ComplaintsforSuperior Athletic Club

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Some time ago, Foot and Ankle of ***************, had recommended to me that I need right foot reconstructive surgery, and it was scheduled to take place on September 3, 2024. As time went closure to the date of the surgery it was made clear to me by ****** Robin, and ****** that I could come in early when the stiches were pulled out of my foot to swim. After my surgery took place, I received a telephone call from ***** ******, and she told me that I can come back to Superior Fitness after my stiches are pulled out of my right foot. She told me that I could bring a caregiver into the pool area, and I would be able to swim as a part of my recovery. This request would be only for a temporary amount of time. I received an e-mail from the Catch A ********* that it was recommended for me to have the home gym equipment and that I had declined several times because I live in a small house and the garage has toxic chemicals. *** discussed that Superior could not handle my needs in an e-mail, but I do not have any needs for them to assist me with except for this one time once my stitches come out of my foot.I had informed the Catch A ********* not to accept the funds from Superior Fitness, and that my membership still stands, and that for *** to say that Superior is not a good fit, he is mistaken. ***** ***** was a great swim instructor, and he made me become a better swimmer, and the gym members that used to watch the swim lessons were inspired and they would tell me after swim practice about my improvement. Members had told me about my improvement, also. In addition, no one has ever complained about me, and no one has written me up for anything. The phrase I am not a good fit is accurate because one there is no meaning behind it, also there are no specifics. I am in a lot of pain from the operation, and this is the best time that *** decides to impose such a large amount of cruelty and mental harm on someone. I am in a lot of pain at the moment. Thank you

  Customer response

  10/07/2024

  Sometime before September 3, 2024, I had submitted my notice to the gym that I am going to have foot surgery, and I provided a doctor's note. The clerks at the front desk told me that I could come in with a wheelchair and a caregiver to go to the pool to assist me per to the foot doctor. The clerks told me that they do not see a problem because there are other members that may have perinate disabilities that use the elevator and other mobility devices. ******* ****** and ****** told me that they do not see a problem at all. I received a telephone call from a personal trainer from Superior that relayed the message told me during the day of the surgery that my medical hold was cleared.  On the same day, I received two e-mails one from the Catch A ********* and from *** from Superior that they decided to cancel my membership. I explained to both parties in an e-mail that I felt betrayed that such of a thing would happen to me when I on the operating room. It was sneaky and suspicious. I informed both parties that are involved that the doctor does not want me to lift weights for three months and I could not fit a home gym in my house in which that they had decided for me with the Chairty. The doctor had stated that he would like for me to use the pool. I explained to both parties that I was and am in desire pain and I am taking pain medication that it is a suspicious moment in time when I am house bound to provide these adverse actions on me. 

  I still got conflicting messages and e-mails from the gym staff about the status of my membership and the reasons why I was dismissed during my surgery. *** the manager told me in an e-mail that the issue with me was not about behavior and was the fact that Superior could not address my needs. I explained to *** that my needs would not tax the limits of the gym because I would be at the gym with a caregiver until I am recovered from my right foot surgery and then I would need the accommodation once more from the caregiver not from the gym. Superior claims to be a private club and that they will not accommodate. How private of a club are they and how could they not allow a wheelchair into the gym when they could?

  I e-mailed the manager named ****** about the accounting, sometimes I would receive a response and other times I do not. None of the e-mails were threatening. I felt at times I should double check on what I was told as far as employment and also for my charity called Grapplers for *********** and I stopped with the conversation despite my disbelief. 

