Onelife Fitness - Red Mill — Local services in Virginia Beach

On July 12th, I signed up for personal training. After the second personal training session, my left knee started to hurt. It was not any fault of the trainer at all. She was amazing. I then decided to see a doctor and I am currently under a doctor's care for my knee. On Tuesday, I went in to inquire about canceling my personal training because of my injury. I asked the front desk staff who I needed to speak with to cancel the training. Someone came to the front desk and started to ask me why I wanted to cancel my personal training in front of other members and the front desk staff. The person did not introduce himself nor did he tell me his title in the facility. Turns out he is the director of personal training. I did not want to disclose my personal information in front of the other staff and members who were coming and going. I simply told him that I could not make training a priority right now. His response to me (in front of everyone again) was that I must be having financial hardship. It is very poor customer service to define someone's situation as financial hardship, especially in front of other people. I should have been taken to a more private area in the facility to discuss my situation. I returned the next day with a note from my doctor verifying that I was under her care for my knee. At that time, there was no director available to help me so my trainer placed the note on the director's desk. Within five minutes of leaving Onelife, I contacted Onelife and asked if someone could call me regarding the situation. Instead, I was given an email address and told to email the director of personal training, Justin. I emailed the director to let him know I had dropped off the note and I asked him to let me know what to do to move forward with canceling my personal training. As of this morning, 48 hours later, I had no response from Justin. I made a third visit to this facility today to try to resolve this problem. They told me that a director was not in so I asked them to find me someone to speak with, and the person who came to the front desk wanted to again discuss my situation at the front desk. I saw that she had an assistant general manger badge on so I asked her if we could move our discussion to somewhere a little more private. She took me to the hallway in the front lobby. When the assistant manager came to the front desk, a staff member told her my name and gave her a piece of paper with my name on it. The asst. manager said to me that my situation has been taken care of and Justin has emailed me and a refund was given. I told her that I have not received an email or a refund from the Justin. She asked me if my name was Heather and then realized that she had been talking about someone else's account with me. While talking to her, the director of personal training, Justin, walks in and goes straight to his office. She tells him I am there but he does not come out of his office to speak with me. I explain to her that I have already paid $270 for training and I have only been to a one hour session and a 40 minute session. When Brandon set up training with me, he told me that every member gets two free one-hour training sessions. Well I paid $270 for my one hour and 40 minute session. Plus Justin was going to have me pay $80 to cancel my personal training. I told her I wasn't paying anything else towards the personal training because I cannot utilize it to the fullest extent due to my injury. The asst. manager was playing the middle-man between myself and Justin because he would not come out of his office nor did he invite me in. I was told that I would not be charged the $80 and my personal training is canceled. I was also told that the $270 is a lost cause and I can't get any of that back. I told the general manager that this situation has not been pleasant and the customer service is very poor. His response was "I am sorry" and he walked away. Before I left, I found the asst. manager's tone to be rather patronizing towards me. I have reached out to corporate, but no...

Gym is phenomenal in terms of cleanliness, equipment, and atmosphere. Reason for my 1 star is the Management, Liz Cartwright is the worst GM and has no idea what customer service is and how to appreciate her members. I moved away and cancelled my membership due to area not having OneLife available. Cancelled with a proper Cancellation Request Form signed and filed by the front desk employee Kate G. She said she would give the information to Liz and I was all set. Next month I was charged, called in and spoke with Liz who advised it wasn't a full month in advance so I had to be charged again, and since they use a 3rd party billing system they don't control charges themselves. She told me she had the form and it was cancelled so no more charges would apply. Another month later, charged again! Called Liz and she said that is odd, let me look up your account, she says "Oh it doesn't show cancelled." She couldn't find paperwork now, so I had it still and sent it over to her. She said she would notify the company and get it taken care of and call me back. Never called back which mind you is the outcome with her every time. Called next day and she made up every excuse in the book. Said she got it cancelled, but the charge cannot be refunded due to me not filling out the proper cancellation form, or meeting with her the "GM" to cancel. I brought up the previous month when we spoke and how she never mentioned the wrong form being used the first time and me needing to send in a different completed one, and the fact she said I was cancelled and would not have any further charges. She then stated Kate called me to notify me of this new form needed, which was a flat out lie, obviously I would do what was needed to not be charged again. I also told her that is on you as a GM and your staff to not properly take care of a situation like this and make it right, so for me to be penalized with a charge for their incompetence is wrong and they need to make it right. She again mentioned their 3rd party billing system Motionsoft which she called "Moso" and she could not do anything. After back and forth she said she could reach out, but was sure nothing could be done. I asked for the number and contact to call to follow-up since I knew she wouldn't actually call. She said, "I don't have it available and need to look it up, but you can just google "MOSO." I was like really, well I'll wait on hold while you get it for me, and she wouldn't even attempt to do it, and said I can't so you can google it. I searched and it pulls nothing, and that's when she finally said its called Motionsoft. Still would not do this herself or even apologize for ownership of this problem with my extra charges. Liz Cartwright is the worst inconsiderate GM I have ever spoken with and I advise all members to watch if you cancel, because she has no idea how to...

We have been members for the last 7ish months and absolutely love it. Being able to bring our kitties to kids club and get a quick workout in, then take them to the splash pad is absolutely amazing!

More importantly, the personal training staff. I have been working with Carnell and it has been the best six months of my life! He works closely to ensure I am getting what I need to meet my goals. Tailoring each and every workout to suit what is best for my development. He is open and communicates well on what I need to improve, and where I am good and need to grow. He also takes feedback very well. If I am struggling he listens, if I’m sore in a specific spot, we work on it…he is very attentive to what I am trying to do. We have met and discussed diet and nutrition, he has listened to my past to understand how I got to here and accommodates the environment to making it a thriving one. He pushes when he knows I can give more, and walks me back when I’m trying to do to much.

He works with other team members when something arises and it is a close knit group. Their Director, Wes, is a dream to work with as well. He walks you through the entire process and recommends based on experience not based on sales. He wants the best for the clientele and advises accordingly.

The receptionist are all friendly and courteous with a quick “Good Morning/Afternoon/Evening” when you come in and “See you soon” when you depart. For any questions they team is prompt to get you answers.

The facilities are clean and well kept. There is always someone around cleaning and maintaining the facilities. The locker rooms are immaculate and well kept. Honestly one of the cleanest workout environments I have ever been in.

The clientele are all courteous as well, as can be assumed hours vary on how many people are there and the availability of equipment, but people are generally cool with you working in between sets.

Overall the best experience I have ever had a gym and would recommend...