Complaints

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

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  Crunch Hillsborough

  4340 W Hillsborough Ave Tampa, FL 33614-5560

• 

  Crunch Hillsborough

  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:02/26/2025

  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.

  On 02/03/2025 at the crunch fitness -address :******************************************************************************************************************. I was injured on my lower back due to nail sticking out of their wall. their negligence and lack of maintenance caused the injury. After reporting the indecent I have not received any follow up calls, even after several attempts.

  Business Response

  Date: 03/03/2025

  The incident report was escalated internally and has been reviewed by our HR personnel.  Their initial conclusion is one of no liability for the accident which you described in the incident report.  See attached for a section of the liability waiver, which all members sign when first joining.  To summarize it simpler-- users also must assume responsibility for failing to inspect equipment (or wall) before use and injuring themselves.  

• Initial Complaint

  Date:02/03/2025

  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.

  They took money from me two times that was not supposed to be taken out of my account and each time have a different excuse of how the mistake was made. I never got my money back the first time as they said they couldnt give it to me. The second time I am waiting now a month and still no refund. I even have a signed document stating cancelled contract and refund of my $438. I almost became homeless because of this and now Im facing possible legal action. I need my funds returned but somehow they have no update of the request was confirmed pending an ***. I physically have had to drive there just to get to talk to someone as the mgr does hold to his word to contact me.

  Business Response

  Date: 02/04/2025

  Refund for payment questioned is being processed.  ***** (District Manager) will be reaching out to inform the client.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22882374
  
  I am rejecting this response because: no one has contacted me by phone or email still at this time with an update on the refund or an *** from ***, the billing company. I need to know when I will be contacted as I have been brushed off multiple times and not given a communication or update. Sorry but I have trust issues and believe this will continue to drag on the resolution. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/06/2025

  Good afternoon, 

  We have processed a refund for $438 and communicated this to the member directly. 

  Thank you

• Initial Complaint

  Date:01/30/2025

  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.

  Hello, My Name is ******* ******, Membership number *********. Im filling this complaint with Crunch fitness located on Hillsborough ave in ********, I wanted to cancel my membership on November 29th 2024 due to me moving out of state, They said I have to come in person to cancel my membership. When I informed them that I have moved states and will not be able to show up in person they informed me to write them a letter to a P.O. Box describing my intentions to cancel my membership. I wrote the letter and sent it out. never heard back from them. Paid my November bill on the 30th and assumed thats that. January 20th came about and I was getting phone calls stating I need to pay my December bill of $29.11. I called the Hillsborough gym asking what this was about and was told I had to give them a notice to leave the gym before the next billing cycle and when I told them I tried and sent the letter out I was met with no solutions other than to pay my December and January bills than I could cancel my membership. I informed them I tried canceling on November 29th and never heard back from them. I was met with more I dont know *** but you need to pay these bills or well keep your account active and charge you 2 more months then send it to a collection agency ($116.44) will be the total of those 4months(December,January,February and March). Im being strong armed here and after reviewing other complaints regarding the same topic Im not sure how they are still able to operate the way they do. Im at a loss here and need some answers at least. The photos Ive included show my payment on November 30th 2024 and an email from January 28th showing my account still active.Thank you

  Business Response

  Date: 02/03/2025

  We have processed the members cancelation request with no balance owed. 

• Initial Complaint

  Date:01/13/2025

  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.

  I was a member of Crunch for multiple years and recently returned to Crunch Hillsborough and accepted an initial free training course with ******* *****. He did not meet with me and instead told me to meet with someone else. I initially signed up for ongoing training lessons with **** (although ******* himself entered all of my information into the system.) At this point he was only extremely rude and pushy, which was unusual in a usually upbeat environment, but not more than that. After going to my first training session, **** never reconnected to schedule further sessions, and I ended up canceling due to that reason and scheduling conflicts. Since canceling, and despite getting confirmation from **** that I would no longer be doing the personal training sessions, ******* ***** has been simultaneously charging both of the cards that Crunch has on file for me for multiple training sessions and has been signing me up for gym classes in the early mornings which I was not aware of. The email stated that I am signing up with ******* when I have never spoken with him after my first session with **** when he entered my credit card information into the Crunch computer system. I emailed management and received four or five back-to-back phone calls from ******* both on his personal number and the Crunch main number without leaving any voicemails. I do not wish to speak to him as he is clearly stealing peoples information and scamming them out of money by using their credit card information for his own personal gain. This has been very disappointing and caused me to end my membership with the gym completely. Unsure of how to proceed because every time I try to reach out to the gym, ******* intercepts the phone calls and emails, so I never hear back from anyone else. The last charges were made around December 31 and I was not even in town at the time that the classes would be taking place.

