Crunch Fitness

Complaint: 11996056
I am rejecting this response because: Bold faced lies by the person writing the response. I have been in contact with numerous other former customers who have had the same experience when attempting to cancel at crunch. This business continues to financiallypunish people who try and cancel. Mysteriously the Jenifer that has never been employed at crunch, signed my piece of paper cancelling my membership, suddenly worked there in 2015? Their reviews are filled with former employees, and customers who apparently have an ax to grind with them for no apparent reason? This many people with similar stories can all be lying, but a business owner trying to hide her shady practices and a manager trying to save her job sure will lie on a former customer. 
Regards,
[redacted]

Hi [redacted], Thank you for reaching out! Sorry to learn you're experiencing an issue with your membership. I see in your complaint you mention you've been speaking with ABC Financial. If ABC Financial is your biller, you will neet to resolve the issue on your account with the management of the...

franchise location. I can have a representative of the franchise clubs reach out to you if you would like. Please feel free to email me your information and I will forward directly to them. My contact information is below. Best, [redacted] - Crunch Corporate[redacted]

Good Afternoon,We were not able to process his cancellation form because he owed October, November, and his annual fee. Taryn called (11/23/16) to let him know he would need to pay off its past due before we could cancel. She left a voicemail.We've been trying to get in touch with him to have him...

take care of this balance so that we can cancel him out of the system but he has not contacted us back.There is also an attachment as well.Thank you,Ashton E[redacted]Executive Assistant to the CEO[redacted]

Hi [redacted], can you please tell us which Crunch gym you belong to? We are having trouble locating your membership.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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. 
It has been resolved. 
Thank you!Sent from my iPhone
? 
Regards,
[redacted]

Revdex.com:
I have reviewed the 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.
I most definitely reject this response. In previous emails, [redacted] stated that "We give the new member 5 days to review the agreement and, if for any reason they change their mind within those 5 days, we allow them to cancel and receive a full refund."; therefore, since I cancelled on the same day that I received the agreement (8/4/15), I'm well within the time frame he provided. At no point during the sign up process was I informed that I would be getting an email nor was I informed that I had 5 days to review a "contract" that I didn't even know that I was getting; otherwise, I would've inquired as to why I hadn't received it.I've attached pictures of the document that was initially given to me on 8/4 along with a screen shot that he has since forged. On the original document, there is no "E" after [redacted]? Oddly enough, the spelling has been corrected on his end to attempt to avoid giving me a full refund since I was never sent the agreement. In addition to that, he's blatantly lying when he says that I received the agreement as it's impossible being that the email address that they entered was incorrect. Again, the 'agreement' was initially provided to me on 8/4 & being that I cancelled on the same day (8/4/15 @ 9:28pm), I would say that I am cancelling well within 5 days of receiving the agreement. All in all, [redacted] is clearly misinformed on many levels & tries to put the blame on the customer who is being misled when signing an agreement. 1. Their marketing campaigns have nothing to do with the issue that I'm presenting to him. 2. He stated, "we put all the information about the annual fee on the very first page of the prices, and we used red ink to make it harder to miss." What would the "first page of the prices" be? There is NOTHING on their counters in regards to pricing or memberships nor is anything handed to a new member to review. All you have is the word of a staff member.3. As he stated, there is "the option to delay the annual fee for 60 days." I've already said multiple times, [redacted] & [redacted] (I dealt with both of them) said that the payment could be delayed 60 days because if I cancelled before the 60 days that I WOULD NOT have to pay the annual fee. Therefore I cancelled well within that time frame.4. The information regarding the annual fee is given VERBALLY regardless of the fact that they've "created a separate and specific electronic signature screen only about the annual fee billing policy and we require the new member to initial this page." If his staff fails to inform the customer of accurate information regarding the fee, doesn't provide any paperwork & has zero information available to the customer other than their word; it's completely unacceptable to have the staff mislead customers & require members to initial any pages based on the misinformation that they've provided. 5. The refund policy is great because that would mean that he owes me a full refund. The agreement was initially given to me at the time of my cancellation on 8/4 @ 9:28pm but only because I asked. The reason that I asked for it was because they were breaching the verbal contract originally stated to me when I signed up by forcing me to pay for the annual fee. They refused to cancel the contract until I paid a fee that I was originally told that I didn't have to pay. [redacted] has since informed me that the agreement was cancelled but refuses to provide me with written confirmation as I've requested. 6. There was never a 'checklist' provided to me. If he's referring to their script, [redacted]/[redacted] misled me by telling me that I WOULD NOT be responsible to pay the annual fee if I cancelled within 60 days! I'm not saying that I didn't know that the annual fee existed as [redacted] is implying. What I am saying is that I was told that I WOULD NOT be held responsible to pay it IF I CANCELLED WITHIN 60 DAYS of which I did. The website indicates that "each membership has a $39 annual fee that will be charged 60 days after the enrollment date" so if you cancel BEFORE 60 days, why would the member be responsible for it?  Since the sales rep doesn't have an incentive to mislead customers, why would the staff tell [redacted] that they didn't misrepresent the agreement? The only logical reason that I can think of is because I'm sure that they want to keep their job. I don't know why [redacted] feels the need to tell me how long [redacted] has worked there, how many memberships that he's sold, how they compare to their competitors, how much they invest to build and maintain their club when I, as a customer, am telling him that I was misled & not given accurate information prior to initialing the agreement. In prior communications, when he says, "When I consider everything in your email, and compare it against the facts and information I have outlined ", I don't think he's considered anything related to the "facts"; otherwise, he would understand exactly where I'm coming from. Nothing that he's said is either fair nor reasonable. He has the nerve to threaten me even though his staff is incompetent, provides inaccurate information & misleads new members. I feel as if I should not be responsible for paying the annual fee as I have cancelled within the time frame verbally told to me. I should not be faulted for his staff member's negligence in providing me with correct, accurate, information. His staff members misled me at the time of sign up which is the basic characteristic of most unconscionable contracts in that one party (myself) signed the contract under situations involving pressure, lack of information, or by being misled. Due to the aforementioned, the contract should be rendered null & void. I would like him to fulfill his obligation that he's outlined because he owes me a FULL REFUND. I look forward to hearing from [redacted] as to when he plans on deciding to fulfill his obligation & provide me with my full refund.
Regards,
[redacted]

