I have tried to resolve my issue with Urban active since last April. It is now the end of February and my card still is being charged monthly with no anticipated resolution.
When Urban Active came into town they had offered what seemed to be a great deal. At the time I signed my son and myself up. One membership for two years and the other month to month. The sales person made a mistake while signing us up and had to start over with the contracts. However when he filed them he filed the wrong contracts.
My son moved into the Frat house for college and so he contacted them to cancel his membership. He was told verbally over the phone it was taken care of.in June I find that I am still being charged and stopped in the place to get corrected. I was informed that they needed the cancellation to be in writing and that the contracts they had filed where the wrong ones (I explained to them).
Every month I called in and tried to resolve with no offer of resolution. I decided to wait for the membership to expire since they would not do anything with it or correct the membership to the right person. Funny, how when that membership expired how fast they were to call and ask me to extend... I let them know I had no intentions and also vented my frustrations on how I had been treated. This person said he would share the information and have someone contact me. (Never Happened)
So now January comes and I speak with the customer service manager, Britney. I explain everything to her and ask her why I am still being charged when it is evident that I have been trying to resolve since last spring. She tells me she understands and will be back in touch with me on what they can do. I wait 2 weeks and never hear from her so I decided to call her. I leave several messages and finally reach her. She tells me she is going to talk with her manager, Britney Graves and get back with me. I wait one week and call her and leave a message. No return call so I call back the following week (today) and reach her. She tells me she is still waiting to hear. I get her managers number and call her. She tells me she is still waiting to hear from her manager. Hmmmm Do you see a pattern here? So, I then ask her okay it doesn't look like anything is going to happen here and I don't want to be charged anymore so just please cancel the membership. She replies that she can't unless I go in again and cancel in writing. Really? After all the documentation in their file and evidence showing I have been trying to resolve? WOW!!!
I am going to stop in there and cancel once and for all. Hopefully!!!
This is some of the poorest customer service I have ever experienced. Great facilities but terrible service. Makes a person wonder are they all about the money and don't care about their customers.
I have also heard from some past employees/trainers how they left because the company had such harsh guidelines on selling personal training. Hence the reason I read a complaint online how customers felt harassed with the sales technique.
I guess it is my fault for leaving the membership open for this long of a time thinking they would correct for me.instead I was continually charged for something I wasn't using.
BEWARE of this place. Research other sites and you will see a long list of concerns.
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