I genuinely wanted to love this gym because the actual facility itself is very nice. The equipment…read moreis clean, the gym is well-maintained, and I truly enjoyed working out here while I was living in DC. Unfortunately, the membership and cancellation process completely ruined the experience for me and left me feeling like the business operates in a very predatory way.
Before signing up, I explicitly told the employee helping me that I was only living in DC temporarily and would be moving out of DC at the beginning of the summer. I made this very clear because I did not want to accidentally get locked into a long-term contract while living somewhere short-term. I specifically asked what would happen when it was time for me to move, and I was told that cancelling the membership would be simple and "no problem."
At absolutely no point during that conversation was I clearly informed that there would be a major early cancellation fee tied to the membership. Had someone transparently explained that cancelling early could cost me $149, I would never have signed up for this membership in the first place.
Looking back, I honestly feel like the employee who signed me up was far more concerned about making a sale and getting his commission than actually helping me choose a membership that fit my situation and needs. I was upfront from the beginning that my stay in DC was temporary, yet I was still pushed into a long-term commitment that clearly did not make sense for someone in my circumstances.
After moving and reaching out to cancel, the experience became incredibly frustrating. Instead of the "simple" process that had been described to me when signing up, I was suddenly told I needed to provide documentation proving my move and still pay a cancellation fee unless they decided to reduce it. That felt extremely misleading considering the circumstances had been disclosed from day one.
To make matters worse, trying to contact corporate/customer service has been a complete nightmare. Emails regularly go unanswered for days at a time, communication is incredibly slow, and the entire process feels intentionally difficult and drawn out. There were even initial delays because the employee who signed me up entered my email incorrectly into the system. However, despite being told that the issue had been corrected, I still continued experiencing long periods without responses to my emails afterward. I have specifically had issues receiving timely responses from Jacob Kass, Karolin Nilsson, and Alex throughout this process, which has only added to the frustration.
What is especially frustrating is that I am STILL in the middle of trying to cancel this membership over a month later. A cancellation process should not take this long or require this much back-and-forth communication just to resolve something that I was originally told would be "no problem." This entire process has been exhausting and unnecessarily stressful.
What bothers me most is not even the money itself. It is the lack of transparency during the sign-up process combined with how difficult the cancellation process becomes afterward. If a customer openly tells your staff they are only in the city temporarily and asks about cancelling when they move, that is the exact moment when the contract terms and cancellation penalties should be very clearly explained. Instead, I was reassured that it would not be an issue, only to later find out that I was locked into a twelve-month commitment with expensive penalties attached.
I do not recommend this gym to anyone. It is run in a way that I believe is a disservice to its customers. A nice facility does not make up for misleading membership practices, poor communication, and a cancellation process that feels intentionally difficult. This entire experience has been exhausting, frustrating, and deeply disappointing.
- Sophie Nduati