1Max Kalehoff

I'm sorry to hear you had such a bad experience, but it's good you're doing something about it - and looking out for your fellow consumers. Thanks to this note, I'm going to pass it along to every gym buff that I know in NYC - including all the corporate HR managers that think about doing group deals with Crunch. I can potentially reach thousands of people with this important information. You should also think about posting your experience to various message board groups and listserves, where hundreds of thousands of people in New York City go to for advice about fitness and gyms. Your knowledge is valuable for others thinking of forking over such a large membership fee. You should also forward your note to all the fitness magazines, as well as to all the main competitors to Crunch.

I was a member of Crunch for a while at the Lafayette location, and then Houston Street. I wasn't in love with the place, but they were offering a good deal through my company at the time. Basically, it was a gym where I could work out, and that's all I cared about. However, the air conditioning at both locations broke down ALL THE TIME in the summer. Have you ever tried to work out in a 99 degree, humid gym in August? I made several complaints, and I was told almost every time that I should direct my complaints to Crunch corporate office. Come on - I'm there to work out, not have a bad time! They're lucky their members didn't experience more heat strokes. Moreover, I had to pay $2 every time for a towel, and then exchange the towel for a dollar each afterward - such a stupid, annoying routine! And they had so many transient "physical fitness trainers" there standing around doing nothing - people who could've been put to better use by giving them a mop to wipe down the place. I had one trainer there who consistently missed appointments. That's not to say they were all bad, but they hired one too many random idiots off the street - which they assigned to me - and now I'm left with the impression I have, and I've been telling others about it ever since.

I ended up going to New York Sports Club. It's ok, more mainstream feel, but the machines are DEFINITELY maintained better, and updated far more frequently. The place is brighter, cleaner. You don't have to count your pennies to pick up a towel each time you work out. They do have those little t.v.'s on the cardio machines, which are nice. They always greet me with a smile - at least at my Brooklyn location. To be fair, NYSC also has those hokey, desperate "join now" recruitment schemes, but I guess they all do.

Good luck, and see you at NYSC! Please forward my email to anyone you feel would benefit! It's been a while since I've been a Crunch member, guess the place hasn't gotten any better with the takeover by Bally (not that it should've).
Max Kalehoff

January 30, 2005

2Angie

I'm not from NYC, so I can't help spread the word about Crunch, but I wanted to say good for you to take action! Some fitness clubs really don't "get it."

Here's another strange story - not as bad as yours, though.

My gym sells clothing, and one day I saw a workout shirt I wanted -- last one left, my size. Perfect! I go to pay for it, the shirt has no tag, and no SKU number.

No problem, they say. They'll call another location. They call every single location and nobody has this shirt. So, instead of just using another SKU number from a similar shirt, they say they need to call Head office, which is closed until Monday (this was a Friday evening). Okay. I let them do this. They take my number down and say they'll call me back.

I get no phone call on Monday or Tuesday. I finally ask about it when I'm at the gym on Wednesday, and they tell me that they sent it back to head office. All because it had no SKU number?! They just lost a sale because of paperwork and policy. I was highly perplexed that this is how people conduct business. But, I guess things happen.

Anyway, glad you found a better gym!

Angie

January 30, 2005

3Aaron

That's a really interesting experience and it's wonderful to see somebody take action against shitty customer service. It runs rampant in our city; business owners often seem to forget how easy it is for a consumer to simply take their patronage elsewhere. And they do not realize how much power can be excersized by a consumer with the motivation that you have, and which I find admirable.
Also, I am curious as to the price difference between the two clubs?

Nice one.
-AA

January 31, 2005

4Elenor Denker

There's a way to compute the value of a Happy Customer:

Direct Value
A. Average retail price of product
B. Average customer revenue per purchase
C. Number of purchases per lifetime
D. Lifetime Customer Value (B*C)

Indirect Value
E. Customer tells 5 people (D*5)
F. Revenue from referrals (25% of E)
TOTAL VALUE OF HAPPY CUSTOMER (D+F)

At Harman Consumer Group, we are very attuned to this formula. The interesting thing is that in our business, it usually costs us to make the customer happy. In your case, Noah, it WOULD NOT HAVE COST CRUNCH ANYTHING to let you work out.

I am increasingly insistent on good customer service and I certainly would not ever entertain going to NY Crunch, for myself or my employees. They certainly don't understand customer service.

Elenor Denker
VP, HR and Customer Service
Harman Consumer Group

January 31, 2005

5Tom

Great story. I work out at the NYSC at 31st and Lex and I am sure you'll find it a lot more agreeable. There's usually noone in there, no line, no attitude and the people who work there are generally pretty friendly. Crunch is for people who like looking at themselves in the mirror.

February 2, 2005

6Bob Highlander

Whaaaa....
You all sound like whining crybabies! The 1st poster sounds like he was scamming his way into the club...when he knew full well that he was no longer a corporate member. THe way I see it...you owe CRUNCH MONEY!!!
I go to the gym to workout and mind my own business...quit your bitching and hit the iron!

February 3, 2005

7Noah

Thanks for the advice, Bob. I don't believe I was scamming Crunch out of money and, like you, I got to the gym to workout and mind my own business. Problem was, that day I couldn't work out.

February 3, 2005

8Leah

In my opinion things like this happen all the time, and for once someone stepped up. Hopefully this will open doors for people who go through similar problems, but don't know how to go about handling it. With that, there was absolutely no scamming in this situation. The fact of the matter is that all these places care about is money, and they should be making a little more of an effort to get it properly. Had Noah been notified about his membership coming to a close this could have been avoided. But bad notification skills were just the beginning, and Noah's requests were 1. anything but outrageous and 2. could have been handled in a much more respectful way.

