Crunch Fitness

Review: I joined Crunch Fitness in November 2013. When I joined, I paid my last month's membership fee as part of a promotional deal the company was offering. In May 2014, I cancelled my membership because I was relocating. I went to the gym in person to cancel and was told by the gym's [redacted] that since I had already paid my last month's membership fee when I joined, I would not be charged anymore.

The week of June *, I began getting phone calls from Crunch Gym's billing department because they were attempting to debit my card for a June membership fee. I told them, repeatedly, that I had cancelled my membership and had already paid my last month's membership fee, so they should not be charging me. Finally, on June *, after receiving these calls five days straight, I demanded that my information be removed from Crunch's system because their attempts to charge me for a service that I had already paid for were illegal and their repeated calls to me constituted harassment. They agreed that they would stop calling and would remove me from their system. On the morning of June *, I received another phone call from Crunch billing asking for my updated payment information. I informed them that I would file a complaint because they were attempting to charge me for a service I have already paid for and continuing to harass me.Desired Settlement: I want Crunch to remove my information from their system permanently and cease from ever contacting me again, for any purpose.

Business

Response:

This account has been cancelled successfully, with an effective end date of 6/**/14. The balance that had been erroneously placed on file for June has been adjusted to reflect last month's dues. There is now no pending balance. Member should not be contacted again.

Thank you.

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 on June

**, I received an email from Crunch stating that they had in fact NOT resolved the issue. The text of the email is pasted below:

Based on this email, it's clear that Crunch is continuing to attempt to collect money from me, even though they earlier told the Revdex.com that I do not have any balance left unpaid. Crunch's ongoing harassment of me is totally unacceptable, as are their attempts to illegally bill my credit card for services neither purchased nor rendered. At this point, I will not accept the business's response until they confirm that they have removed all of my personal and financial information from their database.

Sincerely,

Business

Response:

Case #: [redacted]

Although a balance notice had been mailed at a later date, the entire balance had been waived successfully. No balance remains, and account has been closed.

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 attempted to cancel my membership with crunch in June. I was told that in order for me to do so I needed to contact the [redacted] at the location I visited. I was outside of the continental US so I was unable to do so until August. In August I also received a notice from crunch indicating that my account was past due and that if not paid by the end of the month I would be sent to collections. This week in particular (8/**/14 - 8/**/14), I have gone to a crunch location 3 times in hopes of seeking assistance with this matter. On Wednesday I was told that an OM was not available to assist me and that she would call me on Thursday. On Thursday no call came. On Friday I again went into a crunch location. The OM was again not there because she was off. I was told I could come to speak to her on Sunday. It is now 8/**/14 and I just received a call from collections indicating that my account had been transferred to collections. I immediately called billing to express my concern with transferring my account to collections and was told that they could not help me because they no longer had my account. I am surprised and frustrated because the notice said that the account would be transferred if not paid by the end of the month and the month is not even over yet my account has been transferred. I am further frustrated because although I was in Crunch more than once this week, no-one indicated that my account had been transferred to collections when I was making my inquiries. Additionally, I was never given an option to cancel my membership over the phone. Rather, I was told that it had to be canceled in the branch. Yet today when speaking to [redacted] from billing, he let it slip that there is in fact an option to cancel over the phone. When I asked about this he became defensive and proceeded to tell me there was nothing he could do to help me. When I called back and spoke to a [redacted], she was immediately rude and not helpful. She also proceeded to say that there was nothing that she could do to help me. This was all despite the fact that I have not been using this service since May and tried to cancel in June. They are now charging me for a service I have not used and attempted to cancel.Desired Settlement: I would like to have my account removed from collections and to have a guarantee that this will not impact my credit score negatively. I would also like to have my account with crunch cancelled and would like to have the bill adjusted so that I do not owe for a service I did not receive and attempted to cancel.

