Crunch Fitness

Review: In 2013 I signed up for a membership at Crunch Fitness, Bushwick, however the club mis-advertised its opening date. On April ** 2015 I was first billed from the venue for the agreed upon price on $9.99. Today, 8/*/2015 I received a bill for $30. I contacted the gym and they told me it was an annual fee that was charged after 4 months of membership. I tried to cancel my membership and be reimbursed my money as a) at no point did Crunch notify me of this annual fee, and the written information which I have documented in email never mentions it and b) Crunch began memberships on 4/** for ALL new clients who had signed up in the prior years (they spent years claiming the gym would be opening.) I was then informed that I would not be able to cancel my account or be reimbursed, and that the owner was on vacation so no one could help me so I can call back in 2 weeks and cancel then. I am trapped in a membership I do not want and being charged for fees that I never agreed to, with the business refusing to address the issue in any way.Desired Settlement: I want my membership cancelled and the annual fee refunded.

Business

Response:

Attention Revdex.com:[redacted] and I are working offline to resolve this matter. Best, Jasmine V[redacted]Member Services Manager

Consumer

Response:

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. The representative I spoke with was wonderful and very helpful. Thank you.

Sincerely,

Review: In December 2014 1 I had signed a month to month contract with Crunch Fitness via online membership application. Sometime during April 2015, at the [redacted] location I met a personal trainer, and through some time and email/text exchange, became committed to work with her. I first purchased a 30-session package; as things were going so well, I purchased another two 30-session packages, receiving training approximately 2-3 times a week for the next nine months. However, my trainer was let go from the company recently in late November. I was completely heartbroken as I built an intimate relationship filled with trust and friendship with this person. I asked the business if they could issue me a partial refund, as I still had 16 sessions left. Instead, they encouraged me to work with a different trainer. Now, like I mentioned earlier, I had been with MY trainer for 9 months, meeting 2-3 times per week and corresponding through weekly emails about my goals and progress. The new trainer that the gym was going to set me up with had no knowledge of my medical background (which I shared with the now terminated trainer), my endurance and stability levels, nor any of my progress notes. This new trainer really didn't have a starting point for me other than what I told her I did and what I wanted to work on. This really made me feel like I was forced to make a new friend and took the personal out of personal training. It also made me feel like I was working back at square one. I told the manager that I felt uncomfortable working with a new person, as trust is a very important factor to me. In the end, I compromised and met up with the new trainer.

I also e-mailed a manager named Jasmine V[redacted] approximately two weeks, because I also wanted to cancel my membership as I could not financially afford it anymore and I was diagnosed with a health condition back in early November that made it hard for me to work out (making December the last month of my membership). She answered one of my questions, but has still yet to answer why I cannot be issued a partial refund of the training sessions, other than stating the contract I signed says that refunds will not be given on the basis of employee termination. However, the contract does state that it can be cancelled upon diagnosis of disability lasting more than 6 months that make it physically impossible to finish out the contract; cancellation date is concurrent with date of onset of disability. This is also my situation, but since the manager has not gotten back to me, I can not explain my condition. As a side note, I think that statement about not issuing refunds because of employee termination is not fair for those who have been involved with one trainer for at least 6 months or more, as a specific bond has been built and cannot be easily replaced or replicated. They tell me the contract is with the gym, not the seller/trainer -- the seller/trainer is an ambassador of the gym and the truth is, NO transaction or profit would have occurred if not for the seller/trainer. The fact that they can slip this into the contract seems, to me, a way for the corporation to bully their members and take their money, not taking into consideration the member's ultimate goal of health.

