Fitness Connection — Attraction in San Antonio

Very shady business practices when it comes to customer service. I wanted to freeze my account for just 1 month, but the whole experience was so frustrating I ended up cancelling my membership. I'll go to Planet Fitness instead.

Outdated Customer Service Technology: The "24/7 customer service chatbot" is severely outdated, often running you in circles. When it does provide a contact form, the information seems to disappear into a void. One customer service agent even admitted that the information submitted through the chatbot often goes nowhere.

Lack of Direct Contact Options: There is no advertised email address for inquiries, forcing customers to rely on the ineffective chatbot or phone service.

Inadequate Phone Support: Phone support is mostly available during standard business hours, and wait times are typically at least 30 minutes. When you finally reach an agent, they are unable to provide satisfactory answers about policies in my experience, probably because they themselves see that the policies are unethical and shady.

Opaque Policy Communication: Phone agents claim there is no way to speak directly to customer service managers. Questions about policies can only be submitted through a feedback form, which may or may not be reviewed. Additionally, while agents can email you directly, any attempt to follow up on previous communications is futile as the agent may no longer work there, with no email auto-replies in place to inform you.

Billing Issues: I felt penalized and overcharged due to the extreme difficulty in contacting customer service. Even when I was ready to provide records of my communications, the company claimed they had no record on their end and refused to help.

In conclusion, the combination of outdated technology, inadequate support, and opaque communication channels makes dealing with this gym a nightmare. I strongly recommend considering other options, such as Planet Fitness, where customer service is more accessible...

Matt did a great job! Thanks Matt! 👍 Edit: I have come back to edit my review and change the score. I have been attending about 4 weeks now. There are many things I do not like or appreciate from the gym though it is a great gym. First when I was charged I was charged the last week on January and again the 1st of February. I was not pro-rated the January amount though I was told I would be. I was also informed I would not pay the yearly fee until next year as I haven’t been here the entire year & today I was charged the $64 fee after being a member for less than 30 days. I was introduced to the trainer Adam, and Adam made the training prices sound great. He informed me I was supposed to pay $240 a month but would not show me that price and instead opted to give me a price of $120. Well turns out that was a LIE again and the price was actually $240. This gym lives off of lying to its customers and getting as much money from them as possible. I do like the gym on its own, but DO NOT BELIEVE THE TRAINERS. Read the entire contract thoroughly don’t trust anyone here. My current trainer wasn’t aware of the situation with Adam and therefore is not at fault. Still be weary of what...

just want to take a moment to thank Mat!! One of the sales representatives at this FC location. From the very beginning of our tour he went above and beyond to make our experience seamless and enjoyable. His professionalism and genuine positivity immediately stood out to my husband and I. He wasn’t pushy at all, but instead really took the time to listen to our needs and guide us toward the best options. One of the biggest highlights for us is that he introduced us to the Kids Club. We have a 4-year old, and he explained all the details in such a way that made us feel completely comfortable and confident about bringing our child here. Because of his patience, knowledge, and clear communication, we signed up without hesitation.

Not only does he clearly know his stuff, but his enthusiasm and great attitude make you feel excited about joining the FC community. It’s rare to find someone with such a perfect mix of professionalism, friendliness, and genuine care for customers. Corporate should be proud to have him on the team, he is truly an asset to Fitness Connection! Thank you Mr. Mat for all you do! And thank you from our son, for talking to him about Pokemon while...