ComplaintsforChuze Fitness

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My membership auto-renewed in Jan 2024 at the same rate year prior. In July 2024 I noticed my dues went up without any notice from the company. Same for my husband's membership. When I talked to our local gym, the manager ******* said an email went out to us notifying us of the increase. BOTH **************** went back on old emails & found nothing. When I mentioned this to Makayla she was unhelpful. She couldn't tell us when the emails went out. We were told everyone's rates went up however no notices were posted in the gym or on our gym app. She was matter of fact couldn't help us. I requested a corporate ******* refused. I insisted to speak to someone who could provide answers. She gave me an email to a district manager ************* who would try to figure out why we didn't get email. We are seeking refunds for the difference in rates for months we weren't notified. A company cannot raise ************* an acct without notifying members first. I called corporate to seek answers & refunds and did not receive a return call.

  Business response

  08/14/2024

  Hello *******, 
  
  Thank you for reaching out to us on this matter. Email notifications were sent out to members advising them of the rate increase. If at any time you opted out of our email notifications you would not have received the notification or it could have gone to spam.
  
  Please note, that it has never been our intention to increase any of our fees, however, our operating costs have gone up tremendously in the past couple of years. This includes paying higher wages, increased utility costs, and especially supply costs.
  
  While we understand your concern, we hope that we can still deliver incredible value to you as a member, as well as continue creating a clean and friendly environment in the years to come.
  
  Thank you for being a loyal member, and we look forward to seeing you again soon!
  

  Customer response

  08/14/2024

  We did not opt out if emails. We get one + more everyday from Chuze. Please provide date email was sent to us please?

  Business response

  08/15/2024

  Hello *******, 
  
  Thank you for following up with us. Email notifications were sent on June 7th, 2024. Please keep in mind, that it could have gone to your spam folder as well. 
  
  We can see that you recently downgraded your membership to our Premium plan as well. Please let us know if you have any further questions or concerns. Have a wonderful day! 
  
  Kindly,
  Chuze Fitness 

  Customer response

  08/20/2024

  Hello,   I went as far back as May to check for any emails relating to a fee increase including my junk box and my husband did the same.  We did not receive any emails about the increase.  Can you please provide the email sent on June 7th and its content about an increase to our memberships.

  Here is what I can tell you, we were long time members with 24 hour fitness and made the decision to move over to Chuze because of the lack of care of 24 Hr's facilities, classes and its members.  I visited Chuze and this gym was everything 24 Hr wasn't.  We are VERY pleased with Chuze and reason we still remain members and reason I downgraded my membership to a more affordable rate in lieu of canceling.  Where Chuze misses the **** is in its communication to us about this increase, how the local manager mishandled this situation by dismissing me when asking for answers and how corporate did not respond back to my message.  It's a disappointment that I have to go to this extreme to get answers.  It is not okay for a company to increase fees without the proper notification to customers so I look forward to seeing the email you claim that was sent on June 7th, 2024.

  Best, *********************

   

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Can not cancel membership to their fitness center. I called to cancel & sent an email to also cancel. They said I did not fill out their cancellation email so they said that had to be done before they would cancel. They kept deducting $24.99 from my checking account. I am going to stop payment from my checking ASAP.

  Business response

  05/13/2024

  Hello ********, 
  
  Thank you for taking the time to contact us. We regret to hear of your frustrations. Upon reviewing your membership, it appears that you are still within your 12 month term with us. Therefore, a $50.00 cancellation fee would need to be paid before we can proceed with cancelling your membership. Upon receiving your authorization to charge the fee, we will be able to move forward your cancellation. 
  
  We encourage you to email our team at *************************** where our team will be more than happy to assist you with this request. We hope to hear from you. 
  
