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 International

  6000 Medlock Bridge Pkwy Johns Creek, GA 30022

• 

  Crunch Fitness - Creedmoor

  6300 Creedmoor Rd STE 150 Raleigh, NC 27612

• 

  Crunch Fitness, Citrus Heights

  6124 San Juan Ave Citrus Heights, CA 95610

• 

  Crunch Fitness

  17810 SW Kinnaman Rd Beaverton, OR 97078

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:12/09/2022

  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 At that time I expressed my concerns that the charge is withdrawn out of my credit card on the 16th of the month and I would not be able to come in person to the gym until November 16th to sign a form.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

• Initial Complaint

  Date:12/08/2022

  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.

  My location closed on ************ in Brooklyn ********, but I've continued to be charged for my membership. There is no number to contact for customer service, and the number listed on their site says to go to the site as the number is not monitored. The website won't let me contact the gym, so there is no one to contact to cancel my membership and get reimbursed for the months it has been closed. I don't recall what month it closed, but I am still being charged monthly as of December 1, 2022 as seen in the attached screenshot of my credit card statement.

  Business Response

  Date: 12/08/2022

  Hello,

  Thanks for your concern and apologies for any frustrations caused. When the location closed all members were emailed about an upgrade to the membership at no additional cost and a transfer to the ***** ******* location. Additionally, it had instructions to follow if you did not want to continue your membership. Our emailing system records show you received this communication on Oct 3, 2022 at 1:14 PM EDT, please be sure to check your spam or junk folder to review it as it is confirmed as delivered. We have cancelled your membership to avoid further charges. If you have any further questions, please contact us via email at ***************************************************.

  Crunch Member Services

  Customer Answer

  Date: 12/09/2022

  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 checked all of my folders and do not see an email regarding the gym closing. Thank you for cancelling the membership now, but I still would like a refund for November and December. 

   

   

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

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

  Business Response

  Date: 12/14/2022

  Hello,

  Attached is the image from our emailing system showing it was sent and delivered, it was definitely received to the email address shown. Unfortunately, we wont be able to refund any charges without proof of a written cancellation being requested prior to any billing dates in question. 

  Crunch Member Services

  Customer Answer

  Date: 12/15/2022

  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 have received emails from Crunch before when I signed up, but their email about my location closing must have conveniently / intentionally been tagged to go to spam, so it wouldnt be easily received. My spam auto deletes after a month, so id they did actually send it I never saw or received it  They are refusing to refund the membership charges after they closed my location.

   

   

   

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

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

• Initial Complaint

  Date:12/07/2022

  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 requested a free trial at Crunch Fitness at the end of September 2022. My very first time walking through the door, I was already being pressured to purchase their most expensive membership. I was then scheduled for a personal training consultation that I told was free and was then charged around $38 for. During that personal trading consultation, I was practically bullied into purchasing a personal training plan for $180 a month on top of $30 membership. The trainer was so rude. When I went for my first training session, the trainer gossiped to the manager about another trainer the whole time and I was uncomfortable. A week after, I had an out of state emergency and I was unsure if I would be returning. The gym agreed to freeze my membership. When I called to cancel at least the personal training because I had made the decision to stay out of state for the foreseeable future, the refused to cancel even just the personal training. I cant get anyone to return any phone calls or emails. Im now out of state so I cant just go speak to someone in person. Theyre very rude. I want the membership cancelled. I went 3 times within a month, was bullied and pressured. Had I gotten a true free trial, I wouldve never signed up because Im feel so uncomfortable there. The lack of professionalism.

  Business Response

  Date: 12/21/2022

  Good Afternoon,

  *********** in and signed up for the base 1 year commit by her choice as we do not pressure anyone into signing up. Also, we recommend the flex memberships, but she decided to do the one year commit instead. She then booked her crunch one kickoff that was complementary and was never charged for so i am not sure why she thinks she paid $38 for it. She then purchased training due to her wanting it and signed a personal training agreement on her own and they showed up for Mutiple sessions..
  

   

  Thank you,

  Customer Answer

  Date: 12/22/2022

  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:

  [iYour Answer Here]

  The business does pressure you into purchasing the highest of the memberships because that is the only one discussed when you go in for the orientation, there is no going over membership options. They do not go over their policies about a 1 year commitment. I believe I was charged because after it was scheduled for the kick off appointment I was charged $38 and have the bank statement to prove it. I signed up because no matter how I tried to leave even after my card was declined, your training manager wouldnt take no for an answer. I was in your gym a total of 3 times, where are you getting multiple sessions? Once for the orientation. Then for the kick off appointment. Last for a training session where my trainer gossiped about another trainer to the district manager. The lack of professionalism in the establishment is embarrassing and concerning. Learn to communicate with your customers and drop the attitudes.

