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

  5929 E Main St Columbus, OH 43213-3353

• 

  Crunch Fitness

  3644 Fishinger Blvd Hilliard, OH 43026-9271

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:01/02/2025

  Type:Customer Service 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.

  I signed up for personal training. I met with a woman who scheduled me 30 min a week for $45. My first day of training I was told my trainer went to another gym. No advance warning. Literally called the day of training after I planned my day around this training session. I was given a different trainer who was great. Did the same price for 2 hrs a week. I was extremely grateful but it was short lived. I had maybe 2 or 3 sessions that were kept by the trainer. He kept cancelling sessions. Kids crunch closing definitely did not help and he did try to reschedule me around that. However, each make up time he rescheduled me for he cancelled last minute. I eventually informed him I cannot keep up with the constant back and forth with him. He agreed to cancel my contract which I knew had a 3 month agreement. I was informed before training with him even started, that if I was not satisfied I could cancel at anytime with no 3 month obligation. That was a verbal conversation so I obviously cannot prove that. I requested to cancel via text message and the trainer confirmed my agreement was canceled and I should not see anymore payments drafted out. Over a month later, Crunch suddenly processed $180 from my account. I texted the trainer and never responded. I called Crunch and he doesn't even work there anymore. The manager I spoke to said that they were having all sorts of the same problems with his previous clients with the same thing. The woman who works with the accounts was catching up on missed payments. The manager said he was speaking with the ** of operations. I forwarded him the texts between the trainer via email. He said he is fighting for me but he said the ** will always side with the business. I was told I could contact BBB but it would be useless and it would just go to collections. The ** broke his half of the agreement stating the amount of training and when I would receive it.

  Business Response

  Date: 01/03/2025

  Thanks for bringing this to our attention.  We have been in touch with ***** and her father have resolved this situation.  They were a pleasure to work with.

  Customer Answer

  Date: 01/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:11/05/2024

  Type:Product 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.

  On July 22, 2024, I opened an account (peak membership, $24.99 per month, access to all Crunch locations) with Crunch Fitness. I was underage at the time, so I needed a signed waiver to access the location. I was in ****, ***** and my parents were in ********, ****, therefore I was unable to access the gym. I tried to resolve this with the ** in ****, but our schedules conflicted so I instead decided to deal with it when I returned to ********. When I went to the Hilliard location, I was told that due to my home gym being in ****, my parents would be unable to sign until the home club location was switched to Hilliard. I was told it would take 3-4 business days to complete. I wanted to change my membership to the lower single club membership, but due to the transfer, I was not allowed to. I returned once again, after a week, where I was told that my membership had still not been transferred and that the membership was showing as canceled. After another week, the membership had still not transferred and we requested to talk to the ** of the location. The ** was unavailable on weekends and we returned multiple times ON WEEKDAYS, for them to still not be available. My time was wasted multiple times because the ** was never available. Many weeks had passed and I was still being charged without any access to the gym. We tried contacting Crunch via phone call and email and got no response. The phone # was unattended therefore no one was there to pick up the call. In September, we managed to get a meeting with them, from which we were told we would be charged a cancelation fee, EVEN THOUGH I DID NOT ACCESS THE CLUB ONCE. After being charged the cancelation fee of $54.11 on September 18th, I was charged twice more, on September 28th and October 28th for $29.05 each month. After the cancellation, I was unable to attend the gym and was still charged. The total amount I was charged was $171.39. I WAS UNABLE TO GO ONCE TO THIS LOCATION. THE LACK OF RESOLUTION IS UNACCEPTABLE.

  Business Response

  Date: 11/12/2024

  While I would love to offer support here the communication is confusing and difficult to follow.  Happy to work through and resolve.  Please reach me at ********************************** (****).

  Customer Answer

  Date: 11/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22518874
  
  I am rejecting this response because I still have not received a response from Crunch Fitness. I have emailed the email provided by the person who responded, and still havent gotten a response.
  
  Regards,
  Shaihrum *******

  Business Response

  Date: 12/08/2024

  Shaihrum has been in touch with us and we are currently working on a resolution - He has been extremely responsive and we look forward to getting this issue to a close here soon.

