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Review 3/10/2009
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The 24-hour access is wonderful-as are the individual televisions afixed to all the cardio equipment. I enjoyed workingout at the facility and felt that it was well equipt and maintained.
The customer service at the facility is lacking. Each time I encountered the staff, I was made to wait what I felt was an unreasonable amount of time (30 minutes or more to sign up, 25 minutes to have a new card assigned to my account). The staff spoke to me in what I precieved to be rude tones and were unhelpful and appeared annoyed by my simple questions. When I called regarding the cancellation of my account, I was told I had to come in in person from 9am-3pm to see a manager and that this was the only way that this could be done; no exceptions. When I questioned talking to the manager, owner or coporate office, I was told that it wouldn't help. The gentleman with whom I spoke raised his voice and sounded aggitated when I pushed the issue. This is not good customer service and I was disappointed.
I attempted to access the cancellation policy online and was unable to do so. It was not until I reviewed the complaints on the BBB website that I was made aware of my ability to make written request to cancel my membership. I am fully aware and take responsiblity for not reviewing my membership contract to learn how to cancel the account-however, there should be more than one way to access this information.
The overall experience was a positive one although the customer service issues make any interactions with the agency beyond simply working out a nightmare.
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