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

  17050 Collins Avenue North Miami Beach, FL 33160-3642

• 

  Crunch Fitness

  222 E 34th St New York, NY 10016-4842

• 

  Crunch Fitness

  215 W 23rd St New York, NY 10011-2302

• 

  Crunch Fitness

  825 Manhattan Ave Brooklyn, NY 11222-2507

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:03/26/2025

  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.

  Signed up on December 21st, 2024.Went in store to cancel on February 8, 2025 as I was going out of the country. After speaking to **** he informed me I could freeze the account. So I decided freezing the account was the best decision as I wanted to use the membership when I got back ********* forward to today March *******. After speaking to my mother she stated that the location had been harassing her with calls ever single day about wanting to speak to me, my mom reiterated that I am out of the country and am unable to call. So I decided to check my account and now it states I have an overdue balance of 177$ that continues to grow, when I signed to freeze the account on February ******** the day before I flew out of the country. I would like the overdue charges to be removed and cancel said membership for their failure to uphold the freeze on my account.

  Business Response

  Date: 04/07/2025

  Good Afternoon,

  Management Response:

  Account was canceled but the debt is valid.  No adjustments to accounts can occur within the first 90 days-- freeze would have been effective only after that period had passed.

  Thank you,

• Initial Complaint

  Date:03/26/2025

  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.

  All my life, I have been trying to avoid any commitment or membership for any activities or services since I had awful experiences before, even with big names.During the holidays, when there are special offers, I always get offers to join gyms such as Crunch Fitness, ** *******, etc. However, what caught my eye in January was an offer from Crunch Fitness to try their gym for 30 days, commitment-free, with no annual fees or membership fees. I took the brochure to the fitness and I met with ***** and I handed him the brochure and asked if will be any committment or annual or membership fees- bad experience also- and he assured me that nothing just try it for 30 days, and if I like it, I can continue, if not, I can stop. That was on February 5. I mentioned to him that Ramadhan, the holy month of Muslims, would start within three weeks, and I can't work out during Ramadhan. He told me to try it for a month, and if I like it, I can continue working out in April. By the end, I asked where my brochure was, and he told me he lost it, but I shouldn't worry because it is a 30-day trial for only $0.25. However, after three weeks, I found out that I was charged $17.99 and when I contacted the gym they told me that was for the annual fees and the annual fees is scheduled after 45 days- knowing that it was less then 30 days- I said please suspent my activities until after Ramadhan and let me decide to work or not to work. A week later, I was again charged $17.99, and when I called, they told me that was for March. I mentioned that I had suspended my activities for two months, and they told me that was for April and May, not March. I insisted that it was for March, and I was promised no membership or annual or commitment. Now, they threatened me with $60 termination fees that were never mentioned or kept charging me and took me to collection.I do not want to say it sounds like a scam. At first, I refused to give my ID and credit card for things like this.

  Customer Answer

  Date: 04/20/2025

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

• Initial Complaint

  Date:03/25/2025

  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.

  I signed up for a Crunch Fitness membership at the *******, ** location after being assured by AGM **** ******* that I would only be charged a flat rate of $9.99 per month under the 25-cent New Years promotion. I specifically asked if there were any additional fees, including initiation, annual, or contract obligations, and was explicitly told there were none.However, on March 21, 2025, I was unexpectedly charged an annual fee of $59.99. Additionally, I was not provided a copy of my membership agreement upon signing up, nor am I able to access it through the Crunch Fitness app, despite requesting to review the terms before signing. This lack of transparency and misleading sales tactics are unacceptable.I am requesting an immediate cancellation of my membership without penalty and a refund of the $59.99 charge. Crunch Fitness should be held accountable for misleading sales practices and ensure that customers are fully informed about all fees before signing up.Desired Resolution:Full cancellation of my membership without penalty.Refund of the $59.99 annual fee.Improved transparency in Crunch Fitnesss sales practices to prevent future misleading sign-****

  Business Response

  Date: 04/03/2025

  Good Afternoon,

  Management Response:

  Area Supervisor-- spoke with the member and worked through the concerns.  Membership is canceled out without any further monies owed.

  Thank you,

• Initial Complaint

  Date:03/20/2025

  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.

  I canceled my membership prior to the next billing cycle on their online app due to an injury that required surgery. They continued to bill me for several months. I blocked them from charging any further but they continue to add membership and late fees. I have left messages at the club with no return call. Ive called the help number and no return call. Ive emailed and replied to their billing email and it bounces back as an invalid email. I want the charges removed completely.

• Initial Complaint

  Date:03/20/2025

  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.

  They charged me 58 for a reoccurring personal fitness subscription. Even though I had talked to my trainer and told him that I will not be continuing with my sessions due to Ramadan coming up the following month. Despite this clear communication, Bo failed to show up for our final scheduled session, ignored me in person, and only responded to my text 20 minutes later, effectively forcing a cancellation. I have tried reaching out to him through the gym and through text and I have gotten ignored.

