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

  330 Flatbush Ave Brooklyn, NY 11238-4302

• 

  Crunch Fitness

  162 W 83rd St New York, NY 10024-5259

• 

  Crunch, LLC

  1259 Washington Ave Miami Beach, FL 33139-4613

• 

  Crunch Fitness

  2 Cooper Sq New York, NY 10003-7153

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:02/23/2023

  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.

  Greetings. On 01-26-2023 at approximately 2:00 pm I was exercising at the Crunch gym located ****************************************************************************. I was using the incline bench, I was between sets when another gym goer removed a weight plate from the rack I was on, not the barbell. There were many other racks that were not being used with the weight this man wanted. I mentioned that it is rude just to take it without asking and added that he did not know if I was going to use that plate. I pointed this fact out to this man and he flipped his hand as if to say dont bother or its not a big deal. I went over to where he was and took this plate from the barbell he was using thinking that he would take the same attitude as he displayed when he took it from me. Moments later I was approached by one of the gym staff members. He asked what happened, I told him that nothing had occurred. He insisted that I tell him what happened. I narrated the incident, immediately he said that I was being boisterous and I needed to leave the gym. I explained to him that I had a few more exercises to complete and that I would leave after that. He said that he was going to call the police. I did not know what I had done so egregious that required me to leave the gym or get the police involved, I still do not. I continued with a few more sets, not completing my routine, decided to leave as I was upset and confused. At the door your representative told me in a very loud manner that I was never to set foot in a Crunch gym, that my membership would be cancelled. I was met by a couple of police officers and interviewed on the events leading to their response. I was a Crunch gym member for several years and a gym goer for most of my life. I believe his friendship with the other gym member led him to his bias behavior. It may even be RACIAL bias?

  Business Response

  Date: 02/24/2023

  Good Morning,

  While at the front desk,  the staff could hear a member screaming and cursing  with noise coming from the free-weight area. The General Manager went to the area and approached the member. When we spoke to the member from this complaint he was screaming and cursing about another member upset that the member was using his equipment.
  
   We asked to explain what happened.
  
  The complainant admittedly said that "while he was in the restroom that member took off my weights and started using the equipment I was using." The other member was honestly apologizing and repeated his defense was "he didn't see anyone and did not know he was there and he was sorry." 
  
  The complainant said that when he got back he was ****** off. He admittedly was screaming and cursing at the member to teach him a ******* Once he chased the other member away to another piece of equipment on the other side of the club....he continued to scream and curse at him across the room. The complainant then, Admittedly as written in his BBB Complaint, went over to the other member while he was using a piece of equipment and started taking the weights off the bar while the member was working out in order for "him to know what it is like". The complainant wanted to antagonize the apologizing member even more. He told the story and he got louder and louder and cursing more and more...
  
  The ** asked the member to stop cursing and screaming . We tried explaining to the complainant that this was a positive environment and we can all share the equipment without raising our voices, cursing, or threatening members across the room. This was a simple mis-understanding and the other member has apologized. The other member has left the area and gone to a different part of the club.  
  
  We told the member "if he continued to make a disturbance and scream across the room....that he would have to leave for the day." The complaintant continued to scream and curse and told the ** to "********" and "leave him alone." He does not have to leave and he is "going to finish his workout"
  
  We calmly turned around and left immediately and walked to the front desk to call the police.
  
  When the police arrived. The ** and the police officers walked back to get the member from the club and ****** him to the front lobby. The complainant continued to curse in front of the police. Because of the disturbance and yelling.....The police walked the member outside and one officer stayed with the ** to hear the story and take notes. We proceeded to CANCEL/REVOKE the membership and had the police officially file a NO TRESPASS order. This restricts the individual from coming back to the club. If he returns to the club there would be grounds for immediate arrest.
  
  We never want this negative situation with any member. We truly regret that any situation gets to these levels. However, screaming, cursing, and bullying will not be tolerated for the safety of our staff and other members. 

