The complaint has been investigated and
resolved to the customer's satisfactionResolved YMCA-West Chester (PA) — terrible value for the money
resolved to the customer's satisfaction
First off their rates increase continually (and only sometimes do they let you know about it). I was signed up as a "young adult" or something like that until I turned 24, at which time I was supposed to receive notification that my rate would increase to the normal adult price. I never received this notification, even though my membership rate increased by $15 a month, yet when the price went up by $1 a month for all members I received a letter.
When you finally arrive at the gym you'll note there are barely enough parking spots. Snow removal was mediocre at best and many spots STILL have piles of snow in them, despite the fact there is probably less than 6" of snow covering non-treated surfaces at this point. They do nothing to tow cars that are illegally parked, even if legally parked cars are severely parked in.
Coming into the building the locker rooms are either packed and/or filthy. I once saw a used "swimmy" diaper on the floor of the women's locker room. I complained about this, cleanliness was good, then less then a month later I saw piles of empty wrappers and old papers all over the floors of the locker room once again (luckily no swimmy diaper that time). I complained again and have yet to hear anything about it, although once again it appears the locker rooms are clean.
So you think, finally, I can forget all this, put my things in a locker, and work out? Nope! Most of the electronic lockers are broken so you can leave your things there but cannot lock the door (probably pretty risky!). Much of the exercise equipment is taken, often by children who are too young (by the YMCA's own rules!) to even be in the gym. The Y staff seems willing to remove them, but only when asked, and they only move them to another machine which will most likely inconvenience the next person looking for that type of machine. The mats are packed as well and often I can't find the free weights I want to use as they only have one or two sets of each for the entire facility. To add insult to injury you'll see tours of prospective members go through constantly while working out! This is crazy considering how over-subscribed the gym currently is!
Want to go swimming? Forget about it! The indoor pools are often closed for swim meets (that don't even involve members, these are for h.s. teams!) or at least 50% of lap lanes are taken up by lessons/practices!
If you submit a complaint to the complaint box, unless it's as minor as changing a TV channel, you'll most likely never see a response to it posted. The two complaints I made were never responded to. The responses I do see are mostly excuses and offer no concrete ways in which the Y will try to improve itself.
It's really a shame, the place was great when I joined about 6 mos ago, but now it's over subscribed and is rapidly going downhill. Unless you like paying $60/mo for broken equipment, a lack of parking, a lack of cleanliness, and generally a lack of customer service, I'd avoid it!
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