Crunch Fitness

Review: I signed up for the monthly pass with premium access. This plan shows online for the same price I pay and shows that it is a month to month commitment. A manager signed me up and never once told me that he opted for an annual commitment. I have been planning on having a baby and am now pregnant, so I can't continue going to the gym due to medical reasons. I would never have signed up for annual commitment and that was the main reason I chose crunch over other gyms. When I called and asked to cancel my membership, the girl calling said my account would be sent to collections if I don't pay the rest of the year, so now I am stuck paying a year of the gym I cant even use.Desired Settlement: I would like to be released from the contract. I would also like to be refunded for every month that I did not attend the gym (I only went for the first month, which was paid for). The girl called and forced me to pay saying it would go to collections otherwise, despite the fact that I hadn't been to that gym in months.

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 TOLD THIS GYM I DID NOT WANT THEIR MEMBERSHIP AND THEY KEEP CHARGING ME MONEY AND REFUSING TO END IT. I JUST CALLED AGAIN TODAY AND THEY CHARGED ME ANOTHER $20. I HAD TO CALL MY BANK AND GET THEM INVOLVED TO DISPUTE THE TRANSACTION.Desired Settlement: I WANT MY MEMBERSHIP CANCELLED

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 have been trying to speak with someone at Crunch Fitness for over 2 months to rectify an issue with my private gym membership. Crunch have taken over the management of a private building gym located at [redacted] I use this private building gym. I spoke with a lady at Crunch to put this on hold for November till January inclusive. I was told that someone would take of this and if there were any issues I would be called.

Anyhow, it seems this wasn't placed on hold and I was charged late fees for failure to pay. I have attempted to contact the management at the gym and email the [redacted] Carter on the [redacted]of December 2013. I spoke with her a few days later and she said she would have her [redacted] call me back. I didn't hear anything from [redacted] or her [redacted] and sent her another email on Jan 5th 2014 to remind her as I assume she had simply forgotten. I haven't heard anything back from this [redacted] or [redacted] except for an automated email reply.

I then decided to contact the email address for Crunch, [redacted] to ask for a name and number where I could speak with someone to sort out this issue. I emailed on the following days.[redacted]

All of these emails went unanswered.

Now it appears they have sent this account to collections and have inflated the charge due to "late-payment fees" for each of the 3 months the account was on hold.

I have also spoken with two individuals at the crunch collections line, namely Marie and Scott and both times they informed me that they would have someone call me back to sort out this issue.

I want to be able to sort out this issue. I have no problem paying for a freeze on the gym membership but I can't seem to contact anyone and all my attempts at contacting have been ignored.

I also want to point out that I am not a member of Crunch, I have never committed or signed a membership agreement with Crunch and that I was simply using the apartment buildings private gym that Crunch took over the management of. I have never agreed to or signed up to Crunch's membership program or terms.

It appears that Crunch have purposefully ignored my attempts at rectifying this situation in the attempt to extort as much money as possible from me claiming that I was a member even though I never signed up to Crunch.Desired Settlement: I want Crunch to stop harassing me via constant phone calls and collection threats and I want to have my membership cancelled. I have no problem paying for the 3 months of the freeze but I will not pay for the late charges or the monthly billing as they have refused to reply to me or to place the private gym account on hold.

Considering the bad experience I have had, I do not want to reinstate my membership with this gym as an business that treats their customers like this is not a business I wish to be a customer of.

Business

Response:

Hello,

Crunch would like to offer an apology for any frustrations regarding incorrect billing/statements. This member's account has been removed from collections activity and adjusted to reflect a 3 month freeze, per request. The balance has since been reconciled and the account is now in good standing. No further action is necessary.

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: On September [redacted] I was rushed to [redacted] and admitted overnight for stroke/seizure symptoms after being released I returned to my home in California for further testing, due to the nature of the situation I chose to remain in California, I contacted the gym and transfered my membership to the Crunch gym in [redacted]. I and the manager of the [redacted] gym contacted the [redacted] gym to transfer the membership, on many occasion we were told it was put in computer and would be all set, needless to say they are still charging me monthly and after many phone and email contacts refuse to acknowledge my transfer and are continuing to charge me and have notified me they will continue to do soDesired Settlement: to receive a refund for the money I was charged after transfering to the [redacted] gym, my membership allows me to transfer, I am currently being charged from [redacted], but live in CA and I am also paying in California

I transfered to the [redacted] gym at the end of September, as of today I have been charged for two months and an annual fee, totaling 80.0

Business

Response:

This was resolved on November [redacted], 2015.

Review: I signed up for a "Free" trial day pass for the Crunch Gym at [redacted] and was charged $16 even though it was supposed to be free. I was already there so I paid the $16 and worked out. I was emailed by the manager of the gym the day I signed up for the guest pass and I told her how unsatisfied I was with the experience. I never received an email back so I just left it at that. A few weeks later, I received solicitations to my email to join the gym by an admissions advisor. I responded and told her to remove me from the mailing list because of how unsatisfied I was with their lack of professionalism and service. She responded "[redacted]." Again, I left it at that. A few hours later, I received a text message on my personal cell phone with more solicitations. I don't want to receive harassing text messages on my personal phone, especially when I've contacted the person directly to stop doing it.Desired Settlement: To remove me from their mailing list and never contact me again

Business

Response:

