The complaint has been investigated and
resolved to the customer's satisfactionResolved Goodlife Fitness — misleading sales tactics (personal training)
resolved to the customer's satisfaction
I am a relatively healthy 20-something year old who has never been to the gym before joining Goodlife Fitness. I decided that joining a gym would build my self-confidence and allow me to pursue a more active lifestyle. That said, when I was offered a "free" consultation to discuss my current health and general well-being after signing up for a regular membership, I was very excited.
The consultation was sales appointment in disguise, where the fitness manager did several measurements and basic cardio tests to see how fit I was physically. I found the sales tactics used were VERY aggressive. I told the salesperson I would like some time to think about the financial commitment to purchase the sessions ($2100 in total), and she kept pushing the sale. In the end, I agreed after receiving confirmation that I could cancel AT ANY TIME should my financial circumstances change, and I'm only liable for the sessions that I have used.
I thought about the transaction overnight, and muled over it with friends and family, who agreed, given my physical shape and day-to-day habits, while a personal trainer would be "nice", it was not an absolute necessity.
With the downturn of the economy and at the brink of losing my current job, I am now looking to cut whatever expenses I could to save up more cash as a cushion for the coming 3 months. Since I purchased the personal training sessions on the premise that I could cancel should my financial situation change (and I quote: "We are not going to make you pay for it if you lose your job. You only pay for what you use."), I discussed my options with the trainer, and was told that I must provide record of employment and prove that I have lost my job. That said, until I physically lose my job, $250 will still be withdrawn from my account every month, and I am committed to the sessions until they are all used up.
I called the customer service line as advertised on Goodlife, and was told by the rep there that I had 10 days to advise on a cancellation after the day of the sale. This, of course, was not communicated to me when the salesperson said "You can cancel at anytime". She must've forgotten to tell me "anytime over the next 10 days". I have been trying to contact the fitness manager there since learning of my financial uncertainties, and have not had a call back despite leaving several messages.
I felt like I've been lied to and deceived. The salesperson's verbal promises were empty and misleading. Because of my lack of experience in joining a gym, I feel like I have been taken advantage of. After reading other postings on this forum, this is just yet another incident where Goodlife is no more than a gym that could care less about its members, but what's inside their bank account.
In all fairness, I do like the personal trainer and find that she has been as accommodating and sympathetic as she possibly could given "corporate policies". I am just upset at the salesperson/fitness manager - and specifically, her tactics used to make the sale.
My only word of caution: whatever they promise you verbally, make sure you have it in writing.
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