Complaints

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:05/17/2025

  Type:Service or Repair 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 on line for a easter special of 4cents and no first month payment. they called me and said i won a free consultation to view the location and i had a meeting with a trainer that works with stroke patients. when i arrived i saw they charged me $10 for the meeting. the trainer stated that is for his time. Then i found out the meeting was not for a welcome tour it was to sell me 4000$ in personal training. The trainer was informative but i explained to him that i am taking things slow since i am recovering from a stroke. I felt overwhelmed and uneasy since he was pushing me to purchase personal training that kept lowering each time i said no. i finally told the trainer that i am going to come and see the gym since i never even had a tour. I returned a few days later and wanted to use the treadmill or elliptical machine to start. the attendant said i couldnt check in until i "liked" them on ********. I told him I never even saw the location yet. he grabbed my phone and said there i checked you in, he "liked" under my name and said here is a free t shirt for liking us. I said I havent even used your facility yet. he let me in. the machines, the elliptical on the left side 4th over was rusted and dirty. I then asked for help to use the tanning center and the employees were talking and not able to help me. I left after that and was not very happy with my experience there. i then checked my bank account and it showed that they took out a dues payment. i received my initial receipt that showed my agreement that states 4 cents sign on and 0 first month, i texted my trainer and he stated that he doesnt handle billing. i called twice after that an left messages to have someone call me back and no one did. i then talked to a front desk agent on the 3rd time and he said i cannot cancel and that i did have a first month payment. i gave them my receipt and he said its wrong. they charged me wrong and i just want to cancel. this company is misleading

• Initial Complaint

  Date:01/22/2025

  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.

  Cancelled contract and paid last months dues upfront. Was told at Crunch that there would be nothing more due. 4 days later another 50 dollars (2 accounts) where taken from my checking account. According to Crunch it may take up to 60 days for a refund. I specifically asked about does and was promised no more would be taken out on 1/17/2025 and had another month removed on 1/21/2025. It has caused overdrafts due to this. (Additional 64 dollars)

  Customer Answer

  Date: 01/24/2025

  They issued a refund on Jan 24.  Satisfied with outcome

• Initial Complaint

  Date:10/26/2024

  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 recently discovered that someone used my personal information to open an account with ********************** without my authorization. I have not signed any contract, given my consent, or provided payment information for this membership, and I have never used any Crunch facilities. Upon reviewing my credit report, I found that this fraudulent account has negatively impacted my credit score, as it appears a debt was generated and has now been sent to collections.I am requesting that Crunch Fitness investigate this case of identity theft and provide documentation showing authorization for this account, including any signed contract with my signature, so I can take appropriate legal action to clear this issue from my credit history. Additionally, I expect Crunch to implement stronger identity verification processes to prevent similar incidents for other consumers in the future.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair 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.

  In June 2023 Crunch Fitness opened a location in ********************* which I signed up for. Trained there for a couple months. Then one of the PT guys came up to me and offered a 10$ 30min assessment session that the club was running. Reluctantly I agreed. It was only $10 and I could potentially benefit from this. I did the assessment then after they sit down with you and review their findings and offer you their personal training sessions. I signed up paid in full for 36 session. Had a great time working out with my trainer. After those sessions were done and they go by quick my trainer asked if I would continue theyre offering a sale. We looked at it. I signed up but then had second thoughts. At this point they had already charged my account of $301.00 i spoke with my Pt and he brought over one of the managers ****** who had me sign canceling documents. I called the bank to dispute the charges but after a week they found that the charges were valid. So I said s**** it. The $301 paid for 7 sessions up front then they would be $86. I thought that after signing the cancelation Id be doneI was wrong. I woke up today to a withdrawal of ***** and it doesnt even have crunch attached to it. I had to call the bank to figure out where the charge came from. I texted my PT and he was just as confused as I was. I called crunch & asked to speak to a manager and boom who do i get ******. He tells me that after canceling I signed up for once a week. I said to him after canceling I never signed up for anything else. Now we have a bigger problem. If ****** is signing clients up to different training session & telling us that its a cancelation form then that sounds like a major problem. ****** shouldnt be in a position of management. I asked him to give me his district managers number which he refused but I also asked him to communicate that I would like him to get in touch with me which he said hes a very busy man. Something isnt sitting well with ****** hope Im wrong.