Though I appreciate the club trying to accommodate me by assigning me a new trainer, I don't think my basic needs are being met and I am not getting the services I paid for in a trainer. The trainer that the club has tried to set me up with (whom I've texted multiple times and met with) is very limited in her schedule, as she has a 9-5 job on Tuesday, Wednesday, and Friday. This only leaves me Monday and Thursday morning to work with her, which is not helpful as I am not available every other Thursday morning. She has also informed me that she is leaving on December [redacted] to visit family for the holidays and will be gone/out of state for two weeks. Already, Crunch cannot promise me the consistency I once had with their previous trainer. Upon speaking with her and understanding her workout routines/regimes, I am unsatisfied. I have tried to work with the company by complying and compromising with their requests, but I am at a point where I am not satisfied with the services, as they are nowhere near what I was getting before, and therefore I ask for a partial refund. In addition, Crunch has the option to offer refund for personal training sessions within three days of signing a contract; to me, this means that if the consumer realizes they are not happy with the services, they can ask for a refund. Setting me up with a new trainer is very much like signing a new contract - a different trainer is a different person with a different approach, therefore a different service. I am not satisfied with this new trainer; her services are not what I paid for. Surely, Crunch has issued partial refunds for unused training sessions (as seen on your website under a complaint filed back in November [redacted] 2013) and I'm confident they have the ability continue to do so in the present.Desired Settlement: A refund of the 16 unused sessions, at $85 a session, totaling $1,360.

Business

Response:

Good morning [redacted],

Thank you for reaching out and apologize for your frustrations. Your email from 12/* has been reviewed and based on our agreement and as mentioned in my email prior to 12/8, a refund for your personal training is not justified. In both your emails, at no time was there any medical documentation included to support your claim.

Please revisit your Personal Training agreement and get back to me with the required information. You have my email but in case it's not readily available, you can reach me directly...[redacted]. If you require another copy of your agreement, please advise and I will send over to you.

Have a wonderfuld day.

Best,

Jasmine V[redacted]

Member Services Manager - Crunch

Consumer

Response:

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:

[Your Answer Here]

Ms. V[redacted] has still failed to produce a detailed explanation of why my situation cannot be made an exception nor has she responded to the multiple reasons as to why it should, such as not being satisfied with the new trainer/member experience - this experience is not what I paid for, alongside the medical reasons (which I can produce the necessary paperwork from my physician if/when needed). And one reason, in particular, stands out in my mind: the Revdex.com website shows PROOF that a partial refund was given to a member even though the trainer was terminated. Why was that member given a refund, but not me?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This case is considered closed! Matter has been resolved.

Consumer

Response:

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,

Review: While establishing a new membership with Crunch in Daly City, CA, (April, ** 2012) two single gym memberships were created rather than a joint/household account; which resulted in initiation fees, prorated first month, last month and current month charges being charged. When the credit card statements alerted us to a problem the following month, we returned to the local club, spoke to the member services person (who spoke with a manager) about voiding one of the individual memberships without a penalty, returning the extra charges, and changing the remaining individual membership to a household membership with a slight monthly increase. Manager approved, paperwork was completed (April **, 2013), one membership card was canceled (for the duplicate individual account) and a replacement card was issued for the now joint account. For the now household account, the monthly charges increased from $34.99 to $54.98 - which was expected do to adding the additional household user at an increase of ($19.99/month). The first individual account ([redacted]) is [redacted] and added user ([redacted]) with [redacted]. For the individual account created in error ([redacted]), [redacted], the initial start up charges have never been refunded nor has the $39.99 billing ever stopped - yes, its been 17 months. Numerous attempts to resolve this have failed (initially in person, then e-mail via "contact us" on their website, and phone.) We've since moved 41 miles from the club and its not convenient to use the club nor visit the club to resolve this. The most recent attempt, 8/*/13 via the "contact us" section of their website (for billing and cancellations) promising to be contacted within 48 hours have resulted in no response (again). Their records will clearly indicate we have not used their facility since sometime in December 2012/January 2013 - which is when we moved. Credit Card disputes have been filed appropriately with card issuers.Desired Settlement: Immediate cancellation of: [redacted] Refund of set up, initiation and monthly billing for [redacted] for April 2012-current (September 2013). My estimate is $39.99 x 17 months ($679.83) plus last month ($39.99) and initiation fee ($49.99) = total $766.81. This can be a refund to the credit card associated with the account. Remove our email addresses, postal mail and phone numbers from your marketing, membership, newsletter, etc. solicitiation lists. An apology letter for the issue, ignoring our requests for resolution thru their channels and general run-around.

Business

Response:

Members concerns and refund request have been addressed. Full refund pending, and member has been contacted and notified of resolution. No further action required.

