Very disappointed with my experience with Crunch and the lack of communication, transparency, and…read morecustomer service.
I was one of their first members nearly 9 years ago, back when memberships were $19.99. After moving to Del Sur, I canceled my membership and recently decided to rejoin. Since the gym has been under new management for the past couple of years, I paid the initial rejoining fee and was paying $89.99/month for Peak Plus. I was willing to give Crunch another chance and expected a better experience.
In July, I decided to downgrade to the $59.99 plan. I was told there was a $10 downgrade fee, but I was never informed about the 10-day billing policy. I was charged $89.99 for August and then $59.99 for September.
I haven't used the gym in 5 weeks because I've been out of town. I tried calling to address the situation, but was told I needed to come into the gym in person. So I came in specifically to speak with a manager, only to find that the manager wasn't there. I asked the front desk if anything could be done since I hadn't used the gym, but was told there would be no prorated adjustment.
At that point, I decided to cancel. I'm now in the middle of September and was told that I still have to pay for the entire month of October, with my membership ending October 31. So here I am, having not used the gym in 5 weeks, with another 6 weeks to ride this out.
What makes this even more disappointing is that four other members of my family pay $89.99 a month here, and I have many friends, colleagues, and neighbors who are also members. These are people who should be informed about my experience because they deserve to understand the billing, freezing, downgrade, and cancellation policies before making decisions about their memberships.
I wouldn't mind paying more for a gym if the customer service and policies reflected that value. I'm willing to pay for good service, communication, and being treated like a valued member. But when every option seems to come with another fee, restriction, or complicated policy, it starts to feel like a no-win situation for the customer.
After nearly 9 years as a member, I expected much better communication and professionalism. My frustration isn't simply about the money. It's about the lack of transparency, the complicated cancellation process, and feeling like no one actually cared enough to help find a reasonable solution.
And honestly, how are you supposed to "ride out" another six weeks and walk into a gym with a good attitude when you're already frustrated by the experience and feel a lack of compassion from the people you're dealing with?
I'll be finding a gym that is more transparent, communicates clearly, and actually makes its members feel valued.
Definitely ask questions about billing, downgrade policies, freezing policies, fees, and cancellation BEFORE joining Crunch. Read the FINE PRINT. Don't assume the process will be simple.
