eXurb Fitness Fairfax

This place have 24/7 access. 4+ squat racks, and personal spray bottles. It’s convenient and it’s extremely flexible. As a student I like to wake up at 4 and go workout. Which it’s so convenient and flexible for me. Time is money people!!!

It pains me to write this, because I genuinely liked this gym. The gym has a no frills format, a great staff, and a nice community. However, the same can't be said for a recent lack of transparency, deceptive practices, and poor customer service from management-- particularly Brian Stone who I'll get to in a bit.nnFirst off, transparency. When the pandemic started and the gym shut down, accounts were frozen. However, later in the year when the gym was allowed to open, management sent an email saying that accounts would start being charged again (without consent). Since I had registered a while back as a student, that went to my student email account which I no longer was actively checking. To my surprise, I was billed several months without my knowledge when I decided to check in to see how the gym was reopening on my own.nnI gave a call asking for a refund, since I did not use the facility at all for several months (which they can check with their system), but I was rudely berated instead by Brian Stone (management) who said it was my fault for not checking in and being alert about it.nnGiven the pandemic, I wanted to be polite and didn't escalate the issue.nnFast forward to the present, I decided to cancel after seeing how the gym was handling the pandemic. A good number of people were not wearing masks in the facility despite being at high capacity and I saw no enforcement of rules during the several trips I made there.nnI gave a call to the gym but was told I had to either sign in person or mail a signed letter to cancel. This makes no sense from a customer service perspective... until I saw the actual paper that needed to be signed itself (see attached).nnIf you want to cancel, you need to alert the gym with a 31-day notice. That means if you weren't aware of that policy (I'm guessing most people aren't), you'll have to pay for an extra month regardless.nnIn the world of service design, this is a deceptive and evil pattern. It's underhanded, risks customer health/safety, and is unnecessary. That being said, the blame most likely lies on leadership for this decision to prioritize their margins over their customers.nnI hope this is a fair review. This rating is meant for management leadership, not for the awesome staff that rightfully deserve praise.nnShould management, and specifically Brian Stone, consider valuing their customers more by being more transparent and less underhanded about how they handle payments and cancellations, I will gladly rewrite this review.

Following COVID protocol. Must make reservations for training classes. Open machines for personal training. Good deal for a no frills gym. Recommend joining.

We used to pay $5 a month (as a part of Eaves Avalon) to access the gym at midnight. But now we are restricted only from 7am - 7am, which makes it inaccessible to us. Maybe you guys could bring back the 24x7 access for us.

Gym is clean and nice enough. Well equipped. Masks and social distancing are enforced well for the most part.nnStaff personnel are friendly and helpful. They provide great customer service and are actively trying to keep your business. The manager I spoke to was professional but showed no regard to my problem or cared to keep my business.nnAlthough you can get a membership for $17, They don't show you that on the website.nnCancellation requires you to physically mail a handwritten letter or you have to physically show up to cancel.nnLast I checked they charge $30 for a replacement key cards that you use to enter the gym.nnIts not a bad gym to go to. I advice that you join only if you live in the area but there is nothing that I have seen that made this gym stand out enough for one to travel a long distance.nnIf management reads this, I think a little empathy goes a long ways in providing customer service. I understand cancellation policy might not be flexible but showing a little bit of empathy for someone's situation after they have been with the gym for years would be appreciated. Cancellation policy, expensive key card replacements and lack of empathy are the the reasons why i can only give 3 stars. Otherwise this would have been a 4 or 5.