Crunch Fitness

This issue has been resolved. Two charges of $92.99 refunded back to card on file as per discussion with member and corporate office after confirmation of charge to member's payment method on file. No further action necessary.

When we bought out all of [redacted]’s memberships all their information transferred over to us including their billing information so this member has been getting charged. We sent out mailers, emails etc letting these members know of the switch over. As mentioned, when we took over the members of...

[redacted], there were several communications that went out to all members.  This gentleman seems to acknowledge it in his complaint.  Member’s either had to send a letter to the club, a letter to [redacted], or come into the club; this is our policy.  This member claims to have sent an e-mail to Crunch via the website. I would be willing to refund the dues he paid in 2016 as a sign of goodwill, but the 2015 dues need to be paid as it is the responsibility of the member. Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12177939, and find that this resolution is satisfactory to me.

[redacted] has had a history with our Hilliard location.  He is a former employee of the previous ownership group and worked alongside many of the current employees.  I received an email from [redacted] yesterday stating that he just wanted to use the facility.  Today I received a Revdex.com review...

stating he would like action taken against all management.  His volatile behavior and the circumstances under which he was let go from the previous company leads CRUNCH to believe he will upset the harmony of the club and endanger the employees and possibly members.  Due to these reasons we believe for all parties it is better we do not allow [redacted] to return to our facility as a member and will not be changing the decision to deny entry.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

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:

At the time I had asked for a better receipt showing I didn't owe anything. They refused and told me this should take care of everything.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Each club is independently ownedand operated and have their own guidelines and procedures to protect the safety of their members, staff and guests. All guests in our clubs are asked to present photo ID upon entering the club.    Just recently our club was a victim...

of theft in our locker room.  A duo of a male & female perpetrators where stealing from various clubs in the area including Crunch Staten Island. Once this occurred we worked closely with the local NYPD precinct and through our efforts the NYPD was able to apprehend both of these thieves because we had copy of the photo IDs and our security cameras. The lead detective came to our club an applauded our safety and diligence in helping apprehend these individuals as they were doing this for quite some time.
Instead of holding an person’s ID we ask for a copy of an ID.  Holding an ID could lead to a person forgetting to pick it up at the end of their workout.  Our members and guest have embraced this and it has made a difference in our safety record and our customer service. Copies of ID are kept in a secure area and our club follows all PCI compliance guidelines to ensure that our members personal information is safe.
Offering guest usage is for Peak members is a privilege that all our members love.  However some guest have elected to get their own membership so they don’t have to come every time with their friend.

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] 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 Morning-Crunch Hemet has reached out to the collections agency and has removed the debt, along with canceling the members membership. Crunch Hemet apologies for any inconveniences this may have caused.Thank you

Crunch refunded my money of the 15th of July but on the 16th of July it was deducted from my account balancing it out to $0. Redo the refund. I can provide my bank statement that says you guys refunded and then deducted it.

Thank you, I'm still waiting to hear back from the owner. When I receive the response I'll be sure to send it to you. Thank you for your help.Ashton E[redacted]Executive Assistant to the CEO[redacted]

Hello The dates the customer is referring to are wrong. Yes, when they signed up they paid for their first month. Our opening day was July 25. So their first month would be July 25-aug 25. Which then they would see another charge. The parents came in to cancel and we would not issue a...

refund as it did not fall within the 10day cancel period. We offered to cancel the membership as of that day. Their response was "that's fine we will go to Revdex.com". So many months later here we are. They still had a gym membership is which they could have utilized but chose not to

We have a 3 step process that explains all terms and conditions.1.  Personal Training manager explains in person2.  Agreement is signed, with the PTM explaining terms and conditions again3.  Copy of agreement is emailed to the new client once the process is completedAt no point was...

there any questions brought up about the agreement.  Our agreement is clear and precise and also states that the agreement does not tie a client to an individual trainer, but in fact you are agreeing to a service.  At no point have we been unable to service the client in a professional way.To ensure we do not favor one client over another we will be enforcing the conditions set in the agreement.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Hi [redacted], Upon review of your account, I see you were refunded for unused personal training and it has been confirmed this morning. Best, [redacted]

Hi [redacted], Thank you for your patronage at Crunch and we apologize for any frustration this has caused you. As noted in the agreement you purchased in 2013, it clearly notes your dues will increase. The notice is a courtesy and was mailed to the address on file in December 2014. You also received...

an increase in 2014! There are no notes on file indicating you spoke with a Crunch Representative regarding your account. If you called our 866#, please forward me the date and time so I may listen to the call to verify your statement. Best, [redacted]

We take your complaint seriously and both the CEO and HR have been informed, as well as spoken to [redacted] in regards to his customer service. We sincerely apologize for any inconvenience this may have caused you.  Your cancellation request on 12/20/15 has been pushed through but no...

refund is due for the 1/6/16 charge since it was not done so within the 30 day notice time frame listed on the agreement. A copy of the cancellation form has been emailed to you for your records.

Original request is noted within 5 day Cancellation. Refund of all purchases submitted, as per Consumer's 5 Day Right to Cancellation policy. Full refund of $447.70 will reflect on card on file in approximately 5 business days.Thank you.

Good Morning, [redacted] was a member in 4/30/2013 and also signed her son up on 3/15/2015 when he was 13. His name was on the agreement, but his mom signed everything. [redacted] called in last night very irate about the situation, Charmaine asked [redacted] to give her some time to sort things out and contact...

the collection company. Once Charmaine looked into the account she saw that both [redacted] and her son were in collections. Charmaine called [redacted] to let her know that she will have her son out of collections by the next day. [redacted] did not answer. There is no documentation that [redacted] cancelled her membership. [redacted] felt that her membership would be cancelled based off of her not coming to the gym. Once it was explained that not coming doesn't cancel you, [redacted] said that she called and cancelled over the phone. Charmaine explained to her that calling in is not an option to cancel and walked her through the proper way of canceling the membership. Since then Charmaine cleared up [redacted] sons account and cancelled him. She called [redacted] and let her know the outcome. [redacted] was happy and will be intomorrow 09/15/2016with her husband to cancel their accounts.

When this member joined she was told of the annual fee at least 2 times. I have sent her screen grabs on 2 different screens where it CLEARLY states there is an annual fee and how much it is.I have been corresponding with this member and even though she is in a year contract I offered to cancel her...

membership. I will not refund a fee that is clearly stated in her paperwork, in the club and online. Crunch fitness has over active 700,000 members who have joined, paid their annual fee and continue to be loyal and happy members. Per here contract, I have the ability to demand payment in full. I have let ther know twice that I would allow her to cancel and not be charged any additional fees but I am not refunding any fees that were legally charged. Using terminology like Bait and Switch is offensive and she should be practicing proactive listening and reading when the terms of the contract are right in your face and not hidden.