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

  330 Flatbush Ave Brooklyn, NY 11238-4302

• 

  Crunch Fitness

  162 W 83rd St New York, NY 10024-5259

• 

  Crunch Fitness

  785 Flushing Ave Brooklyn, NY 11206-4107

• 

  Crunch Fitness

  23633 El Toro Rd Lake Forest, CA 92630-4780

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:08/29/2022

  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 Fitness refuses to cancel my membership. They insisted on me coming into the gym which is over 200 miles from me to cancel my membership. I explained to them numerous times that I cannot make it to the gym to cancel my membership. I have sent countless emails with no response. They even charged me for the months that I have not even been using. I would like a full refund and I would like for them to cancel my membership.

  Business Response

  Date: 09/01/2022

  Good Morning,

  This has been resolved and taken care of. ********** is now canceled. 

   

  Thank you

• Initial Complaint

  Date:08/24/2022

  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 switched my membership to an upgraded one and within a week I wanted to switch back because I didnt like the other facility and they were trying to tell me that I couldnt go back to my old rate that I had for almost a year now I wanted to pay my $10 a month fee and I told me I only could do the $15 a month one and they had no real suggestions for me at all they didnt see like they cared to try to help me out to get me back to my old rate and when I suggested that Im going to cancel my membership they really didnt seem like they cared all they cared about was getting me out of the front desk and they charged me a cancellation fee of $78 and I was trying to get out of there but they didnt care and there was no one else to speak to they said and I got charged a $78 fee and I was trying to resolve it to see how I could avoid that but they didnt seem to care so if theres a way to resolve this where I can get my refund and I can get my $10 a month feedback and be a loyal member again I would love that if not I am not going to ever suggest crunch fitness to anybody I will let them know how staff treats their members here I will most definitely give bad reviews of this

  Business Response

  Date: 09/09/2022

  Good Morning,

  We have adjusted this account.
  
  His previous membership was cancelled with his last payment on 8/24
  
  His new BASE membership will not begin billing until Nov 2022.  This gave him credits for September and October.

   

  Thank you,

• Initial Complaint

  Date:08/24/2022

  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.

  In May 2022, I went to one of the crunch fitness locations and requested my membership be canceled. I was advised that I needed to make the cancellation request at least 30 days prior. The representative advised me to pay the month of June and to freeze my membership for no fee until September 21, 2022. I was then advised that if I still decided to cancel the membership, I just had to call 30 days prior to the 21st of September which I did on 08/18/2022. I spoke with a representative and a supervisor who both advised me that I needed to pay the month before I could cancel. I do not have a contract and Crunch Fitness is making it as hard as possible to cancel. I already paid the last month back in May.

  Business Response

  Date: 09/06/2022

  Good Morning,

  This membership has been cancelled with nothing further due. A cancellation form was sent to the email address we have on file. Management called and spoke with the member and informed him of his cancellation being complete. 

   

  Thank you,

• Initial Complaint

  Date:08/24/2022

  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.

  On July 26, 2022, I was overcharged $49.99 by Crunch fitness an amount of $49.99. I contacted the manager **** on the same date, 7-27-22, and was informed that I will be getting credit of $49.99 for the overcharge in **** business days. No credit was issued, so I contacted **** 2 more times, and still no credit. I talked to another manager at the *********, ** location, and was Informed that that have been having issues like this where members have been getting overcharged. Plz help resolve this matter.

  Business Response

  Date: 08/26/2022

  Good Morning,

  GM from ********* Club:

  "I already reissued the refund. I also talked to him in person yesterday and today about this.
  
   
  
  I will reach out to BBB and get it cleaned up. We also ran into issues learning it was on his daughter's account and not his account. I can send them a screenshot that it is processing."

   

  Thank you,
  
   

  Customer Answer

  Date: 09/02/2022

  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.
  

  The overcharge eventually got credit to my account, but it took over 30 days. 

