I was new to the province last September, and I had heard about this nice gym that had opened up at the mall, so I decided to check it out. They impressed me with their decor and abundance of cardio equipment, as well as a glass of spring water complete with lemon. I explained to them that I was a student who was new to town, etc. etc. I also explained that I had scoliosis as well as a heart defect, both of which needed to be taken into account during my work out regimen. I was then told about a wonderful new location that would be opening in "4-6 weeks" which was complete with a Physiomed clinic and doctor on site. It would be perfect for me. Another advantage of this new site was that it would have a pool and me co-ed, so my boyfriend could sign up at a reduced rate if I were to join.
I was not thinking, I admit, and I went for it. I signed on the spot. It just seemed like a great deal. Never mind that when anyone asked me how much it cost, I actually had no price to quote!
We set it up so that my initial payment would be made by debit card and then my monthly payments would come off my visa.
Meanwhile, I was getting to know the girls at the gym, and was offered a job at their front desk. I took it and started immediately. I got no less than 10 calls each day about account issues. Calls from members, calls from members' lawyers, etc. It was ridiculous enough already, but combined with the fact that the Accounts Manager was on the phone with her boyfriend and the member had to be put on hold every time, it was just shameful. I was embarrassed. I quit after two shifts.
While I had been working there, a few potential clients had come in for info, and if I did not immediately have someone show them the facilities, I was yelled at for "LOSING A SALE". It's funny, because I thought their interest was in keeping people healthy, but I was wrong. I also learned whilst working there, that a student rate had been offered about a week after I joined. It seemed to be that I should have been either told about this promotion and that I could wait a week, or perhaps be given it at the time I joined - considering they knew I was in Ontario for school. Period.
Then things started to get ugly. I was at a store one day, and used my debit card to make a purchase, but was told that I had insufficient funds. I went home and immediately checked my bank account. Mademoiselle had taken a monthly payment from my account, but I hadn't enough money, so I was charged a $30 bank fee. They tried again the next day and I still didn't have the money in my account, so I was charged another $30 bank fee. I was minus $60. Starving.
Meanwhile I was also taking the personal training courses that they had "recommended" for me because of my heart condition. I should have known from the first moment when the girl told me muscles had to be damaged and then repaired through work out in order to grow. Wow. Some kind of weird science. These PT sessions cost a disgusting amount.
The new site did not open 4 weeks later, or 6 weeks later, or 4 months later. It finally opened about 2 months ago. That is, 1/3 of it opened. The Physiomed clinic, pool, etc have not opened. Their front desk agent sits on MSN and watches TV while barking at patrons to throw their towel in the bin by just saying "TOWEL". They have typed up signs taped to the doors to denote mens' and womens' washrooms. All of their amenities are from the dollar store. It's awful.
Finally push came to shove and I wrote up all of my issues and marched into Mademoiselle. I spoke with the accounts manager and the general manager, and they adjusted my intro rate to reflect the student rate, so that was fine. They did not reimburse my bank fees. They decided to be gracious enough to eliminate my personal training fees as well. I had a stop payment put on my bank account because I did not trust them. I told them I wanted out and they would just have to figure it out for me.
There was no activity on my account for about 6 months or more. Then a few months ago I received a call that they were doing their year-end clean up and that I owed in excess of $300 and if I did not pay soon it would be sent to collections.
I again made it very clear that I was very unimpressed with the whole rigmarole they had put me through, and they needed to make it up to me. (This is once I got through to the accounts manager, who was on the phone with her boyfriend). She said she could do nothing for me. I was disgusted. I work in customer service, I was appalled at this. I told her as much and said I demanded to speak to the GM of the company. She told me I "couldn't". And even if I could, he "wouldn't do anything about it."
I am still in the middle of all this, a year later.
This company is poorly run and is only out to grab money from people who are vulnerable and easy to prey on.
It looks beautiful, but they do not care about their customers.
Join the Y!
Jamie
St. Catharines, Ontario
Canada
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