Complaints

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

• Initial Complaint

  Date:09/09/2024

  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.

  I joined Crunch West Babylon in January 2023. The gym is clean, pleasant and very well staffed. Unfortunately, my Mom became very ill in the summer and went into hospice care in November. In December, on about the 12th, I asked for a 3 month suspension of my membership so that I may take care of Mom. I was charged on 12/27/23 and 1/27/24 and I shouldnt have been. In January, I had a bad eye bleed and was told my eye had to heal. I went to gym to cancel my membership in February 2024. I have a receipt for the cancelation. In ************ I was charged again. I went in May to inform Crunch. The charges were supposed to be reversed. But, I was again charged in June 2024. I called and I, again, went in on July 23 to have charges reversed from December 2023 to June 2024. I was told the manager had to approve it. I was called on July 25 and was told it would take 3-5 business days to get my money put back into my account. It has now been more than 25 business days (5 weeks) and nothing. I shouldnt have to go back to the gym, after I have been there and called multiple times to beg for what shouldve been refunded, $192.44, weeks ago.

  Business Response

  Date: 09/24/2024

  Good Morning,

  Management Response:

  I have attached documents looks like customer froze in Dec ******* for the time period of 12/26/ 2023 to 02/26/2024-  she was charged ***** but that was for a payment she owed in Nov that was declined and charged late fees. She was also charged her Annual of ***** on 1/30/2024 which she is not entitled a refund and must pay during a fee. There are no documents showing that she cancelled in Feb in the system but a document was brought in to show she did. The only Refund she is entitled to is for April *** and June in the total of $ *****. I will put in the request for this to be processed for the amount mentioned above.

  Thank you,

  Customer Answer

  Date: 09/24/2024

  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:

  There were 2 monthly charges in December & 1 in January. 
  january $26.49 & 1 in December $26.49  should be retnd for total of $52.98 more

   

   

   

   

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

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

  Business Response

  Date: 09/26/2024

  Good Afternoon,

  Management Response:

  So I found that she froze in Dec 2023* till Feb 2023 * she paid in gym before freezing and system still charged dec and Jan * refunding the 26. 49 x 2 * she already has been refunded the other amount * attached invoice and freeze form. Requested refund with ABC 3 to 5 business days

  Thank you,

  Customer Answer

  Date: 10/01/2024

  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,
  
  ******* ****