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Business Profile

Fitness Center

Crunch Fitness

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

This profile includes complaints for Crunch Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

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Crunch Fitness has 82 locations, listed below.

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    Customer Complaints Summary

    • 1,097 total complaints in the last 3 years.
    • 550 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/10/2025

      Type:Product 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.
      My 17 yr old daughter signed up online for a membership. She realized there were extra fees and immediately tried to cancel. It wasnt allowed. So she went to the club the next morning and was told she couldnt cancel immediately and get refund because it was already in process. They said they would freeze the account, so no money would be drafted and she can cancel next month. Now they just drafted $65 annual fee. They said that is different than the monthly fee on hold. They refuse to refund. Its a scam. She has never even used their facilities. Its disgusting that they are deceptive in their marketing. It should be investigated as treated as a scam.

      Business Response

      Date: 06/11/2025

      Hello,

      Thanks for your concerns and brining this to our attention. Can you please confirm which location this is in regards to?

      Crunch Member Services

    • Initial Complaint

      Date:06/06/2025

      Type:Sales and Advertising 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 was a member of the ******* Crunch fitness location which closed temporarily in 2020 due to the pandemic, and then completely closed that location shortly after (August of 2020). I no longer had access to that student email, and since the location closed I was under the assumption that my membership had been cancelled since it was location dependent I hadn't been aware they continued to charge my card until several weeks ago where I immediately contacted them to get them to cancel the membership and see what they would do to make things right. I just received notice they have refused to refund me since they claim they sent an email asking if I wanted to continue with the membership or not, which I could not see. I never received any attempt for them to contact me a different way despite them having access to my current address and phone number. I would like at very least a partial refund considering I never used their equipment or services following that time due to not even knowing I was paying for it.

      Business Response

      Date: 06/10/2025

      Hello,

      We're sorry to learn of your experience, and we apologize for any frustrations caused.  Please reach out to *************************************************** with your complaint.  Please be sure to include your BBB complaint number and supporting documentation for our review.

      Crunch Member Services

    • Initial Complaint

      Date:06/05/2025

      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 originally signed up for a membership for 4 cents. I used the gym ONE time and I realized that it was not a good investment if I wasn't going to use it. 1. I stopped by to cancel it in person, and I was told that I HAVE to be a member for 60 days to cancel, so I left.2. After ********************* to cancel, and I was told that there wasn't a manager available to assist me with this, and I would have to come back AGAIN. 3. I returned to Crunch Fitness and was informed that I was not allowed to cancel my membership unless my balance was zero. In the meantime, Crunch Fitness added on interest, late fees, a monthly membership, and an annual fee.The last time I checked, they say I owe them over $140.

      Business Response

      Date: 06/16/2025

      Good Afternoon,

      Management Response:

      I had submitted for this member's past dues to be fully waived and cancel their membership. After doing this, the member unlocked his card and was hit in our collections process. The membership is fully cancelled and all he was charged for was his first 60 days. Last communication with member was that he was fine with the charges as they were outlined in his agreement.

      ******* understands the 60-day commitment period, his agreement was cancelled with no 30-day notice. Note was added.

      Thank you,

    • Initial Complaint

      Date:06/04/2025

      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 am writing to formally address an issue with my Crunch Fitness membership cancellation. I canceled my personal training membership on March 31, 2025, yet I continue to be billed.I also contacted ABC Fitness to resolve the matter, but I was informed that cancellations must be handled directly through Crunch. I explained that Crunch has already attempted to cancel the membership twice and that I have a signed cancellation agreement. I even offered to provide a copy of the agreement, but this offer was declined.Despite following the proper cancellation procedures and retaining proof of the agreement, the billing has not stopped. Whatever system Crunch is using to process cancellations appears to be ineffective and inaccurate. I am unclear on what possible justification Crunch could have for continuing to bill me after my cancellation was confirmed.Please resolve this issue immediately by ceasing all future billing and refunding any charges made after the effective cancellation date.

      Business Response

      Date: 06/21/2025

      Good Afternoon,

      Management Response:

      Balance cleared and PT canceled out.

      Thank you,

      Customer Answer

      Date: 06/23/2025

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:06/03/2025

      Type:Product 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'd like to cancel my gym membership. Each gym is franchised. There is no way to complete the cancellation on the website. The phone number for months rings to a voicemail that is full and cannot accept any messages. How am I to follow their process of leaving a voicemail for the manager to cancel my membership if I cannot leave a voicemail for over 2 months. I've gone in in person obviously and the procedure or process for their business can't be done in person and must be a voicemail left for the manager again their voicemail is full for months. They give you a process that is impossible to complete therefore never being able to cancel your gym membership. This seems like a type of theft .I just want to cancel my gym membership. Don't want any money back. Just want to cancel my agreement with this company.

