Finding a strength training gym is a lot harder than it looks. I wanted a place where I can wear normal clothes, and where there would be a consistent pattern for improvement. That ruled out "studios," as well as places with cross in front of fit where I've randomly run 3 miles even though there's been no running prep in the last few months -- been there, done that, and got the injuries to prove it. I also wanted a place where working around injuries wasn't a big deal. I know how to modify a lot, but I need instructors who know enough to be okay with mods and can assist when my knowledge is lacking. I am happy to say that Felipe, David, and Mo made all of that work. Add Oakfit's involvement in the community, and this was a great place to work out.
But for billing and customer service issues, this would have been a five star review. They forgot to bill me a few months, resulting in a first bill that was huge. Then, they didn't stop billing me when they said they would after I canceled (logistical issues got in the way of my workouts). On all sorts of admin stuff, Ronnie was oh so responsive by email -- even telling me when my last bill date would be. When I realized that I had been billed the month after that date, I emailed Ronnie again. Crickets. After a week, I called my credit card company to dispute the charge and all was fixed within a day. Given the fact that a lot of people fear gym memberships due to sleazy billing practices, I was very sad to see these problems.
And, then, after the credit card company contacted Oakfit, Ronnie read this review and finally responded to my email about the extra bill. He told me the extra bill was an honest mistake due to not turning off automated billing, not a manual charge as the credit card company had said. So, I edited that fact out of the prior paragraph and put it here. Notice what's missing? No apology for the billing mistake. No apology, or even an explanation, for not responding to my email. Instead, Ronnie blamed me for not contacting him by telephone. I suggested that an apology would be appropriate and received a response by email within an hour than none would ever be forthcoming. I'm confused about how he thought ranting at me was an appropriate customer service response to this review or a billing issue I couldn't get fixed through him. read more