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:04/27/2024

  Type:Customer Service 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.

  Feb 18th 2024. I have not signed up for this membership. They are saying that I have an online membership with them. Stating I owe them money yet I have never been to their gym. I asked them for an agreement I have signed they only emailed me a tanning agreement that has no signature. The assistant General manager named *********************** is very unprofessional stating that I clearly am not reading what he sent me. He will not give me any other information they have called my cell phone numerous times harassing me via phone and email. No one can seem to provide me with any kind of agreement showing I must pay any kind of money. On their site it clearly states No commitment to any memberships you purchase yet they are saying they are noncancelable.

  Business Response

  Date: 04/27/2024

  This is a different crunch under a different franchise group. 

  Customer Answer

  Date: 04/27/2024

   
  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:04/25/2024

  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 am writing to formally lodge a complaint against Crunch Fitness located at ************************************, regarding their failure to process the cancellation of my membership despite numerous attempts on my part to do so in accordance with their policies.I submitted several cancellation requests via the online form available on Crunch Fitnesss website and followed up with multiple phone calls. Each time, I was assured that my request was being processed, but no action has been taken to date to officially terminate my membership. Copies of all correspondence and records of communication are available upon request.This lack of response from Crunch Fitness has not only caused unnecessary stress and inconvenience but has also resulted in ongoing charges to my account, which I no longer authorize. According to the terms agreed upon at the time of my membership registration, I have fulfilled all necessary conditions to warrant a legitimate cancellation.

  Business Response

  Date: 04/25/2024

  This is not our gym. He is not even in our franchise group - we cannot see this account. 

• Initial Complaint

  Date:03/06/2024

  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.

  They will not cancel membership over the phone. cut card off to stop payment. they are still trying to collect. I HAVE NOT USED THE SERVICES SINCE ATTEMPTING TO CANCEL. These billing practices are ******* membership sales took a dip in the 90's and 00's. Outdated predatory billing practices. they deserve the *** grade given. ********************* (Manager) is extremely rude and condescending. Avid gym goer for 25+ years, this place is garbage.

  Business Response

  Date: 03/07/2024

  This is not a member of our gym - this is the Boulder club and a completely different franchise group - we are unable to assist as we can only access member data from clubs in our franchise. 

• Initial Complaint

  Date:03/01/2024

  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.

  Hello, yesterday Feb 29 I was randomly charged 15$ for no reason, I was also charged 10$ the following day for my membership plan. Previously I had been double charged for my membership 20$ on Dec 4 2023 nov 6 2023 and oct 17 2023. My membership at that time was only 10 dollars and when I asked the manager about a refund they stated that he cant control the money.

  Business Response

  Date: 03/01/2024

  This member is not a member of our gym, he is also not a member at a club in our franchise group - I believe this was reported to the wrong crunch. 

• Initial Complaint

  Date:02/26/2024

  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.

  On November 27, 2023 I cancelled my Crunch membership in ****************, **. I moved quite far away and wasnt using the gym anyways. I signed a cancellation form and paid out the next month in advance. Reviewing my credit card they charged me $19.99 again on 1/24 and are also attempting to charge me $32 dollars currently but I have my card locked so they cant steal my money. I am not going to take another 2 hour drive back to this location to cancel again - I already have. I need this cancelled.

  Business Response

  Date: 03/07/2024

  This member is not a member of Crunch Boulder - unfortunately we cannot assist as we are in a different *************** as well. 

• Initial Complaint

  Date:01/02/2024

  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.

  I canceled my membership with crunch because I was moving in July 2023 so I came into the gym in person at a location in **********, **. The employees informed me that the cancellation was successful and I stopped receiving calls or emails from crunch and so I assumed this was true. I received a confirmation email about the cancellation and so it assured me that it was dealt with. Now in the start of the new year, Im being called by a debt collection agency saying that I owe over $200 dollars for a gym membership I cancelled months ago and Im living across the country. I refuse to pay for a membership that wasnt canceled properly due to an employees negligence.

  Business Response

  Date: 01/02/2024

  Can we please request more information - this name and phone number do not come up into our system at all. 

• Initial Complaint

  Date:12/28/2023

  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 cancelled my membership in August 2022 when I moved from Boulder, ** to *******. Apparently the cancellation wasn't ever processed and Crunch in Boulder has been debiting my bank account every month. I joined Crunch Fitness in ************* so seeing a Crunch charge was to be expected. I finally realized I've been getting charged from 2 different Crunch locations every month for the last 16 months. When I called they told me there is nothing that they can do. They have also sent an email saying my account is going to collections for 2 unpaid months, which isn't the case. They also won't give me a breakdown of what the past due charges are for. I would like t be refunded for all the payments to Crunch Boulder for the last 16 months and be given an explanation for the "past due" charges sent to a collections agency.

  Business Response

  Date: 12/28/2023

  We are actively in communication with ******. He did not sign any form of cancellation document in 2022 which prevents refunds. However he emailed us 15 minutes ago asking for the receipts. We are sending them over to him as soon as we get into the facility and cannot accommodate him any faster. We did go ahead and cancel him remotely - which is against policy. Our policy requires you to sign a cancellation form physically - however because he said he moved and had not used the facility we went ahead and cancelled against our policy. He is aware of this. 
  

  we will respond to the case once the invoices have been sent to him - this morning. 

  Business Response

  Date: 12/29/2023

  We did go ahead and cancel Declans Membership over email this week. We do not have any records of him coming in to cancel his membership at any point in Boulder. We are unable to send payment breakdowns of double payments as we are a different franchise group from the other Crunch he was paying. We can only see records within our gym. I have sent him records from the Boulder club payments. His last two payments were refunded to his account as well. Attached PDFs of his payment history with Boulder here. 

