LA Fitness, the WORST reception ever as a prospective member
Ok, let me put this clear, I am a very positive person. However, when I go to shops or commerces I expect top service. And when I do not get it, I feel upset enough to send a complain letter to the organization. And, truth to be told, at the end they are funny enough.
Today, I had an out-of-body experience with the worst reception ever at a Gym. I promise you I was ready to spend some good money on it, and I just walked away believing "that dealing with LA fitness is as pleasant as dealing with BT or with the taxman."
Seriously, I could not believe that was happening to me, I was getting upset about how badly I was being treated. In less than ten minutes, the gym has turned down an interested buyer, convincing him that he'd rather spend his money somewhere else.
(Maybe) for your reading pleasure, my letter, properly anonymized:
Dear Sirs,
I contact you to formally complain about having just received the worst attention at your Marylebone center by Mrs. YYYY.
The situation: My wife and I moved to London a couple of months ago. My wife is thinking about joining a gym, and I happen to notice your gym at Marylebone, near our apartment. I decided to use some of my lunch break to get information about the gym, because it is near to our place and could be great for her, and she has an incredibly busy schedule.
The action: When I start being interviewed by YYYY and she learns about the fact that the membership would be for my wife, she refuses to give me any useful information, other than her contact info and the schedule of classes. She will not show me around the installations either.
I explain politely that my wife is busy and not around during the office hours, so I would like to see it to share later on my opinion with her. I want you to realize she is interested in joining a gym.
YYYY refuses again, explaining me that she will only disclose information or show the installations to the prospective member.
I insist a third time that I want to see the place, I am acting on behalf of my wife, a potential customer. I am strongly denied a sales visit. Unbelievable!
My conclusion: From my frustrating and displeasing experience, probably my worst experience as a customer in the last five years, I can only conclude that one of the following must be true:
.a. Mrs. YYYY was acting based on company policy, then we are not interested in being customers of an organization so difficult to deal with
.b. Your company believes that only a high pressure sell approach works in order to get members. If that is the case, we are not interested in joining.
.c. Mrs. YYYY was not acting based on company policy, her training has been imperfect. That makes me doubt about the quality standards at LA Times and whether it is appropriate for us to join.
In any case, I thought this is the sort of information and feedback that would be interesting for you to collect.
In less than ten minutes, your organization has turned down an interested buyer, convincing him that he'd rather spend his money somewhere else.
Personally, my impression now is that dealing with LA fitness is as pleasant as dealing with BT or with the taxman.
I wish you all the best,
Patxi
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