Crunch Fitness

this client had her money returned on 7/13/2016, pls see image of our financial system

Attached is a screenshot that phone # has been removed from Crunch system as well as letter from [redacted] that the account has been marked "do not call."

The District Manager for this location has left 3 voicemails and is now trying to reach out via email to discuss with member but no reply has been received at this time.

Member contacted Member Services to cancel her membership as she was looking into possible relocation. Member was offered a freeze on her account which she accepted the offer. Per the freeze notice, account will reactivate after the freeze has ended. As a courtesy, we have waived the balance of...

January and canceled the membership. Member will no longer be billed for membership. Please see the attached or copy/paste below. From: [redacted]Sent: [redacted]To: [redacted]Subject: [redacted]Member #[redacted] Dear[redacted],  Thank youfor contacting us today and as per our discussion your account will be frozenfrom 07/**/2014 to 07/**/2014. Instead of your regular monthly dues you will beassessed a freeze fee of only $10 per each month that the account is frozen.Regular billing and active membership status will resume at the end of thefreeze period. If you are returning to the gym earlier than planned pleasenotify us so we may remove the freeze and allow access. Should you have anyfurther questions in this regard please do not hesitate to contact us.  With Love,Crunch ###-###-####

The fine print on the back of the mailer specifically states "Enrollment offer valid on the Peak membership at the above location on any Wednesday in the month of January. Expires 1/**/15" There is also an available Base option that is not a year commitment (month to month) and is currently...

$14.95/month with a $39 enrollment fee.

I’m responding to the complaint [redacted] in regards to his CrunchFitness member account. [redacted] cancelled his membership but was to be billed within 10 days. As per ourcontract agreement any EFT payments scheduled to bill within 10 days of cancellation will be debited. Ihave attached a...

copy of [redacted]’s agreement for your review. I believe you will find that Crunch Fitness wasw[redacted] within their rights to debit his account for the monthly and annual fee dues. Thank you for yourtime and consideration in settling this matter.Thank You,Brandon B[redacted] (Regional Manager)Crunch Fitness (Monroeville and Waterfront)

December 16, 2015To Whom It May Concern;We are sorry to hear there has been a complaint against our company. While the billing procedures were clearly outlined in [redacted]'s contract and cancellation notice, both of which are signed, we will issue her the refund of $39.00.We will process this...

refund immediately, and [redacted] should receive it within 7-10 business days.Please let me know if you require anything further.Thank you.Steven V.CEO

Upon review of the receipt provided, it was determined that the receipt was a confirmation of your account being canceled. When an account is written-off, it will read as 'Canceled' which is why [redacted] provided you with a receipt noting $0 balance. Per our ledger for the day, you did not make a cash payment.

Crunch Fitness put out advertisements in car doors/on windows at some point during my nightshift. I came outside to a paper ad that stuck to my window like a sticker, and when peeled off, left a white imprint on the outside of my car, and a very visible font and picture when viewed from the inside of my car. I contacted the manager who had nothing useful to say to resolve this issue, nor did he offer an apology.

We've been told the Area Director, [redacted], reached out to Mr. [redacted] and they were able to come to a compromise. The $630 owed in PT Dues will be waived; however the $192.15 owed in Membership Dues will be paid by Mr. [redacted] on Monday. Mr. [redacted] membership will also then be put on a courtesy...

Medical Hold.

When this member joined she was told of the annual fee at least 2 times. I have sent her screen grabs on 2 different screens where it CLEARLY states there is an annual fee and how much it is.I have been corresponding with this member and even though she is in a year contract I offered to...

cancel her membership. I will not refund a fee that is clearly stated in her paperwork, in the club and online. Crunch fitness has over active 700,000 members who have joined, paid their annual fee and continue to be loyal and happy members. 
Per here contract, I have the ability to demand payment in full. I have let ther know twice that I would allow her to cancel and not be charged any additional fees but I am not refunding any fees that were legally charged. Using terminology like Bait and Switch is offensive and she should be practicing proactive listening and reading when the terms of the contract are right in your face and not hidden.

