Chuze Fitness

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I cancelled my account over a month ago, I do not owe anything. How broke are these people that they need to report false collections?
Regards,
[redacted]

Good afternoon [redacted], Thank you for reaching out to us via the Revdex.com. I will do my best to try and answer your concerns. We do apologize that our system doesn’t notify you at the time of sign up that you have a duplicate past due account. Our system doesn’t recognize that feature since we have many...

members with similar names. Hence, it will still allow you to sign up even if you have a previous account with us. I do see that you were emailed regarding this past due account and again notified when you went into the facility for the first time to start your new membership. When members come in for their first time we look them up by their name or on their ID and this point would have noticed that you had a previous past due account. You’ve requested that you no longer want this membership and would like to cancel. We have records of emails between you and management from your home club on multiple occasions explaining and informing you of this situation and what you need to do to rectify this. Please reach out if you have any other questions. Thank you and have a great day.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear 
I was not refunded in full you are still holding a month of membership dues I think either September or October once that is refunded then this will be resolved.
Regards,
[redacted]

Dear [redacted],
Arial, sans-serif; color: #464646;">We have received the
letter you filed with the Revdex.com concerning your membership and
we sincerely apologize for any inconvenience that may have arisen from
this.  Chuze Fitness is dedicated to providing the highest standard of
customer satisfaction as possible and we regret that this standard was not met.
Our records indicate
that your concern has been resolved by our San Diego District Manager.  Our Member Services department has also attempted to reach out to you to see if you had any further feedback to share with us, but we have been unable to reach you. If there is anything else we can help you with or if any
other questions or concerns arise regarding this concern, do not hesitate to
contact us.
Once again, we
apologize for any inconvenience and we thank you for your
feedback and patience while resolving this matter.
Kind regards,
[redacted]
Member Services Coordinator
Chuze Fitness

I was a happy member of Chuze gym for over two years. As a member I probably went to the gym twice a day every day, CHUZE in Carlsbad was like a second home to me. Since I'm not from the area I was looking to make friends and I found the gym to be a great place for that. My experience as a member was fantastic, until...
I had to move for work recently so I packed up my things and moved. During the move I was so busy that I stopped going to the gym. I left town and called to explain what happened. The rep in Carlsbad said I would have to come in in person to cancel, or send a fax. A week later I sent a fax with all of the information she requested, including a note I wanted to write for a few of the staff who I especially wanted to thank. I even joked with my friend that day that I canceled my gym membership, but it felt like a breakup ;)... I was truly bummed to not be a member anymore. I loved CHUZE. I loved working out there. I was very surprised to recently find a past due notice in my inbox. Chuze was still withdrawing payment on my account and my debit card had recently expired. I called to fix the issue. They said there's nothing they can do. In fact, in a very annoying manner they repeatedly kept telling me how there is nothing they can do. Finally the manager said he can cancel my membership but it would go into effect now and he would not be able to backdate it to when I sent the fax because he said they never received a fax. I told him it was a few months ago but I definitely sent the fax I even attached a note under my drivers license picture. I sent him a copy of my phone records to show him the phone call that I made back in August to chuze gym. I told him I also have the statement on my credit card showing the $2.33 fax payment from staples in my new city but that I am having trouble finding my actual paper receipt. I sent him a letter with my agreement number reason for leaving and everything, specifically requesting they backdate my cancellation. I canceled August 24th (sent fax). Today is November 16th. In return, all I got was a business email saying they canceled my membership effective immediately. I had asked what steps I can take to backdate this, because I know this was not my error. I am typically detailed with these things and as a former member of the CHUZE family I particularly found it insulting that I did not even receive a phone call back. It was as if the manager ignored the entire body of my email, and subject. Now I am not surprised they lost my fax because they did not even address my questions/concerns. I know it's mostly 22 year old kids behind the desk but I don't think this is a problem of maturity, it is that they don't have the best interest of the gym at heart. I would have gone above and beyond to contact a member who has concerns over her membership status. The company culture at Chuze has always struck me as a family one. I literally remember thanking the owner one day at Soup Plantation when I saw him climb out of his yellow Hummer. I said, I love your gym sir! For this to happen now is such a sad ending. I feel screwed over and it is really making me feel like I'm being hustled for a few months more of payment where I didn't even attend the gym because I had already moved away. I sent my new address with lease confirmation and everything. Again, not even one ounce of regard for my backdate request. Another example of how this is a matter of principle and ethics, but in this day and age people rarely understand what that means anymore. No one has any credibility and businesses want quantity not quality. So sad. So very sad about this.

