Written on: 27/06/2012 by Best28 (1 review written)
I've just had one of the worst experiences of my life at the LA fitness Victoria. I'm back home now after spending over 30 minutes getting stressed and annoyed with the Manager at the club. I was appalled by the way the situation was dealt with as I have worked in customer related roles throughout my career.
I'll start with the staff member on the welcome desk that was all but welcoming. This was my 2nd visit after initially signing up for 10 guest passes to try out LA Fitness via Groupon. I was told in an abrupt way that I need to show 10 Guest passes and that Groupon voucher is not enough on its own.
I was told it is Club’s policy that Groupon users must present those Guest passes or they can’t use the gym.
I wanted to see where this was stated as I found this wrong in principle, but instead I was told that this is printed on a Groupon voucher. I checked my Groupon voucher which didn't show this and also the Groupon deal which didn't state this. The company website also doesn't state this.
The Club manager didn't even acknowledge the fact that this was already becoming an unwelcome situation for myself and the running of that club. He said it's in the email and my responsibility to show it's written there. I didn't have the email and he was reluctant to help, until after I demanded that I need to see where it is written in writing whether via a hard copy email or on any paper or terms & conditions on site.
His exact words were ' I can’t waste my time to prove it as it is a Company policy so you should accept that'!! Absolutely appalling if treating guests and potential members concerns/queries are a waste of time!
He then spent a further 5 minutes repeating the same that it is a Company Policy, how sad he couldn’t use a common sense and think outside of the box.
Over 25 minutes later he still refused to acknowledge that there was not clear and concise print anywhere to say that Groupon voucher is not a valid piece of paper even though I have explained how their head office failed to email me those Guest passes. I said I will request them again and that he can cross them when I get in the club next time. Whether it be misleading or a mistake that this wasn't made clear before, the manager should've just used his discretion on this occasion and next time I would bring my Guest passes and he can check that I’ve got them. Sadly I was in constant frustration and going around in circles as he was constantly repeating it was a Company’s policy?
Also 30 minutes had elapsed and I had other things to do so wasted an hour including travelling and didn't even use the gym. After expressing that I will complain and probably post warnings to Groupon and review websites I had NO apology. By that time that damage has already been done and he said he will request from the head office for the passes to be emailed again. And they did email the next day. They have emailed May passes that obviously I have used in May!
I was really disappointed how stupid they all were (including the people in the head office) and after that experience it'll definitely be never going again to LA Fitness Victoria. Judging by other people's comments here it seems like it's just a badly run company which I'll definitely be advising everyone to avoid.
I've also reported both LA Fitness and Groupon to the OFT and the ASA advertising watchdogs will also look into the way they advertise promotions or the omission of any material information. The gym at Victoria wasn't very modern and very standard with equipment like treadmills and rowing machines that were old, tired and dated.
Needless to say, I have no interest in joining a gym who has demonstrated at the outset to be unreasonable, ignorant and stupid at best. Reading everyone else’s experiences which are far worse than my own, I do hope they get investigated by Watchdog and the Trading Standards office - I can’t think of a more deserving case.
I wouldn't recommend LA Fitness to anyone. The club I used at Victoria (on previous occasion when I had a Groupon in May), was dirty, the showers smelled foul, there were rarely lockers to store your personal items. Never again......
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