If you care about any kind of customer service, do not bother with this gym. We will be taking our business elsewhere, and I hope members of the community who read this will follow suit
TL;DR: Terrible service, the customer service representative yelled at my mother in front of the gym, no management structure whatsoever
Today my Mother went to this gym, as she as been for several months for her class, only to be yelled at by the front desk lady. My mother does not speak English fluently, which made situations worse. The problem apparently was that she had not paid for the yoga class, despite going there for the last 3 months. For whatever reason, they had cancelled her add-on without prompt at all, last week. Being a reasonable person, My mother asked them to add this back to her account so she could attend the class. Not only did the representative not promptly do so, they started selling her other plans. By the time that they had finally completed the simple add-on transaction, she was refused entry to the club (despite having a valid membership as well as paying for the additional cost of the class) on the grounds that the class was about to start and had no room for her. When she asked to speak to a manager, the customer service representative stated that the manager was not on duty at the time, and if she wanted to complain about this she would have to wait until she is actually on duty to do so. When asked when this would be, she stated that she was unsure, and that she knows that another manager will be on duty on Monday.
Not only do they not care for their members, the customer service representative at this point was yelling and causing a scene at the front desk. How is it possible that there is no manager on duty at a business? sure, it would make sense that the owner or top boss is not there, but there has to be some kind of person in charge, even a middle schooler understands that principle of business management.
This is a insult to the community. This major gym isn't important enough to GoodLife to have hired someone to be in charge over the weekend, demonstrating the clear lack of care for their customers.
