Complaints

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

close

Find a Location

Crunch Fitness has 82 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Crunch Fitness

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

• 

  Crunch Fitness

  1150 Park Pl San Mateo, CA 94403-1599

• 

  Crunch Fitness

  110 Sinatra Dr Hoboken, NJ 07030-5779

• 

  Crunch Fitness

  17050 Collins Avenue North Miami Beach, FL 33160-3642

• 

  Crunch Fitness

  222 E 34th St New York, NY 10016-4842

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:12/27/2022

  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.

  I have attempted to cancel my membership for the last four weeks. I have gone to Crunch locations. I have attempted to call corporate and I have sent email after email. I have been paying my bill even though I have tried to cancel. When I have gone in the person the manager tells me their system is down or their manager is not available, or they have gone home or are on lunch. When I call, they constantly hang up.

  Business Response

  Date: 02/01/2023

  Good Afternoon,

  When the member called the club to request a membership cancellation by phone, which is not the accepted procedure, the manager told her that she had a past due monthly fee balance and that she needed to call ************* to do the payment.  After that the manager allowed her to send an email with the payment evidence and requesting the cancellation, so the club will end her membership. 
  
  

   

  Thank you,

• Initial Complaint

  Date:12/22/2022

  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.

  Crunch Corporate needs to handle this fraud issue for the location in *************************** on ******* is they don't have the capacity to do so. I cancelled my membership because the place is filthy and 60% of the machines were always out of order and they kept billing me now I have a collection letter saying I owe them and my account shows active still so they have been charging me and said they can't cancel unless I pay the balance off this is fraud! If they can't correct this I will be taking further action, after reading multiple reviews it looks like they often do this to members.

  Business Response

  Date: 02/01/2023

  Good Morning,
  
  Management reached out to the member to provide proof of cancellation. Proof not yet received. The members account accumulated 7 months of past due balances owed from 5/2022-11/2022. ABC notes state she was aware of past due balance owed when she spoke with ABC rep via phone.
  
  No signed cancellation member document in ABC, therefore we requested proof of cancellation from the member. Did not receive proof as of 1/31/23.
  
   
  
  Thank you

  Customer Answer

  Date: 02/07/2023

  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:12/21/2022

  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.

  We enrolled in Crunch Fitness in *********** to the closeness to our new home, we just moved from **. When we register we had a personal trainer introduce the gym facilities and himself to us, at the end of the presentation he offered his service, and since we liked the guy, he seemed genuine and friendly we gave it a shot but with the condition of training at 5 am due to our job. So now we have a PERSONAL trainer. A week went by and the schedule was an issue, he had to modify our schedules and in the second week for other reasons the kid got fired, we barely trained with him, and with a bad taste of this, we decided we don't want to continue with this. It was $500 per month for 3 months, and we barely went a couple of days to do the training. We were upset and I personally spoke with the manager and the personal trainer manager about this issue but ***********, the contract didn't specify the TRAINER, so its nothing personal about this, they won't give me a refund but they will provide me another personal trainer that I refuse to accept. WELL. After all this back and forth the managers of the store apologize about not being able to refund the money but they will make sure to cancel this program as soon as my LAST payment goes through. WELL, this didn't happen either. Oh, surprised I got charged again over and over. When we saw the charges on my account we call again the store with my wife and they weren't available so my wife sent the email but I went to the gym to speak with the manager. NOBODY knew my problem, the manager said she never met with me and the personal trainer manager said that he was WAITING for me to call after my last payment to cancel the program. When we already agree before that I didn't want to continue this and the manager said he will make sure he will cancel this after the last payment is done. . So I pay 9 times $260 - over $2000 for something I didn't receive.

  Business Response

  Date: 12/22/2022

  Good Morning,

  This member was refunded and contacted. They are satisfied with the resolution.

   

  Thank you,

  Customer Answer

  Date: 12/24/2022

  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:12/20/2022

  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.

  Unauthorized Transaction Date: December 19, 2022 - Crunch Fitness **********, ***** Over a month before the renewal date, I canceled my gym membership in person. Today, On December 19, 2022, Crunch Fitness billed my debit card a $54.11 renewal fee. I called the ********** ***** location; **************, and the manager stated that they do not issue refunds. I attempted to contact the corporate office, and their phone lines were disconnected. I then called their billing department and was informed that a franchise owns Crunch Fitness and that they could not help. I did not authorize this transaction and now have to deal with this issue through my bank. This company is scamming customers. I demand a refund.

