ComplaintsforChuze Fitness

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went for a free trial and was charged for a full year membership. I went to the gym 1 time and it was supposed to a trial. I have since moved away from ************ and I have called them and tried to talk to them about it but I get no where with them. This did happen over a year ago but I just recently found out they have charged $670.00 on my credit report and I am being hounded by a debt collector over this.

  Business response

  10/29/2024

  Hello *******,

  We apologize for any frustrations that have stemmed from this.  Upon reviewing your membership, we see that the account was internally closed with Baileys Gym for nonpayment, and eventually transferred to our outside collection agency, **********

  Since the acquisition with Chuze Fitness, we are happy to review each account case by case.  We spoke with MG Credit, and they have agreed to remove your account from their collections records.  They have confirmed to have an updated address for you, and therefore you will be receiving a confirmation within the next 30 days.

  We again apologize for any inconvenience that this may have caused you. We wish you all the best!

  Kindly,

  ******** Powered by Chuze Fitness

  Customer response

  10/31/2024

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

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They are charging me a past account due of 200$$ from September 2023

  Business response

  10/15/2024

  Hi *******,

  Thank you for stopping by the gym today. We see you attempted to enter as a guest. Unfortunately, we can not accommodate guests that have a past due balance in our system. As the team mentioned today, you can pay off the balance in full to cancel in good standing or you can pay the $50 recovery fee to reactivate your membership. 

  Please let us know if you have any further questions or if we can provide any further assistance. We'd love to have you back!

  Thank you and have a great day!

  Kindly,

  Chuze Fitness

• Initial Complaint

  10/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had my toddler and my baby in the ********** Later we had to take my baby to the Emergency Room. The doctor diagnosed a skull **************** bleed with the time of injury aligning with when our baby was in the Chuze Fitness childcare. Detectives have requested the video footage three business days ago and they have yet to receive it. I cancelled my membership because of the suspected child abuse and their email response said nothing regarding my baby, only that they are unwilling to waive cancellation fees.

  Business response

  10/15/2024

  Hello Athena, 
  
  Thank you for contacting us. Frist and foremost, we are terribly sorry to hear of this matter and we are wishing for a speedy recovery. After investigating this with our teams, surveillance was reviewed and we can confirm that there is no evidence that an injury occurred while inside of our Kids Club. We can additionally confirm that our Compliance team has been in contact with the authorities regarding the footage. 
  
  In terms of your membership, we can confirm that is has been cancelled and all fees waived. Additionally a refund has been requested as well. 
  
  Again, we are sorry to hear of this injury and we wish you all the best. Please let us know if you have any further questions. 
  
  Kindly,
  Chuze Fitness 

  Customer response

  10/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22421742, 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,
  
  Athena Wessels
  
   
  

• Initial Complaint

  10/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Trying to sign up for a no commitment plan but the contract says it's a 12 month commitment, how many people are getting screwed ?

  Business response

  10/08/2024

  Hello *****, 
  
  Thank you for taking the time to contact us. We do apologize for any confusion or frustrations that have occurred during this time. Our promotions do vary based on the location and membership terms selected. In order for us to further investigate this matter and correct any possible errors, we encourage you to email our team at info@chuzefitness.com and further elaborate on the location you were trying to sign up at. 
  
  We hope to hear from you. 
  
  Kindly,
  Chuze Fitness 

  Customer response

  10/08/2024

  its bakersfield california , already requested email communication waiting for response .

  Business response

  10/09/2024

  Hello *****, 
  
  Thank you for bringing this to our attention. We will have our legal team take a further look into our terms and conditions. In terms of the membership itself, it is set up for a monthly basis and you will not be locked into a 12-month term. 
  
  We can see that the membership is currently set up on a monthly basis. Please let us know if you have any questions and thank you again for bringing this to our attention. 
  
  

  Customer response

  10/11/2024

  so if i sign up with those terms and conditions and cancel before 12 months there will be no penalty?

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi. I started an account with them two months ago. They charged my account a $49.99 retry fee because my account was l locked the first time. I called my local branch and they said I could pay the fees in the location and I wouldnt be charged any other fees for my account being locked. I was planning on doing today once I got to the gym but I was charged $***** and $49.99 both today. My monthly fee is only ***** so Im not sure why I was charged *****

  Business response

  10/01/2024

  Hello *****, 
  
  Thank you for taking the time to contact us. We apologize for any frustrations that have stemmed from this matter. Upon reviewing your account, it appears the $49.99 charge you are referring to is your Annual fee which occurs once per year for all Chuze members. 
  
