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:06/03/2025

  Type:Order 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.

  Description of complaint:Complaint Summary: On April 5, 2025, I visited Crunch Fitness to freeze my personal training account for two months due to financial hardship. The staff member helping me (signature illegible) submitted the freeze form, which incorrectly listed *** ******* as the employee and showed a next billing date of May 30, 2025. I was verbally told billing would resume around June 5, not May 30. Later, when I tried to cancel, I was told I still owed an additional $136 (equal to two session payments) even though I was not informed of this policy at the time of freezing. The freeze document makes no mention of an extra payment being due post-freeze, and I was not provided with any written policy explaining this. (I even already have 2 sessions that are owed by the gym which were already paid for). I submitted another cancellation request on June 2, 2025, effective June 14 (but it should be effective June 2, 2025 or at the most 10 days afterward) and was again told I must pay the $136. **** *****, dismissively insisted thats just how it goes, but no one could show me where this is stated in writing. The final cancellation form (signed by **** *****) lists June 13 as the Next Responsible Bill ***** which conflicts with the previously agreed terms. When I asked questions, staff became dismissive and unprofessional. A trainer named TK was rude when I attempted to schedule remaining sessions, and front desk staff defended the behavior. This interaction left me feeling disrespected and misled. Crunch Fitness has not attempted to resolve the issue or explain where in their contract this charge is justified. I request a waiver or refund of the $136 and clearer, more honest communication for future members. Transaction amount disputed: $136 Disputed charge date: 06/13/2025 Account/Order/Tracking number:0481014940 Money paid to business:272.00 Desired settlement:Refund

• Initial Complaint

  Date:04/17/2025

  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.

  On 3/26/25 I asked to be switched from existing membership(peak) to a Silver Sneakers membership which would discount my membership starting in April 2025. The manager of my club has to do this. ***, the manager, did change the account in some capacity but an error was made according to them. There was a new account opened without eliminating the first (per them). There was a charge on March31st(15.98 )and on the 31st( yearly fee for upcoming year charged,( not charged on Silver Sneaker account btw) and a charge on April 4th for the original account( still open) . I contacted the manager almost daily and ABC Fitness Solutions to no avail. I wrote the district manager and CEO. It has taken a month for Crunch to finally close the first account which was their error. They are refusing any refund on double payments by me. I will be charged on April 26th for ***** which is correct for the new account. Is this a pattern to get double payments I wondered? I felt it should be looked into.

• Initial Complaint

  Date:09/09/2024

  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.

  Crunch is intentionally and very clearly misleading consumers on their website. It shouldnt be allowed, and should be lawfully investigated. On 08/13 I signed up online for Month to Month No commitment membership to Crunch fitness, for the Carollwood location. The website registration process boldly and clearly lists the membership with the words No commitment all the way through the payment process. Cancel anytime. The truth is that they do require a commitment of three months. After one month I attempted to cancel, and the Carrollwood location informed me that I would have to keep my membership / pay through November (a minimum 3 month commitment, in other words) in order to be able to cancel, a 145 dollar charge for me, someone who is not using or visiting Crunch gym. There was nowhere in my agreement email that advised of this (Ive attached screenshots) The terms and conditions in the email they sent are conveniently broke as well, with poor HTML code which I can forward (and surely they have receipts as well). Crunch is using intentionally false or misleading statements on its websites. As a result I can not cancel my membership until November unless I pay 145+ dollars for all three months. This is an AWFUL business practice.

  Business Response

  Date: 10/15/2024

  Several voicemails were left with Ms ******** addressing her concerns.  If they do not meet her expectation, please return the call and we will gladly assist!

