Sanford Nautilus and Racquetball Center

This gym is absolutely filthy. I ended up getting multiple infections from swimming in their pool, which I could barely access anyway because they rent it out to local swim teams during the EXACT times that a working person would go there to swim. I have also dealt with their male staff walking into the FEMALE locker room as I was showering and they shut the whole place down ½ hour BEFORE closing and pour bleach all over everything in the bathrooms, so you can barely breathe. «Filthy. Poor customer service. Inconsiderate.» That should be their tag line.

BEWARE!!! Think twice before you get a membership at this gym. Their customer service is one of the worst I have ever experienced in any type of establishment. My husband and I signed up for a yearly membership which was just like any other gym and we went on a fairly regular basis. In April, I called in to cancel my membership because I had started a new job and couldn’t make it in much anymore. The girl on the phone told me that my year membership continued until the end of June. I was okay with that. I asked her if I had to do anything to cancel at that time and she told me «No». So I figured that after June I would stop getting my accounted debited for the membership fee. I was wrong, I failed to check my account on a regular basis and got charged for 3 additional months.
My husband called the gym to figure it out and was told that the billing lady, Tracy Staley, would call us back. We never heard from her or anyone so my husband called anywhere from 6 – 8 more times with NO ONE returning our calls. Finally my husband made a call back to them stating that he was very upset that no one would get in contact with him regarding this matter and he eventually spoke with a manager named Jason. Jason said the contract would continue until we signed a cancellation form. My husband told him that an employee said otherwise and told his wife that she didn’t need to do anything else and the debits from her account would stop. Jason said he would look into it and get back to us. We never heard back from anyone.
My husband then contacted Nautilus on Facebook and finally we got an answer back from Tracy. Some quotes from Tracy’s email to us included: «I need to explain that I work a full time job in Raleigh and am unable to make outside phone calls during the day. This puts me at the gym either very early in the morning or very late at night.» (We don’t care for your excuses by the way!) And also, «I am not disputing your word, but that is why we do not do cancellations over the phone since at this point it is your word against ours. I hope I have helped explain what happened and I also truly hope Jason has called you back by now.»
Honestly with customer service like this, I am not surprised their only customers are the very elderly and clueless gym goers that just sit on the machines and talk or text the entire time. Maybe they should inform their staff of the policies so that they are not giving customers the wrong information. I obviously would have signed the cancellation form if the front desk staff member told me I needed to. I work at a nearby hospital as an RN and have made sure to spread the word about this place. I gave Nautilus a chance to do the right thing and after almost 4 months of poor contact on their part, I give up.