Long story short, my brother (minor) signed up for a few months at Crunch back in 2024 and they made him go in person with my dad to cancel the membership. Six months later in June 2025, they reactivated his account and has been charging my dad's credit card not only for the monthly but the annual fee. Since my dad doesn't understand English, he didn't review the charges until March 2026, so they've been charging the card for nearly a year.
When we reached out to the gym:
- They claimed the account was under a “freeze” agreement
- However, the document they referenced is unsigned!!
- We were never sent any contract or documentation showing consent but we have email proof for the request of cancellation and they literally went in person too
We’ve been going back and forth with the branch manager for nearly 2 months, and we just want the refund for the unauthorized charges ($207). Now they’re saying they can’t process the full refund due to “lack of documentation,” which is confusing because they also can’t provide valid documentation showing authorization in the first place?
The branch manager refuses to give me contact information for the regional manager and told me I'll have to wait for him to contact me instead?? Is what they're doing legal? My friends say I can file a civil lawsuit for this but it's just so crazy and cumbersome when $200 shouldn't even be a large amount for them to refund. I know California has some consumer protection laws in place, and legally, an unsigned contract means unauthorized charges, right? What if they say that there is no documentation of cancellation, even though they went in person to cancel it?
At this point, I'm just so frustrated and am gunho about pursuing this for the sake of fairness. This literally infringes on legality, and why are none of the staff advocating for our problem?
Location: Bay Area, California