Thank you Noah for showing us not to just take poor customer service. Hopefully we can all keep it in mind and perhaps help gyms and all customer related businesses in the future.

February 4, 2005

9Michael

If you had been working out there for six months, what was there to think about.
Did you need to try out the gym again.
Obviously no one here is a business owner.
Think about this, you are one in how many people who try the same thing.
If they let you in for free, then where is the value in someone elses membership that they paid for. You people should understand something that simple.
I could understand if you were a potential customer, like NYSC just let you work out hoping you would join their health club. Does your landlord let you live in your apartment if you don't pay your rent?
I'm not posting to bash you in anyway, and I can appreciate a person who will go to such lengths to put his/ her point across. But it just is another example of people; not just you, trying to take advantage of others. Good for you.

February 5, 2005

10Hannibal

There are some good clubs and some bad clubs in NYC. It is important to SHOP AROUND before making a decision on a Fitness Club. Look for deals and bargains. Right now Bally's is offering $19.00 a month memberships. Who can beat that? But then again, the place is packed during peak hours. Some health clubs are over $200.00 a month. That's a car payment for some people. Crunch has gone downhill since Bally's took it over. But it's still better than some clubs out there, and worse than others.

March 10, 2005

11Jahayra Trinidad

NO NO NO DON'T GO TO BALLY'S Or CRUNCH!!
Crunch is OWNED by Ballys's now. And pooh, i wish i saw this site months ago so i can warn you about their misleading sales Reps and ads. I had a free gym coupon which was good for a few days as a trial but then they pressure you to sign a contract that is month to month in order to use the gym in the first place. Then before they give you your copy they mark off that you just signed a 3 year contract. That's what happened to me and now i'm going to court (like in 3 hrs) to settle the dispute. Because of the Rep checking off 3 yrs, and telling me i could cancel any time before my membership started (which was in 2 wks) they instead are took me to collections and now they want $3400 of membership dues. All for 3 days of working out at the gym. 3 DAYS = $3400. This is Regardless of the fact that I had a valid excuse which was a doctor's note with the billing statement.

June 15, 2005

12Sean

He should respect the gyms policies. Bisiness arent required to have a "try (for FREE) before you buy" policy and we should not EXPECT them to give us freebies. For God sake, stop whinging, pay the casual fee(the money does go towards wages too, I bet you would not want to work for free), or join. They didn't force you to join or sign up. The choice is yours. Business's work hard to provide employment for people and provide a service to satisfy the majority of people. There are always a few people (always loud too) that cant accept there systems. They can have whatever policies they like. I disagree with Elenors comment saying the business has nothing to lose. As a gym owner, I use to have members "try before they buy" but now I dont. The Tour to sale percentage is much higher and retension too. The paying members respect is what you got to lose. Did you know that there may even be a legal issue of insurance if someone works out without paying money? For there to be a valid contract, there needs to be a monetary contribution. Without a valid contract, be that a casual contract of membership contract, the client may not be covered.

June 25, 2005

13Dina

Sean - If she was already a customer why wouldnt they want her back. Her membership was up so what was the point in trying to stiff her for a day pass fee when it is common practice to GIVE a day away. It's just one day and could have gained the club many years of appreciation. No - I think its the business owners like you who STILL dont understand customer service and need to understand just how much money you let walk out the door when you have "CUSTOMER NO SERVICE". Why not try a bit of true customer service every once in a while - and by the way ... I DO OWN my own business.

July 13, 2005

14Khara

Yep. I was screwed by Crunch too. And I'm a writer too.. my friends will hear all about it.

July 17, 2005

15Karen

I'm from the Atlanta area and my neighbor and I were in the market for a health club. The Crunch Fitness center in our area was recently turned into a Bally Total Fitness. We joined on a Friday and quit on the following Tuesday. The facility was gross to say the least. There were wads of hair in the shower stalls along with other debris which remained there for over 24 hours. There was sand (go figure that one out!) and floating gunk in the jacuzzi! Also, when we spoke to one of the spin class instructor, she welcomed us to try her class and told us (as she says she tells all of her students) not to wear any underwear as to avoid ride-up on the bikes. YUUUKKK! This is SO UNSANITARY!
Also, our "salesman" ASSURED us that we could cancel out at any time for any reason during our membership. This was a flat out lie.
I went through the proper channels to cancel with the 7 days. I am currently awaiting my refund. I still want to find a health club in my area, however, I am a bit gun-shy. Anyone have any suggestions?

August 21, 2005

16kathie

Karen, I'm also in Atlanta and would love to exchange info. I was originally a member of Sportslife which was bought out by Crunch. My location in Atlanta is still Crunch, however, Crunch is claiming I signed another contract with a location which is now Bally's, and is denying me access to the original club I joined. I never signed a new contract after Crunch took over, just kept renewing. I have been a member for 15 years and locked in a permanent rate of $13 per month, so they are trying to get rid of me. I now have to drive 20 miles to use Bally's which is a much lower standard club. What can I do?

August 25, 2005

17Karen

Kathie, I would request a copy of said contract to new location (Bally's). If they can't produce one, you could always fight it. One way would be small claims court. Another would be to contact the Governor's Office of Consumer Affairs.

August 27, 2005

18Karen

Kathie, I would request a copy of said contract to new location (Bally's) with your signature on it. If they can't produce one, you could always fight it. One way would be small claims court. Another would be to contact the Governor's Office of Consumer Affairs.
Best of luck to you.

August 27, 2005

19kathie

Karen, thanks for info. I did request a copy but of course they did not produce because I never signed one. I have asked permission to use the gym until they find it, but they have not granted me that as of yet. Does anyone know the different level names of Crunch membership? Crunch gave me a card that says Platinum, which I understand is Bally's, not Crunch membership type.