Business

Response:

As member has provided payment for June dues in amount of $59.99, account has been removed from collections and successfully cancelled. The June balance and payment was valid as request for cancellation was received after June billing was due, therefore applying cancellation to the following month. The member will not be contacted moving forward regarding any balance. 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: Hello--

My wife and joined Crunch Fitness in Reston, Virginia in August 2013. We cancelled on August **, 2013 because we changed our mind due to moving to a new location. Because the location had not yet opened yet, we were able to cancel with a full refund. On 9/**/13, I finally got a refund check (I had paid in full), but it was for $200 more than I had paid. I wrote them a check right away, and they didn't cash it. Sent a new check back to them on 10/*/13. They charged my wife for a monthly membership fee ($40) in February 2014, and I emailed the general manager ([redacted]) on 2/*/14. It took numerous emails and I still was not refunded my money. Her credit card was AGAIN charged for a monthly membership fee on March *, called [redacted] and she attempted to re-terminate the account, and claimed she was sending me a check refunding me for the first month. Today, I went in to the crunch location and they gave me a refund of $40 for one of the months, and claims that "the check is in the mail." PLEASE HELP! I am out $40 for a membership that I properly terminated in writing in accordance w/ the terms of the membership agreement.

Please help me fix this. This is simply unacceptable. I have posted this to [redacted] and [redacted] and sent to [redacted].

Best regards, [redacted]Desired Settlement: Refund plus no more charges.

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] ran a promotion for their new facility opening in August 2013. I signed up in May 2013 and the gym never opened. We found out that the delay had something to do with building permits. Crunch [redacted] was told to utilize Crunch [redacted] in the meantime. The only thing is that Crunch [redacted] was also not opened and people who signed up there were told to utilize Crunch [redacted].I contacted Crunch Fitness (corporate) on September **, 2013 and received the following information: This ticketing system is for members with Corporate Membership only and Crunch [redacted] is a franchise. Corporate Services does not handle franchise locations, you would need to reach out to the owner of Crunch [redacted] to resolve your questions. Please reach out to to the owner. Sincerely,Crunch Corporate Services. They provided me with his name, phone number and e-mail address. I sent the following to the owner the same day: Can you please advise as to the status of Crunch [redacted]? We were told it was opening in August 2013. Then that was pushed back to October 2013 . It is now the end of September 2013 and nothing seems to be happening at that location. I initially sent my concerns to Crunch Corporate Services, but they advise that this is a franchise location and they are unable to assist. They provided your name, phone number and e-mail.We have not received any updates and we would really appreciate some feedback.I chose Crunch [redacted] for convenience. On October **, I received a mass e-mail telling us about unforeseen issues with the city. At this point, I would like to cancel, but can not do so if Crunch [redacted] customer service doesn't respond to my e-mails. Unfortunately, I need to go to the gym and I cannot sit and wait for months until they resolve their issue. I just want to cancel my contract at this point as I am joining a functioning gym.Desired Settlement: I would like a refund and to cancel my contract immediately. It is only fair as we have been waiting since August 2013.

Business

Response:

Our apologies for any frustrations caused in the process of enrolling in this membership. The member is correct in stating that the facility opening has been postponed due to the city. A cancellation has been processed for this account, and a full refund in the amount of $22.03 will be processed to this member and mailed via USPS to the address provided. Please allow approximately 15 business days to receive these funds.

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.

I look forward to receiving the refund via USPS, as stated. I would also like to have a letter in writing stating my contract/account has now been cancelled at Crunch [redacted]. An e-mail from Crunch [redacted] will suffice.

Best Regards,

Review: I have a gym membership with Crunch Fitness. I hurt my back, and due to the pinched nerve I'm unable to leave the house. I made contact with Crunch Gym on several times to pay my debt. I left messages and spoke to their customer service department but my issues aren't resolved. So, on 09/**/13 I wrote Crunch Gym to cancel my membership and I sent in a payment of $35.00. When I called to confirm they received my payment - I was told my payment was received and would be processed in no longer than 3 days. The manager handles the money and all incoming mail. Today is 10/**/2013 and my payment is still not processed. I was told I could mail a payment in by their collection company and Customer Service Department.Desired Settlement: Process the $35.00 payment I sent in. Receive a statement with the final charges due and have my membership cancelled.

