Katie R · Novato YMCA
- text
- I have had a horrible experience with administrative staff in particular Debra at the Novato Hamilton location. I live in Novato but work in Santa Rosa. I am registered through the Santa Rosa location. I asked Debra to help me with a website login for the Novato location, she said I had to go Santa Rosa to sign a waiver and they would give me an online login for the Novato location. In the meantime I asked Debra to sign me up for a class the next day since I couldn't login and the class fills up quickly - she said she couldn't do that. I went that same afternoon and signed the waiver at the Santa Rosa location. The Santa Rosa location told me the Novato location needed to give me a login. I called Debra back at Novato location and she said there was nothing she could do that she did not have the resources to fix the problem. I suggested maybe she call the Santa Rosa location and communicate with someone over there to find my account and come up with solution if not a temporary solution so I could go the class. She made no effort help me and was quite frankly rude about it nor make a semblance of an attempt to come up with a permanent solution let alone a temporary solution so I could register for my class. I asked her to speak to a manager that surely there was someone who could help me. She said there was no one. At that time my call dropped from poor connection. I tried calling Debra back seconds later, she didn't pick up. I tried again, no answer. I waited one minute tried again, no answer. Seconds later I tried again from my work cell phone which has a different number and what do you know Debra picked up! Your front desk person was screening my call and purposely didn't pick up my call. At this point I was so frustrated I asked my fiancé if he would call and help work out my issue. For some reason when he asked she then registered me for the class I asked her to sign me up that morning but at that point it was full so I got waitlisted. She then proceeded to tell my fiancé that she was going to get the issue fixed first thing on Monday, 1/22 and give me a call with the solution. It is now 7:30pm on 1/22 and I have neither a solution or a follow up phone call. Absolutely some of the worst customer service I have ever received. If it wasn't for my girlfriend that I like working out with and the fact I have a wedding coming up in June I would immediately cancel my membership. If things don't improve I will definitely find a gym come June that is more welcoming with better service.
- rating
- 1
- collection
- Marin public-source records
- source url
- https://www.google.com/maps/reviews/data=!4m6!14m5!1m4!2m3!1sChdDSUhNMG9nS0VJQ0FnSUNRbDhDYmtRRRAB!2m1!1s0x8085a29827901331:0x54f7275def27b950
- observed at
- 2026-10-11T00:07:47.125Z
- published at
- 2018-01-23T03:39:00.430Z
Google
I have had a horrible experience with administrative staff in particular Debra at the Novato Hamilton location. I live in Novato but work in Santa Rosa. I am registered through the Santa Rosa location. I asked Debra to help me with a website login for the Novato location, she said I had to go Santa Rosa to sign a waiver and they would give me an online login for the Novato location. In the meantime I asked Debra to sign me up for a class the next day since I couldn't login and the class fills up quickly - she said she couldn't do that. I went that same afternoon and signed the waiver at the Santa Rosa location. The Santa Rosa location told me the Novato location needed to give me a login. I called Debra back at Novato location and she said there was nothing she could do that she did not have the resources to fix the problem. I suggested maybe she call the Santa Rosa location and communicate with someone over there to find my account and come up with solution if not a temporary solution so I could go the class. She made no effort help me and was quite frankly rude about it nor make a semblance of an attempt to come up with a permanent solution let alone a temporary solution so I could register for my class. I asked her to speak to a manager that surely there was someone who could help me. She said there was no one. At that time my call dropped from poor connection. I tried calling Debra back seconds later, she didn't pick up. I tried again, no answer. I waited one minute tried again, no answer. Seconds later I tried again from my work cell phone which has a different number and what do you know Debra picked up! Your front desk person was screening my call and purposely didn't pick up my call. At this point I was so frustrated I asked my fiancé if he would call and help work out my issue. For some reason when he asked she then registered me for the class I asked her to sign me up that morning but at that point it was full so I got waitlisted. She then proceeded to tell my fiancé that she was going to get the issue fixed first thing on Monday, 1/22 and give me a call with the solution. It is now 7:30pm on 1/22 and I have neither a solution or a follow up phone call. Absolutely some of the worst customer service I have ever received. If it wasn't for my girlfriend that I like working out with and the fact I have a wedding coming up in June I would immediately cancel my membership. If things don't improve I will definitely find a gym come June that is more welcoming with better service.
Connected objects
Marin County · in collection
Novato YMCA · about
Novato YMCA · review of place
Katie R · authored by
Google · on platform