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Crunch Fitness

275 Harbison Blvd STE Qq, Columbia, South Carolina, United States, 29212-2222

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Crunch Fitness Reviews (%countItem)

Charged $480 after notice of cancellation was given. *** sent to collections. Poor communication and customer service.
week of Nov 18 informed personal trainer need for cancellation due to relocation
week of Dec 3 informed PT of last session
week of Dec 10 at last session attempted to confirm cancellation with PT and desk agent
12/20/19 had not received any details regarding cancellation from anyone in the gym advised to email *** in billing. Emailed *** to request cancellation and ensure no charges would be made
1/4/20 mailed requested documents
no follow up from ***
2/3/20 second charge in the amount of $240
2/4/20 emailed *** for an update, she stated she had no history of cancellation notice
2/5/20 filed to dispute the charges ($480) with my bank
2/10/20 *** notified me the account is in collections

Desired Outcome

I am requesting that the account is removed from collections, no derogatory marks are made to my credit report, and Crunch Fitness refund the full amount of $480 and any late fees associated with the collections

Crunch Fitness Response • Feb 25, 2020

Hello- Here is a timeline of what we have on file for this member.
12/20- first call to the club about cancelling PT. Customer Service rep noted account that she claimed to only have proof in her boyfriends name. Was given my info to reach out on what she could use as proof since she didn't have the standard proof needed as per her contract.

12/20- first email regarding cancellation to me

12/27-I gave her options to cancel,including additional options because of her situation

1/2-I responded again, giving her even add'l options, alerting her to send to us along with the cancellation request, in writing.

2/4-She contacted me regarding the cancellation which I, on the same day replied that nothing had been received.

2/5- told her again that nothing had been received

2/5- she noted she could send the documents (no response, nothing still received)

2/5- I sent her the process to cancel again (no response-nothing received)

2/10- I reached out to her after noticing her account was delinquent, 2 invoices behind. I also alerted that we STILL had not received any cancellation or proof. Asked her again to send it in to avoid add'l fees and even told her I'd work to get her late fees removed.

2/10- Response from member claiming she "verbally" cancelled, and cancelled in writing (although we don't have any cancellation for her still)
On this same email she commented that she would take the documents into the club directly (the following day, which she still has not.)

2/10- I gave her a complete breakdown of the communication between her and myself, alerting of all documented information she was given in order to cancel.

In a nutshell- I'm not sure why the member was confused (or attempting to claim she wasn't informed.) The process was communicated on multiple occasions and documented by club level staff that also informed her as well. She has not submitted ANY proof, including the option proofs I offered because of her situation. Additionally, reaching out to her in advance of her account being sent to collections, and removing late fees as a courtesy, she has still not provided any cancellation letter or proof of move needed to cancel her training. I'm very specific as I do not want ANY member not having the correct info needed to cancel and am very confident after reading all the communication that she was directed appropriately and simply did not follow thru with sending the materials in. I will also try to attach to the file, all printed emailed coorespondence as well. It looks as though she placed a "chargeback" with her bank for the 2 months. The banks look to be working internally to repost the funds against her account, hence why she is asking for a refund now. The banks would not be able to retrieve the funds unless the they have deemed it as appropriately drafted from her account as well. I'm happy to discuss in further detail but feel that the member simply has not provided the basic info needed in order to cancel her account per her original contract terms, and after given additional options by myself to help her.

Customer Response • Feb 29, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
The written cancellation was sent via email to the responding agent which she herself has indicated here that she received on 12/20. I have mailed the requested documents twice evidence of receipt is indicative of Crunch sending a collections notice to my new address which they would not have unless they did in fact receive proof of relocation. The account is not delinquent, in fact charges in the amount of $240 were made in January and February after the notice of cancellation was submitted. After the second charge I disputed the transaction with my bank and therefore received a refund. My request is that the account be recognized as cancelled as of 12/20/19 and the collections be dropped given that the collections amount is for charges made after I requested the cancellation.

Crunch Fitness Response • Mar 10, 2020

Hello- unfortunately, I'm restating the majority of what has been submitted already. Member sent an email on 12/20. We alerted she would need proof of move sent. She was also told this via a phone call noted We have NOT received proof of move, therefore her invoices continued. Multiple emails continued with member and nothing was received. Because she charged back the payments with her bank, the account was sent to collections with our attorney, Aldous and Associates. I can see where her bank and our billing company, ABC Financial have been working behind the scenes regarding the chargeback (as commonly practiced thru all banking guidelines to try to recover the funds on our behalf.) If they are able to recover the funds via her account, Aldous will be notified that she no longer is liable and the balance has been paid. Note, her account was cancelled for bad debt but legally could still be active since a formal letter of cancellation was never submitted in club or via mail (either USPS or certified) as per my explanation and as per her original contract terms. I've also attached the language below directly from the contract regarding cancellations. Note also- we continue to have her Columbia address on file, and if she received a notice due, it may be from her bank regarding the funds she charged back (if she changed her address with the bank.) I have additionally confirmed with Aldous & Associates that the only address they have on file as well is the Columbia address. Additionally- we process cancellations daily and the steps are very simple to cancel. The member is required to provide proof of move if they are breaking the original contract. Member has been given a multitude of opportunities as well as a variety of other "options" to use as move proof, none of which she has submitted. Below is her email back to me on 2/10 where she claims that she will drop off and have a copy signed at the club. (Again- we have NOTHING on file, nor does she have a checkin for that day either.)

