07/02/08

Great facilities, lousy service

by daraval

I've been a member for about a year now and can't wait to cancel. The gym itself is really good - good equipment (including specialized pilates studio and boxing ring), pool, indoor track, squash/racquetball/basketball courts, staffed with knowledgeable instructors.

However, it is really useless for someone who actually works for a living. Although the main floor is open pretty late, there is little variety of classes after work or on the weekends and the gym essentially shuts down on national holidays. Management is horrible and the membership freeze/cancellation rules are extremely inflexible (and they change them around without notification). They also suspended my membership without notificaton for an issue that took 5 min to resolve - of course, the person I needed to get in touch with was on vacation, so I had to wait a week after I found out. Considering the price tag, I'd expect much friendlier custormer service.

• Pros: good equipment, some of the instructors are very knowledgeable
• Cons: horrible customer service, no class scheduling variety, expensive

06/12/08

Great if someone else is paying

by quaffmore

The gym is really quite nice, but its management is abysmal. Membership service will not even tell you their rates, not even their base rates, if you call. What kind of business is this?

01/13/08

Excellent Club-Disinterested Management

by cranj

I have resigned myself to the club, but I am very disappointed with the issues I presented Management - especially Massage Services. I bought 6 massages. Of the six - there were problems with three: 1. Kept waiting 30 minutes 2. Scheduled one therapist, got a different one 3. I missed an appointment due to an ER visit - Policy that client must pay for the missed appointment - AND THEY STILL SCHEDULED THE WRONG THERAPIST. I called as soon as I got home, and the club would not reconsider despite the reason AND their error. I shared with Patty A. my comments. I am still waiting for a final decision one-year later. The Club enforces policies like this when it benefits them, but when they screw up the member still get screwed. Very poor, disinterested, sloppy, and arrogant management. They fail to respond to my membership inquiries, and although I have been a member for 10 years, I have never been asked to participate in a survey. Other than that I love the gym. I get my massages elsewhere now. Robert at the OMNI seems good.

• Pros: Nice, clean, bright
• Cons: poor, indifferent management, no opportunity for member participation