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 has 82 locations, listed below.

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• 

  Crunch Fitness

  22 W 19th St Fl 3 New York, NY 10011-4204

• 

  Crunch Fitness

  1150 Park Pl San Mateo, CA 94403-1599

• 

  Crunch

  60 Serramonte Ctr Daly City, CA 94015-2345

• 

  Crunch, LLC

  1259 Washington Ave Miami Beach, FL 33139-4613

• 

  Crunch Fitness

  17050 Collins Avenue North Miami Beach, FL 33160-3642

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:07/28/2022

  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,
  
  
  
  ******* ******
   
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:07/25/2022

  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 became a member in January during the opening day of the building. I thought I had cancelled my account because the website's sign in system said I had no account. I forgot about it for a while because I recieved no more emails from them for months but realized they had been charging me every month since once they started sending me emails again. The problem is that I have no way to access my account. I just moved to ************** (and don't have an address yet to update my information) so I can't visit them in person. They said they refuse to cancel my subscription unless I come in person or send a notarized letter with all of my information and have what I want on that letter. I don't feel comfortable putting all of my information in the mail like that and I can't go in person since they are now 8 hours away from me and they are still charging me a monthly subscription against my will.

  Business Response

  Date: 08/15/2022

  Good Afternoon,

  I have the membership canceled and have reached out to the member to see if there is anything else I can do.

   

  Thank you,

  Customer Answer

  Date: 08/16/2022

  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. As long as no further charges show up going forward, the problem is solved. Thank you.
  
  Sincerely,
  
  ***********************