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| - Hello,
I am writing this because I feel that this complaint was either not understood or dealt with properly. I have extensive background in customer service, and am less that impressed at your lack of standard as a company (or this location specifically). I signed up at this place after reading several reviews that offered a cautious approach hoping it would be different, but now I am just one of those people on a yelp! page complaining with a lot of other people about how operationally poor you are. I signed up for a membership and found a trainer that I liked at this location (and yes, I have tried other trainers). However, I was notified that my trainer Logan decided to quit the company (3 months into my 6 month contract), which left me without the trainer I felt comfortable working with. Upon my visit to this location I waited several days to hear back from someone with authority and was met with a regional manager (Hadar) who tried to avoid speaking to me altogether and have messages passed to me via her front desk employee. I had to approach her myself and ask to speak to her. Hadar then sent me to someone else within the location whom I had to schedule an appointment with just to speak to. During that conversation with the fitness director, Ryan, I was told that there was no way to discontinue services even if I was not happy with what I had been offered, which is all around poor. COMPLETELY POOR customer service. I think that it is pretty pathetic that as a female I am specific about who I feel comfortable working with and because that person I had chosen has left, I am left with a stick it out type cheer squad from your management. I would like someone to in the least acknowledge my issue, and better provide some type of APPROPRIATE plan of action or answer that is much more customer friendly. As a consumer of goods, (the reader can agree) we expect that the places we spend our money, regardless of how much of it we have or don't, we are satisfied with the purchase and if not we come to common grounds or an alternative is offered. Why this isn't a standard business practice for someone that is in the "health" industry baffles me. You promote less stress and more health but making experiences within your business, easy, and user friendly. I look forward to speaking to someone, if the issue is not dealt with I would be happy to continue to contact higher personnel until the issue comes to a close.
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