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, LLC

  1259 Washington Ave Miami Beach, FL 33139-4613

• 

  Crunch Fitness

  17050 Collins Avenue North Miami Beach, FL 33160-3642

• 

  Crunch Fitness

  222 E 34th St New York, NY 10016-4842

• 

  Crunch Fitness

  215 W 23rd St New York, NY 10011-2302

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:05/31/2023

  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 personal training for $200/ month in august 2022 and made my first payment at crunch fitness in **********. I was in a 6 month contract. September I had a cruise and a couple vacations and was told originally I could make those up, and they wouldnt expire. I was in the hospital with COVID twice in the fall/ winter and asked several people to suspend my membership and even offered a doctors note but I was told I was not allowed to place a hold on my account in the contract and that I had 2 months remaining. In February I asked to cancel my membership since it was a 6 month contract and ************************* told me I was not out of contract yet and I had to wait until March to put my cancellation notice in. I put my cancellation notice in on March 26 to stop payments and he sent a confirmation email. Today, may 29, I was charged 2 separate $200 charges to crunch fitness again. I have only used one personal training session and I do not plan on going back but I would like my money refunded. I have attached the emails and my bank statement showing the pending charges.

  Business Response

  Date: 06/08/2023

  Good Afternoon,

  **** had two payments get returned from feb and march due to credit card declining. The system pulled two payments once it re attempted. I emailed **** as well letting her know what happened.

  Thank you,

• Initial Complaint

  Date:05/30/2023

  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.

  Crunch Fitness - ************, located at ******************************************************************************* fraudulently charged by card $74.85. I have never entered any contract with this gym; I also have never been to this gym. I called to get a refund and was advised by the *** *************************, that Crunch Fitness bought out my old gym (Upload Fitness). Importantly, I never authorized Crunch to charge my card and never gave Upload permission to have anyone else charge my card. There is no contractual relationship between myself and Crunch Fitness. Further, from my review online it appears that Crunch charges $29 a month, so charging $74.85 is just unexplainable. This is fraudulent activity. I ultimately have cancelled my card as there were other charges that were occurring around the time of Crunch Fitness charge that were not authorized. I am concerned that *************** credit card info has been fraudulently distributed.

  Business Response

  Date: 07/17/2023

  Good Morning,

  I reached out to the member and left a VM. I went ahead and cancelled his account.

  Thank you,

  Customer Answer

  Date: 07/18/2023

  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:

  This business is still reaching out to me to collect monies- even though I never had a contract with them. They have been calling me and emailing me.

   

   

   

   

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

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

  Business Response

  Date: 12/28/2023

  Good Afternoon,

  I looked up the member and attached her payment history. Her account is inactive and her payment history does not show charges on our end. I looked for the amount that she is requesting but did not find anything.

  Thank you,

• Initial Complaint

  Date:05/30/2023

  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.

  Yes I went to cancel My subscription to service . And the Manger tells me I need to come in to cancel .I ha e not been to this gym in six months at ***** per month. Have a broken foot and he said too bad must come in. I told him I'll just cancel payment . He said go ahead we will just. Wait and slap you with a bill and then turn you in to collection. And I'll ruin your credit . I don't under stand why a cancelation can not be made from my cell phone on record or through my credit card they accept my payment every month for a year now no problem . I have notbeen in there gym more that 10 times I have paid them over 350 dollars in year and not received nothing . You think they have fatten their wallets enough on me . I think this is a crime to treat disable veterans like this and don't bother them a bit . I asked for Manager and all he said was well I am the manager here . Which I know was lie the way he said it smarty pants like. I just ***** card to stop being charged I do not need any refund .and I can't cancel iy on my card . Been trying to stop recurring charges .

  Business Response

  Date: 09/08/2023

  Good Afternoon,

  The membership was canceled on June 14th.

  Thank you,

• Initial Complaint

  Date:05/26/2023

  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.

  Me and my wife were members of the crunch fitness facility located at ****************, ********. In August, 2022 we went in to the facility and cancelled our membership. However, starting February, 2023 crunch fitness out of nowhere started charging us the member fee and the monthly fee.We contacted the facility to report the issue. The branch manager informed us that their previous employee froze accounts instead of canceling the accounts and was fired. The manager also informed us that we were too victims of this like many others and would issue a refund and we would receive it in 2 weeks.However, we are still being charged and it is MAY 2023. We called the facility again today and the new branch manager informs she can not do anything as there is no cancelation on their record. How can there be a cancelation on their record if their employee froze the account? How can it be justified that from August 2022 to February 2023 there were no charges without a request being put in?The total amount we were wrongfully charged is $177.6 and a lot of stress and time.The phone numbers linked to our accounts:Arun *************************** - ********** *************************** - **********.Please resolve this issue.

