Complaints

This profile includes complaints for Crunch Land O Lakes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crunch Land O Lakes

  2126 Collier Pkwy Land O Lakes, FL 34639-5283

• 

  Crunch Land O Lakes

  2720 Broadway Center Blvd Brandon, FL 33510-2583

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:04/08/2025

  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.

  On 3/23, our family met with the General Manager of the Land O Lakes Crunch Fitness, *******, to discuss membership options. While seated with *******, a friend stopped by to say hello. This friend was wearing a ********* volunteer shirt. ******* asked if we were members of *********. We stated we were. ** ******* offered to discount the initial membership rate he quoted of $29.99/month each for Peak Results, to $25/month each. He explained that Crunch Fitness had a partnership with ***. We discussed the fact that four Peak Results membership would total approximately $100 per month (plus processing fees, and annual fees). ******* stated that this $25 Peak Results offer was only valid for that day. We agreed to four $25 Peak Results memberships. ******* stated we would each pay one cent down to join, with our first week free, and that our $25 monthly debits (plus $3/month processing fee per membership) would begin seven days after. One week later, we were charged a $34.34 monthly fee. Additionally, at least one family member was charged an additional Kickoff fee the day we signed up. ******* stated we would receive our contracts by email, and that they would be viewable on our Crunch accounts online. When I attempted to access our contracts online to review them, the contract link, when clicked, brought up an error message (see screenshot). I went into the gym to discuss the issue with the staff. I was told that *******, effective the day before, was no longer the *** The employee I was speaking with, ******, stated he was the new *** ****** stated ******* did not have the power to offer the $25 membership. Aakashaware that we are business ownersoffered to discount our membership if we were willing to upgrade to the corporate membership rate. I explained that we were not, considering the issues thus far with our contracts, and billing. Irregardless, ****** continued to attempt to get us to upgrade to a $150/month corporate membership to fix the problem.

  Business Response

  Date: 04/08/2025

  ****** (**) spoke with Ms. ***** on 4/8/25 regarding a *** discount related to ************************** Given that ***** is not an employee of the church, the *** discount would not apply.  However, ***** has 4 PR memberships with Crunch and ****** discussed another option with her that would make better financial sense. The conversation left in good terms however no further action was taken as she wanted to speak to her husband first.

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23172280
  
  We appreciate the business' honesty in admitting that the only attempt they made to correct their mistake in overcharging our membership fees was to attempt to "upsell" us an even more expensive membership ($150/month). Regardless, in their BBB response, they failed to even address our complaint - the fact that General Manager ******* offered a membership contract price that was different than the amount they then debited. The *** discount was described by as a

  "partnership" with the church members. ******* never stated we had to be employees of ***; only members. Crunch also quoted us $4,160.00 for a four month personal training package for one family member. When discussing the billing error with ******, I did comment that I would have to talk with my husband about our willingness to proceed with that $4,160.00 charge, considering Crunch had already overcharged us for four memberships. That was irrelevant to our BBB complaint, but I am addressing it considering Crunch mentioned it in their BBB response. The only fair resolution is for Crunch to honor the $25/month membership plan they offered and promised for our four family members when we initially signed up, and to refund anything debited over that amount thus far.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/14/2025

  Without proof of employment at the church, the discount would not apply to the membership pricing.  The incorrect information shared has been addressed with the referenced employee, but sadly, we are unable to continue at that wellness program discount without the stated proof of employment.  For the miscommunication, I will waive the next month on each membership-- ****** will assist in processing those adjustments on your accounts.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23172280
  
  We appreciate Crunch Fitness (Land O Lakes, **) acknowledging the mistake made by their General Manager, when he quoted our membership prices. It is unfortunate that, despite this acknowledgment, you still are not willing to honor the membership price promised. Consequently, we do not wish to be members of Crunch. You are not authorized to debit any of our bank accounts for any amount. We have already been overcharged substantially. Please deactivate all of the four related memberships, if you are showing them as active.

  
  

  Sincerely,

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

  Business Response

  Date: 04/24/2025

  All four memberships have been sent in for cancellation.  Sorry again for the confusion.

