My family has been a Y member for several years, and we placed our membership on hold for six months at the front desk. After the 1st month of paying a $10.00 hold fee, which we agreed to, the Y Desert foothills charged my credit card $95.00 for this November. When I called to explained the mistake and asked for a refund, they stated our paperwork shows that you placed your membership on hold for one month only and we cannot help you. I placed my membership on hold for six months thru a computer kiosk, not via paper. Regardless of where the mistake was made, this organization was unwilling to help or provide credit. HORRIBLE CUSTOMER EXPERIENCE and let's do the math: The Y could care less about customer experience and just lost the following customer:
Over the last 5+ years, we have spent the following at the Desert Foothills YMCA $1080 to $1140 per year. So times five years over $5400 in total. Over $95.00, really?? The membership director Lindsay Combe was unprofessional and stated, "if we do this for you, we would have to do this for everyone and we go by what the paperwork say." Wake up Lindsay and have a clue! People and computer systems make mistakes all the time and your stance is unbelievable. As of today, I canceled my family membership and will have to dispute this charge. Avoid this place; Desert Foothills YMCA does not value long-term paying customers or providing any reasonable customer service.