Good afternoon [redacted], Thank you for your feedback and we apologize for your frustrations as it is never our intent. The pass which you was in your possesion did note the pass is good for 1st time local residents. I did receive information you were in town visiting your sister for just 1-week hence the guest fee of $16 since your interest remained in working out. We will be more than happy to extend a 1-day pass as a courtesy if you're still in town. In the meantime, your email and number will be removed so the promotional offers no longer continue. 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: I have been a member in good standing at CRUNCH Fitness since 2011. On June **, 2015 when I was leaving the health club, the manager Craig W[redacted] stopped me and insisted that I speak with him and his associate, [redacted]. They told me that there had been 'reports' that I was taking towels and products (shampoo, etc) from the locker room. I was disturbed and thrown off (I was on my way to a very important business meeting and was concerned about being late). I told them that I never took towels. I said that maybe people thought I was taking products because I have my own containers. If the gym is out of a product in one area (shower), I occasionally take shampoo or conditioner from another area to use in the gym. When I asked about the 'witnesses' I was told their identity could not be revealed. After a check back with corporate and another conversation on June **, I was told my membership was suspended. It was cancelled on July **1- There is no proof that I took anything from the club. If the 'proof' is the witnesses, they need to come forward and face me and and be questioned by my lawyer. Even if they came forward, I doubt they would say they actually saw me walk out the door of the club with towels and products. This would be the proof needed2- I have been harassed and CRUNCH has abused the clause in the contract that states they may revoke a membership without providing a reason. Witnesses 'reporting' to management about my behavior in the locker room is a breach of privacy and unethical practice.3- Refund- I have yet to receive a refund for my prepaid membership. In addition, I was banned from the club on June 30. Refund begins on July * when they cancelled. I need to be compensated in some way for those extra days.Desired Settlement: I need a full refund- from June ** to the end of my contract. CRUNCH has only agreed to pay from July * and I have not received this check. I was told it would arrive in 'about 2 weeks' but it is now July ** and I have no refund. I am also filing this complaint because I want others to know about my experience with CRUNCH Fitness. Public needs to be aware of unethical corporate practices.

Business

Response:

Good afternoon, This matter was resolved with an effective refund date of 6/**/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 have determined that my complaint has NOT been resolved because:

Thank you. I received a check but I believe the amount was prorated as of July * (this is the original date and amount they stated). There is no way for me to be sure, since there is no accounting or explanation on the check stub. I am hoping you could request an accounting/explanation from them. 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], We will be more than happy to mail a check to you for $3.68. Please allow 15 business days. This issue is considered 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: I joined 10 days before I left for USMC Boot Camp. I explained this to the employee, and he stated it's best to join, and then freeze the membership, while away in boot camp. I froze my account the Saturday before I left, 2/*/14. While I was away, Military leave (3 months), I was charged the $39.99 annual fee, which I was unaware of. When I returned I went in, and was told to call later. I called today, and I am told that I am unable to have the fee refunded. I used the membership less than 5 times, and was told it was "best" to sign up, rather than just pay $5 per visit. I would like the annual fee refunded and if that means to cancel the membership, that's fine. My family (6+) and I will work out elsewhere.

Product_Or_Service: MembershipDesired Settlement: DesiredSettlementID: Refund

I would like a refund as I was on Military leave, and it was clearly explained that I would be away. I will be home for a few more days, before I leave again for 4 more months.

Business

Response:

Greetings,

Please provide the specific location of enrollment as well as a member number, if available, so that the corporate office may assist or direct to the correct department.

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 will have been resolved upon refund of charges.

The sign up address is [redacted]

Account # [redacted]

Sincerely,

Review: I had a month-to-month membership with Crunch Fitness on [redacted]. According to my agreement with the [redacted], I could cancel with a notice made 1 month in advance. Also, when I signed up for the membership, I paid for the last month. When I decided to cancel, I came to the gym and told them about my desire to cancel. I reminded them that I paid for the last month and, as the result, was giving them a notice 1 month in advance of the actual termination, as per our agreement.

First, they refused to accept my cancellation and said that to do that I should call a special number (on the Crunch website they say that to cancel, members should come to their respective location -- so there is a mismatch).

Second, they refused me to access the gym. They told me that I should pay for another month before they allow me access to the gym. I said that I paid for the last month when I signed up, so they have on my account the money for the extra month. They said that this does not count and I should pay for another month.

My complain:

1) they don't adhere to our original agreement which stated that I had to give a notice 1 month in advance. They now demanded a 2 months notice, which does not make sense given that I had a month-to-month contract.

2) they demand from me payment for one extra month and I get several calls a day from their collection person (very rude). However, they do not provide me access to the gym during this month for which they demand money. How is this legal? They are extorting money from me and at the same time decline to provide the service for which they demand the money. Either one or the other - they can't demand a payment for the service they did not provide. They should not call me several times a day demanding a payment for the service they did not provide.

Please help.Desired Settlement: They should stop their daily harassing calls demanding a payment for the month of August, given that they denied me accessing gym in August. They failed to provide service for which they demand the money. They have no right to demand the money if they did not provide the service.

They should refund me the payment for the last month, which I made when I signed up for the gym. The reason for the refund: they denied me access to the gym during my last month. They failed to provide service.

Business

Response:

First note regarding membership cancellation is dated 8/*/14. Member stated she would pay August balance at the club on 8/*/14 when contacted by the billing department, per notation on account. Crunch is within right to continue to attempt to collect this balance as last month's dues would apply to the billing cycle following a cancellation request. Any cancellation request received within the month (1st - final day of month) would result in applying last month's dues to the following month bill, allowing access through to the end of that final month. Further, any balance pending on an account at time of cancellation is still valid after cancellation is received, as billing had already been submitted for all members as of that date.