Review: I joined and paid for new Crunch gym and personal trainer time several months before it was built. I was assured that I could get a full refund if I was not satisfied with the facility once it opened. I was also assured that individual lockers would be available to store gym clothing at an additional monthly fee. This was an important feature, and I went in several times before the gym opened to ask about the lockers so I could get one assigned as soon as possible. When the gym finally opened, I was told that they reconfigured the space and will not be offering monthly lockers. I immediately asked for full refund and never used the gym. I went back to gym several times to ask about my refund and to request that they stop billing my [redacted] Card.

I was only recently told by the Operations Mgr that I had to fill out a request form for the refund. She assured me that I should hear about my refund app one week later. It has been app one month and I have not received notice about my refund. I have returned to the gym in person several times but I am always given a run around. Today, I demanded the name of someone I could speak with outside of the [redacted] location. I was told that I should contact crunch.com. I did and at the end of filling out my complaint, I received a prompt stating that the form would be sent to the [redacted] location.

Thank you.Desired Settlement: I am seeking a FULL REFUND of all the money I originally paid for the gym and trainer svc, and a full refund of all funds that Crunch billed monthly to my [redacted] account during this past year.

Business

Response:

Our apologies for any frustrations regarding this membership. Please understand that a cancellation must have supportive documentation in order to process any refund or adjustments here. A full refund of dues is only available within the first 3 business days of purchase (in this case, being the first three days that this location had opened, as presale memberships did not activate until the opening date.) This policy is found in the terms and conditions of the agreement this member had entered into, as well as explained during enrollment presentation. As of now, the account is closed and will not incur any further payments. Please advise if any documentation can be provided regarding a cancellation (i.e. copy of Cancellation Form, or email confirmation of cancellation by calling our ###-###-#### cancellation number. If these documents are not available, any document (email/letter) from a Crunch employee or membership advisor regarding a prior cancellation will also be reviewed.

Review: Some months ago I purchased a Crunch Gym One Year Membership ([redacted]) but before purchasing I had questions because I wanted to ensure the membership would be a good value and work for my needs. I basically asked the sales rep at the Gym whether their were weight limitations on any of the equipment and he said there were none.

I was concerned about my weight being too much for the treadmills but his verbal reassurance sold me and I signed up. I visited the Gym a couple of occasions and each time my weight caused the machines to cease working. After the last occasion I never returned to the Gym because I realized it would be impossible for me the equipment to provide me a workout and I also looked up the manufacturers which do list weight capacities a hundred pounds lighter than what I weigh.

So basically I was sold by being given incorrect information and as a result purchased a membership I cannot use to the same level as other members and even worse because their were indeed weight limits on the equipment set by the manufacturer I was potentially put at risk of injury by being assured their was not a weight limit.Desired Settlement: I request Crunch Gym Corporate ensure a refund to my card prorated for the few days I used the membership. I also ask that Crunch Gym Corporate ensure my membership is cancelled.

Consumer

Response:

At this time, I have not been contacted by Crunch Fitness regarding complaint ID [redacted].

Sincerely,

Business

Response:

Case #: [redacted] Confirmed that member’s weight had no relation to systems down. Management/ownership recalls discussing issue with member around time of incident, and stated that machine down was related to a circuit breaker going out, and not due to any individual’s weight. No information can be verified here regarding reason for non-use or incident at club regarding limitations of use, so no refund will be issued. Please let me know if you need anything else here. Thank you, [redacted]

Consumer

Response:

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:

Hello,I will accept a pro-rated refund from the day of my last visit to the gym. My thought is I went in on three occasions after signing up spread across a couple weeks and the equipment I paid to use just didn't work.I do not believe what I'm asking for is unreasonable. Also the reason I'm not accepting the other option is I now go to a [redacted] drop in gym.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Club owner verified weight limitations with manufacturer and while this wasn't deemed to be the issue, club is willing to offer member a refund. It is currently being processed and will submit update once refund is posted.

This gym is the absolute worst. Horrible customer service. Can't wait to cancel my membership.