   

   

   

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

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

  Business Response

  Date: 01/04/2023

  Good Morning,

  The kickoff was free. That charge was her monthly dues. She signed up in September for $1 down rest of the month free. Her first month's charge was on the 10/1 but was not collected until 10/3.

   

  Thank you,

  Customer Answer

  Date: 01/06/2023

  Better Business Bureau:
  
  I no longer wish to correspond with this business 
  
  **************************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/06/2022

  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.

  Date of Transaction: 10/28/22 Amount of Transaction: $342 Personal Training Sessions Overcharged On 10/28/22 Crunch ************** Personal Trainer *********************** had advised me that my card on file (Discover Card) was not working and that I needed to pay for the sessions, immediately when in reality my Discover card was already charged on 9/9/22 & 9/20/22 for $114 each and my debit card was charged on9/26/22 f for another $114 totaling to $342. Believing in her lies, I right away paid another $342 through my debit card on 10/28/22. After checking both of my Discover and Debit card records I've found that the $342 payment on 10/28/22 was redundant and right away I brought it to the Personal Training manager ****'s attention on very next day, 10/29/22. ****, being a gentleman , canceled the transaction, right away, on 10/29/22 however, it still required his manager's approval for the refund to be processed. Please be advised that the refund initiation was processed within 24 hours, which is within the 72 hour refund guidelines set forth by Crunch Corporate. Today is 12/3/22 , 35 days after the refund initiation and unfortunately I still am getting run around by the new manager ****, ******, the former manager couldn't deal with the location's lie and deceit strategy and had decided to step down from management. I'd sincerely appreciate an immediate resolution to this modern day lie, deceit and thieving strategy and a full refund for overcharging my account! Thank you

  Business Response

  Date: 12/12/2022

  Good Morning,

  There was an error at the club with this member for one of the payments. We returned the pending payment so that the member would not be billed, however the amount collected was one payment more than it should have been to complete the terms of the agreement. A refund for $114 has been submitted for this member. 

   

  Thank you,

• Initial Complaint

  Date:12/06/2022

  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.

  Crunch in ******** closed down and membership was transferred to another location without consent. Automatic withdrawals continue despite several emails.

  Business Response

  Date: 12/21/2022

  Good Morning,

  When Venture Fit closed ******** they did transfer all members to ********* and lowered all members dues to ********* pricing.  I am not sure if or how Venture Fit informed members of this transfer, but I assume their membership agreement allowed them to take this action. 
  
  I have asked ***** to cancel this membership immediately so there will be no further billing.  If this member has evidence that they tried to cancel previously then, based on the supporting documentation we would of course be willing to refund the dues we collected since Oct 1, 2022 (the date we took control of *********), but any refunds for periods prior to Oct 1 would need to be paid by Venture Fit. 

   

  Thank you,

• Initial Complaint

  Date:12/05/2022

  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 humiliated today at the ***** **** Crunch Fitness Center, ********************* in *******, *******. The front desk associate refused to listen to me. ************ would not let me speak. After interupting me several times and accusing me of illegally using this facility threatened call police on me. The entire situation was totally unprofessional. She obviously knows absolutely nothing about customer service. If she would of looked closer into my account she would of seen that i had several membership changes. I was a prior ***************** member, upgraded to the highest membership. But then decided that to downgrade and only use the ***** **** Crunch. I had to complete this paperwork twice with two different associates. Was promised months ago, that i would not be stopped again. But money is coming out of my acount. Ive used rhis gym since downgrading. Its obvious someone on the business end didnt do what they should or she obviously needs more training. This is the first day i have seen this associate. Very proud to tell me that she was the assistant manager. Her tactfulness and ability to handle a simple issue was a disgrace. Not to mention the music that is played in this gym is offensive. The lyrics are sexual in nature and blares foul language. Not once did i ever threaten her. For her to call the police on me was unacceptable. Wouldnt it be a clue if the member is upset and telling you they are paying customer and have been using this location since downgrading, youd look into it further. Not on their time!!! that you should look into it further and not on the custtomers time. She would not even allow me to go in and tell my gym partner that I was not allowed in. I have never in my life experienced anything like this. Could she not have written my info down and talked to mgmt about it later? Look into issue first? Maybe allowed me to work out and ask me to stop by on way out or call mgmt to discuss. I mean whats with the embarrasement. Unacceptable! I am infuriated.

  Business Response

  Date: 12/21/2022

  Good Afternoon,

  After reviewing the account there is a downgrade form on file 9/20/22 which we processed for October. She has a ***************** account so that is where her base access was allowing her to go. The transfer document wasn't processed until 12/7/22 which is AFTER the events in question but since started going to ***** **** everyday as of 9/23/22. Based on her usage and comments of being stopped regularly at ***** **** makes sense. Not sure why they wouldn't have submitted a transfer document sooner. 
  
