Crunch Gym Customer Service Issues

Since March, my gym has remained closed, making it impossible for me, as an immune-compromised individual, to use the facilities even if they were open. Despite multiple attempts to cancel my membership, I continue to be charged. The gym assured members they would not be charged, yet I have been. I am now forced to involve my bank to stop payments and file an affidavit for these unauthorized charges. The lack of customer service during this pandemic is unacceptable. When attempting to contact the gym, the phone goes unanswered, and the same message about closure since March 17 plays. The gym is still closed, and I have been charged once again. This financial burden is too much as I am currently unemployed due to COVID-19. I request a refund for all charges since the closure and urge the gym to treat loyal customers fairly. This experience has been disappointing, and I will be sharing my grievances on social media and with the news. Many others I know are facing the same issue.

I recently had a distressing experience at the Bristol, Pennsylvania Crunch Fitness Center where I felt embarrassed and discriminated against. Despite having breathing and anxiety conditions that are protected under the disability act, I was asked to leave for not wearing a mask. Even though I had disclosed my conditions when signing up and was assured I wouldn't need to wear one while working out, I was informed otherwise by the owner, John D. It was disheartening to be treated this way and I'm left wondering if all disability members are treated similarly in your facilities.

I was recently charged a VMI fee of $41.44 x 2 for my wife and me. The issue is that we were never informed about this charge beforehand. The Crunch location I am referring to is in Verona, NJ, and it was recently acquired by your company. During the transition, there was a lack of communication regarding billing and pricing at this club. When I inquired, the staff had limited information to provide. It would have been more appropriate for the management to ensure that pricing details were shared with the front desk personnel so that members could stay informed. Being charged for membership without any prior notification is disappointing. While I understand that Health Clubs have associated fees, I believe it is unjust to not receive any notification regarding the timing and amount of these fees. It is essential for there to be better communication about billing and for management to relay information to the club staff, who can then inform the members accordingly. Numerous members have expressed dissatisfaction with the current billing process, and if this repeats, the club may risk losing several members. Thank you for addressing this matter.

Hello, my name is Roman Krasner, and I am 53 years old. I recently became a new member at your Crunch Fitness club located on Flatbush Ave between Tilden Ave in Brooklyn, NY. About two weeks ago, on September 13th and Wednesday, September 23rd, I encountered the General Manager who displayed an unhelpful attitude. He and his employees continuously monitored my personal privacy and that of others. Last week, on Thursday morning, September 24th, I attempted to suspend my membership for the first time due to my long-term memory loss, which I have been dealing with for quite some time. Unfortunately, the General Manager and his male fitness employee continued to disrespect my privacy and behave in an unacceptable manner. This issue is not related to the current health situation (CVD disease), but rather to the lack of understanding and respect shown towards individuals with medical conditions such as myself, who struggle with long-term memory loss and related psychological challenges.

The Carrollwood location in Tampa did not notify its members properly about a last-minute renovation that closed off half the gym when I arrived at 8 am on 9-27. This made it impossible to adjust my workout plans accordingly. It was disappointing that they tried to upsell me a membership to visit other Crunch clubs instead of addressing the issue. The cleanliness of the gym is also unsatisfactory, with discarded masks left in the same spots for days due to a lack of staff. This negligence is unacceptable, especially during a time dominated by a global pandemic. Communication with members should have been better, possibly involving sister locations to accommodate inconvenienced members. Simply offering apologies without taking concrete actions to improve the situation adds no value to the service. Businesses should be more responsible and proactive in addressing customer concerns effectively.

I signed up at your gym last Monday for the $1 deal. Shortly after, my daughter tried to join but was charged the full price of $24.95 since the computers were not allowing the discounted rate. Although she received a free personal trainer appointment, she was unexpectedly charged $10 the next day, contrary to what was agreed upon. Upon requesting a refund, she was informed it would take three weeks, which seemed excessive. Today, I tried to sign up my husband for the $1 promotion, but was told it would only be honored if I provided bank account details, which I didn't have. Offering my credit card, which was accepted for my own membership, was rejected for his. The lack of consistency and professionalism in your policies was disappointing, especially with the experience at the Trinity store. Better training for your staff is needed. Despite enrolling three family members and purchasing two months of personal training, totaling $[redacted] in sales, the failure to honor the $1 offer and promptly address my daughter's account concerns reflects poorly on your customer service. I hope to receive a response soon.