      Business Response

      Date: 06/30/2025

      Good Afternoon,

      Management Response:

      Thank you for bringing this matter to our attention. We take all customer concerns seriously and are committed to addressing them professionally and promptly.
      ****** ******* enrolled at our Crunch Fitness franchise location on March 29, 2025, and agreed to the membership terms presented at sign-up, which included a 90-day minimum commitment. This agreement obligated her to the first three monthly payments, along with the annual fee, which is standard across most Crunch Fitness franchise locations.
      On June 3, 2025, ****** visited our facility in person to cancel her membership. At that time, her cancellation request was processed in full, and her final payment was collected as per the terms of her agreement.
      We understand her concern regarding phone communication. However, our cancellation process is handled in-club and has never required members to leave a voicemail to complete a cancellation. While we do recommend that members send an email request to the General Manager if they’d like written confirmation of their cancellation for their records, this is optional and not a required step for processing the cancellation itself.
      We regret any confusion caused by third-party information or assumptions about the process and appreciate ******’s in-person visit, which allowed us to resolve her cancellation properly.
      Per the terms of her agreement, ******’s membership will remain active through July 27, 2025, and she is welcome to continue using the facility through that date, should she choose to do so.
      We appreciate the opportunity to respond and remain available should any additional information be needed.

      Thank you,

    • Initial Complaint

      Date:06/02/2025

      Type:Order 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 cancelled my gym membership in person. They said it will be cancelled starting April. They refused to provide me a receipt. They charged my card until June. The supervisor refuses to help. They are scamming people by not being clear on how to cancel. They should have proof in their cameras that I visited and cancelled. Please assist.

      Customer Answer

      Date: 06/02/2025

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:05/28/2025

      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 successfully canceled my gym membership due to a move only to find out a new one was opened the same day. I tried to cancel that membership and was told that I must come in person to cancel. This is in violation of the new federal trade commission rule known as Click to Cancel which went into effect 5/1/25. I will be submitting an *** complaint if this is not resolved.

      Business Response

      Date: 06/16/2025

      Good Afternoon,

      Management Response:

      Attached are all of the documents I have associated with ****** ********** account. She claimed via her SMG complaint that she submitted a written cancellation request for on 5-28-25, therefore her final billing cycle was 5-30-2025. An email verifying her request was sent to her on June 4th as well as an email response to her concern.

      Thank you,

    • Initial Complaint

      Date:05/28/2025

      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.
      Original agreement was $10 month, was never told about a yearly fee of $81. Was charged $81. Tried cancelling my account and it took several phone calls to finally cancel. They then sent the $81 amount to collections a month later.

      Business Response

      Date: 06/13/2025

      Good Afternoon

      Management Response:

      I called ABC to remove the balance of $81, then sent an email to our collection company to remover her from collection and clear her account.  I left April a VM letting her know what we did.

      Thank you,

    • Initial Complaint

      Date:05/27/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Crunch fitness keeps saying I owe money for fees and is sending debt collectors after me, yet I've never set foot in a Crunch Fitness let alone have a membership card. Please stop billing for a membership i never have used.

      Customer Answer

      Date: 06/21/2025

      Better Business Bureau:

      At this time, I have not been contacted by Crunch Fitness regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:05/23/2025

      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.
      For months, I have repeatedly attempted to cancel my Crunch Fitness membership at the Arboretum location, only to face unethical obstacles. Despite submitting their required cancellation form three times, I received no confirmation and was later told I owed a "cancellation fee" due to arbitrary timing ruleseven though I followed their process. When I refused to pay unjust fees, staff claimed they would cancel my account but instead continued charging me and even threatened to send me to collections. After disputing fraudulent charges with Discover, Crunch processed another unauthorized charge on 05/23/25, proving their disregard for my cancellation requests. This is a clear violation of *** rules on recurring billing and fair business practices. I demand: (1) Immediate cancellation with written proof, (2) A full refund of all post-cancellation charges, and (3) Withdrawal of any false collections threats.

      Business Response

      Date: 06/09/2025

      Good Afternoon,

      Management Response:

      Refunding last two payments and canceling out.

      Thank you,

    Crunch Fitness is NOT a BBB Accredited Business.

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