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

  113 4th Ave New York, NY 10003-4904

• 

  Crunch Fitness

  1150 Park Pl San Mateo, CA 94403-1599

• 

  Crunch

  60 Serramonte Ctr Daly City, CA 94015-2345

• 

  Crunch Fitness

  691 Fulton St Brooklyn, NY 11217-1212

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:05/01/2025

  Type:Order 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.

  Crunch fitness of ********, ** refusing to cancel my membership after multiple attempts of reaching out. Was informed I would need to cancel in person, which I was unable to as I was in town for a travel nurse assignment and had to leave abruptly due to my fathers death.

  Business Response

  Date: 05/16/2025

  Good Afternoon,

  Management Response:

  The complaint has been resolved.

  Thank you,

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 new location deal back in Dec 2024, I have not had time to actually use the account, so I went online in February 2025 to cancel, I had to do a request to cancel because my location does not allow for online cancellations, I never received an email or call regarding my request, I then in early March 2025 emailed the location with no replies. In April 2025, I finally went in and told them I wanted to cancel and request a refund since I never even used the account, I also wanted a refund for the annual fee. They had me fill a cancellation request log, and that it should take a week to process and that I should be able to get a refund for all of the $158.69, I checked today (April 30, 2025) and I see it tried to charge my CC and now says I have $5.00 past due bill. I cancelled over a month ago and it doesn't have any date on my Membership End Date field. This is crazy of how many loops you have to jump thru just to cancel, it should be as simple as going online and clicking "cancel membership".

  Business Response

  Date: 05/12/2025

  Good Morning,

  Management Response:

  I have cancelled this agreement and emailed to waive balances and refund payments. Cleaned the slate for this individual.

  Thank you,

  Customer Answer

  Date: 06/12/2025

  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:
  

  
  

  Hello,
  
  I thought this was resolved, I got the refunds, but yesterday 6/5/25, they used my debit card for my main checking account and charged me $49.83, so they did not actually close my account.
  
  Thanks
  
  ****** ******** 

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 07/06/2025

  Good Morning,

  Management Response:

  I looked into this account and I can confirm it was cancelled as well as provided a reversal on the payment below for the requested amount back in May. I have reached out to member as well to confirm via txt per his request. See attached.
  
  This should have been closed out. Thanks!

  Customer Answer

  Date: 07/08/2025

  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:04/30/2025

  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.

  This company is price gouging my account that has had a declined payment for several months, Ive also attempted to cancel via emailing them, (as seen in photos) I used their online cancellation service as well with no response, Ive left voicemails to the number listed to call without response, and they just keep adding money to a bill for no reason. This is an attempt to steal at this point. I have not been to their business or used their services in close to 3 months. My payment was declined several months ago, which obviously means if I attempted to use their gym facility- I would rightfully so not be able to as my payment was declined. This this makes my account with them inactive technically, yet this company still has been adding monthly fees on top of this unused account. I have never seen or heard of this. This company is being demanded to remove the close to $90 that they kept adding to this account for no reason. Once that is done I am happy to pay my justified initial balance. This is wrong. I also want my account cancelled as Ive attempted to do many times. I know there is a new law in place that requires gyms to allow phone or online cancelling. I will NOT be going in to complete this. Truly horrible business practices by Crunch fitness.

  Business Response

  Date: 05/05/2025

  Good Afternoon,

  Management Response:

  The member has been contacted by our GM and we are awaiting response from the member.
  
  We are looking for the original email sent by the member and we will honor the cancelation as of the date of the original request. We will waive all late dues as well and will only charge the original balance. 
  

  Thank you,

• Initial Complaint

  Date:04/29/2025

  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.

  I came in to sign up for a gym membership and was asked if I wanted to do a body scan for ten dollars. I asked if I had to do it and he said no but kept pushing me to do it anyways after I repeatedly said I was not interested. He had the card reader ready for me to sign for the charges and I once again said no. After that he appeared to cancel the transaction and I walked away to work out. Maybe an hour later I get an email saying my card was charged from my bank and another from the gym saying Im scheduled for something I explicitly turned down. I would like a refund and i would like to cancel my membership.

  Business Response

  Date: 05/16/2025

  Good Afternoon,

  Management Response:

  Member has been refunded and I am working with IT to require a signature for purchases at WR.