  Kindly,
  Chuze Fitness 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a membershio at this gym when I was stationed in ************ FL when I got discharged from the Navy I requested my membership to be canceled due to me moving to **. I one of the employees called notified that I would have to pay the remaining month payment and I would be good. A few months later I was notified that the gym didnt want to cancel my membership because I didnt show them proof of leaving the state. I sent them my DD214, mortgage papers and a utility bill but was told this information wasnt good enough. I asked what is needed to show that my reasoning for leaving the gym was IAW there rules, I never got a response. A few months later I got a letter from a credit agency notifying me that they wanted to collect the remaining balance from me or show that I did what was asked. I then summited the information again and was told it wasnt good enough. I called the ** in ************ and the lady I spoke to said its in collections we cant and wont speak to you. I asked very nicely again what do you need from me to close this file then she got rude and hung up. I called back and asked for a supervisor or manager and didnt get any help

  Business response

  05/03/2024

  Dear ***,

  Thank you for taking the time to share your feedback and we thank you for your service.  We are sorry to hear about your cancellation experience. Great customer service is what we strive for and we regret that your recent experiences have not been reflective of that. In our response, we will break down your account in hopes of clarifying this situation. 

  On August 3, 2022, you submitted a request to cancel your membership due to relocation to the Baileys Gym webmaster email account and at that time your State Farm document was received.  Per your request, a cancellation was processed subject to the required 30-day notice and Relocation clause of the Membership Agreement. Subject to sufficient proof of relocation to be submitted within thirty (30) days, your final draft was set to occur August 27, 2022.  As stipulated by the Membership Agreement, a $50.00 Relocation Fee was applied and a request for additional proof of relocation was sent via email.

  Our office spoke directly with you via phone, at which time additional proof of relocation was again requested to avoid further collections efforts.  It is important to note that several attempts were made during the following 60 days to advise you of the status of your account and that additional proof of relocation was still pending.
  
  While you are stating your DD214, mortgage papers and a utility bill were provided,there is no record that these documents were received, and thus, the balance of contract was added to your account and placed into pending collections status after 30 days. Unfortunately, sufficient relocation documents were not received and as a result, your account was forwarded to an outside collection agency.  Once an account is sent to outside collections, we are unable to accept any further documentation.

  While we regret that you are dissatisfied, we must abide by the terms of the Membership Agreement as they are written.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called on February 1st to confirm I would not be committing to another year contract coming up in April 2024, was told by a associate that I would become a month to month member an would just continue to pay monthly dues until I desired to stop without a problem/ penalties. April 10 I noticed chuze debited my account ***** for yearly fees wich I ****** didn't want to incur per my call in February. I pleaded with manager ***** in ************** **. Without any resolution. All I wanted was to fulfill my year contract an not be trapped into another contract wich I felt is the case. As of the 8th of April chuze debited my account an I went in person to resolve but in the end canceled membership, put a stop payment on charges, an now filed a bbb complaint.

  Business response

  04/11/2024

  Hello *****,
  
  Thank you for providing additional information. The charge you are referring to is your Annual Fee which occurs once per year for all Chuze members. 
  When your daughter signed up, the Annual Fee was set to be charged 60 days after the 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 the 1-year contract being completed, all memberships roll over to a monthly basis until canceled. However, the Annual fee is a charge that occurs once a year as long as the membership remains active. 
  We do apologize for any confusion that has occurred. Please let us know if you have any further questions.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was kicked out of Chuze Grant ****** via phone the club claimed that I disobeyed e-mails that I was never able to read.

  Business response

  03/19/2024

  Hello ******,
  
  We regret to hear of your disappointment and that our facility has not met your expectations.  We understand that we forcibly had to to part ways due to an ongoing matter involving others. We won't go into the details publicly here why your membership was revoked, but we wish you all the best and hope that this was the best decision for all parties involved.
  
  We hope you will find a facility that will better meet your needs.
  
  Kindly,
  Chuze Fitness

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to talk about the new sistem that you are using to the kids club, I know that how as a company youre trying to give the costumers the best service, but in this case this is a mess. First of all it doesnt work well, second, the time is being reduce 30 minutes, third, the schedule some times doesnt work and that can cause that you have to wait 15 to 30 min. This is causing stress and this is not how the gym supposed to be I hope you can help us to have a good experience has a family en this company thanks

  Business response

  03/14/2024

  Hi, 
  
  Thank you for taking the time to contact us. We apologize for any inconvenience or frustration regarding the new kid's club reservation system. I'd be happy to explain the reason behind this new process. Reservations allow us to better anticipate the traffic coming into ********** making it easier to staff accordingly. Because we can anticipate traffic, our team can be more prepared for the ages and numbers of children coming in. In addition, we know it'll give members peace of mind knowing that they have a secure spot. As a reminder, you have up to three days to reserve a spot. 
  
