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Crunch Fitness complaints

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PO Box 1918
New York, NY 10011 | Get Directions

(212) 993-0300

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Total Amount in Dispute:
$15,021.00

Total Amount Settled:
$54.00

Complaint Experience

73%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

However, the company failed to respond to one complaint.

Complaint Closing Statistics

22 complaints against Crunch Fitness closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
8	Agreed to make an adjustment
2	Refusing to make an adjustment
10	Refuse to adjust, relying on terms of agreement
1	Unanswered

22 complaints against Crunch Fitness

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5/7/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $111.98 Amount Settled: $0.00

Customer Complaint

4/24/2025

Signed up with them at the beginning of the year haven't been back since February 11, 2025 The have since found a credit card not tied to my membership and took money from it. Resolution Sought Give me a refund.

Company Response

4/25/2025

Hello, We're sorry to learn of your experience, and we apologize for any frustrations caused. Please reach out to [email protected] with your complaint. Please be sure to include your BCA complaint number and supporting documentation for our review. We will then be able to escalate your concerns for resolution. Crunch Member Services

5/20/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $130.00 Amount Settled: $0.00

Customer Complaint

4/21/2025

Attempted to cancel membership since NOVEMBER. Have been told only a manager can cancel. No manager is ever available. I've been to the location multiple times to cancel as well as over the phone and email. They still continue to bill and will not cancel. Resolution Sought Close account at a 0 balance.

Company Response

4/23/2025

Hello, Thank you for providing feedback about your concerns. Please reach out to [email protected] with your complaint. Please be sure to include your BCA complaint number and supporting documentation for our review. This will allow us to best escalate your request to location ownership. Crunch Member Services

Customer Rebuttal

5/13/2025

This complaint was not at all resolved and they offered no help in getting it resolved. Whether it is privately owned or not. They still are under crunch umbrella. Please tell me what I can do from here.

Company Final Response

5/19/2025

We do not seem to have received a communication as requested. Franchised locations are separate business entities and do need to address member concerns directly. This is why escalation would be needed. Crunch Member Services

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