Crunch Fitness
Reviews and Complaints

Crunch Fitness North Charleston, SC has refused to cancel a membership over the phone for four months. I have moved seventeen hours away from the gym, yet they still refuse to cooperate. They REQUIRED direct bank information for membership, making it impossible to stop payment when the refuse to do so. They will only allow cancellation in person, regardless of the circumstances.

I joined Crunch fitness in Midland Park NJ while it's new facility was still under construction. When I sat with the manager Janine, I told her I was primarily interested in joining for the classes such as pilates, yoga, strength training etc. I told her I was currently practicing reformer pilates and asked how many reformers they would have in a class. She said they are usually small group classes ( 4-6 reformers) and that if i joined the upper tier membership for $59/month I would have access to the gym and classes. They opened in March 2018 and I was dealing with an illness in the family for that past 4 months and never had the chance to go to the gym for the classes. Now I am finally able to take the time to go, and she is telling me that the reformer classes are NOT INCLUDED in the upper tier membership and I will have to pay extra. I told her she NEVER specifically told me this and she is now denying the fact that she didn't disclose this to me even though I SPECIFICALLY asked about REFORMER PILATES and that was what I was currenly practicing. She is saying I misunderstood her. She refused to give me a credit for the 3 months I was unable to attend the gym. I think this is EXTREMELY POOR business practice from a manager and she just tried to get me to join without telling me of extra costs in the area of my interest. I think I should be refunded the cost of the upper tier membership and then I will consider changing to the lower tier membership and paying extra for the classes. Please help me resolve this issue. The managers should be more forthcoming with membership information when trying to get people to join.

On June 18, 2018 I sent the following email to the head personal trainer Josh at the Glenside location in Richmond VA:
Good morning Josh,
My name is Lacie Truslow. You and I meet I want to say 4/5/18 to talk about personal training. When we spoke you set me up with a gentleman, charged me 60 for the hour we were there and discussed that I would be billed 60 bi-weekly for training. You had me sign electronically that I understood that if I didn't give the trainer enough notice that I will be late or miss a class I understood that I could still be charged for the class and also giving you permission to charge my card for the classes. Well I missed my first meeting (called in advance and everything) and never heard back. I want to say late April early May I noticed I was still be charged. So I called and spoke with the GM I believe his name is Shawn or Sean, or maybe Shane. He informed me that I had signed a contract with you and that I was locked in for the next 12 months. You can imagine my shock, as I was unaware of these terms in the contract that I signed. My fault because I should have physically read what I was signing then just trusting what you said. So I asked that a trainer would be contacted so I can at least get what I am paying for. Now it's June 18th, still being charged and not getting any training. When we (I brought my husband this time so if I had questions he could explain it better) came in and spoke to Daniel at the front desk. He said we had paid for 5 out of 23 sessions. So I am trying to figure out everything and what we can do since I have not received any calls back.

Thank you,
Lacie Truslow

To which his response was:
Hey Lacie,

I apologize! I was unaware you were not working with a trainer. Thank you for reaching out. We are going to fix that ASAP and get you in here working hard with a trainer. Let me know your availability and I'll have it scheduled up.

Thanks,
Josh

To which I replied:
The issue isn't the lack of a personal trainer, rather the lack of communication and explanation. I was not expecting to be spending $120 per month on something that I wasn't intending to use that frequently but rather as needed. I would rather sign up for sessions or classes on a case by case basis. The cost is too great considering my availability and workload caused by my Full-Time job, my Part-Time job, and the Event Planning business that I run. I just cannot commit to personal training sessions as well as everything else that I have happening now.

All of this happened on the same day. It is now Aug 2nd, no one is calling me or following up with me which has been the issue for day one. I am going to have to cancel my membership due to I am quitting my full time job which was near that location and staying near now where I live so I can't get out there anymore. So is there anything we can do to fix this?

Thank you
Lacie Truslow

I suffered HORRENDOUS customer service at Crunch Vista CA. I spoke to the franchise owner who laughed and mocked me on the phone. I ended up paying for months I had frozen and was out of town for all because they have no paperwork showing what I agreed to. Nothing explaining why my account had started billing full membership price and not the frozen fee I agreed to. They are stealing. I'm trying to make things right for future customers. I went to another location to see if I could cancel without facing the hostility I received from the Vista Location. This other locations staff were appalled at what I went through and gave me two free months at their franchise and suggested I contact corporate. I tried to go in and resolve things in person, and the manager pretended to not know me. I'm just trying to protect the next person from what I went through. I'd also like to cancel and have my money back.

