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

  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

• 

  Crunch Fitness

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

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:04/11/2025

  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 attempted to close my account in 12/2024 by going into the gym. The website says you can close by going into the gym, I have attached it. I was given ************** and was told I had to call this number to close. The online person in ******* told me they would close my account but I would be charged $20 for the next month dues which I agreed to, this is in my contract. This account was never closed. I finally had to stop payment with my bank. I am now incurring late fees on top of gym membership fees. I spoke with the manage ***** ****** at the Crunch store in ************ *************) on 04/11/2025 and did not get any help from him. I believe this is fraud and taking advantage of college students. I am unable to close this account due to late fees and ongoing gym fees. I would appreciate any help.

  Business Response

  Date: 04/18/2025

  Good Afternoon,

  Management Response:

  We had to go through our collections company to get this processed, but you can see the email thread below so all is taken care of.
  
  Account # - **********
  Member name - **** *******
  Location  Crunch ************
  Synopsis  We spoke with the member on multiple occasions and below are the details
  04/01/2025 Outbound Call Member refused to pay past dues
  04/08/2025 Outbound Call Member advised to call back.
  04/10/2025 Inbound Call Member called to cancel the account; call got disconnected.
  04/14/2025 Outbound Call Member refused to pay past dues, also spoke about going to BBB.
  04/14/2025 Inbound Call Member called to cancel the account, paid past dues and upcoming dues. Cancellation request has been placed for 05/27/2025.

  Thank you,

• Initial Complaint

  Date:04/09/2025

  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.

  Crunch fitness reached out to my business via Instagram to set up a partnership to promote my business for a fee. We talked to the assistant manager who explained how it worked and we agreed to do a month. As we got closer to a month I sent an email to the assistant manager to let him know we were not going to renew. He ignored me. I called the location to let him know and he told me no problem end of story. Days pass and I'm charged $150. I emailed again and no follow up so I call again and they tell me I have to cancel 30 days in advance. Mind you the AM never brought this to my attention. I asked for a return of my $150 that was charged and they said no nothing we can do about it. This company (manager and AM) withhold vital information so they can scam you into paying extra. Had the employee told me I had to cancel 30 days in advance I would have canceled the same day we agreed to start. They never emailed me any type of documents stating this was their policy.

  Business Response

  Date: 04/25/2025

  Good Morning,

  Management Response:

  After reviewing the account and speaking with our team, we were able to clarify the terms of the agreement with ******. Specifically, we confirmed that he was aware of and understood our 30-day cancellation policy, which was outlined at the time of signup.
  ****** acknowledged this policy during our recent conversation and expressed that he was comfortable with the cancellation terms, including the fact that no refund would be issued. His membership remains active for the remainder of the 30-day period, and during this time, we will continue to support and promote his business as part of our commitment to all active members.
  As such, we believe we have addressed the concerns raised in the complaint. Given that the cancellation policy was communicated and agreed upon, and that services are continuing to be delivered through the active period, we do not believe any additional relief or refund is warranted in this case.

  Thank you

• Initial Complaint

  Date:04/09/2025

  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.

  Moved to *********, ** from ** in March 2020.Soon after: Joined Crunch Fitness (****************************************). Membership: $34.49/month Feb 2025; Called the gym, from *************, to Cancel my Membership... I no longer live in *********, and I travel extensively for work; 0 visits in previous 12 months... over $400 in sunk membership fees... all I wanted to do was end the money wasting. (I was told had to cancel in-person, 30-days notice, rudely hung up on me)March 11, 2025: At significant cost and inconvenience, I visited Crunch Kissimmee IN PERSON! Crunch employee, YAMI, greeted me, processed my cancellation, said my timing was "perfect" and provided me my Cancellation Paperwork; $0 Balance April 8, 2025: ANOTHER $34.49 deduction was made from my bank account!ACTION: ON PRINCIPLE ALONE, I want that $34.49 payment reversed immediately!ON PRINCIPLE, one has to wonder how many MILLIONS of dollars are "stolen" from customers, who are trying to cancel a membership; and the number of "extra months' membership fees" that are collected because of the manufactured "hoops" that must be jumped in order to cancel. If I was a lawyer I'd start pulling together a Class-Action lawsuit against CRUNCH. CRUNCH's business practices are UNCONSCIONABLE!!

