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Business Profile

Fitness Center

Crunch Fitness

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

This profile includes complaints for Crunch Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1,113 total complaints in the last 3 years.
    • 565 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/01/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 (*********************************************************************) - Perimeter failed to process my cancellation request and charging me additional fees on top. This month I have called, sent email, and submit contact form to request cancellation for their gym membership. I have talked to them and confirmed the cancellation, but the system still charges me monthly fees. I have not used your service for over 6 months, and this is predatory behavior of your franchise. I want my account terminated IMMEDIATELY, all fees retracted, and my account permanently closed.

      Business Response

      Date: 05/02/2023

      Good Morning,

      We have nothing on this member requesting a cancel.  I will cancel and remove the past due as a customer service gesture.

      Thank you,

      Customer Answer

      Date: 05/04/2023

      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:05/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Location: Crunch Fitness - *********, **************************************************** My membership number: ******** Problem: I got a severe knee injury in December 2022 and was not able to use the gym facilities. I have requested membership freezing and a refund of my payment from January to ****** Months passed, nothing has been resolved Duration of my request: 4 months, no result How I requested: Early in January, I talked to the general manager ************************* at the front desk, saying I need a medical freeze. He asked me to send him a doctors note via email. I did send and follow up. He has never replied to me. Then I called Crunch customer service. I was told to contact the operation manager, ***************************. We had a few emails back and forth, but she was not cooperative to solve the problems. In March, I requested to cancel the membership and also provided a doctors note to freeze my membership for the last month, which is for ****** Every email took her a long time to reply, and with no specific result or update to me. She just kept telling me she was not able to track my status or give me a definite response.

      Business Response

      Date: 05/17/2023

      Hello,

      Thanks for your concerns and sincere sympathies for the unforeseen turn of events with your condition. When we received your email in March of 2023, the club staff processed your cancellation and you have not been billed since. Unfortunately, we do not backdate cancellations and freezes. We would have needed to have been contacted prior to the ******** in January and February to be able to honor the request for a refund. If you have proof of a prior request, please email ** at *************************************************** with your cancellation proof and any other supporting documentation. 

      Crunch Member Services

    • Initial Complaint

      Date:04/27/2023

      Type:Product Issues
      Status:
      Resolved
      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 has not been taken care of since last year. We have dealt with two managers and promised that we will get a refund. This has been discussed with *********************** as you can see below. Crunch was still charging my son after letting them know that I wanted to cancel his membership. Emails are proof that we did contact Crunch to cancel his membership.

      Business Response

      Date: 05/16/2023

      Good Morning,

      I called on Friday and left a message for a call back.  I just reached out again and left a message for a call back.  The membership has been cancelled since 12/15/2022.  Awaiting call back to further resolve. However,  looks like on 5/8/2023 a refund/reversal was processed for $184.05 and $23.09.  No further refund needed.

      Thank you,

      Customer Answer

      Date: 05/16/2023

      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:04/26/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 wife cancelled the membership in November 2022. They had been charging double membership the whole time it was active due to saying there were two accounts for *****************************. They said they would cancel both and reimburse the overages. They are now still charging a monthly membership plus an additional $10.95 a month for me and I never signed up for anything. I got my bank to place a stop payment for anything over $1 that will stay in effect for 18 months. I want the account(s) closed and would like reimbursement, but nobody at the gym can find the account and fix anything or get it cancelled.

      Customer Answer

      Date: 05/20/2023

      Better Business Bureau:

      At this time, I have not been contacted by Crunch Fitness regarding complaint ID ********.

      Sincerely,

      ***********************

      Business Response

      Date: 06/16/2023

      Good Morning,

      I spoke to the member and refunded his wifes membership dues. I explained the issue and we are all good. 

      Thank you,

    • Initial Complaint

      Date:04/25/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I requested via email that my account be freezed in October. No manager responded until April when I called and emailed again. Between October and April, I requested a membership cancellation several times through the Crunch website cancellation form portal which doesn't generate a dated confirmation email. The new manager ************************* claims I got reply because of the old manager *************************, not because of his management. He claims he doesn't see my cancellation request through the website form (even though apparently there used to be another manager when I made my requests cancellation after the non-response) and that my requests through the website portal don't count because they aren't "in writing." Why is there a cancellation form on the website then? He refuses to refund me for the months in which I got no response from management. I did not go to the gym at all during these months.

