Crunch Fitness, Rocklin

Review: I moved to Dallas TX, and made multiple attempts to explain to the business that I no longer even live on the west coast and that I needed to cancel my membership, which was advertised as "No commitment, no contract, no hassle." They would not honor that request and continued billing my credit card, not just for the monthly fee, even though I hadn't gone in months, but also for another "initiation fee." I contacted my credit card company to keep them from further billing and now they call me harassingly threatening collection, and even though I keep saying I live more than seven states away they refuse to help me.Desired Settlement: I would like my credit card refunded for these charges, the harassment to cease, and my membership to be cancelled immediately.

Business

Response:

To whom it may concern, After review of Mr. [redacted] membership it appears he joined Crunch Fitness online for the Sacramento Crunch location on 5/10/2015. At that time he had an option to read the membership agreement details or by pass and continue the enrollment process. The membership agreement clearly states there are only two options for cancellation. 1. Cancel in the club where he would sign a cancellation form and received a receipt and 2. He could also send a letter of cancellation to the club of enrollment and it would be processed when received. If an individual joins online then on their first visit to the club they receive a membership scan card, all club rules and cancellation policy would have been discussed. Therefore, Mr. [redacted] would have known exactly how to terminate his membership with Crunch Fitness. In addition, there and no notes in the member’s file of any contact or attempts to cancel. Crunch Fitness has only charged the member for monthly dues owed on an active membership. There has been no additional “initiation fee” charged. However, there was an Annual Maintenance Fee (AMF) of $39 charge on 9/1/2015 which was part of his original membership agreement. Crunch Fitness has now terminated his membership agreement as 1/1/2016 with no addition charges access. Since the membership was not canceled according to his agreement with Crunch Fitness there does not appear to be any reason to refund any charges that were access. However, there is at present a balance of $29.90 that Crunch Fitness has credit off Mr. [redacted]’s account, no additional balance remains and his account has been removed from collections. Thank you, Crunch Fitness Management

Review: After quitting the gym on 8/7/14 and being given a receipt showing no balance, I was charged $19.99 on 8/8/14.Desired Settlement: I want my $19.99 refunded and a guarantee that no further action to collect will be taken.

Business

Response:

Members billing date is always the 5th of the month. At the time when she came in to cancel on August 7th, she was past due for the month of August due to insufficient funds when the charge was scheduled to go through on the 5th.

When member came in to cancel on the 7th, notes state that though member was unhappy with the customer service she received she accepted to pay past dues, at which time card was charged. Cancellation was processed and her Credit Card information on file was deleted since she no longer owed anything, as stated on her cancellation form since she paid past due at time of cancellation. There are times that the bank does not post until a couple of days later since it goes through as credit and not debit, as this is the case, she wasn't charged anything additional after she paid her past dues from 8/5.

Review: I first contacted Crunch on 02/27/2014 to cancel my gym membership with them. I was told that I had to come into the fitness center to cancel and couldn't do it over the phone. I went to Crunch on Howe ave on 02/27/2014, worked out one last time, and filled out a cancelation request form and gave it to a gentleman at the desk. On 03/02/2015, I received an email from Crunch indicating I have a past balance and I had to pay the balance. I contacted Crunch on 1-800 to try to get assistance in ensuring that I am not billed from Crunch since I have canceled my membership with them. I was then connected to a manager by the name of [redacted] at the Howe Ave location, [redacted] informed me that they do not have records past 1 yr and he would check with his manager and contact me back. I had not hard from [redacted] back, I called him myself again two days later and left a message with an associate and I have yet to receive a call back, in the mean time since I updated my contact information with Crunch for [redacted] to resolve my issue, their collection department calls me at least 3 times a day and everytime I inform the agent on the phone that my membership is cancelled and I'm attempting to resolve the issue with management at the location. I would like crunch to just simply cancel my membership without having me drive 45 minutes out of my way to do this once more and to please refund any charges they have since charge to my credit card unauthorized as I have not stepped foot into their gym since February of 2014 as it is out of my way of my work and residence. Thank you for your help.Desired Settlement: I would like Crunch to refund me the charges if they've charged unauthorized against my credit since 02/14/-02/15

Review: In the summer I went to crunch fitness and ask to sign up for their on site day care services. When signing up I had told them I only need it for the month. The customer service agent who sighed me up had confirmed that I was going to be charged once on my credit card. However I got charged for another month. I called them up and they said that day care services is like Membership it automatically charges every month until cancelled. I never was told that! I have cancelled my membership, and am aware that I need to cancel in advance so I got charge for one extra month. Which is understandable because that was told to me when signing up,however they never told me that about the day care services.Desired Settlement: Refund for the day care services.

Business

Response:

Business states that they will go ahead and refund the daycare service charges to the consumer. Unfortunately, the credit card information was removed from the file upon cancellation. Business will go ahead and send the refund in check form to the address provided on the complaint. The refund request to corporate will be sent out tomorrow. Please be patient as it may take 7-10 business days for check to be processed and delivered.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Business

Response:

Business states that they apologize for the delay. The refund request has been reviewed and approved. As of this morning the refund was sent out for processing.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Member of Crunch gym in Rockln for 3 years now. My credit card was recently changed, so I starting receiving calls and e-mails regarding updating my billing info. At that time, because I have not walked into the gym for 18 months, I advised in writing to cancel my membership. As of today, they continue to bill me monthly and send me e-mails with increasing amounts of money owed. It's a membership that I have not paid for, so my membership should be cancelled on their end. Or, they can take the written e-mail I have between myself the their NY billing department and use my cancellation requests to cancel. Regardless they continue to ignore my requests and comply.Desired Settlement: My membership cancelled or suspended and my account brought back to a $0- balance, so I can start over when my schedule allows me time to get back into the gym.

