Complaints

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

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  Crunch

  2720 Broadway Ctr Blvd Brandon, FL 33510

• 

  Crunch

  PO Box 3650 Brandon, FL 33509-3650

• 

  Crunch

  3915 Riga Blvd Tampa, FL 33619-1345

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:04/17/2025

  Type:Order 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.

  Hi Crunch Corporate, I want to express my concern regarding my gym membership and also, the behavior of some of your employees at Crunch Fitness located in ***************************************. Yesterday 04/15 I went in the afternoon to request a cancellation of my gym membership since Im not using the gym anymore, a person whos name is ******** *. (Manager) asked me for my personal phone number and then said that in order to cancel the membership he will need another month of payment + the annual fee which is unacceptable as I explained to him that I would not use the gym anymore and he just stated that it is on the contract (I dont have this contract on my records and was never emailed to me), I asked for another solution as I really dont have option and that also the reasons behind my cancellation which includes (poor staff behavior, broken machines and equipment for several weeks, members working out with no shirt on, several members recording in the work out area, etc) where he was very rude and stated that he doesnt care besides the facts that to cancel I would have to pay all these fees when I asked for different solutions and he just seems to not care enough and even said that he doesnt care if I cancel my membership, Mr. ******** refuses to help me out and to offer a solution for my membership. I guess he doesnt care if the members leave the gym and to really take care of the several issues that this location faces. Since the manager of this location did not want to cancel my membership, I am sending this complaint to you guys to help me with this matter. This is not the customer experience and the type of service that I was expecting from a company that sells themselves as friendly and respectful place to workout, where the employees are mad at you when you come to cancel the membership and also behave very rude and disrespectful when I am the customer that is paying for a service, is not offered for free.

  Business Response

  Date: 04/30/2025

  Good afternoon,

  
  After reviewing the account details, we can confirm that the information provided by the Kissimmee location was accurate. All accounts are subject to a 30-day cancellation notice, during which any invoices generated must be paid. That said, we have waived the final payments in order to complete the cancellation process. Your comments will be shared with the local management team so they can address the matter with their staff accordingly.
  

  Thank you.

  Customer Answer

  Date: 05/06/2025

   
  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:02/04/2025

  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.

  ************* location is charging inflated processing fees without explanation - even on check drafts. I wanted to change to bank draft to avoid a processing fee but told it would be the same fee. When asking the general manager she said this applies to all transactions credit ************ drafts. I asked for contact information for the corporate office for clarification, I was given a number that has a message of this number is not monitored *************) - the manager refused to give any other contact info saying she was the only one or that number that isnt answered by a anyone. Overall the manager was very rude. Processing fee is $2.47 on $24.99 or $26.74 after taxes (9.9% if calculated on pre-tax amount or 9.25% after taxes). Since most processing fees are approximately 3% on credit cards transactions, I would like an explanation of an almost 10% transaction fee (what is for, why is being charged, etc) from the corporate office of the franchisee. As far as I know there is no such thing as a just because processing fee - it probably makes each location an additional $15,000 or more a year. ****May apply to other locations as well. A person that is a member of their Wellington location said he is being charged an almost 25% processing fee****

  Business Response

  Date: 03/18/2025

  All memberships at Crunch are charged a monthly $2.25 processing fee-- this is applied to all Crunch members (new and tenured, regardless of membership type) and is required of our Franchise agreement with Crunch Corporate overall.

• Initial Complaint

  Date:02/04/2025

  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.

  So Im enrolled in crunch fitness and apparently Im being charged 166 for something Im unaware what this fee is and Im aware the club fees annually are not this much. I need to get a district manager on the phone from abc fitness to discuss what exactly Im being charged for because no way am I just letting them charge me this much money and I dont know what for.

  Business Response

  Date: 02/17/2025

  Good morning Jan,

  After reviewing your account, it is currently in a collections status-- meaning that the billing was not successful for a period of 4 consecutive months or greater.  The $166 in question is an outstanding balance from 2021 of 5 dues invoices and 4 late fees.  If you would like to settle your account, please contact our Tamarac location at ************** and we can assist you.  Thanks!

• Initial Complaint

  Date:12/10/2024

  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.