  Business Response

  Date: 04/15/2025

  Good Afternoon,

  Management Response:

  Refunding the last payment.  Account will not be billed any further.

  Thank you,

  Customer Answer

  Date: 04/26/2025

  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]

  while CRUNCH SAID they would refund the last payment they took, I have NOT received a refund yet. I do not trust this company enough to close my case based on their word; AND it would NOT surprise me if around the 8th-11th of May   they deducted another payment.  For those reasons, Im requesting that you keep my case open another 14 days, or until I see a credit hit my account.  Can the BBB follow up with Crunch to see when they plan on processing my credit?

   

   

   

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

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Business Response

  Date: 06/06/2025

  Good Afternoon,

  Management Response:

  Verified this morning that the refund was processed. Will hit bank account in 3-4 business days. 

  Thank you,

• Initial Complaint

  Date:04/08/2025

  Type:Order 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 30-APR-2024, I purchased 4 sessions of personal training (PT) for $260 over the phone with a trainer named ***** *****. I did not sign a contract nor receive a contract. On 10-JUL-2024, I noticed 2 charges of $320. I was told then that I had entered into a 3 month contract that has auto renewal. I asked for the contract and I kept receiving my membership contract, not my PT contract. On 16-JUL-2024, I signed paperwork in person to stop the contract. On 25-JUL-2024, I was charged an additional $320. My credit card charged back all charges and stopped all future charges. I thought this was the end of it, but when I tried to cancel my gym membership, I was informed that I still have $960 outstanding.I asked for the contract again and finally received it for the first time on 08-APR-2025. I found on the signature lines that someone signed for me. Per the contract, I may cancel it any time before midnight of the third operating day after receiving a copy of the contract by providing a letter to the gym. I visited the gym on 08-APR-2025 and gave my letter to ****** ******** who declined to take it and said the system automatically sends the contract upon creation. Upon asking for proof, he refused and said the proof would be shown in court. Eventually he took my letter, but said he will not put it in my file. I sent a copy of the letter via certified mail with signature requested on 08-APR-2025. Please remove these false charges from my account and cancel my membership. I did not sign nor receive a contract and my signature was forged on this contract.

  Business Response

  Date: 04/15/2025

  Good Afternoon,

  Management Response:

  After a review of this member's account, this member, **** ******* was cancelled with an effective date of April 11 2025. No further charges will be pending.

  Thank you,

  Customer Answer

  Date: 04/17/2025

  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:04/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 a member of the Crunch Fitness, *********** location (***********************************). My Member's ID is *********. On September 23, 2024 I've applied for a personal training and signed the agreement (Agreement# **********) for the duration of 3 months, which included 4 sessions per month at $95 per session, totaling $397.10 per month (Grand Total $1191.30). It was initially pointed out by Personal Training Manager, ***** ******, that in order to avoid automatic renewal of the Personal Training Plan, I have to provide a cancellation notice no later than 11/21/2024 (1 month before my current agreement would expire). I decided to not continue my personal training sessions, since I was able to train on my own further on and I also found out that I am pregnant, so I visited the gym and filled out the Cancellation Form on 11/20/2024. On 12/16/2024 I had my last of 3-month Personal Training session. On 12/18/2024 I saw a charge of $397.10 from the gym for the 4th month of personal training, which I haven't signed up for. It has been 4 months, and I am still not getting any refund, despite my multiple visits and conversations with ***** ****** and their General Manager, ******* ******. I had to take this matter into my own hands and file a dispute with my bank, but to my surprise, the gym provided my bank with false evidence, saying that I have contacted their facility to cancel my Personal Training on 12/30/2024. My dispute claim was refused by the bank because of that, and my further tries to resolve this matter directly with the gym are either being ignored or refused. They just kept sending me "refund receipts" which had no indication of the backing account where the refund went. One more fact that might be important, I was in this Personal Training program together with my friend, we cancelled the same exact date and time, and she had the same exact issue, however her bank took her side and protected her for this overcharge, and she agreed to be a witness.

