Crunch Fitness - West End

My one star has to do with their professional practices. I signed up for three month training package and was told verbally that I needed to call by a certain date to cancel so that I wasn’t charged past the three months. I called and spoke to the head of the training department at the time and let them know that I was ready to cancel. I was told it would be taken care of. I have since been billed twice and was told that because I didn’t send it in writing that it was my fault. I understand that there was a contract and buried in it amongst the other thousands of things that they put in the contract. It says that you have to do it in writing. But as a best practice, and as a customer service, and as a good sales practice, they should inform people when they call to cancel that they need to send something in writing. The kicker is that my husband had just died 10 weeks earlier and I had a lot going on at the time when I called to cancel. The person I spoke to knew this, yet still didn’t inform me that I needed to send something in writing. 700 dollars later here I am screwed. The worst part is that collectively over the years I have been a member for a long time. And so was my husband. Way to treat people who have been long time members.

I've been a member since they opened. Not sure what's happened lately, but it has gone down significantly in quality. From employees not showing up to open in the morning, to the machines being broken or squeaking like crazy, to the amenities like tanning being down like the ice cream machine at McDonald's...all the time, something has changed. Different employees all the time that haven't been trained on anything whatsoever. Rude management that's never around. They don't know how to turn the music on. Turn alrams off. I really wish something would change and bring back the quality it started with.

An alright place just to simply workout, you get what you pay for. Every morning you arrive you will be met with a mess, weights everywhere, accessory equipment everywhere all from the night before. They don’t keep an eye on people not putting weights back on the rack. The Staff is “ok”, there are only a few that will actually say hi to you and be helpful, the rest ignore people, so whoever manages this place has some serious work to do to retain good business.

Update: Gym continues to fail to open at 5AM. Staff turnaround is terrible and employees will open up multiple days in a row causing them to oversleep. Employees continue to oversleep. If you’re a consistent individual, I can’t recommend this gym for you. This is my 2nd time arriving and waiting for an employee. I emailed the owner and was given a lashing for calling them “pathetic”. They rarely cleanup and half the TV aren’t on. This place is a joke.

What would it take for you to cancel a membership without an in person visit? Can't it be cancelled over an email ? I keep getting calls and emails asking for money which I shouldn't owe since despite telling you repeatedly over email you keep threatening me that I will have late fees and my account will keep accumulating monthly fees . Just get over the fact that I don't need your services and cancel it already

I am so disappointed with this gym. I cancelled my membership with them before Covid and just found out they have been charging me this whole time. When I called the general manager, Matthew Evans, he refused to give me any of my money back even though he could see I had not used the gym in years. We have belonged to ACAC ever since we ended this membership, and I would highly recommend them over Crunch. They have a beautiful, clean facility with a professional staff.