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

  
  

• Initial Complaint

  Date:08/23/2022

  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 purchased personal training sessions and could not use all of them due to personal trainers not willing to accommodate my working schedule and needs for ****************** training sessions. I worked with management for months (since Feb 2022) going back & forth on freezing auto-debit from my bank account due to lack of availability of trainers. Management was made aware of the issue on several occasions. I have over $1,853 in unused training sessions remaining & management is refusing to refund my hard earned money. Management also not being upfront on final number of remaining sessions & also told me that if I discontinue my auto-debit from my bank account, I would forfeit all of my remaining training sessions. I have sent two prior emails documenting my complaints to Crunch Corporate (most recent was 8/9/2022). Thank you for your assistance in attaining a refund for my unused training sessions.

  Business Response

  Date: 09/08/2022

  Good Afternoon,

  "We worked to accommodate ***************************** on numerous occasions, as she had been with us some time, even through some necessary changes in our PT staff. We chose to let her cancel her personal training agreement back in April 2022(at no charge), so that she would have the ability to catch up on her purchased sessions that she had built up, due to her busy work schedule. We do have a recurring service agreement in which it does continue to bill until you come in and cancel, along with our thirty day cancellation policy to do so. With personal training, these sessions are yours to use at your leisure, however they do expire 90 days from the date of their invoice, so we work to get them booked out quickly so they can be used and not lost." 

   

  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 have determined that my complaint has NOT been resolved because:

  Hello,
  
  My apologies for my late response.  The business did not respond adequately to my request of reimbursement for training sessions that they could not fulfill and mislead me to believe that if I cancelled my recurring training session billing, that I would also cancel and be unable to use any of my remaining training sessions.  I am requesting reimbursement of the unused training sessions as they were unable to fulfill them due to changes in PT staff as well as misleading me to believe that I needed to continue the contract in order to utilize the service. 
  
  Thank you for your assistance in this matter.
  
  Much appreciated.
  
   
  
  ****************************** **** **** 

   

   

   

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

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

  Business Response

  Date: 12/15/2022

  Good Morning,

  *****************, As we previously discussed during your time with us, we have an agreement in which all members and clients have to sign prior to training with us. This form states as we have followed and tried to accommodate many times even outside said agreement for your specific needs. I personally cancelled your agreement back in March without anything further due, we set you up with a new trainer and you still did not complete sessions. With this program and the way it's built, the client either uses or unfortunately loses these sessions. I would have much rather you got in here and used the sessions and trained with us, rather than be where we are today. I truly do appreciate the business and understanding that we did have at one point.  

  Thank you,

  Customer Answer

  Date: 01/05/2023

  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:
  

  
  

  Hello, 
  
  This dispute is still unsettled and I am very dissatisfied with Crunch leader ship response. I do not consider this matter closed or resolved. Please let me know if there are any other steps that I can take. Much appreciated, ******* ******** ************* 
  
   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:08/19/2022

  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 have been trying to nearly 2 months to speak with someone in higher up management about my former trainer ************************* incorrectly charging me for sessions I did not receive. She lied and would mark me as cancelled when she would get her hair done, when I was at a funeral and she knew in advance, when I was on vacation and informed her and she still listed me as cancelled when I have proof that is not the case! I showed all the text proving this and I havent received a refund, a phone call or anything whatsoever from anyone at this location. I have gone through all the chain of commands that I can get to and I am being ignored and treated like I do not matter. I paid approx. $2000.00 for a trainer who never took my measurements to tell me which steroids I should get that work and offering me her personal training app for free when I informed her there was an issue with how many sessions I had left and she moved gyms shortly after. I have been patient and tried to keep my mouth closed but I do not appreciate being told someone will contact me after a 2 month process time and time again and ignored when in reality all someone had to do was call and speak to me to rectify this situation. She also purchased shorts from my online store and never paid me after numerous times attempting to get paid. Goes to show how Crunch Lakeland cares about their members.

  Business Response

  Date: 08/22/2022

  Good Morning,

  I will reach out to ****** myself now to try to make this situation better. I have submitted a refund for the final payment to the member. 