  Business Response

  Date: 04/07/2025

  Good Morning,

  Management Response:

  ***** (******** *******) reached out to her and discussed her concerns.  PT package and last payment were canceled out.

  Thank you,

• Initial Complaint

  Date:03/19/2025

  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 signed up for a membership with a local Crunch back in Sept or Oct of 2024. I did not regularly use the membership and ultimately stopped using it but continued to be charged. When I decided to cancel the membership, this was met with difficulty and frustration. There is nowhere within the app to simply cancel, so I had to submit an email requesting a cancellation and was met with phone calls telling me I had to come into the location in order to cancel which is absolutely ridiculous. This is a matter that shouldve been able to be solved over the phone or via app. This is essentially predatory and youre trapping individuals into contracts and sending multiple texts a day threatening to send my account to a collection agency simply because I will not come in to cancel so you can attempt to charge me for a membership that was not useful or cost efficient to me anyone. I dont need to come into the location so I can be persuaded to continue a membership I no longer want. I just want out of the contract without all of the extra steps and threats.

• Initial Complaint

  Date:03/19/2025

  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.

  On January 2nd I cancelled my gym membership at crunch fitness. I have a document proving my cancellation.Since then they charged me for the months of January February and now today I just got a charge for March.I called on February 20th and they said I would no longer get charged and I would get my refund soon. I called again March 5th asking about the refund and they claimed I would receive the refund by Friday March 7th Today March 19th I still have not received my refund and they just charged me for another ******** I called again and they said I will get my refund in ***** business days (which they said on both phone calls and hasnt happened) the employee was very dismissive and crunch has no corporate number for me to contact. The crunch fitness in question is located at ********************************************* I just wish to receive my refund and stop being charged but the front desk employees are not helping. I plan on going there in person if they charge me again in april. Im just submitting this ahead of time as I feel like they will not fix this issue.

  Business Response

  Date: 03/28/2025

  Good Afternoon,

  Management Response:

  i just went ahead and submitted the refund for the amount that he is requesting. As he has his cancellation document that is totally our fault so we will be refunding the full amount back to him. and canceling out his account.

  Thank you,

• Initial Complaint

  Date:03/19/2025

  Type:Order 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.

  My brother and I attempted to cancel his membership in person at the ***************** Crunch Fitness location, as instructed on the companys website. However, we were informed that cancellation was not allowed due to a "90-day commitment"something that was never made clear when he signed up. We were under the impression that the membership was a 30-day commitment based on the promotion.When I requested a copy of the membership agreement (since it is not available online), I reviewed it thoroughly and still could not find a clear mention of a 90-day commitment. Despite this, we were told that the only way to cancel would be to pay for three months plus an annual fee, totaling approximately $160even though my brother has been a member for less than two weeks.This lack of transparency is misleading and unfair to customers. Given that the terms were not properly disclosed upfront, I am requesting that Crunch Fitness corporate cancel my brothers membership immediately without further charges.I would appreciate a prompt resolution to this matter and a written confirmation of the cancellation. Thank you for your time.Sincerely,****** *.

• Initial Complaint

  Date:03/19/2025

  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.

  Identified a pending transaction from CRUNCH FITNESS of $40.04 for membership. I do not have a membership with this source. Cancelled / Closed membership in 2022 but on 02/13/2025, they issued an unauthorized payment of $40.04. Almost three years later and they are drafting from my financial institution. Why was my financial institution information stored on there computers and they randomly selected account to draft from? 02/12/2025 ***** (Crunch Fitness **** indicated it was a computer generated error. Excuse me ma'am, that should never happen with a CANCELLATION OF SERVICES. 02/13/2025 ****** was clueless but indicated that no $40.04 reimbursement will be honored. 02/13/2025 contacted my financial institution to STOP PAYMENT of CRUNCH FITNESS unauthorized drafting privileges. This procedure cost me $35.00 for a grand total of $75.04 from no fault of my own. This practice is "THEFT" and legal matters should be taken against this business establishment.

  Business Response

  Date: 03/31/2025

  Good Afternoon,

  Management Response:

  I reviewed the attachment and this complaint is from 12/14. I received confirmation of receipt of refund on 12/24 and the situation was resolved. The membership in questions is **********. Here's a quick recap: 
  
  06/10/2022 *** **** signed her grandson up with her ACH on file. Cancellation processed on 08/01/2022. Final payment 08/10/2022
  ****** ******* reactivated his membership on 05/12/2022 with his own card on file. 
  *** *****' ACH was never deleted from the account
  ******** card was flagged with a problem, his membership went past due, and her EFT information was placed in the primary and Feb invoice charged to her account 
  The fact that her account was never deleted was the process error. 
  I spoke with her 02/12 and explained if she did a stop payment, the payment will not process and I can't issue a refund. Deleted her ACH. Call ended positively. 
  The bank denied the stop payment and she called back with legal threats, left google reviews, etc.   
  On confirmation of the stop payment being denied, we issued a refund. *** **** confirmed receipt through email 02/24 

  Thank you,

• Initial Complaint

  Date:03/18/2025

  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.

  I signed up for a monthly membership in December. Ive never used it, but every month they kept trying to charge my card and they got money from my account the other day for something Ive never used and cant use. I just want a refund please.