Crunch Fitness - San Mateo

Negative experience: People are good. Financials are bad!

Fantastic experience: Very happy with this gym. Great value, always clean, friendly staff.

Fantastic experience: I have been working out at this gym for 4 years and i love it. Its very clean, people and staff are nice and respectful. I work out between 9 am to 12 pm area and its not overly crowded. I always have a good time here and it has a good community of regulars. I do pay 67 dollars a month now, but you get what you pay for. There is always a man fixing and maintaining machines, and there is another always re-racking weights, wiping, spraying down machines and windows at all times.

Fantastic experience: It's clean, friendly staff and has everything you need. It gets crowded sometimes but still you find available machines.

Fantastic experience: My hubby and I joined a few months ago and have been blown away by the pleasant atmosphere and cleanliness. The gym is clean and locker rooms are serviced all day, even on busy days such as Monday, the lockers are clean. Front desk staff is polite, kind, and always greets us when we walk in. The gym atmosphere is pleasant for working out, fellow gym goers wipe down machines after use and courteous of others. The steam room is my favorite to unwind after a hard workout. I look forward to my workouts here.

Negative experience: Requires long form before you can see the gym to see if you like it. Once needed them to call AAA, I locked keys and phone in car. Latina girl at desk said she cant help unless I was a member.

Negative experience: They will lie, cheat and deceive to get your business and once they have it they won’t care about you. Be very careful on their cancellation policy. I was told my membership was cancelled and then incorrectly charged for another month. When I disputed that they threatened me with legal action and sent it to collectors. Their customer service is terrible and were of no help

Fantastic experience: Open and well-ventilated. Clean equipment and helpful staff!

Negative experience: Decent equipments, but prepare to wait for 1 hour before getting a squat rack

Negative experience: Their crop of personal trainers are impolite & rude. Totally felt unwelcome on the fitness floor. Was thinking about joining this gym because it’s close to my residence but I’ll look elsewhere due this poorly trained team of “fitness professionals.”

Fantastic experience: Best vibe in the area.

Negative experience: Wouldn’t recommend. Clean, great machines, and helpful staff. However trying to cancel is a pain and reps don’t respond to emails or calls

Fantastic experience: Best big box gym in the area. Well maintained, full time cleaners, friendly staff. The community of people at this gym is friendly and very welcoming. Its a great place to get a workout.

Negative experience: They refused to cancel my membership because I have an outstanding balance and therefore my balance keeps increasing every month. I was in the hospital with an injury and I cannot afford to pay the balance right now. I also recently paid the yearly fee of $80, why can’t I get that amount credited towards the balance? Predatory billing!!

Fantastic experience: In town for business for a week. I had done day passes at a Crunch in Sacramento and was extremely satisfied. Decided to try the San Mateo club and was not disappointed. Special kudos to Jayden for taking care of me.

Fantastic experience: I love it

Negative experience: The operations manager here is quite rude and annoying. She will also make announcements that are quite disturbing to workouts.

Fantastic experience: I love this location. It’s very clean, lots of equipment, amazing steam room and showers/ locker rooms/ towels. My favorite is the group CLASSES!!! So much variety and amazing instructors, definitely check out classes with May, Heather and Sam.

Negative experience: I'm sure it would be a wonderful place, all the photos show that it looks very pretty and has all sorts of amenities that someone with a crunch membership might want. Unfortunately though unless you already have the crunch "signature club access" membership. Which is a tier higher that "All club access" you're barred from entry or get to pay more for something you thought you already paid for. I am sure it's a great gym for folks who don't mind being nickeled and dimed or care about fine print. Thanks !

Positive experience: Very nice gym. Lots of equipment on both the first and second floors. Towel service is included and the bathrooms have a steam room as well. Location is very convenient for anyone traveling up and down the 101. Only complaint is that it can be a bit busy during peak times.

Fantastic experience: 10/10 Fantastic gym. Jade (the gym manager) and Jeff (the staff member that helped sign me up) were super friendly and helpful. Great vibes, good gym temperature, and very clean. Good amount of powerlifting equipment. Highly recommend checking it out if you're in the area.