Good afternoon [redacted] Thank you for your patronage and we apologize for any inconvenience this has caused you. Although we have not heard of any issues with the hot water at this location, we have notified our Ops Team to look into this matter. Once again, our sincerest apologies for any...

inconvenience and we thank you for you patronage. Best, [redacted]

Initial Business Response /* (1000, 9, 2016/01/14) */
Contact Name and Title: [redacted] - GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@crunchnorthriverside.com
I, [redacted] (GM), spoke to the member and assured her that I would handle the situation and refund the money that was owed...

to her. We, Crunch Fitness - North Riverside, have refunded the full amount the member was owed. I have spoken with the member and informed her the refund was issued and the member was happy that I was able to resolve the issue.

Unfortunately due to a number of instances in that particular room we have had to lock the room when it is not in use.  We do not wish to upset any member, but this is for the safety of our equipment and for the safety of all members.

I am rejecting this response because: Joel and I spoke on the phone a few times, and we did come to an agreement that I would finish my sessions as per the contract, but Joel was supposed to...

call me with a time and trainer that I could work with or the trainer he was supposed to set me up with was going to call me. I had already been working with a trainer and Joel acted like he didn't know that when we spoke. I'm so frustrated with this business and this has been an extremely disappointing first experience with a gym. I don't know that I'll ever deal with a gym again for fear of dealing with this ridiculousness. I just want what I'm told is going to happen to actually happen! Quit lying to me and acting like my business doesn't matter. Believe me that I will tell everyone I know how horrible my experience has been.

I have sent an email to this member and asked her to call the managers in the club to get this resolved.  There is no record of this member ever cancelling her membership.  Cancelling a membership at Crunch is a simple process.  The member can either come to the club and sign a...

cancellation form or they can mail in a letter requesting the cancellation via US mail, and we recommend sending via certified mail so the will be a receipt for the member.
Also, this member mentions another member also wanting to cancel, but there is no information on the identity of this other member.  We have asked [redacted] to help identify this other member.
Once we connect with [redacted] we will try to settle this matter immediately, and I will contact the BB when this is accomplished so that this case can be closed.

