Complaints

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

close

Find a Location

Crunch Fitness has 82 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Crunch Fitness

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

• 

  Crunch Fitness

  113 4th Ave New York, NY 10003-4904

• 

  Crunch

  60 Serramonte Ctr Daly City, CA 94015-2345

• 

  Crunch Fitness

  691 Fulton St Brooklyn, NY 11217-1212

• 

  Crunch Fitness

  1109 2nd Ave New York, NY 10022-1238

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:11/28/2022

  Type:Customer Service 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.

  Hello I was going to crunch in *** **** **********. I been in attempt two ago trying to go in person to cancel this membership as I dont go to this gym but seems to be getting charged for a membership I dont use anymore. I would like this membership canceled immediately and no further withdrawals as Ive tried to cancel this membership in person and still withdrawals taken out.

  Business Response

  Date: 12/09/2022

  Good Morning,

  I contacted him twice and left two voicemails. He's passed due for the month of November and has a balance of *****. His monthly is due on the 28th and annual is due on the 29th. 
  He is also in a one year membership that started on 09/29/22 and ends on 09/29/23. Please contact me at your earliest convenience. 

   

  Thank you,

• Initial Complaint

  Date:11/22/2022

  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.

  Transaction: 11/8/2022 Amount Charged: $12.61 Issue: I had all my dues paid until November 18, agent advised me of such and still charged me told me it was an error since he thought I wanted to pay until December 18. Said refund would be made, agent started than getting aggressive and cursing so I left. Transaction still on card. Emailed crunch location no answer. This is another way of robbing. Would like my refund back as informed.

  Business Response

  Date: 12/12/2022

  Good Morning,

  Member was called to discuss cancellation issue she's been having. Member was very nice and explained that her boyfriend had come in to cancel his membership in October and was told he could not cancel her membership and we gave him the contact info for FCS. She contacted them in late November and was told she had to pay the following month due to 30 day cancellation policy. She does not feel it is unfair because her boyfriend made the attempt to cancel. She refused to pay.  She has a case open with BBB for this complaint. Member agreed to remove complaint if I was able to cancel her out will though any charge. She agreed and the member was sent confirmation via email. 

   

  Thank you,

  Customer Answer

  Date: 12/14/2022

  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 was never called or made contact with. Business is making false claims. I reject this business practices and way of doing business. They never spoke with me. This is not only a lie but deceiving practices. Very upset with their way of lying

   

   

   

   

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

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

  Customer Answer

  Date: 12/15/2022

  No refund has been made on behalf of business. Business making false claims that they spoke to me. I am a him not a she as they were referencing to. They say they spoke to my boyfriend which is a lie since I am a male married to a female. Business is scamming and making lies.

  Business Response

  Date: 01/20/2023

  Good Afternoon,

  ********************* ********** - The member was cancelled in November and paid last month, was not charged anything else after November.   

   

  Thank you,

• Initial Complaint

  Date:11/16/2022

  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.

  Formal written complaint about the poor communication regarding the closing and transferring of memberships to new locations. Although an email was NEVER received notifying of the Addison ******** closing, learning of its closing (by logging onto your website), I understood that my agreement with that ******** was void. The monthly membership signed and agreed upon was specific to the Addison ********. A new agreement was drafted for the Frisco ******** without my approval. ********, who claimed to be a manager at the Frisco ********, stated she could go ahead and cancel the membership there and stop future payments but could do nothing regarding the $43.29 annual charge plus the monthly $12.31.******** stated it is the customer's responsibility to reply to the email she claimed was sent back in June this year and inform them of membership cancellation. Request to have a copy of the email resent was denied, along with a request to have a screenshot of the email, claiming system limitations on her end. $55.60 drafted from my account for the company's incompetence and lack of proper communication. ******** stated that the fine print on the membership contract informs customers that membership could be bought out when the gym closes. The Agreement's Change in Facilities and operating hours section only states in case where a ******** could be "temporarily unavailable."Based on the few recent reviews, Crunch makes it almost impossible to cancel services; they make customers come into the ******** to sign a letter but take the liberties to transfer and setup agreements without the customers consent. I DEMAND A REFUND OF MY MONEY.

  Business Response

  Date: 11/18/2022

  Good Morning,

  We will cancel and refund. There were instructions emailed and posted on how to cancel we apologize that the former owners didn't communicate it properly.

   

  Thank you,

  Customer Answer

  Date: 11/23/2022

  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've attached the charges on my bank statement. I recently realized that they never stopped charging me dues, they took from my bank account instead of my credit card I had on file.I had a few charges on my credit card account for $1 and a second charge for $2 fees for crunch back in May. I have yet to see a refund posted to my account and will not accept their response until I see a refund. 