  Business Response

  Date: 09/12/2023

  Good Afternoon,

  This is per our regional director:
  
  - the member was informed of the cancellation policy on 6/30 and was charged one more invoice based on our cancellation policy
  - the member agreed to make the final payment and also stated that they would try to find proof of the request to cancel
  - no proof was provided by the member at any point
  - we have a signed cancellation document for 6/30 and have refused any refunds 

  Thank you,

• Initial Complaint

  Date:05/24/2023

  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 hurt my back back in April and I was sick with flu like symptoms back in April. On April 28, 2023 Crunch took $200 out of my checking account for spending time with a trainer and I did not spend any time with the trainer because I was sick. They took money out of my account for seeing a trainer I did not see. The day they removed $200 from my account my landlord contacted me because my rent was short $200. When I checked the transactions on my checking account I saw that ********************** had removed the money. I contacted Crunch on several occasions. I spoke with the manager, I spoke with the assistant manager, and everyone keeps referring me to the director of training. I keep trying to get someone to contact me and tell me if I will get my money back because I know they have a 14 day policy for refunds. Crunch has given me the run around for so long that it is past their 14 day policy. Now my rent is late and I keep getting late fees charged to me. I cannot afford all these late fees because due to inflation I live from paycheck to paycheck. I am not happy with this Crunch Fitness!!!! I want my money back immediately I shouldn't be paying for something I did not receive. Plus, I should be treated better than this especially since I paid for the use of their gym for a year in FULL!!!! If this is the way they treat their good clients I'm afraid to ask how they treat their bad clients!!!!! I JUST WANT MY MONEY BACK TO PAY MY LANDLORD BEFORE I GET EVICTED FOR SOMETHING THAT IS NOT MY FAULT!!!! I'm sorry for the caps I am just upset by the way I have been treated and the director of training seems to not want to call me back.

  Business Response

  Date: 06/09/2023

  Good Morning,

  This issue has been resolved. I issued a $200 refund back to the client. 
  
   See my response below for reference. 
  
  On January 31, 2023, ****** purchased a 2x30 Personal Training Program. The purchase occurred after an initial meeting via a CrunchONE KickOff on January 28, 2023 because ****** was interested in purchasing the totality of the three-month program up front. ****** was aware this was a minimum of a 90-day commitment simply from our conversation regarding the Paid in Full option. However, when ****** arrived on the evening of the 31st she opted for the bi-weekly payments of $200. 
  
  ****** trained two times per week for approximately the next five weeks, with her last completed PT session being March 2, 2023. When ****** didn't show for her session the following week, I called her and left a voicemail. ****** never called me back, so I called her two more times over the next week attempting to check on her welfare. I never heard back from ****** until about two weeks ago when I met with her in person inside the club. Her complaint states that no one contacted her and that she was getting the run around which is false. I met with ****** in person, pulled up her personal training account, showed her the numerous declined payments on her account, then we discussed the options. She admitted she knew it was a 90 commitment, but then said she was sick. I simply explained to her that she should have contacted me, and I would have worked around any illness she had. She asked for a refund, which I refused at the time. Then she asked me to send an email to her landlord to prove that Crunch had taken $200 out of her account which resulted in her being unable to pay her rent. I advised her to simply show her landlord her bank statement if they needed proof of that for some reason. 
  
  ****** has numerous health issues and when we first met back in January. I reminded ****** of this and let her know she still had PT sessions that she could use and encouraged her to resume her program for the sake of her health. I told ****** she could always call me directly if she had any questions or needed anything, and it appeared ****** was content with the way we left it that night. 
  
  Thank you,

• Initial Complaint

  Date:05/24/2023

  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 signed up for the personal fitness training and the next morning sent a telegram canceling my agreement. Per the contract you have 5 business days to cancel to receive a full refund. I emailed the managers email and asked if they received it and they said done. I then get a text saying that I missed my personal training session a week later. I didnt reschedule because I already cancelled. Today I received a email saying that I missed my appointment (that I never scheduled in the first place) and that the appointment would be deducted from the available balance. My refund still has not been processed and they didnt cancel my personal training sessions like they said they did.

  Business Response

  Date: 06/07/2023

  Good Afternoon,

  Refund was submitted and refund will take 10 business days.

  Thank you,

  Customer Answer

  Date: 06/26/2023

  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:

  Please note that I only received a partial refund and did not receive a full refund. I am short $50 even though I cancelled my contract the very next day and never used any of the sessions.  

   

   

   

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

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

  Business Response

  Date: 07/28/2023

  Good Afternoon,

  I spoke to the fitness manager, they agreed to at least give the first session a chance to make a decision. 
  Unfortunately we cant refund a session that was redeemed.

  Thank you,

  Customer Answer

  Date: 07/31/2023

  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 never agreed or spoke with anyone about redeeming only the first session. I did not speak with anyone regarding just using the 1st session. I kept everything in emails. I never spoke with anyone on the phone or even text anyone back. I will just be charging back with my bank as clearly your company just wants to lie. 