Attached is a cancellation confirmation from the first recorded cancellation request by member. Members are welcome to visit facility to submit request for cancellation, but are provided a telephone number in the event that a representative is not available to assist with the cancellation request on site. This is to ensure that the cancellation is processed per procedure and received correctly at corporate office to complete in system.

Current balance is still valid and has been submitted to a third party collector. Please forward any previous cancellation correspondence or confirmation to review and adjust if relevant.

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 was denied access to the Crunch gym during the month of August, for which the Crunch gym is trying to collect the money. Crunch has no right to demand money given that they failed to provide service and did not allow me to access facilities. Also, Crunch should return the payment for the last month which I made in the amount of $75. Exactly the same reason - they cannot be paid if they refused to provide service.

Also, when I visited the gym they refused to accept my cancellation request (but earlier they said that I should go visit the gym to request a cancellation).

Thank you.

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

Sincerely,

Consumer

Response:

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

I contacted them myself (I requested a copy of my agreement and statements of my payment), so we communicated then. But they never addressed this complaint.

Sincerely,

Business

Response:

Case #: [redacted]

Agreement does state 30 day arrears would lead to denied access, and member was denied access prior to 30 day mark. Last month’s dues, paid at time of enrollment, has been submitted for refund and will appear back on CC on file in approx 5 business days. Account has been closed successfully.

Review: Through a Crunch Fitness personal trainer, I purchased 2 training packages for $2,760 each that have not and will not be honored according to Crunch. The personal trainer I purchased these packages from had worked for the same gym for at least 2 years prior to my joining and had been promoted to assistant manager and honored as trainer of the year by Crunch. Additionally, he was recommended by a friend who had been working with him for nearly 2 years. As such, I believed him to be someone the gym held to high standards and negotiated with him in good faith as a representative of the nationally affiliated Crunch Fitness gyms.I purchased my first training package of 100 sessions for $2,760 August **, 2012. In February 2013, my roommate expressed interest in signing up with my trainer. In March, the trainer told us of a special deal of 300 sessions for $5,520, which we could split, so we each spent $2,760 and received 150 sessions. In August 2013, the trainer told me Crunch terminated him without an explanation and I later discovered the sessions he had sold to me and other clients were fraudulent. Crunch informed me that my 2 payments totaling $5,520 had only earned me 40 sessions, whereas I believed I had purchased 250. From August 2012 and August 2013, I used roughly 55 sessions. Although I had 45 sessions remaining on my first package, Crunch informed me that, because of its employees fraud, my remaining 195 sessions would not be honored, nor would I receive any refund. While I understand Crunch was also a victim of the trainers fraud, the fact remains I was misled by a Crunch employee during the legal transaction of money in exchange for certain services. As the payment was made to Crunch Fitness and not the personal trainer, Crunch is legally responsible to either honor this transaction or a refund for failure to deliver. I only agreed to purchase the packages because they were sold through who I thought was a reputable and publicly honored Crunch staff member.Desired Settlement: Primarily, I am seeking reimbursement for the second payment of $2,760 I made on March *, 201*. Additionally, I believe I am entitled to a prorated amount of $1,242 from my first payment of $2,760 made on August [redacted] 2012. However, this prorated amount is an estimate and cannot be verified at this time.

Business

Response:

The member has already received a full refund for a personal training package purchased on 8/**/13 for 20 sessions, in the amount of $2760. Crunch has never offered packages of such size or price, as described by member, and only offers 20 session packages at this rate. The previous two packages described by member are each for a 20 package of Master sessions at a price of $2760 each. Both packages have since been redeemed, as well as past the 6 month expiration date provided on agreement. These purchases both have agreements on file, as proof of purchase for the described packages. (See attached. Have whited out personal member information)

Review: I signed up with Crunch Fitness sometime around late spring of 2013. I attended a few times a week and use to get 1 on 1 sessions with there trainers occasionally. After getting to know the place better I wasnt overall happy with the gym itself. The trainers would always text or call me to try and get these private sessions going and if I denied they would just simply give it a try the following week or even a few days after. After not going for a few months but still paying I decided I was going to cancel my membership. After giving them a call they told me that the only way I can do it is if I go in and sign cancelation papers, at this time I was away for college so there was no possible way of me going in anytime soon. I gave them this call right when I saw my card charged for the upcoming month. So a few weeks pass and the end of the month is coming right up so I give them a call just to make sure its getting canceled and they inform me that there is no record of me canceling. At this point I'm just furious at the Gym and there staff, they know that I wanted to cancel it and I have had already but im still getting charged. I contacted my bank and they told me just cancel the card they have on file so I did so. Several months pass and I recieve a call about the same situation. Now I really cant believe it...they still have me on file and charging me month buy month after paying several months and not attending. They too told me only way I can cancel is by going in and signing the papers. Today I receive another phone call that I owe over $300 and it can be settled by paying through CC and they will cancel it on the spot. So now they tell me I can cancel it over the phone through the cancelation dept.??? After trying to several times!!! I refuse to pay the bill because all there employes gave me different answers and I specifically told them I wanted it canceled when I didnt have a negative balance. Please resolve this issueDesired Settlement: Not paying what they say I owe them

Business

Response:

Hello [redacted],

I am sorry for any confusion regarding the cancellation policy, but Crunch does indeed require all cancellations to be documented in order to ensure proper processing. Any member that is able to visit the facility should file a Cancellation Request Form with a front desk representative or [redacted]. If an individual contacts the facility and is not able to request the cancellation in person, our cancellation hotline number (###-###-####) is provided. Either procedure will result in a printed or emailed receipt of cancellation request. These two procedures are enforced in order to ensure all requests are documented and processed in uniform, as the billing department is unable to process current or retroactive requests based on hearsay or verbal conversation.

