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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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    Customer Complaints Summary

    • 1,054 total complaints in the last 3 years.
    • 511 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:02/25/2025

      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.
      Paid around 75$-120$ when signing up. I use to work at a gym so I know the industry. I want to workout forever. I need the lowest monthly rate. 9.99$ is perfect. I paid initiation fee and committed to 12 months for this rate. If I didnt want to commit and pay initiation fees, I would pay 1 cent to start and ***** a month. I didnt want that rate so I paid extra and committed. 1 year after, my dues are changed from 9.99$ to *****$ without my notice. I went in to speak with employees and they told me after 1 year the 9.99$ goes up to *****$ and if I wanted 9.99$ I can sign up again. Can anyone explain to me why I would pay 75$+ for initiation and commit to 1yr just to pay more then I would signing up for the *****$ to start with? I try to go to the app and website to pull up my member agreement to investigate and it leads me to a blank page. I try to call corporate numbers and they all say this line isnt monitored. As in, it doesnt work! I go to the gym and the employees cant explain anything to me. This is ANTI-CONSUMER. I am seeking refund for the difference over these last 6 months. I will come back to post results.

      Business Response

      Date: 02/28/2025

      Good Morning,

      Management Response:

      Our local Area Supervisor spoke with this member today to provide clarification on the price increase. The member will now be coming back to convert the account back to a term $9.99 / mo and is aware that it will increase at the end of the term unless he opts back into it. We will not be issuing any refunds. 


      Thank you

    • Initial Complaint

      Date:02/24/2025

      Type:Billing 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 reviewed Crunch Fitness and looked at becoming a member. I started the plan. After a month of not using it, I attempted to cancel it. After 3 failed attempts to cancel, I contacted my bank, ****, and they advised me to place a stop payment and get a new card which I followed their recommendation. I started getting letters from Crunch Fitness and I told them that I attempted to cancel through them 3 times and every time I was told it was completed, however; a bill always came stating I had a balance. They have now place this in collections. They are stating that I have a balance of $145.96. I did everything in my power to cancel and I have never used their equipment or gym.

      Customer Answer

      Date: 03/21/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:02/24/2025

      Type:Billing 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.
      My month-to-month membership was canceled by me via Crunch's cancellation policy of calling the processing center, yet an annual fee and additional monthly fees were charged to my account after it was closed. This was disputed through Chime with their understanding and Chime blocked Crunch from performing another transfer out of my account. ********************** then went to their parent company **************** to charge me again, and this is under investigation yet again. The dates provided *IN THE PAPERWORK PROVIDED BY CRUNCH* and shared in the investigation team's process prove my point and Crunch gym has taken almost $200 from someone who has attended their gym only a handful of times. There is not proper air flow/fans/conditioning in the room where group classes are performed.

      Customer Answer

      Date: 03/21/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:02/21/2025

      Type:Service or Repair 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.
      In October 2024 I was looking for a new gym home, I decided to sign up online for Crunch Fitness for their free trialunfortunately due to a vehicle problem I was never able to go to Crunch recognizing my problem I immediately contacted crunch before regular billing began to cancel my membership. To which they responded I would have to come in in personthe cab fees would have been $60 I told them I could not do that and told them I had never been in person to any crunch location and didnt understand why it had to be in person. They could not answer. This seemed like a sales tactic to me to get you there and not allow you to leave without trying to sell you on the gym once again. They wont stop charging me now fees are approaching $300 Im receiving harassing phone calls at work Ive asked them to cancel repeatedly they call again and again and hang up as soon as I answerI am not giving them this money and I did request cancellation in time verbally by phone to avoid any chargesthis is taking advantage of someone with lesser means and it is not right!!!

    • Initial Complaint

      Date:02/18/2025

      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 cancelled my membership and tried to cancel my personal training (12/27/24) , the personal training manager **** told me I should pause it and cancel after I use my final session because I would likely lose it if I cancelled my personal training. (Thats a lie I wouldnt have lost it I found that out after) I did as he advised and paused it, and when I had my final session I went right to the front to cancel my personal training.(2/6/25) They told me I cant even though my membership ended because I need to wait until Im charged again for another session. I dont even have access to the gym anymore and I only paused because the manager told me I would be able to cancel after I use it I told him my situation and he knew the whole time he was just s******* me over ,no morals. As a personal training manager he knew what he was doing and intentionally lied to make me do something that was not in my best interest. Upon looking at reviews I see This Is a issue many people are having. They are taking advantage of people

      Business Response

      Date: 03/07/2025

      Good Afternoon,

      Management Response:

      Our District PT Manager has attempted to contact the member numerous times and has been unable to reach them or receive a call back. A refund of $53 was submitted and she was appreciative that we followed up with her. 

