Complaints

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

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  Crunch Hillsborough

  4340 W Hillsborough Ave Tampa, FL 33614-5560

• 

  Crunch Hillsborough

  2720 Broadway Center Blvd Brandon, FL 33510-2583

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:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Crunch fitness is reporting me and they have no contracts at the gyms. They tried to charge me $200 for a month at the gym when it itb was advertised $26.99. They sent an email stating if I rejoined for a dollar they would remove the impact from the credit report.

  Business Response

  Date: 07/18/2025

  Crunch Fitness does not have term contracts (no contract references this-- meaning no 12 month or *********************************** for years).  All fitness centers have agreements with terms that are agreed upon at sign up.  At CR Fitness, they are low entry-- 90 day minimum guaranteed and when the customer wishes to cancel, they simply need to provide a 30 days notice.  The balance accrued would be owed-- the offer was the *** Forgiveness Program where we clear the debt and get you set up on a new membership with proper billing.  If you are interested in reconciling your account, please contact your closest Crunch and we can assist.

• Initial Complaint

  Date:05/16/2025

  Type:Product 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.

  Hello, To begin with on 2/28 I downgraded my training program from 3x a week (840) to 1x a week (280). Within the month of March I was charged 2 contracts. I spoke with the manager of the Crunch Hillsborough, and he adjusted it in the system and started a refund process of $560. I then check in the computer system with my current trainer and states return and refunded. However, it has been two whole weeks and there has not been anything refunded back to my account. I want this money ASAP back as this has been a poor sign of leadership and controls in Crunch. If I had not downgraded who knows what worse things coulod have happen to my account

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Regarding Unauthorized Charges After Program Cancellation with Crunch Hillsborough 4340 W Hillsborough ***************************** Phone: ************** I am writing to formally dispute and request a refund for charges that were applied to my account after I properly canceled my Crunch Coach PT Program. My membership agreement number is ********** under the name ******* Subasu signed by me on January 1, 2025. The second agreement on February 12, 2025 wasnt signed by me. When I asked them, they said that they made a mistake on the first agreement and they only adjusted. But this is fraud to sign up for me.On February 12 and March 1, 2025, I submitted an official Personal Training Cancellation Form, which was signed by both myself and a club representative. A copy of this signed document is attached. As indicated on the form, my cancellation reason was medical and moving back to my country and the effective cancellation date was also both February 12 and March 1, 2025. I was also informed at the time that my balance owed was $0.00, and no further payments would be required.Despite this, I have noticed charges to my account after this cancellation date, which I consider to be unauthorized. I followed their cancellation policy in good faith and have documentation to prove that the process was completed properly.I respectfully request:1.A full refund of any charges billed after March 1, 2025: 14 March -$116 15 March -$$28.86 17 March- $64.49 28 March -$116 11 April - $116 and 2.Confirmation that no future payments will be drafted from my account.Between my first cancellation on February 12 I went at Crunch Hillsborough 2 times to make sure that everything went right, but obviously it wasnt so they put me to sing a second form of cancellation on March 1 with the assumption that this time everything is good. But still wasnt good, they charged me again. Thank you!For any more information you need, please contact me via email.

  Business Response

  Date: 04/30/2025

  I have left a 2nd voicemail on her account after conferring with my PTM Grant.  He has shown me that 3 of her payments have been returned.  I have reached out to her to inform her that her annual fee of $64 and monthly fee of $28 can be refunded and account cancelled immediately when she provides medical documentation.  Account has been set to cancel and a past due balance remains on the account. 

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled personal trainer membership on 10/1. 1 form is used for multiple processes that have distinct contractual obligations. Employee filled out the form incorrectly and I was not aware as the form says "cancellation" at the top of it so assumed correctly done. Money began to be pulled out of my account again at the end of November without authorization. Spoke with a manager who stated he would not be refunding my money despite knowing his employees continually fill out the form incorrectly and I could dispute it with the bank. Wanted to discuss resolving in-house at it was a simple resolution and was met with "you signed a contract". I have disputed the money with my bank after having to obtain a new credit card, update several companies autopays for bills, and authorizing a dispute claim with my bank (still in review). There is no way to contact a regional/district manager or corporate which is inappropriate. Their processes are predatory in nature and set up the client to fail. These processes need immediate review and revision.

