Crunch Fitness

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].  
 
Regards,
[redacted]

Initial Business Response /* (1000, 16, 2016/03/14) */
just returning your request of our side of the story for [redacted], I was out sick for a few days so I could not
respond sooner. I talked to [redacted] and explained how the membership works and that the maintenance fee is annual on the...


same day every year and I showed him a copy of his agreement. If he was charged a late fee it is because he had insuficient funds in
his account.

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].  
 Unshakeable, unwavering commitment to enforcing fine print over $58 dollars should not be more important than a customer's experience. This complaint has nothing to do with medical issues, or accessing the gym, or any other clause in the contract. Stating and restating dry clauses from an agreement that probably few members have even read does not lessen the importance of a business dependent on membership income not taking effort to please the membership. Consider the advantages of enforcing this contract to the letter in all cases: Boost fitness is now $58 richer; Boost is building a reputation for sticking to the letter of their contracts, no matter how little will be collected. Now the disadvantages: A member subjected to the irritation of an unexpected charge to their card; that one member not signing up for a new membership in the future (lost revenue); no new referrals for members from that person; one star reviews online; a long chain of Revdex.com messages and responses with out a real resolution; loss of time and added frustration for everyone involved in the issue. Leaving a customer with a positive impression of the business increases the likelihood of repeat business, referrals, and is more important than making a point out of following a contract when it does the opposite of those things.    Regards,
[redacted]

We have closed out the account in December for [redacted] after several attempts with him.

Dear San Diego Revdex.com –
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I am familiar with this member and we have tried to resolve this matter directly with her, but with no success.
 
There are 2 separate issues here:
1.       Members claim that she is not obligated to pay her annual fee
2.       Members claim that she should be entitles to a full refund since she did not get a copy of the membership agreement
 
ANNUAL FEE ISSUE
With regards to the annual fee, every membership to our club has an annual fee of $39.  When a new member enrolls they have the option to pay the annual fee at that time, or they can choose to delay it for 60 days. [redacted] chose the option of delaying it for 60 days.  The member claims she was misled by our employee ([redacted]), but our investigation shows conclusively that this was not the case. 
 
First of all, [redacted] has been with Crunch for a year and a half, processing hundreds of memberships, and has a perfect track record in the areas of clear communication skills and integrity. He is incredibly well-versed on how the annual fee is an obligation, and he has no incentive whatsoever to mislead a customer.  Employees are not paid commission or incentivized in any way to increase sales.
 
Secondarily, Crunch has instituted several safeguards to ensure no new member can misunderstand the obligation of paying the annual fee for their first year, including the following: 
1.       All marketing material clearly states “$39 annual fee required”
2.       All price presentation material in the club, which is shown to all new members so that they can pick which membership is best for them, clearly states that the annual fee is an obligation on all 3 of our memberships, and members have the option to pay it now, or delay payment for 60 days.  This is printed in red letters and large print to make it hard to miss.
3.       During the enrollment process the new member must initial or sign 6 different signature screens, and the 2nd screen in the sequence is specifically confirming that the new member understands that the annual fee is an obligation.
4.       Once the membership agreement is signed we then review with each new member a “new member checklist” which, among other items, specifically mentions once again that the first $39 annual fee is an obligation.
 
The membership agreement for [redacted] clearly states the annual fee is required, and [redacted] not only signed the agreement, but she also initialed the section about the annual fee.
 
The only fees [redacted] paid at the time she enrolled on June 28, 2015 were a $1 enrollment fee and her first months dues of $24.95.  The $39 is due 60 days later, which is Aug 25, 2015.  We have over 6,000 members in our club, every one of which has been required to pay their first annual fee, and we do not accept [redacted]’s claim that there was deception or dishonesty in an regard in the way she was explained the annual fee by [redacted].
 
ENTITLED TO FULL REFUND DUE TO NOT GETTING A COPY OF THE AGREEMENT
Within a few seconds of the completion of the membership enrollment an email was sent to [redacted] with a copy of the agreement.  It was not until August 5th that [redacted] requested another copy of her membership agreement, at which time she informed us that the email address listed on her account was listed incorrectly.  During the 5 weeks between when [redacted] enrolled and the date which she requested a copy of her agreement [redacted] used the club 8 times, of which she brought her son as a free guest 4 times and her husband as a guest twice, for a total of 14 workout visits.  [redacted] had ample time to inform Crunch that she had not received the email sent to her with the copy of the agreement, and considering the amount of gym usage [redacted] and her family enjoyed in the months of June and July it is unreasonable to expect a full refund, so this request is denied.
 
