Crunch Gym Customer Service Issues

Hello, I joined your gym three weeks ago, and it has been an incredibly disappointing experience. During sign-up, the staff member mentioned my personal trainer would create a comprehensive plan involving meal planning to help me reach my goals. I purchased a 5-session package and met with Darren, the trainer manager at SF New Montgomery, to discuss my plan. However, when I met my assigned trainer, Ally, she was unaware of our conversation with Darren and could not assist with nutrition as initially promised. During the session, Ally's injury limited the workout to just 15 minutes out of the scheduled 50 minutes. Furthermore, she mentioned withholding exercises until our third session, which was not what I was informed when signing up for personal training. On another occasion, the gym was not open at the scheduled time, causing me to arrive late at work. The lack of professionalism and the discrepancy between the promised services and the actual experience have left me feeling unsatisfied and misled. I would appreciate a refund for the personal training sessions.

I enrolled at your gym three weeks ago and have had an extremely disappointing experience. During sign-up, the receptionist (can’t recall her name) promised a detailed plan with a personal trainer, including meal planning. I then purchased a 5-session package. However, my meeting with Darren (trainer manager at SF New Montgomery) was unproductive, and I was assigned to Ally without any relevant information being passed on. Ally, during a paid session, mentioned she wasn’t qualified to assist with nutrition and was unable to provide a full workout due to injury. She focused more on time than on my goals. The gym also had opening time issues, creating inconvenience. As the services promised were not delivered, I feel misled and want a refund.

My husband signed us up for memberships at an unopened Crunch location in January with a promise of two months free and the ability to cancel anytime if we were dissatisfied. Although we were not supposed to be billed until a later date as per the agreement, we were charged in February. When we opted to cancel, he was informed he could only cancel his account, not mine. This seemed unreasonable since he had set up both memberships and was accountable for both. When I tried to cancel in person, I was told it could only be done between 10am and 6pm. After rushing there the next day, I was surprised to learn I would also be charged the yearly fee since it was less than 10 days before the upcoming billing date of March 7th (it was February 26th). Despite seeking alternatives, the staff advised there was nothing they could do. Subsequently, when my husband called, they insisted I speak with a manager before proceeding with the cancellation and conveyed that no resolution was attainable.

I need to address some concerns I have regarding the Crunch facility in Palmdale, California. The management takes an extended amount of time, sometimes months, to repair broken machines, and the overall cleanliness of the machines and their surroundings is subpar with dust accumulation. The maintenance in the Men's locker room is also a major issue with a persistent foul odor, frequently clogged shower drains, and a lack of hand soap and paper towels. Additionally, the air conditioning has not been functioning for a period of time, and although the shower curtains with mildew were eventually replaced, there are ongoing concerns that need to be addressed promptly.

I am a member of Crunch Fitness with a Peak Plus membership. On 3/4/19, I went to the Crunch Fitness in Old Bridge/Marlboro, NJ with a guest. I was shocked and upset by the treatment we received from the manager named Chris. He refused entry to my guest despite my Peak Plus membership allowing it. I tried to discuss it with Chris, but he was rude and unhelpful. When I asked for proof of the guest policy, he wouldn't provide it. He claimed this rule came from Corporate but wouldn't give me their contact info. It was a disappointing experience, and Chris's behavior was unprofessional. I want to escalate this issue to Corporate and hope for a resolution. I'm sharing my contact details for further communication. Best, Chris R. Cell: [redacted] Office: [redacted] Email: [redacted]

I originally thought the membership cost was $67 per month, but I was unaware of the additional yearly dues of $[redacted], which was more than I anticipated. When trying to downgrade online to the $10 membership, I found it wasn't possible and was directed to speak with a club representative. The club representative couldn't assist me with logging in, and I found myself in a loop trying to access the online system. Realizing I couldn't downgrade online, I felt frustrated. While I accept responsibility for not downgrading sooner, I didn't realize I would be charged yearly dues. I'd like to request a refund for the yearly fee since I cancelled my membership due to this misunderstanding.