Fantastic experience: Awesome gym. Has so much equipment and even when crowded - I can still get a great workout in. Steam room and it’s clean! They provide towels. For the price and the extended hours - you can’t beat this!

Fantastic experience: Coool

Fantastic experience: Clean and versatile

Fantastic experience: Towel service . Sauna . Good layout

Negative experience: No towels, pretty cramped, overall just not worth it.

Negative experience: My personal trainer disappeared when they know we might not sign up for more, while we still have sessions left unused

Fantastic experience: First time visiting Crunch Fitness in San Mateo. The experience was excellent. Yasmeen , the Operations Manager, and Arturo were extremely friendly and helpful!

Negative experience: When you see a Crunch that is labeled "Signature", assume it is older and less well equipped than franchised locations. Paying $10 for these locations when Crunch sells an "all inclusive" membership is frustrating. Not the best value in my opinion. but got the job done.

Fantastic experience: Very immaculate, gym workers keep it up. Spotless everyone shares machines cleans up after themselves for the most part. Pleasant environment best in the Bay Area that I’ve been too.

Negative experience: I GOT INJURED during my personal training with Kent. When I asked him to help me, he just left me alone. I had the worth experience in my life training at Crunch. I purchased 22 sessions at this gym and had three trainers during three months. Trainers are absolutely unprofessional and ignorant. As a result I didn’t meet my results and was injured. Please, choose other gyms where trainers and staff are professional and humane.

Fantastic experience: It wasn't supposed to be my go to gym -- but somehow I absolutely love going there ! It's clean, it's large, great employees !! The only suggestion I have is - get more kettlebells please! I don't think there is enough range...

Positive experience: Came here for 2years, it’s always been Clean and well kept. Now it’s IMPOSSIBLE to get a squat rack (I’ve done entire workouts waiting for a squat rack to open up). If you value training legs / back def not worth the “signature” membership fees

Negative experience: I attended Crunch Fitness in San Mateo for a few solid months and absolutely loved it there. I give the gym facility 5 stars. However, one day someone broke into my locker in the women’s locker room (yes, it was locked with a combo lock). My wallet containing very important valuables (my passport) was stolen from my gym bag. I know they have signs saying the gym is not liable for any lost or stolen items but I decided to let the front desk know anyways. The guy working just apologized and said there was nothing they could do. I went home feeling absolutely defeated. I called back the next day and spoke with someone new, he said they could in fact file an incident report for me and that they should have the moment I notified them! Either way, I knew I would never see my wallet again but it just sucks. The gym is my safe place and it just so happened to be the place where I was most violated. Who knows if it was an employee or a random gym goer. Either way, it was all bad intentions and I had to cancel my membership. I couldn’t get myself to go back, I even emailed for a refund for the following month (that was already billed) but I got no response.

Fantastic experience: Had such a positive experience here! Jade (General Manager) gave us a fantastic tour of the gym. The equipment is all incredibly new, and there’s ample cleaning equipment to wipe down the equipment. I loved that there were plenty of squat racks and deadlift platforms. Love this place!! I’m coming back!

Negative experience: Had a massive issue with the canceling of one of my memberships - instead they just added an additional membership to the account. I now owe Crunch $1,000's of dollars. Always out of towels, and the warm water is spotty. Staff is super nice though!

Negative experience: Edit: This franchise is a bunch of thieves. Had to cancel my membership due to relocation. Seemed like an easy and clear process and asked ahead of time what fees I would be charged. Keep being incorrectly charged and getting no answers from management. Ridiculous Honest review as someone who's been going here for a few months: Pros: - The gym is super clean - The staff is very friendly - Well conditioned, even on the hottest days you won't feel the outdoor heat - Lots of sanitizer and cleaning wipes - People are pretty good at re-racking their weights, not too many offenders - The extra classes are great, and don't cost anything. - Lots of free parking available, both outside and in the shade Cons: - There's only 3 deadlift racks and one squat rack, which are almost always occupied. People can spend a little too long on the deadlift racks, and practically all these racks are always occupied, even at non-busy hours - The layout is really cramped, especially in the free weight area - This location is almost always relatively busy, only good times are weekends or before 12 on weekdays My advice would be to please get rid of some of the cardio machines/treadmills or other machines that no one uses. Get more squat racks. There's an entire lower floor with so much potential for space to be used. But I understand this is a commercial gym and that this is an intentional strategy for them to make more money with, despite the fact that you can see most people at the gym these days are using weights.

