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Resources for Businesses

My Home Location

Cheney, KS, USA

My BBB

BBB of Midwest Plains
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Business Profile

Fitness Center

Crunch Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/25/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 December 23rd 2024 I paid for what I thought was a one time pass to Crunch Fitness at ************ while on a vacation. Later on I realized I had in fact started a membership unknowingly. I have attempted to contact Crunch to no avail as it is not even clear as to where exactly I am supposed to contact to deal with this. The balance of $227.95 on my account at this point is certainly not an amount I should have to pay and should be removed.

  • Initial Complaint

    Date:02/23/2025

    Type:Order Issues
    Status:
    Answered
    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 previously signed up with Crunch Fitness for the personal training program within the location. This occurred I believe in September. At the time I was unaware that I was going to be moving to ******* for work. Upon signing up I asked the fitness training manager, *****, would there be any way that I would be able to move my personal training sessions to ********** where my job was moving me to, He instructed me that I would not be able to because that was under another franchise group. He also shared with me that due to the contract agreement that I would be responsible for the sessions for a minimum of 3 months to satisfy the contract. Although I was not going to be able to use the services, I signed up for the plan so I paid out the 3 month agreement. After satisfying my portion, I called the location and cancelled the plan due to my lack of being able to use the service. I was told everything was complete and there was nothing else needed to do. On 1/31 my card was charged an additional $86 for more training sessions. I immediately called the location as this was an error and spoke with the personal training team where they said that there was an error with the 3rd party processing group and that they would submit a refund and close the personal training portion and I would see the funds in 8 to 15 days. Fast forward to 2/20 where I call the site and have a conversation with ***** *. who states he is the General Manager of the location. I asked him very simply what was the status of the refund, He immediately said that I was being confrontational with him which was completely and utterly false. However, I slowed down and shared with him all previous phone calls and encounters with this and the fact that not only am I out of the $86 that was an unauthorized charge from Crunch but also the over $500 in charges from the sessions I couldn't use. He was completely rude and did not assist and even lied. I would like to speak with someone and be refunded my charges.

    Business Response

    Date: 03/10/2025

    ******* (PT District Manager) made a few attempts to reach the client in question.  Voicemail was left recapping that a refund was headed to the member.  Typical processing time is 7-10 business days (varies by bank).  Thanks.

  • Initial Complaint

    Date:12/13/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    In fall of 2023 I began a membership with Crunch fitness **********. I was relatively satisfied with the services until summer of 2024. During this summer I have visited, called, and used the Crunch app to attempt to cancel. Each time there is some issue that precludes cancellation. This has led to me being charged for another annual fee, for a year I never intended to use. I believe Crunch is systematically and intentionally ignoring cancellation requests to obtain annual fees that were never earned by the Company, equating to something between negligence and fraud.

  • Initial Complaint

    Date:09/30/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 never requested membership. Once I realized I was being charged, I contacted the gym near me to request a signed copy of the agreement. They emailed me a copy that DOES NOT have my signature! I requested that the membership be canceled in July 2024 and was willing to just eat whatever cost. SEPTEMBER 28, 2024, I checked my bank account and realized they are STILL CHARGING ME A MONTHLY FEE! THEY CHARGED ME ON SEPTEMBER 28, 2024. I sent ANOTHER email, which their cancelation policy CLEARLY states to do. I called today, SEPTEMBER 30Th to be sure they got my email, and ******* told me, "Technically we can't cancel your account via email or over the phone, you have to send a certified letter to PO BOX 3650, ******* FL". WHAT DO YOU MEAN "TECHNICALLY.." WHEN YOUR POLICY THAT YOU EMAILED ME IN JULY CLEARLY STATES THE POLICY! She said she checked with another manager who told her that ALTHOUGH they JUST charged me a monthly fee TWO DAYS AGO, they would STILL HAVE TO CHARGE ME ANOTHER 30 DAYS because I called today!!! THIS IS CONSUMER ABUSE!!! I NEVER STEPPED FOOT INTO THEIR FACILITY TO USE ANYTHING! THEY CHARGED ME $33 FOR MAY, JUNE, JULY, AUGUST, AND SEPTEMBER ANNND AN ANNUAL FEE OF $60!!! FRAUD!!!! CANCEL THIS ACCOUNT NOW!!!

