Crunch Fitness

Review: [redacted], the membership director, purposely did not provide me with the membership terms and fees when I signed up. I was not shown my gym contract; in fact, [redacted] said there was “no contract” because I could cancel at any time. I signed the credit card terminal to make my first payment and months later, [redacted] told me that signing the terminal was equivalent to signing a full contract. I didn't even see a copy of the contract until I asked for it after I realized Crunch was charging my credit card without my authorization. I know that signing a credit card terminal is not the same as signing a multi-line contract. I have asked a lawyer about this and know it is fraudulent, and so does Crunch.Desired Settlement: I prepaid for the month of August already but want to cancel my membership now. I would like a refund of my August payment of $70. I also want Crunch gym to change its deceptive sales tactics.

Business

Response:

Greetings,

Unfortunately there is no way for me to verify any of this information as it is a conversation that I was not privy to. If the member can provide me proof of this transaction that I will certainly address. Once the member signs however this is the member agreeing into our membership policies. Should any client not wish to be a member then it is up to them to sign or not sign for this agreement. A copy of an agreement can be provided to any customer at anytime per their request and of course New York law stipulates that any agreement can be reviewed and cancelled within 3 business days. Our member is currently not eligible for any refund at this time.

Review: In addition to the contract issues I also have an issue with billing/collections.

I initially joined this gym when on/around March 2014 when it was Boom Fitness. A few weeks later I get an email stating that Crunch had acquired them. Had I known that this was going to happen I would have never joined Boom Fitness to begin with. There is definitely a breach in contract because when I joined Boom they knew they were being acquired. There's no way that a business deal of this kind could happen without anyone knowing. It's extremely unethical and it is deceitful to the customer. I immediately contacted the manager at Boom who was the person that signed me up and took credit card information and informed him that I did not want to become a member of Crunch and expressed to him that there was no way they did not know this was going to happen when I joined. I had this conversation with the new folks that came on and to no avail. A lot of back and forth and here I still paying for a gym membership that I do not nor have I ever used. Which is very upsetting. This gym is just taking my money r[redacted]rdless of the issues at hand.Desired Settlement: It is only fair and right that Crunch rectify this issue with refunding me monies paid to them for an unused membership that was transferred over unbeknownst to me, without giving me the option to stay or opt out.

Business

Response:

Hi [redacted],

Thank you for taking my call this afternoon. As discussed, I've sent over my contact information towards getting this issue resolved.

Look forward connecting with you.

Best,

Jasmine V[redacted] - Crunch Member Services Manager

Review: Was charged an annual fee and never told I was to pay an annual nor informed of an amount to pay for an annual fee. A $40.76 was charged to my card twice (I also pay my Daughters membership) with no advisement this will be charged to my card automatically (bill/statement), nor did I approve/agree for an annual charge of this amount. This is also charged after just being members for 2 months not a year. I understand if I was a member for a year, but I am only there two months.Desired Settlement: I request a full refund of $81.52. That is for the double charge to my card.

Business

Response:

Hello [redacted], Thank you for taking my call today and I apologize for any frustration this matter is causing you as it is not our intent. As discussed, I have forwarded your concerns to our Franchise contacts to address and resolve this matter. Best, [redacted]

