Jennifer Gessner

Review of Life Time Fitness Highland Par...

I have been a lifetime fitness member for almost 2...

I have been a lifetime fitness member for almost 20 years and have almost always enjoyed the facilities and amenities. Recently I have felt a decline in the customer service at the gyms and experienced a more high pressured sales mentality of the staff. A recent customer service incident with Claire in the corporate office has reinforced our decision to cancel our membership and prevent us from recommending Lifetime to friends and family.

We no longer live near a Lifetime and after having our membership on hold for 9 months we were charged a monthly fee (increased from last year.) A reminder email was sent, but ended up in our spam folder. I asked to be refunded the fee, but was told they wouldn t do it and that it was all in our contract. There was no attempt to make things right or even empathize with my frustration. Her tone was dismissive and condescending. When asked to speak with her superior I was told that they wouldn t take my call. At this point it s not about the money, but the disrespect and rudeness from the customer service representative-Claire. After twenty years as a customer I expected to be treated with some level of respect and kindness.

A positive interaction may have not changed our decision to cancel today, but has severely effected our view of Lifetime Fitness and what we will share about our experience with others.