ExtremeFitnessForum

admin · Site Admin Joined: 20 Jun 2007 Posts: 132

From my personal experience, the customer service motto seems to be, if I am an Oxygen Fitness renewing member, get out of here, good-bye, see ya.
About 3 weeks after they took over, they deleted the part of my account that said Paid In Full until Feb 2008. It wasn't that that information got accidentally deleted, they were actively deleting accounts! They did the same thing to a friend, and to a lot of other people I saw stopped on their way in that week. I had paid extra for a 15 month membership by paying in full for the year. I was told that unless I could prove it, I would lose my membership!!! Luckily I found my original contract, but my friend, who lost his contract, but got a re-print of his Visa statement, lost the extra 3 months special, because he couldn't prove it, even though Extreme was fully aware that that was the deal at the time both myself and my friend renewed our memberships. There were no apologies, and nothing was being done to appease my anger and frustration. They just didn't care. After carrying around my original contract for 2 weeks, they finally put it back onto their system computers. But shortly after, someone deleted the paid in full part, again. This happened 3 times I believe. There were never any apologies or offers to appease my anger and frustration, like a good honest company would have, such as an extra free month, or free towel service -- something --- I just got the run around. No one was really in charge, and no one was really interested in getting it settled. After months of carrying around my original contract just to get in the gym every day, they finally worked something out. I demanded that they find out the culprit who was deleting accounts. I mean, if someone in your company went out of his way to delete account information from their clients, he would at least be found and reprimanded, if not outright fired and charged with his allegedly illegal activities. Instead, they didn't really care to find out, and I believe that they knew. So at the very least, their activities are suspect, but possibly even outright fraudulent. I suggested that if they were not careful about this, they could easily end up in a class-action lawsuit.
To this day, no one has apologized, and no one has offered any kind of compensation.
Instead, because I was an Oxygen Fitness member, they have limited my account, so that I do not get towel service, and I cannot use my membership at their other gyms! With that kind of customer service, do you think I will actually pay to renew?!

extr · Joined: 17 Jul 2007 Posts: 39

So I went in today to talk to management, and let them know what I thought about all the equipment being taken out unnecessarily, and not being replaced. surprise surprise they told me essentially too bad so sad, next!

Really, she said that any of the equipment taken out is unessential, and any of those exercises can be done on the equipment that is left. Well, technically, they could take it all out except for a weight bench and the universal pulley machine, and you'd still be able to exercise every muscle. But who wants to pay $75 a month for that?
She said that some of the equipment will be replaced, but couldn't say when. So what are we to do in the meantime? Or what if the equipment we like is not replaced?

This company has to listen up. Their customer service is the worst I have ever experienced. If it weren't for location (for me) I would NEVER in a million years join Extreme Fitness. They just really don’t care about their clientele.

domino · Joined: 22 Jun 2007 Posts: 5

I really have not met too many of the employees. It would be nice to have a wall with pictures of managers and staff and their job title so that members could see who they need to talk to to voice concerns or ask questions. It is good to see that the personal trainers are diverse and seem knowledgable. It would be a good idea to set up trainer profiles in a binder in a common area for people to leaf through and perhaps research a trainer that they think may suit their needs.

domino · Joined: 22 Jun 2007 Posts: 5

I really have not met too many of the employees. It would be nice to have a wall with pictures of managers and staff and their job title so that members could see who they need to talk to to voice concerns or ask questions. It is good to see that the personal trainers are diverse and seem knowledgable. It would be a good idea to set up trainer profiles in a binder in a common area for people to leaf through and perhaps research a trainer that they think may suit their needs.

ExtremelyAngry · Joined: 18 Aug 2007 Posts: 114 Location: Riverdale, Toronto