ComplaintsforChuze Fitness

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Chuze Fitness today letting them know I canceled my account back in July because I moved to ******* in August which I do not have any Chuze gyms near. I explained the employer I spoke to said I should be good sense I do not live near a Chuze facility. I also let them know I can provide supporting documents showing I'm living in ******* and have been since August. The woman on the phone instantly advised me that she couldn't help and that I can cancel now but will not be able to get my money for a service I had no way of using because I living more then 300 miles if not more from a location.

  Business response

  10/06/2022

  Hello *****, 
  
  Thank you for following up with us. We apologize for the frustration this matter has caused. Membership dues are not based on the usage of the facility but instead based on the active status of the account. After reviewing your account, we are unable to locate a prior request to have your account canceled. To cancel an account, it can either be completed online, by sending an email, or by stopping by a Chuze Fitness location and signing a cancellation form. We cannot locate any form of documentation that a cancellation was completed. 
  
  If you are able to provide us with documentation of a prior request to cancel, we will be more than happy to investigate this matter further. In the meantime, we have canceled your membership and no further fees will be deducted. 
  
  Please let us know if you have any further questions and we wish you all the best. 

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my gym membership here A LONG TIME AGO and I just noticed that theyre still charging my account. I WANT ALL REFUNDS GOING BACK TO WHEN I S P E C I F I C A L L Y EMAILED TO CLOSE OUT MY F***** ACCOUNT ! This has to have been going on for MONTHS I dont even remember when I had emailed but they were giving me a hard time about canceling the f***** membership and here I am finding out THEY NEVER F***** DID

  Business response

  08/17/2022

  Hello *******, 
  
  Thank you for taking the time to contact us. We apologize for any confusion or inconvenience that has occurred. Upon reviewing your account, it appears that you contacted our Franchise location, La Mesa, and the team is currently in contact with you regarding this matter. 
  
  Please feel free to reach out to the team directly at *************************************************** with any further questions or concerns. 
  
  Kind regards,
  Chuze Fitness 

  Customer response

  08/17/2022

  **** has not refunded me the extra months I have been charged. He keeps telling me to provide him with paperwork I was never given and they should have record of the paperwork and emails between myself and the employee/manager I spoke to over the phone and via email when canceling the membership. I no longer have the email as the matter was supposed to have been resolved a LONG time ago and was never provided the documentation he keeps asking for. Im not going to sit here and argue with anyone, none of you are worth the time or energy. Your employee ****** up by not doing their job when I cancelled this membership at the end of last year. I want my money refunded. Period. 

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My girlfriend didn't have an account to enroll so we added her to mine, so we can workout together. She finally got one and tried to change to her account over the phone, but they wouldn't allow over phone. They continue to charge my account and wont let her change to her account she no longer lives in ********** and they dont have Chuze in the state shes in theyre charging me fees every months not allowing her to switch over to cancel. please help me. the store managers wont assist me ***** monthly since 3/22 and ***** on 8/22

  Business response

  08/17/2022

  Hello, 
  
  Thank you for taking the time to contact us. We apologize for any confusion or inconvenience that has occurred. While each membership is individually owned and only the membership holder is able to cancel the membership, we are able to further assist you online or via email. Please contact us at *************************** and our team will be more than happy to further investigate this matter for you. Please keep in mind, we do require a minimum 10 day prior notice from any billing date in order to ensure you will not be charged for the upcoming dues. 
  
  We look forward to hearing from you. 
  
  Kind regards,
  Chuze Fitness 

  Customer response

  08/17/2022

   I have contacted the ************ chuze and so has the member it is on record still didn't help I am still being charged on my account. I have gone in person and member over the phone. She no longer needs her membership I'm debating on mine now

  Business response

  08/18/2022

  Hello, 
  
  Thank you for following up with us. We apologize for any confusion or inconvenience this has caused you. We invite you to email us at *************************** and our team will be more than happy to further investigate this matter for you. 
  
  We hope to hear from you soon and resolving this matter as quickly as possible. Thank you and have a wonderful day! 
  
