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

  144 W 38th St New York, NY 10018-5006

• 

  Crunch Fitness

  1109 2nd Ave New York, NY 10022-1238

• 

  Crunch Fitness

  691 Fulton St Brooklyn, NY 11217-1212

• 

  Crunch Fitness

  113 4th Ave New York, NY 10003-4904

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:07/13/2022

  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.

  From February to June 2021, I was a member through ********** Blue Shield's fitness program, Silver Sneakers/Well On Target Fitness, which is a program that gave me access to multiple gyms across the ***, with Crunch Fitness being one of them. For the Silver Sneakers membership, I had to initially pay $51.59 in February to sign up and $31.18 monthly, these numbers are not important. When I came in to Crunch Fitness at ***********, **, to use my membership, they had me sign up using my Silver Sneakers number, which should have came at no extra cost. In June of 2021, I canceled my Silver Sneakers which should have cut out all of my gym memberships, including to Crunch. Little did I know months and months later when I checked my account in March 2022, I was being charged $21.35 by Crunch Fitness since I went in to sign up on February 2021, which if I'm doing my math right, is 13 months of being charged for a total amount of $277.55, which is the amount I am requesting to get refunded. I called the manager quickly after and told them that I need to be refunded and membership cancelled immediately. The manager at the time agreed, cancelled my membership, and told me in order for me to get a refund, I had to send in a letter to them, which I did in March of 2022. They have yet to send me any refund, and so here I am filing a complaint as I had to ask them again several times between March and today to get that refund of $277.55.The attached

  Business Response

  Date: 07/22/2022

  Good Morning,

  Signed Membership Agreement  3/26/2021 shows he chose to upgrade to the Peak Results Silver, which was discounted based on his insurance eligibility.
  Because the insurance was cancelled does not mean the agreement with Crunch is cancelled. In fact, we chose to continue honoring his discounted rate instead of raising to the normal dues of $29.99/month pre-tax.
  The membership agreement clearly states its an automatic renewal until cancelled with 10 day notice.
  His cancellation was processed 3/29/2022 and he was not charged post March.
  
  No refund is due per the terms of the Agreement.

   

  Thank you,

  Customer Answer

  Date: 07/22/2022

  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 Silver Sneakers program includes Crunch membership under their program as one of the many gyms to go to for free. Why would I pay extra money to go to a gym that I am already able to go to for free? When I called Crunch and talked to their manager months ago, they told me they were going to process my refund and that I should send in a formal letter so I can get the refund. I did so and never received a refund nor a call back. This is absolutely illegal practice of what they are doing. The day that I walked in and showed them my silver sneakers number, they should have known I was eligible to enter the gym at no extra charge, yet why was I tricked into signing forms that charged my account extra money? It makes no sense. If BBB knew the complete benefits of the Silver Sneakers program, they would know that I could go to over dozens of other gyms, including LA Fitness and Anytime Fitness, all of which never charged me for membership. It literally makes no sense for me to have signed up on purpose to pay for an additional membership fee. ]

   

   

   

   

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

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

  Business Response

  Date: 08/09/2022

  Good Afternoon,

  Per the Silver Sneakers website (***********************************************************************, The Silver Sneakers program includes a basic membership at any gym and participating location in the SilverSneakers network.  Facilities, amenities and classes vary by location, but if available, that generally means you can use cardio equipment, strength equipment, and amenities such as pools and walking tracks.   This is what Crunch refers to as a Base membership which is no charge for Silver Sneaker members.
  
  Additionally, our Crunch location extends a discounted rate to upgrade to our Peak Results plan for Silver Sneaker members, which includes access to Crunch group fitness classes, small group training classes, Relax and Recover area, etc. These are the charges ************** is referring to, which are reflected in the signed membership agreement (attached) with member provided billing information authorizing the additional $21.35/month.  

   

  Thank you,

• Initial Complaint

  Date:07/12/2022

  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 was a member of Crunch Fitness and had previously cancelled my membership because I went away for college. I restarted my membership up this summer and I asked for my membership to be the base one, the same one I had previously. The employee signed me up for the peak results membership, ***** a month with out my knowing. I asked another employee of crunch to change this back down and right this, and they told me I was unable to change my membership, I was to be charged this ***** a month for 3 billing cycles, 90 days until I can change this back down, and there is a fee. I would like it to be waived and a refund for the difference for the ***** a month to the correct base membership price. I was unaware of the change in membership, nor have I used the services that are associated with it.