• Initial Complaint

  Date:03/03/2025

  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.

  Have a multi club membership. Its almost 10 years old. Over a year ago I was told my membership doesnt work at the new land o lakes crunch location. Was conned into getting a second membership months after already going to the gym. Gym isnt even letting me cancel the secondary membership at this point. Front staff are giving me different directions. Staff allows kids to take pictures in the restrooms around **** guests. Its just a mess

  Business Response

  Date: 03/24/2025

  We have made several outreach attempts (phone and email) and have not received a response.  When convenient, please call us back so we can better understand your concerns.  Thank you.

• Initial Complaint

  Date:02/20/2025

  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.

  10/30/24 I signed my cousin up for ****-to-**** membership & paid $27.81 on ***** fargo debit. 11/30/24 I went in to cancel membership bc my cousin got early acceptance for university in ******** & had to go. They told me he needed to be present for cancellation, since it was under my ********* credit card info, they agreed I could come back after 90 days were up to cancel it in person while still paying the mnthly & the annual fee. As asst *** was cancelling, I had made a comment, that it ***** it would go unused. He offered to create me my own profile that would be a continuation of my cousins. That day i paid $1.07 to create my profile under my ***** fargo debit card & was told my payments would now continue on the 30th of ea month with that card. I was then charged $19.36 on 12/2/24 under my ***** fargo debit card & $64.19 on 12/30/24 for the annual fee. Then i was charged $19.36 on the ** Card on 12/31/24 & 1/31/24. I was charge on my Discover card $19.36 on 12/30/24, $64.19 on 1/29/25, & $19.36 on 1/30/25. I reached out to them in person on 1/4/25 to get the 12/30/24 charged fixed & i was told it would take 7-10 business day. Came back in 10 business days bc charge was still there to which they said to give another 7-10 business days. Tired of waiting i offered a one time out where i could take a yoga class in exchange & would subsequently no longer be charged, & then i got the 1/30/25 charge. I went back in person to ask for a refund on 1/30/25 & they said they wouldn't. I reexplained the situation they said they would send an email to a higher up to resolve & to expect a response back by 2/3/25 to which i went back & still nothing. I went back 2/5 & 2/6 & still nothing. I let them know i would not be coming back until i was called with an update. It is 2/19 & still not heard back so i called asking for info @ 10am & told i'd receive call back from the ************* 2/19 charge to discover $113.55 cancel fee after i said to cancel on 2/30 after last payment

  Business Response

  Date: 03/12/2025

  Refund has been processed-- apologies for the delay.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22963136
  
  I am rejecting this response because:

  after contacting them 3/11 I was told the refund includes only 1 of the 3 extra payments I was forced to make. I am still going back and forth on the other two extra payments that were taken out of an account they stated was no longer in their records. 
  
  Sincerely,
  
  *** *************

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 22963136
  
  I am rejecting this response because:

  I am not satisfied with the overall customer service received during this ordeal. I was provided a partial refunded and was told the rest was my own fault and responsibility. Despite conversation that a crunch team member was responsible for communicating the incorrect information leading to the subsequent charges. I hope no one else has to deal with such false advertising from them. I have spoken to the organization and have been told and accepted that nothing further will be done on this matter. 

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

  Business Response

  Date: 04/21/2025

  Our back office indicated several of the invoices were charged back-- thus meaning we can't refund those monies back to you (as you already have them).  If you don't show that on your end, please let local leadership know and we can review and process accordingly.

  Customer Answer

  Date: 04/22/2025

   
  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:12/02/2024

  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 called my gym many times on 10/11/24, but no one responded to my call. I also sent an email on 10/11/24 requesting that my gym membership be frozen. However, I haven't heard back from them. On 10/15/24, I went in person to the *********** location and met with my trainer, **** *****, and their PT district manager. I was assured that my training sessions and my gym membership were canceled.

  Business Response

  Date: 12/31/2024

  We've made several outreach attempts to Ms **** and have yet to receive a call back.  Please call the Land O Lakes location and we would be glad to assist.

