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

  144 W 38th St New York, NY 10018-5006

• 

  Crunch Fitness

  1109 2nd Ave New York, NY 10022-1238

• 

  Crunch Fitness

  691 Fulton St Brooklyn, NY 11217-1212

• 

  Crunch Fitness

  113 4th Ave New York, NY 10003-4904

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:02/13/2025

  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 ** and membership,I signed up between 12/12 and 12/27. Shortly after my trainer magically quit. Im constantly being charged. Ive tried to call and talk to them and set something else up with them or cancel with them. I tried within the 30 days and went up there multiple times. Now Ive tried to do a lower membership and fix my PT because I finally got into contact. But all of sudden no one can answer me about a trainer and wanting me to do another kick off and charge me an annual fee, I was not notified about or talked to about. MOST of my experience with staff has been terrible and lack of interest. At this point they are taking money for services not render and if I cannot get a resolution soon I will be contacting the ********************************

  Business Response

  Date: 02/21/2025

  Good Morning,

  Management Response:

  I just spoke with the member and was able to get her back on the calendar. After my conversation with her she thanked me for reaching out and I have a feeling we will keep her as a member and get her back as a client.

  Thank you,

• Initial Complaint

  Date:02/12/2025

  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.

  On 2/5/25, I called Crunch Fitness ************ to cancel my membership, which had auto-renewed in December 2024 at a higher rate ($17.55/mo). Despite not using the gym since 9/21/24, I was informed I would be charged a $54.86 club enhancement fee on 2/28/25, along with a final $17.55 monthly fee.I requested cancellation but also asked to speak with someone about these charges. When I emailed the general manager for my membership agreement (since it wasnt accessible on the Crunch app), he sent a copy dated 12/30/23, which contains a forged signature. This fraudulent contract locked me into the $17.55 ratean amount that doesnt match any advertised membership options. After some effort, I retrieved my original contract from 9/2/23, which does not specify automatic renewal.When I first signed up in May 2023 (according to my bank statements), Crunch was newly opened and offering a Peak Results trial. I believed my membership would default to the $9.99 Base plan after the trial. Instead, I was charged $32.91. After disputing this with membership services, I was told I needed to switch manually, which led me to sign the 9/2/23 agreement under the impression I was choosing the $9.99 plan. However, I was then charged $17.55 for four months before having to correct it againlikely when the forged 12/30/23 contract was created.Reviewing my bank statements, I also found multiple unauthorized charges, including:$54.86 club enhancement fee on 6/13/23,$30.00 unknown charge on 11/1/23,$54.86 club enhancement fee on 11/16/23, and $50.27 club enhancement fee on 2/24/24.While I understand the annual fee, I did not consent to multiple charges in one year or fraudulent renewal practices. Given the forged contract, I seek:1.Immediate membership cancellation with no further charges.2.A refund of the last two months fees.3.A refund for extra annual fees in 2023 and ******.An adjustment for overcharges after my trial, totaling $312.65.

  Business Response

  Date: 03/24/2025

  Good Morning,

  Management Response:

  Yes I have already been in contact with this member. She originally signed up for a base flex, but then rewrote into a to base term. As we know, after fulfilling the base term contract it auto renews into a base flex. She then requested cancellation in which they are charging her the 30-day notice. 

  We did process a refund of the $312 yesterday. She is also fully cancelled with no further billing so all should be squared away now! I called but got no answer so sent follow up email to her!
   
  
  Thank you,

• Initial Complaint

  Date:02/12/2025

  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.

  Crunch bathrooms have been out of service for over a month. They are providing members with porta pottys that sit in front of the front doors of crunch that smell horrid! I pay for a monthly membership which includes the use of a full working bathroom and showers and dont have access to what Im paying for. The porta pottys are disgusting and the majority of the crunch customers will not use these. This is ridiculous and I think definitely goes against a certain standard of service.

  Business Response

  Date: 02/14/2025

  Good Morning,

  Management Response:

  Of note, we are working extremely hard to find an alternative solution. The owner has committed to bringing in handwashing stations and trailer restrooms to accommodate our members. This is not an ideal situation, but we are actively working to provide our members with a solution. We will provide an update on this member once we speak with him.

  It is a LL issue that we have no control over. We will reach out to the member but not much we can do to change the situation.

  Thank you,

• Initial Complaint

  Date:02/11/2025

  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.