Business

Response:

Complaint has been forwarded to location management for further review and resolution, as this is a separately owned club from the corporate locations. Our apologies for any frustrations regarding this matter. Awaiting details of resolution from franchise location, as member support system for this location is not available for viewing by Corporate office. Member will be contacted by location in approximately 3 business days regarding cancellation and payment status.

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 Club One Fitness Embarcadero 2 ([redacted]) starting in 2011. This is the location I signed up at and is the only location I have ever used. Unbeknownst to me my membership was transfer to a different Club One location ([redacted]) that was just recently sold to Crunch Fitness. I was not told of this and was not given the option of transfering my membership back to the gym I go to almost everyday. Club One finally told me that my membership was with Crunch now and if I wanted to continue working out at Emb 2 I would need to re-sign up. I was told I needed to cancel my membership with Crunch. I emailed the cancelation form to a contact I received with no response on May [redacted]. When I followed up with the 1-800 # I was told I needed to go into the location and cancel. I decided to email the location first and ask how to cancel and was told I needed to call the 1-800 number. Also, everytime I told the customer service person of my story it was meet with "well you have to cancel 30 days in advance but still pay the monthly fee for that month". All this time still being charged $70 per month at a place I never went to and never wanted to go to in the first place. I felt that Crunch and Club One created this problem but I was made to feel as if I was the one that needed to solve it by just paying. I didnt create the problem and should not have to 1) jump through hoops to cancel a membership I didnt want and 2) pay for someting I didnt use and didnt want. And what hurts even more is that everyone I have spoken to is not interested in helping. No follow up, no investigation of the issue, no research into this issue and no belief that I might actually be telling the truth. Which I am..Desired Settlement: I want all charges and late fees to be waived.

Business

Response:

Balance has been waived, and account closed successfully.

Thank you.

Review: I cancelled my membership back in January or February to begin starting in April because I joined Equinox. I called the cancellation number and was told that I was all set and would not be billed for April on. Since then, I have received email after email, notice after notice, saying that I owe Crunch money for April, May and now June. I went to the gym to find out why my membership was not cancelled and was simply given the cancellation number again. I was told that it was not noted that my membership was cancelled. I have since sent 8 emails to [redacted] to get this resolved. I received 1 response on 5/*, and sent 7 consecutive emails with no response. I also went to the contact us section of the website to get this resolved with no response. I scheduled time out of my day today to call customer service since I was getting no response via email, although the emails from Crunch say that we can resolve billing issues via the [redacted] email. I am not sure why the email address is available if no one actually monitors the email address. I spoke to the rudest and angriest billing representative who yelled at me, talked over me and threatened me. I was told I would be taken to collections and that it would go on my credit report. She kept saying that I needed a "form" even though I called the cancellation number. I told her calmly that I called the cancellation number and do not know why it was not noted in my account. She said I tried to cancel in April but that was probably a call or email when I tried to get this resolved initially. She seemingly tried to corner me into paying "May and April ONLY and I will waive the late fee" as if to just get me to pay something. I again told her calmly that I did not owe Crunch any money and there was a mistake on someone's part that it was not noted in my account that my membership was cancelled. She then got very angry and transferred me to the Cancellation department. After waiting another 5 minutes, despite already spending about 40 minutes on the phone already, the message was" the office is now closed. Please call back later".

