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:10/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of crunch since before they opened November 2021. I recently froze my account for the month of September 2023. I called into the gym on 9/29/23 to extend the freeze due to health and financial problems. The general manager **** told be I have to pay for the month of September even though I froze my account and haven't been there since late august. I hung up on him because he refused to look into it or waive the fees for a month I wasn't there. I waited a while then called back asking to speak with *** that is higher up there and **** the GM refused to let me talk to him. After how u was treated I will never go back to crunch in mechanicsburg, the GM **** completely ruined it for me there which is a shame. I just need to make sure my account does get cancelled and they don't keep trying to charge my cards.

  Customer Answer

  Date: 10/02/2023

  Hello, with my past message. If someone can make sure Crunch cancels my membership. 

  Business Response

  Date: 10/11/2023

  We appreciate the Better Business Bureau's involvement in addressing ***************************************** complaint; however, it's imperative to highlight that ************************ request for an account freeze and cancellation is subject to the 10-day policy, which is explicitly outlined in the agreement she signed with our company. At the time of her request, her account was past due, as per the agreement, and it remains delinquent. ******************** is bound by the agreement until her account is brought current. Once her account is up to date, she can cancel at no cost outside of the 10-day window before her next billing cycle; otherwise, she is responsible for the final month's dues. We have attempted to work with ******************** throughout her membership, but her delinquency and failure to maintain a valid payment method have posed challenges. We remain open to resolving this matter in accordance with our agreement's terms and appreciate the opportunity to clarify the situation.

  Customer Answer

  Date: 10/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************