I am very upset and disgruntled with the treatment that I've received from the Lucille Roberts 5th Ave location.
When I first joined, things were never explained to me properly. I was never told what exactly my membership entailed and was signed up for the gold membership without being told so.
I was never offered services such as training on machines or an explanation of classes. Even though I didn't need the training, it still should have been offered.
Secondly, the attitude of most of the workers is unacceptable. When I toured the club, prior to joining, the girl who gave me the tour looked and acted like she didn't want to be there. One inicident that comes to mind is when I witnessed the club manager yelling at a member. What kind of club is this where a manager yells at a paying customer? I was never introduced to the other employees, especially the manager, which I think should've been done. I don't even know any of the people's names!
When I worked in a health club it was the employee's job to become familiar with members and help them. It's called customer service. Which brings me to my next point: I've never seen anyone of the employees correct a member when they're performing an exercise improperly or offer to help anyone. Basically they sit at the front desk and gossip or talk on the phone. What would happened if a member hurt themselves on a machine?
Fourth, the machines that are available in the 5th Ave club (which incidentally is the flagship location and members pay a premium to use it) are in terrible condition. When a machine breaks it takes weeks to fix. The machine are old and there aren't enough to accommodate people. There are only 4 ellipticals, one of which was broken for weeks. Half of the step machines do not work.
The appearance of the club also leaves a lot to be desired. The carpeting is old, half the time the bathrooms are out of order. The sauna was closed by the health department and nothing was ever done to reopen it. (Interestingly enough, that part of the club was by passed on my tour) We have to worry about theives. There are notes posted about not bringing valubles. What kind of place is this that I have to carry my bag around with me as I work out because I don't want to be robbed?
The most irritating thing of all are the club hours. Monday, Wednesday and Friday they open at 730am. Tuesday and Thursday its 9am. Who goes at 9am? I have to work at 9 and find it impossible to go after work. But the worst thing is, on the days the club is supposed to open at 730am, there have been numerous occasions that the person has not show up! Sometimes until after 9am! As far as I'm concerned, Lucille Roberts is NOT fulfilling her end of the contract so I should not be responsible for the remainder.
I called customer service to cancel my membership and the first person I spoke with implied that I was lying about the employee not showing up on time. I then spoke with a supervisor who informed me that I would have to pay over $200 to cancel. If I want to dispute it further I have to write a letter to upper management, which I sure will NEVER be read.
I plan on taking this to the Better Business Bureau.
I would NEVER EVER recommend Lucille Roberts to anyone! Shoddy customer service both in and out of the gym location.
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