ComplaintsforCrunch Fitness - Kitchener

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Crunch Fitness continues to charge my card even after working with the branch manager to cancel my membership and after being provided a letter confirming my account and financial obligation were completed. I am requesting assistance in ensuring all of my information is removed from their system, my contact information and credit card. The transaction in dispute is for $51.80 and was charged to my credit card on December 23rd.

• Initial Complaint

  17/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased personal training sessions on a monthly payment plan in April 2022. In July 2022, I suffered fractured ribs ***** ******* ****** ** ** ******** I was ordered off gym exercise for 1 month by my physician. I advised my trainer and all sessions were cancelled. A day later, I cancelled my contract with 1 month notice required by my contract. I was billed for the entire month of July (I won't dispute this). I was billed again on 27 Aug for the entire month, despite not having attended any sessions. I approached the General Manager who agreed with the error and submitted a refund. I was advised a 6 week wait time on the refund. I followed up this week with the GM and was advised that he is now refusing the refund. I escalated the matter to the Regional Manager who has failed to respond to my requests. I'm requesting a full refund for the disputed amount.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I prepaid the remainder of my yr in Jan 2020. Covid happened and they shut down. Thru emails with Sandra M. whom worked in the head office, I was approved for a refund of $67 and change bc once ethe gyms reopened I couldn't work out safely with a mask due to health concerns. I was told it would come in 6-8 int he mail. I still have emails to prove this. Then the gym close dfor covid again then they permanently closed the ******* ****** location. After mths of going back and forth with the gym employees (bc head office will NOT contact u to resolve anything np matter how many emails you send), they are now saying my request was denied and I'm not receiving a refund. That is * ***** ** **** since it was already APPROVED. I've emailed numerous times to head office asking them to contact me to resolve this and they ignore my messages. This is not right and needs to be rectified by sending me my refund. This has been ongoing since I first called to inquire about a refund in Sept 2020!!!! It is now May 2022 and still nothing. Disgusting customer service by head office

  Business response

  19/05/2022

  Hello,
  
  Our apologies for the delay in this process. We have reviewed the account and the refund for $67.44 is approved and submitted to our processor to have returned ASAP.
  
  Please allow 10-14 business days for this return to be fully deposited back into the account from which it was originally withdrawn.
  
  Again our apologies that this was missed.
  We thank you for your patience and understanding.

  Customer response

  20/05/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for complying with your previous resolution. I regret it had to come to this but I'm glad it is being resolved proficiently. I will be waiting for the refund and hope it doesn't take another 6-8 weeks as I was previously told over a year ago.

• Initial Complaint

  24/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I dont even live in the same province of them, I have not been a customer with these people for almost 3 years... they just started taking payments out of my bank account. I have emailed and called no one gets back to me. this is unacceptable ************* ***************************************************************

  Business response

  04/03/2022

  Consumer Response /* (2000, 6, 2022/03/02) */ Company rectified and send refund.

• Initial Complaint

  31/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my membership January 23 2021 and continued being charged for it. Today they tried taking out40.18 and then again 70.18. that caused nsf charges as and they don't pick up there phones answer emails or are open. I can provide more account information

  Business response

  31/01/2022

  Hello,
  We are sorry to hear that you are experiencing difficulties with your cancellation request.
  We have had an opportunity to review your account. To ensure that you are not billed further, we have processed the cancellation effective today. Please retain a copy of this email for your records.
  Unfortunately there are no notations or request documents on file for cancellation. The last request from you was on Feb 25, 2021 to transfer your membership from Kitchener to Galt. If you could kindly provide us with your earliest request in writing for cancellation which will help determine what adjustments are required.
  
  We look forward to hearing from you. Thank you.

  Business response

  14/02/2022

  If you could kindly provide us with your earliest request in writing for cancellation which will help determine what adjustments are required.

  Customer response

  18/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I brought it in and I was told that it was good enough. If no one followed up then maybe that's something you need discipline your team about.
  
  A good manager would take the side of the customer with the benefit of the doubt. I have all my important dates in my journal as I have had issues else where and a written journal stands up in court.

  Business response

  18/02/2022

  Hello,
  
  Thank you for providing this however, we did not receive this letter at the gym location. A written request would have been followed up with a confirmation.
  
  Did you drop this letter off at the location and confirm receipt from the staff?
  
  Unfortunately this will not be acceptable.
  Please provide further confirmation.
  
  Thank you.

  Business response

  23/02/2022

  Hello,
  
  Please understand that your note in your calendar contradicts the transfer request from you on Feb 24, 2021. Why would you request a transfer if a you supposedly submitted a cancel request on Jan 23, 2021? In addition to this, we show that you have check ins to the club that the transfer request was for after Feb 24, 2021. If a cancellation was requested on Jan 23, 2021 you would not be able to use the facility post 30 days from request.
  
  Based on these details we will not be refunding any payments until sufficient documentation can be provided with respect to the cancel request.
  
  Our records also indicate that you have begun revoking payments with your financial institution.
  
