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Business Profile

Fitness Center

Crunch Fitness

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

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

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    Customer Complaints Summary

    • 1,106 total complaints in the last 3 years.
    • 561 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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've submitted a form for cancelling my membership, and the confirmation page let me know I would hear from a representative in 1 or 2 business days. It has been two weeks, and I haven't heard from the business. I resubmitted the form (which they make it very difficult to find on the website) and still nothing. In the meantime they continue to charge me my membership fee and my annual fee is coming up.

      Business Response

      Date: 10/04/2022

      Hello,

      Apologies for the lack of communication. Your cancellation was processed when it was requested. Per your agreement 30 days notice to cancel policy, your final charge was on 10/1/22 and you have access through 10/31/22. You will not see any further ********, and the annual fee is not scheduled to bill on your account because of the cancellation. 

      Crunch Member Services

    • Initial Complaint

      Date:10/03/2022

      Type:Product Issues
      Status:
      Answered
      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.
      See reference below (email written to general manager )I am writing you this as a final attempt to get in contact with you in regards to a membership that I have been trying to speak to you since this morning . without the courtesy of getting a call back from you ; and to my surprise leaving the gym when being notified that I was on the way after my third attempt to call you . I will be notifying corporate of the way business is being run after the fact that one of your employees forged my girlfriends signature into a contract that was not explained to her and on top of that; disregarding her will to cancel the contract you guys are still charging the new credit card i put on file for the monthly gym memberships.I hope you have a pleasant weekend , please see the picture below for reference to my 4th attempt to try to contact you .Thank you *********************

      Business Response

      Date: 10/12/2022

      Good Afternoon,

      The member charged back the sessions, so there is nothing we can refund back to the member.

       

      Thank you,

    • Initial Complaint

      Date:09/30/2022

      Type:Order Issues
      Status:
      Answered
      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.
      August 2022 Paid for ************************* (contract requires 2 months min training $279/mo for 8 sessions a month: total $558 and 16 sessions). Issues with training: Unsafe practices and shortcuts, unprofessionalism, dismissal of concerns by trainer, lack of competence. After communication of concerns, starting at 3rd session to the 6th session, they were ignored. Injury resulted, confirmed by Orthopedic Surgeon, which involves weekly physical therapy for shoulder. I am unable to continue, regardless of lack of confidence in the services. They will not cancel the upcoming payment of $279. I have told them I will take the loss of the two uncompleted sessions from the first month and allow clean slate for second month. I have been told the charge will remain for the unprovided service. They said I signed contract, but I believe the contract is void once they neglected to do necessary initial physical assessments and ignored complaints of issues. They took short cuts on fitness program and said they would modify for my injury but never did. The trainer would walk away instead of spotting me during sessions. Issues with this gym and their bad business practices are common via online reviews, but remain unchanged. I hoping for your assistance. I have attempted to discuss issues with the manager, ******* (possibly ***************************); but he will not meet me half way and require an intermediary. He states he and his supervisors can do nothing except delay the payment until December but it will be charged. If not, I will be sent to collections if I try to intervene with credit card company.

      Business Response

      Date: 09/30/2022

      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 supporting documentation for our review.

      Crunch Member Services

    • Initial Complaint

      Date:09/30/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Location: ******, ** Since August 2022 we have been trying to fix the billing issues. The manager is not responding to my emails anymore and when I went to the actual fitness club he's not there or is unavailable. I wanted to make resolve the issues and stay with the gym by asking them to reimburse the extra fees they are charging every month, not only $200 for the training but they are also charging an extra $44.14 on top on that (we were told the monthly fee was going to be waived because we were already paying $200). In another month they charged an extra $63.96. I started sending emails to the manager since 8-22-22 to ask for refunds. Only one refund of $44.14 was made and also $200 for the month of September because I sent several emails explaining that I was not going to continue with the trainings. So far they still owe us $211.38 and the manager is not responding my emails anymore. I emailed him a copy of my bank statement with all the charges, but noting has been accomplished. PLEASE JUST CANCEL THIS SUBSCRIPTION I can not continue with a company that ignores the concerns of theirs customers and they take money just because they want to.Thank you.

      Business Response

      Date: 10/11/2022

      Good Afternoon,

      I spoke with this member, and he is removing his complaint.  We are cancelling his membership and removing his balance.

       

      Thank you,

    • Initial Complaint

      Date:09/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We were long-term *********** members who were receiving Crunch trainer services. We pre-paid for (15) sessions in an amount of $1,742.50. But because of Covid we were unable to use them and after our agreement, the Personal trainer left. Our efforts to have our funds returned have been unsuccessful.

      Business Response

      Date: 09/29/2022

      Hello,

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

      Crunch Member Services

      Customer Answer

      Date: 10/04/2022

      Better Business Bureau:

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

      Crunch ****** Services Agent:

      My wife and I were 19-year Crunch Fitness club members who were receiving Crunch trainer services from trainer *************************.  The CRUNCH FTINESS is at ** ************************ in *************. We pre-paid for (15) sessions in an amount of $1,742.50 in January, 2020. The Trainer informed us that CRUNCH would charge our Credit Card that was on file. But because of Covid we were unable to use the last trainer session from the initial agreement; also, after our agreement, the Personal trainer has left Crunch and we have ended our membership. Because our efforts to have our pre-paid funds returned have been unsuccessful, we filed a complaint with the BETTER BUSINESS BUREAU; the ** #********. We seek a REFUND of the full amount.