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21063308
  
  I am rejecting this response because: I cancelled it and if it wasn't processed then it's not my fault. I moved 17 months ago. What is *** account balance and Total *** account balance? 

  In addition you sent something to a collections company. What are those charges for?
  
  Sincerely,
  
  Declan Price

  Business Response

  Date: 01/02/2024

  Attached screen shot of originally asking for us to at least cancel - which was done. We cannot refund for ************************************* to cancel - he also says he called to cancel, and someone on our team eventually just did it over the phone against policy to help him out. Attached is also my direct communication with him, letting him know we refunded 3 months to his account as 3 months is policy for no documentation. He was not ever sent to a collections agency through Crunch Boulder - he also did not directly ask me about this. He may be in collections from the other Crunch he is a member at.

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair 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.

  On Dec 21 , 2023 I saw an advertisement and signed up for a crunch fitness gym membership, on the advertisement it showed that the joining fee for the month was **** dollars,when I clicked on the link for details, it said explicitly said there was no commitment which is why I signed up for it. Later, I received an email with my copy of the agreement which showed a recurring payment of 25 dollars for the next month and an 60 day annual fee of 50 dollars both of which was surprising because the membership I bought was only for a month for which I was charged ****.Looking thur it again I don't see this contract ever being mentioned when I sign up thru the link. I was surprised about this and talked with the gym staff. they told me when I signed up for the free month they put me in a contract to have a two months commitment, so I will be forced to pay the annual fee plus the extra month, both of which I never agreed to. The plan I bought was the one that said month-month no commitment and **** dollars. What's more troubling is I told them, I would not be here in Boulder next month so I would have to cancel before the due date, they said that is not possible and told me to send a physical letter to them stating I wanted to cancel on the due date next month. Charging me a total of 75 dollars if I can manage to cancel.With this complaint,the resolution I want is to cancel this contract that I have been falsely put into thru whatever dodgy method they used. I don't want to pay something I never agreed to.This is outright predatory business practice.The email I signed up with them is ******************** phone number : ************, and account name is ******.

  Business Response

  Date: 12/27/2023

  We have been in contact with this member. When signing up online he clicked the box to be committed to this and pay the annual fee. We went above and beyond, against our policies and cancelled him before any payments came out other than the enrollment fee. 
  

  when signing up online - please refer to our website - it asks the new member to acknowledge multiple times the commitment and all fees, as well as our cancellation policy that all cancellations require a hand written signature. 

  Customer Answer

  Date: 01/01/2024

   
  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.

  However it still stands that the advertising is extremely misleading , the fact that they falsely claim it's a month to month no commitment  deal, i'd assume a lot more people have had trouble with this , add to that the difficulty in deleting the membership. It was easier for me to to get them to delete my account thru this reporting it to BBB then to do it thru them , cause they told me I had to do it a month prior and I had to mail them a letter to cancel or they would keep charging me.

  Sincerely,
  
  Chhimi Sherpa

• Initial Complaint

  Date:10/09/2023

  Type:Customer Service 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 membership from the Boulder, CO Crunch Fitness Gym for over a year and a half now. They have been impossible to work with and continue to charge me. I have sent the hand written letter, I've paid my dues and I have gotten a confirmation email that says my account is canceled, however, I am still being charged! The crazy thing is that they are now charging me on a debit card account that they didn't even have access too! I continue to be called every single week saying that I have money due when my account should have been closed a year and a half ago. I no longer even live in the state. This has been excruciatingly complicated. All I want is to be rid of this place.

  Business Response

  Date: 10/09/2023

  ****  has been in collections - we told her we would call the agency and assist her in getting pulled out of collections - however with her receipt of paying collections this would be handeld between the two of them and that we can't do much. There is no record on file of her sending a letter to cancel. She has been in collections since 8/16 and just reached out to us last week.  She has also not attempted to come in to cancel. She did send me a copy of a word document stating she paid collections. 

  Customer Answer

  Date: 10/16/2023

  The response from this company is absolutely ridiculous. I sent a handwritten letter to the company via ceritifed mail. I called once the letter had arrived and confirm with an employee that they received it. As for the letter from the collection's agency, it was sent from them in PDF format on the collection agency's letterhead - I am not sure how that could be mistaken for a word document. I have sent a handwritten letter, I have paid the collections agency and I am still being charged. These charges are also not coming from a collections agency, they are coming from Crunch Fitness. I have not received a single call from the collections agency since I settled this in August, Crunch Fitness is who is charging me. 

  Business Response

  Date: 10/18/2023

  Attached is ****'s payment history. 

  Pictured are all the chargebacks she made to her account.

• Initial Complaint

  Date:08/12/2023

  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.

  My wife sent a handwritten lettter as per policy to Crunch Fitness many weeks ago asking that her account be canceled. I have called this crunch and given the rude employees that work there my phone number and have requested that the manager call me. No manager has ever attempted to call me and my wifes crunch fitness account is now showing that it is still active and has an overdue balance of $41 and change. I am writing here a complaint against this branch of Crunch Fitness and am demanding that my wifes account be canceled and that these charges are dropped.

  Business Response

  Date: 08/14/2023

  There is no member with the last name "*******" at our facility. 

  The wife's name was not mentioned in this complaint and therefore I cannot look anything up for this case. I did just go ahead and email him with the address he provided asking for more information.