My boyfriend and I were promised that we would receive ten days free to try out the gym to see of we liked it. Before agreeing to anything he specifically asked for the agreement papers. As we were told we would only pay 10$ that day. We could cancel anytime before the ten days if we don't like it with a full refund. But if we did like it we would be charged the 29.99$ membership monthly. Come to find d out that we were completely misinformed and lied too. My boyfriend asked 2 times to see the agreement now today we go in to try to cancel the membership only to tell us that we only had five days to cancel and we don't get the refund back. And they also still wanted to charge the monthly payment. They did everything they said they wouldn't do. They treated us like we were stupid, they were very dishonest and rude claiming that its not their fault we signed up. If you can please contact me my number is [protected] or my boyfriend Giovanni Orellana at [protected] we would really appreciate it. The lady who helped us out was Johny and the manager was Blanco.

I recently went to the Northdale Carrollwood Crunch in Tampa to see if I wanted to join. My daughter in law was trying to get me to come and see if I liked it since it was a new experience for me. I came as a guest. Because she is very physically fit, one of the trainer's came to her in a very aggressive and angry manner and accused her of training me. She told them she wasn't and that she is not a trainer. They were terrible with her! It was borderline abusive. Not only did they lose a customer in me but the several people that I was intending to bring. Someone needs to look into there customer service so they can get some serious training on how to approach people along with knowing all the facts before accusing and innocent person trying to help Crunch and myself. Shame on you!

Rose the assistant manager at Crunch fitness stated to me they had theft from the aerobics room and that is why they started locking it but let me use it that day. They haven't posted any signs that they close the aerobics room at 10. I asked to use the room after 10 a different day, one employee stated they just cleaned it then stated they have had bad experiences with it. They were sitting at the counter using the computer not doing anything probably on Facebook or just hanging out with her friend next to her. they can see the room from the counter but didn't let me use it. I decided to write a review on yelp and let them know I will rite a bad review on yelp. I went on with my workout. On July 9 2018 I go to the gym and start working out. By the end of my workout rose the assistant manager decided to find me while I was working out. Stating bad reviews on yelp hurt the employees not the gym. That she's off of work but wanted to talk to me about my yelp review. I explained the business practices are not honest and I decided to write a review. It's not my responsibility that the gym is incompetent and can't protect the boom box in the aerobics room and then takes it out on me even though I pay for gym membership every month. She goes on to say they have video of me cursing, I ask to see it. Then she said her employees claim I cursed at them. Feeling harassed about my yelp review I call bull and told her to leave me alone and walked away. She starts yelling I cursed at her now and starts stating my membership is revoked. I don't like retaliation for writing a yelp review and stating how I feel about the business on yelp and then be harassed by the manager which stated she was conducting business off the clock. These people are so incompetent. The actual manager Jenn never contacted me.

Dear Sirs,

I belonged to the Fairless, Hills PA location. I moved to Vermont in November and cancelled my membership by speaking with a Front Desk staffer upon my final visit in October. At that time the person searched to find if there were locations in the South Burlington, VT area. After about 5 minutes or so, found that there were no locations in that area of VT.

I asked what to do, and he (front desk staff) suggested that he would look take care of it. I then proceeded to work out. Upon viewing my credit card statement recently, I found that I was still being charged the $24.99. Upon further review, I found that I have paid $199.92 in dues that I believed to be cancelled.

Upon gaining this information, I called "Gervana", she is a Manager at the Fairless Hills, PA location. She was incredibly nasty and refused to assist me. At this point, I not only want the $192.92 returned to my card immediately, I would appreciate and apology with regards to her behavior.

The account information is under my number of [protected].

PLEASE HELP!

Darren Yhale Scott
[protected] or [protected]
[protected]@gmail.com

The hydro massage machine is out of order more often than it's working. I've had fusion surgery on my back. And have arthoritis. I really need this machine to be working. Can you please supply a more dependable one. Also the crunch app has been updated but my phone is incompatible and i can't afford a new one, can anything be done with that?Thank you for your time.

