Review Time
The sales team insists that cancellations can be made anytime via the app, but that's untrue. Upon signing up, I didn’t receive the contract and had to request it multiple times. Cancelling my membership led to delays in email responses, and even after using the cancellation link, confirmation took another week or two. Additionally, using the pre-paid final visits often results in disconnections. At this rate, the service appears unsustainable.
Sales will assure you that cancellation can be done through the app at any time. This is NOT accurate. When you sign up, a copy of the contract is not provided. You have to chase after it for weeks. Cancelling your membership results in a long wait for email responses. Even after using the cancellation link, confirmation can take another week or two. Moreover, when trying to utilize the pre-paid final visits, the application disconnects you. At this rate, the establishment seems headed for closure by mid-summer.
The service is decent if you have a skilled practitioner. Seek out those with a background in personal training or related fields. However, the business practices and customer service are far from acceptable. For instance, despite online billing, online cancellation is not an option. After six months at the highest membership level, I expressed a desire to stop future billing due to a schedule change and having enough sessions left. I was immediately told that billing had occurred two days prior and that one final charge would be processed since I signed a contract. There was no empathy or willingness to find an alternative; it was simply, 'you signed the policy.' This response was abrupt and rude, especially for a $500/month membership. The management seems indifferent to customers, focused solely on maximizing charges. The service does not justify such an attitude. Proceed with caution.
They charged me for an advanced package. Each time I scheduled an appointment, it was canceled the next day. I can't reach them by phone, and when I visit the location, it’s closed. Once, a staff member assured me he would resolve the issue, but he never did. Now, I'm blocked from making appointments. They owe me money and refuse to reach out. Avoid this place.
The location had been excellent under previous ownership, with great packages and staff. However, after a new ownership and pricing model, everything declined rapidly. Most staff left, and the once-busy location now has just one person working at a time, serving one client. I used to schedule two sessions a month, but the price has nearly doubled. Not worth it anymore.
The cancellation policy is misleading, requiring a 30-day notice. If you wish to cancel within the first month, you're still liable for another month's payment. There’s no policy for early cancellation, effectively ensuring they collect at least two months' fees through manipulation, which isn't disclosed at sign-up. I signed up on July 14 for a month, and due to injury, I needed to cancel on August 14. I was told no refund would be issued since I didn’t provide a 30-day notice. How could I have done that when I had only just signed up? They are dishonest and manipulative. I requested corporate contact details, but they claimed to have none.
After our local manager left and the regional manager took over, the atmosphere and service deteriorated rapidly! I will never return, especially after receiving a text saying, 'you signed the membership, I don’t know what else to tell you.' Yes, I did, but your service and attitude are unacceptable!
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