Complaints

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

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• 

  Crunch Fitness

  22 W 19th St Fl 3 New York, NY 10011-4204

• 

  Crunch Fitness

  1150 Park Pl San Mateo, CA 94403-1599

• 

  Crunch, LLC

  1259 Washington Ave Miami Beach, FL 33139-4613

• 

  Crunch, LLC

  1259 Washington Ave Miami Beach, FL 33139-4613

• 

  Crunch Fitness

  17050 Collins Avenue North Miami Beach, FL 33160-3642

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:04/28/2025

  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.

  My name is ***** ********, and I've been a member of Crunch Fitness in ************, **. The last time I went to the gym was around last year. I want to cancel my membership, but the gym is telling me they wont allow me to do so until I've paid for March and this month even though I haven't gone to the gym. They told me that if I don't pay both months (March and April) then I can't cancel my account. They also mentioned that the longer I don't pay, they will keep adding more amount due each month. They are demanding $84 for March and April. I don't want to pay for a service that I have not been using well over a year. But they demand I pay them for last month and next month. Even in the app it says I haven't visited the gym.

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They grabbed my new card (no one wanted to explain how they got my brand new card) and charged me. Instead paid the cancellation month and hopefully they close my account. Dealing with this company was a headache and the fact that they grabbed my new card information without my permission is absolutely ridiculous. Even when logging into my account it says there is no card on file. I dont understand their practices. I wish I can get a full refund but if they are willing to charge my new card without my knowledge and permission, I know I will never see a refund. And I dont want them to continue to charge me. I do have a screenshot proof showing that there is no card on file but they said there is one in their system. Either way, I feel like this issue wont be resolved and I hope other people can see this and decide to not sign up. 
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:04/28/2025

  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 did an initial evaluation with Samien on 2/10/2025 at the *************, ** location and signed a contract that day for 4 training sessions. My credit card was charged $220. I returned to the ************* location the next day (2/11/24) and cancelled my contract. I was given a Refund/Credit Form, signed by ***** *****. It clearly states on the form that it may take as much as 60 days to process my refund.When I did not receive a refund to my credit card within the allotted time frame, I emailed an inquiry to the Crunch corporate headquarters. They responded with "We are unable to assist with your request."I returned to my home location (*************) on 4/28/2025 to inquire about my refund. I was told by staff, including ***** *****, that I could not get a refund, because I had already paid for the service. What? I do not understand. How can they keep my payment for a contract I cancelled within the 3 day period required by Florida law?

  Business Response

  Date: 05/01/2025

  Good Afternoon,

  Management Response:

  PT refund being processed! 4/29

  Thank you,
  
  

  Customer Answer

  Date: 05/07/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:04/25/2025

  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.

  Me and my girlfriend both went to the gym on forest hill in *************** to try out these days passes we got online for free. When their they said these passes dont apply to them as theyre under renovation and they can only allow members to work out for liability purposes. We said fine and asked what we needed to do. We were told first months charge is free and its $1 down and a $10 annual fee. We were fine with that so we signed up. After putting in my credit card information I was charged for the first month when I wasnt supposed to be and they somehow put my credit card info in for both me and my girlfriend when we both gave separate cards. I was told she got the month free and theyd roll my payment over to the next month and that month would be free. We couldnt read our contract for the first 3 weeks. After those 3 weeks It finally popped up and we noticed we were going to be charged $65.99 after 60 days for each membership. We were never informed of this and were just told the annual fee was $10 which was paid up front and $1 down with $16.99 being the monthly fee. The gym is nice during the day but after work hours its impossible to get a good workout and they charge you when they shouldnt. I informed them I wanted to cancel and they said only a ** could do that before the 3 month period. I called today to ask when the ** would be in and the assistant ** told me to call corporate to get this handled. I called the number he gave me and the multiple numbers on there website and it just says this is not a monitored line. Please go to our website to reach out to us. They make it impossible to cancel, they hide fees from you before you sign up, and they also dont stop harassing you for personal training. If they were transparent from the start I would have never signed up. I would like mine and my girlfriends membership cancelled without the $65.99 fee being charged.

  Business Response

  Date: 04/29/2025

  Good Morning,

  Management Response:

  ****** (Area Supervisor) reached out to the members-- both have been canceled out at their request.

  Thank you,

  Customer Answer

  Date: 05/08/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:04/24/2025

  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 purchased a membership from Crunch Fitness on. 2/18/2025 that would grant me access to all clubs. The club near my home is in *********** and I was denied access on 2 occasions. The first time I just left and figured it was an office with my barcode. The second time I told the manager that I knew my barcode was good and my membership was active and showed him my app that shows my membership and status. I was still asked to leave and wasnt granted access. My membership is useless to me if I cant have access to this club. I would like a refund for my initial enrollment fee, and last months dues and half of the month of April. The way I was treated in unacceptable and Crunch corporate needs to talk to the owner of this franchise. There was no reason to ask me to leave and not allow me to use the facilities for the day after seeing my app with the membership status.

