Crunch Fitness
reviews and complaints

The Crunch Fitness gym that I am a member of, in Santa Maria, CA, has had broken showers since June or July of this year (2022). The showers are out of order. The disabled stall worked for another month, but that too, has been out of order (I am disabled, I use a wheelchair). The gym manager (or whatever his role he has) says that it is up to the mall management to fix the showers, not Crunch. In any case, the showers should not be out of order for months and months.

I go to this gym b/c it is conveniently close to work. I used to shower and go to work straight from Crunch. Th gym, which is inside the mall called Santa Maria Town Center East, is also across the street from the Santa Barbara County Courthouse. I know several lawyers and other county staff enjoyed going to Crunch during their break/lunch simply walking across the street and go back to work after showering. Now they can't do that, either.

This Crunch Fitness will continue to lose customers if this is not addressed.

I am a member of the Crunch Gym in Murfreesboro Tennessee. Not less than a dozen times that I have been in the gym the music playing is what is commonly known as gangster rap. I certainly do not believe this is the standard that its patrons prefer to listen to considering the diversity of people I see in the mornings. This morning, as I walked through the gym to the mens locker room, I heard what appears to be often playing. As I made it to the locker room and all other gym noise disappeared, the music became prevalent. It was an artist called YFN Lucci and his song "Unstoppable". Here are some of his lyrics:

"Went through a whole lot of obstacles. I swear we did the impossible. Run up that paper then [censored] it up. Go hit the club and [censored] it up..." Mafia, mafia, mafia, all of my [censored]s they mafia..."[censored] this what it is I can't [censored] with you lames. The power, the money, the cars, the hoes, the fame..."

This is neither a single incident nor single day. I only know some of these lyrics. The song "Riden' Around" by Mustard, RJ, Nipsey Hustle was playing last week. The lyrics are about riding around with guns, "hoes", money "lusting for success and hanging with the Crips and Bloods (notorious LA gangs)

Is this a representation of Crunch Gym? Is this what we are now relegated to have to listen to with this"NO JUDGMENTS"policy? It is absolutely offensive that Crunch Gym employees find this is the music that should be playing in a public space, not to say anything about the last few years of political stances being made about the use of the"N - word" and the constant hypocrisies.

I am unable to find any customer service for Sir Fitness LLC so...

I am sick of your employee Chris Castro harassing me every time I enter or leave your Garden Grove, Katella ave. location. He yells at me in front of anyone and everyone about whether I like the volume of the music he's blasting.

I just spent big $$ on effective noise cancelling headphones because no matter what I said or did, the rap music your employees blast would overpower my ear pods. Now, even though I never say a word about the loud music in there (because of the new headphones I was forced to buy) I am still targeted for harassment by your employees.

And what ever happened to friendly greetings at your gyms? I get greeted with dirty looks.

Please, please please! Install a speaker at the front desk so your employees don't need to blast the speakers in the gym, especially the ones closest to the front desk, so they can come to work and jam and dance to their rap and hip hop without disturbing all of your paying customers! 80% of who've brought their OWN music to listen to while working out. Last Sunday they were really blasting and I asked them to please lower the volume, guess what they told me? No. They told me no. Today when I arrive at the gym your employee Chris Castro gave me a ration of [censored] about the current music volume and if it was suitable for me. So now I'm the local joke for your employees because I had the nerve to say something about their behavior. Maybe if they were policing the gym of strewn around equipment in the isles and such they wouldn't have time for dance parties and socializing. Btw, their canned response is always, some people want it loud. [censored]!

My wife Jael Wells Cuellar became a member recently of the Wellington, FL location. She signed my son up for personal training with Albert, who has been great.

Unfortunately we have had to put a pause to the training. We came in to see Albert who handed us off to Kevin, his manager. Kevin told us that the services is now cancelled and that we had 7 sessions left.

A week later we got a charge on our American Express for $141. When we inquired, Kevin told Albert that we did not cancel within a 10 day period, something that Kevin never explained to us. Kevin, at that point refused to step-in and call us for a resolution.

Albert, who agrees that we should have been told offered to pay out of his own pocket in order to make it right and keep us as customers. We of course refused to have Albert pay for a miscommunication from his manager.

