Fitness Center
Crunch FitnessHeadquarters
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Complaints
This profile includes complaints for Crunch Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,101 total complaints in the last 3 years.
- 553 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/09/2025
Type:Billing IssuesStatus: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,
Initial Complaint
Date:05/09/2025
Type:Billing IssuesStatus: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 had attempted to cancel my gym membership and I was met with fees that were not outlined in the contract. I sent them multiple notices of cancellation but they continue to attempt to bill me despite having cut them off from access to my bank account and leaving the area. They continue to increase the outstanding amount after multiple months of declined charges. They believe and have expressed to me over the phone that theyre allowed to bill me indefinitely. I hope that they stop and cancel my membership as outlined in the contract.Business Response
Date: 05/19/2025
Good Morning,
Management Response:
What he's telling BBB and us is two different stories. He was willing to pay all his past dues and was canceled quite easily. Member is happy with the solution.
Thank you,
Initial Complaint
Date:05/09/2025
Type:Billing IssuesStatus: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.
Crunch Reno charged me double for in April. Crunch Reno attempted to aquire a 3rd payment in April by falsely claiming they refunded the first two. I have never recieved any reversal to my payment card.Crunch *************** has also ignored my request for transfer to Winchester Crunch. In May my card blocked their payment on 7th for ***** since it's Reno and I am in **********. I called on 7th to talked to **** manager about this and he said not to worry about this payment and that I should be covered for May. He then basically let me get charged "autamatically" on the 9th not only ***** but also late fees and totaling ***** by abcfitness on their behalf.They mal practice and charge customer more than they should or agreed. On May 9th I contacted abcfitness. **** 9th of 2026. *** said it will not be refunded. They dip my bank account every Monday Wednesday Friday.Business Response
Date: 05/27/2025
Good Afternoon,
Management Response:
This account was transferred out as of 5/14 and is showing inactive on our end. See screenshots attached.
Thank you,Initial Complaint
Date:05/09/2025
Type:Product IssuesStatus: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 am a founding member since 2021 at ********************* ************ My contract states as a founding member my rate will not go up. I was paying *****. Then you imposed some 2 dollar ************** which raised it to *****. Today the price went up again for no reason to ***** NO ONE will fix this. You have no customer service that cares and I am getting tired of fighting my local gym who says they cant fix this. I want this fix or I am going to start lashing out across the internet about crunch. Seems to be the only thing you understand. Really aggravating that you dont have customer service and dont care about loyal members. I will just join another gym and dispute all charges based on breach of contract!!I want this fixed permanently and I want a refund for the extra charges above *****. Unacceptable!!Business Response
Date: 05/19/2025
Good Afternoon,
Management Response:
Area Supervisor) contacted the member and explained the change in pricing. We waived his next month for the lack of communication and inconvenience.
Thank you,
Initial Complaint
Date:05/08/2025
Type:Order IssuesStatus: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.
I signed up for a month to month membership at Crunch Fitness is ******************. I was told I could cancel any time. I signed up on 4/2/2025 with my next payment to be taken out on 5/2/2025. Payment was taken out on 5/2/2025. I sent a request via an internet form on 5/2/2025 asking to cancel my membership. I could only cancel at the location. I called the number that they sent to me in an email and asked to cancel. I was then told that I had a 90 day commitment and could not cancel. I was not informed of this so I asked for the copy of the agreement that I signed. He provided copies of an agreement, but it did not include anything about a 90 day commitment nor did it have my signature on it. I was finally able to speak with the manager and he told me the same thing, that he couldnt cancel me before the90 days. I again asked him to send me something showing that this is their policy and that I signed it. He has been giving me the run-around and Ive not heard back from them.Business Response
Date: 05/19/2025
Good Afternoon,
Management Response:
Area Supervisor contacted the member and sent her a copy of her agreement. She left the call pleased with the outcome.
Thank you,
Customer Answer
Date: 05/19/2025
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:I never received a copy of the agreement and I was not satisfied with the outcome. If they cannot provide the signed agreement I would be satisfied with a refund of the additional monthly and yearly fee being refunded. Otherwise this is resolved but not to my satisfaction.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ********
Initial Complaint
Date:05/08/2025
Type:Order IssuesStatus: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 requested to cancel my membership at Crunch in April of 2025 after moving away from the area the crunch gym was located. After calling the gym I was told I could not cancel over the phone and would need to email the gym. I did so, asking the manager to cancel both my wife's and my membership. Though after confirmation of cancellation, Crunch fitness representatives continue to relentlessly call my wife asking for her to pay membership dues despite us cancelling our memberships. The representative was insistent that my wife would need to send a certified letter to the gym in order to cancel her membership (Really, a certified letter? What year is this?). Additionally, the representative noted we would need to pay back dues despite the Crunch Fitness manager telling us otherwise and stating our membership had been canceled VIA the previous email I had sent. Really, a certified letter? Like what year is this? Reading through other complaints here, it seems very apparent that intentionally making the membership cancellation process difficult for customers is part of the business strategy of crunch fitness.Business Response
Date: 06/02/2025
Good Afternoon,
Management Response:
Our response:
We did receive an email from **** ******** requesting to cancel on 12 April 2025.
