Complaints

This profile includes complaints for Crunch Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Crunch Fitness

  22 W 19th St Fl 3 New York, NY 10011-4204

• 

  Crunch Fitness

  1150 Park Pl San Mateo, CA 94403-1599

• 

  Crunch Fitness

  110 Sinatra Dr Hoboken, NJ 07030-5779

• 

  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:01/11/2023

  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.

  I am 73 years old.My wife and I have been members of Crunch for 10+ years.During 2020 we terminated (or attempted to terminate) our memberships. Were told that all membership were on hold (nonetheless we attempted :believed we terminated our memberships). All memberships late in 2020 were reinstated, including ours. We did not know this; we were told there was some fort of announcement or communication which we never saw.Since late 2022 we were charged $110 each or $220 per month even though we have attended no Crunch club since mid to late 2020.We asked for a refund.They refused.Respectfully ***********************

  Business Response

  Date: 01/13/2023

  Hello,

  We apologize for any frustrations caused. We reviewed your account, notes, available documentations, and we regret to inform you that we stand by our final decision. Unfortunately, our agreements are not based on usage and your original request was honored for a membership hold was honored during the closing. We would have needed to have been contacted in order to have cancelled your memberships. Our original offer made via email still stands. If you would like to take advantage of it, please reply to the email thread in which we discussed your concern.

  Crunch Member Services

• Initial Complaint

  Date:01/06/2023

  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.

  I have had several problems with two of the staff members at the *******, ** location. The first issue is that a friend of mine signed up for a 3-day guest pass, clearly advertised on the company's website. He went through the appropriate steps, filled out the form and obtained the '3-day guest pass' via email. However, when the guest pass was presented to the gym, they refused to honor it and instead attempted to charge him a $16 day pass. They would not provide reason, they just refused to honor something that was clearly advertised. The second problem is that when I initially signed up, they misrepresented the membership costs. I was charged $100 for the first month, which I was informed included the "initiation fees". The following month, the gym attempted to bill me $150, for first, last month's and sign up cost of $50 which had already been paid. This is only $50, but this is not a transaction that should have gone through and there should be some accountability for staff members misrepresenting costs and sign up fees. The manager (name unknown) and one of the sales team member, whose name I believe is ******, have made my experience at this branch very uncomfortable. I enjoy the facilities and the location is convenient to me, so I've continued with my membership, but both of these 'team' members have made the experience very unpleasant.

  Business Response

  Date: 01/06/2023

  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.

  Crunch Member Services

  Customer Answer

  Date: 01/09/2023

  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 have reached out to the business through email, as requested.  They have not done anything to resolve the issues, nor have they issued any sort of explanation or apology as to why they do not honor policies that are clearly advertised and why different customers are treated differently.  They have defended the rude and unjustified behavior of their staff members without any sort of impartial investigation.  

   

   

   

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

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

  Business Response

  Date: 01/18/2023

  Hello,

  We apologize for your continued frustrations. Our records show that we did reply to your email and express apologies for your experience while explaining and validating our policies surrounding your concern. We also processed your cancellation as requested. We reviewed your account, notes, available documentations, and we regret to inform you that we stand by our final resolution and there is unfortunately nothing more we can offer.

  Crunch Member Services

  Customer Answer

  Date: 01/20/2023

  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:

  The business has failed to remove the advertised '3 day free trial' from their website, even though they've refused to admit certain guests based solely on their discretion.  They've acknowledged denying a guest access without valid cause.  They have not only failed to examine biased and predatory behavior of employees but have refused to take any accountability.  As such, I requested to cancel my membership.  They refunded me the amount that I had prepaid for, which was one month that had not yet been used.  This does little to resolve or correct the problematic behavior of staff or the fact that they refuse to honor a clearly advertised promotion.  

   

   

   

   

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

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

• Initial Complaint

  Date:01/06/2023

  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 new gym close to home , decided to get information on training programs to see if pricing was reasonable . Met with a trainer and the disappointments and fraud started happening immediately. Told the trainer ***** my goal was to start working out early morning became afternoon is too busy . It was her duty to make sure I had morning sessions , but I guess she was desperate for business and put me with her for afternoons. I agreed to a package for 3payments and consistently asked her when payments were due and how many sessions I had left because I didnt plan to keep paying for this **** ***** lied , always acted like she didnt know how to check payments and sessions in the system . Then a manager ****** told ***** to tell me I wasnt paying for my sessions , I was confused because they definitely charged me for 3 payments. Then he says I had to give them a 10 day notice if I dont want to continue sessions , just full of lies and deceit . I read the contract several times and that is not on there and no one discussed that with me anyway . Theres no way I would agree to keep making payments every other week . I was ready for it to be over because I dont have time for the gym in the afternoon as I stated before even signing up. Im the wrong person to try get over , Im very experienced with consumer protection laws . I will be reporting Crunchs Practice to every board possible.

