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:09/08/2022

  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.

  Why is Crunch Fitness billing me??? I had a lifetime membership and paid dues to Fitworks since 6-28-****. I planned to cancel my membership in February 2021 because of a recent medical diagnosis of Multiple Sclerosis. I hoped to join a Silver Sneakers program after some rehabilitation. My attempt to visit Fitworks and cancel my membership was hindered by a closed facility, so I checked credit card statements and verified that monthly dues stopped after 3-1-2021. I was surprised that ******** made no attempt to notify me before, or upon closing and felt that my contract was voided by the gym. To my surprise, I recently discovered monthly billing on my credit card from Crunch Fitness. How can they do this without any correspondence? My address has not changed since **** so there is no excuse. I feel that Crunch should stop all future charges and reimburse me for dues of $11.69 per month, starting 3-1-2021 through Sept. 2022; a total of $233.80.

  Business Response

  Date: 09/20/2022

  Good Morning,

  "***** - Prior to 3-1-22 Fitworks notified their members that the facility was closing and that all memberships would remain open and transferred to our CRUNCH Oakley location.  As a courtesy we have cancelled your membership effective 9/9/22.  If you would like to discuss further, I would be more than happy to speak with you.  I can be reached at ********************."

   

  Thank you,

• Initial Complaint

  Date:09/08/2022

  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 have been struggling with membership cancellation for almost a year now despite the fact that I have not been using Crunch for years! I was told different things over the phone as well. Eventually my credit card on file expired and I was told that in order to cancel I have to pay the outstanding balance and give them the new credit card before the membership can be cancelled so that they charge $$. Multiple attempts to explain and ask to stop harassing me led to nothing and the balance continued to pile up despite multiple attempts - calls and emails, plus they added late fees. I am unable to cancel the membership despite all the efforts. In reality, the company should refund the fees for all the time (years) I have not been using the service, but all I am asking to zero out the balance and just simply cancel, but they keep harassing me. Moreover, they now sent me to collection and are ruining my credit history :( Please review the attached and let me know if any additional questions. Please help ! and thank you in advance!

  Business Response

  Date: 09/12/2022

  Good Morning,

  I spoke with her, she was satisfied with the outcome I was able to remove her balance and get her removed from collections. 

  Thank you,

  Customer Answer

  Date: 09/16/2022

  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.
  
  Thank you for all your help!  I was not able to get any help prior making a claim with BBB.  Much appreciated. 
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:09/07/2022

  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.

  Joined Crunch Fitness Aurora (agreement # **********) on 6/1/17 and did not renew. Terminated membership 5/31/18. I have not stepped foot in that establishment since 2017. I have been charged $20 every month since then and an extra $40 per year. I am owed a refund of $1,400.

  Business Response

  Date: 09/28/2022

  Good Morning,

  ***** submitted a cancellation request on September 9th, 2022. He was unable to provide any documentation of a cancellation made in 2018. The only documentation we could find on our end was an email back in 2017 to cancel his Personal Training which was processed then. 

  Thank you,

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Crunch Fitness of **************, ** is providing misleading and incorrect billing information. On August 7th I went into the club and cancelled my membership. I paid the past due month in the amount of $21.39 with employee ***********************. I was provided an electronic receipt for my payment and an electronic receipt of my cancellation. Cancel Effective date 8/30/22 with a balance due of $0.00 On 8/30/22 Crunch fitness attempted charging my previous card for $36.39, Again on 8/31, 9/2, and then for $51.39 on 9/5. I called and the employee advised me that my membership is only pending cancel of 9/30 and I still have a balance to pay. I advised her this is not correct and I have the documents provided by them saying otherwise. She said you were provided incorrect information and this is what I owe. When I asked for a corporate number she advised they do not have a corporate number. This club is operating under false and misleading billing practices.