      Business Response

      Date: 04/25/2023

      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:04/24/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      When I joined crunch in February, I was told I would recieve 2 months free (signed up during a promo) and wouldn't be charged for those 2 months. Crunch took out $32 in February, $34 in March and recently $54. Not sure why I was charged when I was explicitly told I would not be until the 2 month ***** Towards the end of February my car broke down and I was unable to make it to the gym (I live 50 miles away so walking wasn't an option). I sent in an online request and called to cancel my membership because I didn't want to pay for something I couldn't use. I was told I could only cancel in person even though I had no way of getting there. Horrible customer service and I've paid $150 for something I have only been able to use once!!. I tried calling and submitting a request for cancelation online with no luck, but have no way of getting to the location. Membership # *********

      Business Response

      Date: 04/26/2023

      Good Morning,

      This is taken care of. We cancelled her membership back on ****************************** our system was off by 1 letter so I got that fixed and emailed her the member doc. I also spoke with her and gave her the update. She joined Feb 3 and got billed on feb 28th, so as a gesture of good will I offered to refund her the Feb 28th payment. Her march payment and annual fee were still collected. 

      Thank you,

      Customer Answer

      Date: 04/26/2023

      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:04/24/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      4/21/2023 4:31PM I was scammed by a manager named ****** and another employee ******** came into there to cancel my gym ************** wanted to buy JUST some protein powder but I got peer pressured into buying a bundle that costed me $107. 75. I also told them I had barely any money but they proceeded to push this idea on to me after I said No. I tried to return it the supplements with my receipt and unopened items. I was told I cant return them.. they also didnt cancel the gym membership that I asked. I want my money back and this business, GONE.

      Business Response

      Date: 05/09/2023

      Good Afternoon,

      Management reached out to member, no answer, however we will offer a comp membership for 2 months to make up for the misunderstanding of the supps, or try and maybe switch them out for other products. 

      Thank you,

    • Initial Complaint

      Date:04/20/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to the crunch fitness in Hillsborough in July 2022 to cancel my membership.I did this because I was moving to ***** and informed the person there, *****, that I would open a new membership at the crunch fitness in **************. I was informed at the time that my membership had been stopped.From August 2022 I have had a new membership at crunch fitness at ************** *****. I have, however continue to be billed for the crunch fitness membership in *****. I have tried to correct this a number of times including with the crunch fitness here in ***** as well as by calling crunch fitness in Hillsborough. After almost one year, I have had no choice but to call my credit card company to inform them to stop paying these bills for a membership that I have not only canceled, but for a service where I have another membership on the same account and under the same name and telephone number from the same company.I have today gotten a phone call from the billing department, trying to collect the money for the for the monthly payments that should have been stopped. I again called Hillsborough ***** fitness, and this time was told that there was also no record that my membership had been stopped in July, which was not what I was told last week when I called.I have had two crunch memberships that have been active for the last year and I am happy to pay the one that I signed up for it here in *****. I do not however think that I should be paying for a membership that I walked in to cancel in ***** and which I havent been using in *****. Please have someone from your regional office call me so that this can be resolved. Thank you.

      Business Response

      Date: 04/24/2023

      Good Morning,

      After reviewing the account in question the following steps have been taken:

      I reached out to the member to resolve the complaint. Member was unavailable so I left a voicemail with my direct contact information. I processed a refund in the amount of $150.40 to cover dues drafted after the members original inquiry about canceling his membership. I also processed an immediate cancellation to ensure the member is not billed again. Emails of both documents have been sent to the members email address on file. Please let me know if you require any additional information. 

      Thank you,

    • Initial Complaint

      Date:04/19/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      February 27th, 2023 I did a month membership to this gym. My mom was having a lung transplant and we had to live in this area for 6 weeks for her care. When I spoke with an employee when first signing up, they stated that there would be no issues cancelling the membership by the end of February. Once the time came, I went in filled out all necessary paperwork to cancel the membership. In the last 2 weeks I noticed I had been charged for the last 2 months for this membership. I called the gym and asked what happened. None of the employees knew why I was still being charged. I asked to speak to a manager. I was told I could email her. The manager, *************************** stated that she was unable to find the paperwork I had filled out two months ago and she would not be issuing me a refund. I asked her to please look again because I had gone in on February 27th and spoke to a girl with dark hair. She said I did everything I needed to cancel the membership. I let the manager know that, but she said there was nothing she could do for me besides put in a new cancellation request. I checked my account two days ago and there is a $89 charge. I do not understand why they continue to charge me when I have CLEARLY cancelled the membership. I did everything correctly. I do not understand why there was no resolution to the issues. The manager had no concern for the matter and no desire to help me.

      Business Response

      Date: 04/19/2023

      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:04/18/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I requested a stop payment and cancellation of the personal training program, I didnt even start the program and I was charged $114.00. I was hospitalized and submitted paperwork that I couldnt go to the gym physically to cancel the membership, it has been well over a month and I still have not received my refund. Please help

      Business Response

      Date: 05/04/2023

      Good Morning,

      A refund of $114 has been submitted for this member. 

      Thank you,

      Customer Answer

      Date: 05/04/2023

      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,

      ***********************************



       

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