Complaints

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:03/12/2025

  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.

  Crunch Fitness Ballantyne engages in deceptive business practices by failing to properly process membership cancellations and attempting to collect additional, unwarranted fees.I requested to cancel my membership and paid the required $94.48 cancellation fee. I received written confirmation that my account had been canceled. However, despite this, Crunch Fitness continued to claim that I owed an outstanding balance.Since my cancellation, I have repeatedly contacted Crunch Fitness to resolve this issue. I provided proof of payment and the confirmation of cancellation from their team. Despite multiple follow-ups, they ignored my requests and failed to respond. Due to their failure to honor the cancellation, I have been forced to dispute the charge with my credit card provider.Crunch Fitness appears to have a pattern of making it intentionally difficult for members to cancel, continuing to charge them despite confirming cancellation, and then refusing to communicate when questioned. This is an unfair and deceptive business practice.I am filing this complaint because I want Crunch Fitness to immediately remove any outstanding balance, provide written confirmation that my account is fully canceled with a $0 balance, and review their cancellation policies to prevent other customers from being misled.If this issue is not resolved, I will escalate it further with additional consumer protection agencies. This type of predatory billing practice should not be allowed to continue.

• Initial Complaint

  Date:01/13/2025

  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 usually get charged for regular monthly fees on the 13th of the month. Early December I had to replace my credit card and forgot to inform the gym when my December membership hit. Upon a visit on 12/19 I provided the update info and was charged my usual $12.25 membership fee on that day. Since then I have seen two charges on my credit card from Crunch Ballantine that I did not authorize- 12/30 in the amount of $29.99 and 12/31 in the amount of $4.83. When discussing with the manager of the gym on 12/31 he claims that he can't even see the charges in my account and has no clue what they are. He said he would have someone higher up look into it and call me back but that has never happened (it is now 1/13). Why am I being charged fraudulent charges? Secondly, upon being charged my membership fee today for the month of January I was charged $33.24. Called the gym today asking why it was so much and was told that "membership fees went up to $16.99 Jan 1 and I was also charged a late fee". I was never informed of an increase in membership fee AND why am I being charged a late fee when it is being deducted from account on time? She had no answer to the late fee and said, "you can request a decrease back to the original fee if you come in." What the heck? You increase me fee with out telling me and then say the original fee is still available? I've been a member here for years (I was part of the group that came over from Fitness Connection). These shady practices need to stop. I deserve an explanation of the fraudulent charges above as well as a refund in the amount of $29.99+$4.83+$20.99= $55.81 that I have been scammed out of. (The $20.99 I've calculated by subtracting my usual $12.25 fee from the $33.24 that I was charged on 1/13). I should also mention that trying to call the club and talk to a person is insanely difficult which just adds to the frustration and distaste.

• Initial Complaint

  Date:10/17/2024

  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.

  Below are the details of my conversation with the General manager of this gym, as well as the email word for word I sent. They had called for my bank account information, despite already having access to both my card and bank account. I was provided with false information by staff, and based on other reviews, I am not the only one this has happened to. This is predatory business practice as they lie about pricing and cancellation policies. I was told I would receive 3 days free, not that I had three days to cancel. The GMs name is **** ************* summarize our conversation today, I received a phone call informing me that the team member who signed me up on October 7th put in my financial information incorrectly, causing a billing issue. Instead of putting in my bank information, he put my card information despite me already being charged $32.24 one day ago.I requested to cancel my membership as I had just signed up 10 days ago and only attended once. It was very busy both times I went in, and Id prefer somewhere not as crowded. As I explained, my mother was recently diagnosed with Stage 4 lung and brain cancer, which has also effected my schedule attending to her needs.I will not give you any of her medical records as you had mentioned, as that is not mine to share per HIPPA laws and regulations.I was told the incorrect price of what the annual fee would be, and was never told I had a 3 day window to cancel, otherwise it would be a 90 day commitment.I do not want to attend or pay for this, I am greatly disappointed that the team member was not more forthcoming and told me this upon signing up. Had he informed me, I would have not committed to this membership.

  Business Response

  Date: 11/04/2024

  This issue has been resolved with ******** ****** as of 10/31/2024. 

• Initial Complaint

  Date:09/08/2024

  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.

  Cancelling personal training services over two months ago, and after multiple conversations they continue to draft our account.

  Business Response

  Date: 09/25/2024

  Member, *** ******* came in to the club and spoke with our PT Manager who explained to member that he had requested a freeze to his ** membership. *reeze was entered with an unfreeze date one month later. Once freeze ended member would again be charged. We explained that he has every right to use the sessions but no refund. The member stated that his trainer left the company and due to this he should not have to pay and should in fact be cancelled. We stated that this was fine but our policy was that we would make a trainer available however at his insistence a cancel was entered. Member, *** ******* said he would forgo the refund request as long as he was no longer charged. We responded that we would do that. Adding that should he want to do the sessions at any point they would always be available.. This last conversation was held over the phone. Minutes later his wife came into our club. Banging on the front desk and cursing loudly, using the * word directly at front desk personnel. We, at that point disengaged from the confrontational episode while reiterating the conversation and agreement with account holder, *** *******.

