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

  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:11/03/2022

  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.

  I had completed a cancellation form with my trainer personal trainer, ***********************, in September to stop my personal training sessions. However, I was billed for the month of October twice for personal training totaling $280. As soon as I noticed the charges I contacted my personal trainer to ask why I was still being charged. He told me to talk to ***** the general manager at crunch fitness in normal, **. ***** had said that he had never received the form from ******* and that he would talk to him and call me. I received no call so I went back in the next day and was told once again he would call me that day. It has been two days and I still have not received a call. I was also told a copy of my cancellation form would be emailed to me the day I cancelled and I never received it. I dont believe the general manager has any intention of solving the problem or finding the cancellation sheet that I had submitted well over a month ago. I would like a refund for these charges and I would also like to make sure I am not mischarged again. Please note that I have already completed the 90 day contract of personal training that I originally signed up for. I am being charged due to misfiling of the staff members at crunch fitness and they refuse to provide any assistance. I have provided my original contract below. Thank you.

  Customer Answer

  Date: 11/04/2022

  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. General manager and trainer helped to resolve the problem after a few days.

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

  
  

• Initial Complaint

  Date:11/02/2022

  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.

  I received a call from ********************* notifying me of outstanding charges upwards of $200 with Crunch Fitness. I never signed a formal contract with Crunch and have never stepped foot in their *********** location or any other locations of Crunch. I did sign up for promotional items after I saw the "free" promotional offer around town...but past giving them my contact information I never signed up for an actual membership. Clearly that promotional offer was not in fact free and came with some questionable and unauthorized fees on Crunch's end. I was told to dispute this directly with FCS, and did so back in August via email, with no action taken on their end. I will not be paying these charges, as I have never used their services. Again, I do not authorize any debt collection and will not be paying the service charges as I am not a crunch member and never have been.

  Business Response

  Date: 11/18/2022

  Good Afternoon,

  As mentioned, **** expressed that she did not purposefully sign up for a membership with Crunch Fitness although that is what we see on our end. The account naturally went into collections after there was no payment received after continuous attempts to bill. As a courtesy to **** we will absolve the balance and cancel the account. This ensures that she will not continue to receive calls from the collection agency, she will no longer be responsible for payments with Crunch Fitness and ultimately she will be able to sign up with us again in the future. 

  I reached out to ************** via phone and received no answer, I left a descriptive voicemail with contact information.

  Thank you,

• Initial Complaint

  Date:11/01/2022

  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.

  I tried to cancel my membership with Crunch in December 2021 by email. They wouldn't cancel it because they said I have to come in and sign their form. Supposedly this is in the contract. The contract only states that you have to notify them in writing, not that you have to specifically fill out their form in writing. I changed banks and started getting calls from Crunch regarding missed dues. The number is ************. I call the number on 8/26/22, pay the overdue fees and tell **** or Geeta that I want to cancel. **** says that I have to send a certified letter to the gym in *******. **** does not tell me that I need to specify my whole life story in the certified letter, just that I need to send a letter specifying that I want to cancel. The certified letter number is: **** **** **** **** ****. According to the manager in *******, the letter isn't specific enough (after I have already sent it) and I needed to include a copy of a lease or mortgage document from out of state and other information that a gym really does not need to have. Basically, I am still getting charged for this gym and am still getting calls from them. I have fulfilled my contract, so there is no reason why this cannot be cancelled.I can tell you that it is much easier to deal with their competitor Planet Fitness than it is to deal with Crunch. I have had to cancel from out of state before with Planet Fitness and they were super easy to deal with and much friendlier.I am requesting cancellation.

  Business Response

  Date: 11/07/2022

  Good Afternoon,

  It is clearly listed in the membership contract the steps on how to cancel properly, when to cancel and if membership dues are still owed. However, as a gesture of goodwill, I will cancel and remove the balance owed.

   

  Thank you,

  Customer Answer

  Date: 11/08/2022

  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:11/01/2022

  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 have been actively trying to cancel my membershipship for months and every attempt at getting ahold of them to cancel is met with no answer and a full voicemail. I've paid 7-8 months of membership fees and an annual fee against my will.

  Customer Answer

  Date: 11/25/2022

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

  Business Response

  Date: 11/29/2022

  Good Afternoon,

  Membership was cancelled out and member was happy with the outcome. 

   

  Thank you,

• Initial Complaint

  Date:10/28/2022

  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.

