Complaints

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

close

Find a Location

Crunch Fitness has 82 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Crunch Fitness

  22 W 19th St Fl 3 New York, NY 10011-4204

• 

  Crunch Fitness

  144 W 38th St New York, NY 10018-5006

• 

  Crunch Fitness

  1109 2nd Ave New York, NY 10022-1238

• 

  Crunch Fitness

  691 Fulton St Brooklyn, NY 11217-1212

• 

  Crunch Fitness

  113 4th Ave New York, NY 10003-4904

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:04/11/2023

  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.

  4/10/2023 Crunch Fitness in *******, ** is backed by private equity, with *********, ***********-based ********************** CR Fitness Holdings LLC. and operated by ***********************, *******************, *************************, and **********************On 1/17/2023, and we paid to cancel my daughters membership early. Crunch has since been attempting to charge our account $308 every day even though the membership is cancelled. I just spoke with ****** who informed me that Crunch does not call customers back. We would need to drive 3 hours to their location and hope to get an appointment with **** to discuss the issue. We could also email ************************************ to let him know our complaint. ****** refused to take down my name or number, and he would not tell me ***** last name so that I could ask for him specifically by phone. We have emailed repeatedly and had to contact the bank to block debits from Crunch. This place is a nightmare.On her first visit, Crunch Fitness said the first month was free then charged my daughter $30. When she went in to work out, a personal trainer offered to make a plan for her and didnt say anything about the cost. Then AFTER she had her sign that this was her plan, she told her she would be charged $300 EVERY TWO WEEKS. My daughter said she cant do it, but they charged her anyway and would not let her cancel immediately. When the charge went through, she called, and the management said they couldnt help her over the phone. She had to drive for hours TWICE to see them in person and pay to cancel the membership. However, they are still attempting to charge her. The corporate number for Crunch Fitness is out of order or no longer in service.

  Business Response

  Date: 04/12/2023

  Good Afternoon,

  This member signed a 2 month agreement on 12/6/2022. The member agreed to 4 payments of the agreement at $308. She has made two of those payments and one downgraded payment of $114. 
  
  Past due payments have been cleared so the family will not see any future payments. They were seeing them still because the account is past due, not because of continued payments. The agreement was canceled months ago. 

   

  Thank you,

  Customer Answer

  Date: 04/13/2023

  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]

  My daughter signed up for a free 30 days and was charged. When she attempted to cancel her membership, they would not let her. She had to go to the location several times. Finally, she was able to cancel after we paid $308 and another $114 dollars. The for that is attached in the initial complaint shows that the membership was cancelled and no additional money is owed. They continue to change her account $308 even with the signed cancellation form. 

   

   

   

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

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

  Business Response

  Date: 05/04/2023

  Good Morning,

  We stick by our previous statement:

  "This member signed a 2 month agreement on 12/6/2022. The member agreed to 4 payments of the agreement at $308. She has made two of those payments and one downgraded payment of $114. 
  
  Past due payments have been cleared so the family will not see any future payments. They were seeing them still because the account is past due, not because of continued payments. The agreement was canceled months ago. "

  Also, the member is not the one making this complaint and they are not a minor, so they would need to seek further questions themselves by emailing me or stopping by the club. 

  My email: *****************************************

  
  
  

• Initial Complaint

  Date:04/11/2023

  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.