  I will contact the General Manager there and have her reach out to this member. 

   

  Thank you,

• Initial Complaint

  Date:12/02/2022

  Type:Sales and Advertising 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.

  Back in 2021 when I Lived in south beach I had a membership with crunch then I was offered a job in ******* where I had to move to *******. I talked with a manager that no longer works there about terminating my membership and he told me he would take care of it. This entire time since October 2021 Im under the impression that my membership with crunch is no longer active until a couple of weeks ago when I received emails that I have a past due balance of $150 because I changed my credit cards because I lost my wallet. If it wasnt for me loosing my credit card I would be getting charged all this time without me noticing. I tired to speak with the general manager but she would avoid me at any cost. They told me I had to come in person to cancel my membership so I had to fly into miami to cancel my membership only for a manager name ******* to tell me he cannot cancel my membership until I pay that amount which I refuse to pay for a product I have not received in more than a year. This is absolutely disgusting but this staff, they were never friendly when I attended the gym especially the general manager name *****.

  Business Response

  Date: 12/02/2022

  Hello,

  Our records show that we have already been in touch with you regarding your concern and request. We apologize for your continued frustrations. We reviewed your account, notes, and available documentations again. We regret to inform you that we stand by our final decision and there is nothing more we can offer without proof of a cancellation request. As previously mentioned, all requests need to be made in writing per agreement terms and conditions and there isn't record of a request. The agreements also aren't based on usage. 

  Crunch Member Services

• Initial Complaint

  Date:12/02/2022

  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.

  Here is my story that adds to many unsatisfied and appalled customers;I was going overseas for little over 2 months, So I asked to freeze my membership and it was done dated 08/07/2022 to 11/07/2022. I came back and went to let the Crunch Hillsborough Fitness that I was back and I was having problems with the fact that they no longer offer ********** and I was unable to find space for my 2 year old back to school. While waiting for an opening which will be February 2023, I decided to cancel my membership and go elsewhere where they have child care so I can continue my fitness wellness while waiting for her opening Feb 2023.To my knowledge, it was approved and they sent me an email to confirm it. So he said he will give me refund, and the refund never happened, instead I was asked to pay $24.71 because they decided to charge me for October.I have supporting documents that shows what I have and what he is saying. ***** went further to ignore my request and when I decided to pay What they say I owe I demanded him to cancel my membership with immediate effect because of the unpleasantness, bad attitude and unprofessional demeanor. He then told me to bring a letter for cancellation, I brought the letter 11/17/2022, and he again said he will send a request to Corporate office and that he will call me 11/22/2022. He never called and I went back 11/28/22 and that is when I was told I owe $49.90. After he admitted that they made a mistake by charging my account because it was on freeze (I have some of our conversation on recorded video So I paid that after I told him I was going to dispute the charge with my credit card company (which I havent done yet). He then cancelled my membership effective 01/07/2023, after I paid of course. He decided to date cancellation effective 01/07/2023 but their policy is 30days. So from date that he decided to go by was 11/28/2022. That effective cancellation is not 30 days. As many reviews suggest they buy time to charge again.

  Business Response

  Date: 12/15/2022

  Good Morning,

  The Freeze of 7/7/2022 was processed for 3 months August, September, October
  The freeze of 10/24/22 not processed by FCS No note left. But according to policy, the member could not freeze over 3-months without proof for an extension No proof provided.
  The freeze of 11/17/22 not processed no note
  Refund for missed freeze Note left Denied Unable to process without Supervisors approval (Need a waiver of the Crunch Freeze Policy) see below
  Refund of 11/28/19 Not processed because of Note (see below highlighted in yellow)

   

  Please see attached.

  Customer Answer

  Date: 01/18/2023

  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:
  

  
  

  This is to notify you that I have not heard from the company. I apologize for not seeing your email sooner. What is next?
  
   
  
  
  ***** * ******
  
  Founder & CEO 

  
  

   

  
  

   

  
  

   

  
  

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

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

  Customer Answer

  Date: 01/22/2023

  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 Freeze of 7/7/2022 was processed for 3 months – August, September, October
  The freeze of 10/24/22 not processed by FCS – No note left. But according to policy, the member could not freeze over 3-months without proof for an extension – No proof provided.
  The freeze of 11/17/22 – not processed – no note
  Refund for missed freeze – Note left – Denied – Unable to process without Supervisor’s approval – (Need a waiver of the Crunch Freeze Policy) – see below
  Refund of 11/28/19 – Not processed because of Note (see below highlighted in yellow)
  The membership has been cancelled, but no refund is due at this time.

