RockBox Fitness Grerensboro Reviews (%countItem)
RockBox Fitness Grerensboro Rating
Address: 2601 Lawndale Dr, Greensboro, North Carolina, United States, 27408-4818
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This private gym drafted my account for membership dues and then closed due to the executive order for Covid-19 and did not refund that draft. I have since had to request them to freeze our accounts (2 people in my family have memberships) MULTIPLE times, despite my instructions to remain frozen while an executive order for our state is in place. The gym has chosen to reopen, despite the executive order, and continues to try to draft my account for our 2 memberships. It has been a nightmare and I have lost trust with this company, especially considering their disregard for the executive order. Even if I felt safe returning to the gym at this point, the class schedule has changed and the class sizes have to be significantly reduced. My membership fee was supposed to include unlimited classes, which isn't even possible with the current pandemic restrictions in place. I have requested to be released from our contracts, but have been denied.
Hi ***!
I got copied in on one of our members complaints to you, along with our GM and other owner. Thought it may be helpful to color in some of the details so we can save some time. I’ve never had a member file a complaint and have no experience in this process, but I'll give you a quick run down anyways….
*** has a daughter, ***, and they are both members who signed a 12-month agreement with us. They were both drafted, as usual, on their draft dates pre-covid. We did not refund them, (as we had nothing to “refund") rather we froze their accounts, which would then be drafted on the date when unfrozen and thing would return back to normal!! (For a lot of our member, we added 2-3 free months onto the end of their contract because of their staying a member with us when we were closed)
Well, our system accidentally drafted them each because it auto-unfreezes after a set time, which we refunded when we found out, all good. *** was really on us about the refunds and freezing their accounts indefinitely until phase 3, which we are totally OK with. She can stay frozen as long as she wants with us, and we waived all long term account freezing fees indefinitely! I think right now, we have the date set for January 10, 2021!
During our closure of the physical space, we offered live zoom workouts, and a portal full of pre-recorded workouts. *** participated in these, even without paying for them. It’s OK though because we are here to promote health and wellness we people need it.
COVID has been tough, we’ve really been doing our best to manage all member concerns, and I have documentation to show that. I am proud of how Susan has not let a single members concerns go to the wayside. We have communication documented with *** before COVID and throughout, as well as electronic copies of contract. Let me know what you need to review.
As for the accusation of the gym space being unsafe… Which is so not cool because of the amount of effort and regulation we have in place. It’s worked to perfection! Here’s our protocol:
Recently opened to operate under the Attorney General’s letter that we can remain open for members that are told by their doctor that they must workout. We do not require proof of doctors guidance, as that would be a HIPPA violation. We trust that our members coming into class are classified this way. Entrance and Exit into building Covid Symptoms procedure Wait outside until check-in begins One person at a time check-in with front desk by saying name, and put their bag in the cubby. Choose a space on the floor that is marked with tape that maintains 6-10ft between each class members 12 participants total each class in 3,000 Sq ft facility that holds 40 people per class. Enter through front, exit through rear door. Sanitization Notes Recommend mask wearing at all times Class participants share NO equipment at all throughout class, it is set in each station that they only use the entire class. It is cleaned with anti-pathogen solution between classes with adequate drying time. No shared space either Negative air pressure in gym with fan Anti-pathogen, medical grade fogging done everyday, often between classes.
We are not forcing ANY MEMBERS to come into gym and pay for it. Again, we are freezing people as long as they need, to feel comfortable coming back to gym again. Even if it is into 2021!
Our cancellation policy is that the member pays half of the remaining balance on the contract. It’s standard and have had no issues with any other cancellations. Our GM presented her with this option, and she claimed, “(She has) requested to be released from our fitness membership contracts and the request has been denied.”…. So that’s untrue.
Her options are to follow our cancellation policy put forth or stay frozen indefinitely and we will welcome back with open arms when COVID has passed.
Apologize for the length!
Let me know what you need ***.
Best
I am rejecting this response because:
Their claim that they had nothing to refund me is a complete lie. We were drafted:
$139 on 2/25/2020
$139 on 3/11/2020
Both of the drafts were for 1 month unlimited memberships. The gym closed on 3/17/2020. This means that the draft on 2/25/2020 paid for 1 month, but only had access for 3 weeks. The draft on 3/11//2020 paid for 1 month, but only had access for 6 days. How does this not warrant a refund for time that was purchased but not received?
As for the zoom classes, these were advertised as free classes offered to the general public and we were encouraged to share the code and invite friends. NOBODY paid for these classes. I attempted FOUR classes, and was only successfully connected to TWO classes. In one of the classes, the instructor disappeared (lost connection, I presume) and the few members that were logged on took turns suggesting exercises for us to do. This cannot possibly be considered getting what you paid for.
I am a nurse so I am working on the front lines of this pandemic every day. I KNOW that in order to get through this we have to comply with the mandates and the CDC recommendations. RockBox workouts are incredibly challenging and it would be impossible to wear a mask. My daughter (also a member) has asthma. My son has asthma and my mother is immune compromised. I will NOT take unnecessary risks with their health. RockBox is not just a building where you go and work out on your own. It is basically high intensity personal training in a group setting. The world has changed with this pandemic and what I felt comfortable with before is no longer what I feel comfortable with now. If they really mean it when they say that we would be welcomed back with open arms, then I don't understand why they would not release us from our contracts and welcome us back in the future? Again, I am working on the front lines and my situation is different than many in the general public. I do not see us being comfortable engaging in this type of fitness program in the future. I have discussed this with my daughter's pediatrician as well as with my endocrinologist. Everyone agrees that this would put our health at risk. I don't think we should have to pay anything to be released from our contracts.
Sincerely