-
March 2024 by Alessia B.
Customer service (0 stars) - We tried to cancel our membership last month. We were told if we submitted cancellation day of when our next payment goes through, we wouldn't get charged the next month by the manager, Olga. Their cancellations are handled by a third party company (abc financial). We submitted it via the email provided and were told different information by ABC: our next payment would still be going through because February has 28 days and their cancellation policy is 30 days unless Powerhouse sent them an email or called to tell them the same information they told us. I played phone tag with Powerhouse and ABC to get nothing resolved. Powerhouse told me that all things membership related were handled by abc and abc told me powerhouse dealt with special cancellation requests. I use to work for a gym for 8 years as a manager and know that what abc is saying is correct -- a simple email to abc can resolve the problem OR an email to upper management can approve a cancellation request day of. Example: My boyfriend actually got his sister's membership cancelled at powerhouse without a 30 day notice because he had talked to the owner's son who happened to be at the gym that day and took care of it day of no questions asked. The gym I worked at also used ABC so Powerhouse gave us unnecessary pushback and stress from no reason. I just want what was told to us to be honored, and instead we got charged pointlessly for another month. Cleanliness (5 stars): hands down the cleanest gym I have been to. Childcare (2 stars): they have 3 strike rule for children's behavior. If the child gets all 3 strikes the kids are suspended for a week-- if that was it then it would be fine. However, they basically punish and inconvenience the parents by requiring them to attend 5 visits at the gym for 30 min in order to remove the suspension -- this makes zero sense to me. Why would I drive 20 min to get a 30 min workout and then drive 20 min to go back home? That's so inconvenient for the parent and a waste of time. It would make more sense allow me to keep my kid home for a week and release them from suspension after. Front desk (3 stars) - the only person that says hi is Olga, the manager, everyone else seems like they could care less about who is coming in. The other people who work there literally don't know what they are doing -- I asked them to update my billing once and they had no idea how to do it.
-
February 2024 by Chelsie C.
When my husband & I first started with the gym the experience was great. The kids club was awesome too. Then management changed. Things continued to happen that made our time here not pleasant. When we decided to cancel the entire process was a mess and there was so much back and forth and animosity from the current manager. I had to go through their billing department whom said that I would still be responsible for the annual fee when I cancelled, and said that the powerhouse manager would have to wave it. When we originally signed up we were told that we wouldn't have to pay an annual fee as we selected the highest available membership and signed up during a promotional period. Trying to get a straight answer was an absolute nightmare. I had to call the murrieta location 4+ times and continuously got "the manager is busy and will call back" it wasn't until I called and the manager herself answered. That experience in of itself was some of the worst customer service. It wasn't an issue paying or not paying a fee the issue was how rudely I was spoken to, and ultimately just being brushed off without a single care. This truly just ruined any positive opinion I had of this gym. So back to EOS we go.
-
October 2023 by Eunice E.
Extremely rude employees without a sense of customer service at all whatsoever. Had an interaction with a girl by the name of Olga who had Customer Service that of a 15 year old at McDonald's.
-
October 2023 by Chris E.
Okay so first off this gym looks big from the outside and very small in the inside. It's new inside and filled with everything you need to do your basic workout to include a boxing ring for practice. Okay this is were the bad stuff is, the staff is not so friendly. They don't say "hi", they don't say "bye have a good day", they're only talkative towards the "fitness influencers". They gym equipment is all close together and it's very tight, an example is, you can be on the bench press and there's someone doing a chest machine workout and you both are staring at each other during your rest sitting there. They have signs for the saunas saying you need an appointment but people just go in with out even doing an appointment. The saunas take 40 mins to warm up and so it's just useless. If you want a good workout without any of the stress I told you, go before 7am, go after 10am to 2:30pm, and go at 8pm to 7am. Also they have a merch store in there that's overpriced and a lack of selection for pre workout
-
September 2023 by Dennis B.
I am a senior, 85 years old, and signed up for training in December 2022. At the later part of March my wife become ill and I had to cancel my training and gave them 30 days notice on April 3, 2023. I was still charged $220 for April and again charged on my credit card $220 on May 12. I was told by their management I should get a refund for the May charge. I have asked many times and have not received it and they have not given me a valid answer. My wife's illness got worse and worse and she passed away on July 25. I consider this elder abuse in the worse manner. I cannot recommend an establishment that is run in this manner.