Review: I cancelled my membership back in January or February to begin starting in April because I joined Equinox. I called the cancellation number and was told that I was all set and would not be billed for April on. Since then, I have received email after email, notice after notice, saying that I owe Crunch money for April, May and now June. I went to the gym to find out why my membership was not cancelled and was simply given the cancellation number again. I was told that it was not noted that my membership was cancelled. I have since sent 8 emails to [redacted] to get this resolved. I received 1 response on 5/*, and sent 7 consecutive emails with no response. I also went to the contact us section of the website to get this resolved with no response. I scheduled time out of my day today to call customer service since I was getting no response via email, although the emails from Crunch say that we can resolve billing issues via the [redacted] email. I am not sure why the email address is available if no one actually monitors the email address. I spoke to the rudest and angriest billing representative who yelled at me, talked over me and threatened me. I was told I would be taken to collections and that it would go on my credit report. She kept saying that I needed a "form" even though I called the cancellation number. I told her calmly that I called the cancellation number and do not know why it was not noted in my account. She said I tried to cancel in April but that was probably a call or email when I tried to get this resolved initially. She seemingly tried to corner me into paying "May and April ONLY and I will waive the late fee" as if to just get me to pay something. I again told her calmly that I did not owe Crunch any money and there was a mistake on someone's part that it was not noted in my account that my membership was cancelled. She then got very angry and transferred me to the Cancellation department. After waiting another 5 minutes, despite already spending about 40 minutes on the phone already, the message was" the office is now closed. Please call back later".

The is the last email I sent to [redacted] which will hopefully illustrate the terrible customer service I have received thus far, with no resolution. I would be happy to provide the full email chain if necessary. "This will be my 8th email to [redacted]. Please note that I also went to the website to voice my concerns via the "contact us" section, also with no reply. I am a very busy working professional but scheduled time out of my day to call the 1-800 number since no one has responded to any of these emails. I wasted approximately 45 minutes of my time with possibly the most aggressively rude representative that I have ever spoken to, with no resolution. Not to mention the monotonous repetition of "All representatives are currently busy. Please wait on the line", perhaps 100 times over the course of 10 minutes before someone picked up. I would seriously consider the use of elevator music instead of making customers hear that message over and over again. Since these calls are supposedly recorded, I would recommend that someone listens to it since I stayed calm throughout the call while the representative yelled at me, talked over me, lied, and threatened to take me to collections.

I have to question the quality of your staff since this is no way customer service should act in any circumstance. I have no issues dealing with people like this and told her calmly multiple times that I have cancelled and reached out to this email address [redacted] many times over the last month. She continued to threaten me and tell me that I owed money and that she would "waive the late fee if you just pay April and May". I asked her why I would be responsible for this money when I have already cancelled and also tried reaching out to resolve this issue for several months. When she finally got tired, she said she would transfer me to the "Cancellation department". After waiting another 5 minutes, the message was "The office is currently closed at this time".

This is precisely the reason why I prefer to resolve these issues over email as I do not enjoy wasting my time being berated by representatives and getting nowhere. I do not know why your Crunch employee did not note the cancellation in my account several months prior but I do not owe Crunch any money. I remember calling the cancellation number from my office in Chicago so perhaps someone else's membership was canceled, but that is not my problem. Also, there was no "form to fill out", as the representative kept yelling at me for, and her angrily repeating "you signed a contract". I am fully aware of the contract I signed that I need to cancel 30 days prior. I work on contracts daily so yes, I am fully aware of how contracts work and know that I am not in breach of said contract.

Crunch, this is truly terrible business practice. While this is not the reason why I switched to Equinox, I am now very grateful I did. Someone needs to look into the the quality of your customer service since my experience has been truly deplorable.

Thanks,"Desired Settlement: I would like for my account to be properly noted that I cancelled my membership. I would like for the incessant calls, emails and notices to stop, and for the outstanding balance to be removed from my account.

Business

Response:

Greetings,

As per the notes on the member account, it is confirmed that a cancellaton was requested through the billing department. Billing has also noted the account, per cancellation policy, that April dues would need to be reconciled, as cancellations must be received prior to the final month of access. As April billing had already been submitted, the membership would be subject to that final charge of April dues. As of now, the balance has been adjusted to reflect a single monthly charge of $66.99 for April, all other charges have been waived. At her earliest convenience, member must provide a one time payment for April dues in order to properly close the account and avoid further collections activity.

