Crunch Gym Customer Service Issues

I requested to cancel my membership in December, but I am being charged for January even though I haven't used the gym for months. I've been paying fees since [redacted], thinking I had canceled already. Now, after stopping the charges, I'm being told I have to pay for one more month. This is unacceptable.

I contacted my Crunch gym in Rocklin, CA, around 2-3 months ago to cancel my membership. I thought the account was closed, but I recently got an email from Crunch saying my payment of $22.99 was declined due to my card being canceled. I want to ensure my membership is canceled now because I've already paid for two months of a membership I haven't used at a gym in a state where I no longer live. The account number associated with it is #[redacted]0.

The customer service at Crunch in Fall River, MA used to be excellent. Unfortunately, recently there has been an issue where some staff members have not been attentive to complaints and have used rude language. As a nurse who is well-informed about the pandemic, I found this behavior unacceptable. They advised me to contact corporate to report my concerns about the inappropriate language used in the gym. Despite my attempts to address this with the manager, it seems they are not taking the matter seriously. I have evidence of the offensive texts and interactions, including being blocked on Facebook. I am disappointed that such disrespect is tolerated in a gym that caters to all ages. I am looking to send the evidence to the appropriate email address to address this matter and ensure that the staff are more courteous in the future. Thank you for your attention to this issue.

I used to have sessions with a trainer at the Tampa Palms gym in Tampa, Florida. The trainer left, so I visited the Crunch on Hillsborough in early November [redacted] to cancel my training. I filled out a form there and was assured I wouldn't be charged. Unfortunately, I noticed I was still getting charged the athletic trainer fees weeks later. I contacted the trainer who helped me and he mentioned that there were issues with the paperwork, but my problem was being addressed by the manager. Despite my efforts, I've been charged $[redacted] monthly without any sessions. The gym hasn't been helpful when I reached out. I insist on a refund starting from November, which adds up to $1,[redacted]. I've been patient but now seek a prompt resolution. I attempted to contact the corporate office without success.

I have been a loyal member of Crunch West Hollywood for nearly a decade, and I highly recommend this gym to others. After being away due to Covid, I returned in March and have loved the gym's cleanliness and staff. However, I encountered an issue with my training sessions bought in May [redacted]. I purchased 14 sessions in March and 10 more in May with a trainer who left in October. Despite my request for a refund for the remaining 10 sessions, it was denied by Crunch Corporate without explanation. The fitness manager offered me one complimentary session with another trainer, but the experience was not satisfactory due to scheduling issues. Now that the new trainer has also left, I am still waiting for a response regarding my remaining sessions. I am simply seeking a reimbursement for the undelivered sessions to resolve this matter.

I recently tried a 3-day guest trial at Crunch Fitness with my partner, who is a member there. Despite living in Queens and the Crunch location being in UES, Manhattan, I was told I couldn't use the pass because my driver's license didn't show a local address. Even though my partner also lives in Queens, they have a membership and we reside together in UES. I expressed this to the staff, but they were firm about not honoring my trial pass. It's frustrating that my official address on my license prevented me from trying out the gym. I even inquired about a 10-day pass I saw advertised, but didn't receive a response. It's disheartening when a gym doesn't uphold their own promotions and enforces rigid rules. I live nearby and just wanted to give the trial a chance, not trying to take advantage as a visitor.

I joined the gym in November but encountered an issue when they overcharged me $[redacted] instead of $[redacted] on November 22. After contacting customer service, I found out that the representative was new to the position. Then, on December 13, I was charged $[redacted] again, claiming it was a mistake due to a glitch. Despite disputing the charge with my bank, the gym maintained it was a valid transaction. I have been attempting to secure a refund since December.

I am a member of Crunch Fitness in Boise, Idaho. I had been paying for personal training from October to December with my trainer, Cante, who left in December. I had told Cante that I only wanted to continue training until he left so I could quit. After his departure, I was charged $[redacted] in January for personal training that I had already stopped. Jake, the manager, offered me 4 extra sessions, but I declined and asked for a refund. Despite reaching out several times, I faced delays and unhelpful responses from Jake. When I went to the gym, Jake mentioned the lack of written agreement and seemed hesitant about refunding the money. I am disappointed by the miscommunication and lack of assistance, feeling that a refund may not happen. I seek guidance on how to resolve this issue and ensure better client treatment from the manager.

