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I also had to ask to see the track area. I left without signing up. I sent the manager an email about my experience and received a quick response and an invitation to return for a proper tour. After giving it some thought I decided to return and take another tour as a walk-in customer. The second tour was a better experience so I agreed to sign-up. The registration form was multiple pages and asked a number of questions about my health.
I was then brought in to the office where the membership person told me that a doctor's note was required before I could sign-up. I told them they didn't need a doctor's note and walked out of the office without becoming a member. I don't regret my decision. I'm now a member at a near by health club that has better customer service, a better facility, and didn't require a doctor's note all for a monthly rate that is $4 less a month.”
A few days later, I checked my card's balance and found I had a charge from STP for the class I had cancelled. I called the facility to clarify, but had to leave a message on the machine. The owner called me back several days later and left me a message stating, "...you haven't been charged for anything, so I'm not sure if you're seeing something I'm not seeing. It looks like you cancelled on November 23rd for November 24th; it's an early cancel which means you were not charged. I see no other visits or anything and your intro is still available to use.So I'm not sure, it doesn't look to me like you've been charged for anything. So let me know if you know something I don't know, or what you're seeing that made you think that you were charged, but it doesn't look to me like you were."
So far, so good- After this message, I waited to reply until I received my final bank statement to make sure I didn't miss a credit somewhere. I did not, so I called back with the date the card was charged and the reference number in case it was needed. I left a message on the machine again and asked if she could use this info, or to let me know if there was anything else she needed. She called me back 5 hours later with this message: "I just listened to your message, and what I said when I called last time was that you hadn't been charged for that day because you early cancelled for that day. I also explained that that meant the $20 was sitting in your account to reschedule your appointment. I've never actually had somebody cancel and ask for their money back (laughs) so I will do that and I will deactivate your account. Normally when people cancel with 24hrs notice, what that means [is] that they're not being charged if they reschedule the appointment. I don't know if you didn't understand you're prepaying for a service and that time was set aside for you and the instructor then wasn't able to have somebody else there so she could make a living. So, you'll get your 20 dollars back! And good luck."
First, I'm not sure why this follow up message is so impolite. I don't believe I was at all rude when I asked for information on a charge from STP on my billing statement that I was told was not made, and the owner told me to call her back if I had any information she didn't...where did this go wrong? I guess it could be my mistake if I misunderstood that "not being charged" was supposed to be the same thing as receiving a credit to take another class. I actually think the statment about not being charged was a falsehood, and not a misunderstanding on my part. However, the snide remarks at the end of the message were uncalled for no matter what, and completely unprofessional. This wasn't about the money to me, it was about a charge I didn't understand and was told shouldn't be there.
I relistened to the fist message the owner left to see if she really did tell me and I didn't pay attention, but she never mentioned I had an STP account with money in it to use for another class. So the communication wasn't there, and the owner was ok with disparaging her customer for it. Finally, I scheduled the appointment two days ahead of time and cancelled the very next day. Am I to understand that these instructors had to turn down so many customers within that 24hr period because of me? And that because I didn't show, they won't be able to eat? I think telling me I'm interfering with their ability to make a living because I cancelled one intro appointment is unwarranted, not to mention laying it on a little thick.
I'm actually really disappointed, because if the owner communicated clearly and without judgement about what "normally happens," I would have rescheduled the appointment. I am very much looking forward to trying
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