ComplaintsforChuze Fitness

• Initial Complaint

  08/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Before purchasing my membership to Chuze Fitness at Tucson Mall, I called and asked it they could provide secure parking for my bicycle, as bike theft is a major problem in Tucson even when using high quality Kryptonite U-Locks. The staff told me they did not have room in their facility to place my bike in a locked storage closet, although that location is 1000 feet larger than the location at Grant & Craycroft. At the end of July I moved across town and transferred my gym membership to the location at Grant & Craycroft. I spoke with the general manager about the possibility of having my new electric scooter stored securely inside the gym, as it is much smaller than a bicycle, and he agreed for this gym to provide me with that service. On August 19, the first time I commuted by electric scooter to the gym and had it stored inside a locked storage closet with ample space, someone tampered with the on/off switch to drain the battery and I had to walk most of the way home. I contacted Member Services to cancel my membership. Their response lacked any apology and elected to charge me the $50 cancellation fee that is discretional according to our contract. The nature of this dispute is that I had no problem maintaining my commitment for one year of membership, but I was denied using what the business committed to provide me when an employee tampered with my source of transportation. On March 30, 2022, I purchased a basic membership to Chuze Fitness. The total amount of money I have paid to this business since 3/30/22 is $92.29 (includes the annual fee). After using my gym membership through June, on June 28 a staff member finally alerted me that my account was past due because the billing information for ACH withdrawal was incorrect. The next time I visited the gym to workout, July 9, I paid the past due balance with my debit card and resubmitted my bank info, and my monthly fee was paid through August 30.

  Business response

  08/29/2022

  Hello Chelsea,
  
  Thank you for taking the time to contact us. First and foremost, we want to offer our sincerest apologies for any inconveniences and frustrations that have stemmed from this matter. While we cannot confirm nor deny what may have happened in the storage closet as we were not there, we are terribly sorry to hear that this matter occurred. While a refund of paid dues is not applicable at this time, as a courtesy, we have waived your $50 cancellation fee and your September dues. Your membership is now cancelled and no further charges will be made. 
  
  We want to apologize again and we wish you the very best in your future endeavors! If you have any further questions or concerns, we invite you to follow up with us at info@chuzefitness.com. 
  
  Kind regards,
  Chuze Fitness 

  Customer response

  09/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17784338, 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.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  01/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Corporates willful inconsistent management over the years has resulted in members being treated with prejudice, bias, slander & wrongful membership termination. For the better part of 5 years several employees under different managers have made notations in my account as well as many others that we were not told about let alone allowed to dispute & correct. None of this discrimination is shared with members until their membership is pulled & they are banned as so they will have no recourse. Some young staff makes me feel like it's my age or race causing their discrimination. Me & the current manager are a lot alike & butted heads from the beginning solely because I am involved in the club & say things when they fall short of what was advertised & promised when we signed up. Throughout years of communicating these concerns to corporate I have been commended being called a passionate member. However over the years I have several notations I was unaware of in my account & none of the great contributions I make to this facility are ever mentioned or taken in to consideration. These might be small things from greeting members hello & goodbye, holding doors, refilling sanitary wipes instead of making staff do it, picking up debris on the floors & coaching members who many I have become friends with outside of the gym. I knew my passion would rub some the wrong way who were lazy & as a result had to do their job more than they wanted to. These few have targeted me because of my disability in addition sadly. All for calling them on not doing the job they were hired for :-( A perspective member was obstructing the scanner to enter the gym, I asked her several times to excuse me but was ignored even by staff so I reached in front of her, there was plenty of room & scanned my ID to which staff called me rude. I apologize to all involved immediately but was still banned without hearing my side, refund of month/annual just paid, pts that took years to a crew without redemption

  Business response

  01/13/2022

  Hello *******, 
  
  Thank you for taking the time to contact us. We are saddened to learn that your membership did not work out with us. We want to assure you that the reason that your membership was revoked was not in any way due to medical or racial reasons. After multiple interactions and behavioral misconduct over the years, our management team decided it was best for both parties to go separate ways. 
  
  While your membership ban remains in effect, we wish you all the best in your future endeavors. Have a wonderful day! 
  
  Kind regards,
  Chuze Fitness 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