  Customer Answer

  Date: 07/12/2022

  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:07/12/2022

  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 was charged on my account when I shouldnt have been. Ive tried contacting the manager for months to cancel my membership. No email or call back, ever. Then was charged for fees that I shouldnt have been charged. More than double of the month charge. It took months for them to cancel my membership. I shouldnt have been charged an annual charge when I wasnt using their gum and ignored for months.

  Customer Answer

  Date: 08/05/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Crunch Fitness regarding complaint ID ********.
  Ive called multiple times for over half a year  Ive emailed, left voicemails for a manager to contact me to discuss my account and canceling since I was not using it  

  they charged my account an annual fee that I should not have charged since my member wasnt going to renew the following year  when I called the desk member said shell refund it and I would be getting it back within a week or two  its been over a month and nothing  Ive called twice since then and again, no manager will talk. Extremely unprofessional. My membership ended in May  I was charged in June.  

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

  
  

  Business Response

  Date: 08/09/2022

  Good Afternoon,

  Just spoke to *********, ********* was in a year contract with us ending on 06/22/2022. She had emailed to have her membership cancelled, we explained it was in a contract and gave her the expiration date, she emailed ***** that it would be cancelled at the end of the yearly agreement. I had ********* send the email she had sent to verify. I made sure to let ********* know that I work everyday with our teams to prevent this kind of thing getting overseen, and the coaching I will have with the team going forward. I am going to submit a refund for $84.78 as this is the annual and monthly charged on her expiration date. Membership was cancelled on 06/24/2022, I sent ********* a photocopy of cancellation as well. 

  Thank you,

  Customer Answer

  Date: 08/23/2022

  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. I recently filed a complaint against ***** crunch gym for their over charge. They agreed to refund me. Case #******** Ive reached out about the refund since I still havent seen it. Ive been ignored again. Which is what happened last time. They havent done their side of the agreement.

   

   

   

   

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

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

  Business Response

  Date: 09/20/2022

  Good Afternoon,

  Membership was cancelled on 06/24/2022, I sent ********* a photocopy of cancellation as well. We're working with our membership company on sending out the refund.

   

  Thank you,

• Initial Complaint

  Date:07/11/2022

  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.

  I have been training with the same trainer at Crunch for a year. We were doing the plan in which you pay for 3 months worth of training sessions at a time for $936.00. She changed gyms shortly before my renewal at the end of March. She told me I needed to sign the screen to approve of a recurring charge three months later, which we had never done previously. I told her I most likely wouldnt want to renew, as I had recently changed jobs. She said that we would cancel it before the renewal, so I didnt have to worry about that part, but I needed to sign that to get the current 3 month deal. A month later, in April, I told her I wouldnt want to renew. She said that she would have it cancelled. I asked again a month before the renewal would have occurred if the recurring charge has been cancelled. She said it was and I wouldnt be charged. She also told me about a week and a half before the renewal would have occurred that she is leaving Crunch within 2 weeks. This was close to the time my sessions would end, so I was fine with it. I have text message receipts of her agreeing that I didnt want a different trainer after she left and that I did not want to renew. After the charge came through, I told her and she said to come in to get a refund. The managers of the gym agreed that she shouldnt have said those things and fired her immediately. They allowed me to fill out a refund form two weeks ago, and I have not heard anything back at all or gotten my money back. I have been lied to, misled, and ignored at this point. I will no longer be using a trainer, and even if I did agree to, my trainer has been fired. I want my $936.00 refunded to me.

  Business Response

  Date: 07/22/2022

  Good Morning,

  The first payment was on 4/1 and the second on 7/1. 
  
  
  She was responsible for those payments regardless of requesting a cancellation. 
  
  
  I have since cancelled it since she has met the minimum terms, but she was responsible regardless of the conversation with her former Coach. 
  