  Business Response

  Date: 01/16/2025

  We canceled out the program, stopped the pending payment, and are returning the previous payment.  *****, District Manager, is also investigating the behaviors shared in the initial message (pertaining to *******)

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22795534
  
  I am rejecting this response only because the cards on file have had to be closed due to the additional charges being billed without permission. Since the cards billed are no longer active, will Crunch offer reimbursement via check? 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/21/2025

  ***** (District Manager) is looking into the status of the refund and will be in touch concerning next steps.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22795534
  
  I am rejecting this response because:

   

  Awaiting response from Crunch on reimbursement.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/06/2025

  Good morning,

  Our District Personal Training Manager has attempted to contact the member on numerous occasions over the last week without success. 

  Please let us know a good time that we can contact you to address the concerns listed. Until then there will not be any adjustments to the account. 

  Thank you

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22795534
  
  I am rejecting this response because::

   I do not wish to engage with Crunch directly, as the only voicemail I have received from a **** was condescending, filled with his chuckling and taunting me about reading what I had signed.I do read, very well, and was purposely mislead. He implied that I foolishly agreed to never cancel my membership. In fact, before that, via text I was told I CANNOT cancel after joining, which is untrue. They are still actively trying to charge my credit cards even though this is all going on, and any attempt to cancel has been an issue. Will we need to involve litigation at this point? They are doing this to many people and Im sure profiting greatly from lies. Services were NEVER RENDERED besides the first free meeting, and I demand reimbursement or will have to involve legal assistance to pursue the funds, as well as already being in contact with a media source who is happy to write a news story about this specific Crunch and their terrible business practices. These men should be fired for hiding behind a corporate entity and stealing from clients.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/17/2025

  Refund was just processed again for 3 payments.  Turnaround time is typically 7-10 business days.  Please let us know if not received within that time frame.  

• Initial Complaint

  Date:12/09/2024

  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 gym membership with Crunch Fitness on W. Hillsborough Ave when they were running the $1 promo deal. I signed up for the membership in September 2024 - I attempted to cancel the membership in November, but the staff informed me that I could not cancel within the first 90 days and that I would have to wait until Dec. 3, 2024 to cancel. On Dec. 5, 2024, I called Crunch Fitness in the evening after 6pm to confirm that I would be cancelling my membership and would come in person and do it. The next day, they charged me a $45 membership fee for fees they're claiming are for Jan. 2025. I went into the Crunch Fitness on W. Hillsborough Ave in person on 12/6/2024 around 7pm and spoke to an employee named ****. He told me I could not cancel my membership even though I should be out of the 90 day window and they already charged me $45 that same day. I think this business is scamming people and they are refusing to allow me to cancel my membership and get my money back. I would like to cancel my membership at this gym effective immediately and be done with them, I do not want to be charged for Jan. 2025 and want to have the membership cancelled ****.

  Business Response

  Date: 12/09/2024

  Cancelled without any further payments collected-- sorry for the unnecessary back and forth-- staff has been addressed/coached.

  Customer Answer

  Date: 12/10/2024

   
  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,
  
  ****** Northern

• Initial Complaint

  Date:11/04/2024

  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.

  Better Business Bureau,I am filing this complaint against Crunch Hillsborough Fitness Center regarding their refusal to honor my cancellation request and continued billing, which I believe to be in direct violation of FTC regulations.FTC Report Number: ********* On May 7th, 2024, I followed all required steps to cancel my membership with Crunch Hillsborough. I reached out via email to both ***** ********* (saec@crfitness) and Uche ********************** as instructed. Despite my request for cancellation, Crunch Hillsborough continued to bill my account in the months following.When I tried to follow up on the cancellation, I explained that I was no longer near the physical location and thus unable to continue my membership. Crunch Hillsborough failed to process the cancellation and instead kept my account active. Following this, they sent my account to collections, impacting my financial *********** addition to their refusal to cancel, I would like to reference the ************************* new Click-to-Cancel rule. This regulation mandates that companies must make it as straightforward to cancel a subscription as it is to sign up. Crunch Hillsboroughs lack of a transparent, accessible cancellation process has added undue hardship and frustration. This practice does not align with **** consumer protection guidelines and should be addressed.The outcome I seek is a complete cancellation of my account, a refund of any charges billed after my cancellation request on May 7th, 2024, and a full reversal of any collections activity associated with this account.Thank you for your attention to this matter. I look forward to a prompt and fair resolution.Sincerely,****** ***** ***************************

  Business Response

  Date: 11/27/2024

  Balance has been cleared and membership canceled out.  No refund necessary as no bills were taken post cancel date.