  Customer Answer

  Date: 01/13/2023

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

  Business Response

  Date: 01/23/2023

  Good Morning,

  She came in after the annual fee was already charged and demanded a refund once the payment was already done. We don't refund annual fees.

   

  Thank you,

• Initial Complaint

  Date:12/19/2022

  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.

  I was moving from ****** ***** I spoke with a manager to get *********** transferred to *********** 8 months ago. Then 3 months ago I tried canceling but it wasn't transferred. So I tried calling the odessa store spoke with a manager and she told me she would cancel it. I just received a phone call about a late payment on my account. I called odessa again a few moments ago and the manager *** told me she wouldn't cancel it. So if I can get my member ship canceled that would be great.

  Business Response

  Date: 12/22/2022

  Good Morning,

  The member has been refunded.

   

  Thank you,

• Initial Complaint

  Date:12/19/2022

  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.

  Most of the information on this issue is in the emails that I will attach to this report. I do want to note that I never received an email from Crunch with a copy of my contract even though ****** from Crunch billing said I did. I checked and will attach the only email I got from them the day I signed up. I also want to note that if I really did think that I was the one that made the mistake, then I would just pay them and continue with my membership, but I know for a fact that I would never sign up for the top membership at any gym. If I wanted to pay $30+ a month on a gym membership then I would have gone back to Muv. I was a member there for a year and never had a problem. They are closer to where I live, have better quality equipment, a pool, more equipment since it is a 2 level gym, a movie theater cardio room, and a separate area for women to workout so they are comfortable. I only went to Crunch since that was the closest and cheapest gym around because their basic membership is $14.99. The roughly $32 I was paying a month for Muv was also for their cheapest membership. I was working full time when I was at Muv and could afford it. At the time I made my Crunch membership I was only working part-time because I was also in school. Another thing I would like to add is that I know I signed their contract at Crunch, but I believed I was signing a contract for the basic membership and ****** said that the basic memberships had a higher enrollment fee, but a lot of gyms have promotions with $0 or $1 enrollment fees, so I really didn't think anything of it. When I signed the contract, I wasn't given a hard copy or any means of seeing the contract. **** simply told me to sign the keypad so I did because I assumed they were doing their job correctly and ethically, but I guess that wasn't the case. I will also attach similar complaints made by other crunch members.

  Business Response

  Date: 01/03/2023

  Previous member number  *********- Member bought base plan upon joining and paid $1 enrollment and paid first months dues upfront (10.95)
  
  
  Joined 2nd time, 6/29/2022. Joined on Peak Results, 12 month plan, paid $1 enrollment and first months dues upfront ($40.99)
  
  
  Notations on the account that 3 months into her 2nd membership, member inquired about a BASE plan vs the Peak Results plan in club.  GM, **** discussed with member that the two of them discussed the Peak Results plan as she was interested in bringing in a guest.  He distinctly remembers this member and her signup as she was a referral/friend of a training client. 
  
  A stop payment was placed onto the account. In an attempt to touch base with *****, our internal billing **** ***** level staff) sent out emails 10/19, 10/24, 11/4, 11/14, 11/18 to member without ANY response. (attached several but not all of these emails- I can retrieve them all if needed.)
  
  
  12/9- Member emailed that she was incorrectly sold the wrong membership (attached also along with my response)
  12/12- I personally researched the notations on the account, touching base yet again with our GM, **** who continues to stand by his statement that she was correctly sold the plan she wanted and that he specifically remembers the discussion with her regarding the options for membership.  He also noted (and it's timestamped in **** that he got approval to allow for a lesser one year term vs the 2 that was the promotion for that month to help ease the member into working out with a lesser commitment.) I offered to remove ALL the late fees on the account.
  
  
  1-Member purchased the membership she talked to **** (GM) about the day she joined. The front desk manager finished the paperwork (and completed the Peak Results membership) she minutes earlier decided on with the GM.  If her theory was correct, that would mean BOTH managers on duty that day ignored her request for the Base plan.
  
  
  2-Member immediately was sent a copy of the agreement to her email the day she joined (timestamped in her account.) I can provide this as well if needed.
  
  
  3-Member even PREPAID her first months dues at signup.  If she believed she was getting the BASE plan at $14.99, then why did she pay $40.99 and why didn't she question it immediately when she paid the day she joined? Or question it when it was emailed to her that same day? 
  
