Crunch Fitness

Review: It's a health facility, Crunch, in the [redacted], Account Exec., would not honor the current online promo price of $9.95 per month, saying it's only the [redacted] (a small franchisee) that's honoring this promotion.When I called the [redacted] location, ####-###-####, and spoke to [redacted] and [redacted], both assured me the online price would prevail in any location of Crunch.Would appreciate if you can check their website advertisement under crunch.comAs always, thank you so much !Desired Settlement: DesiredSettlementID: Other (requires explanation) If [redacted] of Crunch [redacted] can duplicate this online promo as advertised (no location restriction), I shall be happy.Thank you.

Consumer

Response:

At this time, I have not been contacted by Crunch Fitness regarding complaint ID [redacted].

Sincerely,

Business

Response:

Greetings,

Customer has received a $9.95/mo quote for the Crunch Elk Grove, Sacramento location, which is a franchise location; a separate entity from any Crunch corporate locations. Corporate locations specified on the webpage crunch.com, such as Daly City, CA offer higher rates in comparison to franchise locations, as these clubs are essentially owned and operated outside of the Crunch corporation. Daly City will not be able to honor the $9.95 rate, but does offer other promotional rates depending on occupation, student status, etc. Customer’s contact information has been forwarded to the General Manager’s attention at Daly City, who will reach out to customer regarding current specials.

Thank you,

Ms. [redacted]

CRUNCH

P.O. Box 1918

Old Chelsea Station

New York, NY 10011

Review: I purchased a multi-year membership that included a 1-year membership coupon for use in the final year. After my "paid" period was complete (August, 2015) they would not honor the coupon for the final year of the term.

This occurred at the Crunch Gym located at [redacted]

Phone:###-###-####. The coupon was refused by club manager Anthony R[redacted].Desired Settlement: Simply honor the coupon per the original agreed upon terms. The coupon was completed by (and has an original ink signature) of the membership director (Michael H[redacted]). That membership director is longer employed at this location.

Business

Response:

This issue has been resolved as of this morning. Best, Jasmine V[redacted]Member Services Manager

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]They have not offered any resolution. No contact at all.

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

Sincerely,

Business

Response:

[redacted] This issue has been resolved. Per the club, the certs were honored as of yesterday morning. Please get in contact with the club. Again, this issue has been resolved. Best,Jasmine V[redacted]Member Services Manager

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: Crunch [redacted] Started advertising for business to consumers roughly around May of 2013. From my investigating they signed everyone up and took their money with an opening date of July of 2013. Since then, it is November [redacted], and they are still not open with little or no updates on the current status of whats going on. They shouldn't have took any monies if they had a stop work order in place, or even have advertised. Many consumers are still looking for updates, and a majority are still looking for refunds which they say can only be mailed as a check. One consumer was told 7-14 business days, and after that duration of time, when they didn't receive said check they were told to "be patient". I think this should be investigated.Desired Settlement: Force them for more information to their consumers. Or immediate refunds/extended memberships.

Business

Response:

Our apologies for any frustrations in regard to the delayed opening of our new [redacted] location. Unfortunately, there have been delays by the city in which we are required to adhere to. Although the location is not opened as hoped, no member of this facility has been charged monthly membership dues, and has only paid the enrollment fees when signing. Monthly dues will not begin to deduct until the club is officially open. Furthermore, every member of this facility requesting refund is indeed provided a full refund, as the club is not yet ready and we understand some individuals may not want to wait. The duration and method of refund is not a lack in customer service, but limitations in place systematically in order to actually process each refund. Crunch is not withholding information or money from any individuals regarding the status of this club.

Review: I received a call from Crunch Fitness one Saturday this month in February about an over due bill that I knew nothing about in the first place. I told the billing agent that I do not control the payments on the account. I then told her that the account will be paid in full. But then I got a call the next day and I told that lady the same thing but asked if the account could be closed so I would not get any more calls. She told me no. Sunday night I get another call about the same issue. Like these please do not place notes in to the system or some thing. I told that lady that she was harassing me about a payment I have no control over and that they will get it when either I have it or the card owner has it. But to leave me alone about the issue. I got a call from them Monday evening, I called their calls there after. I continue to get the alerts of the phone calls every from them. I grow tired of them harassing me for payment that they will get when I or the card owner gets paid.Desired Settlement: I would like for the account balance to be placed at $0 and the account closed. Along with an apology for harassing me.

