ComplaintsforCrunch Fitness - Fairmount

• Initial Complaint

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been attempting to cancel a gym membership at Crunch Fitness for myself and my daughter (who is a minor) since April and they have yet to follow through. I filled out an online form at their request, however, I have received no follow up, and they continue to try and charge my credit card. I was told to speak with a representative at their 800 number who has referred me back to the manager of the gym itself. No one will help me or cancel our memberships. The process has been extremely frustrating.

  Business response

  08/14/2024

  The cancellation policy is to Fill out a ****** doc form with member information and wait about 3-5 days for a call to confirm the cancellation. In this situation there was miscommunication, so we are working on the memberships as of now. 

• Initial Complaint

  06/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I attempted to cancel my membership months ago, for some reason in order to cancel my membership I had to accept a call from corporate to explain why I was canceling my membership. My first issue. Second issue, is when I was charged again, I called the manager and told him I no longer wanted the membership he explained the odd cancelation process to me them promised to cancel the membership. I have now just been charged by the gym again. I have never once even stepped foot in that gym. I feel like this gym is predatory. Making it extremely difficult for you to cancel the membership. I called the actual gym and a rude girl told me there is nothing she can do about it until the manager gets in tomorrow because "he doesn't work weekends". I called the corporate customer service line, it disconnected on me twice. These are horrible business practices I want my money back and i want people to know how awful this gym is. Thank you.

  Business response

  06/24/2024

  This member submitted a ****** form for a cancellation request on 4/23/24. Our policy is the cancellation must be confirmed by phone to be finalized. Please see the notes on this members account for the time line.  Notes on members account:  4/23/24: Received cancellation request form 5/2/24: Out bound call made to confirm cancellation reqeust, no answer, left message 5/3/24: Out bound call #2 made to confirm cancellation request, no answer, left message 5/16/24: ***** ********* received an email from the member questioning why he was billed if he cancelled. ***** responded to member via email and made an out bound phone call to the member letting him know the member services department reached out on 5/2/24 and 5/3/24 to confirm the cancellation with no answer, voicemail left each time. ***** confirmed the member for cancellation over the phone and explained the 30 day cancellation notice policy on his agreement. Members last monthly billing was 5/16/24, ***** processed cancellation with no future charges.   

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Crunch Fitness took over *****, which I had been a happy member for years. I made sure to update my phone and mailing address when I moved as with a new business I expected they may contact about changes (including pricing). I didn't get any information about new contract, so I had assumed my contract with ***** was still valid until I checked my bank account records. Monthly prices increased from 15.99 to 17.99 in September, and annual fees doubled from $40 to $80 without warning. Around the time I saw that (I don't recall if I saw the ad before or after realizing the price changes), I saw an ad for Crunch memberships for new clients for closer to $10. I commented on the ad and mentioned that it didn't seem right that existing members had increases with no warning and yet new clients get cheap memberships. I was blocked and unable to see the post after that. In December I tried a couple times to go in person to cancel the membership, but they said nobody there was available to. The second time I went I was told to try canceling online. I did, explained that I was upset about the unauthorized charges and wanted to cancel, and got a response from the manager asking for my phone number. I gave him my phone number and availability. I never heard from him, but now realized that 17.99 is still being pulled from my account monthly. I contacted the manager again and told him I expect all of the unauthorized charges to be given back to me. He messaged back that he had sent me a link to cancel (I did look back and confirm that he did sent a message shortly before he asked for my contact info). I don't recall if I had even seen that message, as I was waiting for a call and had already tried to cancel online, and told him under no uncertain terms that I wanted the membership done. He now said he would cancel my membership, but still ignored all of the unauthorized charges and lack of transparency. Other clients were also unaware of price changes until I brought them up.

  Business response

  06/04/2024

  ***** ********* emailed with member several times discussing the proper steps to cancel her membership. ***** made an exception and cancelled her account with her email as confirmation. No refund issued for the member due to her not cancelling her account following the 30 day policy. 05/30/2024 at 02:27 PM - ***** *********

  Customer response

  06/06/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The link to cancel was sent once (not several times) and was immediately followed by a request for my information to be contacted (which I responded to), which is how the link was overlooked. This does not excuse that I was supposed to be contacted and never was, and I had tried multiple times to cancel in person at the gym prior, however I do understand that I missed that email. The main reason that I was upset with Crunch in the first place  has been ignored numerous times now. Crunch increased the membership fees and annual fees (DOUBLED the annual fees) without properly alerting members. Those additional charges were not authorized by me (along with however many other members that were taken advantage of). I want those unauthorized charges put back on my card, as well as all members notified that charges were taken from their accounts without authorization. Crunch has taken advantage of a massive amount of people that they have no contract with, as their contract was with *****.      Regards, ****** *******

*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. ↩