Dear [redacted],
 
We have received the letter you filed with the Revdex.com concerning your membership.  Chuze Fitness is dedicated to providing the highest standard of customer satisfaction as possible, and we regret that this standard was not...

met.
 
Our records indicate that our Member Services have tried to contact you by phone, but have not been able to get a hold of you.  We would love to have the opportunity to resolve this issue with you.  Please feel free to call or email me regarding this or any other issue you would like to bring to our attention.  You can reach me Monday through Friday between 10am and 6pm.  Please feel free to leave me a message if I am on the other line, and I will get back to you as soon as I can.
 
Again, I sincerely apologize for any inconvenience you may have experienced, and I thank you for taking the time to connect with us and for giving us the chance to resolve this with you.
 
Sincerely,
 
[redacted]
Member Services Coordinator
Chuze Fitness
P: 619-780-0141 ext.1
E: [email protected]

They will lie to your face and then hold you responsible. Front desk told me I should transfer membership from a military customer to my name. And that I could put the membership on hold at anytime while the person is deployed. It was a load of bullsh**. they just wanted me to assume responsibility for membership so I could continue paying pennies on the dollar. Don't trust them. Customer service means nothing to them. In their world its ok to lie to customers and not take responsibility for it.
Lying to customers is apparently worth a $50 cancellation fee. Customer is overseas fighting for our country and its worth money to them to see them pay for a gym membership they can't use. Instead of freezing membership like they offer. Terrible customer service. Location - Rancho Bernardo, CA

Hello [redacted], Thank you for your response.  I am sorry to hear that you do not feel that our offer was sufficient.  Our records show that we refunded all of the unused months and annual fee on your account, and closed out your account immediately.  The only month that was not refunded was for the month that you used the facilities.  We feel that this is more than fair and hope that you will take into consideration our attempts to resolve this matter with you. If there is anything I can assist you with, or would you like to speak with me, please feel free to reach out to me.   In Health, [redacted]Chuze FitnessMember Services CoordinatorP: 619.780.0141  ext[redacted]

Signed up for a 10$ a month membership and explained that I just wanted to try it out for a couple months to see if I'd like it. Was told that if I canceled at least 10 days before my "aniversery" date that I would NOT be charged the 40$ annual fee. Called tonight which is a month before my aniversery date and was told I was signed up for a year member and would there would be a 50$ fee for canceling. I felt that my intentions were understood and did not feel that I needed to read the fine print before signing up. Going in on Monday to speak with the manager. Even explain I had seen reviews online of others having the same problem was assured that this would NOT be the case.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Good afternoon,
We do apologize again for the misunderstanding. Colorado has a state law where you have 3 days to cancel your membership with no charges
applied. We are in line with this law as stated in our membership agreement and
apologize if you were under the assumption of a 30 day policy.
In answer to your question, the total amount needed to
process the cancellation of your membership is $100.10. This is the sum of
October and November’s monthly dues ($40.10), one service charge ($10.00) for
the uncollectable dues from October, and the early termination fee ($50.00).
Due to the escalation of this issue, you wll need to go
into your local Chuze to pay this in person and fill out your cancellation
form. This is to ensure that both parties receive a receipt for all charges and that everything
is documented by both parties involved. You will also be able to receive a hard copy of your cancellation form. Your November dues are in process, so
you would want to accomplish this by December 10th to avoid your
future December dues and furthermore your upcoming annual fee.
Please reach out if you have any other questions. Have a
great day.

Dear [redacted],
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We have received the letter you filed with the Revdex.com concerning the membership cancellation fee.  At Chuze Fitness, we pride ourselves on our customer service and our upfront approach to our memberships and the various promotions we offer. We sincerely apologize for any misunderstanding or confusion that has arisen. 
  
Our records indicate that your concern has been resolved. We thank you for giving us the opportunity to address this issue and resolve it with you. Should any other questions or concerns arise regarding this concern, do not hesitate to contact us for assistance.
 
Once again, we apologize for any inconvenience this may have caused and we thank you for your feedback and patience while resolving this matter.
In Health,
 
Chuze Fitness
 
Member Services

Dear [redacted],  
We have received the letter you filed with the Revdex.com concerning your...

membership.  Chuze Fitness is dedicated to providing the highest standard of customer satisfaction as possible, and we regret that this standard was not met.   Our records indicate that our Member Services have tried to contact you by phone, but have not been able to get a hold of you.  We would love to have the opportunity to resolve this issue with you.  Please feel free to call or email me regarding this or any other issue you would like to bring to our attention. 
  Again, I sincerely apologize for any inconvenience you may have experienced, and I thank you for taking the time to connect with us and for giving us the chance to resolve this with you.  
Sincerely,
[redacted]
Member Services Coordinator
Chuze Fitness
[redacted]
[redacted]

Dear [redacted],
We have received the
letter you filed with the...

