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

  842 Lefferts Ave Brooklyn, NY 11203

• 

  Crunch Fitness

  220 W 19th St New York, NY 10011-4035

• 

  Crunch Fitness

  80 Leonard St New York, NY 10013-3450

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:04/25/2025

  Type:Service or Repair 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.

  Me and my girlfriend both went to the gym on forest hill in *************** to try out these days passes we got online for free. When their they said these passes dont apply to them as theyre under renovation and they can only allow members to work out for liability purposes. We said fine and asked what we needed to do. We were told first months charge is free and its $1 down and a $10 annual fee. We were fine with that so we signed up. After putting in my credit card information I was charged for the first month when I wasnt supposed to be and they somehow put my credit card info in for both me and my girlfriend when we both gave separate cards. I was told she got the month free and theyd roll my payment over to the next month and that month would be free. We couldnt read our contract for the first 3 weeks. After those 3 weeks It finally popped up and we noticed we were going to be charged $65.99 after 60 days for each membership. We were never informed of this and were just told the annual fee was $10 which was paid up front and $1 down with $16.99 being the monthly fee. The gym is nice during the day but after work hours its impossible to get a good workout and they charge you when they shouldnt. I informed them I wanted to cancel and they said only a ** could do that before the 3 month period. I called today to ask when the ** would be in and the assistant ** told me to call corporate to get this handled. I called the number he gave me and the multiple numbers on there website and it just says this is not a monitored line. Please go to our website to reach out to us. They make it impossible to cancel, they hide fees from you before you sign up, and they also dont stop harassing you for personal training. If they were transparent from the start I would have never signed up. I would like mine and my girlfriends membership cancelled without the $65.99 fee being charged.

  Business Response

  Date: 04/29/2025

  Good Morning,

  Management Response:

  ****** (Area Supervisor) reached out to the members-- both have been canceled out at their request.

  Thank you,

  Customer Answer

  Date: 05/08/2025

  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:04/24/2025

  Type:Service or Repair 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 purchased a membership from Crunch Fitness on. 2/18/2025 that would grant me access to all clubs. The club near my home is in *********** and I was denied access on 2 occasions. The first time I just left and figured it was an office with my barcode. The second time I told the manager that I knew my barcode was good and my membership was active and showed him my app that shows my membership and status. I was still asked to leave and wasnt granted access. My membership is useless to me if I cant have access to this club. I would like a refund for my initial enrollment fee, and last months dues and half of the month of April. The way I was treated in unacceptable and Crunch corporate needs to talk to the owner of this franchise. There was no reason to ask me to leave and not allow me to use the facilities for the day after seeing my app with the membership status.

  Business Response

  Date: 04/25/2025

  Hello,

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

  Crunch Member Services

  Customer Answer

  Date: 05/08/2025

  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:04/24/2025

  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.

  Crunch Fitness in ******************* *********************** is the location and I made the mistake of signing up for a contract through them a year ago and I did it all online never stepped foot in the place. Ive kept paying in hopes Id go but eventually gave up and decided to just cancel so tried to do it online the same way I signed up. Theres no option to cancel online, called the place and they said I need to physically be there to cancel or I can mail them a letter. I havent been in the best health condition so I havent really been able to get around too much the last couple weeks and money is getting tight so I emailed a written letter with my signature and asked if I could fax instead but for some reason thats not enough and no option to fax they need it all to be physical even tho they can let me sign up and take my money digitally, just seems like a scam for people like me and decided they should be reported. ******* is the manager of the place and he is extremely rude I just want my account canceled with no additional charges.

  Business Response

  Date: 05/01/2025

  Good Afternoon,

  Management Response:

  I will reach out to the member and get the account cancelled. I will also visit with my *** around how we deliver our policies to the customer

  Thank you,

• Initial Complaint

  Date:04/23/2025

  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.

  On Apr 23, 2025 both me and my husband received automated texts from Crunch Fitness "Welcoming" us and indicating that we opted-in to receive text messages. Neither one of us are members to Crunch Fitness nor did we ever sign up for text messages alerts or notifications. I don't know where they got my name and phone number, but I did not provide that information to the company.The message came from ************. Either this is a scam or Crunch is targeting us without our consent. The messages have been reported as junk.

  Business Response

  Date: 05/02/2025

  Good Afternoon,

  Management Response:

  Their phone number is missing a digit and we cannot locate the accounts without it.  If they wish to provide more information, we can research and remove them from our messaging. That said, they would have had to give us their phone numbers at some point to enter the database (guest pass sign in, inquiry in the community, etc).

  Thank you,

• Initial Complaint

  Date:04/21/2025

  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 had a membership with Crunch fitness and I sent an email stating that I wanted to cancel my membership. I was told that I physically had to come in to cancel my membership and I explained that I am bedridden and cannot come in to cancel my membership. I cancelled the money being taken out of my account because even after sending the email, telling them I couldnt come in to cancel they are still attempting to bill me. I received a bill for ****** and I did not attend the gym during this time and requested that my membership be cancelled. I am requesting that this billing be stopped and this collection be removed from my credit report.