I have had a moment to review your account, and see the the first note regarding a cancellation on your file is from 10/[redacted]/13, shortly after billing for the month of October had been submitted. That being said, I have waived all outstanding fees except for the October monthly dues charge, which is valid as per the cancellation notes on your account. If you are able to support a cancellation prior to October [redacted], 2014 with some form of documentation between yourself and Crunch, October dues will also be waived.

To confirm, your account balance is currently $87.99, which must be paid in order to properly close your account and cease 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,

Review: I had to cancel my membership and had purchased a package of PT sessions when I first signed up, and am hoping to use them during my last month. I filled out the online form twice and emailed the sales rep I met last year twice. I've called six times and spoken to two different reps, both of which assured me I would be hearing from a trainer that day. I've called them three times and emailed now, having purchased 1/2 sessions so I can use my EXPIRED sessions (I was not informed that they expired.)Now no word from any of the trainers or managers, again having emailed and called again. I am extremely disappointed and will not be recommending the gym. It is not my responsibility to try to hunt down someone to schedule my sessions - at this point, I am asking for a full refund for both sets of sessions as as Crunch has proven itself to have the worst customer service I have ever experienced.I have lost my patience with your customer service, have posted a [redacted] review and I will be filing a formal legal complaint as this is absolutely unacceptable behavior for a business.Desired Settlement: I require a full refund for both the sessions I purchased when I first signed up at the gym, for which I was not informed had expired, as well as the additional sessions I purchased this week under the promise that I would be able to combine them with the expired sessions - that comes to a total of $450. I will not be returning to the gym under any circumstance and also require my last month's payment of $80 back, for a total of $530 refund.

Business

Response:

Hi [redacted], Upon review of your account, I see you were refunded for unused personal training and it has been confirmed this morning. 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]

I have received the refund for the most recent package of sessions I was sold, but not for the first I was sold or my final month's dues.

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

Sincerely,

Business

Response:

The member ([redacted]) was refunded her recent PT package in full and is asking for a refund for the month of February per her email to us. We cannot refund the month of February as the member has used the club. Despite a signed agreement, member wishes to receive another refund for a previous package from 18 months ago. A refund will not be provided at this time.

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 acquired [redacted] gyms of which I was a member. A couple of months after the acquisition, Crunch started sending me past due billing notices in May even though I had: 1) changed membership locations in July 2012 (to a [redacted] location that Crunch DID NOT acquire, and 2) tried to officially cancel my Crunch membership because the July 2012 location transfer never made it through their system. Despite numerous phone calls and emails to clear up a billing issue, Crunch has either been non-responsive or rude to me on the phone. I would receive emails and notices in the mail from the corporate office. I would reply to the emails (as suggested in the email) and receive no response. When I called the corporate number, the customer service reps would be rude to me and tell me there's nothing they could do, that it didn't matter if I canceled my membership previously, that I owed them last month's dues because that's their policy that members have to pay last month's dues and since [redacted] didn't collect last month's dues in advance, they would collect them upon membership termination. I kept explaining that I stopped going to the location in question in 2012 and had the paperwork to show that I was transferring, but they would not look into this. They said the local club had to initiate any status change with my billing problems. I called the local club at least 10 times before anyone would call me back, and wasn't promised that this would be taken care of and that I was not at fault. When this didn't happen I called numerous times again until I was able to talk to the same person who made that promise. He assured me again he was working on the problem, but I never heard back from him again, despite several more calls and email follow-ups. I sent his PDFs of my membership status change, but nothing changed. This was all over the course of two+ months (from April 2014 - present), over two dozen calls and follow-up emails, and A LOT of time spent on my part to get this resolved. Even though everyone I spoke to at the local club seemed nice and offered to help, no one ever called me back or appeared to be following up on my issue. The corporate office called me again at the end of last week and told me if I didn't pay that they would send this issue to collections. I explained the situation again and got absolutely no help - again. The rep said the same thing, about collecting last month's dues and it didn't matter if I canceled in 2012. I told him I didn't understand how my 2012 cancelation didn't matter but he wouldn't answer my questions. Then today I got a call from a collection agency. I can't believe how I've been treated by everyone at Crunch, and how despite the fact that I stopped going to the location in question in July 2012, they are trying to bill me for May 2014 and have caused so much stress and frustration. Their corporate customer service is awful; I was even told this by the local club staff who've had to help other members with billing issues when Crunch acquired [redacted].Desired Settlement: I want them to state in writing that I do not owe them any money, that Crunch and the collection agency will stop contacting me, and this dispute will not affect my credit rating at all.