  11/29/22 I started an agreement with Crunch VRJ *******, LLC (Crunch ************* for Personal Training (PT). The agreement states $72/unit; 6 sessions/installment of $432 for a total of $1,728 (4 payments). After completing the 4 payments, I was charged an additional 3 payments of $432 (total $1,296.00). 2/21/23 I spoke with PT Manager at Crunch, ****. He said the agreement was subject to automatic renewal. I reviewed the signed contract with him and pointed out that the CHOICE OF AUTOMATIC RENEWAL OF PROGRAM section states: By signing this Agreement AND ****ing the Yes box below, Member requests that the Program set out in the two tables above AUTOMATICALLY RENEW with the terms and the amounts contained therein. The contract shows that I initialed this section, but I did not **** the Yes box. **** agreed that according to the contract language and the fact that the Yes box was not ****ed that I am entitled to a refund for the charges beyond the original total of $1,728.00. Refund amount would be $1,296. **** submitted for the refund. 3/23 I asked for status of the refund and both **** and ***, my trainer stated the refund was processed/ approved. 4/4/23 I was charged by Crunch $432 3 times, total $1,296. 4/5/23 I went to Crunch with my husband and spoke with ***************************, Crunch District Manager. ********************** let us know he was the individual in Crunch that denied our refund on 2/22/23. He said he denied the refund because the contract Automatically Renews. We showed him the copy of the contract and pointed out the Yes box was not ****ed and therefore the contract was not subject to Automatic Renewal. ********************** said it does not matter if the box is checked or not because I initialed the section. This is not consistent with the contract language as stated above. I am requesting Crunch ************ provide me with a full refund of $1,296, the amount I was charged beyond the stated contract amount of $1,728.

  Business Response

  Date: 04/13/2023

  Good Morning,

  This member will be refunded.

   

  Thank you,

  Customer Answer

  Date: 04/18/2023

  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:04/10/2023

  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 am writing to express my extreme dissatisfaction and frustration with your gym's lack of cooperation in regards to my request to terminate my membership at ************************************************** I have previously informed you, I am moving to another country and due to unforeseen financial circumstances, I am unable to continue paying the remaining payments on my contract with your gym. I have repeatedly attempted to contact your customer service department to discuss my situation and find a mutually acceptable solution, but to my dismay, I have received nothing but a lack of response and disregard for my request. I am appalled at the treatment I have received. I have always respected and appreciated the services you offer, but your complete disregard for my situation has left me feeling disrespected and undervalued as a customer. I demand that you take my request seriously and find a solution to this matter as soon as possible. I expect to hear from you within the next 48 hours with a satisfactory resolution. I sincerely hope that we can come to an understanding and resolve this matter promptly. Sincerely, *********************

  Business Response

  Date: 04/25/2023

  Good Morning,

  The member needs to show proof of move to the gym.  She can go to the gym with proof of moving and they will deactivate account.  Unless she goes there to show them she is moving she will be billed for duration of contract agreed upon.

   

  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 have determined that my complaint has NOT been resolved because:

  I have attached my job offer letter

   

   

   

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

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

  Business Response

  Date: 05/05/2023

  Good Afternoon,

  We will cancel after June's payment with 30 day cancel clause with proof of move. And will not hold her to last 2 months. 

  Thank you,

• Initial Complaint

  Date:04/06/2023

  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.

  On April 4, 2023 I called my personal trainer *************************** about what would be our schedule training day. ***** advised me that he quit due to Crunch not paying him for commissions that was owe to him. No one from Crunch advised me of this. I ve been working with ***** since Crunch Fitness open in January. I went to Crunch Fitness and spoke to *******, I advised him I didnt want to get another trainer due to ***** knowing where I was training wise and would basically have to start over with another trainer. Also ***** was certified with more experience than other trainers. I told ******* that I wasn't comfortable with anyone else and that I didn't want to cancel my membership just the training session. He said he wasn't and couldn't cancel training session and that I shouldn't have gotten use to a "certain" trainer. I was NEVER advise that this was a contractual agreement. It was explained to me that the signatures where for automatic draft payments. ******* was very nonchalant about the situation. I kept trying to tell him that I still wanted to attend the gym not do any personal training. He said well if your canceled you card like most people do they will just put it on your credit report and shrugged his shoulders. As if to say whatever. I'm not wanting any money back, and still would like to continue working out in the gym without a trainer. The turnover rate with personal trainers is to high with the potential of this happening again. This is Crunch Fitness in ******** **.

