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

  1150 Park Pl San Mateo, CA 94403-1599

• 

  Crunch

  60 Serramonte Ctr Daly City, CA 94015-2345

• 

  Crunch, LLC

  1259 Washington Ave Miami Beach, FL 33139-4613

• 

  Crunch Fitness

  17050 Collins Avenue North Miami Beach, FL 33160-3642

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:03/20/2023

  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 three month personal training class on January 31, 2023. I had my first appointment in mid February. When I arrived, I was told the trainer was not there. They told me to come back another day on March 2, 2023. I came back on March 2, 2023, and again they told me there was no trainer. At this point I requested a refund but they have refused to give me one and they continued to charge me for services. I am requesting a refund of my money.

  Business Response

  Date: 03/20/2023

  Good Afternoon,

  Abi and i spoke on the 6th of March. She explained that she wanted to cancel her PT agreement that she signed up for on the 18th of February. I explained to her that it was a three-month commitment and that i can process her cancellation but she will be responsible for the final two charges on the 18th of March and April. 
  
  She understood and wanted a new trainer because she did not like hers and i put her in contact with the *** so he could meet and greet her to pair her up with the best trainer he felt would fit her needs. 

   

  Thank you,

  Customer Answer

  Date: 03/21/2023

  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:

  [Your Answer The statement above is untrue. First, I did not dislike my trainer.  I was never given a trainer.  I arrived on several occasions for scheduled personal training sessions, and was told a trainer was not available.  The first time, I was told the trainer did not show up and that I would be given a new trainer.  The second time I showed up, they told me that trainer quit.  Crunch failed to inform me prior to arriving at the gym that there was no trainer.  They want me to continue to show up to sessions despite there being no trainer only to have the session cancelled.  That is a total waste of my time. Crunch is clearly not capable of fulfilling their end of the contract and thus the contract is now void.  I am requesting a full refund 

   

   

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

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

  Business Response

  Date: 04/06/2023

  Good Afternoon,

  *** was refusing to meet with both of the trainers that i had recommended. I did make it clear that all PT sales are non refundable so if *** does not want to use that's fine but they are non refundable. 

   

  Thank you,

  Customer Answer

  Date: 04/10/2023

  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

  Crunch has provided me with three trainers that have failed to show up during the personal training. Crunch does not have the capability to preform on the contract and thus it needs to refund me immediately.  

   

   

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

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

• Initial Complaint

  Date:03/17/2023

  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 started a membership online under the impression it was a dollar for the 1st month and then the dues would be due after that. They tried charging me various amounts from $27 to $42 from march 5 until now and Ive sent multiple emails requesting cancellation and they have replied they arent going to cancel until Ive paid my past due so the amount will keep accumulating if I dont pay. I would like to cancel my membership and have any past due balance waived seeing as Ive only used the gym 2 times since Ive had it. Im not happy with the agreement or the management and want to get out of it as soon as possible. My name is ***************************** and my account is under my phone number ************

  Business Response

  Date: 04/28/2023

  Good Afternoon,

  Attempted to call member to resolve the problem to let him know that I was going to help him; but there were communication issues. We're going to go ahead and cancel the membership with no future payments due and waive all past dues and late fees.

   

  Thank you,

  Customer Answer

  Date: 05/02/2023

  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:03/16/2023

  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.

  Hello my name is ************************* About 3 weeks ago I was charged a unauthorized charge of 149 dollars from crunch ********* ** when I notified manager treyvon he stated "it was a computer cliche " and I would get my money in 3 to 5 days. I still haven't received my money and no one from ********* gym or your corporate offices have responded to my request for answers, its been over 3 weeks and no response from management, owner of gym or corporate offices which leads me to believe this was complete theft on their part.

  Business Response

  Date: 03/17/2023

  Good Morning,

  I just spoke to him today (3/16) this evening Ill submit it in the morning.

   

  Thank you,

• Initial Complaint

  Date:03/16/2023

  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 used to work for them, and I worked in the crunch kids position and at first I really enjoyed it until I would be left alone to take care of 20+ kids by myself throughout my shift. I would ask for help and it was like no one would try and resolve the problem. I am making this complaint because there are so many kids that come in and need certain attention at times that it makes it hard to do without having help when your left alone to take care of all these kids. I feel like there needs to be better communication with their team because I used to be left alone the last few times I worked before I decided to quit I probably would have stayed if there was better communication.