Fantastic experience: This gym is awesome! Probably the nicest crunch I’ve been too as well. I very much appreciate Jade for running a smooth CLEAN gym! 10/10 recommended since it has ALL the bells and whistles you need!

Fantastic experience: We signed up about a month ago and it’s been good so far. The gym I feel is clean, I was see the cleaning staff making rounds and making sure things are sanitized. The Zumba classes are fun and a great way to burn calories. We did have a security incident unfortunately, where my partner’s belongings got stolen from the locker room. One of the staff members found the bag and immediately contacted my partner. They called right when it was closing time, but they were willing to wait for him to retrieve the bag. So I felt they really do go above and beyond to help gym members. Thank you.

Fantastic experience: I have started working with Leona as my personal trainer immediately when I signed up with the facility (it’s super close to my office). I am 8 sessions in and it has been great so far. She will push you to succeed, while being mindful of your comfort level and any exercise limitations you might have. I found her to be responsive to feedback, flexible in terms of both scheduling sessions as well as their content, and overall great workout partner. The facility itself I love too - tons of equipment, clean and overall nice environment. Good choice!

Fantastic experience: Out of the several chain gyms in the Bay Area, San Mateo Crunch fitness is by far one of the best, on many levels. First, the facilities are clean!!! I get grossed out really easily if a gym is sweat stained or stinky, but during the hours when I was working out, I saw people cleaning the floors and machines several times. The machines I used appeared well kept and not sticky. There’s tons of equipment upstairs and downstairs, and I didn’t have a problem finding open machines. There are complimentary towels that are replenished regularly, which is great perk. The music is pretty good too, if you didn’t bring earbuds. Last but certainly not least, the managers and associates were incredibly accommodating and friendly. Jade and Yasmeen were so nice and flexible and I can’t thank them enough for their hospitality. Definitely recommend this location for anyone looking to join or switch gyms. Also, there’s good parking.

Negative experience: They never followed up with me after I cancelled my membership (due to a move) which is quite frustrating. I emailed the Operations Manager multiple times. Due to a lack of response, promises that had been made were not at all kept. Could you please respond? Gym was nice when I was there, so there's that.

Fantastic experience: This gym is the most clean gym I have ever been to around this area. The cleaning staff, Alex is the most hard working person I have ever encountered. I sometimes see staff just looking at their phones while there are no towels available for people and piles of clean towels are just sitting next to them. The photo is Alex cleaning up the entire air way. I seriously haven't seen anyone working this hard. When Alex is not at the gym, the gym starts getting filthy pretty quickly. He is the true star at this gym who really cares. I want the owner to know he should get paid more than anyone else working there. He makes the gym where I want to go everyday.

Positive experience: It was pretty nice and very clean, but the lighting upstairs and the music was making me sleepy tho thanks anyway, since we are not from that gym...

Positive experience: Eu gosto dela super limpa ,organizada e bem agradavel

Fantastic experience: Me gustaría ir

Fantastic experience: Just do it

Fantastic experience: Staff are nice, equipments are ok

Fantastic experience: Cleaning crew is the best during covid.

Fantastic experience: Clean and sanitized. Not too crowded.

Fantastic experience: Love the gym! Well maintained and great location!

Negative experience: I would put a zero star if there is an option. The staffs there are dumb especially the sales person.

Fantastic experience: Staff and gym is amazing. Jade was extremely helpful and great equipment in house. Enjoy being a part of this gym and definitely recommend to anyone in the area or in town visiting

Fantastic experience: Friendliest staff ever. When me and my friend went there looking for a tour, they were extremely nice and offered us one. Jade helped us through the entire process. 10/10 would recommend.

