I am requesting immediate contact from a District Manager or Regional Manager regarding the…read morehandling of my complaint involving trainer Darriel Dorsey. What started as a training and refund issue has now escalated into a serious concern involving professionalism, customer safety, confidentiality, and harassment.
I trained with Darriel Dorsey from June through August. I paid for the month of August, but he did not complete my training for that month. Instead of resolving the issue, I was given the runaround throughout August regarding my refund. After multiple attempts to handle the matter directly, I finally reported the situation to the gym.
I was then told the gym could not assist with the payment issue because he had apparently been accepting payment outside of the gym's normal process. I also reported concerns about his unprofessional behavior toward both me and my friend, including harassment involving my friend. Management further advised me that there had allegedly been prior incidents involving other clients and that he was expected to be terminated.
What happened afterward is what concerns me the most. After I made my complaint, Darriel somehow became aware that I was the person who reported him. He then contacted me directly through text messages in an aggressive manner, telling me that I should not have reported him to the gym and essentially stating that nothing was going to happen to him.
A customer should be able to report an employee without having to worry about that employee confronting or harassing them afterward. I specifically raised concerns involving inappropriate behavior, and instead of feeling protected after reporting it, I ended up receiving aggressive messages from the very person I had complained about.
I then requested contact information for a District Manager and was given an email address that appears to be false or invalid. At this point, I have serious concerns about how Crunch handles customer complaints, privacy, escalation procedures, and customer safety.
This is no longer simply about an August refund. I am asking corporate leadership to review the incomplete training I paid for, the unresolved refund, how my complaint was handled, how Darriel Dorsey learned that I reported him, the aggressive messages I received afterward, and the incorrect contact information I was given when trying to escalate the issue.
I expect this matter to be addressed by someone above the club-management level. **Ladies, please be safe while attending this gym and be mindful when reporting concerns. Based on my experience, I did not feel that my privacy or safety was adequately protected after speaking up.
This experience has been extremely disappointing and has completely changed the way I view Crunch Fitness.
