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:07/10/2025

  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.

  Constant billing issues with Crunch. We signed up for a membership for both my husband and I last year when they first opened and were doing a promotion. Neither of us were using the gym much and inquired about canceling and were told we had to pay a $65 annual fee before we could cancel. We opted to keep the accounts, but they charged fee and then canceled our accounts with no explanation or warning. There were bogus signatures that neither husband or I made (scribbles in the signature line) but manager refused to reverse the cancellation. I signed up again and was told they would waive the annual fee, but in fact was charged the annual fee back to back at the same year and am paying a higher rate than the ********* I was just out of the country in a remote area of ******. While I was out of the country, one of my cards was deactivated due to fraud. I just returned to ***************** and went to check my crunch account to make sure this wasnt being paid through the deactivated card, and I have $95 plus in fees. No way to see a breakdown, no warning that my payment was declined. No emails, no info, just being told to pay nearly a $100.Called in and was told I have to come by 6 pm and talk to *****.I work and have kids I cant run around catering to this company that has no easy info to contact and is draining money. Things happen - people go out of the country and a card gets locked- I shouldnt be facing a bunch of fees from crunch gym of all places for something that happened a few days ago especially without email or notification so I can rectify. Also, I was supposed to have annual fee waived 1x as a courtesy for their previous unauthorized termination of my account, which never happened.Ive lost so much money to this company with frustration and little else in return. Id like the late fees removed, my credit for the annual fee and then to update my card and pay my regular membership fee. Or else just terminate the account. By phone or email.

• Initial Complaint

  Date:06/30/2025

  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.

  I am filing this complaint against Crunch Fitness Tucker, ** location due to their refusal to comply with their own contract and disability laws.I am a member living with ****************, which is a permanent mental health disability recognized by the ********************************************. According to the Death, Medical Disability, or Moving section of Crunch Fitnesss own membership contract, members are permitted to cancel if a permanent physical, mental, or emotional disability prevents them from using the services.I followed all required steps:I provided a doctors letter certifying my permanent disability.I completed and submitted a ***** release form.I submitted a formal request to cancel my membership under this disability clause.Despite doing everything asked of me, and despite the contract explicitly allowing cancellation and refund under these circumstances, the general manager reviewed all documents and still refused to cancel my membership. This refusal appears to be discriminatory, unethical, and potentially illegal under the Americans with Disabilities Act (ADA).Additionally, I am requesting a refund not only for unused sessions, but also for two harmful personal training sessions I attended prior to my diagnosis documentation. These sessions were poorly delivered, resulted in physical pain, and worsened my condition.I am now being forced to escalate this matter to the BBB, the ************************ (***), the ADA ***** **************** and the Georgia Attorney Generals Office.Desired Resolution:Immediate and full termination of my membership A refund for all unused sessions A refund for two personal training sessions that caused harm A written statement from Crunch Fitness confirming cancellation and zero future charges This situation has created severe stress and worsened my mental health. I hope BBB can help resolve this issue quickly and professionally.

• Initial Complaint

  Date:06/16/2025

  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.

  I canceled my membership due to moving and was made to pay for an additional month of membership I obviously can't even use. This is taking advantage of the customer.

• Initial Complaint

  Date:06/07/2025

  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.

  On 5/17/2025 went to Crunch fitness met with a trainer cost me $10. The trainer who's name I would like to leave out was kind and good to work with during the session. I signed up for more sessions for 6 payments of $86.00. After I looked over my budget I realized that I couldn't do the sessions at this time. On Monday 5/19/2025 I sent a certified letter to crunch ( I have my copies of everything). I went in the crunch ****** location on 5/22/2025 and spoke to a young manager and she was giving me the run around, had to check see if letter came etc... Then she went and spoke to I believe her manager came back and said the membership would be cancelled and I needed to sign off on it and I would receive a copy via email. No email but on 6/6/2025 $86.00 was billed to my credit card. I was told the membership was cancelled, so why was I charged and it cancelled? And I cancelled within 7 days. I want the gym membership and the pt program membership cancelled and I want the $86.00 and an apology. I'm contacting an attorney and the *** to report this location and business and hopefully they will open an investigation on the business practices of this establishment.