  My complaint relates to the Crunch Acworth location. I notified my personal trainer back in August that I would like to cancel my personal training and he processed a form and presented it to me to sign as a cancellation for. Unknown to me the employee incorrectly filled out the form and the said it just froze my account. In November I was notified of a balance of $332. I immediately went in person to the location and spoke to the ** manager KD and he canceled it correctly assuring me the account balance would be cleared and I watched him email upper management stating the balance should be cleared due to employee error. I also have a cancellation form stating my account balance was zero The amount owed: 0 The next day my credit card on file for the gym membership was charged. I was not properly notified or asked to authorize this charge it was not even the credit card stated in the contract as it was stolen in the past and I had to change the number so to the best of my knowledge Crunch illegally used my credit information authorized for a different purpose. I contacted the business again that this was an error and at that point my card was charged the full $332 in 3 days. I was assured again by ** I will not owe anything and he submitted a refund request for $498 this was more because I had 2 unused sessions that per the contract should also be refunded. This request was denied No obligation to ****** I obtained this information from ABC fitness when I called about the missing refund. At no point was I ever notified through out this process and I was never notified my refund was denied. I called the location and the manager **** said he was talking to the district manager and would keep me updated via email. I was never updated and have not received a refund or a notification of its status. I am seeking my refund for the $332 that was stolen from my credit card and the $166 of unused sessions as per our contractual agreement.

  Business Response

  Date: 01/06/2025

  Client was contacted and refunds are being processed.  Sorry for the delay.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22664059
  
  I am rejecting this response because:

  I was contacted 1/6/25 by the district manager and told my refund was getting processed and sent to legal for approval. I have not been followed up with and I have not received my money. On 1/29/25 a representative responded to my BBB complaint on the corporate entity that they contacted the PT department and was told member was contacted 1/27 and no refund will be issued. I was not contacted on 1/27 and I find this unacceptable. They have been made aware I did not sign a freeze form and this matter has been un resolved long enough.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/17/2025

  ****** (RVP of **************** contacted the member today and submitted a refund for two payments.  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22664059
  
  I am rejecting this response because:
  
  I am rejecting in order to keep this complaint open while the refund is processed. I can confirm that we reached an understanding on the two payments and that this would satisfy my complaint. I will mark this as satisfied when this is processed in my account.
  
  Thanks for your time.
  
  
  

  Business Response

  Date: 02/25/2025

  Per the review from our Vice President of Personal Training this account will not be receiving a refund. The refund request that was submitted at club level has been denied. The member filled out two freeze forms and then did a cancellation on 11/15. 
  
  We did not charged outside of the terms so there is no refund owed. 
  
  Thank you

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22664059
  
  I am rejecting this response because:
  
  Per my discussion with you VP of **************** you owe me two payments. He under his own admission stated the form you are referencing was filled out incorrectly, and that the charge I did owe was initially owed after the initial freeze but the rest were in error. Tell your VP of personal training to point to me where on that second form it says freeze. Explain to me how you are not going directly against what I have in writing that my account was canceled with a PT Membership Cancellation Form with both mine and a club representative. You billed me outside what you were legally allowed to I am willing to let you have the payment that was owed before the cancellation but I will not allow you to keep my money billed in error due to your employees. In fact your initial contract has a refund clause so I dont understand why your VP of PT is not looking at these documents before rendering a decision. This is completely unacceptable and an inappropriate way to conduct business.

  
  I need another person to call me so we can agree again that money is owed.

• Initial Complaint

  Date:11/19/2024

  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.

  I terminated my contract with Crunch Fitness years ago. Yesterday (Nov. 17, 2024), I receive the text message,"****, Welcome to CRUNCH! You are opted-in to receive automated marketing messaging from Crunch and/or its vendors [...]"I immediately called the branch I had a membership at (which was linked in the message), to confirm that my membership is indeed canceled. I subsequently requested via email that my personal information be deleted, and received the reply that all data related requests must be submitted to the data privacy team via a specific form. I completed the form, did the CAPTCHA, verified my email address, and finally got the the page shown in the attached screenshot, mentioning that my request will be reviewed and I will be contacted shortly. The next email I got from Crunch was to inform me that all data related requests must be submitted to the data privacy team.The resolution I'm seeking is that all my personal data- name, email address, phone number, payment info, etc. be permanently removed from their databases. To read that they "will review my request" to do so is not sufficiently reassuring. This should mean that I will no longer be automatically opted-in to marketing messages or (after confirmation of this) be contacted by phone or email from the business.