  Business Response

  Date: 03/17/2023

  Good Morning,

  Management will connect with the former employee to resolve the issue.

   

  Thank you,

• Initial Complaint

  Date:03/15/2023

  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 initially signed up for Personal Training on 2/10/23 at Crunch at the * **** ********, and specifically told the employee (****) who signed me up that I would only do a one month trial of the program and asked if that was ok and what the cancellation policy was. I was told that yes it was fine and I could cancel anytime as long as I notified my trainer before the next month of sessions started. This was the only information I was given. Once I notified my trainer before the next month of sessions I was told that I had to give 30 days notice to which I responded that I had already notified **** when I started of only doing a month and was never given a cancellation form at that time. This discussion with the trainer happened on 3/10/23 when I was charged $877.80 for the next sessions. I spoke with the head trainer only to find out that **** was fired for promising false information and lying about policy, and that they actually had a two month minimum as well as the 30 day prior filling out of the cancellation form policies, again information I was never given. I also learned that it is also policy to meet with the head trainer prior to signing up to walk me through the policies, which also never happened, as this was the first time I had met with the head trainer. Since then I have been trying to resolve this situation and be refunded the full amount charged and receive no further charges, given I was misled by an employee and never received any explanation of correct policy from the head trainer. I also found out that the cancellation form I had signed on 3/10/23 (to make sure I would not be charged going forward) was incorrect and i had to sign the correct form on 3/11/23, and am concerned I will be charged again. I find this situation deeply frustrating given I have enjoyed my time at Crunch so far and it should be very simple to refund for mistakes on Crunchs part that occurred above. I have not had any further training sessions while trying to resolve this.

  Business Response

  Date: 03/15/2023

  Hello,

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

  Crunch Member Services

• Initial Complaint

  Date:03/14/2023

  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 paid for an annual gym membership on 6/21/2022. The Pacific Beach gym closed down on 1/13/2023. They have not issued a refund for the months I have paid for and cannot use the gym. There is no contact phone number to reach anyone.

  Customer Answer

  Date: 04/07/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Crunch Fitness regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 04/28/2023

  Good Morning,

  The business entity closed permanently on 1/13/23.

   

  Thank you,

  Business Response

  Date: 01/10/2024

  Good Morning,

  The previous response is our final resolution. Ultimately, the business is closed. 

  
  Thank you

  Customer Answer

  Date: 01/16/2024

  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 paid for an annual gym membership on 6/21/2022. The Pacific Beach gym closed down on 1/13/2023. I paid for a full year membership and was unable to use the balance of my membership after the Pacific Beach location closed. I am owed a refund for the remaining time on my membership period that I was not able to use. Please issue a refund for the remainder of my membership period that I was not able to use the gym at the Pacific Beach or Serra Mesa location. 
  

   

   

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

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

• Initial Complaint

  Date:03/10/2023

  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 have been a member with Crunch Fitness ********* *********** since 2021. I moved to *************, ********** this year 2023 and went to the crunch fitness in the ************************. I had the top membership in ********* *********** because it came with a guess pass for my child. The ******************* crunch does not offer child care or have a kids zone or offer anywhere safe for your child while you work out. Due to this I tried to lower my membership at the ******************* gym and they told me I had to call my home gym to lower my membership. I tried calling the ********* crunch and they told me they could only lower my membership if I came in person to that facility. I then just tried to cancel that membership so that I could open up an new membership at a lower teir and price point but they said that I have to physically go to the ********* facility in order to cancel or change my membership in any way. I told them that I no longer live in that state and they said that is their policy. I tried calling the crunch fitness corporate number that is posted on their website but that number is not a working number. I then tried calling and leaving a voicemail message to the number list in the Better business Bureau website but I didnt receive a call back. There is no way I can get all the way back to ********* *********** in order to cancel or change my membership.

  Business Response

  Date: 03/13/2023

  Good Afternoon,

  Good afternoon,
  
  Our cancellation policy indicates that a membership cannot be cancelled by phone or verbal conversation. 
  It can only be accepted if requested in person, or via U.S. mail, to the address stated on the member's agreement.
  
  *Please refer to document attached to present email; 
  *********************'s agreement image. 
  Page 5, Item 2 of : ADDITIONAL CANCELLATION INFORMATION.
  
  A membership upgrade or downgrade requires the member's presence because their signature is required at the front desk, in order to authorize the club to alter the monthly fee charged to their bank account or credit card and any subsequent upgrade or downgrade fees, if applicable.
  