  No refund will be issued.
  Thank you for your cooperation.

  Customer response

  27/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't live in Cambridge how could I change it? Sounds like your club ******** ***** to keep payments going through during COVID...
  
  If this isn't resolved I will be going further up the ladder

  Business response

  01/03/2022

  Hello,
  
  We are sorry to hear that you feel so negatively about our facility. We assure you that there is no ***** as you have claimed.
  
  As previously stated, we do not have any record of your cancellation. Only a transfer request.
  
  If you feel you need to address this in another avenue we will still continue to assist as best we can. However, without the proof of the cancellation we cannot assist.
  
  Thank you.
  

  Customer response

  10/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did submit proof

• Initial Complaint

  10/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is a complaint with regards to a refund that been requested since the late fall of last year. I enrolled my daughter's to Crunch Fitness in Kitchener pre COVID 19 for memberships as well as personal training. Once the gym reopened and we began attending again I found out the personal trainer that the sessions we purchased with was no longer working there. There was a large sun of money that was put forth from a support program that is funded both publicly as well as privately to pay for these memberships. Once we found out the trainer no longer worked there we discussed a few options to use that funding. Ultimately, my daughter's chose to no longer peruse training but instead opted for a 2 year membership each. After that was paid for there was still a large amount of the funded money left. I have asked for that portion to be refunded since the fall. I have had no cooperation from the manager of the gym and proceeded to reach out to the person in charge to speak directly regarding the situation. I have heard from this person a total of 2 times despite reaching out over and over again. I last heard back from her on December 14 2021. I understand that the holidays will add some processing time to all concerns and COVID shut downs don't improve the situation, however I am now hoping this avenue will connect me with someone who is both willing and ABLE to resolve this. I have been a long standing member at this gym (+25 years) and refuses to continue to give my money to a place that chooses to ignore this. I will be cancelling both of my daughter's paid memberships, seek refunds for theirs as well as cancelling mine .

  Business response

  24/08/2022

  Business Response /* (1000, 18, 2022/01/31) */ Hello, Please note that our facility was closed until Jan 31, 2022 as per the Government lock down. From the response of the consumer it appears that they are dealing with the location directly. If further assistance is required please let us know. Thank you. Consumer Response /* (3000, 22, 2022/02/11) */ A person from their head office did reach out and say she was looking into it and would get back to me. That has now been a week and I have heard nothing. I did email her directly Monday Feb 7 to ask if there has been any progress and I again have not heard back. Business Response /* (4000, 24, 2022/02/14) */ Hello, A resolution has been submitted to this individual today. We are waiting on their response. Thank you. Consumer Response /* (2000, 26, 2022/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have been in contact with a very helpful individual , Melissa, who was able to both review and resolve my complaint. I appreciate your assistance with this issue.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Within the last two months Crunch fitness after two years has started charging me for a membership that I have not used since before covid. During covid I had my membership cancelled and now here we are and they are charging. They have charged me $156 this month and $30 for last month. This is absolutely disgusting. I have contacted them but heard nothing back. I will never go to this gym again and I understand why my personal trainer no longer works for crunch and has no desire to ever go back. I want my money back ASAP.

  Business response

  28/02/2022

  Business Response /* (1000, 9, 2022/02/15) */ We are sorry to hear that you are experiencing difficulties with your cancellation request. We have had an opportunity to review your account. To ensure that you are not billed further, we have processed the cancellation effective immediately. Please retain a copy of this email for your records. Unfortunately there are no notations or request documents on file for cancellation. All cancellations require 30 days notice in writing. If you could kindly provide us with your earliest request for cancellation which will help us determine what adjustments are required. We look forward to hearing from you. Thank you.

• Initial Complaint

  16/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I registered for a Crunch Fitness membership in September at the Kitchener location. Upon seeing the appalling state of the facility compared to other Crunch locations-specifically for COVID-19 protocol and overall cleanliness-I decided to leave after my first visit and cancel my membership over the phone. When I called, they told me I had to come in to the location to cancel, even though the reason I was cancelling was because I did NOT want to come back in due to COVID and their lack of proper procedures. I told the person I spoke with this very argument, and they assured me my membership would be cancelled. It was not, and I have since been charged $56.44 in November (even though the monthly fee is supposed to be $9.95) and then another $11.24 in December, after I had filed an additional complaint online. I am prepared to pay the October charge of $11.24 despite only visiting this terrible gym once, but no more. Especially after I was told the membership had been cancelled and then charged a yearly fee. I require a refund of $67.68 and a real cancellation.

