Business Profile

Fitness Center

Crunch Fitness

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,101 total complaints in the last 3 years.
553 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.

Initial Complaint
Date:08/11/2022
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 cancel this membership since June 1st, 2022. When I went in the young lady at the desk was unable to cancel me because only a manager is able to perform the duty. When the manager called me she stated that I would have to come in to cancel, just a constant run around in order to cancel the membership in which I was just in to cancel. Fast forward to August 10, 2022, I went into the location again to cancel and was advised that I was unable to cancel unless I paid the $59.99 annual fee. This is an unjust practice, I have attempted to do the correct thing by cancelling but the General Manager ********************* has refused to do so and advised that Crunch will continue to try to process a payment from my account until the annual fee has been satisfied. Mind you I have only been to this gym one time and quickly realized that Crunch was not the proper fit for me, and started the cancellation process without success. All I want is a simple cancellation of the membership.
Business Response
Date: 08/25/2022
Good Morning,
Consumer signed up online for a Crunch Fitness membership on June 6th, 2022. Her allegations of attempting to contact us since June 1st are not correct as she wasn't even a member at that time.
There was no communication with this consumer until August 3, 2022 when she called to cancel her membership. Although she signed all of the clauses of the contract at the time that she joined online, when she called on 8/3, she was again told the terms of membership cancellation. She informed the General Manager that she had come in recently and the front desk staff informed her that a manager wasn't available. They encouraged her to return when a manager was available to sign the paperwork to cancel.
She never returned to complete the cancellation.

On August 10, 2022, she called to speak with a manager because she received a text that her payment didn't go through. The General Manager called her on 08/11/22 and explained that per her membership contract/agreement, we could not process her cancellation until all past dues were paid in full. It was also stated to her at that time, that should a consumer choose to cancel this contract within the first 60 days, that the terms of the contract required her to pay the annual fee prior to cancelling. Consumer refused to pay this fee stating that she couldn't use the gym because of the distance from her and that she had only used it a few times. Consumer was adamant that the membership be cancelled, refused to pay the past due monies owed and finally said that she would just cancel the card on file. Consumer was informed that the account would continue to increase in its delinquency and would end up being sent to collections. She again refused to pay and told the ** to just cancel the card and then hung up on the **. Since that phone call, she has made the payment to bring her account up to date and her membership has been cancelled.

We have met our contractual obligations to this consumer and her membership account is now closed with us.

Thank you,
Initial Complaint
Date:08/11/2022
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 tried to cancel my membership for months. I was told I need to pay yearly fee before I cancel. The local branch refused to waive the fee so I have been reaching out to corporate. Emails are answered but pushed to local gym who does not follow up as promised and corporate phone number is always a fast busy signal no matter the time I call.
Business Response
Date: 08/26/2022
Good Morning,

This member is two payments past due plus late fees. The annual fee now has been applied. She was advised to pay the two payments and late fees and then we would cancel.

Thank you,
Customer Answer
Date: 09/15/2022
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:

In my previous email I requested that I pay the yearly fee they charged in July and waive the additional gym memberships fees while I have tried to cancel. I have tried to deal with them directly to no avail and I was asking the BBB to intercede on my behalf. In addition, I have not paid the monthly fees because I am not using the gym and have made multiple contacts with the billing department and the gym itself to try and resolve this.

Thank you, ***

-************ ************
***** *** ****** ****************************
***** ********** ********* *** **** **** **
*** ***** ********** ****************************
******** ********

I did respond to the previous email. I have not paid because I am trying to cancel and reached out to you for help and nothing has been resolved.

I have been trying to cancel Crunch since July, I will pay the yearly fee but so no feel like I should have to pay dues for something I haven’t used while waiting to hear back from them via the BBB.

I have called the billing department multiple times as well as the gym itself and the manager never calls be back.

***

Sincerely,

*** ******

Business Response
Date: 09/15/2022
Good Afternoon,
The member was advised to pay the two payments and late fees and then we would cancel. This is part of our policy.

Thank you,

Customer Answer
Date: 10/07/2022
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:

Not only am I not satisfied with the companys response, I am horrified at how they have handled the entire matter. I feel I have no other choice but to pay what they feel I owe in order to cancel and NEVER join their gym again.

