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:02/07/2023

  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.

  Predatory business, fraudulent practices. I had a membership to solely the Crunch ********** location, which closed abruptly, without warning and without a succession plan for members. I realized that despite the location being closed (and obviously not using that membership), I was being charged monthly for membership. Attempted to call the ******************* to resolve what I thought was an error, line was dead. Corporate line is a voicemail loop with no option to leave a message or speak to a rep. ****** to corporate and local locations have been ignored and unanswered. Help tickets offered on the Crunch corporate website have also gone unanswered despite multiple requests. Attempts to go in person to other Crunch locations (just to speak with a real person) to cancel have redirected me to the dead end corporate line, with all team members (from front desk to managers) telling me that they cannot assist me. I have been told by multiple team members to just go to the gym to cancel the membership- the gym that has already been replaced by another business. The charges for a gym that does not exist anymore have continued, and Crunch has sold my debt to collections agencies, who have been harassing me for payment of a membership to a nonexistent gym with a nonexistent customer service team. Looking forward to disputing this fraudulent charge with the collections agency.

• Initial Complaint

  Date:02/03/2023

  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.

  This is a copy of the email I sent to **************************************** From: <*******************>Date: Tue, Jan 31, 2023 at 6:38 PM Subject: Cancel membership for ******************* To: <****************************************>CC: *************** <*******************>Attention: **************** **** from the billing department in GA called today around time 5:25pm. He called about her membership and late fees. I explained to Raju that our daughter ******************* was in a hospital for several days. ****** was in an abusive marriage. She has been admitted to the hospital twice. She is not working and her husband ********************* will NOT be giving her any money. I called Crush ***************** location at 5:37 pm today and spoke to **** operations manager. I explained the situation with our daughter. She told me that she would note her account. She also told me to call the Corporate office. I hope someone can help us with the above matter. Please email me at ******************** Thank you in advance for your help and time. ******************: file I also called ************ on 2/2/23 Time 12:27pm & 12:31pm / I left a message.

  Business Response

  Date: 02/06/2023

  Good Afternoon,

  Management has submitted to cancel and remove balance.

  Thank you,

  Customer Answer

  Date: 02/09/2023

  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:02/01/2023

  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 have been contacted multiple times by ***************** at Crunch Fitness with offers to rejoin the gym as a member (I was a former member briefly). Each time, I have asked to opt out / unsubscribed and have followed the email's instructions for doing so, to no avail. Since my requests are being ignored I'm now concerned about the security of my personal information.

  Business Response

  Date: 02/02/2023

  Hello,

  Thank you for your concern. We do take our member's personal data very seriously. Please reach out to us at **************************************************** We would be happy to discuss this further and take appropriate actions to assist you. Please be sure to include your BBB complaint number and supporting documentation for our review.

  Crunch Member Services

• Initial Complaint

  Date:02/01/2023

  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.

  A couple of months ago I called Crunch Fitness to freeze my account. They told me to send an email to ************************************************* asking if I can freeze my account. I did. They send me an email back asking if I want to cancel the personal training too. I responded 'yes'. So came to the 5th of the month they charged me a $5 freeze fee plus $166 for my membership. I called them, they told me they start charging for the current month and I won't get charged for ******** January they charged me again. I called them a million times and it's impossible for any person to give me a full explanation and a refund. I'm not ******************* with $400 to throw away. I'm a broke college student. I want a full refund!

  Business Response

  Date: 02/02/2023

  Hello,

   We're sorry to learn of your experience, and we apologize for your frustrations.  Please reach out to *************************************************** with your complaint. Please be sure to include your BBB complaint number and supporting documentation for our review, including any email threads with the location. We would be happy to further assist.

   Crunch Member Services

• Initial Complaint

  Date:02/01/2023

  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 have attempted to reach the personal training management team at Crunch **************** location in ******* multiple times. I arrived at the location after being directed to do so when the charges first began to pile up. I had been charged for multiple weeks of personal training while my personal training was temporarily frozen. My former personal trainer had been as helpful as he could be during this whole process but I have not yet been refunded the money I was told I would be refunded. The reasoning behind the multiple erroneous transactions was because this specific location had been transferring from paperwork to computer based records. I was paying $148 biweekly for personal training and they had charged me this about 5 times total. I was told I needed to take no action on my end for the refund to show, this was about 4 months ago now. I do not want to have to file a lawsuit but I will if necessary to obtain my money back.

