I was a member for about a year when, after 11 months, I was placed on bed rest when I was 8 months pregnant. The pregnancy was my main concern, and I (obviously) didn’t/couldn’t use my membership. I didn’t get around to canceling until after the baby was born. Their policy states that they require 30 day advance notice to cancel; however, when I signed up, I was told they would work with unforeseen circumstances, e.g. if I had a doctor’s note indicating an inability to use the facilities. I spoke with someone in membership accounting and emailed that person my doctor’s note. I never heard back, so I called and was informed that the person I spoke to/emailed was no longer employed in membership accounting. Meanwhile, I was still being charged for membership (my 13th month even though I only signed a year contract). When I finally got in touch with a manager, they wouldn’t honor cancellation as of the date i was placed on bed rest, but 30 days from that. They settled on reimbursing me for the one month after the baby was born - the month beyond my 1 year contract.
Prior to that, I got a massage and was left in the room to change for at least 10 minutes. When the massage therapist re-entered the room, she smelled so strongly of marijuana. I provided the details of the situation in an email survey they sent. I received a call at a time I couldn’t discuss but said I would like follow up on the situation. I never received a call back and was unable to reach the person who initially called when I called them back. The survey was apparently a customer service facade because they really didn’t care to hear the customer’s voice or remedy the situation.