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Business Profile

Fitness Center

Crunch Fitness - West Cobb

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My daughter referred my husband and I to this gym and included our information on her referral form. She was promised $20 per referral within 30 days. *********** days have passed and they have not honored their commitment. This is a classic case of bait and switch. I have been unable to resolve this matter with management. Im

  • Initial Complaint

    Date:12/26/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 joined Crunch at the end of September 2022 and also signed up for personal training. Roughly two weeks later, some resignations at the job forced me to be back on-site in ******, so I relocated. On October 10, 2022, I mailed off a certified letter requesting my membership be canceled along with PT to the address listed in my contract along with a signed copy of my lease. I also told my trainer I had to move and wouldnt be moving forward. Mind you, I used one personal training class, which was my kickoff so I never fully got into the sessions. I reviewed the contract and it said death, injury, and relocation are the provisions of the contract that would constitute cancelling at anytime without penalty. Fast forward to November 2022, and Im being billed for both PT and membership purposes. I called and spoke to *****, a manager who said that they would still bill me regardless of my relocation. He then sent me the address to a P.o. Box in FL to mail another cancellation to, an address that isnt listed on any documentation I received. He also gave me the corporate email, which was **************************************** I proceeded to send dozens of emails, including a digital copy of my lease. Fast forward to December 23, 2022 - I opened a new bank so they would leave me alone. They did not leave me alone and instead sent me emails everyday along with calling me. On December 23, I picked up and the call and I spoke with a nice gentleman who had called me about settling my account. Just so this nightmare would be over, I settled the account, got a cancellation letter, and gave them my new card number to close it all out. I requested my card be taken off file when he ran the $30 charge, which he said he did. ******** was so sweet but no matter how sweet he was, Im dealing with a grimey gym. So you can imagine on Christmas Eve, my surprise when I got a $564 charge. ******** explained (for the first time despite everyone I talked to) that I would have to reach out to a separate email address to get in touch with someone about my PT. Nobody has numbers to reach out to apparently and theres essentially never a manager on duty to speak to (unless you want to be demeaned by *****). I have paid $1,128 to Crunch in PT fees and $130 in membership fees for a gym I used maybe 3 times and the kickoff class of PT. As if $564 wasnt enough for a service I never used, I want a refund of the $564 they took out on Christmas Eve. Theyve made up every excuse in the book - theres no manager on duty, I have to get someone to come in and sign for me, wrong addresses, and acting clueless when I read the contract back to them and they act like Im speaking a foreign language. Theyll never reply to your emails, and the closest youll get to speaking with someone is catching a front desk employee who doesnt normally work at this location or some other BS. They are truly the worst business Ive ever dealt with.

  • Initial Complaint

    Date:12/15/2022

    Type:Order Issues
    Status:
    Unanswered
    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 signed up for personal training services on 6/2/2022 for 3 months worth of training which was 12 sessions. I did not want any more training than that and asked at the time about making sure I wasnt auto-renewed. The trainer assured me that I would not be. In the contract the section on auto-renewing states that you must check YES that you agree to it and sign the agreement. I initialed that I understand but did NOT **** YES to consent. Despite not agreeing to it and assurances from the trainer, I was still auto-renewed. I was charged 5 times for $114 on 8/29, 9/12, 9/26, 10/11, and 10/24 as auto -renew charges. Due to travel and medical issues, I did not notice the charges until 10/10 when I contacted my trainer. Since that time I have repeatedly called, emailed, gone in person to the gym and have gotten the run around and stalling tactics. I was ultimately told that because I initialed the section on auto-renew that means I consented and that a computer glitch would not have allowed me to **** NO. I have pointed out to 3 managers that the terms of the contract say you must **** YES to be auto-renewed and I did not and that initialing just signifies that I read it. Also, not being able to **** NO to make it explicit that I refuse auto-renew is deceptive. The gym has not replied to my latest inquiries and refuses to address this matter.

  • Initial Complaint

    Date:12/02/2022

    Type:Order Issues
    Status:
    Unanswered
    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 signed up for a gym membership and every time I went to workout the gym was full. I showed up within the 7day window to cancel and was told that I could not cancel. I went home and read the contract and called back to the gym and said the contract states that I can cancel within the time frame but was still told no.Also, the gym advertises on it's site that they have $9.99/month membership but lied to me and said they do not even though it's all over their website. That's false advertisement.

  • Initial Complaint

    Date:11/28/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    11/14/22 I sent a letter requesting personal training be cancelled. Reason being, unable to reach trainer and schedule services that were paid for (over a week). I called to follow up several times with no response and promise after promise that I'd be called back. After over a week the manager (*********************) basically said they can't help though he acknowledged the face that I had in fact reached out several times with no response. He then insisted I come in to "rectify" the situation when I explained if I needed to come in to cancel that would be fine...he said they couldn't cancel. They have charged my account 5 times this month and it was only supposed to be twice a month. But again...I've asked this to be cancelled over 3 weeks at this point. No one responds. No one cares. I just want it cancelled and refunded. Emailed the owners (*******************, ********************* and ***********************) and no one has responded either. Please review ****** reviews...this company is a scam and have been scamming hardworking people out of their hard-earned money.Billed:11/14 - $114 11/25 - $114 11/28 - $114 11/28 - $114

  • Initial Complaint

    Date:11/26/2022

    Type:Product Issues
    Status:
    Unanswered
    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 signed up for a membership back in June. I quickly realized that I wasn't going to use the membership and wanted to cancel. I was told that I had to wait 3 months to cancel. I waited and went back in October. The requirements for cancelling kept changing. I have tried multiple times to cancel with no luck.I want to be refunded for the amount I was charged on November 23rd, because I have been trying to cancel my membership since the beginning of October, my membership cancelled, and no further contact from this company.

  • Initial Complaint

    Date:11/15/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 September 2022 I came into the Crunch Fitness West **** and spoke with ******* about cancelling my membership. She provided me with a document to sign and advised me that she would pass it to her manager to have my membership cancelled. About a month later I received a notification that a membership fee was attempting to be withdrawn from my account. Then I received a call from Crunch saying I had a past due balance. I was confused because I requested my membership to be cancelled. I called the Crunch fitness and I spoke with an unknown manager who advised me that it had not quite been 90 days so I could not cancel my membership yet. Note: Nobody called and told me this after submitting the request to cancel. I explained the reason I cancelled my membership is because I moved to the city and there are no Crunch locations near me. He advised if I could send a copy of my ID to him he would elevate to prevent any penalties. Once I received a new copy of my driver license with my new address I called in and spoke with ********************************* on 11/10. ******** advised me that if I paid the past due amount of ***** that this would cancel my membership. He sent me a copy of the cancellation showing a $0 balance. The next day I get charged $89.99. I called back and spoke with ********************* who advised me that he was submitting a request for a refund. He also sent me a cancellation and refund request documentation. Now I am being notified that $59 was attempting to be charged to my account. I called again today 11/15 and spoke with ******** who says he tried to help me out and it's not up to him if it gets cancelled, then he proceeds to tell me that the request advised there was not valid documentation. The communication has been me calling the Crunch fitness, no one has ever called me and communicated any of these issues. I am extremely dissatisfied with my experience and just want my membership that I have note used since September cancelled. I do not authorize any charges

Crunch Fitness - West Cobb is NOT a BBB Accredited Business.

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