Thank you.

Consumer

Response:

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,

Review: I was a member of Club One Fitness Embarcadero 2 ([redacted]) starting in 2011. This is the location I signed up at and is the only location I have ever used. Unbeknownst to me my membership was transfer to a different Club One location ([redacted]) that was just recently sold to Crunch Fitness. I was not told of this and was not given the option of transfering my membership back to the gym I go to almost everyday. Club One finally told me that my membership was with Crunch now and if I wanted to continue working out at Emb 2 I would need to re-sign up. I was told I needed to cancel my membership with Crunch. I emailed the cancelation form to a contact I received with no response on May [redacted]. When I followed up with the 1-800 # I was told I needed to go into the location and cancel. I decided to email the location first and ask how to cancel and was told I needed to call the 1-800 number. Also, everytime I told the customer service person of my story it was meet with "well you have to cancel 30 days in advance but still pay the monthly fee for that month". All this time still being charged $70 per month at a place I never went to and never wanted to go to in the first place. I felt that Crunch and Club One created this problem but I was made to feel as if I was the one that needed to solve it by just paying. I didnt create the problem and should not have to 1) jump through hoops to cancel a membership I didnt want and 2) pay for someting I didnt use and didnt want. And what hurts even more is that everyone I have spoken to is not interested in helping. No follow up, no investigation of the issue, no research into this issue and no belief that I might actually be telling the truth. Which I am..Desired Settlement: I want all charges and late fees to be waived.

Business

Response:

Balance has been waived, and account closed successfully.

Thank you.

Review: Crunch [redacted] stated through advertisements sent in the mail in May 2013 that they were about to open a new gym in my neighborhood and were running an "Early Bird" joining special. I went to the website to sign up for the gym. After signing up and paying the fees, the website then stated that I would need to come in person to the gym to sign paperwork. I went to the facility in person and the gym was not open; however, a sales representative was sitting at a desk at the door. He explained the gym would open "no later than the second week of July 2013." He then provided me with paperwork to sign. Come the end of July, the facility was still not opened. I sent follow-up emails and kept being told "any day now." By October *, 2013, I had enough and emailed the facility to cancel my membership and request a full refund. At that point, I was told by a "member adviser" that she was able to cancel my membership, but due to it being more than 60 days since my join date, she could not refund my credit card. She did promise to send a check to my address within 14 business days. It is now October [redacted] and I still do not have a check. When I emailed the same "member adviser" on 10/**, she stated curtly that my membership was only "pending" and I need to be patient. She refused to give me any other details.Desired Settlement: I want my membership officially canceled, not just "pending cancellation" and I want a complete refund of all money given to Crunch [redacted] (joining fee and first month membership fee) immediately. They should not promise "within 14 business days" refund and not deliver. I prefer my money returned to my credit card, or would like my refund check mail immediately to the address I provided them with on October [redacted], 2013. This should be non-negotiable since the facility has never opened.

Business

Response:

Greetings,

Review: I sent a letter to cancel my membership in September 2013 to the address on my contract (which is month-to-month). When I saw I was billed in October 2013, I sent a second letter - this time by certified mail. The letter was received in New York and a week later someone picked it up (per the tracking record). Last week, I sent an email to the billing department after receiving an email that I owed Crunch money - did not receive a call back. I have been receiving daily calls from a mysterious 800 number with no message left. I figured they were robo-calls. Finally, I just called that number back to find that it was Crunch trying to collect $54 on me! The gentleman on the phone basically said he could do nothing but take my payment of $54. He told me to go to the gym - which I refuse to do as I have an infant at home - which is why I can't get to the gym in the first place!!!! He then offered up an email to a [redacted] to have this person do something about this balance that is in error. I am not optimistic that anything will come of it. When I was sold the membership, the gym manager promised that cancelation would be no big thing since it was month to month. I am finding that this was an incredible lie. I have contacted Crunch 5 times in the last two months and this is still not resolved. I am being threatened with collections/write off. My great credit is very important to me and this experience with Crunch is intolerable!Desired Settlement: This $54 needs to be removed from my account and my membership canceled as per my contract requirements.

