SWTHZ Plano — Local services in Plano

Initially, I would have rated this a 5/5. I signed up for this location before they opened with the Founder's unlimited membership. I went in every single day for several months and it's worth it! The cleanliness of the facility, friendliness of the staff, attentiveness to it's members were all great. I enjoyed it so much that I would bring friends with me and I had friends come in from work. I even created its location on google with its first picture and business hours so that more people could find it.

Since then, my experience has gone downhill. The first manager they had no longer worked there for reasons unknown, but the manager who temporarily stepped in until their location opened in Allen were not professional. They sat on the counter while on their phone during my entire visit. He was barely attentive while his team was welcoming as usual. I got the vibe that he was the kind of "leader" that lead with words and not actions. Most recently, I found out that the reason I haven't been able to log in to my account to book reservations was because of a "bug" in the app. The "bug" unlinked my membership from my account. Rather than being understanding, this new manager told me how I SHOULD have handled it as if they know what goes on in any persons' lives. They restored my account after I requested to terminate my membership, which makes 0 sense. In general, as customers paying for a service you expect that service to work especially when it's a core feature. They refuse to take responsibility for the "bug" and are penalizing me for it instead as if it was my fault that it broke. This just screams out GREED. The manager wanted to quote the part in my membership agreement that states "billing and recurring payments process automatically until cancellation notice is received." They seem to have conveniently skipped this part over to prove their side: "SWEATHOUZ SERVICES: All SweatHouz services are available to you through its scheduling and service delivery instructions, including online at the SweatHouz website." I'm pretty sure that scheduling your sessions is a SweatHouz service as I've constantly been reminded during my visits that it's something I can do, which I was no longer available for me to do. Imagine paying for a service that was promised to you and then having a feature removed without any notice and when asked about it they refuse to take responsibility. SweatHouz seems to be comprised of franchises with no actual contact information to its HQ.

While its staff is one of the best I've seen at customer service, I can not recommend SweatHouz to anyone due to it's poor selection in its leaders and business practices.

I was only refunded for several months and offered free waivers to visit but I don't know who in their right mind would want to do that after an experience like this. This handling of this situation doesn't deserve such patronage even...

It is a pricey place that doesn't align with the customer service level. I visited this afternoon, invited by a friend. I showed up before she did, the guy in charge did not even greet me. I said I have an appointment, he proceeded to tell me it is at 6:15. I know, I just showed up early to fill out something as my friend told me, so he proceeded to give me an ipad. After I filled it out, I gave it back to him and he said, do you have a credit card because we don't take cash , I said my friend is paying. I waited for 10 more minutes, my friend came and with the same cold as the plunge attitude he asked my friend if she was using a guess pass. We went into the Sauna, he explained nothing to me, he only showed me my room and my friend had to explain to me what to do, hello!! I am first timer!!! I think the TV is there for music but I couldn't figure it out Then the cold plunge, he took us there and my friend asked for a few more minutes so I could shower she was sharing her plunge time with me, he said it was an extra charge for 5 minutes. Understood, not a problem with the charge but with the attitude to deliver the message. Overall my experience was very unpleasant, not even interested in coming back, first impression was colder than the plunge! Even my friend felt embarrassed about his lack of courtesy. So....Was I supposed to relax???? Mission not...

I had a conversation with the manager of the Plano location, and I must say, he was quite unpleasant. I contacted him because two of my infrared Sauna experiences were removed from my account, even though I hadn't booked anything else from my package except for one experience. Additionally, I had purchased a promotional experience for myself and a friend, and those were the only times I had visited SweatHouz. I assumed it was a mistake and expected the person I spoke with to rectify it. However, he was extremely condescending, telling me that I couldn't see his system. I explained that I didn't need to see his system; I simply knew the experiences I had and that I hadn't booked anything. I also mentioned that when I came in for an appointment, the young lady confused me with someone else, and I wondered if that was the issue. He brushed me off and said, "Yeah, whatever, I'll just give you two back," as if he was doing me a favor when it was his responsibility since I hadn't used those two services. In short, this man has serious issues. One of them is that he shouldn't be a manager if he doesn't want to work in the customer service industry. I can only imagine how terrible he is as a manager to the staff members because if he can speak to a customer like this, there's no telling what he's putting those poor...