Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to receive a refund from this company since November 2 2024 to no avail. I canceled my membership and they continued to remove $140 from my account. I have contacted the manager in servers emails and she noted there is a refund processing on December 19 and as mentioned I have not received this. She refuses to answer any emails since that date and when I contacted the club to get the head office number or contact they would not provide not provide it.

• Initial Complaint

  Date:16/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Early Jan 2020, I signed up for the gym, and two months later, covid hit, rendering the gym unusable. Upon my first return in July, when the gyms were first back open, I asked the front desk about cancellation, which they processed for me and said that August would be my final payment. While it was open, the communication was far from direct with customers, there wasn't even emails regarding the reopening of gyms, and they solely and unprofessionally relied on social media to disperse information. When I cancelled in-house the day I returned to Crunch post-covid, I was told I would be paying for the then-current month, July, and then the August payment because of the 30 days notice. I was under the impression my account had been cancelled, like I was told face to face.I received some emails in September about an overdue balance, to which I corresponded for clarification - they wanted $100-something, my calculations were about $36 - and Crunch had absolutely terrible response times, sometimes not bothering to reply at all. I received a cancellation email stating my account had been closed in September, and believed that the issue was resolved. Now, four years later, I received a call and am being told to pay the overdue fee or threatened to be sent to their collections agency, and being told that because the gym was still usable for certain time periods, which is why they're processing the charges - even after the correspondance from September 2020.

  Business Response

  Date: 20/02/2024

  Hello, 

  Our apologies for any confusion. 

  This membership has been cancelled and we have requested for the past due balance to be voided. This should be cleared from the file within the next 7-10 business days. 

  At this time there is no further action required on our end and we will be closing this file. 

  Please contact your home club management team if further assistance is required. 

  Thank you. 

• Initial Complaint

  Date:25/12/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in Crunch South's personal training program on September 8, 2023, paying $90.39. The initial trainer, ***, faced scheduling and communication issues, causing a delay to getting started. After reassignment to Rob, my specific fitness goals were not addressed, and there were duration discrepancies. Despite my concerns raised with ******* and the another reassignment to *************************** still remained unclear.Efforts to resolve the matter via email with Crunch South's General Manager, *******************************, was unsuccessful. My request for a full refund was not honored. Moreover, my gym membership was billed on November 6, 2023, with an unauthorized fee increase from $16.89 to $18.94 (My bank refunded the $18.94, however would not refund the $90.39)The offered compensation of a 6-month membership did not align with my original request for a refund. Screenshots of email conversations and text messages with trainers and the manager are available as evidence of the communication breakdown and unfulfilled services.DESIRED RESOLUTION: -Full refund of $90.39 for the unfulfilled personal training sessions.-Investigation and resolution of the unauthorized billing and fee increase.-Transparent response addressing the breakdown in communication and unmet service commitments.-Acknowledgment and resolution of the complaint in a fair and timely manner.DETAILS: Date of transaction: September 8, 2023.Amount paid: $90.39 for personal training sessions.Business commitment: Personal training sessions tailored to specific goals, consistent communication, and satisfactory customer service.Nature of dispute: Scheduling inconsistencies, communication breakdown, unfulfilled personal training, unauthorized billing, and fee increase.Business resolution attempts: Limited response from the gym manager, proposed compensation not aligned with the original request for a refund.

• Initial Complaint

  Date:23/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up a membership for my son at Crunch just before COVID shut ** down. I paid monthly after he lost his job to cutbacks, and I reached out to the general manager of the South London location with our emails back and forth. The last email I received from him on Aug 24, 2021, stated that the membership was canceled before the next payment was due and we do not owe anything more. I never heard back until Nov 15, 2023, telling my son he had gone to collections, but if he signed up, they would remove the owed amount in collections.I emailed them the next day but have not heard back. That was a week ago.

  Business Response

  Date: 14/12/2023

  Hello, 

  Our apologies for the delay in response. 

  As per your email communication with the club manager, there were no dues responsible past July 2021. However, after the cancellation was processed, the payment for July was revoked by you from your bank on Aug 6th, 2021. This resulted in the final July payment being past due. The balance continued until the account was then cancelled due to bad debt. 

  At this time the account has been cancelled. The balance past due started with $24.80 for July 2021 and continued to accumulate until now. 
  

  If the payment for July 2021 could be cleared, we can then look at voiding the remaining balance and avoiding collections. Please contact ************* manager for further assistance with this payment. 

  Thank you. 

   

   

• Initial Complaint

  Date:01/11/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my membership since Oct 16th & feel that this company uses predatory practices to get more money from their patrons.First and foremost, they provide ZERO contact information other than a location's main phone line in order to contact an individual within the company. Red flag. I researched how to cancel my membership & decided I would try using the contact form on their website first. This is a predatory practice for a company to use as contact when they don't send a confirmation email to make sure individuals like myself have a paper trail to refer to, but its especially predatory when it seems no one monitors that email address. I did not receive a response. Therefore I have no proof that it ever happened, there might as well not be a contact form on their website.I then tried reaching out over the phone to get more info on cancelling my membership & no one answered the first few times, then once I got through & requested a call back from the manager, it also never happened.Today I went into the location to cancel, which was not convenient as I no longer live in the city & was not treated with respect. I was told that the only way to cancel is in person, despite this not being the information I found on their website, and then was forced into signing something that I was not given the opportunity to read BEFORE signing which I also found incredibly predatory and makes the contract null and void. Also wouldn't write down the manager's email for **** was informed that they would be taking another payment from me as it comes out on the 29th of the month, so here I am, going out of my way to come into the city & cancel this membership on the 1st, only to be told that I am a day late.Yet another predatory practice to have payment come out on the 29th instead of the last or first of the month. Do you think that information was anywhere on their website? Of course not, only that you need to provide 30 days which I was doing.