Business

Response:

Member's cancellation via USPS was confirmed. Remaining balance has been waived, and the account closed. No further charges will incur.

Review: I am very angry with Crunch Fitness for revoking my membership for no good reason. They are so unfair. They allow a person to get personal training for free, and everyone else has to pay for it. I know this for a fact because the girl brags about it. I want my membership back. I did nothing wrong to Crunch. They stole money out of my bank account, and I complained to corporate, and this is what they do to me. It's not fair, and they are unfair. There general manager [redacted] lets a person get training for free that's totally unfair. I told corporate about this, and I think she deserves to be fired.Desired Settlement: I am demanding that they give me my membership back. They are so unfair, and the general manager is getting away and letting a member get personal training for free just because this person is friends with the people. That is totally unfair and I deserve my membership back. They made up lies about me, and they are unfair.

Business

Response:

This membership has been terminated per management discretion and refunded in full due to member disputing charges on file in October, as well as making threatening statements to employees via telephone calls. All amounts paid by this individual to Crunch [redacted] via [redacted] from time of enrollment, including any membership/service related charges as well as an apparel/retail purchase have been successfully refunded. Individual is not permitted back into the facilities after October termination, and any further contact with Crunch or any of its representatives/employees therein may result in Crunch filing harassment complaint with [redacted].

Consumer

Response:

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:

[Your Answer Here]They are lying. I did not make any threats to anyone.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Ive been a member of this Crunch for two years now. From the very beginning I noticed that the showers in the mens locker room didn't have hot water-only warm at best. I've brought this issue to the attention of management over four times and I am tired of not seeing anything happen about it.Several of the employees at this location say that many customers complain about the hot water. Many people just don't shower there because of that reason.Desired Settlement: I want the hot water issue fixed as soon as possible. I want a written progress report on when it will the issue will be taken care of.

Business

Response:

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]

Review: I emailed to cancel my membership and Jasmine V[redacted] though she was being funny when responding to an Email that I was on the chain for, in turn making fun of me. I reached out to her and told her what she did and she did not seem to care. I reached out to her boss as well and no response from either of them.Desired Settlement: Refund of last month of dues.

Business

Response:

This issue has been resolved.

Consumer

Response:

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,

Review: My card expired in February of this year (2014) and as well as the company I worked for closed. When I received an email that Crunch.com could not take payment out. I responded and let them know my situation and I was cancelling my membership as well. They responded and only wanted my new card info. I did NOT give it to them since they already knew I cancelled my membership but for some odd reason ( illegal business practice) they finally got the new expiration date without my permission!!!! and took out a few months of membership (that was already cancelled) and I sent an email and they responded by saying I have to contact the gym. I logged into my account and contacted them telling them what happened and a few days later another month of membership was deducted and monies are continually to be deducted. I have all the emails attesting to that.Desired Settlement: refund of monies due since I cancelled membership March thru Aug and Sept as well if taken out before this is resolved

Business

Response:

Member received an overdue balance alert on April **, in which she requested to cancel via email. The [redacted] reached out to explain that cancellations must be done at the club in person or via certified letter per the agreement. Additionally, the [redacted] offered to work with the member by putting the account on a freeze to avoid additional fees or a new enrollment fee upon rejoining once the balance was paid. The agreement further states the member is responsible for payments and billing return/late fees if not paid per agreement of EFT. Crunch can collect from the account that was placed on file. Card companies provide us the updated information to avoid hassles every time a card is compromised or replaced. Balance was valid and so we collected. Crunch has no way of manually finding updated card information, so member should not feel concerned about any compromised info – we never have access to the full card number.

Review: Once Crunch found out I wanted to cancel my membership they refused to transfer my membership (that I have paid for) to the new city I am living in.

I emailed the Crunch [redacted]or [redacted]) telling him that I was moving to Miami from NYC and asking about the transfer process. He said I would be able to transfer my membership at a rate of $79.99 a month. I also confirmed that my membership is month-to-month and I have prepaid my last month, so if I cancelled by the 1st, my last month is paid for.

