First, the pros.
This is a nice facility with lots of space, and they even have a pool. I lucked out when I joined because they waived the insane application fee and allowed me a month-to-month membership. The best part of the gym is definitely the roof deck lounge. For the most part the workers are incredibly nice, and I had a great private trainer for my free session. The class instructors are mostly nice and supportive, although one of the pilates guys was kind of a bitch.
Now, the cons. Obviously, you are going to get a lot of snotty a-holes on the UES, so it's no surprise lots of people ignore the ""please don't talk on your cellphone"" signs and come to classes late without apology. I was a bit annoyed to find gum in one of the showers, and the pool could stand to be cleaned more frequently. Also, the pool is incredibly small-only two lanes and half the time some guy is hogging the bigger lane by giving kids private swim lessons.
But the real problem- my cancellation. I gave my notice in writing on July 30th that I would be leaving the gym due to a move. It took days for them to get back to me after two e-mails and a phone call, but I was assured over the phone that my cancellation would be processed and I would not be billed for the month of September. Come September 3rd (a Friday before a holiday weekend, of course) they charged me anyway. I called immediately and was told I was being reimbursed and that I should see the refund on the 4th. Knowing this was bunk due to it being a Friday, I expected the money to come through on Tuesday the 7th after labor day. But-shock!-no money returned to my account. I called the gym again, uber pissed at having my budget so screwed up. I requested e-mail confirmation that my account was actually going to be refunded. Never got it. Went to the bank, spoke to a rep, no indication of a pending refund. Wrote to the gym again. The only person who has contacted me has been the woman who signed me up- She was incredibly apologetic but has nothing to do with cancellations and refunds. She also e-mailed the cancellation guy with a CC to me and requested confirmation of the refund as well. Still nothing. I gave them the following options:
1) provide written confirmation immediately
2) cut me a check so I don't have to keep waiting for money that never should have been deducted from my account
3) piss me off more by ignoring me and have me contest the charge through my bank, and file complaints to customer service.
Obviously options 1 and 2 didn't happen, because here I am. My wallet is the bull- I am the horns. Even with the deals I got, this is in no way shape or form a cheap gym. Considering the money I have invested in them over the past 11 months, this is completely unacceptable. Of course they don't care about keeping an ex-member happy, but they should because word of mouth is an important marketing tool. After this review I plan to send scathing letters of complaint to every level of customer service I can find contact information for. Do yourself a favor and get your workout for free by walking in the park.
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