***

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

Sincerely,

*******************
Initial Complaint
Date:08/11/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a crunch membership for my son ten years ago. He is now ******************************************************** 6 years. I have emailed, called, and left messages to close this account to no avail. I am not able to physically go to the club and have been trying to cancel for years but they keep charging me. They even charged twice in July. I am just asking to cancel this account and for them to stop taking my money. They have taken thousands from me without providing any service.
Business Response
Date: 08/11/2022
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: 08/16/2022
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: the company is reviewing my complaint and hasn't responded to me regarding the cancellation of this account. I did notify them that I would have to respond here and have not had a response. >In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,

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

Business Response
Date: 08/17/2022
Hello,

Apologies for the delayed response as we did reply to your email. Our volume has been quite high. Please allow ***** business hours response time. Our response should be in your inbox.

Crunch Member Services
Initial Complaint
Date:08/09/2022
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.
My 17 year old son went to workout with some friends to Crunch ********* **. He was going to workout with a guess pass. That day Crunch was doing a sale for the gym, $.001 to sign up. Instead that letting him workout with the guess pass, they made him sign up for a membership. He signed up without knowledge of he was signing, without information about the contract and without parents present. As a 17 year without knowledge, he though he was signing for one month for $0.01. Yesterday, he was notified he owed them $147.00 and they were going to ruin his credit if he didnt pay, so he did the payment.Yesterday, June 8, I had knowledge of the issue. I went to the gym and spoke with 2 different managers. I requested the money back, they refused to give the money back and told us to contact corporate. They dont provide a phone number or email for the corporation. The only provide a mail address. Which I know they do it to make harder to put any complaint. I requested a copy of the agreement. The agreement doesnt inform on how much is the fee for late payments and has not signatures. They prey to young people without knowledge of what the are signing, with gimmick offers, etc.I believe my son as a minor shouldnt be allow to sign a contract.Contract # ********** Name *************************** Date of contract 05/19/2022 This shouldnt be allowed, prey young people.
Business Response
Date: 08/12/2022
Good Morning,
We have canceled the membership and refunded the funds. Member presented themselves with a different age. This is why the members went forward.

Thank you,
Customer Answer
Date: 08/12/2022
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:

The General Manager never said my son presented himself as different age. The refund is not in the account yet. Please confirm when the refund will be done.

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

Sincerely,

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

Business Response
Date: 08/23/2022
Good Afternoon,
Management has submitted the refund.

Thank you
Initial Complaint
Date:08/09/2022
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.
Crunch Fitness in ************, ** has been charging twice for my daughter's monthly gym membership for the past few months. Once on her bank account and another on my credit card. Reached out to them via phone, the manager mentioned that my daughter opened two accounts. When she signed up for 30 day trial, she was under 18 and Crunch fitness got her bank account info via the debit card. Then after 30 days, when the parent was present to start the billing and switch it to the credit card, they opened another account. Both were being charged without our awareness until we noticed it recently when we are readying to cancel due to college starting soon. First of all, she was under 18 when Crunch fitness signed her up and got the bank details to charge. Secondly, they were double charging without letting us know. How would one person can or need to use two accounts for herself ? They can check the history of how many times she showed up and which membership was used. There were no documentation, membership cards, or login details to manage online about any of the accounts. You give in the details, and you dont know how many accounts they are opening it up. I need BBB's help to resolve this and refund double charges for one person since signing up for the membership. Also technically they cannot sign up an under 18 and charge the account without the parent's consent and parent being there.The location:*** ******************************************* Phone: ************** I have the charges on my credit card account and on her bank account statements.Thanks
Business Response
Date: 08/15/2022
Good Afternoon,
On May 19, 2021 the member, *****************************, signed up for a Peak Results membership with the consent of her father who signed the agreement. The agreement featured ******* DOB as June 2, ****. ****** came back on December 15, 2021 and re-opened another Peak Results membership. This second account was opened with the same information and same DOB, June 2, ****, as the first agreement. ****** signed the second agreement, not her father.

On **************************************, the member, father called and spoke with General Manager, ******, and Assistant General Manager, *******************************, regarding two accounts that were opened under his daughters name. On the call, he stated that she was under age and he never agreed to signing her up. We set an appointment for today, August 9, 2022, at 2pm for him to come in and review the two agreements that we had on file.

