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

  8000 W Sunset Blvd Los Angeles, CA 90046-2439

• 

  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:10/19/2022

  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 cancelled my membership to this gym in January of 2022. They continued to charge my bank account after I cancelled, I had to change my bank card to make the payments stop and then when my card got declined they began to charge my account through ACH direct draft. I tried to talk to management at the gym and they wouldnt talk to me. I tried calling a corporate office but there is no number listed. Ive emailed their regional director and havent gotten a response back. This is the 10th month they e fraudulently charged my bank account.

  Business Response

  Date: 11/08/2022

  Good Afternoon,

  We have tried to connect with the member by and phone and email and unfortunately we cannot reach this member. We will issue a 3 month refund and notate his account.

   

  Thank you,

• 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.

  I canceled my membership and was verbally told over the phone and email verified by manager of club I wouldn't be billed anymore and I was billed the maintenance fee for the gym. I want it refunded and the manager is acting as if he knows nothing about it even though I have an email from him verifying this info.

  Business Response

  Date: 11/04/2022

  Good Morning,

  We will cancel and refund any payment past 10/19.

   

  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 have determined that my complaint has NOT been resolved because:

  I saw the reply about refunding me after Oct 19, however I want the yearly fee refunded as well which was a day before Oct 19th, on the 18th

   

   

   

   

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

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

  Business Response

  Date: 11/10/2022

  Good Morning,

  The annual fee will be refunded back to the member. This was processed back to their checking account yesterday, normal processing is **** days for them to see it in their account.

   

  Thank you,

  Customer Answer

  Date: 11/15/2022

  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:10/19/2022

  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.

  This ********, ** location tricked ** into signing a freeze form instead of a cancellation form when we came into the business in October - November 2021 and then charged us $55 for an annual maintenance fee for a service we never used. Then charged us $40 for a monthly fee again for a service we never used and had almost a year ago, requested to be cancelled. They required a 10 day notice to cancellation but we were under the assumption that the account was cancelled and wouldnt be charged again. This business is practicing with scam like policies and unfair business practices.

  Business Response

  Date: 11/15/2022

  Good Morning,

  The complaint was submitted on behalf of ******' girlfriend, *******, who is the actual member.  Attached are the notes from our conversations, the contract, and the cancel form.  She originally signed up on a month-to-month membership and signed a freeze form a year ago.  We froze her membership for 6 months and she has been getting charged since June 2022.  Because hers was month to month membership, it is a recurring monthly charge that will continue until a change is made from the member.  We are not issuing a refund for the charges because the cancelation form was not received 10 days before the next billing cycle, per the contract. 

   

  Thank you,

• Initial Complaint

  Date:10/14/2022

  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.

  Twice requested cancellation after moving out of the area. Now receiving collections notice despite not having been to their gym for 4 years. I requested cancellation on 4/12/21 and received no response. This is a shakedown. Trying to charge me after I requested cancellation for services I never used.

  Business Response

  Date: 10/14/2022

  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 any supporting cancellation documentation for our review.
  

  Crunch Member Services

• Initial Complaint

  Date:10/12/2022

  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.

  I signed up for a membership over a year and a half ago in ********. I never went into the gym because shortly after joining I moved to *****,**. I went to the gym one time here in ********, however the gym was small and I didn't feel comfortable there. I have continued to pay for the last year and a half in spite of only going once. I tried to call today and they said I would need to make a trip to ******** which is a 6 hour drive to go into the gym to cancel. They said my only other option would be to get a notarized letter stating I want to cancel the membership. I am very upset with how I have been treated by this company and will never recommend this gym to friends or family.

  Business Response

  Date: 10/14/2022

  Good Afternoon,

   I spoke with ***********  Sent her an email 2 weeks. However, everything is resolved and was very thankful!!!

  Thank you,

  Customer Answer

  Date: 10/21/2022

  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:10/11/2022

  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 received an email 10/11/22, that I owed $79.96 on my membership. On July 1, 2022, I went into the *****, ** location (a new location that has just opened that week) & advised that I changed my mind & wanted to cancel my membership. She said it was canceled. This was about a week after I signed up for membership online. I hadn't heard anything else about it since, but then I get an email 3 mths later stating there is no record of any cancellation & that I owe the past due balance. I find this to be an ongoing scam with gyms to keep taking your money. I called to cancel & was told me I had to come inside. I physically come inside to do so 7/1/22 & then they still don't cancel it. I don't want to be charged for ANYTHING with this company. No late fees, no cancelation fees, no annual fee. NOTHING! If the representative didn't do what was supposed to be done, then I should not be penalized for any of it. I want all charges canceled & this account permanently closed. I don't want any other fees creeping on me in the near future. By the looks of the many BBB complaints, I'm not the only one experiencing this issue.

  Business Response

  Date: 10/13/2022

  Good Morning,

  As a goodwill gesture, I have cancelled.
  
   
  The member did not complete a cancel form, nor did they email about the cancellation.
  
   
  I have removed the balance due as well.