  
  Member is currently overdue 3 months after placing a stop payment on the monthly charge back to September.  Again, as a courtesy, we have offered to waive the late fees for each month incurred once she has updated the billing on file and pays the balance owed on the account.
  
  
  Member has 4 total checkins since joining.

   

  Thank you,

  Customer Answer

  Date: 01/06/2023

  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 want to reiterate that I went to Crunch Fitness seeking a base plan from the start. At no point did I want or ask for anything other than the base plan. 
  The GM, ****, and I did have a conversation but it wasnt until I went back to the gym days after the membership was made. During this conversation, I remember telling him the reason I got a membership was because I no longer had anyone to go with. The only person I went with had been in Charleston for the past month and I wanted my own membership so I didnt have to rely on her in order to go to the gym. This friend has a membership at Planet Fitness and I went with her as her guest. 
  I dont believe **** remembers me as distinctly as he thinks since he fails to remember this very long conversation we had about my friend. Also, I want to add that he didnt even remember that I did in fact have an enrollment fee with my membership. In his email he states that there was also a 0$ enrollment on said membership. This is a clear indication that he does not remember the details of my membership. 
  A stop payment was indeed placed on my account after going to crunch on multiple occasions to have this error fixed. After I was told my membership could not be fixed or canceled, I had to stop payments since I was only working part time at work and still in school. I could not afford this membership (another reason why I wouldnt have asked for it). 
  I never check my bank account because Im a very cheap person and dont spend very much. I was gifted a cruise for my birthday and was out of the country for a while, so when I got back I checked my accounts for that reason. It was then I saw all of the charges and went to crunch as soon as I could to figure out why I was being charged the wrong amounts. There were three charges of $39.99 in the span of 2 months. One on July 29th and two on August 29th. Thats about $120 in two months and in total Crunch has taken about $160 from me. The base plan, the one I signed up for, is $14.99 a month which equals out to about $180 for the year. In two/three months, Crunch has already charged me $20 less than what I would have spent in a year with the correct membership.  
  Anything can be written in the notations. It does not mean that is what I agreed to or asked for. **** was also distracted that day because he was helping another client during the time of my sign up. 
  I appreciate the offer to remove the late fees, but I shouldnt be expected to pay for a membership that I did not sign up for. I have asked several times for my membership to be put on the base as it was originally supposed to be. After everything I have gone through with this company, I simply want the membership canceled. 
  I truly hope you are mistaken when you say BOTH managers on duty that day ignored her request for a Base plan since ****, the one to finalize my membership, was fired for mishandling another client's membership. I dont understand why someone who is this careless would be a front desk manager. Since it seems that **** doesnt quite remember our conversation or the details of my membership and **** was fired, I dont believe they are very reliable sources or managers. 
  I would like proof of the copy of the agreement that was supposedly sent to me. I went through my email and couldnt find anything from 06/29/2022. The only email I received from Crunch around that time was an email the next day about downloading the crunch app. 
  I was a member at Muv Fitness and the fees I paid the day I signed up were higher than what the monthly fees were going to be, so no I didnt question the $40.99. I just assumed every gym must have done that. 
  If I knew I had the Peak Results membership, dont you think I would have gone more and taken advantage of it and actually used it for other amenities at the gym? I didnt even know I had access to anything because I should have had the base plan that didnt include anything other than gym access. Also, dont you think I would have brought a guest since that was apparently the whole reason **** believed I wanted the Peak membership. 
  My theory is that this has been one huge miscommunication. Again, I request for my membership to be canceled before this has to go any further. This should have been resolved months ago. I have never had to jump through so many hoops to have a businesss error fixed before. This should have been an easy fix and I shouldnt have been threatened or deceived by a company that is obviously just going after my hard earned money. I also believe this could have been prevented if people were provided a way to read the contract instead of being told to sign a keypad. The screen is as big as my phone and most of it is taken up by the box where you sign. **** showed me the contract on the computer when I went back about the charges and had to scroll through three pages on a computer to show me I had the Peak Results membership. Three pages on a computer and Im supposed to see it on a small keypad? Really? Nothing was explained to me and my inexperience was taken advantage of. Im barely 21 years old and I have been petrified to make any kind of memberships, give any information to a business, and sign anything without reading every single word ever since this appalling experience with Crunch. I just dont understand why you cant see the fact that there are inconsistencies, mistakes, and things that just dont add up with what happened with my membership and just cancel it. Please just cancel it. I want nothing more to do with your company. 
  
