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| - 04/07/2016:
I had to update my review after speaking to Nichole S the alleged location manager. After speaking with her, all I can say is 'UNBELIEVABLE". I could never have imagined someone so inept at her job. She lacks any type of customer service skills, has no ability to lead people, let alone to run a facility. I wouldn't let her run an outhouse. During the course of our conversation, she basically blamed me for the ongoing problems at HER location. The blame was on me because I didn't physically go to see her during HER BUSINESS HOURS or at least call her to inform her of the issues. I informed her I spoke to Jonathan V on several occasions about the issues and that he told me he was going to bring it up with his leadership. Yet, it was still my fault for not going to her directly. Not HER FAULT for keeping the lines of communication open with her team or HER FAULT for not enforcing a policy that dictates she be made aware of any issues with members and terminating employees who do not follow that policy. In her eyes it was clearly my fault for not going to her directly to inform her of the problem - AT A TIME WHEN IT WAS CONVENIENT FOR HER!!!
I am thoroughly appalled at LA Fitness for keeping a manager that clearly lacks customer service skills. There clearly is a huge problem at this facility compounded by the poor oversight by a region manager and corporate executives at LA Fitness.
Since I am to blame for the problems at the Mesa/University location. Let me step up and do something about them. Nicky and Johnny, in the words of Donald Trump "YOU'RE FIRED!!!!" Now, let the customer service begin!
Original Review from 2/26/2016:
Horrible customer service at this location. I have been to this facilities 5 times for a workout. Four of those times, I have experienced horrible customer service. One time an employee at the check-in desk was obviously on a personal call when I was attempting to check-in. Not only did I have to wait for her to put her friend on hold, but I had to wait for her to turn around to even notice someone walked in and was waiting. Another time the lady working the desk was on what sounded like a work related call. She just sat there and stared at me while she was rude on the phone with the individual on some type of medical waiver for the gym. She finally figure out she could take my bar code and scan me in while she was arguing with the individual on the phone. Then last night, I had to wait to be checked in because everyone was in the sales area chatting with each other. I made eye contact with several individuals over there, but gossip took priority over clients. To top off last night's adventures, one of the guys cleaning the floor just about nailed me with his arm and a mop as he was cleaning the floor unaware of his surroundings. I am sure his music blasting in his ears just added to his attention for details.
Bringing up these issues with Jonathan V (sales guy) I just got a 'Sorry' with no action. He didn't even tell me he was going to do something and just never do it. Before I joined, boy was he attentive attempting to call me several times and several emails trying to get my business.
I believe most of this issues revolve around a very bad facility manager. He/She doesn't have a clue on how to lead and train people, let alone run a gym. The manager really should be fired! LA Fitness needs to hire someone that can manage the facility and train the staff on at least rudimentary customer service skills.
Overall the facility is fairly clean, but the locker room was filthy (at least the men's).
Just don't expect anything after you sign up.
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