Crunch Gym Customer Service Issues

I joined the Lancaster PA location when they first opened. I have a hip replacement and herniated disc. I decided to sign up for personal training. The exercises I was put through caused a lot of pain, pushing my hip into positions it shouldn't be and leading to back spasms. Despite informing the trainer it hurt, my concerns were disregarded. After my doctor's letter advising me to stop, the manager insisted I could only freeze the sessions and return, not cancel. I had to pay for 6 unused sessions and could not cancel my membership, though it's supposed to be month-to-month. Subsequently, a $70 charge was deducted from my account without explanation, and my attempts to get clarification have been fruitless. I seek cancellation of everything, reimbursement for the 6 training sessions ($[redacted]), and the $70 charge. I have been sharing negative reviews and will continue until this situation is rectified.

I visited Crunch Fitness on Flushing Avenue in Brooklyn, New York today. The cleaning staff were cleaning the gym while members were using the equipment, specifically the cardio area involving mopping around treadmills, floors, and wires. While using the stair master, a cleaning lady mopped under the machine where the cords and power source were located. After this, the machine suddenly sped up uncontrollably, and I had to quickly jump off to avoid injury. I promptly informed the manager, Gabriela, who apologized and said she would address the situation. However, when I returned to the locker room, I found the same cleaning lady still mopping around the cardio machines. I went back to the front desk to request contact information for another manager or corporate email but was interrupted by Gabriela, who assured me she would handle it. She explained the delay was due to being alone at the desk and understanding the seriousness of the incident. I felt concerned for my safety as I could have been at risk of electrocution or injury. It was disappointing that the issue wasn't immediately resolved, and I hope for better safety measures in place moving forward.

To Whom It May Concern, I have been a member at Crunch Gym Eastlake for approximately 2 years following my time at the previous gym, World Gym. Unfortunately, I have noticed a decline in management quality at this franchise due to several reasons: lack of communication on changes such as class registration and fees, front desk staff being uninformed and often unable to answer questions, occasional absence of staff at the front desk, delayed opening of the gym due to staff not arriving on time, and failure to move equipment from previous classes promptly, causing delays in following classes. As a paying member expecting premium service and enjoyable classes, I believe these issues need to be addressed promptly not only for my benefit but for the concerns shared by many other members. I am eager to discuss how we can enhance the services provided and safeguard the reputation of Crunch Gym. Sincerely, Karen P.

I recently signed up with Crunch but had to undergo surgery shortly after. On December 28, I visited the gym to cancel my membership due to my health concerns. Surprisingly, I was informed that I would still be charged for January since it was less than 10 days before the end of the month. To my dismay, I have now been charged for January, February, March, and a maintenance fee without any prior notice. I addressed my concerns to Kellen, the General Manager at the University location in Sarasota, expressing my disappointment in the cancellation process compared to the ease of signing up. Despite explaining my situation as a Dance Teacher who needs the facility to regain fitness, the response was dismissive. Feeling undervalued as a member, I have initiated a dispute with my bank against the unauthorized charges. Although the gym is conveniently close to where I live, I intend to switch to LA Fitness due to the unsatisfactory experience and lack of customer care exhibited during my visit.

I have been struggling to cancel my subscription for some time now. The phone numbers provided are not functional, and there has been no response to my attempts to reach out. I understand the challenges your franchise is facing due to the impact of COVID-19, resulting in the closure of all your locations. On March 30th, I was charged two club fees - one for $34.95 and another for $49. I am eager to terminate my membership and receive a refund promptly. The current situation has made it nearly impossible to connect with someone to assist in this process. Despite being responsible for canceling my subscription, the circumstances have hindered my efforts. Given that the gym has been closed for some time, and I have not been able to utilize your services, it is imperative that this issue is resolved promptly.