   

   

   

   

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

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

• Initial Complaint

  Date:11/14/2022

  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 cancelled my membership in person over 2 years ago, I didn't notice until around 1 year ago that I was still be being billed. I disputed the charge with my credit card company and called Crunch to find out why the membership wasn't cancelled and what I needed to do to make sure it was cancelled.They sent me to an online form, which I filled out, since I was out of state.After filling the form they still continued to bill me. I called about **** more times trying to speak the manager. I was hung up on multiple times, put on hold for hours or told I would get a call back and never did.Then, *** financial services started calling me and harassing me. I called them and explained the situation and they said there was no record of cancellation. I called the gym again and spoke to a representative who said it was cancelled.Now collections is calling me and trying to claim I owe over $300.

  Customer Answer

  Date: 12/09/2022

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

  Business Response

  Date: 12/22/2022

  Good Morning,

  Ive requested with *** and ****** to clear all balances and notified the member.

   

  Thank you,

  Customer Answer

  Date: 03/09/2023

  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:11/14/2022

  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.

  I have been going to the gym since June 2022. It was sort of clean when I went but I have went continuously and it has gotten worse and worse nothing ever gets swept wipe down or clean there's hair everywhere in the bathroom there's a weird slime from under the hand dryer on the wall the bathroom floors and toilets are disgusting the showers have mold all in them and never get cleaned there's make up wipes hairballs tissues and many other things that have sat on the ground all over for months it never gets cleaned in there and it is disgusting I have complained to the manager at least four times and all I've gotten is a free month but I want the gym clean that is unsanitary and that is how you catch diseases I got told a few months ago that they were trying to get a cleaning crew in there well it doesn't take that long people pay way too much money to them for it to be like this and the employees are always sitting around upfront whenever I come in I come in at one in the morning there could be some cleaning going on at some point

  Business Response

  Date: 11/18/2022

  Good Morning,

  This member has been contacted. We have done our best to resolve the complaint. 

   

  Thank you,

• Initial Complaint

  Date:11/09/2022

  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.

  Fitness connection sold my membership to this Crunch Fitness with zero notice. They didnt tell us at all. Just all of a sudden this other gym owned our membership and credit card information. its 45 minutes away from our house. Weve never once used Crunch fitness or their location. When we asked to cancel they said tough luck it will cost you $60. And its not their problem. Its fitness connections. Meanwhile we are still paying our fitness connection bill. And they banned me and my spouse from attending the Fitness connection that is within 5 minutes of our house. because they say we are Crunch fitness members now. We did not sign any agreement. We received no notice. They are saying we have to drive to Crunch which is 45 minutes away. Pay $60 to cancel with them in person. And then we have to pay $20 to fitness connection to reinstate our membership there. I refuse to pay to cancel a membership for a gym weve never even used. I also refuse to pay an additional $20 to reinstate a gym membership that we never stopped paying and use daily. All because of corporate scum and greed. We have been members of this fitness connection for 5 years and have always loved the gym and location. Now they are trying to charge us in 2 different directions just to get reinstated, this passes the boundaries of just annoying and wrong. This is unjust. And if it wasnt over $80 I would bring in a legal team to destroy this whole concept. But we dont care only about the money, we want an apology. To be reinstated. And to cancel the other membership at no cost to us. Or I will publicity humiliate both of these companies daily until they take care of the problem. They say they sent emails warning of the cancellation which is why we owe them for canceling and reinstating. But the only email we received was from fitness connection 6 days ago that tells us about the Thanksgiving specials for personal trainers. I will attach a screen shot of the latest email correspondence with zero warn

  Customer Answer

  Date: 11/09/2022

  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:11/07/2022

  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.

  I had a personal trainer with Crunch Gym ************* branch that I canceled at the end of July. I canceled the draft for this service as well. In October they started to draft again and I did not catch it due to hurricane ***. I called the gym this week 4 times and was told the manager **** would call me back but she never did. Every time I call, and I have called at all hours, they tell me they cannot help me and she will call back. The manager **** has never responded so now I have put an investigation in with my bank. Crunch apparently has no complaint line available either. You are on your own.

  Business Response

  Date: 11/10/2022

  Good Afternoon,

  ********** called last Thursday, I was not able to speak with her that day. I said I would return her call. We had our team meeting last Friday and I did not return to my club so I was not able to address her issue or her account. I came in on Saturday to teach the **** Zone class and immediately following, I looked into her account, processed the refund for PT that should have been cancelled and assured her Personal Training was cancelled and no bills would proceed further. I then proceeded to call **********, sincerely apologized for the delay in response and assured her that her concerns were valid, we appreciated her patience and that her request had been heard and validated. She was happy with the resolve.

   

  Thank you,

• Initial Complaint

  Date:11/07/2022

  Type:Sales and Advertising 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.