Business

Response:

Hi [redacted], can you please tell us which Crunch gym you belong to? We are having trouble locating your membership.

Consumer

Response:

I am a member at the [redacted] Crunch Fitness club in [redacted]. I spoke with the billing people and they put a note on the account to not call me again. And that the bill will be paid in full by the end of the month.

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: SIGNED UP FOR A MEMBERSHIP WITH THIS GYM IN THE SPRING OF 2012, FOR $20, WHEN THE GYM WAS SAID TO OPEN THAT SUMMER. GYM NEVER OPENED AND I ATE THE $20 AS DID ALMOST EVERYONE ELSE IN MY NEIGHBORHOOD. I HAVE SINCE MOVED (TODAY IS 3 YEARS LATER) AND THIS MONTH RECEIVED A BILLING STATEMENT FROM THAT SAME CRUNCH LOCATION FOR MY FIRST MONTH AT CRUNCH, FOR $9.37. I CALLED CRUNCH AND ASKED WHY I WAS BEING BILLED. APPARENTLY THE GYM HAS RECENTLY OPENED AND THEY HAVE DECIDED TO BILL PAST CUSTOMERS. A CRUNCH REPRESENTATIVE APOLOGIZED FOR THE FACT THAT I NEVER RECEIVED A NOTICE OF THEIR OPENING, WHICH IS NOT SURPRISING SINCE I'VE MOVED FROM THAT AREA IN 2014. THE REPRESENTATIVE WOULD ONLY CLOSE MY ACCOUNT AFTER I PAID THE BALANCE DUE, FOR A SERVICE THAT I NEVER RECEIVED! AS FAR AS I WAS AWARE, THE INITIAL MEMBERSHIP OF $20 WAS FOR THE YEAR OF 2012, WHICH I NEVER TOOK ADVANTAGE OF BECAUSE THEY NEVER OPENED. AND NOW I WAS GETTING BILLED MONTHLY FOR ACCESS. RIDICULOUS.Desired Settlement: $29.37 FOR SERVICED NEVER RECEIVED.

Business

Response:

Good morning [redacted], Thank you for reaching out and apologize for any delay or frustration. Please see the attached email thread between both you and I. Our call center reps did provide us with a report which your name was on back on 5/** of your interest to cancel and receive a refund which we our accounting department has confirmed and released the check via [redacted]. Please notify us when you receive the check.This issue has since been resolved! Best, [redacted] - Crunch

Review: I cancelled my gym membership 7/*/2013. I was told while cancelling the membership that since July 2013 dues were not billed yet, my last month's due that I had paid in the beginning of my contract would apply and I did not owe anything else to the gym. 7/*/2013 I received a phone call stating I was passed due. 7/*/13 I spoke to [redacted] the manager and she told me I owe $39.99 even though I had already cancelled my membership. She told me that the person I spoke to was wrong and that since I did not cancel on 7/*/2013 I stilled owed dues for that month and then I could have my last month's dues applied. I was billed by automatic payments to my credit card. Crunch Fitness disabled my credit card from the file when I cancelled my membership. So why would I be put into collections for past due account when: 1. I was told I owed $0 and 2. Crunch deleted my credit card information. On top of all this conflicting information the manager [redacted] was not at all abliging when I asked her to stop the collection process. She told me that someone, not one of "her staff members" deleted my information accidently. I still owe them money and I will go in collections. I can see if I had already been billed, and the last month was applied to the following month. I was not billed, they deleted my info. I am not using the gym. I feel I do not owe them anymore money.Desired Settlement: Since my last month's dues were not charged on my credit card when I cancelled my membership. I would like the last month dues that I paid in advance applied to the $39.99 charges that are "past due" on my account.

