Apex Centre — Attraction in McKinney

Terribly disappointed with this organization so far. I signed up for a new family membership and was told their pool was open. When I went to take my daughter swimming, they said only the competitive pool was open and that my daughter could not use the pool. I was never told this when I signed up, so I requested to no longer have a membership, as I would just start one when the leisure pool was open. The manager there asked me if I would be interested in freezing my account, to which I said no thanks, I would rather just start a new one when the pool was open. The manager said freezing the account would be simple, fast, and I could come in when I was ready to start back my membership.

Well, today I wanted to start my membership back because I wanted to use the facility and was tired of being told that the leisure pool would be open in 2 weeks, every week, since before February started.

When I get to the facility, ready for a work out, I was told that they could not unfreeze my account because no one there had that ability to do so (told to me by the assistant supervisor). I said that another manager told me I could come back without issue. The desk clerk scratched down an email and told me I had to request them to unfreeze my account before I could come in. I was told that unfreezing my account would be simple by the manager who convinced me to do this.

I asked the assistant supervisor if I could email finance right there, and then just use the facility since I was already there and she said I could not. I asked how much to use a day pass and she said $15.00! They have already taken over $150+ from me and I have not used the facility whatsoever at this point, now they want me to pay an extra $15.00 to use it because of a miscommunication caused by management.

This is a major failing on management's behalf. What kind of operation does not honor a form of reconciliation of a major inconvenience to a paying customer with a simple pass so I can use WHAT I HAVE ALREADY PAID FOR!! They took my money, but I can't receive the service I paid for. The assistant supervisor just stared blankly saying that I would have to leave and come back after emailing their finance branch to request to unfreeze my account from home and that even if I emailed them at the desk she would not give me the go ahead to get my quick workout in.

This is an example of an organization's bureaucracy steam rolling any human understanding and reasoning. This entire situation could have very easily been rectified, but has instead left me with a horrible taste in my mouth and heavy frustration towards this organization's weak management. I would recommend training your assistant supervisor on how to use common sense to create a positive customer experience over being paralyzed by their own incompetence. I'm sure they are possibly a great person, to have earned being placed in that position, but please empower your people to do what is right in the right moment.

This is a big, big thumbs...

Update: I have to change my review from 2 star to 1 star for a few reasons that I have experienced for last 3 months of membership. First of all, Apex center still does not provide towels. So I had to bring my own towels for every visit. Second, I found quite handful of people were on the phone when they were using the treadmills. Most of the people who talk on the phone while running, are very loud, and I can hear every words from their mouths even though I am on my earphone for music. It obviously bothers a lot. There are a few signs through the facility to prohibit calling on the phone while working out, but it doesn't seem staffs care about it. I have seen there were 3-4 staffs at the front desk and chatting each others, but didn't do anything for those who were talking loudly on the phone while running on the treadmills. Third, I found a few times there were empty containers for the sanitizing wipes. Again, no staff cared about it for a while. Fourth, I also found multiple locks for lockers were not working. It seems it is a continuous issue that locks not working properly. I assume it is most likely running out of the battery for locks. Again, no one seems cares about it. Last but not the least, I have experienced very bad smells in men's locker rooms several times. It was like bad sewer smell and unbearable. I think Apex Center is not running properly, staffs are not working as they are supposed to, and it doesn't provide the proper service to its citizens. Apex center absolutely comes very short for my needs at least. Original review: I just came back to the membership after about 2.5 years of pause for pandemic and other excuses. Well, then I found that Apex Centre decided not to provide towels any more. They even built a brand new sauna without towel! What a selfish decision to just save cost to run the facility! Very disappointing experience. With the same money for membership, you can find much better services all over the town. Go...

Child care is negligent. My three-year-old child was locked in a bathroom because he had had a “bathroom accident“. The door was shut and employees were not anywhere near the door. Just left him screaming for 15 minutes!!!!!!. They couldn’t find me because the information about where I would be working out was on his sticker, which was LOCKED IN THE BATHROOM WITH HIM!!!!! By the time I got to him, he had no idea why he was locked in a bathroom all by himself. He was SHAKING and hysterically crying, snot everywhere, and so confused and scared!

I am absolutely appalled that they could do this to a 3 year old child. He had absolutely no idea what was going on. What if there had been a fire? Would they just leave my child locked in that bathroom? What if he had fallen down? Would they just leave him by himself bleeding until they found me?!

I have no confidence that Apex Center can take care of children after what I just saw. I will be reporting this to the state.

Absolutely negligent! I would never recommend the Kid Care here. Absolutely appalling.

He has not stopped crying and has snot in his hair, and in his eyebrows from being left in that bathroom scared and alone. He was shaking and screaming with snot falling to the floor —- that’s how I found my baby! No workers near the door, no one checking on my 3 year old!

I am appalled and my child was traumatized. Childcare should not be offered here if this is what they do to 3 year olds.

Reporting to the state. No safety protocols....