I just joined last week. I have come to the gym a total of 4 times and all times the gym has been extremely dirty, and it smells awful.
I came to the gym Saturday morning at 7:50am, I was the very first one in the door, I walked upstairs and the trashes were over floating (do you guys not clean at night before you leave?)
The floors are sticky and dirty too.
No towels and still this awful smell.
This morning (Monday) I arrived at 7am just to find out AGAIN that you have no towels, overflowing trash cans, weights all around (nothing were it should be) and your cardio machines are beyond words.
I have traveled trough the states and visited other crunches gyms. I have never in my life been to such a dirty filthy gym.
You Fit on 79th (in the ghetto) charges $10 per month and it's cleaner than Crunch in SB!
Please let me know if you plan to address this problem or I'll be looking for another gym.
I have attached a couple of videos

Unprofessional conduct from the new store manager( young female overweight) I dont appreciate her sarcasm I dont have a problem calling her outside but knowing her she'd take advantage of the situation to act a coward and victim. Incompetent behavior everytime I check in she picks at the little things. Makes me feel discriminated. Would like to cancel my membership. When Ana was there the gym ran smooth. She not only gives me a hard time but my mother has recieved a nasty unprofessional attitude. Refuse to be treated this way. Would like to be refund rather support another gym.

I attend the crunch gym lefferts in brooklyn, ny. The bathrooms are never cleaned, there are never no paper towels and no tissue. There is always tissue laying around and a scale that does not work. Also when signing up I was suppose to get 1 free training session and free shirt, I have never received the shirt or the training session. Some of the equipment was not serviceable. Some of the treadmills were out of service.

   I am a customer there. I went on friday nighy 2 other crunch customers and i got into an arguement. Your manager Tim handle the situation very unproffesional he saw me yellin only and angry yes but he did not hear or see what they had done before he got over. He only listen to them and then kicked me out n said to leave. Said i was to angry to be ther he wouldnt listen to my side at all. Im very disappointed ive always had a good experience at this gym. Tim is not qualified to handle situations he should not be left alone sorry but it is true. I was very angry yes but he made worse by not listening and only listenin to ther side. I am reconsidering my membershiip here very very unprofessional

I have been a member for several years now, and I love coming to the gym I have met some great people/instructors/trainers there but recently things have been going down hill. It takes forever to get equipment fixed when it does down, and the equipment we do have looks a beat up for example the gym mats we do have which aren't that many looks like someone has used as a chew toy they are so beat up and falling apart. Before the classroom got fixed I had complained several times to the front desk that it leaked in the room when it rained and that took several months of that before they had to shut down the room for repairs because it go so bad. Things have been lacking in the gym recently things not getting cleaned, equipment breaking down and not getting repaired it is getting bad, I can understand it can take some time to get some things repaired but they are raising prices and nothing is getting done and we are getting fed up with it.
We have mentioned several times to the front desk and to management about the happenings going on in the gym but nothing gets done and the people that work the desk most of the time have no idea what is going on.
The most recently we have complained several times about the boot camp and how it is being ran. I love doing the boot camps but lately I have been going less and less and even looking into alternate forms of exercising away from the gym because of the new trainer that is teaching. We are feed up with her treatment of the other members and her criticism of other trainers whom we love. The Trainer in question doesn't like to modify work outs to fit everyone's needs, she wants things done a certain way and that's it. She is always making comments about others and especially about other trainers that teach the class and how they teach making snide little comments. We have taken this to management and nothing has been done. We have made requests about getting the other two trainers that we have involved in teaching the class instead but again nothing gets done, which we don't know why the other trainers are certified and want to teach the classes when they aren't doing personal training but for some reason they are being held back. I know we are not the only ones getting fed up with things around the gym other members and instructions are not happy too. I have been thinking more and more about down sizing my membership and almost cancelling altogether quitting this gym but I have second thoughts because I do love a lot of the instructors there, like Kelley, Chris, Olaitan, Jill, Kyuna and Tanya just to name a few, I stay to support them but I don't know how much longer that is going to last if things don't start changing.

I have been a member of Crunch since moving to California in 2015. I worked out in the mornings and found the instructors that I liked and enjoyed and others I chose not to go back to. Sam is a Monday instructor that did not have a good personality. I went to her class for a while but decided that I did not like her yelling as a way to motivate the members to do better. Come to find out later that she is the manager in charge of the instructors which I cannot imagine being under her. I have tried other instructors that were okay but that I did not feel connected to or that I got a great workout from doing their class.

The overall facility is poorly maintained. The mats, Bosu equipment, the microphone for classes is always out and they take forever to repair it. The sound system had went out for a duration and took a long time to repair.