• Initial Complaint

  Date:07/24/2024

  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 bought a membership and fitness training at this location on July 3rd 2024 . After I got home , I decided to check Crunch online reviews to get more acquainted and to my surprise, came across too many horrible complaints and got alarmed .I have spotless credit , and wanted to avoid future headaches with this business . The very next morning , On July 4th 2024 I went to Crunch in person and cancelled both , membership and training sessions .Full refund policy , 3 day cancelation .The membership and training are two separate transactions , clients are only able to cancel training sessions with management , which also worried me . I was told not to worry and was promised by ******* the manager, to get my full refund in 12 days , got a cancelation receipt which I didnt find as clear as the membership cancelation receipt . I informed him I wanted to cancel due to complaints online. I still havent received my $424 refund for training which I havent had since I cancelled within 24 hours .I have called , about 3 , 4 times , Still nothing . Last time I was told he would call me back but he didnt , I called him then again ,myself , same response refund is coming . I called today again on July 23rd ,the employee is already familiar with the subject and informed me he was in a meeting . I said it was about my refund again the employee said he would call me later .I have already waited for him to call me back the other time and he didnt, I had to call him , I dont like this situation . I have called an 800 *** financial and a man hung up on me .I just want this business to honor its word and policy .I have cancelled within 24 h , paid $424 and have never used his facility . I even had to call another location whose manager seemed much more sympathetic and concerned with my situation and informed me I should have gotten this refund already .. I just need my $424 refund as promised . Thanks .

  Business Response

  Date: 07/25/2024

  Both membership and PT have now been canceled.  Refund processed as well (should arrive in 3-4 business days).  So sorry for the delay, all employees have been coached to prevent this from occurring again.  Please let us know if the refund isn't received within that time frame.

  Customer Answer

  Date: 07/30/2024

   
  Better Business Bureau:
  
   I have received my refund of $424 after I contacted another location ,where a very caring and concerned manager  resent my refund form  correctly on July 23 rd , this matter has been then closed thank you , BBB . 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/11/2024

  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.

  Personal training contract was cancelled in person as they require. All charges stopped accordingly. 3 months later they started billing me. Was told I had a three month contract. Explained I have contract in front of me. ********************* apologized and said I was right. I have made numerous attempts to resolve. Note contract amount was for $240. Then they charged me an additional $480 three months later.

  Business Response

  Date: 06/25/2024

  Requested refund has been submitted for processing.  We apologize for the back and forth.

  Customer Answer

  Date: 06/27/2024

   
  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,
  
  *******************

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21819525
  
  I am rejecting this response because:
  1.  No amount was provided for the credit. Should be $480 since that is what they fraudulently charged me  

  2.  How will the refund be received?  Will it be a check mailed to home address of *************************************** *****, FL 33612?

  3.  When can I expect to receive the refund?

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

  Business Response

  Date: 07/04/2024

  Hi ****,

  We had **** (PTM at Carrollwood) reach out to discuss your questions-- I'll recap here.

  1.  Refund amount is $300, discussed between you and ****.

  2.  Refunds are back to the payment method that it was drawn from.

  3.  Typical turnaround time is 3-4 business days, depending on the bank.  Given the holiday weekend, I would expect mid to late next week at the latest, please let **** know if you haven't received it by then.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21819525
  
  I am rejecting this response because: I am owed $480 in fraudulent charges by Crunch (the franchise). **** contacted me regarding the $300 refund. I sent him a reminder text with the PT contract. It was for 2 months not 3. It was never frozen either. All credit cards used for the personal training contract have been cancelled. I will only accept a refund check in the amount of $480. That is what was fraudulently charged to my credit and debit card and what I am owed. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/24/2024

  PT refund was processed on 7/8/24-- if those monies weren't received please let **** know at the club and we can investigate further.

