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 Fitness

  17050 Collins Avenue North Miami Beach, FL 33160-3642

• 

  Crunch Fitness

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

• 

  Crunch Fitness

  825 Manhattan Ave Brooklyn, NY 11222-2507

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:02/15/2023

  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'm a high-school enrolled student, I subscribed for the membership and because of some issues I had with my parent, I was unable to claim my key tag and actually step foot in the gym, additionally the payments continued to occur; when I attepmt to change my password for the email I am "registered" under to sign in and to cancel the subscription I'm met with an error message.10/20/22, 11/21/22, 12/19/22, 12/19/22, 01/31/23 $116.62 Key tag upon email introduction with staff Refunding

  Business Response

  Date: 02/17/2023

  Good Morning,

  ****** we can cancel but no refund.  The member is claiming something on a password. He has to send a notification in or come to the club and cancel.

   

  Thank you.

  Customer Answer

  Date: 02/20/2023

  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 mentioned that when i attempted to sign into my existing account to cancel the subscription i was met with a screen that rejected my login and told me i dont have a membership account with the business, therefore making me unable to cancel

   

   

   

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

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

  Business Response

  Date: 04/19/2023

  Good Morning,

  There is no online cancel provision or ability to log in and cancel.  This is why the membership agreement states they must mail or delivery the cancel request.
  
   
  
  The membership has been cancelled.

  Thank you,

• Initial Complaint

  Date:02/15/2023

  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.

  Joined membership advertised as monthly that could be canceled anytime. Requested cancelation in person within first 30 days. Payment method continued to be charged. Turned off credit card. Crunch continues to accrue monthly charges and now sends collections calls.Used website 'contact us', general manager email, and continued text messages from crunch fitness to reaffirm requests to cancel. Web searches affirm Usury and fraudulent practices as a standard part of crunch's business model. Many class action lawsuits related to this issue. Crunch continues to contact me demanding more money despite my continued requests for termination.

  Business Response

  Date: 02/22/2023

  Good Afternoon,

  Please see attached consumer's membership contract, account ledger and email thread between consumer and General Manager of **** ***.  As you will note, on 12/2/22, consumer requested that her home club be changed to **** *** from ********.  She wanted to see the Group Ex class schedule for **** *** as opposed to ********.  There was never any mention of cancelling her membership.  Her home club was changed as requested with her email.
  
  On 1/25/23, consumer stated that she cancelled in phone and in person.  There was no record of her being either in the club to cancel nor a phone call and/or email.  Every interaction with our members is documented in the member file.  As you can see from the email chain, there didn't seem to be trouble with receiving emails from her but there is absolutely no emails regarding cancellation.
  
  Our ** responded on 1/25/23 telling consumer that her home club had been changed as requested and the only request we had gotten from her was to have her home club changed.  There was nothing in that email indicating that she wanted to cancel.  The contract that she signed is very detailed with our terms for cancellation - one of which is the member's account has to be up to date in order to cancel.  The ** said that he would waive some of the fees as a courtesy if she came in to take care of it but she refused to work with him in any way.
  
  As to the accusation of class action lawsuits, it is imperative that when someone makes an accusation such as this that they are completely aware of the franchise they are referring to.  While I have no knowledge of class action lawsuits at Crunch, there are thousands of Crunch franchises throughout *****************, I believe the lawsuits consumer is referring to relate to a Crunch franchise in ******* and has nothing to do with our Crunch locations here in Virginia.  It is  important, when attempting to accuse or slander a brand,  that a consumer is 100% secure in the facts of their accusations.  To do otherwise, is slander and defamation.  We take the reputation of our business as well as the way in which we conduct ************* very seriously and have never defrauded nor used fraudulent practices as a standard part of Crunch's business model.
  
  
  The monies owed by consumer are due and payable according to the contractual obligations that she agreed to when she signed up to be a member.
  When she pays her past due balance, we will cancel her membership and stop collections on the account.
  
  Thank you.

• Initial Complaint

  Date:02/14/2023

  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.

