Presidio Community YMCA — Local services in San Francisco

I visited the YMCA Presidio around a year ago. Today was my second time, and this was because the location I normally attend (Chinatown) is currently closed for a few days due to renovations.

I was aware that today, being Labor Day, I had to make sure I knew their schedule. The website said "Holiday Hours September 2: 2pm", I was surprised right away, because it didn't specify anything about a different schedule for the pool; it was strange because for most YMCA's locations, pools tend to close 15-30 minutes earlier than the rest of the facilities. They have listed on the website the hours both for the pool and the gym; so since for Labor Day it only said 2 pm; I didn't think much of it.

I had completely forgotten that the pool wasn't at the same address than the gym so I went to front desk at 1:00 pm and asked for directions, doing that plus walking to the actual pool took me around 15 minutes. Which was fine, because I had planned a 35 minute swim.

As soon as I entered the pool's front desk I wasn't greeted, instead I was received with a "just letting you know, you'll be kicked out off the pool in 15 minutes". I was surprised and said "why?" to what she replied "well, because we're closing at 1:30 pm."

She said this with the most condescending tone, and I told her that the website said that they were closing at 2 pm completely dismissing what I had just said, she repeated "just letting you know, we're closing in 15 minutes, you have plenty of time". Not sure in which world does 15 minutes is plenty, (let's also take off 5 minutes to properly change into swimming attire) unless that's all she can handle when swimming. I was really mad and ended up leaving, I didn't see the point of staying.

I shouldn't be surprised that the staff at Presidio is rude and entitled.

I went back and informed the staff at the gym's front desk, I told them that coming from the Chinatown facility, I'm more than aware that the pool always closes earlier than the rest of the facilities, but I decided to trust the website. I want to make clear that this isn't the main problem, set aside that it was a mistake from whoever posted on the website, I understand this can happen to anyone.

What is not right, is the way I was "received" at the pool. She could have said the exact same message with a different delivery, on top of the commute I had to do, plus the fact I wouldn't be able to get a swim session; the last thing I needed was a rude and patronizing...

The most outrageous customer service I have ever had to deal with.

I work inside the Presidio, so I thought this location would be great for some mid-day workouts. I was wrong... the gym itself was nice, but the lockers are very poorly maintained, and I ended up checking in once and then wanting to cancel my membership.

Apparently, you have to write to the manager for that because they hope you are too lazy to do so, and they get to charge you a few more months. Well, I did...right after checking the place out, and here we are 2.5 months later, and I am still not cancelled and charged twice.

I have emailed their "manager," Katia H., 3 times now, and I have called the club more times than I care to count to try and talk to her, and nothing... not even an acknowledgment of my emails or a call back.

About 10 days ago, I went in, and she was there. She had the audacity to tell me that she got my emails (OK, so why didn't you reply then), and I was going to get a cancellation email confirmation and refund by the end of the day. I asked if I could get it in writing for her there and then, she replied that she cannot do that, and I have to wait for the email.

Well, no email came that day, and so far, they have charged me $172.00 without ever using the facility.

Today I received an email saying they are increasing their membership prices, and my charge would be higher next month.

I called again today and was told she is not in the office. When I asked when she would be in the office, I was informed that she is in a meeting all day...

I will most likely have to cancel my credit card, and no gym membership cancellation should ever be this much work or take 2.5+ months

You do with that information what you need to....

Good...

Everything goes great, unless you have to deal with their shady management.

My only suggestion for anyone to beware here is, everything you sign, tell them to give you a second copy of it all. If you cancel your membership, make sure that you double check with them that it really is cancelled, because if not, they are capable of charging you continuously every month without any notice.

The bigger issue comes in if you try to get a refund. The director and upper management will stop at nothing to stall, excuse, and/or ignore your situation no matter how many times you call, email, or visit the place trying to solve the issues. Even having proof that includes actual dates, names and times, they will act as if they know nothing, and keep using different excuses every time, very often putting you on hold and hanging up, or saying they will call/email back without every doing so.

The front desk workers can even pressure the management to try and refund you, but the supervisors and directors hold it all back and never deal with anything. It's as if they just sit in office all day doing nothing because clearly that's what it seems like.

To clarify, installations, staff and pool is great, but management is so dishonest and greedy to a point that it becomes too much of a Con that overshadows the Pros.

There are plenty more fish in the sea. This one ain't worth...