My first impression after I was not properly checked for being vaccinated , was shock. The fellow…read moreat the desk had me fill out paperwork based on my health, looked at my vaccine passport and DL but when I asked him if he'd be scanning it it, he laughed and said that the iPAD they had to do that was in use and that he'd do it, later. He literally said to me: "I trust you."
I thought...really? Why would you trust a complete stranger when we have many people clearly and openly trying to come into places that they shouldn't when they're unvaccinated - putting other's at risk?
I thought this was very unusual seeing as I'm sure these vaccine passports can be faked and weren't they regulated by our government to check it by scanning it to make sure?? I wondered how many others weren't properly checked. This was red flag #1.
The class was okay and the woman who was with me during the class showing me the moves was very pleasant and helpful. It was high impact and although I have a back injury, I thought I'd try it, anyway.
After the class, I was immediately asked if I wanted to sign up for a gym membership. I told them I needed to see if this was for me, before I could commit. The fellow behind the counter wasn't there to double check that I was vaccinated so I just left.
After nearly a week, I thought I'd try it again so I booked my 2nd class but I was having back pain the next day, so I called in the morning and cancelled. When I did so, I was thanked that that that would be the end of it.
It wasn't. During that evening, I received an email that said:
Thank you for purchasing:
Order Information Order Number000107271749Order Date: Nov 2, 2021 05:51 pm Payment Method Account $10.00.
I thought: Whaaaat?! They're billing me after I cancelled? I was furious (I'll openly admit that) and when I read: "Thank you for purchasing" I assumed they'd charged my credit card. I was never told about a cancellation charge by anyone and had no idea that this was automated and that I wasn't actually charged.
So...I got super mad. I called up and ask them to explain why I was charged and penalized (the email clearly says: Penalty for late cancel or no show visit.1$10.00) when I'd taken the time to cancel that morning. The fellow on the phone apologized and said they'd reverse the charges - again making me think that they'd charged me without asking or letting me know this would be done. I then asked him to take my name and credit card information off of their records as I wouldn't be returning. He said he would and that was the end of the conversation. Was I upset? Hell yes! Did I yell or swear? No, I did not. In fact, in the end I thanked him for his help and hung up.
I emailed both their HQ and the gym manager and expressed myself in a way in which upset clients do. I admit, there was a 'tone' but I did not behave in a way that was mean or insulting but said that if they charged all perspective members ever time they cancelled a class with them, that I was surprised that they were still in business.
Their HQ did what most businesses do and above and beyond that. They apologized and reimbursed me in full (which I didn't ask for and was happy for them to keep the promotional $40 that I'd initially paid).
Then things got ugly. Their Coquitlam Manager, Marissa, emailed me back, first explaining what had happened that this was a miscommunication and that the email was automated and that, no, I wasn't actually charged. Had she left it at this, I would have been fine and thanked her for letting me know. I probably would have even apologized for my 'tone' in the email but what she did next, was unbelievable. She wrote:
"Your reaction is ignorant and unnecessary. There are ways of inquiring about business matters maturely and respectfully.
We do not need members who aggressively make assumptions and speak to our staff in this way."
Firstly, she insults me. How would anyone react to being billed for cancelling a class? When I spoke to the fellow at the gym I said: I just got a charge from you for missing this class as a penalty and I called this morning and cancelled it: can you explain this to me, please?? He asked if I'd cancelled the class (even though I'd just told him I did) and I said, yes! I did! Again, I didn't raise my voice or insult anyone. People get upset; it's a normal reaction to getting charged without being told this would happen.
When I responded to her in shock that she'd even say this to me, she kept up the fight and refused to back down - taking what I wrote and incorrectly saying that her staff DID properly check my vaccine passport. Just to be clear, they did not. She could have called me or asked when a good time to chat would be to explain what happened. She did neither and applied her own assumptions, telling me in the end that they didn't want me as a client.
I'm okay with that seeing as I'll never go there again. What shocks me is the attitude and unprofessional approach by a "manager".