1 /5 Miriam Rieck: I joined TrueFit specifically for access to the indoor pool. Before signing up, I called and asked directly if the pool was open and what the hours were. I was told it was open, with only a 1–2 PM daily cleaning break. Based on that information, I signed up for the highest-tier membership.
Five days later, I arrived to swim and was met with a sign on the door that said the pool was closed indefinitely. There was no prior notice, no email, and no explanation. When I asked about it, I was told that I could cancel my membership if I wanted to, but I had to show up in person...AGAIN same day to cancel it with no charges. Staff could not give any timeline for reopening.
The issue isn’t the pool needing repair — that happens. The issue is the lack of transparency and poor communication. If a key amenity is going to be unavailable indefinitely, it should be disclosed before someone signs up, especially when that amenity is a main reason people choose this gym.
This experience came across as a bait-and-switch. I’m disappointed and cancelling my membership.