  Business Response

  Date: 11/22/2024

  Request has been escalated internally to the Marketing Team and will be executed today.  Apologies for the inconvenience.

• Initial Complaint

  Date:11/13/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 express concerns regarding ongoing billing issues since I joined Crunch Fitness in August.I signed up on August 24th and was told Id receive 5 days free. However, despite updating my payment card on my Crunch app, I was charged on my old card, resulting in a late fee. I had to call Crunch and give my card number to the team member i spoke to, to be charged on the correct card. Additionally, I was charged a full months membership fee for august, despite joining late on top of an additional fee that i was told was an accidental double charge. Around October 25th, my card was stolen so i cancelled the account connected to my crunch account and made a new one. When the payment was attempted, it was declined, and I was informed by your team that my late fees would be waived because of the situation. However, due to not having my physical card at the moment of contact, I couldnt make the payment because i only could provide my account and routing number, which wasnt sufficient and i did not receive my physical card in the mail yet.When I called again today, I was told my late fees might not be waived and I would need to sign a form in personinformation I wasnt told before. The inconsistency in billing and communication is troubling.This experience has caused me to reconsider continuing my membership, as I feel subjected to predatory billing practices and poor customer service. I request clarification and a resolution regarding my fees.Thank you for your prompt attention to this matter.

• Initial Complaint

  Date:09/09/2024

  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.

  I signed up for a 3 month promotional personal training series with a PT at 2x biweekly; rate of $86. After completing my 3 month series, I conveyed to the trainer that I would no longer be using the personal training service and was under the assumption my recurring contract would be terminated/cancelled. I informed my PT I wanted to cancel my contract on June 8th and that I could fulfill an additional session or two. I was a went in person in June to sign for a cancellation or what they call as freeze form. Moreover I was totally ghosted by my PT after I had sign the freeze form and had no follow up for the remaining sessions I had so I figured my contract was definitely cancelled; especially since I fulfilled the 3 month obligation. I have since been charged $86 on Aug 30th and the next $86 will be withdrawn from my account on Sep 13th for trainings that should have been cancelled. I spoke with the personal training manager in person on Sep 7th. When I explained to him what happened, and that my account was supposed to be cancelled, he sent me a text message from my trainer saying he has evidence that I agreed to a freeze. Again, under the assumption my contract is fulfilled and I should not have to continue to pay when I havent even heard from my PT for 2 months. PT Manager mentioned I had to pay an extra $86 to cancelling which is not true. Super Scammed by them. ** manager said he would not refund me the $86 from Aug 30th, and moreover, he would not agree to cancel my PT sessions until after the Sep 13th payment is made. A business CANNOT CONTINUE TO CHARGE FOR SERVICES NOT RENDERED, IT IS ILLEGAL! I said no to this and mentioned I would be contacting corporate headquarters. Furthermore, I need to cancel my monthly membership and want to ensure I am not charged any hidden fees for additional months of membership. My last payment should be for September 2024. I need a permanent cancel for both PT and monthly memberships and a full refund ****.

  Business Response

  Date: 09/24/2024

  **** (District Manager) made sure that we got in touch with ****** to understand her concerns.  Leaving that call, we are going to submit a refund for her unused sessions.  

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22256719
  
  I am rejecting this response because: Hi ****, I just reviewed my bank statement. There are 3 more charges applied from the cancelled PT sessions (they were  never used). I mentioned previously my account should have been canceled, and it looks like I am being charged for the cancellation and for an additional two sessions on Sep 13th (that were never used). I also have the agreement showing my balance is $0, but continue to be charged.  Please make sure there is a stop to all future charges as well. 
  

  There is now a remaining balance of $258 that I will need a refund for. My account has been fully canceled. 
  

  I appreciate your understanding. 
  
