ComplaintsforLake Highlands Family YMCA

• Initial Complaint

  12/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On XX-XX-XX at 2:45 me and my children and niece went into the highland ymca. At the front desk they ask for my name ...the staff said she couldnt find me do i spelled it out for her ****** ****** she then said OK I FOUND YOU AND THE KIDS .i said great and proceed to the basketball court right across from the desk...15 mins later we see ***** ****** come in to the court to the closet we didn't think anything of it but then he came back in forth just starring at us about approximately 3 times then he stood outside the glass door I looked up again he's standing behind the desk now starring at me he harassed us for about 15 mins just looking at us. me and the kids were very uncomfortable. Finally he came in and said hi and I come over confuse he states " are you training these kids for money?" Im like what no these are my boys and niece were working out...he then said that my membership was inactive im like no i know my membership nationwide is active he says well we can't find you in said ill go to the front desk he says no im going to do a investigation. I call them ymca in ********* ** were in have my membership is have her on speaker she confirmed it is active with the kids he states well we don't see her and says she didn't come with id I then look and says I have ID. Right here about to pull it out then he waves his hand and says no im going to investigate like im some criminal then I hand him the phone to let her tell him he's making a mistake he takes the phone and takes it off speaker and turn his back i walk over he quickly asks her. What's her branch and name...i say why did you take it off the speaker he says nothing but gives me my phone back and says ill check it out he comes back in 10mins saying oh yeah your good my kids was on tears when we got home I had to explain to them that me ****** behavior was unacceptable and not fair in front of people to be single out and treated like a criminal.. we just came to Texans because of family issues and death

  Business response

  03/20/2023

  Business Response /* (1000, 5, 2022/12/23) */ While we recall the details of interaction differently, we apologize that the client had a bad experience. Our check-in staff notified me that they were not able to find the client in our nationwide membership system. For safety and risk reasons all clients have to be identified. I also received feedback from another staff that someone may be training outside clients in the facility which is not allowed. I had seen the group earlier while going back and forth to our laundry room in the corner of the gym and agreed that it looked like someone was providing training. I approached the client on the side of the court away from the children and asked if she was training clients to which she responded no. I then mentioned that we were unable to find her in our membership system and asked if she would come to the check-in desk so that we could find her membership. After talking with her home Y we were able to identify that our check-in staff was searching with an incorrect spelling. I had put the phone up to my ear as I was not able to hear the party on the other end of the call well. Once we were able to confirm an active membership, I approached the client and apologized that we had used an incorrect spelling and to share that we had confirmed membership privileges. We would love to have the ****** family back any time. We have also worked with our check-in staff on all the search options for clients. Again, we are sorry the ****** family has a bad experience.

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