Tuesday, January 4, 2011

for your reading pleasure ...

i've bitched and moaned many times on my blog about the pool at the Y. this morning was the icing on the cake for me. what a great way to start the new year, huh?  i'd like to share my email correspondences over the last year with you to see what you think because frankly, i think i'm just getting the same old run-a-round over and over again. enjoy!

Sent: Wednesday, March 03, 2010 7:56 AM
Subject: Pool question

Good morning Mr. So and So,

I wasn't sure if you would be the person to send this to and if you aren't, would you please forward it to the right contact person?

As a full-time employee and a triathlete, scheduling all of the necessary training can be daunting. I understand that mother nature has her moments and this does affect opening the pool sometimes, especially with the colder temperatures as of late. Is there anyway that the New Tampa Y, having a facebook page and a twitter account, could update if the pool will not be opening on time in the mornings? This has happened the last 2 mornings to me. My schedule is such that I have it timed out in order to get my swim in and be able to get to work on time. If the pool doesn't open at 6am, as scheduled, I have to turn around and go back home. This past Tuesday, with the rain, I completely understood not opening on time because it was coming down too hard and would limit the lifeguards' sight of the swimmers. However, this morning, the covers on the pool were all still on at 6am as I drove into the parking lot. I was told, that due to the wind, the covers were tangled and that it would be at least another 30 minutes before they could get all of the covers off. This is the second time that has happened with the wind and the covers. I'm not upset about that but more so that I'm wasting time driving to the Y and not being able to swim. If I knew in advance (I check twitter and facebook every morning when I get up), that would be great and I could plan accordingly.

One more thought. I'm no expert on pool covers, but if the forecast calls for high wind (as it has for the last 2 days), isn't there a way to secure the covers so that they don't get blown all over the place and get tangled. Or, maybe start removing the covers a little ahead of schedule so that the pool can open at 6am for those of us on a tight schedule?

I appreciate your help.

Sincerely,
Kristie Concepcion


Subject: RE: Pool question
Date: Wed, 3 Mar 2010 08:04:28 -0500

Kristie,

Thank you for this feedback and I completely understand.  Let me talk with MS. ABC (aquatics director) today and see what is the best way to communicate closings…facebook, email list or something.  We will also find the best solution to the covers and wind issue.
Thank you again for bringing this to my attention.

 Mr. So and So


Sent: Friday, June 04, 2010 8:51 AM
Subject: Pool hours

Good morning Mr. So and So,

I have been a member at the Y since late December 2009 and at that time, I made a commitment for a full year and paid in full. My only reason for joining was to use the pool. The hours advertised for the pool was exactly what I was looking for and I knew that the pool was one of the best kept in the area.  In retrospect, had I known the pool frequently doesn't open on time, I probably would have joined another facility.

I have only formally voiced my concerns to you via email once, though there have been many other occasions when I should have.  I've lost count how many times I have wasted a morning driving to and from the Y, to find the covers still on the pool or no lifeguards on site, much like this morning. Where is the accountability?

This morning there were about 8-10 members waiting around. Some of these folks appear to be retirees and may have the free time to wait around, but I don't, and as paying members, we shouldn't have to. I live by a very tight schedule and plan my day based around being able to get in the pool by no later than 6:15am. Not only is it frustrating, but it's a waste of time and gas. As a member, I should not be the one to have to rearrange my schedule, which is no easy task. But increasingly, I find myself having to do this and I don't think it's fair. As previously stated in my March, 2010 e-mail to you, I understand that no one has control over the weather and I'm not referring to such uncontrollable events.  However when "the lifeguards must have slept in" as I was told by the front desk attendant a few months ago, I do take exception.  If I am unable to use the facilities as you advertise them and which I paid for, I feel I should be compensated.  
I'm requesting an extension of my membership by at least 1 month to compensate for the many mornings I have waited for your staff to show.  Additionally, I would like to hear from you regarding my concerns and how you will remedy this problem.

