ComplaintsforChuze Fitness

Health Club

HeadquartersMulti Location Business

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Initial Complaint
02/03/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Pertaining to the ****** location in ***********: 1- there are membership tiers which are completely irrelevant, members paying less than half than others, who chose to pay more for extras, let themselves into all areas of gym and staff does nothing about it. Members bring groups of friends who just walk in without memberships.2- fire hazard occupancy issues. On evenings, its difficult to find a machine to work on because its dangerously crowded in there. Certainly above building max.3- too many machines constantly broken. As of this week: movie theater room not working, 3 stair masters, 3 treadmills, bikes its been over a week for all of those! 4- poor reinforcement of etiquette and rules. Its IMPOSSIBLE to use circuit area because, even with large sign and timer, members take hold of machines and will not give others a turn for upwards of 20min. Groups will hang around any give machine, just chatting and having fun, some not even working out at all, and monopolize machines for the entirety of ones workout. Members, during peak hours, sit on their phones at a machine for ***** minutes NOT WORKING OUT. It shouldnt be up to me to be requesting machines from people. *** asked staff to reinforce rules but theyre clearly uncomfortable and not used to following any protocol. 5- sauna issues. Members (always men) will bring exercise equipment like bands and ropes and exercise in the middle of the tiny saunas, while blasting music and grunting. Makes it so hard to enjoy the space for anyone politely looking to relax. 6- theres a man who lives on his van in the parking lot and kills time at the gym. This man has harassed female members in the pool, hot tub and sauna. Always making advances and making members feel unsafe. Its a mess in there. For $50 a month, I expect a safe place with controlled occupancy limits and SOME sort of etiquette reinforcement coming from staff to educate guests. This branch is a social club for youth in the area. Unsafe.
Business response
02/06/2023
Hello,

Thank you for bringing these matters to our attention. We regret that your experience with us has not been as great as we would hope. Unfortunately, it is extremely difficult for our onsite team to continually police all members and guests in the faculty. While our teams do provide members and guests with Chuze policy and rules upon sign-up, many people tend to disregard these requests resulting in negative experiences for others who attend. We invite you to speak to the supervisor on staff in the event you notice a policy is not respected so that it can be addressed appropriately. This applies to your concerns about the circuit area as well as the amenities being used by non-paying members. We understand that it is not our member's responsibility to look after other members, but because our team cannot be everywhere at all times, therefore any assistance is greatly appreciated.

We additionally apologize for not meeting your expectations with regard to getting our equipment fixed in a timely manner. Unfortunately, some matters are out of our control such as shipping delays, but we assure you that our teams are working hard on getting all amenities up and running.

Again we apologize for any frustrations that you are experiencing, and we hope to see you again very soon.

Kind regards,
Chuze Fitness
Initial Complaint
01/25/2023
Complaint Type:
Billing Issues
Status:
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.
The gym won't allow me to cancel. Their process makes it impossible for a consumer to cancel. You have to send a certified letter and I already sent it three times. They keep charging me and as per their reviews they do that to all the people that try to cancel. I don't want to be sent to collections and that is the only reason why I don't cancel their charges directly with my bank. When you go to their gyms no one is able to help you cancel. Their headquarters are closed to the public. Basically the consumer is obligated to keep paying because no one cancels it and no one responds to complaints.
Business response
01/25/2023
Hello,

Thank you for taking the time to contact us. We apologize for any confusion or inconvenience that has occurred. You may cancel your membership in one of 3 ways:

Since all of our gyms are open, we invite you to stop by the club where well be more than happy to assist you in person where you can additionally still use your membership for the remainder of the billing cycle.

If you cant make it to the club and are not in a commitment, then you can also cancel online at myiclubonline.com which is our billing portal. Here you can self cancel and you will get an immediate confirmation. You can also access this site via the Chuze app.

Or you can attach a signed, written request to *************************** and well be happy to help via email! Please include your full name, barcode, phone number, permission to draft your cancellation fee if applicable and any other helpful information that will assist us in locating your account if we havent already. Youll then get a confirmation from us within 1-2 business days.

Please keep in mind that all cancellations require your membership to be in good standing and a minimum of 10 days advanced notice prior to your bill date in order to avoid any future charges.