  We gave the care of our child to the Crunch fitness kids club ***************** in *********** *****. Within minutes of dropping him of to their care, we got a call to walk back to the club. I saw a large gash on my sons forehead and no first aid was applied. This was due to an uncovered corner of the personnel's desk. The contract I signed states that the kids club will be fully child proofed which it was not. Upon discussion with this issue the staff could not locate their manager or get in contact with him. When they did get in contact with the manager his initial response was "Instead of looking for a manager why don't you seek medical attention for your son" Completely unprofessional

  Business Response

  Date: 04/03/2023

  Good ************************************ at the ******* location has several measures in place for child proofing the area. After a thorough investigation of the incident, it was reviewed that the child was in direct supervision of the **** Club Attendant at the time of the incident which resulted in a laceration on his forehead due to a fall. The **** Club attendant immediately called the parent and EMS. The Parent refused EMS services and stated they would take the child to a pediatric hospital. **** club attendant and MSR called the General Manager on his cell phone since it was after working hours and the parents demanded to speak with a manager before taking the child to the hospital. The manager instructed the parent several times to take the child to the hospital and care for the child since the parent had stated via phone that the child allegedly had a "severe injury". The manager followed up via phone with the parent the next morning and the parent stated that the child was ok and had a head laceration. 

  Thank you,

• Initial Complaint

  Date:02/14/2023

  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.

  Apparently the gym wrote my bank account number wrong. A I got charged a very unfair late fee. They have my card on file and instead of processing payment with my card they dragged a late fee of up to $32 that they charged THREE TIMES. My membership is only $14.99 The worst part is Im not getting a full refund this gym is s******* me over right now. They are keeping my money and holding me hostage with a contract when the error here was human. The person wrote my account number wrong. IF MY **** IS ON FILE WHY DO I HAVE A LATE FEE JUST CHARGE THE ****

  Business Response

  Date: 03/01/2023

  Good Morning,

  The members account has been refunded for the late fees he was charged!

   

  Thank you,

• Initial Complaint

  Date:02/13/2023

  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 originally filed a complaint against the specific location which is the **** location in ******, **. I am unable to get a response from them regarding the refund and when I speak to the manager I am told that he is waiting for corporate and that there is nothing he can do. Please see my original message regarding the situation below. I signed up for a gym membership on 1/24/23 for $229. After my first workout, the gym was overcrowded and some of the machines were out of order so i decided to stay at the gym that was closer to my house. I only signed up for the membership because I was told I had 5 business days to cancel for a full refund if I decided that I didn't want to continue the membership. I cancelled my membership on 1/25/23 to make sure I was compliant in cancelling within 5 business days. I sent an email to ************************************** saying I would like to cancel as my contract instructed me to do (Email attached). The contract said that a refund would be issued within 10 days of cancellation. It is now day 19 and no refund has been issued. I called in and spoke to the manager ***** and he told me that corporate had not reviewed the refund log yet but that he would reach out to them to get it going. I sent a follow up email yesterday, 2/7/23, asking for an update but recieved no response. I called in today, 2/8/23, and asked ***** for an update and he said the same thing about the log not being reviewed and that they don't have workers available at corporate and the refunds are behind. He told me to send him an email asking about the refund and that he would forward it. This tells me he never even read the email that I sent him yesterday asking that very question. I understand sometimes things happen and that there are personnel issues, but if I sign a contract and that contracts says an issue will be refunded within 10 days I fully expect that to happen. I would like my refund of 229 issued as promised. Thank you.

  Business Response

  Date: 04/07/2023

  Good Afternoon,

  I reviewed the account and the member did request a refund via email within 5 days of purchasing and provided proof. We will be issuing a refund but will need to refund via check since it was a PIF agreement. We'll reach out to the member to make sure his mailing address is correct tomorrow.

   

   Thank you,

• Initial Complaint

  Date:02/13/2023

  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.

  Offered a promotional deal to join Crunch Fitness in Lancaster ** that included no enrollment fee and no annual fee the first year and a monthly fee with tax of $31.99. I was charged the annual fee of $59.99 in January and Im attempting to recover that fee. I did speak to a front desk manager who told me I was misinformed. I did join the gym with a friend at the exact same time and she did not incur the fee of $59.99.

  Business Response

  Date: 03/08/2023

  Good Morning,

  Management has tried to make numerous attempt at calling the number and haven't received an answer or a return call regarding the complaint at hand.

