This is a health club that sees its patrons as 'marks' rather than customers.
Consider its ridiculous cancellation policy: After they debited my account for a full year (during which I didn't use their services at all) I had been in the gym and informed an employee that I would be canceling after my year was over, and I was not informed of having to hand write a letter of cancellation. I discovered that I was still being charged, 3 months later. (It took me this long to discover it because i was using an account that I wasn't using frequently) I contacted the gym to find out what had happened and why they continued to charge me even after I had spoken with one of their employee's and informed him of my intent to cancel a month prior to the end of my contract. They were very apologetic at first:
(email from them)
I am really sorry for the way you were treated. The memberships however continue billing monthly until a cancellation form or letter of cancellation is sent in. I will see if there is something I can do.in the meantime, if you could send in a letter stating you would like to cancel I can get that in motion for you. Everything is documented and kept on file. We do require a signature to cancel the membership just like we require a signature to join. I would like to invite you to come in and see all the improvements we have made to the club - new floor, locker room. Etc... And maybe give us another chance to help you get to the goals you wanted to achieve when you joined. Again, I am very sorry for anything that past employee caused.
After all the inconvenience that I have already been caused I still have to take time out of my busy schedule to drive to the gym and sign a paper canceling the membership. I couldn't do it over the phone, or fax. (which undoubtedly includes another high-pressure sales pitch, like the one they attempted to do in my email). When I proceeded to tell them that I was not interested in their gym any longer they sent me this response:
They prefer us not accepting cancels by fax. You can send the letter to 3202 E Greenway, Phoenix, AZ 85032. The account must be current though. The total owed is $120.00 but it can be settled for $60.00.
Are you kidding me? What a slap in the face!!! Apparently, they are not so sorry about the way this employee treated me, or his lack of informing me a policy that I am sure he was well aware of and that I could have signed right then. I am disgusted, irritated, and upset by this company because of their incredible arrogance. I'm not one of those whiny consumers who thinks the customer is always right. But why should I be responsible for someone else's mistake, or lack of customer service? Here's an example of how not to treat a customer.
Not only will Pure Fitness not get another dime from me, but I'll blab about this experience to everyone I know, I will blog if I have to. I will make it my mission to be an evangelist against this company until someone in their corporate office listens. I understand that $120 may seem trivial to some, but it is not the amount supposedly owed, it is the principle behind their actions and practices. Everyone must be informed and made aware of their disregard for their clients. Had I known that I was going to be treated this way I would have NEVER joined this gym. I am sure that I am not the only one who has had an experience like this.
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