Good Morning,Fairless Hills Crunch connected with the members father and it was agree upon that his daughter will be billed for the two months (last month and this month) and Fairless Hills will early cancel the contract to prevent the remaining 4 billings.  If she (the member) isn't able to...

use the two sessions she paid for before she goes back to school Fairless Hills Crunch will happily allow her to come in and use them when she's home from school without needing to buy a membership.  In that event just reach out to Fairless Hills Crunch and it will be arrange for her.No refunds due and the members dad is very happy with the resolution.Thank you,

This customer came in and joined the gym on Nov 24th, 2014. He continued to use the gym for 7 workouts and then wanted to quit on Dec 15th, 2014. He was cancelled from his monthly dues on Dec 15th but will still be responsible for the...

enrollment fee and first months dues.
His ability to cancel and get his money returned is set at 3 days by California law. He used the gym for 3 weeks.
[redacted]Owner - DBKW1, LLC a Crunch Franchise
[redacted]@crunchhuntingtonbeach.com
714.316.0110
858.395.2679 Mobile
http://www.crunchhuntingtonbeach.com

Revdex.com:
Thank you for your prompt response and for providing proof that I will never be erroneously contacted about this again. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Attached is the signed agreement for the current membership, which highlights the details of the Annual Maintenance Fee charged on the [redacted] of September this year and last. This fee is found on the front page of the attachment, and has been agreed to as per the signatures on file. We are sorry for...

any confusion, but this fee is indeed a valid charge, scheduled to deduct on the [redacted] of September of each year the membership is not in a cancelled state.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Please provide proof or signed documentation that my phone number has been removed from your system.I have been told numerous that my phone number has been removed from Crunch's system, but continued to receive phone calls.[redacted] told me that my phone number is not in their system and was only supplied to them as a reference number, and that reference numbers are only called once. However, I have received 2 phone calls from them. Could you please ensure (to the best of your ability) that I will never be contacted again?Thank you.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] both enrolled at Crunch [redacted] on Feb 6, 2015, both on a Peak membership.  Their memberships required them to pay their first months dues at the time of enrollment, and an annual fee that was to be billed 60 days later.  Apart from these obligations their...

memberships continue month to month until they cancel.  On Feb 22, 201r [redacted] and [redacted] both signed cancellation forms at Crunch, and both of their memberships are now cancelled.  There are no notes of records of any kind showing that either [redacted] or [redacted] have notified Crunch of their intent to cancel.  Because of this their memberships have continued to accrue additional monthly dues.I would like to resolve this matter for both of them, and will agree to waive all late fees and past dues that have accumulated as long as they both pay the annual fee they owe from when they joined last year ($39) and one month of dues ($19.95), for a total of $58.95 each.I have placed notes in the system to this effect, so if they simply stop by the Crunch in [redacted] and pay this amount we will then close their accounts and waive the $264 in past dues and late fees.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
 Dear Crunch -  I will come by today 2/29/16 evening at your location at 1st street [redacted] to pay the amount of $58.95 each to clear the account provided all the said actions will be completed and honored.    No more credit and collection damaging our credit score and continued calls from first credit services.  Thank you. Cheers,[redacted]

All agreements are non-refundable for PT and are not cancelled mid-term unless there is a valid medical reason or the client moves outside a 25 mile radius.  [redacted] did have some difficulties with her trainer, but at no point was there ever a time we could fulfill our end of the agreement as we...

had and currently have numerous trainers on staff.  Management at our club had also attempted to contact [redacted] to ensure she could use the purchased sessions.Anything outside the agreement period we are willing to refund.  Our files show she turned off our ability to bill from July 2016.  3 months short of the agreed upon term.There had been constant contact and an email chain between our Club Manager and Personal Training manager explaining all of this in detail.Regards, Joel

To Whom it May Concern:Posted below is the #[redacted] Revdex.com dispute as well as the response:As a courtsey the club will waiver the fee's with the expecatation of the member paying the monthly due of $24.95 from June 20th. Please allow a billing cycle to reflect the change.Thank...

you,Ashton E[redacted]Executive Assistant to the CEO