Negative experience: Hidden fees that are not disclosed, extra charges that are not refunded even after 3 months. You need to follow up week after week... They should replace J…s L.. ti. He’s incompetent for his position and is mostly responsible for us canceling our membership. He first was not honest about the cost and fees about adding my partner to my membership. Their system was down. He described the terms and conditions and did not mention any fees, only an additional charge each month for an add on member. To our surprise there were extra fees and an extra charge due to a system error for which I was not refunded. I’ve never seen the contract or the refund after 3 months. We were fed up with the incompetency and decided to freeze our accounts. We were told that our account was frozen but then we were charged the next month and learned that there is an extra charge for freezing - which again he did not disclose even when we specifically asked. It goes on and on.. It’s an OK gym and other staff is nice.

Fantastic experience: I would like to give a big shout out to Jade Castro for helping us renewing our gym membership. At first, we were all hesitant to renew as Crunch has increased drastically membership and other miscellaneous fees lately. Jade has worked out a prepaid program for us. The rate he gave is reasonable so we signed up immediately. I know we will definitely take our business else where if Jade has not gone out of his way to accommodate us. He was professional, patient, thorough and efficient. He made it clear that he valued and appreciated our business. Thank you, Jade, you are an asset to Crunch organization.

Fantastic experience: A very decent gym for the cost. Equipment is good. Even has a heavy bag and cool cable machines. Though in the busy times (5:00 PM - 7:00 PM weekdays) the free weights are less available. Friendly managers and staff. It's my escape and change of scenery. Nice views at times BTW.

Negative experience: Recently, I would have given Crunch 5 stars: clean, good location, great equipment (current, kept up, rarely out of order). Now? 1 star for customer service and indifference to members. For context, I'd been a member since Crunch replaced Gold's about 10 years ago. I always paid my membership up front, and I always renewed the max. When it was time to renew, I was very happy with the renewal package, but I needed Crunch to adjust the renewal date (they hadn't updated it to reflect frozen time - I was told this was a known issue). It took weeks of back and forth, via email and in person. Incredibly frustrating. When it was finally straightened out, they informed me - for the 1st time - that the offered renewal rate was expired. At no time had they indicated there was a deadline as we worked through the adjustments. To add to it, the new rates were more than DOUBLE and TRIPLE what the initial renewal had been. I asked them to honor the initial renewal offer, as the delay had been on their end, due to their lack of updating contract dates accordingly, but there was no interest in working with me. Nor any acknowledgement of a decade plus loyal member. They're losing people - I am not the only one. Time to move on.

Fantastic experience: Gym is clean and the General manager Jade Castro is the best person I’ve meet ! He handled the issue I had with my membership so well I was about to not come back to the club but he was above and beyond ! This guy deserves a raise otherwise he is gonna be hired by some random tech company at any moment

Fantastic experience: New member. I really enjoy coming here and is my favorite gym to date. It has good value for money, so is a good mid-range gym. The facilities are good and spacious, with all group classes included in the membership fee. Other members seem nice and keep to themselves, making me feel safe. The locker rooms are clean and I like the steam room.

Positive experience: Really nice gym and location. Equipment is old but clean. I am giving three stars only because of the older equipment. They have steam room but it would be nicer if they had steam and suana.

Fantastic experience: I have worked for 2 different gyms in my life and this place has better equipment than both! Very clean. Very friendly. Worth the monthly fee for sure.

Fantastic experience: Really good gym & location - super clean with showers and great equipment. I used to attend their group classes regularly and they're very good. I also did personal training sessions with one of the trainers - Daniel Janoska, for close to 5 months which was excellent. I would have definitely continued with him if I hadn't moved out of San Mateo. Totally recommend!!

Fantastic experience: Clean, top of the line gym closed to the airport, and easy access from the freeway.

Fantastic experience: Clean, friendly staff

Fantastic experience: Great

Positive experience: Nice place to work out

Fantastic experience: Friendly service

Fantastic experience: I love Erick’s good mood!

Fantastic experience: Good gym.

Fantastic experience: Very clean and amazing staff good selection of equipment.

Fantastic experience: Best in the Bay Area. Clean and always have a nice vibe.

Fantastic experience: Great gym! Clean , new machines ..

Fantastic experience: I loved it has a steam room,A tredmill and a quiet room that I can bring my nintendo switch game ring fit adventure.

Negative experience: 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

Negative experience: Terrible customer service, I felt like I owed them. Absolutely not my gym. Specially in this hard covid time.