August 29, 2005

20rich

The pattern of lies appears to be continuing unabated. I tried to join a Crunch in NY on 13th St for my daughter. Although the membership rep swore that I could pay month to month, when I crossed through the signature line that gave the club permission for electronic funds transfer, the manager refused the contract. Her claim was that it is "insurance" for the club to be certain that they get paid (although in month to month they get paid before the month of use so they have no risk). I wondered why the sales guy told me I should have my daughter come in and pay 14 days before it was due. He had to know that they planned to charge it to my charge card shortly automatically near the due date but declined to tell me. I suspect they were going to sign the electronic funds transfer consent line on the contract for me if I hadn't lined it out. They managed to charge the membership fee on my credit card before they refused to take the contract so we'll have to see if they have refunded the charge as they claim.

When I pointed out that Bally's had a terrible reputation for abusing the electronic transfer privilege, the membership director (i.e. salesman) actually claimed that they are no longer owned by Bally's.

It sure sounds like this type of behavior is a corporate policy. Bally's has previously settled a complaint from the NY State Attorney General's Consumer Division. Maybe the lesson has not yet been learned. Does anyone know a reputable gym near Washington Square Park in New York that has good spinning classes?

September 1, 2005

21Peter Di Maso

I've been a Crunch member in LA for 4 years. I'm moving to NYC in a few days. I was told by a sales associate in August that since I'm on a month-to-month terms they only required 10 days notice to cancel my membership and avoid getting billed for October. This morning that manager fed me different story - 30 days notice. Now I have to write to head office and make a fuss. At least I've learned from this Google search to avoid Crunch in NYC. Plenty of better gyms in Manhattan. Thanks!

September 21, 2005

22joe schmoe

cancelling crunch fitness is the worst experience i have faced..i have moved and crunch fitness is no longer convenient and there is a new club next door to my house. unless i am dead or move to alaska it is impossible to quit. i have made a deal with the devil.

October 10, 2005

23Mark

I joined Crunch. What a waste of time and money. 83rd Street is very poorly maintained. I've been to New York Sports Club with a friend and it's vastly superior.

October 23, 2005

24Jacob Wood

This is pretty scary. I'm in the initial stages of fighting a false contract Crunch sold to a colections agency in my name. Look like I'm in for more than I initially thought...

October 27, 2005

25Mike Little

I'd like to talk to anybody in the Atlanta area that was a long time member of Sportslife. My wife and I bought a family membership 9 years ago and are having major issues since they went to their new system. Basically, we only have one card...they say they can't make two. I finally complained like heck and thought I had gotten nowhere. Magically two weeks later I received a membership card in the mail. It worked great for a few weeks, and then I got a letter saying I needed to sign up for auto debit.

I've spent hours on "hold" trying to get to a supervisor. I finally left a message for Julie Adams...who is the SVP of Customer Service.

Please email me at littlemike@bellsouth.net if you are in the Atlanta area and have had issues with Cruch/Bally's.

November 2, 2005

26Bill Janda

FYI, all of the Crunch Gyms (and the two remaining Gorilla Sports Gyms in SF, CA) have been sold by Bally's for $45 million in cash. The official sale goes thru at the end of December 2005. The company that bought Crunch also runs some local gyms in NYC. At the Crunch I go to (in Chicago), they have already had meetings wioth the staff and the spaces the gyms occupy have been inspected by the new owners. Bally's apparently is in TERRIBLE financial shape, so they decided to sell off their "high-end" Crunch facilities. I do not know whether they are going to honor current Crunch memberships, or require that all members re-join. They have not released any pricing infomation yet, either.

November 14, 2005

27Jonathan

I have been a Crunch member since 1997, and I have access to all the gyms around the US including Ballys. I have never had an issue as far as my membership or billing, but I'm sure it happens and I can empathize with other posters. I read that the group that is buying Crunch is said to be lead by the guy who founded TSI Sports. Some of you know TSI as NYSC (New York Sports Clubs). They are already opening a brand new faciltiy in the Union Square area (right next to the 13th Street location, go figure). It seems that maybe they are going to be putting more money into the facilities if they are building. Maybe that's a good thing, better equipment and so on. The gyms have gotten much better as far as cleanliness and overall aesthetics. They are far better than any of the Ballys clubs that I have utilized in the New York Area. I frequent the Lafayette location in Astor Place and they have done a few things in the club that might seem odd (move equipment layout), but they have also reopened the sauna after what seemed to be ages of it being stickered by the health dept.
After speaking with management, they asssured me that things were on the up and up. Hopefully they will come through and I will want to continue to use the clubs.
Noah, I am truly sorry to hear about your experience and I'm sure it happens quite often. Maybe they learned something from the experience and won't let a valued customer leave the gym over something so minor. Or maybe this is some corporate policy that they feel desperate to follow. Either way, I'm sure your enjoying your new gym and kudos to you for bringing us all together.
I'll try to post again and keep everyone updated.
-Jon

December 3, 2005

28Art

Ok first of all, Noah, you're completely wrong. No gym in the city will give you a free workout day when you have been a member for 6 months. You have a very inconsiderate and selfish view. Think of it from the opposite side, how do they know that you won't just go shopping for a new deal a NYSC or Equinox as a new member right after your workout. Why do you even need a day to workout to rethink your decision when you fully know what the facilities are like. You could have gone shopping around right away and work out for free at 2-3 other gyms anyway which would have given you enough of a comparison. It is insulting to the Crunch management & owners when you start making such demands.
Before you start making these websites about the crimes infracted upon you by the Evil Crunch Empire, I suggest you do some research in regards how gyms operate. NYSC and Equinox would have done the same exact thing.
And to show that I am not biased even though I am a happy Crunch member for 5 years, I do find the Kips Bay location to be anally retentive and overall unpleasant. I do not like the policies enforced by the management and staff there and I have let it be known.
In regards to NYSC, I've worked out there too and I find it to be a pansy wansy corporate yuppie & trust fund babies sports club (just like Equinox). Different strokes for different folks. I can never get the workout that I need at NYSC and Equinox, which is why I stuck with Crunch. Crunch has a unique culture & environment that has obviously paid off greatly for the founders and still continues to grow. Yeah they have their problems, so does every other gym. If you ask around, the Crunch staff is extremely happy to no longer be under Bally's and there have already been great improvements.