  Crunch F Was only in town for 3 weeks so I only wanted a 1 month membership (I was fine paying for the week I wouldn't use). I was told by the manager *************************** (who also lies and says his name is ***. I can cancel at any time, no problem) Joined gym for a 1 month membership on August 31, 2022 9/19/22 - As I was moving out of town I came to the gym to attempt to cancel where I was told that I wasn't eligible to cancel for 3 months, where I would have to pay the 3 months, an annual membership fee, and a cancellation fee. They said they couldn't do anything about it. I asked for the contact of their supervisor and they refused to give me his name or contact. They said they'd pass my info to him and he'd call or email me. He never did. 9/21/22 Upon followup a **************** Crunch employee gave me the address of a ** Box to write to in order to have the membership cancelled immediately without any annual fee or cancellation fee. 9/22/22 I attempted to email them through the email in which they sent me a contract. The email shows their email address as ***************** and their phone number as ************. Everything about this business is a bait and switch that uses false contacts or evasive and dead-end tactics to avoid any customer resolution. They hide behind an AMAZON SES account which is a known scam method. 9/27/22 I purchased tracking and delivery confirmation for the letter I sent to the ** Box. They received it on 10/17/22 I included explanation of the situation, my name, phone number, email, account information and never heard back from them.10/10-25/22 - called and left messages for branch manager *************************** who is always conveniently not there and never returns my calls.**I need a full refund and cancellation of this membership immediately. They run their business like a scam and based on the countless negative reviews and same issues I'm suffering from, they are allowed to continue doing business "as normal" without any penalty.

  Business Response

  Date: 11/04/2022

  Good Afternoon,

  The member was advised of the cancel policies.  We received the cancel letter on 10/17.  Payment for 9/5 and 10/5 were already made.  We were still due the 11/5 payment and the annual fee per the cancellation policy.  I have advised *** to refund the annual fee and remove any other payments
  
   
  

  Thank you,

• Initial Complaint

  Date:10/24/2022

  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.

  I came into Crunch Fitness in ********* on Oct. 19th around 1pm to cancel my membership and they wouldnt allow me to in person (which is crazy) and said I had to email my cancellation request to **************************************** which I did later that day. I heard nothing in regards to my cancellation the following day so I emailed AGAIN and still received no response regarding my request. So I called the gym on Saturday morning attempting to cancel yet again and the workers who answered the phone said the manager was busy and probably wouldnt be able to call me back so I went to the gym yet AGAIN in person to see if I could speak to a manger in person and when I got there they said he was out for the day and wouldnt be back till Monday. So ever since last week I have been getting nothing but the run around in regards to canceling my membership. I have proof of emails and phone call records that I have tried numerous times to cancel my membership and they are continuing to deter me from cancelling. If I get charged for another month of this membership I am gonna lose it. My son currently has a membership here and I hope he doesnt have the same problem with cancelling his membership come ******* when he its time to renew.

  Business Response

  Date: 11/09/2022

  Good Morning,

  The membership is cancelled as of 10.22.22. We contacted the member and could not leave VM as mail box full. Our team is sending a email to client for verification.

   

  Thank you,

• Initial Complaint

  Date:10/24/2022

  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 canceled my membership from crunch in *********, and I **** told I will not get charge this month but they did and when I called they refused to get my money back , they are thinking of keeping my money, it is fraud.

  Business Response

  Date: 11/09/2022

  Good Morning,

  This member came in on October 21st,2022 to cxl his membership when his billing date is on October,23rd 2022. Our Policy states Members are responsible for any billing within the next 30 days. Meaning he owed one more month's bill of $32.24 . His membership status is currently in pending cxl, meaning he may use the gym up until November 20,2022. No refund is in order because we have only collected the final month's billing.

   

  Thank you,

• Initial Complaint

  Date:10/21/2022

  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 Crunch Fitness ******** Parkway location until the gym closed for business in April 2022. I received an email from Crunch asking me to complete a survey as a former member, cementing the fact that I no longer held a membership with Crunch since the only gym I was authorized to use had closed. I did not receive any other correspondence informing me that my membership would be transferred to another club. On September 13, 2022, I received an email from ***************************, the general manager at a different Crunch Fitness club, that stated I owed membership fees at the ******** ******* club. I replied to **************** that I never opened an account at the ******** ******* club and requested my fees paid returned and my membership discontinued. In addition, I had never visited the club or even know its location. **************** said she didn't see a cancellation request on my account and my account was due $10. I didn't cancel it because I didn't know it existed and I told ****************** did not request or authorize my membership be transferred to another club. I checked my contract and saw no language that gave Crunch Fitness the right to transfer my one-club membership to another club without offering or notifying me of such a move. Had I been offered the transfer, I would have declined. I requested **************** close my account and refund the fees taken for the membership I did not consider legitimate. **************** did not respond to my email. Today, 10/20/2022, I received another email from Crunch Fitness stating I owed $50 and if it wasn't paid soon the account would be sent to collections. I again contacted **************** by email and asked for clarification. She told me I didn't need to authorize the transfer to the new club and my options were to pay the $50 and close the membership, sign up for a new membership, or allow the account to go to collections. They have charged me $89.95 for a membership I was not aware of and did not use and now want $50.

  Business Response

  Date: 01/20/2023

  Good Afternoon,

  The Crunch Corporate location :************* was closed in March ******************* was responsible for member communication regarding the dues transfer to ********. I attached a copy of the member communication that was sent by Parkway. The members account is cancelled and there is no balance due that I am aware of. A refund for the ***** will not be issued per our cancellation policy.

   

  Thank you,
  
  

• Initial Complaint

  Date:10/21/2022

  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.

