Business ProfileforCrunch Sarasota Bee Ridge

Dealing with the manager ***** at Crunch was a thoroughly unprofessional and unsatisfactory experience. He repeatedly refused to tell me who he reported to or where I could direct (via email or telephone) an appeal or a complaint. He said there was "no one" and told me to look at the Crunch website myself. I asked for a name (as he must report to someone!) in corporate or the owner of the gym and he said "no". The conversation remained calm but he just kept repeating the same frustrating responses, as if he was AI! I ran a large worldwide customer service team for a luxury fashion brand for many years and I understand well the challenges of working with people who are trying to resolve an issue, but this was a completely negative experience where I did not feel valued or respected as a customer, or as a person. I explained how my two teens (16 and 18 years old) came in to downgrade their membership after an initial 3 months at the higher rate back in April of 2022 (and referred to the signed documentation in both cases), but to my dismay, I had recently discovered that all of this time, they were still both charged at the higher rate. I had had an injury and subsequent surgery so did not come in with them, but they correctly filled out all they needed to. However, at no point were they told that they had to pay money on the spot to change their membership or the documentation was invalid. Both were on autopay out of my accounts and any charge (although, again, never explained by the staff member) could have been deducted. ***** made no effort to come to a negotiation or apologize for the inconvenience, but rather preferred to point out how I was wrong and he was right and that was just how it was. I am left having been overcharged on two memberships for over a year and a disagreeable and disrespectful interaction with a manager, who should seek to represent Crunch and that particular gym in a positive way. Unbelievably bad experience all the way around.