CLUB4 Fitness Gulfport — Attraction in Gulfport

I have had mine and my 3 teenage sons’ memberships at club 4 for a couple of years. Due to life changes, the gym is now really far out of our way and it is no longer feasible to be paying 25.99 each a month for 4 memberships when we can't even use them. I called on May 23rd, to ensure I gave more than 30 days notice, in efforts to not be charged the $50 yearly maintenance fee that is due in July. I called into the club, spoke with a girl over the phone and told her that I needed to cancel all 4 memberships. After explaining why, she took my name, my son’s names, and all our membership numbers down. She said we will get that canceled for you ma’am. Well, on July 8th, I get charged the 25.99 monthly fee for all 4 memberships as well as $50 each for the yearly maintenance fee. So I called into the club again and speak with a different girl this time. I asked why I was charged the maintenance fees when I called in well in advance to ensure that I canceled my memberships and wouldn’t be charged. She didn’t know so I ask to speak with a manager. A younger guy named Tyler (I believe) gets on the phone and says he’s the assistant manager. I ask him the same thing and he asked who I spoke with. I said I don’t remember the girls name. He said well she probably doesn’t even work here anymore and this is probably why. Then he tells me that I cannot call into the club to cancel, that I have to call a number and speak with someone there. He also said that they can refund me the maintenance fees. I’m not even asking for them to refund my monthly fees, just the $200 in maintenance fees. So I called the number he gave me, cancel my memberships and am told that they cannot refund my money, the club is the only one that can authorize that and oh by the way, I’m still going to be charged for another month after this phone call today. So I called back to the club, spoke with Tyler again and he said they can’t do that. Seriously? It's like a the he said she said blame game and its RIDICULOUS! So I asked to speak with his manager. He wasn’t there but said that he would speak with him about it the next day and would give me a call back. Well, he calls me back the next day and said his manager isn’t willing to do anything. He isn’t willing to stop my charges for the next month either. I asked for a callback from the manager so that I can explain the situation to him personally, and 2 weeks later, I am STILL waiting on that call back! So at this point, I am literally out $400 and have to pay for another month because THEIR EMPLOYEE was not trained properly and she gave me the wrong information. It’s obvious that they do not care! With the lack of training, professionalism, in addition to the high turnover in employees, I would find another gym to give...

New Members and Guests Beware!

I flew in from out of town for the weekend and got a day pass to work out with my younger sister and her friend. 20 minutes into warming, I was falsely accused of personal training at the gym because I was educating my sister how to lift. Naturally, I was lifetime banned. When I tried to explain to them that I am working out with my sister, I was told that the regional manager saw me and wants to ban me. In order to solve this misunderstanding, I wanted to talk to the mystery manager who is banning me. However, he was somehow off the clock and could not talk. (But he can ban people over security camera). I asked for a refund but that has to be ironically negotiated during the managers operating hrs. Either way, the gym was in a position to solve the problem but they refused to. It is important to note that the gyms personal training policy is purposely ambiguous and misleading. How much personal training can one do in the 20 minutes?

Response to below:

1. When I wanted to talk to a manager I was told he is “off the clock” but the “owner” will respond to a review on a Sunday afternoon... How do I know it’s not just an intern replying to my review? This does not look good. If you really are the “owner” reply with a real account. All of your customers have to post here with their real accounts.

2. The “owner” claims their policy is not ambiguous, but states below that you have to work out with the “same intensity” as your workout partner. How are we supposed to measure that? What if an inexperienced lifter is about to injure themselves? Am I supposed to stay quiet and watch it happen or will I get banned for helping someone? Will I suddenly become a certified personal trainer if someone is asking me how to use the leg press machine?

3. Your personal training policy is publicly available on your website. It is so ridiculously ambiguous and impossible for two workout partners uphold unless they do not talk to each other at all....

Horrible customer service by both the front desk personnel and manager. I signed up for the three day pass to check out the facility as I am new in town. I went into the managers office to inquire about their membership plan and he told me to go to the front desk. The manager was too busy or in a bad mood to bother with any questions. The front desk told me to signup online and would not help with any membership inquiries. It felt like I had just put them out, and it was a burden to answer any questions. "Still Trying to find the Southern Hospitality." After signing up online and my credit card charged three times, I decided to give the gym another chance. This morning I went in after signing up online and I was informed that they could not find my information. I provided proof of my confirmation but it was not good enough. I was told that I could not work out because they cannot confirm in their system. The front desk female was so rude and disrespectful that she further continue to tell me that I could not workout unless I paid a $10 day pass and wait 15 minutes for management to address the issue. The staff unprofessionalism and disregard should be taken seriously as a business owner. The owner of this gym should train or replace their staff with knowledgeable professionals and courteous staff members for the need of their customers. Word of mouth maintains the growth of a business. Pursuant to other reviews, its unfortunate that I am not the only potential customer to experience the lack of customer service. Also, sanitation is an issue in this gym and should be reported to the health department. It's unfortunate that customers experience is below the industries standards because the gym itself suits my needs. Lastly, I want to point out that I've never reviewed a business but the experience was so upsetting as it lacked respect for my time and lcustomer service, I had to...