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:04/21/2025

  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.

  To Whom It May Concern,I am writing to formally lodge a complaint against the Crunch ********** location regarding a recent experience I had with both your staff and management.I contacted your facility multiple times to inquire about the proper procedure for canceling my membership. I made these efforts in good faith, seeking clarity to avoid any confusion or unnecessary charges. Unfortunately, I was given incorrect information by an employee regarding the cancellation policy. As a result, I was charged both the annual fee and the monthly membership fee despite having taken the appropriate steps to avoid such charges.When I attempted to resolve this issue over the phone, I was met with an extremely unprofessional and combative attitude from the manager, ******. Rather than listening to my concerns, she was dismissive and argumentative, refusing to allow me to speak. She repeatedly interrupted me and stated that she does not go off he say, she say, which I found both disrespectful and unconstructive.This experience has been frustrating and disappointing. I fulfilled my due diligence by contacting the store multiple times for guidance, and yet I am now being penalized due to misinformation provided by your own staff. Additionally, the manner in which I was treated by your manager was unacceptable and not in keeping with the level of professionalism one would expect from a business that values its members.I am requesting a full refund of both the annual fee and the most recent monthly membership fee, as I believe these charges were incurred unjustly. I also request that this matter be reviewed internally to ensure no other members face similar issues in the future.I appreciate your prompt attention to this matter and look forward to a timely resolution.

  Business Response

  Date: 04/22/2025

  This is the wrong location - this was sent to Crunch Boulder, ********. We are in a different franchise group and unfortunately are unaffiliated: 

• Initial Complaint

  Date:04/03/2025

  Type:Billing 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 signed up for Crunch and wanted to cancel my subscription, so I went to the gym and did so. My account says inactive however I checked my bank account and not only have I been charged another month's fee, I looked back and I was charged two seperate 60 dollar "equipment fees". I was aware of the fee after 60 days, but I was told it was once a year and I feel robbed of nearly 80 dollars.

  Business Response

  Date: 04/03/2025

  This is on our website and all of our sign up sheets in club as well as with checked in multiple boxes when enrolling. This fee is on all of our memberships. 

• Initial Complaint

  Date:04/02/2025

  Type:Billing 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 am writing to formally file a complaint against Crunch Fitness regarding their deceptive and frustrating membership cancellation process, as well as the unprofessional behavior of their staff.For the past three months, I have actively attempted to cancel my membership, only to face unnecessary obstacles and, ultimately, continued charges despite my efforts. Initially, I attempted to cancel online, but the process was confusing and ineffective, leading me nowhere. When I called my local Crunch Fitness gym for assistance, I was met with a rude employee who laughed at me and dismissively stated that she would handle it. Based on this interaction, I reasonably assumed my membership was finally *********** my surprise, I recently noticed that four months worth of charges ($24.99 each) have continued to be withdrawn from my account. This is completely unacceptable and deceptive business practice. I have done my due diligence in attempting to cancel my membership, yet I am still being charged for a service I no longer use or want.I request the following actions be taken immediately:A full refund of the unauthorized charges made after my initial cancellation attempt.Confirmation of my membership cancellation in writing to ensure no further charges are made.Better training for Crunch Fitness employees on professionalism and customer service, particularly in assisting members with cancellations.I am extremely disappointed by the lack of transparency and accountability in this process. If this matter is not resolved promptly, I will be left with no choice but to escalate this further, including disputing the charges with my bank and reporting the issue to consumer protection agencies.I appreciate your time and attention to this issue and look forward to a swift resolution.

  Business Response

  Date: 04/02/2025

  Our cancellation policy is that all cancellations must occur in person or via a handwritten letter to the club at ***************************. If sent an email to cancel there is a response stating this clearly, and all staff are training to professionally share this information. We can go ahead and cancel to assist but we do not have the member info provided here. If come into the club to cancel, the entire process takes about 3 minutes start to finish to cancel though there is a last payment due of anything pending within the next 30 days. 

• Initial Complaint

  Date:03/12/2025

  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.

  They make it impossible to cancel membership. I went in person over a year ago to cancel membership. They continued to bill me. I've sent several formal emails. They still refuse to cancel. There's no way to cancel online. It's a predatory business. It's well known across the web.

  Business Response

  Date: 03/13/2025

  We can confirm we did receive 3 cancellation emails from this member, however all 3 came after he had already been sent to a 3rd party collections agency and it is out of our hands. First Credit has the membership now and past dues. There is nothing to refund as the membership is past due. There are no traces of cancellation emails or letter in our system prior to this month when the membership had already gone to collections. 

• Initial Complaint

  Date:03/04/2025

  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.

  When i joined i was told i can downgrade after a month for free After that you told me it needs to be after 2 months And now you are charging me $20 to downgrade

  Business Response

  Date: 03/06/2025

  In our contract - all memberships cannot be adjusted for 60 days - the annual fee comes out at the 60 day **** and that also ****** the time when upgrades/downgrades/cancellations can occur. There is no fee for upgrades but the downgrade is $20 - looks like originally signed up for peak results and just paid to downgrade to peak. We will return $20 for the miscommunication on our end - however this is in the contract signed. 

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23020679
  
  I am rejecting this response because: the laminated flyer i was shown when i signed up does not mention 60 days or the$20 and the kids at the front desk they told me i can upgrade downgrade any time with no fees.

