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Business Profile

Fitness Center

Crunch Fitness

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/28/2025

    Type:Billing Issues
    Status:
    Unresolved
    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.
    Hello,

    I was a member of Crunch Fitness in Normal IL in December of 2023, when I was in town visiting my family from Chicago. Upon my last visit on 12/26/23, I initiated and signed a cancellation slip upon completion of my workout, as I no longer intended to utilize the gym in the future. I was ensured at that time that my last bill would be due in January of 24. It was brought to my attention as of 3/28/25 that my membership was not cancelled, when a failed charge occurred on a prior (lost) debit card and I was sent email correspondence indicating the balance due. I spoke with both the front desk associate and the manager of the Normal IL location on 3/28 who advised they were in receipt of the cancellation slip that was never processed and that the general manager would reach out with next steps. Given the cancellation notice was signed in person on 12/26/23, and not properly processed, I am seeking full repayment of the charges.

    Business Response

    Date: 04/01/2025

    We will cancel and request a 3 month refund.

    Customer Answer

    Date: 04/01/2025

     I am rejecting this response because:
    It was relayed to me on Friday, March 28th by the Manager on Staff that they were in possession of my original cancellation notice dated on 12/26/23 - the date of my last visit. A 3-month refund and subsequent cancellation is nowhere near the 12-months + of dues I was wrongly charged in addition to the annual fee due to error on behalf of the business. A 3-month refund in response to an egregious error is not satisfactory.

  • Initial Complaint

    Date:01/03/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 got a membership to this gym while working in this area around July 2022. Upon my return to my home state in Texas, around October of 2022 I called the gym to cancel my membership who said I must be in person to cancel, I asked if there was any other way and the gym told me to ask someone in the area to cancel for me or send an email, I asked to send an email and the gym let me know a manager will call me back with steps on how to do so. After a couple days I have not received any call back so I called the gym and they promptly called me back saying I need to simply request to cancel via email, with a picture of my ID, address, reason for canceling and my Social Security number. I sent in everything requested besides my social security number as I didn't feel comfortable sending such information via email. I never heard back. I called back around May of 2023 as I was still being charged and they notified me that I could go to any crunch to cancel my membership, so I went to my local crunch and was notified I am unable to cancel due to this particular gym being under a different license. I returned to Illinois in 2024, and tried canceling in person. I filled out the paperwork to cancel sometime between May-July of 2024. In December of 2024 I realized I was still being charged for a membership, I called the gym and notified them that I cancelled my membership via in person around the months giving above and they told me they had no such records on file and that I must return. At this point I called my bank to notify them to no longer allow this gym to charge my account due to my following of every step the gym requested and failure to cancel my membership.

    Business Response

    Date: 01/06/2025

    We have cancelled ******* account as of 1.6.25, ***** was contacted and happy with this outcome.

  • Initial Complaint

    Date:12/10/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    September 2024, I signed up for a membership at Crunch Fitness located on ******** ******* in Bloomington, IL. At the time I worked in the area however, I live in Decatur, IL which is more than 30 miles from the facility. Shortly after I signed up for membership, my arrangements at my place of employment had changed, a family emergency occurred and my father passed away, there were changes associated with my living arrangements and I had to move further on the other side of town. So now, I live even further from the Crunch facility (more than 50 miles) and no longer going to Bloomington for my employment.
    On 12/9/2024 I contacted the facility to try and cancel my membership, they informed me that the only way it could be done was in person. I informed them that this was not a possibility, nor do I have any documentation of my relocation because there are no documents. I literally only picked up and moved in with someone. I attempted to resolve the matter by suggested emailing the documents, faxing the documents, **** etc. They were simply unwilling to work with me at all. I have a balance that is still accruing monthly, and they are allowing it to accrue knowing that I wish to cancel my membership and are not willing to work with me in any other way. I would simply like to come to a resolution that does not involve me driving more than 50 miles to the gym and would like for them to resolve the balance of $41.99.

    Business Response

    Date: 12/31/2024

    Resolved this with the member same day in club on 12.10.24. We cancelled ******* and she did not want a refund. 

  • Initial Complaint

    Date:09/27/2024

    Type:Billing Issues
    Status:
    Resolved
    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 have been charged $560 so far AFTER I cancelled my personal training sessions.

