-month and I guarantee you it was happening during the time I signed up.  

   

  Again, I want Crunch to address their timeframe and business plan for going month-to-month.  Until then, this complaint is not closed.

   

  Thank you,

   

  ***** ******

   

   

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

  
  

   

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  Sincerely,
  
  
  
  ***** ******
  
  
  
  
  
  
  
  
  
   
  

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  [I asked for a month-to-month contract at the gym  when I went in to inquire about the gym.  I have ALWAYS had month-to-month contracts for a variety of reasons--may not like the gym, go out of town for a couple of months so I could cancel and rejoin, etc.They told me all they had was yearly contracts.  Then they changed all their contracts month-to-month only 5 weeks later which means theyknew they were going in that direction and they lied to me.  If you review all my previous statements, you will see that I started with a yearly contract and then 5 weeks later they went month to month and I feel they kept that from me.  I want to be reimbursed now for ALL the payments I have made to this gym.  You will notice their answer is now something different.  Thank you, ***** ******]

  
  

   

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  Sincerely,
  
  
  
  ***** ******
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 03/22/2023

  Good Afternoon,

  Please see attached for the members agreement. It’s monthly but an annual plan meaning she pays monthly but is locked in for one year.  

   

  Thank you,
  
  

• Initial Complaint

  Date:03/02/2023

  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.

  My complaint is in regards to a refusal to release me from a personal trainer contract at the location (**** ******************., *******, ** *****). Although I moved outside of the state to take care of my sick ************ over 100 miles from any CF location, they still refused to release me from this contract and demanded I pay over $500. I sent in my address change with a bill to the manager of this location, along with text messages and phone calls. I had no response over the course of a month, and only after I persisted on getting a response was I told I had to mail in this letter and that the manager would not accept it. I am officially demanding that Crunch Fitness remove me from any contract with their company and agree to not pursue any financial charges related to these accounts.

  Business Response

  Date: 03/08/2023

  Good Afternoon,

  The member never completed the original terms of the PT agreement. Only 2/4 payments were made and then the member went past due. The agreement has been deactivated since December.

   

  Thank you,

• Initial Complaint

  Date:03/01/2023

  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.

  The gym franchise is stating that I owe money for a membership that I do not have. There is a new gym in my town of ****** that opened over a year ago. While it was being built I inquired "about" a membership but never signed up. Now I am getting collection notices that I owe close to $300 in fees. I have asked for cease and desist and have advised that they have their information incorrect. My next step will be with my attorney for harassment.

  Business Response

  Date: 03/01/2023

  Good Afternoon,

  I will get this cancelled and remove the balance.

   

  Thank you,

  Customer Answer

  Date: 03/03/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/28/2023

  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.

  My 15 year son (who was 14 at the time) signed a membership contract after being told that he could enter into a contract for a membership which would allow him to use the gym as a guest of a member. He was told to have a friend, who was over 18, put his name and driver's license on the membership but my son (minor) signed the agreement. He was told it was a month to month contract. We called the club to confirm the same. In reliance upon the representations made by the Crunch agent, the parties entered into the membership agreement and they have been working out on a daily basis. Last week he was told he could not enter the gym as he was not 18, and that he could not attend even with an adult, as he was not 16. When he tried to cancel the contract, he was told that it is an annual contract, and will be charged almost $300 to cancel. I have tried to reach out, as contracts entered into by a minor in ******* are voidable by the minor, but the club will not respond and will not cancel without penalty. The club will not respond to further correspondence ******** offers memberships with both monthly memberships and monthly with an annual commitment. My minor son understood that he was signing for a monthly commitment, not an annual commitment. He was not given a copy of the contract. However, since he is a minor, he clearly lacked the ability to understand the agreement (especially considering the representations being made to him about being able to use the facility). This is precisely the reason why that contracts made by minors are void since, by law, minors lack the legal capacity to enter into legally binding agreements by themselves. The law presumes that minors are not fully aware of what they are doing when it comes to entering into contracts and so contracts entered into by minors can be voided by the minor to prevent the other party from taking advantage of the minor . We want the Club to immediately cancel the contract w/out penalty or additional charge

  Business Response

  Date: 03/02/2023

  Good Morning,

  I spoke with ******** this morning (3.1.23), and cancelled the account in question with no further billing. She agreed that the past charges are fine as long as nothing more is billed in the future. I let her know We cancelled it out entirely and there is no further billing and was satisfied with the result.

