Crunch Fitness - San Mateo

Short version: unavoidable hidden charges, I was charged 14 months of prorated annual fee for 40 days of gym usage.nnI 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.nnThey 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.nnI 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.nnI 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.nnI 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.nnFor 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.

This is the cleanest, nicest gym I have ever been to. The first time I ever walked in I immediately felt comfortable and not judged like I have often felt at other gyms. The staff are always friendly and my personal trainer is awesome. I really appreciate the laid back vibe. Before covid, I had a training session every Thursday at 4pm, and every single time there was always a hard working gentleman thoroughly cleaning all of the glass walls, mirrors, surfaces, etc. This was before covid. Previously, I went to 24-hour fitness and it always looked and felt grimy and the vibe was not as friendly. I haven’t been back yet since they re-opened because I was on vacation and then had a foot injury, but I feel confident that they are and will maintain a clean, safe environment during this crisis and I can’t wait to return.

great gym! Everything is included and the monthly rate is very competitvely priced. They are always super friendly at the front desk too! The people complaining probably dont even lift.

Good clean place. A bit of a wait to get in because of covid but other than that no issues with the equipment or staff

I had given it a 4 star earlier. But due to the worst customer service in the past 2 months. I have changed it to one. They just care about signing you in as a member