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Business Profile

Fitness Center

Crunch Fitness

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

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 122 locations, listed below.

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    Customer Complaints Summary

    • 1,053 total complaints in the last 3 years.
    • 512 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:01/15/2025

      Type:Product 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.
      The Crunch fitness in my area hasn't even opened yet but I signed up for a membership in December after they bombarded me with mail, emails and text. Unfortunately, days after signing up I had to move to ******* to help take care of my dad, there is no crunch fitness within hours of me. I contacted them plenty of times starting on the 28th. Per my contract, I have until 3 days before their opening to cancel without having to pay again! So I have been trying to do that for the past two weeks.. I put in countless requests,sent numerous emails and text saying that I wanted to cancel. I even left a voicemail, now when I call that number my calls are automatically ignored!???? This is horrible and Im so glad that I am dodging this gym and its practices, nothing should ever be this hard to cancel! I would like my refund for the sign up fee and a canceled membership. Agreement **********

      Business Response

      Date: 01/30/2025

      Good Afternoon,

      Management Response:

      We are canceling this member and refunding all fees.  Which looks to only be $1. 


      The club opening was a massive undertaking, and the management team is completing all requests prior to the first month's billing. 


      Thank you! 

    • Initial Complaint

      Date:01/14/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 paid for the full year up front in July 2024, at the crunch fitness in *************, **. The gym emailed all members on 1/6/25 that the gym would be closing 1/7/25 - yes, they only gave us a 1 day notice, and we would have to travel to their new gym starting 1/8/25. I did not want to travel to their new gym and they refused to refund me any of the money I paid which would cover me through July of 2025.

      Business Response

      Date: 02/02/2025

      Good Morning,

      Management Response:

      After reviewing ***** ******** account, I have determined that a refund for the remaining balance of his paid-in-full membership is appropriate.


      ***** initially paid $169 for his membership, and based on the remaining term, the prorated refund amounts to $84.

      Thank you,

      Customer Answer

      Date: 02/07/2025

      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,

      ***** ******



       

      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 my complaint has NOT been resolved because:

      Thank you for following up with me. Although crunch has informed me I am approved for an $84 refund, when I called them to get the refund they again refused to send me any refund. 


      Sincerely,

      ***** ******




       

    • Initial Complaint

      Date:01/06/2025

      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.
      My wife and I are members of Crunch Fitness on *************************, **. On July ******* my wife had a heart attack and was told to stop heavy lifting or strenuous exercises. I too have heart issues and am unable to use the exercise equipment. Our accounts were frozen for 5 months no payments due. On September 29 I sent a letter to the local gym cancelling our memberships. Beginning on November 13, 2024 they started charging her credit card. Three charges totalling $120,97 appeared on her statements. I put a block on that card and filed a dispute with ***** and then I received a call from a **************** representative at **********************. He offered no viable solution to this issue.

      Business Response

      Date: 01/11/2025

      Good Afternoon,

      Management Response:

      We have processed the cancellation request for both of their memberships and waived any outstanding balances. 


      Thank you

    • Initial Complaint

      Date:01/03/2025

      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 signed up for a $1 per month gym membership. They changed the contract without notice and charged me a $60 "annual fee" and then charged me $30 to cancel as a "cancellation fee". NONE of this was disclosed prior to the charges.

      Business Response

      Date: 01/24/2025

      Good Afternoon,

      Management Response:

      We've called several times and left a few VM-- none have been returned.

      Thank you,

      Customer Answer

      Date: 01/27/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

      This business has never called me nor returned my calls. The manager is never there and no one has been willing to help with this.  

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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

      Business Response

      Date: 01/30/2025

      Good Afternoon,

      Management Response:

      Another attempt was made to contact the club; however, there was no response. Could you kindly reach out to the club and provide an alternative contact number where we can successfully reach someone?

      Thank you,

    • Initial Complaint

      Date:01/03/2025

      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.
      So my boyfriend signed up for crunch before it opened. he signed up for the ***** PLAN Because it was 9.99 but they have been charging him $32 a month for the past year. We tried to tell them that it was the wrong plan but employee said that we were just saying "bullshit" and that they can't do anything. The email wasn't even the correct email on the form that my boyfriend allegedly did but they're saying they they can't even change the email. The employee also tried to say that my boyfriend knew he was getting charged $32 because I would go with him to the gym??? I have my own membership. After I told him that he still tried to say it was our fault. My friend used to work at crunch but she left due to the constant scamming complaints they get.

      Business Response

      Date: 01/28/2025

      Good Afternoon,

      Management Response:

      Our General Manager has made contact with ******* via email but has not provided us with her boyfriend's information for us to look into the account in question. We have both called and left voicemails to get a response but have not heard back. I will personally be following up here until we can resolve, but I wanted to keep you in the loop for now. 

      Thank you,

    • Initial Complaint

      Date:01/03/2025

      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.
      As of 12/30/2024 *** been threatened collection action despite unfair business practice. I deployed after paying my first month and called my local crunch to cancel and was told i could not until 60 days, no where in my agreement after searching does it say that. Neverless i have still been charged despite being out of country

      Business Response

      Date: 01/19/2025

      Good Morning,

      Management Response:

      This has been resolved. I spoke to ***** to ensure that we have handled this. He also spoke to the member. 

