Lifetime fitness schaumburg lost a customer of 4 years " for life" yesterday. Here is why...
During the last 2 months I took a position in MI. I commute for 5 days a week and realized I am paying gym membership for a whole month but only use it 2 days a week at best. So on January 28 I went to the lifetime fitness gym and told him that I wanted to cancel my membership. A very nice member advisor called "Fernando" gave me some options. He agreed that I should cancel if I don't use my membership at all. He spoke about all the different ways lifetime could save me money. I was undecided then. He offered to "flex" my membership where I only paid $10 for a month instead of the very expensive $60 a month. This flex would put the membership on hold. This gentleman indicated that I could use the membership as an exception during my flex period just for first month to see how my usage goes. If I believe there value I could come back to the regular membership. I was very delighted. During the period of the Feb month I realized due to my work commitments I am unable to use the membership. I managed to finally come to gym on Feb 28. On the back of my mind, I still did not want to give up my membership since I really liked working out at Lifetime even though it may have been only for a few days a month. So this, I told myself as I finish my workout I should go put my membership back on the "regular" cycle.
As I walked in and displayed that card that Fernando gave the woman ( Michellin or some name like that) was extremely rude, waving the card in my face, calling the policy terms and said basically I cannot use the membership. She said Fernando is no longer with Lifetime and that I was asking to go against the policy. I told her that she was very rude and that it was not my problem that Fernando was not there anymore. I tried to explain what he had told me and I said I would like to speak to a manager.
The manager was even more arrogant and decided that he could make me wait a 20 min. When he showed up, he wanted to talk outside near the entry. I had to tell him that I would like to speak to him in his office. He was very rude, said that he cannot do anything and he was trying to help me but from this situation. I tried to tell him how I got treated outside by that lady swiping the cards. He said, he was not her and he cannot help it. He said he was doing his best and cannot do anymore. He kept repeating what I wanted instead of offering a solution for a problem that I did not cause.
I told him that he lost a member today not because of Fernando but because of his arrogance and lack of empathy with a customer who was very rudely treated. I had come to the gym that day to work out and renew my membership due to the way Fernando spoke to me. Instead I walked out without working out and instead cancelled it. I walked out literally with tears in my eyes. Enough is Enough, I hate bad service.
Product or Service Mentioned: Lifetime Fitness Membership.
Monetary Loss: $700.