      Thank you,

    • Initial Complaint

      Date:02/18/2025

      Type:Billing 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.
      Date of transaction : November ******* the crunch fitness won't close my account because they want me to pay the annual fee of 118$ which I never used there gym. = they keep trying to charge me in different amount.= they keep sending email that they are concern in my account. that I am not paying which I already told them to close my account at the very first. but they are not closing it until I pay.I joined crunch around November December is 1 month free .. billing start January. but it looks like they tried to keep charging me already in different amount, because of curiosity I came across to there website and read reviews then I found out people has the same issues with mine they got charges a lot .. so I blocked my card right away so they can't get money from my card. I got text from my apple that they tried to charge me 86$ 118$ 34$ 31$ so many different amount. which I don't get it !! I just joined and have to pay all those kind of amount ? and for not closing my account until I pay is like a predatory... The advertising says join cancel anytime but everything is a lie. I never went to there gym not even once. I call them for cancelation but the *** told me that I can't canceled over the phone it has to be upfront. so I went there once just to cancel my account the *** told me I have to wait until feb 6 and it will get cancel. but everything was a lie. I can't go back and fort to there gym just to close this account. and why I would I pay that much since I never use the gym not even once. after a day of joining this gym I called them to cancel but no one told me no cancelation over the phone not even online. I join online but I can't cancel online ... full of lies. I just want my account close. and why I have to pay annual fee right after since it's their fault for no one told me no cancelation over the phone.. I joined just to try not to pay ridiculous amount.

      Business Response

      Date: 02/26/2025

      Good Morning,

      Management Response:

      This issue has been resolved. I reached out to the member and contacted ***. Everything has been waived and the membership is officially cancelled. 

      Thank you,

      Customer Answer

      Date: 03/10/2025

      Better Business Bureau:

      Thank you so much .. they texted me already that they closed my account  


      ****** 


      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:02/18/2025

      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.
      Pembroke Pines west Personal trainer; **** ***** has caused issues with over 10 individuals in the gym, along with sexually harassing multiple girls. He has tried to bully and Physicallyfight gym members along with sexually harassing girls on a daily basis. With words and physical touch making these girls feel very uncomfortable. The girls are intimidated by this individual and are scared to come forward. He has been written up but seems like the management seems to oversee the situation. He has continued to harass girls as they are working out in their personal space Continuing to make them feel Uncomfortable. This trainer is supposed to be a leader and he wears up crocs to train clients.

      Business Response

      Date: 03/11/2025

      Good Afternoon,

      Management Response:

      We took this formal complaint seriously and did our due diligence in reviewing the information or lack thereof provided to vet it out. 


      It was addressed internally by HR and the local leadership team. Regardless of the findings or lack thereof we will not be sharing any of that information with the BBB. 


      The anonymous client also stated no further contact from the business. 

      Thank you

    • Initial Complaint

      Date:02/18/2025

      Type:Billing 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 canceled my membership on August 14, 2024, and had requested cancellation multiple times before that. Despite my cancellation, Crunch Fitness continued to charge me for six months after I had officially canceled. The total amount they owe me is six months which they continued to withdraw from my account without authorization.When I called to address this issue, the general manager laughed at me and was extremely unprofessional instead of taking my complaint seriously.After threatening legal action, they finally canceled my membership and refunded me, but this process should not have been necessary for a cancellation request to be honored.I want Crunch Fitness to implement better cancellation policies to prevent unauthorized charges. Proper disciplinary action is taken against employees, including the general manager, who treated my complaint with disrespect. For an investigation to be conducted into their billing practices to ensure other customers are not subjected to the same issue.

      Business Response

      Date: 03/16/2025

      Good Morning,

      Management Response:

      1) This member didn't realize he had made two separate accounts under our system. One account was made in July of 2023, and the other in February of 2024. One account was under the name **** *****, and one was under the name **** *******. In August of 2024, we cancelled the account that the email provided.


      We were unaware of the second account as this information was never presented to us until February of 2025. When notified, we took prompt action to cancel the active account as we found it was a duplicate account of the same person. We figured this out by matching birth dates, and the pictures of **** looked almost identical. We worked with **** to resolve this issue immediately and were able to figure this out within one phone call. We refunded the member for 6 months dues as we treated the original cancellation attempt made in August for both accounts considering they were for the same person. 


      2) Evidence of both accounts being cancelled is attached to this email at the bottom.


      3) Actions were taken to refund the account when the necessary information was provided in February 2025.

      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:02/17/2025

      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 pushed, lied to, and scammed into signing a personal training on the basis that I had 10 days before the first session to cancel. I tried to do that, and ***** the **** manager told me that was not an option. I took the loss and was under the assumption that it was canceled and I won't be charged again, but I was charged another $60 for another session I did not want.

      Business Response

      Date: 02/21/2025

      Good Afternoon,

      Management Response:

      Carmelo (PT District Manager) reached out to the client and fixed the account as requested.  Member was happy with the end result.

      Thank you,

    • Initial Complaint

      Date:02/15/2025

      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 crunch personal training and all they say to cancel is that when I am ready to do so just wait for a manger and have them cancel it for you as long as its 10 days before next billing when I do get in touch with a manager they she says I cant cancel because of a 3 month commitment that was never stated to me when I enrolled

      Business Response

      Date: 02/18/2025

      Good Afternoon,

      Management Response:

      The PT Manager spoke with this member on Saturday and explained the agreement in full. He agreed and understood. Is going to finish out the PT agreement with coach *****.


      Thank you

    Crunch Fitness is NOT a BBB Accredited Business.

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