Lucille Roberts 5th Ave Location ripoff did not provide services & hours it promised New York New York
I am very upset and disgruntled with the treatment that I've received from the Lucille Roberts 5th Ave location.
When I first joined, things were never explained to me properly. I was never told what exactly my membership entailed and was signed up for the gold membership without being told so.
I was never offered services such as training on machines or an explanation of classes. Even though I didn't need the training, it still should have been offered.
Secondly, the attitude of most of the workers is unacceptable. When I toured the club, prior to joining, the girl who gave me the tour looked and acted like she didn't want to be there. One inicident that comes to mind is when I witnessed the club manager yelling at a member. What kind of club is this where a manager yells at a paying customer? I was never introduced to the other employees, especially the manager, which I think should've been done. I don't even know any of the people's names!
When I worked in a health club it was the employee's job to become familiar with members and help them. It's called customer service. Which brings me to my next point: I've never seen anyone of the employees correct a member when they're performing an exercise improperly or offer to help anyone. Basically they sit at the front desk and gossip or talk on the phone. What would happened if a member hurt themselves on a machine?
Fourth, the machines that are available in the 5th Ave club (which incidentally is the flagship location and members pay a premium to use it) are in terrible condition. When a machine breaks it takes weeks to fix. The machine are old and there aren't enough to accommodate people. There are only 4 ellipticals, one of which was broken for weeks. Half of the step machines do not work.
The appearance of the club also leaves a lot to be desired. The carpeting is old, half the time the bathrooms are out of order. The sauna was closed by the health department and nothing was ever done to reopen it. (Interestingly enough, that part of the club was by passed on my tour) We have to worry about theives. There are notes posted about not bringing valubles. What kind of place is this that I have to carry my bag around with me as I work out because I don't want to be robbed?
The most irritating thing of all are the club hours. Monday, Wednesday and Friday they open at 730am. Tuesday and Thursday its 9am. Who goes at 9am? I have to work at 9 and find it impossible to go after work. But the worst thing is, on the days the club is supposed to open at 730am, there have been numerous occasions that the person has not show up! Sometimes until after 9am! As far as I'm concerned, Lucille Roberts is NOT fulfilling her end of the contract so I should not be responsible for the remainder.
I called customer service to cancel my membership and the first person I spoke with implied that I was lying about the employee not showing up on time. I then spoke with a supervisor who informed me that I would have to pay over $200 to cancel. If I want to dispute it further I have to write a letter to upper management, which I sure will NEVER be read.
I plan on taking this to the Better Business Bureau.
I would NEVER EVER recommend Lucille Roberts to anyone! Shoddy customer service both in and out of the gym location.
Kelly
Brooklyn, New York
U.S.A.
2 Updates & Rebuttals
The Great Thorn
Bayville,New York,
U.S.A.
Kelly don't be too fast read this about the BBB
#3Consumer Suggestion
Thu, February 27, 2003
Kelly don't be too fast to trust the Better Business Bureau. I think it might help you if you read the following Rip Off Report.
They only protect the businesses that they are to supposed to be watching. the BBB is only looking out for the money that is comming their way. Your money and troubles are not what they care about.
http://www.badbusinessbureau.com/view.asp?id=1343
Ron
Camden,Arkansas,
U.S.A.
Contracts are binding. Read before signing.
#3Consumer Suggestion
Thu, February 27, 2003
I have to respectfully ask if you feel any responsibility for your situation?
1.When I first joined, things were never explained to me properly. I was never told what exactly my membership entailed and was signed up for the gold membership without being told so.
By law, its every persons responsibility to actually read a contract and ask questions before signing. You are enrolled and charged for only what you agreed to accept in writing.
2.Secondly, the attitude of most of the workers is unacceptable. When I toured the club, prior to joining, the girl who gave me the tour looked and acted like she didn't want to be there.
Why would one join this club even after recognizing the apparent unacceptable employee attitude?
3.Fourth, the machines that are available in the 5th Ave club (which incidentally is the flagship location and members pay a premium to use it) are in terrible condition.
Having, as you said, the experience of once working in a health club, werent you curious to look closely at and even try the machines that were going to be available?
4.The appearance of the club also leaves a lot to be desired. The carpeting is old, half the time the bathrooms are out of order.
On the pre-contract tour, didnt you see the old carpets and overall unpleasant appearance?
5.We have to worry about theives. There are notes posted about not bringing valubles. What kind of place is this that I have to carry my bag around with me as I work out because I don't want to be robbed?
I believe all or most clubs advise against bringing valuables and/or provide lockers that can be at least somewhat secured.
6.The most irritating thing of all are the club hours. Monday, Wednesday and Friday they open at 730am. Tuesday and Thursday its 9am. Who goes at 9am? I have to work at 9 and find it impossible to go after work.
Did the club keep their operating hours secret until after joining?
7.As far as I'm concerned, Lucille Roberts is NOT fulfilling her end of the contract so I should not be responsible for the remainder.
Based solely on the contract you signed, would a judge agree with your statement? If you think so, take them to small claims court. But remember that a judge can only evaluate the contract that you accepted and freely signed. Subsequent feelings dont count!
8.I plan on taking this to the Better Business Bureau.
As reason for complaint, will you tell them that before contracting you ignored facility condition; operating hours; unacceptable employee behavior; condition and quantity of machines; and notes concerning valuables? And, despite then signing a contract, that you are blameless for your problem?
Its very widely known that there are good and bad health clubs. Many people have had very costly problems.
Bottom line: You signed the contract and its always embarrassing to make a mistake, especially a costly one! We all must pay attention to our instincts and never, ever sign a contract before reading and fully understanding it.