• 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.

  I decided to try their personal training program. When I signed up, I requested a female trainer. A few days later, a man named Bo (who I later learned is the manager) contacted me insteadred flag number onebut I stayed open-minded for the sake of my goals.I told Bo the training prices were high and I might not afford them long-term. He assured me I could FREEZE my account for up to 3 MONTHS and CANCEL at ANYTIME. Thats the only reason I agreed to start. I paid for my FIRST session with that understanding.I showed up for my first session and was told Bo was on ***. He didnt notify me or tell his team I was scheduled. I spoke to three staff members and asked to freeze my account, as Bo said I could. I was then told Id need to give ******************************************** two days for the next two sessions. Totally ridiculous. I told them to consider this my 10-day notice and cancel the plan but no one could help, and I was told to return the next day to speak to Savanna.Savanna said I had committed to three months and couldnt cancel until after that. I explained that three staff members never mentioned this, and I only agreed to pay based on Bos claim I could FREEZE and CANCEL at ANY TIME. She said there was nothing she could do and told me to make the best of it.Since I was told I had no choice, I did two sessions with Savannaone only lasted 15 minutes. I had to finish that session on my own. I tried to cancel again, only to be told the cancellation window was within the first seven days The same seven days when my trainer no-showed, I asked three people to cancel, and no one could help? Really?Savanna said Bo would contact me. I still havent heard from himyet I was charged again for two more sessions. Thats five sessions paid for, but I only trained for one and a half. Im trying EVERYTHING in my power to gain some kind of solution because this is not right! I need Crunch Fitness to refund me and cancel my plan.

• Initial Complaint

  Date:11/27/2024

  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.

  ive been with crunch for almost a year, i broke my hand and had surgery making me unable to workout. for about 3 months i was getting messages from crunch saying they were needing a new card on file, but a random month i had money in my account they decide to take a late payment after not receiving a single payment for 3 months. another situation i had was when i was actually concistent with the payments for months and every month they took out $27 on the 27th of every month. but, one month a payment was taken out on the 27th, the usual payment day, but $42 was taken out instead of $27, almost as if the payment was made late but it was taken out of my account day of. on top of everything, *** went in recently to cancel my membership and its a $15 cancel fee, and they dont take cash, so i was unable to cancel my membership and they are still charging me without me being active there. in addition its supposed to be consistent withdrawals every month, but its not. for instance, last month a payment wasnt even taken out of my account.

• Initial Complaint

  Date:04/05/2024

  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 cancelled my gym membership with Crunch Fitness ****** on January 29th in person at the club with the supervisor on duty at that time. His name was either ********* or ******. I signed what I was told was the cancellation form however I was not given a copy of the form I signed. I spent 3 months trying to cancel my membership on several occasions from November 2023 to January *************************************************************************************************************** as I was at the supposed 90 waiting time and could finally cancel. At the end of February 2/28 I was then charged again the monthly fee so I called the gym to find out why I was still charged. The gentleman on the phone told me I was between billing cycles which I informed him I was not as I cancelled right at the time my membership for the month was being renewed. He told me there was nothing they could do about it and that they dont issue refunds but that I would not be charged again. He told me filing a dispute with my bank was the only way to get my money back. So I filed the dispute and put a stop payment on my account for the amount of the membership. In March they again tried to charge me which my bank stopped. On April 3rd they again charged me but changed the amount from $22.24 to $37.24 which I am assuming was a tactic to get around the stopped payment. I am now receiving messages from there company that charges the payments telling me I am past due. It is some company called *** Fitness Solutions. I called them on 4/3/24 to find out why I was still being charged, I was informed that they never received a cancellation for my membership and that since I dont have a document showing the cancellation then they could not help me stating only the gym could cancel the payment. At this point I have waisted a lot of time going to the gym to cancel and on the phone with both companies. I need this resolved asap. I want my money refunded and my membership cancelled if it hasnt been.

  Business Response

  Date: 04/15/2024

  Membership has been cancelled effective immediately, 4/15/2024. There was no cancellation form on file, so typically the cancellation would go into affect 30 days from the date of the next invoice. However, a gesture of goodwill, we have gone ahead and cancelled the membership.