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 Fitness

  1150 Park Pl San Mateo, CA 94403-1599

• 

  Crunch Fitness

  8000 W Sunset Blvd Los Angeles, CA 90046-2439

• 

  Crunch Fitness

  330 Flatbush Ave Brooklyn, NY 11238-4302

• 

  Crunch Fitness

  162 W 83rd St New York, NY 10024-5259

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:03/27/2023

  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.

  Online promotion says just under 10 per month for basic plan and you can only use the gym you sign up at. When you sign up for the basic plan you are charged over 18 dollars per month to your credit card. I have statements to show this. Had horrible experience with first employee I met, almost left and never came back ( and that is exactly what I should have done) . I went back because a friend was working out there. 3 months later went in person to cancel membership, was informed I would have to pay over 90 dollars to get out of membership + over 18 dollar fee, already charged to card + small sign up fee when I started. I asked why so much Imagine my surprise of 53 and change for annual fee you have to pay to drop membership. Yes dont you remember us telling you that when you signed up. I did not remember it at all or I definitely would not have joined CRUNCH. Sorry if you for got, you did check the tiny box that mentioned annual membership fee. Yes they got you but not with honesty or integrity you feel extorted. I heard the owners are nice ( never met them), The manager of the gym was very nice, but unable to help me resolve this issue. So be careful, read the fine print, dont forget about the extra fees on your monthly bill (they must think working out is a utility bill) and I would never recommend anyone to give money to a business that operates this way. They also advertised a gym 2 minutes away on their website, so I drove by and there was a sign (coming soon) no building. It would be great if the owners did the right thing. I would gladly take my time and leave a new review.

  Business Response

  Date: 03/28/2023

  Good Afternoon,

  The base of $9.99 (plus sale tax) is for the 12 month commitment
  
   
  
  The base with no commitment is $14.99 (plus sales tax), as a promotion, if the member choses the *** plan the additional $2.25 is not charged.  The member was provided the contract with the terms and conditions and also had three days after doing the online contract to cancel.
  
   
  
  I will cancel and waive the 90 day policy

   

  Thank you,

• Initial Complaint

  Date:03/27/2023

  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 originally signed up for three months of personal training. I was apprehensive about the commitment but was assured that *** was the right fit. He was, for two months 3x a week. Then I found out *** was leaving. No one from management said a word to me about him or what I was going to be doing. I brought it up to the manager and he said his friend would be starting soon. A week went by and nothing! I received an offer to work in another state and checked the contract requirements and it stated as long as i provided proof of my move ( which I did ) i was entitled to a refund. I spoke with the Personal training manager and he confirmed that I absolutely slipped through the cracks and that I was not treated properly and he would do his part to help me get the refund that I was owed and he apologized for the role he played. I would have never accepted the job if they were honest about *** leaving and helped transition me from him to someone else. i was a hard sell on this from the beginning but was assured 100 times *** was the very best person for me, which he was but then to leave me hanging high and dry? Very unprofessional. I complied with all the cancellation requests and policies to ensure a refund. To date I still have not been refunded the ****** dollars I am owed. I have been trying to contact anyone in order to help me before it ends up in court but no one has responded. I have a lot of negative things to say about that particular facility in general but my thoughts are on my return first and foremost.

  Business Response

  Date: 03/29/2023

  Good Morning,

  Attached are the supporting documents in regards to this case. Unfortunately, we received the cancellation notice on the 7th of March, after the payment was already processed on the 2nd of March. With all personal training agreements, there is a 30 day notice which there should have been another payment attached to cancel the agreement that we waived. We also waived the annual fee of $59.99 that is billed with every membership due to moving out of state. Since the cancellation was submitted after the cancellation request, the charge still stands.

   

  Thank you,

• Initial Complaint

  Date:03/24/2023

  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 signed up online to Crunch ********** ******** back in January, I went in person to finalize it. I was interested in classes only, I checked and none were in the schedule I needed, so I went back and canceled the account the last week of January never even used any of the services. The lady told me I was going to be charged for February still, I said okay and I was, I surely asked her if that was it, and she said yes you won't be charged anything else after that. Okay, since March 19th I have been receiving emails and charges declined every day on my account from Crunch. I looked online and my account is still active, I called today, and the girl on the phone told me it was still active and she was going to send me to a Manager, she did and when I talked to him, he said it was canceled so obviously he just canceled it then, he said I was going be a charge for an annual fee no matter what and he couldn't even do anything. I'm requesting my account to be completely closed like I went and requested in person, and stop trying to charge my account.

  Business Response

  Date: 03/27/2023

  Good Morning,

  The membership has been cancelled and the member has been notified; management called and left a voicemail.

   

  Thank you,

• Initial Complaint

  Date:03/24/2023

  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.