I approached one of the front desk associates on June 13th after class, The manager, Bree, had already left so I informed the male worker about needing new mats. The ones that are in the room are tattered and look like they are used for chew toys. I informed the male worker about the classroom equipment storage area being inaccessible and needing to be organized. He said he would tell the manager. When I came back on June 20th the room was still unorganized and inaccessible. There are mat racks in front of mat racks making the back one inaccessible. The Bosu racks are stacked the same. The Bosu balls are not properly maintained with needing replacement rubber bottoms so they do not slide while using them. They are not properly filled either. There have been several members that have been injured while using the Bosus either because they slide or are not properly filled. When I spoke to the manager, Bree on June 20th, she said mats have been ordered and should take about a month to get. I am not sure why it takes members to do a regular managerial job. A good manager would check the equipment and order more before the members start making comments. Bree also stated that the equipment area was organized "twice" since last week which was a complete lie. It was exactly how it had been the week before, which leads me to question her character.

In addition, the classroom area does not appear to be cleaned on a regular basis. There are dust balls that are there on a daily basis which lets me know it is not swept much less mopped. This should be something done on a daily basis for cleanliness and sanitary reasons.

I enjoy Crunch's classes and have no problem continuing to be a member as long as the place gets managed well. Maybe the management needs to go through some training to learn how to do her job properly. I have met some really great members as well as loved my regular instructors and the workout they give me. Tanya, Olitan, and Kelly are definitely the reason I am still a member.

Hello,

I recently signed up for an additional membership to be able to take the small group fitness classes at the Schaumburg, IL location. Recently there was a trainer that left the company. At the same time another trainer had been removed from the Mount Prospect location due to an altercation he had with management and was relocated to Schaumburg. He had taken over the group fitness classes that had opened up. This, sadly, only lasted a couple of weeks. The trainer advised that he had only been given the group fitness class so that he could build his hours at the new location until he filled his new training clientele. Last week there was a different trainer taking over the class saying that the person that was covering couldn't make it so he would be teaching. This week, on Tuesday, 6/19, I showed up to class and this same trainer, Alex, advised that the class was cancelled because they couldn't find anyone to teach the class and that we were welcome to go and work out on our own. I was disappointed, but went ahead and worked out on my own. While working out, I noticed that Alex, along with another trainer-Jazmin, sat at the front desk socializing for the 45 minutes after the class should have been taught. Still I figured that there must be a reason why they couldn't take over a class at their gym that both have taught in the past. These classes are, after all, specifically ran by personal trainers. Yesterday, 6/20, I went to the gym to take the small group fitness class, only to be told by Alex that the class was cancelled, AGAIN. He said that unfortunately, there were no trainers available to teach the class and that everyone there has previously scheduled appointments and cannot teach the class. Once again, I am to go and workout on my own. Something I have no problem in doing, however, when I pay an added $20 a month to take special classes on top of my regular peak membership, I take offense to the fact that the trainers don't care nor take the time to step up to make sure their customers are taken care of. Furthermore, to see that the same 2 trainers that sat around not attending clients the day before, were the same ones that were not attending clients or so called appointments again when there was a class that could have easily been covered by either or both.
I wish that the same enthusiasm in getting people to sign up for these classes was used to make sure that these classes were covered by their staff. So far, I am highly disappointed in the lack of involvement I have seen in making sure that these classes are fully ran.

I have been dissatisfied with my Crunch experience since the beginning of my membership in January 2018. The then manager of the Crunch Park Slope, Tom Polizzi, successfully sold me on becoming a member and signing up for a personal trainer and dropped the ball on my experience immediately.

I never received a proper new member tour of the facilities. I found the classes that were pitched to me to be sub-par compared to many fitness classes in the neighborhood. I was poorly paired with my first personal trainer and found communication with her difficult. Ultimately, the only thing that kept me coming back to Crunch was my second, exceptional trainer, Jennifer "Jersey" Samuel. To my surprise, she was let go at the start of my second month with her, which I learned not from Crunch—who I believe should have contacted her clients immediately—but from Jersey herself, who felt terribly. This was a blow to an already difficult time I had been experiencing with my health that kept me out of work and unable to train for much of April.

I was met with resistance and even distrust regarding my health issues by the new general manager, Jovany Garcia, when I came in to discuss these issues at the end of April. The high turn-over rate and resulting atmosphere at Crunch Park Slope left me with buyer's remorse.

I then got in touch with Occelan Etienne, District Fitness Manager, seeking a full refund for my seven (7) unused sessions and a cancellation of my membership. Though I did not think he fully understood the depth of my concerns, I was willing to give Crunch another chance. Occelan assured me he would personally guarantee my sessions would be reinstated, that he would "personally ensure that you get set up with the right trainer that best fits you. Our main goal at Crunch is to ensure that you achieve your fitness goals that you initially started when you first became a member." He also offered to waive the intake session with a new trainer and provide a complimentary month's membership fees for my trouble. When I agreed, he passed me off to the new Fitness Manager, Rodney Lozier, who has made no effort to reach out to me.

