4 years ago
Disappointed with management`s customer service du...
Disappointed with management`s customer service during my time at the gym.
I`ll split this review in 2 halves here. The first one I`ll be talking about what disappointed me, and on the 2nd half I would like to also say the positive aspects and give credit where credit is due.
I researched the gym a while ago and saw great reviews and pictures of the body changes on people that made me interested in attending this gym. Well, at the beginning everything was going well, but I recommend that the contract be thoroughly read and understood, for I was surprised to find out that even purchasing my 2 personal training sessions per week program, I still wouldn`t be able to use the gym installations whenever I wished, and would have to pay for that, which was a disappointment since I was already paying about 800 dollars a month with only 2 lessons per week with a personal trainer.
Also, I had an extra charge problem for one session and I questioned the gym about it .. There was a misunderstanding due to their app scheduling system, though I had comunicated personally that I would do an adjustment, so to avoid something like that. My issue here was not feeling heard by them, and how hard it was to get anyone there to hear my side, which resulted in an uncomfortable situation with lots of back and forth until I managed to get my deserved refund . After this little problem, I noticed the difference in treatment towards myself at the gym by the staff there. The app is confusing, it does not make clear the amount of classes you have hired for the month and have already taken ... Apps are very helpful, but sometimes can do mistakes, and sometimes as people forget to listen to the customer in person and try to understand what may have happened, and rather just went with what the app said.
Well, I stayed at the gym for 3 months and every month I was supposed to have an assessment for weighing and taking body measurements to see the results. After the small issues I previously had with them, another one came on the last day of my program. They didn t take my measurements on the last day and I believe an internal communication issue ocurred, for my personal trainer of that session wasn`t even aware that it was my last session. Overall, I always felt like it was a bit exhausting dealing with the gym. What was supposed to be a moment of transformation and self - confidence boost became something stressful.
Now I`d like to also point out the strengths, for I think that they also make up my overall experience: I was very well trained by the two personal trainers: Carine and Cora, they were excellent with me, from start to finish! They treated me very well and motivated me to the max to achieve my goal. Even without the weighing, measurement and photos, I was able to notice a a very clear difference in my body.
So in conclusion, I was upset for not having completed this final stage that the academy promised to its VIP customers! I feel like they could improve in their customer service when a problem arises. However, I must commend them for their training staff, facility and equipment.
Without further ado, this was the real experience of a client who could have been satisfied but it was not my case, with the exception of the excellent service of the two personal trainers.