I am a new member of the 24 hour super sport club in Glendale California, 91202. On Tuesday, July 25, 2007 I and another member Katie Sabella met to take the 5pm pilates pulse class, in the glassed -in exercise room.
When I entered the space I was overwhelmed by the airless, hot, no air conditioned, no ventilation -space. There was the instructor, MIA, and about 12 other women about to take the class. I asked the instructor about the air situation. She proceeded to say that there was never any air conditioning or air circulation while she's been teaching for months. This was confirmed by the other women.
I was incredulous that these women tolerated such conditions. When I asked the instructor why she didn't demand air for her clients her response was that she informed the management under Ron Douad and still nothing was ever done about it. She then said that she only worked there twice a week so she didn't have any power. Another client added that there WAS air conditioning, but it started in that room 15 minutes before the next class came in. Dissatisfied with such passivity and victimization, I went to the front desk to complain. No one wanted to deal with me. So I went to the man who signed me up and he tried to find personnel who could help. Meanwhile the other employees chimed in that the air was pre -set to go on fifteen minutes before the class, but just not THAT class. Well I am taking THAT class and I want some air! What if I fainted? What if my blood pressure got too high and I'm taken to the hospital in an ambulance because of a heart condition incident? Are we thinking that a potential lawsuit against this company for negligent health conditions is a real possibility? Well I would.
Mr. Ron Douad came into the space to "check it out" and to see what he could do to turn on the air. After looking at something he announced that the air comes on 15 minutes before the class and that it takes 15 minutes to "Kick in". To which the women who took this class twice a week said that there has NEVER been any air pumped in during their times working out. At this point Ron left the space and I was hyperventilating. I said open the doors, there's plenty of air in the big space with treadmills, etc.
No one responded and this pilates pulse instructor told us to start our exercising since all this 'discussion' was causing us to start late. She told us to "let go"of the air problem and concentrate on the body and BREATHING! INHALE slowly, she says, AND EXHALE on 4 counts. You've got to be kidding! I felt as if I was going to pass out.
Now it was true, cold air began to fill the room 15 minutes BEFORE the NEXT class. But the now 15 members of this pilates class were BREATHLESS.
UNHEALTHY 24 hour fitness! At the desk I asked an employee named Dulcie, if she knew what else we could do to remedy this situation and she said impatiently, "Just open the door!"
I then asked to speak to whoever was really in charge of this facility. Nobody knew. Dulcie gets on the PA system and loudly, annoyingly ,barks," Will a manager PLEASE come to the front desk, ANY manager Pleeze come to the front desk. Now thoroughly embarrassed by her humiliating me in front of so many other clients, a reluctant and slightly irritated Ron Douad reappears. As I ask AGAIN about the air situation ,he impatiently REMINDS me that he was the guy who checked out the 'problem' earlier . Yes I remember I said. Here I smiled at him so he knew we were friendly 'complainers' (katie Sabella was also a client and witness) AND that we knew none of this was his responsibility since he had no control over the air situation. 'What shall I do Ron to get the respose I need, so I don't become sick in an airless room while doing strenuous breathing exercises'?
I can not tolerate this 24 hour UNFITNESS!
Katie Sabella then remarked, that she was going to leave as well since she only signed up for the club to swim. She has yet to swim ,since the pool has been 'broken' for the last 7 months. No one ,not even Ron seemed to know the answer to How, What , WHEN and Why.
Now Ron takes us to his computer to show us how to make a complaint, because he clearly has no power to help rectify the situation. He then comments that this same problem exists in the cycling spin class upstairs. Can you imagine such arrogant neglect of members health in a HEALTH CLUB!
As Ron is downloading info on the computer, I happen to see a wall plaque next to him proudly displaying the CORE values of the 24 hour Fitness Club. Next to that there is a plaque reminding employees of what is expectedfrom them in order to maintain a high level of service to it's members. Cool, I thought. I pointed out to Ron the Following: "Ron, the first value of the club reads CARING. Obviously NO ONE cares because NO ONE seems to know any reason why the air is not working. Therefore no one cares about client safety and welfare. #2 ACCOUNTABILITY well that is non-existent at this Glendale facility. Everyone there seems to have Teflon shoulders and passes the buck to the next guy 'cause it's not their job TO KNOW.
Where is accountability??? #3 LIMITLESS. HUH? What's that? limitless service?, limitless caring? limitless accountability? the mind reels trying to figure that one out. All I have experienced today were very LIMITED staff, who possessed very LIMITED authority in dealing with these two clients concerns. #4 INTEGRITY Oh my dears. This attribute is a byproduct of the success of the previous three, and we already know what a failure we have there thus far. #5 FUN Well it ain't no fun to suffocate in a pilates class, ever.
SO Now What Ron?"
This now humble and kind man admitted that we definitely had a point.
I asked Ron, since He was right there on the computer, why won't he do this long letter work himself, since he agrees with our concerns and needs. He then informs us that corporate is membership driven and that the members must speak out. Hence, my letter of complaint.
Now what ARE you gonna do to remedy this dire situation and restore faith in your club? Shame on whoever is the BOSS of this enterprise running a sloppy venue and charging a lot of money for non-service!
Waiting for a change, waiting to come up for air!