On Mon, Feb 10, 2020 at 4:08 PM *** wrote:
Hi ***,
I filed to dispute the charges with my bank. How is this sent to collections when you did, in fact, charge me for both January and February even after you received verbal (in the gym on my last date of service) and written notice? If there was a policy to adhere to, your staff should have requested proper documentation while I was in their presence. It was only upon 12/20/19 when I contacted you directly did I receive notice of the required cancellation procedures. I mailed the documents you requested, how does it then fall upon me that your staff did not submit the paperwork? I will take the documents directly to the location tomorrow and will request a signature upon receipt, however, I will not remove the dispute until you all rescind the notice of collections/issue a refund for all monies collected after 12/20/19.

Below is the language of the contract, which includes the same information relayed to the member on a variety of dates all outlined in the complaint rebuttal.

1. MEMBER'S RIGHT TO CANCEL. (A) You may cancel this Agreement
by sending notice of your wish to cancel to Crunch Fitness Columbia, before
midnight of the third business day after you sign this Agreement. "Business day"
means Monday through Friday excluding state holidays and federal holidays.
This notice must be sent certified mail to the following: Crunch Fitness Columbia,
275 Harbison Blvd, Suite A, Columbia, SC XXXXX. Within thirty days of receipt of
this notice, Crunch Fitness Columbia shall return any payments made and any
note or other evidence of indebtedness. If you use Crunch Fitness Columbia'
facilities or services, Crunch Fitness Columbia may deduct a reasonable fee from
the payments being returned based on the actual fee paid divided on a pro rata
share by the number of days used by the member. This Agreement may not be
cancelled over the phone, online, via fax or email.
(B) In addition, you or your estate may cancel this Agreement at any time by
written notice to Crunch Fitness Columbia at the above address if any of the
following circumstances occur:
(1) the member's death;
(2) substantial physical disability, certified by a physician, which makes it
permanently impossible for the member to use Crunch Fitness Columbia
services; or
(3) the member's permanent relocation to a residence over fifty miles
distant from any of the locations operated by Crunch Fitness Columbia,
if Crunch Fitness Columbia is unable to arrange for the member's use
of another center with equivalent major facilities and services. Acceptable
documents could include but are not limited to: Lease, Deed, Utility ***
(excluding cell phone ***) or Military Orders.
Crunch Fitness Columbia *** require presentation of information to substantiate
that one of these circumstances has occurred. If this Agreement is cancelled
because of disability, death or permanent change of residence

I entered into a month to month membership with Crunch Fitness in May 2018. I ended up moving from the area around June and was not planning on utilizing the membership. Today I see a $149 charge on my bank account so I call the gym and was advised that I can cancel my membership once this is paid. I didn't utilize the membership for the months I was charged for and I was not on an annual contract.
Product_Or_Service: gym membership

Desired Outcome

Refund I would like the $149 refunded to me and the month to month terms honored.

Crunch Fitness Response • Aug 20, 2018

Ms. joined online on 5/9. She joined on a month to month plan that requires a one billing cycle notice to cancel. She received the full signed copy for her records on 5/9, using the information she provided when enrolling online. Her first month's payment did not process (as it declined) and she was immediately notified by our billing company. The billing company continued to make multiple attempts all suto documented in the software and beginning on 6/10. On 6/14, she made a payment over the phone. July, once again her payment declined and they attempted to contact her via her phone (voicemail,) text as well as via her email address. On 8/2 she "opted out/sent stop response" with the auto text from our billing company. 8/10 her past due balance was collected by the billing company to her card that had been declining. She contacted the club on 8/10, spoke with our General Manager, Stephan who explained to her the cancellation process that was also in her original paperwork. As a courtesy, Stephan cancelled her agreement with no additional dues owed. Ms. agreement was processed exactly as per her original contract terms and auto renewed on a month to month basis as per her original terms when she joined. She was able to read thru when she initiated the contract online before joining, while she was filling out the information and signing for each specific section of the agreement. She was too emailed a copy immediately thereafter, via the contact info she provided.

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Description: FITNESS CENTERS

Address: 275 Harbison Blvd STE Qq, Columbia, South Carolina, United States, 29212-2222

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