  Business Response

  Date: 09/08/2022

  Good Afternoon,

  I followed up and left a voice mail yesterday. took a look into his account and resubmitted a cancel request with all the information about what happened in the notes. The employee will be in tomorrow I will be having a discussion with him. he has not been charged at all and will not be able to be charged cause of incorrect card info and reporting fraud to the bank. I will be giving him a call today twice to follow up and let him know what we are doing to rectify the situation.

  Thank you,

• Initial Complaint

  Date:09/06/2022

  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 started going to crunch early this year. I signed up for a month to month membership. I went into the gym personally and cancelled my membership on March 2, 2022. I have paper proof of this and have sent this multiples times to management. It clearly says on the policy that if I am within 10 days of your billing date, you will be charged. My billing date was the 14th of each month. Canceling on the 2nd is more than 10 days. I was first charged $28.61 on March 14 and then $52.99 on March 15. When I reached out, it was over 10 emails and phone calls I sent before I finally got an email saying send me screenshots of your bank statements that prove we took the money out.. well it is September now. Nothing at all, no refund. I have sent dozens of emails out to this manager and have received maybe 5 saying oh yeah I will check on that refund request and get back to you. Absolutely nothing for over 6 months. Multiple people on ****** reviews at this ***** store have reported wrong charges and nothing from management has been done for them.

  Business Response

  Date: 09/07/2022

  Good Afternoon,

  ********************************* ********* account does not show the following totals of monthly and annuals. On the account listed(*********) the last charge was on feb 14th for a total of $37.09.
  
  
  The account of ********* was cancelled on March 2nd as ********* stated she came in. There is a Duplicate account that I have further searched with the agreement number of  *********. The membership was entered through VFP which I think created a duplicate account both of which were started the same day. I am submitting refund for duplicate account as its cancelled now and refund amount of $81.60

   

  Thank you,

• Initial Complaint

  Date:09/02/2022

  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 cancelled my membership on June 1, 2022 and was charged for three months afterwards, including $118 this month. When I called, they confirmed my cancellation date, and said they continued taking money out because I had past due fees. My membership payments were automatically deducted from my account each month, meaning I had no late fees. They also deactivated my account on their website and refuse to even show me what Im being billed for. Ive taken up the issue with my bank and have taken steps to block my bank account from any further fraudulent activity from Crunch Fitness.

  Business Response

  Date: 09/15/2022

  Good Afternoon,

  We have erroneously charged the member $19.98 and we have processed the refund on our end with **** He should receive the funds within **** business days.

  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:09/02/2022

  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.

  Not only a refund but where to file for monthly fraudulent charges on an account I canceled with SHAPES ********* ** in 2021. That was then bought out my Crunch fitness and started charging my debit card without my authorization. This is cooperation big business FRAUD!

  Business Response

  Date: 09/06/2022

  Good Morning,

  I will cancel the account, but per the agreement the membership was able to be transferred.

   

  Thank you,

• Initial Complaint

  Date:08/31/2022

  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.

  8/30/2022 I was charged ****** without consent. They did not had my permission. I have never used their equipment and I did tried to cancel in person and over the phone for the last three months. Late this morning they took it out of my account without saying a word. Plus, they never refund the amount that they took out of good ****** Talk about a let down.

  Business Response

  Date: 09/06/2022

  Good Morning,

  Member signed up here in store 05/10/22 and did not check in again until 08/10/22. No amount was ever paid for membership until 08/30/22 when all past due amount was drafted at once for the amount of $173.65. Member came to club same day (08/30) and cancelled membership.

   

  Thank you,

  Customer Answer

  Date: 09/07/2022

  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.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/31/2022

  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.

