ComplaintsforChuze Fitness

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My girlfriend didn't have an account to enroll so we added her to mine, so we can workout together. She finally got one and tried to change to her account over the phone, but they wouldn't allow over phone. They continue to charge my account and wont let her change to her account she no longer lives in ********** and they dont have Chuze in the state shes in theyre charging me fees every months not allowing her to switch over to cancel. please help me. the store managers wont assist me ***** monthly since 3/22 and ***** on 8/22

  Business response

  08/17/2022

  Hello, 
  
  Thank you for taking the time to contact us. We apologize for any confusion or inconvenience that has occurred. While each membership is individually owned and only the membership holder is able to cancel the membership, we are able to further assist you online or via email. Please contact us at *************************** and our team will be more than happy to further investigate this matter for you. Please keep in mind, we do require a minimum 10 day prior notice from any billing date in order to ensure you will not be charged for the upcoming dues. 
  
  We look forward to hearing from you. 
  
  Kind regards,
  Chuze Fitness 

  Customer response

  08/17/2022

   I have contacted the ************ chuze and so has the member it is on record still didn't help I am still being charged on my account. I have gone in person and member over the phone. She no longer needs her membership I'm debating on mine now

  Business response

  08/18/2022

  Hello, 
  
  Thank you for following up with us. We apologize for any confusion or inconvenience this has caused you. We invite you to email us at *************************** and our team will be more than happy to further investigate this matter for you. 
  
  We hope to hear from you soon and resolving this matter as quickly as possible. Thank you and have a wonderful day! 
  
  Kind regards,
  Chuze Fitness 

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/16/2022 I created a membership with chuze fitness with my ************** account. I visited the club on 3/23/2022 and on 3/24/2022. When I visited on 3/23/2022 I was told by a team member that there are no working cameras in the parking lot and there have been a lot of incidents so to be sure to not leave anything in my vehicle. On 3/24/2022 there was an unsafe incident where I witnessed (in broad daylight) a woman breaking out a window in the parking lot. I did bring this to a team members attention and was told again at the time there are no working cameras in the parking lot. This parking lot is fairly large and there is also no form of security. This made me concerned for the safety of myself and for my vehicle. I decided on 3/24/2022 that I no longer felt safe attending this gym and I canceled my membership. On 5/6/2022 I was billed $99.98 on a bank account I used in a previous membership. I called the gym and inquired about the billing and I was told I would not receive a refund and they did not see my cancellation request. I was billed for a membership I cancelled and had not used and billed for rejection fees and a annual fee. I would like these fees refunded and to be ensured Im no longer billed any further.

  Business response

  05/10/2022

  Hello Crystal, 
  
  Thank you for taking the time to contact us. We are sorry to hear of your dissatisfaction with our facility. Upon reviewing your membership, it appears your Annual fee of ***** and monthly payment of ***** did attempt to draft on April 28th and 29th. Your Annual Fee was set to be charged 60 or 90 days after your start-up date and each year thereafter in order to help ensure a low monthly membership rate.
  
  We do apologize if this Annual Fee was something you were not expecting to see. We aim to make sure all members are aware of their Annual Fee by going over it with you when you sign up, having you initial for it on the agreement, and by providing you with a copy of the agreement. We also include the Annual Fee charge on all of our membership pricing literature in the club as well as online, in hopes that all members and prospective members are properly informed of it.
  
  Upon further investigation, we are unable to find a previous cancellation request prior to these charges. It appears you had spoken to the staff on May 6th regarding a cancellation and a refund of your paid dues. While a refund would not be applicable without documentation of a previous cancellation request, the staff did offer to waive your cancellation fee as a courtesy. 
  
  In order to complete your cancellation, we invite you to email us at *************************** and our team will be more than happy to assist you. Please keep in mind, your cancellation does need to be completed before May 18th in order to avoid any future charges. 
  
  We hope to hear from you. Have a wonderful day! 
  
  Kind regards,
  Chuze Fitness 
  
  

  Customer response

  05/10/2022

  on May 6th I was offered this and was also told Id be receiving an email with cancellation information yet again. I STILL have not received that email. I requested this same thing IN STORE back in March. I want this account cancelled and I want to be refunded. Your company also took funds from an account that was provided in an old membership which you did not have permission to. I want to be refunded for the $99 and for my account to be cancelled. I will put a stop payment as ******** my bank. This is the THIRD time I have expressed I do not want the membership. The location is highly dangerous and you do not provide any type of security which is very concerning in regards to your members safety. I will also be providing reviews for this particular location. Please refund the $99 and cancel this membership.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I originally signed up for ChuzeFitness it was in 2019 I had signed up for one year. I was under the impression that after one year the membership would cease to continue because it clearly states on my membership agreement that it is NOT on auto renew, however, that was not the case. It continued to renew and they had made it increasingly more difficult for me to cancel and I have kept getting charged for the past year.