I called the phone line given by [redacted] to initiate the transfer and they said they would be happy to do it. I then said that I would also like to cancel my membership. Then the customer service representative ([redacted]) asked me to hold, and after 45 seconds told me that he cannot transfer my membership. I asked why and he said because he cannot do both. So then I said, then just please transfer my membership to which he said he would not because I was going to cancel. I then asked to speak to his supervisor, who told me that she knew I was going to cancel so she would not transfer the membership.Desired Settlement: I would like my final month of membership that I prepaid ($74.99) refunded, as well as the time I could not use the gym here in Miami because I could not get the membership transferred ($20.79). Total $95.79.

Business

Response:

This membership is transferable, but member must visit the new location to complete correct forms and move forward with the transfer of dues and access. The Billing Department is not able to make this adjustment as there is a need for the member to complete documentation in the club and provide signature for updated agreement. It has been confirmed that the member is in communication with the new location's [redacted], who will be able to assist in the transfer paperwork. Corporate Member Services will be in touch with the [redacted] to ensure this is done at member's earliest convenience.

Review: I'd like to start that I've been a very happy & loyal member of Crunch gyms for many years and up until this point I have never had any complaints. I throughly enjoyed my membership and time spent at your [redacted] locations.

In June I wanted to explore a new gym option, Classpass, which would give me access to Crunch and many other studios in NYC. I spoke with a representative and she informed me that my account would be put on hold for two months and then close unless I called to reactivate and resume my membership at a discounted rate of $65/month. On the [redacted] of September I called customer service realizing I had not received an email stating my account was closed and wanted confirmation I would no longer be continuing my membership with Crunch. The representative told me that my account was already billed $81.99 on the [redacted] of the month and my account would not close until the end of September. I asked to speak with the supervisor, who was not particularly helpful in explaining the details of my account, and she said this charge could not be reversed. Today, September [redacted], I called my bank to dispute the charge and put a stop payment on the account and called Crunch customer service again to receive the final account cancellation email that I have yet to receive. I was told there is a balance of $81.99 remaining on my account and asked for a card to complete the payment. How is there still a balance on my account if payments were processed on the [redacted]? Ever since I joined I was told the billing date for each month was on the [redacted], so my calling on the [redacted] is time enough to process a cancellation and not charge my account for the month of September. When I spoke with the supervisor today she had a completely different story. She said that payments were processed on the [redacted] and I still cannot cancel the account for September, but now my account will not close until the [redacted] of October! I asked for her to explain how if I want to cancel my membership today it would run until the end of October and she said that I pre-paid for October when I joined the gym initially in 2012, but I cannot transfer this payment from 2012 to end my membership in September. I was also told this last payment of $81.99 will go to the collections department and she proceeded to angrily hangup without answering my billing questions or confirming my account is closed.

I have never had any issues with the Crunch customer service department until I started the conversation of closing my membership, which has now become an extremely difficult process showing the true colors of the customer service team. I would like to speak to a supervisor that can speak to me and answer my account questions without losing his/her temper and help me officially close my account. My phone calls over the past two days have not resulted in any resolution, but only my being hung up on by the supervisor.Desired Settlement: I would like immediate contact from Crunch to have the account closed with a zero balance due & no past due balance. After resolution I would like no more contact, phone or email, from the company & no balance sent to collections.

Business

Response:

Good evening Autumn, The past dues were waived on 9/*/2015. Best, Jasmine V[redacted]Member Services Manager

Consumer

Response:

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,

Review: Crunch fitness offers personal training sessions with their Personal Trainers. In March 2013, I purchased 160 sessions for $2,760 from a Crunch Personal Trainer, [redacted]. I chose this trainer specifically because my roommate was already working with him and had seen good results. This charge was made on my credit card and was billed to Crunch Fitness. In August 2013, [redacted] was fired from Crunch, for fraud. Further information has not been released as to what exactly the termination entailed. At this time, I had completed 29 of my sessions. Crunch will not honor my remaining sessions with another trainer and has refused to give me prorated money back, for the sessions I have not completed. I have many text messages with [redacted], where he explains the sessions I purchased and other deals since March he told were being offered by Crunch Corporate. Further - as an employee of Crunch, it seems only natural that Crunch is now responsible for fulfilling this purchase agreement. The payment was exchanged only to Crunch Fitness - not [redacted] specifically.Desired Settlement: Because I was able to complete 29 of my 160 sessions, I would like the remaining 131 sessions to be refunded. This refund would be $2,259.75. My original purchase in March was a one time buy for $2,760.