Respectfully, 

Kristie Concepcion

Subject: RE: Pool hours
Date: Fri, 4 Jun 2010 09:03:28 -0400

Kristie,

I do extremely apologize for this morning and I do not want to make excuses because that does not solve the issue.  We have addressed this morning staffing issue and ensure it will not happen again.  Although this morning in not a good indication, I do think some of these issues are being corrected and staff held accountable with our new aquatics director who started in May. I have no problem extending your membership by a month and do appreciate your patience. Thank you for your feedback and sharing,

Sincerely,

So and So

Sent: Tuesday, January 04, 2011 7:21 AM
Subject: RE: Pool hours

Good morning So and So,

I can't believe I'm emailing you already but guess what? I was there at 5:55am (no lifeguards around yet) to start my swim at 6 and all of the pool covers were still on. Assuming that the lifeguards would have started rolling the covers off by 6, chances are I wouldn't have been able to start swimming until about 6:30am. I don't even know what to say anymore. I work full-time and I have a tight schedule and once again, I am having to rearrange my entire day to fit the pool in since I didn't get to do it this morning.

Thank you for your time,

Kristie

Response back from this morning’s email:

Kristie,

I will immediately address discuss this with the lifeguards and supervisors and get this corrected.  I appreciate you bringing this to my attention and I appreciate your patience.  I truly understand the problems this is causing you.  Thank you for bringing this to my attention.

Mr. So and So

******************** 
Why do I feel like I keep getting the same response back but nothing ever changes or gets fixed? Doesn’t matter. That’s the beauty of competition. So here I come L.A. Fitness. No lifeguards needed, no pool covers needed, $20 less per month, open an hour earlier and close an hour later. I think I know the answer now ... 

much love and peace out!

24 comments:

  1. Hey,
    Do what I do.... don't swim in the winter.
    Not much help, am I??

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  2. Ack!!!! I run into the problem of the lifeguard sleeping in at my pool! Every week for sure...and sometimes forgetting to show up!
    It's too bad you couldn't boycott this place....
    FRustRatINg.....
    OR...maybe we should open our own chain of pools:0)

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  3. So frustrating! I think all CS people use the same language, I've seen this same generic response from various places as they're trying to keep peace..but geez, so ridiculous! I am glad you're banning the Y and going elsewhere!

    I was at the pool yesterday trying to swim laps (in temps that were probably 1 degree above freezing point) and I couldn't believe how crowded it was! Awk, all these New Year's resolutioners!!!

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  4. Wow, you have tried and tried to work this out with them and I don't blame you for moving on.

    So here's to a better year of swimming at a better gym!

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  5. Can I say that while I am a swing in the wind type of person when it comes to life what I don't swing to is paying for a sevice and not getting it.

    You are much more patient than I am. More than 1 email and I would have been gone with a refund.

    Good for you for moving on. It is unfortunate that they couldn't respond to the initial problem and I honestly think this is nothing more than what happens in today's society with customer service.

    I run a small business and answer all emails within 24 hours and give options to any issues people may have. Just makes too much sense to be polite but I guess it's to hard for some.

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  6. @Bob, i tried it your way and i almost lost my mind.
    @Dawn, great idea! instead of the Anytime Fitness chain it could be Anytime swim.
    @Christi and Jill, membership is expired thankfully so i don't feel obligated to use the membership anymore. what is left is what they tacked on for the inconvenience.
    @Jason, i know exactly what you mean. I used to own a personal training business for 7 years and I was on top of everything. Never, ever late for any appointment and we opened at 5am and we addressed any concerns immediately. That's how you run a good business. I think that with the Y's, since they are a non-profit organization, they could probably care less.

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  7. I thought we decided to ditch them like 6 mos ago (-:

    I must admit, going to miss the Y pool stories on the blog!

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  8. I have the opposite experience. I started at LA fitness, and while it is indoors, I could never find a time when there wasn't ol'farts in the pool doing water aerobics. One time I showed up, and looking at the pool, thought i was in the money because there was nobody there. Halfway through my set I was told that the pool was out of order and i wasnt supposed to be in there. Then there were the cloudy days where even though the water was only 3.5 feet deep, it was difficult to see the bottom. I figured if there was any days to not have people in there it was that day. then there was the day the smoker came. I swear the WATER smelled like an ashtray.