  Business response

  03/07/2022

  Hello Peyton, 
  
  Thank you for taking the time to contact us. We apologize for any dissatisfaction you are currently experiencing. All membership dues are based on the active status of the account. Once your 12 month term is completed, all memberships roll over to a monthly plan as outlined in your signed agreement. Upon reviewing your account, it appears that cancellation instructions have been provided to you multiple times, however we never received the proper documentation to complete the cancellation request. It also appears that you have received a couple different courtesy refunds. 
  
  Please let us know if we can be of further assistance. Have a wonderful day! 
  
  Kind regards,
  Chuze Fitness 

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  3 2 2022 is the date I had to ask for my $ back and to waive my fees for canceling service from chuze. They were rude and could not keep me safe inside their facility. They then threatened to terminate my membership if there was another issue, if they decided. So I decided to ask for my $ back. And. to give back my member fees since I'm not a member. ************* . General manager typed a note saying they will ask for reimbursement from *** financial. And they will reach out.

  Business response

  03/03/2022

  Hello ****,
  
  Thank you for taking the time to contact us. We are sorry to hear of any frustrations you have experienced while being a member with us. Member safety and comfortability is always of the utmost importance to us. Based on a few different unpleasant encounters you've been involved with regarding other members and our team, it was decided that it was in the best interest of everyone for your membership to be cancelled. In terms of your payments, your cancellation fee was waived and your most recent monthly dues and Annual fee have been refunded. 
  
  While we are sorry that our partnership did not work out, we wish you all the best in your future endeavors. 
  
  Kind regards,
  Member Services 

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I decided that would cancel my Chuze membership by the beginning of October because I was moving to another state. To cancel my account I first emailed the *************************** asking about the cancellation and I never obtained a response. On the 16th of October I called to try to cancel my membership, but the attendant told me I was already going to be charged for the next month and that I should call before November 21st to cancel my account to guarantee I would not be charged. I called again on November 19th to ask about the cancellation and this very rude woman answered the phone, she was extremely rude even before I asked about the cancelation - anyway, she told I had to go in person to cancel the membership and that I would be charged not just the next month, but also the ***** for the membership renew. When I said I could not go in person because I was not in ******, she kept on being rude and did not offer any other solution. The point is, I was told a wrong information and now I'll be charged for it. I can not go to the gym in person to cancel it and I don't think it is fair to pay this ***** for a membership renew.

  Business response

  11/22/2021

  Hello Bruna,
  
  Thank you for taking the time to contact us. We apologize for any inconvenience or confusion that has occurred. Upon reviewing your account and our records, we are unable to locate any prior records of a cancellation request. As a result, your membership has remained active. Because of this, a refund of any paid dues would not be applicable. However, if you are able to provide us with documentation of your prior cancellation request in October, we will be more than happy to further investigate this matter. 
  
  In the meantime, we invite you to email us at *************************** in order for us to further assist you with cancelling your account. Please keep in mind, it may take 1-3 business days to receive a reply. We hope to hear from you soon. Have a wonderful day! 
  
  Kind regards,
  Chuze Fitness 

• Initial Complaint

  10/13/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive tried to cancel account since Covid started but they kept me locked into my contract requiring me to send a monthly email request to freeze account for that month in order to avoid charges for that month if the charges were made prior to the email being received they would not refund the money when I asked to terminate my contract they said my contract is almost over and they wouldnt be deducting anymore however instead of closing my account after my contract ended they automatically enrolled me and discounted my membership rate for the year and have continued to withdraw money from my account even though Ive expressed my wishes to end my membership

  Business response

  10/14/2021

  Hello ***, 
  
  Thank you for taking the time to contact us. We apologize for any inconvenience or confusion that has occurred. During Covid, we were offering members the option to place their accounts on an indefinite freeze in order to not have to reach out each month to freeze your account. 
  
