Crunch Gym Customer Service Issues

I signed up earlier this year for what I thought was a month-to-month arrangement and paid for personal training. However, my original trainer was terminated, and the replacement did not work for my schedule after we relocated. Despite calling multiple times and leaving messages, I haven't received any response regarding my refund request. Additionally, there was a billing issue when my daughter's account was charged incorrectly, causing an overdraft. Despite being promised a call back from the manager, I have not received any assistance. At this point, I am frustrated with the lack of customer service and wish to have my $[redacted] refunded for the unused first month of training, as well as the $32 overdraft fee. I also want to cancel my membership due to these ongoing problems. The lack of communication and assistance is unacceptable, and I hope to resolve this promptly. Thank you. - Brandy D.

I recently started personal training at Crunch Fitness in Lubbock this semester. Unfortunately, I have encountered numerous unprofessional instances that have left me feeling disregarded due to my age and taken advantage of financially. Despite requesting to cancel my training and only complete the sessions I have already paid for, I have been charged for additional sessions that I explicitly asked to stop. I want to terminate my personal training, receive a refund for the frozen payment, and address my concerns with a corporate representative over the phone. This negative experience has led me to consider canceling both my personal training and gym membership altogether.

On November 6, [redacted], I sought advice for my mid-waist area post three surgeries. I unknowingly signed a contract without understanding the full payment implications. The email about the contract mentioned a 24-hour cancellation window within 10 days, but when I tried to cancel within that timeframe, I was informed it was a verbal agreement with a 30-day cancellation policy. To complicate matters, my contract was put on hold for three months because I mentioned consulting my doctor about seeing a nutritionist or dietitian. Despite my efforts, they are refusing to cancel the contract, which I no longer wish to be a part of.

Today, I went to Crunch at FiDi for the first time using ClassPass due to an injury that prevents me from attending my regular classes. This experience was disheartening, and unfortunately, I won't be returning. The ClassPass requirements stated arriving 15 minutes before or no later than 10 minutes after my scheduled time of 11 am to 1 pm. I arrived at 12 pm, and Rouget Carter was incredibly disrespectful. He proceeded to insult me and questioned my understanding, allowing me entry only if I complied with his terms. When I requested to speak with someone else, he refused and continued to mistreat me for not following his commands. The lack of support from other staff members was distressing. This treatment was uncalled for, and it left me feeling intimidated and scared. This behavior towards customers should not be tolerated.

Months ago, I noticed a $25 charge from my bank after cancelling my Crunch membership. Despite leaving several messages, the GM did not return my calls. Eventually, I spoke with a new GM who promised to issue a refund but only part of it arrived. Despite multiple attempts to contact them, the issue remains unresolved. The previous GM was fired, and now I struggle to communicate with the new one. Promises of calls back within 24 hours went unfulfilled, leaving me frustrated with the lack of responses and the absence of a full refund. I am seeking assistance from Crunch's corporate or regional management to address this ongoing issue at the Black Eagle location.

The equipment used at the Fairless Hills branch as door stops in the fitness room has been broken for about two months. The trainers are not maintaining cleanliness by leaving weights on the ground and walking over them instead of putting them away. Despite paying a yearly maintenance and upgrade fee, nothing has been done. The manager was impolite when I requested to cancel my membership, insisting it would be cheaper to stay and pay a $[redacted] early cancellation fee along with the remainder of the contract. I am seeking advice on how to exit the contract without solely having to pay more money to a gym that does not address maintenance issues.

I am a member of Crunch on Rivers Ave. in North Charleston, SC. During my Zumba class with Rose at 5:30 on Tuesdays, the dance room is consistently under 50 degrees, making it uncomfortable for our class. Despite my polite request to the manager to raise the temperature, she was rude and unwilling to help. When I mentioned a previous team member who had adjusted the temperature before, she responded aggressively. Our Zumba teacher intervened, which I appreciated, but the overall situation has made our class wear heavy sweaters while dancing, which is not ideal. This manager's behavior is unacceptable, and many of us are considering leaving. I prefer to remain anonymous when reporting this incident. The situation with this manager is unsettling.

I am writing to address some concerns I have noticed regarding the gym in Norwalk, CA located on Alondra Ave. Firstly, out of the approximately 40 treadmills available, 12 of them are currently out of order. Despite reporting this to the staff, no action has been taken to fix them. Additionally, I have doubts about the cleanliness of the equipment as items left in the cup holders remain untouched for days. The facility itself is beginning to emit an unpleasant odor, which I suspect may be due to a lack of proper cleaning. Furthermore, the water fountain has been nonfunctional for weeks now. On a positive note, I appreciate that the gym is open 24 hours and that the Wi-Fi connection is superior to that of other nearby fitness centers. Lastly, I wanted to highlight that the staff members have been friendly and accommodating.

I have been a member of the Richmond Hill Crunch for about a year with my grandson, Paul. I made a payment two months ago after the summer to clear a balance, but I am still receiving constant telephone calls from Crunch, even when I am on vacation. The staff asks for my birthday, which I don't have, leading me to hang up. The repeated calls are unnecessary, regardless of any outstanding balance. I have been a long-time member of NYSC and have never experienced such calls. It is time for Crunch to stop this harassment of customers. They should learn from other gyms on how to conduct business appropriately. Please cease the telephone calls.

Good afternoon, My name is Jose G., membership # [redacted]84. I signed up about 5 months ago over the phone with Andres C. I was supposed to be paying $49.99 a month with no annual fee and month-to-month membership with towel services. The following month, when I tried to make my payment, I was told there was a $79.99 annual fee. Andres said he would waive it and give me a free month. However, I still got charged for the annual fee. On November 28, I was charged $[redacted].98 because my membership wasn't canceled. I've been having trouble reaching Andres at Crunch Fitness Eastlake to resolve this issue. I was told to call back multiple times but still couldn't get through to him. My signatures were apparently forged on the contract, and I was unaware of its existence. I just want a refund and my membership canceled. Your assistance in this matter would be greatly appreciated. Thank you.

