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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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    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:05/23/2025

      Type:Service or Repair 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.
      I registered for crunch fitness in about late January for a $1 dollar trial and to my knowledge they said it was free cancellation. When i tried to cancel my trial/account they tried charging me and now they keep charging me I owe them $204

    • Initial Complaint

      Date:05/22/2025

      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.
      The Crunch Fitness Arboretum is a great gym that I like to use while home from college. While i left i put my account on a maximum freeze which was 4 months. I was then told I could refreeze when that expired. I called and the manager ***** said to email my class schedule and they would freeze my membership until May when i came back from school. I continued to be billed for those months even though I was not supossed to. Upon coming back and speaking with ***** they claimed they could not find the email even though I have the reciepts and it was sent to the right address. I believe the email was deleted. ***** said he would sumbit something so that I get billing credits for future payments. Which more than a week later i did not revceive and was charged again. I again spoke to ***** where in a condescending tone he brushed me off and said it would happen when it happens and to not worry even though i was charged again. I should not be provided bill credits but should be refunded as the charges were made incorrectly.

      Business Response

      Date: 06/13/2025

      Good Afternoon,

      Management Response:

      We are going to credit the 3 months back to the account.  This was relayed to the member in person by the referenced GM

      Thank you,

    • Initial Complaint

      Date:05/21/2025

      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.
      Crunch fitness Murfreesboro TN uses and online membership signup which allows minors to sign up for a membership. To be allowed into the gym an adult must give them permission. Without permission Crunch Gym will still honor the minors membership and take payments out of a minors account, but will not let the minor use the gym. The membership of a minor should never be complete and binding without the permission of an adult 1st. Without that they are stealing money from a minor with no actual services being rendered. They would not even cancel the membership and said "they can do nothing"

      Business Response

      Date: 06/04/2025

      Good Afternoon,

      Management Response:

      This has been resolved. I spoke to father ***** and mother *** and have resolved the situation and coached *** ***** on customer service and to ensure we hear our Members out and support them the best way possible. 

      Thank you,

    • Initial Complaint

      Date:05/21/2025

      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.
      They would not let me cancel over the phone and so I went and got my bank to block their charges and when I went in person they made me pay for 2 months after I already tried to cancel in order to cancel. Theyre robbing people!

      Business Response

      Date: 06/04/2025

      Good Afternoon,

      Management Response:

      Per the agreement, cancellation must be done "in writing".  Most members prefer signing the quick form in person, so they get acknowledgment of cancellation, but phone cancels are not legally binding and thus are not allowed.  

      Thank you,

    • Initial Complaint

      Date:05/20/2025

      Type:Order 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.
      Cancelled contract in February 2025. Still being charged. Employees will not answer phones and when you do get an answer they hang up on customers instead of dealing with issues

      Customer Answer

      Date: 06/14/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair 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 forgot to cancel my membership at Crunch Fitness in ******** before heading home for the summer. I live an hour and a half away, and so requiring me to drive all the way there just to sign my name for cancellation or my membership is overburdening and unreasonable. I have called, which is when I was told about in person requirements. I emailed and was ignored, I emailed again and was ignored again. I reminded them about the **** federal regulations on click to cancel, which although are not yet enforced, are still federal regulations that companies should be eager to comply with. They are making it unnecessarily difficult to cancel my membership, and I am going to file a complaint with the *** as soon as the regulation becomes enforceable in July. However, it would be nice to figure out a peaceful and respectful solution to this situation, regardless of their behavior.

      Customer Answer

      Date: 05/20/2025

      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:05/18/2025

      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.
      The vendor is Crunch Fitness at the Arboretum, *********, **. I am seeking a full refund for a personal training package I just purchased.I had a personal training package which had two sessions left as of May 1, 2025. I wanted to continue working with the personal trainer I had been working with and purchase another 32-session package. On May 1 I let the trainer know that I would purchase another package the following week and he told me there was a sale and I would get the sale price if we charged my card as of May 3, so I agreed. The purchase went through for May 3. On May 6 I had the last session from the previous package with my trainer. On May 7 ***** from Crunch Fitness called to tell me the trainer had been put on "indefinite leave" (I was subsequently told he was terminated). I told ***** immediately I wanted to cancel the new package I had just purchased which had not yet started (it would have started on May 8 which was my next scheduled session). I told him the only reason I purchased the new package was to continue the program the trainer and I had been working. ***** said he would get back to me. I last spoke with ***** on May 12 and he said they would refund 1/2 of my money, I said this was not acceptable, I should get a full refund. I have also not received that "decision" in writing. The District Personal Training Leader **** ******* has not called me (as ***** told me he would) or responded to my 2 emails. I cannot reach anyone at corporate. When you call the corporate number, a message refers you back to your local gym for refunds.I just want this charge refunded on my credit card. I do not want this package, which never started, since the trainer has been terminated. This is a straightforward issue. That I cannot get anyone who has authority to resolve this to communicate with me is pretty astounding.I just want what is right and there is no reason that Crunch cannot provide a full refund to me under the circumstances as described here.