  Customer Answer

  Date: 05/02/2025

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

• Initial Complaint

  Date:04/07/2025

  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.

  Recently a Crunch Fitness has opened up in my area. My wife and I were excited as it's the only large-scale commercial gym in our area. Although, since we've signed up, we have been borderline harrassed by the staff for personal training. In the last week and a half, my wife has been contacted at least 5 times about personal training, and I've been contacted at least 3 times. Each time we've been contacted, we've made it extremely clear that we are not interested and no longer want to be contacted. As I was contacted earlier today, I requested to be taken off of the list where the staff stated, "There's not much I can do on my side, they just give me a list of people to call". I just want me and my wife to be taken off of the call list.

  Business Response

  Date: 04/10/2025

  Good Afternoon,

  Management Response:

  Both have been removed and PT Team will be coached by *** on proper deduction of event if someone expresses desire to be removed from calls. Management emailed member on status.

  Thank you,

  Customer Answer

  Date: 04/14/2025

  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:04/07/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  *** had memberships with many different gyms but Crunch Fitness is by far the worst! For some reason, this gym attempts to hold their members hostage to a membership even after cancellation! I signed up for Crunchs membership at the beginning of this year for the $1 deal. I only attended this gym once before deciding to cancel my membership due to building myself an at home gym. I had already noticed Crunch attempting to pull different amounts of money from two different accounts and attempted to call and cancel my membership but was told that I had to do this in person. I spoke with the *** at my local crunch, signed all of the documentation for cancellation along with the paperwork stating that I owe $0.00 to crunch as of the 1st of April 2025. As of today, 7th of April 2025, crunch is still pulling money from my accounts in different amounts. I even called my bank to put a stop to this as it continues to go on. They took a $32 payment from one of my accounts after the cancellation date so I had to go back up to the location to speak with the same *** and ask for my information to be taken out of their system and for a refund! Crunch ***s keep trying to argue with me about a balance being due despite the information that is on my cancellation documents saying that Ive already paid and owe $0. This is illegal and I am tempted to get my lawyer involved! The *** stated that he issued a refund and removed my account informations out of their payment system but I am still receiving notifications about Crunch attempting to still take money from my accounts! I asked the *** for the corporates phone number but he refused to give it to me. Remove my information refund me of the money that you took after my cancellation date! Its a shame that Crunch holds people hostage like this!

  Business Response

  Date: 04/10/2025

  Good Afternoon,

  Management Response:

  The membership is canceled-- the reason the account continues to try and pull invoices is because of chargebacks occurring on the account.  In this case, ******** was responsible for any and all payments, including a 30 days notice on her 4/1 request to cancel.  No further invoices will be charged to the account, but collections efforts might continue to occur if the member charges back invoices with her bank.

  Thank you,

  Customer Answer

  Date: 04/14/2025

  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]

   On my documentation, it states that I owe 0.00 so there should be no fees that accrued and need to be paid back. My first month of signing up, I only had to pay $1 and that was in January. You charged my card even after cancellation and youre still attempting to charge money today as I write this message.  Crunch fitness has been attempting to charge over $200 from not only one of my debit cards but also different amounts from my separate bank account. I only checked into this gym once during the whole time that I had a membership and canceled 3 months after having to only pay $1 for signing up in January. If this does not stop, I will be pursing legal action. There should be no reason Crunch fitness should be holding people hostage to a membership and threatening them about being bullied from a collection agency all because I dont want to be a member any longer. This is harassment at this point and if this does not stop, I will be taking legal action against Crunch fitness. 