Hello, I have been a member of Crunch for years at the 4th Ave and 12th Street location. Recently, there have been issues with a large section of treadmills being blocked off for a class during the evening, which is when I usually work out. I keep getting kicked off the treadmills for this class, leaving me without any available machines. I believe it would be beneficial if the class could be moved to a different location within the gym, or if individuals already using the treadmills could be allowed to finish their workouts without interruptions. The employee named Anthony has been unhelpful, insisting that the treadmills are reserved for a class starting at 6:45, even though I arrive at 6 and there are no other options available. I am looking for a solution to this ongoing problem.

I had a negative experience with a Crunch Fitness member that was sexist and disrespectful. I informed the Crunch Fitness Manager about the incident involving a member who has been complained about by other female patrons. Despite this, the member was only spoken to and not asked to leave. I have requested to cancel my membership as long as this individual remains at the gym because I no longer feel comfortable there. However, I have not received any response from the Fitness Manager. Can anyone provide assistance with this situation?

I joined the Brantford gym in January, leaving my smaller, cleaner gym for more equipment and a larger space. Recently, I visited the doctor due to discovering white discoloration on my back, shoulders, and the back of my neck, which turned out to be a fungus from the gym. My doctor inquired if I used tanning beds, but the gym was the only place I could have contracted it. I clean the mats and benches when I sweat, but it seems not everyone does. The gym has issues like spills not being cleaned promptly, dirt coming up under the floor mats, and hair and dirt on the mats. Despite my efforts, I ended up with a fungus in just three months. Cleaning stations are inadequate, and staff are not seen washing the machines. I can't take oral medication due to kidney problems, so I'm stuck using a cream twice daily for a month. It's inconvenient and frustrating. The gym staff didn't seem to believe me, but who would lie about getting a fungus? It's unpleasant and now I have to deal with the aftermath. I'll be escalating this to health and safety authorities and the health department, as this situation is unacceptable.

I joined the Brantford gym in January, switching from a smaller one for more equipment. Recently, I noticed white spots on my back and neck after visiting the doctor, who suggested it might be from a dirty gym. Despite cleaning the equipment, the lack of thorough maintenance led to this issue. The gym's cleanliness is concerning, with spills left for days, dirty mats, and no staff regularly cleaning machines. Unable to take medication due to kidney problems, I'm stuck using cream twice daily for a month. It's frustrating paying for a gym I can't comfortably use due to the fungus I picked up there. The staff's disbelief only added to the unpleasant experience. Coming from work at the school board, the gym is the likely source. It's disappointing to pay extra for a gym that doesn't prioritize cleanliness and member health. -Gail Galway

I am writing to share an experience I had today, April 1, [redacted], at the Elk Grove, CA Crunch location. I visited for a free trial that I saw advertised online. Following foot surgeries, I wanted to rebuild muscle in my left leg. Upon arrival, I met Andrew, later found out to be the manager. He denied the free trial offer, asking for $10, then $5. Feeling misled, I tried the day pass and later called to speak to the manager, Andrew, again. Despite showing him the online offer, he insisted I should have brought it in. His lack of customer service disappointed me. I will be reporting this incident to corporate as clarity on free trial availability is needed on the website.

I recently joined a new gym and signed up for monthly personal training. I followed the contract terms to cancel within 5 business days for a full refund of $[redacted] paid in addition to the membership fee. Despite submitting the cancellation request as instructed, I have not received the refund after 11 business days. On visiting the gym again, I was informed that the personal training fee was non-refundable, but this contradicted the information provided earlier. The confusion arose as the contract I received only detailed the personal training terms not the gym membership. I seek clarification on the refund policy and wish to understand why the previous assurances of a refund did not materialize.

I terminated my Crunch Fitness membership in January [redacted]. The final scheduled payment was set for January 25th, [redacted], and my access ceased in February [redacted]. Unexpectedly, there were no charges on my credit card in February [redacted]. Regrettably, unauthorized charges appeared in my March 8th, March 22nd, and April 5th, [redacted] credit card statements, totaling $58.47. I am requesting a refund for these unauthorized charges and seek assurance that no further unauthorized payments will be attempted.

I am reaching out about Crunch Fitness in Westland, MI. The gym has had broken equipment that takes weeks to fix. Currently, the issue is the outlets in the women's locker room. I work out every morning before work and rely on these plugs. Despite reporting it twice, I was given different responses which were not followed up on. I feel frustrated as a paying member because these problems are not being addressed promptly. This has not been an issue at other gyms I have frequented. I am considering canceling my membership due to the ongoing problems and lack of attention to fixing them.