   

  Thank you,

  Customer Answer

  Date: 02/27/2023

  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 only part of their response that is true is that I became a bit loud when the supposed manager came to speak with me. The manager approached me only because the other gym member protested to an action that he initiated. I had my earphones on and I did not realize that I was somewhat loud until the manager asked to lower my voice. I never yelled, cursed, never derogatory, nor was I angry to the point of physical confrontation. I mentioned that I was upset, only after the manager told me to leave and that he had called the police
  The contract states that, in cases such as this, the staff will talk to members behind closed doors and this manager never gave me the opportunity of a conversation in private. 
  I do not know who is writing their response but, I do know that the only people involved were me, the other gym member and this so called manager.
  I never mentioned a restroom as I did not go to the restroom that day at the gym. When they say we calmly walked to the front desk, no one else but the manager approached me, there was no WE. The other gym member never apologized to me nor anyone else that I saw, like I said, he flipped his wrist as if to say that it should not bother me. I never did nor will I ever take a weight of a bar while in use, that is just ludicrous.
  They have cameras throughout the gym, cameras do not lie. Show the footage!
  

   

   

   

   

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

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

  Customer Answer

  Date: 04/07/2023

  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:

  Everything you have said about me is a lie. You have cameras throughout the gym, video does not lie. You, whoever is replying, lie!

   

   

   

   

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

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

  Business Response

  Date: 04/13/2023

  Good Morning,

  Our response will continue to be the same:

  This particular member caused such a disturbance yelling at another member that the management team heard this across the room and had to step in and address the disturbance. We would have never had to go through this experience if the member did not cause a disturbance. We see over **** workouts each and every day..... and this experience is extremely rare.
  
  This member was not cooperative when asked to come to the lobby and talk and continued to be a disturbance to the rest of the people in the room. This member was asked to leave and refused.
  
  The police were called to ensure the safety of the staff and the members. The behavior from this member led to the management team to revoking and cancelling his membership. It also led to this member being trespassed from the property and not allowed to return. 
  
  We will continue to train our staff on handling these type of issues. While we never want to lose members over these issues. We will work diligently to protect the safety of the staff and members.

   

  Thank you,
  
  

• Initial Complaint

  Date:02/22/2023

  Type:Product 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 encountered this issue with Crunch Fitness located in ************ on 2/20/23. My attempts to resolve this issue locally with the club have been unfruitful, and I have not received any response from the *** My wife was charged $10 on 2/9/23 for a kickoff session that she did not want. She has emails stating the session was cancelled 4 days later. On 2/17 I cancelled another session that had been scheduled for her, but I was informed by the employees that they could not provide us with a refund. One of the employees offered to Venmo us $10 to resolve the situation. However, this felt like an attempt to prevent the escalation of the issue to the manager.The manager stated that **************** transactions are only valid for three days, and we were unable to receive a refund after that length of time. However, when we mentioned that other stores allow 30-60-day refund policies, he changed his wording and said that all sales are final and that this policy is written on the bottom of the receipt. Furthermore, the manager failed to provide us with a receipt after he signed up my wife for the kickoff session.The manager went on to state that they cannot issue any refunds at the club level, and we would need to take the matter up with corporate. He then discouraged us from doing so, citing the length of time and effort required. When I requested to see the terms listed in the membership agreement, the manager stated that those terms were not present in the agreement and were merely the club's policy. It is my belief that it is not reasonable to have a policy that is not explained to customers when they sign up for a service or anywhere in writing. During the conversation, the manager asked if I was calling him a liar, which I found to be unprofessional.In light of this, I went to the club on 2/21/23, to obtain a receipt to confirm if it indeed stated that "all sales were final". The receipt did not state that as mentioned by the manager in question and is attached.

  Business Response

  Date: 02/28/2023

  Good Afternoon,

  We will refund the $10 to the member. We apologize that it got to this point.

  Thank you,
  
  

  Customer Answer

  Date: 03/02/2023

  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:02/22/2023

  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.

  12/15/22 I cancelled all of my memberships at Crunch Fitness (*****************: *****************************************************************************************/************) for myself and my two sons. I called my gym and asked how to do it and they gave me the email address to use so the cancellation was in writing. I cancelled the membership because of the repeated issues we had with billing. I was charged for my son's (only one) dues on 1/20/23. I called and spoke with a manager who said they had been without a manager for some time and he emailed me back that same day "Hey *****,All of your accounts are inactive and so you should not see anymore charges on them!Let me know if you have any more questions."I emailed again on 1/24/23 asking when I would see that credit for the dues charged. I emailed again on 1/26/23. I emailed again on 2/13/23. I have called and been told the manager promises to call me back. I have called corporate - their number is "not monitored" and you are asked to call your local gym. I have emailed every corporate division I can, to no avail.This is not a large amount of money they owe me. But they owe me the money. They have been impossible with billing related issues since we became members and they should not be allowed to do this to anyone else. Had I not checked my bank account, I never would have known they charged me when they shouldn't have and I wonder how many others they have done/are doing this to.I have all of this in one email thread but it won't let me upload. Thank you!