  There were times I had asked for a manager to contact without response: 

  1. My best friend wanted to box with me. ***** told him that he has to sign a piece of paper and pay $20.00. I informed ***** that the weekend staff let ***** and I into the gym without any question and let us box. ***** was upset with me that I did not want to provide him with names of the employees that let ***** and I in. I did not argue with *****, and I was nice towards him, and I attempted to help my best friend to understand that he has to sign the document. ***** asked me to sign the waver. ***** and ***** had an argument, and I was internally upset with ***** for arguing with ***** because it may be apparent that my best friend who is also from ******** might be diagnosed with an intellectual disability.  I was personally disgusted with him, but I nicely left, and I asked to have a manager call me, meaning ******* **** and or the own **** **** without response. All I wanted to talk to a manager about the better way to approach a customer that may to have an intellectual impairment and the reason why I did not want to call out ***'s employees that work the front desk around other members. The truth is that I became friends with the front desk staff, or it felt that way. 

  2. I found some items in the main locker room laying around. I picked up the cellphone and intended to turn it into the front desk. A member told me that it is his cellphone and that he was in the steam room. He told me that he will complain about me. As I got ready to leave the gym, I explained to ***** that he might be receiving a complaint, and I told him why. He told me that the guys leave the items on the bathroom sink area and that there is no reason to turn in the items to the lost and found because they are in the steam room. I informed ***** that I did not know, and I am sorry for upsetting everyone. No one after that situation came to me with any further comment. 

  3. I did mention to someone that I do not understand why the management does not respond to messages, return calls, and is able to see members and I was informed by a woman that they are busy. I was at disbelief I staid that I understood and left. 

  4. It was coming close to the time where I need assistance with my two-week activity with the Catch A *********. I thought that ***** was a liaison and or a helper for ******. I thought that was why ****** did not want to assist me with the initial tasks that I had to do with the Chairity but i was told that ***** was busy, and he had no clients but then I found out that he did have time. 

  5. I know sometime before the surgery that while I was talking to the personal trainer, she, ****** was talking on top of me while I was talking to the woman, and I kept losing my train of thought. I was puzzled by ******** behavior and as I think about what he was trying to warn me of and get me to see at the end of the day he was correct. 

  No one from the gym told me that I was a problem, no one told me that I was having problems, no one wrote me up, no one came to me saying that I am causing a problem, no one came to be said that here is a plan of action of some sort. No one had an issue with me, and I got a long with the boxers, the swim instructor, the front desk staff is really great, ***** is great, ***** is wonderful, and I had expressed issues that pertain to accounting. As far as the front desk people letting me in with ***** - well the front desk staff told me that everything was fine. No one even gave me chances when it came to any problem known or not known. I have no idea of what run ins what the General Manager *** ***** said to the Catch A *********. He is not the owner of the gym ***** **** is and that I am waiting to hear from him directly about the accessibly issue. 

  I go to the gym at night after BJJ practice and on the weekends, so I do not have to have any problems, and I have not had any problems that anyone has ever talked to me about. I did ask to speak to a manager about a few things that I was unsure about other than that I think Superior Gym is still excellent. 

  I request to have my membership back, go to the pool with my own accommodations which should not be a denial despite the fact it is a private club.  Is this club really that private? 

  Not knowing anything for sure, I would like to have a meeting with the staff and then suite myself at *******'s best gym.  I would like to have a meeting with ***** if he is the one that I offended without knowing it. I am sorry for trying to get to know him and let him know what the concerns are but the next time I guess that I talk to the front desk clerk. 

  I would like for the BBB to know that this business needs to be upfront with its customers, do not do sneaky things, pay attention to the doctor's orders, and accommodate people with both long term and short-term disabilities or when they need aid in their life no matter how long the aid might be. Let's pull the thorn out from our thigh and see the light at the end of this tunnel. Let's get the membership and let's find closure and move forward from these horrible misunderstandings. It is suspicious of the timing and day of what they did but I would like to find a way to forget about it through a new membership. 

   

   

   

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up for gym membership in August of 2023. I only went one month I did forget to let them know to cancel membership. I thought it was a pay only the months you go. Since September i did not receive any notice of overdue payments. In till a month ago. They are charging me 522$ for a membership that was not used. They waited in till my overdue amount exceeded 500$ to sent me an overdue email.

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