I have never written a review before, but this was by far the worst customer service experience I…read morehave ever had. It would be negative stars if possible.
As someone in a management role myself, I have never encountered a manager as unprofessional, rude, condescending, and abrasive as Cherek.
My friend and I came in at 8:00 PM to use the advertised 5-day free pass because we were genuinely interested in trying the gym. We filled out unnecessary paperwork about our personal workout goals and schedule (we weren't looking for personal training so this didn't need to be shared), took a tour with a very friendly employee, and then politely explained that we were not interested in purchasing a membership that night because we wanted to actually use the facility first.
The kind employee warned us if we decline membership he HAD to bring Manager Cherek back over. What a joy that was. She immediately started trying to resell us on the pricing. I politely told her that changing the numbers wasn't going to change my answer--I wanted to try the gym before committing to a membership.
Her response? She looked at us and said we "seemed tight on money."
I was honestly shocked. What kind of manager thinks it's appropriate to make personal financial assumptions about complete strangers? That comment alone should disqualify someone from being in a customer-facing management position.
Despite me declining multiple times, she continued pushing the pricing. After saying "no" for the third time, I finally explained that I'm already a CorePower member paying around $140 per month and was simply looking for a gym that offered different workout options and was considering a more affordable option. Saving roughly $150 over an entire YEAR wasn't going to convince me to buy a membership for a gym I hadn't even been allowed to try. I shouldn't have to share that information but was forced to so she would stop offering savings that I do not care about without getting to workout first.
Then the conversation somehow became an INTERROGATION She repeatedly questioned why we were there, asked about our workout goals, how frequently we plan to come to the gym and when my friend said I don't know I just wanted to work out, she responded with, "Then why are you here if you don't have goals?"
Because...we came to WORK OUT. That's literally the purpose of a gym.
The irony was that after all this talking, we still hadn't been allowed to step onto the gym floor.
Then came the best part. She told us we could only use the free pass if we scheduled another appointment with her so she could discuss membership again. We asked, "So you're saying we can't use the advertised 5-day free pass unless we schedule another sales meeting?" She confirmed that was correct and said we HAVE to set up a date time in order to use the facility tonight.
So after spending ** 27 minutes--from 8:00 to 8:27 PM** --being pressured, interrogated, judged, and repeatedly told why we should buy a membership, we were sent away without ever being allowed to use the gym.
This wasn't a free pass. It was a sales trap.
If your "free trial" requires customers to commit to another appointment before they're even allowed to work out, then advertise it honestly. Don't market it as a chance to try the facility when it's really just a high-pressure sales pitch that was unprofessional and abrasive.
I've visited plenty of gyms that are confident enough in their product to let people experience the facility before asking them to commit. This gym clearly isn't one of them.
Save yourself the time and go somewhere that actually lets you use the free pass they advertise--and where management knows how to treat potential customers with basic respect.