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Business Profile

Fitness Center

Crunch Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 6 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/07/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 membership online and accidentally selected the incorrect location. I realized the mistake the same day the incident happened and reached out to cancel the membership since changing locations was not an option. I reviewed the details on how to cancel the contract and followed the instructions by emailing the general manager of the other incorrect location. My email was never responded to and I have monthly charges did not stop. I sent several emails after this with no response from the manager. I called several times and when I actually reached the general manager he hung up on me. I was able to get him to reply to a vague email asking him for help. He replied asking what I needed and then when I explained the situation, he never replied.

  • Initial Complaint

    Date:10/03/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Date of the Transaction:I signed up for a Crunch Fitness membership on April 24th, 2024, at ***************** for $1.Amount of Money Paid:I have been charged $232 for a membership that I never ************* Commitment:Crunch Fitness was supposed to provide gym access and services as part of the membership. However, I never attended the gym after signing up and have not used any of the services.Nature of the Dispute:I have been continuously charged for a service I never used, despite making multiple attempts to cancel the membership. I tried canceling by calling and emailing the gym, but I was informed that I could only cancel in person, which was never made clear to me when I signed the contract. The general manager also stated that I *** $232 in past-due fees and threatened to send my account to collections, which could impact my credit. This is especially concerning since I am only 19 years old, and having something sent to collections could significantly negatively impact my financial future.Attempts to Resolve the Problem:I called and emailed the gym multiple times, explaining that I never used the membership and asked for it to be canceled. I even froze my credit card to try to stop the charges. My bank approved a chargeback to reverse the unauthorized charges, but despite this, Crunch Fitness continued to insist that I owe $232. The general manager informed me that I must cancel in person, but due to my busy scheduleworking full-time, volunteering, and studyingI was unable to visit the gym to cancel. I feel that these charges are unfair, especially since I never used the services.

  • Initial Complaint

    Date:08/28/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 personal training (PT) at Crunch and they said I could cancel or freeze anytime. I was hospitalized and unable to workout for a long. I contacted them to please freeze my account and PT since I could not go in person to do so. They said they cancelled it on their end but I still kept getting billed. I asked if I could send someone in my stead to cancel or sign anything if I had to but they said no. I am out of $660 for two months worth of personal training I did not receive. I have tried emailing and calling yet I am placed on hold or told I will be called back but that never happens. As soon as I can I will go in person. It was for the month of May, June, and July. I got one month of training only. And I paid for that, they charged me for two extra months.

  • Initial Complaint

    Date:08/23/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    During the pandemic, due to concerns and fears that were health related, I came to the terms that my month-to-month membership at Crunch fitness needed to be cancelled. On numerous attempts, and when I say numerous I mean "A LOT," I have contacted the branch in order to cancel my gym membership. I was forwarded to the customer service department and told that they would be able to better assist me. I have left abundant voicemails, due to management not being available. On April 1, 2022 I reached the extent of sending management an email emphasizing the cancellation of my account. Up to date, my account has not been cancelled, my attempts and forms of communication have been neglected, and I continue to be charged for services that are not utilized. At this point, I am even taking into consideration legal action because this is ethically and morally unacceptable.

  • Initial Complaint

    Date:07/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 recently moved to *********** from ************* in January. I was a member of crunch gym, and at the beginning of the month before I moved I went into the ********************* crunch fitness where I was a member to cancel my membership. They told me that I was a day too late to cancel it for that month and still needed to pay that month, which I eventually gave in to and paid, although I moved 5 days later. I was very clearly told that my account was then canceled and I would not have to pay any future membership payments. I asked for confirmation which led the front desk *** to fetch his manager who told me face to face that everything was cleared and taken care of. The following months passed and I had left *************, when I received a notice that I still owed more money to crunch. I was so confused as I had already agreed to pay an the last month up front, then agreed to pay an extra month when I went to cancel - then they confirmed my cancelation, then they charged me again. It has now gone to debt collections and ruined my credit. This has caused issues. The management has completely blown me off and stopped responding to outreach and has refused to cooperate with any communication and denies all occurrences.

  • Initial Complaint

    Date:07/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    This Crunch fitness in ********************* has refused to issue me a refund for 3 months when I sent them an email stating that I wanted my account put on hold until Further notice. I sent email in December 2023 and got charged April, May and June 2024. I called multiple times in the beginning of June to ask to refund me and to remove my card so that I wouldnt get charged and the person I spoke to said they would remove the card but the refund needed to be taken care of by a manager, however my card was charged the following day again. Today I spoke to someone at approximately 1pm and she was very rude to me and hung up on me.

  • Initial Complaint

    Date:08/17/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 had a membership to Crunch since 2020. In April of 2023, I signed up for a fitness program through my health insurance that covers the cost of gym memberships across the states. Crunch is included in this. My insurance covers the cost of a membership for $39.99 a month.I went into Crunch in ********* on 4/14/23 to update my membership. How I expected the transaction to go was cancelling my previous membership and starting a new membership under my insurance ID, this billing my insurance and not me. I showed the front desk associate and manager, ****, my fitness ID card through my insurance. They worked behind the computer and had me sign on the electronic pad. Since then I have been charged $8/month for a Silver membership. This is not what I asked for. I presented the fitness ID, yet somehow he still decided to sign me up for a different membership. I have contacted the location multiple times, and havent received any responses. I want this membership cancelled with NO fees, and a refund on The $8 charges since April.

  • Initial Complaint

    Date:08/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On December 3rd 2022, I paid $1536.00 for a personal training package and once I paid they ghosted me. I was initially set up with a trainer and I gave her times I would be available and they never got back with me. I went in person to settle this and they kept giving me the run around and tried to push me off to someone else. By the time I spoke to a manager for a refund I started my move to **********. After saying this, they lied and said it was impossible. I had to bring my contract out for them to give me a refund form. When I asked them to sign it they refused to until I once again brought the contract out. I never got an apology for the lack of care instead I received a I feel like sh*t from the manager when I told him what I experienced. Even after it all they told me I should try to use all of my classes in the month I had left in *******. I typed a letter and attached the refund sheet and mailed it to their corporate office as instructed. I havent received a response and its been almost 9 months from the start of this all. Im trying to give them a chance to to give me my refund before I file a complaint with my bank directly.

  • Initial Complaint

    Date:06/16/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    So a trainer asked if I wanted to sign up for training. I agreed. He said well start off with 3 months and if you like it, we can add more months. I didnt like the training. He was late a couple times and ended sessions early. So I didnt want to sign up for more. On 6/9/23 Crunch Fitness in ********* billed me $150 for another month. Right away I text the trainer that I didnt want to continue with the training and asked to please refund me the money that was charged that I didnt not authorize. The screenshot of the text messages shows that the trainer promised hes take care of it but has given me the run around. I emailed him again to follow up and text him. I had to contact my bank and filed a chargeback and since Crunch Fitness has my routing number to my bank account, I had to ask my bank to block any future transactions from Crunch Fitness. My bank refunded me and my overdraft fees that accrued when the charge went through. I do not want to do business with them anymore and wish to cancel my membership immediately!

Crunch Fitness is NOT a BBB Accredited Business.

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