Fitness Connection

They have the nerve to charge club fees right now when the gym isn't accessible to everyone for use. They don't ever answer the phone at this location, you email the account listed to cancel your membership and never get a response. They don't allow you to cancel online, there's not even information on how to cancel. When you call you're cancel there is literally a 2 hour wait, which is not feasible for people to wait that long. There response to this is to tell you its not their fault cause of the pandemic. So they blame the pandemic for long wait times, but it's not a good reason as to why they shouldn't charge people club fees. They're the only gym I deal with that is this difficult to get a proper and professional response from.

I went to try it out on a Sunday, but they said guest passes don’t work on the weekends. That is a terrible policy and wasn’t communicated on my pass or on the website when I signed up. Also, just looking through the reviews now, I’m seeing several people had the same problem where they couldn’t use their guest pass to try out the gym, which makes me think they might just be making something up to try to get you to buy a membership. I was able to go to a different Fitness Connection on a Saturday recently without a problem. Additionally, they said it was because of COVID, which makes no sense — that was just an excuse. The timing being very short is also a big issue just learning about the place, and the manager and staff really didn’t seem like they cared to help. I hope the place gets better, clearer, and more legitimate policies.

I signed up online for a 5 day guest pass. When I arrived they said they are not accepting guest passes due to Covid. Which I understand, but you shouldn't allow people to sign up for passes if they can't be used. I was told I needed to sign up for a membership if I wanted to use the gym. No way am I signing up for a membership without trying it out first. They weren't even close to being at capacity, there's no reason I couldn't have tried out the gym. They could have even told me to leave if they actually reached capacity versus completely turning me away.At least now, I can cross one gym off my list that I will never join.

So I came in in March after over a year of not using my membership to cancel, because the childcare still hadn’t reopened. The guy who cancelled my membership told me there was a chance the childcare would reopen in April and my membership was still valid through the end of April. He told me multiple times that if the childcare opened I could change my mind and the cancellation could be stopped. Come April childcare has reopened and I go in and they tell me that they can’t reverse the cancellation and I’d have to wait until my membership ends and sign up again. This was already frustrating. Now I go in 5/1 to sign back up and have to pay 40 bucks but it is what it is. The rep then tells me after I put my information that the childcare is no longer free and I’d have to pay an extra fee every month. I just left. To be clear this is not a money issue whatsoever. It’s a principal issue. I was told I could stop the cancellation and then after speaking to them multiple times wasn’t told the childcare would be an additional cost until after I’m already signing up again. The communication was terrible and they did nothing to try to correct the issue when their rep gave me bad information to begin with. I feel petty for being upset about 40 bucks down and 19 bucks a month but I feel like I’m being ripped off and their employee isn’t being held accountable. No one ever even said anything or checked with the guy who told me the cancellation could be reversed.

They will steal your money and have poor customer service!!! Do not trust doing business with them.To whom it may concern:I am contacting you regarding my membership that was NOT cancelled in April, 2020. However, Eric Ganow, did not cancel my account and placed the account on Freeze due to COVID. I have not used this membership, since March 16, 2020. My bank account has been charged since August 2020, up to October 2021. I am filing my complaint because this agent did not do his job to cancel a month- to- month membership. I am requesting a full refund for months that has been charged to my account since August, 2020 thru 2021

Overall, it’s a great price point for a gym membership being $10-$12 a month with an annual fee charge of $30. However, I was only allowed to workout at that location which is a downside unless I paid an additional $10 up front to gain all access to all other gyms. I give it a 2 star because of the cancellation process and the trainers being persistent. The cancellation process is impossible as you can’t do it over the phone or in-person. The only way to cancel your membership is by mail which is tedious and most of the time it never goes through. As for the trainers, they are very persistent in signing you up even if you don’t have money on you as long they can get an account in there, so they get commission. Lastly, I would avoid most of the guy trainers if your a lady.

The communication or customer service was poor today ... I didn’t really feel welcomed or comfortable.I had a 5 day pass and upon entering I let them know (black guy and Hispanic woman medium length hair) and then she just stared at me like I was next to nothing completely ignored me, I had to repeat myself and move over to the other front desk person. Then the black guy informed me they don’t do that anymore but I could enjoy 1 day no charge . So I would say that’s the only thing that bothered me, overall the gym is beautiful and clean . Probably one of the best I’ve been too .

If I could give less than 1 star I would. First, I requested that my membership be frozen as myself and my family had Covid. Erik, the general manager, assured me it would be done. It was never done. I was told I would receive an email confirming the freeze and never received it so I called to check and it was never done. I was assured by Mike that he would handle it. Well, a charge then shows on my account. I called to have it refunded and to cancel in May. I never received my refund but because I was so frustrated, I just contacted my bank. Well, months later in August, I am again charged. Called customer service and they are worthless. I explained the situation and she stated she had no record of any of this or me requesting a cancellation and therefore would not refund me for this charge in August. So, because YOUR PEOPLE MESSED UP I HAVE TO TAKE THE CHARGE. NO! Also, she stated she didn't see any of my accounts closed. This is ridiculous and I would caution you that what is less expensive isn't always better. Sign up for another gym!!

It is extremely disappointing to know that common sense has no place at Fitness Connection, as many of the reviews reflect. I put a freeze on my account and was charged for my personal training sessions, I caught the first month in August, but did not catch the one in September and when I contacted them about the October charge(my account is still frozen), they stated they did not see where I had frozen my personal training sessions. Here comes the lack of common sense, if I have a frozen account then how am I going to be able to utilize my training sessions?Especially if they expire at the end of the month???? Then when I cancelled my account, they would not remove the charges, so I will be hit with the final gym membership and the personal training sessions one last time before my account is cancelled...This is a racket!Hey owner, if you would like to discuss further, you have my number on file instead of writing another generic response of "sorry about your experience..." or "refer to the contract...." Clearly there is room for exceptions, hopefully you can let common sense prevail, ball is in your court!

Now that the gyms have re-opened, I am very happy to see that they check your temperature before you can go inside. Everyone is required to wear full closed gloves to not spread germs, and they have closed down some of the machines to have enough spacing between people. I have been going there for 3yrs now and I love the fact that they where Honest about Not charging our cards while the gym was closed. And will not charge the yearly fee until June 15th. Nice Job! The gym was always pretty clean except for the few customers that are pigs, but the cleaning crew can only clean so fast, it is a huge gym with many perks. And now they are even cleaning more, but I still see gross humans not wiping down but it seems the cleaning crew is wiping down constantly. Love This!! Thank you all for such a great job.