  
  She has also since charged back the payment, so is not in default. 

   

  Thank you,

  Customer Answer

  Date: 07/25/2022

  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 have been rejected the refund by Crunch. I have been mislead by many of their employees, and denied a refund dispute having proof of their employee admitting to agreeing to cancel it before renewal. I have not had interest in renewing this membership. Additionally, my trainer told me she was leaving a week before my renewal. Even if I did wish to continue training with crunch, it would have been with this trainer. After I went to the gym to get a refund as this trainer said to, I filled out a refund form and she was fired immediately. My refund was declined. I had to file a claim with my bank to fight this charge.

   

   

   

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

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

  Business Response

  Date: 08/08/2022

  Good Afternoon,

  The agreement is very clear that another invoice was owed. That said, even if she wanted to cancel, she would not have been able to due to owing one more payment. The agreement also clearly states that the member is agreeing to work with a Crunch Coach, not a specific individual. While I understand her frustration, we do not owe a refund. We are more than willing to pair her with a new Coach to fulfill the sessions.

  Thank you,

  Customer Answer

  Date: 08/09/2022

  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 was charged for another three months of training what were unwanted and unsolicited. I was purposefully misled by Crunch employees who are supposed to be representing the company itself. She was fired because of her behavior. It does not make sense to me that her behavior was unjust enough to fire her over, but that this validation of her wrongdoing by management is still not enough to give my money back. Ive made it very clear that I do not want another three months worth of sessions and I have not for months. I was repetitively told that this other charge for the quarter year continuation was not going to occur and that the plan was cancelled. Crunch promotes its trainers on multiple televisions in the gym and promotes asking them for advice regarding the gym routines, policies, rules, and requirements. If the trainers cant be trusted, how is a customer supposed to continue going to the gym and utilizing their services? Additionally, how is the customer supposed to know that the information they are receiving from crunch employees is valid? I have been lied to, manipulated, and betrayed by someone I previously bought services from and am being scammed out of money. 

   

   

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

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

• Initial Complaint

  Date:07/08/2022

  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 used predatory and deceptive practices. My teenage son purchased what he thought was an 8 visit personal training package for $568 at Crunch- Canton in ********* ********. He was told that he would also have to purchase a gym membership for .99$ When he completed his 8 trainings on 7/7/22 he was told that he had to pay another $568 and that he was in a 3 month contract to pay monthly. This was not what he was told verbally. He was very upset and we went back later to talk to the manager *********************** who also was the person that sold him this package. He smirked as he said he should have read the contract and he was legally obligated. We asked to see the PT contract. He pulled the gym contract which was actually a monthly automatically renewing contract for $39/mo plus a $60 facilities renovation fee that would be incurred July 23, but could still be charged if you cancelled. Another deception. We asked to see the PT contract and he was unable to provide this, he kept printing the $39 gym contract. We said we would wait and he left to his office, then an employee returned with his card and no contract to say he was unavailable and would not speak with us. **** cxl the gym contract and paid the fees to get out of the gym contract, but he has not been able to see the PT contract. He has no record of receiving the PT contract via email. He has asked to cancel the contract both verbally and via email, but has not had a response. We are asking that the two remaining $568 charges be voided. Given that he did not even know that he was on a monthly contract, he had not scheduled any additional PT. He would be unable to even get in the number of sessions, given this timing, so he would be paying for services not rendered. I witnessed the manager being manipulative and could see that he was very deceptive, and and knew that a teenager would go by what he told him. It is unethical that he could not provide us the contract and now is delaying resolution. *******************

  Business Response

  Date: 07/13/2022

  Good Afternoon,

  "It is never our intention to use deceptive nor predatory business practices with any of our members.  We apologize for any inconvenience that this situation may have caused and
  have rectified the situation as follows:  Consumer was billed two payments of $568.00.  Services were performed for the first billing of $568.00 and that amount will not be refunded because of the services provided.
  We have cleared the second balance which is owed in the amount  of $568.00 and closed out the consumer's account.  In addition, we have cancelled any and all contractual obligations which were outstanding with the consumer.
  As requested, this matter has been terminated and resolved to consumer's satisfaction."

   

  Thank you,