   

  Thank you,

• Initial Complaint

  Date:08/17/2022

  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 called today to cancel my crunch membership. I have had it for over a year so it should be a simple process as I no longer have a contract requirement. I was told I could not cancel over the phone or at the gym the phone number provided basically just rang until it hung up. When I tried to cancel online it stated that the location I belong to doesnt allow online cancellations. It is a ridiculous waste of my time to jump through all these hoops, and I will never use them again because of it. I want someone to just cancel my membership for me, the fact that I have to resort to making this report is ridiculous.

  Business Response

  Date: 08/29/2022

  Good Afternoon,

  Amber we contacted have canceled her membership for her. Its pending cancel as of now. She was told about the ways of being able to cancel as well.

   

  Thank you,

  Customer Answer

  Date: 08/30/2022

  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]

   My cancellation process required multiple phone calls and emails, being told I needed to give 30 days notice which was news to me since my year long contract was finished, and also paying another 40 dollar annual fee for the gym I wont be going to since I wasnt allowed to just cancel. No one should be forced to pay more after finishing a contract if they no longer wish to continue. I want my money back for the annual fee that was just taken from me post cancellation

   

   

   

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

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

  Business Response

  Date: 09/09/2022

  Good Morning,

  We did everything according to crunch policy and I canceled it for her over the phone. Which was outside of our policy at the time. However, we will refund them the annual fee today.

   

  Thank you

• Initial Complaint

  Date:08/16/2022

  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 had an account sent to collections for $134.00 dollars from 05 CRUNCH NIAGARA on Jul 29, 2022. I do not understand why. I have not received any correspondence pertaining to this in my e-mail address nor my current home address. I do not have and have not had any charges on my debit card since April 12, 2021. I had also intended on re-enrolling in Crunch but I do not think I will be able to do so if I do not receive any information as to why this account was put into collections.

  Business Response

  Date: 08/17/2022

  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

  Customer Answer

  Date: 08/23/2022

  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:08/16/2022

  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 for membership at Crunch Fitness in *************, **, and didn't like the gym because it was pretty small and always packed. Staff watched as people would stop and talk and not use the equipment. The staff team would speak to the friends and not have a clean bathroom. The gym had a few things broken or needed replacement, so I was disappointed that had not happened. I called customer service, and they never canceled my membership instead, I got put into collections without notice. So I got a text saying my account was past due. I had many late fees, so I went into the Crunch to speak to someone, and nobody was able to assist; here I am in collections for $174, and most of it is all late fees. I am requesting that Crunch remove all references to this account from the credit reporting agencies (Equifax, TransUnion, and Experian) that you have reported to and validated this account.

  Business Response

  Date: 08/17/2022

  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:08/11/2022

  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 or about January of 2022 I joined Crunch Crunch fitness located in downtown **********. At the time there was a young male who assisted me in the initiation process he process he said at that time they were running a special if I paid a $10 initiation fee patient fee I would be on a monthly service plan of **** which included a limited access to all the gyms and I could ring someone as many times as I wanted during the month. He went over with me what I would be signing on a tablet and as I was reading along it seemed to reinstate what he was telling me about my membership. The man had some complications with entering my information into the system and then he told me we would have to do this process all over again which he explained to me and he also had me electronically signed my name on this electronic pad.. Fast forward to approximately April I happened to be reviewing my bank statements in great detail and notice that crunch fitness had been charging me multiple times in one month and in the month of March of 2022 they charge my account 5 times when I called down to crunch fitness to see how this happened they recognized that it was an era and that 2 accounts have been opened in my name they gave me the email address to corporate For them to issue me a refund for an error that was made on their behalf. I emailed their corporate office multiple times and never received a response I called back to the gym and was Told someone would give me a call back after I provided my name and number I never received a call back and I never received a response from corporate view email. I decided to contact my bank and fand file a claim against crunch fitness my bamy bank offered me a temporary provisional fee in the amount of $204 at the time in May. Recently my bank revert the provisional fee and took back the $204 stating that crunch fitness provided them with documents indicating that I authorized thoes amounts to be taken out of my account.

  Business Response

  Date: 08/16/2022

  Good Afternoon,

  Member concern has been resolved with a refund of $154.96 due to a duplicate membership that fees were disputed through the bank and was recharged.  Refund has been submitted and member is satisfied.  Will also continue with their membership.

   

  Thank you,