Fitness Connection

"This gym has the worst customer service I’ve ever experienced. A friend of mine and I arrived at 5am as we usually do during the week to workout before work. My friend had been charged her annual fee but the charge was pending and because it hadn’t cleared yet, the young lady at the front desk refused to let her workout. Even after physically seeing the pending charge, she refused to allow her to work out. I offered to allow her to use my guest pass and was denied. According to the young lady at the front desk, it was against policy because my friend had a membership. I understand protocol and policy, but Ms.Maam at the front desk was beyond rude and made my friend feel embarrassed and small. It doesn’t help that we are both women of color. When asked to provide her name for reporting purposes, she refused because she didn’t feel “safe”. It’s giving heavy on the racism and we will not be returning."

"Sales reps lie to get you to sign up. After signing up we questioned one of the things we were told and it was not true and the manager says now because we didn’t get it in writing from the rep then it’s just our word against theirs. Who would think to get all the benefits the rep is telling us about in writing? Why would I assume upfront she was lying. If that was the case I wouldn’t have joined to begin with. Now I’m stuck with memberships I can’t use or else pay $50/cancellation fees after being charged $40 facility fee and the monthly membership fee that hasn’t been utilized."

"There are criminals here. Hold on to your car keys and belongings tightly. They will steal your things. And the staff could care less. Update: you have had ample opportunity to make this right and everyone of your staff member handled it carelessly. Not only did I have to pay almost $1000 to get new keys and have it reprogrammed you also want to charge me to get a new gym card (which was stolen along with my things) and on top of that still charge one month after canceling my membership. And You refuse to go through your videos to see what happened. You have taken no accountability whatsoever for what occurred on your establishment."

"I joined this gym at the Northlake location but regularly attend the University one because it's closer to my home. While I love the University location and the benefits kids club, women's workout area that's private (well worth it ) this gym franchise has the Worst customer service support online. I had an issue with my payment method and I needed to update online so I went into the app to manage my account and kept getting this error message each time. So I then proceeded to call their customer service line. The system said I was number 1 in que, and after close to 45 min of waiting , I got off. Called again next day number 9 in que, so you know I wasn't waiting . Then I submitted messages through the app to get Tech Support and of course no one responded. Then I called the gym and got voicemail of management. The crazy part is that, they were quick to call me when my payment didn't go through but when i needed to update payment method, no one was available. I really like the facility at University and it has motivated me to really remain consistent with my work out routine. The rates are decent and I love the kids club for my kids. But with the poor customer service and the teachers not showing up on time to teach fitness classes, has truly put a bad taste in my mouth with this franchise. My issue still has not been resolved."

"Considering this gym has everything you would need for a great workout (except no pool); I have an issue with their basic maintenance upkeep. I have been coming in no less than 4-5 days a week for over a few months now. If you go right when they open at 5 a.m., why are the free weights strewn about in various corners throughout the gym instead of on the racks where they should be? This happens A LOT! People are not mindful to put equipment back for the next person and the closing staff doesn't do it either. Also the cable machines are missing some C clamps so if you catch a machine not in use, you still can't attach the proper handle to it. One of the handles has been broken for weeks rendering it useless. I know these things happen in lots of gyms, but not usually right after they have opened up for the day. So annoying! Constantly having to modify our workouts because we can't find the right free weights or handles for cable machines. These photos are just an example of what people left around. All of the free weights, the dumbbell and the barbell should be on the other side of the gym. These were taken in the morning so they were left out from the night before."