Review: I was encouraged to sign up for physical training sessions with Crunch Gym. After being nudged by the gym manager at [redacted] and [redacted] (NYC) I agreed over text to sign up for 16 sessions, with the explicit understanding I had to be careful and mindful of my [redacted]. I was encouraged to use a trainer who insisted he understood old wounds and was an expert in [redacted] training. This trainer, however, pushed me to do exercises that re-injured my [redacted] even after I complained to him on 5 separate occasions. The trainer also used racial slurs and intimidation towards me and publicly berated me and accused me falsely of speaking about him to other members and trainers, which I did not. I immediately went to the manager and reported his behavior and was told I would be able to continue to work out at the gym without any further intimidation. I re-visted the gym shortly after to stretch and was followed upstairs by the trainer who made aggressive eye contact with me. He told me on a number of occasions that he runs with a tough crowd in New Jersey and I was frightened he would hurt me. My [redacted] injury has not recovered since then (April) and I am required to seek pain specialists, neurosurgery, and orthopedic support as a result and am paying much more out of cost than I intended as I aggravated it tremendously because of training I was told was beneficial to my [redacted]. Additionally, after speaking with management 4 times and reaching out to their customer care representative 6 times, I was only reimbursed the remainder of the sessions I did not use, although I clearly stated I would expect to be fully reimbursed for all sessions and not just the remainder as all sessions I paid for were meant to help me improve my fitness, not deter my ability to work out safely and without injury. Ms. V[redacted] is not responding to 2 emails since the first and only time we spoke on June ** (emails on June **, June **, and July * and a 2 voicemail over the last 3.5 weeks). This treatment I received put my health at risk and stifled my ability to continue to work out for health benefits and reasons. Additionally, the intimidation and racist and sexist remarks used towards me and other members at the gym during my training session, the use of intimidation, and being asked to perform activity which purposely harmed my [redacted] is unacceptable. The customer service to-date is horrible. After my complaint on the [redacted] of May when the physical trainer berated me in public, another gym manager called me to see if I could speak to another trainer regarding my continued training, someone who he admitted was more gentle and understood [redacted] issues. I met with the second trainer and told her I would ask my physician if I could continue. My [redacted] specialist was appalled that the first physical trainer would ever ask a client to do lunges with 50 pound dumbbells; do leg presses with 150 pounds, do burpees and squats with weights, etc. Those are apparently common sense activities to avoid and trained physical trainers should be aware of it, as we look to specialists to help us, not hurt us.Desired Settlement: To be fully refunded all the physical training sessions I paid for and cannot use as I was injured under the Crunch physical trainer's instructions.

Business

Response:

This issue has been resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I was a member of Crunch Gym located at [redacted] in [redacted]. On the [redacted] of September 2015, I received an email from their billing department stating that I owed the amount of $45.07. I called to enquire what this money was for and I was told membership fees. I informed them that I was no longer attending their gym and they informed me that I had not cancelled my membership. On October *, 2015 I called and spoke to a representative named Leonie who, after I explained my situation, informed me that if I paid the amount of $56.10 my membership would be cancelled and I would not be charged further. I purchased a money order and delivered it to a staff at the Lefferts Ave. location. In January 2016 I received a letter from [redacted] which is some debt collector, demanding that I pay $ 5.00 that I have no idea for what. I know that it is only five dollars but I do not see why I should pay this when I had not received a bill and when I was informed that I would not be charged any more money. Please look into this situation for me.Desired Settlement: I should not be charged this money because I paid what I had been told that I owed. Furthermore, I was not billed for this money and it is unethical for Crunch Gym to have sent my name to a collection agency for money that I was not billed or owed

Business

Response:

Hi [redacted],

Thanks for reaching out to us and hope my note finds you well. We apologize for your frustrations regarding the decline fee attached to your account. Sadly, we were not advised to remove this fee. We have been working throughout the day to resolve this matter. Your account should be cleared by tomorrow, (Wednesday, February [redacted]) with calls ending in 3-5 business days.

Should you require further assistance, please feel free to reach out to me directly: [redacted].

Best,

Jasmine V[redacted]

Member Services Manager - Crunch

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. As long as my credit has not been affected and I no longer receive letters or calls from the collection agency.Thank you for your kind assistance in this matter.

Sincerely,

I had alway been happy with crunch gym ! Especially when a family member was ill and I had to go out of State to see them and didn't know when I'd be back exactly and when I informed the sales rep on the phone of this they simply said come on on in physically and we can put ur membership on hold for up to 6 months. And they didn't mention I had to provide anything either ! So I haven't been seeing any charges on my acct since I put it on hold so I assumed everything was fine. We'll I called today TO SEE WHEN EXACTLY MY HOLD WAS GOING TO BE RELEASED SO I COULD BE PREPARED TO STARY PAYING MONTHLY AGAIN.

and the guy said my acct was NEVER PUT ON HOLD AND HAD A NEGATIVE BALANCE OF 119!!!!!!! I EXPLAIN TO HIM WHAT THE SITUATION WAS AND HE SAID I WOULD HAVE TO BRING MY ACCT TO BALANCE AND THEN I COULD CANCEL.