  
  

   

   

   

   

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

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

  Business Response

  Date: 02/08/2023

  Good Afternoon,

  We stand by our original documentation provided in previous dialogues and attachments that she purchased a different plan than she asked for months later.  We have attempted to remedy to this members satisfaction by allowing her to move down to the membership plan she is requesting. She doesn't want that option either.  In an effort to simplify our efforts and our desire to keep our members happy, I will close her account with nothing further due.  I've also attached the screenshot of the timestamped automated email she received the day she joined as well along with a screen shot of her other membership.  We wish her a healthy and prosperous 2023.

   

  Thank you,

  Customer Answer

  Date: 02/20/2023

  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:12/14/2022

  Type:Product 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 which was $440 per month then plus membership from May 2021. There was a lot of cancelled sessions. The manager ***** told me they will refund me for 2 months a total of $880, they tried to refund but the bank stopped the payments thinking it was fraud because it processed under a different name. ***** at ********, ** Crunch was notified immediately and I asked her not to refund on the same debit card since it was no longer good. The refund was never reissued even after multiple attempts to get a refund back as promised. I have been getting a back and forth response from this manager for months now. October of this year 2022 I went to the bank and the bank researched and had no records of a refund, copies of bank statements for the dates that the ***** stated refund was issued and posted were issued to the gym plus the name of the bank representative was provided. An email was sent to ***** the Crunch Manager and it is now 12/13/2022 and no response. All proof was provided to her that the refund never went through and I still have no refund or even any response as a courtesy from the gym. I have left a message today with a representative at the gym, ****. She said the manager will not be in until 4pm. I asked if she can have the manager call me back or send me an email and I provided my availability because I have to go to work. All I need is my refund. When I spoke to ***** and plus the email she sent to me, she tried to shame me about the monthly membership fee that didn't post because they posted earlier than they were supposed to to deflect from the actual refund issue of $880. I brought to her attention to please stop digressing from the issue at hand. All I need is my refund.

  Business Response

  Date: 01/03/2023

  The member in question is still in contact with me as of this morning, and we are still trying to figure out the situation fully.  Here are the details we have so far:

  
  (2) Months were promised as a refund for ***********.  It ended up that when we contacted ************* to process the refund they had said it had processed internally through CLUB Account but we had not actually received funds from the member.  As seen in the attached document, November, December, January and February were refunded in ******** account.  Since we only received the funds for two of the months *** financial said that refunds went back to the account pulled therefore she should've received the (2) months of refund already. 
  At club level when processing a refund we can only refund back to the way that was used to pay.  Therefore, even though ****** instructed me not to refund back to that particular CARD, *** financial had confirmed that it would go back to ******'s bank ACCOUNT not the card.  
  All of this happened in February of 2022.  I hadn't heard from ****** till October of 2022 that she hadn't received a refund. 
  She did drop off a regular letter (could've been typed at home) claiming it was from a bank representative that she hadn't received any refunds.  I then contacted ************* again and they instructed me that refunds had been processed. 
  ****** and I have been in contact several times by phone and email including 10/13, 10/17, 11/2, 11/11, 12/14, 12/15 and 12/19.  
  The last conversation was on 12/19 when I had requested she show all payments made by her from her bank account.  
  The reason for this is ************* thinks that she paid 2 less times than she thinks and now we have 4 months shown as refund on our end for this reason. Which in turn would mean she received her proper refund. 
  Attached are copies of invoices paid, refunded, Membership invoices, and our email communication chain. 

   

  Thank you,

  Customer Answer

  Date: 01/04/2023

  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.

   

  I received my refund and the manager of Crunch Stanhope let me know twice that she had to give up her Holiday bonus for me to receive the refund back in full.

   

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

  
  

• Initial Complaint

  Date:12/13/2022

  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 had originally signed on for personal training from crunch last year (from the greenacers location) and then took a pause where I froze my sessions for three months. I was unaware of the charges as I was not contacted by the merchant when I did not come in. They charged me for 22 sessions of which I haven't used and would now like a refund because these are still unused training sessions but they are refusing to give me a refund after not contacting me that I was still being charged for the sessions.

  Business Response

  Date: 01/06/2023

  Good Morning,

  This member did a freeze in September of 2021. The freeze came off January of 2022. 
  
  The only form we have on file for the member is the freeze, until they canceled in May of 2022. 
  
  This was handled correctly at the club level and a refund is not owed. We are more than happy to service the sessions the member purchased. 

   

  Thank you,

• Initial Complaint

  Date:12/12/2022

  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.

