Crunch FitnessReviews of crunch.com

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 joined Crunch and bought a training package. Within a year the Pandemic was upon us and I asked if they would cancel my account. I was told that it was done. Then In January of 2021 I received two charges to my account annual dues and monthly fees. I called and went over to see them and they said it would be rectified but they left me without my refund. Not to be trusted. Pay them with cash only never a checking or debit account.

Im giving the Crunch Fitness at Oakland Park Florida a one star rating.Though the monthly fee is inexpensive they'll screw you on other charges. The gym is often dirty and the bathrooms are disgusting. They'll tell you you can cancel your membership at any time but just wait till you see the hidden fees they knock you up with. Their classes absolutely suck. Save yourself the time and trouble and find somewhere else to work out. I also want to mention that if you get in an argument with any of the staff it's likely they'll call the cops on you. Everything I've stated in this review is the absolute truth.

Joined the Hiram ,GA gym in June and met my 3 month obligation. Called to cancel because I'm moving out of state and there is no crunch fitness in the area I'm moving to. Called and spoke with Janie? and was told I could cancel anytime however I had to come in. I immediately went to the location and "Luke" was very nasty and rude. He told me that I had to pay for another 30 days. I explainedthat i just spoke to someone on the phone and was told something totally different. He replied that she was new and doesn't know. I asked for a manager and he said "he" was the manager and the general manager would tell me the same thing. So rude and nasty!! WOW

Crunch fitness is a terrible gym and they don't really care about their clients. I paid for one of their personal trainers and he overdid my workouts and injured me and Crunch refused to give me any of my money back. Find a different gym than this one. They're terrible!!!!

Claimed to have no sign on fee, little did I know I was charged 53.00 for a sign on. I made several attempts to speak with management but of course never a call back.

I signed up for crunch fitness personal training program in May 2022. I chose to pay for my personal training in full as I wanted to avoid having to keep up with payment. I chose to do my personal training for only a three month period. I had two sessions left of my training when I noticed I had $196 taken out of my account from Crunch fitness. When I called Crunch fitness to inquire as to why this was done they asked me to contact my personal trainer, and I did. She agreed and recalled that I did the paid in full at the beginning of my personal training sessions. She said she would contact the personal training manager (Jesse Armstrong) and get back to me. When she got back to me she assured me he would take care of it. After a week of trying to have the manager contact me via phone directly as we had opposite work schedules, I finally got to the gym early enough to catch him while he was there. He apologized for the issue and said there was not going to be any future payments taken out again and made me feel confident that the payments were stopped. I was ok with that but I still asked him why that additional payment was taken out and that if I could have my money refunded. He essentially told me that my card was already charged and that even though I made it prominent I wanted to pay in full at the beginning, which I did, he informed me that “the system” was set up so that it takes out a certain number of recurrent payments. I was confused because there was never any “recurrence”, it was all paid at the beginning. He insisted that the money could not be refunded and that I needed to take the extra 4 personal training sessions. I made him aware that I did not want this and he kept repeating the same thing back. When I asked him who above him I could speak to about this issue he stated that he only speaks to his boss via email and that only he and very “particular” people were able to have his boss email? The most frustrating part though was this morning when I checked my bank account and noticed they AGAIN took out $196 from my account. I contacted the gym this morning at 10:57 a.m. and asked if the manager was available I was told he was with a client and that they would ask him to reach back out to me. I didn’t hear from him all day. It’s just very annoying to be in the middle of this situation and not know who to go to because not even the manager cares to help with a resolution.

I wish I could give Crunch a zero star … they charged their customers an annual fee only a couple weeks before they shut down the Westborough location without notice ( well a 36 hour notice actually). They knew they were closing but still charged the annual fee and monthy fee and refused to refund that money they stole from the members . I sent many emails to Crunch headquarters and they would not even respond to my inquiries. Do yourself a favor and join planet fitness where they appreciate your business and offer you a clean well stocked gym facility