• Report: #1045745

Complaint Review: Club Metro USA Old Bridge

  • Submitted: Wed, April 24, 2013
  • Updated: Wed, April 24, 2013

  • Reported By: Monroe Township Girl — monroe township New Jersey
Club Metro USA Old Bridge
Shoppes at Old Bridge Old Bridge, New Jersey United States of America

Club Metro USA Old Bridge Horrible Billing Practices and Customer Service Old Bridge, New Jersey

*Consumer Comment: What they are doing is a crime.

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I signed up for the gym. I bought four personal training sessions for $100. After I used those four, I wanted to continue so I bought 25 sessions for 500 dollars. I only got a receipt for the $500 dollars, never got a contract. I thought that someone would talk to me and ask me what I wanted to get out of the sessions, or what kind of trainer I wanted, but I wasnt asked anything like that. I really wanted to learn what exercises to do so I could  work out by myself. Then, my personal trainer Gabby, left out of the blue. No warning, no nothing. I had to switch trainers obviously and since they dont give you a questionnaire to match you with one, youre wasting your money if you take a session and dont like the trainer.
Then, I hurt my back. I talked to N and he said a doctors note would be acceptable way of canceling out my account. My doctor told me on February 13, 2013 that I wouldnt be able to go to the gym for the next three months (March, April, May) So I said okay, if he could give me a doctors note for the gym that would be great. My doctor gave me a note, but I have been busy at work and hadnt had the chance until the beginning of March to hand the doctors note in. I went into the Old Bridge Location of Club Metro and I told the guy at the front desk (he was less than 59, muscular, blonde hair guy) and told him that I needed to hand in a doctors note and wanted the account closed out. He said okay, did a couple clicks on the computer and it was done. So I thought. I asked if I needed to leave the doctors note with him and he said yes. So, I left it. Well, then I realized the next day I never transferred those personal training sessions (I had 12 left after switching trainers and working out with the new one. I also had problems with the training sessions because they said that they expired. No one had EVER mentioned that. So that was something else I talked to them about. No one ever even mentioned it. They didnt even give me a contract with the new personal training sessions. In my mind, they should have.)
So I called up and they told me that they needed the doctors note to transfer the sessions and they have to do it before my account is cancelled. Okay, fine. But, I already handed them the doctors note, so Im confused. So I called (after about 6 unreturned phone calls taken by the same person, I finally got a call back, and it wasnt from the person I even asked to speak with. It was from "T", a PT manager. I didnt mind talking to "T", but usually when I call for a specific person, I think that person would be the person calling me back) I told T that I handed the doctors note to an employee and she said they didnt have it. Okay, now Im pretty annoyed because your employees are not aware of how to answer phones and give messages and they dont know how to place a doctors note where it should be. So, I go in on 3/2/13 and talk to N. He tells me if I send over another doctors note it will be taken care of by today. He tells me to do it in the morning, around 10 am. So, I call my doctor and have them fax over one. On 3/3/13 is when the note was sent over, at 10am, just like N and I discussed. I called at 11 and asked for T and they said she was busy. I leave a message, guess what? No call back in the next hour. So, I call again (figuring she probably didnt even get the message), they finally get her and she talks with me. Says the doctors note isnt at the other office. Im beyond frustrated now because the gym should have a fax right there for employee use. So, she gives me one for the spa beneath them. It started to feel like this is being treated like this is my fault, but it isnt my fault obviously if your fax isnt getting it. I know that a fax gives you a confirmation. My doctor had the confirmation and so I know it was sent. I called my doctor again, being a pain since this is my third time calling (once to send it, twice to see if it was sent, then this time!) and asked to send it to another fax number, the one at the spa. She agrees. Now, T finally gets the note and tells me that theres a $75 dollar fee to transfer sessions. She has mentioned this before, but N never did. He made it sound like there would be no problem transferring them. I called the customer service number and this is my 2nd time calling, the first time was when this started being an issue I called and never got a person, had to leave a message, then never got a call back. I got a person and his name was JayJay. We talked and he said he would credit me for March, not charge for April, and he couldnt help with May because when I signed up it was paid for. I checked a couple days later with my bank and had no incoming credit. I called ClubMetro and they said theyd send the refund AND an email that stated the refund was to be given. I still havent been given the refund and the bank doesnt see it incoming.
None of this tells you about the rudeness I have seen by the employees at Club Metro. They will tell you to wait, then they will talk to their employees about their new car, while you wait there. It doesnt matter you just came from working 8 hours and just want to go home, they dont care. They will make you wait 20 minutes while they finish with  client. Not only will they finish with that client, they will in the middle of that go and answer the phone, help other members, all before they get to your case. I was in dismay when this happened to me. What happened to waiting in line? Employees should dedicate full time and attention to one guest at a time. Anything else is unacceptable. Also, they interrupt you, all the time. They dont want to hear your frustration but they work for this company. In all honesty, the only person I talked to who made actual sense was T. Everyone at ClubMetro is great at giving you the run around, but at least I feel like T was genuinely trying to help.
So, now I am left with losing money due to gym fees, the personal training, and a racing pulse for all the annoyance they have given me!

This report was posted on Ripoff Report on 04/24/2013 05:10 AM and is a permanent record located here: http://www.ripoffreport.com/r/Club-Metro-USA-Old-Bridge/Old-Bridge-New-Jersey-/Club-Metro-USA-Old-Bridge-Horrible-Billing-Practices-and-Customer-Service-Old-Bridge-New-1045745. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

What they are doing is a crime.

AUTHOR: NEIL A - ()

When I read your report, it was as if you were telling my story. Be well aware that the same happened to me from 6/13 to 11/13. Still getting call from Credit company. Upon my reearch this is happening to many people. They need to be stopped. Please contact the BBB, the Consumer Protection agency, The NJ Attorney General and the Federal trade commission. Too many people are being scamed and don't know what to do. 

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