   

   

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

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

• Initial Complaint

  Date:05/24/2023

  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.

  My husband has Parkinsons. He is unable per doctors order to go to the gym at this time. I have requested repeatedly to have this membership canceled. We have been threatened with collections. I just want the membership canceled this is created a lot of stress for my husband and my

  Business Response

  Date: 06/09/2023

  Good Morning,

  ******************* has been instructed to not use the gym per Doctor's request for a little over a year ago. Membership has been cancelled. I have also emailed ****** to remove ***** from RFC.

  Thank you,
  
  

• Initial Complaint

  Date:05/22/2023

  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.

  I moved from ******* to ****** almost 2 years ago. I have contacted the ************* Crunch Gym in *******, ******* on 4 occasions to cancel my membership. 3 times by phone, and once by mail. There are no locations on this island, so using my membership is not an option. The first 2 calls I was trying to get them to cancel over the phone, since walking in would be impossible. When they refused, I sent s letter. To follow up on said letter, I called in August 2022, and again in February 2023, and my membership dues are still being taken from my account. I havent lived within ***** miles of a Crunch gym since July 2021! This is a crazy way to run a business. I fulfilled my contractual obligation to this company and have basically been having money taken from my bank account against my will for 21 months! I am a teacher on an extremely fixed income and this is very stressful.

  Business Response

  Date: 06/15/2023

  Good Afternoon,

  The account doesn't show any prior requests, notes or documents on file for a cancellation. If the member can provide any dated communication before the email sent in on 5/22/23 we would review for a possible refund but none will be processed at this time. We have cleared the balance and closed the account as of today.
  
  

  Thank you,

• Initial Complaint

  Date:05/19/2023

  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; had the membership for a couple months and now I have knee issues and autoimmune issues I am being tested for. I have called the club and told them I want to cancel my membership due to not being able to workout until my knee problems and test results come back...they stated I had to come into the club, I had my membership paused for a few months because I cannot easily make it out that way.... finally was able to go into the club today and the only manager on-site could not come to the front desk so they stated I either wait or come back. I told them that I had to pick up my kid from school and to give me the owners name...I cannot keep coming out to the gym to try and cancel with work and my medical appointments and they refuse to cancel over the phone. I want my membership canceled and to stop being charged for it.

  Business Response

  Date: 06/06/2023

  Good Morning,

  Weve already cancelled her membership on May 23 2023 as well as sent her an email confirmation of the cancellation document. 

  Thank you,

• Initial Complaint

  Date:05/12/2023

  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 joined this gym in May 2022. I started getting billed in August once the gym actually opened its doors. I worked out for 2-3 months then had a health issue and surgery and was not able to work out for a bit. I also had a medical issue and death in family and was out of state caring for a family member prior. I contacted gym via phone to freeze my account and was told i had to come into facility. I was not able to as i was out of the state. They stated to me they would notate account and have a manager call me. I waited a few days, no call. I called again told the same, and no call. I demanded for my account to be frozen and to do via email or phone since i was not local. They told me they would do so and have a manager call me.. Months went by and i notified i kept getting billed mthly and havent even worked out or been to facility since my last workout there. I sent a contact form request and no reply. I called and left voicemails on corporate phone numbers i found online and no return call. I finally spoke to a manager at ********** location months later. I explained what happened refused to take any responsibility or correct account. All he said was pay the balance or less amount and acct is canceled and u can do a new account at a higher rate which i felt was very unfair as i had the founders rate and really owed $21 when i tried to freeze a hundred times.. Every mth they kept billing me more and more with late fees and did nothing to fix the situation or help. Here we are a year later nothing done, spoke to manager again today on 5/11 and shows my account active on the website but he insisted if i paid that $106 (WHICH IS ALREADY REPORTING NOW ON MY CREDIT) acct is canceled and have to start a new one and pay over $30 mth now and lose the founder rate which is not right. All this occurred because of gyms negligence and failure to follow up with any customer service or requests to a health situation preventing me to use the gym and services.

  Customer Answer

  Date: 06/05/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Crunch Fitness regarding complaint ID ********. No return phone calls, emails , and failed to do what they promised..Now its on my credit report and called ********** location and will not take responsibility for their ***** up.
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 06/15/2023

  Good Morning,

  After reviewing this we found the member has two accounts. The original one (Acct: ********** w/ balance of $106.95 ) was sent to collections on 1/16/203 and no payment have been made on this account. We have always allowed short term freeze / holds for up to 90 days free of charge. We also offer medical holds for up to 6 months if the member can provide a general doctor's note as proof. Without any proof or signatures on the documents no requests are processed at club level. The member was aware of the balance but then joined again online for a second account (Acct: *********** on 5/1/23. The only notes we have on file reference the past due fees or founders rate fee but nothing in regards to requesting a freeze. 
  
  

  Thank you,