  Customer Answer

  Date: 12/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  Shaihrum *******

• Initial Complaint

  Date:11/01/2024

  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 have had serious issues with Crunch Fitness- Reynoldsburg and I can't express how disappointed and dissatisfied I am with this company! First, I feel like I was sold on a dream to join November 2023 on the membership and the training! They told me that I could cancel my membership at any time if it wasn't working for me. My initial trainer I signed up with, belittled me and was rude our 1st session, telling me "I can't get up on a ball and balance, but one of her 70-year-old patients could" as I struggled and walked out crying in my car, after I told her I had foot/ankle issues/plantar fasciitis (her name was T, horrible trainer). I wrote an email about the disappointment, met with the manager the next day and my training was switched to *****, better fit. Crunch was bad for me from the start, and I didn't see the signs. Second, I expressed to Crunch Fitness a month later, December ************************************************************************************************************************** my budget; they told me that it had to be a 90day notice. My thing is, if a customer is expressing hardship, especially financially, why would you make them stay paying for something they cannot afford? I just don't understand that. Crunch continued to take money out of my account, and I was behind paying tuition as I had told them. I was very emotional about it all. I haven't been to crunch since March 2024; I told them once more again that I couldn't afford them. No one said anything about signing anything. I thought I was good to go. I knew i couldn't continue because my last 3 semesters were going to be full time, not part time, which meant higher tuition. People say they care but they really don't; money is the root of all evil even when people express hardship trying to further their career. I am a single mother of twins who has to work to support them while going to graduate school. Crunch and staff have increased my anxiety and financial stress. I just want my money back stemming from my last crunch visit. Look at the records, I haven't even been there. Third, staff know nothing of the paying process, how it works, over charging members/ a ridiculous number of attempts because my account had overdraft fees; I mean so furious about this. In reviewing my card thoroughly, crunch has attempted, 2 from different offices, to pull charges from my card to my surprise; I could not believe it: March 2024: $34.39- 3/9/24 (charge posted/went through) April 2024: $34.39- 4/9/24 (charge posted/went through) May 2024: $34.39- 5/9/24 (charge posted/went through) June 2024: Someone got a hold of my information and wiped my accounts clean. I had to file fraud charges and close all my accounts and start over. I hit an all-time low and became so stressed and depressed; didn't even notice what Crunch was doing to my card! From this month, Crunch has ridiculously attempted to pull an over abundance amount of charges: 6/9/24: $34.39 6/10/24: $34.39 6/12/24: $34.39 6/14/24: $49.39 July 2024: NOTHING attempted to be charged on my card from Crunch!!! August 2024: $34.39- 9/9/24 (charge posted/went through) September 2024: 9/9/24: $34.39 9/10/24: $34.39 9/11/24: $34.39 and 9/11/24: $34.39 (2 times this day; looks like 2 different crunch offices) 9/12/24: $34.39 9/13/24: $34.39 and 9/13/24: $34.39 (2 times this day; looks like 2 different crunch offices) 9/14/24: $34.39, 9/14/24: $15.00-charge went through (2 times this day; looks like 2 different crunch offices) 9/16/24: 6x Crunch attempted to charge my card o $19.39 o $10.00 o $10.00 o $19.39 o $10.00 o $19.39 9/17/24: $19.39 9/18/24: $19.39 9/19/24: $19.39 9/20/24: $19.39 and 9/20/24: $19.39 (2 times this day; looks like 2 different crunch offices) 9/22/24: $19.39 9/23/24: $19.39 9/24/24: $19.39 9/25/24: $19.39 9/26/24: $19.39 9/27/24: $19.39 and 9/27/24: $19.39 (2 times this day; looks like 2 different crunch offices) 9/29/29: $19.39 9/30/29: $19.39 October 2024: 10/3/24: $19.39 10/4/24: $19.39 10/5/24: $19.39 10/11/24: $19.39 10/17/24: $53.78 10/18/24: $68.78 10/22/24: $68.78 10/24/24: $53.78 10/25/24:$68.78 10/27/24: $640.00 (this infuriated me to see this! Not only do I have bills that come out of my card, this is a ridiculous amount besides the other charges! My stress, anxiety, and depression levels hit the roof!!!! This is ridiculous what you all do to customers!) 10/28/24: ********/**/**: $68.78. This is the day I went to Crunch in Hilliard to go in and see why my membership had not been canceled when I said this a LONG time ago! The staff said I had to fill out papers and sign. They said that they were showing I had open charges which i disputed right away and emotionally told to ********* and other staff at the counter who heard me. He was very genuine and then said I had to go to the Reynoldsburg crunch to sign papers, which I thought was inconsiderate and made no sense, seeing the bad energy, bad customer service, and the "bullying" to make me stay in a membership I did not want basically since December 2023 and I did not want to be triggered. He took my my number and had me write my signature down towards helping the cancellation, all of a sudden today my card is charged (unauthorized) for $53.78 today 11/1/24. Which I immediately disputed and NEVER AUTHORIZED WITH THE NEW CARD I HAVE!!!! IT'S FRAUD!!!! Plus, this location was on the way to school and the email I received from my inquiry had come from ********, so I thought I needed to come to this location and didn't see it as a problem. ANY Crunch should be able to assist people with issues, not just the "opening branch." All of a sudden, I got a charge that went through today on my account, which I did not authorize and now I'm furious all over again, this is my money i used to support my twins, this is my life, and I am so frustrated. ** I WILL NEVER EVER RECOMMEND CRUNCH FITNESS TO ANYONE I KNOW. AND WE ALL KNOW, SOMETIMES MARKETING SPREADS BY SIMPLE "WORD OF MOUTH!" I WILL NEVER RECOMMEND ANYONE JOIN THIS GYM!!! ** ************ says they care, doesn't go along way! They take your money, with AND WITHOUT YOUR KNOWLEDGE, false advertisement, and heartless people hungry for struggling people's money even when they tell you!!! I have been working in customer services for over 11 years to service others, if people are not happy with you, let them move on! ** 