When he came in today we printed and showed both agreements to ******* father. He confirmed that he did sign for the first agreement and ****** signed for the second agreement.
He was mainly upset because after ****** canceled one account they continued to be billed for the other account - which she had not closed. The account that remained open had ******* fathers card information attached to it. After sitting with him today, we came to a resolution and we will be giving him an $85 refund for 2 months of the Peak Results membership for which he was charged.

Thank you
Initial Complaint
Date:08/05/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing regarding unauthorized charges to my account by Crunch. Meeting with Trainer I joined Crunch gym in February 2022. When I signed up, *************************** (General Manager at 54th Street) offered a free personal training session. This was ideal because at the time I was starting to train for the Brooklyn half marathon on May 21, 2022. I met with ***************************** (Trainer at 54th Street) and communicated that:- I had previously been working with a PT for a year prior and wanted to get away from the cost of regular PT Sessions;-I had an upcoming half marathon on May 21, 2022; I wanted to get some tips on strength exercises I could use.**** suggested a package of three (3) PT sessions during which **** would develop a monthly plan that I could follow till the next month up until the half marathon (May 21, 2022). I agreed that that would be a good plan. I never signed on for monthly charges.Training I had my first session with **** on February 28, 2022. We developed a plan for training. That same day, February 28, I was charged $177.65. On March 28, 2022 I was again charged $177.65. That same day I emailed ******************************* (Ops Mgr) asking for clarification. In this email I wrote: When I signed up, I was advised that I would receive one free training session. I've only had one training session so far, and it appears I was charged for it on 02/28 in the sum of $177.65. This should be refunded or credited to my next session?.On April 1, 2022 I had my second and last session. Given I have now been charged twice and that I was supposed to receive a free training session as part of my membership, I expected no more charges. Looking back on my records, I have been charged $177.65 on April 28, charged $177.65 on May 28, charged $177.65 on June 28; and charged $192.65 on July 29. I have been charged for six sessions despite only receiving two training sessions, one of which was supposed to be free when I signed up.
Business Response
Date: 08/05/2022
Hi *****,

Thank you for your concerns. Our records show that we are already discussing your account with you via a different avenue. Please continue to keep the line of communication open with **************************************************** We are actively trying to address your concern.

Crunch Member Services
Customer Answer
Date: 08/12/2022
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]
There is no active dialogue. The dialogue has been stopped by you. I will not accept being charged for PT sessions I did not agree to, or services that were not rendered. I want a refund. The trainer told me he doesnt even get the money from Crunch that was debited from my account. Crunch is keeping over $900 for itself, meantime the patron is out of pocket for services they did not want nor receive, and the trainer doesnt even get this money. Its unconscionable conduct.

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

Sincerely,

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

Business Response
Date: 08/16/2022
Hi *****,

Thank you for following up here. We have been actively replying to you. You signed an agreement authorizing recurring charges and the terms and conditions of the agreement. We have simply been following those. Additionally, all crunch employees are paid based on their compensation plans, trainers specifically.

Crunch Member Services
Initial Complaint
Date:08/03/2022
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 went to crunch fitness in **************, ***** where I couldnt attend the gym anymore because I moved they told me I had to go in person and write a letter to cancel my membership, spoke to many people at the gym since the manager ******* was supposed to get back with me and they told me my membership has been cancelled and they are still charging me. I need my money back immediately and this gym membership cancelled
Business Response
Date: 08/29/2022
Good Afternoon,
We have called and emailed, currently awaiting a response from the member.
Thank you,
Initial Complaint
Date:07/29/2022
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 a promo of access to the gym for a 1 month free trial in October 2021 I stopped going to the gym told them i didnt like the gym and wanted to cancel I called them to cancel my membership which is what it said to do. The people said ok and never sent me a confirmation of my cancellation. They never ended my membership for 2 months I was not in the area anymore so they ignored my cancellation and charged me 2 months worth of gym time that I was unaware of with hidden fees included. This was a terrible experience at Crunch Fitness Timonium. They ignored my cancellation and then tried to charge me this is unethical and they are not abiding to the rules they setup. I have had a huge impact on my credit score because of this and want this to be resolved I have voicemails and proof of speaking to reps to cancel my membership when the free trial ended.
Business Response
Date: 08/15/2022
Good Afternoon,
**************** signed up for a Crunch membership on 9/29/21. At the time that he joined, we were running a promotion
to "Join for one cent". There was no free trial offered and ****************, although only paying a ***** at the time of joining,
did in fact pay to join Crunch Fitness.