  Business Response

  Date: 04/10/2023

  Good Morning,

  We have connected with the member regarding her concern have corrected internally on our end.  In addition, to service the member, below is from our local management team after contacting the member:
  
   
  
    1.She did accept our resolution offer of PT cancellation and refund. 
  
   
  
    2. She has chosen to remain a member at our *****************************************. I've attached screenshots of my email to her stating our resolution and her email response to me. 

   

  Thank you,

  Customer Answer

  Date: 04/11/2023

  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:04/06/2023

  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.

  Constant automated phone calls from Crunch Fitness collection department. Asked them to take me off the list as I cancelled my membership and paid the balance off. 2-5 times a day receiving these calls.

  Business Response

  Date: 04/06/2023

  Good Afternoon,

  I will cancel this membership.
  
   
  Thank you,

• Initial Complaint

  Date:04/05/2023

  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 tried canceling my membership many many times by phone and Online. Crunch purposely does not answer their phones, provide info on their website, and employees refuse to help, they say they will help and never come back. I sent them a cancellation letter to their HQ and never heard from them again. Instead, they are trying to charge me for service no longer used and bogus my sent me a collection bill. I am extremely upset. A company called ****** and associates has been harassing me for almost a year.

  Business Response

  Date: 04/05/2023

  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:04/04/2023

  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 was a member of the gym for a few years before on 12/20/2022 I began personal training. Over the next few weeks, I had constant billing issues (calls and repeated interruptions to address my credit card). This same card, ALWAYS ran correctly after i showed up to the desk and was the same one the gym has been auto billingfor years without ever having an issue. I had an issue with my training, who was not listening to my concerns and asked to speak to someone. The *** told me that no one in the building could help me with my training concerns and she would have the PT manager call me. After a second attempt, I still never received a call back which was occurring throughout the middle of January. Magically at that time, they never had an issue with my card again and continued to back bill me and bill for continued services even though I had asked to hold off until I speak to the manager. I inquired at the gym and was once again told there was no one available to help me with training. I tried in good faith to cancel/freeze and adjust my trainer (which may have kept me in the program), without being able to speak to anyone. On 4/3/2023 the same *** who recognized me and was not surprised the PT manager never called me back (her words), apologized and stated she had to get him (the PT manager) to speak with me and to cancel my contract. She came back a few minutes later, stating she could do it, but he was too busy to speak with me (Though she stated when she used my name he knew who I was). If the desk can cancel training sessions, then my original attempts in February to cancel in person were either ignored or misrepresented by the company, stating that no one could take my (written) cancelation. They did not care to try and keep me as a client, just to take my money for as long as could be. Incidentally, the *** apologized for everything and was the only positive thing about this experience.

  Business Response

  Date: 05/19/2023

  Good Morning,

  On April 28th 2023 I reached out to ***************** via phone, voicemail and I followed up with a text message. 
  
  

  Thank you,

• Initial Complaint

  Date:04/04/2023

  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.

  My ********** had canceled our personal training sessions back in January. The PT manager, ****, told us the last time we would be charged is January 25th. He did not offer any forms to us but assured us that we would not be charged again. Our personal trainer said we still had more sessions that were fully paid for. So we booked more sessions. Today, crunch charged us $360 for our upcoming sessions even though they are fully funded. We asked for a formal refund, and was told by **** that there was nothing he could do. He asked if we filled out a cancelation form when we canceled, and we said no that was never offered to us. He tried to blame us or our personal trainer but we canceled our sessions with ****. **** fully assured us back in January that our monthly $360 training sessions were fully canceled, and we had remaining sessions paid for. He never offered or mentioned a form.

