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| - Let me start with saying, you WILL regret signing up. All they care is about money.
My one star goes to their customer service and their hidden policies.
The trainers are absolutely amazing, it's a fun work out and it's very motivating, very effective.
My first BAD experience:
So when I signed up with DAVID, I was told that the classes I didn't use would roll over to the next month, which was my main concern because I travel often. so I was on a trip for about 3 weeks. I didn't think to"freeze" my account because I thought the classes that I didn't use that month would just add to the next month I'd be home. Comes to find out they don't roll over.
I called and spoke to a girl named HAILEY , the one with short brown hair, she is stern and rude. I explained the situation and she said that management had changed that they didn't do that "anymore". That she couldn't help me that next time I should freeze it.
My response was "so I paid 160 dollars for nothing, when I didn't freeze it because I WAS TOLD they would roll over.
She then proceed to say I can't do anything about it.
I've worked in customer service all my life & that was not the way to handle it. And clearly there was something that could have been done.
After hanging up later That night I went in looking to talk to a manager , and I didn't have to do that because MEGAN was super helpful. SHES AWESOME. She knows about customer service, she first apologized about the situation and continued to help me out and discussed what we could do to fix the situation. She added classes to my next paid month.
So we got that situation taken care off.
I continued my membership .
I had another big trip coming up so this time around I froze account. Btw you can do anything of this through phone or computer, you have to go in to the office and sign a paper. Which is complete bs.
Once I came back from my trip I came in to freeze another month because of another trip coming up.
Now my understanding of freezing is I can do it as many times as I can, I mean I'm paying still 15 dollars to have it frozen. Well you can't '!!!
These are things that should be addressed to avoid situations like this. After the second month of it being frozen they told me I couldn't no longer freeze my account because it's maximum of 60 days otherwise, they need a doctors note. This isn't a medical issue. When I did the second freeze they should've told me like "just so you know this is the last freeze you will be able to do, we have a 60 day maximum. They don't disclose any information needed to know, they do once it's too late. This membership isn't cheap to begin to be dealing with all this issues.
I am paying a month for no reason because I won't be in town again, just to be able to cancel the membership.
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