| rev:text
| - Great potential, awful manager.
I was a member at Cielo for 2 summers in a row and I loved it during most of my time there. The classes are varied, the instructors are helpful and most of all, the people who attend the gym are friendly and non-judgemental. It was not full of body builders and I never felt intimidated attending the classes. Hit Fit with Mindie (all classes with her actually) was my favourite and I found her to be a great trainer.
Another positive is that they offer great deals so the classes end up being really affordable. They also offer discounts for students which is always appreciated.
The gym itself is small and they allow too many members per class, making it difficult to move. The rooms often get overwhelmingly hot, which was also a problem. Last issue is that they often run out of dumbbells because some members will take 3 different sets, causing a lot of frustration among other members.
Honestly, if it weren't for the major problem I had with the manager then I would probably give Cielo 4 stars. Also disclaimer, the owner Mike, is very nice and ended up solving the problem after a long fight with the manager.
Ok here it goes:
I was out of town when I saw the mother's day promotion on Cielo's facebook page. The promotion was a 1 month unlimited membership for 30 or 35$ and was promoted as a perfect gift for mom. I called the studio to try to buy a month membership for my mother and I but was told to buy it online as I would need to pay right away and since I was out of town, that was not possible. The staff member knew at this point that one of the memberships was for me and that the other was for my mother. She did not say that it would not be transferable and was the person who actually told me to purchase it online. When buying the memberships online, there was no name attributed to the membership. When I returned home, I used one of the month memberships but due to my mother's knee problems, she didn't think she would be able to work out there anymore.
I spoke to a staff member over the phone and asked if I could give the membership that I had bought to a friend of mine. The staff member said that it would be no problem and would be applied to her account the following day
The next day, I get a call from the manager, Samanda who said that this was impossible to transfer a membership and that all of Cielo's staff know that it is impossible. I explained to her that on at least two occasions, staff told me it was alright. Even from the beginning, the only reason I bought both memberships online was due to the advice of a staff member. I even made the point of mentioning that the whole point of the mother's day promotion was to buy a month membership for someone else. I asked for her to suggest a solution to a mistake that staff had made and she rudely laughed at me and unapologetically said "sorry, nothing can be done".
I was extremely disappointed by the way the situation was handled and was very frustrated considering that I had referred many members to Cielo in the past.
Eventually, after emailing and calling the owner, Mike. He acknowledged the error and transferred the membership. I never received an apology for the horrible customer service from Samanda.
This review is more of a rant but with all this being said, I probably would give Cielo another chance considering how much I used to like it.
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