Crunch Fitness review: Charging after cancellation

Hello,

I would like to start off by letting you know that my philosophy is similar to that of “you catch more flies with honey”. I am extremely respectful and have been so patient with the people I have been contacting, but after months of disrespect and lack of help I can no longer stick to this philosophy. I know that the error I am going to tell you about is by my specific gym, but it is being backed by corporate due to a lack of truth on my gyms side. I feel like contacting news or social media is just about the only step left I can take.

I called to cancel my training and my membership in February because I was told my only kidney was failing. I specifically requested to have both canceled and they said that because it is due to health circumstances I was able to send in health documentation and that they would cancel both for me. My gym Channelside Tampa continued to charge me for the training for months. I called numerous times asking for help and for a refund and was never contacted back. Not a single time. I have call logs and email proof of multiple attempts to have this handled.

I called again today where I was told that corporate kicked back the request for a refund because I did not fill out cancellation forms in person. The gym is not giving all of the information to corporate because it makes them look bad. The narrative given by Channelside is that all I had to do was come in and sign a cancellation form or sign one and email it back. When in reality, I was told that it would be handled over the phone for me. There was no mention of an emailed form. If they wanted me to email a form would they not have sent it to me? I know you can check records, and I never received a form. Actually, the manager today even stated “I know this is the first you’re hearing about this”.

The person I spoke to very specifically told me that if I sent in health documentation that I was okay not to come in. I would clearly rather be brought in to sign paperwork or e-sign an email instead of being charged hundreds of dollars. When I spoke to the managers they said that it’s my fault for not signing the paperwork in person, despite being told that for special circumstances I did not need to come in. One of the people I spoke to said that whoever helped me originally was new and so he probably didn’t know. So they did take responsibility for it just momentarily until they realized that they may be in trouble for making a mistake. That is not my fault or responsibility that they didn’t properly train a new staff member.

The manager on duty today for the training told me that if I want to complain I can go ahead and tell people I’m mad because I “didn’t sign the document I was supposed to”, putting that blame on me. I do not appreciate being gas lit or blamed for an error on their side.

It is evident that I spoke to someone requesting to cancel or why would I have sent in the health documentation that they have on file? I would not have known send that without being told by someone working there. It is sad that they are unable to take responsibility for an error made by them.

I will 100% be reaching out to local news as well as leaving very detailed reviews on all review sites, and creating a video about this if I do not receive a refund. Social media is very powerful these days. I am aware this is not your fault, but is the fault of a staff member at this specific location, but it seems like the only way I can be heard. I can’t imagine that stealing from a person in kidney failure and then blaming her for their error will go over well with anyone. My family and I discussed this and my parents are willing to contact a lawyer, because they probably have done and will continue to do this to others.

This could have been handled by someone just saying “oh sorry we gave you bad information” and refunding me. I know that’s the company makes more than enough to repay me for an error. However, I do NOT have enough money because all my money is going to doctor bills. I can barely afford my rent because I can barely work due to my illness. This shows a great lack of humanity.

Please please please just help me get a refund. I am going through more than enough on my own without adding this in the mix. I really just want my money back so I can pay my bills. There was no reason this had to go so far.