Subject: Membership Issue and Unresponsive Communication Dear Crunch FL - Riverview, I am reaching out concerning an ongoing issue with my membership. Despite my attempts to contact you to resolve the matter, I have not received a response as promised. I have been trying to stop a charge of $45 from my account, in addition to my regular monthly membership fee for my son, as he has not been using the gym. I encountered difficulties stopping this payment over the phone with your Riverview location, and there seems to have been a lack of cooperation in addressing this matter without visiting the gym in person. Unfortunately, due to current closures, I am unable to do so. As a result of these unauthorized charges, I have incurred a $35 NSF fee. I am requesting an immediate halt to all payments, a refund of the last month's charges, the $45 taken without authorization, and the $35 NSF fee. Additionally, I would like to cancel Joshua Beal's membership promptly. I have made previous attempts to resolve this issue with your local gym without success. As I have not received any response from your end, I am now considering seeking legal advice to understand my rights in this situation. Thank you for your prompt attention to this matter. Sincerely, K. Beal

Hello, I am looking for some assistance with a recent experience at the gym. When I visited today hoping to speak with a familiar manager, I encountered a new unfamiliar staff member. Unfortunately, this person did not introduce themselves and lacked friendliness during our interaction. I explained that my mom and I, both long-time members, had decided not to renew our membership. Despite being more than 30 days early, the staff member did not inquire about our decision but instead focused on changes in procedures. This shift in approach was disappointing as we were accustomed to the previous way of doing things. The staff member insisted that I must send a certified letter to officially cancel, and could not deliver it in person. I have taken steps to escalate this issue to corporate. Thank you, Dr. Tammie Jones.

As members of Crunch Fitness Hillsborough since its opening in March [redacted], we have recently returned post-pandemic and are concerned about the facility's cleanliness. Despite raising these concerns in surveys before the pandemic, we have observed a lack of enforcement of safety policies in the gym, which is troubling considering our high-risk statuses. We have engaged with the staff, including GM Matt Salas, multiple times regarding these issues but have not seen improvements. Comparing it to a competitor gym, we found differences in cleanliness enforcement that led us to decide to cancel our membership today. While we were willing to continue paying the monthly fee, Matt Salas insisted on the annual fee, which we find unreasonable given the circumstances. We requested contact information for a supervisor, but he declined to provide any. We had recently downgraded our membership and incurred additional charges, and now being asked to pay the annual fee on top of that seems unjust, especially given our health concerns amidst the lax safety enforcement.

Due to the Covid situation, our membership needed to be canceled, and unfortunately, the local manager has been extremely unhelpful. They are insisting on payment for the months the facility was closed, even though we couldn't use the services. When I expressed our inability to pay, he threatened that the charges would accumulate, impact my credit, and abruptly ended the call. The unsanitary conditions of the gym and our responsibility for an elderly high-risk individual make it impossible for us to return, and we shouldn't be required to pay to terminate the membership. I have attempted to contact several numbers provided, but none were responsive or allowed for messages to be left. I urgently request the immediate cancellation of our membership.

I have been a member for approximately six years. Unfortunately, today I experienced discrimination at the Citrus Heights Crunch location on San Juan Avenue. The hiring manager, Heather, singled me out in a group of people and asked me to put on my mask while I was moving between equipment. While wearing a mask is not the issue, it was the way Heather handled the situation that was unacceptable. She targeted me, even though others around me were not wearing masks either. Despite having my mask in my pocket and following proper gym etiquette by cleaning the equipment I used, she only approached me. As the only African-American in that area, I feel discriminated against. I urge immediate corrective action in response to Heather McNeely's inappropriate behavior towards me, as it does not align with Crunch's values.

Today, my daughter and I visited our local Crunch gym in Folsom, CA, where we've been members for a year and a half. Despite not wearing masks due to medical reasons, we were initially denied entry. After explaining our situation to the manager and returning with masks, I cited California Civil Code section 51 regarding facility access for all, including those with medical conditions. Despite this, I witnessed another patron entering without a mask, based on what seemed like preferential treatment. The manager's unprofessionalism in handling the situation, including calling us names, was unacceptable. As a loyal member, I hope this issue can be addressed promptly and would like a response. Thank you, Miranda.

I'm reaching out regarding the Crunch location at [redacted] Reseda Blvd in Northridge, California ([redacted]). Under an executive order by Governor Gavin Newsom, face coverings are mandated in indoor public settings, including gyms. Although there are signs at the front desk from corporate instructing members to wear masks while working out, I have observed minimal enforcement at this gym. Out of the 45-60 gym members present, only 3-4 individuals are adhering to the face covering requirement. I kindly request that the necessary steps be taken to ensure compliance with the face covering mandate at this particular gym. Thank you.