His cancellation form was processed at the club on 16 April 2025. At that time he was charged $19.99 for his monthly dues that were due on 17 April 2025. His membership requires a 30-day advance notice period.
On 18 April 2025 this member filed for a chargeback for the $19.99
The home office staff, upon seeing this members account was now past due, recharged the $19.99
On 22 April 2025 the credit card chargeback was reposted, which we assume means our processor disputed the chargeback, and was successful in reversing it.
A refund to this member for the additional $19.99 charge has been submitted
With regards to the wife of **** ********, we do not know her name or her membership number, and we have no other active member with the last name ********. We have tried to reach out to **** ******** to get more information about his wifes membership but as of today we have not received any response. If you can help us get the information on his wife we will work quickly to try to resolve his concerns.Thank you,
Initial Complaint
Date:05/08/2025
Type:Product IssuesStatus: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 November 2024, I visited Crunch Fitness in person to cancel my membership. I was told the cancellation was processed, and I have not used the gym since. Despite this, Crunch continued charging me $200/month for the following five months. After I changed my debit card, they bypassed it and began charging my account directly using my banking information, which I did not authorize.I contacted ********, who deemed this unauthorized access and reversed the charges. They also advised that I consider filing a police report. When I called Crunch, they claimed there was no record of my cancellation.Ive attempted to reach the gyms manager multiple times over the past several days by phone and email. They have not responded, and it appears they are deliberately ignoring the issue rather than addressing it.Under New York State law S.932D / A.4667B (effective 2025), health clubs must process cancellations and issue refunds within 10 business days. They also must allow cancellations online and honor timely in-person cancellations. Crunch failed to meet these legal obligations and continued charging me without ********** requesting confirmation that my membership is fully canceled, all future billing is stopped, and that I am refunded for the months I was wrongly charged. If this is not resolved, I am prepared to escalate with the NY Attorney General, FTC, and local authorities.Business Response
Date: 05/09/2025
Hello,
Thank you for reaching out with the concerns. Our records show club management has been in touch regarding the concerns presented. While law dictates that cancellations are processed within 10 days of receipt of request, agreement terms, conditions, and policies are still in effect. We have no record of an attempt to request cancellation. Additionally, per agreement terms and conditions, cancellations need to be requested in writing via online contact us submission, email to us, or any other written submission. We have always had an online option to request cancellation, and are in compliance with all laws. Verbal requests or phone calls to cancel are not accepted or honored per member agreement terms and conditions. Billing is not based on usage, and charges are not prorated or refunded on the basis of non-use like all live service subscriptions. We unfortunately will not be proceeding with a refund without written proof of a request submitted to us prior to any billing cycles in question. The membership has since been cancelled to avoid any further charges.
Crunch Member Services
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:I am not satisfied with Crunch Fitnesss response and would like to provide an update.
After filing my original complaint, I spoke with the manager, who has continued to avoid accountability and misrepresent the situation. She falsely claimed I never canceled my membership, despite the fact that:-She acknowledged during our conversation that I have not been back to their gym since December 12,
-I started a new membership elsewhere that includes access to Crunch locations, making it illogical to maintain two memberships, and
-My bank records confirm that I attempted to cancel the original membership as far back as December, shortly after visiting the gym in person in November to do so.
Despite all of this, she still attempted to charge me for another billing cycle even though I had clearly canceled months earlier.
I consider this a fraudulent and dishonest response to a valid complaint. I am requesting that Crunch:Acknowledge my original cancellation,
Stop any future billing, and
Refund all charges made after November 2024.Thank you for your continued assistance in resolving this matter.
Sincerely,**** ******
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
**** ******
Business Response
Date: 05/23/2025
Hello,
We apologize for your continued frustrations. We reviewed your account, notes, available documentations, and we regret to inform you that we stand by our final decision and there is nothing more we can offer.
Crunch Member Services
Initial Complaint
Date:05/07/2025
Type:Billing IssuesStatus: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 tried cancelling my gym membership at Crunch Fitness months ago but they told me no various times. Now theyre saying I owe a great amount of money when I tried cancelling because I couldnt afford it in the first place. Keep in mind I offered to pay the cancellation fee but they are making it very hard to cancel and are threatening with legal action.Business Response
Date: 05/19/2025
Good Morning,
Management Response:
I called ****** and left her a message that her membership is now cancelled and there is no balance. ABC zeroed out the balance and I removed it from our collection company.