  After further investigating your previous account with us, It appears that we had placed your account on freeze a few different times. Additionally, cancellation instructions were provided to your on multiple different occasions. Without documentation that a cancellation was completed prior to your charges being drafted, they would be non-refundable at this time. 
  
  In the meantime, your membership is cancelled and further payments will be deducted. if you have documentation that you were charged after providing us with your proper cancellation, we invite you to email us at *************************** and we will be more than happy to further investigate this matter. 
  
  Thank you and have a wonderful day! 
  
  Kind regards,
  Chuze Fitness 

  Customer response

  10/17/2021

  Does not make sense to continue charging an account that has numerous times asked to be closed my original contract expired Chuze fitness re enrolled me without consent just to continue charging my account . I did not sign a renewal . Im being charged for a membership of ***** when the all the services were not even at members disposal. Im more upset that if this is being done to me, whos to say they arent ripping others off. If you check my attendance I have not been in since Covid. This is a very shady way to do business. Stop charging my bank for a membership I already terminated stop lying and saying you dont see any charges because my bank at navy federal CCU can confirm 

  Business response

  10/18/2021

  Hello, 
  
  Thank you for taking the time to follow up with us. We apologize for any confusion that has occurred. Upon completing your 12 month term, each membership does roll over to a month to month membership. If the proper cancellation steps are not completed, the membership does remain active. This information is gone over at the time of signing up and is outlined in the terms of agreement that each member signs in order to complete the sign-up process. 
  
  If you need further assistance canceling your account, we invite you to contact us at *************************** and we will be more than happy to assist you. Additionally, you may call your local gym and they can assist you with this request as well. 
  
  
  Thank you and have a wonderful day! 
  
  Kind regards,
  Chuze Fitness 
  

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined Chuze Fitness in ****** ** about 10 years ago under the rules and guidelines that included "no talking on your cell phone on the gym floor, ringer on silence, etc". This is not conducive to a serious workout and I really don't want to listen to other people on speaker while I am working out. None of the staff walks the floor and when they do, it's just to refill the sanitation stations. Last weekend, I went to Chuze in the afternoon and at the end of my workout, I watch a young man sit on one of the machines for about 15 minutes on his phone. After he got off the machine, he was still on the phone, I asked him "did he know that cell phone use is prohibited on the exercise floor?" He begins to mock me and tell me "make him get off the phone" and record me. Management told me there was nothing that they could do and talking is NOW allowed even though the rules say otherwise (see picture). He told me those were old rules even though the facility is new.

  Business response

  10/06/2021

  Hello Lara,
  
  Thank you for taking the time to contact us. We are sorry to hear of any inconvenience that has occurred while visiting our facility. We did change our policy regarding cell phone usage a couple years ago. While we do now allow cell phone usage while on the gym floor, we still want to provide a distraction free environment. If at anytime, an individual is not using the equipment the way it is intended or is being distracting while using their phones, we invite you to bring this to the attention of the staff and our team will be more than happy to assist. 
  
  In terms of the signage, thank you for bringing this to our attention and we will be sure to place new signage with the updated rules on them. 
  
  We look forward to turning this experience around during your next visit. Have a wonderful day! 
  
  Kind regards,
  Chuze Fitness 

  Customer response

  10/06/2021

  Hello,

      I am fine with people using their cell phones, I am not talking about texting or having their phone, I am talking about a full on conversations on the gym floor which is unacceptable. My attachment is the sign that I have taken is a picture of is still the rules that allow no talking on phones. The location that I was working out at was a new location and if you changed the rules several years ago, why was the old sign put up at the NEW facility? Talking on the cell phone is distracting to other members and distractions are never addressed like people on machines for 30 minutes or more because of cell phone usage. The location at the *********** very rarely has staff walking the floor to address any of these issues. When they do walk the floor, it is just to refill the sanitation wipes.  

  I would have liked to been notified of this rule change.

  Thank you,

  ***************************

  Business response

  10/07/2021

  Hello Lara,
  
  Thank you for following up with us. We do apologize for any confusion or inconvenience that has occurred. As previously mentioned, we will bringing the updated signage to the attention of our teams. In the meantime, if at anytime there is someone being excessively loud while using their phones, we invite you to bring this to the attention of our onsite management team and they will be more than happy to address the issue with the member at that time. 
  
  Additionally, we will bringing the matter of staff completing walk-throughs to the attention of the onsite management team. 
  
  We look forward to turning this experience around during your next visit to the club. Thank you and have a wonderful day! 
  
