ComplaintsforCrunch Pembroke Pines

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am another victim of this business who is trying to cancel a membership and cannot get out of it even though the manager ****** *. has made a written statement agreeing to cancel it but then never did and stopped responding to emails and will not take a phone call either. This business practice is predatory and should not be allowed to continue, since I have a written statement of agreement from the manager ****** *. I am thinking seeking legal consul and getting a class action lawsuit going to help solve my and other cases like mine.

  Customer response

  10/01/2024

  Here is the email where Mr ****** ***** cannot keep his story straight where he claims my email was sent after 5pm, you can clearly see the date and time of my first email sent was 9/27/24 at 4:45pm EST and mind you, we are both in the same time zone as I am on the east cost of NJ and Mr ***** is on the east coast of ********, next email was sent 9/30/24 9:12am EST and the reply from Mr ***** came on the same day of 9/30/24 at 11:30am EST, to which I replied same day within an hour 9/30/24 12:24pm EST.

  Please take a look at the first initial email from Mr ***** where he states my membership will be canceled and the cancellation fee will be a separate invoice charged to the primary account next day which would be 10/1/24, I reached out to Mr ***** asking to clarify why the $10 cancellation fee has not been posted on my account and he proceeds to ignore me all day not responding to the email asking for clarification as well as dodging calls to the facility, using the front desk attendant to tell me he is in a meeting, now fast forward to the email Mr ***** sent today 10/1/24 6:36?PM EST where he now states the $10 fee will be posted tomorrow - this will not cause my account to go into another cycle of 30-day notice meaning I will be charged for another month of membership, this act clearly signifies the dishonesty and shady tactics in use by Mr ***** and his employer of Crunch Fitness at Pembroke Pines. If that is not enough Mr ***** then states he will not respond to any more communications, which should not be something a customer hears from a manager of a facility where one is paying membership dues.

  Upon further research of this facility I discovered their headquarters are located in ********, looking at the ****** reviews page of said facility I discovered that this appears to be the standard business procedure under which this company operates as there are several other people complaining of having the same exact issues as I am currently fighting. It cannot be a coincidence that this behavior is experienced by this many people and if you look at the dates of reviews, it all appears to be an ongoing development that absolutely needs to be addressed as soon as possible before more victims are put in these circumstances.

  I am attaching screenshots of the email correspondence as well as screenshots of the reviews I mentioned above.

  Looking forward to hearing back from you and your assistance is getting this matter to a resolution.
  
  

   

   

  Customer response

  10/01/2024

  This post has more screenshots of the complaints from other customers facing these issues as the previous post has reached it's allowed limit of file attachments.

  Customer response

  10/03/2024

  Mr ****** ***** yet again did not follow through with his own statement of following through with me request to cancel the membership and processing the cancellation, the cancellation processing fee which Mr ****** ***** said would post to my account on two different dates still has not been posted and as of writing this statement on 10/3/24 I am now within the next cycle of billing which would be due on 11/1/24, this is a clear pattern of deceit and lack of following through with the contractual obligations as well as statements made by Mr ****** *****.

  Business response

  10/11/2024

  Good afternoon,

  We received consumer's written cancellation request the last days of September 2024, we explained as per his contract the 30-day cancellation policy and expedited the cancellation of his membership. We processed his last payment and cancel fee on 10/01/24 and 10/04/24 respectively. With date 10/04/24 his membership has been cancelled and no further charges or fees will be conducted. Extensive communication has been established via email exchange and process and amounts have been informed by the club manager.

  Attached please find copy of his last charges and last email from the manager.

  From the business standpoint there is no further relationship or pending issues with this consumer

  Customer response

  10/15/2024

   
  Complaint: 22365505
  
  I am rejecting this response because:

  The dates stated in the response are not the dates that were communicated via email, the "extensive communication" claimed by the company is completely disingenuous as there is a total of 2 email replies from them and the manager refused to take calls always hiding behind the front desk attendant.

  You can read the email chain as I submitted it here and ****** Daque the acting manager of this location as well as the person replying to the email ********************************** cannot even get his own story straight in a written statement, the fact this situation has gotten to the point where it currently is, is beyond ridiculous, there should not be a need to involve BBB and consult lawyers in a matter as simple as canceling a gym membership. 
  
  Further more there is an extensive record of this practice being a regular occurrence with many other people, their reviews page is riddled with people who are fighting this battle, the corporate office review page is all but one a complaint after complaint of this deceptive practice.

  I think this needs to be communicated to others as a warning not to mix themselves up with this company as the headache is beyond what anyone should be dealing with, the statement of this problem should serve as a warning to anyone who considers conducting business with this outfit.
  