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22614331
  
  I am rejecting this response because: the only call I received from them was on 12/31/2024 and I spoke with *****. She said she will call me back with a decision, but I haven't heard back from her or the gym. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 01/07/2025

  We've made 3 more attempts since the BBB rejection and we have yet to hear back from the client.  Please call the club asap and our PTM **** can be of assistance.

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22614331
  
  I am rejecting this response because: I have never received any calls or emails from them. I called the gym twice this week on Tuesday and Thursday, and I asked for **** and left him a message and I have yet to hear back from him. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/20/2024

  Type:Order 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.

  Hi- I was asked to advertise for the corporate partnership- I told them my business (hot yoga, personal training physical therapy) the sales team said it was okay. They charged me for the full amount because I wanted to set up a short term contract. After the member event they kicked out my staff- they were rude, not helpful and this also cost me. After asking to speak with someone finally they said corporate was there and said I was a competitor business which everyone at the local level knew and still proceeded to take my money when I raised these concerns prior to starting . They also never fulfilled their contract with proper posting of social media links etc.

  Business Response

  Date: 11/22/2024

  Money has been refunded.  Matter has been escalated internally as the member in question is a current employee (will be addressed personally by Group Fitness leadership).

• Initial Complaint

  Date:09/16/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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 June 3, 2024 my son **** ******** sustained an injury at Crunch Fitness due to faulty equipment. While using the equipment the cable that is attached to the weights snapped and it resulted in **** lunging forward extremely hard landing on his face. I am EXTREMELY frustrated at the lack of responses when calling Crunch management over the course of 3 months. After 3 months of chasing management I was finally informed that they conveniently have NO record of him filing a first report the day after the incident (which he sis at 8:40pm on June 4th), they conveniently can only find his second filed report which was weeks later. We do have two witnesses who were present with **** at the time and witnessed the incident.We have incurred medical bills and lost wages for this concussion which Crunch is denying any payment of but which we can provide. As mentioned previously, we have two witnesses who can attest to this incident.We are seeking the repayment of the medical bills that we have already paid at the very least. Add in the reimbursement of lost wages for the total reimbursement because of their negligence in maintaining their equipment.We can upload or send the medical invoices if needed. Our next stop if this is not successful is to lodge complaints with the ************ and *****. Turning the cheek on an incident that occurred on premises and covering it up to avoid a financial loss is unethical at the least.

  Business Response

  Date: 09/26/2024

  This matter was reviewed internally by our incident report/legal team and at this time no further remedy will be explored.  If further information/remedy is needed, please get in touch with the legal team at CR Fitness and we would be glad to explore the matter further.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22279536
  
  I am rejecting this response because this Crunch location has operated in an unethical fashion from the outset of this incident.  They conveniently lost the first incident report, never returned calls, and it seems they prey on younger, inexperienced people.  Let our unfortunate experience and incurred medical costs be a warning to all those considering this location.  They know the amount of expenses we incurred is not worth retaining a lawyer so they use that as leverage.  Overall shady business.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:02/12/2024

  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.

  I cancelled my membership over a year ago, the front desk staff stated that I just had to pay the rest of the month and he would make sures that it cancels. Now I'm getting contacted by a debt collection agency after nearly a year and they claim I owe $200.

  Business Response

  Date: 03/04/2024

  Hello,

   

  We apologize for the inconvenience in this matter. we have closed the account in question and have submitted for the account to be removed from a collection's status waiving any past due balances.

  Customer Answer

  Date: 03/05/2024

   
  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:12/04/2023

  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.

  My minor daughter signed a contract at crunch fitness inland o lakes ******* without parental consent. When I realized there were declined transactions on her account I contacted the crunch fitness billing department and explained they did not check her ID and that she is a minor and should not have been allowed to sign a contract for membership. The billing person told me the date of birth **** was incorrect, so I needed to contact the club. when I logged into her account the club inputted a year earlier to appear to be 18. I submitted a request for cancellation through her online account and indicated she was a minor and did not have my consent for membership. She signed ** in person with her friends who are also minors. When I contacted crunch fitness on 11/18 /23and spoke with the manager ****, he admitted she needed parental consent, and he knows my daughter from coming in the club and understood the sales person made an error in not checking her ID. He committed to speaking to his immediate boss and calling me back the next day. I received no call back. I called back on 11/28/23 and was told **** was in a meeting, I left my name and number and what the call was in regards to and have not been called back yet. Crunch fitness tries to deduct money from my daughters account at least once or twice a day. I want the debt removed and the membership contract cancelled.

