Placerville Fitness

Review: The reason for my complaint is I feel I was treated unfairly within the policy of the gym membership. I had gone to Powerhouse located in placerville california and was working out there under a free seven day trial membership, while being established in there system I started recieving emails to sign up for a membership with no enrollment fee if I signed up on the last day of the month. With that in mind I had spoke to the staff and explained I was planning on signing up for the no enrollment fee by the end of the month by this time my seven day free trial had expired. Explaing to them the email and my situation they felt comfortable allowing me another seven day trial so I could continue working out there until I could take advantadge of the no enrollment fee. While going to the gym now on my second seven day free trial I was stopped by the staff manager Tom who reviewed my account and while he was looking into it I asked him if there was a problem and he had said yes there is a problem you have had more then one seven day free trial which there staffing had allowed me to aquire. After having a conversation with him he said I was stealing from the gym and needed to pay a ten dollar day fee which I couldnt quite understand because there staff members were the ones who had allowed me a second seven day free trial in the first place. I willing paid the ten dollar day fee to aviod confrontation because I had intended establishing a membership. At this point durning the situation I was treaded as if I was a thief and [redacted] the manager had a very hostile attitude towards me. Again I was explaing what had happend in the first place with getting a second free trail and the no enrollment fee if I signed up at the end of the month. Long story short I tried to sign up and they refused to allow me to establish a membership at there place of business because they had saw me as a criminal stealing from there gym which was not the case. I simply wanted to go there to work on my fitness and I was denied.Desired Settlement: I wish to get a clear explanation of why I was denied an oppertunity to be a member of there place of business when I am simply a paying customer and the staff had known of the situation in the first place and had given me another seveb day trial which [redacted] the manager said I was stealing from there gym. Its not like I can enroll myself on there system for multiple seven day free trails I do not feel I am at fault and would like a resolution of the issue it is very unsettling.

Business

Response:

The complainant has on more than one occasion been abusive to staff shouting and using inappropriate language. Members have complained to staff regarding his behavior while using the gym. We no longer extend any offer of membership to this individual.

Consumer

Response:

I am rejecting this response because: The statement made by the business if false and they are slandering my name at this particular place of business. I have several friends that go to this gym as well and are constantly running into problems primarily with the manager Tom. He is unprofessional and rolls his eyes at customers and is not whole heartedly there for the best interest of the customer. I work in a professional environment and know and understand how to handle and provide exceptional customer service. With that being said I'm sure I'm not the only person that feels this way. In the past I had a membership at this gym for over a year and did not have one problem until I had an opportune to work with [redacted] the manager which lead to him getting upset slamming his hand on the table and rolling his eyes. If only you could witness how the business operates I feel bad for potential customers they are walking into a land mine. Thanks so much sincerely Shelton Davis Gillespie

Business

Response:

To Whom It May Concern:

RE: Complaint ID [redacted]

Response to Desired Settlement: “I wish to get a clear explanation of why I was denied the opportunity to be a member”

History: Complaint ID [redacted] had a membership at Powerhouse Gym from August 2011 - December 2012 at a reduced rate (manager approved). He cancelled his membership in December 2012.

In July of 2013: Complaint ID [redacted] was given a 7-day free trial pass (7-day passes are usually reserved for new prospective members who would like to try the gym before committing to membership...complainant had previously been a member). Our sales manager revoked the pass and let other staff know that complainant had already overused a free pass in June 2013 and should enroll or pay the day-use fee.

In August of 2013: Complaint ID [redacted] was sneaking past the Front Desk Staff during times when the staff was assisting other members. When confronted by our staff Complainant was uncooperative and belligerent. He harassed the staff about the rates he was quoted. A manager was called in to intervene. Complainant wanted to re-join the club but he wanted to be able to pay the Student rate. He was informed that he did not qualify for the student rate. He was informed that he would not have to pay an enrollment fee because he was a previous member. He was also told that he could enroll as a single member at the current rate or promotion of his choice (longer term agreements have lower monthly rates). He was given the option of purchasing a 10-Visit card or paying the day-use fee as well. Complainant continued to be belligerent with the manager. He was asked to leave because he started raising his voice and cursing. Our Babysitting room is close to the Front Desk / reception area and the children were able to hear the loud cursing. The manager had to threaten to call the Sheriff if Complainant did not leave.

Notes on his account state that he was not allowed access to the gym after this incident due to his intolerable behavior.

Recently Complaint ID [redacted] was using the club without paying by “tailgating” in behind other members who check-in with their valid key card. Our surveillance company notified us that he was not swiping a key card. Our staff viewed the surveillance and made a phone call informing Complainant that he was using the club illegally and we would have to follow through with the Sheriff if he did not stop.

April 23, 2014 - Knowing that he has been refused service by our business, Complaint ID [redacted] enrolled online. When he came into the club to pick up his key card he was reminded that we have refused service. He again became belligerent. He was again yelling and cursing near our babysitting room. He was refunded $34 that was drafted from his credit card for one month of dues.

Our Policy: *We do NOT discuss member account issues outside of staff.

*Members who have not followed the club rules can be refused service.

Consumer

Response:

I am rejecting this response because: These aligations are false I had spoke to the staff on multiple occasions about signing up and I continued to get emails from this company about there no enrollment fee by a specific date. They were willing to work with me at that time that is why there staff had given me another 7 day free trial. They said for the time being continue using your seven day trial when that one expires come see us we will provide another so you can enroll when the no enrollment fee is elligable. This business is inconsistent with there policy's the staff makes things up as they go and they are not trained to the level of service that they say there are providing. I am not the type of person to steal I am an honest individual and have been working since I was 16 years of age. Again I feel this company and there staff is slandering my name and treating me as if I am a criminal I do not steal and have never been a part of any criminal activity. I am an honest hard working American who was simply trying to be apart of a gym that was close to my residence. I tried to resolve the issue with Tom the manage in a professional way he had hung up in me did not provide an explanation was not returning my phone calls. The things I see in there response provided makes me so upset I have never had someone say such bad things about me and slander my name. I cannot believe they would say such a thing about an individual and make up lies so they can cover there tracts it just goes to show what type of business they are really running with such an inconsistent policy and under trained staff members it's quite upsetting...