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Business Profile

Fitness Center

Crunch Fitness

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

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

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Crunch Fitness has 7 locations, listed below.

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    Customer Complaints Summary

    • 25 total complaints in the last 3 years.
    • 14 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/11/2025

      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’ve been a member of Crunch Fitness in ******** ** since 2022 and utilize their personal training program. This allows me to purchase training session blocks (in groups of 4) as needed or automatically. Though I had selected manual purchases, they enrolled me in automatic but this was not a major issue. However, in mid-May 2024 I had a heart issue and requested to temporarily pause my membership and training purchases. After noticing charges for training again, my husband and I went in and asked again that these charges be paused around May 30th. I returned to the gym on July 15th and specifically told them I did not want to pay for more sessions since I had training sessions that I wanted to use up. Over the next several months I was charged 10 times (40 sessions) at $160 per charge totaling $1,600. These were unauthorized charges. I did not notice these charges as they came in because I was preparing for a kidney transplant. I was back to training and thought I was using up my accrued sessions. After receiving my transplant, I looked at my credit card and realized I was charged the unauthorized $1,600 in training fees. When I returned to the gym, they would only credit 3 of the charges totaling $480. Even after that, I saw on January 17, 2025 that they were still auto charging me for training sessions even though the training manager Kyle had told me (more than once) that they had stopped. It has been my intension to leave this gym and go to a different trainer however I have had to stay while working through these unauthorized charges. I still have 14 training sessions that they refuse to refund. I have 1 more scheduled session this week but want to be reimbursed for the remaining 13 sessions totaling $520 since these charges were never authorized to begin with and not stopped despite repeated requests.

      Business Response

      Date: 02/13/2025

      Thanks for reaching out.  We have tried multiple time to reach ******* in an attempt to resolve the issue with no luck.  

      Customer Answer

      Date: 02/13/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      I have been in contact with Kyle C**** (who has recently been let go) several times this year about this issue. Since Kyle was let go, I have been in contact several times (via text and face to face) with Robby E******* about this issue. In addition, I have spoken to Shelby at Crunch ******* about this issue.
       
      I welcome a direct phone call (###-###-####) from anyone at Crunch that can resolve this issue.



      Regards,

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

      Business Response

      Date: 02/19/2025

      Our understanding is that you have been contacted by our brand representatives and this case has come to a resolution.  If this is not the case, please let us know.

      Customer Answer

      Date: 02/26/2025

      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. My sincere thanks to Mr. E*******.

      Regards,

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

    • Initial Complaint

      Date:01/31/2025

      Type:Billing 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 signed up with Crunch fitness and personal training. To improve my life but since working with this company I have had serveral issues. I have a never gotten a call back from the manager. I get no notification before anything is pulled out of my account and it is supposed to be by weekly but they are pulling the full amount.

      Business Response

      Date: 02/03/2025

      Thank you for reaching out and allowing us to assist. Our Personal Training Manager for CRUNCH ******* is in the process of reaching out to ******** directly to resolve the issue at hand.

    • Initial Complaint

      Date:12/05/2024

      Type:Billing 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.
      We are still getting billed for personal training sessions despite not even being a member anymore. We've tried to resolve the issue 3 times now but we keep getting billed. Despite being told that personal training not only DOESNT renew the membership after 3 months, even though it did, and as said before, still being billed despite being told that they fixed the issue.

      Business Response

      Date: 12/08/2024

      Hi ******, 

      Our recurring PT agreements are all month to month with an initial 3-month commitment.  Happy to send you your agreement and jump on a call to review.  Just reach me at ************************** ~ Joel

    • Initial Complaint

      Date:10/23/2024

      Type:Order 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 am active duty military and was home from deployment for 2-weeks. I went into Crunch Fitness and asked if they had any free trials. I told them I was only home for 2-weeks and would be gone again out of state. They said they had a free 2-week trial. They told me I’d have to sign a contract and that they would waive the enrollment fee and annual fee since I was active duty. They said “we do this all the time”. They also said I could call or email to cancel. I didn't want to sign a contract but when they promised the fees would be waived and I wouldn’t have to pay anything, I signed, believing what the sales person said. I emailed a cancellation on 9/8/24. I was told by M** G*******, the General Manager that she couldn’t cancel my membership from an email. I’d need to come in. I explained the situation and what was communicated to me. She said i could send one of my parents in to cancel in person. She also said she would waive that months monthly fee (in writing, I have the email). My mom came in to cancel. She emailed M** and asked her to waive the fee. M** said she couldn’t. I was charged 2 monthly fees after that, and an annual fee. My mom asked her to issue a credit, honoring their promise. They wouldn’t. A dispute was filed with my bank for the monthly charges and annual fee. Crunch submitted another monthly and annual fee charge. A dispute was filed with my bank for that as well. My mom contacted M** about both charges. M** did cancel the pending monthly charge. M** said her boss would be contacting me over 3-weeks ago. I have not been contacted. Crunch is aware the charges are being disputed and instead of working with my bank and addressing this, they keep stacking additional charges. I’m disputing are $187.54.