The is the last email I sent to [redacted] which will hopefully illustrate the terrible customer service I have received thus far, with no resolution. I would be happy to provide the full email chain if necessary. "This will be my 8th email to [redacted]. Please note that I also went to the website to voice my concerns via the "contact us" section, also with no reply. I am a very busy working professional but scheduled time out of my day to call the 1-800 number since no one has responded to any of these emails. I wasted approximately 45 minutes of my time with possibly the most aggressively rude representative that I have ever spoken to, with no resolution. Not to mention the monotonous repetition of "All representatives are currently busy. Please wait on the line", perhaps 100 times over the course of 10 minutes before someone picked up. I would seriously consider the use of elevator music instead of making customers hear that message over and over again. Since these calls are supposedly recorded, I would recommend that someone listens to it since I stayed calm throughout the call while the representative yelled at me, talked over me, lied, and threatened to take me to collections.

I have to question the quality of your staff since this is no way customer service should act in any circumstance. I have no issues dealing with people like this and told her calmly multiple times that I have cancelled and reached out to this email address [redacted] many times over the last month. She continued to threaten me and tell me that I owed money and that she would "waive the late fee if you just pay April and May". I asked her why I would be responsible for this money when I have already cancelled and also tried reaching out to resolve this issue for several months. When she finally got tired, she said she would transfer me to the "Cancellation department". After waiting another 5 minutes, the message was "The office is currently closed at this time".

This is precisely the reason why I prefer to resolve these issues over email as I do not enjoy wasting my time being berated by representatives and getting nowhere. I do not know why your Crunch employee did not note the cancellation in my account several months prior but I do not owe Crunch any money. I remember calling the cancellation number from my office in Chicago so perhaps someone else's membership was canceled, but that is not my problem. Also, there was no "form to fill out", as the representative kept yelling at me for, and her angrily repeating "you signed a contract". I am fully aware of the contract I signed that I need to cancel 30 days prior. I work on contracts daily so yes, I am fully aware of how contracts work and know that I am not in breach of said contract.

Crunch, this is truly terrible business practice. While this is not the reason why I switched to Equinox, I am now very grateful I did. Someone needs to look into the the quality of your customer service since my experience has been truly deplorable.

Thanks,"Desired Settlement: I would like for my account to be properly noted that I cancelled my membership. I would like for the incessant calls, emails and notices to stop, and for the outstanding balance to be removed from my account.

Business

Response:

Greetings,

As per the notes on the member account, it is confirmed that a cancellaton was requested through the billing department. Billing has also noted the account, per cancellation policy, that April dues would need to be reconciled, as cancellations must be received prior to the final month of access. As April billing had already been submitted, the membership would be subject to that final charge of April dues. As of now, the balance has been adjusted to reflect a single monthly charge of $66.99 for April, all other charges have been waived. At her earliest convenience, member must provide a one time payment for April dues in order to properly close the account and avoid further collections activity.

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,

This gym is the absolute worst. Horrible customer service. Can't wait to cancel my membership.

Review: Ive been a member of this Crunch for two years now. From the very beginning I noticed that the showers in the mens locker room didn't have hot water-only warm at best. I've brought this issue to the attention of management over four times and I am tired of not seeing anything happen about it.Several of the employees at this location say that many customers complain about the hot water. Many people just don't shower there because of that reason.Desired Settlement: I want the hot water issue fixed as soon as possible. I want a written progress report on when it will the issue will be taken care of.

Business

Response:

Good afternoon [redacted] Thank you for your patronage and we apologize for any inconvenience this has caused you. Although we have not heard of any issues with the hot water at this location, we have notified our Ops Team to look into this matter. Once again, our sincerest apologies for any inconvenience and we thank you for you patronage. Best, [redacted]

Review: I am very angry with Crunch Fitness for revoking my membership for no good reason. They are so unfair. They allow a person to get personal training for free, and everyone else has to pay for it. I know this for a fact because the girl brags about it. I want my membership back. I did nothing wrong to Crunch. They stole money out of my bank account, and I complained to corporate, and this is what they do to me. It's not fair, and they are unfair. There general manager [redacted] lets a person get training for free that's totally unfair. I told corporate about this, and I think she deserves to be fired.Desired Settlement: I am demanding that they give me my membership back. They are so unfair, and the general manager is getting away and letting a member get personal training for free just because this person is friends with the people. That is totally unfair and I deserve my membership back. They made up lies about me, and they are unfair.