  Business Response

  Date: 01/11/2023

  Good Afternoon,

  This member has charged back every payment, even sessions used. At this point, I have cleared all payments for sessions not used. 

   

  Thank you,

• Initial Complaint

  Date:01/04/2023

  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 had a month to month membership, and when I signing up , front desk person told me I could cancel anytime and it was easy . When I called to cancel they said I should go to the branch and theyll not cancel , when I told them I was out of country. Just today I received a call saying , that I owe 300 and something dollars, that it will go for a collection. I didnt use that gym for the last month I paid . Why do I have to pay for so many months when I didnt go there. Worst gym ever.

  Business Response

  Date: 02/03/2023

  Good Afternoon,

  Member, Saltanat Cherikchieva has a delinquent membership account with us. We followed up this member with a call and an email and informed the member that her membership was only paid once on 7/28/22 for $48.51 and that's why she has a past due account. She also called into the club on 9/21/22 and the front desk representative informed her of how to cancel the agreement properly and that she would have to clear her past due balance in order to actually cancel her account. This member has not come into the club to resolve this issue and still reflects an active Brooklyn address. We will continue to reach out to the member on how to handle her past due account.

   

  Thank you,

  Customer Answer

  Date: 02/08/2023

  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]

   Wow such a shame . Please check with your employees , why my account was canceled first time without my permission, and without me knowing . Check how many annual fees I paid in one year . After that if you still think that I have to pay you for those months when I didnt use your gym , please contact me . Such a terrible service, I would never go to this gym . They should be careful with stuff they are hiring . 

   

   

   

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

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

  Customer Answer

  Date: 04/03/2023

  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]

  Can you please provide emails and calls you send me.  I didnt receive no emails , no calls from you . Such a lie . And can you please explain where 300+ bill comes from , while I wasnt using your gym . Very bad management of this club , you could resolve this issue with more professionalism. Shame on  

   

   

   

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

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

  Customer Answer

  Date: 04/18/2023

  Based on what you wrote here I was cancelling and freezing my membership and still using the gym ? I dont understand how I was able to do so ? I was scanning my barcode and if I dont pay 1 day they dont let me inside club . I agreed to pay because Im tired of this discussions , not because I owe you guys .  I really dont like you guys saying I cancelled and somehow was using the gym . I didnt use your gym free even 1 day . Please make a better research before writing . I always pay for service I receive  I didnt expect that you were going to write this . Thank you and good luck , I wish I saw what you wrote before I paid ..
  
  Sincerely,
  
  ******** ************
  
  
  
   
  
  

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to cancel my membership with Crunch Fitness multiple times. Originally I cancelled during covid and they talked me into postponing. I called at the end of the postponement and asked to cancel. Nobody in my family was going there any longer. I was still getting charged. I traded emails with the manager at Crunch and they apologized and said they would look into it with corporate for reimbursement and still the issue was not resolved and I have continued to be charged. I now have a 4 levels cervical spinal fusion and still getting charged for a gym membership that I do not want and I have called multiple times to cancel. I have all the emails and dates of phone calls and want to get reimbursed for the last 2 years of charges.

  Business Response

  Date: 01/19/2023

  Good Morning,

  As part of our research we actually called the member and I believe we settled the matter to her satisfaction. 
  
   Briefly, this is a legacy issue that occurred under the previous ownership.  The member was not aware that the previous owners had already issued her a refund, but there were also a couple of months where we billed her under our new ownership, and we have agreed to refund those months.

   

  Thank you,

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tore my ACL reffing a youth hockey game over the summer that has prevented me from driving. I had a gym membership with Crunch Fitness, which I was unable to use due to my injury. On August 26th, I called to cancel that membership. I was advised at the time I would have to wait until the end of the year to cancel. I knew I had already paid my yearly fee, which they mentioned, so I didn't question it. On December 22nd, I called early just in case to cancel this membership. The employee then instructed me I must contact their manager by email instead. I did and assumed all was fine as no response was given and the employee advised of no other steps to take. On December 27th, ******** the Manager, responded to me and stated that I would need to provide 30 days prior notice to cancel my membership and I would be charged again. I responded to her the same day requesting that I not be charged seeing as I tried to cancel almost half a year ago and was not instructed of this. She did not answer, I finally called today and got directly to her after asking for a manager. She advised I could contact another center to try to get these waived but there was nothing she could do, even refused to give contact information for any superior of any kind. Additionally, she added I could have cancelled this membership months ago, so the original employee wasn't even right to tell me to wait and keep paying. I have now started to receive collection notices for the additional $15. I would like the $15 to be waived and an apology from Crunch Fitness.

  Business Response

  Date: 01/05/2023

  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.

