ComplaintsforHealthtrax Fitness and Wellness

• Initial Complaint

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 30th Marina at Healthtrax called telling us they were ending our membership. That morning when we checked in the buzzer went off. My husband ***** spoke to the front desk and told them June 1st we told Andy that we were not leaving the gym June 30th (we left for the summer last year). They said to talk to Andy at 11 when he gets in. As my husband walked away he said something sarcastically. He was joking. They said he cursed and scared the worker and a new member. My husband is extremely nice and is never mean to anyone. Marina used that incident as the reason for ending our membership. ***** and I had been complaining the whole month of June about how nasty the pool was. Since they removed the bubble over the pool it has been filled with bugs, mice, bloody bandaid, hair and dead skin. When you swim with goggles you see it all floating around you. We brought our own skimmer and cleaned the pool and hot tub every day. Pulling out hundreds of bugs everyday. That morning there was a live mouse in the pool with us during class! The maintenance man said I try to get all the dead mice out of the pool before you guys get here. They only clean the pool on Thursday mornings and no staff ever goes in the pool (except swim instructors) so they don't really know. We tried to complain to Marina, Dave & Andy but they never let us explain & always cut us off & blew us off. Everyone at the pool is disgusted and thanked us everyday for cleaning the pool. Everyone was afraid to say anything. When we complained to Marina her solution was to put a skimmer outside. Basically telling us to clean it ourselves. I have a handicap placard. I started in June using the gate to the pool & husband signed us in. They complained about that too. Members since 6/21 and we are very well liked. Our class members are like family now. We were kicked out for complaining about the pool. No other reason. There were many more cleanliness isssues too. We are heartbroken.

  Business response

  07/20/2023

  
  
  

  Customer response

  07/20/2023

  Complaint: **************

  I am rejecting this response because:
  

  I feel that complaining about the dirty pool is not reason to be kicked out, it should make them clean the pool.  They say it's from the weather and because the bubble is off but that's not fully true. We removed hundreds of bugs everyday  from the pool and hot tub. We were thanked daily by many other members.  There were mice, worms, dirty bandaids, skin cells, and clumps of hair. Those things were not due to the weather or because the bubble was off. It was dirty and gross.  I've been told by several people they are actually cleaning the pool more often.  They wouldn't be doing that if I was wrong.  Kicking us out should not be their solution to a dirty pool.  No we aren't happy or satisfied we want our classes and our friends back.  I have barely left my bedroom I've been so depressed.  We want to come back now.

  Sincerely,

  *****************

  Business response

  07/20/2023

  We feel it is every member's right to enjoy their time at the Center. We have had several comments from current members thankful not to have to listen to constant complaining anymore.

  Staff works hard to accommodate and care for the whole Center (not only pool area) and we are unable to control the weather.  No staff should be called names or spoken badly of.

  Our Maintenance Director spends the first 1-2 hours of his day in the pool area and most members are very happy using the pool and jacuzzi while it is outside.

  We want all members and staff to be happy and respected while here - and that will be the best benefit to growing our business.

  Why would anyone want to return to use a pool they felt was "disgusting" - It is each person's right to find somewhere they will be happy with the services provided.

   

   

  Customer response

  07/20/2023

  Complaint: *************
  
  I am rejecting this response because:
  I want to return to the gym because I'm told they actually clean the pool now.  She just admitted maintenance is spending 1-2 hours a day at the pool and hot tub.  Besides that I miss my classes, the gym upstairs and all my friends.   We talked to almost everyone in the pool area and nobody treated us like they didn't like us.  I'm friends with many of the gym members and they are all upset we are gone.  I went to Patty's classes Tuesday, Wednesday,  Thursday & Saturday and I recently started Lamar's classes on Wednesday & Fridays.  

  My mom died at the end of April, my ex Mother in law died in May and then we get kicked of the gym in June all 3 of these events have totally devastated me.  I was working through the losses exercising and losing weight.   I had lost 35 lbs at the gym and only 2 lbs since June 30th when we were kicked out of the gym.  I need the gym and I need my friends. 

  We weren't ever warned or sat down and spoken to.  After being good members for 2 yrs we were kicked out for talking about a ditry pool with no warning, it wasn't fair.  If ***** cursed or joked around about Andy to an employee who didn't know him and was offended he is sorry for that and would like the chance to apologize.  Which is what he would have done if were spoken to.  We really like Andy, Dave, Patty and Lamar they are really the only staff we had contact with.  We are sorry if we offended someone.  We agree to not talk about the pool, we just want to go back.  

  We could go to another gym but there isn't one near by with a pool and hot tub.  Also we wouldn't have our friends or classes.  *****'s father is very sick with cancer and when he passes away we are selling our house and moving back to ******. They won't have to deal with us for too much longer.  Please can we come back? 

  Sincerely,
  
  *****************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