Quanisha K.
I had a very disappointing experience…
I had a very disappointing experience with this Crunch location. My concern wasn’t just about the membership charges. It was about how I was treated when I called seeking an explanation. I was trying to understand why I was being charged for months I hadn’t used the gym and why I was being told my membership couldn’t be canceled because my account was no longer active. Instead of taking the time to explain the policy professionally, the manager was condescending, dismissive, and repeatedly talked over me. Throughout the conversation, he repeatedly said, “You have to pay for your membership if you want it, ma’am.” The problem is, I never said I didn’t want to pay for my current month’s membership. My concern was being charged for a month that I didn’t use and trying to understand why I was expected to continue paying when I was requesting to cancel. Rather than listening to what I was actually asking, he kept repeating the same statement instead of addressing my concern. When I told him I didn’t understand the policy, instead of explaining it professionally, his response was, “So you don’t understand that you pay for a gym membership?” That came across as insulting rather than helpful. At no point did I say I didn’t understand how memberships work. I was asking for clarification about the cancellation policy and why charges would continue after I requested to cancel. Instead of helping me understand, he chose to be condescending. He also assumed I had been rude to the previous representative. I explained that I had ended the earlier call because I was actively working and had to return to my own customer, not because I was disrespectful. Instead of listening, he continued to make assumptions and dismissed what I was saying. What was even more frustrating was that I repeatedly asked to speak with someone above him, and he refused to let me. Every time I requested a supervisor or someone higher up, he insisted that I could only speak with him. As a customer, I should have the ability to escalate my concerns when I feel they are not being handled appropriately. Customer service should be about helping people understand policies, not making them feel talked down to. Even if the answer is something a customer doesn’t want to hear, there is a respectful way to communicate it. Instead, I was met with interruptions, assumptions, condescension, and a refusal to allow me to speak with anyone else. That is not how customers should be treated. Crunch on Ireland drive, Fayetteville, NC.