Complaints

• Initial Complaint

  08/07/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I have been a member of this gym and it is $45 a month and it is extremely outdated. The sauna is disgusting, it looks like it hasn&#**;t been cleaned. The step machines weren&#**;t working as well as the ellipticals. They have 6-7 treadmills and only 2 of them were working but they&#**;re both very cheap looking. I contacted customer service and requested my money back and I was told I just don&#**;t know how to use the equipment and would not be getting a refund.

  Business response

  08/21/2024

  Dear BBB, 

  We have been in this family business for over 20 years and have some clients who have been with us since the start. I have not had a complaint since taking on ownership three years ago. We never had anyone complaining about there should be cup holders on gym equipment. Its a ridiculous statement. There was a panel off a stair stepper and it was reattached in 10 seconds after being made aware of it. She should have come to my front desk and told me in person that she had an issue and I would have been more than happy to resolve her issues and help her out. I dont usually do business communication through social media. So I missed to follow up with her. We checked the treadmills and theyre ok, one was simply unplugged for a reboot. It is a very subjective statement that some of them look cheap. Were a small family business and for obvious reasons cant compete with the likes of Planet Fitness. We do the best to provide a service for our hometown for people who are not able to drive across the river to Planet Fitness. We dont have a clause that people can ask for their money back after theyve been using the gym. Some gyms require a down payment/deposit but we dont in order to keep the costs for our members down. We also dont enforce contracts to lock the customer in for one year like other gyms do. We always thrive to do everything in our power to make our clients feel welcome and we also accommodate to any special needs and requests as soon as theyre presented to us. 
  I wished that this client would have stepped into my office to inform me of her issues before she filed a complaint. Im saddened by her lack of seeking resolution of her needs from me in person so I could have accommodated her instantly and fixed the issues.

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