  I originally had a membership at the Crunch Fitness in ***************************************************************************************************************************** in May 2023. I moved to **. When I signed up for a new crunch fitness in *********, ** May or June 2023 I was told I needed to discontinue my membership at the old location in ***********. I contacted *********** them via phone, and sent a letter which was their requirement and also called to make sure that it was cancelled for which I was assured. I did not receive anything from *********** that told me the membership was discontinued and closed via mail only a verbal confirmation over the phone. At the moment they only receive cancellations via mail which tells me it can be prone to misplaced letters, mistakes being made etc... versus email or fax. I have since called them 2/11/2025 and stated to them I need to receive all charges from that date May 2023 because I have been going to a different crunch fitness in *********, **. I have been contacted from the *********** crunch fitness via email and have been told they have received nothing from me concerning the closure of my account and yet I know I followed they're rules and spoke to someone via phone to make sure my account was closed properly. They will not refund all the money to include membership + extra equipment fees that were charged during each year and are currently still holding my account open. I feel their system of receiving letters only via mail is ripe with possible missteps from people handling only letters to cancel memberships verbally. I have since asked for any scanned document of the letter I have sent and only receive the same reply. Asking for BBB help in retrieving my refund from *********** crunch fitness. Because of individual locations being franchised under crunch fitness this is the type of mistakes that can occur definitely between locations. This was addressed in the past because the *********, ** location instructed me to discontinue ** *********** 

  Business Response

  Date: 02/14/2025

  Good Morning,

  Management Response:

  Can we get some more details from the member?  Such as when he called, who he spoke to?  Dates would help also, as there are no notes in his account.  He also signed up with a California address, so we don't really have anything to go by when he supposedly moved to California.  I'm also a little surprised that the ********* didn't call to help coordinate the new membership or try to transfer the membership.

  Thank you,

  Customer Answer

  Date: 02/17/2025

  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]

  Originally I had contacted the business stating per email that I wished to discontinue my membership with **********  I received no word from them (via email) concerning the need for it to be canceled a certain way until I noticed they still charged me even though I had already started a membership with the *********,** location    I called ********** location talked to a team member who stated it needed to be mailed   A response was mailed, I called a week later and was told letter was received but that it had not been updated as of yet but that it would be   Per their contract it states that the cancellation needs to be sent in writing it was, it was sent via electronic mail, and they acknowledge that it was received in June 2023.  The written contract does not say we do not accept electronic mail which is sent and communicated to them. This is the most widely used form of communication which is considered mail and incidentally they use email throughout their facility, they do not write letters to each other, nor would I assume they use post-its.
  

   Also per the other photo I have enclosed my key card visits.  According to their record keeping they have me still going to the facility from May until September when I had already left the area after a few weeks in May. I felt it was better to pay for a quick memberships versus a daily fee.  My address is ********** because I was only visiting my friend, also a member, for a few weeks so I do not know who they have attending the gym with the same key card number, but that is not me. I have asked the facility to look and see who was using that key card during that time because I am sure that they will find a different member   
  

  I am questioning their methods of communication gathering with  their contracts when they knew thru my email I wish to discontinue my contract with the ********* location.   I found out how they wanted it canceled and did so per their instructions   I was told it was received but obviously it wasnt put thru and eventually my credit card ended up paying for someone else who was using my key card number but wasnt paying for their own membership.  

  From these extra key card visitations I surmise that they didnt fully cancel my contract and allowed it to be used by other members which is fraud  I dont think they kept very good bookkeeping for this reason and therefore could have easily misplaced my cancellation letter after receiving it   Also, their contract is not clear when it states will only be honored when sent in writing because that is also what email is.  People do not use paper mail as much these days especially when email is readily available   They could have asked for me to submit my picture with my key card in order to cancel the contract or submit a quick facial video stating my need to cancel the contract due to moving back to my home base after visiting my friend near **********   None of this was done after they knew back in June 2023 that I wanted to cancel my contract.   They just kept continuing to charge me dues and fees for two years   

   

   

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

  
  Sincerely,
  
  ****** ***********
  
  
  
  
   
  

  Business Response

  Date: 03/16/2025

  Good Morning,

  We do not have any record of this member attempting to cancel.  The member also stated in his first statement that he moved to ********** in May of 2023, and in the second statement he stated that he had a CA address and was only visiting here for a short period of time.  He also has a membership that allows reciprocity and we have no way of knowing if he was using other locations under that membership.  By his statements, it's a little fuzzy on what to believe.  Also if there are check-ins past his supposed date of cancellation, the only way for someone to use his membership is if  he gave someone the key tag.  We will make sure that his membership is cancelled, but we will not refund his membership dues.  This member did not follow the processes for membership cancellation requests stated in his agreement.  We do not accept email requests, the member is required to mail in a signed request to cancel the membership.
  
