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

  60 Serramonte Ctr Daly City, CA 94015-2345

• 

  Crunch Fitness

  222 E 34th St New York, NY 10016-4842

• 

  Crunch Fitness

  350 3rd St San Francisco, CA 94107-1213

• 

  Crunch Fitness

  215 W 23rd St New York, NY 10011-2302

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:09/22/2022

  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 was lied to about a sign up and they stole over 500 dollars out my account the avoid talking to me and resolving the problem and will not take my card off file nor refund my money They lied about a 5$ try out then constantly took my money!!!! I tried over and over to get things resolved!!!! Im tired!!! ****** is the woman who set me up from crunch fitness **************** **

  Business Response

  Date: 10/04/2022

  Good Morning,

  It looks as though this is someone who signed up for our perks partnership. We have notes on her account stating that on 8/16 she called in asking about how to cancel the account and that she said she would be coming in to the location on 8/17 to cancel. When I look into the account it does not look like she ever came in to do that as there are no cancellation documents or checkin history. In order for the member to cancel her membership she needs to come into the location or send a cancellation letter certified.

   

  Thank you,

  Customer Answer

  Date: 10/04/2022

  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]

   

   Ive contacted ****** on several occasions made attempted to come up there to get turned around!!!!!they stole money from me and I want it back now!!!! I opted in for a try out thats it!!!!! That was told to me you all are liars!!!!

   

   

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

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

  Business Response

  Date: 11/04/2022

  Good Afternoon,

  We're going to cancel out the account effective immediately. 

   

  Thank you,

• Initial Complaint

  Date:09/21/2022

  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.

  I had a membership with Crunch Bensonhurst. When I was signing up they told me if I get the most expensive membership which isnt yearly commitment, I could cancel my membership anytime . I got that membership monthly no commitment. I moved out , and wasnt able to go to that gym anymore, I sent email to cancel my membership. I didnt even use that month which I paid for . Today I got a call that I have to pay for 2 month + late fee , otherwise theyll put me on a collection. And they refused to cancel my membership telling me that my balance will continue to increase. They always have excuses to get money for services they didnt provide

  Business Response

  Date: 10/13/2022

  Good Afternoon,

  We value all our customers and we have made more than (3) attempts to contact *** ***************************** about her past due membership dues and also sent an email to achieve a stronger line of contact. We have had no response from this member in connection with her membership past dues. We have a policy that members have to abide by in order to cancel their memberships and *** ******** ************ has not fulfilled her side of the agreement. We will continue to reach out to *** ******** to resolve this issue with her account and bring it to good standing.

   

  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 ********, .I have not received any email or call from crunch . I sent email for cancellation which they just ignored and physically as they wanted I cannot go there , because I changed my residence which is far . 
  And I still refuse to pay for the months which I never used their gym because its not fair , I took a monthly plan without commitments because they told me I could cancel anytime . Please I think you should *********** employees who explains better about memberships , or they just try to get you in .
  Sincerely,
  ** 
  ******** ************
  
  
  
   
  
  

• Initial Complaint

  Date:09/21/2022

  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 signed up for Crunch during 2020 (but never used it, didn't even complete registration, no membership number) . Life had different plans and I had to move out of state where no Crunch was located. I forgot I had signed up and they kept charging my card. I called and emailed, spoke to many people and 2 said they would have it taken care of. They would email me a form to email back. For 6 months the charges STOP and then they started them again and I was charged $80 this time. I sent in more emails, letters to "******* office" and calls to the local (not local to me because I live out of state) gym. I explained my frustration in having been dealing with this for MORE than 11 months! The manager told me. Well there are no notes on your account. I told him I could provide the emails and dates... sorry cannot do anything over the phone even if you live out of state, provide all the personal details. But, there is hope someone local could go in and cancel for me. (Help that make sense) Too bad no one lives there to help me do this. I then asked for the District or Area Managers number. To my shock they don't have one. They have no numbers to give. No numbers for people in corporate. No way to get a hold of anyone but a PO BOX. Which we both know is a lie, someone is pushing sales goals and calls if they don't get it..... I asked if they wanted to pay for my plane or gas to come back and cancel. That was a no.I told him I have not and do not give him approval to charge my card. I guess since they will not stop with the charges I will have to cancel my card. He said that's fine, we will keep charging you and then send you into collections. This is beyond unacceptable. We have done EVERYTHING we could and they will not stop!

  Business Response

  Date: 09/26/2022

  Good *************************** consulting with the current management team and reviewing her account, we sadly cannot validate any of her claims.  She did sign up for a membership in presale, but our policies are pretty consistent in execution and explanation (either cancel in person or via mail to our ** box).  The member references the ** box, so in terms of an explanation, it seems we did a proper job there.  I can't validate her claims of sending in letters to the home office because she didn't provide any receipts to prove the act on her end.  The account is currently active and until proper documentation is sent in, no refund will be processed and the account will remain open.