Business

Response:

Billing date is the 1st, all cancellations must be in by the first as per members agreement. Draft usually post around the 3rd or 5th however billing date per the agreement is again the 1st. We follow the membership agreement in all disputes as this is the last known document that both member and Crunch can state they fairly and willingly agreed into. To do otherwise would open us to setting double standards for our members. Out of fairness to all of our members who cancelled prior to the 1st as per their agreement we therefore cannot waive this policy here. Member will need to pay for July billing and the account has been set to close as of 8/**/13 based on the 7/*/13 cancellation. A copy of the membership agreement can of course be provided for review.

Review: In 2015, I signed up with Crunch Fitness with a no obligation membership which stresses a no hassle cancellation. However, I find myself with great disappointment as I have to contact the Revdex.com to intervene as I have been unjustly charged, have had my cancellation requests ignored, and have been harassed with phone calls 5 times a day for $5.00 late charge fees (I can have my phone company forward official phone records upon request to solidify this statement).

According to Fair Debt Collection Practices Act (FDCPA) it states that a debt collector can't harass, oppress, or abuse me or anyone else they contact. However, I have been harassed by Crunch's representatives over and over again. They have called me continuously for late charges and have emailed me continuously (I can send emails upon request). They have called my phone continuously asking for someone else who was not on my membership, after telling, them this person is not on my membership. That went ignored and they still called over and over again.

I called Crunch in October 2015 and requested my membership be canceled and was told that in order for me to cancel my membership, I had to pay all remaining fees then a cancellation will happen. I paid all remaining fees and my membership was never canceled. My request for cancellation have been ignored which have oppressed and caused me to have accumulated charges on my account with additional late fees. They have continued to make false promises stating that I would receive emails stating that my membership would is canceled. I have not received any to date.

After learning that I was still being charged after cancellation requests, I contacted Crunch on May [redacted], 2016 and told that my membership hadn't been cancelled and the only way that a cancellation can happen is that I pay $129.25. I paid under duress. I was told I would receive an email on May *, stating that my membership was canceled. I did not receive. After all of this, I learned that they sent my account to collections.Desired Settlement: I would like for there to be a billing adjustment for the unjust monthly payments and late fees that I had to pay after I requested cancellations. An apology for the trauma and stress that Crunch has caused me through their oppressive policies, actions, behaviors and harassing phone calls by their agents/representatives. I would also like for there to be a discontinuance of their representatives stating verbal false advertisements of a "no hassle cancellation." This is a lie, as I'm here today.

Business

Response:

To Whom It May Concern (Revdex.com):

Member joined in club on 2/**/2015 and authorized she acknowledged our terms and conditions by signing for the audit. Member had 3 business days for buyer's remorse under New York State's Consumer Rights to Cancel. Member'a authorization is attached here but will not post her agreement unless required as it contains her personal information. Based on [redacted]'s notes, we investigated the claims of receiving a barrage of calls which I have all copies of and there were never any instances where she received more than one call on any given day nor has she been contacted daily. Member tried to initiate cancellation in October only after her account went past due. I can remove this account from collections for her since it shouldn't have remained with them.