WELL I WASN'T TRYING TO CANCEL!!! I HADN'T USED THE GYM SINCE I CAME IN PHYSICALLY AND PUT IT ON HOLD SO HOW DO I HAVE A BALANCE OF 119!??? AND FURTHERMORE WHY DIDN'T ANYONE CONTACT ME LETTING ME KNOW THAT WHEN THEY TRIED TO PROCESS MY CARD IT WASN'T GOING THROUGH?? SHOULDN'T I HAVE GOTTEN AN EMAIL OR SOMETHING ??

DOESN'T MAKE SENSE AT ALL! HE SAID I COULD CALL IN THE MORNING AROUND 10 TO TALK TO THE MANAGER TAYLOR

I WILL DO THIS TOMORROW AND UPDATE THE RESULT TOMORROW

Review: I have been contacting Crunch for the last 3 weeks, and gone in in person to discuss this situation with no resolution instead just accusations on behalf of Crunch and non action.

I called in March 2015 to cancel my membership. The Customer Service rep instead said I can Freeze my membership for $10 a month, and resume whenever I am ready. I agreed to this and thought everything was great. Then I started to see they were continuing to charge me $80 a month for the membership, although I never reactivated it. In October, I then went in person to speak with the gym and they said it must be a glitch, to call customer service directly. I have now been going back and forth with Crunch for 3 weeks on this billing error. They keep harassing me with late fees and penalties, although they have never provided any written consent on my part for these charges, the resuming.

Ultimately, I did NOT consent to a "Set time frame" for the Freeze or for my membership to begin again. And they have not provided me with any written documentation that I consented to this with my signature, my email confirmation from me, or a verbal recording. This is reckless and abusive on behalf of Crunch. They have completely taken advantage of their customer who was simply trying to cancel 10 months ago.Desired Settlement: November dues refunded and this membership to be cancelled for good. I will never do business with such a shameful company that shows such thievery and recklessness with their customers billing information and needs.

Business

Response:

Good morning [redacted],

Thank you for reaching out and hope my note finds you well. We apologize for your frustrations as it is never our intent and to prove this to be the case, we've attached your freeze confirmation from the recorded call on 3/**/2015 with our call center. I've reviewed the call and can confirm you were provided with transparent information regarding your freeze and activation. These same notes are on your account with the confirmation sent to your email address which advises in writing your membership will resume after the frozen period. See below or attached.

There aren't any notes or recorded calls to support your calls to discuss this matter either or support a cancellation after 3/**/2015.

To avoid any further calls from our billing department for the arrears on your account (December), I went ahead and waived that for you. Based on usage on your account for the months of August and November, a refund is not due here unless there is cancellation paperwork available you can provide me.

Best,

Jasmine V[redacted] - Member Services Manager

E: [redacted]

Member #

Dear [redacted],

Thank you for contacting us today and as per our discussion your account will be frozen from 04/**/2015 to 05/**/2015. Instead of your regular monthly dues you will be assessed 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 the freeze period. If you are returning to the gym earlier than planned please notify us so we may remove the freeze and allow access.

We look forward to seeing you back in the gym!

With Love,

Crunch

###-###-####

Review: This business refuses to cancel my membership though I have been pleading with them for months. They are requiring an in person visit to cancel which is not feasible for me. They continue to charge my credit card. When I revoke the authorization, they threaten to send me to collections for a service I do not and have not used. It is ridiculous to make someone go to a gym to cancel service. This is a scam to lock people into service they do not need or use. WARNING TO ALL!Desired Settlement: I want all fees assessed in 2015 refunded and service cancelled. I will be initiating a dispute with my credit card provider a well

Business

Response:

Hello [redacted],

Hope you are well! I have tried to reach you but have been unsuccessful. Can you please reach out to me either via the telephone number left on your voicemail or email: [redacted].

Best,

Jasmine V[redacted] - Member Services Manager

Review: I have requested four cancellation notices to this gym but they did not cancel. After speaking with the [redacted] he said I had to come in person. I told him I was housebound because of a very ill husband. He never offered another solution ie fax the cancellation form, mail it, etc. I spoke to ABC Financial, their billing service, and they were extremely helpful. They contacted [redacted]) several times and finally got him to email the cancellation form. If this had been done when I called, this problem would never have occurred. The [redacted]) was totally uninformed of his website email service. I sent several emails to cancel (I have the receipts that they were received) but no response. I also mailed as well as emailed a cancellation letter and they too were ignored.I am unsure of the total that they claim I owe them as well as the starting dates. They are approximate. Also, I reside at [redacted] til May [redacted] when I will return to my NJ residence. Thank you.