  Business Response

  Date: 03/09/2023

  Good Afternoon,

  Refund request is done. Member was happy with the outcome. 

   

  Thank you,

  Customer Answer

  Date: 03/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Complaint was resolved in that I received my refund. But their response that I was satisfied was 100% not accurate or truthful. Not once did I say I was satisfied. No apology for the amount of time or effort it took to get this resolved or for their not one mistake in charging me, but two incorrect charges...THIS TIME. The email I received said I would be receiving the refund by check in the mail and I did not, it was drafted into my account which is fine but again, not what they told me would happen. Who knows who else they are charging monthly incorrectly-very wrong and unfortunate that they don't care to apologize. They lost our 4 memberships and I would highly encourage NO ONE to be a member of this gym. 

   

   

   

   

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

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

• Initial Complaint

  Date:02/21/2023

  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.

  They initially charger your account twice when you attempt to close your account. I was charged on the 17th of February twice for the same amount initially. Furthermore , again I was charged again twice for the same amount on the 20th of February. There practice's very underhanded, and they are looking to take more funds from consumers then allowed. And with the current economics , its extremely unfair for pratices.

  Business Response

  Date: 02/23/2023

  Good Afternoon,

  Member Cancelled and was refunded for double charge.

   

  Thank you,

• Initial Complaint

  Date:02/21/2023

  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.

  I have been trying to cancel this membership because I lived near the gym. I moved back home because I was having too many complications. I was not able to afford a way to live where I was. I have been trying to cancel and understand because cancelling in the gym is better it was a bit more complicated. They told me to send in a letter for cancellation and I did, but they are still trying to charge me for the last few months. I don't remember when I sent that letter in the library as there are no records of when I printed it. I've tried reaching out to them to work things out but no such luck. I would just like it to be fully cancelled and waive the fees.

  Business Response

  Date: 02/23/2023

  Good Morning,

  We will cancel and remove the balance. We apologize for the inconvenience.

  Thank you,

  Customer Answer

  Date: 03/02/2023

  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:02/21/2023

  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.

  The cancelation process with this company is impossible. It's almost as if they intentionally make it difficult to keep collecting revenue from their customers. Apparently the cancelation has to be a 30 day notice. Which means even if you the day you're payment is due, you will not only be paying for that month but for the next month as well. In order to cancel you must go to a crunch location, or send a certified letter stating WHY you want to cancel. The letter then has to go under a review which can take weeks, according to a local crunch employee from the gym I attended. Basically, if you are no longer in a state that has a crunch or if you live hours away from one, it will take weeks, possibly months to cancel because even after the letter is sent and reviewed, you will still be charged for another 30 days of service due to their flawed policy after waiting weeks for the mailing and reviewing process. Not only does this company have an impossible cancelation process, they will continue to charge you FOREVER, even if the paymentis rejected. I worked at a company that did membership fees, we had a cancelation process as well with access to an online portal for situations such as this, and we also would only allow your account to have a rejected for 3 months and then our corporate would automatically terminate your account to keep from building a ridiculous outstanding balance. My complaint is that in this age we are in, going in person or mailing a certified letter that will take weeks is not suitable for everyone. This company needs to make adjustments regarding an online portal for these type of situations. Reading the reviews posted on BBB lets me know that this is an ongoing issue for many people regarding this business. It is not a very good business practice and seems to be extremely greedy when it comes to trying to terminate service with them. This is truly a consumer nightmare that is near impossible to get out of without continuously paying them.

  Customer Answer

  Date: 03/08/2023

  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:02/17/2023

  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.

  I been a member with crunch fitness for a long time and been on the $10 monthly plan since I started and then all of sudden without any notifications starting 11-17-22 they started to charge me $19.33. Their staff had no knowledge and know why this happened, i been getting run around. Their website has the $10 plan listed and the staff keeps telling me that does not exist anymore more. I was told by the staff everything will go back to normal that they put me back on my $10 plan and the also waived January charge, and now I see my February charge it is $19.33 again. The phone number on the website does not work either every time you call it say not in service. I been lied to and over charge 3 months now and the staff there is no help

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Crunch Fitness has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:02/16/2023

  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.

