Athletic & Swim Club

Review: As of October [redacted] I was approached by a senior member of staff ([redacted]) in a rude and unprofessional manner in the middle of the club floor. I was spoken to as though I was a subordinate and not a paying customer. As a paying a customer there is a level of respect a decor that is expected, especially from an establishment that prides itself on service. Let me provide some color to the issue. I was initially approached early in the day to discuss my sister coming as a guest (this was a pleasant conversation). She had stated my younger sister [redacted] had shown a few times (unbeknownst to me) as another members guest. It was also stated she could no longer come as a staff members guest as the staff member didn't know her. First off, I should not have been approached at all, the first course of action should've been to speak to the staff member who's guest she was in order to verify. It turns out I was blatantly lied to and was told the staff member had no idea who she was. Naturally I would ask that person why he would say that and to clarify this with [redacted]. Later in the day as I was on y way home, I was approached in the middle of the club floor with the rudest,most unprofessional attitude and was told and I quote "I am the department head and what I say goes". It was stated to me that these two individuals had an escalated discussion which for some reason I was blamed for. I do not pay monthly dues to be dragged into high school nonsense. This was an internal issue, and miscommunication which should've been handled internally. Based on the order of progression, this would've easily been resolved if information wasn't relied upon "I was told", "or I heard". I'd expect a little research to be done first.Desired Settlement: I want a written apology and because this is not my first instance with customer service issues in 2013 I want my membership canceled as of the end of my billing cycle and if canceled before I want my bill prorated for the days I am no longer there. This type of behavior is completely unacceptable

Business

Response:

Our club has a policy of offering qualified potential members 3 complimentary guest passes to try out our facilities. After those passes are used, the potentional member can either pay $25 per visit, or, join the club.

[redacted]'s sister was introduced as a qualified potential member and was given the the 3 complimentary passes. After they were used up, [redacted] asked staff members to OK additional visits at no fee. That's against club policy. [redacted] was aware he was undercutting club policy. The sales rep who had been working with [redacted] told him so on several occasssions. On October [redacted], in a private office, the sales rep spoke again with [redacted]. Afterwards, he proceeded to workout in the club. Later, [redacted] and the sales rep had another conversation that started in an office and continued onto the fitness floor. At this point, [redacted] feels he was treated poorly and rudley. Our point of view was that the sales rep was simply being direct in stating club policy. We are sorry that the conversation wasn't as private as we would have liked and never intended to embarass anyone. We appreciate our members and it's always good busin ess to take care of your members. In this case, unfortunately, the member was skating our rules and abusing (knowingly) our policies. In speaking to [redacted] later in the week, I explained that we cancelled his membership as he requested the next day and that there were no additional charges heading his way. He also has the right to use our facilities until the end of October. I told him that the situation could have been handled better and that it was best for all of us to move forward. Note: He did not apologize for abusing our rules.

Business

Response:

I am sorry that [redacted] is in denial about our club policy for guest visits. The sales representative who was working with him has been employed by our club for over 15 years. She has a sterling reputation for honesty and I have no reason to doubt her, or other staff and members who were listening to their interaction at the club. What's further frustrating here is that [redacted] was extended special consideration during his last months as a member. Even though he no longer was employed by a company with an especially low monthly dues rate, we allowed him to continue paying at that low rate. Ordinarily, we would increase a member to regular dues, which would be in his case $45 more a month. The same sales rep he trashes in his complaint felt compasionate about his situation and allowed him to stay at the lower dues rate. It's unfortunate whenever a disagreement occurs between a company and client. No one wants to end up in an arguement, but I feel comfortable that our staff fully explained our rules and policies to this former member and that he was fully aware he was skating around them. He did so despite the special consideration he was given by our club and staff. It seems no good deed goes unpunished.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Unfortunately the response from the business received is similar to the in person discussion that I had with the club manager. What I spend on dues has nothing to do with my issue. My issue was solely based on the treatment I received on October [redacted]. It is impossible for a client to know a firms internal policy or procedures as one would rely upon what they are told. I was a member for 8 years without any complaints whatsoever, and my very first complaint doesn't even receive an acknowledgment of wrong doing. I've endured a member who is now deceased by the name of [redacted] using racial and sexist epithets, the same member make messes in the locker. I never said a word because the member was old, and obviously set in his ways, and at his age [redacted]. I watched [redacted], as well as other incidents. I never complained, yet let things go, but now when I am personally disrespected by staff I don't get an apology, I get a summation about the dollar amount I pay. Most firms would've apologized for the behavior, stated it wouldn't happen again but admitting fault does not seem like it's something the firm can admit. I served in customer service roles, ,management roles,and senior management roles and it always comes down to the customers perspective. I appreciate the fact that I was informed of club policy, but I reiterate "the skating of club policy" didn't benefit me as I'm a paying client. Any arrangement between two other parties has absolutely nothing to do with me. My original conversation with the management director was indeed pleasant, but the conversation at the end of the day was completely different as it was rude, unprofessional, and embarrassing. For that an apology was warranted, not a dissertation on my bill.

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Sincerely,