  Business Response

  Date: 12/05/2023

  Member's mother has been contacted and we have issues a waiver of her daughter's past due balance and requested an immediate cancel. Complaint has been reviewed and handled accordingly. 

  Customer Answer

  Date: 12/07/2023

   
  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:02/09/2023

  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.

  I was tricked into signing personal training contract and was never told there was a 2 month commitment. When I tried to cancel they charged me $372. Also, personal trainer *** stole sessions from My account and was claiming I was using personal training when I wasnt.

  Business Response

  Date: 03/09/2023

  *************** four total payments of $124, which is completes the terms of the agreement she signed for. The only reason she saw a larger amount pulled is because the account was past due. As far as *** using sessions, this member has only used 2 total sessions since beginning the program. She has been contacted by multiple Managers, including last week, to try to get her back into the location to train. The agreement was signed and charged for the minimum amount. She can complete the sessions at any time. 

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19373790
  
  I am rejecting this response because: my account was never past due at any time. Ever. That is a lie. Please provide proof. I paid the $372 because I was told I had to or continue to have it taken out of my account. I also have proof that *** stole my sessions and marked them as complete when I didnt schedule or complete them. I dont want to train with such a shady organization that steals and has trainers who go on and on about people who dont speak English. My account was never late or overdue why would you lie about that? I will just dispute the charge and you can deal with my bank. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/14/2023

  This member signed a two month minimum agreement. We charged the member for those two months and nothing more. *** only every completed one session with this member, so the claim of stolen sessions isn't warranted as those sessions are still on the account and available for member use. We are more than willing to make the member feel good about the experience by servicing the remaining sessions with the member. Crunch followed the terms correctly on this agreement and account. No refund is warranted. 

• Initial Complaint

  Date:11/21/2022

  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.

  For my October dues, I contacted the club because there were 2 separate transactions made that were pending one for $26.70 and one for around $.05, then the day they fell off, they withdrew the dues plus a $15 late fee ($41.74 total). I have attached the screenshots from my bank, these were also sent to the Crunch management email on 10/18, which I have also attached. They refused to refund the late fee even though the system issue was their fault. Because of this, I requested to have my membership closed as I would no longer like to do business with them. They refused, stating I need to go into the club to cancel. I explained that this wasn't possible because I had to leave the state last minute due to a family death, I advised that this leave was indefinite and there was no time frame on when I would be back, stressing that it was physically impossible for me to go into the club and they continued to refuse to cancel my membership. They have zero compassion and customer service skills and I need this issue resolved immediately.

  Business Response

  Date: 11/21/2022

  We have removed the $15 late fee

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18437160
  
  I am rejecting this response because: Once again, please cancel my membership. I am out of state indefinitely and physically can not come in to do it. If the membership isn't cancelled this will be escalated to a legal team.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/23/2022

  The membership has been cancelled.

  Customer Answer

  Date: 11/25/2022

   
  Complaint: 18437160
  
  I am rejecting this response because: After receiving this response, I was contacted by management stating that they need hire management to contact me, they advised me the cancellation was not processed yet, and they are telling me I need to pay a past due balance that was applied AFTER I requested cancellation. 

  Im not paying it, I want this cancelled for the 3rd time, and most of all, do NOT report to the BBB that something was done and then reach out to me and tell me something different. This is exactly why I will never step foot in a crunch again. Shady business practices. 

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

  Business Response

  Date: 11/30/2022

  This account was cancelled and all balances removed.

  Customer Answer

  Date: 11/30/2022

   
  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. I confirmed that the balance has been removed and the account is inactive. I have attached the screenshot for verification. 

  Thank you to both parties for your help  

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