  ************* ****** has been contacted today to invite him to mail a cancellation request to our club. It will be handled immediately after reception.
  
  
  Regards,

• Initial Complaint

  Date:03/10/2023

  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.

  Crunch Fitness (********, **********) sent me a "contract" with no signature, stating that payments were due to begin in **** (yes, 7 years from now) and on the strength of this travesty, is demanding that I pay them something like $150 if I want to cancel my membership, even though they advertise $10 a month and I had only been there for about three months.Plainly I don't owe anything, since the date of the first payment is 7 years from now - according to the "contract" that their overbearing, unpleasant assistant manager insists is the only thing that matters. He admits that "oh, the dates are all wrong" on the contract, but calculated some amount that he decided I owed, and stated that he refused to cancel my membership unless I paid it. So, here we are.Now some low-rent collection agency in ***** is harassing me on their behalf. Good grief.I demand that Crunch stop harassing me via the collection agency, and that they cancel the membership.

  Business Response

  Date: 03/13/2023

  Good Afternoon,

  I just got off the phone with ****************. He was very pleased to hear from me and even more happy that I was able to resolve his issue. I absolved the balance and the account is no longer in a state of collections. I apologized for his experience and let him know he is more than welcome to workout with us in the future.

   

  Thank you,

  Customer Answer

  Date: 03/16/2023

  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:03/08/2023

  Type:Order 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 ***********, **. I would look into their annual policies. They charge an annual fee of $86 a year. I canceled the service on Sunday March 5th, 2023. They still charged me this fee. Because I canceled within 10 days of the fee. Makes zero sense to be able to charge an annual fee to someone canceling their service. What a rip off. If you can't help me, please look into this to stop this theft from happening to others. They have lost a customer for life because of this, a pretty foolish policy if you ask me. Thank you.

  Business Response

  Date: 03/10/2023

  Good morning, 

   

  Hello, my name is ***** and I work with the Crunch Fitness ** locations. We had a BBB complaint come through with the case number #********. 

   

  Can you help me take care of this or bring it to the next level? I have a copy of their agreement where it states they are liable for this charge. 

   

  Additional Cancel Information: Section 2

   

  Annual fee that *** is talking about is also labeled in Terms and Conditions under spot 1.6 

   

  Thank you! 

  Customer Answer

  Date: 03/15/2023

  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 complaint is that it should be criminal to charge someone this fee while they cancel before the charge. 10 days before the charge is in the contract, but that doesnt mean it should be legal. You are stealing money from people for services they are not receiving. The sad thing is I wouldve came back to Crunch after my injury. Now however, I have zero interest in your business based on these unethical business practices. 

   

   

   

   

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

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

• Initial Complaint

  Date:03/08/2023

  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 fitness and was sold a promotional trainer program, within a few months I had received a job offer and had to relocate to a different state. When I first signed up the Trainer that was assigned to me was ***** and then later on transferred to *******. When signing up, I told ***** that I would be traveling in the month of July and he worked with me to fix a schedule but ******* refused to accommodate that schedule. Upon learning about the job, I notified ******* which then told me to speak to *****. I told ***** about it and he said he would talk to the manager, days went by and nothing, when I finally talked to the manager, I told him that I could transfer my account and the training session to the crunch fitness in the city where I would be relocating and he said not possible. I then told him that not only am I relocating, I am also traveling like I mentioned to ****** upon signing up and that there was no way I would be able to do all the sessions that I had already paid for and pay for additional ones without receiving the training sessions. *****, no help. So I decided to contact customer service on July 19th, he told me that I could Im fact transfer the account to a different location. When I contacted the manager at the crunch fitness he told me that I could not. And that I must pay for the sessions, again I would not have a problem paying for the sessions if I were actually being trained but I would not be, because I was not going to be in that state. So fast forward to when I got to my new City, I wrote a letter to crunch as instructed by the customer service rep. ***** I kept getting billed, and was told my letter was not received. I tracked it 2 months later and it said it was delivered. I emailed customer service and once I provided all the information, they stopped responding. Now its 8 months later and they put it on my credit report.

  Business Response

  Date: 03/08/2023

  Good Afternoon,

  We don't put anything to do with PT on credit reports, as we don't report it to credit agencies. 
  
  If this occurred it's because her membership is past due. Which I do see to be the case. See attached.

  As far as the members training, they never even completed the terms of the original agreement they signed. And in fact, only made one full payment and the others charged back. 
  

   

  Thank you,