Fitness Connection — Attraction in Charlotte

We signed up for this gym because they offer childcare. The initial fees were outrageous but since the monthly dues are low we went ahead with it. This location is smaller than (not as well equipped as) their university gym but it's close to us. I've been trying to get my 4 month old baby used to the child care, and I asked before I ever left her there if there would always be enough staff. I was assured there were always 2 people in there and if needed they would bring in a third. I have had two not so great experiences so far. The first was when I walked in after a workout and realized they had sat my baby's carrier in front of the TV with it facing the back of the room the whole time. They never took her out of it, or took the heavy blanket off her that I'd put on her outside, or interacted with her. I understand that with little ones it might be easier to keep them in their carriers if it's busy, but it wasn't busy at all. Two women were sitting in the room and one was on her phone. Who doesn't want to hold a baby? They just put a 4 month old in front of the TV and sat there empty handed, ignoring her. I let this go though because I do realize I'm not paying for 5 star child care. I finally decided to go back a few weeks later and leave her for only 10 minutes. There was only one staff member there, which I was told would not happen, but I figured if my baby cried she would just poke her head around the corner and have someone grab me. I came back in exactly 10 minutes to find my baby sobbing in her arms and her saying she hadn't been able to do anything to get her to stop. She'd obviously been crying for a long time, but the one person working couldn't leave the room and hadn't bothered to send anyone to come get me. This is why no one should be working the child care alone, and it's why I specifically asked if they were well staffed. I personally do not allow my baby to cry for me for 10 minutes without me responding so this was upsetting (she also doesn't watch TV at home either). I was anxious the whole time I worked out and she was upset the whole time so we won't be trying again until she's a toddler. My advice is not to leave very young children here until they can pretty much look after themselves, or if you don't mind them sitting in front of the TV. I worked in a gym child care for years, and the care I provided was not like this. I knew my kids' names, interacted with them, gave them coloring sheets every day, celebrated birthdays, spent any free time sanitizing, was always on my feet. If that's what you're looking for, I haven't seen it yet from the ladies at...

My wife signed up for services on July 8th, 2015 including basic membership and training services after being shown facilities and being explained what services they offer and being told they have a 45-day, 100% satisfaction guarantee. Shortly after utilizing services, she suffered an illness/injury which resulted in her doctor recommending not working out until healed and cleared by the doctor. We went to the location where we signed up, explained the situation and initially asked that they suspend services for the personal training until she was cleared to go back to working out. We were told charges would be suspended until she was cleared by her doctor. A week later we were charged for those services for which they said charges would be suspended. We went back to the location, explained the charge and asked that they refund charges. They said they would be refunded and the periodic billing would be suspended as agreed earlier until my wife was cleared to come back. Several days later after not seeing the credit back in our account, we went back to the location, asked about it and were told that we needed to speak with "Cindy Gwin" the Customer Service Director over all Charlotte, NC area locations. I have a whole string of emails back and forth with Ms. Gwin, originally just asking for the appropriate credit, and after obtuse responses or being interrupted incessantly on the phone or having emails ignored, asked that our membership be cancelled per the 45-day cancellation policy. She still has not responded to any of these requests. There are multiple accounts on the BBB site, 3rd party sites and even local/national television news stories of these same practices being common with...

My fiancee and I got memberships when we moved to Charlotte and at $10 a month,they were taking both payments out of his account. About 8 months ago his debit card expired so they called to let him know, st which time he gave them the new card number, assuming they'd use it to continue taking my membership fees out as well.

Fast forward about 5 or 6 months later, we come into the gym and are told MY fees haven't been paid since November. Neither my fiancee nor I had received one phone call in almost 6 months letting me know, but their resolution is for me to pay almost $200 to get the account back into good standing, ON A MEMBERSHIP THAT COSTS $10 A MONTH??!!

He started calling and left several messages for the billing supervisor who never returned the calls. I NEVER received a call. Ever. Finally after 4 months and help from the staff there and Devin, the manager, someone calls ME back to tell me I can resolve this by paying $295 and the billing supervisor willNOT budge. We asked to speak with the supervisors manager and offered to pay a lesser amount since it was their initial error that caused this whole mess and we've been trying to resolve it. Told we can try and talk to her but she will only back what the supervisor says and if we don't pay itll go to collections.

These people seem to have no process in place and if you're not paying for whatever reason, they'll wait until you're behind 3 months before reaching out and fixing the problem. And we're expected to just deal with paying almost $300 for a $10 membership because their billing process is flawed.

I like this location but I will suck it up and pay more elsewhere for better customer service if this isn't resolved...