Product_Or_Service: GYM MEMBERSHIP

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Stop billing me for the months past my cancellation notices and clear credit history if necessary. I do owe them $30.74 and will pay that as soon as I know who to make out the check to and where to send it. I want my cancellation dated as of the time of my notices, not now since they finally sent me a cancellation form.

Business

Response:

Hi [redacted], Thank you for reaching out! Sorry to learn you're experiencing an issue with your membership. I see in your complaint you mention you've been speaking with ABC Financial. If ABC Financial is your biller, you will neet to resolve the issue on your account with the management of the franchise location. I can have a representative of the franchise clubs reach out to you if you would like. Please feel free to email me your information and I will forward directly to them. My contact information is below. Best, [redacted] - Crunch Corporate[redacted]

Review: My wife,Membership ID# [redacted], cancelled her membership in writing at the gym in [redacted] off of Fletcher in January of 2014. The gym continues to charge us on a monthly basis (We set up auto debit from our account). They finally sent us a check in May to cover the unnecessary charges after talking with them about it. However, they continued to charge us even after sending us the check. We contacted Crunch again, and they said a manager would call us to resolve the issue. The manager never called. Now, my wife just received a call from a collections agency on behalf of Crunch.

We told this gym about the issue of taking money out of our account several times in between February 2014 to August 2014. However, nothing is done about it. Managers don't call back. They gym continues to take money out of our account, even though she cancelled in writing. Even the gym has my wife's membership as cancelled in their system. There is absolutely no reason why she should be receiving calls from a collection agency.Desired Settlement: We would like a refund of the money that they continue to take. We want them to actually cancel her membership and stop taking payments out of our bank account. We want them to pull back her account from the collection agency and make sure this does not ruin her credit.

Business

Response:

Please be advised the account has been successfully cancelled, and the pending balance waived. In order to discuss refund, please contact the [redacted] at the local facility, [redacted]) who will be able to assist with any specific charge reversals or errors. [redacted] has been debriefed on the situation and will assist where possible.

Thank you.

Review: In January 2014 Crunch Gym advertised an opening of a new location on [redacted], upon visiting the sales trailer (which was in the parking lot of the gym location) as the location was not open yet, I was informed by the Crunch membership representative that the facility would open for members in March. Crunch was offering a discount on the peak plan for members that signed up before the facility opened. On January **, 2014 to get the discount rate I signed up for a peak membership. March *, 2014, I went to the location to discover that the facility was not yet opened. The sales trailer was still in the parking of the gym location, so I went into the trailer and the Crunch membership representative mentioned that the gym would not open in March and that it would open in May of 2014. She mentioned that with regards to the monthly membership fee that I would not be charged until the gym opened. I returned to the Crunch location in May and again was told that the gym would be delayed in opening and the Crunch membership representative did not have a hard date to provide regarding when the gym would actually open for members to use. Upon hearing this information I asked the Crunch membership representative to please cancel the membership. She took my information, and mentioned that she was having difficulty with the system and that she could not cancel the membership due to system issues and asked me to return. I returned to the sales trailer the next day and a different Crunch membership representative did cancel the membership. This should have closed the relationship with Crunch. Crunch charged membership fees for the months of July, August and September of 2014. Now Crunch is calling and harassing me about late dues although I have never once visited this gym as a member. The [redacted] is never available. This gym which was to promote health and wellness is now a source of pain, angst, and poor customer service.Desired Settlement: A refund of the dues for July, August and September of 2014.

Business

Response:

Hi [redacted], Thank you for reaching out and for your patience. I'm sorry to learn you're experiencing issues with your membership. I see from your review you're a member of a [redacted] club which is franchise location. Although I'm unable to assist you with the franchise locations I can forward your information to a franchise contact who can better assist you. Have you tried to resolve this issue with the [redacted] or [redacted]? Ultimately, they will be able to assist you with your concerns. Either way, my contact information is noted below. Best, [redacted]

