Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested to cancel my gym membership since August of this year, yet they still charge me monthly. I have called, sent an email, and went in person to cancel. This is illegal according to the ***

  Business Response

  Date: 01/24/2025

  Good Afternoon,

  Management Response:

  ******* ******** cancelled his membership via SMG (our online member services portal) on September 18, 2024. 
  In accordance with his agreement and our 30 day cancellation policy, his final bill for his membership dues was on 10/15/2024 in the amount of $27.61.
  No other charges have been charged after October. 

  Thank you,

  Customer Answer

  Date: 01/27/2025

  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:10/25/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 last day using the facility was March 14, 2024, at which point I canceled my membership with a staff member at the front desk. I was assured that my cancellation was processed and that no further charges would be applied. Unfortunately, I have since noticed charges on my account for the following dates:$418 on April 4, 2024,$418 on May 5, 2024,$418 on June 6, 2024,The total of these charges is $1,254.00, which I believe was made in error since I have not used any services at Crunch Fitness since my last day on March 14, 2024. It appears that my account was not properly removed from the system as I was informed it would be.I just want a refund for $1,254.00

  Business Response

  Date: 12/03/2024

  Good Afternoon,

  Management Response:

  ******** ******** activated a personal training program in the Staten Island ******* in November of 2023. 
  She continued to use her training sessions until March of 2024. 
  Her last check into the club was on June 7, 2024.
  There is no personal training cancellation form on file. 
  In August of 2024 Anayansi entered the facility without checking in, walked past the membership desk and entered the training office. The training manager was in the office. ******** procdeed to call the manager a vulgar name and accused him of taking her money. 
  The situation was de-escalated by the General Manager and the Training Manager. ******** left the club. 
  Billing information:
  Last training bill date where we actually collected the payment was on June, 6 2024. The program was cancelled in the system on July, 8 2024.
  Anayasi did a bank charge back for  ****** ****** *** and June. 
  The facility billed her according to the program agreement she entered. There is a record of usage from March-June that she could have engaged any staff member, manager to inquire about her program. 
  On Oct. 23, 2024 Anayasi reached out to our Regional Billing Manager via email where she requested the months she charged back. Anayasi was asked to produce her cancellation form, and she could not do so 
  Her request for a refund was denied, as she already received the return from the bank.
  
  
  Recap: Anayasi did not cancel her program. Realizing she was being billed, was inappropriate in the club,and charged back the invoices. 
  We do not owe Anayansi anything at this time. We followed our cancellation process as stated on the program agreement. 

  Thank you,

  Customer Answer

  Date: 01/14/2025

  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:

  Dear Better Business Bureau,
  I am writing in regard to Complaint ID #******** against Crunch Staten Island. I respectfully request that this complaint be reopened because the resolution provided by the business does not address the key issues outlined in my original complaint. I was only about 6 days to respond and I have a valid response but I am close to 30 days late. Please help me reopen this case.
  The businesss response contains inaccurate statements and does not reflect the facts of the situation. Specifically:
  1.       The business claims I did not properly cancel my personal training program, which is incorrect. I followed the appropriate steps to cancel, but their internal process failed to reflect this.
  2.       The business falsely alleges that I continued to use the program after cancellation, which is untrue. I ceased usage as of [insert specific date if known].
  3.       The allegations of inappropriate conduct on my part are unfounded and defamatory, without any evidence to substantiate them.
  4.       I pursued a bank chargeback due to unauthorized billing for services I did not use or agree to, which was a necessary step to protect myself financially.
  The resolution offered by the business does not address these fundamental issues and leaves me without a fair outcome. I am seeking a refund for the unauthorized charges and an acknowledgment of the mishandling of my cancellation request.
  Please let me know if you need any additional information or documentation to support reopening this complaint.
  Thank you for your time and assistance.
  Sincerely,
  ******** ********

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

  Business Response

  Date: 04/15/2025

  Good Afternoon,

  Management Response:

  As stated below there is no refund because ******** ******** was NEVER Charged.  Any payments from March 2024 - June 2024 were returned not payable.  Unless she can provide specific proof of these charges on their bank statements, with documentation from the bank of no reversal of payments there is no refund for funds never collected, that would be fraud by the consumer.  As we've asked, to send your proof of charges to ************************************************************.  If you don't have any proof, please discontinue these false claims. In addition, even if we collected the funds, which we did not due to the bank not releasing the funds to us, Non-usage does not warrant a refund. 

