Craig Herkal
October 19, 2017 06:46
Unfortunately, I found that it was easy to start a membership at FFC, but very difficult to change it. My wife and I were members; I attempted to end my membership after about 18 months, while continuing hers. At first I heard from three successive South Loop employees that I would have to come in because this type of change was too complex to handle over the phone. Since that seemed odd, was not a viable option for me to meet when the right membership employees were present, and definitely was not what the guy who signed us up as members said we would have to do ("just call me" he said; yeah, right), I kept elevating the question. I finally received an email from "billing" with directions that I would have to cancel and my wife would have to establish her own membership. A few days later, she visited the club, heard from an employee that my membership had been cancelled, and provided a new credit card number to bill. However, two days later we received another email that explained that, in fact, her visit (and the South Loop employee's stated understanding at that time) was not good enough, that my wife had just managed to change the account billing, not the account itself. We would have to try again, and apparently select from the inconsistent voices at FFC the correct path to make the very simple change we sought.
It is hard for me to believe that this sort of customer-unfriendly system exists. It seems pervasive in the health club sector, even as it is fading from view in all other areas. Even cell phone companies don't require contracts or onerous hoop-jumping efforts to change the type of service an individual receives. Yet FFC does. Eventually, health clubs will change too. Disappointing that it hasn't happened yet.