  We understand that change can be difficult and we hope as this continues over time, that this will make it a better experience for everyone. 
  
  Kindly,
  Chuze Fitness 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Urgent Attention **************** Appointment System at Chuze Gym I am writing to express my deep frustration and disappointment with the recent changes to the day care appointment system at the *******. *********** **, location . As a busy parent, the 2-hour day care service was the main reason I chose Chuze Gym. The new 1.5-hour appointment system is impractical and stressful, leaving me with no time to work out effectively. Many parents, including myself, are experiencing unnecessary wait times, even in unfavorable weather conditions. I urge you to consider implementing a solution for seasoned members like myself, such as a standing appointment with the option to cancel. This would greatly improve the overall experience for all members and prevent further complaints to the Better Business Bureau.Best Regards,***************************** Membership# *******

  Business response

  03/05/2024

  Hi, 
  
  
  Thank you for taking the time to contact us. We apologize for any inconvenience or frustration regarding the new kid's club reservation system. I'd be happy to explain the reason behind this new process. Reservations allow us to better anticipate the traffic coming into ********** making it easier to staff accordingly. Because we can anticipate traffic, our team can be more prepared for the ages and numbers of children coming in. In addition, we know it'll give members peace of mind knowing that they have a secure spot. As a reminder, you have up to three days to reserve a spot. 
  
  We understand that change can be difficult but we hope that in time, this new process will better meet the need of our members and team. Thank you again for your feedback and please let us know if you have any questions.
  
  Kind regards,
  Chuze Fitness 
  
  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Oakleaf location of Baileys has a room dedicated for group fitness class. Every time I go in for a self-guided group fitness session utilizing the fitness videos and projector, random people are in there not using the projector/videos but doing their own thing. Everyone is usually cordial in allowing me to use the projector and video classes to do my workouts except for this one incident that happened on Friday, February 9th at about 11:30 a.m. When I go in the group fitness classroom, there is a woman already in the back laying down on the mat and not using the projector/video. I start the video fitness class and turn off the light directly over the projector so I can see the video screen and start my workout. The woman then walks up to me and curses me out calling me every name in the book besides a child of God. I tell her repeatedly that this is a group fitness room but she continues to verbally berate me. After the video class ends, I walk to the counter to inform the manager about what happened. He told me that she couldnt have blown up at me for no reason, but took my information from me anyway and said I'd get a call from the ***************** I'd like clear direction on the use of the group fitness rooms and to reiterate that YES, people do attack other people unprovoked. I have used that class with others and we are all very respectful to eachother. I only have the membership to use the group fitness area so I am able to follow along with the on-demand videos. It is becoming a burden when others use the room just to lay down or stretch and me constantly asking if I am able to use the on-demand feature.

  Business response

  02/19/2024

  Dear *******,
  Thank you for taking the time to share your feedback.  We see that you have been a member with us for many years.  We greatly appreciate your business and regret that your most recent experience has turned sour.  Additionally, we apologize for any appearance of lack of empathy towards your situation. Getting treated by another member like that is inexcusable and in hindsight, we wish this was better addressed by our onsite team so that we could have spoken with the other member involved to take corrective action where needed. 
  At Baileys the Group Fitness room is unlocked and can be used by anyone when live classes are not in session.  This room is an open space and is permitted to be used by members and guests during our Pro Shop hours. 
  We again apologize for any lack of compassion regarding your visit and will be sure to follow up with the onsite leadership team at our Oakleaf location. Thank you again for reporting this to us and we hope that we provided you with some clarity and resolution. 
  