  When you signed up, your Annual Fee was set to be charged 45 days after your start-up date and each year thereafter in order to help ensure a low monthly membership rate.
  
  We do apologize if this Annual Fee was something you were not expecting to see. We aim to make sure all members are aware of their Annual Fee by going over it with you when you sign up and by providing you with a copy of the agreement. We also include the Annual Fee charge on all of our membership pricing literature in the club as well as online, in hopes that all members and prospective members are properly informed of it.
  
  In terms of your monthly dues, it appears that it was returned to us. At any time a payment is returned, there is a $10 service fee attached. This is also outlined in your agreement. 
  
  Please let us know if you have any questions and we look forward to seeing you at the gym soon. 
  
  Kindly,
  Chuze Fitness 
  
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went in person to cancel over 12 months ago and they are still charging account. ****** over the past 18 months.

  Business response

  09/05/2024

  Hello, 
  
  Thank you for taking the time to contact us. We apologize for any frustrations or inconvenience that has occurred. We encourage you to email our team at *************************** and our team will be more than happy to further investigate this matter and correct any possible wrongdoing on our end. 
  
  We hope to hear from you soon. 
  
  Kindly,
  Chuze Fitness 

  Customer response

  09/05/2024

  I got charged again! On 09/05/2024

  Business response

  09/05/2024

  Hello ******, 
  
  Thank you for following up with us. We again apologize for any frustrations that have stemmed from this matter. Upon reviewing your account, we are unable to locate a prior cancellation. We can confirm that you canceled your membership online yesterday, August 4th, 2024. Since we do require a minimum of 10 days advanced notice to prevent any future payments from drafting, you would still be responsible for your August 5th payment. 
  
  If you have record of a previous completed cancellation, we encourage you to email us this documentation at *************************** in order for our team to further investigate this matter. 
  
  Kindly,
  Chuze Fitness 

  Customer response

  09/06/2024

  Like I mentioned in the complaint I went to cancel the membership in person over 12 months ago. I was told I could only cancel it in person so thats what did. I only cancelled it on the 4th once I realized all the unauthorized charges. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged $ ***** for the annual membership on June, 28, 2024 by a very inexperienced employee ****** when I had already been charged in the month of May 13th ? 18th ? So I went to the front desk to get a refund and I was told that it would take a few days to take care of this matter. However after I talked to the general manager he told me that the company in charge of the accounts is very slow, so I said ok give them a few more days, I went back to the front desk to talk to someone else about it but they just keep playing stupid and dont do anything to correct this problem, these are very incompetent people, they dont seem to care about it. I have proof of the charges from my credit card company if you need it.Its been two months and six days and I dont think It would take this long to figure out what the problem is?

  Business response

  09/04/2024

  Hello, 
  
  Thank you for taking the time to contact us. First and foremost, we apologize for any frustrations or inconvenience that has occurred. We encourage you to contact our team at *************************** in order for our team to further investigate this matter and correct any possible wrongdoing on our part. 
  
  We again regret any dissatisfaction and hope we can resolve this matter promptly. 
  
  Kindy,
  Chuze Fitness

• Initial Complaint

  08/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for the promotion pay $4.00 then every month pay $26.00 then in August pay $45.00 yearly fee along with monthly fee. I signed up two months ago.I was told that my membership does not include the tanning or recovery room only the sauna and the gym area. I use 3 things in the whole gym and at any chuze gyms I go to that is the zero gravity the tanning and compression boots. And I don't use them all the time so that makes it only two from the recovery room. And I know that it show what I use every time I use a machine cause we have to get a ticket. When I was confronted the first time that I can't use the machine The employee told me to leave my membership how it is and all I change is the $26 to $36. Or something like that.after the yearly fee payment cause then I have to change my banking info etc. Well I have been unhappy with my membership, I can't use anything and the gym area I can't use the machines cause of physical medical issues and I can't do anything with the gym area or running or strainous .I have been neglected and the employee's know that they can work something out with me regarding the membership and none has they want me to pay$10.00 to be a guest to use the recovery room .I am 44 years old and I have been unable to use anything at the gym,I get denied if I ask to use the recovery room,my point is there is none to talk to regarding my membership the guy that signed me up knew what plan I wanted cause of the machines I use..so I let him sign me up .how can you join the gym and can't use the recovery room or any area in the gym. I have not paid for August for this reason until someone communicate with me regarding my membership work something out with me.