  Business Response

  Date: 11/12/2024

  We have been in touch with ******** and are actively working on a solutuon.  We'd like to thank ******** for being so willing to work with us.

   

• Initial Complaint

  Date:04/30/2024

  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.

  extremely difficult to cancel a gym membership. i've paid up any past dues in March (which was for Feb and March) and communicated that i wanted to cancel at that time. in the past i've been able to do it via email but i'm being told i have to go in to the gym or send certified mail to cancel while i'm still being charged. if i can sign up for a gym membership online, i should be able to cancel in the same manor. i've communicated with the collection department at Chruch and contacted the local gym about the desire to cancel and they have documented the request but are unwill to help. i'm being told i can't cancel until all past dues are paid but i haven't used the gym membership and i've been trying to cancel it since March. i have not used the membership since Feb. this was prompted again when i received a past due bill from them for april.

  Business Response

  Date: 04/30/2024

  **** will need to folow our policies and practices in place in order to cancel.  We have been in contact with **** to ensure he has clear lines of communication from us.  We can now close this matter.

• Initial Complaint

  Date:03/05/2024

  Type:Billing 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.

  I have never stepped foot in this gym. I signed up for the 3 day trial. I wasn’t happy with the gym so I did not join. I was still charged $163.11 on March 17,2023 I went in a canceled an thought everything was fine. Now have a creditor calling m saying I owe them $223 an I do not. When I canceled they told me I owe NOTHING. An now this is affecting my credit. I’m so upset. I have my cancellation form a payments that were charged. I don’t even care about getting my money back. I want this off my credit. The worst situation I ever experienced. How do You charge someone an annul fee after charging $163 after a cancellation? I need this off my credit.

  Business Response

  Date: 03/05/2024

  Hi ********, 

  Thank you for sharing your experience with us.  After reviewing your documentation and looking on our end you 100% correct.

  Our team will remove you from collections and zero out your account.

   

  Customer Answer

  Date: 03/05/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  Date:11/10/2023

  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 stopped in this location to cancel my membership in June of 2020. I spoke with the manager, ****** ********* and filled out a cancellation form. I noticed today that I am still being charged this membership fee, which they will be able to show that I have not entered their location since 2020. When contacting the business, they said nothing could be done and that I would have to re-enter the location to fill out another cancellation form.

  Business Response

  Date: 11/13/2023

  We have been in contact with ******.  While we do not have a signed document on file to corroborate ******'s recount of events we will work with ****** to ensure he is looked after.

  Customer Answer

  Date: 11/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20854192
  
  I am rejecting this response because: 
  
  Business has made contact as states, nothing resolved as of yet.
   
  Regards,
  
  ****** *******

• Initial Complaint

  Date:11/06/2023

  Type:Billing 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.

