Shawncy K. Mata-Carver
March 14, 2018 18:33
If I could give this facility 0 stars I would. They lack proper customer service and fail to address their clients the proper information. Not sure if this is due to poor training or they just down right do not care as long as you're locked into your contract.
My mother and I are both members and we invited my sister with a guest pass to the gym. Upon arriving to the place we get told she cannot use the facilities because she had to be 18 years old. Their guest pass says, "18 years or 12 years with parent." My mother (also a member) was next to me and I informed the staff at the desk that she was the mother. Even then they did not let my sister go in because she was not 18. So why on earth do their passes say "12 years with parent" if they will not be honoring that. As we were leaving the facility, the rep at the front desks tells my mother that my sister can go next time as long as she takes the birth certificate and they can verify through ID that she is her legal guardian/mother and that my sister can go as a guest any day of the week.
Fast forward to a few weeks later, I call just to verify that this is the case because we didn't want the same thing to happen again and she had to wait by the door as we finished our workout. The staff then tells me she cannot be a guest because she is not 18 and that guests are only allowed Friday-Sunday. Oh, but get this, she also told me that if she was a member, meaning a paying member, then she would be able to use the facilities. So I can pay for her to go, but I cannot take her as a guest for a day or two? Goes to show the company's preference to profit extra rather than meet a customers need/want.
My main issue aside from the fact that it's a bit ridiculous that a Platinum member cannot take a guest any day they want, is the misinformation that you receive. A customer should not have to feel the need to ask the same question multiple times because they want to make sure they got the right answer. The correct information should be provide the first time around. I work customer service and I know how important it is to effectively communicate with your customers.
Also, despite there being a cleaning crew, the place smells and you find plenty machines that need fixing as well. The water machine which has indicates when a filter needs changing, will last for days with a "red" light before it is changed. I mean, c'mon!
I used to enjoy this place years back, but now I am eagerly waiting for my contract to be over.