Crunch Fitness - Lakewood

Manager is horrible at communication and customer service

first of all this business was shut down due to covid-19 back in March, reopened in June & immediately began billing monthly membership fees without any notification or reminders. When I found the charges in my bank account; I emailed them right away on June 29th as this is their preferred method of communication that I found online, I received a confirmation that my email was received & that I should expect a response in 48 hours... I waited & waited & waited until July 14th - I searched again & found their contact # to my local gym location. I called & spoke to the Manager Timothy Noel and explained that I have tried via email to stop my billing since I am not comfortable going to workout inside a gym with Covid-19 rampant & cases & deaths rising again. I asked for him to refund me the charges which I was billed in June since I have not been there and do not plan on going again until I feel it is safe. Tim, refused to credit me the annual maintenance fee of $39. but did agree to refund the monthly $19.95. Tim sent me an email confirming this information and advised me the refund might take up to 2 weeks to be completed. I waited 2 weeks and on July 28th, still had no refund, I emailed him back asking him to make sure the submission had gone through. I received no reply. I waited several days longer until I decided to go inside the gym on Sunday Aug 2nd to speak to Tim in person, but he was not working that day. I asked an employee to please leave him a message to call me on Monday Aug 3rd. I received no phone call (and still no email) I called the gym again on today Aug 5th, asking for an update on the refund and explaining my several attempts to reach him to no avail. Tim advised me that he would need to check on the status and call me back later. I told him I would be ok with this, as long as he keeps his promise because I've now been waiting over 3 weeks & he has not replied to my previous email or walk in message I already left. Tim proceeded to explain they have over 8000 members and have had to issue a lot of refunds lately & he's doing his best. I told him i'm not interested in excuses, just make sure you call me back. However, Tim proceeded to repeatedly interrupt me as I was talking, whereas I asked him to stop interrupting me and just keep his promise to call me back... at that point - he HUNG UP ON ME in mid sentence. When I attempted to call him back, they wouldn't answer the phone & he refused to take my call. Where I previously was only trying to FREEZE my account during this Pandemic , DUE to TIMOTHY's TERRIBLE customer service & flat out RUDE attitude, not to mention - They Are OPEN for business which is in VIOLATION of the Governor's Orders for GYMs to be CLOSED at this time!!! I will NEVER return to this Crunch Location, ever again. Timothy Noel has NO BUSINESS being a General Manager if he can't handle doing his JOB!

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