  Business response

  09/03/2024

  Hello,
  
  Thank you for taking the time to contact us. We apologize for any confusion that has occurred. Our saunas are not included with our Premium membership at this time. Our services do vary per location. While we cannot confirm which location page you were viewing at that time, since the saunas are only available in our Recovery Studio at this particular location, this would not be something we could accommodate with a Premium membership.  If you would like to do so, you may upgrade your membership to either our MORE or Max memberships. 
  
  Again, we do regret if there was any misunderstanding at the time of signing up and we invite you to email us at *************************** for any further assistance. 
  
  Kindly,
  Chuze Fitness 

  Customer response

  09/03/2024

  I joined CHUZE FITNESS TO HAVE ALL ACCESS TO ALL ***S AND ALL EQUIPMENT. SO THE EMPLOYEE SIGNED ME UP ON THE NEW PROMOTION FOR $26.00 A MONTH AND PAY $4.00 TO START. ALL ACCESS TO EVERYTHING,. SO WHEN I WAS RUDELY TOLD I CANT GO INSIDE THE RECOVERY ROOM OR TANNING THAT I CAN ONLY USE THE MACHINES OUT ON THE ***** OF THE *** AND THE SAUNAS AND THAT AREA, I WAS NOT KINDLY OFFERED TO FIX MY MEMBERSHIP FOR THE EMPLOYEES MISTAKE OR ANY HELP . AND IF I CHANGED MY MEMBERSHIP I WOULD HAVE TO PAY A DIFFERENT FEE AND MONTHLY FEE ITS BEEN 3 MONTHS NOW AND ***** HAS TOOK IT UPON THEM SELF AND WORKED SOMETHING OUT WITH MY MEMBERSHIP. SO I HAVE NOT GONE TO THE *** I AM PAING FOR PARTS OF THE *** I CAN NOT USE FOR MY PERSONAL REASONS..NOT CAUSE OF THE MEMBERSHIP THAT AN EMPLOYEE MADE FOR ME AND TO BE ABLE TO USE THE *** AND BE UNHAPPY. CAUSE I CANT PHYSICALY DUE TO MEDICAL ISSUES, SO I AM LIMITED TO THINGS MY BODY CAN DO. .EVERYTHING YOU SAID ON THE REPLY WAS NOT RELATED TO ANYTHING,I AM TRYING TO EXPLAIN  .I JOINED THE *** AND MADE IT CLEAR I WANTED FULL ACCESS AND EVERYONE KNOWS THAT I USE THE RECOVERY ROOM AND TANNING . ITS THAT CLEAR TO EVERYONE. SO THERE AFTER WHEN I CHECK IN AND GET READY TO USE THE RECOVERY ROOM AND FOR 3 MONTHS ALREADY I GET DENIED AND RUDELY AVOIDED.I ASKED TO WORK OUT THIS PROMOTION THAT  GIVES ME NO ACCESS TO ANYTHING I CAN USE.  AGAIN NO HELP ON YOUR PART AND AS DISAPPOINTED  I WAS I PAID THE ***** AND UPGRADED..THEY SAID  TO PAY ***** FOR A DAY PASS I MEAN COME ON REALLY....SO I PAID MORE THEN WHAT I WANTED THE PROMOTION WAS FALSE AND I AM UNHAPPY. I HAVE BEEN  TREATED UNFAIRLY AND EMBARRESSED. AT LEAST GIVE ME REWARDS POINTS OR FREE CHUZE IITEMS OR A YEAR FOR CHUZE SMOOTHIES OR FIX MY PROMOTION, OR MAKE ME FEEL AS A CHUZE MEMBER OR TELL ME TO GET MY KIDS TO JOIN THE ***. SOMETHING.I FEEL RIPPED OFF..I PAID MORE THEN I WANTED. AND STILL NO KNOWLEDGE OF ANYTHING, YOU KNOW HOW THAT FEELS. HURTFUL AND ALONE. 

  THANK YOU, 

  ***************************

   

  Business response

  09/05/2024

  Hello ******, 
  
  Again, we deeply regret your frustrations. While we cannot honor a the Premium price of $26.00 per month and allow you access to all amenities, should you wish to upgrade your membership to our MORE or Max membership, we will be happy to waive your first month's payment due to the confusion and inconvenience that has occurred. 
  
  If this something you are interested in taking advantage of, please contact our team at *************************** for further assistance. We hope to hear from you soon. 
  
