Recently ABC News ran an article on common “dirty tricks” the health club industry employs.
A brand new Better Business Bureau analysis found that consumer complaints about gyms are up more than 90 percent in the last five years.
The BBB analysis found that 73 percent of customer complaints involved contract or billing disputes, including people who were upset that they were still being billed after they thought their contract was over.
I have heard and witnessed a multitude of membership horror stories at the gym where I used to work. Seen countless people leave crying, rumors of forged signatures, and whale noises made at prospective members. This was all in the process of getting a contract signed, let alone the hassle if someone wanted to actually cancel. I thought it best to bring some of my first hand knowledge to help educate you in making a more informed choice.
Introduction
First I would like to start with how a majority of people first step foot in a club. You may pass by on your way to work, know others who workout there, or have actually done some research on the web. Regardless of the method, if you haven’t spoken to someone from the club on the phone you are considered a “walk-in” and you may proceed to the next section. If on the other hand you have received a call from a fitness counselor, it was a friend referring you (in which case you may want to revoke their friend status), a genuine cold call, or you signed up somewhere to win a free membership.
If you fall into the latter category chances are you are going to be told you won something. A common practice used to be calling a prospect, telling them they won, and then indicating after a tour they will receive waived membership dues on the most expensive membership. Oh, other fees and taxes apply. Remember ask to see a full membership chart. As I indicated in my previous post, most clubs have single club access, multiple-club, multiple-level club, and membership/personal training packages. If you decide to sign up, get the one that will benefit you the most, not the one that will put more money in the salesperson’s pocket.
The Tour
Everyone who comes into the gym gets a free tour which generally takes one of the following forms. If you are a younger single guy, you will primarily get taken by the free weight area, glossed over on the machines and cardio and shown the locker room. If you are a younger single woman you will likely be shown the machines, particularly the hip adductor and abductor (inner and outer thigh), and the cardio area. If you are more senior or a busy business person you will be shown the machines and whatever circuit training setup the facility offers.
A few points to consider on the tour are that if you want to improve your overall fitness you should incorporate a little of everything, free weights, machines, cardio, circuit training, etc. Ladies, you will be told the inner and outer thigh machines will help you loose your hips. This is not true, it will tone the muscle, but it will not spot reduce the fat. Those of you who are told the 30 minute circuit will give you all the fitness you need are being lied to. If 30 minutes on 10 machines is all you need, why then are all the other machines and weights in the gym?
The Sell
This is where it helps to up your confidence level before entering the sales office. Don’t get me wrong, you will run into some genuinely pleasant fitness counselors, but there are sharks circling out there as well. I have seen plenty of cases that could be labeled borderline abuse take place in sales offices.
I have known gym sales staffs that have had rebuttal books. The comebacks for any excuse a potential customer could have. Just remember, get what you want out of the transaction. I know it seems like common sense, but if you feel uncomfortable or the salesperson starts calling you names, get up and leave. There are plenty of options out there that you don’t have to put up with a hostile environment.
The Contract
As mentioned in the ABC article, most gyms will try to get you to sign up for multiple year deals the most common being 3 years although month-to-month and lifetime deals are available. This is again another personal option that should be based on what you need. If you move around a lot or travel, you may want to stick with a month-to-month contract for multiple clubs (provided there are nationwide gyms). If on the other hand you have lived in an area for a number of years and will likely stay put, you may want to go for a longer term option at a single club, which is generally cheaper.
With respect to payment options, you will usually be offered an automatic withdrawal from your account. This is popular as it obviously cuts down on the short-term hassle. Cancelling an automatic payment to your club should you cancel your membership can be somewhat cumbersome however. Should you cancel, follow-up, follow-up again, and get your bank involved if necessary.
If you think cancelling your automatic payment is difficult, try cancelling the actual membership before the end of contract term. If you move, gyms require a minimum distance requirement (20-50 miles); if you are sick, they want doctors approval; if you die, the membership responsibility passes to your next of kin. The final and most important things I can stress are read the contract front and back and do not sign unless you are comfortable with the fine print.
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