Complaints

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

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  Crunch Fitness

  22 W 19th St Fl 3 New York, NY 10011-4204

• 

  Crunch, LLC

  1259 Washington Ave Miami Beach, FL 33139-4613

• 

  Crunch Fitness

  17050 Collins Avenue North Miami Beach, FL 33160-3642

• 

  Crunch Fitness

  222 E 34th St New York, NY 10016-4842

• 

  Crunch Fitness

  215 W 23rd St New York, NY 10011-2302

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:07/18/2025

  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 the gym for about 2 or 3 years. I cane into the gym and before I could start working out,the gym manager approached me. He asked me what my workout routine was I told him I didn't have one. He then stopped me again, and said that he was the gym manager,and that he made it his business to know his clients personally. In over 2 years, this was the first time I spoke to him. I explained to him that I did not want to talk and I just planted to work out. My entire world has been damaged intentionally, and I just wanted to work out. I have never had any relationship with crunch employees. 40 minutes later 2 cherries, and a man. with a large video camera showed up,and trespassed me. I was filmed without consent,and trespassed with no explanation. I ha e now.hired a lawyer. what you do is your call

  Business Response

  Date: 07/22/2025

  Hello,

  We're sorry to learn of your experience, and we apologize for your frustrations.  Please reach out to *************************************************** with your complaint.  Please be sure to include your BBB complaint number and supporting documentation for our review.

  Crunch Member Services

• Initial Complaint

  Date:07/07/2025

  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.

  Crunch Fitness deducted 2 additional $120.00 charges after I had satisfied my 6 month training sessions and had gone in person to speak with the Manager **** to not renew another 6 month contract.

  Customer Answer

  Date: 08/01/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Crunch Fitness regarding complaint ID ********.
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  Date:07/03/2025

  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.

  Dear Crunch Fitness Customer Service,I am writing to formally dispute charges made to my account related to my ********************** Gym membership. My daughter- ****** ****, who is 14years old, used the gym for last summer for 2 months.Her Account was ********** and it was cancelled on time on 08/07/2024.The last charge that should have been on the account ******************** *************** ******* ************ ** *************** FITNESS $ ***** ********************* And some random charges started showing up after few months.After further inquiry, the system had one other account ********** that was never used by her and none of the accounts were created online. Her account was created while she was at the Gym under my guidance. So we were not aware of the other account.I have noticed random charges that totals to $******, which I believe is continued after cancellation. I had cancelled my membership on 08/07/2024 and was told I wouldnt be charged, and therefore this charge should not have been applied.Not Valid Charges:08/07/24 ***** C***** ********** ************** ***** ******** *************** ******* ************ ** *************** ******* * ***** ******** *************** ******* ************ ** *************** ******* * ***** ******** ******** ***** ****** ********** ************** ***** To summarize:Charge amount: $ ****** Date of charge: Various random dates in 2025 post the cancellation.Issue: Membership was cancelled, but I was still charged.I kindly request a full refund for the above charge and a confirmation that no further charges will be made to my account. Please find attached a cancellation email.I would appreciate a prompt resolution to this matter. You can contact me at ***********] or ****************** for any further details.Thank you for your attention to this issue.Sincerely,**** **** ********** ****************

• Initial Complaint

  Date:07/02/2025

  Type:Order 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 not used a crunch for almost 2 years but had left the sub active. In December 2024 my company closed and money became tight. In January my payment bounced so I responded in Feb 2025 by email and phone to close the account. To my knowledge they still have not closed the account and are stilll attempting to bill me. Yes, I probably didnt read page 845 in small print where it said I needed to come in "in person" crawl over broken glass and beg for account closure after listening to someone tell me i shouldnt. There exists no reason for a clause like this in a contract and most any judge would find it and your dirty retention methods legally unconscionable. Thats legal for dirty, one sided and not enforcable. Stop trying to bill me for services!