  Customer Answer

  Date: 07/26/2024

   
  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:05/02/2024

  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 1/25/24 I signed up to join Crunch Fitness with the Peak Plan membership. Additionally, I was interested in personal training and received a consultation that resulted in aggravating my lower back. At that point, I decided that I was not ready to join the gym and on Monday, 1/29/24, I asked that my membership be cancelled since i was still in the grace ****** per Florida statue of 3 business days to cancel with no cost. At that point, ******, the manager stated that it was not business days, that it was calendar days and I was unable to cancel. I then proceeded to write an email to the email address provided, ********************************** and I provided them with the Florida statute that states it is 3 business days with no response. I have called and spoken to ****** many times and he states each time that he is processing my cancellation and I will get reimbursed to no avail. My account number is ********** (on my barcode). Additionally, ****** on 4/22/24 emailed me a cancellation form with a signature that they have on file, not one that I signed dated 4/22/24 and when I questioned him about the date, he stated it was just so they can process quicker. I am attaching my original request to cancel, my follow up email to the request after a telephone conversation, and the cancellation form he sent me on 4/22/24.Thank you

  Business Response

  Date: 05/03/2024

  Hello,

  After reviewing the account, the member ******** is correct. She did attempt to cancel the membership within 3 business day in accordance with Florida law. I have closed the account as requested and have begun the refund process.  

  Customer Answer

  Date: 05/03/2024

   
  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:05/02/2024

  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.

  I initially signed up for personal training back in November 2023, I informed them that I wasnt able to do it because I was moving and having some back problems and my physical therapist told me I was unable to do the training. I understood that I signed the agreement so I was willing to pay the $212 for 5 payments. that was my agreement, after I canceled and everything they have still continue to charge my card $212. I have been charged a total of nine times $212 and I havent received any training. Every time I contact them nobody can help me or theyre gonna send it in to *** financial to request for a refund. And then I get denied. Every person I talk to at this crunch tells me a different story. None of the managers can help me and nothing can get done. I am not responsible for the last four payments because that was not in my agreement and I reached out more than 20 times for some help , and nobody at this crunch can do their job properly.

  Business Response

  Date: 05/06/2024

  On several occasions we have attempted to call/text ******* to discuss her account.  We do agree that ******* was overcharged, but it was only 2 invoices and not 4 (there were several chargebacks on the account giving the impression of multiple charges by Crunch).  To date, 7 invoices were collected and only 6 were required.  In good faith (and since we cannot get ahold of Jaselle) to discuss the chargebacks, we are refunding an additional invoice.  ***** (District Manager) is leaving ******* a final voicemail outlining this resolution.

  Customer Answer

  Date: 05/06/2024

   
  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:03/25/2024

  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.

  I purchased a 90 day personal training agreement from Crunch Fitness Carrollwood.About halfway through the 90 day contract period, the Crunch Fitness representative then convinced me to increase my sessions from once a week to twice a week for the remainder of the agreement. They then rushed me through an electronic signing for this personal training contract upgrade on a pin pad without verbally telling me that signing it would extend the training contract for 90 days. They emailed me a copy of the agreement. Later while reading it I found it had extremely small print and was confusing, ****** complicated to understand. They should have disclosed the 90 day extension to me verbally before ******* me to sign the agreement on the pin pad. I would have declined the upgrade specifically because of the 90 day extension. They knew that because I told the trainer I was agreeing to upgrade the remaining sessions for the original contract dates only.Later when I noticed I was still being billed beyond the original contract end date, I asked Crunch management to reverse the transactions. Their position was "it was disclosed in the fine print" and I needed "pay up" or it would go into collections. These are deceitful and predatory business practices.I then immediately paid off and cancelled my Crunch membership and changed my credit card number with my CC provider. Subsequently Crunch went on to use a "virtual card number " they'd created and linked to my credit card account and continued to bill me, until I had my credit card providor block them from using their "virtual access link". This conversation was recorded by the CC provider.Crunch lied by omission about the terms of the contract by leaving out the 90 day extension at the time the agreement was described to me by the Personal Trainer who sold it to me.Crunch Fitness did not provide me with several of the training sessions they have already charged me for nor for the sessions they are trying to collect for.

  Business Response

  Date: 04/10/2024

  Good afternoon, After reviewing the customers compliant towards his PT agreement. The customer agreed to a 90 day commitment when signing with their trainer. Each agreement that is written there is an ************************************************ downgrade. This insures that the client is committed to reaching their goals.  If the client was not happy about upgrading then it was not ideal to upgrade. If it was stated that the client only wanted to finish the first agreement term , there shouldn't be an upgrade.  Now I understand their were was some confusion. I am going to clear all pending payments and reoccurring services on the clients account so that this is resolved. 

