ComplaintsforCrunch Fitness
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Complaint Details
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Initial Complaint
10/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I am an immunocompromised individual. As a result, I put my Crunch gym membership on hold due to the Covid-19 pandemic in March 2020, and have not stepped foot inside a Crunch gym since that time. As required, I continuously reached out to Crunch gym every 3 months to renew my hold, as I have continued not to feel comfortable going into a public indoor space. While my account has been on hold for a 17-month period, and AFTER I cancelled my account in August 2021, Crunch gym charged me an annual fee. I have tried working with ****** Services to get the annual fee refunded, but they have continuously changed their tune as to what they require to refund the fee, and ultimately refused to issue the refund. .Business response
11/05/2021
Hello,
We apologize for your frustrations, and have further reviewed your account and all documentation. Please look out for another email from *************************************************** to coordinate the processing of the refund of your annual fee.
Crunch Member Services
Customer response
11/10/2021
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
10/14/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I called the gym twice on October 14th, 2021. I attempted to cancel my gym membership, but was informed both times I couldn't over the phone and I had to come in, in-person. I believe this goes against a recent New York State law that makes it unlawful to prevent gym cancellation over the phone.Business response
10/15/2021
Hello,
Thanks for reaching out to us with your concerns. We're sorry to learn of your frustrations related to the terms you agreed to upon joining.
Crunch does not prevent members from cancelling. The directives noted in your agreement clearly read to email *******************, send a certified letter to our P.O. Box (address in the agreement and available online), or complete an in-club form upon your next visit. We don't and will never accept a verbal request, arrangement, or amendment to the agreement.
If you're interested in canceling your membership, please email the request to ******************* to proceed with cancellation. Please be advised; your cancellation will be effective as of December 1, 2021 when the request is made in October.
We will standby for your email.
Crunch Member Services
Customer response
10/23/2021
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
10/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
In around March 2021 i started membership with crunch fitness bensonhurst in Brooklyb but had to cancel after just 2 weeks in because i had to leave state for military service. I filled up thr form at the front and informed them about the situation and i was told that i will be only charged once and i should not see anymore charges. Instead i was charged multiple times and even a yearly registration fee at my credit card. I disputed those charges and got my money back but now just received a call that i owe crunch fitness and my account is being sent to collections. Even though i contacted the loval manager multiple times during the earlier dispute and i was informed that it will all be taken care of.Business response
10/19/2021
Good Morning,
Upon review of ***** *****’s account I discovered that he was in fact sent to the collection agency of record for a total amount of $346.40, which includes four months of unpaid dues, as well as his annual which was processed and then disputed by the member on June 1, 2021. ***** enrolled in our clubs services on March 30, 2021 with his first payment being due April 2021. We collected his first month’s dues in April and then in May his dues and annual fee were processed, at this time ***** decided that he was not responsible for these dues and disputed the charges, however there was no contact with the club in regards to changing his membership status. Our facility attempted to reach out to him on multiple occasions to update billing information on his account. We finally made contact July 15, 2021, when we informed the member that his account was seriously delinquent and would be sent to collections at the end of the month should no payment or payment arrangement be made. It was then that ***** told our membership advisor that he had intended on cancelling due to the fact he would not be in the area. Our advisor then informed him that if he would provide us with the cancellation request we would honor the cancellation.
The proof of cancellation was never received, nor did we have any further communication with the member until now. We would be willing to adjust the amount that was sent to collections, by removing all of the late fees and adhering to the cancellation policy in his contract. Had we received the cancellation form in a timely manner ***** would have been responsible for one final month of dues, along with his annual fee which he had disputed and now is delinquent. The total for both items is $104, we would be willing to settle with a payment of $100, made directly to us, which enable me to cancel out his membership in good standing. Please let me know if there is anything additional I may be able to provide to assist in resolving this matter.
Thanks!Business response
10/20/2021
I see that ***** stated that he had cancelled due to deployment in his initial correspondence. Upon review of the account I see that he had last checked into the facility in late April. If he would be able to provide documentation or proof of deployment, I would then be able to assist in closing his account with nothing further being owed by the member.