   

  Thank you,

• Initial Complaint

  Date:02/09/2023

  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.

  As a new member, I signed up for the two month transformation challenge without being told that it was a monthly fee and a monthly allotment of personal trainer sessions. The representative made it sound as if it was a one time price for the whole program, never mentioning a price per month. I have been trying to get this refund for over four months, the manager who advised I would get the refund is no longer with the company and the new manager has not responded to my emails. Seeking a refund of $249.

  Customer Answer

  Date: 03/05/2023

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

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

  
  

  Business Response

  Date: 04/05/2023

  Good Morning,

  A refund has been processed in the amount of $298 for the miscommunication of the Personal Training Package at POS.

  Thank you,

  Customer Answer

  Date: 04/15/2023

  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 once funds have been received.
  
  
  
  Sincerely,
  
  
  ****** *****
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:02/09/2023

  Type:Sales and Advertising 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 cancelling my membership at my location and it just so happened that the yearly membership charges dropped exactly on that date and they would not allow me to cancel without paying it. I contacted the executive offices in an attempt to resolve this to no avail. Now Ive been emailing with their customer service trying to Arrange a call by they never answer the phone or say they will call but I have only had one call from them that I thought was another harassing call as the billing people call and email daily. So I disconnected the call, they have not called again. I have provided requested info documenting when I tried to cancel. Now today I got an email back stating that I have to go to gym location to cancel as if we had not been communicating on this at all. Ive called executive offices multiple times and they wont return my calls.

  Business Response

  Date: 02/10/2023

  Good Morning,

  Member caused issues with her account by placing holds on the credit card transactions. We are cancelling and removing her balance.

  Thank you,

• Initial Complaint

  Date:02/08/2023

  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.

  I signed up for a year contract, halfway through my year my mother passed away. I went into the location at ******************************************************************************* in August and explained my situation. The woman who helped me gave this information to the manager who then emailed me that my membership was cancelled. That email disappeared, no I didn't delete it. Four months later Crunch Corporate calls me asking for payment. I paid the in full for the year and was told my account was now closed. I received another call today saying I owed money for my membership. This gentleman told me they could not cancel my membership on the phone and I had to go into the location where I signed up. Which I did, in August. I now live in a different state and and am unable to go to the location in ****************. They keep telling me my membership is complete and then wait a few months asking for more money. This is harassment.

  Customer Answer

  Date: 03/05/2023

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

  Business Response

  Date: 03/30/2023

  Good Morning,

  Membership was cancelled and member is happy. 

   

  Thank you,

• Initial Complaint

  Date:02/07/2023

  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.

  I was considering signing back up to channelside crunch after cancelling my crunch fitness membership back in Oct. Of 2022 I walk in and discuss membership options with an employee who knew i had been a past member. This means all of my information was already in the system, but only problem was banking information was different because i no longer banked with the previous card they had on file. I told them i was not even sure about the membership in the first place because i was looking into other gyms currently but if i was sure at the end of the week i would be back. Well of course i never went back because I decided against it. 3 months later i notice i have been receiving emails about a bill not being paid for crunch fitness. How is this possible? Im not a member there? The bill that was for 32 dollars a month and starting back in nov. I see emails saying i owe money. I call and tell them how is this possible? I have not been nor have i resigned up for a membership. The general manager says i now owe them 150$. I continue to ask how do I owe 150$ for a gym i never signed back up too? He claims my information is in the system except for my banking. Of course it is because i was a member earlier this year but that membership was cancelled. He refuses to acknowledge the membership as false. He demands 150$ from me even though I've never been for a visit to this gym during the months I've "apparently" been a member. I just would like this to be erased and for this fake membership to be dealt with. I would have no issue paying it if i had actually resigned up but i never did. The lack of credit card information proves this. This is the crunch fitness in channelside, ***** *******. The general manager said his name was ***** but would not give me his last name or the information for his supervisor. Neither name or number. Just kept saying that they would tell me the same thing and this problem would not be resolved unless i paid him at least half of what i "owe".

  Business Response

  Date: 03/08/2023

  Good Morning,

  I have requested this members balance be cleared and have cancelled the membership effective immediately.

   

  Thank you,