  Crunch Member Services

  Customer Answer

  Date: 01/07/2023

  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:

  [Your Answer Here]

   

  I would prefer to communicate here so there is public record either of a solution or refusal. If you need to forward my complaint inside your own company, that is fine.

   

   

   

   

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

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

  Business Response

  Date: 01/20/2023

  Hello,

  
  We searched for your email address within our corp inboxes and do not see any communications from you. We do not need ********'s full name as we are aware of your home club location and the manager of that location. If you could please forward your email to corporate to *************************************************** we would be happy to reply to it. Out side of this all we can confirm is that your cancellation was processed and the $15 charge waived. 

  
  Crunch Member Services

  Customer Answer

  Date: 01/25/2023

  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.

   

  I will add that this took a month to rectify and I still find fault with Crunch Fitness for doing this and wasting my time. That being said I will accept the resolution.
  
  Sincerely,
  
  ****** ****
  
  
  
   
  

  
  

• Initial Complaint

  Date:12/30/2022

  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.

  My membership at the ****************************************************************** location needs to be cancelled and no one has done it, yesterday I went in in person wrote my name and number down and still havent heard anything back, I havent been to this gym in months and sent an email about cancelling months ago. I need my membership to be canceled within the next few days and compensation for trying to cancel and still be charged as well not hearing anything from anyone, this is quite ridiculous considering I can go in or cancel easily at any other gym.

  Customer Answer

  Date: 01/03/2023

  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:12/30/2022

  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.

  My minor son signed a contract with Crunch Fitness without my knowledge and the company allowed him to. Even though they charged him they continue to call him **** times a day telling him they owe him money and increase the amount every day. I went into crunch and they admitted he never should have signed up in the first place without parent authorization and that they would immediately cancel his membership but he is still getting phone calls every day.

  Business Response

  Date: 12/30/2022

  Hello,

  We're sorry to learn of your experience, and we apologize for any frustrations caused. Please reach out to *************************************************** with your complaint. Please be sure to include your BBB complaint number and supporting documentation for our review. We're happy to look into this and resolve it as soon as we are able. As this is in regards to your son's membership, please include the email address and phone number on file in your email so we can locate the account in our system. 

  Crunch Member Services

• Initial Complaint

  Date:12/29/2022

  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.

  Signed up for free 3day pass to see gym. Got voicemail from AGM asking if I wanted to tour gym. I toured gym, he had me fill out paperwork without telling me that I was signing up for membership.He went over different plans & had me choose one, I thought it was odd but figured it was the type of trial where you choose 1 & if you don't cancel it they charge you for the next month. He asked me for a card and said it was only charging $.01 & didn't say what it was for, I assumed if I didn't cancel after the 3rd day it would charge my card. He had me sign documents, not once did he say he was signing me up for a membership I thought it was for liability purposes. Started my work out not even 30 mins later got a call from the front desk asking when I wanted to get scheduled for some sort of complementary session. Told her I was still there & would come up in a bit. Came up & asked what the complementary session was she said it was a free session that came with my membership. Told her I wasn't aware that I was being signed up. Told her I was only there for the 3day pass & was not interested in the membership. She told me she was new and didn't know how to cancel the membership and she would leave a note for it to get taken care of the next day. Since she assured me it would get taken care of I wasn't worried about it getting canceled. Checked my bank account only to find that I kept on getting charged. Online says need to cancel ***** days before next ********* canceled same day. Was underwhelmed with the facility for the price and wasnt planning on signing up. I only used the facilities 1 single day and did not return after that. *** contacted the gym and requested a refund AGM said he would not so I asked to speak to manager, was given email. Got an answer a few days later saying my email would be forwarded to corporate. Asked for corporate contact info twice and didnt get info. Phone number online redirects to use online contact info which just gives same number.

  Customer Answer

  Date: 01/23/2023

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

  Business Response

  Date: 02/03/2023

  Good Afternoon,
  
  ******** and I have spoken. We are cancelling membership and refunding any charges accrued. She is reaching out to me after work today to sign cancellation, etc. 
  
  Thank you,

  Customer Answer

  Date: 02/06/2023

  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:12/27/2022

  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 am reaching out to Crunch Fitness headquarters because my local Crunch has not been helpful with this matter. I purchased a monthly recurring membership in Feb 2022 and was forced to buy a personal training set of subscription with the membership. The ethics of making an agreement contingent on signing another agreement are questionable, at best. At the time, the manager assured me in *************, ** that these personal training sessions would never expire. Now, I am getting texts that these 3 sessions do in fact expire. Please credit my money for these sessions as I will not be able to use them soon and am not interested in using them under time pressure either. Please make this right and refund $189 for the 3 sessions - agreement #********

  Business Response

  Date: 12/29/2022

  Hello,

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

  Crunch Member Services