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:12/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 PSCd in June of 2023 from *************, ** Area. It was a fast move so I had to called and cancel all my memberships over the phone. I called Crunch Fitness and explained the situation to them and they refused to cancel my membership unless I come directly into the store which isnt possible since I am deployed. They still refused to cancel and have now charged me $311.58 since then. I would like them to cancel my account and give me a refund.

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 had a membership with this gym since it opened. I moved to ** in July and requested to cancel the membership. The computers were down, and I was told it would be taken care of. It wasn't and I was charged again. When I called, I was told nothing could be done over the phone, so when I came to town for work in October once again, I physically went in to cancel and guess what the computers were down again. They wrote my information in a book to cancel and low and behold still didn't cancel it. Of course, I called and raised h*** in November when I was charged again. Now I am being told that the dues I was charged were contractual and they refuse to refund the 3 months they charged in error.

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 tried numerous times to cancel my policy and they refuse. I have never stepped foot in the facility once. I have already paid in full one month and now they say I owe 120 dollars and refuse to cancel me unless I pay. Crunch fitness in ************* ***** is holding me hostage!!! I want out of the contract!!!

• Initial Complaint

  Date:08/04/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 July 2021 my son signed up for a gym membership with an Adult signing for him. My son was 15 at the time. My sons name is typed along with his phone number at the portion for where he could get his gym membership card to sign in. Everywhere else is the initials and signature of the Adult responsible. When my son stopped going to the gym the Adult was supposed to have cancelled it. Instead he must have just stopped paying because it went to debt collections. I called June 30 and spoke with ******** who said everything was sorted out and nothing else needed done. Today e went to the gym and spoke with ********* and Tamilyn as they keep calling. I offered the phone number of the Adult who did all the signing but they refused it. They refused to give me any other ways to contact someone higher other than a media email. I was told he was responsible so he could pay it or he could rejoin the gym for 6 months with $10 down today. Nowhere did my son sign his name. Its wasnt my sons credit card. He didnt have one. Nor did he have any proof of ID. It went into debt with him as a minor so he isnt responsible.

• Initial Complaint

  Date:04/21/2023

  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.

  February 13, 2023: Signed a 90 day with Crunch Fitness (*************) for ***************** services. Three (3) sessions/week for twelve (12) weeks at $60/session, paid at $360 every two weeks. February 16: Payment $360 charged, posted February 17th.February 20: First Session February 27: Week Cancelled: Personal Trainer out-of-state March 08: Payment of $360 charged in person, posted March 09. March 09, 14, 16: Email falsely claiming that payment declined and account was past due $720. March 20: Payment of $720 authorized and charged in person at 08:00 CT. Posted to bank account same day. Email falsely claiming payment declined with balance of $720 due received 15:47 CT. March 22: Payment of $360 charged. Posted March 23. Email falsely claiming account had an outstanding balance of $720 received 15:55 CT. Replied to email informing sender that account had an overall balance of $360 not due until April 28.As of March 23, 2023, the account had an overall balance of $360 to be paid on April 28th per the payment arrangement outlined by the contract. March 24, 31: Email falsely claiming account had an outstanding balance of $360 received 15:56 and 15:37 CT. April 4, 7: Email falsely claiming an outstanding balance of $720.April 10: Week cancelled due to injury acquired at session. April 14: Charged $1080, cleared April 18. Called gym to rectify. *** claims past due payments and has failed to resolve despite proof of on-time payment. April 17: Email falsely claiming an outstanding balance of $720.Statement for payment posted March 23 not available until after April 23. The issue of overpayment and contract breaches was discussed multiple times with my trainer (the Personal Fitness Director) yet no action was taken.

  Business Response

  Date: 05/08/2023

  Hello,

  We have attached the clients Personal Training Contract. 

  We experienced billing issues with the member account due to an alert placed by the member with her financial institute to flag charges over a certain amount and call for her permission to process. Our PT contract bills biweekly via automatic draft. 

  The initial payment was flagged at the time of purchase, and later posted on the 17th of Feb, from that point forward each payment that attempted to draft in the amount of $360 was later returned and accumulated in her club account. The first 2 add up to 720 (360x2) so the account was at times billed for 720 but also never cleared. The account reached a balance of **** for 4 unable to process payments. The account continued to be an issue. In April we were able to successfully collect 3 payments in the amount of $360 (see attached) We invited the member in to share bank acct statements showing where money was being removed from the account, and she never came in to provide. Our Personal Training Director issued a $360 refund which is the only available refund due to a duplicate charge (proof also attached). The account currently has a remaining unpaid balance of $360. The member is upset about damages caused to the account, but the damages are due to past due balance accumulated by member for non payment, that were eventually collected in April. The member did attempt to resolve the balance in club with credit card ending in **** on 3/8 for $360 which was later returned on 3/12 causing an unpaid balance of $1080. We are able to send over receipts for any transactions needed. 

