Allstar has a new COO who saw my review and took the time to contact me. She and the manager worked to find a mutually satisfactory resolution to my concerns. I think everyone agrees
it shouldn't take a Yelp review to get great customer service, and I'm optimistic that the management of Allstar will have more freedom to use their own discretion when addressing customer related issues in the future. Given the responsiveness of the team at Allstar I am increasing my original rating to match their effort.
I most often went to the branch in the Municipal Tower on 5th and Columbia. I joined this particular gym because of the pool, which ended up often being busy, even at 8:30 pm. However, they do have a sauna and steam room which saved me money on spas over the winter. They close at 10 pm during the
week and 8 pm on weekends. I was surprised to find myself working out as late as 9 pm some nights, and wishing the gym would stay open 'til 11. I would not rejoin because of their accounting department and harsh policies. For example, my credit card was stolen and the bank issued me a new one. Allstar was charging my card, and the card number changed when it was reissued. Allstar charged me $20 bucks for the inconvenience I caused them when they tried to charge a card that no longer existed. Trying to explain the situation or appeal to their humanity was thankless and offputting. A worse situation: I was on a year membership. I called the day it was supposed to end just to make sure they would stop debiting my account. The manager told me to put it in writing. It ended up looking to their accounting department like I was cancelling my membership, so they held me to their policy about giving 30 days notice prior to canceling, and went ahead and debited
my account $54. The thing is, when I spoke to the manager he never told me that I would be charged for the month, so I stopped going to the gym, assuming the membership was over. Now I'm out the dues and a month of membership. I want to fight but feel hopeless after reading other people's experiences with Allstar in the past.
Allstar dues seem a little higher than average to me, and while I'm reasonable enough to accept that policies are policies, I feel badly that the manager didn't disclose the policy at the time I ""cancelled"", so I at least could have used the last month of my membership.
Pros: convenient location (for some)
Cons: management was unresponsive to complaints at first