Texas Family Fitness — Attraction in Coppell

pia hosick 8 reviews·1 photo

If I could do negative stars I would. I joined this gym after I was diagnosed DCIS and treated for pre breast cancer had surgery to remove both my breasts. I let the trainer know what I was wanting to do Nikki master trainer was great at first but said I could use my FSA card for my training sessions I let her know I would only do them if it was paid by this card she said no problem gave her my card info did one training session then they had to reschedule due to the trainer not being able to do the time slot I needed they never called to reschedule nothing. Then the end of March they charged $196 for training but it was charged to my card on file for my monthly dues not the card I gave them for my training sessions I had money available on my FSA confirmed it and talked to the general manager Nolan and Nikki sat down with him notated everything in his brown note book said he would talk to his boss and said he would call me back Nolan assured me he would get it fixed and send me an email stating so I never heard from him. I called multiple times finally he told me he wasn’t able to get in touch with his boss to do so that it would be best for me to contact my bank. I called my bank disputed the charges a month goes by they charged the wrong card again for $196 for training sessions last time I went in he said he would call me back after he looked into it again no word so I called left multiple voicemails got no where called corporate multiple left messages no one called me back I finally got a hold of someone at corporate she was the operations manager told her everything that happened she said his notes state otherwise and they will charge whatever card is on file I told her they had promised to get this fixed she said too bad I asked to speak someone above her she said there is no one available for public I asked for her bosses info she said no. I called left multiple messages for Nolan again weeks go by I finally went into the gym today and spoke with him again and asked for the the email he had promised months again said he would send it stating that the location charged the wrong card again . Still waiting for this email he apologized I told him it’s sad that they have this type Of customer service be weary of this location and the whole company if this is what they do is lie to you do empty promises. I told Nolan it’s sad you don’t expect this from a gym it’s like dealing with a sleazy car sales person and to have a general manager ghost you and never call you back! I’m still trying to get my card refunded for $196 we are now in June almost July!!! So your reply to me is to call the same location again and leave another message for a General Manager Nolan to not return my phone calls again this is just redundant. I called the number on 6-28-24 he stated Nolan was in a meeting with a trainer I left a message to call back isn’t there anyone else that can actually help resolve this ???? I’m tired of getting the run around for months!!!! I posted this review at the location only to get a reply back saying reach this number and we will get this cleared up it was the number of the location I called left a message for the Gm Nolan only to still not receive a call back to get this cleared up I called him again and he stated he cannot assist. When do the lies stop and I stop getting the run around from...

I have never left a negative review for a business because I genuinely try to be understanding of things, but I have never been so talked down to by a manager in my life. I recently re joined this gym after moving back to Coppell for a brief time after college. While looking for a job, I decided to do training class to take up time, but once I got a job I decided to discontinue my training, in addition to the fact the my trainer left the gym (due to the fact that a new manager came in and was rude to her, which should have been a immediate red flag). Later the new manager called me and asked me if I would like to come in for training again and I told him no since my trainer has left and I don’t have time with my work schedule. I didn’t think of anything of it because I thought I had clearly communicated to him that I was no longer interested. Apparently my training was only “frozen” I started being charged again even though I cancelled my entire membership earlier this month because I moved out of Coppell. At that time of cancelling I was told I’d simply be charged $10 because it takes 30 days for it to take effect. I was out of town when I realized the charges on my account, so I asked my mother to try to clear it up for me. She spoke with Prav, who she described to me as very rude and unapologetic of the misunderstanding. In the mean time I left a voicemail on the corporate office line and have not heard back in 6 days. I decided to call the Coppell location again today to try to clear up the whole thing myself and got him on the phone again. I tried to keep an open mind talking to him despite what my mother said before, but as soon as he realized that he was discussing the same matter to me again he became very condescending and hostile. Told me multiple times that he wasn’t going to discuss the matter repeatedly, he couldn’t do anything about it, and that it’s a contract and it doesn’t matter about a misunderstanding. I’m upset how he treated me in addition to feeling like I was blind sided when I straight up was asked about my training before and I literally cancelled my membership and was still charged for something I clearly was not going to use. He explained that I have until my membership ends to use them (a week and a half and I guess with a trainer that’s I don’t even know) or I could transfer them to my mom’s account however she had an uncomfortable training experience there previously and is not interested (which also contributes to me not wanting to use a random trainer from them) Bottom line, I understand this gym is conveniently located for residents of Coppell at a cheep price (minus the training), but their unethical business and lack of human experience should deter anyone from being a member (or the next victim of their policies). Like I said in the beginning I don’t leave these kinds of review ever, but I feel like it would be a disservice to the community if they were not aware of their sleazy...

Today is the ninth. I canceled my membership in person at the Coppell location because we are moving out of the area. The manager said that I would be charged an additional month and an annual service fee because it takes ten days to process and the two associated dates fall into the ten cancellation range. He replied that it is an internal process (No, it's actually a contractual process that I discovered when I called corporate), and I would need to call corporate as he is just relating corporate policy. I replied "Oh, don't worry, I will." Then he wanted to know why I was giving him an attitude.

I called the corporate office and was connected with a man in billing. He explained that the ten day language It is actually in the agreement. Ok. I committed myself to their agreement. Whether it is a good policy or not, I put my signature to it and I am bound to it. I asked the man "do you understand how it leaves a bad taste in a customer's mouth when I cancel before your charge dates and you still charge me?" He danced around the question falling back to the agreement. I the question a second time and he referred back to the policy. "You aren't answering my question," I said and asked the question a third time. His reply, "that's your option to feel that way."

So, you don't care about what your clients think. Ok. Good to know.

A little over a year ago we cancelled my wife membership as it was never used. The manager at the time asked me to postpone my cancellation for another month as their commission was based on net growth less cancellations and this might make a difference. It was ten dollars. He said he would put the cancellation through the next month. I took two more face-to-face visits to finally get it cancelled.

To the management of Texas Family Fitness. Your processes appear to be flawed. You concern for your clients seems to be flawed. Your compensation structure seems to bend the rules of ethics and sound business judgement. It is my genuine hope that you will take the $33.00 you are charging me after my cancellation, and perhaps use the money to purchase your owner some books on customer service. I would suggest "Raving Fans," "The Nordstrom way," and "Customer Loyalty" are three great places to start. Should the actual reading of the books prove to be a challenge, I'm confident that there are audio...