I am a member at the Countryside location in Clearwater, Florida. Unfortunately, due to severe Rheumatoid Arthritis, I had to freeze my Personal Training services. Mark Power, the PT Manager, was supposed to process this freeze after I emailed him and Rachel Wilson on 5/29. However, I was billed $[redacted].00 on 6/30 despite my account supposed to be frozen. Rachel mentioned that Mark missed the email, promising a refund. Mark recently notified me that there would be no refund, as he claimed I did not follow instructions. I can provide email and text exchanges as proof. Should you refund me or should I involve legal action? This experience is disappointing, and I intend to share it on social media and lodge a complaint with the BBB if not addressed promptly.

Hello, I engaged a personal trainer from Crunch Burbank with the EFT program before the shutdown. I was informed that my membership would be frozen. When the gym reopened, I visited in person to cancel the program before any funds were withdrawn from my bank. Despite numerous emails, the refund request was denied due to not canceling 30 days in advance. This situation is frustrating as the gym did not remind me to cancel during the freeze. I made efforts to cancel promptly upon the gym's reopening, but their response has been unsatisfactory. The lack of communication regarding updated policies further complicates the matter. I insist on a refund of $[redacted] to alleviate financial strains during the pandemic. Awaiting your response. Best, Maggie

I have been a member of Crunch Fitness for several years. The steam room, which is a go-to for me after a workout, has always been bittersweet. While it generally works, the room itself is in disrepair with peeling paint on the ceiling and walls, as well as needing attention on the floor. Despite the closure during the pandemic, it was not improved. When I raised this issue with staff at the Crunch Fitness on Maple Grove in Boise, I was informed that such repairs need corporate approval. I hope this message reaches corporate to address this matter, as it is one of several things at the gym that require attention.

I started training with a Gainesville gym trainer who had to quarantine for two weeks. During her absence, I was mistakenly charged for four training sessions. When she returned on 7/15, I reached out to her twice with no response. Despite this, my account was charged for four more sessions since they assumed she was back. She claimed she texted me, but I never received it. I contacted the front desk to confirm her employment status, mentioning I did not provide a 10-day notice before payment. I was informed that I wouldn't be charged until I contacted her. Initially, a refund for the four sessions was issued, but it was later withdrawn from my account.

I start my day with a gym workout and usually shower at the gym. Since the gym reopened post-COVID, the bathroom at the Cerritos facility is not well maintained. The front desk employees during the early morning shift are often seen using their phones rather than attending to the gym members. In light of the high-risk of the Coronavirus, I strongly advise the morning staff to be more involved in keeping the facility clean and ensuring the well-being of everyone. It's worrying to think someone could get infected due to negligence. The pandemic is a serious issue globally, yet the gym requests members to sign a waiver in case of virus-related symptoms, which seems like a potential legal issue. I document the unsanitary conditions in the bathroom every day, especially considering it's messy by 5 am. It's evident that neither the morning nor late shift staff prioritize hygiene. This situation needs urgent attention, or I will escalate it further. I appreciate your cooperation and understanding in addressing this critical matter.

I visited a Crunch gym in San Dimas, CA that was open when it shouldn't have been. I noticed many members not wearing masks, even though it's required in California. When I asked a man without a mask to put one on, he responded disrespectfully. I spoke to the manager, Spencer Stone, who didn't handle the situation well and wanted me to leave. When I tried to film the encounter, he threatened to call the police. Other members also harassed me for insisting on mask-wearing. The manager's behavior made me feel scared and outnumbered, and I regret not seeking help from the police.

As a Peak Results member at Crunch in Ann Arbor, Michigan, I encountered an issue with my membership. Despite my membership supposedly covering all Crunch Fitness locations, I was asked to sign up for another membership at the Ann Arbor location in late July. I provided my bank card details as I don't have a credit card, but the staff member entered it as a credit card, resulting in unexpected fees. Another staff member named Ava was unhelpful and mentioned additional late fees due to their billing error. I was unknowingly signed up for a Peak membership, which was unnecessary. This confusion should not have occurred since I am a Peak Results member for all locations. I request a phone call to discuss this matter promptly.

My wife is a member at Crunch in the Oxford Valley area of Langhorne, PA. She had multiple issues with the staff. The situation was exacerbated by disrespectful treatment from management, leading to her feeling discriminated against. Although it's not a legal issue, it's important for ownership to be aware of staff conduct. I am eager to escalate this beyond the facility's GM and kindly request to directly communicate with the owner of the franchise. This is unrelated to dues or membership, but about seeking fair treatment and to prevent harassment or discrimination. With over ten years of membership, my wife deserves proper respect. I await your response.