December 15, 2005

29Tom

You said in the initial statement you had already been a member for several months....why would need to work out for free to try the place out? It doesnt make any sense. Sounds like your just lookin for a handout.

January 26, 2006

30Noah Brier

There was a large price difference that I wanted to consider. I believe it was $799 to $1200. You get a better deal if you do two years, but $1200 is a lot of money for me. I wanted to think about which was a better option for me. I think that's fairly reasonable (and may have been something I didn't explain well enough originally).

January 26, 2006

31mariann marlowe

thanks,this information was very helpful,i wont be joining crunch. MARIANN (NYC)

March 5, 2006

32Todd Elkins

1. You were obviously getting in for free over a long period of time and Crunch finally caught you (“Turns out my old corporate membership had finally been canceled�)

2. You never paid for your membership in the first place, as you were part of a corporate account through your work.

3. You didn’t ask but assumed you would be able to work out, and you stated that you would do so and come back later with your decision. (“I said I would go work out today and come in tomorrow and renew�)

This is a business. People need to make money and earn a living by doing their jobs. It is hard enough in this city to make ends meet. People like you make it more difficult. If you wanted to use the facility then you should have purchased a guest pass or a membership.Why did you need to try the gym out if you were already a member? Sounds to me that you were just trying to get away with something and now with the advent of blogging you get to spout off on people that were just trying to do their jobs. You should be ashamed of yourself!

March 9, 2006

33Noah Brier

Hi Todd,
Thanks for the email. I appreciate the feedback, though I don't
completely agree with your attack. Here's my response, which I also
will post on the site:

1. I was not getting in free at any point. A corporate membership is
not free, it is something that you pay for, albeit at a discounted
rate.
2. Answered in number 1.
3. That is absolutely correct, having been a paying customer for
sometime I never imagined it would be an issue if I worked out for the
day as I considered whether I would give them $800 or $1300 (or
something like that) of my hard-earned money.

I absolutely understand this is a business and I don't want to hurt
any one's well-being. What I was trying to decide was whether it was
better for me to put up a lot of money or even more money. I'm not
sure what your financial situation is, but $800 is a lot of money for
me and $1300 (or whatever the exact number is) is too. It's a big
financial decision and I wanted to think about whether I was going to
take the better deal in the long run or pay less up front. As for
being able to spout off, I can't disagree with you there. The advent
of blogging has allowed me a forum to post my complaints about a
company publicly. I think what they did, by losing a customer over a
day's workout was silly. I was hurt that as a customer I was not
respected more.

March 9, 2006

34Eric R.

I'm in the middle of trying to cancel my Crunch San Francisco membership for medical reasons and it has been the worst experience of my life, bar none. This company cares only for the bottom line which is ironic given they're in the health business. It has been seven months since I've initiated the process and Bally continually gives the run-around based on the most intricate and arcane reasons, all designed to force me to continue paying monthly dues while fighting a bureaucracy that makes the postal service seem like a Swiss watch in comparison. I have never encountered anything like this before. BTW, I run a business myself and I don't think Noah was at all out of line in asking to think things over for a day and work out free while he did. He was switching from a corporate membership, which he didn't pay for, to a personal membership, which he would pay for. There's a world of difference. When it's you paying, you really think about the money. He wasn't using the work out day to figure out what he thought about the club--he already knew that. He was already there and simply wanted a workout. Any business owner that isn't a moron knows how to treat people--simply by being empathetic--but Crunch/Bally is in it for the short-term financial gain, so all their decisions are weighed with this factor in mind. They're so dumb, they haven't figured out that if you do the right thing, you'll have immense financial success over the long haul. They royally suck.

March 23, 2006

35Noah Brier

Just to clear this up again, a corporate membership is a discounted membership. I still paid every month, only difference was that it came straight out of my paycheck.

March 24, 2006

36Steve

I just had a similar incident last week April 21, 2006, when as a long time member from Bally's Sports Club, which was the original gym at Kips Bay. Suddenly the membership director rudely jumped in when I checked in and had a corporate guest in to visit, I was told my membership(which was a Lifetime guaranteed one)" was no longer good here, since Ballys sold Crunch."
As an Attorney, I was confronted with this Ryan membership guy, in a very unfriendly tone lacking any sort of customer relations arttitude and embarrassing me in front of my guest. He demanded $24 for my guest and said, I can work out today, but that this is my notice. He said I obviously hadn't been here in a long time or I would have known. I was in there the week before and no one said anything!
Whatever deal Ballys & Crunch worked out doesn't void my contract, which expressly so states I can go to any club past present and future, affiliatted, acquired etc, on and on.
Regardless of what comes of my situation, based on my own personal experience, Noah had a valid expectation of basic courtesy and respect, along with some simple PR would go along way.
Basic rule of consumer business, the customer is alawys right and second, when in doubt refer to rule 1!

April 25, 2006

37Rog

Bob Highlander -- sounds like you fit right in at Crunch! In fact, you would be absolutely perfect as a 'personal trainer' there, or a membership salesperson, or even the guy who cleans the toilets. you've got the same retarded philosophy.

btw - If (EVER during the duration of my lifetime) I am introduced to a guy named "Bob Highlander" -- I shall promptly spit in your face. We'll see what you do, then, musclehead.

