I joined the Matrix Fitness Spa in Jan 2009 and I was excited to work out there. I then got very sick and was unable to work out for almost 4 months. I was told during the sales pitch that they are willing to freeze accounts due to illness. I came to them and asked them to freeze my account for ongoing health issues and asked for a refund for the months that I was very ill. I provided the requested documentation. After getting the run-around for weeks, I encountered a barrage of 'policies' that are nowhere to be found in the contract and which I have yet to see in writing. I would also get read receipts for my e-mails and then be told that my e-mails were not received?! They did finally refund 1.5 months after I formally complained and threatened to take legal action. I also just found out that they charged me again for the month of July after I was told that my account was frozen. So now I have to deal with them on this issue.
This gym is expensive - $99/ month for basic membership. I was told that such was justified due to the superior customer service and individual attention....are you kidding me!!!!!!
Only use this gym if you can afford to pay ridiculous fees indefinitely, and if you don't value common sense and customer service.
Cons: bad billing, bad customer service, expensive membership fees
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