Update: The owner responded to my concerns with promptness and attention to detail. It is obvious that she really cares about customer satisfaction, and I truly appreciate that!
I have enjoyed my time at CYL, but unfortunately my experience has been overshadowed by the manager's behavior....
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Update: The owner responded to my concerns with promptness and attention to detail. It is obvious that she really cares about customer satisfaction, and I truly appreciate that!
I have enjoyed my time at CYL, but unfortunately my experience has been overshadowed by the manager's behavior. I sent an email at the end of December to give notice of my membership cancellation and that I would like to cancel after being charged for my third month that I committed to. I was told by the manager that if I cancelled early, I would not get to use my sweats, so it would be better to use my sweats and then give the girls at the front desk notice on my last day to cancel me, about 10 days before my next bill. I had to cancel my last three sweats last week when the snow storm hit, so I called last week to ask that my membership be cancelled and that I understood I would not get to use my three sweats. The manager then informed me that they were being flexible because of the snow storm and that I should use my sweats this week. I appreciated this and scheduled my last three for this week, the last one being today (9 days before my next bill). On my way out, I mentioned to the manager that I would like to go ahead and cancel and she immediately dismissed me by saying "Okay, bye." I asked if there was anything else I should do, and she told me that she was about to leave and didn't want the other employees to have to deal with it. She also rudely told me that I signed a contract saying I needed to give email notice 10 days in advance but she would just go ahead and cancel me. I did not want to escalate the situation, but I have told her my name several times on the phone, email, and in person, so she should know that I have been the one discussing my cancellation for the past two months. Overall, I am just disappointed in her behavior. She rarely greeted me and I always felt like I was a bother when I came in.
That is all to say, I really do enjoy the service CYL provides and the fact that most of the employees are so kind and accommodating. However, I feel as though it is not appropriate for a manager of what should be a relaxing experience to be rude and dismissive to customers.