  Sincerely,
  
  ***** **********

  Business response

  10/23/2024

  To Whom It May Concern,

  I am having difficulty understanding the rejection of this resolution. The individual in question requested to cancel their membership and avoid future charges, which we confirmed we would do in our very first response, as shown in the attached emails. We communicated the final charges clearly and politely.

  We reiterated the details in a subsequent email. The final monthly payment, which included a 30-day notice and a $10 cancellation fee, was scheduled for October 1, 2024. Although I am not part of the financial company, the $10 fee was initially set to be drafted from the member's bank account. For some reason, it was collected from the credit card on file on October 4, 2024, which is beyond my control. This could occur due to insufficient funds or other reasons.

  Im unsure why this individual claims we pressured him into more charges or engaged in unfair business practices.

  He sent an email at 4:45 PM on Friday, September 27th, but we didnt receive it until after our business hours, which end at 5 PM. With over ***** members, it is not feasible to respond to emails immediately. Over the weekend, he sent messages complaining about our lack of response (we do not respond to emails or messages during the weekend). However, we replied on Monday, September 30th, at 11:30 AM, which I believe is a reasonable timeframe.

  As outlined in the agreement he signed, we explained the cancellation policies, including the 30-day notice and the member's responsibility for payments during that period, along with the $10 cancellation fee. Once again, His final payment was due on October 1, 2024, and the financial institution was able to collect the cancellation fee on October 4, 2024.

  We ceased responding to his emails after clarifying the cancellation process and fees, as he repeatedly expressed the same concerns, and we had provided clear explanations multiple times. Additionally, some of his messages contained remarks that could be considered threats to our manager (see the attachments). He wanted to cancel his membership and avoid further charges, which we successfully addressed. However, he has also made false statements about a company in ***** with which we are not affiliated.

  Thank you for your attention to this matter.

  Customer response

  10/23/2024

   
  Complaint: 22365505
  
  I am rejecting this response because:

  Yet again you're making up lies because you never had my credit card information as it was never provided to you, you have been given the bank account information which was used to make all of the payments including the $10 cancellation fee which you made a statement would be charged on 10/1/24 then was not actually done until 10/4/24 so your excuse of having the payment denied is 100% a lie all the way through.

  Furthermore you never provided me with an invoice for the charges made to the account even though you have been asked to do so several times, I strongly feel like the fact you didn't process my cancellation payment until 10/4/24 is done on purpose to get another months worth of membership fee's charged as this would put the 30 day period past the next payment due on 11/1/24, this was done either intentionally or due to incompetence and I ask to have this case open until the conclusion of this highly unnecessary situation created by you.
  
  
  Sincerely,
  
  ***** **********

  Customer response

  10/23/2024

  Another lie in this response is how the corporate headquarters listed on ********** (a website used by the state of ******* to keep track of businesses operating in the state), the Pembroke Pines facility lists it's corporate headquarters at the ***** location you are saying isn't connected with you, the amount of lies and deceptive practices propagated by your company is truly staggering. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On July 1st, I went into the business to cancel my personal training agreement. I was informed I had a balance to pay off of $166.00 to cover a session I had missed, as well as one final session I was to cover per the agreement. I made the payment, signed the cancellation, and went about my day. Two weeks ago, I was charged for another session. I reached out to my former trainer, he informed me his manager had issued a refund, I assumed the issue was handled. This week, I was charged once again for a personal training session. I reached out to my trainer again, and this time got no response. I need this agreement cancelled, as it was signed off on as of July 1st, and any additional charges placed on my account to be voided.

  Business response

  08/07/2024

  Good day,

  
  We do not have a member by that name at our club. The individual should verify their home gym and contact them directly, or address their complaint to the appropriate club.
  

  Thank you.

  Customer response

  08/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I believe they are unwilling to make this right because being a Senior Citizen, they think they can bully us. My wife, ***************************, joined here and while it was going well, I lost my job. She had been paying $200 a month extra for a trainer. She immediately went in and spoke to the trainer to tell him she needed to stop for awhile due to me losing my job. She was assured that she had paid ahead a bit and she could continue. She declined saying she couldnt afford it. He assured her again that he had went to his manager and again assured her that she would not be charged. She followed up with several conversations (all thru emails and text messages.. all clearly documented..) To her fault, she did not notice that they charged her $800 for personal training. She assumed it was an honest mistake and has been trying to get it cleared up for a month now to no avail. No one returns calls, they will not give her the name of the owner or person in charge or when she does get someone on the phone they tell her its to bad .. she should have signed something .. Of course her answer is that she immediately went to their employee who told her what to do .. they cant deny any of this as it is clearly documented in text and email. She has asked that I get involved. Im starting with this .. then I plan on moving forward with placing multiple reviews on every site possible. Then I will file BBB complaints. Then I will file fraud charges with the credit card company as the charges were not authorized (again proof with texts and emails) Then I move on to placing this information on LinkedIn.. if all of this fails to get them to do the right thing, I file lawsuits of which I have no doubt whatsoever we would prevail. Or .. the wonderful people at the place do the right thing and we all move forward without this ugliness

