Nice facility but terrible management. Not worth the headaches. Spend your money elsewhere. Several times over a 1-yr period they messed up our account and would blame us.
1. They advertised on their website about a deal where two people would get a special price to try their facility. I believe it was two people for $99 with unlimited use for two weeks. A young guy and girl were friendly and helpful but said they didn't see this promo in the system. I showed them their website to verify and they called management to see about getting it for us. This is when the manager entered the picture. She was very rude from the start and said it was old pricing and that they meant to take it down some time back but forgot. I happened to know the President of the company so I asked if we could speak with him. He was super nice and said yes, that's not a problem. He took care of us and everything was great at this point!
2. Since we enjoyed the 2-wk trial, we decided by buy a $400 package (20-pack red light and 20-pack sauna). They sold us a combined package under one name per their recommendation, then the manager decided she would charge us a one-time use (2nd person fee) on the next two visits. (I think it was $20 or something like that). When we called and asked about it, the manager said they never sell that package combined even though the young man sold it to us that way. We were told that no one should have sold it to us that way. So we asked if they would split our account then to quit charging the additional person fee. The manager said it couldn't be done and that we would have to purchase another package to avoid that. I asked for the President again, and the manager stated it was impossible to split it. Reluctantly, she went in the back to get the President. He immediately said they could do it, and it would be no problem. So, they split our account. And because the President was so nice, we asked to buy a $300 gift card on the spot to give to a friend.
3. Then comes February. We get a random email stating our remaining 20-pack sauna and 20-pack red light would be expiring in 90 days because of a 1-yr expiration date. The million dollar question that the manager refused to answer...how come no one told us there was a 1-yr expiration date when we bought this package? A nice young guy sold it to us and never said it expired. "Well he doesn't work here anymore." Ok, is that my fault? "Well I'm sorry, that's just the way it is. There's always been a 1-yr expiration date." How come you didn't tell us this when we bought it? "There's nothing I can do. That's how it's sold to everyone."
I decided to call after receiving another email about it a month or two later. A nice young girl said, "You have 6 saunas and 13 red light sessions left. They may not necessarily expire on 5/16. I'll talk to the owner or the manager about it since sometimes they disregard the expiration date for certain people." Well I guess we weren't "certain people." The manager was very rude and ugly and said it's not her fault and that the 3-month notice was plenty of time to use these remaining sessions.
We give up at this point. Nice facility, but they have some work to do. If the manager wants to stick to her guns about a 1-yr expiration date, then do at least one of the the following recommendations:
1. Have your employees tell customers up front there is a one-yr expiration date.
2. Advertise the 1-yr expiration date on your website.
3. Have it stated in your pricing pamphlet.
4. Apologize for the miscommunication and extend it a couple of months. We probably only would have had time to go one or two more times anyway so it wasn't like they would lose money. read more