Priti D.
Poor Communication, Billing Issues, and Lack of Accountability
My experience with OneLife Fitness has been disappointing—not because mistakes were made, but because of how they were handled. From the time we enrolled, we were given incorrect information on multiple occasions. We were told an upgraded membership was required to visit other OneLife locations, which was not accurate. We were also given incorrect information about when the Annual Enhancement Fee would be charged. Three months after joining, we were unexpectedly charged the Annual Enhancement Fee. Because the transaction appeared under **"FitnessSCr"** instead of **"OneLife"** on my bank statement, I did not recognize it and believed it to be fraudulent. As a result, I froze and ultimately closed my bank account, opened a new one, and had to update numerous automatic payments—a significant inconvenience that could have been avoided. What was most disappointing was the lack of accountability. Rather than acknowledging the repeated misinformation provided by their staff, I was told it was my responsibility to read the membership agreement which had the correct timeframe for the maintenance charges. While I understand members should review agreements, customers also reasonably rely on staff to accurately explain the membership they are selling. There are several simple improvements that would greatly enhance the customer experience: * Display **"OneLife"** instead of **"FitnessSCr"** on bank transactions. * Email receipts immediately after successful payments. * Send advance notifications for non-recurring charges such as the Annual Enhancement Fee. * Ensure staff are thoroughly trained on membership terms and billing policies so they provide accurate information. The gym itself is good, but customer service is about more than facilities—it's about communication, accuracy, and taking responsibility when mistakes occur. Unfortunately, that was not my experience.