Best,

Jasmine V[redacted] - Crunch Corporate Member Services Manager

Review: I purchased a membership with crunch a couple of months back, which I barely used. I changed credit cards due to fraud so initially its my responsibility as a member to contact the gym. Trying to get everything in order It honestly slipped my mind. I received a call from a [redacted] lady telling me I needed to make a payment which now the date was on the ** of the month. I expressed to her when I left work I would make the payment and being that I never had this issue would I be able to get the late fee waived due this being my first time. She explained that if I paid NOW that she could but if I spoke with someone else I would have to ask them. So I did because the night of the rep calling me I left work at 11pm am and the office was closed. The following day I called and spoke with a rep and explained the situation to her she agreed to waive the fee. I also expressed if the payment did not go through why didn't anyone email or call to get payment the week of the [redacted] of the month being that they ask for all my information she agreed. Anyway she waived the fee. Now it is a month and a half later I receive a letter from a collection agency for $5.00. I called to dispute the charge being that this was already handle. I was notified to call the corporate office which I did. I spoke with a arrogant and the rudest person who constantly cut me off rep which her name was [redacted]. She tried to tell me that there was not a notation in the computer we argued for about 10 mins until I told her aren't our calls recorded. THERE GOES MY PROOF. Have your supervisor contact me and I would like to know who it was that helped me. So I call the following day to ask to speak to the supervisor [redacted] and of course she isn't in. I spoke with a [redacted]. She then tells me that the fee is was waved and to disregard the letter. I asked her if it was possible for her to email me our conversation about my balance being 0 now she told me she couldn't and that I should disregurd the COLLECTIONS LETTER.Desired Settlement: I would like the supervisor to contact me by email stating that my account is at 0 because from then on I have cancelled my membership. You aren't able to cancel a membership at a gym with a balance. These people are stealing money from people!!!!!!!!!!!!!!!!!!!

Business

Response:

Hi [redacted], Hope all is well and apologize for any frustration resulting from this matter. I'm taking this complaint offline and will email you once I look into this for you. Please lookout for my email! Best,[redacted]

Review: I cancelled my membership with crunch at the [redacted] location by filling out a cancelation form on 2/**/2014. Crunch has continually charged my visa on file unauthorized and has to this day failed to cancel my membership after a second request.Desired Settlement: I would like a refund of all charges assessed since 02/**/2013 and for my membership to be cancelled.

Business

Response:

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]

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]

Hi,This message is to inform Revdex.com of NY that my issue has not been resolved at all. I personally went out of my way to contact the rep from crunch and she asked me some questions, this was on Tuesday March [redacted]. I have reached out to her again on Friday March 20th and have not heard back. My issue is definitely not resolved, my case should have never been closed. I didn't update the status because I was giving crunch a chance to resolve issues. Thank you,[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 during this investigation to your claim. Your allegations of non-communication are not correct as I have email threads on the [redacted] at which time your patience was requested while we communicate with the club and their management which you acknowledge. In your email to me, you stated you canceled on the [redacted] and your membership lasted for approximately 2-3 months. Per our records, you joined on 2/**/14 so if your membership was canceled on the [redacted], that's just 16 days from your join date. We have not heard from you since February. Notifications were mailed out to you which the post office would forward to your new address. The club management has searched for the cancellation document at which time we have not found any proof towards your claim of cancellation. Unless you can provide some type of proof of cancellation a refund will not be made available to you. We apologize for your frustrations in this matter however, we are not at fault as we do not have a signed document between the member and the club. Best, [redacted]

Review: Canceled my membership 30days prior to next bill date(had paid last month in advanced). Since then they have continued to bill me.

I have made multiple attempts to have them cease billing and ensure my account is canceled. Every time I call their billing department they tell me a supervisor will call me back and I have yet to receive a call back after numerous attempts. Also, I have replied to every single email bill, while cc'ing the billing department, they have sent me stating that my account was canceled and to cease billing and collecting on my account.

As of the last two weeks I have been harassed by their collecting department with multiple calls every single day.Desired Settlement: My account to be actually canceled like I've requested and all "past due" that they claim to be nullified and to stop being harassed by their collection.

Business

Response:

This complaint has been addressed this morning. Jasmine V[redacted]Member Services Manager?

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,

Josh W[redacted]

Review: I signed up for 18 Pilates sessions. The next week Crunch cancelled Pilates and gave about 30 days in which to use up all the sessions at this location. There are two that I cannot use. The company tried to push me to use a personal trainer, but I already have one elsewhere. I want a refund on a pro rata basis for the two sessions I have not used. That totals $64.00. I have requested that they refund this amount on my credit card.Desired Settlement: Refund of $64..00 for the two unusable sessions.

