- Report: #136027
Complaint Review: Pure Fitness - Seattle Washington
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Pure Fitness
1275 Westlake Ave. N. Seattle, 98102 Washington, U.S.A.
Phone:
206-283-9320
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Pure Fitness sleazy cancellation practices ripoff Seattle Washington
This is a health club that sees its patrons as "marks" rather than customers.
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 finally got around to cancelling and discovered I couldn't do it over the phone. I must come to the gym to sign a piece of paper (which undoubtedly includes another high-pressure sales pitch, like when my "personal trainer"/sales monkey tried to get me to buy a bunch of unnecessary supplements). Or I have to send a registered letter (which requires waiting in line at the Post Office.)
When I complained that this was an unecessary hassle that only benefits them, regional manager Jennifer Feery reminded me that I signed a contract explaining their asinine cancellation policy. She refused to waive it. She said there was nobody above her I could call. She said she was sorry I couldn't understand the contract (subtext: "You're a complete moron whose only value to us is your monthly dues.") Smart PR, huh?
I was irritated when I called, then majorly pissed after I hung up because of her incredible arrogance. I'm not one of those cranky consumers who thinks the customer is always right. But here's an example of how not to handle a customer complaint.
Not only will Pure Fitness not get another dime from me, I'll blab about this experience to everyone I know.
Now they've got a hopping mad ex-customer who plans to file a complaint with the Washington Attorney General's Office about exploitive billing practices.
S. marie
Seattle, Washington
U.S.A.
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 finally got around to cancelling and discovered I couldn't do it over the phone. I must come to the gym to sign a piece of paper (which undoubtedly includes another high-pressure sales pitch, like when my "personal trainer"/sales monkey tried to get me to buy a bunch of unnecessary supplements). Or I have to send a registered letter (which requires waiting in line at the Post Office.)
When I complained that this was an unecessary hassle that only benefits them, regional manager Jennifer Feery reminded me that I signed a contract explaining their asinine cancellation policy. She refused to waive it. She said there was nobody above her I could call. She said she was sorry I couldn't understand the contract (subtext: "You're a complete moron whose only value to us is your monthly dues.") Smart PR, huh?
I was irritated when I called, then majorly pissed after I hung up because of her incredible arrogance. I'm not one of those cranky consumers who thinks the customer is always right. But here's an example of how not to handle a customer complaint.
Not only will Pure Fitness not get another dime from me, I'll blab about this experience to everyone I know.
Now they've got a hopping mad ex-customer who plans to file a complaint with the Washington Attorney General's Office about exploitive billing practices.
S. marie
Seattle, Washington
U.S.A.
4 Updates & Rebuttals
Robert
Gilbert,Arizona,
U.S.A.
Amen!
#2Consumer Comment
Sun, June 08, 2008
Kim: They only want you to come in so they can talk you into not canceling. They want to ask why your quiting? What they can do to help you get back on track? See they love this, there is nothing better then talking some one in who they know is indecisive and talk that person into staying by offering them some free work out sessions with there wel fare trainers who spend the whole time trying to sell you apex vitamins, equipment, and crazy expensive work out packages. They must not pay their employees anything because when I was a member there that was on of the reasons I left. You couldn't walk around for five minutes without someone trying to sell you something. You see they know most people will sign up work out for a little while and then quit. Thats why they like to sell you as much crap when your all fired up and wet behind the ears. Then when you stop coming and you don't want to go down their to cancel because you don't want to get molested by the please stay will do what you need to make you happy and get you healthy guy. He knows if he keeps you there thats an account save he gets a commission for that and he's happy. Then he knows you won't come back for quite a while and then they'll get more money out of you. The is they make it impossible to interact with them on your terms you have to be on their terms or you will get no where. I went in to cancel after calling and saying I wanted to cancel. When I got there the girl behind the counter said she doesn't have any of the forms and that I can only cancel Monday through Friday anyway when the general manager is present. Funny isn't it when I was out of state trying to cancel over the phone no one told me about the certified letter. Then when I come back to the state to take care of it and had just talked to them, I go down there and magically all the forms and managers disappeared and I would have to come back in a couple of days. This is without a doubt the most pathetic business model I've ever witnessed and after looking into it I now know why they have to make it impossible and uncomfortable for their clients to cancel and they have to charge for towels. Not exactly a class act of people who don't return your calls, or take care of what they said they would. I will love the day they go out of business because they have outstayed their welcome and have ripped so many people off, by over billing, aggresively selling them things they don't need, and making it difficult to leave. I would imagine it will be very soon that they will find themselves in the soup line and probably in the courts for that matter. Be well and never ever go to Pure Fitness. I would rather be put in a dress and thrown into the showers at Rikers Island, then have a membership or anything else to do with them.
Commodore
Tempe,Arizona,
U.S.A.
In your best interest
#3UPDATE Employee
Wed, June 21, 2006
Kim, there really is no problems with the cancellation policy. Even though life moves at miles a minute, it is vital that a face to face takes place to complete a cancelation or work through certified mail. It is for your protection, not consternation. The member and company each sign a form acknowledging the cancelation of the membership and when the final billing takes place if necessary. The cancellation program is fast and efficient. It can be done at any location within five minutes. I think the key to finding the right club for you convienence first and how you feel second. You should at least try them through a temporary program of a week or two before making any decisions based on word of mouth. Then ask everyone you meet on the floor how they feel about the club before you spend a dime. That will tell you more than anything.
Kymberly
Mesa,Arizona,
U.S.A.
thanx
#4Consumer Comment
Fri, June 09, 2006
After reading all the problems with pure fitness I too am afraid to join, in a world where everyone is in a hurry and cel phone are replacing home phones you would think pure fitness could quickly and efficiently cancel your membership via the web or by verifing info in your membership. Thanx I'll steer clear till they get on track and will let everyone I work with know of the pitfalls so they will write what they need on the contract they sign making it as binding as all the other jiberish or will simply find another gym that is more user friendly, not just money hungry!
Commodore
Tempe,Arizona,
U.S.A.
Cancellation Practice is fair
#5UPDATE Employee
Fri, June 10, 2005
First, it is not in the clubs best interest or yours to join and not use the facilities for a year. I am not trying to be rude but I would like you to consider that it was your fault that you did not use the club. It was your responsibility to "finally get around" to cancelling your membership. The reason Pure Fitness does not take cancellations over the phone is very simple. It protects you in case the club doesn't process your cancellation. If your cancellation was taken over the phone and not processed you have no hard evidence that you and the club ever had an interaction. Its becomes a he said/ she said arguement, which always becomes a negative, emotional argument that benefits no one. I do not know the employee you mention but the business does not make corrections or adjustments to its agreements as this is unfair to the tens of thousands of members that are satisfied with their membership and no considerations were made to their joining or cancelling situation.