The current safety policy for members has several significant flaws that could result in a Covid-19 outbreak. Issue #1 arises when members exercise with their masks down, allowing respiratory droplets to spread through the air and potentially infect others through the eyes, nose, or mouth. Issue #2 occurs when members wear their masks below the nose, enabling the inhalation or exhalation of respiratory droplets. To effectively prevent the spread of SARS-CoV-2, it is crucial for members to wear their masks correctly at all times. Failure to do so may lead to asymptomatic individuals transmitting the virus to others, potentially leading to gym closures, negative publicity, and revenue loss for Crunch Fitness. Regards, B.J., Health Education with Specialization in Community Health and Microbiology Minor.

I have been wrongly charged $1,[redacted] for personal fitness training at Crunch Fitness Valrico/Bloomingdale, Florida, without my consent. Despite repeated attempts to resolve this issue and speaking with Jack/Jake, the personal fitness manager, no refund or solution has been provided. The charges began in June, totaling $1,[redacted], causing overdraft fees and financial strain. Despite contacting the bank, emailing, and following up with calls to Crunch Fitness management, no resolution has been reached. Corporate and BBB complaints have been filed, and frustration mounts with a lack of response or action to rectify this situation promptly. The impact on my finances is severe, affecting my ability to pay for essentials like electricity and food. Assistance in resolving these unauthorized charges is urgently needed.

Hello, In December [redacted], we contacted Crunch to purchase a personal training package, specifically requesting to train with Vinny, our previous personal trainer. We mentioned my knee medical issue, as Vinny had experience in this area. Despite our clear communication, Ali Schulman, the manager, assured us there would be no issue with training with Vinny. However, we later discovered Vinny was no longer employed at Crunch, which was not disclosed during our initial discussion. Ali suggested a different trainer for a trial session, which we reluctantly accepted only to find out that this session was not part of our package. The replacement trainer was not as experienced as Vinny and unable to accommodate my knee injury. Subsequently, we did not proceed with further training sessions, and soon after, Crunch closed for an extended period. We are now attempting to obtain a refund without success. We are seeking assistance as we feel misled, ignored, and disappointed by the entire experience. Thank you, Doron and Omer

I was excited to be offered a $10 deal for a PT session. The trainer suggested a 3-month program which required me to attend 4 sessions a week for 30 minutes each, costing $[redacted] biweekly. However, details like monthly check-ins weren't followed through. I signed a virtual agreement without being able to review it thoroughly. With my military commitments starting in November, I realized the program automatically renewed for six biweekly payments of $[redacted], not the 3-month duration I expected. I raised my concerns about the unexpected renewal and the differing terms in the agreement, but faced resistance when trying to cancel the service. I hope to resolve this issue before the next payment is deducted to avoid paying for sessions I won't be able to attend.

I visited the Crunch location in North Brunswick in early September after they reopened to cancel my membership and personal training. Initially, they assured me I didn't owe anything. However, I noticed a $[redacted] charge on September 20th. Following a call, they acknowledged the error and mentioned I would receive a refund within two weeks. After two weeks passed, I checked my account but didn't see the refunded amount. Upon inquiring, they informed me it would take more time. Today, on 10/26, the money still hasn't returned, and I discovered another $[redacted] charge on October 22nd. When I contacted them, the manager stated I could be refunded for the October charge but not the one from September, despite their previous commitment. The manager, who identified herself only as Samantha, declined to provide her full name. I shared my situation as a pregnant woman during the pandemic, explaining my inability to return to the gym, but unfortunately, the manager was unsympathetic. I seek assistance in resolving this matter promptly.

Hello, this is Carlos Gonzalez. I have been a member of Crunch Fitness gym for nearly 3 years now. Today, 11/06/[redacted], I have a very serious complaint about the trainer or supervisor, Matt, at the Lakewood Ranch Florida location. He has been constantly harassing me and today he called the police to have me removed from the gym while I was showing someone else (a friend of mine who is also a Crunch Fitness member) how to exercise, accusing me of not being able to teach this person. While he was harassing me, he said that this is a "WHITE COUNTRY" and that I had to leave the gym NOW!! He called the police and I was expelled from the gym without any other reason. You can reach me at [redacted] or via email at [redacted] I appreciate your prompt assistance. Thank you very much.