  The freeze 10/24/22 not processed because "NO NOTE LEFT".. as per above response from company. WHOSE FAULT IS THAT? there was no note left after the freeze was authorized by the Manager, whom later agreed that they made a mistake. I have a recorded video of our conversation. (SO IT IS NOT ACCORDING TO POLICY TO SAY ONE THING AND FAIL TO NOTE THAT)

  11/17/22 Freeze was not processed because I requested to Cancel. SO I shouldn't have been charged for October had they "left the so called note" and November. SO I NEED REFUND FOR 2 months.

  They failed to accommodate me with need for child care because they no longer offered Child Care and I asked to cancel.

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 02/21/2023

  Good Afternoon,

  The member states that the freeze was not processed because she requested to cancel; yet there is no written proof that she had cancelled on 11/17/22. Her membership is cancelled, however, we are not issuing out a refund.

  Thank you,

• Initial Complaint

  Date:11/30/2022

  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.

  In September 2022 I signed up with a representative ******* for a free 30 day trail at the ************ location. Per the contract I canceled within my trail period via email which is what it states in the contract. Contract states the cancellation request must be emailed to ******************************************** I sent my email to that email address within my trail period. I was then charged ***** from crunch fitness, which was rejected by my bank. I then called crunch fitness and explained the situation to the rep that answered the phone- because a manager was not available, she then told me to send another email so that my request can go to the top and my request can be processed. I followed the instructions she gave me and a week later my bank account was charged twice by crunch fitness for *****.. Crunch processed one charge using my checking account number and another charge using my debit card number! I am so upset by this...I then called crunch fitness again and requested to speak to a manager and every time I call no matter what time of day, I'm told no manager is available to come to the phone! The representatives that answer the phone are very rude and dismissive. I signed up in good faith to try out your facility but due to illness it wasn't going work out for me, so I cancelled within my trail. I have sent a total of 7 emails to the manager and general manager and have not received a follow-up. Terrible customer service- so disappointed- if feels like a scam to me....please honor your cancellation policy cancel this membership without penalty and refund my two charges of *****.Account # *********

  Business Response

  Date: 12/14/2022

  Good Morning,

  Followed up with ************************* by calling and no answer. left a voicemail. I also responded to an earlier email she sent in regards to her contract. i emailed again today to ask that she call me to discuss her membership.

   

  Thank you,

  Customer Answer

  Date: 12/16/2022

  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: The issue was not resolved satisfactory, I spoke with the Manager a female- who was rude and was not able to explain the charges to me- I was then charged again 1 week later for ****** - I have left messages for a return call- no response and none of the staff can explain to me why I was charged again. I was not in a contract it was a trail- I have had to dispute all charges with my bank- I just want this to stop.

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 12/20/2022

  Good Afternoon,

   I contacted ******* and I cancelled the membership and explained what the charges were. Advised charges would stand and no future billing will occur.

   

  Thank you,
  
  
  

• Initial Complaint

  Date:11/30/2022

  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 followed all instructions I was given to transfer my membership, and then cancel it. I was told that the cancellation was taken care of. On 11/14/22, I was told that the membership was never canceled because there was an invoice that was due on 12/7/21 that I was never informed of. There were discrepancies and misrepresentations by Crunch that caused confusion and misunderstanding as to the legal obligations and remedies to the transaction. First, I became a monthly member at the ************ (**) location in 8/2021. I moved to *******, so on 10/3/21, I went to the ** location and requested to be transferred to ********. I was arranged to sign a document that confirmed the membership transfer and was told this was all that was required. I completed the form and informed ******** that I transferred from **, and then proceeded to use the gym with no issues or questions. The machines were often unusable, so on 11/17/21, I called ******** and asked to cancel my membership. The person I spoke with asked for my information and then told me that I would need to cancel the membership in person at the ******** location. I showed up to cancel in person on 11/26/21. I spoke with the front desk and with a cancellation letter, told them I wanted to cancel. They began the process in their system, but then said I needed to contact ** to finalize the cancelation. This should not have been my responsibility. Nevertheless, I emailed the manager from ** on 11/30/21 and asked to finalize my cancellation. He said he would take care of that as I had fulfilled my obligations, and my membership would expire on 12/10/21. He did not tell me that I would be charged on 12/7/21 for another month, neither did the ******** gym. If I knew this, I would have simply provided my updated CC #. On 11/2/22 I received an email from a debt collector. I then found out that Crunch never canceled my membership, even though I formally requested to cancel in person with a letter on 11/26/21.

  Business Response

  Date: 12/16/2022

  Good Morning,

  Unfortunately, this member doesn't exist in our database which likely means she was never actually transferred over from AA. 
  
  I can contact their Manager and seek further information, but that also means her complaint should be with them. We apologize for the inconvenience.

   

  Thank you,