  Thank you,

• Initial Complaint

  Date:04/29/2025

  Type:Order 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 on Wm, ****** in ******, **, since March 28, 2025. I was told I have to come in in person or send them my cancellation notice via mail. Accorinding to Texas S.B. 1835 I can cancel by electronic mail, over the phone, or the gym's website. I have tried to cancel via email, the gym's webiste, and over the phone. I keep being told I am not able to do that. They have continued to charge me and are violating the law. I am unhappy with this gym and their service.The law states: S.B. 1835:Expands the options of a customer to submit a notice of cancellation by electronic mail, over the phone, on a website, or in-person rather than written and mailed to the address of the health spa home office.Requires a health spa contracts to allow a customer to cancel with thirty days' notice after the third day of the membership.Enables customers to cancel a membership when they move more than 25 miles from a health spa's location by providing a notice. Enables customers to cancel a membership if they receive orders from a doctor that they cannot use the service for more than 3 months.Requires a health spa to accept a notice of cancellation via website if such contract was entered into via website.Requires that refunds be made within 48 hours rather than 30 days.Decreases the time necessary for a disability cancellation from six months to three months. S.B. 1835 amends current law relating to certain contract and notice requirements for the cancellation of a health spa membership.

  Business Response

  Date: 05/05/2025

  Good Afternoon,

  Management Response:

  We have resolved the members concerns as follows:
  The member has been contacted directly by club management for confirmation of receipt of concern/cancel request
  Membership has been cancelled effective immediately, waiving any 30 day future date
  Member has responded and is aware of next steps for cancellation and refunding
  Processing a refund effective Monday 5/5/2025 (ABC processing) for all billing, to include ****** drafted post-original cancel request

  Thank you,

• Initial Complaint

  Date:04/29/2025

  Type:Customer Service 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.

  The employee put me in a contract without telling me. I am being charged for longer than what was agreed to. This place is unprofessional and shady.

  Business Response

  Date: 05/12/2025

  Good Afternoon,

  Management Response:

  We appreciate the opportunity to respond to ****** ****** concerns regarding her membership with us at Crunch Fitness.
  ******* ********* visited our facility in person on December 15, 2024, and signed up for a month-to-month Peak membership at the rate of $28.13 per month. At the time of enrollment, she signed and agreed to the terms and conditions of our membership agreement, which included our cancellation policy. This policy clearly states:
  The membership is non-contract, but non-cancellable within the first 60 days.
  After the initial 60 days, members may cancel at any time by either:
  Visiting the gym in person, or
  Submitting a cancellation request through the official Crunch app.
  On March 22, 2025, **** ********* checked into our facility and requested a downgrade to a monthly installment plan for 12 months at $10.81 a month. At the time of enrollment, she signed and agreed to the terms and conditions of our membership agreement, which included our cancellation policy. This policy clearly states:
                 Member understands they have signed a membership agreement. Member cannot cancel within their first 12 months, after 12 months, the membership converts to a month to month membership and is subject to the cancellation guidelines listed as outlined for a month to month membership. Cancellations within 12 months of joining, cancellations submitted within the first 12 months will be subject to a $60 early termination fee, or the full payment of the remainder of the term, whichever is less.
  **** ********* sent in a request for cancellation on April 10, 2025 which she was informed of our cancellation policy. She told us that she would just keep her membership . 
  On March 29th, **** ********* requested a cancellation again. We reached out to the member and were unable to make contact. We left a voicemail requesting a call back to discuss options for her. We have not heard back from this member since this voicemail. 
  We have thoroughly reviewed our records and found no documentation or request from *** ***** either in-person or via the app regarding any attempt to cancel her membership since these events. Additionally, we are attaching a copy of the agreement *** ***** signed, which outlines the cancellation policy she acknowledged.
  We take pride in working with our members and are always willing to provide support, especially in the case of medical or personal hardships. 
  We are happy to speak with **** ********* directly to assist in resolving this matter moving forward.
  Thank you,
  

  
  

• Initial Complaint

  Date:04/28/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  My name is ***** ********, and I've been a member of Crunch Fitness in ************, **. The last time I went to the gym was around last year. I want to cancel my membership, but the gym is telling me they wont allow me to do so until I've paid for March and this month even though I haven't gone to the gym. They told me that if I don't pay both months (March and April) then I can't cancel my account. They also mentioned that the longer I don't pay, they will keep adding more amount due each month. They are demanding $84 for March and April. I don't want to pay for a service that I have not been using well over a year. But they demand I pay them for last month and next month. Even in the app it says I haven't visited the gym.