I recently bought a Crunch membership at a local gym. When signing up, I was informed I could upgrade anytime. However, later when I tried to switch to a closer Crunch Signature location to my job, I found out they were separate franchises. This meant I had to create a new membership and cancel the old one at Bensonhurst, resulting in over $[redacted] in cancellation fees. This situation arose because I was unaware that these were different franchises. I believe it's unfair to be charged for something I wasn't informed about. It's crucial for employees to be trained to communicate this information clearly to new members to avoid confusion and unexpected charges.

I made my initial payment for the background check on January 21st, which was only $0.22 because of a sign-up offer I was given. However, on February 2nd, I was charged the full membership price, which seemed too soon. Another regular monthly charge occurred on March 2nd as expected. But unexpectedly, I received a message about a payment issue on March 20th, where I learned about an annual fee in addition to the monthly charge on the 24th. This frequent charging is not in line with the agreed $13.40 per month. I am requesting a refund for the March 24th charge as it was too soon after the previous payment. Also, I would like any late fees for the upcoming month waived as my payment would have been timely if charged correctly.

The staff at Crunch in Tallahassee has been incredibly disrespectful and unprofessional. When I requested to cancel my membership over the phone, they insisted I come in person. Upon visiting the next day, no employees could assist, and no managers were present. Despite promises of a call back from a manager to cancel over the phone, no one reached out. Despite multiple follow-up calls, the staff remained clueless and unhelpful. Each time I called, I encountered the same disorganization and lack of management. The final straw was a particularly rude and uninformed employee I spoke to. I aimed to cancel within the allowable three-day window, but the incompetence of the staff and management at this location has made it exceedingly difficult. This level of disrespect and lack of competence in customer service is truly disappointing. My goal is to cancel my membership promptly.

I cancelled my physical training in June [redacted] and was surprised to see charges resume in September [redacted]. Despite attempts to contact the gym, I did not get a response. The manager of Physical Training claimed they put my account on freeze instead of cancelling it. After disputing all charges with my credit card, I decided to leave Crunch in November due to their billing practices. A signed letter confirmed my outstanding balance of $26.82. Recently, on April 8, [redacted], I noticed a charge from Crunch for personal training using my bank routing information. After disputing this charge with my bank and the Florida State Attorney General, I received a credit refund. To my dismay, I was charged $[redacted] using a debit card that should have been removed from the system. Despite attempting to contact the branch manager without success, I had to cancel my debit card and file another complaint with my bank. I urgently request a refund for the unauthorized charges and documented proof of my June [redacted] cancellation for personal training, ensuring all financial information has been deleted.

Today at 12:45pm in Ponce, Puerto Rico, an unfortunate incident occurred at the gym. I have a membership that allows me to bring a guest daily, and today I brought my wife, Eileen. Upon her arrival, about half an hour before mine, the employee at the front desk was extremely rude to her, yelling that she couldn't enter. My wife then called me over, and I explained that she was my guest. The Crunch employee proceeded to shout offensive words with a loud voice, particularly a girl with red hair. While we have spoken to the manager about this issue, we feel it's important to share our experience to ensure it does not happen again. It's crucial for employees to respect customers, and likewise, for customers to respect employees. We hope that this matter is addressed promptly. Thank you.

On March 22nd, I visited the Palmdale CA gym with my daughter (the member) to cancel our membership. A female employee assisted us, but I didn't catch her name. She mentioned our payment for that month was processing and that it would be the final one. I requested written confirmation, but she couldn't provide it and reassured me that the cancellation was successful. However, in April, we were still charged. When we addressed this with the manager, he claimed not to know the employee. Despite my efforts to cancel my daughter's membership, he insisted on only pausing payments until August. This option is unsatisfactory; I simply want the membership canceled. The manager stated refunds were not an option. For further assistance, feel free to contact me. Kathleen A. (Adrianna A.'s mother)

