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:05/07/2025

  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.

  I had a membership here and went to cancel on 2/21/2025 due to a move. I was given a form with my final billing amount of $69.98 and told that I would have access until a certain date. I was charged more than my form stated I would be charged ($84.98). I called for over a week with no call back. I finally went back to the gym, and the manager was in and blamed not calling me back on being out of town. She could not provide an answer as to why I was charged over the amount stated on my cancellation document. I asked for my account information to be removed since this was not presented as an option when cancelling, but was on the cancellation form. She said that my banking information was removed when I canceled my membership - this was wrong. I was charged 2 months later (March 28th) for my monthly membership fee after cancelling and being told my account information was removed. My membership still says active in my account and I am still being charged. I do not recommend this gym. Once you cancel, check to make sure they are not charging you. I have placed a "stop payment" through my bank, since I have gone in twice now, and nothing has been resolved.

• Initial Complaint

  Date:02/17/2025

  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.

  Crunch Gym has been over charging me club fees and when I speak with staff they say they have no record of said charges. They ask me to dispute it with my bank, who has said they cannot give me the money back because it needs to be returned by Crunch. They have also confirmed these are not overdraft fees or charges from the bank. I spoke with multiple staff members and managers at Crunch over email, phone, and in person. They have also been charging me a late fee for the month of February, but when I spoke with staff they told me my payment went through and I was good for the month of February. I requested to end my membership because of the random charges to my account in August and again in January, their response was the same, that they have no records of these charges. I do have picture proof of the charges from my banking mobile app.

• Initial Complaint

  Date:01/31/2025

  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 initially signed up for a membership ($10/m) at this location. After a few months though I decided to sign up for three months of their personal training program, paying $110 every two weeks for one 30 minute session a week. When our sessions were almost over I informed my trainer that I would need to stop training at the beginning of December and asked if I needed to sign anything to cancel my PT membership. He then brought over the manager over personal training at our location, explained the situation to her, and she said I can just pause my membership until Im ready to resume and we set that restart date for January 15th. She told me she would get it handled right then and there and go put it on pause as soon as we finished speaking. Instead she waited until January when I came in to inform them I would not be resuming PT because my trainer quit, to say that I had unused sessions that I mustve missed. I thought this was strange because I knew for certain I had not, so I looked at my bank statements and realized I was charged $440 in PT fees for sessions I never received, and do not want from December 6th - January 13th. She never paused my membership, so I go to dispute the charges with my bank because they were trying to force me to use them with someone else when I did not want to, because I should not have them in the first place my membership was supposed to be paused, and it looks like they fought back against the disputes. I reached out to the trainer I was working with and he informed me that the same thing has happened to at least 5 of his old clients after he left, and the companies ****** reviews indicate it has been even more people than that. This business is stealing hundreds of dollars from people for services never received and I will give whatever additional information you may need to see them held accountable. Thank you.

  Customer Answer

  Date: 02/10/2025

  Good evening,

  I was reaching out to let you know I also have not heard anything from the company yet. Thank you for keeping me updated though and I will notify you straight away if I hear anything moving forward. 
  

  Thank you, 

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

• Initial Complaint

  Date:12/17/2024

  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 used their online cancellation request multiple times per month every month since September, and when you fill out the form your home gym is supposed to contact you within 1-2 business days. My cancellation requests have gone ignored by this business for those months, and I have continued to be charged every month.

• Initial Complaint

  Date:04/02/2024

  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.

  Late evening February 23, 2024 my USAA debit card was compromised. My bank closed the debit card early morning of February 24, 2024. I called Crunch Fitness afternoon of February 24, 2024 and explained what happened. I was told that I could update my payment method through their app. Their app would not allow me to do so. I called Crunch Fitness again and spoke with so called manager *****. Explained what happened with my debit card and the monthly gym fee tied to the closed debit card. ***** told me that she would place my account on hold. My bank issued a replacement card and I received it. Once received and activated my new debit card, I called Crunch Fitness and spoke with ***** because the app showing that I was being charged late fees. ***** told me that she would credit the late fees and I requested that my account be closed. Several days later, no late fees have been returned. I called Crunch Fitness and spoke with so called manager ******. He too assured me that all $15 fees would be credited back to my bank account. As of today, April 2, 2024 I have not received the $15 fees that I charged. Called Crunch Fitness today April 2, 2024. Spoke with a ******* and explained that my debit card was compromised and what I was told by ***** and ******. She said late fees can not be refunded.I'm requesting $15 worth of late fees be returned.

  Customer Answer

  Date: 04/03/2024

  On 4/2/2024 spoke with new manager *******.  (not sure if spelled correctly)

  Explained the situation and who all that I spoke with.  ******* agreed to refund the entire amount of $46.98 because of the trouble that I've had.  However, it can take up to 7 days.  Once the funds have been returned, I'll let you all know.  Please do not close this complaint until the funds have been returned.

   

  Thank you

  Customer Answer

  Date: 04/09/2024

  As of today, April 9, 2024 I have not received the credit as promised by new manager *******.  It was ******* who offered to refund the entire amount of $46.98.

  Customer Answer

  Date: 04/23/2024

  I've been in constant contact with the local general manager, for the ************ location.  Last communication, Thursday April 18, 2024.  ******* assured me that she issued a credit, for the February charges.  However, my bank has received ZERO funds. 
  
  I'm struggling to find a corporate office contact name or number nor can I find a district manager that would cover the Murfreesboro Crunch Fitness location.  I've called other locations and they refuse to provide contact names or numbers.  I'm told to work with the Murfreesboro general manager *******.

  Customer Answer

  Date: 05/02/2024

  As of April 30, 2024, Crunch Fitness returned the entire $46.98.  This case can be closed.  Thank you very much

• Initial Complaint

  Date:03/07/2024

  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.

  I relocated abruptly to ** in June of 2023. I called and emailed support to cancel my membership. The company refuses to let me out of my contract even though youre told at sign up that you can cancel at any time. They want me to send in documentation that i moved in order to cancel. I should not have to prove anything nor give my lease an order to get out of my contract. I want it cancelled and refunded ! I should not have to cancel my bank card in order to stop the payments. This is absolutely absurd

• Initial Complaint

  Date:07/05/2023

  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.

  My 17 year old son went and started an account at **********************. He went for a month and then was not able to go anymore due to work and it being farther away. He called in and canceled the account. The person who answered the phone neglected to tell him that he had to come in to cancel the account. So he was charged a second month $30 and then an $85 yearly fee. When I called about the charges that were not explained to me it would occur they told us that his account was not canceled and the only way to cancel the account was to go up to the fitness place and cancel it between 9am-4p when a manager was there. None of us where able to make it in between those times due to work and we told them that. Finally on my son's day off on a weekday since it is only Mon-Fri that you can get it canceled. I sent him up there to cancel. They then charged another $30 the next day and said they couldn't refund it even though he has not stepped foot in the place for two months and it is for the next month. So now my son is out $170 for only being able to go one month. They are setting it up to where it cannot be canceled so they can keep taking money out. I would like the $80 fee and $31.98 for two months = $143.96 refunded back since the account was called in and canceled several times.