  Business Response

  Date: 07/08/2025

  Good Morning,

  Please provide your Crunch location, so we can send the response to the correct location for handling.

  Thank you,

• Initial Complaint

  Date:07/02/2025

  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.

  Business: Crunch Signature Hoboken, ****************************** Nature of complaint: Failure to provide contracted services; unauthorized billing after cancellation.Desired resolution: Full refund of $700 unused personal-training sessions and $174 membership fees drafted on 6/1/25 & 7/1/25.Purchased 20 personal-training sessions on 1/3/25. Eight sessions remain.Trainer became hostile, terminated services, and refused to share progress logs on 2/28/25.Over 9 e-mails (3/1 5/15) I asked ********************************* Managers for a replacement trainer or refund. No trainer was ever scheduled; instead I received marketing e-mails for NEW packages.I cancelled my gym membership on 3/11/25 and was assured no further billing will occur after 4/30/25. Nevertheless Crunch drafted $87 on 6/1/25 and again on 7/1/25.After two months of silence, the District Manager finally offered dates without addressing the prior scheduling lapse or the trainers intimidating conduct; at that stage I no longer felt safe training there and again requested a refund.This conduct violates NJs Consumer Fraud Act and ******************** Act. I seek an immediate refund of $874 and confirmation that all billing has ceased. Documentation available on request.

  Business Response

  Date: 07/03/2025

  Hello,

  We're sorry to learn of your experience, and we apologize for any frustrations caused.  Please reach out to *************************************************** with your complaint.  Please be sure to include your BBB complaint number and supporting documentation for our review. We look forward to hearing from you. 

  Crunch Member Services

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They have not reviewed the materials and after 5 days asked me to again forward them to another email address with a ticketing system, which is extraneous work. 
  
  Nonetheless, I took more time from my workday to do this within 1.5 hours.

  We will see what the result is, and how timely and satisfactorily they answer the complaints.

  
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 07/10/2025

  Hello,

  We appreciate your patience while we reviewed your communication internally. We have provided a response.

  Crunch Member Services

• Initial Complaint

  Date:07/01/2025

  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.

  I am filing this complaint regarding Crunch Fitness (****** ******) due to deceptive business practices, failure to honor membership cancellation, and actions that have directly harmed my credit score.I signed up for a membership at Crunch Fitness and initially had a positive experience with the staff. However, when I moved out of state for school, I tried to cancel my membership over the phone. I was told that cancellations could only be done in person. I explained my situation and made several attempts to resolve the issue, but the staff was uncooperative and refused to make any accommodations.Then, while briefly back in town, I went to Crunch Fitness in person to cancel the membership. A staff member assured me that the cancellation was processed and that the matter was resolved.Despite this, I later began receiving calls stating that my membership was still active and that I owed a balance. I was told that not only had my membership not been cancelled, but that I now owed over $250 in accumulated fees. They have refused to cancel the membership unless I pay this amount, which continues to grow. To make matters worse, my account has now been sent to collections and my credit score has dropped by over 100 points as a result.This has caused significant financial distress. I did everything asked of me to cancel my membership in good faithincluding showing up in person as requestedand was told it was taken care of. I believe Crunch Fitnesss refusal to honor the cancellation, failure to properly document or process it, and subsequent collection efforts constitute unethical and predatory behavior, as well as untrustworthy and negligent business practices.I am requesting that:My membership be cancelled and all fees and balances waived.The collections account be immediately ********* credit score be restored to its prior standing.This situation needs to be resolved as soon as possible, and I am prepared to escalate further if necessary.

  Business Response

  Date: 07/18/2025

  Good Afternoon,

  Management Response:

  Balance cleared and removed from collections.  We cannot impact the credit score, she would need to use this BBB response with them to see if they will consider an adjustment to her score.

  Thank you,

• Initial Complaint

  Date:07/01/2025

  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.