• Initial Complaint

  Date:03/07/2024

  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.

  After a settlement for a owed balance was paid back in December 2023, we came to an agreement that I would continue as a member for 3 months, then I would be able to cancel said membership. I cannot reiterate this enough, but the root of this situation is that back in early 2023 I lost my card, the one associated with billing, and an employee told me over the phone that it would be possible to freeze my account indefinitely until I fix my problem. Fast forward to November I owed hundreds of dollar over the miscommunication and Im sad to say lack of knowledge on behalf of this crunch. I called to settle for a fair settlement given the nature of the issue, I was willing to pay a reasonable quantity to end in good terms. We settled for a 100 dollars and 3 months of membership that I would pay as well as the annual fee, given that most of the balance sent to collections was made up of late fees fees that would not have taken place if the employee from earlier in the year had known that you cannot freeze an account over the phone (I was told). On February 2024 I tried putting my 4 weeks cancellation notice, and to my surprise my account was set to a yearly contract; different from what was told to me over the phone. Im not seeking hay any of that money is refunded to me, nor that an employee is fired due to an honest mistake. But I do want my membership canceled; these we never said that tactics are just unethical.

  Business Response

  Date: 03/07/2024

  Hello ****,

   

  First and foremost, thank you for being a member of the Crunch Family. We are very sorry for any confusion that has taken place and appreciate your understanding. Effective today your membership and been set to cancel on 3/20/24 since you had a payment come out on 02/21/24.

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21398720
  
  I am rejecting this response because:

  I'm forced to write this follow-up since I'm now convinced that the complication between crunch Carrollwood managers and me isn't a misunderstanding, but purposely imposed unethical practices. This business didn't honor our settlement and is asking for money. I called Crunch and spoke to an associate who assured me my account would be frozen as requested so I could get a new debit card, the one linked to my account was stolen. I was later ambushed with Late Fees and Balances that accrued as my account hadn't been frozen despite being told so. Managers and I fixed an agreement on the phone. I paid $100 right away and was told I'd have to retain a $12.99 membership that can be canceled after a few months, Instead of my peak results. Despite being mad my account was never frozen despite being told so. I hoped it was an honest mistake from an improperly trained associate. Unfortunately when I walked into Crunch by the end of February to request that my next month be the last, I was told that my membership could not be canceled and that I'd have to talk to a manager. For good faith I'll again avoid disclosing Who unless vital. I went to the gym at the dates I was told to return, due to the manager being allegedly busy or absent; I was always met with excuses. When I got to talk to him I felt threatened, disrespected, lied to. I reminded him of our deal, of the Late Fees and Monthly dues that shouldn't have occurred since it was an error on their end. He used a loud diminishing tone to tell me to pay in full, or not be allowed to cancel my membership. I left. I sent a BBB dispute and their representative canceled the membership. I've now received a text from the manager asking me to contact him, saying my Acc is now in collections, that I have to pay and rejoin to undo it. He never responded. The balance in my crunch account is illegitimate given they're charging me for their team's mistake and I fulfilled my end of our agreement. I expect the balance to be canceled.
  
  Sincerely,
  
  ****************************

  Business Response

  Date: 06/14/2024

  After reading through the communication history, we agree with ************* and have cleared the balance on the account.  Internally we will promptly investigate and address the appropriate parties.  Sorry for the back and forth and delay in resolving these concerns.

  Customer Answer

  Date: 06/17/2024

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

• Initial Complaint

  Date:07/24/2023

  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 was charged even Though I canceled my Personal training two weeks before and I want to be refunded by Crunch.

  Business Response

  Date: 08/07/2023

  The personal training agreement was a minimum of 4 payments before the member is able to cancel. The member made 4 payments. It was canceled immediately after the terms of the agreement was reached. This was handled correctly.