  Business response

  25/08/2022

  Business Response /* (1000, 5, 2021/12/30) */ Hello, A review of the account has been completed. There has already been communication with respect to this cancellation request. Cancellations are not permitted over the phone. All cancellation requests must be received in writing in order to verify the request. As we have already explained to the member, there are no notes or confirmation in writing for this request. Unfortunately as the member did not follow the terms of the agreement, there is not applicable refund. We have processed the cancellation as requested in writing on Dec 15, 2021. At this time there is no further action required on our end. Thank you. Consumer Response /* (3000, 7, 2021/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I made multiple attempts to cancel in writing on the Crunch website, all with no response until the very last one (conveniently after I submitted this BBB complaint). The website is extremely misleading and offers no email address for the Kitchener location, so written cancellation was made extremely difficult and near impossible. When I called, I was NOT told I had to "mail in" a cancellation. In the agreement, it states that cancellation is warranted if the gym does not uphold it's agreed upon standards; this is most certainly true. This gym is the worst for COVID safety that I have ever seen. Machines are dirty and broken, vaccine passports aren't always checked, and no capacity limits are enforced, making distancing impossible. This is the reason I decided to cancel, and when I called your location, your employee was trying to force me to come back in person (not in writing), and I refused since your COVID protocols are so poor. No one was transparent with how "correct" cancellation needed to be completed, and no one answered my many online written requests. I have been to other Crunch locations in good condition, but this is by far the worst gym I have ever seen. In terms of cleanliness, equipment, and now customer service, this Crunch location ranks at the very bottom.

• Initial Complaint

  03/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a member at Crunch Fitness formally known as World Gym for many years. In early September when the vaccine policy was being rolled out I called and asked if I could cancel my membership, I was transferred to who I later found out was the manager Chelsea. She questioned why I was cancelling my membership and I told her I was not participating in the vaccine roll out and just wanted to cancel. She advised me that she would write a medical exemption on my account as this is what they were doing for all of their unvaccinated guests. I told her I did not have a medical exemption and was aware that doctors were not allowed to provide an exemption unless under strict reasons. she said not to worry that when I come in on September 22, 2021 that there would be a note that I was exempt and they were not allowed to ask me for any proof. I was hesitant as I explained I no longer wanted to pay fees for a service i was not receiving. Chelsea wrote an exemption on my account and i hung up. I contacted 2 of my friends who were also planning on cancelling and asked them to contact the gym ask for Chelsea and see if she said the same thing. Both of my friends were given exemptions by Chelsea on file. When my membership fees came out for September, this being an annual payment of $45.00 i called Chelsea to verify the information, she said sorry rules changed we now have to see proof. this is something i had questioned her about multiple times during our original conversation, she assured me there would be no issue just to let my payment go through. I asked for my September fees back, she said she would contact management and have them reimburse my September fees, she did tell me it takes time and not to expect anything to quickly. I check my bank in October and those fees have also been withdrawn, I contact Chelsea and ask her where my refund is and i now require Octobers fees, no one will respond

  Business response

  25/08/2022

  Business Response /* (1000, 5, 2021/12/22) */ Hello, Please note that this account has already been addressed and refund issued. Thank you.

• Initial Complaint

  24/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  When reviewing my August credit card statement I noticed four unauthorized charges to my credit card: 1. $565 on August 11 2. $113 on August 13 3. $113 on August 20 4. $113 on August 27 I am seeking a full refund for all of these charges. Back in August of 2020, I asked my trainer to freeze my account indefinitely. He agreed and that was the last time I came in. I was not happy with how Crunch was managing the capacity of the gym, or how they were enforcing masking rules. As someone who is immunocompromised, I didn't feel safe being there as cases spiked. ***************************************************************************************************************************. It was my understanding that it would be frozen indefinitely. You will see that it was mistakenly frozen for only 3 months and that I did not sign the document nor was it ever sent to me. Furthermore, the gym closed as of November 22nd indefinitely. As was expressed to me, my personal training had been frozen until I could return. On July 16th my trainer informed me that the gym was finally back open for personal training. I inquired about how many banked sessions I had and stated that after I was done with those sessions I would not be resuming. Two weeks later my trainer informed me that he didn't have availability until August 18th at the earliest. My first session with him was on August 24th and I was his first client since personal training re-opened. As far as I have ever been concerned, my personal training billing has been frozen since August 2020. I have a considerable surplus of sessions that I needed to get through before I began billing again - if I ever did. I was told that my sessions were frozen in all of my documented communication with Crunch Fitness and their employees. All of the documentation provided to me on Crunch's behalf does not have my signature on them so I was not aware that there were deadlines of any kind.

  Business response

  14/01/2022

  Business Response /* (1000, 5, 2021/11/15) */ Hello, The payments for the personal training agreement have already been explained to the member. There is no refund eligible. Please speak with the home club manager if further assistance is required. Thank you. Consumer Response /* (3000, 7, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business did not "explain" the charges to me. The gym could provide no proof of where they got the dollar amounts from and showed "proof" of my billing hold expiring by showing a contract that I did not sign - in fact, THEY signed something random on the line ****************. Correspondence between myself and my trainer shows that it was his understanding that my billing was indefinitely on hold as well. Pulling this **** in the middle of a pandemic when the gym wasn't even open when their supposed billing hold expired is beyond ***** and no communication was sent to me to let me know that the hold was being removed. ***************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