The gym itself is fantastic...the club fees include all classes, 24 hour access, the juice bar is decent (if not loaded in unnecessary calories), it's clean, the staff is nice and can do their job effectively, and the equipment is good sturdy stuff (and the attached TVs on the cardio equipment is a nice gesture). The fact that you can go to any gym in the city is awesome, too.
However, if you ever have any kind of financial change, you're going to end up going through hell. Changing my credit card number resulted in a $25 fee as the representative didn't change it in time. I've been a member since 2006 and had to deal with their collections department for three weeks to change my CC for automatic withdrawl, and their collections/customer service people are by FAR the rudest people ever. I've never been more frustrated dealing with a company for something so routine. I DREAD the time that my card expires again and I need to call them to change it.
The facility is great, but the customer service is absolutely terrible.