  Contract for three month personal training program signed in March. Three month program ended in mid June. Was charged for an additional month shortly after. Come to find out this is because of an "automatic renewal program" that was not discussed with me either at the time of sign up or by my trainer. My trainer and I had several verbal confirmations that my program was to end after three months, and at no point did she mention my needing to do anything on my end to confirm that. Extremely irresponsible behavior on Crunch's part. I would like a refund of the most recent charge of $240 as I have never had an intention of continuing this program past three months and this was made very clear in communications to my trainer.

• Initial Complaint

  Date:06/30/2025

  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 a gym membership at Crunch Fitness in October 2024 while recovering from a traumatic brain injury. At the time of signup, I was told the facility would open within a few weeks. In reality, it did not open until late February 2025over four months later.I never used the facility and was unaware that I was being charged monthly beginning in February 2025. When I attempted to cancel my membership and dispute the charges in person on June 30, 2025, the gym manager (*****) refused to read my formal dispute letter or acknowledge the documentation. He instead told me to dispute the charges through my bank or ABC ************************************* (their billing company).I am now being told that my account will be sent to collections. This is unacceptable, given that I signed under misleading circumstances while medically impaired, never used the facility, and made every attempt to resolve the issue directly with the gym.On 06/28/2025, my balance due was $167.95. Now, on 06/30/2025, my balance due is $182.95. They even decided to charge me more.I am requesting a full cancellation and reversal of all charges. I am also requesting that no further billing or collection activity take place.Important Dates:06/28/2025: I went in to cancel the membership and waited 710 minutes at the front desk before anyone approached me.06/29/2025: I emailed the formal dispute letter to both ***** (Crunch Fitness manager) and ABC Fitness Solutions.06/30/2025: I returned to the gym and hand-delivered the letter in person at 12:05PM, but the manager refused to review it. I attempted to resolve the matter by explaining myself and even offered to pay half of the bill or go on a payment plan.

• 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.

  Me and my friend were walking down town past a GNC in *************, we were then called over by Crunch Fitness recruiters, they said if we signed this contract and put our debit card information down, we would receive only a $1 charge on my card for confirmation and I would receive a Crunch Fitness duffel bag, shirt, and an energy drink. Me and my friend are both minors and we did not have a parent or guardian co-sign this contract and they claimed there was no commitment. I then received a 2 charges on my card for memberships whenever we never went to the gym. I went in to try and dispute it and see if I could just get the memberships cancelled, they claimed they cancelled them after an argument over the combined cancellation fees of over ******************************************************************************************** guardians consent, I then received a charge of $72.98, in which I went in again and had my friends membership cancelled, Im not too sure as to what the $72.98 was for but I requested a refund because I was conned into getting those memberships and Im a minor so my contract should be voided. ***** *****, an assistant general manager said he would call me and follow me up on the status of the refund but that follow up never came. I recently received a pending charge for July 3rd for *****, and I am filing this complaint to try and end these random charges and hopefully get my combined $120.95 back.

• Initial Complaint

  Date:06/29/2025

  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.

  During the months of January through April, I was in schooling at *********************. In January, I attempted to freeze my account in person due to schooling. I was told that my account had been frozen, and I was good to go. I was then charged for January on the 31st, and called about receiving a reimbursement, which they said they cannot do (and they can). I was then charged for February, March, and April while calling after each charge to ask why I am being charged when the last month I was told that my account was frozen. I have proof from ******* on my account being frozen on April 1st, and I was still charged on April 30th while my account was frozen. I went in earlier this month (June) to talk to ********** the manager, and she said she would reimburse me for the amount I was owed for the four months I was charged, total being $73.92 ($18.48/month), and it has been a month with no responses to emails from her or any update. I have paid out my membership totaling $19.56 and cancelled my membership that now ends July 11, but I will never step foot in this establishment again after they continued to not want to help make things right. I have spoken to five different employees and they all have five different resolutions to this mistake on their end. I would just like my money back into my account and to be left alone.

  Customer Answer

  Date: 07/11/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** *******