| rev:text
| - I guess I'm the first person here to give them a bad review. Let me set the record straight first, I've only done personal training sessions at this gym and they were pretty good. What I'm writing today is to give everybody a warning to watch out for their billing system as I had the opportunity to take a deeper look into their billing system.
First of all, if you sign up for their training sessions, make sure you closely track when you actually went for your session. They have a very inconsistent system that sends you email reminders about your session next day but they always miss it. They don't send you anything afterwards either. So it's your job to track your sessions in your own notebooks. Please track them because they DO make mistakes. When I went in for a session that I thought I still had, I found out that according to their system, I already ran out. They printed out these two pieces of paper showing me my history of sessions. I had already been training there for almost 6 months but I wasn't actively tracking them so I just sat down and tried to look it through. Don't get me wrong. I was not upset because there was an discrepancy. Right off the back, I said, I could've made a mistake myself but let's compare notes. I was simply expecting something similar in return. However, both of the trainer and their sales manager gave me this "no we cannot be wrong" attitude. The trainer claimed that he only confirmed the sessions in their computer after I confirmed with him. The sales manager told me that those two pieces of paper were my proof that I was there for all those sessions. I tried to make him understand that whatever is in his system may not be correct, let alone a "proof". Then he started wondering how I'm gonna go through 6 months of history and whether I was gonna sit there for 3 hours to go through it. When someone says that to me, I take it as a challenge. I told him that he doesn't have to stay there with me and I will figure this one out. He left and I found their error half an hour later. I was out of the country for a weekend and I had canceled with my trainer a week ahead of time (by the way, they have a 24 hour cancellation policy. If you cancel within 24 hours, you don't get refunded, which I think is pretty fair). After I showed them the error, they were nice about it and corrected it for me.
Another thing you should watch out for is that they AUTOMATICALLY charge you if you paid with a credit card. I initially bought 16 training sessions and they charged me in two installment. I thought after my 16 sessions, I'd get an email to ask me what to do next. Nope, without warning, without receipt, I was charged another 8 sessions after my 16 was over. I had to find it out from my credit card bill. I feel like although I paid them with my credit card the first time, it should not give them any rights to charge my credit card without my permission or at least a notification. And shouldn't they issue me a receipt at the very least after the charge? Finding out through my credit card bill was not what I was expecting. By the way, I feel like I was very generous with them because I agreed to continue for another 8 sessions.
Last but not least, they do not tell you when your sessions are over. This one kinda overlaps with the previous one. So here's what they do and I found out from the 2 pages of account history they printed out for me, if you signed up for 8 sessions, say for 80 dollars total ($10 each session), they deduct $10 from your account balance each time. However, when the account goes to 0, they don't tell you. They let you have another session, which makes your account go to -10, THEN they charge you another 8 sessions, which again, sounds very sneaky to me. It feels like they are hoping to get more and more sessions out of you regardless of what you want. Even when I went into the session that I had but they said I didn't any more, I wasn't notified. I had to go to the front desk to ask them to find out. When I found out that their system showed no more class for me, I thought that since I was already there, I might as well do another session and figure it out with them later. However, when I came out of the change room, my trainer and the sales manager were already both sitting in front of the change room, all ready to "prove me wrong", no mentioning of maybe doing another training session for that day and deal with this after. I later on found out that their system already charged me for that day already. I'm just thinking, if the system had already charged me, shouldn't they actually suggest me to do another training session instead of just telling me to figure out the account discrepancy? It just made me feel that they were trying to rip me off. Well luckily, I proved them wrong.
Anyways, the people who work there are nice. They were very reasonable after I showed them their mistake. These are just things you should watch out for.
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