Life Time — Local services in Houston

Extremely Disappointing Experience and Inexcusable Harassment

I want to shed light on the unacceptable treatment we received from this establishment the day after christmas.

As long-term members of this gym, with my husband having been a member for over 15 years and myself for over 6 years, we have always been loyal and dedicated patrons. However, a recent encounter with a particular worker in the family locker room left us feeling humiliated, disrespected, and utterly appalled.

On 12/26, as we were using the family locker room, this employee named Vicky approached and confronted me asking if I even have any kids. Now one would take this as a compliment, which I would have had she said it pleasantly. Instead, she scowled at me and further interrogated me about the whereabouts of my child in which I told her that my husband was dropping her off at the kiddie place. I brushed it off and went about my usual routine and placing my family’s belongings in a locker. Of note, not once, in the YEARS we have been coming here about this locker room closing at 8pm. We have never had an issue.

Unfortunately, the harassment did not end there. This same worker, upon seeing me entering the family locker room after my workout, asked me in an accusatory tone if I had any children. Again. Her insinuation that I was some kind of creep using the family area without a child was deeply offensive and unwarranted. I cannot comprehend how a staff member can make such baseless assumptions and treat paying customers in such a derogatory manner. I told her that yes my husband is in a stall as we speak giving our 2yo daughter a bath. She then stood there as if waiting for me to prove it to her. So I was compelled to call out for my husband in the middle of a busy family locker room to come out and show that I in fact had a family. My husband comes out with our dripping wet child and Vicky then told us that they close at 8pm. She became aggressive and instructed us to “Get out!”, despite the fact that we were never previously informed of any closing time restrictions. So we responded to her by saying “Okay Vicky, we will leave when we are ready because as you can see, we still need to change our child.” She proceeded to call someone on us, stormed out and Chris comes in to attempt to deescalate the situation. Chris witnessed how rude Vicky was being and we looked at him in disbelief because to our shock, she taunted us by saying, "Say my name one more time!!!” to my husband in an aggressive and confrontational manner. This behavior not only displayed a complete lack of professionalism but also left us feeling threatened and intimidated. Chris then repeatedly asked Vicky to leave the locker area (which warranted multiple prompts due to her not yielding). We filed a complaint at the front desk needless to say. Chris approached us while we were there few moments later and sincerely apologized and said he was completely shocked himself at Vicky’s behavior.

Even after we filed a complaint at the front desk, the response we received the following day was a mere apology. While we appreciate the acknowledgement of the incident, we firmly believe that a situation of this magnitude warrants more than a simple apology. The level of disrespect, humiliation, and emotional distress caused by this employee's actions demands a higher standard of customer service and corrective measures to ensure that no other member is subjected to such mistreatment in the future.

As a result of this deplorable experience, my family and I have decided to seek alternative gym options. We can no longer support an establishment that fails to address such blatant violations of customer rights and dignity. Our trust and loyalty have been shattered, and we urge the management of Lifetime Fitness to reflect upon the severity of this incident and take appropriate action.

I sincerely hope that by sharing our story, we can raise awareness about the importance of treating customers with respect, regardless of their length of membership or any...

