2/5 Laurie T. 8 months ago on Google • 1 review
I
was
very
hopeful
when
I
saw
how
accessible
your
website
is
when
I
decided
to
explore
joining
a
gym.
That
led
me
to
believe
that
as
a
wheelchair
user
my
business
would
be
wanted.
However,
your
sales
team,
based
on
my
experience,
needs
sensitivity
training
in
order
to
communicate
with
individuals
with
disabilities
about
membership.
The
training
could
also
help
to
eliminate
attitudinal
barriers
toward
people
with
disabilities.
I
contacted
a
salesperson
at
your
Garland
location
on
Thursday,
August
10,
2023
by
phone
and
shared
very
clearly
that
I
am
a
wheelchair
user.
I
asked
on
the
phone
very
pointed
questions
about
wheelchair
users
and
bringing
an
attendant/caregiver
to
facilitate
my
use
of
the
gym
equipment.
I
was
delighted
when
he
looked
forward
to
meeting
with
me
on
the
following
day
at
10
o’clock.
When
I
arrived,
he
remembered
me
from
our
phone
conversation.
From
the
beginning
of
our
in
person
appointment,
he
looked
to
my
attendant
instead
of
me.
My
attendant
redirected
him
as
I
am
the
customer.
As
he
gave
us
a
tour,
I
asked
many
questions,
and
he
continued
to
look
to
my
attendant
every
time
he
answered.
My
attendant,
who
was
otherwise
silent,
continued
to
redirect
him
that
I
was
the
customer.
He
introduced
me
by
name
(FINALLY!)
to
the
personal
trainer
and
she
immediately
reached
to
shake
my
attendant’s
hand
instead
of
mine.
My
attendant
then
backed
away
and
said
that
I
was
the
customer.
Later
in
the
tour,
I
asked
about
fitness
classes
that
I
might
participate
in.
The
salesperson,
totally
underestimated
me
and
said
that
I
should
just
stick
with
aquatics
for
now.
When
it
was
time
to
sit
down
and
talk
about
membership
options,
my
attendant
removed
herself
from
our
vicinity
and
conversation
so
that
he
would
have
to
talk
with
me.
He
proceeded
to
talk
about
totally
different
pricing
than
we
had
discussed
on
the
phone.
I
repeated
what
he
said
to
me
and
recalled
information
from
our
conversation
the
day
before.
He
insisted
that
I
would
need
to
pay
the
higher
amount
and
referred
to
the
higher
amount
reflecting
my
having
access
to
purchase
sessions
with
a
personal
trainer.
I
then
brought
my
attendant
back
over
because
she
would
remember
the
price
information
from
the
phone
call
the
day
before.
As
she
approached,
the
salesperson
said,
“she’s
not
understanding
what
I’m
saying.“
Then
he
chuckled.
Once
my
attendant
was
back
in
the
conversation,
he
totally
changed
the
story
and
said
that
the
higher
price
had
to
do
with
access
to
LA
Fitness
nationwide.
That
was
the
first
time
he
mentioned
the
word
‘nationwide’
in
our
conversation.
Your
facility
is
beautiful,
mostly
accessible,
and
new!
I
have
two
friends
with
disabilities
who
work
out
at
this
same
location.
However,
due
to
the
experience
I
had
last
Friday
I’m
not
sure
it’s
a
good
match
for
me.
I
felt
invisible,
underestimated,
and
certainly
not
valued
as
a
potential
paying
customer.
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