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They grabbed my new card (no one wanted to explain how they got my brand new card) and charged me. Instead paid the cancellation month and hopefully they close my account. Dealing with this company was a headache and the fact that they grabbed my new card information without my permission is absolutely ridiculous. Even when logging into my account it says there is no card on file. I dont understand their practices. I wish I can get a full refund but if they are willing to charge my new card without my knowledge and permission, I know I will never see a refund. And I dont want them to continue to charge me. I do have a screenshot proof showing that there is no card on file but they said there is one in their system. Either way, I feel like this issue wont be resolved and I hope other people can see this and decide to not sign up. 
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:04/28/2025

  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 tried crunch Tustis for a couple months but didnt like it. Reached out to Crunch before annual fee charge date but still get charged for annual fee. Annual fee is supposed to be charge when you cancel later than that date, not when you tried it out for just a couple months. Make it makes sense

  Business Response

  Date: 05/02/2025

  Good Morning,

  Management Response:

  Member enrolled online on a monthly dues membership on Feb 26, 2025
  This membership includes both monthly dues and an annual fee.  The first years annual fee is a commitment by the member
  Member used the club multiple times over a little more than a 2-month period
  Had the member not wanted to make the commitment to a regular membership we do offer a short term 1-month membership for $59 that has no commitment at all.   Had this member purchased 2 of these short term membership she would have paid slightly more than she paid in total for her monthly dues membership.
  We expect all members to fulfill their commitments on our monthly dues memberships.

  Thank you,

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 did an initial evaluation with Samien on 2/10/2025 at the *************, ** location and signed a contract that day for 4 training sessions. My credit card was charged $220. I returned to the ************* location the next day (2/11/24) and cancelled my contract. I was given a Refund/Credit Form, signed by ***** *****. It clearly states on the form that it may take as much as 60 days to process my refund.When I did not receive a refund to my credit card within the allotted time frame, I emailed an inquiry to the Crunch corporate headquarters. They responded with "We are unable to assist with your request."I returned to my home location (*************) on 4/28/2025 to inquire about my refund. I was told by staff, including ***** *****, that I could not get a refund, because I had already paid for the service. What? I do not understand. How can they keep my payment for a contract I cancelled within the 3 day period required by Florida law?

  Business Response

  Date: 05/01/2025

  Good Afternoon,

  Management Response:

  PT refund being processed! 4/29

  Thank you,
  
  

  Customer Answer

  Date: 05/07/2025

  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:04/25/2025

  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 excited to test out Crunch for the very first time. When I arrived at Crunch Greenacres, I was planning on using my free trial that was a pass for 3 days so I could test it out and see if I would want to sign up. I walked in and was told by a club representative that I was not able to use my free trial due to being a liability because they were under construction/renovating in which should have been stated when receiving verification of my free trial via email. Then I was told that I would have to sign up for a membership to be able to workout. I was told that the down payment and first month would be waived and that I only needed to pay $1. When filling out the forms/contract the club representative filled everything out and just asked me to sign. I was unable to review the whole contract in its entirety. It seemed like he was ******* to get us to be done with the process. I was unable to access my contract for around 3 weeks and even reached out via email to receive a copy. I never received a reply from crunch. I was then able to review my contract and saw an annual membership of $64.19 after 60 days of the membership. I believe I was mislead and given false information. I was not informed by my club representative that there would be an annual club fee. In addition, I agreed to the free Kickoff event where I was to work with a trainer. Before my session even started, it was cancelled by the trainer due to another club representative stating that I would not be attending. This is a false statement and I never told anyone from crunch that I would not be attending. I wrote on the website that I wanted to cancel my membership however I was told I would have to go into the gym to be able to cancel it. I would like my membership to be cancelled without paying any additional charges/fees which includes the monthly payments of $19.36 for ****** **** and June as well as the annual fee of $65 on May 26.

  Business Response

  Date: 05/02/2025

  Good Afternoon,

  Management Response:

  This was resolved last week.  Membership canceled out and member aware (our Area Supervisor interacted with her partner who had similar claims)
  
  

  Thank you,