Crunch Fitness

Initial Business Response /* (1000, 16, 2016/06/22) */
Posted below is the refund that was sent to the client, back on 06/03/They called and confirmed with the client as wellPlease let me know if you need any addtional information
refund processed for $refund to be mailed
on 6.3.16-BB
Initial Consumer Rebuttal /* (2000, 18, 2016/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The error was corrected and funds were fully reimbursed

I am rejecting this response because: They have done absolutely nothing to resolve my main complaint, which is that I just want out of the contract, for which I was not properly informed that I couldn't cancel

Good Afternoon,The General Manager of this club will be refunding this memberHe will contact her today and she should see the refund within 7-business days. Thank you

I paid $1800 for training sessions at the Crunch in Hamilton, NJ. After several illnesses, including 14 days in the hospital, and being on feeding tube for 3 -4 months, I am told my training sessions expired, even though in person I submitted doctor's note to freeze them.
This is all after the trainer has been trying to get me to go on dates.

Poor customer service, you get the run around, and the motive is to just collect more fees for training sessions without doing the research that the member was on medical leave from the gym totally, both training and membership frozen. Shameful and I will continue to follow up until it's resolved.

I worked with an trainer for 18 months at $100 per week. When he was promoted and I ran out of money he had promised to provide me with at work out routine. It never happened and he would not answer my text messages.

Good Morning,Crunch Upland has contact the member a couple times and she has not returned any calls? But the GM talked to her as well as AGM and FM and offered to provide another trainer.? No refund has been issued yet, as Crunch Upland wanted to talk to her firstThe GM has submit the
refund request to JV for $for unused sessions.? Thank you,

Good Morning,Crunch North Bergen, confirmed that the refund has been processed, but depending on the type of credit card these refunds can take up to 10-days.Thank you,

Complaint: [redacted]
?
I am rejecting this response because:
I had filed a complaint about a business and was
told by both the managerand Revdex.com representative that I would be receiving a refund within 7-10business daysNow over weeks have passed and I still have not received arefundI would like to make an additional complaint and request furthersteps to ensure I receive my refund of $
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12293317, and find that this resolution is satisfactory to me. Thank you for getting back to me. The business I complained about did resolve the issue.

Hello,Per our contract and policy, Mr. [redacted] has not moved more than 25 miles away from any Crunch Fitness location and we have transferred his gym membership to the location that is closest to the address that he provided.  He will now receive all of the same privileges at the new location...

that he received here in Riverside.  We will follow up with Mr. [redacted] with any further issues.Thank you[redacted]General Manager###-###-####[email protected]

Initial Business Response /* (1000, 17, 2016/06/27) */
Is canceled and will not receive any further payments

Good Afternoon, Our GM reached out to this member and they came to an agreement and the matter has be resolved. Thank you.

Initial Business Response /* (1000, 14, 2016/06/27) */
Refunded 113.85

Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
According to Boost's response,  "When asked about current rates, our staff went over all details and even waived the re-write fee (which all members are required to pay when making any changes)." The first time Boost brought this to my attention was years after my membership was transferred from [redacted] to Boost.  Since I was not required, nor did they tell me, that I did not need a contract when my membershjp transferred from [redacted] to Boost, there was no opportunity to have this conversation.  I assumed they would be charging me the same as for all their other customers with the same services I have had.   The only reason it was brought to my attention was that my credit card information changed which prevented Boost from charging my account.  When I provided my new credit card information, they only accepted it.  Only after asking questions did they volunteer any information about the lower rate.  They never attempted to email or call me to notify me of membership changes and that I could get the same services for a lower rate.  I believe this is a deceptive practice. Since Boost does not alert customers of changes to plans and memberships, it is up to the customer to do due diligence.  How often does Boost recommend that I check theirwebsite or call their locations to ask, "Have you made membership changes recently?  No? Okay, I'll call again next week.".  Is this how they recommend customers get theinformation they need?   People are very busy and expect better service.  I do not make a habit of checking and rechecking with places with whom I do business with.  Boost is relying on profiting off of uniformed customers and would prefer to keep it that way. I would expect a better responsive from a reputable business.
Regards,
[redacted]

Initial Business Response /* (1000, 16, 2016/06/27) */
Already received refund/ processed 6/18/16 mailed 6/26/2016 by [redacted]

Good Morning,   I just wanted to send the response to this complaint, please see below:   "Crunch Riverside is refunding the member $14.95 and the member should receive the refund within the next 3 weeks; refund was process today."   Thank you,   [redacted] Executive Assistant...

to the CEO ###-###-#### ext 107 [redacted]@crunchfranchise.com

Boost Fitness has provided all necessary access to the facility as agreed upon for membership and isn't at fault on the membership plan given to [redacted] with the terms he agreed to when joining online on July 25, 2017. As stated in the previous explanation,  all fees including the annual fee and monthly rate are detailed on both the membership page as well as on the online join now page. In contacting [redacted] for the 30+ days his account was delinquent our staff gave ample time to allow for an explanation and discussion of the membership that is still within the 12 month term he agreed to upon joining that is both listed on the membership page and online join now page. There are no hidden fees or terms buried on our website, and the information on the terms are continuous from page to page with joining online. . As stated in the previous response, we have been accommodating to this member by canceling the membership early without penalty, but without refund of the agreed upon payments already processed as part of the 12 month membership. In the event that the approval for early cancellation hadn't been received the only recourse for cancellation would be for medical reasons provided a doctor's documentation.

Good Afternoon,   Here is the response from the club #12214253: "Crunch Riverside has left several messages and texted the member and he has not responded. Crunch Riverside looked up the membership and its been cancelled since 2014. If the member is referring to his wife but with out her...

information Crunch Riverside cannot find her in the system." -Thank you   [redacted] Executive Assistant to the CEO ###-###-#### [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
- the presence of additional fees would have factored into my decision with getting a membership at Boost Fitness, whether the fees are on different pages or not does not mean that they are visible or obvious. perhaps the additional fees are obvious to staff or managers who deal with gym memberships and payments regularly, but for anyone like myself who noticed the $9.99 advertised, and signed up only expecting that to be the only charges, suddenly Finding unexpected charges on their card statement is frustrating.in this case, I needed to change gyms because of a temporary change in a work schedule. Instead of prioritizing customer service and customer experience, you have prioritized the collection of less than $60.With a refund and an apology, I would have undoubtedly resigned up  with Boost after my schedule goes back to normal, which could have earned Boost future business, as well as social capital when I share the experience with others looking for a gym in the area.   Regards,
[redacted]

Initial Business Response /* (1000, 5, 2016/02/18) */
Crunch Riverside and the District Manager have tried to contact the member via cell phone. One time the member said he was driving and asked to be call back in two hours. The 2nd attempt the District Manager left a Voice mail with his personal...

contact info to be reached to resolve.