   

   

   

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

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

  Business Response

  Date: 06/06/2025

  Good Afternoon,

  Management Response:

  All members must pay their first 90 days before being able to cancel or adjust their membership.  The cancellation was submitted and so long as the 90 days of payments are collected, it will finalize out and cease billing.

  Thank you,

  Customer Answer

  Date: 06/24/2025

  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]

  If this issue continues, there will be legal action taken as I said months ago. Its harassment and Ive already shown proof that I was at a zero balance when canceling the membership with signature from the establishment. Youre attempting to collect different amounts of money each time you try to pull from multiple banking accounts. You obtained my information regarding an account without my permission and *** already asked you to stop harassing me. My lawyer and I are prepared to take legal action if this issue continues.  

   

   

   

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

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

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 canceled my membership with pivotal fitness on July 24th of 2024. Today April 4th 2025 I was emailed saying my account has been sent to collection from crunch fitness for 149.75$. I have never had a membership with them nor signed a contract. I have never enrolled with this business. I want this to be known for further customers my experience. It seems to me they carried over my contract that was void.

• Initial Complaint

  Date:04/04/2025

  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 and signed up for 10 sessions with a personal trainer - to the tune of over $500. I had 3 sessions with a trainer before she abruptly quit the gym. I was placed with a new trainer. This new trainer cancelled EVERY SINGLE session I scheduled with her then stopped responding to requests. I called the Columbus GA branch of Crunch Fitness countless times and left multiple messages requesting a new trainer. No one ever called me back. I eventually gave up and cancelled my membership after roughly 6 months. After I cancelled my membership they continued to attempt to charge my card. When I emailed the branch about it, I was told that this $24.99 was my last membership fee. I told them to take the balance out of the hundreds of dollars they stole from me with the personal trainer sessions. He responded, confirmed I had 7 sessions left but I would have to reactivate my membership to utilize. I told him again to take the money they are fraudulently charging me for this last month out of that hundreds of dollars. He then added fees and now the gym is attempting to charge my credit card nearly $60. This gym is awful and is stealing money from their members by getting members to sign up for incredibly expensive personal training sessions and then refusing to schedule them. Then, to make a terrible situation worse, they then charge ridiculous amounts after cancellations. They can either void the $60 they are threatening to turn me over to collections for OR they can refund my money for the unused sessions they refused to actually provide and Ill gladly pay the $60.

  Business Response

  Date: 04/10/2025

  Good Afternoon,

  Management Response:

  This member submitted a cancel thru SMG and we processed the 30-day notice on 2/26. We had reached out to her thru email to confirm the cancel had been processed and there was only one payment remaining. She had not used the club but only 5 times back in March of 2024 where ** was the *** at ********. We had NO record af any notes or previous customer service issues or attempts to cancel the memebrship or PT.
  
  After reading her concerns we have removed the past-due on the pending cancel as of 4/8/25 to be able to help resolve the BBB complaint. The membership has been cancelled with NO past-due balance. I have sent emails with the cxl form for confirmation and have asked abc to do the same for confirmaiton.
  
  
  
  **** and ****** both have given me the ability to try to add FREE time to her membership and reactivate the account as to make effort to get her back in the club. I have left 2 voicemails and one email over the last 48-hours with no response/reply. I am sure that our PT Department made effort to get her reschedule for the 7 paid personal training sessions on her account....and the account shows no other club usage than the dates of the 3 sessions she has used. I will continue to make effort to apologize for not being able to schedule the previous training sessions and that "we truly make effort but it may have been missed on our part" as we have made employment changes in the leadership in that department for this location. That is not her fault and we can only make effort to apologize and try to schedule the use of those sessions on a free 3-month memebrship.

  Thank you,

• Initial Complaint

  Date:04/04/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 free trial with crunch fitness is ******, ******* and when I wanted to cancel it because I had left the state I called them on January 30th. The employee told me she would cancel my membership no problem. In April I get calls from a collections agency telling me I owe money. I called again today and they admitted fault but said they were still going to charge me and that there was nothing they could do.