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 have made 13 attempts to get Crunch Fitness to acknowledge my cancellation from December 2014. They keep increasing the amount due, and completely ignore my attempts to cancel my membership.I was told to go in to cancel, so I went into the branch where I signed up and was informed by the guy working the counter that they could not cancel it there, that I had to either call, email or write their headquarters. I called Crunch and was told I had to put my cancellation in writing. I have emailed them repeatedly as well as having sent a written request to their headquarters in [redacted]. At about the 11th attempt (email) I asked them if they were stupid! This is the only time I received any acknowledgement of my communications: Mar ** 17:25:59 PST 2015 "How many times do I need to tell you that I cancelled my membership?!!? I have called, emailed AND wrote to your [redacted] location!! I told you guys this back in December! Send me a final bill for membership dues through December ONLY!! That is all I'm going to pay!"March **, 2015 3:44 "STOP ADDING FEES!! ARE YOU GUYS STUPID??!!"Mon, ** Mar 2015 18:29:11 "Please send us proof of cancellation or visit the club to have cancelation done"Mon, ** Mar 2015 14:44:42 "When I went into the club, they told me I had to call or put it in writing, which I have done both.The email below should suffice as documentation.If I have not received a billing for December only, I will be contacting the Revdex.com."* Apr 2015 15:20:18 "Enough of this already!!I have told you in every manner possible, MULTIPLE TIMES, that I cancelled my Crunch membership in December '**.You finally acknowledged the 11th attempt, but no action has been taken to address my complaint."Tue, * Apr 2015 11:59:12 "I find it very interesting that the only time Crunch has even remotely acknowledged my written correspondence is when I asked if your billing personnel was stupid! Maybe that's the only way to get your attn.But at least I know that my emails are being rcvd, just ignoredDesired Settlement: As I have stated to Crunch, I will pay the last month (December 2014) only, and nothing else. No extra fees, no extra months of dues.I have heard that this is how they stay in business by badgering their customers that cancel into paying more than they owe. I have the email chain available if you need further documentation.Thank you for "listening".I will await your reply.Thank you,[redacted]

Business

Response:

Hi [redacted], Sorry to learn of your experience! Did you review your Terms & Conditions of your membership when you joined? The phone number and cancellation details are there. Can you please forward me the email chain ([redacted])? I see we have been trying to contact you since December (exact dates: 12/**, 12/**, 1/**, 1/** and 2/**).

Review: They double charged my monthly fee this month and lastDesired Settlement: I want the overages refunded

Business

Response:

This issue has been resolved. Two charges of $92.99 refunded back to card on file as per discussion with member and corporate office after confirmation of charge to member's payment method on file. No further action necessary.

Review: My complaint is against my gym, Crunch Fitness [redacted]. A couple of months back I emailed the [redacted] to freeze my account because (1) I wasn't using my membership

(2) They were raising the rate by $2 and not offering any other amenities, and my friends were paying $5 less a month.(3) I wanted to seek out other methods of workout that peek my interests. He did freeze my account. Last month I called to speak to him to tell him, I did not want my membership renewed. That I would use up the last month that I had ALREADY paid for (when I signed up I had to pay for first/current/last month membership to avoid "fees"). I told them to make a note in my file so that my card won't be charged because I no longer wish to be a member. They agreed. I signed onto my bank account and noticed the charge on my statement was processing, so I immediately emailed the [redacted] He responded saying that "he would see what he could do about getting me a refund". It went back and forth for a while and I found him ridiculously petty about the details when he clearly recalls speaking to me. He said that it needed to be in writing for it to be valid, which he did not tell me over the phone. By the end if these back and forth emails he told me it wasn't possible to process my refund. This was yesterday, a Sunday. He did not even try to refund me the money. He acknowledged that he knew I was not interested in renewing my membership, and he was just plain rude about the situation. I know a former employee that was not surprised by my complaint, she said it happens all the time and that she thinks they do it on purpose.Desired Settlement: My desired resolution would be for them to refund me the $51.99 that was charged to my card, and an apology from the person who is above the [redacted]. I have the emails, I just want them to know how this guy is dealing with clients and that it is inappropriate for someone who is working in customer service.

Business

Response:

As confirmed in the email by [redacted], a refund of $51.99 has been submitted as a courtesy. This refund was processed on 5/*/14, and should appear in account within 5 business days of that date. No further action is necessary.

Review: The Crunch personal trainer I was working out with was terminated in August 2013. When I asked the assistant general manager of personal training how many sessions I had left, I was told 18. I told him that is not correct because I had bought several personal training packages in Jan 2012, May 2012, August 2012 and June 2013, so I should have over 400 sessions remaining. The personal trainer who sold me the packages in Jan 2012 and May 2012 said for $xxx I would get 100 sessions and then in August 2012 and June 2013 the personal trainer approached me again, and said for $xxxx I would get 175 sessions. All four times, the personal trainer never provided a contract for me to review or sign and did not provide a receipt. Upon sitting down with the assistant general manager, I saw a copies of my contract and the terms were not what was sold to me by the personal trainer. The Jan 2012 and May 2012 contract showed only 60 sessions each but should have been 100 each. The August 2012 and June 2013 contract showed only 30 sessions each but should have been 175 sessions each. I asked Crunch if they will honor the sessions that the personal trainer had sold me verbally and they said no. I asked for a refund but was denied. There are many other Crunch members who were sold these packages by the personal trainer and Crunch will not honor nor refund these members either.

Business

Response:

The attached documents are in response to member’s complaint regarding remaining personal training sessions originally purchased with now-terminated trainer. Member’s account currently reflects 18 remaining sessions, from a purchase of 30 sessions at $4050. Attached supportive documents include; member’s service agreement describing the 30-session purchase, as well as a contract audit exhibiting an electronic signature collected at time of purchase for the mentioned service agreement. Also attached is an audit of remaining sessions, which reflect the 18 sessions from the original 30 sessions purchased as previously mentioned, and an email dating back to September [redacted], which was sent as a follow up to a phone discussion regarding member’s remaining sessions.

