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| - UPDATE 7/10/15: I'm happy to report that the studio manager Matt contacted me today and we were able to get this all resolved, no more confusion, no more misunderstandings. It makes me very happy to report that the new management (sounds like the management from back in April and May when this all began for me is no longer in place) is on the right track and will prevent things like this moving forward. Definitely changes my opinion and makes me feel more confident about the Madison location and OTF as a whole. Thank you again, Matt!
Original Review 7/9/15: Please note that is not a commentary on the trainers or the workout. Those are both satisfactory. This review is solely based on customer service.
One of the worst customer service experiences I've dealt in my life. I signed up for a founder membership back in November before they opened being told they would open on March/April and I would be hearing from them. Not a word. My guess is that, because they had my work email, the emails were not passing through the companies spam filter, but no one called or anything to otherwise confirm I was being notified of facility updates. I was unaware of anything until my credit card was charged and I had to track them down on Facebook.
This next issue is my fault for not reviewing the contract terms, but 30 days required for a cancellation? Really? Tried to cancel and only pay for the one month (finances would not allow a second at the time) and the woman I spoke to, instead of canceling, helped me avoid getting charged at that moment by instead freezing my membership. I figured I would be able to come cancel during that freeze, fix this whole thing and be done with it.
Come back within the timeframe where I was a month away from the unfreeze and within the 30 days they need for a cancellation. Woman I spoke to this time says I will STILL be charged because they have to go through a billing cycle for the unfreeze and then my cancellation will follow. I tried explaining my situation, that I'm about to move across country, I can't really afford $130 for a service that I don't plan to use, and all I get is, "Sorry, but that's policy." Tried to tell her that I understood something different from the previous woman I spoke to, that we were doing this so I could avoid this whole mess, and just got another, "Sorry for your misunderstanding, but that's policy." No sympathy, no understanding of my situation, absolutely no help they could provide other than another month of service if I wanted to "relieve some stress", as the girl put it.
Bottom line, if you're not a fan of regular gyms and want someone to be your "trainer", this is a good workout. I do appreciate the workouts I got. But this company's caring about you ceases once your money gets involved. Be sure to always be clear on the terms because they have absolutely no sympathy for you if you slip up.
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