Revdex.com concerning your membership and
we sincerely apologize for any inconvenience that may have arisen from
this.  Chuze Fitness is dedicated to providing the highest standard of
customer satisfaction as possible and we regret that this standard was not met.Our records indicate
that your concern has been resolved by the Manager of our [redacted] location. Should any
other questions or concerns arise regarding this concern, do not hesitate to
contact them for assistance.
Once again, we
apologize for any inconvenience this may have caused and we thank you for your
feedback and patience while resolving this matter.
Sincerely,
[redacted]Member Services AssociateChuze Fitness[redacted]

Revdex.com:
I received a phone call from [redacted] at Chuze Fitness in response to my complaint.  While she was very friendly and overly courteous, she still held that their annual fee was not refundable and that they try to be very up front about their policies.  In regards to the no-commitment issue that I have with them, there really wasn't much said, other than that customers can cancel anytime with a 10 day notice.  The issue of the annual fee up front being a commitment was not resolved.  After speaking with her about this, she said she would call someone else to see what she could do about the annual fee for me, but again reiterated that it was not normally refundable.  She called me back shortly afterwards and said that she was able to get half of the fee waived ($20) and that she could offer me one month free at the gym.   
I accepted the refund, but not the 1 month free offer.  I reiterated that it was the principle of the non-commitment annual fee that I was upset about.  Especially since I wasn't going to be utilizing their services/facilities for the upcoming year that I was charged for, but nonetheless I didn't want to have three more phone calls with Chuze.  I just wanted to get it over and done with.
Thank you for your help.  I just hope others are aware of this annual fee that is automatically charged (without warning or notification) and are sure to cancel well in advance of that fee being charged.  
Regards,
[redacted]

Overall a decent facility in San Diego for the price of $9.99 per month. I wouldn't pay a penny over $9.99 though. I was new to the area and wanted a cheap gym that was hopefully not a breading ground for meat heads. Last night at the Mission Valley location, an old dude who seemed to be a David Hasselhoff impersonator tried to fight me over a weight bench... None of the staff members either noticed or cared to resolve the situation, so that will be the end of my gym membership at Chuze Fitness.
Keep the Peace America

Dear...

[redacted],
 
We have received the letter you filed with the Revdex.com concerning your membership and we sincerely apologize for any inconvenience that may have arisen from this.  Chuze Fitness is dedicated to providing the highest standard of customer satisfaction as possible and we regret that this standard was not met.
 
Our records indicate that your concern has been resolved.  We thank you for giving us the opportunity to address this issue and resolve it with you.  Should any other questions or concerns arise regarding this concern, do not hesitate to contact us for assistance.
 
Once again, we apologize for any inconvenience this may have caused and we thank you for your feedback and patience while resolving this matter.
In Health,
 
[redacted]
Chuze Fitness
Member Services Associate

So I started here about 5 weeks ago and I take both my children ages 4 years old and 10 months to Kids Club...at first everything was great then one Thursday afternoon I brought them in, everything seems normal brought them home and I noticed my 10 month old son's amber teething necklace is missing, now those who aren't familiar with those necklaces, they can be pretty pricey and they are made so that the child who wears them can NOT take them off because of choking hazards. So the only rational thing would be an adult unlatching the necklace, right? My 10 month old sleeps with it and he also tries to pull on it all the time, NEVER has it fallen off! 2 weeks prior to this incident one of the workers Jade had asked me about the necklace and she explained to me how her nephew was teething. Now Jade, the same girl who I later found out was the "supervisor" of Kids Club was watching him most of the time that Thursday afternoon, I know this because my very intelligent 4 year old is aware :) I would have never guessed she was a supervisor because of how messy and unprofessional she always was. Anyways called them asked if they seen it, no, okay didn't sit right with me , called the next day, Jade the "supervisor" got on the phone tried to brush me off then I brought up the cameras and she told me she would look over them, then got offensive when I asked if someone else that wasn't there could look at the cameras. The "manager" oggy maybe?? Called me back and told me he looked at the cameras but didn't see anything. Still didn't feel right, called corporate, was told that everything was going to be taken care of and Bethany would call me within a week never heard from her, had to call them back almost two weeks later just to be told that maybe I don't know who I was talking about and basically I was lying about Jade telling me that she had a nephew because she supposedly doesn't have one, oh and hopefully the necklace would turn up. Well let me tell you I am a stay at home mom and I take very good care of my children I know what the have on when we walk out of my house. This isn't about a necklace it's about my son being taken advantage of and not being able to speak up, I am his voice and I will be heard. I do not want to ever come here again because this business hires people who are unjust. I will never put my children in the care of these people again and will be filing a complaint with Revdex.com. If I have to go the highest, I WILL. Even if it takes me hiring a lawyer. I also have family in San Diego and Denver and will NEVER refer them to this gym. No thank you.