  • Initial Complaint

    Date:09/12/2024

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I canceled my crunch membership at the end of April ***************************************************************************** with, but each month after May 2024 i have been getting charged $43.00 which is even higher than the $9.99 i paying when i was subscribed, Ive called serval times to have this matter resolved but each time the **** say that they dont see any charges on their end, the next step for me would be legal recourse.

    Business Response

    Date: 09/26/2024

    The PT program has been deactivated and refund request submitted backdated to the date of the membership cancel request.  Refunds take 5-7 business days to process, please reach back out to the club if you haven't received the refund by October 7th (at the latest).  Sorry for the delay in response.

    Customer Answer

    Date: 09/27/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:08/07/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    In 2023 I developed a spinal issue that prevented me from almost all physical activity. Crunch Fitness was contacted to notify them that my membership would need to be canceled, and that I was unable to come to the location in person due to medical reasons. Assurances were made this would be handled, and billing for the remaining thirty days was expected.However, no cancelation ever occured, and now there is a balance on my account. Further attempts to cancel the membership have been met with a requirement to pay this new balance before they will even consider cancelation - meaning they will continue adding to that balance each month despite the membership being neither desired nor used. I learned that the previous management of this location was notorious for having customer problems, hence their personnel overhaul earlier this year. The new management is not surprised that my account wasn't previously canceled, but is unable to perform any helpful actions despite knowing that mistakes were made by Crunch Fitness. Attempts to contact the corporate office are met with unmonitored phone lines.I'm seeking to have the account balance removed and my membership actually canceled. No business should ever treat its clients this way.

  • Initial Complaint

    Date:07/26/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    *2/13/24, 3/13/24, 4/13/24, 5/13/24, 6/13/24, 7/13/24 *$57/month for a total of $342 *Monthly Personal training sessions *Services not rendered. I was under the impression I was only signing up for 3 sessions. Nothing was communicated to me at time of commitment that after the 3 months it renewed month to month. I have been getting charged 1x per month that I had no idea was happening. No one from the club attempted to reach out and try and schedule a session. I had not heard even from my trainer. A rep from the club stated that my trainer quit and did not inform any clients nor did the club attempt to reach out after he quit. I was even charged after I went into the physical location to cancel my membership. There was nothing stated to make me aware of the additional fee I was paying unknowingly. *The said they would only refund for the charges after my cancellation date. *I feel like this is unbelievably predatory. I paid for a service albeit unknowingly and they refuse to either refund me or provide training sessions to make good.* I have attached a photo of a text thread with my trainer. Last point of contact was 1/11

  • Initial Complaint

    Date:07/14/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 has consistently tried to charge me $100 per personal training services. I have not had services in over 90 days. Their policy is to cancel within 30 days within a 90 day commitment my 90 commitment ended a long time ago.

  • Initial Complaint

    Date:07/12/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    * Date of Transaction: NOV.2022 - JUNE 26, 2024 * Total Amount: $639.60 * October 25,2022 * Nature of the dispute: I was charged for two account from the opening date of the ************. I signed up in the Crunch fitness Promo tailor, and they made a mistake. The mistake was noticed and should have been fix the in Oct. 2 weeks before the open. I received 1 gym card and was told every thing was fixed. I canceled my gym membership in April and noticed i was still getting Charged $31.98 on 6/26/24. So I called the Gym found out I had two account, so i stopped by the gym to speak to the manager. The manager reached out to the his managers, and he told he will reach out to me Friday 6/27/24 or Monday 7/1/24. It's been 23 days and i haven't heard back from the manger and I stopped by 7/5/24 & 7/12/2024 and I haven't seen him since 6/27/24. Please help me.

  • Initial Complaint

    Date:05/15/2024

    Type:Product Issues
    Status:
    Unanswered
    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 into Crunch Fitness in April of 2023 in person to cancel my membership as required. A couple of months later I received emails from them to pay my membership fees and I called to clear it up. I was told at that time they saw my cancellation in the computer but it had not been sent to the back office and the manager on the phone said he took care of it. Next thing I know ** receiving collection emails from ****** & associates. I have continued to forward these to the email (no phone number available) to the back office email I was given to correct their records and I receive no response. Just monthly collection emails.

Crunch Fitness is NOT a BBB Accredited Business.

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