  On August25th2021 I received a text from crunch after searching on line for a gym to come to after work, to shower and work. The text ask me to reply to schedule a tour and free work-out. I scheduled for Aug.27th,2021 but because of work I was unable to make it and had to reschedule for Aug.31st,2021. The day before my appointment I received another text from ******* at Crunchthat read if I joined by the next day I would receive $0 enrollment fees and 30day free trial. On Aug. 31st I recieved 2 more text messages reminding me of the appointment an hour away. I took cash with me expecting maybe I would pay something although the text said $0 enrollment 30 days free, free tour and work-out. During the appointment I was offered 3 deals I chose a mid- deal of $30. But when it came time to pay I informed the man after he told me the total price for the year I tried to pay a payment in cash but he said we would still need to have a card on file. I did not have a card or bank account, so I asked the mother of my children if she could let me use her card but the man said we just need the numbers on the card, exp date and ccv. I wrote them down for him but then he said he needed a bank routing number but when I called my children's mother back I couldn't reach her so the man said he can't complete it unless he had the routing number. I apologiesed to the man and told him I would have to bring it in another time to finish the enrollment. But when I asked my kids mom for the routing number she declined to allow me to use her bank for reoccurring payments so I wasn't able to return and because it passed the time for the deal I was offered if I joined by that day so I never returned. However several months passed and suddenly my kids mom notice from her alert that her account was in overdraft. We made a dispute granted back a refund only for us to spend it and suddenly it was taken all back and thrown back into over draft when tried calling to cancel was threaten with collections

  Business Response

  Date: 11/29/2022

  Good Morning,

  The general manager has tried multiple times to connect with the member over the phone and was unable to talk with the member to resolve the issue; the member will no longer accept our calls. What we are willing to do is offered to get the time back that he paid for. Which means he will get the time that he paid for applied to the figure. 

  
  

  Thank you,

  
  

  Customer Answer

  Date: 12/07/2022

  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:

  [Your Answer Here]

   

   I was suppose to recieve a free tour, free work out and first 30days free prior to membership, we were not aware of charges because we were not finished with the agreement because I never returned with routing number that he said I needed and I would have to return with. Then when we found out about the charges and disputed crunch fitness threatened to put it in collections not allowing us to cancel than started a new membership again yearly maintenance fee not to mention them putting bank account in overdraft multiple times. I have text messages, bank statements and cell phone records to prove it.

   

   

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

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

  Business Response

  Date: 09/08/2023

  Good Morning,

  This member got his refund already. Complaint is all set.

  Thank you,

  Customer Answer

  Date: 09/13/2023

  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 fell in debt with credit card and bank with multiple late and overdraft fees which affected my credit score tremendously  around 200 points. Then when they sent a refund to my bank that already put my account in CHARGE OFF, the bank(Chase by name)  took their money for late overdraft and whatver they charged me for. Then turned around and mailed a check to my home which was not a full reimbursement it needs to get fixed Full Reimbursement.

   

   

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

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

• Initial Complaint

  Date:10/19/2022

  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.

  Agreement #: ********** On August 29th, 2022 I entered into an agreement with Crunch Lakeland to cancel my gym membership at Crunch Fitness. I paid the fee of $137.87 on August 24th, 2022 to begin the cancellation process and on the cancellation form it stated I had a balance due of $0.00. The employee ******* explicitly told me that moving forward I would not have to pay any more fees to the club. We both signed the agreement and went about our ways. Today on October 19, 2022 I noticed a charge from Crunch Lakeland in the amount of $21.39. Upset and confused about this I called the club and an employee by the name of ******* answered the phone. ******* said he was a manager and I explained that he had previously helped me back in August with the cancellation of my membership and that I was still being charged. He proceeded to tell me that while he did take my payment of $137.87 for the cancellation of the membership, the other manager there, ****, failed to submit the form. This is why I was charged the additional $21.39 despite being explicitly told there would be no more fees incurred moving forward. After going back and forth about their dishonesty and how it isn't fair to me as a consumer to be charged for a service I don't receive past their "30 day notice" policy, ******* went on to tell me he would submit the form again but there's no guarantee I won't be charged again for the month of November because of the timing. At this point I'm livid and I told ******* that it's not my problem that he as a manager failed to do his job of submitting cancellation paperwork, and that I should not be penalized for his failure to do his job effectively. He proceeded to tell me to "Listen!" in a very condescending tone and implicitly told me to get over it. ******* did not even attempt to apologize for the inconvenience in any way and initially attempted to act like he never worked with me before despite his name being on the receipt of the initial transaction in August.

  Business Response

  Date: 11/04/2022

  Good Morning,

  This member was not current in his payments when he cancelled in August 2022. He paid to get current but was also told about what he was still responsible for to complete the cancel. I will refund him the October payment of 21.39.

   

  Thank you,

  Customer Answer

  Date: 11/07/2022

  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.
  

  Should there be any further charges moving forward, I will not hesitate to come back and escalate the matter.

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