I bought 4 half-hour Trainer sessions for $[redacted] on January 11, [redacted]. I cancelled the sessions on January 28, [redacted], speaking with Shaydon T. over the phone. He reassured me he would cancel the sessions, but months later, I noticed $[redacted] charges on my credit card from Crunch Fitness. The manager explained that the sessions were not officially cancelled and that refunds are not possible due to the contract. Now, I am left with 12 unwanted sessions and lost $[redacted] because Shaydon T. did not cancel the sessions as promised. Any assistance would be appreciated. Thank you.

On January 31, [redacted], I joined the gym and unfortunately had a negative experience that has left me disappointed. The individual who signed me up informed me of a one-hour one-on-one session to familiarize me with the equipment, which did not happen as expected. Instead, the focus was on signing me up for personal training, despite my time constraints due to working 12-hour shifts and taking care of my sick child. The cleanliness and functionality of the equipment, particularly the tanning beds I pay extra for, have been subpar, often out of order. The staff's lack of attentiveness and professionalism, as witnessed by their socializing and eating at the front desk, has added to my dissatisfaction. Additionally, I was unaware of the extra $59 charge deducted from my account, on top of the monthly fee of $29. Considering these issues, I believe it is fair to request a release from my gym membership in Brantford without any penalty. Best, Cheryl A.

There was an incident at South Crunch Fitness in Colorado Springs, CO this morning. An email was sent to the franchise manager detailing the events. Emily, a long-time member, describes a situation during a Zumba class involving the gym manager, Natalia, and other staff members. The confrontation escalated when the manager grabbed Natalia's arm, which Emily found aggressive and unwarranted. Despite attempts to resolve the issue, the manager did not provide further instruction, leaving Emily and others feeling unsettled. Emily expressed her concerns about the incident and hopes for a peaceful resolution to ensure a safe and professional environment for all gym members.

I visited Crunch in Bonita Springs, FL some time back to cancel my daughter's membership due to her upcoming college departure. Despite my request to cancel, the representative persuaded me to freeze the account until June 1st, promising no charges during the freeze period. However, in April, we were billed for both an annual and a monthly fee. When we disputed the charges, the manager, Peter, was dismissive and unhelpful. Although he claimed we had received a contract via email outlining the charges, his own system showed otherwise. After an unproductive call with his District Manager, we were denied a refund. The lack of transparency and poor customer service displayed by Peter has left a negative impression on us. Crunch has lost potential long-term customers due to their handling of this situation. My daughters, who are avid athletes, have frequented gyms for years, but Crunch's actions have ensured they will not be continuing their memberships with them.

Subject: Request to Cancel Membership and Waive Annual Fee Dear Sir/Madam, I am writing to formally request the cancellation of my membership and the waiver of the annual fee associated with it. Within less than a month of joining, I discovered that it is extremely challenging to utilize the facilities at the gym due to the excessive number of individuals who occupy machines for extended periods while engaging in activities like texting, gaming, or socializing, thus preventing other members from effectively working out. Despite addressing my concerns with Tim, the manager, I was informed that their behavior is not in violation of any policies, despite a notice in the gym explicitly discouraging cell phone use on the workout floor. Numerous fellow members have expressed similar grievances about this ongoing issue at this specific location. Therefore, I believe that the gym's failure to uphold the conditions outlined in the membership contract, which include providing a conducive environment for exercising, justifies my request to terminate my membership without penalty. I respectfully urge you to consider my request favorably. Sincerely, R.F.

I have decided to cancel my membership at Crunch Toms River NJ due to the recent treatment and dismissal of the trainers. These trainers were a vital part of why many of us attended classes and small group training. They demonstrated a genuine interest in us, our goals, and provided exceptional workouts. The recent firing and resignation have left us upset and questioning Crunch's support of its staff. The incident leading to the firing involved a member verbally abusing a trainer who simply requested space for the training session. It is disappointing that there was no investigation into the matter before the dismissal. This event, along with other management issues, makes me concerned. I have tried to reach out to Chrissy Bucchi without success, which reflects poorly on the management. I urge someone to contact me regarding this unfair dismissal as I believe it was done to serve a hidden agenda. I will be sharing my experience with others.