Business

Response:

This membership has been terminated per management discretion and refunded in full due to member disputing charges on file in October, as well as making threatening statements to employees via telephone calls. All amounts paid by this individual to Crunch [redacted] via [redacted] from time of enrollment, including any membership/service related charges as well as an apparel/retail purchase have been successfully refunded. Individual is not permitted back into the facilities after October termination, and any further contact with Crunch or any of its representatives/employees therein may result in Crunch filing harassment complaint with [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]They are lying. I did not make any threats to anyone.

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

Sincerely,

Review: I sent a letter to cancel my membership in September 2013 to the address on my contract (which is month-to-month). When I saw I was billed in October 2013, I sent a second letter - this time by certified mail. The letter was received in New York and a week later someone picked it up (per the tracking record). Last week, I sent an email to the billing department after receiving an email that I owed Crunch money - did not receive a call back. I have been receiving daily calls from a mysterious 800 number with no message left. I figured they were robo-calls. Finally, I just called that number back to find that it was Crunch trying to collect $54 on me! The gentleman on the phone basically said he could do nothing but take my payment of $54. He told me to go to the gym - which I refuse to do as I have an infant at home - which is why I can't get to the gym in the first place!!!! He then offered up an email to a [redacted] to have this person do something about this balance that is in error. I am not optimistic that anything will come of it. When I was sold the membership, the gym manager promised that cancelation would be no big thing since it was month to month. I am finding that this was an incredible lie. I have contacted Crunch 5 times in the last two months and this is still not resolved. I am being threatened with collections/write off. My great credit is very important to me and this experience with Crunch is intolerable!Desired Settlement: This $54 needs to be removed from my account and my membership canceled as per my contract requirements.

Business

Response:

Member's cancellation via USPS was confirmed. Remaining balance has been waived, and the account closed. No further charges will incur.

Review: Crunch [redacted] stated through advertisements sent in the mail in May 2013 that they were about to open a new gym in my neighborhood and were running an "Early Bird" joining special. I went to the website to sign up for the gym. After signing up and paying the fees, the website then stated that I would need to come in person to the gym to sign paperwork. I went to the facility in person and the gym was not open; however, a sales representative was sitting at a desk at the door. He explained the gym would open "no later than the second week of July 2013." He then provided me with paperwork to sign. Come the end of July, the facility was still not opened. I sent follow-up emails and kept being told "any day now." By October *, 2013, I had enough and emailed the facility to cancel my membership and request a full refund. At that point, I was told by a "member adviser" that she was able to cancel my membership, but due to it being more than 60 days since my join date, she could not refund my credit card. She did promise to send a check to my address within 14 business days. It is now October [redacted] and I still do not have a check. When I emailed the same "member adviser" on 10/**, she stated curtly that my membership was only "pending" and I need to be patient. She refused to give me any other details.Desired Settlement: I want my membership officially canceled, not just "pending cancellation" and I want a complete refund of all money given to Crunch [redacted] (joining fee and first month membership fee) immediately. They should not promise "within 14 business days" refund and not deliver. I prefer my money returned to my credit card, or would like my refund check mail immediately to the address I provided them with on October [redacted], 2013. This should be non-negotiable since the facility has never opened.

Business

Response:

Greetings,

Review: Once Crunch found out I wanted to cancel my membership they refused to transfer my membership (that I have paid for) to the new city I am living in.

I emailed the Crunch [redacted]or [redacted]) telling him that I was moving to Miami from NYC and asking about the transfer process. He said I would be able to transfer my membership at a rate of $79.99 a month. I also confirmed that my membership is month-to-month and I have prepaid my last month, so if I cancelled by the 1st, my last month is paid for.