Member had been informed that Crunch can honor the 18 remaining sessions on file at a value of $2430, as these are indeed unredeemed at this point. If member should request further investigation from Crunch, she had been informed that she would need to provide further supportive documentation regarding the initial purchase she believed she had purchased. Member did not respond to the follow up email, or call back to request further investigation as discussed.

Currently, any further action by the company requires a response from member.

Thank you,

Member Services Manager

Business

Response:

The funds will be returned to the member by means of the charge back that member had requested through her card company. Crunch has authorized a partial charge back of $2430, at which point, the funds will be returned when the charge back is finalized through the card company. As of now, this time frame is unknown to Crunch, as the return of funds depends on the processing time of the card company. Crunch will contact member via email provided with a more specific time frame when information is made available by card company.

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 misled by [redacted] in regards to the specifics of the annual fee during the sign-up process. At no time, did he provide the contract in writing for my review prior to requiring me to sign the contract on 6/28/15. He stated that the annual fee would NOT be charged if I cancelled within the first 60 days in which I made the request to cancel on 8/4/15 @ 9:28 pm. After signing up, I never received an email with a copy of the contract otherwise I would've immediately cancelled. The first time that I ever received a copy of the contract was on 8/4/15 when I requested it. I feel as if I should not be responsible for paying the annual fee as I have cancelled within the time frame verbally told to me. I should not be faulted for their staff members negligence in providing me with correct, accurate, information. The staff member misled me at the time of sign up which is the basic characteristic of most unconscionable contracts in that one party (myself) signed the contract under situations involving pressure, lack of information, or by being misled. Due to the aforementioned, the contract should be rendered null & void. I've provided all of the information to J[redacted], **, & he has denied my request to cancel unless I pay the annual fee although I was told that I would NOT be responsible if I cancelled within 60 days. Instead of providing me with superior customer service & reprimanding the staff member who is misleading potential new members, he threatened me with financial repercussions. In addition to that, he had someone named [redacted] send me an email & he, in no uncertain terms, called me a liar & made the same threats. I responded to [redacted] email with the actual facts of the situation, yet again, hoping that he provides the appropriate customer service.Desired Settlement: I want a full refund of all monies paid. According to the email that [redacted] sent, he indicated that members have 5 days, after receiving the contract, to decide whether or not they want to continue with the agreement & if they choose not to within those 5 days, the member is due a full refund. Since I never received a copy of the agreement until 8/4 & cancelled on 8/4; I am owed a full refund.

Business

Response:

Dear San Diego Revdex.com – I am familiar with this member and we have tried to resolve this matter directly with her, but with no success. There are 2 separate issues here:1. Members claim that she is not obligated to pay her annual fee2. Members claim that she should be entitles to a full refund since she did not get a copy of the membership agreement ANNUAL FEE ISSUEWith regards to the annual fee, every membership to our club has an annual fee of $39. When a new member enrolls they have the option to pay the annual fee at that time, or they can choose to delay it for 60 days. [redacted] chose the option of delaying it for 60 days. The member claims she was misled by our employee ([redacted]), but our investigation shows conclusively that this was not the case. First of all, [redacted] has been with Crunch for a year and a half, processing hundreds of memberships, and has a perfect track record in the areas of clear communication skills and integrity. He is incredibly well-versed on how the annual fee is an obligation, and he has no incentive whatsoever to mislead a customer. Employees are not paid commission or incentivized in any way to increase sales. Secondarily, Crunch has instituted several safeguards to ensure no new member can misunderstand the obligation of paying the annual fee for their first year, including the following: 1. All marketing material clearly states “$39 annual fee required”2. All price presentation material in the club, which is shown to all new members so that they can pick which membership is best for them, clearly states that the annual fee is an obligation on all 3 of our memberships, and members have the option to pay it now, or delay payment for 60 days. This is printed in red letters and large print to make it hard to miss.3. During the enrollment process the new member must initial or sign 6 different signature screens, and the 2nd screen in the sequence is specifically confirming that the new member understands that the annual fee is an obligation.4. Once the membership agreement is signed we then review with each new member a “new member checklist” which, among other items, specifically mentions once again that the first $39 annual fee is an obligation. The membership agreement for [redacted] clearly states the annual fee is required, and [redacted] not only signed the agreement, but she also initialed the section about the annual fee. The only fees [redacted] paid at the time she enrolled on June 28, 2015 were a $1 enrollment fee and her first months dues of $24.95. The $39 is due 60 days later, which is Aug 25, 2015. We have over 6,000 members in our club, every one of which has been required to pay their first annual fee, and we do not accept [redacted]’s claim that there was deception or dishonesty in an regard in the way she was explained the annual fee by [redacted]. ENTITLED TO FULL REFUND DUE TO NOT GETTING A COPY OF THE AGREEMENTWithin a few seconds of the completion of the membership enrollment an email was sent to [redacted] with a copy of the agreement. It was not until August 5th that [redacted] requested another copy of her membership agreement, at which time she informed us that the email address listed on her account was listed incorrectly. During the 5 weeks between when [redacted] enrolled and the date which she requested a copy of her agreement [redacted] used the club 8 times, of which she brought her son as a free guest 4 times and her husband as a guest twice, for a total of 14 workout visits. [redacted] had ample time to inform Crunch that she had not received the email sent to her with the copy of the agreement, and considering the amount of gym usage [redacted] and her family enjoyed in the months of June and July it is unreasonable to expect a full refund, so this request is denied. Regards, [redacted]Owner / Crunch Tustin