May 14, 2006

38FED UP

I've been a member at crunch for over 5 years. I was blind to see how scheming and money hungry these people are. All they care about is getting their bottom line, they could not care less about keeping their current members. I was tricked into renewing my membership two months early last year. So instead of bringing that to my attention, they were just going to gyp me off of those two months so I fought for it and only then they acknowledged it. On top of that I was promised two additional months for free for renewing early. IT'S BEEN A YEAR AND HALF. I still have not gotten my two free months. Now that my membership is due to expire in two weeks the membership reps are again hounding me down for renewal. So I brought it to their attention that I did not get my free months. They were extremely quick to get off the phone after I started complaining.

This not the only complaints I have about this place. The club is in Pathetic physical condition. The locker room smells like mold all the time, the AC in the studio hasn't been working all year, and the equipment sucks and so crammed in the sweat from the person next to me is all over me. I'm sorry but that's not what i paid money for...

So they give me two numbers to call. I get the same story as Noah. the 800-547-1743 says mail box is full. The 888-310-6011 puts you on hold for half hour and then hangs up on you. I want to know who is responsible for running the club in this manner!! This incompetant person who lacks intelligence and common sense should be sent to jail for petty larceny. Cause that's exactly what it is. They are stealing money from people.

Why do these people think they can get away with taking people's money and not giving them what they've promised. This is a competitive market, how long do they expect to keep people if their customer service is non existent and membership reps who are sketchy???

I can't believe I gave these people my business for this long. I'm gonna fight for what I was promised and then, I'm done with this place. I'M FED UP!!

July 24, 2006

39Que Dog Spring 99

I am thinking about Joining the Gym besides the negative comments here. Besides, the one bad customer service day. How are the facilities? I am going to join either NYSC or Crunch...Somebody please comment....

July 27, 2006

40Julie

Hmm.interesting story, Noah.
I am an original member of Crunch, when it was just a small building on 13th Street and Doug Levin, the original owner used to come in with his dog (which I hated cuz I'm allergic to dogs, and why was this fat fuck bringing his pup to the gym anayway...but I digress)

I have had a universal membership since 1993, and work out in the gyms on both 13th street and lafayette. When I lived in LA, I worked out on Sunset.

I love Crunch, but I am under no illusions that they are without problems. I have certainly had my issues over the years, but frankly, I would have that with any gym in the city, which is why, I learned long ago, to create a relationship with at least 1 person in each gym, who would know me by name and be my advocate.

At 13th street, it was Maz, and at Lafayette, the key for me has been this guy, Luis (not the one you dealt with) .

I am moved to comment here, because Luis is one of the best customer service people I have ever come in contact with for ANY business, ever. My boyfriend will tell you that I am a hard ass, with very high standards for customer service. I wish I could hire this guy, he's that awesome.

I will give you an example, as a long time member, i get preferred rates that allow me to remain a member of all locations.

With my membership expiring last past June, I was at a crossroads as to whether to renew. I was spending most of my time in NJ and am not able to work out during the week and didn't know when that was going to change.

I explained my situation to Luis, who offered me 3 months to figure out if I wanted to renew., and offered me guest passes until I made a decision. He also kept calling/reminding me, which helped me and my motivation to work out. No pressure, just reminders.

I re-signed for 2 years and he also gave me some extra months on the back end. It is because of Luis that I am back at Crunch. He trusted that he was doing everything he could to take care of me and he trusts himself as a good salesperson, so it's a pleasant experience all the way around. On top of that, Luis has called a few times, leaving me messages to make sure all is good and to call him if I need anything.

I would like to invite you to come work out with me at the Crunch on Lafayette on day. I am not trying to convert you back, but I would like you to meet Luis and see what a great gym it has become.

Let's make a date!

August 5, 2006

41william deane

I don't understand unless crunch plans to take the money and leave new york. i was told there were 3 stairmasters when i joined in august....turns out ther are only 2 and the mechanic can't in over 2 months seem to get one of those 2 to work. first he said there was nothing wrong, then he took it off the floor for a few days, then returned it unrepaired, saying it was ok, then put a sign on it saying it needed repair, then took the sign off while it still needed repair. several witnesses who work at the club know what i'm talking about, agree that the machine does not work, i.e. steps go to the floor with no pressure----or like riding a bike in neutral while going down hill. it's insane!!!!!! 2 phone calls and 4 letters have been ignored. crunch if you want to stay in business, ya gotta change your ways. william deane

October 20, 2006

42Lisa D

MY CRUNCH STORY:
please see my following letter to Mike Neff, the director of customer affairs:

Mike,

I am reaching out to you today regarding an outstanding problem I have with Crunch Fitness.

I joined Crunch in March 05. The membership benefits allowed me to workout at any Crunch or Bally’s gym across the country. I regularly use the Bally’s gym close to my job on Madison Avenue. Last summer, it was brought to my attention that Bally’s and Crunch gym split. I received no documentation in the mail regarding this and continued to go to Bally’s using my Crunch membership. In late July 06, Bally’s confiscated and cut my Crunch card. This led me to believe that my contract with Crunch was now void. I then proceeded to negotiate a new membership with Bally’s.

Crunch has continued to deduct from my checking account my monthly membership fee of $94 (since August 06). I have not signed a new contract with Crunch allowing for this deduction. So far I am out $376.

I’ve been in contact with various customer service agents about this matter and have been told that Jordan would call me back. Today is day 4 and I would like very much to know what the status is. It’s understandable that it could take some time for the paperwork to be processed, but the way in which my inquiries are being ignored are completely unprofessional. I would like to advise you that I have filed a complaint with the Better Business Bureau regarding the poor manner in which my situation is being handled by Crunch Fitness.