Business

Response:

Greetings,

Review: Hello, I am filing this compliant because I was involved in a car accident in August 2014, where I was unable to attend the gym or even walk into a church fitness to cancel my account. Honestly the last thing on my mind was contacting the gym to cancel my membership. I was focusing on my injuries and recovery. When I contacted church via email to notify them of the accident and freezing or canceling the membership. I was not granted the adjustment for the billing charges that occurred while I was recovering. In which I have now been sent to collections for.Desired Settlement: I was sent to collections and I would request for the adjustment of a $0 balance and be removed from collections. So I can one day be able to return as a member at crunch.

Business

Response:

Currently, this account is past due for September charges, including the scheduled Annual Fee ($30.30), monthly dues ($20.85) and a decline fee for the past due amount ($5.00). In order to request any adjustment due to medical cancellation, please submit a medical note from your physician describing the reason for leave from the gym and the date of the injury onset. This signed and dated document should be sent to [redacted] for review. Any further adjustments will be confirmed via email.

Review: I became a member of the Crunch in Stratford in April. I gave the worker my information and my debit card at the time of enrollment. I worker took my information and fill out all the forms and the contract was signed. Months later the June I receive a call on my cell phone stating that my credit card information was written down incorrectly. I tell the person on the phone that I am away. she told me to bring in my information the next time I come in. I was out of town for most of the summer. The next time I go to the gym was August * at this time I gave them my information and the worker told me my bill was over a hundred dollars. When I only attended the gym for 4 months. She told me I was being charged late fees from the first month that I signed up. I asked for a printed receipt so I could see the charged, but the worker told me she could not give me a copy. A different worker showed me the screen with my bill displayed and it showed around 68 dollars then my card is charged around 115.00. I do not know what the additional charges are for. I never received and printed bill to view. I feel like I am a part of a scam. They took my billing information down incorrectly. I gave them my debit card they wrote down the numbers. I gave them the same card the on August * when the over charged me for my gym membership. That was not my fault and I am being charged late fee from the day I signed up, which is completely unfair. I spoke to [redacted] on August **, 2013 and he was very rude and dismissive. If my credit card information was written down correctly from the beginning there would not have been any issue. They created the problem and now want me to pay for it. I feel it is unfair for me to have to pay for their mistake. A business should not be able to profit for a problem they created.Product_Or_Service: Crunch Gym membershipAccount_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: RefundI would like the late fees refunded.

Business

Response:

We are sorry for any frustrations regarding the incorrect card number placed on file, resulting in late fees incurred. A refund of $15 has been issued to the member, reflecting a five dollar charge for each of the months of May, June, and July, as requested.

Review: I went in to cancel my membership and the clerk at the counter recommended I put a 6 month freeze on it instead. After confirming with him at least twice I will have NO charges on my account after the date I froze it I was surprised to learn that the yearly charge was still deducted from my account. I do not think this is fair or an ethical business practice. The main reason I signed up with this gym is the array of classes offered. After loosing one of the best trainers I was not satisfied with the replacement. Also I went to several different Aerobics/Pilates and Yoga classes and was disturb to find that most of the female instructors where not in good physical shape as expected when attending a class, in fact most of the female instructors where overweight. Which is not good motivation when the whole reason for a gym membership is to get motivated to get in or stay in shape.Desired Settlement: I would like a refund of the $29 charged to my account.

Business

Response:

No member information found under name and information given by consumer. Business will contact consumer to verify account, and make further adjustments, if necessary.

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]

I am still awaiting to be contact via the franchise that I signed up with. My issue has not been solved yet or looked into. The headquarters should have access to what their franchises do as headquarters they are responsible.

-Katie

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

Sincerely,

Business

Response:

As of today's response, member has since been contacted by the franchise location. A refund for $29.00 was authorized and processed, accompanied by an apology for this member's unfavorable experience with the company.

To whom it concern.

I am writing to express how poorly I was treated at the time of trying to become a member at the crunch gym a[redacted]. When I walked in, I asked the front desk employee that I needed to use the restroom, she told me that I needed to go down a half a block. I found that ridiculous since I could have easily went in the restroom in the gym and was denied access. I then walked out but went back in to speak to a manager, his name is Michael A[redacted]. The manager told me it was company policy and that he couldn't do anything. I was treated poorly as a potential member and wouldn't recommend anyone to join this gym. I have been working in the car dealership business for over 20 years and never treated a customer like this. The customer is always right no matter what.