      Business Response

      Date: 06/04/2025

      Good Afternoon,

      Management Response:

      District Manager contacted the client and will be issuing her the requested refund.

      Thank you,

    • Initial Complaint

      Date:05/16/2025

      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.
      First issue Crunch fitness ************************* ******* is giving me a problem with down grading my membership. Crunch Fitness is not letting me have ***** periods I haven't came in the often with them, they won't let me carry over the time I haven't came to carry over. Pure greed on their end. Second thing is they're telling me I can't downgrade my membership unless I pay $20 which is already hard because I'm disabled and have PTSD which makes it harder for me to work they knew this. I asked to let them let me keep coming in until I can resolve the billing issues with ****** which I said I would pay They asked me to not come in until I can pay which seems like they're taking advantage of the money part but they won't let me carry over my time that I haven't came in, it's like well we can't do that. I hopeful that we can't figure this out. Because if not that's pure corporate greed. So hopefully we can figure this out. Like extend the ***** period because it's not my fault it's ****** fault for not letting me pay. I am looking for a resolution with this.

      Business Response

      Date: 05/19/2025

      Good Afternoon,

      Management Response:

      Similar to other subscription models, the time doesn't carry over.  If the account is in good standing, access is granted.  If behind on invoices, access is restricted until full payment is made.  For this specific reason, we prefer ACH billing on file for a seamless process regarding monthly payments.

      Thank you,

    • Initial Complaint

      Date:05/15/2025

      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.
      In May 2023, I purchased a personal training package at Crunch Fitness Bandera (*****************************************************************, totaling approximately $3000 or more specifically $******* the time of purchase, I was explicitly told by staff that the agreement wasnt set in stone and that I could modify or change it later if needed. Based on that verbal assurance, I agreed to the contract.Over the following months, I made multiple requests to modify the agreement, including asking for a change request form. I was repeatedly told such a form did not exist. However, the form was eventually shown to meonly when the staff were leaving their jobsproving it had been withheld from me all along. This deception directly prevented me from exercising my right to adjust the agreement as I was led to believe I could.I later found out that my unused training sessions had expired on March 11, 2024, and August 7, 2024, without any warning or notice. I was not clearly informed that the sessions had a hard expiration date when I signed up. If I had been told thisor been allowed to submit a change form as I originally requestedI would have been able to use those sessions before they expired. I had 7 sessions left which totaled about $700 or more specifically $672.Crunch Fitness has not made any attempt to resolve the issue despite multiple efforts to communicate with the location. I am requesting either (1) reinstatement of all unused, expired sessions, or (2) a fair refund for the remaining value lost due to their failure to disclose expiration terms and honor verbal assurances.This is a clear case of misrepresentation, failure to disclose material information, and unfair business practices that resulted in financial loss.

      Business Response

      Date: 06/02/2025

      Good Afternoon,

      Management Response:

      Dear Better Business Bureau,
      Thank you for bringing this matter to our attention. We appreciate the opportunity to respond to ******************* concerns regarding expired personal training sessions.
      Background:
      *** ******* purchased personal training sessions on 6/2/2023. His membership was cancelled over a year ago, and seven sessions remained unused. According to our agreement, personal training sessions expire after three months of inactivity. While his sessions expired in 2024, *** ******* contacted us in May ********************************** reinstatement of those sessions.
      Actions Taken:
      May 19, 2025: Our leadership team reviewed *** ******** concerns and agreed to reinstate the seven expired sessions as a one-time courtesy.
      May 21, 2025: *** ******* declined to use the sessions and instead requested they be transferred to another individual, ******* *******.
      May 22, 2025: Although session transfers are not standard policy, we obtained executive approval to honor his request. The sessions were successfully reassigned to the designated individual.
      Resolution:
      We believe this solution fully addressed *** ******** request in a fair and customer-oriented manner. We have received no further objections and consider this matter resolved.
      We are committed to providing transparent and flexible service and sincerely appreciate the opportunity to ensure member satisfaction.

      Thank you,

    • Initial Complaint

      Date:05/14/2025

      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 cancelled my gym membership on April 28th in person, as they went up in price without my knowing and I hadnt been going in about a year. They then continued charging my account and said my account is still active and are now charging late fees. When I called the ** was extremely rude and told me he voided my cancellation. This cannot be legal when I already cancelled my membership.

      Business Response

      Date: 05/27/2025

      Good Afternoon,

      Management Response:

      5/20- I confirmed today that the 2 late fees were removed and the membership is CXLD.

      Thank you,

    Crunch Fitness is NOT a BBB Accredited Business.

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