  
  Thank you,

• Initial Complaint

  Date:02/11/2025

  Type:Product 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 have asked repeatedly for crunch fitness to cancel my recurring payments for personal training and crunch staff have repeatedly failed to do so. They give constant excuses and apologies but continue charging me 288$ every two weeks. Three consecutive times they told me it was canceled successfully but charged me again anyways. Now the business is refusing to refund the charges despite multiple signed and dated request for cancellation.This is my last attempt to recover my refund before i take crunch to court

  Business Response

  Date: 02/14/2025

  Good Morning,

  Management Response:

  We are refunding and contacting the member (2/12).

  Thank you,

• Initial Complaint

  Date:02/11/2025

  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.

  I would like to file a complaint with Crunch Fitness on ****************** in *********, **. I cancelled my training membership on October 2, 2024 with my last payment to Crunch Fitness on October 11th. This was drafted out my account and I received my cancellation form from *. ****. Little did I know this would escalate to a larger issue for January and February of 2025. I logged into my account and saw I was charged $212 on January 27th then an additional charge of $424 on February 3rd plus an overdraft of $37 on Feb 4th. I contacted the useless number on their website and quickly received the recording stating that the line is not monitored. How can you conduct business as a major company and do not allow your customers to speak with a representative. Later contacted the gym directly and was told they didn't see the transitions on their end and would have to reach out to corporate to see if it can be resolved. When asked for their number I was directed to give them a call back directly at the gym to follow up. Unfortunately, this has overrated my account and hasn't been resolved after 5 days. I contacted the gym again on Tuesday, Feb 11th at ****************** in *********, ** and was told I would receive a call back from their manager ****. I am still waiting on that response!!!! Clearly this is not an urgent issue for the employees of Crunch or their corporate office to have this issue rectified from a member who supported your business with not only the Peak membership but also partaking in personal training sessions that could've been completed with a trainer from ******* for better results. I have included the charges as well as the PT cancellation form with this dispute.

  Business Response

  Date: 02/18/2025

  Good Morning,

  Management Response:

  We are processing a refund as the client requested.

  Thank you,

  Customer Answer

  Date: 02/28/2025

  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:

  The company Crunch Fitness who uses ABC Fitness Clubcharge for payments are still being drafted from my account.  I provided both documents showing that this is to be cancelled initially on 10/2/2024 and then again on 2/11/2025.  The company has not refunded my account since the initial onset of this situation on 2/6/2025 and still continues to draft my account for services that are no longer being used.   I have attached the latest account information for each pending charge after the initial complaint with BBB was submitted.  These pending charges are in the amount of $212 and have been attempted to be drafted on 2/1/; 2/24 & another for 2/28.  I would like to have this resolved with my account refunded the amount owed and for this company to STOP trying to take funds from my account for services that were cancelled well in advance. 

   

   

   

   

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

  
  Sincerely,
  
  ***** *******
  
  
  
  
   
  

  Business Response

  Date: 03/24/2025

  Good Morning,

  Management Response:

  The client charged back the refund amount that we put in for processing, so no refund was granted.  Her PT package is inactive and I will stop those payments, but no refund will be granted since she already charged back those invoices.

  Thank you,

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  THIS IS ABOUT CRUNCH LOCATED IN ************* ON ********************: I was approached by ******* to try the kickoff. I was referred to ********, and spoke with him, I asked him would there be a charge (I'm there 4 days a week) ******** told me NO. I look on my statement and ******** charged me $10.00 fee for the kick-off AFTER he stated I wouldn't be charged. I spoke with ***** and another manager who told me they couldn't refund me, and I would have to speak with ********, who wasn't there at the time. This is unfair to me. Your company lied. My friends who go to this Crunch on ******* drive knows NOT to do the kickoff or any events, because they will be charged a fee, after being told they will not

  Business Response

  Date: 02/18/2025

  Good Morning,

  Management Response:

  We are refunding the ** in question.

