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

  330 Flatbush Ave Brooklyn, NY 11238-4302

• 

  Crunch Fitness

  162 W 83rd St New York, NY 10024-5259

• 

  Crunch Fitness

  2 Cooper Sq New York, NY 10003-7153

• 

  Crunch Fitness

  250 W 54th St New York, NY 10019-5515

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:07/06/2023

  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 called crunch fitness to cancel a membership and not be charged. the employee told me i had to have 30 days notice to not cancel the payment and turn off auto renewal even though i already contacted them. i want the charge cancelled and i want the membership cancelled

  Business Response

  Date: 07/10/2023

  Good Morning,

  **************** signed up online for a Peak Results membership on June 4, 2023.  At the time that he signed up, he had to sign that he agreed to our cancellation policies.
  I have attached a copy of his agreement to this response.  He has stated that he called to cancel but that does not fulfill the requirements of our cancellation policy.
  Please refer to his Agreement for specific verbiage regarding our cancellation requirements.  His current status with us is "pending cancellation".  To date he has not completed the cancellation process and a termination cannot be completed without it.  The charges on his account will remain and are due and payable from him.  Once he fulfils his contractual obligations of cancellation, the charges will stop accruing on the account. 

  Thank you.

   

  Customer Answer

  Date: 07/21/2023

  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:

  the sign up was very misleading, and said try the first month for 23 cents. well there was no first month that was ever 23 cents and that it was going to be 30 dollars for the month even if you cancelled the subscription so that policy you made up was a subscription scheme to get 30 dollars by a false claim of 23 cents for the first month

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 08/10/2023

  Good Afternoon,

  As stated in our earlier response, **************** signed up online for a Peak Results membership on June 4, 2023.  He agreed at the time to a month to month billing with our cancellation policy being clearly written within the contract.  Although **************** states that the sign-up was very misleading and there was no first month that was 23 cents, if you look at the attached billing log you will see where he only paid 23 cents for the initiation fee and **** when he signed up.  He paid nothing further.  
  
  He agreed, via his signature, that after that first month he would be billed monthly and at the end of June he was billed for his next months dues.  He neither cancelled according to contract requirements nor has he paid his obligation to the contract.  (Please refer to Buyer's Right to Cancel contained in his attached Agreement).
  
  
  His account is still marked pending cancellation  because to date he has not followed the cancellation policy that he signed stating he not only knew our cancellation policy but also agreed to abide by it.
  
  
  Until **************** formally cancels this account and pays his obligations therein, his account will remain in the status that it is in.   We have fulfilled our part of the contract with him.
  
  I have attached the billing statement showing the first month at 23 cents as well as his contract once again.  We would appreciate this issue being closed and **************** held to his obligations to us.
  
  Thanks so much.

  Customer Answer

  Date: 10/17/2023

  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:

   policy cant violate the law.

  if i want to cancel, you cancel without further payment being ransomed and without threatening to hurt my credit score. No deal. You can either cancel the membership like i tried to from the start or we can just keep taking this further and further and i can dispute it off my credit and get a lawyer.

   

   

   

   

   

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

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

• Initial Complaint

  Date:07/05/2023

  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.

  In October of 2022, I was a member of Fitness Connection which closed and memberships were transferred to Crunch Fitness in Ballantyne, ** on *********************. When my Fitness Connection was closing they notified me that the gym would be closing on October 31st and that an agreement was reached with Crunch Fitness if members wanted to continue their "fitness journey". There was no mention that you were automatically enrolled in this new gym (Crunch Fitness) or what the rates would be. Today, I called the gym and spoke with the manager on duty, who was EXTREMELY rude, and asked why my account was charged and his response was "because you're a member". Crunch fitness drafted my account in March 2023 for $80 due the fact that they needed to back bill me from November 1, 2022. I HAVE NEVER STEPPED A FOOT INTO THIS GYM. EVER. I tried to explain to the manager that I was unaware that I was going to be automatically billed for a membership because my old gym closed October 31st and Crunch first decided to bill me 5 months later. His response "did you read your contract with Fitness Connection because at the bottom it says the gym has the right to transfer your membership." He was extremely rude and obnoxious. I asked to speak with someone else and he said he was the only person that I can speak with at Crunch and if I had questions to call Fitness Connection, which is closed. I would like to have all of my money refunded which totaled $120($80 March 2023 and $10/th Apr-July 2023) and this "membership" that has NEVER been used to be cancelled immediately.

