Long time member treated like garbage
I have been a loyal Crunch Fitness member for quite some time and, until this interaction, I had nothing but positive things to say about the gym. Unfortunately, my recent experience with Mateo at the Brandon location was so disappointing that it has me seriously reconsidering my membership. I called regarding an unexpected $65 annual fee on my account. After being informed that it was a yearly charge, I explained that I am returning to school and, because of the demands of my schedule, I would no longer have the time to regularly use the gym. I hoped there might be some understanding or guidance regarding my options. Instead, Mateo's response was simply that I had signed an agreement when I joined and that was the end of the discussion. At no point did he acknowledge my situation or show any interest in helping me find a solution. While he remained calm throughout the conversation, his demeanor came across as condescending, dismissive, and completely indifferent to the concerns of a long-time member. What disappointed me most was not the fee itself, but the complete lack of customer service. I asked several times if this was truly how Crunch wanted to treat a loyal member who fully intended to return after finishing school. Each time, I was met with the same matter-of-fact attitude that made it clear my business and loyalty meant very little. Crunch has built a great gym with excellent equipment, a welcoming atmosphere, and a strong community. One trainer, Daniel, who is no longer there actually motivated and guided me through three life-threatening bouts with breast cancer. Even when I couldn’t go to the gym for months because of surgeries or treatments, I kept it going because of the supportive relationship I had with my trainer. That is why this experience was so shocking. One employee's lack of empathy and customer-focused service has done more damage to my perception of the company than years of positive experiences have done to build it. I genuinely do not want to cancel my membership, and I would prefer to continue supporting Crunch. However, this interaction with Mateo was so unpleasant that I am now considering taking my business elsewhere, especially with new options opening nearby. I sincerely hope Crunch rethinks how loyal members are treated because no customer should walk away feeling as unvalued as I did after this conversation.