Complaints

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

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  Crunch Fitness

  22 W 19th St Fl 3 New York, NY 10011-4204

• 

  Crunch Fitness

  1150 Park Pl San Mateo, CA 94403-1599

• 

  Crunch Fitness

  113 4th Ave New York, NY 10003-4904

• 

  Crunch Fitness

  691 Fulton St Brooklyn, NY 11217-1212

• 

  Crunch Fitness

  1109 2nd Ave New York, NY 10022-1238

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:05/15/2025

  Type:Product 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.

  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:

  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.

  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,

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Im writing this complaint in-regards to CRUNCH *********** located at **************************************************************. I emailed the manager of this location ***** ******, on 04/07/25 to say that I couldnt afford my membership anymore and that my dues for March caused my bank to overdraft which in turn caused me to receive overdraft fees. My account was in good standing with crunch at that time but now my bank account was not. In the email I also mentioned that Im aware of the new NYS law that requires gyms to not be difficult about cancellation, because anytime Ive had an issue ***** ****** REQUIRES me to come in person. My husband had serious spinal surgery on 10/28/24 and to put my account on a freeze it was required I come in to do so. Other gyms would have done so over the phone or through email but not here. Anyway back to the email from 04/07/25, ***** ****** told me she could cancel my account but I would still have to pay Aprils dues which were due on 04/27/25. I have not gone to this gym since January, I have paid for months that I did not even go to and even after requesting my account be canceled because I have no money I was told I still have to pay for another month that Im not even using. I explained that I wouldnt have money, which I still do not have and everyday Im getting calls from crunch headquarters asking for Aprils dues. Technically Im not even a month late and I was getting calls from crunch headquarters days after my due date. I explained I do not have any money but Im told Ill have to pay late fees on top of my balance. Im being punished for being poor. This is evil and Its not a business I would even want to give my money to when things get better for me. ***** ****** is a great manager because she screws over paying customers and puts the business first. Even after explaining to her my situation when my account was in good standing she refused to help and now I owe a balance for a gym I havent gone to in months.

  Customer Answer

  Date: 06/09/2025

  At this time, I have been contacted directly by Crunch Fitness regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  The situation had gotten worse. I was charged $55 for Aprils dues  

  Then on May 22nd I received an email that my cancellation request was canceled (which I did not do) and I contacted them directly for help and was told that an manger would call me back and no one ever did and they did not help me. Then I was charged on May 27th for another $55. For a gym I havent gone to since January. I requested a cancellation on April 7th 2025 which I have submitted proof for. When I called on May 27th I had called multiple times and each time a manager wasnt there, or stepped out or couldnt talk to me. My husband had to intervene and they still didnt provide any help or refund. All that she said she would do is make sure the cancellation went through this time so I wouldnt get charged for June. So I had to pay for April and then was charged also for May. They refuse to refund either month and said it is not up to them but their system decides. Its not fair that I was charged twice after requesting a cancellation before my payment date.  I want a refund for both months of $110 and if crunch *********** doesnt then I have to escalate this to crunch head quarters and will have to file another claim towards them directly. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ****** *****

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair 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.

  I joined Crunch Fitness - ****** with the hopes that I could fit them into my day to day routine. It just did not work out for me. I chose the month to month plan, knowing it may not work out. When I went to cancel, my membership had miraculously changed to a year long contract. To add insult to injury, the club manager and district manager has declined to cancel the membership despite there being clear leave to do so in the contract. The contract clearly states that if the member resides more than 25 miles from the facility, they may cancel. I reside more than 30 miles from the facility. This was brought to their attention and they've simply declined to honor it. I did dispute it with my credit card company and they have since blocked charges due to their fraudulent and predatory business practices however I am being inundated with texts and emails from Crunch asking for payment. I would like the membership canceled.

  Business Response

  Date: 05/19/2025

  Good Morning,

  Management Response:

  This has been resolved for member ******* ******* #**********
  
  
  Here is the resolution on this account:
  
  
  - membership cancelled with no further billing (waived 30-day cancellation billing)
  -refund submitted in the amount of $26.99 for a charge on 5/9/25
  
  
  The member has been notified of the resolution and the account noted accordingly.
  
  
  Thank you, 

• Initial Complaint

  Date:05/13/2025

  Type:Product 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.

  Canceled my membership December *********************************************************************************************************************** March they properly processed the cancellation supposedly and offered us a refund of $60.26 for the two months we were charge that we did not utilize the membership we have received $30.13 from that over the past 3 months we have received lies and basic incompetence from the supposed managers of that location in ******* and basically the runaround of why we haven't received our money. They owned their mistake with the cancellation and they own they owed us a specific amount of money all we're asking is that we get our money back in a reasonable time frame and that has not occurred. We plan on going to ****** for a review so other people don't have this issue in the near future as well as the better Business bureau and any other outlet that we can report their dishonesty too.

  Business Response

  Date: 05/19/2025

  Good Morning,

  Management Response:

  Member initially attempted to cancel in December 2024.
  In March 2025, the member returned to request cancellation and provided email confirmation for an April cancellation.
  The April invoice was zeroed out on the member's account, but the membership was not canceled.
  Cancellation was processed for May after the May 6th invoice.
  Member blocked their card, distrusting crunch after being charged again. 
  Member's primary concern was a lack of communication from club management.  She claims to not have received messages or emails after requesting to speak to the managing partner.  
  I have personally refunded $30.13 today. ******* ******* MPIT has assisted with clearing the remaining balance and processing the cancellation effective today.
  I am informing the member today that the issue has been resolved and they should follow up next week (within five business days) to confirm.

  Thank you,

• Initial Complaint

  Date:05/11/2025

  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.