  Customer Answer

  Date: 03/11/2023

  I wanted to share this partial screen shot from my banking app that shows the payment was actually taken on the 30th, not the 29th.

  Customer Answer

  Date: 18/11/2023

  Have you heard from the company?   No
  
  Are you satisfied with the company's efforts to resolve this matter?   No
  
  If not, please explain.
  
  Comments:  All due to their lack of response.  

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i attempted to cancel my gym membership in august. i went into the gym on a saturday and the staff said i could not cancel, as there was no manager working and the manager needs to know why i want to cancel. they gave me the email of the manager. i happened to lose it, so i emailed them again to obtain it and i was able to cancel. i was told that sept payment would also come out. in the meantime, they took a $56 yearly fee, the manager refused to return it. i called my bank and they said i could dispute the charge, so i did. Now i'm receiving emails saying in now owe $81. i asked the manager why and she said since the payment was canceled, they "build up the payment and the account will be sent to collections" she said because the annual fee was processed they would not refund it. there are no contacts because the manager of the gym. i don't understand. because my membership was canceled a couple days after, they're just going to keep building up my fee and then send me to collections?

  Customer Answer

  Date: 08/09/2023

  Hi there, I just noticed an email from the gym that was received just prior to me receiving my bbb confirmation that says the following:

   

  I will be able to waive your final monthly payment of 16.89$ and the late fee on the annual fee but there is nothing I can do about the annual fee. If you would be interested in that offer you can come into the gym to pay the annual fee or pay over the phone.

   

  are you able to tell me if they have responded to you or not? 
  

  thanks, 

  *************;

  Customer Answer

  Date: 16/09/2023

  Hi there.  
  

  since crunch is not contacting you, I went in and paid the $54.  I keep getting email collections.  They said they would keep adding to the debt and sent to collections if I didnt pay.  I didnt know any to ruin my credit for this.  They said they wouldnt charge me September fee. Hopefully they dont. 
  

  I appreciate you trying to help.  Very disappointed that they never contacted you. 
  

  im not at all happy with the outcome and I think crunch was being very unreasonable.  They wouldnt even provide me with another contact number when I asked,  but only the manager of the gym, 

  I dont know what has to happen on your end, but I feel they have very shady business practices and only care about the bottom dollar. 
  

  again, thanks for your help.  Its very much appreciated 

   

  ***************** 

  Business Response

  Date: 27/09/2023

  Hello, 

  We are sorry to hear that you are not satisfied with our processes and your cancellation.

  Please note that all memberships require 30 days notice in writing in order to cancel. We received the request to cancel your agreement on Sept 21, 2023. Your annual fee of $54.66 was due on Sept 28, 2023 as per your agreement. As we did not receive your request with more than 30 days prior, this fee became applicable. This payment was revoked/chargeback on your end resulting in the $25 late fee. 

  Our systems confirm that you came in on Sept 15th and made the payment in club. We have already waived the late fee associated with this invoice. As per the request from the manager of this location, we have already begun the process to void the past due balance for Sept. 

  At this time there is no past due balance, the membership has already been cancelled and there is no further action require. 

  If you have any further questions or concerns, please feel free to contact [email protected]

  We wish you all the best. 

  Customer Answer

  Date: 28/09/2023

   
  Complaint: 20557746
  
  I am rejecting this response because:

  it was canceled in august and not September like the response indicates.  Attached is my emailed to and from the manager for proof  
  

  The only reason I went in and paid the balance in September is because Crunch was ignoring the BBBs request for response.  
  

  The manager also threatened that the balance would continue to grow, on the balance I disputed with my bank, and then send my account to collections.  
  

  Because I disputed the amount with my bank, crunch sent me an email that said I owe over $80 instead of $50. 
  

  I agreed that I should owe the final September payment, but should not be charged the yearly fee.  

  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/10/2023

  The gym also promised me that If I paid the yearly fee, they wouldnt charge me Septembers fee.  So I did and theyll still took the payment for September out.  
  

  they keep taking my money, I dont know what to do.  If I cancel with my bank they keep charging me more. 

  Business Response

  Date: 11/10/2023

  Further investigation has been completed based on your provided screenshot. Your membership agreement outlines that your annual fee is due on your anniversary date which is Aug 17. Your annual fee attempted to process on this date however it revoked on your end and was not paid until Sep 15. As your annual fee was due prior to your cancel request on Aug 21, you are unfortunately ineligible for a refund. 

  Please refer to your membership agreement for further date details. 

  Thank you.

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20557746
  
  I am rejecting this response because:

  the Gym manager promised if I came back in to pay the yearly fee they would waive the September fee, but they still took it out   See attached email from the manager. 
  

  I have emailed her twice this week and she is not responding to my emails   I came into the gym to pay the yearly fee on good faith that they would waive the monthly fee and they still took it out of my bank account on September 28.  
  

  I cant understand why they continue to treat people this way.  At this point Im worried they are going to keep taking my money  

   

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/10/2023

  
   
  Complaint: 20557746
  
  I am rejecting this response because:
  
  the Gym manager promised if I came back in to pay the yearly fee they would waive the September fee, but they still took it out   See attached email from the manager. 
  
  I have emailed her twice this week and she is not responding to my emails   I came into the gym to pay the yearly fee on good faith that they would waive the monthly fee and they still took it out of my bank account on September 28.  
  
  I cant understand why they continue to treat people this way.  At this point Im worried they are going to keep taking my money  
  
   
  
  
  Sincerely,
  
  ***************************