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I most definitely reject this response. In previous emails, [redacted] stated that "We give the new member 5 days to review the agreement and, if for any reason they change their mind within those 5 days, we allow them to cancel and receive a full refund."; therefore, since I cancelled on the same day that I received the agreement (8/4/15), I'm well within the time frame he provided. At no point during the sign up process was I informed that I would be getting an email nor was I informed that I had 5 days to review a "contract" that I didn't even know that I was getting; otherwise, I would've inquired as to why I hadn't received it.I've attached pictures of the document that was initially given to me on 8/4 along with a screen shot that he has since forged. On the original document, there is no "E" after [redacted]? Oddly enough, the spelling has been corrected on his end to attempt to avoid giving me a full refund since I was never sent the agreement. In addition to that, he's blatantly lying when he says that I received the agreement as it's impossible being that the email address that they entered was incorrect. Again, the 'agreement' was initially provided to me on 8/4 & being that I cancelled on the same day (8/4/15 @ 9:28pm), I would say that I am cancelling well within 5 days of receiving the agreement. All in all, [redacted] is clearly misinformed on many levels & tries to put the blame on the customer who is being misled when signing an agreement. 1. Their marketing campaigns have nothing to do with the issue that I'm presenting to him. 2. He stated, "we put all the information about the annual fee on the very first page of the prices, and we used red ink to make it harder to miss." What would the "first page of the prices" be? There is NOTHING on their counters in regards to pricing or memberships nor is anything handed to a new member to review. All you have is the word of a staff member.3. As he stated, there is "the option to delay the annual fee for 60 days." I've already said multiple times, [redacted] & [redacted] (I dealt with both of them) said that the payment could be delayed 60 days because if I cancelled before the 60 days that I WOULD NOT have to pay the annual fee. Therefore I cancelled well within that time frame.4. The information regarding the annual fee is given VERBALLY regardless of the fact that they've "created a separate and specific electronic signature screen only about the annual fee billing policy and we require the new member to initial this page." If his staff fails to inform the customer of accurate information regarding the fee, doesn't provide any paperwork & has zero information available to the customer other than their word; it's completely unacceptable to have the staff mislead customers & require members to initial any pages based on the misinformation that they've provided. 5. The refund policy is great because that would mean that he owes me a full refund. The agreement was initially given to me at the time of my cancellation on 8/4 @ 9:28pm but only because I asked. The reason that I asked for it was because they were breaching the verbal contract originally stated to me when I signed up by forcing me to pay for the annual fee. They refused to cancel the contract until I paid a fee that I was originally told that I didn't have to pay. [redacted] has since informed me that the agreement was cancelled but refuses to provide me with written confirmation as I've requested. 6. There was never a 'checklist' provided to me. If he's referring to their script, [redacted] misled me by telling me that I WOULD NOT be responsible to pay the annual fee if I cancelled within 60 days! I'm not saying that I didn't know that the annual fee existed as [redacted] is implying. What I am saying is that I was told that I WOULD NOT be held responsible to pay it IF I CANCELLED WITHIN 60 DAYS of which I did. The website indicates that "each membership has a $39 annual fee that will be charged 60 days after the enrollment date" so if you cancel BEFORE 60 days, why would the member be responsible for it? Since the sales rep doesn't have an incentive to mislead customers, why would the staff tell [redacted] that they didn't misrepresent the agreement? The only logical reason that I can think of is because I'm sure that they want to keep their job. I don't know why [redacted] feels the need to tell me how long [redacted] has worked there, how many memberships that he's sold, how they compare to their competitors, how much they invest to build and maintain their club when I, as a customer, am telling him that I was misled & not given accurate information prior to initialing the agreement. In prior communications, when he says, "When I consider everything in your email, and compare it against the facts and information I have outlined ", I don't think he's considered anything related to the "facts"; otherwise, he would understand exactly where I'm coming from. Nothing that he's said is either fair nor reasonable. He has the nerve to threaten me even though his staff is incompetent, provides inaccurate information & misleads new members. I feel as if I should not be responsible for paying the annual fee as I have cancelled within the time frame verbally told to me. I should not be faulted for his staff member's negligence in providing me with correct, accurate, information. His staff members misled me at the time of sign up which is the basic characteristic of most unconscionable contracts in that one party (myself) signed the contract under situations involving pressure, lack of information, or by being misled. Due to the aforementioned, the contract should be rendered null & void. I would like him to fulfill his obligation that he's outlined because he owes me a FULL REFUND. I look forward to hearing from [redacted] as to when he plans on deciding to fulfill his obligation & provide me with my full refund.

Regards,

Business

Response:

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

Review: [redacted]COMPLAINT AGAINST FRANCHISE LOCATION[redacted]

Approximately 3 months ago, I signed up at my local Crunch Fitness Gym located at 502 East First Street, Suite B Tustin, CA 92780

The sales representative, who also happened to be the store manager([redacted]), happened to be the person to sell me the service described as 'Peak Membership'. I asked many questioned involving the price, cancellations, downgrades, and general terms of the service.

The misrepresentation part comes in here. When inquiring about the terms of the downgrade, I was told the following: "You may downgrade at any time as long as it is 10 days prior to your bill date. "

The manager failed to mention that there was a $20 dollar downgrade fee regardless of when you decide to downgrade.

