Verified Company
I’ve been coming to Lifetime Fitness for 8 years. Started as solo and then got my family enrolled throughout the years. I’ve never experienced anything like what happened recently. We pay nearly $900 a month for our memberships and our three kids’ swim classes, so we’ve always expected — and usually received — respectful treatment.
This past Sunday, my kids were running late for their swim class. When they arrived, my wife rushed them inside so they wouldn’t miss more time, planning to return immediately to the front desk to scan in. We were even planning on enrolling our youngest daughter to swim class that day as well.
My wife also had our Nanny with us as helper who was also considering enrolling her own daughter in the gym and its programs, so she joined us to see how everything worked. Unfortunately, what she witnessed ended up convincing her not to sign up at all.
At the front desk, the receptionist, Sharon, stopped my wife very abruptly and insisted she scan in first — despite her clearly explaining that the kids were late and she would come right back. She said “I don’t care” and even made her pull all kids out of their class and bring them back to the front desk just to scan in. When she explained that our family has been a member for 8 years and fully intended to follow the process, she responded with, “If you’ve been coming here this long, you should know how to follow the rules,” followed by, “Maybe you should arrive on time next time.”
Our Nanny was shocked and even asked us why we pay so much here just to be treated this way.
My wife asked to speak with a manager — something we’ve never done anywhere — and Cheryl, the manager, came out. Unfortunately, she immediately sided with Sharon and made them feel unwelcome rather than heard. The entire interaction left them feeling disrespected and uncomfortable, and it genuinely made my wife question whether they were being treated differently for racially motivated reasons that should never play a role in customer service.
In eight years, we have never had an issue with anyone at this club, but this was our first time interacting with these two staff members, and the experience was deeply disappointing for both me and my family.
Sadly, Lifetime has lost a long-term customer — and a potential new one.
Reply from Life Time
2025.11.26
Hello Ishmeet. Thank you for sharing your experience. We sincerely apologize for the situation you and your family encountered. Your feedback is important, and we take it seriously as we strive to provide respectful and welcoming service to all members. We regret that this incident has affected your view of our club, and we will address these concerns internally to prevent similar occurrences in the future. Thank you for your long-term membership and for bringing this to our attention.
Verified