  Business Response

  Date: 04/25/2025

  Hello,

  We're sorry to learn of your experience, and we apologize for any frustrations caused.  Please reach out to *************************************************** with your complaint.  Please be sure to include your BBB complaint number and applicable supporting documentation for our review. We look forward to hearing from you! 

  Crunch Member Services

  Customer Answer

  Date: 05/08/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:04/18/2025

  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.

  Crunch was charging me different amounts than they said they would. They are a monthly payment based program and I have **** they tried to charge me twice within the same month with a 2 week pay gap. I went to talk to them about it and they tried just making excuses

  Business Response

  Date: 05/02/2025

  Good Afternoon,

  Management Response:

   Please find the below response to this case after I did my research on account.  The account is still pending cancel with the balance owed paid including the annual fee. 
  BBB Response Crunch Fitness UDT **********
  Member: *** ******* *****
  Agreement Number: **********
  Location: Crunch Fitness Undefeated Tribe **********
  Date: April 30, 2025
  
  Dear Better Business Bureau and *** ******************* you for the opportunity to respond to the concerns submitted by *** ******* ****** We take all member feedback seriously and are committed to transparency, integrity, and resolving any misunderstandings to the satisfaction of all parties.
  
  Complaint Summary
  *** ***** alleges that Crunch Fitness San ****** charged her inconsistently with her agreement, including two charges within the same month. She also expressed dissatisfaction with how her concern was handled when she attempted to address it in person at the club.
  
  Internal Review & Findings
  Upon reviewing *** ****** account history and invoice records from our billing partner *************, we found the following:
  
  *** ****** membership includes:
  
  A monthly dues payment of $17.31, as outlined in her membership agreement.
  
  A once-per-year annual fee of $54.11, billed automatically after 90 days of membership, also stated in her agreement.
  
  Due to insufficient funds and card declines, multiple attempts were made to collect her standard monthly dues between March and April 2025. These include:
  
  March 17, 21, and 28: Drafts of $17.31 attempted, resulting in uncollected funds and re-attempts.
  
  April 1 and 3: Additional declined attempts.
  
  April 8: A payment of $32.31 was successfully made at the club.
  
  April 17: A $17.31 charge was successfully paid.
  
  April 18: The annual fee of $54.11 was successfully processed, as scheduled.
  
  While it may appear that duplicate charges occurred, in reality these were standard retry attempts due to previously failed payments, not additional or unauthorized fees.
  
  A late fee of $15.00 was assessed on March 17, 2025, due to multiple payment failures in accordance with standard policy.
  
  Actions Taken by Crunch Fitness
  In response to *** ****** concerns:
  
  On April 8, 2025, our club team issued a $32.31 in-club credit to help alleviate any financial stress caused by the payment retries and to demonstrate goodwill.
  
  As of April 30, 2025, *** ****** account reflects a $0.00 balance, and no additional charges are owed.
  
  All fees assessed were in accordance with the signed membership agreement, but we acknowledge that the frequency of payment attempts may have caused confusion and frustration.
  
  Resolution & Commitment
  While the billing was contractually accurate, we regret any inconvenience or stress this may have caused *** ****** We strive to deliver not only physical fitness but also excellent member service. We would be happy to meet with *** ***** directly, review her agreement in full, and ensure she is 100% confident and comfortable moving forward.
  
  We are fully committed to fair, transparent practices and will use this opportunity to reinforce clarity in our member communications around billing and fees.

  Thank you,

• Initial Complaint

  Date:04/16/2025

  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.

  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, *** ******** 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: 04/25/2025

  Good Afternoon,

  Management Response:

  We will cancel without further payment.  That said, his agreement requires a 30 day notice upon canceling.  The reason the staff member asked for his next bill and annual maintenance fee is because it fell within that 30 day period.  Either way, as a sign of good faith, I will cancel without collecting it.

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/11/2025

  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.

  I attempted to close my account in 12/2024 by going into the gym. The website says you can close by going into the gym, I have attached it. I was given ************** and was told I had to call this number to close. The online person in ******* told me they would close my account but I would be charged $20 for the next month dues which I agreed to, this is in my contract. This account was never closed. I finally had to stop payment with my bank. I am now incurring late fees on top of gym membership fees. I spoke with the manage ***** ****** at the Crunch store in ************ *************) on 04/11/2025 and did not get any help from him. I believe this is fraud and taking advantage of college students. I am unable to close this account due to late fees and ongoing gym fees. I would appreciate any help.

  Business Response

  Date: 04/18/2025

  Good Afternoon,

  Management Response:

  We had to go through our collections company to get this processed, but you can see the email thread below so all is taken care of.
  
  Account # - **********
  Member name - **** *******
  Location  Crunch ************
  Synopsis  We spoke with the member on multiple occasions and below are the details
  04/01/2025 Outbound Call Member refused to pay past dues
  04/08/2025 Outbound Call Member advised to call back.
  04/10/2025 Inbound Call Member called to cancel the account; call got disconnected.
  04/14/2025 Outbound Call Member refused to pay past dues, also spoke about going to BBB.
  04/14/2025 Inbound Call Member called to cancel the account, paid past dues and upcoming dues. Cancellation request has been placed for 05/27/2025.

