Taken for a ride
Complaint
Shiv Shankaran
Country: United States
We joined the LA Fitness Irvine II location yesterday 11/17/10. We were very clear it will be for me, my wife and our 2 kids aged 6 and 7. We had a month to month membership and the kids were enrolled for the kids club. We specifically asked multiple times that the kids would be swimming with us. The sales person John F assured us it is fine as long as one of us is with them. We even checked out their bathroom facilities !. Today on the very first day, we were denied the pool for the kids. Apparently, there is a law that kids under 13 or 14 cannot use a fitness center. This was TOTALLY against what was assured.
John was apologetic but he could have verified with his manager etc since we were talking for almost 4 days and visited the place twice to check out - first my wife and then yesterday me to finalise everything. Even today, someone could have called ahead of time to clarify.
Further, to bring us in there were numerous calls. Particularly his manager, Zack came across as over bearing and extremely pushy to sell the club to us and bring us in, but today when I called to complain, he was more than eager to walk away and kind of brushed aside and made light of this HUGE DISAPPOINTMENT. He had the cheek to tell me maybe it is better to work out without the kids and that his wife likes it this way etc.
This was a very callous, non customer service oriented attitude and has left a very bitter taste. He did not even have the courtesy to extend a gesture or effort to mend the situation. Zack mentioned, John was new and did not know the rules. If so, I question what kind of training do his managers like Zack provide as these guys are selling the club to customers.
I told Zack I will need to cancel and can he do it. I was told, I need to call back, ask for John after 2 days and cancel. The manager cannot do it and why the delay??.
We are cancelling and hope there are better fitness centers with more honest, sincere people near us. This place looks good but beware of such pushy sales people who do not care at all later.
John was apologetic but he could have verified with his manager etc since we were talking for almost 4 days and visited the place twice to check out - first my wife and then yesterday me to finalise everything. Even today, someone could have called ahead of time to clarify.
Further, to bring us in there were numerous calls. Particularly his manager, Zack came across as over bearing and extremely pushy to sell the club to us and bring us in, but today when I called to complain, he was more than eager to walk away and kind of brushed aside and made light of this HUGE DISAPPOINTMENT. He had the cheek to tell me maybe it is better to work out without the kids and that his wife likes it this way etc.
This was a very callous, non customer service oriented attitude and has left a very bitter taste. He did not even have the courtesy to extend a gesture or effort to mend the situation. Zack mentioned, John was new and did not know the rules. If so, I question what kind of training do his managers like Zack provide as these guys are selling the club to customers.
I told Zack I will need to cancel and can he do it. I was told, I need to call back, ask for John after 2 days and cancel. The manager cannot do it and why the delay??.
We are cancelling and hope there are better fitness centers with more honest, sincere people near us. This place looks good but beware of such pushy sales people who do not care at all later.
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