Crunch Fitness - Round Rock — Attraction in Round Rock

Im visiting from out of state. I visit a A LOT of gyms when I travel and crunch is one I have always avoided because its a large franchise and very corporate. Well today this was the only gym within an hour of me that had childcare for my two year old and group classes so I decided to just try it out. When I arrived the front desk gal seemed friendly enough and helped me get a free guest pass which was cool. She was helping another member and prompted me back to childxare to check my daughter in then come back to get set up. When I walked into the childcare area there were about 10 kids to one staff member and she was just sitting at the desk. I said hello and told her I was new, and i got a deer in the headlights look. I tried to explain that my 2 year old likes her milk and her blanket if she gets upset and she just sort of stared more. Then I said, should I just set her over the gate or????…. And she says “oh let me help you”… I signed in on the clipboard and shrugged it off. My 2 year old does really well in group settings so I wasnt worried too much about her needing any special attention anyways. So back to the desk…I mentioned i was trying to attend the group class at 12:15 and the front desk associate seemed kind of clueless and said group fitness meets in the back in the fitness room. I then felt silly because the room had a big sign indicating it was for group fitness and laughed it off as if it was my bad for not opening my eyes, thanked her and went on my way.

12:07….12:10….12:14….No one came. I grabbed a foam roller in the meantime to prep for class and asked the front desk associate who was glued to a phone ignoring everyone if he had a tennis ball or anything to roll out my shoulders which he didnt seem to understand what the heck I was talking about.

12:18…walk out to see what happened because the room was still empty and verify i got the class time right and realized the HIIT class takes place right by the front desk and was already starting. rolls eyes. So I got my things and wandered over. I have specific questions for instructors regarding modifications during workouts, I work with a personal trainer at home and need to get my heart rate to a specific level before starting another set of any workout and prefer to coordinate at the beginning of class. SPECIFICALLY a HIIT class that has very limited rest times. But again, I shrugged it off and jumped in I just needed a workout.

Half way through I got tired of the workout and left. There was virtually no rest for the first half of class. I took rest anyways because I didnt care but it was getting annoying trying to get what I needed and not understanding some of the movements since I missed the first few minutes of instruction. I walk in to get my daughter and she is completely panicked and saying something about being scared and hurt while she was trying to catch her breath. The gal responsible for the kids was doing NOTHING to comfort her. She was just walking around the front desk area sobbing and panicking. Im not a helicopter mom, I let my kids learn lessons the hard way and let them cry things out a little but I promise you this was not just a little whining. Her face was covered in snot and bright red. The associate said ny daughter was just spilling her milk everywhere so she took it from her… its a munchkin cup thats leak proof unless its dropped then sometimes it leaks a little on impact. But seriously… you took her form of comfort and sat at the desk and ignored her desperate cries? I will NOT be back. I will never endorse franchise gyms like this again. This was the walmart of fitness centers for me. The facility was decent but other than that there is NO reason to go here. If you are going to have one person oversee 10-12 kids you should at least have one with personality and the ability to fill basic needs of...

I previously sent an email regarding a charge that I noticed on my account. I did not get a response.

I went in today to cancel my membership that was previously frozen and to try to get an answer regarding the charge. I was told that my membership was in fact not frozen and that I had been paying my monthly membership regardless of my calling to freeze my account. I was asked by the manager if I remembered when I called to freeze my account which was whenever the gym re-opened after the closure due to COVID, May? I called the exact day the gym re-opened and spoke with someone over the phone. I asked her when that was and she did not know. She asked who I spoke to which of course I do not remember since this was months ago. She told me for the freeze I was required to fill out a form which I was never told over the phone, I was not asked to come in to fill out anything (I am assuming due to COVID) and was told my account was frozen no problem. I will also add that when I initially called, I wanted to cancel my account due to concerns over COVID and the fact that childcare was no longer available. I was told it was better to freeze my account that way if I wanted to activate it again I could. I thought this sounded reasonable so I agreed.

Months later it turns out my account was in fact not frozen and that I have been charged for my membership this entire time.

I am not sure why considering this gym’s lack communication of required procedure or protocol regarding their own policies does not fall on on the customer. The fact that there is no record of any of this on their end also does not fall on me (the customer).

I was then told by the manager I spoke to that she could not do anything with the account and would give my information to the owner and that I should call tomorrow to follow up. (Which also should not fall on me)

If proper resolution is had I will happy revise this review but until then definitely one star for poor management, over all cluelessness and lack of responsibility. Very poor customer service. I honestly feel taken very advantage of.

**Added Revision: I was contacted first thing this morning by the owner Jeremy who got straight to the point. He did not make me repeat what happen and offered right away to refund me the 4 months of membership that I was charged while my account was supposed to be frozen. He was courteous, but all business which I appreciated. He added that the annual fee would still be charged since that is normal protocol during a frozen membership. I don’t have any problem with this since the annual membership was clearly stated in the contract and I expected that to be the case during an active but frozen account. I felt the owner responded quickly and resolved the issue for me with no questions asked. Bad experience but good...

I want to make it clear - this is not a bad gym. I enjoy working out here. The staff is very friendly, and it's a nice environment. There are a ton of regulars that you will recognize if you also attend regularly (which I like even if I don't talk to anyone because it adds to the atmosphere). I also joined when they had a killer promotion, which was a great deal even with all of the issues I have with the place. That being said:

1. It's too small for the number of people that attend during peak hours (which is hard to time). In part, I think this speaks to the fact that people like the place, but it's also kind of a hassle. The gym is emptiest in the afternoon, is sometimes busy during the morning (if it's a weekday - guaranteed busy on the weekends), and it's way too crowded after work to the extent where it feels like you don't have access to any equipment because somebody is using it; which leads me to point 2.

2. There is not enough equipment. They have 1 trap bar, 1 hack squat, 1 leg press, 1 smith machine, 1 calf raise machine, and 3 squat racks. It happens at least once a week where on leg day even if I try to time the hours to minimize people, it's busy and all of the leg centric equipment is taken. It's also annoying to find alternatives because I want to try and put things like deadlifts at the front of my workout, or places to do things with dumbbells are also in use or in awkward locations. I usually just walk out and go for a run or something instead.

3. There is at least a class a day at noon that brings in a ton of people that take up a whole section of the gym, limiting equipment usage. If that class is happening, you can't do sled pushes, use the trap bar, and a lot of other things. They also blast music loud enough that I can't hear the music in my headphones without raising the volume to unsafe levels (I've damaged my hearing from other stuff, so probably not gonna hurt me, but maybe it will for you).

4. Things break often, and it takes a while for them to get fixed. To their credit - it does get fixed and it's very understandable that things break. Everything is well used. Something I appreciated is they replaced their old T-bar row with a new one, which understandably took some time to come in. But there are times where it will take a week or more for them to fix issues. For example, the calf raise machine was down for at least a week or two. It was pretty easy to substitute exercises for this one, but on an already limited equipment base it can be annoying at times.

With all of that out of the way, I still think it's a solid gym. I don't think I'll be renewing my membership just because I personally want more consistency in equipment access, but I'd recommend it if you're fine with the above and if they continue to run...