  Business response

  07/10/2023

  Good day,
  
  We do not have a member in our club under this name (***************************) or the phone number provided. Please look at the two attachments.
  He can check if he is a member of different Crunch fitness location. Most likely, he is a member of Crunch West Pembroke. Please ask him to contact them directly. Their phone number is **************.

   

• Initial Complaint

  04/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ive already file one complaint about charges from crunch and now I get another charge to a second credit card for ****** My existing case number is ********. Please attach this to that and have crunch fitness remove this charge, or I will have my credit card company do it.

  Business response

  04/25/2023

  Good day,

   

  Please see the attached documents. I couldn't duplicate the charges the clients is referring to. I do not know if those charges are from a different Crunch Club.

  Thank you!

• Initial Complaint

  04/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Unfortunately, similarly to many of the dismal reviews and complaints featured on this page, Crunch Fitness has refused to let me out of a contract that I ended and paid in full. As a result of their dismissive (or, better, lack thereof) response, though I made countless calls, arrived in person several times, and have spoken to several of their staff and billing department (whom admit wrongdoing) in an effort to get this resolved, I now have a collections from a gym membership that I cancelled months ago. I called to cancel my membership in October of 2022, where I was told I must come in person to do. The very next day, I arrived to my local Crunch and spoke with a staff member to cancel, requesting to pay any remaining balances while in person to square everything away. He assured me that my account was cancelled and there was no additional balance due (luckily I was smart enough to request a confirmation email, as I am seeing now that Crunch seems to be known for this sort of thing). Shortly after, the card tied to my PAST membership needed to be replaced, which I did no issue since I was now done with Crunch. Not too long after did I continue to receive calls from their billing department almost 3+ times a day, which I explained that I had already gone in and cancelled and handled any remaining charges and shared over documentation. Apparently, they had continued to attempt to charge me for membership for several months after I had cancelled (confirmed to me by their billing department and on the ground staff). After several weeks of that back and forth, with no help from any side at Crunch, I was notified of a collections placed on my CANCELLED account. Now it has been weeks of me trying to get in touch with someone to have this removed and rectified as it is impacting my otherwise stellar credit and hindering me from simple life milestones while I work to get this resolved.

  Customer response

  04/12/2023

  Sharing the attached bank statement from the day that I settled any balance at Crunch Fitness in person in addition to the previously shared cancellation confirmation with zero balance due listed. Additionally attached email correspondence where I confirmed this several times and a copy of the collections notification from Credit Karma/Transunion.

   

  Thank you!

  Business response

  04/13/2023

  Good day,
  
  The account has to be in good standing for the cancellation process to succeed.
  The member stopped making payments; see the contract and dues attached.
  
  Thank you!

  Customer response

  04/13/2023

   
  Complaint: 19927115
  
  I am rejecting this response because:

  As the documents that were shared show, all payments were made in full and on time until the $5 dues in October (also the month of confirmed cancellation) when the card was changed. It is also noted that I went in person to the clubhouse, paid $27 to completely close out all outstandings (please explain how the remaining $5 from the card changed into $27 as well), and cancelled my membership then (where the confirmation also states no balance was due). These records then continue to show how you all tried to continue to charge me for membership for 5 months after I had gone in person, paid, and cancelled my membership.

  
  Sincerely,
  
  ***********************

  Business response

  04/14/2023

  The member came to cancel the membership on Oct 20. The agreement is very clear; there is a 30-day notice and a $10 fee for this process. The account has to be in good standing for the cancelation
  
  The client paid $26.70 on Oct 20. The credit card was declined the day after, and no payments had been received. Refer to the attachments to see the record of the missing payments.
  
  The history of payments shows all the dues and attempts to collect the money. The customer was responsible for the charges on Oct 5, and Nov 5, plus the $10 cancellation fees.
  
  We are willing to waive the late fees if the member pays what he was responsible for based on the membership agreement he signed when he joined the club.

