This letter is to inform you of the appalling and deplorable experience I had at Level 5 Fitness center also now known as the Jaco Hybrid Training center Located in Delray Beach Fl. My husband and I have been members there for quite some time now, and have never had a poor experience with their staff or have they ever had any issues with us. Recently Level 5 underwent new ownership and general management. My husband and I have had a great relationship with their previous occupants and staff. They were courteous and mindful of the members concerns and inquiries. Today I must say, I experienced the most atrocious display of customer service I have ever seen.
The time was 1:30 pm, August 9th. My husband and I arrived at the gym as we normally do.in recent attendance I noticed that the machines were extremely close to one another and was hazardous to members. I have already banged myself against them because they were to close to one another. There has been a lot of changes in the past several months and we have never received any emails, letters or notifications to assure our health and wellness experience would continue to be a safe and pleasurable experience. I decided to ask one of their staff members and she directed me toward their new general management, Rodney Brewer.
Immediately, I could see it was not going to be a good conversation as he was very rude and physically intimidating from the start. Giving me short one word answers and breathing heavily and swelling his chest. Before I could even finish my inquiry he told me he would refund my money and we could leave the gym. Shocked and almost speechless I told him I did not want to leave the gym. I was not seeking a refund or to cancel my membership. Just then my husband walked up, as he and Mr. Brewer had a few mutual acquaintances and he could see I was uncomfortable. My husband began to speak to Mr. Brewer by cracking a joke about adding new equipment since we could no longer use the newly placed items (my husband asked about getting 30 lb medicine balls). Mr. Brewers face turned red and stated when we signed up there were none previously so its best that you both just leave. Also shocked, my husband urged him to calm down and have a rational conversation. At that point I told my husband to leave in fear there may be a physical altercation.
I was shaky and confused as I ask to receive our membership cancelation in writing. How a simple inquiry about the facilities new rules and its safety code could result our my membership cancelation. How Rodney Brewer, the general manger could say things like, Im the general manager, I can terminate any members contract whenever I want and If my gym is not safe for you, it is best that you leave.instead of addressing my concern or even showing the least bit of interest, Mr. Brewer was overly aggressive and truly did not care of the wellbeing ore safety of myself and its members. I am 54 and 115 pounds. He is a menacing 6 plus feet tall and well over 200 pounds. I felt threatened, unsettled and was thankful there was no more to his caulis and barbaric behavior.
I would hope in the future it is considered a better choice in management to represent your business and your brand. As I have already noticed dilapidation in members, missing weights, faulty equipment and poor up keep of the equipment.
In closing, Rodney Brewer frightened and embarrassed me and I am thankful I was able to leave safely.
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