We have been members at this location for a while now and believe in the benefits of the therapies iCRYO offers. We have two Elite Memberships at $299/mo, and unfortunately our experience at this location has steadily declined.
When we joined, the location was open seven days a week, just like other iCRYO locations. Today, their website and Facebook still show hours of 8:00 AM to 7:00 PM, but for weeks the hours posted on the front door have been 10:00 AM to 6:00 PM, and they're closed every Sunday.
Today I tried to schedule appointments for Friday, July 3, using the app, but it wouldn't let me book. I called the store for help, and that's when I found out they would be closed Friday through Sunday for the holiday weekend. I completely understand being closed on July 4, but I was surprised they were also closing on Friday, which isn't a holiday.
The limited hours are another issue. Being open only from 10:00 AM to 6:00 PM during the week makes it very difficult for people who work traditional business hours to use the memberships they're paying for. Most working adults simply can't make those hours consistently.
I was also disappointed by my interaction with the new manager a month ago. I was told I could no longer call to schedule appointments and would need to download and use the app instead. While offering an app is great, I don't understand why existing members can no longer call the location if that is their preference. The conversation was not particularly friendly or customer focused.
Between the reduced hours, unexpected closures, scheduling difficulties, and decline in customer service, it's becoming harder to justify maintaining our membership.
I hope management updates the online hours to accurately reflect when they're open, offers hours that are more practical for working adults, and places a stronger focus on customer service. Those changes alone would make a big difference. read more