Fitness 19

Business reply on Google

Thank you for taking the time to share your feedback. We’re very sorry to hear about your recent experience at Fitness 19 Sylmar, especially after you and your family have been members with us for so many years. Long-term members are extremely important to our gym community, and we regret that this visit left you feeling disappointed and undervalued. Cleanliness, well-maintained workout equipment, and a welcoming fitness environment are priorities for our company. Your concerns about dust, restrooms, weight racks, and overall gym cleanliness have been shared with local management so they can review our cleaning standards, staffing routines, and maintenance needs at the club. We understand how important it is for members to feel comfortable and confident when using the gym. We’re also sorry to hear about the experience your wife and son had when asking about a first-time visit. As a reminder, we offer a one-time 3-day trial to all first-time visitors. After the 3-day trial expires, we require the purchase of a membership or day pass to access the gym. However, as a premium plus member you have weekend guest priveleges that you can use Friday - Sunday to have your son join you at the

Business reply on Google

Hi H W, we're truly sorry to hear about your less than satisfactory experience at our gym. We understand how important cleanliness and availability of equipment are for a good workout. Your feedback is valuable and we'll certainly take your concerns into account as we strive to improve our facilities and service. We also apologize for the lack of attention you received from our front desk staff. We appreciate your patience and understanding.

Business reply on Google

Hi, we're truly sorry to hear about your experience. It's important to us that our members feel valued and respected, and it seems we fell short in your case. We take your feedback seriously and will use it to improve our services and ensure this doesn't happen again. We're also committed to maintaining a clean and welcoming gym environment, and we're disappointed to hear that we didn't meet your expectations. Each team member has daily cleaning tasks as well as we have a janitorial service that services us daily for deep cleaning. We will look into your recent visits to see how this happened and make immediate corrections.

Business reply on Google

Hi Mrs Kurfess, We apologize for any misunderstanding in regards to canceling your membership. I’d like to clear up as much as I can to help put you at ease. 1. ABC financial is our partner billing company. They are based in the United States and have a secure billing system that meets all PCI compliance regulations to ensure our members billing info is safe. They are the largest fitness billing company in the US and used by some of the biggest fitness companies. One of the reasons we choose them to handle the billing, along with many others, is their security of our members billing. 2. Your membership is pending because we allow our members to access the gym for an additional 30 days during the cancelation period. If your account status goes straight to cancel then our front desk team will not know that you may still have access. I know you moved and will probably not come any longer but your account will move to canceled after the 30 day period automatically. 3. We moved the cancelation process to online or email to prevent members from having to drive down to the gym to cancel. We require a signature or written notice on file to confirm your cancelation. We wouldn’t be able to p

Business reply on Google

Hi Bridgette, Thank you for reaching out to us. We are sorry to hear of your frustrations regarding cancelling your membership and apologize for any misunderstanding. We will be sure to address this with our Sylmar team. We strive to make your cancellation process as hassle free as possible and provide several easy ways to cancel your membership. If you are still in need of assistance, please feel free to reach out to our onsite management and they will be happy to help. If no further action is needed, we thank you for your time here at Fitness 19, are sad to see you go, and wish you the best of luck in your future fitness journey.

Business reply on Google

Thanks for the review Michael! Is there anything we can do to improve our rating with you? We'd love some feedback to improve your experience. Give us a call and ask for the club manager. We'd love to hear about it!

Business reply on Google

Hi Mi, I’m sorry to hear you didn’t receive great customer service today from one of the staff members. We will have the manager speak with the employee who working at that time. Please ask for Jose the club manager next time you are in so he can apologize in person to you. How was the rest of your experience at the gym? Your feedback is greatly appreciated. Thanks!

Business reply on Google

Hi Jonathan! Thank you for thanking the time to leave a review. We greatly appreciate all feedback from our members. Our priority is to make sure you have a great experience when you come to workout. We will address this issue with management and ensure you get a warm welcome.

Business reply on Google

Hi Joss, sorry to hear your frustration. All accounts with Fitness 19 when cancelling are part of a 30 day notice which would mean a last billing would occur, the service you pay for however would allow additional 30 day access. I would speak with the Club Manager Jose, he may be able to help with any clarity for you on the membership or cancellation process. Hope this helps you, in good health Fitness 19 .