• Initial Complaint

  Date:10/02/2024

  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.

  Crunch Fitness continues to charge me for personal training sessions after repeated attempts to cancel. They have not fulfilled my original training agreement and continuously attempt to charge me for future sessions. They have sent my account to a collection agency. Despite being assured that I will no longer be charged, the management continues to try and debit my credit card.

  Business Response

  Date: 11/02/2024

  ***** (District Manager) and **** (Personal Training Manager) have communicated with **** about his account.  He has one invoice that needs to be resolved, but after being shared options to resolve, **** chose not to engage with the needed steps.  If we can be of further help, we are available and willing to work with ****.

• Initial Complaint

  Date:07/23/2024

  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.

  *****, ** ***** Phone: ************ Email: ******************* Date: July 22, 2024 Crunch Fitness *************************************** *********************************** Phone: ************** Re: Dispute of Overdue Balance and Membership Cancellation Dear Sir/Madam,I am writing to dispute an overdue balance of $92.10 on my Crunch Fitness account at ***************************************************************************. I request immediate membership cancellation and resolution of the following:1.Unauthorized Charges: My month-to-month plan at $15.99 per month permits cancellation without extra fees. Despite my intent to cancel before the annual fee, I was charged $92.10, contrary to my membership terms.2.Terms Discrepancy: The provided terms and those on your website did not mention a 90-day cancellation clause. The May 14, 2024, email I received referred to tanning room terms, not my membership plan. My agreement allows cancellation before the fifth business day.3.Cancellation Failure: Attempts to cancel at the branch and with the manager failed, leading to unauthorized charges and additional bank fees.Requested Actions:1.Immediate cancellation of my membership without further charges or penalties.2.Refund of the $92.10 overdue balance.3.Resolution of any bank fees or additional charges caused by these unauthorized fees.I have attached the May 14, 2024, email showing misleading information. If this issue is not resolved within 15 days, I will seek legal action and file complaints with relevant agencies.Thank you for addressing this matter promptly.Sincerely,*********************

  Business Response

  Date: 07/23/2024

  This account was forwarded to us by Crunch Corporate.  Membership is canceled out and refund was issued.

• Initial Complaint

  Date:04/22/2024

  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.

  I called and went in person to cancel my membership in Sept of 2023. To date my membership has not been cancelled. Notice to Cease and Desist Date: April 22, 2024 Re: Breach of Contract , Contract Not Cancelled, Billed Outside of Cancellation Request TO: Crunch Fitness Hillsborough, Crunch Fitness 4340 W Hillsborough ********************* ************* Please consider this letter a formal notification that you are to CEASE AND DESIST from any further contractual agreement, and all future charges. The Membership Contract which was breached or violated by Crunch Fitness Hillsborough, Crunch Fitness Owners and Agents. If Crunch Fitness Hillsborough, Crunch Fitness Owners and Agents do not cease the above-referenced breach or violation, a lawsuit will be filed against Crunch Fitness Hillsborough, Crunch Fitness Owners and Agents. If forced to commence a lawsuit in order to address these intentionally disruptive and damaging actions, be advised that recovery of all attorneys fees and cost incurred herein as a result.While I certainly hope this is not necessary, I am prepared to pursue whatever avenues are necessary to ensure no further charges to any bank account, debit card, credit card, and or credit records. If you do not cease violating the contractual agreement, and HIPPA Law a lawsuit will be commences immediately. Sincerely, *********************** ********************************************************

  Business Response

  Date: 05/06/2024

  Membership has been canceled out at customer's request.

• Initial Complaint

  Date:04/02/2024

  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.

  I have been in communication with this branch for multiple months now trying to cancel my membership. They were unwilling to accommodate due to my need to enter one of there locations even after I notified them that I was unable to due to medical reasons. They require me to send a letter to their corporate office which they now claim never arrived. The ** at this location is rude, unprofessional and truly embodies everything wrong with the entrapment that this company consistently lures their costumers with. It should never be this difficult for a costumer to cancel a membership.

  Business Response

  Date: 04/03/2024

  Good morning ******,

   

  I'm very sorry to here about your medical situation. I work in our ************ and have closed your account with no further billing. I wanted to clarify why we ask our members to come in person to CXL. It is a signed legal reoccurring agreement we ask for a signature to close the account just like you need one to open a membership. This protects both us as a company and you as a member. Sending a singed letter is another way for us to do so and we ask that it is certified that way your identity is verified. 

  As I said I have closed your account and want to say thank you for being a member with us and we hope you are recovering/healing strongly and would love to one day have you back as a member.