Hello and good afternoon, Thank you for your patience while we work to resolve this matter. Can you forward your member ID number located on the back of your keytag? You can send it to: [redacted]    Best, [redacted]
[redacted]

Good afternoon, Thank you for reaching out and apologize for any frustration this has caused you. I'll be more than happy to assist you. Kindly forward a copy of your cancellation over to me via email to: [email protected] regards, [redacted]

I did not find any new information from the customer in her latest reply.  However, the relevant facts in this case are quite simple and straightforward.  [redacted] came into Crunch Fitness on June 28, 2015.  She inquired about joining, and our staff reviewed the membership options.  [redacted] decided to enroll on a membership, she provided us with all of her contact information, she signed and initialed in 5 different places to confirm that she did in fact intend to become a member, she provided us with a credit card to bill her initial payment and to bill her for her future dues and annual fee payment.  While [redacted] now claims she was never shown any of our pricing material I find this to be preposterous since there is no way any person could know which of our 3 memberships to choose unless they were shown the pricing presentation pages, all of which clearly explain about the fees and total costs.  [redacted] claims with certainty that it was our staff that misrepresented the terms, never considering the possibility that perhaps she simply did not pay attention or understand what was being told to her.  Misunderstandings do happen, and it would be disingenuous to not consider this possibility.Of course when misunderstandings do occur the written agreement is the place you go to determine the facts.  [redacted] does not dispute that she came into the club and inquired about joining, and she does not dispute that she chose to join, or that she signed and initialed in 5 different places, confirming that she understood and accepted the membership terms.  [redacted] also does not dispute the fact that she then used the gym for her personal workouts during the months of June and July, or that she utilized the guest privileges that came with her membership, bringing both her son and her husband to the gym for workouts.  There is no indication that [redacted] ever had any issue with Crunch until Aug 4, 2015 when she came to the club and requested to cancel.  It was at this time that [redacted] was reminded that she would need to pay her annual fee in order to cancel.  [redacted] then claimed she was unaware of the annual fee, so she asked for a copy of her agreement to see if it in fact did state this fee was required.  Of course that is precisely what the agreement stated.  It was only at this point in time that Ms. [redacted] then inquired why she did not get a copy of the agreement emailed to her when she joined.  In fact the contract was emailed to her the moment she signed the agreement, but it never dawned on the member to inform us that she did not receive it until August.   While it would be perfectly within our rights to require [redacted] to fulfill her obligations under the agreement, I am willing to waive her annual fee, and refund her 100% of the entire enrollment fee and her first months dues, but only as long as [redacted], her husband, and her son pay Crunch the standard guest fee for the times they used the club.  They used the club a total of 13 times, so with the guest fee of $10 per visit that would equal $130.  Upon receipt of these guest fees Crunch [redacted] will waive the annual fee and refund 100% of all money paid for the membership.

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will be monitoring the posting of the credit carefully and will reopen case if it is not done so promptly.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The member states she sent a letter months ago but we had nothing on file, I informed her it had to be certified I explained that when it is certified it helps both parties sign for it so she would receive a receipt of signature. The member didn’t want to send her cancelation form through certified...

mail so I agreed to have her just email me; which she did. The member shouldn’t have been charged for October and I had that refunded back to the account.

Hi [redacted], Sorry to learn of your experience! Did you review your Terms & Conditions of your membership when you joined? The phone number and cancellation details are there. Can you please forward me the email chain ([redacted])? I see we have been trying to contact you since December...

(exact dates: 12/**, 12/**, 1/**, 1/** and 2/**).

This is Noele L[redacted], Manager for the Crunch Fitness Monroeville location. We are responding to the complaint, [redacted], that was submitted on 1/19/2017.1 have attached a copy of [redacted]'s agreement and the proper procedures for cancelling a membership. Furthermore, it is stated in the...

agreement that any money past due will be collected. In addition, when [redacted] came in to cancel she refused to sign for her receipt of cancellation and the cancellation was never processed. As a courtesy to [redacted] we have cancelled the membership from future billings, however she will still owe for the month of December 2016 and January 2017 plus late fees as stated in the agreement. We hope that this letter and the agreement attached show that we are merely following company procedure and policy in regards to the cancellation process and that by cancelling her membership from future billings without her signature shows our good faith in resolving this issue. Thank you for taking the time to resolve this issue, if you need anything else I can be reached at ###-###-####.

Stanhope NJ Crunch, A very poorly ry=un gym, The Owner of this store is a stand off hands off guy, Always has a Girlfriend running it, And they just lost another manager from the " girlfriend telling them The bonus's wont be what they were told they would be, This Gym is cheap so one can put up with a lot, Out of 2 urinals and 2 toilets for 11 weeks 3 were down recently , There are broken machines every week, And the time to fix is always weeks, The bathrooms are dirty, They did have one kid who cleaned very well for a couple of months, but He left, Dirt under everything, The owner tells a story He " loves this gym and is going to do a BIG Reno soon, But ONLY after the building owner rents Him more space on the first floor, That is a LIE! The owner is never going to rent prime space at the basement price, That is the real hold up, and it is a STORY to keep the members thinking something is going to happen, This gym had His last girlfriend sleeping with one of the kids ! Behind the counter, ! This is sad, I am hoping Crunch calls me back so I can bring them up to date, Called twice now, ...