Complaints

This profile includes complaints for Crunch's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Crunch

  2720 Broadway Center Blvd Brandon, FL 33510-2583

• 

  Crunch

  2591 State Rd 580 Clearwater, FL 33761

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:06/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 crunch fitness over a year ago and unknowingly signed up for physical training I had been receiving charges in the past and had tried to cancel many times in 2024 due to health issues once I was finally able to cancel back in june of 2024 I wanted to end my membership as well the crunch located in *********,** claimed they would do so. I found out today that I am still being charged for a membership fee and have been for long time I'm pregnant I can no longer work, I haven't stepped foot in that gym since February of 2024 and I have been charged an ungodly amount of money that I do not possess. Once again I tried to figure out what's going by calling the location and they said they would have to charge me a cancelation fee because they did not cancel it a year ago as requested.

• Initial Complaint

  Date:10/14/2024

  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 went into the location 3 times to cancel and each time I was given the run around! Called several times and was told someone would call me back or I needed to come up there.

  Business Response

  Date: 10/14/2024

  We do not show this account in our Franchise Network-- please contact your local gym for more assistance.

• Initial Complaint

  Date:09/10/2024

  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.

  My daughter **** (minor) was charged additional fees when we canceled the membership 30 days before the next cycle as we were told. We (my daughter and I) canceled the Crunch gym membership and TODAY we received a letter from an attorney's office showing a statement to be paid of $266.29. We have never received any other communication/bill in writing, we did receive a phone call requesting additional fees after we canceled the membership several months ago, but there wasn't ever an explanatory bill/statement showing what charges were due sent by mail when I asked for it during that phone call. That was the only communication we have ever received since. Please be advised that my daughter is a high school student, and doesn't have a job, I am responsible for my daughter, and I refuse to assume those charges when we followed the rules canceling the membership 30 days before the cycle. I was a member of the club, and did not go through something like this, is this because my daughter is a minor? I am disputing any charges, I demand to see what the agreement/contract says, the day her membership was canceled, and what exactly we have been charged for. By law, we are entitled to receive a copy of the signed agreement, especially if a minor is involved.

  Business Response

  Date: 09/13/2024

  The named member is not a part of our ***************** after investigating with our billing company, she would need to reach out to her home ************* location for assistance (we can't view another franchise group's accounts).  Thanks.

  Customer Answer

  Date: 09/17/2024

   
  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.

  My apologies for the confusion. 

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

• Initial Complaint

  Date:08/01/2024

  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 called Crunch Fitness on Forest Hill and Jog yesterday to cancel my membership after I saw that they billed me $71.78 out of my bank account. I was told I have to come in person to cancel it. So today I went to the Crunch Fitness on *********** and Jog to cancel my membership and they told me they would keep my account open because I told them I filed a claim with my bank account to reimburse me for the charges that I wasnt aware would be for such an amount as I dont recall it being disclosed to me when I signed up that I would be paying that amount. Either way, the employee (manager told me if I do that with the bank that they would keep my account open regardless of my wish to close it, which in itself means that Id still be getting billed for a membership that I requested to close. I mentioned it already went through, I want to cancel my membership. I was then told Id have to provide my credit/debit card to close my account and to be billed for the month of August. I retorted this is the last day of the month, Im trying to not be here anymore and close my account, why am I to be billed for another month that hasnt even started yet? That very much seems like a scam to take money away from me as a punishment for wanting to close my account. I told them I will file a claim for that as well. I asked them for their manager and for corporates number. I was told they dont have the number. I looked up Crunchs corporate number and no one answers the phone. It seems set up this way intentionally so they dont have to deal with people having issues with their policies and way of doing business. I was told to come back in an hour when their GM is available.

  Business Response

  Date: 08/12/2024

  Our Area Supervisor, ******, has attempted contact several times to no avail.  We are willing and able to assist, please return ******'s call and he will gladly help resolve your concerns.  Thanks!

• Initial Complaint

  Date:07/22/2024

  Type:Order 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.