  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 have determined that my complaint has NOT been resolved because:

   The issue has not been resolved. Crunch has not refunded my money
  
  
  
   
  
   
  
   
  
   
  
   
  
  "You can't grasp the Future holding on to your Past"
  
   
  
  Image removed by sender. one dcf
  
   
  
  Ms. ****** *******

    

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

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 03/28/2025

  Good Morning,

  Management Response:

  I refunded her last month for the inconvenience-- that's the $10 for the kickoff plus an extra $16 "on us"

  Thank you,

  Customer Answer

  Date: 03/31/2025

  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.  they have credited my account, Thank You for helping me BBB
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:02/10/2025

  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 had a membership at a gym named Fitness 19. My on file credit card expired and they called me for payment. At that time i told them i want to cancel the membership. They refused. I could not find a phone number to contact someone else from Fitness 19. Then I get a collection letter in the mail from Crunch Fitness about 2 years later. I NEVER signed a contract with Crunch Fitness. Ive never been inside any of their facilities. I paid the bill so that my credit, which i have been working on for the last 4 years, would not take a hit.

  Business Response

  Date: 02/19/2025

  Good Afternoon,

  Management Response:

  When I spoke with the member,  she wanted this off her credit report. I think where we currently stand leaves the member happy. Membership fully cancelled and all additional fees waived.

  Thank you,

• Initial Complaint

  Date:02/08/2025

  Type:Sales and Advertising 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.

  Mid pandemic (October 2020) I relocated to **. In feb 2021 I reached out to crunch fitness to cancel my membership. Because I was out of state, they instructed me to email them a photo of a handwritten cancellation request. Due to the pandemic I was unable to visit in person prior to moving due to closures. I did as instructed. They did not cancel my membership. This month i saw charges on my card, I reached out and they again instructed for me to cancel via email. I forwarded them My original email from Feb 2021, and they finally cancelled. I asked for a refund of the current charges only (***** + *****) not much considering they havent had permission to pull funds since Feb 2021. They now wont respond to my refund request.

  Business Response

  Date: 02/09/2025

  Hello,

  We're sorry to learn of your experience, and we apologize for any frustrations caused.  Please reach out to *************************************************** with your complaint.  Please be sure to include your BBB complaint number and supporting documentation for our review.

  Crunch Member Services

• Initial Complaint

  Date:02/07/2025

  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.

  2/2/25, I went to the crunch in ********* around 9:01-9:20, My son and i got out of the car and i seen on a door to the south that isnt in use it said 24/7. We went up to the door it was unlocked. No one was at the desk. I scanned my membership card it beeped like normal so i started to head to the restroom / water fountain. While walking in and checking in, I seen a guy there fixing tiles. he watched me walk thru the door and scan my card. I needed to walk around him to get to the the the restrooms and all. I smiled at him and said oh fixing some tiles. I then laughed causes i know thats a hard job. He said yes. his body language changed and he snapped at me saying who are you. I told him I was coming to work out He then snapped back saying the gym closed at 9pm and then asked me if the door was unlocked. I then started to feel a panic attack coming on and i said sorry door was unlocked and then rushed out the door. I sat in my car for a few mins trying to stop the panic attack. I seen him walk up to the door and mess with it trying to lock it. He kept looking at me in the car so i moved to a different part of the parking lot to figure out what to do. I decided the next day all go in and talk to someone tell them my concern and cancel.On 2/3/25 I went in between 11:30am - 12:00pm I told them i wanted to cancel. The guy asked me why. I informed him what happened last night and to me it shows on one door its 24/7. Another worker was off to the south side of the desk putting brooms and that together. She basically told me that the guy fixing the tile was from a 3rd party vender, that hes been trying to fix tiles when they are open but guest mess the tile up and he just had to keep fixing it. That there was nothing she can do or say about his actions. She said i should have checked the hours on the door and not BROKE IN after hours. I have more but not enough space.

  Business Response

  Date: 02/12/2025

  Good Afternoon,

  Management Response:

  Photos above are of our exterior signage. The 24/7 signs are on our Kids crunch exit doors, I believe it would help to have these removed
  
  Spoke to the member she apologized, stated that her trauma of past experiences caused her to view and react in a way she was sorry about. Explained to her it was okay and again offered her to stay as a member. She agreed, so I extended a free month and informed her of booking her Crunch-One kickoff to help her reach her goals during our opening hours. She did chuckle, said she just wanted to be told no one was going to view or treat her differently due to her reaction to the situation. Her account has been uncancelled. 

  Thank you,