  Thank you,

• Initial Complaint

  Date:02/28/2023

  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.

  My husband and I joined this gym on 9/1/22 and ****, who is the manager, signed us up. **** also signed up my 14 yo daughter, gave her her own account, took her picture, had me fill out a minor consent form, and said she could login with her phone number when she comes with us. We did this for 5 months. A few months later my husband and I each purchased a training session package (roughly $800 each) that would carry us through the next three months.On 2/3/23 I signed in and was supposed to meet my trainer for a session. My daughter was with me and the girl working the front desk said we would need to leave because my daughter didn't have a minor consent on file. I explained that the manager, ****, signed her up and I did sign a consent but I would be happy to sign another one. For some reason she then told me that wasn't good enough because she also needed to see her ID. Now. I replied that my daughter is 14, doesn't have an ID, and that **** never mentioned this. I also explained that in 5 months nobody had asked to see an ID. Whoever this girl was - got extremely indignant, rolled her eyes at me and with an incredibly disgusting attitude started asking why she didn't have an ID, "nothing? She has nothing? No ID on her right now? *eye roll* She needs an ID. you have NOTHING with her picture on it??" I could.NOT.believe what was happening. Next, she told me if my daughter didn't have an ID she would need a copy of her birth certificate then proceeded to open an unsecured drawer and flashed other minors ID's at me. I told the receptionist that ****, the manager, is right there and asked if he could come give clarification. She told me no and to leave. I called 3x to speak to **** and he never called. Today, 2/10/23 we both went into Crunch to cancel our memberships. **** was standing right there and just walked away from the desk when he saw us. Since canceling; Crunch has billed out our remaining training sessions fraudulently.

  Business Response

  Date: 03/09/2023

  Good Afternoon,

  I didn't know of the incident until 2/8/23 when ******'s husband came into the Rocklin gym and asked that I called his wife to talk to her. When I asked what she had wanted he said " I just need to call her and she will explain".  Shortly after that I called and left a message verifying the number was correct ************** due to leaving a message. That was the first I ever heard of anything and never saw the messages that were left for me. Next time I saw ****** was on 2/10/23 when her and her husband had come into cancel at the front desk. They had every opportunity to speak with me as I would have gladly discussed the situation. I only found out some of the details from their trainer the day before and at that time I talked with the front desk employee who the interaction originally happened with and she told a different story and was under the impression that there was no issue. We allowed 14-year-olds to come as guest of the parents with a Peak membership and the front desk employee was verifying. The front desk employee claims that she never asked to speak with me as I was only a few feet away along with the trainers who her and her husband had an appointment with. As far as the birth certificate the employee states that she never showed ****** the birth certificate of another person up close but from a distant to give her an example, never revealing personal information. This entire interaction could have been resolved if they would have spoken to me the same day as the situation that occured so I could have given clarity. 
  
  
  As far as the training it was pre-paid months ahead of time which doesn't allow a refund per the agreement attached to be refunded unless in the same month. We offered to transfer the remaining 8 sessions to her husband who was still training at the time but has 2 remaining sessions as well and now doesn't want to use those so they have a total of 10 sessions in the system. A refund of the remaining 8 sessions which ****** has as her resolution is not under my empowerment to complete and not in compliance with agreement. Originally the package she purchased was $510 and $250 which totals $760. 

  Thank you,

• Initial Complaint

  Date:02/28/2023

  Type:Billing 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 joined Youfit fitness club. I had to Cancel my Membership due to Kidney failure and Dialysis. According to what I have learned that location sold their accounts to Crunch Fitness. I only know this because they started charging my account monthly and yearly.. And I have been trying to stop this for a few years and they seem to have no idea where my account is or what Im talking about but they know how to steal my money every month and some yearly maintenance fee. I have lost so much money to them for nothing I have never sined up for Crunch fitness ever. They have been pulling money for years.

  Business Response

  Date: 02/28/2023

  Good Afternoon,

  We will cancel this membership.
  