  Thank you,

  Customer Answer

  Date: 05/23/2025

  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:
  Dear ********* *****,
  Thank you for providing Crunch Staten Island's response to my complaint (ID #*********.
  I strongly dispute the business's claim that I was 'NEVER Charged' and that payments were 'returned not payable'. There appears to be a persistent misunderstanding regarding the specific months in question. While their response refers to March, ****** and May 2024, the erroneous charges I am disputing are clearly for April 4, 2024, May 5, 2024, and June 6, 2024, totaling $1,254. My last day using the facility was March 14, 2024, at which point I canceled my membership.
  I want to emphasize that I absolutely was charged for these three months. While my bank initially took the funds back, a correction was subsequently made, and the funds for these three months ******* **** and June 2024) were ultimately transferred to and retained by Crunch Staten Island. This means the gym did indeed receive and keep my payments, contradicting their assertion that funds were never collected.
  Furthermore, Crunch Fitness attempted to charge an **************** card under my son's name, ***** ********, for a transaction amount of $1,672.00 on July 31, 2024, related to "**** ****** ****** ***" This is another clear instance of their erroneous billing practices even after my membership cancellation.
  I have compiled the specific proof of these charges from my bank statements, along with documentation demonstrating the ultimate transfer of funds to Crunch Staten Island despite the initial bank action, and also the **************** transaction attempt. I will be sending this documentation directly to ********************************** as they requested, providing clear evidence of these transactions.
  I request that this complaint remain open pending their review of the provided proof and a resolution to refund the $1,254 in charges that Crunch Staten Island collected for ****** **** and June 2024 on my Santander Checking Account Account.

  
  Sincerely,

  
  ******** ******** 
  
   

  
  
  
  
   
  

• Initial Complaint

  Date:10/21/2024

  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 went to crunch fitness south located at ************************************************************************************************. I have been trying to cancel my membership for months. I have a recent medical condition. I went there twice and was told it was cancelled by the managers working that day. I was still being charged. A family member still goes there and she is friends with the owner ***** and was friends with ******* ******* whose uncle is also an owner. ******* told my family member, no problem its cancelled, yet I am still being charged, two months later. So they owe me $98.02. I also found out peak membership (which I have) is supposed to be $46.98, yet I was being charged $49.01 which I recheck a week ago. So not only do they not let you cancel your membership when you cancel it and they fight with your bank to **** every ***** out of you, they have been overcharging and cheating me for a year. I want to stop being harassed by them and to get my 2 months back after I cancelled that they got from my bank, I would also appreciate that they dont cheat me. They already overcharged me for a year! This is a problem with everyone who tries to cancel at crunch whether it be a membership or training, people are charged months and months after they cancel. Even Planet Fitness cancels you day of with no problems or questions. Im so disgusted especially being sick dealing with this having to run there, have family go, call my bank, write them emailsnever again with crunch. I do not recommend this business and the scams they play

  Business Response

  Date: 10/24/2024

  Good Afternoon,

  Management Response:

  ******** Acres cancelled on August 6th. Following our 30 day cancellation policy she was billed one more time Sept. 6th.
  ******* did a chargeback for that invoice. $49.01
  We billed her again, due to the chargeback on Sept. 26th. 
  ******** did another chargeback for that invoice.
  She received both payments back as a result of the chargebacks.
  No refund should be issued because she received all paid invoices. 
  She has been officially canceled on *** as of August 5, 2024.

  Thank you,

• Initial Complaint

  Date:07/31/2023

  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 was a member of the Crunch Staten Island, ************ road. I joined for maybe a month and had to move out of state with short notice. I went in to cancel my membership and explained my situation, also that I was having issues with my personal banking information and that Ive had to close most of my accounts because Im not sure how someone else was using my card information. I did this before my my account was due; however, they told me I was one day late and I still needed to pay the membership dues. I told them I didnt have anything to pay them with. I have a picture of the request to cancel; however not they are threatening to send my account to collections and I am still being charged as a member

  Business Response

  Date: 08/10/2023

  Good Afternoon,

  We've communicated via phone with *************************** and she sent me a copy of her cancellation. She came in on the 28th of June to cancel. Her billing date is the 28th of each month. She also had an annual fee which was due on the 27th of June and she refused to pay. She was advised per her agreement in order to cancel she has to give us (Crunch) a 30 day notice, meaning that she was responsible for only one more monthly fee,  which she refused. She was also advised that in order for the cancellation to be  processed her account needed to be at $0 balance.
  
  Attached is a copy of her cancellation request  

  Customer Answer

  Date: 08/11/2023

  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]

   I spoke to the workers at the desk and over the phone and explained that my accounts were on hold because of issues I was having with my bank accounts and that someone had hacked into my personal account and was using my cards; therefore leading to me closing these accounts and that they would be unable to charge my cards. I gave all this explanation over the phone and at the desk, so as a business, you guys should have at leas put a hold on the account rather than having it constantly being billed  and having collectors calling me. You guys were calling me everyday after I explained a situation to you.  How was I to pay? If I told you my cards were closed while we figured out where the breech was? So of course I wasnt going to pay because I told you guys and still kept billing  

   

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

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

  Business Response

  Date: 08/28/2023

  Good Afternoon,

  As stated prior on 6/28/23 *************************** came to the club to cancel and was told as per her agreement she has to give a thirty day notice. We understood that ******************* was having issues with her credit card and couldn't pay the 30 day notice at that time,
   of cancelation. However, ******************* is still responsible for any payments that fall within her thirty day notice period. Payments were due on 6/27/23 and 6/28/23 ******************* came into the gym to cancel on the 28th, meaning that she was still responsible for any payments due within those 30 days and that is clearly indicated in her cancelation form as well as her membership agreement. In a good faith all other fees will be waived if ******************* pays the balance which was due at the time of cancellation ($111.20). Also she will not be sent to collections. 

  Thank you,