YELP REVIEW -- ONELIFE FITNESS, GERMANTOWN, MARYLAND…read more
I am extremely disappointed that an otherwise five-star experience turned into a nightmare because of one employee's attitude and lack of concern for my safety.
I want to be fair: I have nothing against Onelife Fitness as an organization. I previously visited the Olney location twice, had excellent experiences, and left two positive reviews. I review each location based on my actual experience there. Unfortunately, Germantown was completely different.
Earlier in my visit, I worked with Lorenzo, who said he had only been there about 90 days. He was AWESOME--welcoming, professional, knowledgeable and enthusiastic. He showed me everything and explained it so well that I couldn't believe he was new. He told me he attends college for physical fitness and business. Onelife should recognize him because he represented the company extremely well.
I enjoyed the facility and pool. Until closing, this could have been another five-star review.
Then I encountered an employee named Randy.
At closing, I gathered my belongings and arranged transportation. My Uber app wasn't working properly from the back of the building, so I switched to Lyft. When I reached the front, my ride was only minutes away.
I calmly explained that I understood they were closing. I was NOT disputing closing time and was NOT asking to continue using the gym. I simply asked to wait briefly in the vestibule because I was unfamiliar with the area and did not feel safe standing alone in the dark parking lot.
I explained my safety concern by saying: "It's too dangerous for a woman to be outside. What if someone was to try to rape me or abduct me out there because it's dark in the parking lot?"
That was a statement about a potential safety risk. I never claimed anyone attempted to rape or abduct me.
My Lyft was approximately three minutes away.
Instead of showing basic courtesy, Randy became increasingly rude, disrespectful and verbally aggressive, insisting I had to go outside immediately.
What made this more disturbing was that construction workers were still inside doing renovation work. This happened in the vestibule area. The workers weren't rude to me and didn't appear bothered by me waiting there. The hostility came from this employee.
I understand businesses have closing procedures and employees want to go home. That was never the issue. The issue was judgment, professionalism and basic human decency.
Even if company policy required me outside, he could have simply said, "I have to lock up, but I'll wait at the door until your Lyft arrives." Instead, after I explained that I felt unsafe, I was put outside and he walked away.
That is unacceptable customer service.
I HAVE PHOTOS DOCUMENTING THE CONDITIONS
I photographed the area immediately afterward. The pictures show the parking lot at night and the darker, more isolated portions surrounding it. I also photographed the employee from behind as he walked away; I intentionally did not photograph/post his face.
Most importantly, my Lyft screenshot shows "Driver arriving in 1 min" and identifies the pickup location as Onelife Fitness - Germantown. I wasn't refusing to leave. My ride was literally arriving.
I also photographed the construction workers who remained inside.
The photographs demonstrate exactly why I raised a safety concern. I wasn't asking for special treatment or additional gym time. I was asking for a few minutes in a safer location until my ride arrived.
One employee turned what had been a genuinely enjoyable visit into an experience so unpleasant that I would not return to the Germantown location.
Management should review the surveillance footage from the vestibule/front entrance. I hope they recognize Lorenzo for his outstanding customer service, but they also need to address how this situation was handled.
No customer should leave a fitness facility feeling that a legitimate concern for her personal safety was treated as a joke, inconvenience, or reason for hostility.
