KEEP TRACK OF HOW MANY TRAINING SESSIONS YOU USE!
I was a member at Club H, and I thought the gym was fantastic at first. I met with a trainer for about eight months, and it was going very well. I purchased a training package that would last me for the rest of the time that I was living in NYC. About two months before I moved away, my trainer started asking me if I knew how many sessions I had left. I wasn't keeping a running total of how many I had used, but I knew that they should last me for a few more months. A few sessions later, after him still suggesting I ask at the front desk, I did that. They told me that I was out of sessions.
I went home and tallied up how many sessions I had used, and figured I should still have 15 left. I tried to meet with my fitness advisor, but she was hard to get in touch with. So I emailed her. She responded by saying that it was her last day, and forwarded my email to the trainer, the training manager, and another fitness advisor (I think she was a fitness advisor).
I contacted the new fitness advisor, and she gave me a printout of the sessions that were logged. The trainer had been logging several sessions on some days, as well as sessions on dates that I was away on vacation. She told me that they could credit some of the sessions back, but that they had to talk to the trainer about how many were actually used. I asked if I could get a refund because I didn't want to do training with that trainer anymore. He was trying to cheat me out of 11 sessions. The other 4 were a computer error, supposedly.
She said that they wouldn't give a refund, so I asked to speak with the manager. The training manager came to meet with me. I explained the situation and explained that I didn't want to meet with a trainer for the sessions because I was moving and would only have about two weeks left in the city. She said that if I was moving they could refund the sessions and it wouldn't be a problem.
She got the training notes from the trainer. He lied about sessions that we had done. He claimed that we had done sessions while I was in Boston and in Maine. I showed travel confirmations to the manager so she could see that I was out of town. He claimed that I cancelled sessions while I was in California on a month long trip. I showed her the confirmation for that, as well as emails between the trainer and me.
She credited the sessions back to my account and told me they would refund my account when I showed proof that I had moved. I went back to NYC to cancel my membership after I had moved, and I emailed her that day to let her know that it should be all set to refund the money. I heard nothing back. A month later, I emailed again, and I got a response from the corporate office saying that they would not refund the money.
I emailed her all the correspondence between the manager and I, and explained that it was not just that I was moving. She contacted the manager, and then refunded me for 8 of the 14 sessions. I asked about the rest of the money, and still have not heard back.
So, after almost three months of correspondence with the gym, I have only received a portion of what they owe me. And, after all of this madness, THE TRAINER STILL WORKS AT THE GYM.
I have been trying to find out how to pursue legal action against the trainer. If anyone has advice about this, let me know.
Pros: clean, nice equipment
Cons: dishonest, poor customer service
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