Urban Active Fitness

I had a 2 yr. membership for myself at Urban Active for $49.99 per month. After a year into my membership, the monthly rates for new members dropped to about $20 per month. However, they wouldn't allow me to cancel my membership or adjust my rate to the current rate being charged to new members.

After my contract expired, I called Urban Active to inform them I was not going to renew my membership. They told me my membership automatically renewed on a monthly basis after the contract expired. Additionally, they told me I could not cancel my membership over the phone and would have to come to the gym in person to complete the necessary paper work. I informed them that I was out of town for business and would not be able to go to the gym in person. They told me I would continue to be charged $49.99 per month until I could meet them in person to complete the paperwork.

When I was finally able to go to Urban Active and cancel my membership in person, they told me it was company policy to require a 60 day notice to cancel and that I would be charged an additional $49.99 for the next 2 months (January and February) even though it was the only first week of December, which I had already paid for in full. Additionally, they told me I would be charged a $10 processing fee to end my membership.

Urban Active is the most scandalous health club I have ever belonged to. I will never belong to Urban Active again or recommend the gym to anyone I know.

Posted 12/11/09 | Report Abuse

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I was recently unemployed and moved to Florida but Urban Active will not cancel my membership. They have turned my membership over to a collection agency for my missed payment on 11/5/09 for $39.99. I completed the paperwork in October before I moved but they need 30 days and I don't even have an unemployment check yet. They got my $39.99 plus the personal trainer fee of $59.99 for October which I couldn't use. I was a customer in good standing for over 15 months on a month-to-month contract. My employer didn't give me a 30 day notice to be unemployed! Isn't there a law that if you move and there isn't a facility within a 25 mile radius of your home that they have to cancel your membership? RIP-OFF - SCAM - FRAUD

Posted 12/09/09 | Report Abuse

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Even after reading all of these negative reviews, I reluctantly joined the Hyde Park location because it's just down the street from me. Since I know people who've been members of Urban Active (and had read all the horror-story reviews) I was well-armed going in, and ended up avoiding a traumatic sales experience. If, even after knowing how sleazy they can be, you still want to join Urban Active, here's my advice:

Know going in that they're very manipulative about sales. At least in the Hyde Park location they have a large section of the gym floor just devoted to sales - it looks like a car dealership. I figured I'd just walk in an inquire at the desk about membership costs, but it's not nearly that simple. You have to sign in and write down a bunch of personal info before they'll see you - like you're waiting to see a doctor. I would advise *not* writing your actual phone number/email/address on the form. I doubt it matters. Then a salesperson will emerge from the sales department and meet with you. Forget asking about cost straight away; the salesperson will avoid talking about cost at all until they've given you the full gym tour. As much as I felt put off by my sales guy's tactics, I played nice and went along with the tour. He repeatedly asked me how I liked the gym and I always answered that while it was nice, "I'm a poor student and it's really going to boil down to cost." I must have said that four times during the tour. After the tour I was taken to a little table to have a meeting, and the sales guy whipped out a big folder of price options. Nothing is straight-forward. Membership at the club does not cost a particular amount - it's negotiated for each client. The sales guy told me that he would wave the $200 enrollment fee "today only." They told my boyfriend that when he joined a year ago, too - it's bull. Nobody pays the enrollment fee. He tried to sell me a package involving tanning (not interested) and the playroom (no kids), and I had to inquire as to whether there was something cheaper. "Oh, you want the *basic* package." he said. They won't come right out and tell you about the "basic" package. He went over several abstruse laminated pages from his magic sales binder and circled a bunch of stuff, and I just kept repeating, in the friendliest voice possible, that I was really just concerned about the cost. I also made sure to mention that I was seriously considering other specific gyms in the area and that he would have to offer me a better deal. He finally said, "what do I have to do to get you to walk out of here with a membership today?". Seriously. He said that. Like a used car dealer! When he offered me $39.99 a month, I managed to talk him down to $29.99 after he checked with the manager. I feel pretty good paying $29.99/mo for a decent gym, and I think it was worth the obnoxious sales experience. (In all fairness, I should add that the salesman was very nice, and I'm sure he was under orders to use the tactics he did.)

