Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/01/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I been trying since dec2024 to cancel my 15 year or more , I been with this gym before they were crunch, this gym has changed hands three times, I have more then fulfill my contract with them, this gym has made many excuses on why my memberships cant be cancel, I am unable to do this , this gym only does sign up no cancellation, only the manager can do this but for some reason they are not there or in an unless meeting, then I could only cancel with a secret email that was going to be emailed to me and you guess it I never received it, I send numerous emails to crunch to be told that they could not cancel my memberships, I tried calling corporate and you guess it that number does not work, Then Inget an email informing me that Inhave to pay up my monthly dues before they will consider canceling my memberships, I told them that they received my and my son years dues for 2025 for approximately ***** per person and they took out monthly dues for December, I personal went into the gym to cancel these memberships and that man to me no worries that if they did not receive my monthly payment that my memberships would automatically be canceled since I haves fulfill my contract. Please I want out of this gym and they are making excuses on why I cant cancel. Thank you for you help. Sincerely shackles and held hostage to crunch.

• Initial Complaint

  Date:02/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife has gotten ill & is on kidney dialysis therefore I can no longer use my membership. I have tried numerous times to cancel & they completely ignore me. I have sent emails to their billing department, as well as the ****************** They just continue to charge me. My account is now overdrawn & I was forced to close the account to stop all of the fees from continuing to build. I'm afraid they're going to try & send me to collections. Up until recently, my account has always been in good standing. Please help me! This business is adding more stress which I definitely don't need right now!

  Business Response

  Date: 02/27/2024

  I have already cancelled the membership and waived the dues and late fee as well as emailed him confirmation of the transaction.

  
  

• Initial Complaint

  Date:10/19/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had reached out to the company multiple times last year to cancel my membership as I was moving away, which was a month to month cancel at any time, by going into the location over 10 times, emailing, and calling. After the last email I had thought that my membership would have been cancelled. I have not been in that business for over a year and now they started contacting me and threatening to send me to collections for a balance due that should never have been charged. They started contacting me about 2-3 months ago as I had my card cancelled and they continued to try to charge me. I attempted answering several times to try and get the issue resolved but every time they would either hang up or just demand that I pay them more money in order to cancel the membership.

• Initial Complaint

  Date:09/26/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had fraud on my card and my payment didnt go through. The manager of the location, *****, sent me an email 2 days later to let me know. I replied to her email that I had fraud on the card and was sorting that out. I also asked how I could cancel my membership as I am in another state (with no location nearby) for the long term, helping take care of a sick relative. My email went unanswered. Today, I spoke with the billing department and made the payment. They then explained I would need to email the manager ***** again to have my service cancelled. Beware - ***** will call you 4 times per day for your payment, but will not answer your email! I want a refund of my most recent payment (I havent been to the gym in many months) and I want my service cancelled immediately!

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had sign for membership on 2/ 14/23 for 6 months for $135.00, which end on 8/31/23.I have found out that I have been over charged. The Base Membership is $9.99 and 6 months will be $ 59.94.And the manager has agreed to wave any additional fee. So ****** was tried to get me refund but he has move to another area. So when the new manage ****** , I talked him about the refund and email me numerous time and call but no responses but ignore. I emailed ****** on Jul 31, Augur 31, Sep 8 9 am and 1 pm.I would like to request my refund the amount of $75.06 soon as possible it is over due.I feel, I been missthreated and insulted due to being Asian? If I was one of American, then they won't do such thing. I am asking BBB for help and Crunch to make right.

• Initial Complaint

  Date:09/11/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/16/23 - $36.99 paid to begin first month and initiate membership 6/16/23 - $26.99 monthly payment 6/30/23 - cancelled membership in person, ordered to pay $49.99 annual maintenance fee in order to get membership cancelled with zero balance. The manager who I spoke to (***?) promised me the attached was a membership cancellation confirmation My last check in to gym was recorded as 6/30/23 7/16/23 - $26.99 monthly payment 8/16/23 - $26.99 monthly payment 8/21/23 - phone call to front desk about membership status and how to get it cancelled again. They stated I must use the email info@... To be sure, I also copied the email manager@... Email sent 8/21 to explain about 6/30 cancellation with attached cancellation notice. Email also requested refund for the two extra payments taken 8/25/23 - repeat email sent 8/30/23 - another email sent 9/11/23 - final email sent... meanwhile they are sending emails about failure to get next monthly payment... clearly they are not managing their membership data at all As of 9/11/23 there is not response to any of my previous three emails.

