Equinox Bethesda in Bethesda, Maryland

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• C. H.

  Posted Mar, 08 2019

  Dishonest group, joined & enjoyed many services but found out that if you have any dilemmas with their service quality or are upset, they won’t take it seriously if you have training sessions or other investment with them that's non-refundable. When we froze our account due to some unforeseen changes to our availability for awhile, went through the steps to preserve our sessions & then they let them expire telling me that I only had 6 but they’d honor them - no response on the fact that we purchased a 12 unit package a few weeks before leaving. They’d rather just offer to cancel your account than work on a solution, not anywhere close to the hospitality standards I thought we were signing up for. I’ll update my review if social media can actually get someone outside of this location to call me & work on a compromise. I’ve been trying to do that for 2 weeks, I’m a busy person & yet no one has taken the time to look at our membership usage/see how much we went & enjoyed our time there to then be where we are now - truly disgusted with their lack of communication/respect for clients. I hate using social media to get through to a business but I have no choice, it's been hours of time invested & I can't seem to get a reasonable service professional on the phone to sort it out. If they're truly going to just freeze me out I think others should know that if you trust them to live up to their customer service & don't want to go back after being disrespected - it may cost you quite a bit.

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