First off I would like to say Ellis is AMAZING! His customer service skills are excellent and if he worked at any other gym I would join it. Very friendly, greets members like they are family, very welcoming. He is the only reason this gym gets 2 stars (He is worth 5 stars). And I think it may just this gym.
I joined this gym because it was close to my home but most of all I had history with them from when I lived in FL. I wanted to get back into exercising routinely so I joined up and decided to go for broke and sign up for some personal training. So I come in for my free session and I'm feeling good ready to sign my money away for 12 mos at $400/mo to get in top physical shape. I was reading over my contract and I noticed something odd. When I signed up it was explained hat they would give me 26 free sessions for the years when I paid for 2 sessions a week. So to me the math would be 52 weeks in a yr x 2 times a week = 104 sessions + 26 free sessions = 130 sessions. So I text the guy who signed me up and he directed me to their personal training director Rob. So I called to get some clarification as it was the last possible day I could cancel the contract and I just wanted to make sure I understood correctly and wasn't being cheated/lied to and at the same time if I was right then it could corrected before I'm locked in. I called twice before going down there and the first time I was told he was with potential members and he would call me back, OK cool I left a message. Three hrs later nothing so I call again since I was told he was leaving at 8pm. This time I'm told he's in a meeting and he will call me back as soon as he was finished with that meeting. He later still nothing so I head up to the gym. I get there and I'm furious that he is dodging my calls. It was very shady. I get there and appears that he's getting in his own person workout which is great except he was supposed to call me back before he did all that. So he greets me, shakes my hand, blah blah blah and then he starts walking into his office away from me. I follow him into the office and from there it just went downhill. He explains that my contract caps at 8 sessions a month etc etc. So I explain well the months that have 5 weeks I would be shorted. So his rebuttal is that no month has 5 solid weeks (true but there months with 5 weeks whether it's a full week or half a week it's still there). So ok my perspective is if I'm paying for 2 sessions a week why wouldn't sessions be calculated at the number of weeks in a year and not this 8 session/4 week cap. But it's not so much the fact that they were shorting me 4 wks/1 mo in the year but it was the complete disrespect in his tone. The utter disregard that I'm a paying member and deserve a level of respect and that no one should be talked to the way he was talking to me. "Why are you mad when we are giving you extra sessions?" (He kept repeating that). I'm not mad because you're giving me extra sessions. In fact I'm not mad at all. I just don't appreciate not being told about an 8 session cap or being told the untruth and then avoided when I have questions. And after all was said and done I would've kept my membership had he not taken the attitude with me. He was a complete asshole and so I cancelled my personal training and membership (that's how furious I was). Sad because Ellis was great but my money is just as green as the most fit person in there and I can take it to one of the many gyms or independent personal trainers out here in Charlotte. I've never had a personal trainer speak to me in that way and I won't start with this guy either.
Perhaps I will try the one in Rock Hill and have better luck.