ComplaintsforAnytime Fitness

• Initial Complaint

  01/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The manager?? at the ********************* Anytime Fitness in ********, **. sent me a survey asking my opinion of the equipment at the gym. When I filled it out and sent it back to him, he decided that he would take it personally and CUT OFF MY MEMBERSHIP there at that club. So then I called the club to ask what the matter was; but he then interrupted me, told me that because my survey was critical of some of the equipment there at the gym that he restricted my access there permanently. I thought you only get restricted from a gym when you have misbehaved or upset other members or something. But this? A negative but honest survey??? Furthermore, when he saw that I was upset, he begin to laugh at me, so I asked him his name three times and he yelled NO!, and then hung up in my face!!After I called their headquarters up in **, on Friday January 14, 2022, I've still yet to hear anything from them!Here is their home office...Anytime Fitness *********** Address: ************************************************************ Phone Number: ************ Fax Number: ************ There is NO email address, which I find particularly bizarre. Most businesses should have a business email address.

  Business response

  03/05/2022

  *************** has signed up / been transferred to or from / or has had membership cancelled at various Anytime Fitness (**) locations around *******. Below is a snapshot of those locations based on his attendance records. Since 2017 he has used locations at: ********************* (HB), **********, ******, *****************, *******, *******, **************** and ******** **s, to name a few.
  
  Signed up at HB #**** on 5-18-2017
  Transferred to ** ***************** #**** on 1-4-2018
  ***************** Canceled his account on 1-15-2018
  On 3-26-2019 he did a new account at *****************
  On 6-18-2019 he transferred back to HB #****
  6.On 10-1-2019 he transferred to **************** ** #****
  7.On 12-3-2019 he transferred back to HB #****
  8. Finally on 12-14-2021 he transferred back to **************** ** #**** 
  
  While this schedule of location attendance is not unusual, it is, however, atypical within such a small range (in terms of distance) of stores. His first membership at HB was in ******************************************************************* 2018, he returned to HB in 2019,and when he transferred out again during 2019, he again returned to HB at the end of that same year. In June 2021, *** completed an automated survey generated by the ** corporate office in *********. The actual response he provided to one of the questions is below. The question was related to why he gave a low review score:
  
  Because many of your cardiovascular machines don't function up to par. The treadmills are sometimes lose in the belts and your standup ellipticals in the cardiovascular section of several of your gyms NEVER work properly in any of the facilities that I have visited. When you go to pedal they are off-balance and out of sync. It's frustrating trying to pedal when the cardio-machines are out of maintenance and out of balance or don't pedal properly. Or one will work but the others suck!The equipment is old and worn-out! We need NEW elliptical machines in all of the gyms that I have visited. If you'll notice, I visit various clubs of yours because I can't get anything or everything that I want out of one facility.This is angering and frustrating. And what makes it all worse is to have to consider that I'm paying $34.99 per month for such disgusting service! Upgrade your equipment with NEW EQUIPMENT; especially as you're charging us such a high price monthly. GET BETTER EQUPIMENT IN THE CARDIO SECTIONS OF YOUR FACITLIES!Thank you. ***************.
  
  When *** was asked to clarify this survey, he did not provide a response at that time.
  
  Note that Anytime Fitness gyms are independent franchises and while there are similarities in certain policies and procedures, not every gym has the same equipment. So, an individual cannot compare one gym to the other. The owners and staff at HB take great pride in their gym as they have also had another franchise not too far from this location for the last 10 years. Equipment maintenance is very important to us, and everyone strives to ensure that the store and equipment are clean and well-maintained. After reading Jons survey, it was disturbing because there had not been any other complaints of this type from other members and *** had never mentioned this to anyone before now. The staff also knew of his history of returning (after transfers to other gyms). His survey did not shed light as to which gym(s) he was trying to emphasize as offering disgusting service! since it seemed he was mixing up a bunch of gyms that are owned independently.
  
  In December 2021, *** received another survey. He responded to this second survey on 12-15-2021.Actual Response is below:
  
  Not Satisfied with Quality of Gym Facilities
  At your ********************* location where I initially signed up, you do not have any of the black LIFEFITNESS Elliptical riding machines. These ellipticals ARE located at your Jonesboro Gym, but NOT at your ********************* gym. Why? The difference is like night and day. Your ellipticals at the *********************/Kroger shopping Center location are inferior. They are substandard and hurt my legs when I ride them.I've said something about this years ago, yet have not been listened to, or had my dissatisfaction and opinion thrown back in my face. It would be nice to have my suggestions honored and for you guys to finally get some standard and nice LIFE FITNESS Ellipticals into your ********************* Gym. They are great! They give me a heck of a good workout! I have been a loyal member, and a damned good one as well. I'm never late with my payments, so please don't make me regret it by dismissing my suggestions or by attempting to color my thoughts with sordid or subversive opinions that are given simply to save YOU money. In a very real way, I help to write your paychecks, so it would be nice to see your cooperation in this matter rather soon. I am an athlete and know what I like and dislike. I would workout at the ********************* Gym more often if you'd finally get some decent LIFE FITNESS Ellipticals in there as you have at your Jonesboro location! Thank you! ***************
  Overall Support Feedback
  No comment. I workout in the mornings at 4:30AM. I don't expect any staff to be there at that time.
  Not ****************************** Members
  No comment. I workout far too early for them to be there.
  
  This gave the owners and staff the impression that *** was more concerned about a brand of equipment,not so much the maintenance. The style in which the survey response is written is demeaning, discrediting, and certainly undignified. This sarcastic, ill-mannered,impertinent tone is seen as aggressive and not suggestive of someone who wants to be a member of Anytime Fitness. So, as is, our protocol his key fob that would normally ***** him entry was blocked. *** transferred to the **************** location soon after he wrote his survey response. When he called the gym to find out why his fob no longer worked at HB, he was old that the staff at HB felt threatened and demoralized by the toxic tone in his comments and he would no longer have access to that store. He shouted some expletives and was politely told that the conversation was over and the phone call quicky ended. *************** will not receive an apology or have his membership reinstated at Anytime Fitness *********************.

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