  A few month ago i signed up for the corporate advertising agreement that they have, once i paid them the initial payment and filled up the form they sent me on the email. The next day i had a few questions i wanted to ask so i called the person who i signed up with and i didn't get an answer to the call and left a voice mail stating that i had some questions and asked if they could give me a call when they can. The next day i called again and it didnt go through so i decided ill wait for them to call me back, a week went by and i tried calling again and left another voice mail. I never heard from the person who was the corporate account manager or whatever the title is so i cancelled my card to avoid getting charged any further, when the monthly charge came it didnt go through and i still didnt received a call back so i just absolutely ignored it. At some point i got a call from a different employee and they told me that my account will be sent to collections, i expressed how disappointed i am about how the manager who signed me up couldnt return my calls and that this looks like an absolute scam so theres no way ill be paying them anything more and i void the agreement and i asked them to stop calling. After a few months now i finally got a call from the manager who signed me up and was informed that my account has been sent to collections for $900 and how they have a forgiveness program for half of the amount if i continue my subscription. I questioned her if my ad was even played and she said that it was for a month, i asked why should i be paying for the full period the and the only answer she could give me is because we have an agreement. At one point she got annoyed and rude with me and started talking over me so i had to raise my voice for her to hear me out, and when i asked why she wasnt so responsive after the day i paid she said she never received a call and hung up shortly after. I have photos of the calls i did call. Terrible service, scam business.

  Business Response

  Date: 07/30/2024

  Balance was waived and partnership removed from collections (and left in an inactive state).  Sorry for the delay in communicating back regarding your questions and concerns.

  Customer Answer

  Date: 07/30/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/19/2024

  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.

  Signed up for a trial in January of 2024. That was all that I recall ever doing. Went once, machines were down, tvs werent working, members were rude and inconsiderate and sauna was not working. Decided not to proceed with a membership. I went through their online system which they allege doesnt require a payment however my information was utilized to obtain a membership without my understanding or knowledge. Upon receiving a phone call from a collections agency relating to the membership on 06/2024 I advised them I never signed up for a membership and this mustve been fraudulently obtained. I called the gym location directly and was provided an email and reached out advising them that I never signed up and requesting copies of the membership agreement that was signed as well as any evidence of me at the gym. They provided me with a screenshot of a membership from 03/06/2024 and stated I went to the gym on 03/08/2024 at 8am but wouldnt provide me this video surveillance as I was out of town at the time. The email and address they had on file was incorrect and a prior address that I no longer reside at and hadnt resided at for some time. The manager refused to provide me a copy of the full agreement as I stated I wanted to have it reviewed by my attorney to determine whether this was fraud or not to proceed with legal action. They had TWO open memberships for me which they are attempting to obtain funds for. The memberships have differing emails yet the same information so now Im being double charged for two agreements and have no idea what the agreement terms are.

  Business Response

  Date: 06/20/2024

  Good evening,

  Sadly we cannot view ********* account as we manage the ****** locations and not those further south in ***** (they are on a different server due to them being a different franchise owner).  She would need to either address the BBB account for those locations or contact the clubs directly.

• Initial Complaint

  Date:06/13/2024

  Type:Customer Service 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.

  Dear **************** Team,I am writing to express my deep disappointment and frustration with the recent treatment I received from your customer service representatives. It is truly disheartening how your company allows your CSR to hang up in a customer's face and will not let a customer cancel their service with your company, while still attempting to charge them.In February of this year, I contacted your customer service department with the intention of canceling my membership. Unfortunately, instead of being assisted with this straightforward request, I was met with unprofessional behavior. The representative not only refused to process my cancellation but also abruptly hung up the phone. This level of service is unacceptable and not reflective of the standards I expected from Crunch Fitness.Furthermore, despite my clear communication about wanting to cancel my membership, I have noticed that I am still being charged. This is unacceptable and feels like an exploitative practice.I request that my membership be canceled immediately and that any charges made after my initial request for cancellation be refunded. Additionally, I hope that appropriate measures will be taken to ensure that no other customers experience this type of treatment in the future.I have been a loyal customer and am saddened by this experience. I hope that Crunch Fitness will take this complaint seriously and rectify the situation promptly.