  Business Response

  Date: 07/21/2023

  Good Afternoon,

  I had a discussion with the ** of ********** on how to better handle these situations moving forward. I am also attaching the agreement from ********* Fitness Connection membership. It does state on page 5 that Fitness Connection may sell, transfer, or assign the agreement. 

  Thank you,

• Initial Complaint

  Date:07/05/2023

  Type:Billing 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 called and went in person to cancel my membership before the ****************************** an extra month. Said it was the last month of charges. Then, they still try.to charge me this month. They lied twice. In person and on the phone they lied. Leave me alone and stop charging me.Agreement Number - *********

  Business Response

  Date: 09/08/2023

  Good Morning,

  Membership was cancelled when she requested, payment we took was charged back to her so we never received it . 
  

  Thank you,

  Customer Answer

  Date: 09/12/2023

  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:

  [Your Answer Here]

   

   I canceled my membership. They charged me one more time and said: "sorry it's one more time and that's it." It was $39.95? And then they kept charging me. Saying it's going to collections. $69.95. they already charged me a final charge. However, then they kept charging me. Its a canceled membership.

   

   

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

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

  Business Response

  Date: 02/21/2024

  Good Afternoon,

  Im confirming her account is all caught up and up to date which is why we were able to cancel it after. 

  Thank you,

  Customer Answer

  Date: 02/22/2024

  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:07/05/2023

  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.

  Crunch Fitness is trying to rob me I've never had anything like this in my life. I moved across the state last year and cancelled my membership to Crunch Fitness over the phone. Before that I had auto-bill on, and after the phone call they never billed me again, contacted me, or anything.This all happened during Covid and they wouldn't let met cancel without coming in. I'm immunocomprmised and could have died.Fast-forward to a few weeks ago. I received a collections notice for a few hundred dollars for a delinquent Crunch Fitness account. I submitted a letter requesting them to validate. They have not responded, although it has not been a month since I submitted the request.Regardless, they just put this up on my credit report and dropped my score from the mid 730s to the 640s.I filed a dispute with transunion saying it was a fraudulent account but I have no idea if this is correct. Furthermore the amount they listed on the dispute is more than the amount listed on the collections notice they sent me.Throughout this process I have attempted to get ahold of anyone at Crunch Fitness but they refuse to help. The collections agency simply tells me to pay them when I call.Have I reached a point where I need to talk to a lawyer? I'm mad enough that I want to, but I don't want to spend the money.I haven't missed a payment on anything and I'm in my early 20s. Crunch fitness is either malicious or incompetent.Thanks for your time.

  Business Response

  Date: 07/06/2023

  Hello,

  We're sorry to learn of your experience, and we apologize for your frustrations.  Please reach out to *************************************************** with your complaint.  Please be sure to include your BBB complaint number and supporting documentation for our review.

  Crunch Member Services

• Initial Complaint

  Date:06/29/2023

  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 live in **************** ******* and have a Crunch membership at the gym in ********, *******. Some how an account was also opened at the Crunch in ****** ******. I live **** miles from ****** ****** and never signed up for this account. I have called the Crunch in ****** from day one when this started and they have never contacted me nor replied to my emails. I keep getting billed for this location and I never authorized it. If this isn't cleared up soon I'm going to the ************************* of my state and also hire an attorney. I want the ****** Crunch account removed or I will cancel the Crunch account I do use in ******** ******* as I'm sick of this.

  Business Response

  Date: 07/19/2023

  Good Morning,

  We have cancelled and followed up with the member.

  Thank you,

• Initial Complaint

  Date:06/27/2023

  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 signed up for crunch in January before they opened. They said I could cancel anytime, and went over everything in detail before we signed anything. I have since moved almost 40 min away and have been trying to cancel for the better part of two months. I tried calling multiple time and explaining that I did not live close anymore and they stated that I had to come in and cancel in person. I finally had the ability to get there Friday and they turned around and told me they were charging me for another month because I was canceling within 30 days of my next due date ( on a monthly membership that gets billed every 30 days). This was very upsetting as ***** HAD EVER MENTIONED THIS. I asked the lady at the front desk for a way to contact someone at corporate and they gave me an unmonitored number. I called the club and asked for a manager. A lady got on the phone and I tried to explain what was going on and she started getting super hateful with me. I again asked her for a corporate contact and she told me that the unmonitored number is all they have. I asked her how she got in contact with someone and she started yelling at me that my issue was with my billing. This place makes it especially difficult to not only cancel a membership but even speaking with an intelligent human being seems all but impossible. The fact that they are even in business with all of these predatory tactics and lack of communication options blows my mind.