   

  Thank you,

  Customer Answer

  Date: 10/14/2022

  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:10/07/2022

  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 left this review on ****** 10 months ago:"Management lacks rationale and was unaccountable surrounding my membership updates. After moving out of the area, they insisted I spend even MORE money and either drive to the location or mail them a letter just to simply cancel my PREMIUM membership that I had been paying for. This resulted in, now, MULTIPLE arguments over the phone with their staff. Eventually, the manager conceded and confirmed that she would cancel over the phone for me in order to avoid further issues. Low and behold, they are still trying to charge me. Dont let them rope you into some BS contract that you have to literally fight to cancel. Worst experience Ive had with a gym membership..."Almost a year later (today), I get a call from a ********** debt collector saying I owe $200+. When I called Crunch PBG afterwards, the staff worker "****" refused to put the manager on the phone as "she was too busy," and also refused to give me corporate information or the ****************** owner's name/info. There is a reason this company has so many negative reviews regarding membership cancellation. It is purely unethical, which is why they have also faced class action lawsuits surrounding it:***************************************************************************************************

  Business Response

  Date: 10/10/2022

  Good Afternoon,

  This member refused to follow the requirements from the contract.  Was advised to submit in writing his cancellation request since he could not appear in person.  Refused this and wanted the staff to take over the phone.  We must have written confirmation for a cancellation.  We have had payment issue on his account from the beginning of the membership.  I have notified *** and FCS to remove balance and cease collections as a gesture of goodwill.

   

  Thank you,

• Initial Complaint

  Date:10/05/2022

  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.

  For the last two week I have been dealing with the issue of being charged for a personal training that I signed up for on 07-20-2022 and then wanted to cancel because I can no longer be there at a set time because of other obligations. During the process of me signing up for the personal training the trainer that was signing me up he was read certain parts of the contract but did not read the part where it said I needed to inform the gym 30 days before canceling neither did they provide a physical copy for me to read before signing me up and had me sign under the false expectation that I can cancel at any time. So when I went to cancel I did ask the person at the desk if it went into effect immediately or if there was anything extra I needed to know about cancellation and he then proceeded to tell me that he did not know and that the paper I signed was all the proof I needed. So when I got a call from their billing team saying I owed ****** because I didnt cancel 30 days before my renewal I mentioned that I was never informed about the 30 day they said well you signed that contract. So I reached out to my gym and the manager about this issue and not being informed about the ********************************************************* the contract I signed and when I mentioned to the manager that I didn't get to see the contract before signing she then rudely informed me that I should have asked for a paper version and then when I asked why it was not offered she cut me off and she would be escalating the issue to a district manager but I still haven't heard back and everytime I try to reach out to the gym they would hang up on me. I would like a resolution to this issue or someone to reach out and help. This has been a very frustrating process.

  Business Response

  Date: 10/07/2022

  Hello ******,

  We have been corresponding with you via our corporate email address at **************************************************** Please refer to that thread for an update on your request.

  Crunch Member Services

• Initial Complaint

  Date:10/05/2022

  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 had a membership at the facility/gym in ******* *******. I cancelled said membership on May 31, 2022 because I was moving. I was told that I would be billed one last month (****) and I was billed $25.77 on **** 30, 2022. I was then billed again on July 26, 2022 for $10.77. **** should have been the last month. I then got a phone call a couple of weeks ago saying that I have an outstanding balance of $21.54. I then explained to her that this was incorrect and that I was not paying it because I cancelled my membership months prior. She told me that there was nothing she could do for me and then I needed to get ahold of the manager at the gym to resolve this. I have been trying to get ahold of the manager at the gym since the charge on July 26, 2022. I am told every time that he is in a meeting and that my information will be passed along to him and that I would receive a call back. I never received a call back. I called on Tuesday September 27, 2022 and again was told that he was in a meeting. The man I talked to told me that I would receive a call back. I was never called so on Thursday September 29, 2022 I sent an email to the managers direct email ******************************************* and never received anything back. I receive emails from ************************************************ saying that I have an amount of $21.54 due. The email also says that they have contacted me multiple times over phone and email which they have not. I have tried to resolve this issue numerous times via phone call and email. I was told today that the amount due was sent to collections. I have attached the document stating when I cancelled and when my last payment would be, the email saying the amount I owe, the statement of the charge from July and the statement from the charge in ****. I am unsure what to do as the next step, that is why I am putting in this complaint. Thank you!

  Customer Answer

  Date: 10/30/2022

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

  Business Response

  Date: 11/04/2022

  Good Morning,

  I am writing to let you know that we made an error in our billing system which has since been corrected.  As a result, we have processed a refund in the amount of $83.65, which was equal to two months of dues and the annual fee.
  
  I have also attempted to reach out to the customer to notify them; however, I've been unsuccessful, but will email as a secondary means of communication.

   

  Thank you,

• Initial Complaint

  Date:10/05/2022

  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.

  I started a membership at Crunch Gym because I wanted to go to a gym before moving to a new state and setting up my own home gym set up. I moved and completed my home gym set up and attempted to send certified mail to cancel my membership. Crunch gym refused to sign for the certified mail. I just resent another letter for cancellation. I just want my membership cancelled. I read my contract and I am able to send a letter to cancel. I dont understand why they denied the certified mail that I sent.

  Business Response

  Date: 11/08/2022

  Good Afternoon,

  We received the cancelation notice from the member and it has been cancelled on our end.

   

  Thank you,