  Business Response

  Date: 02/02/2023

  Good Afternoon,

  This member froze their PT agreement in October. We completed the Freeze. They then came off of freeze in December, as per the attached freeze PDF. This bill was owed and this was done correctly at the club level. 
  
  
  

   

  Thank you,

  Customer Answer

  Date: 02/02/2023

  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 had shown my personal trainer the multiple charges of $148.00 in between the freeze time mentioned. He had agreed that it was a mistake and that it had been happening to multiple other clients as well. He had shown me other clients that had complained about this issue. The personal training manager I spoke to on-site told me that I do not need to do anything else on my end and that the refund of the charges will process automatically but I never got my money back for the charges. Please help. 

   

   

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

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

  Customer Answer

  Date: 03/14/2023

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

  [Your Answer Here]

  Thanks for the response. Unfortunately, this is unacceptable and it seems this location has no respect for its clientele and their hard earned money. I would not be complaining through BBB if I was taken care of appropriately the first couple of months I tried working this out. I have been robbed and will be taking appropriate actions now that you have shown me we could not have resolved it here. Thanks for your time. 

   

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

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

  Business Response

  Date: 04/04/2023

  Good Afternoon,

  We will refund $148 to the member.

  Thank you,

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From the moment I walked in the gym there was nothing but miscommunication withheld information and lack of proper Procedure. Apon trying to cancel my training he never gave me a paper to sign for cancellation he said it was just for early cancellation that he got me just tell him I said well I am telling you and it was suppose to be taken care of. *** theres a new person there and they are saying well there is a lot of mistakes Im fixing from before I got here but she cant help me Im disabled I cant afford it for another month so now I got to lose the gym I finally feel at home at because there tryna get money out of people the wrong way if someone doesnt understand and is asking you have to be transparent.

  Business Response

  Date: 02/03/2023

  Good Afternoon,

  Here is copy of agreement and ******* is using the sessions.  He is actually in the gym currently as we speak 2/3/2023 using the training sessions.  He did not give a ************************************ his agreement which is copied.  He was charged for his final month and is cancelled out.

   

  Thank you,

• Initial Complaint

  Date:01/24/2023

  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.

  Signed up for an annual membership. Annual means it ends in a year. Instead of crunch abiding by the one year membership they charged me a $49.99 annual fee right before my contract ends and said that if I didnt want to continue my membership I should have reached out to cancel. I have reached out several times via email to cancel my membership and no response from the Crunch in ********, **. The staff finally responded to be after I was charged the $49.99 to say I should have tried to cancel earlier and was rude! An annual fee is if you are renewing your contract. I did not sign a 2 year agreement so for you to charge me additional fees is fraud especially because I have reached out to crunch several times to cancel my membership with no response. Now after getting unnecessary charges they FINALLY email me back to say I should have reached out sooner. This place is terrible. I would like the business to refund me the $49.99 annual fee as I should not be charged two annual fees in one year that is ridiculous. I was already charged an annual fee in the beginning of my contract and they failed to cancel my account in a timely manner even though I shouldnt have to cancel my account if it is only a 1 year contract and they do not have permission to charge after that.

  Business Response

  Date: 01/26/2023

  Good Afternoon,

  We're in the process of assisting the former member a reversal of the annual fee of $ ***** from 1/19/23 as a one time customer service.
  
  

   

  Thank you,

• Initial Complaint

  Date:01/23/2023

  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 was hospitalized, and reached out to crunch via email as I could not go into the location because I was in the hospital. During my hospital stay, I had to have an emergency c-section and the very next day my one and only son, passed away. I was told via email that both my membership and personal training would be placed on freeze. However, that was not the case when I was able to get back to the gym after dealing with the horrific loss of my son, postpartum depression, and healing from a c-section that would not heal. I realized that my membership was not froze and I had been charged. I had asked about it to the front desk manager and her response was that I had to come in to freeze the account. I ask how the h*** was I suppose to come in when I was in the hospital? I ended having to email corporate which i include the dates of my hospitalization and I heard nothing back for weeks and had to ask again at the front desk and was told Oh they denied it...