  Crunch ******* - I signed up for a trial two months of personal training in November. Two of my eight sessions in I realized I did not have time for it, so I told my trainer to cancel my contract at the end of the two months, and she told me she would. However, my card continued to be charged $164 every two weeks. I contacted the gym and was told to talk to manager *********************. He said we'll take care of it next time you're in. I was out of the country and could not come in for another couple weeks - meanwhile, my card continued to be charged. By this point, I had received 4 additional charges of $164. When I came in in February, ********************* said that because the trainer had not had me sign anything to cancel, he would not refund me anything, even though he acknowledged that I did actually cancel, because it is "policy." Even though I kept my inner ***** in check, he was rude and refused to help and told me don't bother to ask anyone above him, because it's policy and they're not giving me my money back since I didn't sign anything to cancel (even though they never asked me to). I'm quitting the entire gym because of this. He should be fired.

  Business Response

  Date: 04/03/2023

  Good Morning,

  This member has charged back the payments and I have cleared them so they won't be charged again. 
  
  The only payments they've made are the ones to complete the minimum terms. 

   

  Thank you,

  Customer Answer

  Date: 04/06/2023

  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:

  [Your Answer Here]

  They did not do anything to resolve this. I filed a dispute with my credit card company over the charges, so my credit card company is looking into it - thats what theyre referring to here. Crunch has yet to do anything, and they have not even fulfilled the original contract terms; I have received 2 of the 8 sessions I originally contracted to receive. At this point I am not even interested in working with the company at all and will also be disputing those charges, as they are clearly not willing to help or even speak to me directly, or to fulfill even the original contract terms I agreed to pay for in the first place. Passing the problem onto me is not an acceptable response to the issue.

   

   

   

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

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

  Business Response

  Date: 06/01/2023

  Good Afternoon,

  This member has only paid the minimum terms of the agreement. ******* has also reached out to service the sessions and Crunch has been more than willing to work with her and train out the sessions she's paid for. Everything else was already returned, as the member charged 4 payments back. I don't know what further resolution the member is looking for, as we have not charged past the terms she agreed to and we are willing to service the sessions with the top Coach at the club. 
  

  Thank you,

• Initial Complaint

  Date:03/23/2023

  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 supposed to do a training package and I spoke to someone personally at the gym to cancel it. I needed the money to do repairs on my car. They were going to take money out March 16th I spoke to someone on March 11th. I even spoke with the trainer, told him my situation and he said hed handle it to make a cancelation on it. I spoke to him three times and spoke to someone at the gym face to face three times about the cancelation. They proceeded to take $640 out of my account. And now I cant make repairs on my car. The trainer said they froze it and I called my bank to make a dispute. I have to now wait another 2 weeks for them to give me my money back. I need my car to go to work and any further damages to my car as a result of incompetence from the staff involved in canceling that charge to my card will result in a bill from the mechanic.

  Business Response

  Date: 04/17/2023

  Good Morning,

  This situation was taken care of and the member was spoken too . We spoke to her about refunding the payment ( which we did ) but then she also requested a chargeback that was approved so she received double the amount she was suppose to. We charged the account again to get the second payment back. Now this is all cleared up and taken care of . 

   

  Thank you,

• Initial Complaint

  Date:03/22/2023

  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.

  Crunch Fitness ***********, ** Agreement #:*********** On Monday August 15th I called Crunch Fitness in ***********. I requested to speak to the manager. A manager was placed on the line. I explained my situation - I would no longer be able to go to this gym as I was moving. I requested to have my membership cancelled. They asked me to come in person. I explained I couldn't because I don't live there. The manager stated that the membership would be cancelled. On 11/21/2022 I received an email stating that I was in arrears. This was surprising because I had cancelled my membership. I called the number provided - the automated response requests my agreement number. I gave the number. Then the automated response asks for another verification. They ask if I want to give agreement number. I give the agreement number again. The automated response continues on like this, never allowing caller to speak to a representative. I called this number multiple times.After these multiple attempts. I call the gym again. I ask for the manager. The manager - does not take my call. I believe the front desk stated the name of the manager was *******, or something similar to that.I have attempted multiple times to speak to the manager to no avail. I ask the front desk representative (or operator for gym) how I can get this cancelled, like it should have been done in August. The most frustrating thing is this person gives me the same number! After calling these numbers over and over, the gym, the crunch customer service, I have gotten nowhere. I look online and can't find any other customer service number other than the one I called from the original email.Then in January I get a collection letter. Please help me! All I wanted was to do the right thing since last August and cancel this membership.

  Business Response

  Date: 04/03/2023

  Good ******************************************* has spoken to the member, and worked out a refund resolution and it is taken care of. 

   

  Thank you,

• Initial Complaint

  Date:03/22/2023

  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 was a member of a gym named Fortify Fitness (*******, **), who closed down. The day they announced the closure, we were asked to sign our name on a list if we didn't wish to be transferred to Crunch *******. I signed my name on that list, since I didn't want to be a member of Crunch *******. I went about my business assuming everything was settled when Crunch ******* debited my checking account for transactions listed below:Aug 2, 2022ABC*CRUNCH ******* *********** ** 08/02 -$54.24Aug 3, 2022ABC*CRUNCH ******* *********** ** 08/03 -$16.23Since I never agreed to the transfer or signed a contract with Crunch *******, I filed a fraud alert with my bank who refunded my money. Now, eight months later I'm receiving a notice from a collection agency stating I owe $210.39 to Crunch ******* for a membership I never signed a contract for. Please help me resolve this issue.