Since joining (it's been a few weeks now), I'm relatively happy. It's not too busy and most of the equipment is nice. However, as other reviewers said, everyone on staff seems cranky and I don't dare ask for anything. There is seemingly no customer service. I was guaranteed a free personal training session with my new membership, but the trainer was supposed to call me to set it up and never did. I inquired again, and was told he would call me the next day, and still nothing. Also, at least at my location, the cardio theater is a joke. If you don't know, one of Urban Active's big selling points is that they have this big dark room where they project movies on a screen, so you can work out and sort of be at the movies at the same time. A cool idea, except that you can't hear ANYTHING over the noisy machines. Once I saw captions turned on, which makes it kind of okay, but that only happened once. Also, there's been an error message at the bottom of the screen to change the lamp in the movie projector that's been on since the day I joined.

Long story short, I think the gym's worth $29.99 a month. If you can't negotiate that deal, you'll probably be better off elsewhere. I'd also strongly suggest - as you can tell from the other reviews - canceling far in advance if you must. My boyfriend had to cancel his membership when he moved out of town, and because he canceled well in advance, he had no trouble.

Good luck!!!

Posted 11/14/09 | Report Abuse

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Would not give them a star. They are big scam!!! Stay away from there!!! They general manager is in SALES and NOT in Customer Service - THAT WHAT I WAS TOLD AT RECEPTION DESK. Bad bad bad . Currently filing a complaint with BBB and Federal Trade Commission. And they "Customer Service manager" DO NOT have a cell phone #, only e-mail he doesn't reply!!!

Posted 11/05/09 | Report Abuse

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Urban Active is like a scam.

It began with a 1 year contract. After 9 months, we decided to tell urban active that we won't renew our contract. They responded, "Sorry, we can not accept cancellations until 30 days before the contract expires. Come back on August 1st." Great, we have to make another trip in 2 months.

August 1st rolls around, and we go back to urban active. They charge us a $10 fee to "cancel" the automatic renewing contract that kicks in after our 1 year contract expires. We pay the fee, receive some signed cancellation forms, and everything's a done deal. Well, not really.

A month after the contract expires, we get $39 deducted from the credit card. We call repeatedly, but only get put on hold and then the call drops. We leave voice mail, but no one calls back. So, we take another trip to urban active. The service desk person tells us that our account was billed for an additional month, since they require 1 month notice before cancelling a contract. We were 1 day late, having come in on August 1st rather than September 29th. Nevermind that earlier they stated we can not cancel until August 1st. So, we throw up our hands an pay the $39, hoping to end this.

Another month rolls around, and we get debited $39 again. This time, the explanation is that their cancellation department must approve all cancellations, and this may take up to two months. We decide to call our credit card company and cancel the charge instead.

Next month, we get another charge, and cancel it again. Who knows how long this will go on, and whether urban active will decide to give bad credit reports due to this. It seems urban active won't accept our cancellation, no matter what we try, and will probably hold our credit rating as hostage when they can't freely remove $39 from our credit card every month. Just Great..

Do yourself a favor and pick another gym.

Posted 11/04/09 | Report Abuse

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Very disappointed with the one in Crocker Park, OH. I have many friends that are joining other places after their 2 year contract. People are rude and don't care about member requests specially on the group exercise classes. It is a shame because it is a beautiful facility but being a service oriented business in a bad economy they should listen and take care of the actual members. As a business owner, I know how important it is to take care of the people that support you, not the case here. Shameful!!!

Posted 10/15/09 | Report Abuse

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I worked out in the New Albany Urban Active location for the past two years. My contract was up and I decided to work out at a different gym. I went in to cancel my membership and the manager was very rude to me. Three months later I checked my account statement and they where still billing my account. I went back in there to complain and they said they sent the cancelation form to Corporate. I saw my old trainer in the gym and talked to him because he seemed to always be honest to me. Matt (an employee) told me that this sort of thing always happens. He also told me that he is looking for a new job because he heard from upper management that Urban Active was going out of buisness. DO NOT join this gym.......horrible expierence........their own employees dont even have faith in their company!!!!!

Posted 10/12/09 | Report Abuse

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The same thing is going on in the Louisville, KY area as far as classes being cut. I take a regular spinning class 2 days a week at one location. I took my last class on September 20. Then I left for a week's vacation on September 21. When I came back, signs were hung all throughout the gym saying as of September 21, my location would no longer offer classes or daycare. (There are four locations in Louisville, currently 2 have discontinued classes and daycare and are not offering a 24 hour location anymore) The membership was decently priced, but now w/o classes or daycare, it's not such a great deal. I have heard that the instructors were not given warning either. I know the members were not, as I would have seen the signs before I left on vacation. Very shady and unfair to both the members who rely on the classes and the instructors who rely on the paycheck!

