We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Crunch Fitness has 80 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 1,061 total complaints in the last 3 years.
    • 514 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/07/2025

      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.
      Dear Better Business Bureau,I am writing to file a formal complaint against Crunch Fitness for misleading membership terms and unfair cancellation policies. Below are the details of my experience:Membership Sign-Up:On January 28, 2025, I signed up for a Crunch Fitness membership online. The terms advertised during the sign-up process clearly stated that the membership was "no commitment, month-to-month," and I was assured that I could cancel at any time. I have attached a screenshot of the membership terms for your reference.Attempt to Cancel Membership:On March 07, I visited the Crunch Fitness location in person to cancel my membership. I spoke with the manager, ****, who informed me that I could not cancel my membership until March 30, 2025. Additionally, I was told that I would be required to pay a $54 annual fee and another month of membership fees before the cancellation could be processed.Misrepresentation of Terms:At no point during the sign-up process was I informed of a 60-day waiting period to cancel my membership or that I would be required to pay an annual fee after 60 days. This information was not disclosed in the online terms or during my conversation with the gyms sales representative, who explicitly stated that I could "cancel anytime." I have attached a screenshot of this conversation for your review.Request for Resolution:I believe Crunch Fitness has engaged in deceptive practices by misrepresenting the terms of the membership and imposing unreasonable cancellation requirements. I request the following:Immediate cancellation of my membership without further charges.A full refund of any fees paid after my initial attempt to cancel.I have made every effort to resolve this issue directly with Crunch Fitness but have been met with resistance and unfair policies. I trust that the BBB will assist in resolving this matter and holding the company accountable for its misleading practices.

    • Initial Complaint

      Date:03/07/2025

      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 was overcharged for the month of February. I paid the current plus late fees for February on 2/14/2025 which cleared 2/18/2025 then the company charge again for the same amount Im getting the runaround and would like a refund of *****

      Business Response

      Date: 03/24/2025

      Good Morning,

      Management Response:

      Member was contacted. Offered to send copy of invoices and offered up to three months free if the membership was maintained. Member declined both but does now have Sr.'s email contact information. No further action can be taken at this time. Resolved. 

      Thank you,

    • Initial Complaint

      Date:03/07/2025

      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.
      To the Better Business Bureau,I am filing a formal complaint against Crunch Fitness - ******** for unfair business practices related to membership cancellation and undisclosed fees. Below are the details of my issue:Misleading Membership Terms:business to complaint: *********************************************************************************. phone: ************ On January 28, 2025, I signed up for a Crunch Fitness membership through their website (****************************************************). The website advertised a monthly membership with no commitment for ***** per month, along with a waivered prorated annual fee of 9.17 due to promotion.******* to Cancel Membership:On March 7, 2025, I visited the gym in person to cancel my membership, as I will be moving out of ************ and will no longer be able to use the gym. However, I was informed that I could not cancel until March 30, 2025, and would be charged an annual fee of $54, as well as a full months membership fee for April.Unfair Charges:I have only used the membership for less than two months, and the additional fees were not clearly communicated at the time of signup. The website states that members who will not be using their membership are encouraged to cancel immediately, yet I am being denied the ability to cancel and am being charged unreasonable fees.Request for Resolution:I request the following:Immediate cancellation of my membership effective March 7, 2025.Waiver of the $54 annual fee and any charges for April, as I will no longer be using the membership.Crunch Fitnesss refusal to cancel my membership and their attempt to charge undisclosed fees are unfair and misleading. I have made multiple attempts to resolve this issue directly with the gym, but they have been uncooperative.I am seeking the BBBs assistance in resolving this matter and holding Crunch Fitness accountable for their practices. Please let me know if you require any additional information or documentation.Thank you for your attention to this matter.

      Business Response

      Date: 04/03/2025

      Good Afternoon,

      Management Response:

      This member was taken care of and cancelled on 3/21. I spoke with his daughter and cancelled him outside of our SOP.

      Thank you,

    • Initial Complaint

      Date:03/07/2025

      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 gym memebership at Crunch Fitness in *****************. I wanted to try the brand new gym. I received several phone calls about signing up for personal training. They kept bugging me to come in to try their personal training. I went ahead and tried out a session. Then they were getting very predatory and pushing me to sign up. I felt like i was buying aused to the point where i was pressure to sign up.When i was in the process of signing up they wouldn't let me read the contract and pressured me to sign. I asked them if i could cancel the service at anytime they told me i could just let them know. I have never revived a copy of the contract by any of the upper management. Fast forward about a few weeks I was wanting to cancel to service because the server was subpar. They stated that couldnt do that and pushed me off to another personal trainer. I have been going back and forth with them trying to cancel the service. Its does not meet my expectations. I have soent close to $1000. I would like this contract to be terminated.

      Business Response

      Date: 03/16/2025

      Good Morning,

      Management Response:

      I spoke to ******** and the agreement we came to was to cancel his commitment, provide him with one free 60 minute session, and assign a different trainer. The main reason for his complaint was that he was not provided a comprehensive program for the days he was not with his trainer. ******** is now working with one of the top trainers in ********* and the issue has been resolved. He has my personal contact if necessary. 

