I am disappointed to be writing this review, as the facility and instructors are great, and I've never been pushed this far to write a review. I am however out of options on how to resolve my unjustified charges and feel I need to share my honest experience.
The customer service experience since day one has been absolutely atrocious. I was an early member, before the club opened, so I understand there are some growing pains. However, the club has been short staffed and lacking communication from the start. They ran through a number of managers from the start, had no working phone number, and had no administrative staff on-site available for questions or concerns. Due to this, I spoke with the owner at one point who was confrontational and suggested I read the fine print and consult a lawyer if I had any concerns. He proceeded to answer the phone while we were speaking and dismissed me.
In addition to a number of ongoing issues, I am currently in a dispute regarding my membership cancelation. They simply have refused my numerous requests to cancel my membership, which has resulted in charges for a continued membership and additional late/administrative fees. I have been working to cancel it since April and am continuing to be ignored and start over in the process.
Over the last two months, I been told a variety of solutions and answers (including threats of cancellation fees if I submit cancellation early) by multiple staff members that are contradictory and have gotten me in this situation.
I am asking for the new pending charges to be removed from my account, as I requested cancelation (numerous times) more than 30 days prior to my renewal and I am currently medically unable to attend classes.
I was finally told this would be taken care of last week, but continued to receive late notices. After a week of trying to contact them again, I was just told they will no longer be removing the charges (as though we had never spoke and agreed to it).
They make contacting them very difficult and are slow (if ever) to return emails and phone calls. It is clear that the club needs to invest in additional staffing and training to facilitate basic administrative duties.
Be advised, the club is still short staffed on instructors so classes are limited (especially evening and weekend classes that were promoted when I signed up). As a working individual who also needs to arrange childcare, this has been a big disappointment.
It is very unfortunate as I would love to return to the club next year when I am medically able to again, but due to these issues I will be giving my business elsewhere and cannot recommend them to my network. The frustrations and headaches (and time spent disputing) are not worth it. Hopefully they can turn things around to provide a better experience to newcomers. read more