  Business Response

  Date: 06/17/2024

  After reviewing the notes on file, we have waived the outstanding balance and canceled the account immediately.  ***************** signed up for a membership on 2/15/24 and was responsible for an initial 3 month term.  We received payments in March and April.  Per the terms of the agreement, ***************** was responsible for one more invoice in May, which we will not collect in this situation.  Given the temperature of the conversation (racial undertones/accusation), we will not be asking our team to communicate further with ******************. We hope that this middle ground is one acceptable for ******************.

  Customer Answer

  Date: 06/18/2024

   When applying on line it states one to a month. And my account was charged. I was being pressured by trainers constantly hammering my phone to up sale me for train. I explained to them several times to stop calling me. I am just in the area for tax season. And talked down to like a animal and hung up on several times

   

   

   Complaint: 21841724
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/24/2024

  *****************,

  Like mentioned in the previous response, we have canceled your account (as of the last message timing).  You won't receive any more correspondence from Crunch employees moving forward.  While the website does say "month to month", it also explains in the terms and conditions (you have to select that you read and understand them), that the agreement is for 90 days and then becomes month to month.  Because of your experiences, we decided to waive the 3rd payment required by those terms as a way to meet in the middle.  A refund will not be processed in this case, but we hope you find the waiving of the last invoice an acceptable resolution.  Thanks.

• Initial Complaint

  Date:05/08/2024

  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 have attempted to cancel my account with ********************************************* for over two months now. I have requested via email, through their website, and had no responses. I literally stopped the card that the payment was being withdrawn from, and as soon as they got that hit back, they reached out to me and told me my cancellation was still not through. When I returned back from *******, I went into one of the locations and attempted to cancel, the manager of the location actually insulted me, and is a 19-year-old female, I felt very intimidated. He has since called to apologize after my parent reached out to him. When I went into the main location to cancel, I was told I owed 60 something dollars and they would not accept my cancellation. I informed him that the membership needs to be canceled and I will dispute any charges that are owed with the corporate headquarters or through legal matters if necessary. This moment, they have not canceled my membership

  Business Response

  Date: 05/08/2024

  Hi *******, apologies for the back and forth and inconvenience you've experienced.  We have cleared the balance and are canceling the account immediately.

• Initial Complaint

  Date:05/03/2024

  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.

  For a month have tried to cancel membership. Was told through online website have to cancel in person. Can not in person due to transportation issues. Was told must hand write a letter to the local crunch gym. Wrote the letter and heard no response after 3 weeks. Was charged a fee again. Wanting to cancel membership with a refund after trying all ways to cancel and now missed the window to cancel without a fee. Would like membership to be canceled and reimbursed

  Customer Answer

  Date: 05/07/2024

  Fort ******* Colorado 

  I have emailed to ask if canceling within the first 24 hours like I tried to do would count with canceling free of charge. 
  could not get a response. GM finally emailed me and gave me a statement for $50 for cancelling. Just want to verify it cant be cancelled free of charge as I thought you could right away due to changes. 

  Business Response

  Date: 05/24/2024

  Member's account has been issued a refund of $29.99 for ***** payment. Membership has been cancelled and no further payments are pending. 

• Initial Complaint

  Date:04/08/2024

  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.

  I was contacted because my debit card expired for automatic billing. I requested to cancel my service, but somehow they obtained my new debit card information. They are continuing to bill me and, other than by contacting my bank and pretending to be me, I have no idea how they could have gotten my new card number. That's terrifying that their employees are doing this.

  Business Response

  Date: 04/09/2024

  Good morning ****,

   

  I can understand your concern , but I can assure you that your billing information is safe. When you become a member, we ask for 2 forms of payment 1 being a debit or credit card and the other being account and routing info to a checking account of your choosing. The reason for this is in case your card used for payment becomes invalid for any reason we are able to protect you from late fees being assed. To the bill in question it was drafted via ************ hope this clears up any confusion. I will however close the account if that is what you would still like to do.

  Customer Answer

  Date: 04/10/2024

   
  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.

  Please close the account.

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