Disappointed and frustrated with Chuze Fitness. Was told upon signing up that I would be permitted to use my sandals to work out on the elipticals, just not in the free weight area---fine, I signed up for a year. After a few months of wearing my sandals with no issues, I was approached one day by an uptight manager who informed me that I would not be allowed in the gym wearing sandals. The manager explained to me that sandals posed a safety threat of some sort---never defined. I argued, she insisted, I relented and began wearing shoes.

Since then (about a month or so), while working on the elliptical machine I have observed multiple, actual safety violations that are not being addressed. Normally, I ignore what others choose to do, but the obvious hypocrisy of calling my sandals a "safety issue" while allowing, for instance, some dude to practice his very aggressive, above the head karate kicks in the middle of the free weights with a dozen people around him prompts me to call out this safety issue and the hypocrisy.

When I brought this to the attention to the staff today, they seemed not to give a damn and when I asked if practicing dangerous leaping, above-the-head karate kicks is allowed on the gym floor in the free weights area, I was told that "it depends."

Chuze, I am done with you! When my membership is up I will not be back. This is a cut-rate gym run by people who don't seem to be able to think for themselves.

I am a member of Chuze Fitness in Littleton, Colorado. I would like to express my deep dissatisfaction with an experience I have had at that location. On June 1, 2017 I went into Chuze with my 2 daughters - Jordan and Jayme Koop. At that time I talked with Seth and explained to him that my daughters are home for 2 months only during a break from college and I was wondering if there was a way to access to the club for only 2 months. He was very accommodating and signed me up assuring me that yes, I could join the club for 2 months, and as long as I called to cancel their memberships by July 20th, I would not be charged anything else. He was even nice enough to write the dates out on a sticky note for me to be sure that I called to cancel on time. I went ahead and paid $59.05 per daughter ($39.00 enrollment fee, $19.99 first month, plus taxes). The girls had a great experience for the 2 months that they used the facilities. At the end of July, I called to cancel the membership - just like Seth has told me to do - and I was told that we are on yearly contracts and I would need to pay a $50 cancellation fee per child for a total of $100 to cancel their memberships. This was extremely disturbing to me as I very clearly explained to Seth that we only needed 2 months and is this a possibility - he assured me yes as long as I cancel by the end of July there would be NO more fees due. I spoke to an assistant manager who was very kind and said she understood my unhappiness and agreed to contact upper management to see what could be done. After not hearing anything from her, I stopped by the front desk at the gym and she said that she spoke with upper management, but that there was nothing that could be done. I asked her if anyone had spoke with Seth as to why he would have signed me up knowing fully that I only need TWO months. She said she did talk to him, and that it was just a miscommunication. I explained that while I appreciate the effort, it does not feel right on my end. So Seth miscommunicates with me and I am the one who ends up paying. I did not miscommunicate on my end. I very clearly explained what I needed and I trusted his expertise to direct me in the right direction. Why did I not read everything on the little communication screen that I signed? I agree, that was my mistake. I signed the screen on the little kiosk fully trusting that the Chuze employee that I was working with had listened to my needs and knew what he was doing.

I have spoken highly of your gym in the past. Many of my friends have signed up and we all enjoy your classes very much. Up to this point, I have not had a complaint. But this 'miscommunication' really does not sit well with me. I don't feel that I should be responsible for double checking what your employees tell me. I trust that they are qualified and trained before they are put on the front desk to sign up new clients. According the Chuze CEO, Cory Brightwell, he states that Chuze focuses on "consistently delivering an exceptional experience to guest through unmatched customer service". This does not feel like unmatched customer service to me. It feels like there is an easy fix to my problem and no one is willing to step up and do the right thing.

Suzanne