Crunch Fitness - Matthews — Attraction in Matthews

Updating review:

Outside of the towel issue and random personal trainer solicitations, the gym has been great and they adjusted the sanitation wipes, now they use the pre-washed small ones. I workout at many Crunch locations across 3 cities and this is definitely the best.

New gym, which is really nice - tons of weights and machines that have not been abused. Overall it seems well laid-out. I wasn't bothered by any wandering personal trainers, though I saw a few on the floor.

Coming from the fitness & hospitality industry, I'm a bit biased on the other points.

My biggest gripe: When I called early June to investigate before signing up, the associate confirmed "yes, we do have towel service" since I was specifically looking for a gym that offered this. When I arrived this week for my first visit, the staff told me that was a "mistake." Seemed a bit like a bait and switch. It's fairly hot inside so you will sweat without even working out. Adding 4-5 towels + shower towels to my home laundry isn't something I planned on but I'll work it in, just wish the Crunch staff were honest on that point during the sales pitch.

Another issue is some of the equipment: for example, the rowers are "Stairmaster" which appear to be tuned to a much lighter resistance at their maximum setting. Perhaps this is for more casual rowers? In any event, I struggle to pull a low split-time without going into a manic cadence since the resistance is so light, compared to standard Concept2 machines or other brands.

Lastly, sanitation: The gym has a few stations with spraybottles and non-absorbent paper towels (the cheap brown kind that school cafeterias sometimes have.) Post-pandemic I noticed many gyms shift to sanitation wipes, which can be used on a couple stations before disposing - and they produce less physical waste. I didn't see many people sanitizing stations after leaving them, that could be due to...

Today I attended this Crunch for the first time! I’ll be moving soon and this is the one closest to my new address. When I walked in, I greeted the staff politely as I always do, but the people at the front desk were busy talking among themselves. I had a free day pass, but the girl who helped me told me that those passes don’t work and that I had to pay $15 if I wanted to enter. I explained that I have a membership at University and that I wanted to see if this gym had the same amenities as that location, and since I had NEVER been here before and pay my membership every month, I assumed they would at least be kind enough to show me around or explain better why the passes they themselves give out as a gym didn’t apply in this case. Still, I paid the $15, and when I went to pay, the person who charged me didn’t explain anything either and seemed to be chatting with their team, completely ignoring my request. Once inside, there were at least 12 PTs sitting around a table doing nothing, joking with each other—which you would NEVER see at University, where if you have any problem or question, they immediately help you and are attentive to your needs. As for cleanliness and machines: bathrooms were spotless, but one of the two rowing machines had a loose seat with no warning sign, which could be dangerous for a new member who doesn’t know it’s broken. The water dispenser only gives out hot water. In terms of equipment, it has the basics and it doesn’t get too crowded between 5–7 pm. I’m leaving 2 stars because customer service MUST improve—being kind doesn’t...

I did my membership based on a wrong information provided by the staff in the open house event on May. They ensured me that my son with 12 years old could do the gym. Later on I was informed that this was not possible. Since that day (more than 3 months) and I’m trying to cancel my subscription but no one solve it. I already open a complain but I never receive a single call. They never solve and they nether cancel my subscription, they just charge more. I already paid more than $100 and never used this gym.

I´m updating my evaluation today 04/10/2023 since anyone solve my issue yet. Unfortunately I need to address this issue here since I already had been several times at the gym in the last months asking for cancelation and refund since I never used the gym. I also called several times Crunch Matthews. Always talk to Logan Setzer, he seems to be the manager of Crunch Matthews. I also got in contact with Franchise CrunchMS, they opened 4 complaints #FCMS00942915 #FCMS00950719 #FCMS00953862 #FCMS00955047. But as they always say: "Thanks for reaching out to us and for your patience. Unfortunately, as your location is independently owned and operated, we are unable to assist with your cancellation. We do not have access to Franchise database. We have escalated your request to franchise management for resolution." My issue is not that dificult to solve, the only think that I need is my cancelation and refund since I´m already trying to cancel this since May/2023 and I it was never canceled. Hope someone can help me....