  Customer Answer

  Date: 05/08/2023

  I am rejecting this response because:  the contents of the response are false and incorrect. I was never invited to share my bank statements as, if I had, the statements would have shown transactions in the amount of $360 clearing on the following dates: February 17, March 09, and March ****************************** the amount of $720 cleared on March 20th. Notice the dates are not biweekly though I never held issue as I held a ninety (90) day, six (6) installment contract with the merchant. 

  As of March 23, I had met five out of six of my payment obligations. This was communicated to the Personal Fitness Director. 

  Further, the initial transaction was rejected as the wrong zip code was being utilized by the Crunch Fitness partner, not due to limitations imposed by my bank. My account never had a past due status and I had multiple interactions with the Personal Fitness director regarding the status of my account and the emails I was receiving prior to the transaction of $1,080 dated April 14 (cleared April 18). These conversations were held to thr extent that the March 09 and March ********************************** person. 

  As it pertains to the April 14 overcharge, I have text confirmation from said Personal Fitness Director acknowledging the overcharge:

  "I refunded one. I need to confirm the other one wasn't passed due because it does look like you payed for it then I can refund that second 360."

  While Crunch Fitness did initially refund me in the amount of $720 (April 17 and April 19), they proceeded to recharge me $720 with the charge split in two payments of $360 on the dates of April 19th and April 28th.

  As of Monday, May 08, Crunch Fitness not only owes $720 in overcharges but also seventeen (17) personal training sessions valued at $60/session, a total of $1,020 in services. 

  All attempts to resolve this matter directly with the merchant have been met with unprofessionalism. 

  Customer Answer

  Date: 05/08/2023

  I have attached my bank statements for January 25th thru April 21. Per the contract held with Crunch Fitness, these are the appropriate and only receipts/proof of payment. 

  Please note the transactions from Crunch Fitness on the following dates:

  February 17: ($360)

  March 09: ($360)

  March 20: ($720)

  March 23: ($360)

  April 17: ($1,080), +$360

  April 19: ($360), +$360

  May 01: ($360)

   

  Note, these are the dates these transactions cleared the account, not the dates my account was charged. 

  Customer Answer

  Date: 05/09/2023

  As the statement for April 22 thru May 21 is not yet available to prove payment, I have attached a screenshot of my current transaction ledger showing a payment of $360 to Crunch Fitness posted to my account on May 01. 

  Note, this coupled with the statements provided earlier show a clear overpayment in the amount of $720.

• Initial Complaint

  Date:08/15/2022

  Type:Order 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.

  After calling Crunch Fitness two times in the past year to a cancel membership of $30.00/per mo., they still haven't cancelled. During this time, my husband (who has the membership) called sometime in 2021 and again in February 2022 to cancel his membership after breaking his foot. Crunch Employee's confirmed the cancellation both times over the phone, yet my husband was still being charged. Today, 08/15/22, my husband brought up to me he was still getting charges of $30.00/per mo. since February, even after canceling his membership. So, he contacted the manager today to make sure it was canceled FOR GOOD. However, she told us it wasn't company policy for their employees to cancel a membership over the phone. Then why did two Crunch employees "confirm cancellation" two times prior and continue to charge him anyways? The manager also refused to give him a refund of $160.00 since the last time he called to try and cancel the membership (February 2022). I have read HUNDREDS of complaints on BBB regarding this issue and fraudulent charging. My husband and I will be on the watch for any further charges. Furthermore, this will may also be taken up with our bank to recover the money Crunch has taken. I knew writing a complaint would be best so others know to steer away from a money hungry company.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Contact Name and Title: Tamilyn-General Manager
  Contact Phone: **********
  Contact Email: *******************************
  Unable to pull exact details for this case in our system due to the membership being in the husbands name and the husbands name not being included in the case. Cancelation policy is as follows per agreement. "Member understands they have signed a membership agreement. Failure to use the Fitness Ventures LLC, dba Crunch Fitness membership does not relieve the member of their liability for payment regardless of the circumstances. 1) Member can not cancel within first 60 days, after 60 days you are required to provide a 30 day written notice. 2) Memberships must be cancelled in club in person, In instances where a person cannot cancel in club, a certified letter emailed to the club address can serve as a substitute for cancelling in person.
  The staff members are trained on this process and all cancelations calls are informed as well as online requests that we are not permitted to process request digitally or over the phone.
  I would be happy to attach account specific information if provided with the account holders name.