Thank you
Initial Complaint
10/12/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I called the gym 4x in the span of 3 months to cancel my membership. I called in time before payment. They charged me $23.99 on 10/05/2021. I would simply like my money back.Business response
11/04/2021
Good Afternoon,
Management has reached out to the member and haven't received a response. Only account I show was cancelled in September and has not been billed since 3/5 because it was on freeze. The account was under ***********************.
Thank you,
Initial Complaint
10/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I started a membership with Crunch fitness ********* in March 2021. I then found out I was high risk pregnancy and called to cancel my membership. They informed me I needed to go into the club to sign the cancellation, which I did. I continuously received harassing calls about billing issues. Each call I informed them I already cancelled my membership and stated my reasoning. They continued to call me and would not stop billing me. Now here we are, 9 months later and they have sent me to collections. This is absurd and total horrible business.Business response
10/13/2021
Hello,
We're sorry to learn of your experience, and we apologize for your frustrations. Kindly email *************************************************** with your inquiry along with supporting documentation for our review.
Crunch Member Services
Initial Complaint
10/12/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up for personal training sessions at my then-local gym, Crunch Fitness on *********** in Manhattan. I inquired in September of 2020 about cancelling my PT sessions for a refund due to not being local anymore and I never received a response. I have attached records to this message. I live about 2 hours away from the *********** Crunch and since COVID hit, I do not go into my office anymore which is directly across the street. I understand under normal circumstances Crunch apparently does not provide refunds for PT sessions; however, I don't understand their decisions during a national pandemic. The club manager promised to get back to me several times and only did twice, both times being after I emailed the corporate email. I am not engaging with the club itself any longer and need my monthly membership canceled, at least. Please see the attached emails that have been taking place for over a year at this point and let me know if you have any questions.Thank you so much!Business response
10/13/2021
Hello,
We're sorry to learn of your experience, and we apologize for your frustrations. Please email *************************************************** with your inquiry and include all supporting documentation.
Crunch Member Services
Customer response
10/15/2021
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 consistently emailed the address they provided and it takes weeks to get a response. I am personally fine but this practice is terrible for future customers.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
10/27/2021
Good afternoon,
We're sorry to learn of your continued frustrations; however, we have been monitoring our inbox, but we don't see an email to us has been received. Kindly provide us with your ticket number. You may email that ticket number to ***************************************************
Stay safe,
Crunch Member Services
Initial Complaint
10/04/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
I became a member of crunch fitness in March 2021 by April I wanted to cancel my membership because I wasn’t happy with the gym it was too crowded and uncapped. While I was there a trainer discussed a special they were having for one week of personal training for $75 because I got a special discount being a new member. I decided to try it he had me sign some thing I didn’t have my glasses on I didn’t want to sign it but he pressured me it was such a great deal one week I said at least I could try it and then if I could afford later I would sign up for a membership and included personal training to this day I’ve tried to cancel this membership for almost 4 months also they have overcharged me about $1200 for services I both tried to cancel never received never wanted and was never aware that I was going to be charge for. This is absolutely a fraudulent practice and after I read the reviews I see that I’m not the only one but I’m one of many many people. SHAMEFUL & CRIMINALBusiness response
10/14/2021
Good Afternoon,
We spoke to the member on the phone and provided the refund.
Thank you,
Customer response
10/15/2021
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.
The refund check is supposed to be mailed!
Sincerely,
********** ******
Initial Complaint
09/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Crunch fitness sent my account to collections. My boyfriend signed me up for a month to month membership during their Valentines day special in February 2021 (2 memberships for the activation price of 1), so I did not sign any contracts with the gym. I cancelled in person around April 2021. In September of 2021 I received a notice from a collections agency claiming that I owe Crunch unpaid membership dues for services that I have not used in months. The manager at the Aurora, CO location has been unhelpful and did not get back to me for 10 days after I initially inquired. They are saying that the charges are valid even though I cancelled in person. They have lost my cancellation form and are unwilling to help.Customer response
09/28/2021
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,
******** ********
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Customer Complaints Summary
892 total complaints in the last 3 years.
407 complaints closed in the last 12 months.