Bally's Total Fitness - Hardest Company to Communicate With!
NEW YORK, NEW YORK -- I purchased a Bally's membership for my son for Christmas for the past two years. I paid biweekly and the charge was $14.99 which is reasonable. However, my debit card was due to expire so I attempted to call with the new card information. It took me more than a dozen phone calls to reach someone that could help me with this. After spending more than half an hour on the phone with this person, my son attempted to enter the Bally's gym that he works out at and they told him that he couldn't enter due to nonpayment. He immediately called me from his cell phone. I spoke with the girl behind the counter and she gave me a phone number to call. Meanwhile, they allowed my son to work out that day. I called the number and was given a runaround with the options menu. I tried every option available to try to solve my problem and nothing worked. I tried to get to a '"real" person but that was fruitless. I ended up calling my son back and talking to the girl again. She attempted to make the changes (expiration date) and we thought it was all set. My son visited again two days later and the same thing happened. It took nearly two weeks to get a simple thing such as a change of expiration date resolved. Lately, it's been over 90 degrees in the city. It was so hot in the facility (because it is not air conditioned) that my son almost hyperventilated and passed out. He vomited after his workout from the heat.
We recently found a more suitable gym and attempted to cancel the Bally's membership. We pulled out the contract and it stated that they needed a 10 day advanced written notice mailed by certified or registered mail. So I did that. 15 days later, my bank account was charged again for the biweekly dues. I attempted, once again, to call to straighten things out and request a refund. I called 8 times. Each time I got to the end of the navigation menu only to be told by a recording that there is an overwhelming number of phone calls and to please try my call again later. Finally, I decided to email them to tell them that they needed to refund my dues. I supplied them with the receipt number from the certified mail that I sent. I received a return email telling me that no refund is due because per the terms of my contract, I needed to contact them via mail. DUH! That's what I did. This place is lacking the proper customer service to make it a worth while establishment to even bother to deal with. I'm sure some of the other facilities in different locations and cities are nicer or worse. However, when it comes to the financial aspect of it all, avoid Bally's to avoid headaches!!!