  Kind regards,
  Chuze Fitness 

• Initial Complaint

  09/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Someone used my information to obtain a chuze membership and I cannot get this negative information removed. The chuze membership could not have been me Because I was not walking the time those memberships were created so why would I have a gym membership when I couldnt even walk. I was and am disabled. . Chuze refuses to listen to me And treats me like a criminal

  Business response

  09/27/2021

  Hello Talia,
  
  Thank you for taking the time to contact us. We apologize for any confusion or inconvenience that has occurred. In order for us to further assist you, could you please send us some basic information so we can look further into your account. Any and all of the below information would be greatly appreciated and helpful to locate your membership. 
  
  -First and last name, 
  -phone number
  -barcode and/or agreement number
  
  We invite you to email us at *************************** where we will be more than happy to further investigate this matter. We look forward to hearing back from you soon. Have a great day! 
  
  Kind regards,
  Chuze Fitness 

• Initial Complaint

  08/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I previously emailed your General Manager at the ********** locations to express concern about being informed of your passive enforcement of the mask mandate despite local and state requirements for all inform establishments except restaurants to require continuous mask wearing for all patrons. More then a week later no response.I am appalled to see at least half of patrons not wearing a mask in the fitness center. Please help me understand how you are able to justify this. I would like to request that you enforce the mask mandate as outlined by the governor. As a health care worker who has been on the *** hospital wards, I see vaccinated and unvaccinated individuals of all ages suffering with the delta variant. I would like to continue using the facility and again would like to ask that you take every precaution possible as this is a public health risk as your gym could spread covid.Please let me know your plans to adjust your policy. I would like to hear from someone soon.

  Business response

  08/30/2021

  Hi *******, Thank you for contacting us and we apologize for any confusion regarding this matter. The State is requiring masks indoors and we ask that members follow that same mandate as we as a team collectively are. We still strongly require them for all members and have signs mentioning that they are required. We would hope that members will do their part by following this mandate to help stop the spread. 
  
  Thank you and have a wonderful day! 
  
  

  Customer response

  08/30/2021

  I do not accept your response to strongly encourage members to comply. I was just at a local grocery store and staff kindly offered a patron *** Who was not wearing a mask the option of putting on a mask or shopping somewhere else. I worry your unwillingness to do the same is putting your staff and members at risk. I also appreciate your seeming reticence to hold members accountable, yet feel you are responsible for public health issues should you not adjust your policy. Further, I see only one sign in the entire gym that states mask required to enter and nothing encouraging people wear masks while indoors. Please be more active in requiring wearing masks as outlined by the state mandate. 

  Business response

  08/31/2021

  Hello *******, 
  
  Thank you for following up with us. We want to assure you that the safety of our team and members are of the utmost importance to us. We are and will continue to require mask usage as based on State guidelines while inside of the facility. We appreciate you taking the time to voice your concerns with us and we look forward to seeing you at the gym again soon! 
  
  Have a wonderful day! 

  Customer response

  09/11/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  07/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a refund of my pre paid membership dues in Early may because I relocated to *****. On mAy 20th, I was told that i would receive my refund posting back to my card. I provided the new card number and my previous card on file expired. I still have not received my refund. I have email a many times, called dozens of times and keep getting the run around that it has been processed and I have yet to have the amount credited to my account in the amount of $119.97. I spoke to the main manager ******************* originally and then he passed me off to *********************** and have had several conversations with him and nothing has been done.

  Business response

  07/22/2021

  Hi *********, 

  We understand that you have further spoken with our onsite management yesterday and we have confirmed that we will be issuing you a check for your refund. We again apologize for the delay, but are glad to have finally provided a resolution for you. Check refunds can take up to 3 weeks to receive. We thank you for your patience and understanding throughout this process. 

  Thank you and we wish you all the best in your future fitness endeavors. 

  Kind regards,

  Chuze Fitness

  Customer response

  07/22/2021

  i did speak to a representative. And they did say they would issue a check. However I do not consider this closed until I receive the actual check in the mail. I will close the case when I receive the refund. 

  Business response

  07/23/2021

  Thank you for following up with **********************. We have submitted your request to our ********************* for processing. As mentioned, you will receive your check refund to the ** Box you provided within 3 weeks. Thank you and please don't hesitate to reach out with any further questions.

  Kind regards,

  Chuze Fitness

  Customer response

  07/31/2021

  I cannot accept this after as resolved until I actually receive the check physically. 

*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. ↩