  Customer response

  04/14/2023

   
  Complaint: 19927115
  
  I am rejecting this response because: The staff member that I requested the cancellation with informed me that he would waive any additional fees and that no additional balance would be due at all, including for any additional months of membership and ALSO informed that I would be allowed access to the facilities for a whole additional month (Nov), which is why there was no request to get an updated card on file while I was there in person at any point. My request to the business was to square away any remaining payment as my credit card was frozen + being updated and I was informed that after that payment I had not further obligation to club whatsoever. There should not have been any additional charges to an inactive credit card on an inactive account - this would be a miscommunication on the part of your staff. Any $10 fee would presumably be added when I came in for cancellation, which I requested, and before any signed documents from your side, which I have provided, were issued, correct? Additionally, if this was the case, per my email correspondence informing that I had paid all outstandings and that your team member had cleared my obligation, any notice of this would have avoided you all tarnishing my credit with a collection. The consumer should not be responsible and harmed for incorrect information from your staff. As seen with the resolution from another consumer complaint for these same business practices, I want this collection removed and these fees waived as was initially promised.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have tried countless times to cancel my membership but they wont let me out of my contract.

  Business response

  01/09/2023

  Good day.

   

  The member CRF805586 is not a member of our club. The member has to go to his/her club to cancel the membership or contact them to see the options. Or club is Crunch at Pembroke Pines and we can manage everything related to our members.

   

  Thank you,

   

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

  General Manager at Crunch of Pembroke Pines

  Customer response

  01/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/12/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On October 1st of 2022 I called the gym and asked to cancel my membership. I was told that I must come in to the location todo so.I explained my situation and why I was unable to come in because I was out of town in *************** for the foreseeable future after hurricane *** to provide medical care to anyone effected by the storm. The staff informed me that I would have to speak with a manager and that they have left for the day. I informed the staff that I needed to cancel the membership today because the membership was going to renew the next day. The staff told me to send an email to the manager to cancel. After emailing I canceled my credit card because I didnt have much faith in the gym canceling my membership. A few weeks go by with no response to my email and I start receiving calls from a billing department stating that I owe money from my membership renewal which they were unable to charge. I notified the billing department of the situation however they were no help. I then called the crunch fitness location again and explained the situation,this time I had gotten ahold of a manager. The manager reluctantly began processing my cancellation but required a $10 cancellation charge which is unacceptable. I kindly asked for my membership to simply be cancelled she said she would run my request up to upper management with no response. After about another week I called the general customer service line of ********************** who stated that there is nothing they can do for me due to the fact that particular crunch fitness is a franchise. However they did provide me with the billing departments phone number once again they where no help and requested proof that my membership was canceled. After hanging up with the billing department I called the gym once again and only requested proof of my cancellation on October 1st for the billing department so they can remove all charges. The staff member stated that she would send a copy over to my email which I never received.

  Business response

  11/14/2022

  We investigated the case but could not identify any member of ours under the provided name of *************************. Please confirm this is the correct name and/or the correct business. Thank you !

  Customer response

  11/14/2022

   
  Complaint: 18395821
  
  I am rejecting this response because:

  Please see the cancellation notice I received and the effective date on the document. Due to me being out of town for work after hurricane ******** can not come in person for them to change the date now nor could I come in person the day I needed to cancel the membership as they requested. All I need is for all the charges under my name to be removed (billing continues to call in an Attempt to collect) due to the fact I requested to cancel prior to the renewal date. Please use the email I was instructed to send (attached above) as proof of my attempted cancellation before any renewal date. Thank you and I appreciate the assistance!
  
  Sincerely,
  
  *************************

  Business response

  12/09/2022

  We reviewed again this case and could not find ************************* as a member, we could match by the telephone number another membership under ************************* and we are assuming is the same person. If that is the case, we noticed that no charges has been made to your membership since 10/02/2022 as the credit card was cancelled. However as the credit card was cancelled even before the membership was cancelled - and the cancellation policy as per your agreement establishes a 30-day notice - the system tried to charge the account unsuccessfully. As consequence and after multiple attempts your account was sent to a collections company. Apparently there was some miscommunication in the process, in good faith, we will remove your account from collections and waive pending charges and late fees. With this action the case is deem as closed from our side. Good luck!

  Customer response

  12/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancelled my membership before the facility even had its grand opening. Meaning the contract never began. I got confirmation of its cancellation from the ***, ***************************. They still charged me. I disputed this with the manager, *********, who was also making advances on me during our entire conversation. He went ahead and cancelled, promised I would be reimbursed. Fast forward a month, and I get charged TWICE! This place is horrible! It is a gym run by children. They have no idea how to run a business and make false promises. I had to cancel my card and have it reissued, even pay for a stop payment. Horrible business practices. I have a printed and emailed confirmation with the managers name on it and still got charged!

*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. ↩