Fitness Connection

Reviews 3

SA

samantha williams

My PT Sid is amazing!!! The staff and cleanliness of the facility is on point, Im always greeted with a smile. The quality of equipment is awesome too! HOWEVER, I have an issue with the poor customer service and integrity of the management team, particularly Michelle Mykietyn. I had gotten past the issue that I had been calling for an entire month for him to assist me with a question his staff explained only he could answer. It took completing a survey and scoring the policies low for the Operations Manager to contact me who then MUST have contacted Mike because he finally contacted me via email on July 4th, 34 days after my first message for him. He expressed that there was a delay in contacting me because he was on vacation the last 12 days but, what about the other 22 days of the month I wasnt contacted???? So anyway, I got past that and was fine. Up to this point the only fees that were authorized to come out of my checking account was the gym membership and the annual fees as I had placed another card for PT but, always called to pay and swiped in gym twice whicg was a HUGE mistake!! So its understandable that Im surprised when my account is charged $180 for PT and I receive an NSF. I immediately contact my bank to find out how my account was charge and they tell me it was an autodraft. When I call the gym I speak to Aaron and express my concern, again Im told Michael will contact me at 10am. He never called. I called back after 1pm and Speak with Mark who then connects me with Mike after I complain. Mike knew I had spoken to Aaron because Aaron delivered my message (so why not call me at 10am?) Mike goes into the most unintelligent explanation as to why my gym membership came out of time but, the bank was blocking my PT somehow although on file it shows the same card (not true...I have bank statements to prove that). Then when I call him out about it he continues to hang himself with more unintelligent scenarios of why I was charged. He even went as far as to throw Brennan,I think he said (who I signed up with) under the bus for not giving me correct info and he was temporary (aka...he sacked and thats why he isnt there). BUT Mike is the Facility Director which I will assume he trains the people that represent them and the gym!? At the end of the conversation he says that the last time I swiped my card in gym that the front desk must have checked the box "update card info" without asking me if I wanted to and so the system collected my info from one swipe. SO, YOU STOLE MY MONEY!!!!! Integrity lost as thats politely saying TGE GYM STOLE MY MONEY! After asking about my contract, he then tells me that I can notify them 30 days in advance in writing to cancel my PT contract which ends 1/1/18 along with membership. I told him that was fine because Id give my notice in November so there wouldnt be any issues. However, from reading all the reviews on membership cancellation they will still continue to steal my money apparently. Ive never received such poor customer service and I have a high standard for customer service as I work in that field. If you messed up simply say, "Im sorry we messed up. How would you like me to resolve the issue?" I saw that after all negative reviews someone from the gym replies to contact the Corporate office which following this review I shall if not on Monday when they reopen and I dont want to be approached as I have Zero Tolerance for foolishness, lack of integrity and I may blow up and swear as my money is one of many things I do not play around with. Please save face and just let me enjoy the only good things about the gym!

DO

Dorian Tomei

Bill Hubbel and the entirety of FitnessConnections management team, this ones for you. My experience at FitnessConnections facilities themselves has been quite swell, however dealing with the general manager Bill Hubbel has been quite the opposite. This is a review based on the performance (or lack thereof) of Bill Hubbel, the named General Manager of the Cary (Kildaire Farm) location of FitnessConnection. I recently had an occurence where I was double charged for monthly dues do to a lack of communication between the Kildaire (Cary) FitnessConnection and the NorthHills location, once I was made aware of the problem I approached Bill to have the matter resolved. Bill Hubbel (General Manager of the Cary location) assured me the matter would be taken care of and I would be credited back the extra $19.95 that had been charged from my card for membership dues.The original charge for $39.95 had been placed on December 27th, 2016, I approached Bill directly the 28th just one day after returning home from a holiday trip. Bill assured me that week, that the matter would be taken care of and I would be credited back the extra amount. Awesome, thought to have had the issue resolved I went about my week...and then January 4th 2017 came around and I got a notice from my bank, from FitnessConnection stating that (I thought I finally received my credit from them...but instead) I had been charged again for an additional $19.95 (for my January dues I am well aware...) and yet still not received a credit back for the mistake made in December. I called to speak with Bill while he was at the Gym the same day and instead he had me speak with the front desk in which they said he apologized and would get in touch with "billing" to see why the credit had not been given as of yet. I asked for Bill to call me once this contact had been made with "billing" so I could put at ease my thoughts and we could move onward...it is now January 12th/2017, and I have yet to receive one phone call from Bill Hubbel, or any notice of a credit to be given back from FitnessConnection. Again, my overall experience with the facilities at both locations Ive attended has been more than satisfactory, but the dealings with management at the Cary location has been less than disappointing and being that this is a leadership role above all the others begs the question, how well can the rest of FitnessConnections team really serve you if their own leadership cant even manage the simplest of issues looking to be resolved. **I would be happy to amend my review if and when Bill returns my phone call and apologizes for the lack of professionalism he has given, and that I am sure he no doubt promised to exemplify when taking on the GM role for this establishment, in addition to that, he must credit me back what is due.

JE

Jessica Cosgriff

I have had an ongoing issue with this club since November 2016. In summary I was told i would be put on a payment plan to restart my membership: Sent a text affirming one plan but charged be backwards. Was told reinstating my membership would clear any past due balance: was told by billing that past due balance was still on my account Contacted billing to figure out issue with payment plan: the first time was told they couldnt figure out what the issue was and would call me back, never did, called back and made contact weeks later. Contacted gym to cancel membership and was told membership would be canceled: was not canceled and was charge for another month Contacted again about issue and was told by Bill that he saw where the previous manager has sent in for it to be canceled and that he would cancel my account like it should have been and I would be refunded the money: Money was never refunded, called the gym multiple times and there was no manager. Called billing and was told by billing -the gym had opened a separate account from my original account and that this should never have been done -My membership had never been canceled and was in fact still active -She would contact her superior and call me back but i never received a call back Contacted gym and asked for a manager: Was asked what i wanted to speak to them about and when I told them there was an issue was told the manager had just left for the north hills location. Which sounds to me like once they heard that there was an issue the manager no longer wanted to speak to me. I told him my frustrations and the fact that I had continuously called back and never received help. He told me to come in. I cannot come in as I have work and school and children. I have not been in that gym at all since I was called to reinstate my membership. I told him that they would rather fix the issue over the phone as they did not want me coming in because I was so angry. He asked if I was communicating a threat. I told him that no I was not but I was angry and Im sure they did not want me yelling in their gym. Contacted north hills location to find Bill: Was told by north hills location that he would immediately tell Bill that I called and to call me back (this was about 5 minutes ago) This is absurd and unprofessional. I have been lied to at every step of the way, I have been told by two (apparent, although Im not sure how they can be with this level of incompetence) managers that they would be canceling my account and it hasnt been done Im assuming so that they can continue to pull money out of my account for their numbers. This needs to be fixed NOW. My account needs to actually be canceled like they have told me it would be, and they need to refund me the last months payment like they told me they would.

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