  Kindly,
  
  ******** Fitness Powered by Chuze

  Customer response

  02/19/2024

  
  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

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had been the Chuze Fitness for about three (3) years and made lots of friends. There was a Muslim girl whom I was interested in and hoped to ask her for marriage. I am a very shy and proud person when it comes to talking to girls, asking them out for date, and etc. We had been talking to each other for a while, but never told her about my intention of getting married to her. But one day, she was on a treadmill, I went on another next to her, and at usual, wanted to talk to her, but she left. I was wondering if I did something wrong and what was bothering her. After a while, I went to learn if I did anything wrong, why she was upset with me! But she left again. Next day, May 27, 2023 when I went to Chuze for work-outs, ***** told me that my membership was cancelled and I could not go to any other Chuze as well. I asked for the reason, he said, we saw you on the video that I was harassing a girl. I was going to explain to him what had happened, but he said I needed to leave the premise otherwise he would call the security to throw me out. I asked him for their headquarter phone number and email to make a complaint, but he didn't tell me and said to call the same number as ************ number. I went online, found their email address and wrote two (2) times what had happened, but did not receive any response from them.

  Business response

  02/12/2024

  We are sorry to hear of your frustrations. While we can't speak on the exact details of what transpired that led to this, we are sorry that it ultimately caused ** to part ways. We entrust our local and district leadership team that feels this course of action would be best for all parties involved. We do wish you all the best in your future fitness endeavors and we hope youll find another facility that will better meet your needs. 
  
  Kindly,
  Chuze Fitness 

  Customer response

  02/12/2024

  I do not accept the Chuze fitness response, because my membership was wrongfully cancelled; as a result, I was humiliated, disrespected, and created a lot of emotional stress on me. 
  

  I am a true gentleman, professional, respectful, considerate and a ********-abiding citizen. I have been in *** for 45 years and such thing had never happened to me.
  
  If I was at fault and had done something wrong, I wouldn't have been complaining about this. And if Chuze Fitness gets away with this, it might do the same thing to other people as well. 
  

  Business response

  02/13/2024

  Hello, 
  
  Thank you for following up with us. We are sorry to hear of any ongoing frustrations. We assure that our team conducted a full investigation into this matter and made the best decision for all parties involved. We do apologize if this has caused you any frustrations and we wish you the very best. 
  
  Kindly,
  Chuze Fitness 

  Customer response

  03/06/2024

  The following is the response from Chuze Fitness; indicating they are going to investigate this matter.

  Well! I wrote the facts what had happened. I wrote them two times, but did not receive any response from them. They had about 9-10 months to investigate this matter but decided to ignore it. All I have been requesting to be allowed to sign up for membership at the club, because it is close to my home and have a few friends attending there. 

  ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

  Hello, 
  
  Thank you for following up with us. We are sorry to hear of any ongoing frustrations. We assure that our team conducted a full investigation into this matter and made the best decision for all parties involved. We do apologize if this has caused you any frustrations and we wish you the very best. 
  
  Kindly,
  Chuze Fitness  

• Initial Complaint

  01/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My complaint is about the company's ********* hours. Monday through Friday the hours are 8 am - 8 pm/7 pm. Yet on Saturday and Sunday, the hours are 8 am to 12 pm. Most children are of school age and in school during the week. My husband and I had just signed up for the gym's two highest membership tiers, the highest one including ********* at $50 a month. Unlike a lot of other children, our 8-year-old daughter doesn't have friends she can just play with on the weekends. She was excited and wanted to try the kids' club out. However, we had to leave after arriving at one location because the kids club was already closed. So not only is my daughter heartbroken, but her father and I are left feeling like a******* To make matters worse, ALL your locations have these hours. I'm not looking for payment. I'd like to see the weekend hours change to match the weekly hours for this amenity. I know we're not the only parents to experience this situation. However, I'm only one voice and I have yet to hear of any company changing based on one voice.

  Business response

  01/22/2024

  Hello ******, 
  
  Thank you for taking the time to contact us. We apologize for any frustrations that have stemmed from this matter. We do offer ********* hours during the most utilized hours during the week and weekends. With weekends typically being quieter in the afternoons and evenings, we only ********* in the mornings at this time. Should this change in the future, we will be sure to make any necessary adjustments. 
  
  In the meantime, we hope you continue to enjoy the facility and amenities. Have a wonderful day! 
  
  Kindly,
  Chuze Fitness 

*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. ↩