  In December of 2021 my best friend passed away , he was my gym partner we would go three times a week. After his death I could not bare to go to crunch any longer, the other members and staff knew him well. For approximately two months I carried a balance on my account which I paid in March 0f 2022 and had asked that my account be frozen until a later date when I would rejoin the gym. That's when everything started to go downhill. I noticed I was still being charged in May of 2022 that's when I called and asked why my account hadn't been frozen like the original agreement. If you check the crunch member login you will see that I have not signed in , in over a year , yet I'm still being charged for an account that I had been told was frozen. The balance on the account now sits at ****** dollars and that is outrageous that I somehow am still getting charged .Not to mention the charges that went through unnoticed on my account after already freezing my account. That's theft. I've tried repeatedly to get ahold of some sort of customer care resolution, but there doesn't seem to be any email or in service phone number to reach out to.

  Customer Answer

  Date: 03/13/2023

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

  Business Response

  Date: 04/07/2023

  Good Afternoon,

  Management has reached out to this person multiple times without any response! However, we had his past due balance removed and emailed to remove his account from collections.

   

  Thank you,

• Initial Complaint

  Date:02/16/2023

  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.

  On 1/18/2023 I started my membership with crunch fitness. I was offered a free one time try out for personal training and I accepted it and decided that I was going to sign up for personal training since my session went good. The personal trainer is really nice, I believe he is the personal training manager but hes obviously also a trainer himself, so he provided the service for me, really ********. A few days ago I found out I had to move out the country sooner than I expected too since I was supposed to move out in May. I called and it was just to cancel my regular gym membership not even the personal trainer because I didnt even care for the money that was going to be wasted after paying $180 for the personal training. The associate that received my call told me I should try to get a refund instead of the personal training membership, and I sai sure, before that I contacted another trainer asking her if I can just keep the personal training because I was planning on using them all up really fast before I leave in March, but she never replied. So, I had contacted the personal training manager which is also my personal trainer and I told him about me getting a refund because I am moving to another country and he said he would get back to me at the end of the day and never did so I reached out to him again and he repeated the same thing and never got back to me. So, now I just feel like Im being ignored on purpose and I feel like its truly unprofessional to not keep me updated.

  Business Response

  Date: 04/06/2023

  Good Afternoon,

  After calling ***** and gathering more information from her, she called last week on a Friday (2/10/2023) between 8:00 - 9:00 am. ******* was the only one working at that time. From what she was saying ******* told her to seek a refund for her training sessions. ***** also tried reaching out to ***** with no response from her - ***** did confirm the name "*****" sounded familiar. ****** does have an outgoing call to ***** on Tuesday of this week (2/14/2023) I can't confirm what he said to her on that call. ***** did say she was planning on using her sessions before she left, the only reason she didn't was because ***** never responded to her.

   

  Thank you,

   

• Initial Complaint

  Date:02/16/2023

  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.

  -Date of Issue - 1/19/23 Ongoing -Pricing - $28.60/Month -Business Promise - Working **************** of Health Hazards -Agreement# - ********** -Issue - Unresolved First of all I would like to say that this a decent equipped gym and quite spacious w/ convenient hours and different amenities.I would like to address the steep decline in cleanliness and maintenance at the gym. I would like to use this forum to address these issues to prevent others from having to expose themselves unnecessarily.MENS LOCKER ROOM All tiles by sinks and toilets are cracked and loose which is a huge trip hazard and liability Pools of Urine by urinals GYM FLOOR Multiple broken machines Most cables machines have tears in sheathing which pose a risk of injury All mirrors are extremely filthy and build up of dirt in every area of the gym.Im not here to bad mouth the gym. I attempted to notify the General Manager **** by requesting to schedule a time to discuss the issues and show the photos of the areas and issues in question. She has an extremely rude undertone and in my opinion was not helpful at all in resolving the situation. I was generally concerned that she had no regard to me reporting that there has been blood in the locker room and would simply like it to be cleaned up. In the end my membership was canceled and I will be transitioning to a local gym that engages in general cleaning and listen to their members when they voice a complaint. If anyone from management is interested in reaching out I have photos of the issues and would like to share them so they can be rectified. As stated not trying to bad mouth the organization or establishment as this place has been my home gym for many years but the current staff has completely dropped the ball.

  Business Response

  Date: 02/16/2023

  Good Afternoon,

  We always want to improve on the conditions of the gym. Please send the photos to *********************: *********************************************. I have walked this member around personally and shown him that a lot of the issues in email are fixed or being fixed. 

   

  Thank you,