  I terminated my account with this business when they raised their rate back in November of last year the next month they Tried again taking money out my account I again contacted them and thought the matter was taken care of now a few weeks ago a Collection agency contracts me say I owe 153.00 which I don't I've tried to contact crunch with no success so I'm reaching out to you guys to resolve this matter I dont owe them anything & I stand on that I know I Cancel my membership because I had been paying them for the last 2 years & I really didin go so when they raised the rate I was done

  Business Response

  Date: 11/06/2023

  **** - Thank you for bring this to our attention and giving us an opportunity to fix the problem at hand.  We were able to see your cancelation document and also remove any past due balance associated with your account.  You are no longer past due and no longer in collections.

  Customer Answer

  Date: 11/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  **** ******

• Initial Complaint

  Date:12/16/2022

  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 called Crunch and to cancel in September Their number, *********0, is disconnected. I finally went in after getting a charged for 3 months and not using the membership. I went to the fishinger road location in November after that months dues were billed and signed the doc to cancel. I did not ask for the billed amount to be refunded evethough I clearly hadn't been there in months. I got billed today for the monthly and yearly fees. I went in today and they said they have no record of me canceling. They said I should have gotten an email. I was not aware of this and tried to find the email. Since my emails delete after 30 days it wasn't there. I asked for a refund for this month. They said no and that I would still be charged for January. I told manager that I would be disputing this with my bank. She said fine and that it would just go on my credit and that was on me. I would have just called them to dispute this but again their number says its disconnected. I am not sure why my first cancelation did not got through. But after looking at my account and seeing that I haven't used it in months and was not asking to have those months refunded just the charges since I cancelled in November should have been a red flag that I wasn't just trying to get out of it. I disputed these charges with my bank today also and will do so in January when they said they are charging me again.

  Business Response

  Date: 01/06/2023

  After reviewing your situatuon we are more than willing to assist.  Please reach me at ************************** and we will handle together.

   

  ****

• Initial Complaint

  Date:11/03/2022

  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.

  Over the past few month's my finacee has been attending crunch fitness. He had a personal trainer for that time. During spring to mid summer he asked his trainer (****) to stop payment for his personal training because he was not going to be able to go to the gym for that time and he didn't want to pay for the sessions he'd miss. Trainer **** said fine, he would stop, but that never happened. We were charged throughout the entire time. Trainer **** said he'd make it up and give sessions, that never happened as he was fired. Then in September my fiancee asked to cancel his personal training sessions because **** was fired. They said we would be charged for October, but starting in November we would not be. I was just charged $200 yesterday for November. I would like to go back to Crunch Fitness, but don't feel comfortable or trust that they will actually cancel the personal sessions. Now I want our entire membership cancelled, personal training sessions cancelled and I was my $200 back. I do believe I'm owed a total of $600, but the $200 will be sufficient as I just want out at this point.

  Business Response

  Date: 11/04/2022

  Good afternoon.  I'd be happy to work with you on this.  Please reach me at *********@truluc.com.  Please know, **** was not fired, instead he decided to move on and explore other opportunities.  We supported **** in his decision and wished him the best of luck in his new endeavors.  He left on great terms and will always be welcome here at CRUNCH.  I urge you to gather all facts prior to reaching out.  Looking forward to connecting with you soon ~ ****

• Initial Complaint

  Date:11/02/2022

  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 urgently moved away from Crunch Fitness and don't have a location near, so I needed to cancel my membership without coming in person. I called and spoke to a male worker who said I needed to send a letter to a PO box in Cincinnati. The letter was sent back to me as an invalid address and I was charged for that month. I called and the GM told me it needed to be a certified letter - told her I wasn't aware of what a certified letter was and if I knew about that, I would have sent that instead because I haven't used the club and needed to cancel ASAP. She was extremely rude and told me her employees are well trained and I must not have been listening. I called back again to ask for the correct address since my first letter came back with an invalid address and I was given the headquarters address in Cincinnati. Right before I sent the letter, I called to confirm the address one last time and asked when I needed to send the letter by to not get charged. I was told to send it to the Fishinger address in Columbus and to send the letter 10 days before my billing date - which would be the 20th. I sent the letter to the Fishinger address on October 18th and got charged again for November 1st. I called and no one knew how to help and I was told to email the GM but I have not received a response.

  Business Response

  Date: 11/03/2022

  As a courtesy we will cancel your membership immediately.  Thank you!