    I was seeing a personal trainer at Crunch fitness and had wanted to change my PT sessions. I had been seeing the PT once a week for 60 minutes and wanted to move to a plan at 2 times a week for 30 minutes. I made this change with the PT on Monday 9/2. On Thursday 9/5 I was contacted by the PT that he was leaving the company. I asked if he could cancel the 30min plan because I didn't really want to start over with another trainer. He stated he would have it cancelled. (I have this documented in texts). Since that interaction I have been charged for BOTH PT plans. I have left a detailed voice mail for the PT manager and spoken in person to the general manager. I was charge again today. Below is detail listing of events.

    9/2- changed PT plan from 60x1 ($106) to 2x30 ($200)
    9/5- informed by my PT (text) that he was leaving. Requested to cancel the 30 min plan, he said it would be done. “Under Illinois law, consumers are also protected with a three-day right to cancel Physical Fitness Center Contracts (Illinois Physical Fitness Services Act).”
    9/8- charged ($160) for a plan that should have been canceled.
    9/12- ***** left a voicemail that there were 2 PT plans active.
    9/13- I called back and left a detailed voice message that stated that BOTH plans should have been canceled.
    9/15- ($200) was charged to my bank account
    9/20- I went into the gym and spoke to the general manager. Was assured this would be taken care of on Monday.
    9/23- I met with PT. PT manager had not been in. PT said he would speak to the PT manager.
    9/26- I contacted the PT (text). He stated that the PT manager canceled both plans but “could not get me a refund”
    9/27- charged ($160) for a plan that should have been canceled.

    Business Response

    Date: 09/30/2024

    Good evening, I have attached proof of the refund that Ms. ***** has asked for. This has been processed and will show up in her bank account in 3-5 business days. Have let member know of this process, this case has been resolved.

    Customer Answer

    Date: 10/02/2024

    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.

  • Initial Complaint

    Date:08/08/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    About a month ago, I joined Crunch Fitness, thinking I would benefit by working out (I have MS). My condition got worser and I had to cancel the membership. I provided a letter from my doctor as well After a month of cancellation, today I realized they had charged my card for:

    Overdraft Fee
    Banking Fee
    Amount: negative thirty dollars– $30.00
    Running Balance: negative fifty four dollars and fifty three cents– $54.53

    AUG 7 2023

    Crunch Fitness
    Gym
    Amount: negative twenty four dollars and ninety nine cents– $24.99
    Running Balance: negative twenty four dollars and fifty three cents– $24.53

    AUG 7 2023

    Crunch Fitness
    Gym
    Amount: negative forty nine dollars and ninety nine cents– $49.99
    Running Balance: zero dollars and forty six cents$0.46

    -----------------------------------------------------------------------------------

    Please help me recover this money as I should not have been billed. Thank you!

    Business Response

    Date: 08/11/2023

    ******** ******* was upset because she stated due to her health condition that her doctor advised she
    needed to cancel her membership and it was not properly cancelled. Because it
    was before her 60 days it most likely got pushed off. She got her membership on
    June 7. ******** wanted a refund because she believed her membership was
    cancelled and it was not. We refunded her $24.99 and $49.99 due to the
    confusion and how upset she was. 

    **** the GM spoke with her on the phone and she was very appreciative of the
    understanding and help. 

  • Initial Complaint

    Date:02/22/2023

    Type:Billing Issues
    Status:
    Resolved
    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 bank account was charged $2.18 on 2/2/23 and this is an unauthorized charge. As of 2/12/23 I have called, emailed, spoken to gym staff 4 different times with no resolution because they are between managers. This unauthorized charge needs to be resolved promptly. This has caused me to have to cancel the card and get a new one causing wait time since an explanation has not been provided to mitigate fraud concerns. I have received no response to date. The corporate number is not monitored and does not lead to any answer of the call so there is no accountability. This is probably a simple resolution but Crunch lacks accountability and responsibility with my financial information and customer service. Thank you!

    Business Response

    Date: 03/06/2023

    Member had situation resolved as of 3/3/2023. Member was reimbursed of payment totaling in $2.18. As well as compensated 2 free months to her membership due to her frustration. 

    Customer Answer

    Date: 03/08/2023

     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.