I used to be a member at Crunch Johns Creek and had a good standing until the manager started acting unreasonably and imposing strict rules on members. Despite canceling my membership in June, Crunch has continued to charge my account every month. I have reached out to them multiple times, including sending letters and emails to the corporation, but no one seems to care about the fraudulent charges. The manager at Johns Creek is not addressing members' questions or concerns effectively. I have tried to communicate politely and now I am requesting a refund of the four $9.95 charges back to my credit card. None of my efforts have been successful so far. If this issue is not resolved promptly, I will have to dispute all charges and take further action by filing a claim in small claims court due to the member harassment, fraudulent charges, and insults. Name: S. Lavassani Membership #: [redacted] Phone: [redacted] Email: [redacted]

Complaint Description I have been a member of Crunch Gym in Elk Grove, CA for around 1.5 years. Recently, I faced issues with the personal training sessions I signed up for. Despite getting sick and facing family and scheduling problems, I attended only a few of the agreed-upon sessions. Due to a bank merger, my card details changed, and I unknowingly owed $[redacted].95 for the personal training sessions which I thought I could discontinue after a month if needed. The communication regarding the payment was unclear, and the manager, Andrew, was unhelpful and dismissive. Despite resolving the issue with my husband and making payments, my gym privileges were still in question when I checked with Natalia on Nov 23, [redacted]. I have faced disrespect and rudeness from various Crunch employees and am now looking to cancel my membership and request a refund of $[redacted].95 for the fees charged, as I have not utilized the gym services since paying the annual and monthly fees. I feel mistreated and misled by the staff and no longer wish to be associated with Crunch Gym.

I received a complimentary body scan at Crunch Fitness in Champaign. I mentioned my concerns about affording a personal trainer. They suggested discussing it with my spouse. Unfortunately, I tested positive for COVID-19 and have been unable to work for several weeks. Despite informing them of my situation, they are insisting on charging me for the training sessions. I simply wish to cancel the contract as I am uncertain about when I can return to work.

My name is Maria G. and I have been a member of the Richmond Hills Crunch branch for approximately five years since it opened. I've never had any issues with the staff or other members at Crunch and have always followed the gym's mask policy since the covid pandemic. However, today I was surprised to find out that my membership was canceled by the training manager, alleging that I didn’t wear a mask. This is inaccurate as I have consistently worn a mask during my visits as required. I recall a recent incident where an employee shouted at me to adjust my mask while I was walking down the stairs, which was embarrassing. Despite this, I have diligently maintained mask-wearing during my visits, as my attendance records would show. I also encountered uncomfortable situations with the same staff member who seemed overly familiar. I would appreciate if you could reactivate my membership and prevent this employee from interacting with me unless necessary for club policy violations. I do not use training services and do not wish to engage with him. Thank you for your attention to this matter.

I am seeking assistance with canceling my membership. I was charged $16.03 in November despite expecting the first month to be free with a monthly fee of $9.95. Additionally, a maintenance fee is being attempted even though I have never used the membership and it has not been a year yet. The manager, Abbey Dombrowski, was unprofessional and laughed at me when I tried to cancel, refusing to involve the owner. This behavior is unacceptable. I urgently request the cancellation of my membership. Thank you. - Jessica M.

I signed up for the gym in September assuming it would open in October, but it didn't open until mid-December. Unfortunately, I lost my job and need to cancel my membership. Every time I call the gym, the trainers pressure me to stay and almost won't let me cancel. I've called three times already and feel trapped. Please assist me in canceling my account.

I am Rosario C. I used to be a member at Crunch Morris Plain, New Jersey, for some time. When the gym relocated to Morristown NJ, I notified the front desk that I no longer wished to be a member. It was my understanding that my membership was terminated at that time, shortly after the Morristown location opened. Recently, I discovered that I have been billed by the Morristown franchise since September [redacted], even though I believed my membership was ended at the beginning of [redacted]. The manager at Morristown (Scott) has refused to refund me for the past 4 months, despite my unawareness of still being a member due to their failure to cancel my account. Their records would clearly show that I have not visited the Morristown gym since early [redacted] and was not aware my membership was active. I am seeking Crunch corporate's assistance in refunding me for the last 4 months, as I expressed my desire not to be a member in early [redacted] and still do not wish to be. I am open to discussing this matter further via phone.

One of the female trainers at the Dothan Crunch gym, named Tiphanie Cunningham, is involved in performing explicit acts for money on a pay-per-view website. She openly discusses this with clients and has even offered me her phone number and the link to her "camera" for viewing. I declined and felt it was important to report this behavior to Crunch Fitness due to their expected zero tolerance policy. In addition to this, she has sent nude pictures to multiple members and staff at the gym. Many men have these images on their phones and it has become a troubling trend. It is unacceptable that someone working in this industry would engage in such behavior at the gym. I believe action should be taken regarding this situation and I am considering reaching out to the news media.