A Google User
May 24, 2018 17:34
Very disappointed and feel I was scammed due to miscommunication of staff and the supervisor. My husband canceled my membership in April in person and spoke with a guy who was working in the office. Since I was not present I am not sure exactly what was relay, all I knew is that my husband canceled in person. On May 10th I get a call from the receptionist stating our debit card payment was declined (my husbands previous card expired and he had a new one issued). I made her aware that my husband had canceled in April. She stated to me that she had no record of this and that sometimes people say they cancel but do not. She wasn't accusing me of lying, she stated that she just had to make me aware of this. She stated she would leave a message for her supervisor with notes and I would get a call the next morning. Of course this did not happen. I assumed (big mistake) that they had straightened everything out, since I had not heard from them. Never assume! On May 21st I received a letter from ABC Financial, their billing company, stating I owed a balance. I called ABC financial and had to explain what was going on, they referred me back to the gym. Once again I spoke with the same receptionist, who confirmed she remembered our conversation and stated her supervisor would be there in the morning to call me back the next day. Never received a call. Surprisingly on Wednesday May 23rd my husbands account was debited. Weird since they were unable to charge the account before. I called on the 23rd, after finding out my husbands account was debited, and left a message for the supervisor. I admit I was extremely upset, since I feel they did this sneakily. I finally get a call from the Supervisor, Laura. I will admit at this point I was upset and was trying to understand why I never got a call and how they were able to debit the account. Laura and I went back and forth, and as mentioned I will admit I was trying to voice my opinion (no swearing or anything like that, but it was a battle of us speaking over each other) and I was upset. Laura said "you know what, whatever" then hung up. I tried to call back and to my surprise my call was being forwarded. Laura should not be in customer service. I asked a co-worker to call and ask to get a name for the person above Laura. My co-worker called and asked Laura, keep in mind my co-worker made no mention of my name. Laura gave the information for the branch manager, Jeff, and said "Go ahead and tell Leticia (me) that it is okay for her to call him" then she hung up on my co-worker. WOW. That is extremely RUDE. This women should not be in customer service. I went in person to speak with Laura, since she refused to answer my calls. By the way she stated the reason she didn't answer is because she was out to lunch. I started from the beginning on why I was frustrated, mainly because I never received a call back from Laura. She stated the receptionist said that when I spoke to her I was "belligerent". I was surprised as myself and the receptionist had a normal conversation, she was actually pleasant, and we spoke twice. Laura said she doesn't call "belligerent" people back. Once again WOW. Laura should find a new profession if she cannot deal with different types of attitudes. I highly doubt the receptionist said I was belligerent, since I wasn't, I just think Laura doesn't want to deal with people. I asked Laura how long she had been in customer service, she said she used to be a manager at Nordstrom so for a long time, and I made a "sarcastic" comment that offended her, per Laura, so in the end she kicked me out the gym and said she was going to call the police. All because I told her she had horrible customer service. Communication is key and Laura has horrible communication skills.