Chuze Fitness — Attraction in La Verne

Down two stars :(

I had two unfortunate negative incidents at Chuze Fitness over the past two days. We've been members here for almost three months with ZERO issues until last Monday morning (12/04/2023).This was a busy morning and near the front counter, there were Chuze employees as well as other Chuze members in this immediate area. In other words, the area was a fairly active typical gym environment. Coupled with that, there was construction of some type going on with a scissor lift and construction workers nearby.

I scanned my membership card and so did my wife. A chuze fitness employee (name witheld) informed us there was some issue with the card and we would have to re-scan them. This was unusual being that in the three months we have been members, we have had no issues with the credit card on file or with the membership card scanning correctly. We scanned both cards again. We got a somewhat questionable approval that the scan went through. With machinery nearby, tons of people and activity concentrated near the front counter, you would think a serious issue had occurred with our account , credit card or payment issue. Being that all other Chuze members were being let in with no issue, along with all of the other people in seeing/hearing distance of this encounter, it was embarrassing to say the least. We went in and worked out and made the best of it.

We went to the gym again today (12/06/2023). I jokingly asked my wife if we would encounter any type of issue at the gym again. We scanned our membership cards and went in without issue. There was a friendly employee that greeted us and we went in and worked out. At the end of our workout, I was doing some shoulder work  on a machine in an area at the northwest part of the gym. This is a large area for circuit training and there were only roughly three people occupying the area.  I have carried a small gym bag with my towels, sanitary wipes and workout gloves with me for three months without issue. At this time, I had it next to me on the ground, out of harm's way, so as not to be a tripping hazard.

As I'm getting my workout on, (employee D) walks up to me again and tells me that my gym bag is too big and is not allowed. She tells me I would have to store it in a locker. Totally mystified, since other members had gym bags, weight vests etcs on the floor in the even busier areas of the gym, It felt a bit odd that I had to be reminded of the gym bag policy. Employee D was cleaning machinery and casually walked away, going deeper into the gym. She did not contact other Chuze Fitness members, nor did I see her walking around looking for violations. In a closed environment, and if enforcement is your priority, in the name of fairness, she should've scoured the area for other violations with other members. It just gives a very bad look, especially after you have just warned a member of a specific violation.

I informed my wife that employee D had an issue with my gym bag. I decided to walk around and see if others had gym bags and sure enough, other members had bags on the floor and presented more of a hazardous situation than my gym bag.

This totally disrupted my workout. I decided to ask employee D about the policy. She insisted that small fanny pack style bags were allowed but the gym bag I had was too big. We had a lengthy conversation with her insisting that I hadn't been singled out. I showed her other members' bags, including members who were walking right past us with either a weight vest or gym bags. She essentially stated that she had a job to do and further added that I had agreed to the rules when I initially signed up. She asked if I wanted to see my signature and I declined. It was obvious she had an enforcement mentality which totally kills the positive gym vibe. Since we were already here having this conversation, I asked her what the issue was two days earlier when she asked us to re-scan our membership cards. She vaguely explained the reason why we had to re-scan our cards. This was not a pleasant experience and corporate...

Save your time and Money. First, I was signed up for the wrong package where I was suppose to have access to the classes I wanted to take. Then it was “fixed” but every time I went to book a class it wouldn’t allow me to. so every time I wanted to take a class it was fully booke and then I would miss out. Then I would be on the phone with multiple people every time for lengthy periods just trying to get my account fixed and or get me in a class. A few times I was accommodated by Kiana and fitness manager to let me in a booked class. Kiana had also said she would charge me for just the premium package for the next two months with full access to classes. But it continued to do the same thing and I couldn’t book a class. But Today, being the 3rd time I’ve called in the last week regarding the same thing. I spoke to Taye, she claimed she was a lead supervisor and she was rude, snarky, and condescending. I was extremely frustrated and on my way to a class but once again it was fully booked and I didn’t have access to book. She basically told me “sorry” and “that she was trying to help me” but clearly she didn’t. She then hands the phone to Madison who also claimed she was a lead supervisor and she gave me the same pushback. She even laughed at me at one point on the phone when I was trying to explain to her that I have had this repeated conversation with multiple people and I just want my account on track and take these classes. I even confronted her and asked her why she was laughing at me. And she giggled again and said I was just getting over a cold… you could clearly hear it was not that. She then says there is nothing she can do for me for the class I wanted to do that night and won’t make an acceptation for me like Kiana and the fitness manager did due to the same occurring problem. She claimed she asked/called the fitness manager and she said she said no as well… but it’s strange she was willing to accommodate me every every other time because she knew my situation. i then asked to speak to the fitness manager, and Madison said no. I was very upset and she then tells me to take it up with the district manager. Practically blew me off and put me on hold in the middle of what I was saying. Then Taye gets back on the phone and I asked what happen? And she said that Madison had to put the phone away because I was yelling at her. Which is not true at all. She was just not willing to help. I was having to correct her multiple times about my account as she kept mixing up the situation.. she even accused me of not showing up for the classes on time! Not the case at all. What is she even talking about??? They both blew me off. The interaction with those two completely ruined my night and I drove back home. Do not waste your time and give them multiple chances to fix things over and over again like I did. Unreal.Just awful customer service and horrible lack of knowledge on how to handle things. it seems as if it a bunch of young kids who could care less about your frustrations...

Disappointed with the policies of this place. I’ve been a Chuze member at the Rancho location since 2021? I have been SO excited for La Verne to open. I tell everyone all the time how great Chuze is and if they’re looking for a gym they should try it out. Welp…

I have the premium membership (the middle one). I saw that they have an opening sale for the “more” membership. The only reason I’d be interested in upgrading, after 2 years of having a membership, is for the hot yoga class.

I went in tonight and asked if I could try a class before upgrading my membership. They said they couldn’t do that. Okay…I’m possibly interested in upgrading my membership which is more money for them, but okay. I ask them if I can pay a drop in fee to TRY this class one time. Also no. My only option is to upgrade my membership.

This is incredibly disappointing and seems like bad business. You literally just opened. You have don’t have a full class on the app. I’m willing to give you money. But I’m refused access because I’m already an existing member so my intent to try your classes isn’t viewed as valuable as a potential new client who can try a week for free? Where’s the loyalty to existing members?

So that’s all. Definitely disappointed my favorite gym let me down. Facilities are top tier, it’s new. Service/policies-make it...