  Sincerely,
  ****** ****

  Business Response

  Date: 09/30/2024

  **** (District Manager) reached out today and informed ****** that her PT agreement is fully canceled and there is a refund being processed for the $258 mentioned above.  

  Customer Answer

  Date: 10/02/2024

   
  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:06/21/2024

  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 went in on 6/12/2024 to cancel my training membership. On my pdf it STATES effective on 6/12, next billing date was the 21st, if you count that day to the 21st that is 10 days. I shouldve never been charged for training that I did not receive. I want a full refund of $96.00 to be credited back to my account. I work two jobs now and have zero time to go in and cancel when my trainer leaves at 730pm everyday and I dont get off till midnight. If you dont give me my money back I will be disputing this charge through my bank and making sure everyone I know cancels their Crunch membership.

  Business Response

  Date: 06/21/2024

  After reviewing ******* account, she is correct.  The notice given was on **** 12th with her upcoming invoice scheduled for **** 21st.  Including the 12th, ***** is correct that the 21st would be the 10th day.  The policy, however, is that all payments schedule within that 10 day period are owed before cancelation will be processed.  In this case, the 21st was the 10th day and ***** was responsible for that payment.  If she would like further clarification, we would be glad to assist in club to show her the clause in her agreement and/or help to schedule her remaining sessions.

• Initial Complaint

  Date:06/07/2024

  Type:Order 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.

  Like to know why I am paying ***** for membership when other Members are paying ***** and Club still selling memberships for 9.99 when ask club manager tell me all membership are going up but I been paying ***** now for 5 months other members paying *****

  Business Response

  Date: 06/08/2024

  Hi ******,

  Effective February of this year (2024), we sent out email correspondence encouraging all of our members to switch over to automatic checking withdrawal (ACH billing) as a more secure and safer payment method.  For making the switch, we were able to remove a $2.25 processing charge that accompanied each invoice in 2024 (passed through via the billing company).  For our members who updated to ACH, they are still paying the $9.99 plus tax.  Those that remained on a credit or debit card, incurred the addition of the $2.25 processing fee (applies here in your situation).  Our rates are not going up, apologize for the misinformation given at the club level during the referenced visit-- you still have the $9.99 rate.  Hope this helps.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21816749
  
  I am rejecting this response because: I've been trying to resolve this for over 3 months.And I kept on being told by the girl at the front desk.That everybody's rates's gonna be coming up I have no problem with this policy but how do I change my payment Method to where I don't have to pay that fee and also looking for  refund for the fee Being that I never received any notification.and  being That i've been trying to resolve this 3 months Is kept on being told.Everybody's rates are going up
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/14/2024

  **********************,

  I will have the General Manager reach out to you via phone to help update your account to ACH billing.  Once that step is completed, I will have the processing fee removed from your account, bringing your monthly invoice down to $10.74 per month.  If you have any other questions/concerns, please let us know in that phone call and we will help tackle those asap!

  Customer Answer

  Date: 06/17/2024

   
  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:03/11/2024

  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 attempted to cancel my account in november and they are still charging me.my office manager wrote to them to cancel. my office staff went to the facility to cancel.my office manager spoke to 3 or 4 different people and told them we were cancelling account.I physically went in and cancelled account . They are still charging my credit card and I want all the money returned because of the cancelllation.This corrupt company is giving their patrons the run around and the Dishonesty is Amazing

  Business Response

  Date: 03/11/2024

  After speaking with your local facility, We apologize for the trouble and we have closed your account effective immediately dated 3/11/24  

  Customer Answer

  Date: 03/16/2024

   
  Complaint: 21411926
  
  I am rejecting this response because:

  my office contacted Crunch November 27 2023 and told them we were cancelling the account. We did exactly what we were told and until the third time someone went to a Crunch gym physically was the account cancelled cy **********************. We have many emails to back up this information

  we want all of the monies returned to My Credit Card (from the time we contacted the gym November 27, 2023 until March when the account was finally terminated after speaking to many Managers and upper levels in the company and coming in to the gym on 3 separate occasions and Finally getting them to acknowledge our many, many requests.

  I am not satisfied with the current result....

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