Negative experience: Well I enjoyed the gym up until the point where I had a manager threaten to cancel my membership for not wearing a mask in the LOCKER ROOM.

Negative experience: They were keep charging during pandemic when they were closed. When they reopened, I tried to cancel my membership several times. First I called the gym several times and requested to speak with someone. They say that managers are not available at the moment, they get all my information but no one calls me back.I tried sending emails, but no luck there either. Finally I went to the gym directly and filled the form. Now my membership is supposed to be canceled, but then I am keep getting charged.

Negative experience: Should be a 0 star review for a very poorly mishandled situation by the "manager" Tamara Vinay. Receiving a "sorry this slot is not available" message as soon as booking window opens. I have opened and closed and quit the app, refreshed the the app, chose the correct location and trouble shot every potential method. Additionally I checked in with the front desk person around 830 am the day of the 6 pm class I was attempting to book. the front desk associate said I could just come to the class and because it will not fill up. Upon arrival, approximately 530pm, and the error message still displaying when trying to book, I took the advice of the morning person's suggestion. However the rudest "Manager", Tamara Vinay would not allow us to sign up nor did she offer any assistance to print the sign up sheet or give us any relief we could get into class. she was rushing out of the door and adamntly telling us we need to email her to get into the class, also without even handing us a business card or providing her email, she was rude, out of line and had zero concern or service to her loyal and paying members. this is a disgrace and an outrage. I have lost my patience and respect for this gym.

Fantastic experience: Member with Crunch Fitness and I can attest that this is the best gym in San Mateo by far! Membership, staff and services provided are amazing and make the experience great. Clean gym, flexible membership prices and options and great service !!

Negative experience: I think they are still trying to figure this out!! I'm curious to see how long they will take to resolve this. My first contact was in March 2021. The latetest info will be on top. 10/2/2021 Message exchanging with robot. Each reply recreates new ticket!! See photos. 9/7/2021 I sent a follow-up email. Hopefully, someone's doing something aside from promoting a free trial. 8/27/2021 I forwarded a copy of my request to San Mateo Crunch upon request. I am still waiting for the result. Original review: Members beware!! I have been trying to cancel the membership since March. Last Thanksgiving, I moved over 160 miles away. I emailed them in March and got the acknowledgement email reply but they still charge me. I'm on month-to-month plan. However, because they have my credit card on file, they hold my credit card hostage and charge me every month, religiously.

Negative experience: I canceled my membership on December 17th because I was moving out of state. I submitted my proof of address change to refund my membership over 8 weeks ago (I paid cash for the year). I called and spoke with Eric several times and have written three messages to Tamara Vinay and copied the corporate customer service email on the second and third messages. I have not received one response. Completely unacceptable after Eric telling me over and over it was being taken care of. Takes two seconds to send an email with an update.

Negative experience: I have emailed the GM Erick Draque 5 times since March 22nd, 2021 about cancelling my membership at Crunch because I've been unhappy with the quality of service at Crunch San Mateo. I joined on March 4, 2021. I have all copies of emails available for review. I have continually asked Erick for confirmation that my membership was cancelled and asked for when my last day would be. I have 4 unanswered emails of Erick completely ignoring my request for cancellation as well as my request to escalate the issue to the correct personnel. I refuse to be charged another day for that membership - it is an absolute shame the type of service Erick and his team member Thomas have provided. I called Thomas at the phone number he used to call and text me - he answered and said that it was not him and I had the wrong number. This team is a disgrace. Please cancel my account effective March 22, 2021. Please reach out to me via email for all email copy evidence and a review of your management team. 0/10.

Negative experience: Crunch does not want you as a visitor, only as a fully paid member. I used to be a member but since I began attending as visitor or through ClassPass, the manager requires a "daily waiver" to be signed. This isn't just sign & go, it's a 10 minute process that collects the same information and same waiver details every time. They require this be done each day for visitors, but not for members. Crunch is fine if you're a member but don't bother if you're a visitor. They make it more of a pain to use the gym than it's worth by making you fill out intake paperwork each time and constantly try to sell you a membership again. Not cool.