  Business Response

  Date: 05/02/2025

  Good Morning,

  Management Response:

  We appreciate the opportunity to respond to ****** ****** concerns regarding her membership with us at Crunch Fitness.
  ****** ***** visited our facility in person on September 3, 2022, and signed up for a month-to-month Peak Results membership at the rate of $32.46 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.
  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. Additionally, we are attaching a copy of the agreement *** ***** signed, which outlines the cancellation policy she acknowledged.
  We understand that unforeseen circumstances, such as medical issues, may arise. In such cases, we are always willing to assist and work with our members to find a suitable resolution. However, no communication or request for cancellation was made by *** ****** We have no record of *** ***** making any such cancellation request through either method. Additionally, no attempts were made by her to contact us to resolve or discuss her membership status.
  Following a lack of payment for more than 90 consecutive days, her account was automatically placed into Return for Collections (RFC) status, which is standard protocol when a member's dues are delinquent without communication or resolution efforts.
  We take pride in working with our members and are always willing to provide support, especially in the case of medical or personal hardships. Had *** ***** reached out at any point, we would have gladly guided her through the cancellation process and discussed any available accommodations.
  We are happy to speak with *** ***** directly to assist in resolving this matter moving forward.
  Thank you,
  
  

  Customer Answer

  Date: 05/02/2025

  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:

  This is not true.  I called Crunch to cancel over the phone and as I stated previously they would not allow me to even though I told them I couldnt come in to cancel.  I have been sick and this is why when I first tried to fix the issue I asked could I come in to cancel it.  I also did reach out on their app, which I dont have anymore so I cannot prove that I sent a message through it because of that.  I did send an email and I did call to no avail.  I will make sure that I reach out to all of my military friends and family and let them know just how greedy this company is and how awful because I did call and I explained I couldnt come in and they still told me I cannot cancel my membership over the phone, that I had to come in.  Why are you stating all I had to do was call and contact you when I was told in order to cancel I have to physically come in?  That makes no sense how am I supposed to resolve an issue and keep calling when I am being told the same thing?  I called ***** today at Crunch Fitness in *******, ***** on **** and he told me the same thing, I cannot cancel over the phone.  So explain to me how am I supposed to cancel?  This issue is not resolved and they need to do better with this policy especially for military members.

   

   

   

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

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

  Business Response

  Date: 05/27/2025

  Good Afternoon,

  Management Response:

  Please find attached a screenshot confirming the cancellation of ****** ******* membership. Additionally, all past due balances have been waived as requested.

  Thank you,

• Initial Complaint

  Date:04/18/2025

  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.

  Crunch was charging me different amounts than they said they would. They are a monthly payment based program and I have **** they tried to charge me twice within the same month with a 2 week pay gap. I went to talk to them about it and they tried just making excuses

  Business Response

  Date: 05/02/2025

  Good Afternoon,

  Management Response:

   Please find the below response to this case after I did my research on account.  The account is still pending cancel with the balance owed paid including the annual fee. 
  BBB Response Crunch Fitness UDT **********
  Member: *** ******* *****
  Agreement Number: **********
  Location: Crunch Fitness Undefeated Tribe **********
  Date: April 30, 2025
  
  Dear Better Business Bureau and *** ******************* you for the opportunity to respond to the concerns submitted by *** ******* ****** We take all member feedback seriously and are committed to transparency, integrity, and resolving any misunderstandings to the satisfaction of all parties.
  
  Complaint Summary
  *** ***** alleges that Crunch Fitness San ****** charged her inconsistently with her agreement, including two charges within the same month. She also expressed dissatisfaction with how her concern was handled when she attempted to address it in person at the club.
  
  Internal Review & Findings
  Upon reviewing *** ****** account history and invoice records from our billing partner *************, we found the following:
  
  *** ****** membership includes:
  
  A monthly dues payment of $17.31, as outlined in her membership agreement.
  
  A once-per-year annual fee of $54.11, billed automatically after 90 days of membership, also stated in her agreement.
  
  Due to insufficient funds and card declines, multiple attempts were made to collect her standard monthly dues between March and April 2025. These include:
  
  March 17, 21, and 28: Drafts of $17.31 attempted, resulting in uncollected funds and re-attempts.
  
  April 1 and 3: Additional declined attempts.
  
  April 8: A payment of $32.31 was successfully made at the club.
  
  April 17: A $17.31 charge was successfully paid.
  
  April 18: The annual fee of $54.11 was successfully processed, as scheduled.
  
  While it may appear that duplicate charges occurred, in reality these were standard retry attempts due to previously failed payments, not additional or unauthorized fees.
  