Thank you,
Initial Complaint
Date:05/06/2025
Type:Order IssuesStatus: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.
Yes my complaint is about you paying your yearly membership fee. Which being a member of Crunch Fitness means you are a member and paid the membership fee. So to get to my Chief Compliant they put restrictions on the Locations where you can visit due to the plan you choose and plus they gave false advertisement. Saying you can visit any Crunch Location being a Member. However, once you sign up and you choose the Basic Plan then they tell you that you are confined to just that location. The membership has nothing to do with the fitness plan you choose. All three fitness plans pay the same Membership fee I believe it ***** annually. So everyone regardless of what plan you choose you should be able to visit any location. I feels this being basis. And unfair business trade.Business Response
Date: 06/04/2025
Good Morning
Management Response:
To Whom It May Concern,
We appreciate the opportunity to respond to the recent concern submitted by ***** ******** regarding her membership and access to Crunch Fitness locations.
1. Response to Issues Raised by the Complainant:
*** ******** expressed concern that as a Crunch Fitness member paying an annual membership fee, she should be granted access to all Crunch locations regardless of the membership tier she selected. She believes this was misleading and constituted false advertisement, as she expected open access to all locations as a base-level member.
To clarify, Crunch Fitness offers multiple membership tiers, each with clearly defined access privileges:
Base Membership Access to the members home gym only.
Peak Membership Access to all Crunch Fitness locations nationwide, plus some additional amenities.
Peak Results Membership Access to all Crunch Fitness locations nationwide, plus access to all amenities and child care included.
These distinctions are clearly presented at the point of sale, online during self-sign-up, and in the membership agreement signed by the member. Additionally, signage and printed marketing materials outline the differences between tiers, including location access.
The annual fee, which *** ******** referenced (standard across all membership types), is separate from the tier-specific monthly dues and is used to maintain facility upgrades, equipment, and club improvements. While the annual fee is the same for all members, access level is determined solely by the membership tier chosen by the member.
2. Evidence Supporting Our Position:
A signed membership agreement confirms that *** ******** opted into the Base Membership, which includes access to a single home location.
Marketing and contractual materials at the time of sign-up detail the differences between membership tiers, including access limitations.
*** ******** had a documented phone conversation with our Florissant Managing Partner, ****** *******, during which the membership structure was reviewed in depth. *** ******** confirmed her understanding at the conclusion of that meeting.
Mariah noted in her documentation that *** ******** appreciated the explanation and expressed interest in potentially upgrading her membership in the near future.
3. Explanation of Why Relief Sought Cannot Be Granted:
While we understand *** ******** perspective, the limitations associated with her membership tier were clearly defined and agreed upon during enrollment. The Base Membership does not include access to other Crunch locations, and this is not a function of the annual fee but rather of the membership tier selected. Therefore, granting multi-location access without a membership upgrade would be inconsistent with our pricing structure and unfair to members who have chosen higher-tier memberships specifically for this benefit.
We are committed to transparency and ensuring that each member fully understands their membership benefits. We are pleased that *** ******** had a productive conversation with our Managing Partner and ended the phone call with clarity. We would be happy to assist her with an upgrade if she chooses to do so in the future.Thank you,
Initial Complaint
Date:05/06/2025
Type:Product IssuesStatus: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 am writing to formally express my dissatisfaction with my recent experience at Crunch *****************, specifically regarding billing issues and poor customer service.I have attempted to contact **** *******, the regional manager, but have received no response. I reached out to him on linkdn and ********, because his general manager would not provide me contact information. Additionally, I was provided the email address ************************************************* but no one responded to my cancellation notice or my initial ************ a One Pass Elite Member, I was assured that I would have access to the gym facilities without being charged. However, despite presenting my One Pass information to your staff, I was billed for membership dues for two months, along with late fees. An associate informed me that I would not be charged, which was clearly not the case. I was later told that this associate was not trained to handle my request and was no longer employed there, yet I was advised to come in for a credit to rectify the situation.When I brought this issue to the attention of the general manager, *******, I found her response to be both defensive and unhelpful. Despite my attempts to clarify the situation, she refused to honor my One Pass benefits and did not provide me with any contact information for ****, the regional manager. Her demeanor was condescending, which only added to my frustration.I feel that I have been unfairly treated and misled regarding my membership. Given the circumstances, I believe it is necessary to escalate this matter to corporate, as I expect better handling of customer interactions and clarity regarding billing issues.I have also updated my ****** review to reflect this situation, hoping that no one else is misled or penalized due to the incompetence of Crunch associates.Thank you for your attention to this matter. I hope to receive a prompt response to resolve this situation.Business Response
Date: 05/16/2025
Good Afternoon,
Management Response:
We are crediting the account. Area Supervisor **** reached out and communicated with the member in question.
Thank you,
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