Brandon DeArmond

Review of Max Fitness of Fort Wayne

Terrible customer service. I went in back in June ...

Terrible customer service. I went in back in June or July of 2017 to change my method of payment. At that time, I also signed my cancellation and wanted it to be implemented upon completion of my contract. So I wasn't trying to get out of a contract early or anything. I was starting up my Master's program and could use the school's gym, so I just didn't need the membership anymore after my contract finished. It is now May and I noticed that I was charged again by them. My wife normally handles the balancing of the checking accounts, I just happened to check this one time and noticed this charge. I went into the Maplecrest location and the lady working the front desk was extremely polite, but stated that since I was unable to present a receipt she was unable to help and referred me to the billing manager. The billing manager gave me a call about an hour or so later and started the conversation off with "What do you want?" Extremely cold and unprofessional. I explained my situation, and how I had recently moved and recently had a baby, which consisted of a lot of remodeling around the house, so I was unable to locate the receipt. I further suggested that they can see that I have faithfully paid my fees to the completion of my contract and have not once signed in to use the gym since that summer when I started school back up. It is easy to deduce from these findings that it is very possible that the error is on their end, especially considering how many people seem to have issues with cancelling their memberships and being charged after the fact. I also stated that from a business standpoint I understand asking for a receipt, but from a customer service standpoint you would think they would understand the extenuating circumstances, want my business and my friend's business in the future, and thus be a little more understanding with making the situation right. The billing manager disagreed and stated that I would have to come back in to sign and cancel or send a letter in the mail (which really frustrated me...why didn't they have me do this when I was in there earlier?). I asked for the number for her boss, which she replied was corporate and they don't give that number out so I'd have to contact them via the website. She was extremely cold, insensitive and provided terrible customer service. I have since reached out to corporate office via the website contact us link. I truly am hopeful that this situation gets resolved. If they want my future business after graduation, they need to make this right. If it does get resolved, I will come back and edit this post to reflect the good quality customer service that corporate provides. Until that time, however, Max Fitness will never have my business, or the business of my friend's if I have any say about it, again. As of right now, all I have witnessed is extremely unethical business practices in order to make a quick buck.