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Business Profile

Fitness Center

Crunch Fitness

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:12/14/2023

    Type:Billing 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.
    I joined the Crunch gym in approximately December of 2022. At that time, I purchased a recurring premium monthly membership. The monthly charge was $34.99 per month. In late September 2023, I visited the gym and asked to modify the agreement to a $15 per month plan. The gym employee I spoke with had me sign a digital agreement and informed me that I was all set. Since then, however, Crunch has continued to charge my credit card $34.99 per month. In addition, they have also charged a $15 late fee, and most recently have claimed that I have an outstanding balance on my account. In mid-October 2023, I called Crunch and spoke with a man who identified himself as the manager. I told him that I had been overcharged for October. He said that he would resolve the issue by ensuring that I was not charged for November or December. That turned out to be false. Consequently, on November 18, 2023, I visited the gym in person and asked to cancel my membership. The gym employee I spoke with had me sign a paper form indicating my desire to cancel my membership. Despite this fact, Crunch again charged me in December for a $34.99 membership fee.

    Customer Answer

    Date: 12/26/2023

    Good morning.  I am writing in reference to the above-numbered case regarding Crunch Fitness in Lawrence, KS.  On Wednesday, December 20th, Crunch Fitness emailed me a PDF form titled "Membership Cancellation & Freeze."  The form listed a membership cancellation date of 1/30/2024.  
    This did not totally resolve my complaint against Crunch.  As I noted in my complaint, I attempted to modify my membership (from a $34.99 per month plan to a $15 per month plan) in late September 2023.  Although the gym had me sign digital forms to modify my membership, ultimately Crunch has continued to charge me $34.99 per month since that time.  Second, on November 18, 2023, I visited the gym in person and filled out a cancellation form.  To date, Crunch has not acknowledged my cancellation request effective November 18, 2023.
    This business is not well-managed.  Consumers beware.
    **** *******

    Business Response

    Date: 01/08/2024

    **** ******* was not properly processed due to negligent previous staff. I am (***** ** *****) calling him to fix everything!

Crunch Fitness is NOT a BBB Accredited Business.

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