Ive been going here for 3 years. Normally very happy. Since onefit became urban sports club, my app doesnt check in. Last week I visited them for bodypump and it was OK, they let me in and said to contact the app. Which I did, but the app isn’t fixed yet. This week they were telling me they can’t let me in because I didnt check in. I was explaining and showing I just cant do that as the app gives an error, its not in my control and have been contacting the app, and in other venues and also them this was OK. They were 0 problem solving. I told them I can write down the issue to explain for the app if they are told they have allowed for false check in and get penalty. They said no, you need to get a day pass for 17 euros. I told them then I would be paying for the class, the no show fee and 17 euros. I also tried to reassure I would contact the app immediately: why would I want to pay for the no show fee myself?Worst is that later I realized that them insisting on that I had to check in is a lie. Another studio told me they don’t even see the check ins and they are not responsible? So I was basically not let in because I was being honest. I tried to find solutions for them but no, not willing to help and not even trying to help me after 3 years of seeing my face. Very disappointing, not understanding and unreasonable, despite remaining polite
Reactie van de eigenaar: Hi Mina, Thank you for sharing your experience, and we sincerely apologize for the inconvenience you faced. Your loyalty over the past three years means a great deal to us, and we’re deeply sorry that your recent visits did not meet your expectations.We understand how frustrating it must have been to deal with app issues and the challenges they caused at check-in. While we strive to provide consistent service across all visits, we acknowledge there was a lapse in communication and flexibility during your experience.To clarify, our check-in process is aligned with the guidelines provided by Urban Sports Club. While this helps ensure accurate tracking, we see how the app error left you in a difficult position. It was never our intention to make you feel unsupported or unappreciated.Regarding your comment about other studios, we would like to clarify that we can track attendance and check-ins through Urban Sports Club's portal.We will revisit our procedures with the team to ensure that such situations are handled more empathetically and effectively moving forward. Thank you again for bringing this to our attention. We appreciate the opportunity to improve and hope to regain your trust, so hopefully, you can reconsider this one-star review in the future.