I had AMEX dispute the charge, since Kevin would not speak to us. Two weeks later, another $141 charge appears on AMEX from a different merchant ID.

We spoke to Carmen, who tried to intervene.

Almost a month and after endless calls, emails and texts, today Kevin called me.

His response to me when I tried to hold him accountable for not explaining the cancelation and setting proper expectations, was that it is not his fault, that he is not responsible for explaining anything to us, that it is Albert fault for not explaining it to us.

He also did not believe that we were charged twice by AMEX implying that I was lying, so I had to bring him my AMEX app and show him CLEARLY two charges from Crunch after the cancellation.

He asked me, what do you want from me... I told him to do what a customer centric manager does, hold yourself accountable for your miscommunication, instead of passing the blame. His snarky remark in the presence of Albert was disheartening to say the least.

So, since I disputed the charges, AMEX will once again credit me the charge. Which means that there will still be a remaining balance on my account. This is not about the money. What you have is a clear contrast of what customer centric individuals look like, such as Albert, Carmen and the Assistant General Manager, Cole, who demonstrated empathy and clearly agree that the ball was dropped, vs. Kevin, who although being a manager, does not have a single ounce of empathy, accountability, tact, communication skills and did nothing to even try to make this right.

As a result, today we cancelled our Gym membership. I refuse to support what should be a customer centric organization, that allows a manager with a complete lack of the concept of a frictionless customer experience and who is not willing to fall on the sword, rather he just passes the blame to others.

In Kevin, you have more than a weak link; you have a complete customer experience failure.

I would like to be credited for the $141 that I was charged after Kevin informed me that all was canceled.

We will not step foot in your gym until a change has occurred. If you continue to hire managers who are not customer centric, we will not be the only family leaving your gym.

And if I were you guys, I would be recognizing those that stepped up and showed empathy and a willingness to help. That would be Albert, Carmen and Cole. Failure to do so will be a missed opportunity to promote frictionless customer experiences... your customers will leave as a result.

I left this review on google 10 months ago:

"Management lacks rationale and was unaccountable surrounding my membership updates. After moving out of the area, they insisted I spend even MORE money and either drive to the location or mail them a letter just to simply cancel my PREMIUM membership that I had been paying for. This resulted in, now, MULTIPLE arguments over the phone with their staff. Eventually, the manager conceded and confirmed that she would cancel over the phone for me in order to “avoid further issues.” Low and behold, they are still trying to charge me. Don’t let them rope you into some BS “contract” that you have to literally fight to cancel. Worst experience I’ve had with a gym membership..."

Almost a year later (today), I get a call from a California debt collector saying I owe $200+. When I called Crunch PBG afterwards, the staff worker "Josh" refused to put the manager on the phone as "she was too busy," and also refused to give me corporate information or the Palm Beach Gardens owner's name/info. There is a reason this company has so many negative reviews regarding membership cancellation. It is purely unethical, which is why they have also faced class action lawsuits surrounding it:

https://www.classaction.org/news/crunch-fitness-hit-with-class-action-over-alleged-collection-calls

I am Kellie Williams and I have been a Crunch Fitness member for approximately 3 or more years.

In 2020 my physical health became an issue and I had to freeze my account for a while, with no incident. In 2021 I had 2 major surgeries and account was still frozen. In late 2021 or early 2022 I chose to unfreeze my membership and utilize what I could during recovery. In the process, because of my physical health, I chose to downsize the membership and go for the $12.99 membership. Because of the progress of my recovery, I was instructed by my medical professionals to use water therapy which Crunch can not supply.

On approximately September 27th, I called the facility to cancel, and through the app the young lady guided me through the canceling process. I received a call regarding my method of payment because i received a new debit visa card, that's when I was told that I was on a contract because I reduced my membership level. This is where the complaint begins.

I spoke to the General Manager (Andrew Rodriguez) who was actually the one to change the contract for me, and he informed me about a $100 cancelation fee that I had no idea existed. when downgrading the membership, I was not informed that there was a mid-grade membership for $17.99 that eliminates the contract, and offers month to month which I would have taken instead of the $12.99 that puts me in a 1 year contract. The problem is, I DID NOT know about the options, and WAS NOT told anything about it until now. After much debate with Mr. Rodriguez he says that if I paid the $59.99 yearly fee and the $12.99 I would be free to go. I do not feel that paying the yearly fee is fair and unacceptable, why would I have to pay anything I didn't know about/or didn't have the opportunity to make a choice for?