Please let us know if we can be of further assistance. Have a wonderful day!
Initial Complaint
01/25/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I decided to cancel my membership to this business and the process has be a headache. They don't have a way for you to speak to somebody from the corporate offices. You have to speak to hourly employees from the gym locations whom don't have any idea if your cancellation form has been received. And of course they always mention that your membership wouldn't be canceled until after 30 days. I've been charged two months since the day that they received my form.
Business response
01/26/2023
Hello,

Thank you for taking the time to contact us. We apologize for any inconvenience or frustration that has occurred. You may cancel your membership in one of 3 ways:

Since all of our gyms are open, we invite you to stop by the club where well be more than happy to assist you in person where you can additionally still use your membership for the remainder of the billing cycle.

If you cant make it to the club and are not in a commitment, then you can also cancel online at myiclubonline.com which is our billing portal. Here you can self cancel and you will get an immediate confirmation. You can also access this site via the Chuze app.

Or you can attach a signed, written request to *************************** and well be happy to help via email! Please include your full name, barcode, phone number, permission to draft your cancellation fee if applicable and any other helpful information that will assist us in locating your account if we havent already. Youll then get a confirmation from us within 1-2 business days.

Please keep in mind that all cancellations require your membership to be in good standing and a minimum of 10 days advanced notice prior to your bill date in order to avoid any future charges.

Please let us know if we can be of further assistance. Have a wonderful day!
Initial Complaint
01/25/2023
Complaint Type:
Billing Issues
Status:
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.
They claim your account is overdue, when you have proof of payments, they also make cancellation extremely hard. $60 fee and cancellation form sent to hq, then 30 days for cancellation to occur
Business response
01/26/2023
Hello *****,

Thank you for taking the time to contact us. We apologize for any frustration or confusion that has occurred while trying to cancel your membership. We invite you to email us directly at *************************** and our team will be more than happy to further assist you with your cancellation.

We hope to hear from you soon. Have a wonderful day!

Kind regards,
Chuze Fitness
Initial Complaint
01/11/2023
Complaint Type:
Order Issues
Status:
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.
This company has been charging people a yearly maintenance fee but alot of their equipment is always down. It takes months for them to get it resolved and also they care if the customer is affected by it. This has been always happening and it's not just one location.
Business response
01/12/2023
Hello,

Thank you for reaching out to us. Please accept our most sincere apologies for not meeting your expectations with regard to getting our equipment fixed in a timely manner.
This is not who we are as a company and we understand that we have let you down.

We are happy to report that we have recently increased our maintenance department company-wide and we look forward to remedying the issues you mentioned as soon as possible.

Thank you again for your feedback and we look forward to seeing you soon in the club!

Kind regards,
Chuze Fitness
Initial Complaint
12/31/2022
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
First of all I tried to contact this business over the phone to cancel my account at the location of: ************************. Type of account: Month to Month. ************ is disputing the charge Summary: I do not recommend doing business with this business, avoid at all costs.They told me I have to come into the branch or send a written notice to an address. So I verbally asked to cancel over a month in advance but they did not do anything about it. I physically visited the location and guess what?The process was an E signature, which means I didn't have to physically sign it, so they easily could have emailed me the cancellation form and it would have be done with. This is a red flag already, making it difficult for people to cancel their account to avoid people cancelling.Now, I come into the branch and I finish the process, I look at my termination form and I notice the Assistant Manager whom is named ********************* AGM *****, stated on the form my termination date is 1/17/2023, which is over 19 days away (13 business days). The cancellation policy of this gym for month to month is 10 days, which of course is already horrible for a month to month membership, but clearly this was over the period of time of their own policy.I inquired about this transactional inconsistency because I wanted to cancel immediately and she argued with me telling me it cannot be done earlier than the 17th. At that point I noted we did not make any progress in the conversation and asked for a corporate number or a customer service contact line. Which, she refused to provide and told me she was the only person I could talk to. I asked for her supervisors information to email or contact and she again refused to provide the information. After several attempts she offered to give me her managers information, if I called in next week on Monday. Overall she made the entire process to contact anyone else but her very difficult and it was very unprofessional. 12/29/2022
Initial Complaint
12/30/2022
Complaint Type:
Sales and Advertising Issues
Status:
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.
I reached out to this business on 12/4/22 with a phone call asking how to cancel my membership, as I was finally out of the year contract and would not be charged a cancellation fee. The representative said I had to email to cancel- so I did. I sent the email. They responded saying I needed to send written cancellation- which I did. I sent an email. They then said I had to resend rewritten notice by hand and take a photo then send it- they are now trying to charge me an additional month AND an additional ANNUAL fee.
Business response
01/10/2023
Hello ********,

Thank you for taking the time to contact us. We are terribly sorry to hear of this matter. We invite you to email our team at *************************** in order for our team to be of further assistance.