I called the phone line given by [redacted] to initiate the transfer and they said they would be happy to do it. I then said that I would also like to cancel my membership. Then the customer service representative ([redacted]) asked me to hold, and after 45 seconds told me that he cannot transfer my membership. I asked why and he said because he cannot do both. So then I said, then just please transfer my membership to which he said he would not because I was going to cancel. I then asked to speak to his supervisor, who told me that she knew I was going to cancel so she would not transfer the membership.Desired Settlement: I would like my final month of membership that I prepaid ($74.99) refunded, as well as the time I could not use the gym here in Miami because I could not get the membership transferred ($20.79). Total $95.79.

Business

Response:

This membership is transferable, but member must visit the new location to complete correct forms and move forward with the transfer of dues and access. The Billing Department is not able to make this adjustment as there is a need for the member to complete documentation in the club and provide signature for updated agreement. It has been confirmed that the member is in communication with the new location's [redacted], who will be able to assist in the transfer paperwork. Corporate Member Services will be in touch with the [redacted] to ensure this is done at member's earliest convenience.

Review: My card expired in February of this year (2014) and as well as the company I worked for closed. When I received an email that Crunch.com could not take payment out. I responded and let them know my situation and I was cancelling my membership as well. They responded and only wanted my new card info. I did NOT give it to them since they already knew I cancelled my membership but for some odd reason ( illegal business practice) they finally got the new expiration date without my permission!!!! and took out a few months of membership (that was already cancelled) and I sent an email and they responded by saying I have to contact the gym. I logged into my account and contacted them telling them what happened and a few days later another month of membership was deducted and monies are continually to be deducted. I have all the emails attesting to that.Desired Settlement: refund of monies due since I cancelled membership March thru Aug and Sept as well if taken out before this is resolved

Business

Response:

Member received an overdue balance alert on April **, in which she requested to cancel via email. The [redacted] reached out to explain that cancellations must be done at the club in person or via certified letter per the agreement. Additionally, the [redacted] offered to work with the member by putting the account on a freeze to avoid additional fees or a new enrollment fee upon rejoining once the balance was paid. The agreement further states the member is responsible for payments and billing return/late fees if not paid per agreement of EFT. Crunch can collect from the account that was placed on file. Card companies provide us the updated information to avoid hassles every time a card is compromised or replaced. Balance was valid and so we collected. Crunch has no way of manually finding updated card information, so member should not feel concerned about any compromised info – we never have access to the full card number.

Review: I emailed to cancel my membership and Jasmine V[redacted] though she was being funny when responding to an Email that I was on the chain for, in turn making fun of me. I reached out to her and told her what she did and she did not seem to care. I reached out to her boss as well and no response from either of them.Desired Settlement: Refund of last month of dues.

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: Crunch fitness offers personal training sessions with their Personal Trainers. In March 2013, I purchased 160 sessions for $2,760 from a Crunch Personal Trainer, [redacted]. I chose this trainer specifically because my roommate was already working with him and had seen good results. This charge was made on my credit card and was billed to Crunch Fitness. In August 2013, [redacted] was fired from Crunch, for fraud. Further information has not been released as to what exactly the termination entailed. At this time, I had completed 29 of my sessions. Crunch will not honor my remaining sessions with another trainer and has refused to give me prorated money back, for the sessions I have not completed. I have many text messages with [redacted], where he explains the sessions I purchased and other deals since March he told were being offered by Crunch Corporate. Further - as an employee of Crunch, it seems only natural that Crunch is now responsible for fulfilling this purchase agreement. The payment was exchanged only to Crunch Fitness - not [redacted] specifically.Desired Settlement: Because I was able to complete 29 of my 160 sessions, I would like the remaining 131 sessions to be refunded. This refund would be $2,259.75. My original purchase in March was a one time buy for $2,760.

