You get what you pay for! More headache, less gym, less money. I have heard no response of my complaint sent to Lucille Roberts via e-mail and postal mail 04-12-03. I want to inform you of my dissatisfaction with Lucille Robertss cancellation and recruitment policies as well as their Customer Service. I purchased a membership at the Commack, NY location on 2/24.
It was my understanding that I would be able to cancel my membership at any time and the refunded price would reflect the months used at the gym. I realize now that I misunderstood the contract. At this point I am so unhappy with their lack of customer service; I don't want to even use the membership again.
I have already pursued this matter with Customer Service Manager, John (1103) via phone. I now understand the cancellation policies. But John, offered me no resolution, simply-no refunds ever. I would have been happy with anything, half the price paid-any resolution at all, a penalty charge, or at least an effort of some fair compromise.
The Customer Service Manager, John at 212) 734-9717 would not provide his last name, and he would not connect me with his supervisor and was surprisingly rude. I asked John where I could send a letter and he provided me with an address.
I have no idea if it was a correct address. I purchased the membership at Commack Lucille Roberts 6149 Jericho Turnpike Commack, NY 11725,631-462-1222. The address where sent my complaint was: Lucille Roberts, 1202 Lexington Avenue Box 333 New York, NY 10028, I was told to address my complaint to "Tony".
The agent who sold me the membership should have verbalized that there was no cancellations or at least spoken to me about the membership at all. She simply handed me the form with the aerobics music playing loudly and had me sign it.
I am not surprised that the contract I signed is confusing and I would not be surprised that I can't be offered a full refund. I am surprised that when a repeat customer has a concern and needs a resolution, a big company like this has "John" as it's only
representative. John. Honestly, I am amazed that Lucille Roberts actually pays John to represent the company so poorly.
Spend the extra money what another $100- join a good quality gym, a gym that prides itself on GOOD customer service and NON deceptive practices, and making ALL customers happy. It is obvious to me one of the main reasons the prices are so low is high turnover - I'm sure they actually count on it seems their motto is: DON'T keep the customers happy - so they WON'T go to the gym - so we can sell more cheap memberships, buyer beware!
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