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          Business Profile

          Fitness Center

          Crunch Fitness

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Fitness Center.

          Complaints

          Current Alerts For This Business

          Pattern of Complaint:
          BBB files indicate a Pattern of Complaints concerning the company's cancellation policies and fees associated with personal training sessions. Consumers are telling BBB about their experiences with Crunch Fitness after attempting to dispute charges regarding personal training sessions. Common issues reported by consumers are problems with scheduling a date/time to cancel their sessions and contacting their personal trainer.

          On 12/20/2021, BBB contacted Crunch Fitness to request its voluntary cooperation in addressing the identified issues in the Pattern of Complaints. As January 5, 2022, the business has responded to BBB and outlined the steps it is taking or will take to address the Pattern issues, such as extending the deadline to request a membership cancellation.

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            01/31/2025

            Complaint Type:
            Billing Issues
            Status:
            Answered
            I signed up with Crunch fitness and personal training. To improve my life but since working with this company I have had serveral issues. I have a never gotten a call back from the manager. I get no notification before anything is pulled out of my account and it is supposed to be by weekly but they are pulling the full amount.

            Business response

            02/03/2025

            Thank you for reaching out and allowing us to assist. Our Personal Training Manager for CRUNCH ******* is in the process of reaching out to ******** directly to resolve the issue at hand.

          • Initial Complaint

            12/05/2024

            Complaint Type:
            Billing Issues
            Status:
            Answered
            We are still getting billed for personal training sessions despite not even being a member anymore. We've tried to resolve the issue 3 times now but we keep getting billed. Despite being told that personal training not only DOESNT renew the membership after 3 months, even though it did, and as said before, still being billed despite being told that they fixed the issue.

            Business response

            12/08/2024

            Hi ******, 

            Our recurring PT agreements are all month to month with an initial 3-month commitment.  Happy to send you your agreement and jump on a call to review.  Just reach me at ************************** ~ Joel

          • Initial Complaint

            10/23/2024

            Complaint Type:
            Order Issues
            Status:
            Unanswered
            I am active duty military and was home from deployment for 2-weeks. I went into Crunch Fitness and asked if they had any free trials. I told them I was only home for 2-weeks and would be gone again out of state. They said they had a free 2-week trial. They told me I’d have to sign a contract and that they would waive the enrollment fee and annual fee since I was active duty. They said “we do this all the time”. They also said I could call or email to cancel. I didn't want to sign a contract but when they promised the fees would be waived and I wouldn’t have to pay anything, I signed, believing what the sales person said. I emailed a cancellation on 9/8/24. I was told by M** G*******, the General Manager that she couldn’t cancel my membership from an email. I’d need to come in. I explained the situation and what was communicated to me. She said i could send one of my parents in to cancel in person. She also said she would waive that months monthly fee (in writing, I have the email). My mom came in to cancel. She emailed M** and asked her to waive the fee. M** said she couldn’t. I was charged 2 monthly fees after that, and an annual fee. My mom asked her to issue a credit, honoring their promise. They wouldn’t. A dispute was filed with my bank for the monthly charges and annual fee. Crunch submitted another monthly and annual fee charge. A dispute was filed with my bank for that as well. My mom contacted M** about both charges. M** did cancel the pending monthly charge. M** said her boss would be contacting me over 3-weeks ago. I have not been contacted. Crunch is aware the charges are being disputed and instead of working with my bank and addressing this, they keep stacking additional charges. I’m disputing are $187.54.

          • Initial Complaint

            10/22/2024

            Complaint Type:
            Order Issues
            Status:
            Unanswered
            was told i still have to go to the gym to cancel my membership even if i couldnt make it there. They said the charge will go through not matter what and they cant stop it. they dont have a better option to cancel your membership

          • Initial Complaint

            10/14/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            Jem wellness brands owns and operates a few Crunch in the ********** country. Their ****** ******* location have closed and the business REFUSES to cancel memberships. No where in the contract I signed did it say if the business shuts down, the membership continues and will be transferred to another gym. I never received an email saying they are closing their business down, and the continue to charge me. I have sent a few emails, but they say since I didn't have their most expensive membership they will not cancel unless I pay for the rest of the year. I explained I cannot even get to their other locations, and they continue to disregard this. Never, ever, give your business to Jem Wellness, a bunch of thieves !

          • Initial Complaint

            09/29/2024

            Complaint Type:
            Order Issues
            Status:
            Unanswered
            I went to cancel the membership in August and was told that it would be cancelled no problem. I went back in September and was assured by the general manager they would cancel it since there was an issue before. The general manager took a photo of my ID and told me it would be completed. I am not getting calls from the gym that I am late on monthly payments and that it is not in any way cancelled and they won’t cancel it until I pay my monthly fees when I went in to cancel it before the date in which it would have been due.

          • Initial Complaint

            09/18/2024

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Unanswered
            They offered a promotion about joining for 9.99 a month with no contract. I cancelled, yet they continued to charge me stating that in the "contract" I was obligated to pay a year. When asked if they could email me a copy of the contract they never did. They engage in deceitful practices.

          • Initial Complaint

            09/16/2024

            Complaint Type:
            Billing Issues
            Status:
            Unanswered
            Subject: Unfair Billing Practices – Crunch Fitness In 2020, I paused my Crunch Fitness membership during the COVID-19 quarantine. I never returned to the gym and received no notice about my membership being reinstated. For two years, there were no charges or communications from Crunch Fitness. Then in 2024, I was suddenly charged $161 without warning. I contacted the gym and was told it was a mistake, and the charge was retracted. Shortly after, I was billed another $100, despite no notification or agreement on my end. When I reached out again, Crunch Fitness told me I had to pay the $161 to stop future charges. I felt forced to pay this amount just to prevent further unauthorized charges. This entire situation feels extremely unfair. Crunch Fitness failed to communicate the status of my membership, and I was unexpectedly billed after years of inactivity. Desired Outcome: I would like a refund of the $161, my membership fully canceled, and assurance that no more charges will be applied to my account. Sincerely, ** ***

          • Initial Complaint

            09/05/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            I cancelled my membership with this location prior to graduating from ***** High School in 2020 and was told by the representative at the time that it was closed. I received an email on 8/27/24 stating that my account balance was $147.67 overdue and that my account would be sent to collections if I did not pay. I then reached out to the store and they said that it was likely a mistake and that they would call me back the next day to let me know. They did not call me back. I received another email on 9/4/2024 stating that my balance is now $102.67. I called back in and spoke with the manager of this location and he claims that my account was "frozen" when I originally tried to close it and that it recently reopened in July and that is why I owe the 102.67. I have lived in ******* ******** since 6/19/24, so clearly there is no reason for me to have reopened my account and when I called and tried to explain my situation, the manager told me that my only options would be to pay the fee or kill my credit score. I also received no emails, texts, calls, or letters in the mail over those four years letting me know that my account was going to be reactivated. I am going to go ahead and pay the $102.67 simply because I do not want my credit score to go down. However, this has got to be some sort of fraud to go ahead and reopen an account and begin charging fees without the accountholder's permission. Not sure if this helps any of you but my agreement# with them is #*********.

          • Initial Complaint

            08/30/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            I cancelled my membership with this company Nov 2022. I have no business dealings with them. They charged my account in August 2024 $174.51

          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. ↩

          BBB Rating & Accreditation

          D-

          This business is not BBB Accredited

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          Reasons for BBB Rating

          Contact Information

          77 Spiral Dr

          Florence, KY 41042

          Visit Website
          (885) 938-8593

          Customer Complaints Summary

          25 total complaints in the last 3 years.

          15 complaints closed in the last 12 months.

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