I’ve been a member at Lifetime King of Prussia and have to say the customer service experience has been deeply disappointing. My biggest frustration is that management simply does not listen to member feedback. When you raise a concern or complaint, it falls on deaf ears — and it doesn’t get better as you go up the chain.
I’ve tried addressing issues with staff, then escalated to higher-level management, and the response has been the same at every level: indifference. There’s no acknowledgment of the problem, no follow-up, and certainly no effort to make things right. It feels like complaints go into a black hole.
For the premium pricing Lifetime charges, you’d expect a baseline level of professionalism and responsiveness. Instead, the entire management team seems untrained in even the most basic principles of customer service — active listening, accountability, and follow-through. A facility is only as good as the people running it, and right now, this location is being let down by leadership that doesn’t seem to value the members who keep it running.
I’d encourage the management team at this location to invest in some real customer service training, because what they’re doing now isn’t working.
Claim your business profile now and gain access to all features and respond to customer reviews.