  Business Response

  Date: 04/30/2025

  This matter has been brought to our Personal Training Manager's attention.  I have left a voicemail in detail informing the member to come to the gym at their earliest convenience to resolve the matter.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mi hija de 15 Aitos menor de edad tien una membresa en dicho local y la envadieron de sm dicindole que Debia pagar una multa la cual me preocupe y fui a Dicho local ya que **** es menor y el gerente o manager me trato muy mal e despotamente por que no hablo ingles al reclamarle, por Que me Querian Cobrar ************** de la Membresa y una multa de 250 USD A mi **** Cuando yo habia Serrado Hace Tres Meses la Membresa, el sin ** explicaciones y de mala Simplement no aparece Serrado y que se expuls a la Compaeros que habia hechos las membresa mal y yo le referi que de que por que **** que pagar por un error de su trabajador ,y el simplemente contest paga ese no es mi problema, le dije que era un abuso de autoridad, y que le iba demandar y mandar a todos los medios televisin y el simple me mir como diciendo tu eres un simple emigrante y esto es una firma grande en varios pases y Estados. Me dejo hablando solo y me dijo simple ******* quiero ni dinero ni nada simplemente que se arregle ese asunto por que no voy a pagar algo que no utilizo mi hija y la cual nunca nos dieron explicaciones de sus polticas y todo fue un ******** pido dinero ni nada solo que se verifique y no intenten ** ********* a mi hija para ninguna multa.asi tenga que ir a todos los medios peridicos o lo que sea..My 15 -year -old daughter, a minor has a membership in that place and was packed by SM telling her that she hadThey wanted to charge months of delaying the membership and a fine of USD 250 to my girl, when I had served three months ago the membership, the without more explanations and of bad simThat he had to pay for an error of his worker, and he simply answered that is not my problem, I told him that it was an abuse of authority, and that he was going to sue and send all the television media and the simple looked at me as you are saying you are a simple emigrant and this is a big firm inSeveral countries and states. I leave me talking alone and said simple pay.

  Business Response

  Date: 04/30/2025

  Sent an email to my supervisor seeing what can be done with this account as it has now been sent to collections.  Awaiting on response

• Initial Complaint

  Date:02/26/2025

  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.

  On 02/03/2025 at the crunch fitness -address :******************************************************************************************************************. I was injured on my lower back due to nail sticking out of their wall. their negligence and lack of maintenance caused the injury. After reporting the indecent I have not received any follow up calls, even after several attempts.

  Business Response

  Date: 03/03/2025

  The incident report was escalated internally and has been reviewed by our HR personnel.  Their initial conclusion is one of no liability for the accident which you described in the incident report.  See attached for a section of the liability waiver, which all members sign when first joining.  To summarize it simpler-- users also must assume responsibility for failing to inspect equipment (or wall) before use and injuring themselves.  

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They took money from me two times that was not supposed to be taken out of my account and each time have a different excuse of how the mistake was made. I never got my money back the first time as they said they couldnt give it to me. The second time I am waiting now a month and still no refund. I even have a signed document stating cancelled contract and refund of my $438. I almost became homeless because of this and now Im facing possible legal action. I need my funds returned but somehow they have no update of the request was confirmed pending an ***. I physically have had to drive there just to get to talk to someone as the mgr does hold to his word to contact me.

  Business Response

  Date: 02/04/2025

  Refund for payment questioned is being processed.  ***** (District Manager) will be reaching out to inform the client.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22882374
  
  I am rejecting this response because: no one has contacted me by phone or email still at this time with an update on the refund or an *** from ***, the billing company. I need to know when I will be contacted as I have been brushed off multiple times and not given a communication or update. Sorry but I have trust issues and believe this will continue to drag on the resolution. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/06/2025

  Good afternoon, 

  We have processed a refund for $438 and communicated this to the member directly. 

  Thank you

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, My Name is ******* ******, Membership number *********. Im filling this complaint with Crunch fitness located on Hillsborough ave in ********, I wanted to cancel my membership on November 29th 2024 due to me moving out of state, They said I have to come in person to cancel my membership. When I informed them that I have moved states and will not be able to show up in person they informed me to write them a letter to a P.O. Box describing my intentions to cancel my membership. I wrote the letter and sent it out. never heard back from them. Paid my November bill on the 30th and assumed thats that. January 20th came about and I was getting phone calls stating I need to pay my December bill of $29.11. I called the Hillsborough gym asking what this was about and was told I had to give them a notice to leave the gym before the next billing cycle and when I told them I tried and sent the letter out I was met with no solutions other than to pay my December and January bills than I could cancel my membership. I informed them I tried canceling on November 29th and never heard back from them. I was met with more I dont know *** but you need to pay these bills or well keep your account active and charge you 2 more months then send it to a collection agency ($116.44) will be the total of those 4months(December,January,February and March). Im being strong armed here and after reviewing other complaints regarding the same topic Im not sure how they are still able to operate the way they do. Im at a loss here and need some answers at least. The photos Ive included show my payment on November 30th 2024 and an email from January 28th showing my account still active.Thank you

  Business Response

  Date: 02/03/2025

  We have processed the members cancelation request with no balance owed. 

