For several years, I had been a member of Golds Gym in Miraflores, Lima, Peru, using the facilities when I happened to be working in Lima. The gym is located close to the apartment where I stay, so it was a very convenient way to stay in shape during my work visits. My general practice was to bike the few blocks from my apartment to the gym, work out, and then bike home.
One day, I biked as usual, and I locked my bike to the rack the gym provides in an out-of-the-way place visible to the street but not visible to people in the gym. Unfortunately, a criminal managed to cut my lock and steal the bike. I complained to the management, but the only response I got was to read the sign above the rack that states that the gym does not assume any responsibility for personal items.
I said to the person who told me that, Yes, I understand that this is my problem and not yours; but might it not be a good idea for the gym to consider changing the location of the rack to accommodate other clients? The response was that I needed to speak to the manager, and I said that I would be happy to.
I sent a personal letter, a phone call, and several emails to the manager, without any response at all. I sent several emails to the main Golds Gym office in California, again without any response. Finally, after TWO YEARS, I got a response from a customer relations person in Peru, who agreed that my experience was not good, and promised to "punish" those responsible. I wrote back, Please, I am not interested in punishing anyone; all I ask is that the manager respond to me and consider the idea of moving the bike rack to a more visible location to minimize the chance of theft. Again, no response.
I believe that my experience suggests that this corporation has zero interest in the welfare of its customers, and that if a choice is available, potential clients should seriously consider using any of the many alternatives available.
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