Review: Some months ago I purchased a Crunch Gym One Year Membership ([redacted]) but before purchasing I had questions because I wanted to ensure the membership would be a good value and work for my needs. I basically asked the sales rep at the Gym whether their were weight limitations on any of the equipment and he said there were none.

I was concerned about my weight being too much for the treadmills but his verbal reassurance sold me and I signed up. I visited the Gym a couple of occasions and each time my weight caused the machines to cease working. After the last occasion I never returned to the Gym because I realized it would be impossible for me the equipment to provide me a workout and I also looked up the manufacturers which do list weight capacities a hundred pounds lighter than what I weigh.

So basically I was sold by being given incorrect information and as a result purchased a membership I cannot use to the same level as other members and even worse because their were indeed weight limits on the equipment set by the manufacturer I was potentially put at risk of injury by being assured their was not a weight limit.Desired Settlement: I request Crunch Gym Corporate ensure a refund to my card prorated for the few days I used the membership. I also ask that Crunch Gym Corporate ensure my membership is cancelled.

Consumer

Response:

At this time, I have not been contacted by Crunch Fitness regarding complaint ID [redacted].

Sincerely,

Business

Response:

Case #: [redacted] Confirmed that member’s weight had no relation to systems down. Management/ownership recalls discussing issue with member around time of incident, and stated that machine down was related to a circuit breaker going out, and not due to any individual’s weight. No information can be verified here regarding reason for non-use or incident at club regarding limitations of use, so no refund will be issued. Please let me know if you need anything else here. Thank you, [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:

Hello,I will accept a pro-rated refund from the day of my last visit to the gym. My thought is I went in on three occasions after signing up spread across a couple weeks and the equipment I paid to use just didn't work.I do not believe what I'm asking for is unreasonable. Also the reason I'm not accepting the other option is I now go to a [redacted] drop in gym.

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

Sincerely,

Business

Response:

Club owner verified weight limitations with manufacturer and while this wasn't deemed to be the issue, club is willing to offer member a refund. It is currently being processed and will submit update once refund is posted.

Review: I joined and paid for new Crunch gym and personal trainer time several months before it was built. I was assured that I could get a full refund if I was not satisfied with the facility once it opened. I was also assured that individual lockers would be available to store gym clothing at an additional monthly fee. This was an important feature, and I went in several times before the gym opened to ask about the lockers so I could get one assigned as soon as possible. When the gym finally opened, I was told that they reconfigured the space and will not be offering monthly lockers. I immediately asked for full refund and never used the gym. I went back to gym several times to ask about my refund and to request that they stop billing my [redacted] Card.

I was only recently told by the Operations Mgr that I had to fill out a request form for the refund. She assured me that I should hear about my refund app one week later. It has been app one month and I have not received notice about my refund. I have returned to the gym in person several times but I am always given a run around. Today, I demanded the name of someone I could speak with outside of the [redacted] location. I was told that I should contact crunch.com. I did and at the end of filling out my complaint, I received a prompt stating that the form would be sent to the [redacted] location.

Thank you.Desired Settlement: I am seeking a FULL REFUND of all the money I originally paid for the gym and trainer svc, and a full refund of all funds that Crunch billed monthly to my [redacted] account during this past year.

Business

Response:

Our apologies for any frustrations regarding this membership. Please understand that a cancellation must have supportive documentation in order to process any refund or adjustments here. A full refund of dues is only available within the first 3 business days of purchase (in this case, being the first three days that this location had opened, as presale memberships did not activate until the opening date.) This policy is found in the terms and conditions of the agreement this member had entered into, as well as explained during enrollment presentation. As of now, the account is closed and will not incur any further payments. Please advise if any documentation can be provided regarding a cancellation (i.e. copy of Cancellation Form, or email confirmation of cancellation by calling our ###-###-#### cancellation number. If these documents are not available, any document (email/letter) from a Crunch employee or membership advisor regarding a prior cancellation will also be reviewed.

