Wish I could give 0 stars.
Do NOT join THE GYM in Gahanna, Ohio (previously Next Level, Phi Strength and Conditioning now). New ownership is horrible and has no understanding of customer service. I am not one to typically leave a review or publicly defame any individual or any business, however, after the interaction I had with the new owner of this place this week, I would be doing a disservice to the public if I didn't say anything.
I went into The Gym on Aug 30 to cancel my membership (my trainer had already left, I hadn't been going, life happens right?). So I signed a cancellation form on that day. The team member there answered my questions (even went back to talk to management multiple times to accurately answer my questions/confirm their responses with management). I was told I would have 1 more monthly charge for Sept 2023, which was charged to my credit card Sept 1 (just like all past months of my membership; charged the first day of the month for use of The Gym for the month).
I was charged again October 1, 2023.
I called this past Monday and spoke to a woman that said she would pass my info and message to management and I would receive a call back. I called again a couple of times today, busy signals, voicemails, no answer. I reached out on Facebook and received an immediate response, spoke to Kevin. He told me The Gym had changed ownership and to give the new owner grace. I told him that's no problem, I get it. I just want the charge credited from my credit card (and confirmation this wouldn't happen again next month, and the month after that). Kevin said he would give my information to the owner when he got back into the office.
The owner, Rich James, called me back a couple hours later. He had my account pulled up and told me that the charge on Oct 1 would be my last charge and my membership had been cancelled. I told him that's great, but expressed my concern that I was told, in person, that I would have 1 more charge, not 2; the last charge was made on Sept 1, this is now an additional charge on Oct 1. He said the cancellation form had specific wording stating the "proceeding month" and that he initiates the charge on the last day of the month and they get posted to members accounts on the first day of the following month. I told him my account for the past year always had a transaction date of the first of the month and that the cancellation agreement stated my last charge would be made in Sept 2023. He continued to talk over me, told me "you are making a big deal over $XX", said "you say you understand me, but you aren't understanding", told me he isn't in the wrong, asked me if what his employee told me in person trumps the cancellation agreement. I told him that there is obviously a miscommunication/misunderstanding and that there is potentially a lack of training in his employees. He agreed with me. I then asked "how is YOUR lack of training of YOUR people MY problem? Why do I have to be at fault for YOUR lack of training?". He then said, in a way I have never been spoken to before, by anyone, "You are not getting the $XX credit back to your credit card."
I posted a public comment on Facebook about my experience and rather than contact me to make it right, THE GYM blocked my Facebook account. They have no time to provide quality customer service (although the owner takes time to leave reviews on other local businesses/pizza joints stating how important customer service is to him, post photos of him shopping at high end stores in NYC), but they have time to block customers on social media. Great business model.
Do not join this Gym. They will steal from you and tell you that you are the problem. If you are a member of THE GYM, first off, I'm sorry. Second, cancel your membership (that is, if you can! And hopefully they don't continue to charge your credit card month after month), and third, find a different gym that understands they wouldn't be in business if it weren't for you, the customer. read more