    • Initial Complaint

      Date:10/22/2024

      Type:Order 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.
      was told i still have to go to the gym to cancel my membership even if i couldnt make it there. They said the charge will go through not matter what and they cant stop it. they dont have a better option to cancel your membership

    • Initial Complaint

      Date:10/14/2024

      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.
      Jem wellness brands owns and operates a few Crunch in the ********** country. Their ****** ******* location have closed and the business REFUSES to cancel memberships. No where in the contract I signed did it say if the business shuts down, the membership continues and will be transferred to another gym. I never received an email saying they are closing their business down, and the continue to charge me. I have sent a few emails, but they say since I didn't have their most expensive membership they will not cancel unless I pay for the rest of the year. I explained I cannot even get to their other locations, and they continue to disregard this. Never, ever, give your business to Jem Wellness, a bunch of thieves !

    • Initial Complaint

      Date:09/29/2024

      Type:Order 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 to cancel the membership in August and was told that it would be cancelled no problem. I went back in September and was assured by the general manager they would cancel it since there was an issue before. The general manager took a photo of my ID and told me it would be completed. I am not getting calls from the gym that I am late on monthly payments and that it is not in any way cancelled and they won’t cancel it until I pay my monthly fees when I went in to cancel it before the date in which it would have been due.

    • Initial Complaint

      Date:09/18/2024

      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.
      They offered a promotion about joining for 9.99 a month with no contract. I cancelled, yet they continued to charge me stating that in the "contract" I was obligated to pay a year. When asked if they could email me a copy of the contract they never did. They engage in deceitful practices.

    • Initial Complaint

      Date:09/16/2024

      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.
      Subject: Unfair Billing Practices – Crunch Fitness In 2020, I paused my Crunch Fitness membership during the COVID-19 quarantine. I never returned to the gym and received no notice about my membership being reinstated. For two years, there were no charges or communications from Crunch Fitness. Then in 2024, I was suddenly charged $161 without warning. I contacted the gym and was told it was a mistake, and the charge was retracted. Shortly after, I was billed another $100, despite no notification or agreement on my end. When I reached out again, Crunch Fitness told me I had to pay the $161 to stop future charges. I felt forced to pay this amount just to prevent further unauthorized charges. This entire situation feels extremely unfair. Crunch Fitness failed to communicate the status of my membership, and I was unexpectedly billed after years of inactivity. Desired Outcome: I would like a refund of the $161, my membership fully canceled, and assurance that no more charges will be applied to my account. Sincerely, ** ***

    • Initial Complaint

      Date:09/05/2024

      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 cancelled my membership with this location prior to graduating from ***** High School in 2020 and was told by the representative at the time that it was closed. I received an email on 8/27/24 stating that my account balance was $147.67 overdue and that my account would be sent to collections if I did not pay. I then reached out to the store and they said that it was likely a mistake and that they would call me back the next day to let me know. They did not call me back. I received another email on 9/4/2024 stating that my balance is now $102.67. I called back in and spoke with the manager of this location and he claims that my account was "frozen" when I originally tried to close it and that it recently reopened in July and that is why I owe the 102.67. I have lived in ******* ******** since 6/19/24, so clearly there is no reason for me to have reopened my account and when I called and tried to explain my situation, the manager told me that my only options would be to pay the fee or kill my credit score. I also received no emails, texts, calls, or letters in the mail over those four years letting me know that my account was going to be reactivated. I am going to go ahead and pay the $102.67 simply because I do not want my credit score to go down. However, this has got to be some sort of fraud to go ahead and reopen an account and begin charging fees without the accountholder's permission. Not sure if this helps any of you but my agreement# with them is #*********.

    Crunch Fitness is NOT a BBB Accredited Business.

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