Crunch Fitness - San Mateo

Short version: unavoidable hidden charges, I was charged 14 months of prorated annual fee for 40 days of gym usage.I enrolled at San Mateo Crunch on 02/01/2020. I requested to freeze my account on 3/10 since covid-19 made me feel uncomfortable to go to the gym. Crunch closed on 03/16 due to the shelter in place order and froze all accounts automatically. In June they reopened but I requested to keep my account frozen because I heard that wearing a mask wasn’t mandated in the gym and I still didn’t feel safe to go. At this time I was informed that I would be charged for the full amount of the annual fee again. I requested to cancel my membership but they said the annual fee would be charged regardless.They said the annual fee was supposed to be charged 90 days after enrollment. However, due to this year’s special situation, the gym hadn’t even been open for 45 days at that point from the time I joined. At enrollment, I was charged for two months of a prorated annual fee, and then I was charged the entire annual fee again later. By the time they reopened in June and I was thinking about canceling my membership, I was charged for 14 months annual fee for my 40 days usage of the gym.I tried to argue with them, but the San Mateo location said that the annual fee was charged “by corporate policy” and that I had signed an agreement at enrollment. They gave me an email address to contact their corporate office, but the email response was extremely slow and unhelpful (they forwarded me back to the San Mateo location). The San Mateo location has also started being unresponsive since I raised this problem and still has not forwarded me a signed copy of my agreement.I feel super humiliated at this time. In order to argue with them, I’ve spent lots of time working out the timeline and going back and forth with them, only to be stonewalled. All the sales people were nice and aggressive to push me in, but became silent and unhelpful once they got my money and earned their commission.I understand that the whole gym industry is going through hard times and needs money. However, simply passing the burden to their customers is not moral and doesn’t make any sense. All I want at this point is the prorated annual fee (which I have been double charged) to be refunded because I’m also going through hard times.For people who are already members or thinking about enrolling, I would recommend you be careful about this decision. Always watch out for hidden fees, because even keeping your account frozen and not using the gym at all will generate annual fee every year. In the current situation, it might not be safe to go to the gym for a long time. Right now, even though they are not providing you any service, you still have to pay the annual fee anyway.

Been working out here for the last three years. Spacious gym, nice trainers, plenty of parking, convenient location.

Good gym but not the best equipments.

Really great gym - nice equipment, clean and super friendly staff. Highly recommended and good value for the price.

When they say their values are inclusive and kind , where does that come from ? Awful service, draconian rules (for cancellation). Will never step my leg again in a Crunch - especially the San Mateo Crunch. This is not the service expected from a 21st century gym.

Probably the cleanest gym in NorCal! Good equipment with lots of variety. Very good steam room.

Waiting for Karin’s class to win.San Mateo City Hall.

Just being honest the showers use the spray down with some Tilex, pink sludge on the curtains and walls 🤢 I could go on but that alone is bad. I also think it's kind of funny how they reply to the good reviews but not the reviews with legit concerns of the gym & staff …

This place is run by egotistical LIARS, BULLIES, CROOKS and THIEVES. Don't be fulled by a nice facility.I'm a veteran of 5 years active duty in the United States Navy, and a current student for sonic engineering. I put my pants on one leg at a time just like ever other individual. I have a normal routine and am just another human trying to survive and coexist with the rest of the world. Some time ago when I got out of the Navy, I move back home to the Peninsula and decide to check this place out. Not only are their prices for a limited number of accessible facilities, but its run by some of the most elitist characters I've come across. About 5 months ago, I go into the gym to physically cancel my membership only to be told that the only way for me to cancel my membership is via email. Ethically, this option is not sound. The boy at the front desk not only gave me attitude but also failed to mention that there is a cancellation form that can be filled out(Even though I specifically asked about this. I leave without being able to freely cancel my membership and at the point call my banks and have them block Crunch's forceful payment charges. Fast forward til now, I receive a call from debt collectors saying that I owe Crunch $250 for a gym membership that is continued to be forced onto me to this day that I do not use. So I call the gym and explain the situation and get onto the phone with an individual by the name of Eric. Another privileged elitist who things the world revolves around him. I'm in a very specifically tough situation currently and explained it to him, only to get a comically heartless response of I should have sent an email. THE WORST PART is that now they have a cancellation form as a cancellation option (which they did not allow me to originally sign). BUT.. When I was contacted by the debt collector, they told me that the only way to cancel was via email EVEN THOUGH the gym is now saying filling out a form at the gym is an option(That I was intentionally not given.) I will NOT be paying for what has been forcefully bullied into my life. WE ARE ALL HUMAN BEINGS AND ITS SAD THAT THIS ESTABLISHMENT IS UNWILLING TO HAVE A LITTLE EMPATHY FOR THEIR CUSTOMER BASE. I've already initiated multiple channels of complaints and other processes to protect myself and my credit from these cheating thieves. Side note, 24 Hour fitness charges the same if not less, for nationwide membership to ALL of their facilities. Spend your money wisely elsewhere.

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