I am writing today because despite promises of personalized, caring customer service, Crunch Park Slope has clearly only been interested in my money. I have not been connected with a trainer, but I have been charged my $50 membership fee this month. I am writing for a full refund of my June membership fee plus the remaining $630 I paid for personal training with the one and only caring Crunch employee I encountered who no longer works there.

I am happy to send you the email conversations and share any further information you need. Feel free to contact me at the email address or cell number below.

Thank you and I hope we can resolve this issue quickly.

Best regards,
Phaedra Mastrocola
[protected]@gmail.com
917.655.3678

I bought a 6 pack sessions for training when the special was going. After I purchased the package I set time and date to come into the gym with the trainer named Saul. He never showed. I proceeded to try to reach him and so was the other trainers with no response. Finally when he did respond he had no idea who I was or that even had anything set up. I asked for another trainer at this time as I felt with the money I was providing for the service I needed someone I could relay on to do the job. At this time I spoke to one of the managers named Derrick. At first he was very arrogant and didn't want to help until I had to get loud. I proceeded to explain and show text messages from the trainer showing clearly he had no idea what was going on. The manager decided to give me two free sessions to stay as at that time I wanted my money back and he wouldn't do what I wanted. Clearly I could see at the time it was about the money not the client. They set me up with someone else named Mandi. She was ok but seemed very side tracked. When training she would be looking else where and having people come over to chat during my sessions. On one specific day I had set up with her I was running a few minutes behind and reached out to let her know that. When I arrive she's sitting at a table with all the other guy trainers eating and talking. I come out of the women's room as to the right is the training area. I stand across the way advising I'm ready to go. She never gets up or anything. Across the room she proceeds to state "you need to go get warmed up" I stated "I'm good to go as I already have" she proceeds to say " no you haven't" while she's laughing and the other trainers are laughing along with her due to the way she was speaking to me. I said that's it. I'm done here. I will never come to a place to train where I feel disrespected and clearly like I don't even matter. Just another person for the day. I refuse to feel like that or be treated like that when I'm a paying customer. I worked hard to even get the money together to get the sessions so I could do something for myself and that's what I get. I'm very disappointed and I would like my money back for the sessions as I have gotten no where with no signs of even getting the progress I signed up for. I will be canceling my membership as clearly there is some issues with the managers and trainers at this location. I don't feel as if I should of ever had so many issues in the first place here and nothing was smooth. I felt taken advantage of and have tried to reach out to managers multiple times to express the concerns and ask for my money back and all I keep getting is "I'll call you back" and then nothing. I would like to be fully refunded for the issues I have had from the beginning. Thank you for your time on this matter.

I went to the Lake Forest Crunch location today to see why I was being billed twice for my membership. I spoke to the manager Christina Torrez and the front desk employee and they instead of taking responsibility for miss charging me said that perhaps my daughter took my credit card without my knowledge and applied it to her account. Even after I explained to them that my daughter has had a membership since February that she got with her own bank debit card from Chase bank. I later enrolled with my Bank of America credit card a month later. They kept insisting she probably did it. I do not appreciate them accusing my daughter of theft. I also do not feel they went about resolving the matter in a professional manner. I felt like I was being accused of something rather than being helped.

I have been a member with crunch since 2011 so 8 years ago. Since then I was paying regularily even if I was busy and not going to exercise. I got accepted in a school and I got busy with it. Then when I tried to go to the gym, they told me that I have no rights of attending classes at the gym or to get a guest in with me. I have been doing both from 8 years ago. They told me that I pay the base 10$ "that I have been always paying" and the gym change their rules. First of all, is it professional that you guys change the rules and keep charging members without telling them? And second my contract that im payin for should include everything not excluding anything, then how come you guys change my contract that I agree to pay for without giving me a notice? This is not professional at all. All the gyms around if they have old members paying whatever money for full benefits they wont change their contract with them or increase their payments because they are considered as old members with a fixed contract. When I signed a payed 8 years ago for full gym benefits they told me my payment and benefits will not change. So what does it mean changing my benefits without notice and not follow what I signed for?
Not professional at all and im talking about profssuonalism because it is my major resposibility in the job im doing
I contacted here because the gym the manager was not there today and to let the coorperate know that its customers are upset