Crunch - Scott's Addition

Revdex.com:
I have reviewed the offer and/or 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.
There was no offer given besides the fact that I did cancel membership before I took any type of class. In which, I was told by crunch that I cant get my money back, instead they will give me free classes......I dont need or want free classes. This took away from my childrens christmas, left me indebt. A big inconvenience and worrisome holiday.
Regards,
[redacted]

[redacted] came to us attempting to cancel her personal training package. When unable to provide the correct documentation for a cancellation she requested a downgrade on her contract. We explained to her the contracts once in place cannot be downgraded due to liability issues for the specific...

plan she was requesting.       [redacted] was informed of the policies when she signed up for her contract. We do not change contracts after they have been signed. There is never a time when we downgrade the contracts since they are bound by the agreement signed. The only ways to cancel or freeze the contract is by opting out within the first * days of signing the contract, a medical note stating they are physically incapable of continuing their training sessions, moving outside of a **-mile radius from the training location, military deployment, or if the gym relocates and can not offer a facility within * miles of the old location. We tried to accommodate [redacted] by issuing a ** day freeze, starting [redacted], on her training account. Outside of this, she can buy out her contract or she can "bank" her sessions for later use.

To Whom It May Concern: This letter is in response to complaint# [redacted] submitted to the Revdex.com. We respectfully disagree with Mr. [redacted]'* assertions for the following reasons: membership contracts at Crunch consist of month to month commitments by our members for a set price depending upon...

their preference of service. Our members are billed monthly using a bank account or credit card of their choice for us to draft their monthly payments. There is an annual fee of $** applied after first ** days of membership. Our members can cancel at any time with a ten day notice. Personal Training contracts at Crunch consist either three month, six month or twelve month commitments by our members for a set price depending upon their preference of service with one of our personal trainers. Our members are billed using a bank account or credit card provided by them monthly or bi-monthly as stated in their contract. Mr. [redacted] visited Crunch on June 22, 2016, where he signed a Peak Plus Membership Agreement at $[redacted]/month. He later returned on July 1, 2016, and signed a six-month personal training contract at $** bi-monthly. Mr. [redacted] provided us with a [redacted] card to use to draft his monthly membership dues, his annual fee and his bi-monthly personal training dues. On August 22, 2016, Mr. [redacted] spoke with our general manger stating he no longer wanted to be a member or have personal training and wanted his $** annual fee to be refunded. At that time, we refunded the $**, as well as waived the first two month's dues and accessed late fees that were pending due to insufficient funds, even though we legally had the right to keep those amounts.  We also cancelled the remaining dues of the personal training contract; however, there were three payments at $** that were already pending due to insufficient funds, on his card when prior payment attempts had been made. The $[redacted] was finally processed on December 16, 2016. On December 27, 2016, Mr. [redacted] received three chargebacks from [redacted] totaling $[redacted].  We consider this matter to have been resolved in the favor of [redacted]. Please advise us if further action is needed. John *. W[redacted] Chief Financial Officer JF Fitness of North America, LLC 5750 Brook Road Richmond, VA 23227 [redacted]

[redacted] visited our Crunch Fitness gym located at 3600 W. Broad Street, Richmond, VA on Friday, November 11, 2016 where she then signed a contract for a six month personal training session with one of our personal trainers. Upon receiving the confirmation email, after she had left our...

establishment, she misread the contract stating that the sessions were valid for up to 36 months and had mistakenly thought she had signed up for a 36 month contract. When she called our gym, both our general manager and fitness director explained it to her and said we would reimburse her the monies if she still wanted to cancel the personal training contract.Our general manager and fitness director both communicated with Ms. [redacted] through email messages and on December 12, 2016, our general manager received an email from Ms. [redacted] thanking him for putting the monies back into her account.We consider the matter resolved. Please notify us of any need for further action.Sincerely,JD W[redacted]Chief Financial Officer