Complaints

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:06/08/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 to crunch fitness March 30th 2025. I was charged $69.99 for the annual fee, and $31.99 for the following month. On May 6th and June 6th, I was again charged $31.99. When I reached out to the gym multiple times to refund the money due to the cancelled membership, they refuse to return my calls. I am owed for both months as I received an email confirmation for cancelling the membership.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 agreed to one month of personal training and told both the manager and my trainer. I reminded my trainer several other times, but was charged for a second month of training- $180. I have tried to resolve this directly with the club but it has been 8 months, despite several promises that the credit was processed. I tried reaching out to corporate on social media and got a boiler plate reply. I also tried the phone number listed on the website, but it would not accept calls. I feel like I have been lied to and have lost my patience with empty promises. I should have disputed the charge with ***** last summer, but tried to work with the gym in good faith.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 joined crunch fitness for their fitness classes. I am less than 30 days into my membership, and they fired one of their trainers who taught more than half of their classes. They not only cut more than half of their classes, which now do not match up with any times that I can attend classes, but they removed the capacity requirements for their classes which makes it an unsafe environment to perform the exercises. When I spoke with their management team, there was no plan currently in place for the reduced classes sizes, and they have no plan for going back to the booking schedule for classes to ensure they are safe. My annual membership fee of $69 is due April 28th. This is 60 days after my registration. When I applied, I asked ***** if I cancelled, how does the member ship fee work? He explained as long as I cancelled within 30 days that I would not be charged, but still may be charged the $31 monthly fee. I tried to cancel today by calling their regional office, and they are refusing to honor that agreement. They are trying to put me in a circle of speaking with management at the gym (which was done yesterday and they said I have to call the regional office). They said there is nothing they can do about the $69 fee. I have not been a member for 30 days yet, and I am canceling within 30 days of the annual fee. This is unacceptable. I am willing to pay the $31 fee on 4/6, but due to their choices regarding classes, I will not pay the $69 yearly fee. This is outrageous that they expect anyone to pay that when they have made it unsafe to attend classes.

• Initial Complaint

  Date:02/19/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Attempted to cancel membership per Crunch policy. Called the cancelation number on the app. January *******. Someone answered and told me they would call back. They never called back.I sent a letter asking to cancel my membership on January 27, 2025. There was no response to my letter.On February 18 I was charged $28.99 for my membership. On February 18 I went to the front desk and asked to cancel my membership. I was given a phone # to call.On 2/18 I called the # twice and left 2 messages. On 2/19 I called the number again and was told that I could only cancel if I paid the next months fee of $28.99 which will be due 3/18 because I have to give 30 days notice. I refused to make another payment.I was referred to the local gymn and called them, the manager was busy, I was on hold and then told that the mailbox is full and that I cannot leave a message.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Im filing a claim because I signed I contract under false pretense, Ive been a loyal member to crunch fitness and brought them a lot of business. With my member ship came a free training session,after doing the training I was interested in the training program which came with meal plan and tracking. My trainer wanted to set me up for a 3 month program(discounted price which totaled out 24 sessions). However it was ******************************************************************************************* the first 8 sessions to lock in the price and after in the event I like the training we can continue a month to month basis which i agree to. But instead I was put into a 3 month contract and thats NOT what I agreed to. . I tried to settle the issue with the gym but refuse to refund me or cancel the contract. I am extremely frustrated with how crunch fitness and very disappointed and dissatisfied with my experience! I would like a refund. Not to mention I never finished my initial first 8 sessions or the meal plan or tracking. I wasnt even provided a full service and they still refuse to refund me

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a member at Crunch fitness in *********, ** since before the doors opened in Nov 2019. Have the Fitness Your Way plan through my insurance and Crunch is a member of that plan. I agreed to pay Crunch fitness $10/mo in order to upgrade from the included plan level to the top plan level. August 2023, I moved out of the area, but kept the $10/mo plan since I could still occasionally get to fitness classes there. But, on Aug 27th, 2024 I realized that Crunch had charged me full price ($31.99) for both *********** After trying to call (phones have not worked for a month now, but most likely longer), I decided to contact the manager through email. I stated that I wanted my $43.98 refunded and I wanted to just cancel my membership due to moving out of the area and now being overcharged. It is now a month after my initial email... I have sent 3 emails, tried to call numerous times, messaged on FB messenger twice, posted an honest review on ******. Ironically, one of the trainers reached out to me yesterday as if I was a new member, so I explained everything and he gave me a phone number to call & cancel. I just called that number and after saying "Thank you for calling Crunch Fitness" it goes silent... no one answers, NOTHING. I have stopped payment through my bank so that they cannot fraudulently charge me anymore, but I do not want them trying to come at me for it. I tried EVERYTHING to contact them and handle things reasonably. But I am at a loss.

