Crunch Fitness - East Windsor — Local services in East Windsor Township

I just joined and it hasn’t even been a week. To be honest, I’m very disappointed. I did my research by reading through all the online reviews which were seemingly very pleasant and decided to sign up for the peak membership online. I got a phone call from a staff member who set me up for a kick off session. My kick off was on 5/23 at 11 with Anthony and when I walked in and approached the personal training station, I was told to walk off to the side so they can finish up their conversation and then they would come help me. It was rather rude but I waited until they were ready for me. Anthony himself was new to the gym and disclosed it to me which I appreciate but I’m so confused why they would sign me up with him when he himself doesn’t even know the ins and outs of the facility. I asked for my kick off to be rescheduled for that following Monday. I was scheduled with David for 11 on Memorial day and the morning of, I called the facility multiple times wondering if I can come in before 11. I called at 8:37 am and was told “hold” in the most rude manner possible and placed on hold for about 4 minutes before being hung up on. I know some person in management is going to say this is false so I’ve attached the call records with time stamps. I called back and my call was canceled. I called again and this time the same person picked up the phone and said “Ima put you on hold” and continued to put me on hold. Absolutely no professionalism, no manners, nothing. Just an aggravated staff member answering the phone who is a direct reflection of the gym. I was placed on another 2 minute hold before being disconnected again and then on calling again my call was canceled twice. See the time stamps I uploaded. Finally, when my call was picked up, I was told nothing could be done to move my appointment earlier which is fine but the entire experience of calling the gym for a simple query was an absolute nightmare. I arrived for my kick off session on time but my trainer was late. When he did arrive, the session was informative and David is a good trainer who gave me many helpful tips. The facility itself is not kept clean and some of the machines are just beat up and old. Today, on 5/29, using the app, I tried to sign up for a class but it wouldn’t let me and promoted that I would be unable to sign up for a class earlier than 22 hours of the scheduled time. I called Crunch and a female staff member answered the phone at 10:26 am and said “that’s just how the system is set up” and that if I’m unhappy, I can go ahead and cancel my membership. She also added that I would still be responsible for my yearly dues even if I choose to cancel my month to month as that is a part of their policy. I never even spoke about canceling my membership and was simply asking for a solution on booking classes in a timely fashion. She also pointed out that I signed up online and not with a team member so I wouldn’t know these things in the most condescending way. Why exactly can’t I sign up online? Why make it an option to sign up online if it’s not the recommended way? I have never experienced a staff who just does not care about the quality of their service. I have also never written such a long and detailed review, that too a negative one in the entirety of my existence but I am so disappointed and don’t want anyone to go through this. She then stated she would set a timer and schedule me for the class in conversation and she never did, so there’s that. I hope the higher ups can look into these issues, if there are any higher ups or any management staff members who actually care to improve customer experience because this was simply...

In regards to this gym, I had signed up for the highest membership they offer and was told it was a no commitment, cancel anytime gym. Which was not the case I would find out after a year as a member here. When I was overseas, I had called the gym to cancel my membership and was only told that they were unable to fulfill that request unless I was physically there to sign 'papers'. Which was confusing to me since I was not even on the same continent as I told the individual who I spoke to. They said it was the only thing I was able to do... SO a month and a half later brings us to Now; I had just gone to cancel at the gym, the staff at the desk was helpful, I had explained my past conversation about cancellation with him and he let me know I should have been told I had an option to send a letter to the gym to cancel my membership... this was information that was intentionally kept from me forcing me to pay another month here! And the form they made me come into them to sign was only a request to cancel, I am just thoroughly frustrated with this gym and their poor professionalism and lack of transparency when it comes to cancellations. I've been a member for over a year and even recommended the gym to my friends and had some of them sign up as well, which I am really regretting now. It is a nice looking gym, but the policies and sadly some staff are misleading.

UPDATE: it’s a week later and the gym is now charging me another month before they cancel my membership! DO NOT SIGN UP HERE! It would be a huge mistake to do any kind of business with this company under the current management. Please look for a gym elsewhere! Jersey strong and other gyms in the area are much nicer and they are more transparent than here in regards to the cancellation or freeze of an account. The golds gym which was in this location before hand who I was a member of was so much better run. Do not trust this gym with regards to what they tell you when you sign up, they falsely market what they offer and do not stay true to their word. AVOID this gym they don’t care about their patrons, just the...

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