   
  We have no record of a cancellation request, phone call or anything else.  I found this membership.  The members address and phone number is different then in the system. 

   

  Thank you,

• Initial Complaint

  Date:02/28/2023

  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.

  Good afternoon, I signed up for a gym membership on 12/7/22 with crunch fitness. The business had a promotion for a personal trainer that could be included with the membership. I signed up for it not knowing Im signing a contract that states it would be a 6 month term that could not be stopped at anytime . I communicated to my trainer i would not be able to start my training until I had the funds . Which was over a month ago . The trainer said that it was fine and we would process first payment when I was ready . On 2/25/2023 a charge of ******** was pulled from my account I expressed my concerns to the facility in hopes of my refund they were very rude to me and told me I couldnt get my money refunded since I signed the contract. They did not go over and explain the contract in detail . I went down to the facility to cancel my membership and they stated that they will continue to charge for the rest of the 6 months . I was wondering if you guys could help me get my refund . I was robbed blind and they need to be more clearer on exactly what the contract states . I am a young mother and as you can imagine seeing that large of a charge coming out of your acct would be very frustrating considering I am human and Im not rich I still have other priorities that need to taken care of for me and my child and they didnt not offer me any help but to lower the future charges and thats why I am trying to file a complaint against this company.

  Customer Answer

  Date: 03/03/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:02/27/2023

  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.

  Keep getting collections notices for crunch fitness. I never had a contract or membership with Crunch. I get one agency to stop harassing and immediately a different collection company starts up.

  Business Response

  Date: 02/27/2023

  Good Afternoon,

  Unfortunately, we do not have this members information in our system. We double checked the name, phone, or email and came up empty. Would these charges be under a different name? OR is there a membership number that can be provided?

   

  Thank you,

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair 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.

  My sons Membership to Crunch Fitness Huntingdon Valley ** was cancelled a year ago. Then on December 12, 2022 a $17.95 monthly fee was charged to my bank account. On January 11, 2023 a yearly membership fee was charged for $59.99 and on January 12, 2023 a monthly fee of $17.95 was charged again. When I contacted Crunch fitness Huntingdon Valley ** directly I was told I had to speak to a manager. After several attempts and no call back I reached someone that told me it was taken care of. The monthly fee stopped being taken out of my account but I was never refunded my $95.89 that was taken from my account. I tried calling the corporate offices multiple times to get my refund and left messages but can not get ahold of anyone there to help me with my refund. I also sent emails on the website to be contacted with no call back

  Customer Answer

  Date: 03/21/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Crunch Fitness regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

  Business Response

  Date: 03/22/2023

  Good Morning,

  I finally got in touch with the father, he should not have been charged and I will be refunding the amount in dispute today with ABC.

   

  Thank you,

  Customer Answer

  Date: 03/22/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/23/2023

  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.

  Greetings. On 01-26-2023 at approximately 2:00 pm I was exercising at the Crunch gym located ****************************************************************************. I was using the incline bench, I was between sets when another gym goer removed a weight plate from the rack I was on, not the barbell. There were many other racks that were not being used with the weight this man wanted. I mentioned that it is rude just to take it without asking and added that he did not know if I was going to use that plate. I pointed this fact out to this man and he flipped his hand as if to say dont bother or its not a big deal. I went over to where he was and took this plate from the barbell he was using thinking that he would take the same attitude as he displayed when he took it from me. Moments later I was approached by one of the gym staff members. He asked what happened, I told him that nothing had occurred. He insisted that I tell him what happened. I narrated the incident, immediately he said that I was being boisterous and I needed to leave the gym. I explained to him that I had a few more exercises to complete and that I would leave after that. He said that he was going to call the police. I did not know what I had done so egregious that required me to leave the gym or get the police involved, I still do not. I continued with a few more sets, not completing my routine, decided to leave as I was upset and confused. At the door your representative told me in a very loud manner that I was never to set foot in a Crunch gym, that my membership would be cancelled. I was met by a couple of police officers and interviewed on the events leading to their response. I was a Crunch gym member for several years and a gym goer for most of my life. I believe his friendship with the other gym member led him to his bias behavior. It may even be RACIAL bias?