  Business Response

  Date: 07/14/2023

  Good ************************ Manager:

  I called and spoke to the member and apologized for his experience with us. 
  I waived the 30 day cancellation invoice and refunded 1 month. I also did the same to his girlfriend's account. We are all squared up here.
  
  I have asked him to confirm acceptance of the resolution with the member via email as well. 

  Thank you,

• Initial Complaint

  Date:06/27/2023

  Type:Sales and Advertising 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 cancelled my membership months ago. I got a call from a collection agency saying I owed money. I was told by gym that I had two accounts for some reason. I cannot get in touch with a manager, they are dodging my calls.

  Business Response

  Date: 07/12/2023

  Good Afternoon,

  We checked ******************************* account. He has two accounts popping under Peak Results Silver membership. Both accounts were cancelled. I have provided pictures down below on the accounts' statuses. One of the accounts was cancelled under a 30-day clause. If he is claiming that money is being taken out, I do not see any further charges on data Trak being subtracted. *** might be contacting him due to one of his accounts being closed under a 30 day clause.

  ********** and ********** (30-day clause one) are the agreement numbers for both those accounts. A note to first credit and *** so they dont try to collect.
  
  Thank you,

  Customer Answer

  Date: 07/19/2023

  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:06/26/2023

  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.

  Crunch fitness advertises a free trial on their website. After signing up and paying both a first and second months fees, I called asking to cancel the membership, as I had to move on short notice and was no longer able to make it to any of their gyms. I was told that I could not cancel over the phone and that there was apparently a 2 month commitment that was never clearly disclosed in the sign-up process. They told me I needed to wait a 3rd month for some reason after telling me that the commitment was 2 months and could not clearly explain why. This business seems to be intentionally making cancellation prohibitively difficult as well as baiting customers with a free trial that was neither free nor clearly disclosed as having a 2 month contractual commitment. Ive now been charged for my 3rd month with annual fees totaling just under $100. This is absolutely shady and unreasonable. Employees will not assist in cancelling over the phone and are very avoidant when asked about any kind of refund, as they are clearly not authorized to provide any.

  Business Response

  Date: 07/14/2023

  Good Afternoon,

  Annual fee wasn't successfully drafted. Agreed to waive the 112 overdue on the account and process an immediate termination. ******* was very satisfied with this resolution. His primary issue was coming into the club to cancel. 

  Thank you,

• Initial Complaint

  Date:06/23/2023

  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 in February of 2022. Shortly after I moved cities and cancelled my membership in, I believe *** of 2022. There was no issue, and I was told it would be taken care of. I even got an email for me to complete a survey about being a former member. Some of this is on me where I was not keeping up with everything coming out of my account, but I am still being charged a monthly fee a year later. I called to explain what was going on and was told that my ************ were to come in or send a letter. I no longer live there, and I wanted to speak with someone directly about the issue of still being charged. I was on hold for about 15 minutes before I had to hang up because of something else I was needing to do at the time.

  Business Response

  Date: 07/11/2023

  Good Afternoon,

  It appears she had a duplicate account on file. So the day she joined it looks like two accounts were made accidentally. One was cancelled while another has continued to charge. I will get the duplicate cancelled out and put in a refund request.

  Thank you,

• Initial Complaint

  Date:06/14/2023

  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 signed up for a monthly crunch fitness membership at the *************, **************** location on 5/26/23. Per the contract agreement it states if I cancel my membership via email 10 days prior to my billing date I will not be billed for the following month nor incur any other fee. (Please note I can provide the contract agreement and proof that I submitted a cancellation request well before the 10 days requested.) I requested my membership to be cancelled via email on 6/9, which is well before the requested 10 days notice of my billing date of the 26th of the month. After receiving no response after a follow up email and multiple calls, I went in person on 6/13/23 to cancel my membership and was told my the manager ***** that the cancellation could incur a $14.99 cancellation fee which is not stated anywhere in the contract agreement. I asked him to show me where this is stated in the agreement and he refused. I have been wrongly charged a $14.99 cancellation fee which is not stated anywhere in the contract agreement and I would like the have this charge refunded.

  Business Response

  Date: 10/30/2023

  Good Morning,

  General Manager has spoken to the individual and resolved this issue. 

  Thank you,