Posted 10/05/09 | Report Abuse

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I went in for a 3 week free membership, what a lie, they did everything they can to get me to sign up and it was not free unless you sign up, then your membership would be on hold for 3 weeks. The customer rep could not convince me to sign up so his boss (manager) tried and tried and did I mention tried? He told me this was the only night to get the discount. He said I could cancel the contract in 3 days if I was not happy, I said I wanted my 3 weeks free first, he said i'd miss the special rate. I told him I would not mind paying the regular amount, it's no big deal but before I amke any decision especially tonight, I 'd have to talk it over with my wife since our marriage is built on being equally fair with our finances. He still would not give in, I told him I had to go, so he yelled for a customer walking by who supposedly was a lawyer to look at the contract to convince me it was legitimate and I could cancel it in 3 days. I said that doesnt matter, I dont want to sign anything right away. The manager then had enough nerve to tell me that I didn't have enough BALLS to trust him with the contract. This was said in front of another customer rep and the fake lawyer. By then I was furious and I had spent almost an hour arguing with this guy. He would not let me say no. Finally to make an hour story short I eventually left and he told me he'd be calling me in 3 days. He did but I did not answer. I called corporate and told them of the harassment I went through and they said they would take care of it but I never heard from them since? This was about 2 years ago but I want everyone to be aware before going in there.

Posted 10/04/09 | Report Abuse

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First they remove all the classes and playroom and give us 7 days notice. And all they have to say is "sorry". Urban Active has just given the most unprofessional, pathetic display of how NOT to treat your customers, who by the way are those keeping them in business. Don't waste your money. They'll just lie and tell you they'll work with you but will end up saying there's nothing they can do. They have no customer service skills whatsoever. So if you have no commitments to anyone other than yourself, then $15 a month for a membership is a steal. Just don't think you'll get any type of support from the Corporate office or your local branch because that will NOT happen.

Posted 09/28/09 | Report Abuse

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Dont waste your money. They cancelled all fitness classes and daycare. They did not tell their members or instructors until the last day. What a terrible way to treat the people that should matter the most. From one completely unsatisfied customer

Posted 09/24/09 | Report Abuse

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Horrible company!! Do not do it at any location. Their policy is basically to suck you dry. There is a contract and cost for everything! They will pressure you to sign up especially if they are and "active pre-sale" they may talk about great Paid in Full specials sometimes call it corporate rates or say the rates expire, then try to sell you training maybe offer a "free session" don't be fooled its a chance to sell you with more time. Maybe try to sell you a locker, tanning or kids club membership as well. And hopefully you do not need help if you ask a question to them, that means you need training if you make it through without buying, watch them laugh and talk about how they will "get you" eventually.... beware! if you don't listen don't say you were not warned

Posted 06/22/09 | Report Abuse

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Agree with Claudia R. on their pressure when signing up. It's like talking to a car sales person. Don't believe the sales people. They will straight out lie at you. I was told I could cancel my membership if I move 15 miles out of the 'home' gym (which was the HP location). When we moved to Mason and tried to cancel the membership, it turns out you have to move 25 miles away from any of their gyms. Read the contract carefully and make sure everything is in writing.
The gym itself is OK. Equipment is kept current but it's so crowded. Also, the second level floor shakes; you can feel the person next to you moving.

Posted 06/12/09 | Report Abuse

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Dont sign up.
They put you under time pressure regarding signing the contract.
This offer end tonight,(they would have told me the same the next day)
You dont have time to think about it and sign the contract.
Unfriendly playroom staff.

Posted 04/27/09 | Report Abuse

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Gold's Gym in Hyde Park is a great place to work out. There are plenty of cardio and weight machines as well as free weights. The cardio theater and women's mini gym are also very comfortable places to work out. The lighting is good and the music is appropriate, but not too loud. The staff is friendly and makes an effort to greet members by name. There are also many classes offered. There are a few downsides to the gym. When a machine is broken it seems to take more than a week to fix it. Also, the women's locker room has only four outlets 2 double outlet spots on the wall, which makes it very hard to get ready for work after working out. The lack of outlets has been mentioned on multiple occasions to the staff, yet nothing has been done to solve the problem. Also membership rates are a little high. Overall, from a quality and atmosphere end, Gold's Gym in Hyde Park is a great place to work out- just try to get a deal on the membership rate!

PROS: lots of equipment, friendly staff, clean and positive atmosphere, hours
CONS: cost, lack of outlets in women's locker room

Posted 09/29/05 | Report Abuse

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