Regards,
 
[redacted]
Owner / Crunch Tustin

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 first. The GM has submit the...

refund request to JV for $150 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 10-14 days.Thank you,

Hello [redacted],    The water heater has been replaced with a new unit.   There is no longer a problem in the water temperature.   I will also contact the member directly today.   Sincerely,     [redacted] George        Crunch Fitness | [redacted] Valley...

phone: [redacted]  [redacted]  [redacted] Valley, [redacted] email: [redacted]

I am rejecting this response because:
  Hello [redacted]    Today at 1:13 pm, I received an email from Crunch Fitness that my membership has been cancelled with a zero balance. However, not 2 hours later, I receive another email stating that my membership is past due and will accrue late fees (see below). There has been no resolution regarding refunding me my money.   Sincerely,   [redacted]

Initial Business Response /* (1000, 8, 2016/02/18) */
Crunch Riverside spoke to [redacted] and informed him the renewal option for him and his husband [redacted] have been cleared. They will not receive anymore calls or texts.
Initial Consumer Rebuttal /* (2000, 10, 2016/03/03) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)
They called and let me know they will fix the issue. They have said this in the past. I am hoping this time it will be taken care of. They were very friendly when they called which was nice.

This gym is not up to code with current county and state public health laws.
Crunch gym is currently:
Lacking proper air conditioning
Has a problem with mod
Needs to be cleaned
Consistently has broken gym equipment and work out machines
This gym is not properly ventilated and violates key county and state public health laws and ordinances. The manager, Taylor F is not fit to run a gym and is therefore liable for being sued by the state of California.

Confirmed [redacted] was not a member of Crunch and intent was to reach a [redacted] Both the Crunch club and [redacted] have been asked to cease collection attempts since [redacted] no longer uses that number. Phone number is also being removed from the former account so it should not be called again. We...

sincerely apologize for the inconvenience.

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:

[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,
[redacted]

I'm here writing a 2nd complaint about the same issue because Crunch Fitness lied to me when they said they would refund me my money. From my first complaint: "I signed up with Crunch Fitness in Huntington Beach at their location on...

6/13/2016. I chose the year contract for $9.95 a month. I read and understood the contract prior to signing it. I was very aware of the 5 day buyer's right to cancel window. The contract explicitly says, """You, the buyer, may cancel this agreement at any time prior to midnight of the fifth business day after the date of this agreement, excluding Sundays and holidays. To cancel this agreement, mail or deliver a signed and dated notice, or send a telegram which states that you, the buyer, are canceling this agreement, or words of similar effect. Such notice shall be sent to Crunch H[redacted] or by email to [redacted]…. Date this contract was signed: ____0_6_/1_3_/_2_0_1_6_____. You are entitled to receive your REFUND within 10 days of receipt of notice of cancellation, less payment for any health club services rendered prior to such cancellation.""" So on 6/18/2016 at 10:44 PM I sent an email to [redacted] notifying them of my cancellation and refund request. [redacted] replied to my complaint on here letting me know he will refund me, then on June 30th, 2016 [redacted] called me and told me I was refunded that day. I waited 10 business days and still no money. On July 14, 2016 I wrote a negative Yelp review explaining my poor experience with Crunch. On July 15, 2016 I was credited $9.95 back to my credit card. On July 16, 2016 the $9.95 on my credit card was "adjusted" from Crunch Fitness balancing it out to $0. I do not understand why they took the money back out that they owe me. I bet it is the incompetent GM [redacted] that did that to me since she has been nothing but rude to me and the other members.I want my $9.95 refund and for you to honor the contract. Holy [redacted] Last note, when your staff and manager give out contracts to sign make sure they know what your gym's contract says. Earlier when I called asking where my money was and why they weren't honoring their contract your staff and manager honestly said to me that they have no idea what their contact says. Are you kidding?? Wtf??? You're having us sign a contract and your staff doesn't even know what it says? They have to abide by that contract and they don't know what it entails... No wonder this gym sucks and can't seem to credit back my money.

[redacted] and Joel came to an agreement to finish the remaining sessions as the contract states.

Dear Revdex.com –I do not find any new information in this customers reply.  Her basic premise is that we did not inform her about the annual fee, yet her membership agreement specifically shows the annual fee and the date it is due. I do realize this member is saying that had she realized there was an annual fee she would not have enrolled on this membership, and that all she really wanted was a way to use the club for the summer at the lowest possible price.  We have always offered short-term memberships for customers in this situation.  For the Peak Plus membership she can pay $69 for 1 month or $109 for 3 months, and since this member wanted it for the summer the $109 for 3-months would have been the best solution, and we would be happy to allow her to switch to that option now, but the full membership she purchased that offered her a discounted enrollment fee ($4) and her first month fee was actually less expensive that the 3-month summer membership, even when you include the annual fee, so switching her plan to the summer membership would not be in her best interests.   In summary, it appears this customer thought she could pay $4 to use the gym for 30 days and then cancel, and this is simply not what the written agreement states. Regards,[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

Hello:I  received a message that said to message the Revdex.com should the business contact me. I was called today by a representative of the business.  They informed me that they would correct the error of the charges and contact the collections agency to retract the debt. They apologized for...

the error they made. Thank you,[redacted]

Good morning. An email was sent to all members notifying them of the price increase, however it appears [redacted] was not received so the club will be crediting him the $10 difference as requested. We apologize for the inconvenience.

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.