-
August 2023 by Kevin McDonald
Very mixed feeling about this place, so I’ll do my best to be fair, but the overall experience left a bitter taste in my mouth that I felt like I needed to let others know about who are considering this gym…The good: staff is super friendly, facility has almost everything you could want from a gym, the facilities are kept clean, and the pricing is very affordable.The bad: it gets as crowded as any other big box gym, which was the main reason for my cancelation, I had a difficult time finding open machines or equipment I wanted to use on 3 different days.If you stop reading at this point, I’ve told you all you need to know and if this looks like nothing out of the ordinary, I’m sure your experience will be fine, but if you’re interested in knowing what really soured my experience, read on…I was told how great the facility was and lead on to believe it wasn’t nearly as packed as “other gyms”, especially early in the morning, however the place seemed to be as packed at 4pm as it was at 5:30 AM, had my concerns for not wanting to be somewhere packed to the brim and having a difficult time getting a solid workout in not been expressed up front and reassured that it’s not too busy, this wouldn’t have been an issue.After the third time I went in for a workout I decided it wasn’t for me and let them know I wanted to cancel, this request was met with hollow attempts at trying to ask for specifics of what I was unsatisfied with, and being passed from one front desk employee to the next, as well as being given confusing and inaccurate information on the process of canceling the membership. I was told they couldn’t do anything and that I would need to mail a hand written letter back to that location I was standing in at the moment of this being explained expressing I wanted to cancel( keep in mind the cancellation policy is a 5 day window from signing up). I was also told that I needed to call and/or email the finance company who manages the accounts, fine.So I write a letter, have it mailed back to the location, I email the contact that the front desk gave me, and I call the number the following day. I’m told over the phone that they can’t cancel the membership via phone and I need to register for some account through their website and then I can cancel from there, additionally, the email that powerhouse gave me was incorrect, it has apparently changed and not been updated on the information they hand out to members that want to cancel.Please keep in mind this review is from the lens of someone who was unhappy with what was presented as a trial and then had to jump through hoops and waste more time in order to cancel the trial, I very much doubt this is going to be the case for the majority of people who sign up, but if nothing else from this:TLDR- let the takeaway be if you’re unsure if you want to sign up, just pay for a couple day passes first and save yourself the headache I’ve been dealing with to cancel the agreement, my frustration is less with the gym than it is their membership/account management system and apparently the communication e tween those two entities.
-
August 2023 by Kylee L.
Went in with a family member to workout together. Purchased the $20 day pass. I was bombarded at the beginning of the visit about signing up. I informed the lady at the front desk that I already had a gym and was just there to workout with someone who was a member. She gave me a tour of the very cramped gym, then proceeded to look me up and down and comment on my physical appearance. The equipment was dirty, lots of trash on and around the equipment. At the beginning of the visit the same lady took my ID "because I was a guest" which I understand. But as I was leaving she used it as a ploy to get me to stay longer so she could continue to try and pressure me into a membership. I said "no thank you" about 30x, she finally gave me my ID back and I had to very rudely walk out while she was still trying to convince me even though I tried to be very kind. I did not appreciate the impolite behavior that I experienced. I understand they are salesmen but after my 5th "no thanks" it becomes very frustrating. No means no! Very poor customer service.
-
July 2023 by s h
I am a member at powerhouse for months now. And every month my membership fees wouldn't be processed even though I provided my bank info and debit card info when i signed up. So every month my account was considered late i was charged late fees. I had to to call every month to powerhouse (menifee) to get it rectified. Strange it took a phone call for the staff member to run my card on file but monthly dues weren't being processed automatically. Every time I called I explained my issue and no one could explain why. Recently I had to call like I have every month to have them process my card because again my account was considered late. I accidentally called Murrieta gym and explained my issue and thankfully olga Tomas answered. It took her not but a few minutes to look into my account and asked me a few questions regarding my bank info, figured out the error and fixed it. It was a pain having to call in every month. Thank you Olga for your help and for the wonderful customer service!
-
July 2023 by Dani A.
The front desk is friendly & helpful & gave us a great deal when we were interested in paying up front for memberships. Should out to Olga for always smiling and willing to leave the desk to help out members. I'm new to working out, so she checks in on me and encourages me every time I see her. I tried a class with Ingrid and loved it. No big egos, instead genuine concern for her students and incredibly kind. I love this place and plan to keep this momentum going!
-
July 2023 by Mark S.
Echo all the terrible reviews for this establishment. They are listed on the Tivity website, when I went in, they were initially ok with me signing up. Then when I told them I would only be there once a week and it wouldn't be my "primary" gym they changed their tune and said they ended their partnership with Tivity. I asked if I could at least work out today since I drove all the way here, and they said sure for $20. Insane.
-
June 2023 by bob u.
This gym is especially good for people who are into using Olympic weights since it has 4 platforms like the one in sun city. You have to be careful moving the weight supports on the power racks as the are tricky. It also has a boxing ring, heavy bags and a speed bag platform. I did not see a machine for doing assisted pull-ups and dips. The Sun City location does have one I think.
-
June 2023 by Adrienne
Signed up on taking Active and Fit direct but they told me that stopped taking it. Asked if I was interested in getting a membership there only, but didn’t offer to let me try it out first. No thank you.
-
June 2023 by Tina James
Not very honest about membership pricing. I asked 3 times if my membership included the hot yoga and they said yes then went in today and said it was not included and had to pay $20 more a month and would not let me do the class.
-
June 2023 by Stephanie C.
I've tried many cycling classes, but this one kicked my butt, and I loved it! Kendahl is very good at motivating you to try harder. And it's early in the morning at six so it works with my work schedule.
-
June 2023 by Yapette C.
Since management has yet to respond to my inquiry regarding restricted access to tanning (only available between 0700 and 2100), despite the facility being open 24 hours and I only Workout in the early mornings before tanning is available. Hoping management will reply here. Otherwise, it's time to switch gyms again or downgrade plan
