I joined in March and paid nearly $1,000 upfront. At the time I signed up, I was told this payment…read morewould cover my April, May, and June gym dues, as well as my daughter's and my pool membership for the entire summer. I was also told that my monthly dues would resume in July.
Instead, I have received multiple emails claiming my account is past due and adding late fees. When I asked the employee who signed me up to provide a copy of the agreement or documentation confirming what I was promised, she refused. For over a month, I have repeatedly called and have been told to speak with Shanon. I have left at least five emails and five voicemail messages, yet I have never received a response.
When I log into the member portal, I see a balance due with no explanation. I have requested callbacks through the portal and still have not received any response.
To make matters worse, every time I go to the pool, I am stopped and told my account has been flagged and that I need to contact the front desk. It is embarrassing and has made both my daughter and me feel unwelcome. We simply wanted to make sure our account was paid correctly and avoid late fees, yet we have been treated as though we are the problem.
I eventually had to cancel the debit card I had on file after it was charged for dues that I had already paid in advance. Based on my experience, I strongly recommend not keeping a debit card on file.
This entire situation has felt incredibly frustrating and, at times, like a scam. The accounting department has failed to resolve a straightforward issue, and management has been completely unresponsive.
I do want to say that I love the pool. The staff there has always been friendly, welcoming, and professional, and the facility is clean. My daughter loves spending time there, and we plan to continue using the pool each summer--but only without a payment card on file because I no longer trust the billing process.
Unfortunately, I will not continue my gym membership because I have lost confidence in the accounting department's ability to bill members accurately or resolve problems when they occur.
My hope is that someone in leadership reads this, contacts me, explains why this has been handled so poorly, removes the incorrect charges and account flag, and finally resolves my account.