Review: I moved from Brooklyn to San Francisco at the end of May 2014; I submitted paperwork to end my gym membership at the [redacted] location, and my membership wasn't cancelled. I called the company shortly after my move to attempt cancelling my membership again; the customer service agent said she would put my membership on hold while I was looking for an apartment in case I wanted to continue with a membership in my new location. They continued billing me for my membership months after this, and now that I've cancelled payments with them, they've called me several times to attempt billing me for my membership. I've asked repeatedly that a paper bill outlining these charges be sent to me via paper mail or email, and submitted my new address for this purpose, in part because I'm told differing things by every customer service agent I speak with on the phone. I've been told that it's impossible to send me a paper bill telling me what they're charging me for, and that I just have to give them my credit card information. At this point I'm receiving repeated phone calls from their national billing department, and the company has refused to provide the information I've requested in order to move forward with canceling my account and billing.Desired Settlement: I attempted cancelling my account over 6 months ago, and have been billed for most of that time. I would like a refund of this amount, and I'd like any further charges to me cancelled by this business.

Business

Response:

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 ###-###-####

Review: When I got in that place, I was clear many times that all I needed was one day instructions for training, and they sent me to a office, so a trainer called [redacted]" was trying to convince me to pay US$70.00 per week for training with then, and very clearly I SAID NO. After 5 minuts of misleading conversation I agree to have ONE MONTh TRAINING on condition that I COULD CANCEL ANY TIME..and we agre that I could cancel with one month prior notice.After week 3, I was unsatisfied with the lack of service provided and I wanted to cancel, so at that time, [redacted]" said that it was impossible, as I signed a US$1.680.00 contract for 6 months.So at that time I realized that it was a TRAP, and I felt in, as I was training a lot, tire and acting in a good fate and [redacted] was acting in a bad faith as all he wanted to see was I sign the contract without read small lines.They just don't care about any more, as this contract after few days was sold to other financial company o they just wash their hands.the sensation of frustration is HORRIBLE, and I cant believe thers no one to defend m on this, once THEY KNOW FROM THE FIRST DAY, THAT I WOULD NVER SIGN A CONTRACT LIKE THIS.thank you

Product_Or_Service: Personal Training

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

At first day they charge me US$280.00 and right after 30 days they charged me more US$280.00...so in one month they charged on my credit card the amount of US$560.00, and since my 3 week im no longer training with then, actually when I get inside that place I see myself in a dangerous place.I want the termination of this contract and my money back, as I treinned 3 weeks, I agree to pay US$70.00 each week because I NEW THE PRICE FOR EACH WEEK.thank you.

Business

Response:

No member found in system under given credentials. Please provide member number or scan code (on back of keytag under barcode) and home facility where enrollment was completed. Will assist further once account has been located.

Review: Two issues regarding this business:1. Unfair and discriminatory membership costs. My membership consisted of a month to month basis at 90$. My brother signed up 2 months after I did, and they only charged him 60$ per month. There were no sign-up fees or anything different in our memberships other than the difference in price. They brush it off as "promotional price" when it's brought up, but they never mentioned anything during sign-up.2. They make it unnecessarily difficult to terminate membership. You're forced to go in person to cancel and they don't allow anyone to represent you with all the paperwork in hand. They don't allow fax machines and only accept mail as another option to cancel. It is unfathomable that a facility that charges so much for memberships can't afford a fax machine in the 21st century. The reason they only accept mail, is due to the fact that they expect a 2-3 week notice before cancellation. The whole mailing process helps rollover past the 2-3 weeks so they can charge again.I tried cancelling my membership a week after I payed for the month. I'm not asking for my money back for that month, even though I have not and don't plan on using the facility after the payment. But they want to get away with that month's payment plus the following month. That is nearly 200$.To be more specific, I tried to cancel sometime during the end of April and they wouldn't allow me to do so. So I payed for the month of May AND the month of June. Even though I had stopped going at the end of April. NOTE: I wrote this report a couple of weeks ago hoping I could resolve the issue with them. I jut found out that they charged me AGAIN even though I cancelled my membership 3 weeks ago.

Product_Or_Service: Gym MembershipDesired Settlement: DesiredSettlementID: Refund

I want the refund of my down payment that was promised if I cancelled 2 weeks ahead of time, which comes to about 95$ after tax. I would also want the money back for the month of May, after all the trouble they've given me and the month of June, which I just found out they're charging me for.

