City Sports Club

Hello,
I joined City Sports in 2075 Diamond Blvs - 170 Concord, CA 94520
Barely a month ago, I was so excited about the classes, kids club, and swimming classes for kids.
My friend, signed up, my daughter's teachers go there, and i even got a pass for my son and my Boss.
I work for a very reputable company in tbe Bay Area, and I also interact with our patients and families, who are our customers; so I know the importance of quality customer services.
I had an issue with the General manager N.I.C.O thats how he spelled his name in slow motion for me to understand when i asked him for his name.
My daughter takes classes in the gym (Swimming classes) we pay about 38 + tax for the classes each week and recently talked to the teacher to upgrade for a second class.
One time my daughter was in the water for 5 minutes, excited that she was going to start her class the next day. He saw us and when up to me with attitude, very rude and said she cannot be here, i tried to explain and he didn't let me, all i said was sorry, waited for my friend to come back to tell her that we were leaving, he turned around and started yelling at me, in front of my child, you need to leave now, i told him yes I am.

He waited next to me, all the other members where looking at me, and we were so embarrassed, i just quickly told my friend I have to go, he is kicking me out. I had to change my weat clothes of course and when we went out he stopped me at the door again and said you cannot have your child back in the changing rooms, i told him i have to change myself, and also her.
Today my daughter had a swimming class, I am a member and go to workout while she is in the kids club. She has her class in the evening is late and cold.
I had to change her, and of course i cannot change her clothes in front of the people that are swimming in the pool, or just take her outside on the street ll wet. Or where can i change her after her class???
He assumed that i gave her a shower, he saw me walking and yelled at me from the counter when i was about to exit!
MARIAAA, I turned around and i said yes, and he said I ALREADY TOLD YOU THAT YOU CANNOT GIVE A SHOWER TO YOUR DAUGHTER HERE, I DON'T NEED TO SHOWER MY DAUGHTER IN THE GYM.
I told him, she didn't take a shower, I just change her cloths, and he said she cannot go inside the locker room, so i asked him really?

Because i seen other parents go inside the locker rooms to use the restrooms, or to grab some stuff with their kids. He said when that happens you can come and tell me. ( Thats not my job, go and tell him what people do in the Gym) and why he is assuming that my daughter is taking a shower there?

He aslo asked me and why is she swimming in the pool, and i told him, because she is taking swimming classes here.
So he just decided to cancel my membership, after being very rude, and disrespectful towards to me, in fron of my child, and members.
We paid for the gym, ans swimming classes, I go to the gym to feel good, less stress and have peace after a log day of work.
No to deal with a young man who doesn't know how to treat customers, he is racist and feel powerful just because he is the General manager.?
I cannot believed that i was treated very rude, disrespectful and on top of that he canceled my membership, when we bring to your business more than $ 1000 only on memberships from people i knwo.
I paid $160 in swimming classes and we were going to Upgrade.
This guy needs to be fired!!! I cannot believe this happened to me, i would have said something to him, but i have respect for my daughter, and cannot do this to her.
So disappointing with this customer service.
I need my last month that i paid, the annual fee that i also paid just a week ago, and i pay today again for this month.

I like City Sports a lot Ive been going there for about a year and my experience been good. My only issues with it is one it closes way too early on the weekends and its when people actually have more time to actually work out 8 oclock is an unreasonable time to close the gym another issue That I have is I paid for kids club and on the weekends doesnt matter what gym my call could be 50 miles away, or the closest call to me they either dont have kids club or if they have it its closed and on the weekends it closes at 12 in the afternoon thats very unreasonable considering the fact that were paying for a membership that is only partially available.

I can understand why it is like that during the weekdays but if you consider the fact that most people work until five now youre saying that they have to pick up their kids and go directly to gym and only have about one hour to work out because kids club closes at eight and on the weekends when you wanna work out it closes at 12 in the afternoon and then the gym itself closes at eight these are very unreasonable times considering that there is a 24 hour gym that is available that you can go anytime even planet fitness is open 24 hours. I cant understand why you guys do this model , but in my perspective Ive been to several gyms Ive been to 24 hours Ive been to planet fitness Ive been to American barbell. The only reason I stuck with you guys was cause kids owners available or kids club but overall I think your times are horrible compared to the other gyms and I also believe that if you offer a service it should be available while the gym is open not at certain times, I really hope you guys improve this. Otherwise I know that Im only one customer but here in San Jose California theres plenty of other places in the silicon Valley.

That will provide the service that I need. Ive been looking up other gyms and hopes that I do find one

1. The sales guy at Brokaw City Sports was not patient at all.

When you ask him about the agreement details he could not be able to answer clearly. He became impatient when you dig into more contract questions. No tour at all!