  Kindly, 
  Chuze Fitness 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a member of the ***********, ** location before they announced their closure. I was given the option to continue my membership at another location, or to have it cancelled. I sent an email instructing them to cancel my membership on November 29, 2023. In July of 2024 I realized that I was still being charged for a membership at their ********* location. I called them to complain. I was told that if I was able to send them my original request to cancel my account, they would refund the charges they have continued to send. I did as they instructed. I forwarded my original email and I was given a refund. However, I was charged again for the month of August. I called the number that was on my statement which was their *******, ** location. Their general manager refused to give me her manager's information when I requested it and said I needed to send a statement requesting to cancel my membership. I explained that I had already done that, and I forwarded my original email again. My email states to "have my membership cancelled," yet they continue to charge people. That is not right and needs immediate attention to resolve.

  Business response

  08/15/2024

  Hello *****, 
  
  Thank you for taking the time to contact us. First and foremost, we apologize for any inconvenience or confusion that occurred during this time. Upon reviewing your account, we can see that you received your refund for 7 months on July 24th, 2024. However, an error was made and you were mistakenly charged in August as well. We can see that you spoke to someone yesterday, August 14th and they were able to assist you in cancelling your membership immediately and processed a refund for the additional month you were charged. 
  
  We regret that this occurred and we are glad that our team could be of further assistance in correcting this matter. Please let us know if we can be of any further assistance and we wish you the very best. 
  
  Kindly,
  Chuze Fitness  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My membership auto-renewed in Jan 2024 at the same rate year prior. In July 2024 I noticed my dues went up without any notice from the company. Same for my husband's membership. When I talked to our local gym, the manager ******* said an email went out to us notifying us of the increase. BOTH **************** went back on old emails & found nothing. When I mentioned this to Makayla she was unhelpful. She couldn't tell us when the emails went out. We were told everyone's rates went up however no notices were posted in the gym or on our gym app. She was matter of fact couldn't help us. I requested a corporate ******* refused. I insisted to speak to someone who could provide answers. She gave me an email to a district manager ************* who would try to figure out why we didn't get email. We are seeking refunds for the difference in rates for months we weren't notified. A company cannot raise ************* an acct without notifying members first. I called corporate to seek answers & refunds and did not receive a return call.

  Business response

  08/14/2024

  Hello *******, 
  
  Thank you for reaching out to us on this matter. Email notifications were sent out to members advising them of the rate increase. If at any time you opted out of our email notifications you would not have received the notification or it could have gone to spam.
  
  Please note, that it has never been our intention to increase any of our fees, however, our operating costs have gone up tremendously in the past couple of years. This includes paying higher wages, increased utility costs, and especially supply costs.
  
  While we understand your concern, we hope that we can still deliver incredible value to you as a member, as well as continue creating a clean and friendly environment in the years to come.
  
  Thank you for being a loyal member, and we look forward to seeing you again soon!
  

  Customer response

  08/14/2024

  We did not opt out if emails. We get one + more everyday from Chuze. Please provide date email was sent to us please?

  Business response

  08/15/2024

  Hello *******, 
  
  Thank you for following up with us. Email notifications were sent on June 7th, 2024. Please keep in mind, that it could have gone to your spam folder as well. 
  
  We can see that you recently downgraded your membership to our Premium plan as well. Please let us know if you have any further questions or concerns. Have a wonderful day! 
  
  Kindly,
  Chuze Fitness 

  Customer response

  08/20/2024

  Hello,   I went as far back as May to check for any emails relating to a fee increase including my junk box and my husband did the same.  We did not receive any emails about the increase.  Can you please provide the email sent on June 7th and its content about an increase to our memberships.

  Here is what I can tell you, we were long time members with 24 hour fitness and made the decision to move over to Chuze because of the lack of care of 24 Hr's facilities, classes and its members.  I visited Chuze and this gym was everything 24 Hr wasn't.  We are VERY pleased with Chuze and reason we still remain members and reason I downgraded my membership to a more affordable rate in lieu of canceling.  Where Chuze misses the **** is in its communication to us about this increase, how the local manager mishandled this situation by dismissing me when asking for answers and how corporate did not respond back to my message.  It's a disappointment that I have to go to this extreme to get answers.  It is not okay for a company to increase fees without the proper notification to customers so I look forward to seeing the email you claim that was sent on June 7th, 2024.

  Best, *********************

   

*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. ↩