Business

Response:

Dearly sorry for any frustrations. As of now, the contact information provided is not recorded for any member on file. Please, at your earliest convenience, provide the home club and a member number if available. Also, if there is a different spelling of member name, or perhaps another email address or phone number on file, this may assist in locating the membership information faster. Once account is located, we will provide response to request.

Thank you.

Review: I am a very satisfied member of Crunch Fitness in the Peninsula. Daly City is my favorite club, and I frequent it most days of the week. I have recently contacted the general manager of the Daly City location to find myself a personal trainer to my liking. We talked, and he said he knew the perfect person for me — the fitness manager of the Daly City location, who is very knowlegable, nice, and down-to-earth. Perfect. I asked specifically not to discuss food, because I suffer from eating disorders and prefer not to raise any issues for myself. We set it up for a couple of days later.

I came in a couple of days later as planned, and the trainer was nowhere to be found. Someone came to me, as I seemed frazzled, and told me to wait a second. Then another man approached me, and told me he was going to be my trainer for today. We went to another area, and I saw the guy I was supposed to meet with, working with someone else, mumbling something about how it was the general manager's fault and I'm in good hands with the other guy.

So I trusted it. I went with the other guy, who was incredibly nice, but just not for me. He kept telling me that I'm doing everything wrong (I was trying to figure some stuff out and he was not really in a "teaching" mood), and would not stop discussing food and weight, even when I asked him not to (I actually have quite a lot of experience with training, so I'm not just dismissing an important part of a healthy lifestyle, I'm just preferring to do it differently). This guy finished the disappointing first session, after having me pay for two different packages that add up to something like 21 (maybe more) sessions, he notified me that I would probably have someone else train me.

A couple of days after that, someone I have never spoken to had texted me that he will be my new trainer. I've contacted the general manager of the branch to ask him if this person is right for what I asked him for, and after some back and forth, realized that no. So the guy who did that introductory training session with me was basically "forced" to clear his schedule for me, and he wasn't liking it. We had another session, and things were very.. very uncomfortable. It was not a good fit. I also wanted to change the schedule, and instead of working with me on what we can do, he just said "No." So I came back to the GM and asked for my money back, as this is clearly not working out.

In a last ditch effort, the GM again gave me the first guy, the Fitness Manager, who was supposed to meet me that first time. He asked me to try another introductory session with him. I did, and I loved it. It was great. He gave me "homework" and I was very excited. However, he didn't give me his details. Later that week, when I needed a refresher on the "homework" (on the order, specifically), I tried finding his phone number. I couldn't. I contacted the GM multiple times, and was ignored over and over again, until the day later I finally got the number. I texted to ask him for the exercise order, and got no response. Then I got very ill, and was forced to cancel our training session, so I texted him that. Nothing. Then I didn't text him as I remained ill and our next session came and went, but he didn't bother either. It took time, but eventually I realized — this is not okay. I shouldn't have to chase them down so much.

So this past week, I contacted the GM multiple times, asking him to please just give me my money back for the personal training sessions, no harm no foul, as it's simply not working out (however, I do love the place and the classes, and am not intending on ceasing my membership altogether). I had to keep contacting him and look for him in person, and finally got to him through email. He emailed me back that it's up to the trainer/fitness manager to give me my money back, and that he's out of town for an emergency, and would be back by Saturday. He also "cc-ed" him in the email. I never heard from the fitness manager/trainer — you'd think that a professional would use this opportunity to apologize, even slightly, for ignoring me and not staying in touch with me as his client, but no.

Saturday came and went, Sunday came and went, and nothing. I tried contacting the GM to ask what is going on, and again.. Nothing.

I am at a loss. This is unprofessional, to say the least. I don't know why they are behaving this way to a paying customer, but frankly, this is insulting. I feel like I am chasing people to give me my money's worth, or my money back, and I don't appreciate that.Desired Settlement: Full refund of the personal training sessions I had paid for.