  Kind regards,
  Chuze Fitness 

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/16/2022 I created a membership with chuze fitness with my ************** account. I visited the club on 3/23/2022 and on 3/24/2022. When I visited on 3/23/2022 I was told by a team member that there are no working cameras in the parking lot and there have been a lot of incidents so to be sure to not leave anything in my vehicle. On 3/24/2022 there was an unsafe incident where I witnessed (in broad daylight) a woman breaking out a window in the parking lot. I did bring this to a team members attention and was told again at the time there are no working cameras in the parking lot. This parking lot is fairly large and there is also no form of security. This made me concerned for the safety of myself and for my vehicle. I decided on 3/24/2022 that I no longer felt safe attending this gym and I canceled my membership. On 5/6/2022 I was billed $99.98 on a bank account I used in a previous membership. I called the gym and inquired about the billing and I was told I would not receive a refund and they did not see my cancellation request. I was billed for a membership I cancelled and had not used and billed for rejection fees and a annual fee. I would like these fees refunded and to be ensured Im no longer billed any further.

  Business response

  05/10/2022

  Hello Crystal, 
  
  Thank you for taking the time to contact us. We are sorry to hear of your dissatisfaction with our facility. Upon reviewing your membership, it appears your Annual fee of ***** and monthly payment of ***** did attempt to draft on April 28th and 29th. Your Annual Fee was set to be charged 60 or 90 days after your 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 further investigation, we are unable to find a previous cancellation request prior to these charges. It appears you had spoken to the staff on May 6th regarding a cancellation and a refund of your paid dues. While a refund would not be applicable without documentation of a previous cancellation request, the staff did offer to waive your cancellation fee as a courtesy. 
  
  In order to complete your cancellation, we invite you to email us at *************************** and our team will be more than happy to assist you. Please keep in mind, your cancellation does need to be completed before May 18th in order to avoid any future charges. 
  
  We hope to hear from you. Have a wonderful day! 
  
  Kind regards,
  Chuze Fitness 
  
  

  Customer response

  05/10/2022

  on May 6th I was offered this and was also told Id be receiving an email with cancellation information yet again. I STILL have not received that email. I requested this same thing IN STORE back in March. I want this account cancelled and I want to be refunded. Your company also took funds from an account that was provided in an old membership which you did not have permission to. I want to be refunded for the $99 and for my account to be cancelled. I will put a stop payment as ******** my bank. This is the THIRD time I have expressed I do not want the membership. The location is highly dangerous and you do not provide any type of security which is very concerning in regards to your members safety. I will also be providing reviews for this particular location. Please refund the $99 and cancel this membership.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I originally signed up for ChuzeFitness it was in 2019 I had signed up for one year. I was under the impression that after one year the membership would cease to continue because it clearly states on my membership agreement that it is NOT on auto renew, however, that was not the case. It continued to renew and they had made it increasingly more difficult for me to cancel and I have kept getting charged for the past year.

  Business response

  03/07/2022

  Hello Peyton, 
  
  Thank you for taking the time to contact us. We apologize for any dissatisfaction you are currently experiencing. All membership dues are based on the active status of the account. Once your 12 month term is completed, all memberships roll over to a monthly plan as outlined in your signed agreement. Upon reviewing your account, it appears that cancellation instructions have been provided to you multiple times, however we never received the proper documentation to complete the cancellation request. It also appears that you have received a couple different courtesy refunds. 
  
  Please let us know if we can be of further assistance. Have a wonderful day! 
  
  Kind regards,
  Chuze Fitness 

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  3 2 2022 is the date I had to ask for my $ back and to waive my fees for canceling service from chuze. They were rude and could not keep me safe inside their facility. They then threatened to terminate my membership if there was another issue, if they decided. So I decided to ask for my $ back. And. to give back my member fees since I'm not a member. ************* . General manager typed a note saying they will ask for reimbursement from *** financial. And they will reach out.

  Business response

  03/03/2022

  Hello ****,
  
  Thank you for taking the time to contact us. We are sorry to hear of any frustrations you have experienced while being a member with us. Member safety and comfortability is always of the utmost importance to us. Based on a few different unpleasant encounters you've been involved with regarding other members and our team, it was decided that it was in the best interest of everyone for your membership to be cancelled. In terms of your payments, your cancellation fee was waived and your most recent monthly dues and Annual fee have been refunded. 
  
  While we are sorry that our partnership did not work out, we wish you all the best in your future endeavors. 
  
  Kind regards,
  Member Services 

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