SPENGA Mokena — Attraction in Mokena

I have absolutely no complaints about Spenga while I was going there and taking classes. The place was clean, everyone was friendly and all was well. My complaint is regarding cancelling my membership. In the very beginning of the COVID debacle, they were reducing class sizes, so if you were already signed up for a class, they cancelled everyone, reduced the size and you had to sign up again. Still no complaints - I understand.

However, after a few times having my class cancelled, I decided I was just going to cancel my membership until after things returned to normal, as I was having difficulty finding a time that worked. I called during normal business hours, but got their voicemail. I left a message with my name and a number to call back and told them that I wanted to cancel my membership. Within a day or two of that, the governor issued the order to shut down.

After the restrictions were lifted and they reopened, they started charging my credit card for the monthly membership. I didn't notice until after the second charge appeared on my card. When I called to ask them to refund my card, as I had called to cancel back in March and they could easily verify that I had not attended any classes, I was told that they can only cancel my membership if I come in in person and present my card. They told me that they never refund anyone and that I had signed documents informing me that I needed to cancel in person.

I will concede that it may very well have stated that in the papers, but a simple courtesy call to inform a customer of that would have gone a long way. I understand that everyone's businesses were in an upheaval at the time and no one knew what was going on. It has definitely been a crazy time, but where is the customer service? Someone should have called me back to tell me that they couldn't cancel my membership unless I came in in person. Even if calling me back slipped through the cracks on their end because of all the craziness of the time, refunding my card is a simple customer accommodation that they refuse to make. I was even told by the manager that she would ask and call me back to let me know. I still have not heard a word.

Very disappointed in the customer service and obviously will not...

We'll start with the positives: nice facility, clean, trainers are all super nice. The workout is okay- it seems less vigorous than other HIIT gyms and other "group workouts" in the area I have been to. I ended up going here for 2 months (see explanation below), and the trainers never once corrected members' forms when lifting weights, riding, or doing TRX exercises, which is dangerous and can lead to injury. I still don't understand why all of them do not correct your form! The first day I went in there, I had no idea where anything was, what to do, where to go, and no one greeted me for the first time or showed me anything. In fact, if I haven't gone to Spin classes prior to this, I would have had no idea how to even adjust or get on the bike.

What also makes this facility worthy of 1 star is the fact that their management/owners are completely money driven, and not about the customer when it comes down to it. They have run several promotions to get people into the gym lately, and I did one of them--- $20.18 for a month unlimited. Apparently there were 3 choices when signing up for this promotion online, and I chose the one with a membership attached to it each month after the promotion was up --(my fault, I admit it). However, when I went in there to try to correct my mistake, they were not helpful at all. In fact, they even ADMITTED that their sign-up online with the 3 choices that all looked the same "appeared pretty similar"....but yet they didn't let me "out of the contract". They made me pay $140 for the next month regardless. This is high disregard for their customer, and disappointing because it has now prevented me from recommending this to any and everyone and in fact, when people ask me how I like SPENGA, I have to tell them the truth....

When it comes to customer service, specifically "membership contracts" I was lead to believe certain things based on their staff's communication. Actual facts are in the fine print of the contract making it hard for their management to take any accountability for their actions. What was told and sold to me was different from actuality.

I came in to cancel my membership once businesses started opening-up from quarantine. I filled out paperwork and the woman told me my cancelation would be effective right away. That my last time to come in would be 8/17. She also told me I wouldn't be charged.

After a couple of days, I noticed a charge on my account for the monthly membership. I called in and spoke with Anna (who really had no empathy). I asked why this was and she said it takes 30-days to cancel - that it's on your contract that YOU signed. I can't give you a refund because you signed it.

WE ARE IN THE MIDDLE OF A PANDEMIC. Some of your clients feel uncomfortable coming in and some have high-risk people at home. While I understand "contracts" and business -- it seems like business and money are more important than the community that is coming in to give you the opportunity that makes you money.

Spenga should take another look at how they go about customer service and hire people that can empathize with our world's situation right now. Not everyone has the cash to freely spend at this moment in time and it feels like they are just stealing at this point. I will never come back here again. There are plenty of other gyms that offer...