Please advise today if:

-Crunch Fitness will stop deducting the $94 membership fee from my checking.

-Crunch Fitness will reimburse me the $376 in fees deducted since August 2006.

I would greatly appreciate your help in this matter.

IF ANYONE HAS CONTACT INFO FOR ANYONE ELSE I CAN REACH REGARDING MY PROBLEM, I WOULD APPRECIATE IT>
LISA

November 13, 2006

43Brandy Scott

I joined the Crunch on 25 Broadway, and I love it, no complaints at all...I think Crunch was a work in progress but now they're getting their stuff together :)

November 19, 2006

44Lisa D

Thank you for your replie(s) Brandy. Your 2 cents was very helpful.

November 20, 2006

45kent

It's very interesting to found out that crunch employed a lot of unprofesstional, and un-trained staffs. They are money hungers.
all they wanted to do is to get your money, once they had your money. You're stuck. My case with the manager by the name of Louis Rosales at crunch on Lafayette.

January 10, 2007

46Vince L

Here's my lovely Crunch story. So last June my partner and I moved from Los Angeles to San Diego. We went into Crunch on Sunset and signed our termination contracts (there is no Crunch in SD and we were on the freedom plan anyway) and that was that we thought. We liked the gym, always had a good experience there and never had any problems.

So seven months later and many phone calls later, we've been charged over $1000 in dues despite having signed cancellation forms. They REFUSE to refund our money since we have no proof of cancellation (we lost the copy, since we moved twice in a two month period). Even after telling them to continue cancel us every week or two, they just charged me dues two days ago! Ridiculous. I'm calling a lawyer, but since we have no paperwork I'm not sure there's much they can do.

That's what happens when you act in good faith with crunch.

January 11, 2007

47Joshua Trevino

Ah, Crunch. Here's the e-mail I just sent to them. Short version: never again. They're lazy and dishonest.

------------------------------

I was a member of the Crunch gym on Polk Street (Alhambra) in San Francisco from November 2005 through November 2006. In summer 2005, I called Crunch to request that my membership NOT be automatically renewed, and the fellow on the customer service line agreed. Imagine my surprise to find that my membership was nonetheless renewed, and that I now supposedly owe over $300 in past-due charges to Crunch! Thank God I discontinued my old credit card, else Crunch would simply continue to take my money from me.

I have now called Crunch three times to get this resolved. First two times, I was forced to leave a message. Of course, no one called me back. The third time, just over a week ago, the customer service rep insisted that I had to pay Crunch the money I "owe" it. He further insisted that I never called to block my auto-renewal in summer 2005! (Great move there, telling your customers that they're lying.) I asked to speak to his supervisor, who was conveniently out, but would call me back "within 24 hours." Unsurprisingly, he never did.

Admittedly, Crunch has a terrible reputation for customer service, and I should have known better than to sign up for it in the first place. Still, it's appalling to find that doing things according to Crunch's own rules still does not get results. Bottom line: I want my account cancelled, as it should have been back in November 2006 -- and I want all "overdue" charges against me dropped.

Finally, someone needs to call me. I'm done trying to call you.

------------------------------

January 28, 2007

48Sharon

I was with Crunch for 2 and a half years before I moved to another state. When I first moved to NYC I signed up because my boyfriend had signed up a couple months before me. He was able to get a month by month contract for $79 a month. When I signed up They told me I have to be in a 3 year contract also paying $79 a month. Not thinking I was being scammed I agreed thinking it'll force me to go to the gym.

A year and a half later in April, I realized my company had a corporate discount so I went to ask about that. The corporate discount was $58 and change a month. The rep told me I can sign up and I will pay the $58 as well as the $79 that month but I will be reimbursed. 3 months later I couldn't get my $79 reimbursed and the rep kept referring me to send an email to other people who never responded to me.

Now 6 months later in December, I have decided to move back to home Texas where there is no Crunch Gym. I went to the gym to sign my cancellation form and was told to just send in my proof of relocation. It is now March and I'm still being charged each month. I had sent emails which they don't respond to and have been calling them for about a month now. I was first told that they never received my cancellation form. Then I got an email that since they didnt' receive my proof of relocation until 1-22-07, my last charge will be February. I had called to complain because at this point I have paid for 3 months that I haven't been using their gym. I was told that my membership hasn't been cancelled but they will refund me. Today I find out that I was again charged. The rep told me to wait 7 to 10 business days to see if I get refund before I call back. I'm so disappointed. I feel like I would need to cancel my credit card in order to them to stop charging me.

So point of the story. If you never leave Crunch, the gym is fine. In fact there's a trainer Tom I highly reccomment at the 59th and 2nd location. But if you try to change your contract in any way, prepare for a long fight.

March 7, 2007

49Dis-Satisfied Crunch

I joined Crunch as an add on membership to my Ballys membership. I was provided a seperate crunch membership card and membership ID. Seperate contract. When Bally's and Crunch split, I was able to continue to go the either the crunch or ballys gyms. Even though I have a crunch card and continued to pay my dues, I am now told by crunch that my membership was transfered to ballys. If this is correct, I now have two ballys memberships, each being seperatly paid for. They truly do suck.

March 24, 2007

50Richard Adams

CRUNCH totally sucks! They have slammed my credit card and bank accounts for unauthorized debits and when I complained to the Club manager her response was along the lines of "Sorry the computers are down." Meanwhile, thanks to their unauthorized cleaning out of my bank account, I have no cash, checks are bouncing, automatic debits are being returned, and overdraft fees are mounting. I have never seen a more inept bunch of crooks in my life. They have, it goes without saying, lost a member (and a valuable one -- I even purchase training packages). I plan to file criminal complaint against them as well. I understand that I am not the only person this has happened to. New York Health & Racquet Club, here I come!!

