Kelsey McDonald
First, I would like to note that the facility itself is very nice and so are most of the staff. HOWEVER. Over a year ago now I had to move back to BC from Edmonton after getting hit by a train for physical and mental health support. I left on very short notice since I wasn't really planning on the whole train occurence. So, once in BC, I tried to cancel my contract. I had tried before back in Alberta however I was unable to pay the cancellation fee as I needed what I had to feed my dog. Once I was back in BC, I tried to cancel again. I got incredibly rude "customer service" from the manager. It was also very unhelpful. I called the head office. Quite confusing but I really needed it cancelled (I had more money than before but only because I am on disability here, so not much more). They outlined a very confusing process. The gm was very rude about it and treated me like a child. Later, I tried to get some clarification on the whole cancellation process. That person informed me that I would have to sign the cancellation paperwork IN PERSON. Obviously, not possible. They for some reason have to record of this conversation nor do they have any record on my next interaction (which was with the GM again). I called her. We spoke. She bullied, belittled me, and was so condescending that I ended up crying once getting off of the phone. Because of my anxiety (and now fear), I could no longer bring myself to call them. The train incident happened in June of 2019. Now, in mid July 2020, I am STILL being charged my bi-weekly payments. They want me to call the head office. They then want me to send in emailed confirmation of my desire to cancel my membership along with the $99 cancellation fee. I am NOT impressed. And I NEVER leave reviews, but this is definitely an exception. read more