Crunch Fitness - Verona — Attraction in Verona

TL;DR: I went into this gym to cancel my membership on August 21, and they ended up charging me for membership all the way until November 10! It's not even October yet!

Cancelling my membership with this gym was unnecessarily difficult and resulted in having to pay for an extra month.

I went into the gym to cancel on August 21, and the person at the desk directed me to a Google Form to process my cancellation request. I filled out and submitted this web form inside the gym, in front of the person at the desk.

As of September, my credit card expired. The gym tried charging it for one last payment, 20 days after I submitted my cancellation request, and this payment was declined. Because of this, it was considered "past due". As a result, apparently, my membership could not be cancelled. It remained active. They did send me some text messages periodically asking for me to update my credit card info, so I called them.

This is when I learned that the system that Crunch Fitness Verona uses for cancellation is not accessible or viewable by the employees of Crunch Fitness Verona. The person on the line could only tell me that I had a past due payment and that my membership was still active. She could not tell me if or when they ever received a cancellation request. She was not sure if I needed to request a cancellation again. She could only tell me that the membership will stay active until the past due payment, charged a month after I requested a cancellation, is paid. She also gave me an external phone number to call, to verify that my cancellation went through.

I gave her my credit card info for this September payment. I then called the phone number she gave me, and I was even more surprised. This appeared to be a corporate / outsourced call center type thing, definitely far removed from local Crunch Fitness Verona operations. The person on the other end of the phone line said that the ONLY way to cancel a membership was to call that phone number. There is no website or Google Form that can be used to submit a cancellation request, and there is no way that the gym can cancel the membership for me. The phone number is the only way. He said that the form I said I filled out on August 21 is not an official thing, and that he certainly can't see that I or anyone else submitted any form like this at any time.

If this phone number is the only way to cancel, why did they not give me this phone number when I walked into their gym on August 21?

Anyway, the person on the other end of the line at the corporate call center told me that my membership was still active as of September 16, and that I would need to pay the future bill for October 10 before my membership could be cancelled. On the "bright" side, he said that I will have access to the gym until November 10! This is pretty useless for me though as I've moved a few towns over and have a gym in my apartment building.

I decided to pay the membership fee and then write up a one-star review.

In my apparently controversial opinion, cancelling a monthly gym membership by physically walking into a gym on August 21 should not mean having to pay for a useless membership with that gym until...

UPDATE: The Crunch Verona owner has read my review and is not going to do anything about the issues I faced at the gym. They will just “look into it” so this “doesn’t happen in the future”. Avoid this gym at all costs.

This gym floods and smells like mold when you walk in. The machines seem super old and when they break, they take 3 weeks to 1 month to fix. The gym honestly is not well taken care of. It is very neglected and no money is being invested into it. The Parsippany location is nearby and is well maintained with nice equipment. They are quick to fix machines.

But the worst part is the customer service. I was being charged for 2 memberships for three months. I reached out to Sha Hosen, the manager at Crunch Verona, who has not been helpful. His response is always “I don’t know, I don’t see that, I can’t do anything”. He told me to put a claim in with my bank every month I was charged for this mysterious second membership that he as a manager was unable to find, which is a little ridiculous to me. It was also ridiculous to me that I needed to reach out multiple times and call multiple times just to hear back. What upset me the most was that when I expressed this frustration and told him I filled out the transfer sheets to Parsippany because Verona is a terrible gym and I was getting terrible customer service for an issue that was their fault. Sha Hosen offered me one month free of December. Keep in mind, I informed Sha Hosen that I filled out the transfer paperwork that day. So naturally, I was charged for December and when I emailed Sha, he said “you transferred, I can’t do anything” so why would you offer me a free month when I told you that from the beginning? To me, he was being deceitful by promising me a free month knowing I was transferring and it wouldn’t be processed. Crunch Verona should do themselves a favor and get a new competent manager.

The gym is the worst of the worst. Do yourself a favor and go...

I am a Peak Results member who visits several Crunch locations, and I have to say, the Verona location is by far the worst gym environment I have encountered not just within Crunch, but in any fitness facility I’ve ever visited. The moment you walk in, there is a persistent, sour odor that makes it feel like the building hasn’t had a proper deep cleaning in months. The locker room is in a shocking state: the same half-full energy drink has been sitting inside one locker for what feels like forever, collecting dust. A yoga mat has been abandoned in the corner for so long it might as well be part of the wall. The shower heads are visibly rusted, with pink mold clogging some of the holes it is not only unsightly but genuinely concerning from a hygiene perspective. The overall feeling is that this location is neglected and unsanitary to the point of being unwelcoming. It’s honestly embarrassing for a brand like Crunch to have a facility in this state. On top of the cleanliness issues, I recently took a class advertised as Pilates, and it was an absolute mess. The instructor appeared completely untrained in Pilates, improvising random movements with no structure. The entire class was visibly confused, exchanging looks of disbelief. I have taken Pilates at other Crunch locations, and this was nothing like it this was false advertising and a waste of members’ time. This is not the standard I expect from Crunch Fitness. I urge corporate to address the Verona location’s cleaning protocols, staff training, and overall management immediately. Right now, it feels like a location that’s been forgotten, and members deserve...