Long story short, the customer service is extremely lacking.
They cancelled a CC class on me last month. I was offered a refund, but I wanted to stay with them, so I rescheduled for the following month. I managed to injure my back on the Saturday prior to class. I called to speak with someone on that Saturday afternoon, but got an answering machine. I left a message, thinking they were busy and would get back to me. I tried again to reach out the following Sunday morning (8:00am) to try to speak to someone in regards to rescheduling, or attempting to keep the class with no answer. I tried to reach out multiple times after that, and finally got to speak with someone on the following Wednesday.
The manager, Joe, is exceptionally rude. I attempted to explain my situation, only to have him cut me off at every question. Stating that they were closed on Saturday when I called. (Nowhere is it stated on their FB page, Google, website, or voicemail that this was the case. Apparently they are closed every other Saturday, by the way). And he inevitably hung up on me. I ended up having my other half call back on a three way call, only to listen to him state that I had "berated" him for "10 minutes" (the initial call was 2:30). And to state that I didn't have the balls to take care of it myself.
An attempt was made to speak with the owner, with no response.
I get that they have bills to pay, but as a paying loyal customer, so do I. I was not offered any kind of "compromise". I got a halfhearted "sorry" that I injured my back partway through my phone call. The form I signed covered the initial class they cancelled on me. I was not asked to come back in and sign a new one for the updated date. I also understand that the form stated to call "prior to Friday" if I needed to reschedule. However, this was out of my control, and I tried many times to even speak to someone to see what could be done prior to the class starting. I did not want to come to a class on painkillers or muscle relaxers when I knew there was range time. read more
