Fitness Center
Crunch Fitness NortheastHeadquarters
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Complaint Details
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Initial Complaint
12/31/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
This gymnasium was formerly a ****** ****** **** gym, then became a *** **** ****** **** ****** gym, before becoming Crunch Fitness. In the transfers of ownership, my membership moved from one company to another, and I am now unable to view my membership agreement. When I click on the link to view my contract in the member portal, I get taken to a 404 Not Found page (see attached screenshot). The only communication I received from the gyms were the two attached emails, saying to view the contract in the member portal. No attached contracts in those emails were provided. I called Crunch, spoke to someone who said they would provide my contract over email, and they have yet to do so. This is a problem in and of itself, but my partner (who experienced the same above issue and who this complaint is also on behalf of due to having a separate membership) and I are going through a last-minute move on Jan 1, 2025. We are trying to cancel our gym memberships now (mid-December), providing ample time for Crunch to cancel, and yet they are claiming that in our contract (which we cannot view) we must pay both the monthly fee for January 2025 since we did not cancel 30 days in advance, and the 2025 membership fee as we did not cancel 60 days in advance. We called Crunch, and were told our cancellations have been "processed" but are "pending", which is contradictory. 30-60 days of advance notice to process a cancellation is not only inconsistent (is it 30 or 60?), but clearly unnecessary if our cancellations have indeed been "processed". As justification, we were told that this rule is the same as how NYSC operated the gym, but we no longer belong to NYSC so this is invalid. We do not wish to pay for membership to a gym we will not attend in January 2025 nor for a yearly fee for 2025, and Crunch is making this process unnecessarily difficult. I'm not sure how we can be held to a contract we have never been provided.Customer response
01/02/2025
Hello! I am writing to confirm that the issue has been resolved after much prodding - I found an email address for the Crunch ******* management, and after some back-and-forth, received confirmation that the charges will be dropped. Please see attached email thread.Initial Complaint
12/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Crunch Fitness ("Crunch") engaged in dishonest, unfair, and deceptive trade practices in violation of ** consumer law with regards to a recurring / subscription contract and is in breach of contract. In short, without proper written notice to the consumer in accordance with ** law, Crunch increased the price of my monthly membership for gym/ fitness services. Upon learning about this increase via a credit card charge, I attempted to learn more and resolve it for several weeks. Despite my contract (attached) not indicating price increases or more importantly, the specific amount of any future increase, Crunch was unwilling to remedy the situation. As a result, I immediately cancelled the membership. Not only did Crunch continue to charge my credit card for an annual charge for the year in advance that I am no longer a member, they also charged me a downgrade in membership fee which is not in my contract nor I did not authorize. Nor did the refund the overage for which I did not receive notice and an opportunity to cancel or contest. Under ** law, any subscription / annual fees that are not going to be actually used, and for which notice of cancellation has been given in advance should be refunded. While I am requesting a full refund of the (1) annual fee for a service I will not be using, (2) monthly charges I did not consent to in writing or otherwise and are not pursuant to notice or my contract, and (3) all "downgrade fees" for a membership I am no longer using, did not authorize a downgrade, and have no idea what a downgrade would be given it's a membership to a single gym location anyway, I also am requesting that this gym change it's practices to ensure clear notice in writing 30 or more days in advance of any charges being made to a consumer. (Note: I have 5 unclear charges on my credit card statement within a short period of time from this business).Initial Complaint
12/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have made multiple attempts to cancel my services with Crunch fitness. My first attempt was in person on 08/18 when I last entered the gym. They gave me a qr to request online. After that, I noticed another charge. I requested cancellation again and also called and spoke to the front desk who told me there was nothing they could do in store and to use the QR. I made a review online with my full name attached which they acknowledged my issues and did nothing to cancel. It’s now a full month I have again been charged with no other options but to cancel my bank card. I am now requesting a refund of all gym charges from Crunch since August of my initial request.Initial Complaint
12/10/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
When I signed up online there was no clear statement that says must cancel in person only. I signed up online and called twice to cancel I was told I had to go in person. I explained that I was not able to go in person the club ignored and went ahead and charged me. I asked credit card to stop payment. I call again and I was told 12/6 that since I signed up online I can cancel online. I went to both app and online and was not able to cancel . I called back and told the rep that there is no way to cancel she put me on hold then hung up on me. They keep trying to get the money and ignore the cancellation. I want them to cancel the subscription and do not expect today October November December. Since I cancelled prior by phone.Initial Complaint
12/05/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I am reaching for assistance with cancellation of my personal training and club membership. The freezing and or cancellation process for this facility must be completed through the club manager. No one else is authorized to perform the task. Here lies the problem, the manager at Crunch Fitness **** ******** is never available to process the transaction. I have reached out several times (8) over the last month to freeze my personal training account due to travel. The manager is never available. He is either on a zoom call or busy at the new facility. I leave messages but he never returns my calls. I have gone to the club twice - he was not available. I have reached out to the parent company ***, similarly, no action has been taken. Lastly, I reached out via email and again no response. Meanwhile I will continue to incur expense of $300 + per month. I would like your assistance with resolving this issue. Thank you for the consideration.Initial Complaint
12/05/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I cannot cancel my monthly gym membership. I have tried calling, going in person, and filling out the form online and have received no response/ help. It has been 5 months paying about $30 for a gym membership I cannot used because I moved away.Initial Complaint
12/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I was enrolled in a 4 month personal training contract and charged $400 when I never saw, read or authorized the contract or charges. I said verbally that I was looking to start with 4 sessions for a total of $200. I was told that this coming Saturday before the first session I could read and sign the agreement. I was fine with that but instead I received an email saying I signed a recurring training agreement and charged $200 two times on my **********. I’ve never signed or read the contract. I was told in a text message that they would cancel the contract and refund me but I have yet to be refunded $400. I’m attempting to cancel my membership now since this experience has been so horrible, and the Crunch in ****** is telling me I have to call their corporate headquarters to cancel my “month to month no commitment membership “, which has become very hard to cancel and get anyone to respond to me.Initial Complaint
12/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I was previously a customer at crunch fitness *********** ** but had canceled my plan with them around February 2024. Since then, unknowingly till I discovered in my bank account, I was still being charged 28.65$ monthly. Crunch fitness unknowingly connected my account with another person across the country in California But we had managed to stop money being taken out of my account. The only problem left is I have not received any backpay for the money that crunch fitness in ********** ** Owes me from the time I canceled my membership To September of this year. I even tried calling regularly for updates and check ins But my phone calls are not even being answeredInitial Complaint
11/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Hello! My wife and i cancelled our gym memberships in May of 2024. Crunch continued to bill us for 3 months after that, recognized the error, but has failed to issue a credit. I've attached a full transcript of our conversation to this complaint. I can't get them on the phone, and I can't get a response. I tried going to corporate, but they just defer me to the local manager (Tara). Feels like Crunch sets it up like this intentionally - continue to bill people after they leave, make it impossible to get the money back. Not sure what else to do...Initial Complaint
11/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Starting January this year, this business started charging $31 eventhought the contract was $0. I was able to dispute the transactions with my credit card and get my money back. Now it seems like they have reported the transaction to collection agency and they have been non-stop pinging me. The agency is saying I owe 46.99 or something. I can send you pdf contract and the account number is *******. Can you help me close out the account? I went to the gym to close out the account 3 times and the manager never came eventhough couple of times he was there. I called them as well but it seems like they don't care. I emailed them multiple times and still no answer.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
135 total complaints in the last 3 years.
67 complaints closed in the last 12 months.