Mr. Rodriguez has always been personable and very nice to me, we've talked many times and very encouraging, until now that his back was against the wall. He argued me down before he offered me this sad arrangement, making the Crunch brand look real bad as far as management practices.

Another concern is the lack compassion for someone with physical ailments, having to go to another facility because of needs that could not be supplied by Crunch. There is no other way to handle this but to hold a $100 cancellation fee over the customer's head, and in my case, force a membership fee down my throat?

This is preposterous customer service all the way around, and I am very disappointed in the was things were handled. I would not be having to do this if Mr. Rodriguez would have just confessed his overlooking offering me options, rather than arguing with me to be right. I am a retired Manager and this treatment would be handled by way of reprimand, and customer satisfaction. To be a General Manager, I would have expected this issue to be handled in a more professional manner. Very disillusioned and would appreciate not having to pay anything more than maybe $12.99 for the 30 day notice.

Thanking you in advance for your attention in this matter.

Kellie Williams

Case Id: [protected]

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Sep 29, 22 at Wichita Falls TX. I had to wait more than 5 minutes just to sign in. This has happened numerous times in the past and I’m fed up with it. I am normally on a tight schedule when I go to the gym and waiting more than 5 minutes just to sign in is ridiculous. there are more than enough computers at the front desk to have one dedicated for paying customers use.

Is this how paying customers are expected to be treated?

I have been cancelling this membership in writing since June. I was charged for July, annual fee, August, and now September. They do not call or reach out like they claim. Your request will be ignored and they will continue to charge you.

The company then sent me text asking me to come in about a week or so ago and I asked that someone call me in regards to the payments they keep taking out after several notices of cancellation and no one messaged me back from that either.

I signed up for Crunch during 2020 (but never used it, didn't even complete registration, no membership number) . Life had different plans and I had to move out of state where no Crunch was located. I forgot I had signed up and they kept charging my card. I called and emailed, spoke to many people and 2 said they would have it taken care of. They would email me a form to email back. For 6 months the charges STOP and then they started them again and I was charged $80 this time. I sent in more emails, letters to "Brandon office" and calls to the local (not local to me because I live out of state) gym. I explained my frustration in having been dealing with this for MORE than 11 months! The manager told me. Well there are no notes on your account. I told him I could provide the emails and dates... sorry cannot do anything over the phone even if you live out of state, provide all the personal details. But, there is hope someone local could go in and cancel for me. (Help that make sense) Too bad no one lives there to help me do this. I then asked for the District or Area Managers number. To my shock they don't have one. They have no numbers to give. No numbers for people in corporate. No way to get a hold of anyone but a PO BOX. Which we both know is a lie, someone is pushing sales goals and calls if they don't get it... I asked if they wanted to pay for my plane or gas to come back and cancel. That was a no.

I told him I have not and do not give him approval to charge my card. I guess since they will not stop with the charges I will have to cancel my card. He said that's fine, we will keep charging you and then send you into collections. This is beyond unacceptable. We have done EVERYTHING we could and they will not stop!

General manager was completely rude and canceled our membership for no reason when he yelled at us the first time we came in contact instead of asking nicely. We all proceeded out of the court and did as he asked even when he did it rudely. After that I went back to get my stuff out of the gym and leave to workout. He came in screaming again and claimed we were kicking basketballs when if you check the cameras we did not. It was other people. He came in again as I was leaning over getting my stuff and yelled at me and got close to me within arm reach invading my personal space when I never gave attitude untill then. For being a general manager I think that’s very unreal for him to do that and I would like my membership back or to get this man fired because he doesn’t deserve that position if he acts like that to loyal customers

Sir or Ma'am,

My concern is this the Crunch Fitness at Hillsborough Avenue Suite 600. The music in this particular gym is way too loud, way too loud. In addition, the music being played is always Latino. While I understand a great number of the clients in this gym maybe Hispanic/ Latino, some are not. The music needs to be balanced out English and Spanish period.