       

       

       

       

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


      Sincerely,

      ***********************




       

      Customer Answer

      Date: 10/11/2022

      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:

       
      To CRUNCH ****** Services Manager:

      We have reviewed your response of October 6 where you set forth (3) options for us to choose from. Without rejecting the options set forth in that response, we offer to settle the whole matter for of the amount of the initial $1,742 paid  - $850.00.

       

       

       

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


      Sincerely,

      ***********************




       

      Business Response

      Date: 10/11/2022

      Hi ****,

      We responded to the email in which you asked us this. Please check that response and reply to us. 

      Crunch Member Services

    • Initial Complaint

      Date:09/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 joined Crunch in ******, ** a few months ago. I have since moved and attempted to cancel via phone and email, which they say is against their ToS. I have since went into my new local crunch fitness to cancel, as instructed by Crunch, and the representative said I will need to either drive 9 hours back to ****** to cancel or send in certified mail, which would take 30 days to process, leaving me exposed to another monthly charge for a membership I have been trying to get cancelled and want no part of. Because I have acted in full faith to cancel my membership and they make it near impossible, I issued a stop payment from my bank. Crunch then used a workaround by using a different merchant account to charge my account once again. Despite all my efforts, they make it near impossible to get out of their hold. This is the most unethical business practice I have experienced as a faithful consumer.

      Business Response

      Date: 10/03/2022

      Good Morning,

      Our GM of Crunch Auburn was already in communication with the member via email asking for help and sent his confirmation of a certified letter. This membership has been cancel and we will refund the last month dues.

      Thank you,

    • Initial Complaint

      Date:09/28/2022

      Type:Billing Issues
      Status:
      Answered
      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 trying to cancel my membership with crunch in *********** the fitness facility. Its been an ongoing battle with trying to cancel them for a year because I had moved and their rule is that I have to be in person present to cancel my membership which apparently wasnt true because when I showed up all they had me do was have me write down my name and then they canceled my membership on their own time when I wasnt there which was okay I guess thats their policy. However, now they are saying I didnt pay my last invoice of $34.34 because it didnt go through but I have my bank statements that it did go through along with ***** confirming this for me. They keep harassing me about it even though it has been paid for. I just want to be one and done with them.

      Business Response

      Date: 10/03/2022

      Good Afternoon,

      This has been resolved and the member has been notified.

      Thank you,

    • Initial Complaint

      Date:09/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Crunch Fitness has to be the most shadiest place Ive ever given my card info too. About two months ago i got set up with crunch. They did their little marketing tactics to get me signed up with personal training class. After studying it and looking into it myself i seen that the class wasnt worth it nor was the price worth it for what they would give me. I was told i had a grace ****** to cancel and if i did Within the grace ****** i would not be penalized. I canceled this class within the grace ****** at the Crunch location in ***** ** with the associate by the name of ******** he was the only helpful one it seemed and tried his best to handle it. When he brought the issue up to the person who set me up with the class by then name of Brooklyn she didnt even wanna look at me it seems as if they knew what they were doing she didnt even address the issue at all. I signed electronic paperwork and everything at the ******************* confirming the cancellation but yet here we are weeks later and another withdrawal of $308 has came out my account from crunch im so frustrated with this these people have set me back and nobody cares nobody has contacted me nor solved this solution they are taking big lump somes of my money out my account with no authorization it has set me back on bills and responsibilities i feel like i need to take legal action now this is so shady i even had my bank do a reversal on one of the withdrawals and the following Friday crunch fitness is still taking $308 out of my account on every friday. Im ready to take legal action it doesnt get any more shady then this I cant believe crunch fitness moves like this

      Business Response

      Date: 09/28/2022

      Good Morning,

      This was a PT Services issue on our end. I have submitted for the refund. We apologize for the inconvenience. 

       

      Thank you

      Customer Answer

      Date: 10/27/2022

      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:

      At this point i feel i need to take legal action crunch fitness has not resolved the issue for #******** and they are still taking big lump sums of money out my account. This fraudulent activity is unacceptable and i need to be reimbursed more than what they took about because they have done this about 4,5 times now!!!! 

       

       

       

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


      Sincerely,

      *****************************




       

      Business Response

      Date: 11/08/2022

      Good Afternoon,

      This member charged back both payments. We no longer have any of the funds, and they were returned to him. 

      Thank you,

    • Initial Complaint

      Date:09/26/2022

      Type:Billing Issues
      Status:
      Answered
      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 with Crunch and have a zero balance. They have sent a collection agency stating that i owe them money.

      Business Response

      Date: 10/10/2022

      Good Afternoon,

      We have already handled this with our collections agency. The member did have a filled out cancellation form and should have been cancelled. Since we were notified by collections we have cancelled the membership and removed it from our collections service as of a week ago.

       

      Thank you,

    • Initial Complaint

      Date:09/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 trying to cancel my membership for over a year! I have called, gone into the club and requested multiple times to cancel. The manager says they will handle it, but then more charges. Then I was told the only way to cancel is over certified mail! Are you kidding? DO NOT SIGN UP.

      Business Response

      Date: 09/23/2022

      Good Afternoon,

      This member put their membership on freeze on 11/21/21.  No cancel was ever done.  Member stated he was mailing cancel and documentation, and nothing was ever received.  I will cancel and refund *** of 6 months.

       

      Thank you,

    Crunch Fitness is NOT a BBB Accredited Business.

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