      Thank you,

    • Initial Complaint

      Date:03/04/2025

      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.
      Hello my name is ****** and Im referring to a membership incident that happened back in July, 2024. I have recently signed a membership promotion with crunch which was a $1 membership for the promotional period. After the 3rd day, they said that I had a balance due. I thought it was just for a promotional period.Months has went by and the balance has increased to about $300 and was sent to collections. I have only went there 3 times during their promotion and I have attempted to cancel on their app. To this day, it is still in collections and all this for apromotion.

      Business Response

      Date: 03/24/2025

      Good Afternoon,

      Management Response:

      We spoke with ****** today and clarified the issues regarding his original membership. We've reached a mutual agreement, where we've removed him from collection status. He has agreed to rejoin and reactivate his membership. The member is satisfied with the resolution and the outcome.

      Thank you,

    • Initial Complaint

      Date:03/04/2025

      Type:Service or Repair 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 agreed to a contract with a personal fitness trainer at Crunch. We agreed to a 3 day plan. I asked if I could freeze my account and he stated he would. I went in to do the paperwork and he said there was none to do. I was continued to be charged. I decided to ask the head of personal training to freeze my account. I was still charged. I decided to contact my personal trainer personally and ask if we could resume sessions since I was paying for them still. He did not respond and still has not.

      Business Response

      Date: 03/17/2025

      Good Afternoon,

      Management Response:

      I spent the last week in ******* and was able to finally connect with ***** via email on Thursday the 13th after spending the week calling her and leaving a couple of voicemails.


      We came to a resolution of her not wanting to use her remaining 18 training sessions due to her being in therapy right now and her therapist advising her not to. I issued a refund to her account for the remaining sessions totaling $810.


      Accountability conversations and proper documentation has been issued to both the trainer and PTD.

      Thank you,

      Customer Answer

      Date: 03/18/2025

      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:03/03/2025

      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.
      We signed up for this memebership on a month to month basis. In October of last year, we moved from ******** to ***********, ** We stopped by in the gym and spoke with the person at the front desk to tell them to cancel our membership. They said it would be cancelled and we would no longer be charged. After that, we saw the 2 $16.99 charges on my card again. I called in and they gave me and email of ************************************** to send an email to cancel. November of 2024 I sent the email stating I would like to cancel and I want those 2 $16,99 charges refunded back to me. They said they would cancel the accounts but not give a refund since I didn't give 10 days notice. But I did!. I went physically in the store and they told me it would not charge again which turned out to be a lie. And even after that email, still to this day they continue to charge me. Even after I have an email stating I wanted to cancel back in November. Like why not just cancel people's memberships and stop charging them when they don't want to use your service? Why continue to harass and get people mad and charge their cards when you're not supposed to? why would you want that type of reputation? Clearly this is your MO... all these complaints here say basically the same thing. Same on ****** Reviews and Yelp review and on IG and on FB. CANCEL OUR MEMBERSHIPS, STOP CHARGING MY CARD & GIVE ME BACK MY MONEY THAT YOU CHARGED. Is that hard?

      Business Response

      Date: 03/07/2025

      Good Afternoon,

      Management Response:

      ***** ******* was contacted about his two memberships. I apologized for the inconvenience and submitted a refund request form for the months his son was still billed for. He was satisfied with the prompt response and refund we will be issuing. 

      Thank you,

    • Initial Complaint

      Date:03/02/2025

      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 out of work for several months starting in August of last year. I was going through kidney dialysis and was not able to work. I contacted Crunch Fitness in ********* ** by phone by email and by mail to put my membership on hold. They continued to charge my account ***** monthly. I wasnt trying to cancel I just wanted it on hold and not charge me while I wasnt working. They even charged a renewal fee in January.Additional ***** on top of the ***** monthly

      Business Response

      Date: 03/07/2025

      Good Afternoon,

      Management Response:

      Our local Area Supervisor spoke with the member to verify the information she mentioned. After review we will apply a 6 month credit towards her account since she was able to provide medical proof / note. She is aware and happy of the outcome.


      Thank you

    • Initial Complaint

      Date:03/02/2025

      Type:Customer Service 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 have a contract with this gym to be paying $9.99 per month with tax, plus a $49.99 annual fee plus tax. I have just realized that I am being charged $17.99 per month with a $68 annual fee. I was never made aware of any rate changes whatsoever. There have been other reports of Crunch gyms sneakily upping their members rates without disclosure.

      Business Response

      Date: 03/16/2025

      Good Morning,

      Management Response:

      I emailed the member last week explaining the increase that occurred 10/14/2023. He's been on the base flex ever since. 

      Thank you,

       

    • Initial Complaint

      Date:03/01/2025

      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.
      I got a membership in 2022. While discussing the membership I found a deal online making the membership cheaper than what they had already written out. They then proceeded to charge my debit card $90 for the first months and $40 thereafter. The membership was only supposed to be $10. I used the gym for a few months then got sick. I had no idea that I was still being charged monthly for the membership until 2024 when I found out that crunch was still charging me. I called and there were never any managers available. I went into the location and their managers were never in office. No matter what time of day I went there was never a single manager working. Which I find kind of odd. To this day I was being charged $49.99 a MONTH even after the membership and contract expired. But I still have not been able to contact anyone. Ive emailed them and their headquarters. Ive called. Ive left ******** comments and reviews and nobody has ever reached out. Or returned anything.

      Customer Answer

      Date: 03/26/2025

      Better Business Bureau:

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

      Sincerely,

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

    Crunch Fitness is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.