During our initial tour, an employee explicitly informed us that we could register as a household of three--a claim that is well-documented via email and consistent with the options presented on the Lifetime website and app when signing up, which allows for up to four members per household. Why would the website/employee allow for this if it is against policy?
After having already signed up, Darrell, the concierge lead, approached one of our household members as she was entering the gym in a manner that was both demeaning and belittling. He informed her that she could not be part of our household and proceeded to remove her from the membership without any prior warning. This encounter not only undermined the initial assurances we received but also left her feeling unjustly blamed for acting in accordance with the guidance provided by your staff.
Despite our requests for clarification and a fair resolution, the only alternative offered was for her to obtain an individual membership at a higher cost--an option that is financially unfeasible for us. Throughout this process, we received no acknowledgment of the frustration caused or any form of apology. The only 'assurance' given to us by Darrell was that he would "deal with whichever human told us that". So weird.
As a result, we find ourselves in a precarious situation. We made the decision to cancel our previous gym membership based on the understanding that we could enroll as a household of three with Lifetime Fitness. Now, we are left feeling defeated and uncertain about our next steps, having lost out on time, money, and energy.
I also scheduled a personal training assessment with Naeem. From the start, Naeem appeared more interested in promoting his services than understanding my specific goals. After I communicated my hesitation to commit to a $1,400 monthly training package, he responded with a dismissive text that felt more like an attempt to guilt me into spending than a genuine concern for my fitness journey. He said the following verbatim, 'So basically you're saying... You want to continue to have knee pain, miss out on playing soccer at a high level, & forget about adding 10-15 pounds of muscle mass, correct?', followed by a sarcastic emoji.
During our session, the 'physical assessments' he had me perform felt designed to highlight my limitations rather than motivate me. His comments during the sessions suggested that merely attending Lifetime's signature classes and showing up to the gym on my own would not be sufficient for reaching my goals, which was both discouraging and unconstructive.
Additionally, it was disheartening to observe that Naeem did not provide his full attention to clients during their sessions. He double books his personal training assessments with his actual clients so that he can recruit more clients. This gave me the impression that his primary focus was on recruiting more clients rather than investing in the success of those he already had.
Overall, the gym has potential, but I think there needs to be a change in culture, management, and increased transparency and accountability. My household members and I are left feeling confused, guilt-tripped, and defeated. I respectfully urge management to address our concerns, not only to rectify our situation but also to ensure that future members are treated with respect and clarity. Thank you. read more