Business ProfileforTrihealth, Fitness & Health Pavilion

I and my family have been members of Trihealth fitness pavilion for the last 7 years. Over the years Trihealth t has been our go to place for exercise, pool, bday parties and personal training sessions. Due to covid we decided to hold our membership. In May I decided to activate my membership and kept kid's and my husband's membership on hold. On October 26, Tuesday I convinced my husband to come with me for a 45 minute workout and we went straight to the membership office. We said we would like to activate my husband's membership along with the kids. At that time we were told that as a family our membership was already active since May as a family. I said we did not activate the membership as a family, it was only me. They said the membership was active and we were fully charged. The person who was giving us details about our history or payments said we cannot revert that we cannot change or refund. My husband said he did not activate his membership. Ms ***** said you opened some emails and there is no proof that we can show we did not activate our membership as a family. Then my husband said he would cancel his membership completely. They (Ms ***** and Ms ********* said ok and they handed us out papers for cancellation. While the plan was to relax and exercise, we ended up cancelling memberships. I immediately communicated with my personal trainer and told her that we separated our ways with Trihealth and I will not be able to show up on the following day.After a while I received a voicemail from Ms ***** saying she made a mistake and we were not charged until October and she wanted to talk to me. I returned her call and she was very apologetic and she said she can give 1 month credit for the family (my husband and kids) and that would make up the gap. I was happy to hear that i said i will make a decision tomorrow and call her but i was so happy that she figured it out and she was trying to serve me as a customer. I immediately communicated with my personal trainer and said the ****** is on and we will continue as members. This morning I tried to call Ms ***** and wanted to say we will resume our membership and her mistake is fine and her apology accepted. I was not able to reach out to her.Shortly after that Trihealth membership team ******** and ************ I believe called me.******** called and I assumed she was the only person. She was saying you have two options: do you want to use your ******s or do you want us to refund you. I was like I am planning to come today and resume membership and I talked to ***** and we are all good. Immediately someone **** J started to talk, I was not even informed there are multiple people in the call. It is fine but I would expect as a courtesy they could introduce themselves anyways, ***** said along with ******** your husband signed a cancellation form yesterday. I said yes we did but after that I talked to ***** and maybe you should sync up with *****. We made some similar talk. It was not meaningful...******** says your membership ends. I am like we are not ending....i said you still dont get this dont you. You still fail to serve me as a customer....**** said ok Gabby have good day and hang the phone on me when I was talking My husband came from the next door. He said he will call and understand.. He told them the same thing. They keep saying You signed papers to cancel right? My husband said yes we signed them because you were not able to give us correct information and you made us do it. He asked do you want us as customers and ******** said indirectly no. Well you signed the papers you had way too many problems in the file, feedback complaints. you signed the cancellation form. My husband said we have been TriHealth customers for 7 years and we deserve good service. ******* said we also deserve good service being here. He said my wife talked to Ms ***** and we are all good. Mis ******** said yes Ms ***** is a very competent person and I am her boss ( No idea what that means). Well my husband respectfully said thanks and have a good day. I immediately communicated with my personal trainer and told her that we will no longer be with Trihealth. She was so confused and sad. Thankfully she is so talented and flexible. The customer service is bad. Why am I writing to you this? I am not planning to go back there at all. Before reaching out to other executives I wanted to reach out to you. This random act of ignorance and bad customer service really disappointed me. As a loyal member, I referred friends, I hosted bday parties, I gave feedback negative or positive to make sure everything is great. I used the gym. I stayed in this club and purchased personal training sessions. I invested a lot. Not financially but personally. I called that place my sanctuary and posted a public ****** review with 5 star.Now look at the treatment I and my family received. It was all good until Ms ********** call along with ************ Instead of saying sorry for misunderstanding, they pretty much crushed me and my husband with ignorant and disrespectful words and arguments. We are not leaving Trihealth with our own will. We are basically not wanted. We are kicked out!!! All they want is customers who pay, who do not give feedback or complain, who do not ask questions, who do not even come. This is what the management in Trihealth now in the membership