April 29, 2007

51Maya

I think it's great this site exists. I moved to NY a year ago and I'm commitment phobic when it comes to gym memberships. I tried looking up customer reviews for Bally's, Crunch,etc and so far I haven't come across anything as informative as this site. I think I'll head over to NYSC since they seem to have the least complaints.

May 29, 2007

52T

I HATE CRUNCH! I was a memeber for one and half years at the kips bay location. They let me join monthly and the prices seemed reasonable, so I joined. The first year I was happy. Then I brought 1 guest (I had a guest pass). The membership director, Louis, did not let my guest workout, even though I had a guest pass, because my guest had been a memeber at a different crunch location years ago. Louis said that because my guest had already been a crunch memeber and quit, he could not use the guest pass. The pass was for "new customers only". This was sooo stupid of him because my friend was interested in re-joining.

I was pissed off, but did not quit the gym. About 6 months later I brought another friend in. (I had a quest pass) They let him work out. The next day I brough the same friend again (I had one last guest pass) Louis said my friend could not work out because he already used a guest pass the previous day. I didn't understand why the same person could not use 2 passes. Crunch told him that even with a guest pass he could not work out a second time unless he joined the club. My friend just left and didn't bother. Then the memebership representative, Louis, told me to bring girls next time and he would let them in, no more guys. I was shocked. I quit my memebership that day and won't be back.

I have visted Boom and had an amazing experience. They let me visit for a month free!!! I ended up joining Equinox however just because it was closer to work and home.

July 2, 2007

53A. Tomasini

Good for you, Noah. An organization is only as good as the people interacting with their customers. One workout would not have hurt them to potentially keep you. It is not like it would have cost they anything.

Its good to know your experience and also that Bally employees responded here. Tells me a lot about them as well.

August 17, 2007

54Nichole

Entered into a year contract with Crunch in Atlanta. Prior to signing the contract, I noticed that they had an "automatic roll-over" access to your account. I submitted a letter in writing shortly thereafter asking them not to automatically enroll me and stated that they DID NOT have my permission to continue to access my account unless after said year I resigned with them. They did not ask me to fill out the Membership Cancellation Form nor did they tell me that my letter was not sufficient. Since August 2007 when my contract expired, I have been billed in September and October. Membership Services finally got back to me the other day after I inquired in September and again this past Sunday. Advice - do not give them access to your account and/or be sure to submit the cancellation form vs. providing a letter in writing.

October 16, 2007

55Roscoe Pound

Thanks for posting your useful account. If you haven't already, you might check out www.yelp.com. It is an opinion site...I've posted there about Crunch (and so have many others - especially about my old gym at 61 New Montgomery St., San Francisco.)

October 17, 2007

56Crunch Hater

Crunch is the worst. I know as a company they are supposed to make money, but in an honest way. They are liars and once you join you will have "money" problems with them. What is even worse, once you explain to their customer service dept what has happened they tell you that there is nothing they can do. DO NOT JOIN

October 24, 2007

57Crunch Hater

Here is my letter to the new owners of Crunch (Angelo Gordon). Let them hear what you think about them. I have created a website and I plan to incorporate information on what you can do against this so called gym.

Hello,

I thought I would bring something to your attention. I have tried to resolve this issue in a logical way but have encountered some obstacles in the way, namely John Doe’s (VP) boss. You will find the story behind this email below, but FYI:

1. At Earthlink a few years ago I told them I was changing my internet services to another company. They told me “it is a shame to see you leave after being with us for such a long time. We will waive the fee and hope to see you again soon�. That was great customer service and I will definitely consider going back with Earthlink. Crunch has on the other hand showed horrible customer service. I will always remember this and I will never join with this “gym� again. John Doe’s VP should go back to school.

2. In a second round I though that integrity should be enough to get my request through: “my wife and I were told that there was no cancellation fee and this should be honored by Crunch�. Companies can act responsibly and they can do the opposite. John Doe’s VP should be fired for not taking the right/moral course of action.

3. My last attempt has been to use logic. I will be filing a claim in the courts and this will be costly (lawyers, court dates, subpoenas, damages, etc). I will fight because my family has been robbed and I cannot let a corporation act with impunity. I am not sure what the solution for John Doe’s VP is: intelligence cannot be purchased.

Did you know when you purchased Crunch that they were the owners of crunchsucks.com? Bad omen, right. Well guess what, someone already owns crunchreallysucks.com. I’m doing my research!

In any event, Angelo Gordon, as owner of Crunch is also responsible for its affiliates. I will not forgive Crunch. Rest assured that I will never purchase anything at Kings Super Market or Great American Designer or any other company owned by you.

October 24, 2007

58Crunch Hater

Read something about Crunch's horror stories at http://crunchthismf.googlepages.com/home. You will not want to join!!!

Also, you should contact the press. There is a person who as of Sep 07 is looking for interesting stories:

"I am a reporter and am looking for sources who can talk about being ripped off by gyms in NYC.

What I am talking about is overbilling, double-billing, shady sales tactics, etc.

Please contact me at randomroomie@yahoo.com

Thanks"

October 24, 2007

59Lisa

Vince L - I had a very similiar experience, Crunch has literally stolen 2000 dollars from me, they have been charging me double SIX Months after I cancelled. Has anyone been successful in doing somethng about this? I dont want to let them steal from me.

any advice?

