Worst Experience Ever
If I could give this location a negative star rating, I would. Below is the email I sent to their entire leadership team. I am not one of those people that proclaims, "the customer is always right." But for this employee to completely disregard me or how THEY were in the wrong, is beyond pale. If this is the behavior that they condone, then their upcoming CEO needs to clean house. The billing representative that I sent the email to did reply and apologize. She had nothing to do with the incident. She also confirmed that I was correct about the matter.
"Hello,
I would like you all to know the reason for my cancellation. I was treated absolutely horribly today in your facility, primarily by the red headed lady working the front desk somewhere between 1 and 1:30 pm on 6/28/2023.
I was first accosted by a middle aged, male employee from Mercy Health. He proceeded to tell me that I could not park where I parked. I parked in the first space on the side of the building. This is an important fact of information. That specific spot has no reserved sign or handicapped sign. I have parked there countless times in the past with zero issues. The red headed lady (RH) jumped on the bandwagon and proceeded to accost me as well. Both were making claims about it being a handicapped spot.
I am sure that you are well aware of the ADA legislation and the federal requirements to designate a handicapped parking spot. That specific spot does not meet those requirements.
I explained this information to them, but neither RH or the Mercy Health employee did not care to listen.
The Mercy Health employee said some choice words (not important or memorable for this explanation) and went back inside. I then proceeded to scan for my children to enter. I was immediately reprimanded by RH telling me that I have to scan individually. I knew this as I have done this dozens of times. I told RH this and she said it doesn't match with whom I scanned. I thought momentarily of going into detail that I have all my kids' cards on my keychain and I scan them separately as they enter. Instead I forcefully asked them why they were giving me a hard time. RH stated that she wasn't and that I was giving the Mercy Health employee a hard time. I then cursed at her. Not acceptable and regrettable on my part. I was completely caught off guard with this debacle and lost my cool.
This is when RH said that I could not go in for the day and that if I didn't leave she would call the police. I was absolutely flabbergasted. One of my children had already entered and I was attempting to get my child back and pushed on the bar and momentarily forgot that I couldn't open the gate without scanning. I was once again reprimanded by RH for not pushing on the gate.
As I was leaving she said to me, "Have a nice day." I turned to her and told her the same, but I did add the f bomb to that. Once again, not my finest moment and not appropriate. That is when she said she was cancelling my membership.
I have never been treated this poorly by people that I help pay for their wages. I have years of experience with customer service in a wide facet of positions for numerous companies. While I was certainly not polite, that does not excuse RH's reaction or her inability to de-escalate the situation.
If I was receiving this email from one of my clients, I would definitely take some sort of action. I'm not implying that RH should be terminated or formally disciplined, but she should most certainly receive some form of action for her inexcusable behavior.
This should go without saying, but I will be sharing this feedback with all the various review sites and social media. I will not be back and have already started a new membership with one of your competitors. And while I have your attention, I would also suggest you do something about the men that walk around butt naked for anything and everything, including, but not limited to:
shaving at the sink
Talking on the phone
Using the swimsuit spinner
Have a nice day!"