  A late fee of $15.00 was assessed on March 17, 2025, due to multiple payment failures in accordance with standard policy.
  
  Actions Taken by Crunch Fitness
  In response to *** ****** concerns:
  
  On April 8, 2025, our club team issued a $32.31 in-club credit to help alleviate any financial stress caused by the payment retries and to demonstrate goodwill.
  
  As of April 30, 2025, *** ****** account reflects a $0.00 balance, and no additional charges are owed.
  
  All fees assessed were in accordance with the signed membership agreement, but we acknowledge that the frequency of payment attempts may have caused confusion and frustration.
  
  Resolution & Commitment
  While the billing was contractually accurate, we regret any inconvenience or stress this may have caused *** ****** We strive to deliver not only physical fitness but also excellent member service. We would be happy to meet with *** ***** directly, review her agreement in full, and ensure she is 100% confident and comfortable moving forward.
  
  We are fully committed to fair, transparent practices and will use this opportunity to reinforce clarity in our member communications around billing and fees.

  Thank you,

• Initial Complaint

  Date:04/17/2025

  Type:Delivery 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.

  Emailed the ******* facility to cancel my membership due to moving and no facilities being near by. Zero acknowledgement. Just cancel the membership.

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair 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.

  Hi Crunch Corporate, I want to express my concern regarding my gym membership and also, the behavior of some of your employees at Crunch Fitness located in ***************************************. Yesterday 04/15 I went in the afternoon to request a cancellation of my gym membership since Im not using the gym anymore, a person whos name is ******** *. (Manager) asked me for my personal phone number and then said that in order to cancel the membership he will need another month of payment + the annual fee which is unacceptable as I explained to him that I would not use the gym anymore and he just stated that it is on the contract (I dont have this contract on my records and was never emailed to me), I asked for another solution as I really dont have option and that also the reasons behind my cancellation which includes (poor staff behavior, broken machines and equipment for several weeks, members working out with no shirt on, several members recording in the work out area, etc) where he was very rude and stated that he doesnt care besides the facts that to cancel I would have to pay all these fees when I asked for different solutions and he just seems to not care enough and even said that he doesnt care if I cancel my membership, *** ******** refuses to help me out and to offer a solution for my membership. I guess he doesnt care if the members leave the gym and to really take care of the several issues that this location faces. Since the manager of this location did not want to cancel my membership, I am sending this complaint to you guys to help me with this matter. This is not the customer experience and the type of service that I was expecting from a company that sells themselves as friendly and respectful place to workout, where the employees are mad at you when you come to cancel the membership and also behave very rude and disrespectful when I am the customer that is paying for a service, is not offered for free.

  Business Response

  Date: 04/25/2025

  Good Afternoon,

  Management Response:

  We will cancel without further payment.  That said, his agreement requires a 30 day notice upon canceling.  The reason the staff member asked for his next bill and annual maintenance fee is because it fell within that 30 day period.  Either way, as a sign of good faith, I will cancel without collecting it.

  Thank you,

  Customer Answer

  Date: 05/06/2025

  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:04/16/2025

  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 contacted the gym and told them I no longer wanted the service. They said I'd have to go to the gym in person, the next day my account was changed *****. I went to the gym and told them I did not want the membership. The manager said you can't cancel until we charge you a annual fee. I told him I was on a month to month basis, not annual. They then charged my account again for *****. I made multiple attempts to cancel and was unsuccessful. I don't want this service and reimbursement.

• Initial Complaint

  Date:04/11/2025

  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 attempted to close my account in 12/2024 by going into the gym. The website says you can close by going into the gym, I have attached it. I was given ************** and was told I had to call this number to close. The online person in ******* told me they would close my account but I would be charged $20 for the next month dues which I agreed to, this is in my contract. This account was never closed. I finally had to stop payment with my bank. I am now incurring late fees on top of gym membership fees. I spoke with the manage ***** ****** at the Crunch store in ************ *************) on 04/11/2025 and did not get any help from him. I believe this is fraud and taking advantage of college students. I am unable to close this account due to late fees and ongoing gym fees. I would appreciate any help.

  Business Response

  Date: 04/18/2025

  Good Afternoon,

  Management Response:

  We had to go through our collections company to get this processed, but you can see the email thread below so all is taken care of.
  
  Account # - **********
  Member name - **** *******
  Location  Crunch ************
  Synopsis  We spoke with the member on multiple occasions and below are the details
  04/01/2025 Outbound Call Member refused to pay past dues
  04/08/2025 Outbound Call Member advised to call back.
  04/10/2025 Inbound Call Member called to cancel the account; call got disconnected.
  04/14/2025 Outbound Call Member refused to pay past dues, also spoke about going to BBB.
  04/14/2025 Inbound Call Member called to cancel the account, paid past dues and upcoming dues. Cancellation request has been placed for 05/27/2025.

  Thank you,