Complaint / review text:
On 4/29/09, I called member services to cancel my membership (like their on-hold service says you can do). After 5 days, I finally received an email response that told me in order to cancel my membership, I needed to contact a 1-866-308-8179 number. I called that number today at about 5:30PM MST (they are open until 6PM PST). After waiting on hold for almost 15 minutes at my office, I hung up and re-dialed on my cell phone so that I could drive home. I immediately called the number again and was on hold for my entire 20-minute commute home. Finally, a woman came on the phone and asked why I was calling. I told her the reason and then verified all of my information. She then asked me to wait for a minute or two while she transferred me.
After holding for almost 10 minutes, the same woman came back on the line and told me that she was sorry, but she was not authorized to process my cancellation request and that if I could call back tomorrow, someone could help me. I told her that I had been on hold for almost 30 minutes now and that I would like to talk to someone tonight, while they were still open. So she then said (in a rude voice) that she'd only had me on hold for just over 7-8 minutes, but to hold a moment and she would transfer me. I asked her if she was going to transfer me to someone who was authorized to process my request and she said yes.
So after another 6-7 minutes on hold, the same woman picked up and told me that no one was available to take my call. She gave me a direct number so I could call the cancellation dept in the morning. She gave me the same phone number that I had called for member services in the first place! I asked her why she kept putting me on hold when she could've told me all of that information from the beginning and that the number she gave me was not a direct number as she had said. She became quite flustered and said that she was trying to find the agent she had in mind who could take my call, but that he/she was not available. I asked her if she was telling me that there was only one person who could process my request. She responded and said that no, there were other agents who could help, but that they were all on the line with other callers.
So at this point, I asked to talk to a manager. After explaining that she really was trying to assist me, she then said that all of her managers were also on the lines with other callers. She asked me to call back in the morning. I said no and asked that I be put on hold for her manager. After about 5 more minutes, her manager picked up and was able to help me. I explained to him why I was frustrated. He apologized and was able to help process my cancellation, but after all was said and done, I spent nearly an hour on the phone trying to cancel.
I am very displeased with their customer service! My brother's girlfriend used to work for 24 Hour Fitness and she said that they are trained to do exactly what I just experienced. My brother warned me before I called, but I honestly did not believe him. However, after what I've just experienced, I believe that they do train their agents to delay the call process in hopes of exasperating their callers - all with the intent to delay the cancellation and get more monthly dues! This is unfair and a very dishonorable way to do business, in my opinion. I will not recommend 24 Hour Fitness to any of my friends or family members!