Yikes- what a bizarre and disappointing experience. Prospective members beware that this facility…read moredoes not honor their own membership terms- nor do they upkeep or maintain their fitness center.
We were happy members of TTR for about a year and a half. The outdoor facility is (mostly) a beautiful and well-maintained facility for tennis and pickleball. The pool is great.
Our dues have over doubled since joining- from $85 for a Pickleball membership for two, to now $160.
I am totally fine with raising prices as amenities increase- however, TTR is not maintaining the facility. Their (already small, always dusty, and limited) fitness center has deteriorated dramatically recently, with at least one (out of three) popular treadmills out of order for the past 6+ months- including one of them for several months at a stretch with no ETA. More recently, 2/3 have been wholly removed after breaking down.
I visit once a week for weight training, and we play pickleball once a week- however, I primarily maintained this membership due to the previous availability of treadmills. We clean up after ourselves and are respectful of equipment and shared spaces.
In January, two of their treadmills broke- meaning that if you go to the gym, odds are you will have to either use a weird niche elliptical (theirs are not modern or appealing) or do something else entirely.
The straw that broke the camel's back for us was that we politely asked to hold our membership for two months, submitting our request via a dedicated online membership hold request form- an option clearly available, with a nominal hold fee, in their membership terms.
The staff, who we'd always found to be friendly enough in person, was abrupt in immediately informing us that holds do not exist (it is a dedicated request form on their own web site...?), telling us to instead terminate our membership.
I shared a screenshot of their own policy, within their web page, thinking that they were mistaken or confused, to which they responded that holds are only for post-surgery or due to injury with a doctor's note. This is very clearly not the case within their own terms and conditions- see screenshot. They specify only that a hold *can* be extended beyond 3 months if due to injury, but not that it is a pre-requisite for a hold.
I asked for additional clarity in where this is indicated, and for them to please revisit my request, again respectfully, and my initial question was ignored- the second attempt to follow up when ignored was met again with only the link to terminate the membership. Zero response from there, despite a final attempt.
Ironically, I have an injury requiring an impending MRI which prevents me from fully utilizing the benefits of this membership- but the attitude and immediate abrasiveness from their staff left such a gross taste in our mouths that we did not bother to disclose this.
What a fascinating business model, pushing your members to quit and stonewalling when asked to answer basic questions regarding your own policies.
We will gladly take our business elsewhere and share our experience with others as a cautionary experience, as they seem to desire their current members do, but man, what a trip. I wholly do NOT recommend TTR for the poor upkeep of the fitness center and bizarre, poor customer/member service.
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Editing in response to the GM, who I have also messaged directly with additional information and the offer of forwarding his staff's emails in case helpful:
My dues did not increase $75 within a single month, nor did I state that they had. That increase from $85 to $160 (for a couple) took place in increments over the course of a year and a half.
I had no complaints about this until the fitness center fell apart and the customer service experience revealed itself to be a disaster. Price increases over time are expected if a place is maintained properly (*if), especially with the pool opening.
However- I am not going to the trouble of holding or paying for a membership in the future at this establishment considering the poor member experience and customer service experience. I did not mention my injury, because no policy available to members indicated the need to.
My advice for management:
Maybe invest in hiring staff that isn't chasing your membership out the door as quickly and rudely as they can?