October 28, 2007

60Anabela

Noah,

I read what you wrote about your bad experienced with Crunch. I myself had a very bad experienced with the same crunch you were talking about. One day I was working out and I noticed that there was a pervert who keeps staring and following me around the gym. Where ever I moved, and when ever I moved to another machine, he would make sure he was near by me. I wanted to make sure that I was being objective about this and that I wasn’t accusing him by mistake, but this went on for over two hours and my gut was telling me I’m being stalked and I was. I reported this incident to the manager along with the other staff being present as well and no one helped me. No one did anything. Luis was one of the people as well who was present at the time of my complaint. Another member over heard and asked me if I was complaining about this guy meaning the pervert that I had pointed out, and he said that �just last week another woman was complaining to Luis about the same person�. Luis didn’t do anything or never reported it to the manager. Eventually, I wind up canceling my membership and I made my husband cancelled his membership as well. I don’t understand how they can be so casual and carefree about matters like this. Shortly after this happened, I passed by and I saw the pervert outside the gym having a cigarette. He was wearing the staff cleaning crew’s shirt. I now understand. Although I don’t know it 100%, the shirt he was wearing gave it away…the pervert works there. I can’t believe how they can take matters like this too lightly. Besides loosing 2 more costumers, female members are presently in danger of there safety because of this person. If anyone was to rate the service of this gym, it will fail. This place doesn’t care about their members but only the money. I hope you will post my letter to you so we can warn other people and other women about this gym.
Thank you for what you’ve done. Because of you I finally can get it out of my chess and I hope that we can help other people and inspire people for making a step in standing up.

November 8, 2007

61Very Irritated, freezing and fed up

I chose crunch because honestly - i can't financially afford equinox (and NYSC - well....lets just say i was not very happy to step in human feces in a coed bathroom on the gym floor so i didn't renew my membership).
i'm not quick to write people off or even businesses but after 3 bad experiences in a crunch shower (within a month) i think i took all that i could with the 38th street location.
the first 2 times i overlooked it -
terrible shower set up (floorplan wise)
dirty and drains didn't work
toiletry amenities were just a mess (tops were off, not filled, pumps barely worked)
and finally today - no hot water. i tried 3 showers until finally someone yelled out "is anyone else not getting hot water" and i screamed back "ITS COLD WATER"
i didn't even shower - i was drenched in cold water, no shampooing was done (couldn't figure out which one it was as the labels were off) and to make matters worse, coming out completely drenched in cold water - the air conditioning was on full blast. i tried desperately to get changed - quickly.
so i figured i'd blow dry my hair to get some sort of warmth on my body - only to see that all the other women are hovered over 2 hair dryers waiting their turn. wow - 2 hair dryers.

i too spoke to a manager (my first time as i'm very quiet when i hit the gym) not to mention several of my friends are trainers there so just out of friendship i try to overlook the gyms shortcomings.

i told her that i come here, i'm quiet, mind my own business, i don't complain but honestly this is the 3rd time i had a bad experience with those showers - she said they were working on the water situation but i stopped her and i said "no it's not just the water, its the whole shower situation. it's dirty and in bad condition".

she told me to contact the corporaet office.(wow sounds familiar with what your wrote).

i would love to but this gym is not in the business of pleasing customers. i left that gym with wet hair, still freezing. so where do i go from here?

January 17, 2008

62Ian de Heer

I cancelled my membership in August of 2006. We were moving to DC and there were no Crunch gyms in DC. According to the agreement this released me from my membership contract for 25 bucks. Well, it's now February of 2008 and after approximately 15 to 20 phone calls, 6 faxes, and at least 2 written letters threatening to sue, I still have not received anything in writing saying that my membership is canceled. In fact, according to their computers, I owe them over 600 bucks in fees, even though I have the written documentation proving that I canceled in 2006 and have faxed it to them multiple times. Every time I call I'm forced to repeat the same information because they have no record of my previous 15 calls, and every time Jodie is in a meeting or out of the office at the moment. I have contacted the better business bureau, I have played nice, I have screamed and raged, I have even paid an extra 85 bucks to just be done with the whole mess. Has any of it done any good? Nope.
If anyone wants to file a lawsuit against Crunch's billing department, count me in.

February 28, 2008

63Barb Ness

Wow. That's crazy! Let's hope that by now Crunch has mended their ways. I work for a gym (Personal Trainer) down here in Florida (Shapes) and we give out guest passes ALL THE TIME. What's ONE workout? And especially when you already WERE a customer. Holy moly. Anyway...nice post. I stumbled onto it while looking for continuing ed courses at gyms such as Crunch.

March 17, 2008

64Kevin

I am having the same problem as Josh Trevino. My contract was up on July 31st and I went in on July 10th to confirm this, but they said they will charge me one more month for August. I put up a protest and they said, "You didn't read your contract, did you?"

I lost my CC and won't be automatically billed because I canceled the account, but I'm afraid it will mess up my credit. Should I just call them up and tell them my new card number?

August 1, 2008

65Noah

Interesting story. It happens when sales people work on commissions. My question to you is what did you need to think about? You had been a member for a while and it was the same ratE?

October 23, 2008

66West 83rd

I signed up for a year. I used the gym. That was easy. Leaving is hard.

My wife found a better gym -- comparable price but with a pool. I went to Crunch in the middle of October to cancel. They told me that I would still be charged at the start of November for that month through to early December. They also claimed that if I subsequently wanted to rejoin, they would charge me money, so I was better off suspending my membership. I suspended my membership with the appropriate paperwork. Do not fall for this.

I joined my wife's gym. I went to cancel my membership at Crunch yesterday, November 15th. They said they could do that but they would still have to charge me. My membership allows me admission and use of the gym through early January.

On reflection, it is not clear how many times I will be charged -- in December? in January, too? a backdated charge for November? No idea.

I'm not happy about this. I think that this is a really dubious practice. I have not used the gym since early October and I am being charged for use through January when I am not going to use it.

Next step: get a copy of my contract from Crunch. I'd like to see where it says that cancellation requires payment of a last month's fees. I wish I knew where I'd filed this.

Remember people: review the contract for the exit conditions before you get into it.

November 16, 2008