Business

Response:

Hello,

Crunch does has not offered 160 packages of training sessions for purchase at any time. On March [redacted], 2013, member purchased a package of 20 sessions for $2760. Attached are supportive documents including; service agreement, service audit including collected electronic signature for purchased agreement, and an audit of remaining sessions from the package purchased. Crunch will honor the service of the remaining 5 sessions with a new trainer, or will process a refund of value for the remaining 5 sessions at $690.

Further action regarding remaining sessions will require response from the member to the Member Services Department of Crunch.

Thank you,

Member Services Manager

Consumer

Response:

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:

The documents that were provided by the business are NOT actual documents from time of purchase. No contract was ever given to me for this purchase. Further, the service Audit attached from Crunch shows a forged signature that is NOT mine. This document, is therefore, completely invalid. I have a series of text messages from the employee, [redacted], that show many instances of him (on behalf of Crunch) offering training packages of 160 sessions for $2,760. Or other packages very similar in price.

I am still seeking the full amount I asked for; $2,260. So far Crunch has not been able to supply any support documents that show my sessions are what they claim.

Please see attached for text message examples that confirm the offering of packages.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The documents provided by Crunch are indeed actual documents from the time of purchase. Please see "Agreement Date" on top of provided service agreement. Agreements are made readily available at any time, if consumer requests a copy. These can be sent via email, or printed and provided at club or via postal mail from date of purchase, or any time thereafter.

Review: I TOLD THIS GYM I DID NOT WANT THEIR MEMBERSHIP AND THEY KEEP CHARGING ME MONEY AND REFUSING TO END IT. I JUST CALLED AGAIN TODAY AND THEY CHARGED ME ANOTHER $20. I HAD TO CALL MY BANK AND GET THEM INVOLVED TO DISPUTE THE TRANSACTION.Desired Settlement: I WANT MY MEMBERSHIP CANCELLED

Consumer

Response:

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,

Review: I signed up for the monthly pass with premium access. This plan shows online for the same price I pay and shows that it is a month to month commitment. A manager signed me up and never once told me that he opted for an annual commitment. I have been planning on having a baby and am now pregnant, so I can't continue going to the gym due to medical reasons. I would never have signed up for annual commitment and that was the main reason I chose crunch over other gyms. When I called and asked to cancel my membership, the girl calling said my account would be sent to collections if I don't pay the rest of the year, so now I am stuck paying a year of the gym I cant even use.Desired Settlement: I would like to be released from the contract. I would also like to be refunded for every month that I did not attend the gym (I only went for the first month, which was paid for). The girl called and forced me to pay saying it would go to collections otherwise, despite the fact that I hadn't been to that gym in months.

Consumer

Response:

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,

Review: Crunch advertised a training package called "Cardio Strength Training" where I work in a pair or group with a pair of trainers and am told I will burn 1000 calories in 30 minutes. They had a sign in the gym advertising it, and it sounded great! They told me that at that rate I would burn an additional 3000 calories by training with them 3 times per week and then lose a pound of fat per week. I bought a package for $1950 and signed up to train 3 times per week. Since that time I have not lost any weight. What's worse, I used a tool to measure my calories burned during their workouts and found I never burned more than 200 calories in any session no matter how hard I worked. When I asked about it, I was told that results are different for different people. I asked if they were familiar with false advertising, since I only bought the training based on the promise of burning 1000 calories in 30 minutes.

Since then I have done some research and discovered it's physically impossible to burn that many calories that quickly. I told them this and politely asked for a refund, and was refused. I believe they should be made to refund all training for this program, and stop advertising as such and issue a correction to all members.

It's a great place to workout, and I really don't want them to find out I reported this, but I know that other people are being cheated as well, and want it to stop.

Thanks very much.Desired Settlement: I believe they should be made to refund all training for this program, and stop advertising as such and issue a correction to all members.

Business

Response:

Greetings,