1 /5 Gray Perez: I’ve been a long-time member of this gym without any prior issues. However, I’m now experiencing difficulties while trying to cancel my membership. I was informed that I must pay an additional $40 for a month I won’t be using, yet this policy was never disclosed to me upon signing up. I have no problem paying the fee if the gym can provide documentation that I acknowledged this charge at the time of enrollment. An employee mentioned there should be a form confirming this, but when I asked to see mine, I was told that due to a system change, my account had been wiped leaving no record beyond my key card number and basic info. It’s unreasonable to expect payment for a policy that cannot be substantiated with proper documentation. I’ve learned that others have experienced similar issues, which appears to be a result of poor record-keeping. I requested to speak with a manager, but was told I could not contact them directly and would receive a call instead, which i understand. I run a buisness myself and can understand the challenges but the lack of customer service and ownership is awful. I have yet to hear back. It’s disappointing that employees are left to handle these situations without support, especially when they themselves are unsure of the process. I’m still waiting for a response.