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair 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 documents to cancel my physical training contract June 28th. A payment for $116 was taken out of my account on July 12th. I called the gym to see why money was taken from my account and learned the documents I signed were never submitted. The documents were submitted on July 14th and I received a confirmation email. I still have not received a refund from this establishment. I spoke to my trainer, the training manager, and the district manager as well as emailing the management team at the gym. I have gotten little to no response on the matter. When I've talked to someone I kept getting told 5-7 business days, but I only received one response via email. It's been almost 2 months.

• Initial Complaint

  Date:02/13/2024

  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.

  Went in to cancel my membership. I was told it was canceled but I would be charged annual dues even though I would not be staying for the following year as I was canceling.I was told that in order to cancel I would have to pay 1 month of membership plus the dues and that my 30 days cancelation wouldn't start until I went BACK to the gym to cancel, which I had already done once.This is unethical, you should only be charging your customers who are staying for the annual fee as they will be the one benefiting from it. this is just another way to grift money.

• Initial Complaint

  Date:12/13/2022

  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.

  On October 14 Crunch fitness charged me $1232 for services/ trainings I never received nor did I consent to taking. There was a personal Trainer named Kristy who I spoke with to get information on their training program. I was informed that I had 3 days to either show interest or decline proceeding with their services. Within those 72 hours I contacted said trainer and let her know I would not be proceeding with the service do to unforeseen personal matters. I was then messaged to be convinced into staying in which I again politely declined and was never contacted again by the trainer. A month had passed by and normal gym charges were taken then all of a sudden I was hit with this charge. I went into the establishment to discuss this with a superior and they were disinterested in trying to assist me. I was brushed off and told that there was nothing that could be done for me . When I then processed to explain I never received training and I never consented to this service they told me I could take it up with their corporation. It has been exactly 2 months now that I disputed the charge with my financial institution and their corporate business and still have not gotten this resolved. I was made aware that a week after my dispute was filed this trainer was let go from this establishment. So not only did I not receiving training, my money was taken, and the trainer was fired from her Job. This is absolutely ridiculous and I work within a corporate establishment and have never received such awful customer service. I am now directing this matter to hopefully get it resolved.

• Initial Complaint

  Date:11/07/2022

  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 setup a mos. to mos. membership at this location as I was traveling to this area for work and was told I could cancel any time. When my company no longer sent me to *******, and after having paid the gym fees for nearly 6 months without having stepped foot in the gym, I attempted to cancel my monthly membership over the phone. At that point I was told I had to do this in person. I explained I did not live in ******* and that would be cost prohibitive to fly in to do that. They told me I could mail a written request to a PO Box in *******, *******. I sent two letters in March and May of 2022 but they continued to charge my card. I disputed the recurring charges through my bank who stopped the payments and recovered the funds. Crunch Fitness acknowledged I followed the correct procedures on the phone in early October. Today I received notice from a collections agency that Crunch Fitness is attempting to collect all the charges since payment stopped. I feel this business is intentionally trying to entrap customers who seek to cancel their membership and extort them for payment when you try to close your account.I would not recommend this business to anyone.

• Initial Complaint

  Date:08/30/2022

  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 have tried numerous times to cancel my membership, beginning in September of 2020. I was told I needed to send a notarized letter via certified mail. Received a confirmation that Crunch had signed and received my letter, yet two years later I am still being charged monthly. I called back in May 2022 after looking through bank statements and realizing I was still being charged. They told me they would look through their records for the "lost" letter and if they couldn't find it, they would call back to let me know I would need another one. 3 months later, no word from the gym and still being charged. It is such a scam at this point. We are talking nearly $800 over the course of two years of FRAUDULENT, unauthorized charges. Conveniently "loses" a piece of certified mail containing a NOTARIZED cancellation letter and then blames the customer by continuing to charge instead of taking accountability. I'm taking this beyond a review on BBB, Crunch.