Business

Response:

Hello,

Crunch does has not offered 160 packages of training sessions for purchase at any time. On March [redacted], 2013, member purchased a package of 20 sessions for $2760. Attached are supportive documents including; service agreement, service audit including collected electronic signature for purchased agreement, and an audit of remaining sessions from the package purchased. Crunch will honor the service of the remaining 5 sessions with a new trainer, or will process a refund of value for the remaining 5 sessions at $690.

Further action regarding remaining sessions will require response from the member to the Member Services Department of Crunch.

Thank you,

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:

The documents that were provided by the business are NOT actual documents from time of purchase. No contract was ever given to me for this purchase. Further, the service Audit attached from Crunch shows a forged signature that is NOT mine. This document, is therefore, completely invalid. I have a series of text messages from the employee, [redacted], that show many instances of him (on behalf of Crunch) offering training packages of 160 sessions for $2,760. Or other packages very similar in price.

I am still seeking the full amount I asked for; $2,260. So far Crunch has not been able to supply any support documents that show my sessions are what they claim.

Please see attached for text message examples that confirm the offering of packages.

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

Sincerely,

Business

Response:

The documents provided by Crunch are indeed actual documents from the time of purchase. Please see "Agreement Date" on top of provided service agreement. Agreements are made readily available at any time, if consumer requests a copy. These can be sent via email, or printed and provided at club or via postal mail from date of purchase, or any time thereafter.

Review: I'd like to start that I've been a very happy & loyal member of Crunch gyms for many years and up until this point I have never had any complaints. I throughly enjoyed my membership and time spent at your [redacted] locations.

In June I wanted to explore a new gym option, Classpass, which would give me access to Crunch and many other studios in NYC. I spoke with a representative and she informed me that my account would be put on hold for two months and then close unless I called to reactivate and resume my membership at a discounted rate of $65/month. On the [redacted] of September I called customer service realizing I had not received an email stating my account was closed and wanted confirmation I would no longer be continuing my membership with Crunch. The representative told me that my account was already billed $81.99 on the [redacted] of the month and my account would not close until the end of September. I asked to speak with the supervisor, who was not particularly helpful in explaining the details of my account, and she said this charge could not be reversed. Today, September [redacted], I called my bank to dispute the charge and put a stop payment on the account and called Crunch customer service again to receive the final account cancellation email that I have yet to receive. I was told there is a balance of $81.99 remaining on my account and asked for a card to complete the payment. How is there still a balance on my account if payments were processed on the [redacted]? Ever since I joined I was told the billing date for each month was on the [redacted], so my calling on the [redacted] is time enough to process a cancellation and not charge my account for the month of September. When I spoke with the supervisor today she had a completely different story. She said that payments were processed on the [redacted] and I still cannot cancel the account for September, but now my account will not close until the [redacted] of October! I asked for her to explain how if I want to cancel my membership today it would run until the end of October and she said that I pre-paid for October when I joined the gym initially in 2012, but I cannot transfer this payment from 2012 to end my membership in September. I was also told this last payment of $81.99 will go to the collections department and she proceeded to angrily hangup without answering my billing questions or confirming my account is closed.

I have never had any issues with the Crunch customer service department until I started the conversation of closing my membership, which has now become an extremely difficult process showing the true colors of the customer service team. I would like to speak to a supervisor that can speak to me and answer my account questions without losing his/her temper and help me officially close my account. My phone calls over the past two days have not resulted in any resolution, but only my being hung up on by the supervisor.Desired Settlement: I would like immediate contact from Crunch to have the account closed with a zero balance due & no past due balance. After resolution I would like no more contact, phone or email, from the company & no balance sent to collections.

Business

Response:

Good evening Autumn, The past dues were waived on 9/*/2015. 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: Received advertisement VIA the mail for Crunch fitness in Wayne Nj advertising gym membership on a Wednesday in the month of January 2015 with $0 enrollment and $9.95 a month. So on January [redacted] at approximately 10:45 am I was at the gym to enroll and was told that the $9.95 a month package is $100. up front and I have to agree to a year long contract. The $0 enrollment is for two different packages of $19.99 and $24.95. I have the flyer as proof of this misleading practice should further proof be required.Desired Settlement: I would like the gym to honor the advertisement, $9.95 a month with $0 enrollment to me and anyone else mislead by the gym.