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a member of Crunch for multiple years and recently returned to Crunch Hillsborough and accepted an initial free training course with ******* *****. He did not meet with me and instead told me to meet with someone else. I initially signed up for ongoing training lessons with **** (although ******* himself entered all of my information into the system.) At this point he was only extremely rude and pushy, which was unusual in a usually upbeat environment, but not more than that. After going to my first training session, **** never reconnected to schedule further sessions, and I ended up canceling due to that reason and scheduling conflicts. Since canceling, and despite getting confirmation from **** that I would no longer be doing the personal training sessions, ******* ***** has been simultaneously charging both of the cards that Crunch has on file for me for multiple training sessions and has been signing me up for gym classes in the early mornings which I was not aware of. The email stated that I am signing up with ******* when I have never spoken with him after my first session with **** when he entered my credit card information into the Crunch computer system. I emailed management and received four or five back-to-back phone calls from ******* both on his personal number and the Crunch main number without leaving any voicemails. I do not wish to speak to him as he is clearly stealing peoples information and scamming them out of money by using their credit card information for his own personal gain. This has been very disappointing and caused me to end my membership with the gym completely. Unsure of how to proceed because every time I try to reach out to the gym, ******* intercepts the phone calls and emails, so I never hear back from anyone else. The last charges were made around December 31 and I was not even in town at the time that the classes would be taking place.

  Business Response

  Date: 01/16/2025

  We canceled out the program, stopped the pending payment, and are returning the previous payment.  *****, District Manager, is also investigating the behaviors shared in the initial message (pertaining to *******)

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22795534
  
  I am rejecting this response only because the cards on file have had to be closed due to the additional charges being billed without permission. Since the cards billed are no longer active, will Crunch offer reimbursement via check? 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/21/2025

  ***** (District Manager) is looking into the status of the refund and will be in touch concerning next steps.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22795534
  
  I am rejecting this response because:

   

  Awaiting response from Crunch on reimbursement.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/06/2025

  Good morning,

  Our District Personal Training Manager has attempted to contact the member on numerous occasions over the last week without success. 

  Please let us know a good time that we can contact you to address the concerns listed. Until then there will not be any adjustments to the account. 

  Thank you

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22795534
  
  I am rejecting this response because::

   I do not wish to engage with Crunch directly, as the only voicemail I have received from a **** was condescending, filled with his chuckling and taunting me about reading what I had signed.I do read, very well, and was purposely mislead. He implied that I foolishly agreed to never cancel my membership. In fact, before that, via text I was told I CANNOT cancel after joining, which is untrue. They are still actively trying to charge my credit cards even though this is all going on, and any attempt to cancel has been an issue. Will we need to involve litigation at this point? They are doing this to many people and Im sure profiting greatly from lies. Services were NEVER RENDERED besides the first free meeting, and I demand reimbursement or will have to involve legal assistance to pursue the funds, as well as already being in contact with a media source who is happy to write a news story about this specific Crunch and their terrible business practices. These men should be fired for hiding behind a corporate entity and stealing from clients.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/17/2025

  Refund was just processed again for 3 payments.  Turnaround time is typically 7-10 business days.  Please let us know if not received within that time frame.  

• Initial Complaint

  Date:12/09/2024

  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 signed up for a gym membership with Crunch Fitness on W. Hillsborough Ave when they were running the $1 promo deal. I signed up for the membership in September 2024 - I attempted to cancel the membership in November, but the staff informed me that I could not cancel within the first 90 days and that I would have to wait until Dec. 3, 2024 to cancel. On Dec. 5, 2024, I called Crunch Fitness in the evening after 6pm to confirm that I would be cancelling my membership and would come in person and do it. The next day, they charged me a $45 membership fee for fees they're claiming are for Jan. 2025. I went into the Crunch Fitness on W. Hillsborough Ave in person on 12/6/2024 around 7pm and spoke to an employee named ****. He told me I could not cancel my membership even though I should be out of the 90 day window and they already charged me $45 that same day. I think this business is scamming people and they are refusing to allow me to cancel my membership and get my money back. I would like to cancel my membership at this gym effective immediately and be done with them, I do not want to be charged for Jan. 2025 and want to have the membership cancelled ****.

  Business Response

  Date: 12/09/2024

  Cancelled without any further payments collected-- sorry for the unnecessary back and forth-- staff has been addressed/coached.

  Customer Answer

  Date: 12/10/2024

   
  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.
  
  Sincerely,
  
  ****** Northern