Ekaterina Dontsova

Review of Palo Alto Family YMCA

Stone age in online service. Staff on reception is...

Stone age in online service. Staff on reception is not helpful.
The story: they charge my membership from credit card every month. I never received any receipts for this on my email. I have fitness reimbursement program in my company that allows to reimburse certain amount of money for fitness membership, so when it comes to date to apply for it, I started to find a way to get my receipts for last several months.
First I looked for something like personal account on their web site, I was sure that I can simply register and get access to all my receipts as it is a standard thing in the morden world. It turns out they don't have such a thing and I asked on reception if they can print receipts for me. They gave me a form to request this information that I should fill out.
The next day I was in the center again and decided to double-check if they emailed it to me as didn't receive it and my email address was written on the form by hand so there was a chance of mistake when reading it. They said it takes two week to do it! Two weeks! Can you imagine that such a simple thing that normally takes 5 minutes requires 2 weeks to be done? I asked is there more simple and fast way to do it. The answer was "no because our admin only works once a week and she is not only here for your emails".
I can't believe that such a serious service with wide network of locations doesn't have any other ways to get the simplest thing done except for saying you wait for two weeks as the only person who can do it is a misterious admin! In the case of there is a mistake it will probably take them another two weeks to correct it, that for me means I will skip reimbursement window. It is just ridiculous!