I visited Crunch Fitness in Kenwood to cancel my membership due to my busy schedule with work and studies. The representative assured me it was canceled, but I later discovered unauthorized charges on my bank account. The manager claimed I was under contract, despite being misled during signup that there was no commitment. I was coerced into a service I didn't want, specifically personal training. I wasn't informed it was under a contract, and due to health reasons and my hectic lifestyle, I can't make use of the gym. When I requested cancellation, the trainer manager dismissed my concerns and didn't accommodate my situation, as promised. It has been two months since attempting to cancel in late October, yet Crunch Fitness continued charging me, totaling over $[redacted]. These unexpected charges strain my finances, causing overages. I urgently require my subscription to be canceled to resolve this issue.

A few months ago, I paid $[redacted] for 36 elite training sessions with my first trainer in Tampa. However, during my vacation, I couldn't train for two weeks. Now that I've moved to Bradenton, my current trainer is on vacation with no availability for a week. It's frustrating not being able to train consistently, especially after committing to these sessions. I've been training since I was 10, now 56, and this experience has led me to reconsider hiring trainers in the future. I've belonged to a CrossFit gym called Fit Crew for five years, and their availability and consistency have been reliable, unlike my experience at Crunch. Paying $75 per session for inconsistent training has left me feeling cheated and contemplating taking legal action to recover my money.

My spouse and I have been long-time members of Crunch gym and were initially drawn in by its cleanliness and the strict "No Chalk" rule. However, over time, we noticed an increase in members using chalk despite the rules. When I raised this issue with Joe, the gym owner, he mentioned a new allowance for "Cream or Lotion Chalk" but maintained that regular powder chalk was still prohibited. Despite this, we continued to see more powder chalk being used without consequences. After contacting both Joe and the gym staff multiple times without any resolution, we decided to cancel our membership. The lack of communication regarding the policy changes and the subsequent financial penalty for canceling led us to seek a refund for the remainder of our membership term. We believe that had we been informed of the policy changes promptly, we could have made a different decision.

I had a terrible experience with the customer service at Wayne Location. After being a Peak member for 5 years, I had to stop due to back surgery. When I returned, the front desk worker mistakenly signed me up for Peak Plus without fixing the error. I ended up paying $30.99 due to this mistake. I spoke to the manager before my membership expired to get it corrected for the new contract, but the issue persisted. Despite instructing the front desk worker on the correct payment amount of $20 as a Peak member, the contract they sent me charged $28.74. This situation is frustrating, and I plan to cancel my membership. It's disappointing to see such errors impacting customer loyalty.

I believed that Crunch is an inclusive gym, but it appears that may not be the case. I am a member at the new Lakewood Ranch location like many of my friends. I regularly use the elliptical and like to watch CNN, channel 4, and FOX, channel 5. Recently, CNN has been removed from the TV lineup. Despite speaking with the staff three times, only the manager can address the issue. After some reluctance, CNN was briefly put back on, but upon my return, it was gone again with no manager available. A few friends have already cancelled their memberships due to this issue. I find this treatment concerning and may consider returning to the YMCA where I can watch what I choose. I hope this matter can be resolved so that all members can feel respected regardless of their backgrounds.

On 12/22, around 7am at Young's St Crunch in Tonawanda, NY, there was a sewer backup issue. Both locker rooms were flooded, and after informing the desk, employees did not act promptly to prevent further damage. Despite efforts to dry the carpet, professional cleaning is necessary to sanitize it. The lack of immediate action and insufficient cleaning has left the locker room in an unsanitary state. Photos taken throughout the day demonstrate the need for multiple cleaning staff. It is concerning that the cleanliness of the facility has impacted membership retention. Urgent professional cleaning is required to properly sanitize the affected areas.

I've discovered that the company has male and female employees driving alone in personal cars for business-to-business purposes. This can potentially lead to sexual harassment issues. In my view, a safer approach would be to have two men or two women together at all times when traveling. Given the current litigious environment, it's important to address this issue promptly.

I am extremely disappointed with my experience at Crunch Fitness Fairless Hills. I have been teaching POUND since Sept [redacted] and never had any issues until Marianne G., the new GX Coordinator, was hired. She completely changed the schedule without notifying me, giving my class to another instructor secretly. When I confronted Marianne, she claimed that nothing was "approved" yet, which is untrue. Many other instructors were blindsided as well. It's now December 30th, and I still haven't received the new schedule. During my final Saturday class, Marianne and another person stood in the back of the room, moving around and making the members and me feel uncomfortable. Marianne blamed the class cancellation on low attendance, comparing it to clubs in New York unfairly. I believe she lacks the skills to effectively manage and disregards member feedback. Her favoritism and lack of professionalism are unacceptable.

I have been attempting to cancel my Crunch membership for over six months using the contact form, but I have been consistently ignored. Despite my numerous requests to cancel and the evidence in my email correspondence, I have been informed that I must travel over [redacted] miles to physically sign a document in order to proceed with the cancellation. This requirement is both unreasonable and unacceptable. I am seeking a resolution to cancel my membership promptly and a refund for the charges that have been incurred during this period where my requests have been disregarded.

On December 30, [redacted], I visited Crunch Fitness for the first time. Unfortunately, the manager was abusive towards me and took advantage of the situation by obtaining my credit card information without consent. He then proceeded to sign me up for an annual payment plan without my authorization. I was shocked by this unethical behavior and cannot believe that a gym and its manager would engage in such deceitful practices. This experience was truly unacceptable and has left me feeling disappointed and violated.