Mel
Phoenix,#2Consumer Comment
Wed, January 14, 2009
I knew that I wasn't the only one with an issue like this. I would really like to get a group of people that have a gripe against Pure Fitness. Maybe this will open their eyes to their sleazy ways...what happened to ethics and professionalism??? This is my experience: Part 1: the begining It all began with the reason I decided to stop going in the first place...I was humiliated and embarrassed in front of other members, when the person in charge of the payments proceeded to ask me for membership dues in the walkway in front of the elliptical/treadmills. Let me mention he was not discreet at all, I am sure everyone was aware of my business after he shut his mouth. The kicker was that I had spoken to him the day before about my situation and that i still wanted to go work-out until the date we agreed upon. He agreed over the phone and I though we had it settled, but apparently (I mean, since I am not just a number at Pure Fitness) I thought he would have made a note in the system so that he would remember our conversation at least, but it didn't happen. After that day I refused to go there, or have anything to do with the gym. how could I show my face at a place where they had so little regard for my feelings? That was the same day that I informed him of my decision to end my membership after my year was up. Part 2: ugh... You would have thought I would put two n two together.... Consider its ridiculous cancellation policy: After they debited my account for a full year (during which I didn't use their services at all, i didn't want to attend but I chose to fulfill my membership agreement) I had been in the gym and informed an employee(guy mentioned above) that I would be canceling after my year was over, and I was not informed of having to hand write a letter of cancellation, or sign any paperwork. I discovered that I was still being charged, 3 months later. (It took me this long to discover it because it was an account that I stopped using regularly) I contacted the gym to find out what had happened and why they continued to charge me even after I had spoken with one of their employee's and informed him of my intent to cancel. They were very apologetic at first: (email from them) I am really sorry for the way you were treated. The memberships however continue billing monthly until a cancellation form or letter of cancellation is sent in. I will see if there is something I can do. In the meantime, if you could send in a letter stating you would like to cancel I can get that in motion for you. Everything is documented and kept on file. We do require a signature to cancel the membership just like we require a signature to join. I would like to invite you to come in and see all the improvements we have made to the club- new floor, locker room. etc.... and maybe give us another chance to help you get to the goals you wanted to achieve when you joined. Again, I am very sorry for anything that past employee caused. After all the inconvenience that I have already been caused I still have to take time out of my busy schedule to drive to the gym and sign. I couldn't do it over the phone, or fax. (which undoubtedly includes another high-pressure sales pitch, like the one they attempted to do in my email). When I proceeded to tell them that I was not interested in their gym any longer they sent me this response: They prefer us not accepting cancels by fax. You can send the letter to 3202 E Greenway, Phoenix, AZ 85032. The account must be current though. The total owed is $120.00 but it can be settled for $60.00. Are you kidding me?? What a slap in the face!!! Apparently, they are not so sorry about the way this employee treated me. I am disgusted by this company and I was irritated then majorly pissed because of their incredible arrogance. I'm not one of those whiny consumers who thinks the customer is always right. But here's an example of how not to treat a customer. What ever happened to customer service, better business practice, and ethics??? Something they are definitely lacking... Not only will Pure Fitness not get another dime from me, I'll blab about this experience to everyone I know, I will blog if I have to. $120 may seem trivial to some, but its the principle behind their actions. Why should a company bite the hand that feeds it, because without us customers, they are just a space with mirrors and machines. Everyone must be informed and made aware of their disregard for their clients. I am sure that I am not the only one who has had an experience like this. If you have had similar experience, or any bad experience I encourage you to pass it around and report it to the BBB also.