  I have been a Crunch Member for a little over a year now. I have been relocated to another state for the military and thus cannot personally go into my "home" gym to cancel the membership. I called a couple months ago to inquire about cancelling my membership and was told I had to come in person or send a letter. I wrote and sent a letter stating my intent to cancel my membership and assumed they received it. However, since checking my bank statements I see I have been charged for the past couple months. I suppose the letter was "lost" and I have recently called again to inquire about the cancelled membership and was told I still had to either arrive in person or send another letter. I would send an email to the company if they had an email I could use. In addition, I received a new debit card upon my relocation and did not give this information to Crunch Fitness, but somehow they still continued to charge my new card; this seems like a very shady practice, as I do not know how they could have gotten my new card information. I want my membership with Crunch Fitness cancelled and an email from them stating that I will no longer be charged for services that I have not been using, and will not continue to use.

• Initial Complaint

  Date:05/10/2025

  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.

  I have been trying to cancel my membership with crunch fitness since 2024 because I have never used they're services. I have never went to this gym to exercise. I originally signed up for the $10 base plan and every month I have been charged $19.36. No employee at crunch fitness told me about any fee's. No one told me that if I am late on making a payment they charge my account an extra $15.00 Each time. I do not want to pay for a gym membership that I have never used. I have since then lost my job, i have no income. I have tried to cancel my membership, and was told i had to pay the past due balance before i could cancel including a $56.00 annual fee! Every time i attempted to cancel with them, they would offer me a new start with them, and promise to throw out my previous balance, so i can begin a new membership plan with them. Its called a forgiveness program. So on april 8th 2025 when i tried to cancel, a representative convinced me to start a new membership with them, and they would throw out my previous balance of $200 which I could not afford. So the representative told me all i had to pay that day was $10 down that day, which i did pay over the phone. I did not sign a new agreement. I am now pregnant and sick. I went to cancel this new membership, and was told I can not cancel until after 90 days. Which means they are going to charge me that $53.00 annual fee before I can cancel. I went to my local crunch fitness to explaine to the representative that I am pregnant and not well, and can not use they're services. And he was not able to assist me. This is unacceptable. All I am asking for is for this membership to be canceled, and If possible a refund because last year on may 14th i was charged $18.29 membership fee, June 8th 2024 $18.29 membership fee, july 3rd $53.46 annual fee, on July 9th 2024 $18.29 membership fee, april 8th 2025 $10 down payment, april 10th 2025 $19.36 membership fee. I feel like I am being forced to stay with them. Please help me.

  Business Response

  Date: 05/19/2025

  Good Afternoon,

  Management Response:

  Both memberships have been cancelled out-- effective 4/9/25.  If the member continues to be billed, please have her contact the club and we will get this resolved asap.

  Thank you,

• Initial Complaint

  Date:05/10/2025

  Type:Service or Repair 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.

  I was in a car accident and I have a disc replacement. There's only certain machines that I can work on. And every time I come to the gym, somebody sitting on it, not using it using their phone. So there is no revolving workout here. I have to cut my work out short because there's only certain things that I can ***** I no longer want to come to this gym. I want to cancel but they tell me. I have to pay the 3 months in advance to cancel. Which I think is not fair if i'm not able to use the amenities that is offered

  Business Response

  Date: 05/19/2025

  Good Afternoon,

  Management Response:

  Area Supervisor spoke with the member and once she provides us medical documentation we will cancel out the account in question.  

  Thank you,

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There is a law called the Hippa.Which I do not feel comfortable with turning over my medical records to a company to cancel a membership

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *****
  
  
  
  
   
  

  Business Response

  Date: 06/06/2025

  Good Afternoon,

  Management Response:

  "We are aware of HIPPA and the rights it preserves.  We are not restricting the right to cancel, we are simply providing an opportunity to cancel without 30 days notice being required.  If you would prefer to not share medical documentation, we align, and will process the cancellation with a 30 day notice.  Please let ******** or the local club know how to proceed."

  Thank you,

• Initial Complaint

  Date:05/10/2025

  Type:Sales and Advertising 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.

  **** ****** at Crunch *************************** emails. This has been going on for more than one year. I want him to refrain from contcting me. I am not interested in Crunch gym.

  Business Response

  Date: 05/12/2025

  Hello,

  Thanks for your concern. You have been opted out of all email communication, and this has been communicated to the individual to ensure no more emails are issued in anyway.

  Crunch Member Services

• Initial Complaint

  Date:05/09/2025

  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.

  I went to the gym at ************************************************************************** for a few months, paid my annual fee and then went to cancel the membership, I got a new debit card so and the last payment did not go through, I received an email saying that I still had to pay the last payment, so I went in person to get it resolved and the employee said my account hadn't actually been correctly canceled, so they closed it for me. Then I kept getting emails about the price I owed and it kept increasing over time so eventually I went back in person to the same original crunch fitness and spoke to the manager and they said that they got it resolved and I was all good didn't even need to pay, but now I get calls from a 913 in ******************** number and they claim to be from debt collections telling me the price I owe is over $100 now and they urge me to pay over the phone saying they are holding an offer for me to be $75, I said oh can i just check the collections website and they urge me to pay over the phone, it sounds like a scam since I don't even receive emails from crunch fitness anymore, like they sold my information to this company I don't know if it is a scam or legit. I have contact crunch fitness corporate via email and they never have responded for assistance.

  Business Response

  Date: 05/27/2025

  Good Afternoon,

  Management Response:

  I reached out to *** ****** and did not reach him. I had left a voicemail explaining that all he had paid was his two monthly memberships as well as his annual fee. There are no further charges nor any other outstanding balance on his account. It is cancelled as of 4.23.25. 
  
  
  I did not receive a call or message back from *** ******. 

  Thank you,