I booked a birthday party at Baybrook after grand opening without being provided details and was told someone would get in touch with me regarding the party option details and final pricing. No one from Baybrook knew party details the night we booked, but Will the 'birthday guru' (very nice guy) from Cypress location was present and was able to give me the basic package price and assured me Baybrook would figure it out and make sure their first booked party was a success. I was contacted by Nancy Perez about 10 days later, but she still didn't have the necessary information to finalize our party and didn't get back to me until yesterday, after several follow up calls (daily), email and even toured the children's center last Friday with her to get a better understanding of what each package included, party flow and setup. Nancy promised to get us the information Saturday. When I called to follow up with her on Saturday she had no information and promised to get it to me on Monday. I told her we wanted a pool party so we got to use the facilities since the other 2 party packages restricted use of the kids academy during the party and she said that was fine that all options were still open and still waiting to receive missing information on pricing for additional children and food options. On Monday after yet again no responses and only 11 days away from party and still not able to send out invitations, we reach out to Cypress location and obtain the information directly since going through Nancy had not resolved any issues and now cutting it close. Liz from Cypress was able to answer all questions and made suggestions on what works and what to do to make the party run smoothly. I even had to go to the Life Cafe myself and ask for catering details to get pricing for food for adults and Rachel Bennett at the cafe was able to put together a platter and was great at providing me pricing and suggestions on what to do considering they did not have their catering details available yet. When Nancy finally called me back yesterday (Tuesday), she was rude and not friendly and informed me that we could not have a 3 hour pool party, as recommended by the Cypress supervisor, because she had already booked another pool party to begin immediately after our party. I was shocked to learn that she had the time and forethought to finalize details for another party before ours and I told her I wanted to consider whether we could potentially change the party day so that we can get a 3 hour party but would think about that option while she continued to provide me with the other details we've been waiting on to confirm the party. Nancy insisted I tell her then whether or not I wanted the party date moved and asked several times before I had to stop her and say wait, I told you I would consider it during this phone call. She was being very aggressive and her tone was different from previous phone calls. I don't understand how she was able to work on and book another party for the same day as our party, while I knew I was their very first party booking at this location for the very first available party date. She blamed me although my inability to confirm all the details due was due to them not knowing nor having party procedures in place yet and then learning that although she knew the date of our party and that we wanted a pool party and have been waiting on her to provide information to finalize our party, she booked another party before finalizing our party details. I was treated horribly and the staff at this location does not care about their customers and basically blamed ME for my inability to confirm the details of the party. They took no responsibility nor were they apologetic and it seems this is an acceptable practice since they ‘run a business’ and even asked if we understood what that meant. It’s not about the money, it’s about the service. It’s about the lack of customer oriented and friendly service, or at least being able to display common decency...

/Update/ "We moved the birthday party to Acrosports in League City, and it went off without a hitch. The staff was helpful, informed and great with the kids. That said, I am changing the rating to reflect the gym appearance and service since most of us joined for the gym part of Life Time."

/Gym Review/From the moment you walk in you're welcomed with a smile and every staff member is ready and willing to assist with any questions. I've been to several other gyms, and this one ranks at the very top when it comes to service, equipment variety, equipment availability, and cleanliness. While I haven't had an opportunity to attend a class or use their trainers from my observation the trainers and class instructors are the very best. They are well trained and are great with their clients. The staff in the kids' area are always accommodating, caring and they have a large selection of classes for kids to attend. I hope to be a member for a long time to come and increase my membership level so that I visit the new location coming to the greenway area.

/~January 14/ Update - DO NOT SCHEDULE A KIDS BIRTHDAY PARTY WITH THEM until they have a properly trained staff. My wife just got off the phone with them and they blamed the problem on us for changing themes which is strange since we met with Nancy on Saturday and she said everything was open and she would get back to us on final pricing. We put the deposit down based on the information provided by Will from Cypress as soon as they opened. However, Nancy kept saying the pricing was different and would get back to us but she never did. We've must have called her between 10-20 times and no luck. At this point, we're canceling the party and moving on. Just sad though. BTW - I don't do 1-star reviews but in this case I believe it is warranted. /January 8 at 12:48 PM/ DO NOT SCHEDULE A KIDS BIRTHDAY PARTY until they get things together. Initially, we signed up with Will from the Cypress location who was helping them out during the grand opening. Since then we have been working for Nancy Perez and still have not been able to finalize our details. She doesn't know the price, she doesn't know what they can offer and really is playing it by ear while she learns the ropes. I don't have a problem with that but today, we are told that we cannot extend an hour after talking to her about that a few days because they already booked another party. What we find ridiculous is that they still haven't finalized our details and they are already reserving other parties. I get that it's a new location but why not keep an expert there while we train the staff. I'm asking for any manager to give us a call and help us get this sorted out. We are less than 10 days out and can't get a printed price list and...