Review: While establishing a new membership with Crunch in Daly City, CA, (April, ** 2012) two single gym memberships were created rather than a joint/household account; which resulted in initiation fees, prorated first month, last month and current month charges being charged. When the credit card statements alerted us to a problem the following month, we returned to the local club, spoke to the member services person (who spoke with a manager) about voiding one of the individual memberships without a penalty, returning the extra charges, and changing the remaining individual membership to a household membership with a slight monthly increase. Manager approved, paperwork was completed (April **, 2013), one membership card was canceled (for the duplicate individual account) and a replacement card was issued for the now joint account. For the now household account, the monthly charges increased from $34.99 to $54.98 - which was expected do to adding the additional household user at an increase of ($19.99/month). The first individual account ([redacted]) is [redacted] and added user ([redacted]) with [redacted]. For the individual account created in error ([redacted]), [redacted], the initial start up charges have never been refunded nor has the $39.99 billing ever stopped - yes, its been 17 months. Numerous attempts to resolve this have failed (initially in person, then e-mail via "contact us" on their website, and phone.) We've since moved 41 miles from the club and its not convenient to use the club nor visit the club to resolve this. The most recent attempt, 8/*/13 via the "contact us" section of their website (for billing and cancellations) promising to be contacted within 48 hours have resulted in no response (again). Their records will clearly indicate we have not used their facility since sometime in December 2012/January 2013 - which is when we moved. Credit Card disputes have been filed appropriately with card issuers.Desired Settlement: Immediate cancellation of: [redacted] Refund of set up, initiation and monthly billing for [redacted] for April 2012-current (September 2013). My estimate is $39.99 x 17 months ($679.83) plus last month ($39.99) and initiation fee ($49.99) = total $766.81. This can be a refund to the credit card associated with the account. Remove our email addresses, postal mail and phone numbers from your marketing, membership, newsletter, etc. solicitiation lists. An apology letter for the issue, ignoring our requests for resolution thru their channels and general run-around.

Business

Response:

Members concerns and refund request have been addressed. Full refund pending, and member has been contacted and notified of resolution. No further action required.

Review: In December 2014 1 I had signed a month to month contract with Crunch Fitness via online membership application. Sometime during April 2015, at the [redacted] location I met a personal trainer, and through some time and email/text exchange, became committed to work with her. I first purchased a 30-session package; as things were going so well, I purchased another two 30-session packages, receiving training approximately 2-3 times a week for the next nine months. However, my trainer was let go from the company recently in late November. I was completely heartbroken as I built an intimate relationship filled with trust and friendship with this person. I asked the business if they could issue me a partial refund, as I still had 16 sessions left. Instead, they encouraged me to work with a different trainer. Now, like I mentioned earlier, I had been with MY trainer for 9 months, meeting 2-3 times per week and corresponding through weekly emails about my goals and progress. The new trainer that the gym was going to set me up with had no knowledge of my medical background (which I shared with the now terminated trainer), my endurance and stability levels, nor any of my progress notes. This new trainer really didn't have a starting point for me other than what I told her I did and what I wanted to work on. This really made me feel like I was forced to make a new friend and took the personal out of personal training. It also made me feel like I was working back at square one. I told the manager that I felt uncomfortable working with a new person, as trust is a very important factor to me. In the end, I compromised and met up with the new trainer.

I also e-mailed a manager named Jasmine V[redacted] approximately two weeks, because I also wanted to cancel my membership as I could not financially afford it anymore and I was diagnosed with a health condition back in early November that made it hard for me to work out (making December the last month of my membership). She answered one of my questions, but has still yet to answer why I cannot be issued a partial refund of the training sessions, other than stating the contract I signed says that refunds will not be given on the basis of employee termination. However, the contract does state that it can be cancelled upon diagnosis of disability lasting more than 6 months that make it physically impossible to finish out the contract; cancellation date is concurrent with date of onset of disability. This is also my situation, but since the manager has not gotten back to me, I can not explain my condition. As a side note, I think that statement about not issuing refunds because of employee termination is not fair for those who have been involved with one trainer for at least 6 months or more, as a specific bond has been built and cannot be easily replaced or replicated. They tell me the contract is with the gym, not the seller/trainer -- the seller/trainer is an ambassador of the gym and the truth is, NO transaction or profit would have occurred if not for the seller/trainer. The fact that they can slip this into the contract seems, to me, a way for the corporation to bully their members and take their money, not taking into consideration the member's ultimate goal of health.

