Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Poor customer service and unpleasant facility odor
Business reply on Google
Thanks for the feedback Uma. We are brand new owners and are addressing many of the issues that you identified here. Hope that you see an big improvement over the next month.
membership was cancelled prematurely without notice
Business reply on Google
Hi Stephy, We’re sorry to hear about your experience and understand how frustrating this situation must feel. We would like the opportunity to review your membership details and look into what happened regarding the cancellation and refund status. Please email your membership information and any additional details to [email protected] so our team can investigate further and assist with a resolution.
Manager was unprofessional regarding an incorrect membership charge.
Inconsistent trainer assignments and poor communication regarding scheduled sessions.
Front desk staff member is rude and ignores gym members.
Difficulty cancelling membership and refusal to refund annual fee
Gym members denied pool access during renovation while swim school continues.
gym continues charging membership fees after written cancellation
The gym premises are dirty and feel unsafe due to loitering.
unauthorized charges after cancellation and poor staff conduct
Incompetent yoga instruction and unpleasant odors in the gym facility.
Business reply on Google
Hi Evita, thank you for sharing your experience, and we're truly sorry to hear about your disappointment with the Vinyasa Yoga class. We want to make this right! Could you please email our Area Group Fitness Director at [email protected] with details about the class, including the instructor’s name, the day and time it occurred, and our gym's name? This will help us address your concerns directly and ensure we improve. If you decide to give us another shot, we’d love to offer you a better deal on a membership—just show this response at the front desk when you return. We value your feedback and hope to see you again.
broken equipment, overcrowding, unhelpful staff, and difficult membership cancellation…
Basketball court is unavailable due to recurring high school program usage.
Business reply on Google
Hi Anthony, really appreciate you sharing your frustration—we get how important court access is to our members. The volleyball program was scheduled to support local youth athletics, but we hear your concerns loud and clear. We’re actively looking at ways to balance community use with member access so everyone can enjoy the space. If you'd like to talk more or share additional feedback, feel free to reach out to us at [email protected].
Staff member exhibits discriminatory and unprofessional behavior toward parents and…
Business reply on Google
Hi Mihaela, thank you for bringing this to our attention—we're really sorry to hear about your experience. What you described is absolutely not the environment we want to create for any of our members or their families. We take concerns like this very seriously and want to look into it right away. Please reach out directly to our general manager at [email protected] so we can get more details and work toward a resolution. Your experience matters, and we appreciate you speaking up.
Gym ventilation fans were turned off causing excessive heat.
Business reply on Google
Hi Raquel,thanks for sticking with us since the Powerhouse days—we really appreciate your loyalty. You’re absolutely right, that day was rough and we totally understand how uncomfortable it must’ve been with the fans off, especially during that busy New Year’s rush. The good news is, the issue has been fixed since then. We’re always working to stay on top of things like that, and your feedback definitely helps us do better. Hope your workouts have been feeling way more comfortable lately!
The gym is unsanitary and staff are unhelpful regarding cancellation policies.
Business reply on Google
Hi Jay, thanks for sharing your feedback. We're sorry to hear about your experience and want to address your concerns. We do have periodic porters cleaning around the clock, though it’s possible you weren’t seeing them during their shifts. Also, we’re excited to share that a remodel of our facility is planned soon, which should bring significant improvements. Regarding membership cancellations, our General Manager, Andy, is authorized to assist with this. He’s typically in the office on weekdays from 10 a.m. to early evening. Cancellations must be done in person during that time. If there’s anything specific you’d like us to address further, feel free to reach out to us directly. Your feedback helps us improve, and we’d love the chance to make things right.
Unauthorized recurring charges and difficult membership cancellation process.
Business reply on Google
Hola Willy, Lamentamos no haber cumplido con sus expectativas en esta ocasión. Le invitamos a venir y hablar con nuestro gerente general, Andy. Él se encargará de resolver este problema. Gracias por hacérnoslo saber.
custodian performs personal workouts instead of cleaning the facility
Business reply on Google
Hi Saint, We're really sorry to hear about your recent experiences at our gym. It sounds frustrating, and it’s definitely not the standard we aim for. We appreciate you bringing this to our attention. I'll forward your feedback to our team immediately so we can address this issue with our nighttime cleaning staff and ensure they meet our standards for professionalism and cleanliness.
cockroaches observed in the locker room area
Business reply on Google
Hi Jose, We're really sorry to hear about your experience and want to assure you that cleanliness is a top priority for us. We're grateful for your feedback and the photos, and we're taking immediate action to address the issue. Please email our operations manager at [email protected] with any further details or concerns so we can ensure a better environment for your next visit.
The gym manager displayed unprofessional and uncomfortable behavior toward the customer.
Business reply on Google
Hi Christian, we're truly sorry to hear about your experience at our Chatsworth location, especially with the manager. Making all our members and their families feel welcome and comfortable is a top priority, and it sounds like we missed the mark during your visit. We take your feedback seriously and would like to learn more about your encounter to ensure this doesn't happen again. Please reach out to us directly at [email protected] with more details so we can address this appropriately.