  • Initial Complaint

    Date:01/06/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    After ******* closed, they transferred my membership to Crunch without my knowledge. I did not sign a contract with Crunch but they acquired my banking information from ******* and began charging me a monthly membership rate. I discovered that I had a Crunch membership when I switched to a new credit card and started getting delinquency texts and emails. I did not give Crunch my phone number or email address. I visited Crunch this afternoon to address the situation and while the front desk staff was friendly, they called a manager named ****** over the phone who did not deign to speak with me in person or over the phone about the issue, everything was relayed through her staff. The front desk staff said that it had happened quite frequently and seemed unsurprised, they reassured me that the person they had called would take care of it and mentioned a refund. My past due balance was erased and membership cancelled but despite the front desk staff mentioning a refund, after the initial call, the hundreds of dollars that were charged to my card were not refunded. The lady at the front desk simply stated, "They don't do that," contrary to what had been mentioned moments before.

    Business Response

    Date: 01/09/2023

    To Whom it May Concern,

      As per this email, **** ******* has been fully refunded. Unfortunately,  her membership was kept active after Crunch Fitness took over the membership base. As per my conversation with ****, I explained and apologized for my absence, and not being able to remedy the situation. However,  she has and it will return to her account in 3-5 business days!!

    Customer Answer

    Date: 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.

  • Initial Complaint

    Date:10/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    10/1/2022
    I tried to cancel my membership online and the website would not let me sign in or reset my password. I called that night and got no answer until it was my 3rd call. I was told I had to come in to cancel my membership or provide a written notice of cancellation. When I got to the gym, the gym was still charging an old account that was in my name for over a year. So, they cancelled that account and then expressed to me that I had to pay a final invoice for yearly dues and an additional month which I will not be using. Failing to close my other account when I came into sign up for a new account is unprofessional especially when we discussed this when I signed up for my membership. Lastly, it is ridiculous to have to go through such a strenuous process to cancel and get charged for an additional month and yearly dues for a membership I will be no longer using.

    Business Response

    Date: 10/04/2022

    **** was contacted on 1/4/2022 at 3:00 PM by the Assistant General ******* ******* **** now has both memberships cancelled out and understands our 60 day cancellation policy. With her original membership, **** was initiated under a corporate account which has never charged her card. She as well understands that her card had never been charged. **** is content with the resolution of her cancellation fees reduced in half. 

  • Initial Complaint

    Date:08/15/2022

    Type:Billing Issues
    Status:
    Answered
    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 have been a member of Crunch Fitness since it opened. I thought I would use it more but I didn't. I stayed a member longer than I should have not utilizing the membership. I tried contacting to cancel my membership multiple times over the website and by leaving voicemails. I never received word back. My card on file was set to expire so since they wouldn't talk to me, I let that card lapse. I am now being charged two months of late fees on top of my membership and the billing department, the only ones that will talk to me, tell me that I may be referred to collections. I want my membership cancelled and I want my existing balance owed and any late fees removed.

    Business Response

    Date: 08/16/2022

    Member was waived the late fees and paid the two months- signed and agreed with the resolution. 

  • Initial Complaint

    Date:08/10/2022

    Type:Billing Issues
    Status:
    Answered
    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 cancelled my membership on August 8, 2022. I was told by the person at the front desk that I would be charged again for the monthly fee of $22.99 (approximately) at the end of August because of a "30 day notice" policy. On August 8, 2022 I was also charged $49.99 (assuming yearly fee).

    First of all, I was not told of the 30 day policy when I signed up at the facility. I trusted the employee to tell me the truth and I trusted the organization to be honest. When I signed up, I was told of the that there was not a contact and if I wanted to quit, I only had to "come in and cancel". I asked to speak with manager. She was not in so I sent her an email on August 8, 2022 asking for: 1. a refund for the yearly $49.99 fee as I would not be using the facility fee as I would not be using the facility anymore and 2. stop charging me since I was not told of the 30 day notice policy.

    After no response to the email, I called the facility on August 10, 2022. After which I received a response stating the "30 day notice" policy, with no offer for resolution. I emailed the manager again. I have not heard back.

    I am asking for $49.99 to be refunded to me - this was charged on the exact day I cancelled and if Crunch keeps this money - it would be money that they are not entitled to as I will not be using the facility anymore.

    I am also asking that Crunch does not take any more money from my banking account or any credit card they have one file.

    Thank you.

    Business Response

    Date: 08/11/2022

    Refund already issued 

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