   

  Thank you,

  Customer Answer

  Date: 09/27/2022

  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:

  Please let me know where you would like  receipts sent, as the emails listed on website do not reply 98% of the time and people do not get my letters at the ****************** has NO way to disprove I didn't send the letter. I did send the letter and charges stopped and then they started charging me again..... NO ONE at this company has been helpful in anyway. Please state where on your website states the correct PO Box to send Cancellations? I had to find that information out on site like BBB, complaints.com, and Sunbiz. NO one from this company has assisted in this. All they do is threatened to "keep charging and then we will report to the credit Bureau as a collection"  The fact that this company cannot simply "cancel" a membership like requested shows there complete lack of customer service. It would has been less work for them to simply reply they will cancel  my membership but will not give a refund. However, they insist on continuing to charge me and making me jump through hoops. An additional letter has been sent certified mail along with all proof of communication over the past 11 months of trying to cancel this membership and showing your companies complete Lack of customer service. Read the complaints, the 100s of complaints all just like mine. DO BETTER FOR YOUR CUSTOMERS! Even the ones that Moved away from your locations. 

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

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

  Business Response

  Date: 10/05/2022

  Good Afternoon,

  We have no record this member has done anything with regards to cancellation.  We have no notes, not documentation.  I have cancelled the membership, but the member claims we have no proof of not receiving the cancellation request, they have no proof of not sending it.
  
   Also, if she would have gone to the club to cancel we would have had proof of  check in, but nothing either.
  
   
  
  The membership has been cancelled.

   

  Thank you,

• Initial Complaint

  Date:09/21/2022

  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.

  Requested cancellation of membership due to unsanitary and safety concerns. I have been in communication with the assistant general manager, who is literally avoiding every point of contact made to cancel the membership. When I am able to speak to her via email. there is always some rebuttal with why things are the way are. The facility in question did not have any running water, sludge from excrement all over the bathroom floors leading to the lockers, bagged up water fountains, toilet seats, and sinks. This is not appropriate for the business being run, nor in a pandemic. I made my request in August, with the the thought, that this would be resolved as soon as possible and upon reviewing the contract, the stalling made me realize that I would be charged an annual fee on 9/20. This is deceptive, lacks integrity and particularly would have never happened in other types of communities, even keeping the business open during the time needed to resolve this public health concern. All I need is for someone above the assistant general, and general manager to resolve my request of cancellation.

  Business Response

  Date: 09/23/2022

  Good Afternoon,

  The member was canceled and refunded. Management connected as well as there was a follow up email sent.

  Thank you,
  
  

• Initial Complaint

  Date:09/21/2022

  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.

  They over **** my bank account by over $1000, while I went home to take care of my father on hospice. They s after they did this also, during covid. They double billed me for personal training and did not credit me for anything. I was saved by my bank and wrote to corporate and did not even get a response. Also, I am not allowed to attend as a guest. I would not recommend crunch to anyone they ****** an environment amongst their staff that is discriminator towards those of us who are large and trying to lose weight. I hate to even say anything like that but it is absolute truth I have heard it. Shame on Crunch! I was afraid to go to Gold's and they are amazing. No contracts, No discrimination, and they care. I have been losing weight for a long time and will continue but i strongly advise people not to use Crunch! They will tell you that you cannot cancel and that you owe them money and do not honor their own policies. They allow their staff to behave terribly! Flirting with patrons! It is sad and disgusting! They will not even do an internal audit or send mystery clients because they DO NOT CARE!

  Business Response

  Date: 10/11/2022

  Good Morning,

   I was the *** at the time ********************* rejoined Crunch. She rejoined under the amnesty program following her original gym membership being returned for collection in 2020. Upon rejoining and signing up, both ********************* and her husband *********************** signed up for Personal ****************** Services as well. I believe that is where the "double billing" statement came into play. However, there were 2 separate agreements, clients. trainers, and programs delivered. The funds were never collected, write offs were issued as a compromise for the complaints and to save the memberships however we could not write off the past dues from PT as the system would not allow it due to the services not being cancelled prior to them becoming past due and them staying in a perpetual pending cycle as her credit union would reprocess daily. ********************* stepped in with ************* and addressed it directly with the credit union and had them stop all further billing attempts. I cannot answer as to people being treated unfairly or judged for any type of body issue. We care deeply for our people, clients and trainers alike. I cannot fathom how that conclusion would be reached however sorry I am for it. I actually saw ************* 3 weeks ago on a treadmill in the club, she is the aunt of a trainer who works in our club currently, she entered as a guest that day. That being said, her being disallowed as a guest is simply untrue. I hope ************* is well and finds where she is happy in a gym space, here or otherwise. Our goal is to always deliver a quality and kind experience to any and all people. Thank you for your time. 

