Fitness Connection — Attraction in Houston

This is a nice gym actually. Plenty of equipment to get what you want out of a workout. Unfortunately, the "manager" (I don't know for sure, that's just what I was informed of) struggles with English comprehension and seems to lack basic problem solving skills. I came in to this location initially just to try it out, along with other gyms in the area. They offer a 5 day pass on their site but I explained to the "manager" that I just wanted to try it for a day, then try others before I make a decision and commitment. She seemed fine with it and even told me about other FC gyms that offer different amenities. So I tried it out and kept going on with trying a few other gyms including another FC that was almost the same distance away. She told me that I could go ahead and do so and let her know what I decided. I even contacted the other gym, spoke to a male staff member and he told me to come on by to try them out. It was a good gym but not quite what I was looking for. The male staff member even followed up afterwards. Nice guy! After I visited different gyms, I decided that the best fit was this particular gym. However, I got a notice saying I was charged a membership fee. How? I didn't put a card or bank account on file and I stated at the very beginning I just wanted to try the gym first. So I go to the gym thinking there was just a miscommunication and that this could be cleared up easily. I spoke to a staff member and briefly explained the situation and was told that she was not there but that the person I needed to talk to should be in later. Also, that I could go workout while I waited, so I did. I went to the desk afterwards and was told that the "manager" was here so I went to speak with her about the minor issue. I try to talk to her about the issue but then she just responds, "you're mad!" And immediately starts giving me a terrible attitude. I tell her that I'm not mad and that I just wanted to ask her about the charge when I told her I was just trying the gym out. Bit confused why she thought that but then she turns to a close by staff member, communicates in Spanish, then turns back to me and says, "Yeah, you're mad!" I'm not even raising my voice, being aggressive or anything of that nature. Just wanted to talk about what I felt was a minor issue and most likely a miscommunication. I try to communicate with her what my issue was again, but she just didn't want to hear it or perhaps she just couldn't understand. Instead she turns to a nearby kiosk and shows me options for membership. NOW, I'm actually starting to get a bit upset so instead of losing my temper and making things worse, I told her I'm not interested in joining anymore. I'll just go elsewhere. I contacted customer service later on when trying to sort through this situation but don't expect anything from them whatsoever. In the end, the district manager somehow heard about the issue and two OUTSTANDING female staff members at another location assisted me in finally signing up with another gym. If that district manager sees this then I appreciate your help and actually resolving the matter along with those two female staff. There is much more to this but then you'd be reading a novel. Again, good gym (equipment and decent staff) but the "manager" needs to be better with addressing concerns and brush up on her comprehension or even overall English so she can properly solve issues instead of bringing negative energy and a poor attitude to a minor situation that didn't warrant it and could have been...

This is not a customer focused company. This is a transaction focused business with additional fees. As a member of this gym, with the ability to visit two locations on the east side of Houston, I was very disappointed with thier level of customer care and overcrowded facilities.

Fees and cancelation policy: During promotional offers you may have the ability sign up without an enrollment fee, but you are unable to avoid the annual maintenance fee, approx $50. In order to cancel you must give the gym 30 days advance notice. They bill on the first of the month and may subject you to excessive charges if you cancel on or after the billing cycle. No prorated fees.

Gym equipment access and conditions: For the most part the equipment is functional and in good repair. Accessibility is limited during peak times of the day. During high volume times, after 5 p.m., it is difficult to use equipment or get into classes. These gyms are very overcrowded.

After six weeks of going between two locations (Pasedena and Federal), I became very discouraged and stop visiting both gyms. Approx. six weeks later I received thier cancelation procedures and canceled the membership. Unfortunately for me I cancelled 9 days after the billing cycle and was charged for the following month, for a total of 50 days or approx 7 weeks. That is approx 13 weeks of unused access or 3 months plus the annual maintenance fee.

After several lengthy conversations with a few home office employees, I asked, "Is it more important for you to collect membership dues for unused access or have a potentially satisfied customer?" The representative stated, "it is more important we follow our policy and you are responsible for last month's dues." Please note my objection was on only about then additional 30 days or last month of dues not any of the other unused time. The gym charged me for month of cancellation and the following month.

Steer clear of this...

This gym is horrible, If I could give them 0 starts I would. I'm never the type to leave reviews but this most definitely needs to be addressed as soon as possible. I been a member of this location for a couple months, my boyfriend has been a member of fitness connection for 3 years. We moved, so we been coming to the -federal- location because distance wise from home is convenient. All the water fountain's in the gym have been OUT OF SERVICE for a month now. They finally fixed the one near the men locker room, and the filter is dirty (Red light on for maintenance). Filter light has been like this for 3 weeks now. There is 6 StairMaster's, which 4 of them are out of service. Then also the mens SAUNA has been OUT OF SERVICE for weeks now. The employees are horrible at this gym, extremely unprofessional. They start rudely kicking people out the gym at 11:45-11:50pm when they close 12am. I been asked really impolitely at 11:40, to leave the sauna. Last week while my Boyfriend was walking to the EXIT of the gym at 11:54 an employee came with an attitude an proceeded to tell him "You need to get out" my boyfriend explain he was walking to the EXIT, the employee followed by saying "I been making announcements for 15 min, we are CLOSING you need to get out". Mind you my boyfriend had noise cancellation headphones through-out his workout, and he proceeded to leave when it was close to closing time. This was 5 min before closing.. The manager is nice and polite but he has a horrible Team. I've worked at multiple Gym's before and customer service, especially front desk is what represents the Gym; and they sure make the gym looks extremely unprofessional and make you feel unwelcomed; when you come in and when you leave. This is extremely...