  Hello, Im reaching out due to recently being I formed I currently have a past due amount owed on an account for me at Crunch gym. I spoke to ***** a team member, who reached out to me on October 28 and advised me of a past due amount I didnt know I had. After I explained *** never attended crunch gym he advised the issue would be resolved. I have never attended the crunch gym more had I received any emails or notices regarding a membership. On 11/3/2022 I received another call to inform me of a debt forgiveness program which Involves paying a lower fee and establishing a membership there. I am not interested in any gym membership since Im currently 8.5 months pregnant. I have never received a notification about a membership to the email I was advised was on file: ******************** Ive never received a membership card or a notice in the mail about any past due amounts. I would like to know what can be done to resolve the issue as I have never attended a crunch gym and never made aware of an active membership.

  Business Response

  Date: 11/22/2022

  Good Morning,

  This membership **********, was done online.  The member completed this online membership and provided billing information.  She has not used the facility and the membership has been cancelled.  We would not be able to set up a membership with her information and her billing information.  She would have had to do this herself.
  
   
  
  She has paid $149.99.  If she agrees, as a gesture of goodwill, I will refund $75.00. 

   

  Thank you,

  Customer Answer

  Date: 11/22/2022

  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:11/07/2022

  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.

  I have a membership at the Crunch location in **************, **. The week of August 15, 2022 I went in to discuss cancelling my membership and what could be done about all of the paid personal training sessions I had as I was being relocated for work to an area that does not have a Crunch facility within an hours drive radius. I have called corporate and been told there is nothing they can do because the location is a franchise. I have not been able to use all of my training sessions because they cannot retain training staff. I had a reputable trainer that i started with, once he left, I transferred to another person. She also left. The PT turnover, to include the fitness Director position, has had a very high turnover in the year+ I was a member. That is not at the fault of the customer and at $130/hr for a personal trainer- I expect someone highly qualified. Their only resolution was for me to transfer my sessions to someone else. I do not have anyone to transfer these sessions to so it is not a viable solution for me. I have kept my membership active for months after moving because I cannot get a solution to this and if I cancel without a solution, Im just walking away from all of the PT sessions I paid for that were unused. If the service was never rendered, meaning they did not have to pay any one to provide that service to me, it does not seem logical why a refund or a partial refund, at the very least, would not be offered. Thank you for your help in this matter.

  Business Response

  Date: 11/21/2022

  Good Afternoon,

  On 4/13/21, Consumer emailed our Fitness Director and requested that her PT contract was up and 
  was becoming a month to month contract.  She wanted to cancel the contract.  On 4/13/21, consumer's
  PT contract was deactivated with a 30 day written notice.  Her contract was closed out with us on 5 /13/22.
  
  On 5/17/22, consumer emailed wanting to cancel her membership because one of her behavioral analyst
  clients was also a member at the Crunch and it was in violation of her "multiple relationships"
  clause of her agreement with clients.  She also inquired about getting refunded for unused PT 
  sessions.
  
  Because Consumer could avoid direct contact with her client and could alter her attendance, it
  was told to consumer that to cancel her membership she would need to come in and give a 30 day notice
  to cancel.  Her PT sessions were booked in early 2021 and had no bearing on her not having used
  them up until this point so no refund would be granted.
  
  On 8/15/22, Consumer came in and discussed cancelling her membership based on a completely different
  reason than the one stated in May of 22.  She complained about the turnover
  with Trainers and said that she didn't want to continue based on the turnover of staff.  She then
  mentioned that she had moved outside the Crunch territories and couldn't use the
  membership.  She also again inquired about being refunded for her PT sessions.
  
  Consumer was again told that while she could cancel her membership with a 30 day notice due to her move,
  her PT sessions were from early 2021 and had no bearing on her not having used them therefore there 
  would be no refund of these sessions.  Consumer chose not to use the sessions in 2021 when
  they were booked and paid for and that was her choice.
  
  There will be no refund of monies paid for PT because these sessions were booked in 2021 and could have
  been used at that time.  

  Thank you,

• Initial Complaint

  Date:11/07/2022

  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.

  I was a member of several Crunch fitness gyms from 2017-2021. I moved away from the gym I went to in ****** ******** in late 2021 and tried to cancel my membership with Crunch then. They told me I had to go in person to the gym or send the gym a letter requesting cancellation. I had moved away so I wasn't able to go in person until months later. When I was finally able to go in and get my membership cancelled, I was told that was all I had to do and it was cancelled. Then I started getting call after call after call and email after email from Crunch saying I owed another month's payment. When I was able to speak to someone, then I was told that actually, to cancel you have to give 30 days and then pay the last payment and then it would be cancelled. I want to flag this practice and I would like pressure to be applied to the company to change this policy. It is predatory and deceptive and is clearly designed to bleed people dry for more payments and relies on people just continuing to pay because they have made it so hard to actually escape from the chokehold of this company.

  Business Response

  Date: 11/15/2022

  Good Morning,

  This member has been contacted and the issues have been resolved. She is no longer living in the area and membership has been canceled.

  Thank you,