  Business Response

  Date: 03/22/2023

  Good Afternoon,

  We will cancel and refund two months.
  
   
  
  According to the previous owner. All members were advised to process a cancellation request through the prior owner, not just write a name on the list.

   

  Thank you,

  Customer Answer

  Date: 03/27/2023

  I understand from your perspective that the previous owner told you they gave instructions for cancellation, but that's not what happened. The day I walked into the gym, I was told by the ***** teenager behind the desk the gym was closing its doors that day and if I didn't want to be transferred to your gym to sign a list. I don't blame your organization for what the previous owner said they did but didn't do. If you'll cancel the membership, refund the two months as you stated, and remove the collection from my credit report I'll pay the remaining balance. If you agree with this, let me know the balance and where I can send the payment. 
  
  
   
  
  

• Initial Complaint

  Date:03/20/2023

  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.

  I cancelled my Crunch Membership on Feb 27th and then Crunch charged my account in March. For some last payment that I never agreed with. I had been a Crunch member since ******************************************************************************************* 2009. Since I was a member before that I never signed such an agreement and when I cancelled my membership I was not told that I was going to be charged again.They have raised my membership by more than they agreed with my initial membership that I signed in ****. And they charged me during the early Covid pandemic when I was unable to use the membership.

  Business Response

  Date: 03/21/2023

  Hello,

  Thank you for your concerns and apologies for any frustrations caused. We see you contacted us at **************************************************** Please be on the look out for a response from **.

  Crunch Member Services

  Customer Answer

  Date: 03/21/2023

  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,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/20/2023

  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 signed up for a three month personal training class on January 31, 2023. I had my first appointment in mid February. When I arrived, I was told the trainer was not there. They told me to come back another day on March 2, 2023. I came back on March 2, 2023, and again they told me there was no trainer. At this point I requested a refund but they have refused to give me one and they continued to charge me for services. I am requesting a refund of my money.

  Business Response

  Date: 03/20/2023

  Good Afternoon,

  Abi and i spoke on the 6th of March. She explained that she wanted to cancel her PT agreement that she signed up for on the 18th of February. I explained to her that it was a three-month commitment and that i can process her cancellation but she will be responsible for the final two charges on the 18th of March and April. 
  
  She understood and wanted a new trainer because she did not like hers and i put her in contact with the *** so he could meet and greet her to pair her up with the best trainer he felt would fit her needs. 

   

  Thank you,

  Customer Answer

  Date: 03/21/2023

  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:

  [Your Answer The statement above is untrue. First, I did not dislike my trainer.  I was never given a trainer.  I arrived on several occasions for scheduled personal training sessions, and was told a trainer was not available.  The first time, I was told the trainer did not show up and that I would be given a new trainer.  The second time I showed up, they told me that trainer quit.  Crunch failed to inform me prior to arriving at the gym that there was no trainer.  They want me to continue to show up to sessions despite there being no trainer only to have the session cancelled.  That is a total waste of my time. Crunch is clearly not capable of fulfilling their end of the contract and thus the contract is now void.  I am requesting a full refund 

   

   

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

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

  Business Response

  Date: 04/06/2023

  Good Afternoon,

  *** was refusing to meet with both of the trainers that i had recommended. I did make it clear that all PT sales are non refundable so if *** does not want to use that's fine but they are non refundable. 

   

  Thank you,

  Customer Answer

  Date: 04/10/2023

  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:

  [Your Answer

  Crunch has provided me with three trainers that have failed to show up during the personal training. Crunch does not have the capability to preform on the contract and thus it needs to refund me immediately.  

   

   

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

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

• Initial Complaint

  Date:03/17/2023

  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.

  I started a membership online under the impression it was a dollar for the 1st month and then the dues would be due after that. They tried charging me various amounts from $27 to $42 from march 5 until now and Ive sent multiple emails requesting cancellation and they have replied they arent going to cancel until Ive paid my past due so the amount will keep accumulating if I dont pay. I would like to cancel my membership and have any past due balance waived seeing as Ive only used the gym 2 times since Ive had it. Im not happy with the agreement or the management and want to get out of it as soon as possible. My name is ***************************** and my account is under my phone number ************

  Business Response

  Date: 04/28/2023

  Good Afternoon,

  Attempted to call member to resolve the problem to let him know that I was going to help him; but there were communication issues. We're going to go ahead and cancel the membership with no future payments due and waive all past dues and late fees.

   

  Thank you,

  Customer Answer

  Date: 05/02/2023

  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,
  
  *****************************