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Yes. The Crunch Fitness in ********* listed in my initial complaint is the location I had the marketplace exchange with.

• Initial Complaint

  Date:04/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Attempted to cancel my monthly membership and was told they do not cancel memberships at the facility. I had to call a number to cancel. They told me I needed to pay ***** monthly fee because I had to go 30 days and that I would also have to pay a ***** annual fee because that would be coming due in the 30 day period. My contract explains the following:section 1.11.9 states my monthly payment membership may be terminated by providing a 10 day notice prior to the next bill date. It could be sent US mail or by hand to the manager at my facility. It also states that they would not charge my CC or initiate any EFT payments which are scheduled more than 10 days after the termination date.They refused to take my cancellation at the facility and forced me to call a number which told me I had to stay 30 days and still owe $77. When I explained the contract and the explanation at signing they said they have the right to change the rules whenever they want.My dues went up and most places would notify you but not Crunch Fitness. I also was notified of a visit I made that I did not make and when I let them know that someone was using my account and I wanted it closed as they apparently are not very good at keeping my personal information safe they refused to close it. DO NOT patronize this gym they can't keep your personal information safe and they do not honor their contracts.

• Initial Complaint

  Date:02/07/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 attempted to cancel my membership with Crunch Fitness via their APP - under frequently asked questions - How do I cancel my membership and an option was to follow a link and submit the cancellation. This was done 14 NOVEMBER 2023. It took Crunch over 2 weeks to comply with the request - 30 November 2023 the request went through, Crunch then proceeded to charge me for the next month - December 2024 and the annual fee for Nov 2023 to Nov 2024. I'm requesting this money be returned. $94.98; I have requested through my credit card - Citi - to dispute the charge and the credit was reversed back to Crunch. This is highly unethical - Crunch uses an outside billing site - ************* and I have had problems with the billing since the start of my membership Nov 2022 when at that time I was charged an annual fee and promised it wouldn't be charged - but it was $59.99 so in actuality I have been now at this time an annual fee charged twice - I let the first one go, this billing company is horrible and I will not be charged again especially after I cancelled the membership. I will attach the upload from *** showing that I actually cancelled the membership 14 Nov (through their CRUNCH link) and they took until the 30 Nov to finish the process.

• Initial Complaint

  Date:12/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  First thank you so much for trying to get in contact with Crunch Fitness Lancaster PA. I appreciate all your help in this matter.

  I contacted them twice via phone and left a message for the manager ***** in December 2023. He didn't contacted me back.

  On 1/10/2024 I went in person again to CF and spoke to the manager *****, he stated that he received my messages but it was out of his hand to contact me back because someone higher up he spoke to, supposedly wanted to contact me. I did not received a name nor a contact information for the higher up person but supposedly they emailed me. I never received an email or phone call from them, also no email ended in my junk mail (I also verified my contact info again with them) I was letting ***** known that I won't leave till I receive an answer. He called someone and 10 minutes later he handed me a return statement of a partial back payment they owed me since last year June 2023. ***** stated they will look just now into the other back payment. 

  If this will happen or not, I can't say. I honestly don't believe if you try to contact them again that they will reply. Somehow it seems to me that  they don't want to be contacted by any of their customers in general. Not very professional for a company to not offer customer service by email or phone number. 

  Thank you so much again.

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

  CF at all. My husband went the same week to CF to cancel our not really existing contract. He talked to *****, who said he will look into it and the pay back for the past months. Beginning of November 2023, my husband talked to ***** again because we wasn't contacted at all. ***** assured the will look into it. By November 27th, I went to talk to ***** myself, handed him a letter which stated all the months with amount charged and asking for to be contacted and to get paid back for the service that was not provided. No contact with us was made afterwards, no calls and no emails reached us from CF. By December 6th, I went again to ***** in person, was told that supposedly an email was sent to my email. He wasn't able to sent the email to me because he received just a note from I don't know. ***** stated he will let "them" know to resent it. Called him again Dec 15th but he wasn't available and I didn't heard from him either. There is no way to contact anyone from CF to receive an answer.