  Business Response

  Date: 01/23/2023

  Good Morning,

  We have cancelled her membership and PT.  We did not get the proper cancellation request and had notified the member of this.

  Thank you,

• Initial Complaint

  Date:01/23/2023

  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.

  A few months ago, I was looking for a gym. I stopped in at Crunch during the week of the Black Friday Sale and was very shocked to hear an employee tell me a deal I literally couldn't believe- $1 down to have my membership at Crunch covered until ******* of ****! I literally could not believe it, I chose Crunch as my gym for this sole reason as this was too good a price to say no to. My experience there was serviceable over the next few months. Come ******* of this year, I was charged $35 on my card by Crunch Fitness. I was confused, and I called to get more information- an employee told me that this employee who had sold me on the membership was no longer with them and the information given was not accurate, the deal was til ******* of 2023. The illusion of this deal was the sole reason I chose to go to Crunch. The employees have been extremely non-helpful in resolving this. Apparently $35 was for the maximum gym membership and included classes which I did not need because I basically just needed access to the gym. As I did not need this, I was told by an employee that to downgrade my membership I would be charged a $40 downgrade fee which I felt was totally unreasonable so I went in to cancel my membership. I was alerted of a $49.99 "Gym Maintenance Fee" that would have been charged to my card on ******* 21st, they said that as I was cancelling I would not be charged such a fee. I immediately called my bank and put a "do not charge" notice for Crunch Fitness, as I had 0 confidence they would not charge me. Yesterday they managed to charge me which is absurd as I am no longer using their facility and have no further desire to do business with them. I now have to get a new Debit Card so Crunch does not have access to my finances in any capacity as from my experience I do not have any reason to believe they will not keep hitting me with unjustified, predatory charges. I would like a refund in full of what was charged yesterday and an apology would be in order as well

  Business Response

  Date: 01/24/2023

  Good Afternoon,

  Please find attached a copy of the Black Friday sale flyer, consumer's Membership Agreement and a copy of consumer's payment history.
  
  
  As you will note, the flyer clearly states that the $1 down deal will end on 12/31/22.  In addition, the consumer's contract states the membership type, that the first due date of this contract is due on 1/1/23 and if he wanted to cancel prior to that time it would have to be cancelled on or before 11/25/22.  The specifics of consumer's contractual obligations were clear and while we take every available opportunity to make sure that our members understand the contracts that they are signing and what their obligations are with the terms of the contract, ************** signed this contract acknowledging that he understood the specifics of his contractual obligations, when the billing would occur and the amount of said billing.  ************** did indeed put a stop payment on his payment method but that in no way relinquishes him from his responsibilities of the contract.  
  
  
  While we understand consumer's frustrations, monies paid were monies legitimately owed and due on his account.  It was his responsibility to cancel by 11/25/22 if he did not want the recurring charges on his account and he did not do that.  We will issue no refunds on this account.

   

  Thank you,

• Initial Complaint

  Date:01/17/2023

  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 brought a letter to the Crunch ********, ** to cancel my membership. The membership was originally advertised to me as **** month to month. The contract clearly states that the annual fee would occur on 03/02/2030. It actually also stated my dues would begin 1/31/2030. You cannot enforce this contract with incorrect dates. The gym itself reminds me of going to ******** It is dirty and they do not have anyone in the few times I have been there cleaning the machines. In fact I only see members (some...very few) cleaning up the machines themselves. It is not the quality gym I was expecting to be a member of. I do not wish to be a member and the management has been very rude to me. All I want is to cancel and not pay any more for something I do not want!! I want the annual fee that I was unaware of until I was charged to be refunded. I am contacting my bank to dispute as per my contract attached!!

  Business Response

  Date: 01/18/2023

  Good Afternoon,

  I spoke with this member and resolved the issue. We will cancel her agreement and refund all fees.

  Thank you,