  This is a 2nd issue regarding stealing money from my account by Crunch Gym. I emailed the Gym manager (*** *********, **********,**) on Aug-18-2022 asking to assist me in closing my membership at Crunch fitness.. And I saw his response about 4 days ago offering to take care of it with a cancellation fee of $50. I told myself, yes, but I'll stop by and get it done at the gym itself, so this way I have personally taken care of closing my account, to save the past painful experience by Accounting taking care of it, then I got busy and decided to stop by before the end of this month.But, yesterday on Aug 29 as I was looking up my debit account balance to pay my rent, Guess WHAT!!!?!! Crunch Gym stole $594 from my debit account once again!! this time Crunch gym literally stole my Rent money!!! Why and for WHAT!?I have NEVER signed up for anything more than $29.99 monthly membership. And the fact that a recurring payment was already taken on 8/8/2022 ... why the h*** was any amount taken out on 8/29/2022..? that too $594 !?!?I called and got no help from the manager - *******, who said the main manager - ***** had already left. So I emailed the manager - *****, and the District manager - ** ******************************************* as given to me by *******) to get it resolved.. but there is no response since. So, I called again today, and ** getting played first on hold for 25 mins then saying the manager is off today!!!I have requested on email to Please take immediate steps to refund my $594 and make arrangements to transfer that amount into my account back again. I need to pay my rent by August 31st, 2022.This is a second time that Crunch Gym has screwed-up by on my account within 9 months. And the fact they sense my accent is not ********, I get a racist treatment of being disrespected with a talking down to me tone and placing in long hold. The whole experience is just painful!They need to be shutdown.

  Business Response

  Date: 09/06/2022

  Good Morning,

  Member has been Contacted and concern resolved.  A refund was issues and Member is satisfied with the result.
  

   

  Thank you,

• Initial Complaint

  Date:08/30/2022

  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.

  Firstly, I had to jump thru hoops to get my membership cancelled. I was told that I had to go into the gum where I originally signed up--but ONLY during certain hours AND a manager had to be present. I was also told that I would still be charged an annual fee since I had not cancelled sooner (after having been told that I had to wait the full 12 months to cancel). After 3 attempts of trying to cancel in person, I was told that I could just email the manager directly after going into the gym and being told that the system was down & they were unable to cancel my membership yet again. Following that last incident, I sent the ********** gym membership profile read "Inactive." Subsequently, it took me 5 months to realize that I was still being charged monthly for my membership! I immediately contacted the manager via email. He sent me a signed letter saying that my membership has been cancelled, effective 8/29/2022 (the day I complained about my membership having not been cancelled) instead of 3/28/2022 when I originally cancelled. All of my emails and calls regarding a refund have been ignored.

  Business Response

  Date: 09/12/2022

  Good Morning,

  Management called him and left a voicemail on 9/8/22 and have called him before and left a message but no call returned yet. We have also emailed him before and also emailed him today but no response yet. We reached out to the member again on9/9/22 and we still haven't received a response back.

   

  Thank you,

   

  Customer Answer

  Date: 09/13/2022

  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 did receive a call and an email from Crunch fitness on Aug 31, 2022 and 9/9/2022 respectively. Both days I attempted to contact the manager ******. The first instance I was told by ****** that he was busy with another customer and would be off soon. The second instance, I was told by the front desk of the gym that he was too busy to come to the phone. I then left my name and number and requested a call back. Prior to these instances, I left a message detailing the reason for my calls to the gym, so the managers were aware of my grievances prior to making this complaint. I only received a response from a manger regarding my grievances after filling this complaint.
  

   

   

   

   

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

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

  Customer Answer

  Date: 09/26/2022

  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]

   After receiving a voicemail from one of the managers stating that I could reach him via text message, I proceeded to send two text messages once again detailing the reason for complaint. He then sent me a text message once again stating that we needed to speak on the phone to resolve the issue. I am not understanding why it would take me being on the phone for my account to be refunded. I have repeatedly informed the manager that I do not have time during the week to try to track him down over the phone. We are both obviously very busy. I just want my money back. It's simple. Email correspondence would be sufficient for me.

   

   

   

  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,

  A refund just got submitted. Member should receive it shortly. 

   

  Thank you,