  Business Response

  Date: 04/14/2023

  Good Afternoon,

  I have reached out to **** and found out that she is paying for training with her friend ******* who is the ********* member. I spoke with **** and it sounds like their was confusion of when they cancelled, and her story didn't match what was in the computer. She claimed that she cancelled in December but had no evidence. I explained that her cancellation was not put in until March. Also, she trained in January, February and March which makes me believe she did not actually cancel in December when she said she did. 
  
  I told her i would reach out to her trainer but without any evidence to support her cancelling in December i wont be processing her refund request. She is going to look at old texts messages and see if she can find anything that supports her story. 

  Thank you,

  Customer Answer

  Date: 04/17/2023

  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:

  [Your Answer Here]

   I spoke with **** on the phone throughly and explained the information. We canceled on December ********* have the text messages to prove it. Crunch has a 30 day cancellation policy, so yes we canceled in December but our actual last time of being charged was supposed to be January 25th. We had additional personal trainings happening in February and March because we had PAID sessions that were leftover from before we canceled. **** said he would call me back and he never did. I call today to talk to ****, and ** informed that he has been let go. Just like **** who was the person who allegedly canceled our membership for us back in December but failed to document that or offer us any kind of cancellation paperwork. I find it interesting that both parties involved, **** and ****, have been let go and I still have yet to be refunded for this mess. Along with that, I am aware that there are other people who have yet to complain to the BBB but they were also charged incorrectly like I have been

   

   

   

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

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

  Business Response

  Date: 04/21/2023

  Good Morning,

  Unfortunately, both **** and **** have resigned from their roles during the back and forth of this matter. The General Manager has explained the situation and ************************* has been refunded for the overcharge in personal training sessions. I want to apologize for the confusion and hope this resolves the issue at hand.

   

  Thank you,

  Customer Answer

  Date: 04/25/2023

  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:04/03/2023

  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.

  My son signed up at Crunch Fitness in March of 2022. I was paying it. In August of 2022 he cancelled when he went back to college. In December I discovered they were still charging me. He called again and cancelled. They did not bill us in January. In February they started charging us again. I spoke to the manager about this fraud. He said there was no paperwork and there needed to be. My son was not told that. And to charge me just because their policy in in effect is not acceptable. This is fraud.

  Business Response

  Date: 04/05/2023

  Good Morning,

  There is no cancel form the only notes on the account are that member wished to be frozen in august; which we did. They are cancelled out as of March, no further billing will occur. 

   

  Thank you,

• Initial Complaint

  Date:03/31/2023

  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.

  Im a paying member of Crunch and primarily work out at the location @ ***************************************************, which is the subject of my complaint. For the past 9 months, Ive reported to management that an employee smoking cigarettes behind the building is causing second smoke to enter the gyms HVAC system. I can smell the smoke while working out on the first floor across from the laundry room. *** communicated about the issue in person and over email with *******, the local operations manager, who has said shell speak with the employee or his manager. However, shes not resolving the issue and does not even answer most of my emails. The most recent incident was today (3/29/23) around 12:25.No paying member of any business, much less a gym, should be subject to second hand smoke from any source, much less an employee. Id like ********************** to fix the issue as I otherwise enjoy the gym. Either stop the employee smoking near the building or address the reason smoke can enter their HVAC system.

  Business Response

  Date: 03/31/2023

  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

  Customer Answer

  Date: 04/03/2023

  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 response asks me to contact an email but the district operations manager reached out to me via email on Friday March 31st. They said they spoke with the employee and the employees manger about smoking well away from building. They would also look into installing signs for no smoking in the area. However, the employee was smoking in the same area today. Im therefore still working with the business to resolve the complaint.
  

  
  
  
  
   
  

  Business Response

  Date: 04/07/2023

  Hello,

  We have also been in touch with the district operations manager and this is an ongoing situation we are trying to resolve. As we have a no judgements philosophy, we are trying to resolve this in the best manner possible without also passing judgement on an employee who happens to smoke. This discussion has been had again and we are continuing to monitor the situation and requested the employee does not smoke in the area. 

  Crunch Member Services