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Rusty Whittaker
30/04/2013 16:56:44

I highly discourage using this gym as they do not take accountability for the actions of their employees.

I joined the downtown location which was small, but had the amenities I needed for workouts during the day. When it came time to cancel my membership, I called the Hills (because there was no staff at my location) to disucss cancelling my membership. The woman who answered the phone was preoccupied during the conversation, but ultimately indicated that my account would be closed. Subsequently, they stopped billing me. Then, 7 months later, I received a letter from them indicating that I owed them an absurd amount of money, $309.84. I immediately contacted the number provided and spoke to a new employee named Laura. I explained the situation to her that morning and after doing some research she contacted me and told me, "I spoke to my supervisor and they said if you send in the cancellation form, we will close the account and take care of the rest." I thanked her and we had no further discussion about the balance. I immediately completed the form and sent it in. Then, 3 months later another letter was forwarded to me indicating I now owe $347.32. I immediately called Laura and she denies the result of the previous conversation (Why would you call me and say you will close the account and take care of the rest, but not have a discussion about the $300 if the expectation is that it will be cleared??). I requested to talk to her supervisor, Donna, who was very rude as I tried to have a calm conversation with her to work out a mutual solution. She took no accountability for the mis-represented information by the employee in April or Laura. In addition, after explaining to her and Laura multiple times that I had moved twice since I originally joined the gym, niether of them offered to update my address on their system so that I would receive their collection letters. Donna also lied/misled me during our conversation saying that she has NO turnover, yet, she hired Laura in 2012. After discussing, she restated herself, but did not apologize for lying. After my initial conversation with Donna, I indicated that I would do some research, talk to my law team and get back in touch with her. As I called her on 4/30/13 to discuss the situation, she opened the conversation pleasantly, but after reading her notes, became very rude, short and confrontational again. My objective was again to find a mutually agreeable solution and she was only interested in her solution and how the contract is stated. While the contract may state one thing, 2 employees gave me other information. I would expect better professionalism and temperment out of someone in a supervisory position.

On a side note, I had automatic payments setup for my entire tenure with the gym, until the phone call in April cancelling my membership. Then, after 7 months passed and my expectation that my membership was cancelled, no one attempted to contact me by phone to inform me that they had a very large outstanding bill from me and had not been receiving payments.

I asked to speak to Donna's boss, prior to resorting to Small Claims court and she gave me the generic number to the gym and told me to contact the owner, John. For a gym that caters to business professionals, I would expect a higher level of professionalism.

Based on my experience, this company has VERY POOR customer service, an untrained/unprofessional staff, and POOR supervision. I am disappointed in my experience and the amount of time I have had to spend resolving the situation.

Do not join this gym unless you want to spend your days in Small Claims court trying to prevent them from stealing from you.

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