We hope to hear from you and resolving this matter as quickly as possible.

Kind regards,
Chuze Fitness
Customer response
01/10/2023
I already tried to reach out to the company and they told me that I have to pay an additional years annual fee even though I reached out to their business on 12/4 trying to cancel my membership.
Business response
01/11/2023
Hello,

Thank you for following up with us. We apologize for any ongoing frustrations. We do require a minimum of a ************************************************************************************ your signed agreement. If you were within your 10-day period, you would be responsible for all upcoming charges during that time.

We hope this has better clarified and please reach out to us at *************************** for any further assistance regarding your account.

Kind regards,
Chuze Fitness
Customer response
01/13/2023
I sent a written email on 12/4 which is very far in advance to cancel my membership.
Initial Complaint
12/20/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I walked into the bathroom today 12/20/22. There are two ladies in there one in a stall and one brushing her teeth. I was in the bathroom going #2 the two ladies had left while I'm still going to the bathroom. The next thing I hear is a man's voice, saying oh shit! I called out and ask is there a man in here? The man answered yep! I said get out I'm in here! He said I'm the janitor, I told him again get out! He said I have a job to do. I started screaming help over and over and over Extremely Loud as my lungs could go until finally somebody came in and asked him to leave. I heard him tell the other staff members that he called out if anybody was in here (the bathroom) I told the staff he's a liar, he never once yelled is anybody in here! The staff wouldn't tell me who he was and they wouldn't tell me his name. I went back onto the gym floor to see if I can see one of the girls that were in the bathroom and ask if they saw the man that went into the women's bathroom. The manager ***** walked up to me and told me I can't be walking around talking to people. I wasn't talking to people. Then she said I had to leave. I told her you guys are protecting this guy that did me wrong. And then she told me I'm not allowed to come back to the gym anymore. She said I am going to be discontinuing your membership and you're not allowed to come back here again and if you do we are calling the police. This place is corrupted they treated me as if I was the criminal who did something wrong instead of the victim. I couldn't stop crying and shaking, I felt Sooooo violated !!!!!!!!!
Business response
12/22/2022
Hello,

Thank you for contacting us. First and foremost, we are terribly sorry to hear of this event. Our staff did their best to clear the facility before our male maintenance worker entered and we were not aware of your presence. Sometimes our facilities require immediate maintenance that is done by the opposite *** and although we attempt to clear the facility prior, it is not a guarantee that work will never be done by a male in the women's bathroom again.

Our onsite management team will be in contact with you to further speak about this event.

Kind regards,
Chuze Fitness
Initial Complaint
12/20/2022
Complaint Type:
Sales and Advertising Issues
Status:
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.
I had cancelled my gym membership back in march and have been charged 9 months since. When I spoke to the manager she said I needed to provide documentation or a written notice and I told her I spoke with someone on the phone and came into the gym to cancel and they had said I was good and wouldnt be charged any more. Come to find out ive been charged almost ********************************************************************** since march. Im done with this company.
Business response
12/20/2022
Hello ********,

Thank you for reaching out to us. Membership dues are not based on the usage of the facility but instead based on the active status of the account. Since the membership was not canceled prior to these dues drafting, they would be non-refundable.

While we do not accept phone cancellations, if you can provide us with a time-stamped screenshot or forward us the email of your initial cancellation request, that will allow us to refund paid dues that match the date sent.

While we are unable to refund any paid dues, we have gone ahead and canceled the membership for you.

Kind regards,
Chuze Fitness
Initial Complaint
12/01/2022
Complaint Type:
Product Issues
Status:
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.
Hello,I cancelled my subscription on 11/28, I just want to know why I still got change $50 the annual fee if Im not going to use the facilities this is the 2nd time I got charge this amount
Business response
12/02/2022
Hello *****,

Thank you for taking the time to contact us. We apologize for any confusion or inconvenience that has occurred. Upon reviewing your membership, we can confirm that your membership was requested to be canceled on November 28th, 2022. However, you had two pending drafts of $49.99 and $29.99 set to draft on November 29th and December 1st, 2022. Per your signed agreement at the time of becoming a member, we do require a 10-day prior notice from any bill date in order to prevent any future fees from drafting. Since you were within the 10-day period of the time of your cancellation, your annual fee and December dues still drafted.

While your membership is canceled, you still have access to the facility until December 31st, 2022. We hope this has been better clarified and we wish you all the best!

Kind regards,
Chuze Fitness

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