• Initial Complaint

  Date:09/15/2022

  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 signed up at Crunch Fitness **** for what I was told was a standard 30 dollars a month membership Instead, they charge me $100 for training I never asked for and cant afford.Ive been trying to cancel my membership for months by calling repeatedly and even going in to the gym to speak to the general manager yet they continue to charge my card. I just want to cancel this gym and not pay for what I didnt ask to be charged for

  Business Response

  Date: 09/27/2022

  Good Afternoon,

  Member has signed agreements for Membership and PT in system. All agreements are valid . We were unable to process cancellations due to payments charging back in August. Will clear owed balance and cancel out membership.  

  Thank you,

• Initial Complaint

  Date:09/13/2022

  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.

  So I've been trying to cancel my Crunch fitness memebership for the past 6 months i was in Sales so i generally didn't get off until after they closed. I recently relocated to ******** **********, Just to be told by The Crunch Fitness out here that i have to cancel my membership with my main branch. Whats worse is i can only do that through mail I'm not currently working. I'm a disabled veteran and the only thing keeping my head above ater is my disability check. The Absolut worst Pat is not only did the charge me but they charged me twice with two different Prices 42 and 33 dollars in the course of 2 Days. I can't even Take my Payment infotmation off the sight and I'm Past the 1 year threshold Wont recommend this place to anybody.

  Business Response

  Date: 09/19/2022

  Good Afternoon,

  Crunch Orange Park is happy to facilitate a cancelation of your account following receipt of a written letter requesting this to happen. It is our policy to receive either a written cancelation letter OR to appear in person to cancel the membership.  As a curtesy, we will cancel out your account using the BBB complaint as your written request to cancel however this could have been handled before leaving for ********** if we were made aware OR by a mailed letter which would have gotten to the club within a weeks time.
  
   
  
  As for the charges of $42 and $33 last month, they were not double billed. The $33 is the regular monthly membership fee. The $42 was your annual fee that hits once a year. Please refer back to your signed membership contract for billing/pricing questions.

  Thank you,

• Initial Complaint

  Date:09/13/2022

  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 paid my $30 monthly membership fee today on the 13th I was charged another $***** for a yearly equipment fee after only being with crunch for 2 months drained my bank account and also was charging overdraft fee so the ***** end up costing me $80 made a complaint left me stranded in *********** with no gas to get home to Athens and they're telling me it's going to be 3 to 5 business days before they can refund my money but I'm still stranded in *********** with no way home they can pull the 50 out immediately but they can't put it back in immediately I have a real problem with this especially when I signed the contract the girl told me that she would waive the yearly equipment fee anybody want to come pick me up and *********** from Crunch fitness and buy my lunch since I'm hypoglycemic and need to eat but can't afford it because y'all pulled out the last $50 I had

  Business Response

  Date: 09/19/2022

  Good Afternoon,

  This has been successfully resolved with the member. We had done nothing wrong as the annual fee was charged per the details outlined in his membership agreement. We still made accommodations for him as a customer service gesture. Here is our resolution for your records:
  
  Refunded annual fee in the amount of $49.99
  Confirmed that his tap date is on the 7th of each month
  Offered him a free 30 days for his 18-year-old son.

   

  Thank you,

• Initial Complaint

  Date:09/13/2022

  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.

  On August 12, 2022, I went to the Crunch Gym to cancel my membership and my subscription. I went through the whole process of the cancellation, but come to find out, they are still charging me as if I never cancelled the membership. I was charged yesterday, September 12, 2022, for a service I cancelled. I was not made aware that I owed anything or that the charge will continue for another month or so.

  Business Response

  Date: 09/15/2022

  Good Afternoon,

  I just got off the phone with the member and her membership is canceled. What she was referring to was the final payments. She wasn't billed for it but was attempted to be billed so she got notified as it was pending. I have went ahead and removed the payments from the account so they will no longer be attempted.

   

  Thank you,

  Customer Answer

  Date: 09/20/2022

  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:09/12/2022

  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 signed up for the gym and training at a time a could afford it. My car broke down and set me really back financially and when I asked to cancel the training the manager said that I couldn't. Which doesn't seem right if I haven't used it. He told me it would be sent to collections. Few months went by and I checked my account September 1 and saw a charge of **** bu *** fitness leaving my account negative. I've tried emailing, calling and it seems like nothing can be done because they are a private franchise

  Business Response

  Date: 11/08/2022

  Good Afternoon,

  I sent her her signed PT contract. We went back and forth over email. She wants a complete refund, but everything was done by the book, explained properly, she

  signed everything and admitted she knew she was in the wrong.

   

  Thank you,