The gym itself is nice and clean and never crowded. My problem comes with the management…read more
This gym is owned and operated by a single mom, which I think is fantastic, but it is next to impossible to get anything administratively done at this gym. There is never anybody there to address anything. There is a nutrition bar attached to it that is manned, but the person that works the nutrition counter does not have the ability to do anything. They always have to call the owner on the phone, which leads to nowhere and has the same result of "I'm a single mom and busy" conversation.
My card reader did not read to give me access. I called the number for assistance, which she answered while she was shopping with her kids in the middle of the day, and she acted as if I was a thorn in her side, telling me over and over that her kids were out of school and she was busy with them. She takes time off with her kids during the summers, which, again, is great, but there should be somebody that can be reached to address things during the summer when she is absent. She tells me over and over that she is a single mom running a business and doing the best she can, which I admire, but when you are a customer and cannot get the most basic of needs addressed, the single-mom issue should not be the problem of the customer.
I signed a contract in February after having the conversation with her that I was getting married in May and she said her facility is in the program of my insurance company and she would switch the contract after the marriage for the insurance company to be billed, no problem. As it turns out, her facility is not part of my insurance fitness package so I was going to need to switch fitness facilities to one that is covered. My approach to this entire conversation was, okay, fine, you were wrong about my insurance, I was wrong about my insurance coverage, stuff happens, so where do we stand on what I need to do to cancel this membership so I can move to one that is covered by my insurance. This should not have been a difficult conversation to have. I simply wanted to cancel my membership, that is all, and would be willing to pay whatever penalties she was going to throw at me, even though we were both in the wrong on the coverage issues.
I have been there numerous times trying to find somebody there to address this issue and have not been able to get anything done. I went there several times in person, nobody there. I emailed, no response, I've called and called and I finally got her on the phone and she was short, rude, and told me she would not be disrespected and "talked to that way" all the while speaking to me with a very disrespectful and rude tone and, indeed, talking to me "that way." I was not asking for a refund for the charge to my credit card after I emailed about the cancellation, which, I might add, said cancellation had to be done via email as there was no other way to do so. She informed me during said phone call that I had to come in and sign a cancellation form to which I replied, I've tried several times and nobody is there to do this. I was simply trying to figure out where we stood on my account, what it was going to take to get it cancelled due to these issues, as well as insurance coverage issues, and she told I was not welcome in her gym, then hung up on me. I was not being rude in any way, shape or form. I was being assertive and stating very simply, "Where do we stand on this account and what do I need to do to cancel it," and that, according to her, was me being rude and disrespectful.
This is no way to run a business whether a single mom or not. A business needs to have somebody on staff, or at least someone that can be reached when needs arise. In no world would I ever feel comfortable steeping one foot in this gym again and it has nothing to do with the equipment but has everything to do with the management and her unhinged behavior.
