Retro Fitness — Local services in West Long Branch

Unbeknownst to me, my account was automatically switched over to this location (my home gym was the Lacey location) due to the fact that I frequented the gym more than 7 times in a row over the summer. My key tag stopped working due to a system error. The front desk was not knowledgeable in fixing the problem so as a short term fix, the woman by the name of Monique would have me just go workout due to the fact that I was still being billed. This became an inconvenience due to the fact that I when I went to different locations I would have to spend 5 minutes explaining the problem as to why my key tag wouldn’t work. The Lacey location worked diligently with the corporate office to try to fix the problem. However, it had to be fixed at this West Long Branch location as this was now my TEMPORARY home gym. Months went by with no resolve. The last straw was when I visited the Long Branch gym at 5:30 in the morning before work. The woman (Monique) at the front desk was EXTREMELY RUDE as I entered the door. Not only did she not say good morning, but she grunted and rudely said that she can’t scan me in with a great deal of frustration. I was taken back by how rude she was as I was sent back to the location by corporate office as they stated that I am a member of this location and that they had to fix the problem. I understand that she was frustrated as she obviously didn’t know what to do. However, her actions were not acceptable. She told me to just go workout and I informed her that it wasn’t just about working out and I wanted my account fixed. She continued to speak to me in an extremely rude manner and was extremely disrespectful (I know that it was early in the morning but the CUSTOMER SERVICE WAS TERRIBLE). She asked me for my address, went to the back, and came back with a key tag after 5 minutes stating that it should work in 24 hours. I called the manager that afternoon to inform her of the events from the morning. She stated that she was already aware of the situation. While she was not rude, I felt “handled” as she really didn’t seem too concerned regarding the matter. She did tell me to come back after work to get another key tag due to the fact that the one that Monique gave me wouldn’t work. Weeks went by and I went back to my Lacey location and of course the tag still didn’t work. Thankfully, the manager at the Lacey location (who was extremely helpful and compassionate throughout the whole process) was able to use that key tag, called the West Long Branch location and gave her direction to finally fix my tag. All this to say that the West Long Branch location has a decent facility. However, the staff is not knowledgeable in their systems and customer service can be extremely poor.

Thankfully the staff at Lacey was able to...

Out of all the reviews i have written on yelp this one is the most deserved. This has to be the worst experience of customer service i have ever had in my entire life.

I have been going to retro fitness in Neptune along with my girlfriend for the last year. We just moved to Ocean township and decided to start using this gym because it is closer to our new home. I was in a great mood, my brother joined me to visit this gym and he was going to sign up as well. We walk in and i scanned my membership card and i stood with my brother as we began to explore our membership options. The girl Jasmine who helped us started to tell my brother that if he signs up he can bring a guest anytime he wants. So in my head I'm thinking it would be nice if i could take advantage of that promotion as well. So i asked if my membership allowed me to bring my bro as a guest. She seemed to have a very difficult time explaining the policy of the gym to me. All she said was i have to keep coming there for my membership to change. That didn't sound right to me. So when i asked penetrating questions about my plan she grew very annoyed and answered me with rude tone and nasty attitude. I asked again, "What do i need to do to change my plan to that"? She could not deliver a clear answer. I feel she just couldn't describe what she wanted to say which i am not upset about. what i am upset about is that she said "i have been trying to explain to you 5 different times" but still i didn't understand what she was trying to convey. So i asked her why she is so rude. she told me that that's how she treats all customers and if they don't like it they can leave. I told her i would complain to her manager, She said " go ahead people do that and call corporate all the time" My brother said "i bet they do". She started to clean the area nervously because she knew she was being disrespectful to paying customers and members. Then she said get the f* out of here!! I could not bleive it. And i am stuck in contract? I have to go there and see her and be uncomfortable now? I want cancel and i cant because I'm in a contract, the contract from hell.

I then went to my regular gym in Neptune so i could work out, On my way out i tried to cancel and he wouldn't let me because of the contract. I started to tell him how poorly i was treated in West Long Branch and he right away knew about their poor customer skills. He said "Was it Alissa" ? I said no Jasmine. I guess the manager is Alissa who already has a negative reputation among colleagues and members.

Throughout the entire time i maintained a regular level of tone and voice. And yet i was mistreated with impatience and rudeness

THAT IS NOT HOW YOU TREAT PEOPLE. JASMINE IS THE EMPLOYEE RESPONSIBLE FOR MY NEGATIVE...

WORST GYM EVER!!!! Stay far far away! Be careful if you ever cancel your membership. When I moved I went into the gym and I thought I cancelled my membership in person, was told that everything was complete. I don't know it's not like I cancel my gym membership often. I am a gym rat. So I moved and realized almost 2 years later that my credit card was billed in access of $750. When I called the gym I was told that there was a totally different process then how my cancellation was handled. I was told that I didn't handle it right. Isn't the business supposed to guide the customer through a process?Maybe just maybe you had a incompetent or new employee that gave bad information or did it wrong. I run a multi-million $ per month business and sometimes my employees make mistakes and guess what.... I pay for them. It's called good business. When I called in I was treated terribly. I was told that they did not handle my cancellation the way I said it happened. The GM basically called me a liar. Is this the way you treat your customers...? I can go on n on but I think everyone should catch my drift. I don't have the time or patience to dispute this so I chalked this up as a loss don't let the same thing...