Tonight, I visited the Cincinnati gym at Kenwood at around 11:25 pm, which is my peaceful time after work. Upon arrival, I noticed three people by the desk engaged in what seemed like terroristic or racial conversation. Among them was the guy I had considered reporting previously for inappropriate behavior, possibly named Max or Sam, and another individual making racial remarks. Despite preferring not to intervene, given the current atmosphere of hate and racial tension in this area, I believe it's essential to remain vigilant. As a 54-year-old who doesn't require assistance during my workouts, I felt compelled to address this issue. The incident occurred on Thursday, May 12, at approximately 11:25 pm. While I had contemplated reaching out to the FBI due to the seriousness of these matters, I decided to inform corporate instead. Thank you for your attention, and stay safe.

My husband, a loyal Crunch member, and I recently experienced a distressing situation at the gym. We felt targeted unfairly based on race, with staff enforcing non-policy rules. During a visit, the team member rudely demanded a passport for our 13-year-old son's age verification, despite him not having one due to limited travel during the pandemic. When we asked about using a birth certificate, she was dismissive, leading to unnecessary confrontation. Even after requesting to speak to a manager, the situation escalated with more disrespect shown towards us. The continued mistreatment on subsequent visits has left us feeling disrespected and violated. The employees' conduct was unprofessional and hostile, prompting me to share my experience on social media and other platforms. As someone with a following and connections, I am committed to shedding light on this issue until appropriate actions are taken. The behavior we encountered does not align with the values of a place like Crunch Fitness, and I will persist until this matter is resolved.

My 17-year-old son, Ely P., signed up for a trial membership at Crunch Fitness on 4/25. Despite requesting the cancellation of his trial membership on 4/30, he was charged $49.99 on 5/22 without receiving any cancellation paperwork. After contacting the facility via email, they advised him to cancel in person. When he attempted to do so on 5/23, he was informed he couldn't cancel immediately and needed to return on 06/24. Following this, an additional $9.99 charge was made to his debit card. As a parent who did not consent to any of the contracts signed by my son, I believe the gym may have deceived him. I am appalled by the facility's actions towards a minor, hindering the cancellation process and misleading him. I have reported the transactions as financial fraud, halted future payments to Crunch Fitness, and plan to lodge complaints with the Georgia Better Business Bureau and consumer advocacy groups regarding this situation.

During my May [redacted] vacation in Melbourne, Florida, I visited a friend and signed up for a fitness facility offering a $1 deal for the first month. I informed the staff that I would only use the membership for a week and intended to cancel when returning to Rochester, NY. Before departing, I notified the front desk of my cancellation. However, a month later, I received calls claiming my Crunch Fitness account was past due. I explained I had canceled in person but was told there was no record, requiring me to verify in person or send a letter to cancel. I clarified that I was unable to visit due to being in NY. Despite requesting a callback from a manager, I received repeated payment collection calls instead of a resolution. This experience soured my opinion of the facility despite enjoying my time there, leading to unnecessary credit issues due to the miscommunication and difficulties in canceling my membership properly.

I am having a frustrating experience with Crunch Gym located at [redacted]-02 Jamaica Avenue, Queens, NY [redacted]. This is my second issue with them. The staff is immature, and the manager, Gabrielle, was unhelpful when I went in on May 28th or 29th to put my account on hold. Despite signing forms to cancel before June, I was still charged $20.85 on June 2nd and $73 recently. Gabrielle couldn't locate my forms and just kept apologizing. This is unacceptable. The $73 charge was not authorized, and I demand my $93 back. I don't trust this company and want to end my membership. I have informed them of this and will file a complaint with the BBB.

Since my first visit, the customer service has been disappointing. I paid for an assessment but had to wait for the trainer. On top of that, they changed my trainer. Today, on 6/28, I had an issue with the manager who refused to scan my barcode at first and then directed me to a non-existent scanner. Eventually, he appeared magically on the other side to scan my barcode. Frustrated, I decided to cancel both my and my wife's memberships. When I asked for the customer service number, the manager's unhelpful response was, "You can look it up on Google." I tried to get assistance, but he dismissed me due to being busy and told me there was a line, even though I wasn't acknowledged. - Harvy G.