Though I appreciate the club trying to accommodate me by assigning me a new trainer, I don't think my basic needs are being met and I am not getting the services I paid for in a trainer. The trainer that the club has tried to set me up with (whom I've texted multiple times and met with) is very limited in her schedule, as she has a 9-5 job on Tuesday, Wednesday, and Friday. This only leaves me Monday and Thursday morning to work with her, which is not helpful as I am not available every other Thursday morning. She has also informed me that she is leaving on December [redacted] to visit family for the holidays and will be gone/out of state for two weeks. Already, Crunch cannot promise me the consistency I once had with their previous trainer. Upon speaking with her and understanding her workout routines/regimes, I am unsatisfied. I have tried to work with the company by complying and compromising with their requests, but I am at a point where I am not satisfied with the services, as they are nowhere near what I was getting before, and therefore I ask for a partial refund. In addition, Crunch has the option to offer refund for personal training sessions within three days of signing a contract; to me, this means that if the consumer realizes they are not happy with the services, they can ask for a refund. Setting me up with a new trainer is very much like signing a new contract - a different trainer is a different person with a different approach, therefore a different service. I am not satisfied with this new trainer; her services are not what I paid for. Surely, Crunch has issued partial refunds for unused training sessions (as seen on your website under a complaint filed back in November [redacted] 2013) and I'm confident they have the ability continue to do so in the present.Desired Settlement: A refund of the 16 unused sessions, at $85 a session, totaling $1,360.

Business

Response:

Good morning [redacted],

Thank you for reaching out and apologize for your frustrations. Your email from 12/* has been reviewed and based on our agreement and as mentioned in my email prior to 12/8, a refund for your personal training is not justified. In both your emails, at no time was there any medical documentation included to support your claim.

Please revisit your Personal Training agreement and get back to me with the required information. You have my email but in case it's not readily available, you can reach me directly...[redacted]. If you require another copy of your agreement, please advise and I will send over to you.

Have a wonderfuld day.

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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Ms. V[redacted] has still failed to produce a detailed explanation of why my situation cannot be made an exception nor has she responded to the multiple reasons as to why it should, such as not being satisfied with the new trainer/member experience - this experience is not what I paid for, alongside the medical reasons (which I can produce the necessary paperwork from my physician if/when needed). And one reason, in particular, stands out in my mind: the Revdex.com website shows PROOF that a partial refund was given to a member even though the trainer was terminated. Why was that member given a refund, but not me?

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

Sincerely,

Business

Response:

This case is considered closed! Matter 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: In 2013 I signed up for a membership at Crunch Fitness, Bushwick, however the club mis-advertised its opening date. On April ** 2015 I was first billed from the venue for the agreed upon price on $9.99. Today, 8/*/2015 I received a bill for $30. I contacted the gym and they told me it was an annual fee that was charged after 4 months of membership. I tried to cancel my membership and be reimbursed my money as a) at no point did Crunch notify me of this annual fee, and the written information which I have documented in email never mentions it and b) Crunch began memberships on 4/** for ALL new clients who had signed up in the prior years (they spent years claiming the gym would be opening.) I was then informed that I would not be able to cancel my account or be reimbursed, and that the owner was on vacation so no one could help me so I can call back in 2 weeks and cancel then. I am trapped in a membership I do not want and being charged for fees that I never agreed to, with the business refusing to address the issue in any way.Desired Settlement: I want my membership cancelled and the annual fee refunded.

Business

Response:

Attention Revdex.com:[redacted] and I are working offline to resolve this matter. Best, Jasmine V[redacted]Member Services Manager

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. The representative I spoke with was wonderful and very helpful. Thank you.

Sincerely,