Good workout but TERRIBLE customer service. I have been going over there for the past few months. I liked the workout but Christina L’s (owner) attitude is rude and unprofessional. She’s pretty friendly if you just want to chat with her, but once you have to discuss business it becomes a nightmare.\r
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New events are added to the workout calendar with the title: “Coming Soon”, and frequently left there for a long time. I asked her when they are going to start early morning classes, which was one of the “Coming Soon” announcements, and the answer I got from Christina L. is “When I have time.”. Maybe this type of response works well with your friends, but a business woman should be able to clarify this in greater detail.\r
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They also have these reMIX loyalty cards which are stamped at the beginning of your class. After 20 stamps you can redeem it for discount or a one-week free pass. They ran out of the cards for several weeks. Every time I asked the front desk receptionist when they will be getting more cards. She always tells me she’s not sure. When I asked Christina L. the same question, of course her answer was “When I order them.”. What kind of answer is that!? I have to pay my membership fee on time, the least they can do is keep their loyalty cards stocked continuously.\r
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They tell you how many classes you have left when you're running low. The first time this happened to me, Christina L. told me I only have two class left. I felt this might be incorrect, so when I asked for proof she quickly rattled off a list of dates without confirming with me. This made me feel like she didn't care that there may be a discrepancy. The next time this occured I had a sheet of paper tossed at my face with a list of dates. An “improvement” from the last encounter, but now it didn't include any of my comp days, making things even more confusing.\r
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On the subject of comp days, I’ve had several instances where I was told that my comp day expired. This was never verbally explained, and it also doesn’t make sense. If you owe me a comp day why would it expire? Trying to use the comp days is also problematic. I emailed in advance on Thursday, Sept. 19th to reserve my spot for a class the following Wednesday. On Wednesday, Sept. 25th, (A full week later!), she responded to my email while I was en-route to the class, informing me that they were fully booked. When I arrived to class she quickly informed me that I hadn’t checked my email… rather than apologizing for being an entire week late on a simple response, and wasting my time.\r
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Aside from the unpleasant experiences above, the actual workout itself is great, but these massive oversights and poor management are too much to ignore. Considering several mistakes were made on the part of reMIX, I felt as though Christina couldn't be bothered with reconciling my issues, and just wanted me to leave her alone. Unfortunately even a great workout can’t save this fitness center. Customer service is essential for establishing a positive experience, and this was not the case for me.
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