Crunch Gym Customer Service Issues

I had a membership with Crunch Fitness and called in June of [redacted] to cancel due to a family emergency. The representative assured me it was canceled, but I later discovered they were still deducting fees. Now I have a $[redacted] bill in collections as I couldn't physically visit a gym. I contacted the BBB for assistance. My current situation prevents me from cancelling in person. Is there an alternative solution? Patricia R. from Niagara Falls, NY, used the Military Road location.

I registered for a membership on Friday, September 27th at my college with the Palmdale, CA store manager, Blanco. He mentioned a 5-day cancellation window and a month-to-month contract, but the written contract shows a 12-month commitment. I reached out via email on October 1st to cancel and requested confirmation, but haven't received a reply yet. My agreement number is #[redacted]7 for club #[redacted].

I canceled my Crunch membership in May [redacted]. However, I have been continuously charged on two cards since then. Despite blocking one card, Crunch managed to take the payment from my debit card, which has left me extremely frustrated. I have reached out multiple times to the Hoboken location, explaining the situation and requesting to speak with a manager, but I have not received a call back as promised. They assured me I would be refunded within 7-10 business days, but I am still waiting for any confirmation that they have contacted corporate about this issue. This situation is not just about $70; it amounts to $[redacted] in total.

I have been attempting to reach Crunch manager, Tammy Morningstar, for a week now with no success. I initially signed up for an annual membership on Sept 30th but later decided to switch to a month-to-month plan instead due to uncertainty about my gym attendance consistency. I called multiple times to make the change but was informed the regional manager needed to handle it and would get back to me. Despite emailing twice after not receiving any callbacks, I am yet to hear back. Therefore, I wish to cancel my membership, halt any future payments on my debit/credit card, and receive a refund for the initial charge, all being within the 10-day legal window to do so.

I joined for personal training and became a member in February [redacted], renewing in February [redacted]. I requested to freeze my PT membership in May until August due to travel. Upon my return in July, I found out my trainer had left, leaving me with 8 unused sessions, not 2 as I was told. It seemed he was paid for sessions he didn’t conduct. Providing proof, Tyler, the new manager, rectified the session count and paired me with a new trainer. He froze my membership until I used all 8 sessions. However, in August, my account was charged $[redacted] without my consent. Tyler assured me he addressed it and initiated a refund. Despite this, Crunch Fitness did not refund the charge. After numerous attempts to contact Tyler without success, I am seeking assistance with this ongoing issue involving unauthorized charges and poor customer service. Thank you for your help. Sincerely, I. Encheva

I am a member at Crunch in LaSalle, Ontario, on Malden Rd. I am very disappointed with this location. Do you have a dress code policy? If not, consider implementing one. Several members are showing up in attire that is inappropriate, such as very revealing tops. I witnessed instances where individuals wore outfits that were not suitable for a gym environment. There seems to be a lack of equipment and cleanliness issues at the gym as well. The staff appears unresponsive to members' concerns and the overall experience is subpar. Several members, including myself and my husband, have brought up these issues with no resolution in sight. We are considering leaving if these problems persist. Customer satisfaction should be a priority over profits. I hope to see improvements soon to enhance the gym's reputation and member experience.

I am Tim W., a member at Crunch in Hamburg, NY. I enrolled my daughter C. W. for a 3-month membership that she never used. I have an insurance card covering my membership, and as the year ends in December, the remaining funds do not carry over. I rely on the $[redacted] that resets each January for my own expenses. Despite my daughter not utilizing her membership, I noticed a $15 monthly charge on my card without authorization. If this charge persists, I will seek another gym closer to home. I have contacted the Hamburg location multiple times without a resolution, and today I was informed that nothing can be done. Regrettably, I will be discontinuing my membership at Crunch due to this unresolved issue.

I had a disappointing experience at the gym with the personal training manager, Paul. Despite being a guest of my girlfriend's, Paul assumed I was training her and confronted me without asking for any explanation. I have medical conditions that limit my ability to do certain exercises, especially core-focused ones. Despite trying to explain, Paul was dismissive and judgmental. It was frustrating that he refused to listen to my reasons and instead jumped to conclusions based purely on appearance. Paul's behavior was unprofessional and dictatorial. His rigid mindset and unwillingness to consider individual circumstances made me feel unfairly treated and falsely accused. If you enjoy being judged solely on your looks and denied the opportunity to explain your situation, then Paul's personal training services are perfect for you.

I had two credit cards saved in the system: one for my monthly membership and the other for personal training sessions. In August, the charges went through correctly, but in September, the wrong card was charged for my training sessions. I've been trying to get a refund for five weeks, but all I hear are excuses. Instead of charging me for the September sessions due to the back-and-forth, I was informed that I won't get a refund for the incorrect charge, which I find unreasonable. The company decided not to charge me for September's training because of the difficulties I faced, not because I requested it. I want my money refunded to the originally charged card. If this isn't resolved soon, I will seek legal advice.

I have been a member of this gym for almost a year. Equipment is always scarce in classes; some instructors have to bring their own gear. I had to purchase my own weights. For nearly a year, myself and other members have addressed this issue with manager Chris. Despite assurances, no new weights arrived. Today, my friend and I approached him after class to ask about the weights. He blamed Crunch Corporate for the delay and abruptly walked off mid-conversation. This lack of respect shocked me. When I questioned his behavior, he dismissed us claiming to be busy. A gym should provide necessary equipment, which this facility lacks. Additionally, manager Chris displays apathy and a poor attitude towards members.