2. When I called the operations manager, she yelled at me "you are rude!", which is not acceptable to a customer.

I am trying to understand the policy and ask why the fees are charged incorrectly. She had horrible attitude, not willing to solve the problems!

3. The cancellation is ridiculous! I paid the account setup fee, annual fee, and monthly fee on Aug 3, 2023.

On Jan 3, 2024 they charged me the renewal fee without notification! The sales guy didn't inform me about when I need to renew at all, and I asked to cancel the membership on Jan 4, they still charged me the fee in Jan and used my upfront payment as the fee from Feb 3 to Mar 3, this is just forcing the customer to buy in!!

4. The staff at this center has bad attitude. I don't understand how City Sports run business like this.

They will argue with you without friendly explanation. I have never seen people like this!

I just came to the City Sports and Hayward. I deal was SWASTIKA, Sandoval, and a guy name Martin.

They were very rude talking about I can cancel my membership because of or a paper that need to be filled out, however I sat with it the lady who did the sales and she filled out the form for me for my customer for my reserve pass, but however, theres nothing there and I asked for the form and it became a bigger issue and they wanted to cancel my membership. Can someone please give me a call at 510-200-****.

If this is the way you guys treat customers then I have an issue and a problem. Supposedly people havent been doing there job and i feel like this is racial profiling against me because Im also handicapped and bad customer service and very rude you really need to address these issues

I'd like to complain about a discriminatory, hostile, and confrontational member who created an incident at the Berkeley, California location last night, Sunday August 7, 2022 at approximately 7:30pm. I'd also add the front desk staff at the time, Rocky, did not handle the situation professionally.

I will also be sharing this complaint with the manager of the location.

The member lied and accused me of not sharing lanes in the pool, which is simply untrue as I let three other people share my lane during my time in the pool. Security camera footage, if available, will confirm that. Security camera footage will also confirm that she started an altercation with at least four other people in the pool area at the time. I was unable to to speak with her in a calm, adult manner and she eventually defaulted to racist and homophobic comments during our exchange.

The other members themselves came to me and wondered what was wrong with her and agreed the aggression was unnecessary. It also dawned on me that while she was in the pool with me earlier in the evening, she had already been hostile without provocation, sighing and mumbling as if she was upset over something.. At that earlier time I didn't think much of it as I was in my own lane and she was in hers without any interaction between us. One of the other members in the pool area said she regularly does this type of thing.

It's unfortunate that I have to file a complaint over this, but she is a loose cannon and the location's staff could better handle the aggression she initiates for her reasons only she knows.

As an attorney who works in anti-discrimination law, this behavior has no place anywere in 2022, much less at the Berkeley, California location. I have her picture and can share it upon request..

I've been a member of gyms for 30 years, including 6 years at this location, and have never encountered such an incident like this. I can stand up for myself, but I worry how this member may continue to threaten others and that staff may not be able to handle her appropriately.

Speaking of staff, the front desk staff, Rocky, handled the situation unprofessionally. He came to the pool area and yelled at me to get out of the pool, clearly because this hostile member came to him with a false complaint.

His premise was that he was clearing out the pool area but I note he came for me directly with a raised voice when there were four other people in the pool that he was not addressing. He wouldn't listen to my side of the story, refused my request to talk with him, and then told me "get out of my face." He said something about "respectfully" after having said that, likely because he knew he was out of line.

There is no scenario where one can say that to someone else respectfully, much less a member. I'll admit I was upset, could have handled it better, but was caught off guard and in defense mode based on the unprovoked aggression from a member and staff member who couldn't be bothered to hear what all involved had to say.

Please feel free to reach out to me to discuss further..

Glenn Cascon

The reason I am emailing you is because I am so upset with the city club in Berkeley people representative they make you buy a membership for the training and when you tell asked if I can cancel at any time that I got you can cancel anytime blah blah and when you try to cancel to give you a run around I want to cancel my membership for the training session Im not satisfied with what Ive talked to many times I stopped coming to the gym because Im not feeling comfortable now you dont and I want my membership back I wanna be able to go to gym I do not want to pay for the training sessions that are worthless thank you

I had no reply to my request to terminate and get refund for over a year of unwarranted payments (I stopped going during Covid-19 pandemic). Fairly early in the pandemic, I'd gone into the club and the desk staff wrote down info and said they'd see to it that the charges stop and membership terminates.

Charges kept coming.

I next complained in mid-March 2022, and said I expected a refund for the long imposed monthly charges. City Sports seems to rely on "Pissed Consumer" as a means to conduct online customer service communications. Pissed Consumer claimed to have forwarded the message I sent to them. Zero reply from City Sports.

My next step is to contact current manager of above mentioned gym.

I liked the club (mine was on Grant Rd.

in Mountain View, CA). I still have their ID on my keychain but hesitate to show it here for reasons of privacy.