  Business Response

  Date: 02/24/2023

  Good Morning,

  While at the front desk,  the staff could hear a member screaming and cursing  with noise coming from the free-weight area. The General Manager went to the area and approached the member. When we spoke to the member from this complaint he was screaming and cursing about another member upset that the member was using his equipment.
  
   We asked to explain what happened.
  
  The complainant admittedly said that "while he was in the restroom that member took off my weights and started using the equipment I was using." The other member was honestly apologizing and repeated his defense was "he didn't see anyone and did not know he was there and he was sorry." 
  
  The complainant said that when he got back he was ****** off. He admittedly was screaming and cursing at the member to teach him a ******* Once he chased the other member away to another piece of equipment on the other side of the club....he continued to scream and curse at him across the room. The complainant then, Admittedly as written in his BBB Complaint, went over to the other member while he was using a piece of equipment and started taking the weights off the bar while the member was working out in order for "him to know what it is like". The complainant wanted to antagonize the apologizing member even more. He told the story and he got louder and louder and cursing more and more...
  
  The ** asked the member to stop cursing and screaming . We tried explaining to the complainant that this was a positive environment and we can all share the equipment without raising our voices, cursing, or threatening members across the room. This was a simple mis-understanding and the other member has apologized. The other member has left the area and gone to a different part of the club.  
  
  We told the member "if he continued to make a disturbance and scream across the room....that he would have to leave for the day." The complaintant continued to scream and curse and told the ** to "********" and "leave him alone." He does not have to leave and he is "going to finish his workout"
  
  We calmly turned around and left immediately and walked to the front desk to call the police.
  
  When the police arrived. The ** and the police officers walked back to get the member from the club and ****** him to the front lobby. The complainant continued to curse in front of the police. Because of the disturbance and yelling.....The police walked the member outside and one officer stayed with the ** to hear the story and take notes. We proceeded to CANCEL/REVOKE the membership and had the police officially file a NO TRESPASS order. This restricts the individual from coming back to the club. If he returns to the club there would be grounds for immediate arrest.
  
  We never want this negative situation with any member. We truly regret that any situation gets to these levels. However, screaming, cursing, and bullying will not be tolerated for the safety of our staff and other members. 

   

  Thank you,

  Customer Answer

  Date: 02/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The only part of their response that is true is that I became a bit loud when the supposed manager came to speak with me. The manager approached me only because the other gym member protested to an action that he initiated. I had my earphones on and I did not realize that I was somewhat loud until the manager asked to lower my voice. I never yelled, cursed, never derogatory, nor was I angry to the point of physical confrontation. I mentioned that I was upset, only after the manager told me to leave and that he had called the police
  The contract states that, in cases such as this, the staff will talk to members behind closed doors and this manager never gave me the opportunity of a conversation in private. 
  I do not know who is writing their response but, I do know that the only people involved were me, the other gym member and this so called manager.
  I never mentioned a restroom as I did not go to the restroom that day at the gym. When they say we calmly walked to the front desk, no one else but the manager approached me, there was no WE. The other gym member never apologized to me nor anyone else that I saw, like I said, he flipped his wrist as if to say that it should not bother me. I never did nor will I ever take a weight of a bar while in use, that is just ludicrous.
  They have cameras throughout the gym, cameras do not lie. Show the footage!
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Customer Answer

  Date: 04/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Everything you have said about me is a lie. You have cameras throughout the gym, video does not lie. You, whoever is replying, lie!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 04/13/2023

  Good Morning,

  Our response will continue to be the same:

  This particular member caused such a disturbance yelling at another member that the management team heard this across the room and had to step in and address the disturbance. We would have never had to go through this experience if the member did not cause a disturbance. We see over **** workouts each and every day..... and this experience is extremely rare.
  
  This member was not cooperative when asked to come to the lobby and talk and continued to be a disturbance to the rest of the people in the room. This member was asked to leave and refused.
  
  The police were called to ensure the safety of the staff and the members. The behavior from this member led to the management team to revoking and cancelling his membership. It also led to this member being trespassed from the property and not allowed to return. 
  
  We will continue to train our staff on handling these type of issues. While we never want to lose members over these issues. We will work diligently to protect the safety of the staff and members.

   

  Thank you,