Negative experience: I’ve been trying to cancel my membership since crunch closed due to pandemic. I sent the email to the manager at this gym. However, he never replied to me. I even went to this gym from San Jose when the gym reopen, and I asked him how to cancel the membership and he said “Just send your ID barcode to me”, and I did it so many times. But he never respond back until now. I don’t understand why and what is going on. Although this gym is well equipped and I liked to workout there, I’m really disappointed with them. He doesn’t take responsibility for the job.

Negative experience: Clean facility, and typical gym management aside from Tamara. This woman has somehow ended up in a customer service management role. You get sent straight to her with any billing mismanagement issues (plenty during closures and reopenings), or cancelation requests, and she has zero patience for any amount of feedback or discussion on the agreement (which you will not have explained to you or given to you for review). It's so unfortunate to have my last impression of this facility to be interacting with somebody who has no business being in a customer facing role. Happy to cancel

Fantastic experience: Wow, I'm not a member here yet but I will say I came away very impressed with this gym. What brought me here is that I recently became a Certified Personal Trainer. I'm touring different gyms trying to get a good feel for the environment, equipment, staff, etc..., as I am trying to enter the Health and Fitness Industry as a personal trainer. Today, I decided to use my free 1 day pass before it expired. Let me say the tour blew me away. The environment is very welcoming!! It's not over crowded, the music isn't blasting, and it doesn't have that lingering stinking gym smell. It's very clean!! As soon as I walked in I was greeted by professional, friendly and courteous staff (Dylan and Eric). Eric is a former football player, we talked sports for a few minutes. Cool dude!! Dylan (who is also cool) gave me a guided tour of the gym, both upstairs and downstairs which was nice. Dylan who is very knowledgeable (might I add), went over the exercise programs they offer there at Crunch. Everything I could think of they have. Kettlebells, medicine balls, free weights, machine weights, functional/cross training equipment. I'll conclude this by saying I'm working on a budget right now trying to make room to buy a membership. Leaving there without one made me feel empty :-(

Fantastic experience: Great Yoga classes

Fantastic experience: Solid gym. Great facilities for the price point.

Fantastic experience: Awesome gym. I like it here, I can't wait for the mask restrictions to be lifted.

Negative experience: Not enforcing mask policies. Not only are they endangering lives by not enforcing this with customers, their personal trainers walk around without masks.

Fantastic experience: 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

Fantastic experience: Hubby and I workout here every week! Nice amenities and good trainers and classes. Fair price and so well located near Whole Foods. Gets busy but not on late nights or weekend mornings.

Negative experience: Great GYM. I love going there. I wish they would move the weights down to the bottom floor, so the building and the floor doesn't shake violently as much when people decide to drop a few weights on the top floor. Just a matter of time until someone will get hurt, Ouch.

Negative experience: No temperature check. Masks optional. At least 1/2 of clients on 2nd weight room floor don't wear any and are not carrying any. Many don't social distance. Equipment is placed a few feet from each other making it impossible to social distance. COVID 19 is spread by droplet and probably aerosol. Makes no sense not to require masks at all times. Communal disinfectant bottles that everyone touches. Makes no sense to spray down equipment with bottles that everyone touches. Manager never leaves office for good reason... Dr. C.

Negative experience: COLLEGE STUDENTS DO NOT GO HERE! The majority faculty here are extremely lazy and are incompetent at their job. The gym is most often dirty and unsanitary while the staff just talks to each other. It is expensive to go here and not worth the price for what you get. I tried cancelling my membership multiple times when I went back to school for the semester and although I filled out numerous forms confirming my cancellation, their staff did not process the forms, resulting in me being charged for months. Then when I recognized the charges while I was at school, they wouldn’t allow me to cancel my account until December when I got back from school because of their bs policies. Do not go to Crunch in San Mateo unless you want to be scammed.

Fantastic experience: 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.

Negative experience: Short version: unavoidable hidden charges, I was charged 14 months of prorated annual fee for 40 days of gym usage. I 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. They 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. I 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. I 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. I 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. For 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.

Positive experience: Been working out here for the last three years. Spacious gym, nice trainers, plenty of parking, convenient location.

Fantastic experience: Soy gues del lugar todo muy limpio y ordenado