• Initial Complaint

  Date:07/17/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since July 2, 2023 ive attempted to cancel my membership. I was informed to email which i never received response. I call every couple of days and nobody responds to my messages. Im told to call at different times and managers are never on site. Its a shame im just trying to cancel and they avoid returning calls, emailing back and ill likely have another months charge. I dont understand why they would treat people like this. My acct# *********

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a membership at crunch fitness north **************** on may 10, 2023. They had a special sign up for $1 first month. So I did that with the knowledge (as stated in the contract) that if I didn't want to continue I just had to cancel 10 days before the due date. Literally a week later, on May 15, 2023, I realized I didn't like the atmosphere & as the contract stated, I emailed the manager and canceled my membership. I emailed a few days in a row with no response (and after seeing the reviews on ****** about this happening to several people) Contacted corporate and Finally on May 18 I received an email from ********************* at this location confirming my membership is canceled. Great, I thought! Except the next month on june 10, 2023 my account was charged for $26.99. So I emailed and called the gym AGAIN. No one answers me once again!So I had to contact my bank (and with proof of the email exchange) they accepted my dispute. Now I'm getting emails from crunch stating I have overdue balance. On June 20, 2023 my account was charged again for $40.99 I disputed the charges with my bank. I have emails with Crunch north **************** AND their corporate stating my membership is canceled. Yet I just got off the phone with my bank AGAIN because crunch continues to charge my account. first they did an ACH *********** a debit transaction so I have had to cancel all my stuff.I hope this gym gets shut down because this is BLATANT THEFT.

• Initial Complaint

  Date:03/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transactions 8/31/22: $149.00 10/03/22: $149.00 10/18/22: $149.00 I was charged for training 3 separate times even though my trainer had quit. No one from the business reached out to me to tell me she quit or to get me with a new trainer. Since then I have been trying to resolve the issue and get my money back. Each time I call or go into the business to resolve there is a new manger and I have to start over with them. They tell me to call back in a week for updates and when I reach out again they quit too. No one will give me the regional manager or the owners information. I wasnt under contract for these sessions so I am well within my rights to receive my money back. Especially with the customer service I have received. Or lack there of.

  Business Response

  Date: 03/29/2023

  Member had been responded to and informed that her contract had been with Crunch Fitness, not the coach she was working with. ******** sessions are still there to be used as we are fulfilling our end of the agreement. Due to the fact she is upset we had to switch trainers does not mean we will refund. 

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up for 2 memberships with Crunch Fitness in 9/2022. They agreed to 4 personal training sessions for $200 total, no enrollment fee and no annual fee that first year. In Oct 2022 they charged us correctly. In November 2022 we started noticing multiple charges for more then our 2 memberships. We felt at that time that maybe they were charging a month ahead and both of our daughters were very sick and in and out of the hospital. In January we pulled all the charges they had made to our card and there was over $700 of charges that weren't supposed to be there! We called the gym and talked to *** who said everything looked ok and then proceeded to make fun of me while holding the phone away from his ear. I called back and talked to ***** who said he was the manager. He said he would look into it and call me back. We never received a call back, so my husband also tried calling and no one could explain the extra charges. We finally had to dispute the charges with the bank, who agreed that almost $500 were charges that never should have happened and cancelled our card. My husband went to Crunch this morning 3/12/23 to pay our bill monthly bill that we agreed to (2 memberships at $30 each). The girl that was at the desk was very rude to him and refused to let us pay anything stating we had to have our account on file. He explained that they overcharged us by hundreds of dollars so obviously we don't trust them with our card info at this point as they seem to charge whatever they want without permission. We were happy to pay on a month by month basis. After doing some research I see that we are not the only people this is happening to and it seems to be an ongoing trend.