I want to be clear upfront: the staff and facility at my local Crunch location were consistently friendly, patient, and professional. This review is not about them. It is about Crunch Fitness’ corporate billing and cancellation practices.
Over the course of a year, I was billed multiple months plus an annual fee. Prior to six months of international travel, I coordinated account freezes exactly as instructed. Because freezes are limited to short intervals, I had to call repeatedly from overseas to maintain compliance— an inconvenience, but one I accepted in good faith.
Upon returning home, I decided to cancel due to continued logistical barriers. I explicitly requested cancellation and a refund for two months that should have been frozen. I was told this was handled— and I did receive the refunds.
Those refunds served as my confirmation that the matter was resolved. I even removed the reminder from my phone to keep calling and freezing the membership, because at that point, the account should have been fully canceled.
Months later, I was charged again.
I was then told the account had been frozen, not canceled— despite previously being told I was “good to go” and despite the fact that a refund had already been issued. Different phone calls produced different explanations. Managers were consistently away, follow-ups were promised but never delivered, and written confirmation was never provided— something I accepted at the time because the refunds reasonably indicated cancellation.
A manager named June was exceptionally patient, kind, and professional. However, she made it clear that managers no longer have the authority to issue refunds under Crunch’s updated policies, regardless of circumstances. Let that sink in: a gym manager cannot correct billing errors or resolve legitimate disputes.
June escalated my case over a month ago. There has been no response. Charges have continued. This is not a mistake— it is a system designed to exhaust customers until they give up.
In fair and reasonable business practice, companies understand that life happens. People travel. Circumstances change. Errors occur. Ethical companies acknowledge that, apologize, and fix the issue. Crunch Fitness does the opposite. You are treated as a billing record, not a human being.
The gym itself is clean, friendly, and welcoming. Corporate, however, operates in a way that is deceptive and predatory. Be prepared to play chess if you ever need to cancel: block them as a merchant, file chargebacks, gather written evidence, and escalate to consumer protection agencies if necessary.
Signing up is easy. Cancellation is a war.
Please don’t just take my word for it— read your local gym's reviews. Sort by recent or 1-star. Look on Reddit. You’ll notice a pattern. The positive reviews largely come from people who haven’t tried to cancel yet.
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Crunch is a gym that believes in making serious exercise fun by fusing fitness and entertainment and pioneering a philosophy of No Judgments.
