I'd like to especially highlight the group classes—the varied classes, professional trainers, and energetic music make every workout interesting.

I’ve been a member for the past 1.5 years. Writing to express my frustration with poor customer service. I reserved a class and had to cancel due to illness. Because it was 2.5 hours before class, I called the front desk to notify them. I've had to do this only once in the past and at that time the staff member replied with, "Thanks for letting us know, you're all set and you won't incur a fee." Today I got, "The only way you can avoid the fee is if the instructor is notified and records you into the computer system as having attended class. I won't be here when they get in, so I can't guarantee they'll get the message." This was not reassuring at all. I felt anxious that this would not get done and that I would be charged a no-show fee for a reasonable illness. There was one time in the past when I was charged a no-show fee because I simply forgot to sign the sheet at the front desk before running into class, and it was a hassle to get that taken care of - it involved multiple e-mails with someone who was not on-site. When I began explaining this to the guy on the phone, he interrupted me and talked over me. He was trying to rush me off the phone and not listening at all to what I had to say. I tried telling him that he was not letting me talk, and he just kept talking, talking, talking. And by the time he was done, you can bet I was miffed. Once he stepped back and allowed me to explain my previous experience, he let me know sincerely that he wanted to be honest about what to expect, and that this might not get done. I did acknowledge this, yet I felt he was making it seem like I was asking him to do something hard. We were able to wrap up the conversation ok. Normally I would just let this kind of thing go but there have been 2 other instances of problems with staff in the past year, so I called the manager Jovany to discuss this. When I told him why I was calling, I asked if I was catching him at a good time. He told me he had just gotten into the office and was getting settled, with a call or meeting a little later on. "I'll call you back in 5-10 minutes... hopefully... and I can chat with you for 5 minutes," he said in a hurry. Which also does not provide a whole lot of certainty. He actually did not call until 30 minutes later. I never pressured him to call me by a certain time; if you give a window of 5-10 minutes with "hopefully" attached, that just tells someone not to expect a whole lot, if anything. That is not a good way to handle someone who is already upset (with a fever on top of it!) When he did call back I expressed my appreciation for it, and I also let him know his call came much later than the impression he originally gave. He fielded my complaint about today's phone call appropriately... mostly. At one point we got into a back-and-forth because I was getting interrupted again. To be fair, Jovany was in a hurry to get to his meeting and did not realize how long this call would take. He suggested we talk tomorrow, or the next time I'm in the club - I felt he was trying to kick the can down the road because he didn't feel like dealing with this. When we got into the back-and-forth, he snapped at me. Until this moment I was willing to re-engage with him at a better time, but I did not like the way he handled things. He sounded defensive, then went on the offensive. I decided I would not engage with him further. If you experience problems and bring them to a manager, you would expect they will be resolved. Jovany was not effective in handling this, which is disappointing as I had seen him on the gym floor many times and (I can still say) he seems like a good guy. I suppose you only really know someone once they are under some kind of pressure. Former manager Mario knew customer service and that is why I signed up for this gym. I will mention that the 2 previous unpleasant experiences involved trainers trying to sell on the gym floor. One of those interactions included a comment I experienced as racially inappropriate. Given accumulation of issues, I felt it’s important to note here.