Cape Fear Fitness — Local services in Southport

EDIT: Looks like this will be the 3rd review within a year that features horrid treatment by the female manager on staff. Please, do something about this. She has a toxic attitude, and I really hope she isn't at the desk whenever sympathy or basic customer service is required.

Cape Fear Fitness used to be an all-time favorite place for me to visit. Not only was I able to focus and hone in on my physical and mental well-being, the overall environment and staff were extremely warm and made every visit a pleasant one. The warmth has regrettably changed, and CFF is no longer in its prime. The pricing structure could be re-visited, but most importantly, the drastic shift in how the business treats members needs immediate attention.

I have been a visitor and member within a span of approximately 4 years, and an unexpected (and very costly) health emergency caused me to have to cancel my membership alongside my husband’s. We were initially open to joining again in the future, but a strongly negative experience with the manager herself while canceling turned us off from this completely. During canceling our memberships, I asked if there was a possibility of not being charged for the next month as we had just gotten hit by unforeseen medical expenses, and the woman at the counter declined. I’ve been working in customer service ever since I began working, so I could understand since we were about 3 days out from being charged, but it was the nasty comment she had to make that spoiled it all. She told us she was the right person to ask, as she was the manager, but scolded us for not thinking to contact her sooner, saying she might have tried to work with us but we were too late. A simple no would have been so much kinder, and it is no wonder why the gym’s attitude has grown chillier with someone like this for a manager. I am not surprised to see another negative review around this individual.

Apart from this instance, I do think CFF would see more growth if they altered the way they priced memberships for married couples. Their current structure has deterred many we’ve spoken to from joining. There is no discount for spouses, and if your working schedules do not permit you to visit during normal gym hours, you must EACH pay for the extended pass. This adds up to: paying full price for 2 memberships, paying 2 initial charges for an extended pass, and paying 2 extended pass fees every month.

I really hope these things are addressed. Many of the members who go here are wonderful people, and I have heard excellent things about some of the trainers. And while it used to be everyone, sometimes the young people at the desk...

I have been a member at cape fear fitness for some time. I agree with many of the reviews that are less than positive. The equipment is old and not well maintained, but mostly functional. I have only seen the patrons clean or organize equipment. This doesn't appear to be the staff’s responsibility. As a result, cleanliness leaves a little to be desired. I have also observed relatively frequent building maintenance issues. The pricing structure is unnecessarily confusing, and the staff doesn’t seem very knowledgeable about pricing or the operation of the gym. My impression is that this is due to high turnover, and disengaged management. While i was there, the staff seemed transient. It seems to me the business model relies on day/week passes from vacationers. If this is the case, I understand why maintenance, cleanliness and customer service are lower on the list of priorities. The classes and instructors were pretty good. I miss some of the classes. This was the reason we became members (hence the extra star). However, for family and I, there are better options available. There are also better options in the area for vacationers. I have not not observed “rude” interactions involving staff mentioned in other reviews. To me, “rude” connotes aggressive or confrontational behavior. However, I have observed and experienced interactions I would call impolite, lazy, or inconsiderate. Overall, this gym is serviceable, depending on your needs, but there are much better options...

28-MAR-2028 (updated from 1 star to 4):

MUCH friendlier front desk staff now that the rude manager is no longer employed here. I no longer dread walking in the front door. New manager seems to be more focused on service and cleanliness which makes each visit more enjoyable than in the past.

(Original 1-star review): Manager is extremely rude to customers. In today’s cyber-insecure world, businesses who collect personal information from their patrons, such as full birth date, facial photo, home address and phone #, should be willing and able to communicate to their patrons why their info is being collected and how it will be used. A simple ‘why’ this info was required today (I’ve been a member for a few years) prompted a snappy, loud and rude response from the manager. Two stars deducted for her terrible attitude and appalling treatment of customers. I’ve heard her be rude to one other customer and this was my second unpleasant experience with her. The hours are terrible for a gym. -1 star I’ve worked out mid-day, late afternoon, and on weekends. The floors are always dirty when I go, even in the rooms that are separate from the gym and mainly used for...