I am a Medicare member at Crunch Boise Idaho State Street. My wife, C.S., joined a few months later and was charged $49 on top of her monthly fee. The understanding was that she would only be charged the $49 annual fee after a year, not two months later. When trying to resolve this with the local manager, there was no cooperation. I requested the district manager's contact information, but only received instructions to send an email that has gone unanswered for a week and a half. This discrepancy was not explained clearly during my wife's signup, as we were led to believe there would only be a single $49 charge after a year, not two. We are not disputing the initial enrollment fee of $49 she paid upon joining. We are simply seeking a refund of the additional $49 annual membership fee. Swift resolution and communication on this matter would be greatly appreciated, as it has already been an extended period since we were promised a response.

I attended a free consultation with a personal trainer, who was fantastic. Initially interested in signing up for weekly visits, I realized, in the process, I provided incorrect bank information. We discussed returning the next day with the correct information. However, my husband's sudden hospital visit made me reconsider. With a new job and a long commute, often exceeding 12 hours, I contacted the trainer to postpone signing up until I was more settled. Despite this, over $[redacted] was withdrawn from my account without authorization over the last two months. I am seeking an immediate refund for these payments.

I recently had an unpleasant experience at the Parramatta gym when I tried to pay my fees after receiving a failed debit notice. I usually expect the debit to go through every second Friday, and I had enough funds available. However, additional management fees caused the debit to fail. I only became aware of this when I received the notification the following Tuesday. When I tried to settle the fees on Wednesday, I was surprised to be charged a late fee spanning from Friday to Tuesday. Despite my attempts to explain why I shouldn't be responsible for these additional charges, the staff at Parramatta gym were very aggressive and interrupted me rudely. Their behavior and lack of customer service were disappointing. I hope they can improve their service in the future.

I am writing to express my extreme dissatisfaction with the service I have received. I contacted your team on August 18, [redacted], to cancel my membership. Despite receiving an initial response on the same day at 10:28 PM, I never received further communication confirming the cancellation. Consequently, I was surprised and angered to discover my account had been overdrawn due to the unexpected membership fee deduction. I insist on the immediate cancellation of my membership and request a refund for the membership charge of $32.42 and the subsequent overdraft fee of $35.00. Despite contacting you a month ago, I am still facing charges. Despite being promised a follow-up within 24-48 hours, I have not received any further communication. To my dismay, additional charges were applied on 10/15 ($32.42) and 10/16 (overdraft fee of $35.00). I am now seeking a full refund totaling $[redacted].84 for the charges and overdraft fees and expect my membership to be terminated promptly. This level of customer service is unacceptable, and I anticipate a swift and satisfactory resolution. Thank you for your attention. Caroline Casey

On October 10, I contacted Crunch Fitness in Bradenton, Florida regarding my membership. I had specific questions about canceling my membership and was advised by the customer service associate over the phone to visit and sign a termination form. Upon visiting today, I was surprised to learn that I needed to pay the October fee and a $60 maintenance charge for cancellation. The staff member mentioned that cancellations must occur 10 days prior to the due date and the maintenance fee is required. I initially called to avoid unexpected fees and find this level of customer service disappointing. While I can understand the monthly fee for October, the additional $60 maintenance fee seems unreasonable. I requested to speak with the store manager but was told he was in a meeting, although he was visibly present at the front desk. This experience has left me quite dissatisfied with the entire process. My name is Ross Weatherly, and my key tag number is WBR131481.

Hello, my name is William M. I have been a lifetime member of Crunch Fitness in Georgia since the 1990s. However, since [redacted], I have been out of touch and lost my membership card and paperwork. I secured my membership in Cobb, Marietta, Georgia. Can you help me get a new Crunch Fitness membership card, please? For contact, my email is [redacted] and my cell is [redacted]. Thank you!

A few months back, I engaged a personal trainer at Crunch. With a membership allowing access to any Crunch gym, I unknowingly faced moving from Tampa to Bradenton. With 12 training sessions remaining, I inquired today about transferring to the Bradenton gym due to the considerable distance. The trainer's refusal citing company policy left me frustrated. I find it hard to believe that Crunch would not accommodate such a transfer. Travelling over an hour one way to the Carolwood North Carrollwood gym is not feasible. I'm not trying to be difficult, but this situation is not sustainable. I've invested significantly in this. At this point, I have two options: either transfer my account or pursue legal action to recover my investment. I'd rather resolve this amicably than resort to negative feedback on social media.

I attend the Tonawanda, New York gym frequently and would like to bring attention to the behavior of the manager, Nicole. She often appears unapproachable, always in her office and reluctant to address members' concerns. The men's locker room on weekends is consistently in disarray with q tips on the floor, toilet paper everywhere, and broken lockers left unrepaired. The lack of staff presence during peak times is concerning, as I have personally experienced not encountering any personnel during my two-hour visits. This poses a serious safety risk as help may not be available in case of emergencies. Maintenance issues persist, with malfunctioning TV monitors, broken cardio equipment such as ellipticals and treadmills with faulty belts. Despite being a paying member, these ongoing problems persist due to the manager's inaction. I feel it's essential for corporate to be aware of these issues and promptly address them to ensure a better gym experience for all members. Thank you.

As a longstanding member of Countryside Crunch in Clearwater, Florida, I have repeatedly raised concerns with the management team about trainers using equipment as tables during sessions. Despite my feedback, today I observed three trainers engaging in this behavior while a manager did not address the issue. This lack of professionalism and consideration from the staff has left me feeling frustrated and unimpressed with the gym.

I had a membership with Crunch Gym in Murrieta, CA, which I put on hold due to deployment. While I was away, they canceled my membership without reason. When I returned and called to reactivate it, the manager informed me it had been canceled during my absence. Despite declining to rejoin to avoid a reactivation fee, Crunch somehow charged my debit card $35 afterward. I've reached out multiple times, including emails, without any resolution since April. I'm trying to remain patient, but I need my refund promptly. If this matter is not resolved, I will have to report it as potential fraud to my bank and request an investigation.