  Then i signed on a small pad for all this. These charges should be presented on the laminated flyers you have at the front desk

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

• Initial Complaint

  Date:01/27/2025

  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.

  Subject: Complaint Regarding Incorrect Billing for Crunch Gym Membership Date of Transaction: January 25, 2025 Nature of Dispute: Overcharged for Membership I am writing to file a complaint against Crunch Gym regarding incorrect billing for my gym membership. My original contract was for the base $9.99/month plan (Agreement Number: **********). However, I was recently charged $19.28 without any explanation of changes to my plan.I have contacted Crunch Gym multiple times to resolve this issue. I spoke to the manager at my local gym, but he informed me that he could not adjust my plan. I also attempted to resolve the issue by calling Crunch Gyms customer support, but I have not received any assistance or resolution.I am requesting that Crunch Gym adjust my account to reflect the original $9.99/month plan and refund the overcharged amount.

  Business Response

  Date: 01/27/2025

  Wrong gym - this is boulder and the claim is for *******

  Customer Answer

  Date: 01/27/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/01/2024

  Type:Sales and Advertising 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.

  Hello, so I had signed up for crunch and I had wanted the free trial to begin with, but the manager named ***** just was belligerent and even though I couldve said no, I am a ******************************************************************** into sale. Regardless of fact, i have been getting charged since May. I sent in a cancellation letter to notify them to cancel it and I wouldve paid the month of April. Yet, they claim they have not received it or any letter has been scanned. Now it is July and the charges are racked up to $257 and some which is ridiculous to me. I have sent letters and they claim that it had to be certified letter. I feel as if Im being taken advantage of for not only my age but for my dignity. This is beyond ridiculous

  Business Response

  Date: 08/01/2024

  This is for the wrong club

• Initial Complaint

  Date:07/16/2024

  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 attempted to cancel my membership several times, and all I get is a runaround every time I call in to find out why my cancellation has not occurred and am charged. They told me I had to wait 30 days, and when I called back the following month, they told me they had no record of my cancellation request and that I had to wait another 30 days. When I asked for verification of my cancellation, they said they could not give it to me until 30 days from the next billing cycle, and the run around starts all over again.

  Business Response

  Date: 07/16/2024

  This is for the wrong club - we cannot access this member at all as we are a different franchise group! 

• Initial Complaint

  Date:07/03/2024

  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.

  In March I signed up for personal training sessions with Crunch Fitness in Boulder. At the time, I asked several times about the cancellation policy and confirmed that I only had to complete 6 sessions to be able to cancel. On my 4th session, I again confirmed that I only needed 6 sessions to cancel, and my Personal Trainer confirmed that was correct. On my 6th session, April 15, 2024, I told my Personal Trainer, *************************, that I would finish out my sessions, but wanted to cancel. I followed up with her on my 7th session, April 19, 2024, and again on my 8th and last session, April 21, 2024. She said she would get with the Personal Trainer Manager, ******************************* and make sure it is taken care of. I was charged several days later for $340 for 4 more Personal Training sessions. I contacted **** to inquire, and she said I would need to talk to ******* to get it taken care of. **** gave me *******'s hours, Monday-Friday, 10am-8pm weekly. I tried calling ******* during her working hours and left a message for her to call me back, but she never returned my call. I then tried going in person during the time she is supposed to be there, waited for over 2 hours but she never came out to speak with me. Other employees there kept apologizing, stating it was her scheduled time, but no one knew where she was. I am a student and left early May to return home for the summer. I tried calling several times again during her working hours, only again to be told that she was not available and would call me back. She never did. I contacted my bank and disputed the charge; I won the dispute and the $340 was refunded to me. On July 2, 2024, my card was again charged, this time for $680 for services that were never used and should have been cancelled in April. I want my $680 refunded and my Personal Training account closed out permanently reflecting no balance due.

  Business Response

  Date: 07/15/2024

  This is the second time ***** has submit this same BBB complaint in a month and he has already charged back all the money through his bank - there is nothing else we can do as he has received the money already. 

• Initial Complaint

  Date:06/19/2024

  Type:Billing 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 a member at this gym for a few years. in the last year, I moved to ******* and tried to cancel my gym membership. I went in and tried to cancel but was told that there was no manager present and to come back later. I did and later filled out a cancellation request form, and was assured that my membership would be cancelled. It was not, and they continue to charge my card for each month, as they renewed my contract automatically. I have called and was told it was "against policy" for them to cancel my account by phone. I sent a letter and received no response. I was told to send a letter again. I have done so but do not anticipate an response. This is a widespread issue and predatory business practice. I would like to have my account terminated and would like to let others know about this scam as well.

  Business Response

  Date: 06/19/2024

  There are no records of **** signing a cancellation document in club. Our cancellation policy is to sign a cancellation document in club or send a hand written letter in the mail to ***************************. When the signature and or letter is received the membership is cancelled within 30-days pending one last invoice. When there is no manager in club, cancellations are still processed as all staff can and does do cancellations. 

  Matts account in fact has zero notes on it - notes are automatically added to the account when spoken to billing about cancelling or if an email is sent. We have searched our emails and have no emails of **** looking to cancel either. We have gone ahead now and cancelled **** via this complaint - however there will be no refund as we do not have proof of cancellation. *************** contact the club directly if he would like to obtain proof that his membership is cancelled. 

  **** is requesting $650 dollars - all that has been collected from him since his last check in March of 2023 is $239.85.