My family and I have been members for approximately few months, and after repeatedly experiencing the same problems, we believe it is necessary to speak publicly about the condition of this facility and the way member concerns are being handled.
Our experience has involved ongoing problems with billing, communication, cleanliness, equipment maintenance, and management follow-through.
The billing issues have been especially unacceptable. We have experienced inconsistent and incorrect billing, charges appearing after payments were made, and promotional information that did not match what we were ultimately charged. When we have brought billing concerns to the attention of staff, getting a clear answer or timely correction has been unnecessarily difficult. Members should not have to repeatedly follow up with management to get their accounts corrected.
The cleanliness of the facility is another major concern. We have personally observed machines with visible, layered dust and dirt that clearly appears to have accumulated over time. This is not simply a matter of someone forgetting to wipe down a machine after one workout. Some of the equipment appears as though it has not received the detailed cleaning and attention that members should reasonably expect from a fitness facility.
What makes this more frustrating is that these concerns have been brought to management's attention, yet we have not seen an adequate resolution. When members identify legitimate problems, management should address them--not allow the same conditions to continue.
Communication has also been disappointing. Promotions should be explained accurately, billing should reflect what members were promised, and staff should be able to provide consistent information. A customer should not receive one explanation and then discover something different when the bill arrives.
There is considerable publicity surrounding Magic Johnson's involvement with the brand, which naturally raises expectations. However, a recognizable name cannot substitute for the basics of operating a quality fitness facility: clean equipment, accurate billing, honest communication, responsive management, and respect for paying members.
After approximately five months, this is no longer something we consider an isolated mistake or a one-time inconvenience. We have experienced enough recurring issues to recognize a pattern that, in our opinion, requires serious management attention.
We pay for our membership, and in return, we expect the services, cleanliness, professionalism, and accurate billing that were represented to us.
Management needs to take a serious look at this facility--from the condition of the machines to the billing practices and the way customer complaints are handled. Members should not have to keep complaining about the same problems before someone decides to take responsibility and correct them.
We sincerely hope that upper management and ownership will stop overlooking these concerns, investigate them, and make meaningful improvements. Paying members deserve better than what we have experienced during these five months. read more