Business

Response:

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.

Review: I was a member with crunch fitness before I severely broke my foot and could no longer do many things I was once able to do. I discontinued visiting but remained an active member thinking I would visit again when I had clearance to go back. I received a letter in the mail after about a year stating I was canceled by default due to inactivity. Shortly following, I received a letter from the Crunch Fitness collection attorney stating they have been attempting to collect my annual due of $29.00. (for whatever reason they did not remove it from my account like all of the previous billings?) I called to complain to the location I had been a member at and they would not answer any questions and said I had to physically come into the building and possibly speak with a [redacted] to have my account handled. I quickly knew they were trying to just get more money out of me. I disregarded all communication after that. I continued to get emails from crunch stating I owed them the annual fee. I then realized they had continued to bill me for a monthly membership that they supposedly canceled due to inactivity. (Why would they not take the annual fee out of my account but continue to bill me for a membership?) As soon as I realized, I called and insisted to speak with someone. I was again told I had to physically be in the location to address my issue. At this time I had a surgery and could not drive for 8 weeks. I told them it was urgent and I demanded to speak with their [redacted]. I was told [redacted]) was not available but she would call me back the following business day. The following business day, I received a voicemail from the same front desk person stating "In order to be canceled, I must pay the annual fee first." I also emailed my issues to their corporate headquarters and [redacted]. I gave up on trying and was on an unpaid medical leave so I no longer kept money in my account for them to try to collect for the said "membership fee". Several more months go by and once I finally made it back to work, my first check was direct deposited and low and behold, the $29.00 annual fee was deducted from my account! I was upset it has taken this long but thrilled it was over! Almost 3 months out, I check my account details only to realize THEY ARE STILL CHARGING ME THE MONTHLY MEMBERSHIP FEE! I emailed them a copy of my bank statement showing I paid their "annual fee"! I called my bank, blocked them from billing me any more, disputed the last months membership fee and got a refund through my bank for that. Today, I receive an email from crunch stating I now owe them $48.95! I am over their attempted communications! It is now becoming menacing and is badgering at this point. They refuse to communicate with me yet they continue to email me about my "oops" billing. I am also going to be filing a complaint with the New York Attorney General. I don't even care that they have scammed me out of several hundreds of dollars at this point. I DO NOT wish to receive ANY communications from them!Desired Settlement: LEAVE ME ALONE!

Business

Response:

We apologize for any frustrations or confusion regarding the closure of this account. The account has since been closed and reflects a zero dollar balance. This member will not be contacted again.

Thank you.

Review: Crunch advertised a training package called "Cardio Strength Training" where I work in a pair or group with a pair of trainers and am told I will burn 1000 calories in 30 minutes. They had a sign in the gym advertising it, and it sounded great! They told me that at that rate I would burn an additional 3000 calories by training with them 3 times per week and then lose a pound of fat per week. I bought a package for $1950 and signed up to train 3 times per week. Since that time I have not lost any weight. What's worse, I used a tool to measure my calories burned during their workouts and found I never burned more than 200 calories in any session no matter how hard I worked. When I asked about it, I was told that results are different for different people. I asked if they were familiar with false advertising, since I only bought the training based on the promise of burning 1000 calories in 30 minutes.

Since then I have done some research and discovered it's physically impossible to burn that many calories that quickly. I told them this and politely asked for a refund, and was refused. I believe they should be made to refund all training for this program, and stop advertising as such and issue a correction to all members.

It's a great place to workout, and I really don't want them to find out I reported this, but I know that other people are being cheated as well, and want it to stop.

Thanks very much.Desired Settlement: I believe they should be made to refund all training for this program, and stop advertising as such and issue a correction to all members.

Business

Response:

Greetings,