    Anyway, I think it is all about who is swimming, and who takes care of it. If a responsible swim director is taking care of his pool, then it is nice. If not... well, you know.

    -Ryan

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  9. I am sorry. That just plain sucks and yes! You are getting the run around. I would say to meet with the Executive Director/ CEO in person and bring the e-mail correspondence. Have what you want in a refund lined out. If they still give you the run around, let them know that you will be providing the e-mails to the local news station investigative reporter and file a complaint with the Better Business Bureau.

    But, you're moving on, so I guess you can just cut your losses and hopefully find somewhere better to swim. :)

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  10. Right choice. You alreadyknow how to deal with any creepy gym douche bags. At least now you can just come in and swim. I doubt you will have much if any issues from the time frame you'll be hitting it up.

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  11. What a hassle. Hopefully LA Fitness is better. I know all the LA Fitnesses by me are always pretty vacant. Good luck.

    P.s. Thanks for having good music. I come here to update my IPOD.

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  12. Kristie,

    I do extremely apologize for this morning and I do not want to make excuses because that does not solve the issue with your blog entry. We have addressed this issue by introducing a flogging program for the derelict staff member. This program will ensure it will not happen again. Our new aquatics director who started in May has gone to special training to be able to inflict pain efficiently on unsuspecting staff and is eager to put this training into practice. I appreciate your patience and would like to offer you a free of charge seat to the viewing of the first of these floggings. Note that we will expect this to be a new revenue source for the Y and we expect to continue to innovate for the betterment of our members experience. Thank you for your feedback and sharing,

    Sincerely,

    So and So

    PS: The flogging will be scheduled at opening or whenever someone decides to show up.

    ReplyDelete
  13. Rock Star you really do Rock!! I'm there and I want to be a flogger!
    @Adrienne - there's more music playlists available to you just for the asking. Hit me up on email and I can provide you with the links. I like your taste in music too : )
    @TRI - your input already had me at hello and I talked to someone who actually uses the pool at the LAF in my area almost everyday and he gave it the thumbs up too so thanks. I will be at LAF this weekend and swimming next week at
    5am.
    @Shannon, i've wiped my hands clean with them. Losers!

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  14. The trick is to find the pool that sucks the least. Good luck with LA Fitness...

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  15. Done deal! Pool issues really drive me crazy! Hope you have a better experience at the new one.

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  16. Bummer about all of those gym/pool issues! You did the right thing by communicating and expressing yourself. Hopefull you will have better luck with LA Fitness:)

    God, I love your music Kristie:) It always fires me up and makes me want to workout!

    Have a great day...hugs to you!

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  17. That sucks! Hopefully you find a new pool that treats you better!

    Are there any high schools that have open swim in your area? I swim at our local high school pool and they have great hours (early morning, noon, and evening). Probably not as many hours as a gym, but it fits my schedule and so far they have been on time and reliable.

    Best part, it is only about $150 a year!

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  18. lol at Jeff.

    This took me back to last winter with you and your pool issues haha!

    Make sure you are comfortable wherever you go :) GOOD LUCK!

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  19. SO FRUSTRATING. I ditched my Y and went with a University Pool for a similar reason. I drive an extra 15 minutes, but the pool is open when I get there

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  20. Must be different here in Australia... I was a pool lifeguard for years, and we had to be at work AT LEAST 30 minutes before the pool opened to get things ready.

    Our pools always opened on time, if the lifeguards were late or sick or whatever, the duty manager stepped in their place until someone else came in. We were NEVER allowed to close a pool (out of 4 of them) or leave people waiting...

    That would frustrate the shit out of me. Send the dude one last email and tell him your moving facilities, and will be comminicating with all the other members you swim with that they should do the same ;) See what response that gets!

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  21. Whoa, I'd be pissed!! You should send him the link to this post, in a final email to him :)

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  22. Just joined LA Fitness today...no more playing games.

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  23. holy cow! just got to read this and can i say, what a total pain in the arse! i haven't had this issue at my Y thank the lord, but i totally understand why you left.

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