Consumer

Response:

At this time, I have not been contacted by Crunch Fitness regarding complaint ID [redacted].I have tried contacting the business multiple times, and have not heard back from them at all.Sincerely,[redacted]

Business

Response:

Member’s account was already approved for refund prior to the request being sent to the Revdex.com

Review: I joined Crunch Gym in July 2014, with a $20 monthly membership fee. In October 2014, I paid an annual membership fee of $40.76, which covered the period 10/**/2014 - 10/**/2015. In February 2015, I down-graded to the $10 monthly fee. On April **, 2015, I was charged an additional $40.76. I spoke to the manager at Crunch [redacted] and showed documentation of this additional fee. I was told that it was a mistake and he would contact the billing office to refund my money. The manager sent several emails to the accounting office. I spoke to him several times and was told that there is only one (1) person who handles refunds. This person over-sees six (6) other gyms. It is not my problem if Crunch has inadequate accounting services. The manger is unwilling to give me the name & number of a contact person to speak to. I went Online, however, none of the numbers listed for Crunch, allows me to speak to a person. I did contact [redacted] at ###-###-#### and spoke to someone who said she could speak to the manager and get authorization to release my money. The manager said he's not authorized to give verification of my refund due. In June, it will be two (2) that I have been attempting to resolve this issue. Until I receive my refund, in a period of six (6) months, I have paid $80.52 in annual membership fees. I cancelled my Crunch membership effective May *, 2015.Desired Settlement: I would like Cruch Gym to refund the additional $40.76 that was deducted from my bank account or send me a check for the above amount. Immediately.

Business

Response:

Good morning [redacted],Hope your day is going well and thank you for reaching out. I have just emailed you regarding your situation and have left a voicemail for you as well. This complaint wouldn't be managed from our location as your club is independently owned. As noted in my email to you, you will have to resolve this issue with your local club management as we operate on different systems and policies. I have sent the club owner your complaint for follow-up. Unfortunately, Revdex.com sends all complaints our way when they should be filtered to the corresponding contacts. Once again, my sincerest apologies for your frustration. Best, [redacted]

Review: First off, Crunch is an awesome gym...I just have fallen into a rough patch and didn't receive the understanding/customer service I would have hoped for. A few months ago, I was injured in an accident. Not only was I unable to work-out, but as an EMT I was unable to work. I missed a payment on my account but was still trying to get back on track. When I decided I wasn't able to get caught up in my bills I tried to cancel my account. I was told I couldn't do that unless I paid the balance and was then charged a second month. I stated I was unable to pay in full right now which is why I need to cancel. I also asked if I could at least put it on hold since I wasn't able to go and my balance due locked me out of the club anyway. I was told no. Instead, I was continued to be charged a third month even though I hadn't used the club in months and,nor, was I allowed to use it even if I wanted to. I don't think its fair to continue to charge someone if you aren't even allowing them to use the services.Desired Settlement: I don't mind paying the first month that I missed but after that I did try to cancel so that my situation wouldn't worsen. I would just like to be able to handle this before it gets even worse. Cancel my account and resolve my balance due.

Business

Response:

As per documented conversations on the membership profile for this account, the first phone call regarding cancellation was sent as of 12/**/13, after billing had been submitted for both November and December. The balance for January has been removed, but any past due balance for these two months are valid, reflecting a total balance of $149.98. As a courtesy, billing return fees of $15 each for the months of November and December have been waived. Currently, membership is past due for $119.98. Please submit any medical documentation to [redacted] for review and any further possible adjustments.

Thank you.

Review: I submitted a cancellation form to terminate my Crunch membership on February **, 2013. The representative to whom I spoke at the [redacted] location told me that I might be charged for March because it takes time to get a cancellation in the system - and that if I were charged I should call for a refund. My card was charged on March*, so on March * I submitted a refund request through the Crunch online consumer contact form. I received no response, so I submitted a second request on March **. I received no response to my second complaint either - and then my card was charged again, on April *. After my card was charged for April, I went to the [redacted] location of Crunch and spoke to a representative. I was assured that my membership had been terminated, and I would get a refund and my card would not be charged again. Since then, Crunch has continued charging $89.99 to my credit card on the [redacted] of every month - for a total overcharge, at this point, of $449.95. I have spoken to representatives repeatedly, on the phone and in person, and this has not been resolved.Desired Settlement: I demand that Crunch refund $449.95 of improper charges to my credit card and cease billing me. I would also suggest that Crunch work with the Revdex.com to develop an adequate system for handling online and by-phone consumer complaints; Crunch currently directs consumers to visit club locations to resolve most problems, and does not provide adequate contact information for follow-up.

Business

Response:

Greetings,

Review: Crunch purchased several locations, including memberships, from [redacted] in 2014. I was never notified that my membership had been transferred nor did I receive an updated contract.

