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Business Profile

Fitness Center

Crunch Fitness, LLC - Mt Prospect

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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:08/05/2024

    Type:Billing Issues
    Status:
    Resolved
    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 this Gym online. I had a no commitment agreement. I decided to stop going and later that month my credit card was updated. I called the store to assist me with cancelling, and they said they couldnt do that. (Which is a lie, I worked for that exact location for two years) so I emailed the ** and she said she cant assist unless I pay late fees. I dont have money and I did not go to the gym the last couple of months. I called and asked for them to stop billing me and they just wont help me at all.

    Business Response

    Date: 08/06/2024

    HI 

    Member was informed of past due balance. Also all agreements were sent to him via email once signed up. We will be glad to assist him with removing late fees under account. But he does have past due balance on his monthly membership fee which his was aware of.

  • Initial Complaint

    Date:08/26/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Date of original transaction November 17, 2022. Tried calling the corporate office in ********, ************** **********, and Mt Prospect multiple times. The regional manager from ************** *******, said if I was unhappy I would be refunded in full. To date they have not refunded me. My brother wasn't satisfied and they refunded his money. The classes were woefully awful and offensive employees. The bathroom had atomizers and burning candles and with my asthma I can't take it - this is a serious life threatening issue.

    Business Response

    Date: 08/28/2023

    Member initially enrolled August of 2021 for a prepaid annual plan. Member then re enrolled for the same rate in November of 2022. Member has checked in and utilized the service a total of 74 times to date. Can provide additional copy of membership agreement upon request of member.

    Customer Answer

    Date: 08/29/2023

     
    Complaint: 20526044

    I am rejecting this response because:the Mt Prospect ******** club does not offer sufficient classes as promised upon my signing up and paying a lump sum of 240. Also the equipment and machines are in ill repair.  Simply, shaky tread ***** many of which don't work at all.  For many, many months there were no morning instructors for workout classes.  For the reasons stated above and also in the original complaint I feel that I made a tremendous  effort to find value in  the club

    especially after having a previous membership here but the facility went so far down hill.  Also, ******* from corporate Aurora had said that I could have a refund when I told her how dissatisfied I was. She said we absolutely would refund you If you are not happy and not using the club you certainly deserve a refund.  However, when I have made repeated calls to management for example **************** get no call back.  At very least a prorated refund she be processed from the time I discontinued coming.  I have repeatedly voiced my discontent with different employees and management and have been ignored which is unacceptable as a customer. 

    Sincerely,

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

    Business Response

    Date: 08/31/2023

    Member has used facility since beginning of renewal period and just as recently as this month. Member repurchased 12 months prepaid and has used a majority of the membership period, per agreement there are no elligible refunds. 

    Customer Answer

    Date: 09/06/2023

     
    Complaint: 20526044

    I am rejecting this response because: When a customer is not happy with their purchase and is not coming and simply asks for a prorated refund it should be honored.  I have stated that the machines are not kept up and many of the tread ***** are dangerous or don't work at all.  Also, they have had long periods with no class instructors and the ones they do have do not accommodate my workout intensity..  The workout mats are scarce and of poor quality, very slippery and don't grip the floor. am not happy with the club and that should be enough for the management to honor my request. I have stop coming but tried it once approx. 1 month ago and nothing has changed.  I am going to ask that the Crunch management be fair and honor my request as I have had to join another club and pay once again.

    Sincerely,


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

  • Initial Complaint

    Date:01/14/2023

    Type:Order Issues
    Status:
    Answered
    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.
    Business lured my daughter, 15 yrs old, to sign contract. They didn't allowed her with daily pass and ask for parent to sign. When I arrived she was asking to sign up. Business didn't disclose to both of us all fees and we never received contract. When I asked about cancelation we were told that we have till 2/28/23 before annual fee is charge and if we cancel we will loose only the sign up fee and plan cost ($73.99 with taxes). Now business isasking for $157.50 (half of your remaining ************* a $50 cancellation fee). Again heavily pushing my daughter only to freeze her account but I don't how much cancelation will cost us later.

    Business Response

    Date: 01/16/2023

    Contacted member to find out more about the situation, waiting for member to contact me back to get this issue resolved.

Crunch Fitness, LLC - Mt Prospect is NOT a BBB Accredited Business.

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