The only visible representative to the 71st and Yale location for me was a woman named P... that reminded me of some people that I know that struggle with personality disorders. Initially she was pleasant and inviting; but then without notice during an about 7 minute visit, became inappropriately angry, +rude, refused to lower her voice, walked away, and slapped documents on the table saying that other clients "Do as they are TOLD!!!" (I previously expressed apprehension about getting on the scale.)

She demonstrated no sensitivity to the unique needs of an obese woman, and would not consider my need to guard my personal information. But what was the anger about? Was she supposed to be individualizing a plan to meet my needs, or was I now having to create a plan to meet hers? At the point that I declined to answer a personal question, she demonstrated instant anger. began to yell, would not lower her voice or adjust the way she was speaking, and appeared unable to calm or regulate herself/ to regroup. I attempted to calm her by apologizing three times for anything that I might have said or done- it didn't touch her. Although she realized that she misspoke, and was wrong- she didn't calm.

Even more disappointing was the response to my complaint. No one can be expected to know what any given employee will do in the future. We do our best when hiring to pick the person for the job. But their response to P's actions was in my opinion- unacceptable.

One week after my initial complaint, I had to call again because the owner never followed up as promised. He did state that my attending during the evenings would mean I wouldn't have to see P. He suggested that I should limit my life to workout when P is not there- after 6 pm. Should I do this Forever? Is that the answer? I had invited him to review his tapes to see the interaction, and that even without sound, P's walking away, slamming the papers on the table, folding her arms, and other gestures would tell him a lot.

When the owner didn't return the call as promised, I then contact the other number- his wife, who listened and then got back to me as she promised. She told me that she wouldn't have behaved in the manner reported, apologized, but stated "I can't make her apologize" .... but she said that if you have any questions she will answer you.'

The owner/s wife expected me to re-approach what I consider to be an unstable, unpredictable person with my fitness questions? REALLY?

This location is a very tiny place- and it would be impossible to go there during the day without having to see that woman. I even went after P's reported hours, and she was still there. I must say that both the owner and his wife spoke calmly, listened, and were polite. However, they presented as nothing more than a sounding board. Neither one of them expressed shock by my opinion / claim that P exploded. They also didn't offer me an alternative to obtaining the assessment or orientation to the machines that I should have gotten from P. The fact that P may be knowledgeable with fitness issues does not erase her inability to be respectful and professional AT ALL TIMES.

The conclusion: This facility's approach is in my opinion, miles away from their franchise head-quarter's presentation of being a supportive place for those seeking improved fitness. I had hoped that this could be a gathering place for a few of my friends to workout together, I am currently looking for another small gym where we will be comfortable, valued and respected.

This has been my experience and opinion of what this experience has meant to me. This is the FIRST time I have taken the time to write an online review. Hope this helps you.