Life Time — Attraction in Houston

I would like to provide some feedback and comments on the company’s service.

The club and personal at then company has been mostly positive. The workers are friendly and personable. My issue is how inflexible their corporate policy is in regards to member relations. I have been a paying member for over 6 years and currently paying for multiple memberships.

A year ago, I upgraded my membership from Onyx all club access to Diamond tier. I did this for two reasons; 1) I work downtown and your company had acquired a gym close to my work 2) More diamond level locations around town close to my work 3) I travel often to Seattle and there was a another club I could attend in Seattle whenever I visited.

Opening week, I attempted to go to this facility only to find out I did not have access because Lifetime went and created a brand new tier “Diamond Signature”. The first in the country. After which I went back to the previous diamond gym I used to attend in the galleria. Only to find out that location had also upgraded to a signature tier. When I inquired further I was told that current members of that location were upgraded to Signature as well and were grandfathered into their current rates. I was not because that was not my “home” gym although every other diamond member basically got upgrades in Houston. So now in order for me to use my membership, I would have to travel outside of the state to attend a diamond gym. To add salt to the wound I was told that a founders rate given to new members who pre registered for the newer gym. As I was already a member and at the time I was not even given that opportunity or even knew of such rates as I was already at the highest tier the year before. So instead of paying my current rate or the founders special, I now have pay a 2nd increased rate and a 100 dollar change fee because I changed levels.

Please explain why I should continue to pay a company with such business tactics that each time they open a new tier they ignore where they have forsaken current members.

I explained this to the GM at the new location only to hear that they would have to contact corporate to get approval. After months of no word back I had to go and ask again at the location. Only to hear the GM tell The account manager to tell the associate. “Tell him we will look into it but yea we aren’t going to upgrade him”. The GM was not aware that he was on speaker and I had heard the entire conversation. After which I contacted customer relations to get clarity on the situation. After explaining all this. They stated it’s up to the GM of the club to make any adjustments to my rates or membership levels. So now I get conflicting information and the one stuck in the middle is a paying customer that is basically being lied to.

I currently pay for 3 lifetime time members. Why would I continue doing this with such a dishonest and non-customer-service-centric company?? The final response from the corp office was they would waive then 100 change fee for me if I wanted to upgrade. So end of the day just pay us the higher rates and stop complaining we will not make things right. Way to go lifetime you know how to keep a loyal customer of 6+ years!!

At this point I have engaged with multiple Account managers / GMs / customer relations folks for over 3 months and I still have no resolution or response. Instead I get the default answer, we would love to help you and provide you with wonderful customer service just pay more!...

I have been a member of LIFETIME FITNESS since 2013. I came to the open house at GREENWAY to utilize the FOUNDING MEMBER discount. After walking the entire premises for an hour, I got tired of being avoided and went up to the nicely dressed Account Services staff and said- "Who can I speak to about the club?" The staff member said "Ask About What?" More than likely assuming I wouldn't be a buyer. Little do they know that I intended to upgrade my onyx level membership to diamond despite the $100 upgrade fee and $199 month membership fee. (Currently paying $138 Monthly at the City Centre location) Because of their disregard for my business... I passed. Now, before you go saying that I am overreacting.... I was at another location a few months ago and the front desk employees stated " the Greenway location is not worth the extra money and they are trying to keep the poor people out with their high costs". I went in with an open mind and found out for myself how true this appears to be. Don't get me wrong- I was spoken to and greeted many times throughout the night. Lifetime staff is always courteous. Just not by sales or member service staff. When the account services staff got someone to help me- she acted as if she didn't' have the time, didn't tell me anything about the club or give me a tour like the other people were receiving and told me the prices.

I can appreciate a level of exclusivity but there should never be a point where you allow your prospective customers to feel disregarded and unimportant. Maybe if I wore my gucci and hermes I would have gotten more help. True sales people know to treat the janitor the same way as the CEO because you just never know. This club has plenty of perks but the feeling I left with after tonight has me questioning the amount of money I have given this company for 6 years only to feel how I felt tonight. If it wasn't for Gabriels AMAZING Yoga class at the Sugar Land location- I would spend my money at Equinox. I only took a pic of the pool area because I was ready to leave.

LOCATION: A stones throw away from Lakewood Church convenient to Highway 59 and Richmond

PARKING: Free w/ EZ TAG (Parking garage)

GYM: Absolutely gorgeous- very similar to the modern contemporary style of the Cypress Location

YOGA STUDIO: Needs Soundproofing (I could feel and hear the vibration from the classes on the first floor which is annoying when you practice yoga to relax.

POOL: Spectacular Ambiance- close to the LIFE CAFE with Cabanas

WOMENS LOCKER ROOM: Jacuzzi is currently not working due to a "Power Issue"

ELEVATOR: Currently not working (Had to...

In general, this is a nice club with a big gym space, diversity of classes (both included in your membership or for extra cost), a really nice rooftop outdoor area with 2 pools and other amenities. They offer other services like a spa area, childcare, the LifeCafe, etc. I am a Diamond member and have been enjoying this club for over a year.

THINGS I LIKE about this club: Their classes: They offer a good selection of classes that are included in the membership. I love their yoga classes and the AMP ones. They are fun and you can really see the results after a while. People working there: People at front desk are friendly and always helpful. The instructors and trainers I have met so far are awesome and really good at what they do. Location and space: It is well located, and the building and amenities are modern and really nice. Guest passes: They offer limited guest passes every month if you want to bring a friend.

THINGS TO IMPROVE: Better control on the capacity or adjust to it: Since the beginning of the year I have seen more and more people coming to the club, to the point that you have to wait a lot to use the equipment to do your workouts. There're not enough dumbbells or benches in the free weight area for the demand and that makes you having to wait a lot to be able to do your workout. That should not happen in a club like this. Better care of the weight machines: They are all functional most of the times, but they should take care of details such as the weight labels (many of them are removed) and make sure the machines are well adjusted and there's no loose screws. The app: This one is convenient, but it glitches A LOT. Sometimes it does not open, or does not recognize your membership or (the worst part) does not let you book classes. I have been waiting for the app to be fixed for 2 days and still does not let me reserve any class. Parking space: It has an ample parking space, but since the gym is so crowded, there're days that it is hard to find a spot, taking you up to 15 minutes to find a spot. I have had to park outside the parking for a couple of times not to miss some of my classes. Not cool

Overall, as I said, it is a nice club and the people working there is the best part of it. I have a lot of fun going to the classes. The workout time is not as fun cause I have to wait a lot to do my routines. I just wish they solve some of these issues, cause for the cost of the membership this should not be...