Review: I was told by management that I cannot wear any business branding on my work-out clothes and he approaches my friends and asks them if I'm soliciting.

I have been a member of the gym since it's opening, and 3 months ago I became involved with a nutrition and health line. I never mention the products in the gym, but people have noticed that I lost weight and they ask me how I did that. I take their name and phone number. The manager, [redacted] told me people have complained that I have been soliciting my products at the gym and he told me I am not to wear any branding at the gym, but "handle all of your business outside." When I asked people if they complained, I was told that [redacted] actually asked them if I was soliciting my products. He caused me to lose friends because they won't go near me due to fear of getting on "[redacted]'s bad side." When I saw him and his wife in the community, she made a snide comment and [redacted] glared, in front of their friends. I am neither a threat to him and do not attempt to compete or steal their customers, in fact, many of their customers use our services as well. We partner with many local gyms and I have never been told what to wear or what I can say or not say to people. We offer free classes in the park, which one of his trainers was interested in. When I gave him a flyer, I was told "take that multi-level marketing out of here." So I respected that and never approached anyone with any of our services, except if people are interested in what I was personally doing to get healthy. There are so many others who wear brands, and even competitive brands and are not asked to stop wearing them. I have spoken to the owner of the gym, but was very dissatisfied at his protection of his employee rather than trying to maintain customer satisfaction. I feel harrassed and now, cannot enjoy my work out and feel that I have to change gyms because [redacted] watches every move I make.

I understand fully the need to be diligent about inappropriate behavior in their place of business. But I feel that [redacted] has crossed the line. After he told me once to not give out the flyers, I stopped, but they it became a mission for him to "catch" me solicitiing, so he created and fabricated stories....or maybe he saw what he wanted to see. In any case, they have crossed the line.......I have even sent some of my customers to Crunch to exercise, but I can't say the say for them. This is so inapprorpriate of a business to business relationship......

Desired Settlement: I actually want two things:

1) a formal apology for his behavior and how poorly he treated me, as a customer and fellow business person.

2) I wish to work out and not worry about what to wear or if I'm offending or threatening [redacted]. I want protection that he can not and will not stop me from pursuing my health goals, along with all other Crunch members. I am very very proud of my weight loss and health accomplishments, and am excited to share it with others......no magic, just good ole fashion nutrition and exercise. But, I NEVER mention my products....all [redacted] have ever seen or heard me do was to get people names and e-mail addresses......

3) I do not want or expect him (or his wife) to negatively represent my company when out in the community and I will not do the same.

Business

Response:

Business' Initial Response

While we do reserve the right to set a certain dress code, we do not have an issue with any member wearing a brand, as long as that brand is not considered to be offensive. It's isn't our intent to be difficult with this member, then however, the moment a member starts to acquire names and contacts on our premises based on a product not our own, then this is an issue that we do not permit for any of our members. This is strictly enforced across the board out of fairness to all of our members. We apologize if the member felt this was overstepping our bounds however we have operated within the constraints of our rules and regulations. Our member is free to wear whatever branding she so chooses (again providing the content is not deemed offensive) and we most assuredly will ensure our member that she will be able to work out hassle free. We ask that the member take into consideration that free advertising via a shirt is one thing, actually providing members with information about said product, of any kind, while on our premises, is not permitted. This not just for this member, but again out of fairness to all of our members we do enforce this across the board. Our apologies again for this situation to begin with and any frustrations caused. We ask that we all do a reset button on this one and get a fresh start as Mr. [redacted] is a welcome part of our Crunch family.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I would have preferred to have handled this without taking such steps, but the owner failed to respond to two emails. Additionally, a personal apology by Mr. [redacted] (and [redacted] would have gone a long way in resolving this issue without having to go to the Revdex.com.

Review: I went in and canceled my membership and was given a receipt stating I had a $0 balance. Less than a week later, I was charged a monthly membership fee, no warning. I've called 4 times to speak with a manager, but have been hung up on or told the manager would give me a call back. It's been 10 days, no call. Completely unacceptable service.Desired Settlement: As I have a receipt, I should be refunded. Even if it was an employee mistake, it is never acceptable to charge a customer without speaking to them.

Review: Cancelled in March 2013 and in August was sent a collection letter for 88.80 never went to the Gym since February 2013.

Called to try to resolve this situation [redacted] the manager informed me on August 6th that he called the collection agency see attached letter and that they had taken the collection off. I had already given the credit company my information to pay the bill because I did not want it on my credit report.On August 8 the 88.80 was taken out of my account and the collection agency says there was no attempt of a phone call from the manager( see the name of person who I spoke to). I have sinced called and cancelled my account verbally and have walked a letter into their facility. I spent a lot of money with this company for training. I also was told by the same manager [redacted] that I would never have a personal trainer named [redacted] which I had for a couple of months because they could not fulfill my needs. I feel that I have been duped by this manager and his organization more than once and people need to be aware of the situation.

I received 2 phone calls from this organization before they sent it to their collection effort. No reference to a billing issue just a cheery voice saying please call us (more like a propaganda phone call never referincing my account)

Please check this out I am sure they remember me.

Desired Settlement: 88.80

Business

Response:

Business' Initial Response

This issue has been resolved. We offered an eight month dues credit for membership as well as two personal training sessions. The member has been transferred to the Howe Ave location based on the proximity to her work.