  I previously signed up for personal training sessions at the crunch fitness *****, ******* location. Due to the acceptance of a second job in September 2022, I could no longer commit to the personal training schedule. I work seven days a week. This morning, I visited the ***** ******* location, because $208 was dropped it from my account today December 12, 2022 for personal training sessions. I have not had a personal training session nor have I been charge since September 2022. The representative, whose customer service was amazing, explained that the trainer placed a freeze and not a cancellation on my account and that the trainer no longer works at the location. He also explained that I could not be provided with a refund and to contact corporate. I am seeking a refund of my $208 as my services should have been canceled and not frozen. I cannot afford to take a hit such as this, knowing I cannot commit to the schedule. It also saddens me to know that your locations have no leeway with providing refund, but can charge at their leisure. Please help me.

  Business Response

  Date: 12/14/2022

  Good Afternoon,

  This member signed up for training and then froze the agreement, they did not cancel. The member didn't attempt to cancel until after the payment that was done after the freeze, which they owed. The payment is actually past due, so the member still owes us money. 

  Thank you,

  Customer Answer

  Date: 12/21/2022

  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:

  [Your Answer Here]

   

   

  I dont owe you all any money. I never attempted to freeze anything and no one from your business has attempted to contact me regarding my complaint. How can you come to this conclusion without even speaking to me? Not via email or phone. I can produce records to show that.

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

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

  Business Response

  Date: 05/04/2023

  Good Morning,

  Membership is being paid, that's correct. My response was in reference to the personal training agreement. 
  
  The member froze. The member then came off freeze and per the agreement they owe one more payment after the freeze. 
  
  I already sent the Freeze Document and Cancel Document she signed in the previous email to show this also.
  
  Here is PROOF that they are past due on PT...

  Thank you,
  
  

  Customer Answer

  Date: 05/05/2023

  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:

  [Your Answer Here]

  This company is incompetent and I am thoroughly convinced that there is NOT a real human responding to this complaint. I have not spoken to anyone regarding this complaint, and no one has reached out. Therefore, I wouldve been able to provide context as to why that December payment was not authorized. I requested to cancel my services back in September however, the gym decided to freeze my account. This was done by a trainer that is no longer employed by your company, and I have proof that she did the same thing to others. I am not the only complainant.  Once I was charged, I disputed the charge after the gym correctly canceled the personal training subscription. I am not past due on any personal training at all! This company is full of liars, and I will be canceling my membership with them. I will advise others to do the same. I am amending my five star ****** review to include the incompetency of this office and whoever is behind the computer. FRAUD!

   

   

   

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

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

• Initial Complaint

  Date:12/09/2022

  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.

  I purchased monthly Personal Training sessions in August 2021. On November 14, 2022, I requested by phone for Crunch Fitness, Rocklin to cancel my reoccurring monthly personal training sessions. I needed immediate surgery to repair 2 torn ligaments in my elbow. The Crunch employee said he would cancel it that day and I would not be charged. I received a phone call a few hours later from ********, the Fitness Manager, and he told me I needed to come to the gym in person to cancel or freeze the monthly personal training sessions. At that time I expressed my concerns that the charge is withdrawn out of my credit card on the 16th of the month and I would not be able to come in person to the gym until November 16th to sign a form. ******** reassured me that he would get it my personal training canceled and I would not be charged the $200 on November 16th. I went into the gym on November 16 and met with ******** to sign the form to freeze my personal training. At that time I asked ******** to please confirm the charge will not be processed, he said if there are any problems, he would notify me before I left the gym. He never spoke to me of any problems so I left the gym confident ******** canceled and no charge would be processed. On November 21, 2022, I notified my personal trainer, Vanae that I was charged $200 on November 16, 2022. She said she would speak to ******** and get this corrected as soon as possible. He told ***** for a week that he would call me and never did. ******** texted me on November 28, that he was sorry he was unable to prevent the charge but the account was now frozen. He said the $200 will not be credited back but I will have the sessions to use in the future. He also told me that he never promised me that the charge would not be processed. I have requested multiple times to ******** and **** (Front desk Manager) to provide me with a supervisor above them to help resolve this. I keep getting the run around and no supervisor information has been provided. to me.

  Business Response

  Date: 12/12/2022

  Hello,

  We're sorry to learn of your experience, and we apologize for your frustrations.  Please reach out to *************************************************** with your complaint.  Please be sure to include your BBB complaint number and supporting documentation for our review.

  Crunch Member Services