At the time that **************** joined, he did so by joining through our online registration process.
The terms of his membership contract are stated clearly during the joining process and he has to signed through each area of
the contract in order to advance in his desire for a membership. He completed the membership process and became a member
signing the contract, providing us with authorization to draft his account information for payment of the membership, and electronically
signing acknowledgement of all of the contractual obligations for joining the club.

After paying one cent, **************** has never made a payment on his membership. When a member communicates with our club, there is a record
of any communication noted in their file. I have searched his records for any emails or notes of phone calls and there is nothing. His first payment, as specified in his
contract, was due and payable on 10/29/21. He defaulted on that payment and subsequent payments. We received nothing from him and these payments
were uncollected month after month. The account went to collections on February 21, 2022 as delinquent.

Our contract specifically states that cancellation has to be made in writing and we require a 30 day written notice to cancel.
That was not done in this case. Therefore, we have fulfilled our contractual obligations to **************** and will continue to hold him responsible for his contractual obligations
to the contract that he signed with us.

Thank you,
Initial Complaint
Date:07/28/2022
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.
I was unaware that my debit card had expired at the gym. I received a litter from Crunch Fitness letting me know that I was in arrears. The letter stated that if I brought in the letter by 4/15/22, they would waive my balance of $123.40 to $0. I took the letter to Crunch and promptly updated the expiration date of my debit card. On April 9th my bank showed a debit from Crunch Fitness of $92.55, and on April 16th I had a debit of $15.85 - my usual monthly charge. I contacted my local Crunch Fitness and they said the $92.55 was for late fees - which should have been cleared via the letter and that I needed to contact Corporate as they, locally, cannot issue a credit. I contacted Corporate and they said they were not the Corporate office for that franchise group. They stated; "Unfortunately, we do not have direct contact information from the franchise group. Also, the ticket is submitted via Crunch.com like normal requests". No one seems to know how to contact the 'Corporate' who is responsible for the ***** Crunch Fitness site. It has been over 3 months and I would like the $92.55 that is owed me refunded to my account.
Customer Answer
Date: 08/10/2022
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. While I wasn't refunded, which was what I preferred, I was given credit for the next 5 months for my membership fees.

Sincerely,

***************************
Initial Complaint
Date:07/26/2022
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 have been trying to cancel my contract with Crunch Fitness and personal trainer due to Breach of Contract and have not gotten any results. My attorney advised me to file a complaint with the BBB first to give Crunch Fitness the opportunity to issue me a full refund for the following reasons:1) The trainer never provided me with a copy of the signed contract.2) The trainer did not provide me with a schedule of sessions for the last two weeks now.3) The trainer did not provide or educate me on what exercises and pre-workout exercises to do at home to achieve the end result as agreed.4) Trainer also started sessions late and finished early.$1,680.00 - amount of refund
Business Response
Date: 08/24/2022
Good Afternoon,
This member did receive a copy of the agreement the day they signed up. It was also emailed to them, as are all PT agreements.

I was able to communicate with the Coach and they provided screen shots showing they were attempting to schedule sessions with the client, the member was choosing not to use the sessions.

The agreement was handled correctly.

Thank you,
Customer Answer
Date: 08/25/2022
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]
I did not receive a copy of my contract, i checked my emails and did not receive. Also the last few weeks the trainer did not send me a schedule. Not to mention i was charged an additional $420 dollars after the contract was finished. Its their word over mine. Please address this. thank you *******

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

Sincerely,

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

Business Response
Date: 11/09/2022
Good Morning,
Please see attached. I have sent the contract a few times now and the member clearly signed the agreement and we only billed the minimum two month term. We were definitely not in breach of contract. Also attached is the breakdown of how many times we have sent the contract over to the member.

Thank you,
Customer Answer
Date: 11/21/2022
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:

This is the first time ive seen the contract, as i have annoyingly mentioned several times, its in none of my email inboxes or spam. You ever think that i never got a copy of the contract? What if i didnt? I didnt. This is a breach of contract , not only did i not receive a copy other than what was included on the recent email but once again, the trainer finished early several times and started late several times. This makes Crunch not look good , this is in public record. Please refund me $1260 dollars.

--

Take it easy

****

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

Sincerely,

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

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Crunch Fitness is NOT a BBB Accredited Business.