Member
Unfortunately, I had a very unpleasant experience today at the gym after being a member for almost three years, both myself and my daughter. The way I was treated by Ms. Elisa truly shocked me. I had a simple question about my daughter's performance. I approached the reception to ask how I should take action because Maya has been attending classes for several terms now with very little progress. When I came to pay for the competition, I mentioned that I would like to ask about it since I've noticed she hasn't shown much improvement. I just wanted to understand whether she needs more classes or private lessons, as I don't want her to lose motivation. One of the staff members told me that I could fill out a form, but I preferred to talk to someone directly and asked whom I could speak to. A few minutes later, Ms. Elisa came out. After barely thirty seconds of conversation, she raised her voice at me and began saying that I had no right to come to the reception and disturb the staff, claiming I was causing a scene. She told me that if I had an issue, I should speak to the coach and that I wasn't allowed to discuss it there. I was shocked by the way she spoke to me. I asked her politely to lower her voice and stay calm, but she kept raising her voice and speaking in a very disrespectful tone, refusing to stop and let me explain. I told her that she wasn't giving me a chance to speak and that there was no information anywhere explaining the proper workflow or procedure for raising concerns. If I hadn't come to reception, I would have never known who to talk to. She then said, "You can't come here every time and complain about something." I really want to understand why I can't voice a concern. Aren't all of you part of the same team? Isn't it the responsibility of a business to listen to customers' feedback and complaints in order to improve? That's what customer service exists for. If every complaint is treated this way, no business can truly succeed. It's very sad that after almost four years of being loyal members and making regular payments, and even recommending around five new clients who have since joined the gym, I have to experience such behavior. I sincerely hope that this issue will be addressed and handled properly in the future.