Having heard of the transition, on Aug **, 2014 I stopped by the [redacted] location to inquirer and get everything I needed to access the facilities -- I had already been paying Crunch for several months. I was told by the guy at the front desk that I had an all clubs membership but he was unable to activate my membership and get me set up because he did not have the required information/procedures. I was referred to the [redacted], and advised to email her.

On Aug **, 2014 I sent an email to [redacted]) and advised her of my visit to the [redacted] location earlier in the day. I asked specifically what I needed to do to get set to access the gym facilities for which I was paying monthly dues.

I did not receive a response from [redacted] to my above email sent on Aug **, 2014.

On Aug **, 2014 I called the number on [redacted]'s business card. A woman at the [redacted] location answered the phone and advised that [redacted] was not working that day. I was transferred to [redacted]'s voice mail and I left a detailed message with contact information.

On Aug **, 2014 I sent [redacted] an email confirming that I left a voice mail message (above).

I did not receive a response from [redacted] to my above voice mail and email sent on Aug **, 2014.

On Sep *, 2014, I visited the [redacted] location (the facility I used most frequently as a member of Club One). I informed [redacted], who was working the front desk, of my situation and that I wanted to cancel my membership since ====>Crunch was unable to set me up for access to the facilities for which I had been paying and I had received no response/help after trying four times.<====

I was informed by [redacted] that my membership was active and he did not understand the problem. He was also apologetic and seemingly baffled that the [redacted], had not returned my emails and calls. I advised [redacted] that I had had enough of the unprofessional service and behavior from Crunch and simply wanted to cancel my membership. I was advised that I would have to pay through the end of Sep 2014 because dues are for 30 days in advanced. This obviously additional insult to injury -- being billed for yet another month for services the company was unable to provide.

I have been paying for services that Crunch is unable to provide. I tried four times to resolve whatever issue Crunch was having, including escalation to a "[redacted]." Crunch did absolutely nothing to correct the situation. Crunch's business practices and the behavior of [redacted], are unprofessional and lack ethical integrity.Desired Settlement: I am asking for a credit to my credit card for $180 dollars. This amount represents the monthly billing for August (when I was trying to gain access to the facilities for which I was paying) and Sep (the month I am billed for and will not be using since I cancelled my membership due to not being unable to access Crunch facilities).

Note: I have paid for and am not disputing the months I was billed from the time Crunch acquired Club One facilities through the end of July 2014 since I was unable to use the facilities due to personal reasons. I am disputing the two months billed (Aug and Sep) when I tried to use the facilities for which I was being billed and Crunch was unable to set me up for access.

Business

Response:

Member has been in contact with Member Services and has accepted complimentary membership time for the unique situation regarding his request for refund. Further communication regarding the adjustments will be made at the club level and via confirmation email. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My rates were raised $4 per month without written notice. My contract states that I must receive written notice of 30 days before the rate can be raised which I have in the past. My address listed on file is correct and I have received promotional materials from Crunch in the interim. I was not notified that my rate was going up and when I contacted Crunch I was told, "Too bad, it was sent and you're paying a lower rate than our other members anyway...nothing we can do." This seems to be a fraudulent practice and I'd hope to receive written notice in the future.

Business

Response:

Hi [redacted], Thank you for your patronage at Crunch and we apologize for any frustration this has caused you. As noted in the agreement you purchased in 2013, it clearly notes your dues will increase. The notice is a courtesy and was mailed to the address on file in December 2014. You also received an increase in 2014! There are no notes on file indicating you spoke with a Crunch Representative regarding your account. If you called our 866#, please forward me the date and time so I may listen to the call to verify your statement. Best, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Hello, I did not call the 866# however I spoke to [redacted] at Crunch Union Square and was dismissed. I accept that my dues will increase with adequate notice, however, no notice was given and when brought to the attention of staff dismissed. Is there record of a letter being sent to my address? Thanks, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi [redacted], Thank you for your patience with this matter. We have given you advanced noticed upon joining and have even pointed out in yellow the section where you have been advised of the increases. We mail out letters one month prior as a courtesy even though you as all members alike have been given advanced notice in your agreement. I've attached your agreement for both you and the Revdex.com to review. Best, [redacted]