   

• Initial Complaint

  Date:08/27/2024

  Type:Product 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.

  Hello, I was told to email you guys in reference to my Crunch Fitness bill. It states I have a $200 bill. I canceled my membership the first day i opened the account because i selected the wrong location they told me I would have to come into that location and I stated multiple times it was too far to drive. Asked them to cancel the membership unsure why I have this bill. I have never stepped foot into a crunch fitness also spoke to a manager multiple times at the location I selected and wanted to remove. Never even received the card number to set up an account or anything

• Initial Complaint

  Date:08/07/2024

  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.

  Recently I purchased a gym membership at Crunch Fitness and had a change of mind of pursuing the membership due to no longer living near a location to attend. What I find very conning is that you can not cancel a membership with such organization but have to go through the whole first 3 months as a customer this is not good for myself and originally when I spoke to someone at this location they were of no help with approaching the situation in offering a one time courtesy of cancellation. I also am dissatisfied that the gym charged me a 15 dollar late fee based on my membership dues being late by 4 days. There also is no such value that shows there will be a late fee of that much. The gym is lacking in customer service because again when I spoke to a young lady by the name of ***** she just informed me thats what it was did not offer me any documentation I could find that shows such a thing. I am beginning to feel very conned into this whole gym membership because I originally thought I would be paying 10 dollars a month as promoted as of now Im paying 18 dollars a month for a membership I do not have close proximity to use. I would really like someone to help with a solution in this matter.

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair 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 signed up for ***** a month membership and now I am being charged ***** since past few months . I have reached out gym officials at ballantyne gym they said work with credit card company and did not provide any explanation for charge. This is breach of contract.

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising 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 became a member of Crunch Fitness after being grandfathered to them when my past gym (Fitness Connection) closed. I went to Crunch Fitness I believe twice in total and on one of these visits was convinced by a trainer that there were specifics exercises that I could begin to help address a recent diabetes diagnosis. I scheduled the appointment for a workday afternoon and was told after I called that morning to confirm that he would not be making the appointment. Had I not called to confirm, I would have been stuck and taking time off of work for nothing. I found this to be an inexcusable breach as my time was not respected. After they investigated, they told me that the particular trainer had done this before and he was let go, but I told them that I wanted to cancel. I spoke to the Manager, and he said that while it was not normal policy to simply cancel over the phone, he understood my feelings and would "take care of (me)". All he had to say was that I HAD to come in and cancel and I would have. What I did not realize was that they did not cancel my membership and were charging me monthly for about a year and it wasn't until I had to close that account due to someone getting information to that account and wanted monies for the months they weren't getting paid on. This came to $152 which is what they are seeking. This company is not true to their word. They took money from me over a period of time after telling me they would in fact cancel me out and they never did. I've never been back, never worked out there. Never used a machine or a parking space. I had asked them in a subsequent conversation that if they recorded their calls to please review it and they said that they did not. I am asking them simply to remove this **** on my credit because there's no reason for it to be there. They made a commitment to me to cancel me and failed to do so - and then charged me for the pleasure of not being a member and not being at the gym.

• Initial Complaint

  Date:05/08/2024

  Type:Customer Service 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.

  August 2023 I purchased a membership for my two grandsons, after 3 visits I went to the gym with the boys and I was introduced to a business membership package that would allow up to 5 people to attend the gym, networking opportunity along with some other perks. It was down hill from there. My business was never connected and I complained for 3 months asking to receive the package I was promised with no success. ***** (Membership Recruitment) promised over and over that she would fix the problem. After waiting 90 days and not attending the gym, I decided to cut my loss and move on. I was promised by **** the THEN GENERAL MANAGER that he was aware of this issue and would have corporate cancel the membership. That did not happen, I received a call from a collection agency stating a balance from Crunch Fitness. I then called Cruch Fitness and spoke with **** THE *** GM on 5/7/24 and 5/8/24 and I was told that he was going to speak with ***** about this issue and would get back to me on 5/9/24.

• Initial Complaint

  Date:04/24/2024

  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.

  I have tried to cancel my membership 3 times with Crunch. I was moving out of state so attempted to first cancel in person and was told I had to send a certified letter which I did twice. Both letters had valid signatures and both times I was told my the person on the phone that they were either not received or had a letter but the cancellation note was not uploaded into their system. What's the point of sending something certified if you still won't cancel even though there is proof that the cancellation letter was sent and received by your business? Now after the 3rd time, I'm promised that it will be canceled (even though they say the cancellation letter wasn't uploaded). This after they charge me for another month and the yearly membership fee. You should be able to cancel a membership as easily as it was to start a membership. They purposely make cancellations difficult so they can continue to blindly collect money from you.

  Business Response

  Date: 05/28/2024

  Cancelled effective date 04/19/2024 as per dated mail. Thanks in advance

  Customer Answer

  Date: 05/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and am glad that my contract is officially cancelled. I'm disappointed that it took a year and multiple attempts to cancel with no refund.