Omar

Nov 14, 2025

Misleading costs at sign up and lack of empathy

Unfortunately, my experience with Crunch Fitness Lake Mary has been frustrating, disappointing, and honestly feels deceptive. I signed up because the pricing page clearly showed no fees and a straightforward monthly price, exactly what any customer expects when a business claims to be transparent. However, my actual experience was the complete opposite. First, I became a victim of bank fraud, which caused my bank to freeze my card. When Crunch attempted to take payment, it was naturally declined. Instead of showing even basic understanding or customer service, they immediately added a late payment fee. When I explained the situation, they didn’t care at all. Their only response was, “that’s our policy.” I spoke with Kayla, the “manager,” and she was completely dismissive. She showed zero empathy, didn’t acknowledge my situation, and simply repeated “policy” over and over again. No attempt to work with me, no flexibility, just an eagerness to take as much money as possible. While reviewing my recent bank transactions, I discovered they charged me over $60 for an annual fee, a fee that was never mentioned during signup, and not displayed anywhere on the pricing screen, as my screenshots clearly show. When I questioned this, the manager (Layla) again brushed it off, saying it was “in the contract” and that I “must have missed it.” It’s very convenient how the staff claim there’s no fee when you sign up, yet quietly add a large annual charge months later. At this point, it was obvious that Crunch Fitness prioritizes squeezing money out of customers over providing an honest, transparent, or respectful experience. I chose to cancel, and once again the manager showed no interest in retaining me as a member. She just made me pay every outstanding charge, including another full month, because “that’s the policy.” No empathy, no customer care, no accountability for their misleading signup process. This gym hides fees, offers no real support, and cares only about money. I strongly recommend staying away from Crunch Fitness Lake Mary. There are plenty of gyms that treat their members with honesty and respect, this is not one of them. What made this experience one of the worst and disappointing is that the situation could have been handled so differently. A simple gesture, like acknowledging my bank issue, showing genuine empathy, or even waiving the $15 late fee as a goodwill courtesy, would have gone a long way. It would have made me feel like I was speaking to a human being who cared, not a “policy robot” focused solely on money. That small act alone would have been enough to keep me as a member.