  Thank you,

• Initial Complaint

  Date:04/09/2025

  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.

  Crunch fitness reached out to my business via Instagram to set up a partnership to promote my business for a fee. We talked to the assistant manager who explained how it worked and we agreed to do a month. As we got closer to a month I sent an email to the assistant manager to let him know we were not going to renew. He ignored me. I called the location to let him know and he told me no problem end of story. Days pass and I'm charged $150. I emailed again and no follow up so I call again and they tell me I have to cancel 30 days in advance. Mind you the AM never brought this to my attention. I asked for a return of my $150 that was charged and they said no nothing we can do about it. This company (manager and AM) withhold vital information so they can scam you into paying extra. Had the employee told me I had to cancel 30 days in advance I would have canceled the same day we agreed to start. They never emailed me any type of documents stating this was their policy.

  Business Response

  Date: 04/25/2025

  Good Morning,

  Management Response:

  After reviewing the account and speaking with our team, we were able to clarify the terms of the agreement with ******. Specifically, we confirmed that he was aware of and understood our 30-day cancellation policy, which was outlined at the time of signup.
  ****** acknowledged this policy during our recent conversation and expressed that he was comfortable with the cancellation terms, including the fact that no refund would be issued. His membership remains active for the remainder of the 30-day period, and during this time, we will continue to support and promote his business as part of our commitment to all active members.
  As such, we believe we have addressed the concerns raised in the complaint. Given that the cancellation policy was communicated and agreed upon, and that services are continuing to be delivered through the active period, we do not believe any additional relief or refund is warranted in this case.

  Thank you

• Initial Complaint

  Date:04/08/2025

  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.

  On 30-APR-2024, I purchased 4 sessions of personal training (PT) for $260 over the phone with a trainer named ***** *****. I did not sign a contract nor receive a contract. On 10-JUL-2024, I noticed 2 charges of $320. I was told then that I had entered into a 3 month contract that has auto renewal. I asked for the contract and I kept receiving my membership contract, not my PT contract. On 16-JUL-2024, I signed paperwork in person to stop the contract. On 25-JUL-2024, I was charged an additional $320. My credit card charged back all charges and stopped all future charges. I thought this was the end of it, but when I tried to cancel my gym membership, I was informed that I still have $960 outstanding.I asked for the contract again and finally received it for the first time on 08-APR-2025. I found on the signature lines that someone signed for me. Per the contract, I may cancel it any time before midnight of the third operating day after receiving a copy of the contract by providing a letter to the gym. I visited the gym on 08-APR-2025 and gave my letter to ****** ******** who declined to take it and said the system automatically sends the contract upon creation. Upon asking for proof, he refused and said the proof would be shown in court. Eventually he took my letter, but said he will not put it in my file. I sent a copy of the letter via certified mail with signature requested on 08-APR-2025. Please remove these false charges from my account and cancel my membership. I did not sign nor receive a contract and my signature was forged on this contract.

  Business Response

  Date: 04/15/2025

  Good Afternoon,

  Management Response:

  After a review of this member's account, this member, **** ******* was cancelled with an effective date of April 11 2025. No further charges will be pending.

  Thank you,

  Customer Answer

  Date: 04/17/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:04/07/2025

  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 am a member of the Crunch Fitness, *********** location (***********************************). My Member's ID is *********. On September 23, 2024 I've applied for a personal training and signed the agreement (Agreement# **********) for the duration of 3 months, which included 4 sessions per month at $95 per session, totaling $397.10 per month (Grand Total $1191.30). It was initially pointed out by Personal Training Manager, ***** ******, that in order to avoid automatic renewal of the Personal Training Plan, I have to provide a cancellation notice no later than 11/21/2024 (1 month before my current agreement would expire). I decided to not continue my personal training sessions, since I was able to train on my own further on and I also found out that I am pregnant, so I visited the gym and filled out the Cancellation Form on 11/20/2024. On 12/16/2024 I had my last of 3-month Personal Training session. On 12/18/2024 I saw a charge of $397.10 from the gym for the 4th month of personal training, which I haven't signed up for. It has been 4 months, and I am still not getting any refund, despite my multiple visits and conversations with ***** ****** and their General Manager, ******* ******. I had to take this matter into my own hands and file a dispute with my bank, but to my surprise, the gym provided my bank with false evidence, saying that I have contacted their facility to cancel my Personal Training on 12/30/2024. My dispute claim was refused by the bank because of that, and my further tries to resolve this matter directly with the gym are either being ignored or refused. They just kept sending me "refund receipts" which had no indication of the backing account where the refund went. One more fact that might be important, I was in this Personal Training program together with my friend, we cancelled the same exact date and time, and she had the same exact issue, however her bank took her side and protected her for this overcharge, and she agreed to be a witness.

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Crunch Fitness regarding complaint ID ********.
  
  Sincerely,
  
  ****** **********