      Thank you,

      Customer Answer

      Date: 01/21/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

      I have not received contact from anyone at Crunch nor a "*****"

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ****** *****




       

      Business Response

      Date: 01/29/2025

      Good Afternoon,

      Management Response:

      I just called and spoke to ****** to ensure him again that this has been resolved, he was expecting some sort of additional follow up for me via email with his account status. I apologized, sent him an email with proof that the account has been satisfied and successfully cancelled. He also mentioned that he'll be back from his deployment in May, so I offered to take care of his 1st couple of months when he gets back in order to earn his business back, which he agreed to and thanked us for our assistance.

      Thank you,

    • Initial Complaint

      Date:01/02/2025

      Type:Service or Repair 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.
      They wouldn't cancel my membership. I went in several times to only be sent away. They would tell me I'd have to come back when a manager was present. I was verbally told I could cancel if a manager was there. I went in to cancel and they tried to say it was not possible until I've been a member for 60 days. When you sign up there is no mention of this policy. I got my membership canceled, however they are telling me I have to pay the yearly fee. Which is unfair. And I was not made aware of this policy either. I've never even used this gym. They threatened me to take me to collections if I refuse to pay the $56, yearly fee. I think their billing practices are not fair. Especially since they don't mention any of this when signing up. I feel like they are making up policies as they go along. Challenging people to see if the person will just accept what they are saying and give up trying to cancel.

      Customer Answer

      Date: 01/27/2025

      Better Business Bureau:

      At this time, I have not been contacted by Crunch Fitness regarding complaint ID ********.

      Sincerely,

      ***** ******

      Business Response

      Date: 02/28/2025

      Good Afternoon,

      Management Response:

      We have already set it to a pending cancel. **** has sent an email to *** for them to waive the fee and fully close it out.

      Thank you,

    • Initial Complaint

      Date:01/02/2025

      Type:Service or Repair 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 was a member of crunch fitness in ****** tn. I canceled my membership august 15 2024. I paid the extra month like the agreement stated. They billed me again in September. I called and emailed. They said it was taken care of. They billed me again in October. I called and emailed. They said it was taken care. It wasnt. I disputed with my credit card company. They have since billed for November and December. **** **** is the contact person who I spoke with. **** **** called and said they were turning it over to collections. I called **** **** back and he hung up on me.

      Business Response

      Date: 01/27/2025

      Good Morning,

      Management Response:

      This member is cancelled, and a refund was issued, then they did a chargeback.  I have called this member multiple times with no return call.

      Thank you,

    • Initial Complaint

      Date:01/02/2025

      Type:Service or Repair 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 was told by the manager of a crunch fitness gym that I could cancel before January 1st, as late as December 5th, but when we came in on Dec 26, a different manager informed us that because of the 10 day clause in the contract, we were going be fined for both the next month and the annual fee. We had our account frozen (good), but still have this large fine (bad).

      Business Response

      Date: 01/24/2025

      Good Afternoon,

      Management Response:

      *****' complaint stated that our club management told him he could cancel his account before January 1st with no penalties, when a different manager informed him of a 10 day clause in our contract stating ***** will have to pay for the next (final) month and his annual fee; because of his contract terms. We have waived both ***** annual, and last month's fee.

      Thank you,

    • Initial Complaint

      Date:12/30/2024

      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.
      On September 27, 2024, I signed up for personal training with Crunch Fitness. I went in person to cancel because I did not feel the amount of training time (30 minutes per week) I was getting was worth the cost and was informed I had missed the cancellation window. During my initial walkthrough with a trainer, ********, she spoke in circles and confused me about what the cancellation window was saying for 3 and 10 days. I went after 3, but before 10 days had passed, I was told I could not cancel my 3-month contract. I accepted that, but made them aware I did not wish to continue past the three months. On Friday, December 20, 2024, I went in for my final session of the three months and confirmed with the trainer that I am not continuing. She directed me to her supervisor, *****, who I texted to inform I do not wish to continue month to month. He replied saying we would speak about it on Monday, December 22, 2024. On Monday, we spoke and he informed me I was already billed on that date for the next month, and it could not be stopped. This was confusing because I believed my billing date to be the 27th, so I don't understand why I was billed on the same date he knew I intended to cancel. The gym staff was also given 3 months' notice because I said I did not want to go month to month when I tried to cancel initially. I feel I keep getting the run-around and they are using tactics to keep me signed up for an expensive service. I would like my money back for the 12/22/24 charge of $180.00 and my month-to-month canceled for all further billing.

      Business Response

      Date: 01/27/2025

      Good Morning,

      Management Response:

      Attached are text messages from ***** stating that the $180 in reference was returned to her due to a chargeback request done through her bank. Our Trainer, ********, had indicated that she thought everything was squared away with Alias account. Attached is a screenshot of her account showing the last successful transaction was in November. 

      We attempted to call ***** today, but did not get a response. We will try to get a hold of her tomorrow to see what the confusion is. 

      Thank you,

    Crunch Fitness is NOT a BBB Accredited Business.

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