Crunch Fitness - Rochdale — Local services in New York

It absolutely pains me to write this because I love this gym. I have been a member since before it officially opened because it was so needed in this community. The gym is clean, the classes/instructors are phenomenal (Shout out to Jen and Malik) and I had the best personal trainer in the world (shout out to Dwayne). My issue is with the front desk. It is either unorganized or there aren't enough staff during certain times and it makes it super difficult to check in/get tickets for classes. This morning ( around 9:30 AM on 4/1/24) there was only one person at the desk and there were several people on line either trying to check in, get tickets and/or handle some other issue. Everyone was waiting patiently but as the next class was already starting, a few of us got off the line to try and get in. We also told the employee that we would be back afterwards. As soon as the class was over, I came back to the front desk to explain what happened since there was a different person at the front desk. This employee was very condescending as he told me that I should have waited as the gym could be liable if I get hurt. I understood what he was saying but I also explained that there was no one else to check in with. The best solution would be to have more than one person at the desk when there are classes going on or during peak times. We continued to go back and forth until the point where I just walked away because again I am waiting to get tickets for a class and he's talking to me as if I am a child. I was highly disappointed in his behavior and I have never experienced anything like that at this gym. Again, I have been coming here since Crunch opened back in 2019 and I have never been disrespected in that way.

Since I am all about solutions and want to see the gym continue to thrive please do the following,

2 or more front desk attendants should be present between 8 and 10:30 AM and 5 and 7:30 PM. Not only to check people in/print tickets but also to field any questions from current and prospective members.

Retrain the front desk staff on how to be professional when communicating with members...especially during peak hours when it can be hectic and people are on tight schedules.

Again, I hate that I had to write this, but it seems like Google reviews are the only way to make...

Honestly, this is by far the worst gym I've been to. The staff at the front is pretty nice, but the personal training personnel is wishy-washy.

I will start by stating this, I signed up online for the 3 day pass online. Fair enough, and then signed up for the monthly membership. To cancel you have to give them 30 days advance notice for their "system" to process and you have to do it in person, even though you can sign up online.

Personal Training is a scam. All the trainer does is have you on the machines with the directions on them. If I wanted to use those, I would have done it on my own. I sign up for you to properly teach me how to use the dumbbells, deadlifts and the other complicated items such as the pully machines.

Personal training personnel is not honest. I signed up on a Sunday no problems. I went to the gym on the weekdays from 730 to close. To cancel personal training I need to go in person on a weekday before 7 because that's when the personal training manager is there. What bologna! You should have a manager until closing. I shouldn't have to leave my job early to get there before 7 to cancel a gym membership, talk about the absolute inconvenience! Oh btw you need to cancel a month in advance and when you do, they want to charge you for 4 more sessions that you absolutely do not want before the "system" can fully process. Its 2022/23 and Crunch is working on an outdated "system." There is no excuse for that. Also, whoever you talk to on the phone does not matter because they don't honor their word when you go in person.

Lastly, I put my member ship on freeze because I thought maybe I'll give it another chance later on. I completely forget and I received and email from the GM stating I need to update my payment method. Um no.. Why couldn't you send an email stating my membership was about to unfreeze but you are emailing me about payment?

No, I would not recommend this gym as there are many better gyms out there. The customer service stinks and it is mostly impart due to the "system." People are going to pay for what they want/need regardless, but when you are being sneaky with their money there are going to be problems. That's why I gave Crunch Fitness...

I’ve been a loyal Crunch Fitness member for over a year, and I recently renewed for my second year — but my experience at the Rochdale location was by far the worst I’ve ever had.

A staff member named Elijah was extremely rude and unprofessional during what should have been a simple sign-up/update process. He kept pushing me to pay an extra $10 for the Crunch Kickoff, claiming it was mandatory, which I know is not true. When I politely declined, he became very dismissive, stopped helping me, and made me feel completely unwelcome.

He refused to assist with finishing my sign-up and walked away like I was not even worth his time. When I asked about the welcome t-shirt, which is something Crunch typically provides, he told me, “We don’t have it available for you,” in a very cold and rude manner.

As someone who’s been with Crunch for a while, I’ve always appreciated the friendly environment — but this was completely out of line and unacceptable customer service. No member, new or returning, should be treated like this.

I’m genuinely disappointed, and I’m now requesting a full refund for this unacceptable experience. I hope Crunch takes this feedback seriously and addresses how some staff treat their members, especially those who have shown long-term loyalty.

I’m following up on my previous review because I just checked my account — and it turns out Elijah at Crunch Rochdale actually charged me $10 without my permission.

This confirms what I suspected: not only was he rude, dismissive, and unhelpful, but he went ahead and processed a payment I never authorized after I clearly told him NO to the Crunch Kickoff. This isn’t just bad service — this is unauthorized billing, and I’m furious.

Elijah gave me attitude, refused to help me sign up properly, and acted like I didn’t matter. And now I find out he also went behind my back and stole from me? Absolutely unacceptable.

I want my $10 refunded immediately, and I expect Crunch to take this seriously. Your staff should not be allowed to treat people this way or charge for services we never agreed...