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| - I do not like giving poor reviews, but I feel like their customer service training needs to change. I had a very bad experience this evening with one of their staff members because of his lack of flexibility and reasons. I normally ride my bike here which takes me about 30 minutes, but unfortunately I left my bike lock at home. I asked one of the staff members if I could just park my bike inside for about 40 minutes so that I could work out. He flat out said no because of their policy. I asked to speak to a supervisor, and he said it was late and they went home. He said he didn't make the policies, and he wasn't bending the rules. Now I understand companies have policies in place to protect their best interests and the bottom line.
However, a smarter company know how and when to bend certain policies for customers who have the right profitability, loyalty, frequency of purchase and long-term revenue potential. It helps protect customer loyalty and works to maximize the bottom line. It's not like my bike was in the way! I asked him if I could just squeeze it in a corner while I work out. There weren't a lot of people at the gym, but he was being unreasonable.
Because of this experience I decided to downgrade my membership from a lime card to regular since I don't work out enough at this gym. He acted like he couldn't care less, and he said it was $15 a month (What a rip off! It used to be $10). Then when it was time for him to process the change. He said he needed a credit card to charge me the fee; I told him to charge my account on file since I only brought my ID. He said and without apologizing, " I guess you're just going to have to come back tomorrow to change this."
The inflexibility and lack of care left me dissatisfied. I said in an exasperated tone "Look I understand you have to follow your policy, but what happened to customer service?"
I was met by open-mouthed, blank stares and a glance toward the counter from the policy drone and the gym gorilla standing behind the counter.
So I have decided that instead of downgrading my membership, I have decided to cancel it. I don't need the bad vibes to work out at this gym.
P.S. Has anyone noticed management didn't bother addressing my concerns? Stay away from this gym. Staff does not care. Go to Planet Fitness instead. For the same price of the black card, you get complimentary sun tan, massage chairs etc. This place sucks!
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