On 7/26/14 I went into the gym and spoke to the same store manager([redacted]) that signed me up and he sprung this hidden fee on me to which I responded that he mentioned no such fee during the service explanation. He then mentioned that it is was in a 'brochure' and pointed to a referenced brochure on the counter to which I was never shown or was even mentioned during the initial sales pitch. At this point, it was clear to me that he was not willing to honor the terms that we agreed upon so I decided to immediately terminate my membership.

During the termination process, I was told that my annual maintenance fee was due on 8/3/14 and that because I had still paid for my membership up until 8/4/14 I was required to pay this fee irrespective of my immediate termination. I was then charged $39.99 because my membership happened to end one day after their annual maintenance fee schedule. This is a very shady business practice because that denotes that even if I were to cancel one day after I purchased the membership, I would still be charged this annual maintenance fee because my initial charge covered up until that date.Desired Settlement: Although the service at this gym has been excellent, I would like to request a review of the companies billing and sales policies as the information I needed to make an informed decision was not straight forward and very convoluted. Had I know all of the information up front, I would not have purchased a 'Peak Membership' and would have only gone with the basic.

As stated earlier, the services provided at this gym were excellent and the locality is very convenient to me. I am requesting a partial refund in the form of store credit and for my membership to be transferred from the Tustin location to the Lake Forest location as I am not happy with the customer service provided from [redacted] at the Tustin location.

Business

Response:

Greetings.

Apologies, but this club is from the Franchise devision, and is therefore not in the direct scope of corporate handling. Please refer any questions/concerns to [redacted] at [redacted]@crunchfranchise.com, who will be able to assist with the concerns at hand going forward.

Thank you.

Business

Response:

Member [redacted]) enrolled at Crunch Tustin on May 5, 2014. A copy of his membership agreement is attached. The primary argument Mr. [redacted] makes is based on his memory of a verbal conversation he had with our manager. I believe Mr. [redacted] does not remember correctly, and I say this based on the fact that our club, and our manager have enrolled over 4,000 members in the past 7 months, and the question on upgrades and downgrades is one of the most common questions we receive. We have always charged a $20 fee to upgrade or downgrade a membership, which covers the administrative costs of processing the transaction. We do, however, inform new members that if they choose to upgrade or downgrade their membership within the first 5 days we will waive the $20 upgrade fee. This policy is tied directly to the 5-day cancellation policy which every member is entitled to. But after the 5-day period the upgrade / downgrade fee is applied. There is another policy we inform all new members about, and that is the policy that requires 10 days notice in order to cancel a membership. As long as a member provides 10 or more days of notice we will cancel their membership and no additional fees will be charged. However if a member provides less than 10 days notice the member is obligated to pay any fees occurring within the 10-day period, and this is why Mr. [redacted] was charged for his $39 annual maintenance fee when he cancelled his membership.

In reviewing the complaint from Mr. [redacted] it appears likely to me that he simply did not remember correctly. The 10-day policy he remembers as being related to his right to upgrade or downgrade rights was in fact related to his right to cancel, not his right to upgrade.

Mr. [redacted]'s assertion that manager "failed to mention" anything, that we have "hidden fees", or that Crunch is "not willing to honor" the terms of the agreement is entirely based on his memory, and not on the written agreement. And to suggest that our manager or our company has a motive to misrepresent the policies to new members flies in the face of logic. We conduct hundreds of upgrades and downgrades each year without issue, and any manager that would mislead new members about this policy would face hundreds of unhappy members if we were not consistent in the way we inform new members.

All this being said, we do not want to lose a customer over this policy, so as a good faith gesture I am willing to reduce the downgrade fee from $20 to $10 if Mr. [redacted] would like to remain a customer.

Review: We walked into the club on 03/16/2015 and established two membership one for my husband who is seriously ill and overweight. it took him a very long time to take this step and he was filled with hope for a healthy start. the second one was for me and my daughter who is autistic. I also purchased five sessions of personal trainer for my husband to get him started. We signed up with one and set an appointment for Friday of that week. When we showed up for the session we were told that we do not have an appointment, and the staff rescheduled us for Monday. we showed up again on Monday to find out that this trainer no longer working their and a new trainer will work with my husband and myself. That session went terrible and my husband came home angry not willing to go back. No amount of money will ever resolve the damages resulted from these serious of events. My husband lost a valuable chance of getting healthy.We were charged three amounts.$ 41.45 membership for my husband, $60.45 for myself and my daughter and $189.00 for the training sessions. Now I officially cancelled the membership on 04/08/2015. We went to the club twice and it seems unreasonable to charge us $290.90. I am requesting to please refund us this money. The owner refused to refund my money after failing to provide the service.

Thank you for your prompt attention to this matter.Desired Settlement: Refund my credit card the amount of $ 189 for the service that was never provided when I requested. The company did not honor their own contract. Furthermore what they claim to be trainer are incompetent and unqualified to provide the service they claim to provide.

Business

Response:

The client was and still is offered the services she signed a contract for Crunch HB to provide. She was also given a copy of the contract and discussed the provisions for cancellation. We have very clear contracts on providing these services and expect our clients and well as us to uphold the conditions of the agreement.

Review: I cancelled my membership last month. Today, I received an unauthorized charge of $39.00 from Crunch and plus was charged a $35.00 overdraft fee.Desired Settlement: I would like a refund for the unauthorized charge and reimbursement for the overdraft fee.

Business

Response:

[redacted], can you please send the member ID number found on the back of your keytag so we can look up your account information?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. It has been resolved.