Stated out great, turned into customer service nightmare
I had a one week guest pass at Bally?s in North Bergen and was very pleased with the results I was getting, so I joined online for 24.99 a month. Later that evening, I went to the club and Madeline asked me if I had made a decision about joining yet. I said, yes, as a matter of fact I had joined online that afternoon. She said she could give me a better deal, and that it was the last day of the 21.99 special. She told me to cancel the 1st membership when I got home. I was completely assured by Madeline that the cancellation of the 1st membership wouldn't be a problem. I should never have listened to her.
What followed were literally days filled with frustration with both Bally's customer service and the club itself. The cancellation instructions in the written contract and what the Bally reps (both telephone cs and the club reps) tell you are totally different. I followed the cancellation instructions in my contract, and was later told by cs reps that they were incorrect. Oh, btw, the e-mail address for cancellation via e-mail in the contract is invalid. Their server is set up to automatically bounce your e-mail back. You have to send 2 certified letters, one to Washington, DC to cancel your automatic payment and another one to CA to cancel your contract. When they told me I wasn't going to get a full refund of the 1st membership nor the duplicate 29.00 card fee, I hit the roof. That's the condensed version of what totaled 4 HOURS of phone conversations with cs reps. I was so angry I contacted my card issuer to do a chargeback and downloaded the Attorney General complaint forms for NJ, NY and CA.
My experience(s) with the cs reps were a nightmare. One rep had trouble grasping that I had two memberships, one of which was cheaper, and that I wished to cancel the more expensive of the two and keep only the cheaper one. She literally kept asking if I wanted to place my membership on hold or gift it to someone else. Seriously. It was unbelievable. That's just the tip of the iceberg. I went from the point of being a bit angry at being misled by Madeline but still willing to remain a member because I was happy with the club in general to being so furious and upset that I finally told cs I now wanted BOTH memberships cancelled and a full refund on both. I was so upset I started crying. My contract also specified that I could hand deliver the cancellations to the club, so off to the club I went.
Madeline wasn't available and Gonzalo (the manager) had left already, so I spoke with (and gave my cancellations to) William. William seemed sincere about wanting to fix this and after I explained what happened, said he would go over it with Gonzalo in the morning, and they would call me back after Gonzalo spoke with Bally's headquarters. I was kind of torn at this point because I didn't really want to quit, but I sure as heck wasn't going to let them rip me off for 85.00 (what the 1st membership and card cost), so I figured I would wait a day and see if they came through for me.
Did either one ever call me back? Nooooo.
So I call cs again because I want to make sure the cancellation on the 2nd membership went through. Nope. I was speaking with Cedric, who was actually quite nice to me. I explained the whole situation, and he offered to call the club manager, Gonzolo, for me. Sharon at the club told him Gonzolo ""wasn't available"", and she wasn't interested in helping to fix this mess. Cedric was kind of shocked, offered me some free months (which I declined) and ended up cancelling everything for me and submitted full refund requests.
So what happens? Three weeks later, I start getting collection letters from them. Unbelievable.
My advice is don't go near this club or the lying staff.