City Sports Club

Solid gym. My favorite parts are the clean pool and hot tub. And they aren’t that crazy busy usually. I’m also a fan of their multiple locations with consistent service!

Disappointing Customer Service Experience I had an unfortunate experience at this gym today. To keep it simple, I have multiple gym memberships and wanted to downgrade my plan at this location. Upon arriving around 7 AM, I spoke to a very kind and friendly front desk representative. He did his best to assist me but informed me that only the store manager could handle plan downgrades or cancellations. I was surprised that employees aren’t empowered to manage basic requests like this, but I appreciated his respectful and helpful attitude. Honestly, he displayed better customer service than most managers I’ve encountered. The front desk employee told me the manager would arrive at 9 AM, so I waited. Unfortunately, the manager arrived about 10 minutes late, which I understand—traffic happens. However, when I approached her to explain that I wanted to downgrade my plan, the interaction went downhill. She repeatedly asked me the same question, “What plan are you downgrading to?” despite there being only two plans offered. I explained this clearly, but her tone and attitude were dismissive and rude, as if I didn’t understand what I was asking for. It was incredibly frustrating and unprofessional for someone in a management position to behave this way. What upset me the most was that, as soon as I told her to cancel my membership entirely, she suddenly understood my English perfectly and had no issue processing the cancellation. Her abrupt shift in attitude was disappointing and made it clear that she wasn’t interested in providing genuine customer service. Frustrated by her behavior, I canceled my membership on the spot. It’s disappointing that someone in a leadership position displayed such poor customer service. I feel bad for the employees who have to work under her, as they seem to genuinely care about their job and the customers. Overall, this experience was enough for me to never return to this gym, and I wouldn’t recommend it to anyone. With so many other fitness options available, I’d suggest looking elsewhere where customer service is valued—especially from management.

Checked out the gym with a free pass. It was nice and clean, but super crowded at 4 pm. I couldn't even get into the sauna because there were so many people just standing around. I waited 15 minutes and still couldn't get in. All the equipment was packed too, so it was a struggle to get to what I actually needed. When I asked the front desk about prices and plans, the lady mumbled everything so fast I couldn’t understand a word. It felt like she wasn’t even trying to get me to sign up. Then she told me about this "amazing deal" that was supposed to be a once-in-a-million chance to sign up for an annual membership only today. Seriously? Who falls for that old trick? Plus, their plans don’t make much sense. The Classic and Premium memberships are pretty much the same price, and honestly, it feels like they’re overcharging compared to other gyms.

I wish this was a 5 star rating. The gym is incredibly well equipped, good location, should be 24/7 but operating hours are good enough tbh, staff are chill and helpful. My main gripes are two fold. One there are no way near enough sanitation dispensers, and the ones available are always empty even on a slow night. Second there is an IT issue with their computers, multiple times I signed up online only for the staff be unable to complete my registration and tell me to just go ahead and don't worry about it (thank you for that)

No customer service. I was told to come in person Saturday to be able to cancel my membership in person (“it’s the only way”) and then I drive an hour to get there for Carly and Mario to say I have to come back Monday and they can do nothing to support me because their operations manager will not be available to help on the weekends. I asked if we could leave some kind of note or sign a form since they had me make the drive today and they said “nope we can’t”. Awful communication and customer service.