Sincerely,

Hayward Barr

1. Every time I go in there it's always duty, they don t hire enough cleaning crew.

2. There is no customer service when you ask for something at the desk. It is like talking to the wall.

3. The showers are dirty and heat is nonexistence.

4. apparently there is no place to complaint to corporate in this company other then here.

5. People tend to use more then one machine even when is crowed. I advice management but they ignore it. People need to work out on one machine or get their home equipment.

My name is Kelle Richardson. I was charged $37.99 on 8/22/2022 on my credit card from Crunch Fitness. I am not a member at any Crunch Fitness. I request being credited for the charge and an explanation of why I was charge so not future charges will be made.

I signed up my 2 children back in 2019 before the pandemic and then cancelled after everything was shut down. The names were Faith Richardson & Seth Richardson. It was at the Folsom Location and I've already reached out to Crunch Fitness in Folsom and they confirmed there are no active accounts with my name and credit card number.

I'm highly concerned that my Credit Card is being used by your company without my permission. I need this address immediately.

I had an agreement to pay only $22.95 a month for GYM fee for my daughter

Jessica Browning Kussman at the Valdosta ga location at the Mall.

on 05/01/2022 100.00 was taken out of my account!

on 07/01/2022 100.00 was taken out of my account!

on 08/01/2022 100.00 was taken out of my account!

on 09/01/2022 168.96 was taken out of my account!

my name is Judy Howell, Jessica is my daughter. I said I would pay 22.95

a Month fee for her to join crunch fitness. I am on a fixed income and can not afford all of these charges. I do not care what the reason is. I did not agree to this amount coming out of my account every month. I contacted the Valdosta location and try to straighten this out to no end.

I will be filing theft/ Fraud charges on 09/02/2022 with crunch fitness.

I am done trying to fix this over the phone and in person. The STAFF you have running crunch fitness in Valdosta are very unprofessional. DONE! Judy Howell

[protected]

Hello, I need help crunch has taken money out of my account. After the account was cancel and fees waived due to a medical condition. After they cancel the membership and waive fees and balance. They sent the contract to my bank saying this was there policy so the money would be taken out anyway. After waiving the fees. I did everything that required of me. I presented all medical documents and all. I never used the establishment at all. Crunch fitness had me thinking that everything was resolved. When they went after the money anyway.

Go to any other gym! This place is nothing but a thief! Canceling your membership is nearly impossible, with mixed messaging from every different employee you talk to. I innocently thought that other people's poor reviews would not apply to me. Yet here I am still trying to cancel this membership. If a gym needs predatory contracts in order to make money, then maybe it needs to reevaluate its business model.

YOU WERE WARNED! IF YOU EVER WANT TO CANCEL YOUR MEMBERSHIP IT WILL BE A NIGHTMARE!

I moved during the pandemic and the gym was no longer an option. I have been in 3 times (45minutes away) to cancel. I have paid cancellation fees twice because of staff errors. The desk staff has continued to make error after error, not my problem. Paperwork lost, wrong cancellation procedures, inability to find all participants under my names, etc. I have been in contact, via email with Sue Smith for two years. She does not want to help, care or even have the decency to respond. I'm so frustrated.

Signed up 6/29/2022. 8/4/2022 walked in, scanned in, and the manager on duty stated he needed to take a picture for my profile. I declined and continued to walk in. He stopped and stated "no i have to take your picture". I replied " Sorry, but I read the contract and terms and no where in there did it say anything about you "have" to take my picture. It does however say photographs voluntarily at the club" under "Collection of Your Personal Information at the bottom of the contract. Voluntarily is clearly not mandatory. The manager then says, "It's a rule. I'm allowed to tell you verbally so it needs to be done"...I reply, "Show me that rule." He states, "I don't have to. Verbal is good enough. I'm cancelling your membership. Please leave. Have a good day". Crunch appears to have enough customers and money that they don't mind losing one. Totally fine. Not the only gym in town by a long shot. Some may say a pictures not a big deal, but years ago at a different gym, an employee took pictures of members profile pictures and created FB accounts with their pictures. Since then, i opt out.