★ 5

Nice and clean gym, great customer service!

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★ 5

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★ 5

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★ 5

Great gym environment! I recommend Eli Juarez as a personal trainer! He knows what he’s talking about and if you follow his training it’ll push you but he’ll get you right! 🔥🔥🔥

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★ 5

Very clean and I would recommend Eli and Jacob as a personal trainer

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★ 5

I recommend Eli Juarez as a personal trainer!

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★ 1

First, the pictures are from their old location. The place they're at looks like an old family video. It's cramped, the equipment is dated, the dumbbells are ate up. The people the generally use this place spread out like it's their home. Throwing their clothes on equipment while doing photo shoots. The staff are normally with them during. At one point people had set up a speed bag on the pulley system.

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★ 5

Decent place to work out. Low key.

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★ 5

They are friendly and also in a couple weeks if that they are getting the tanning beds up and running along with an aerobics area/ women's only section.. just an update as of today 1/16/23.. they didn’t get the space next to them in the mall so there isn’t any tanning or a womens only section. Sorry for getting you excited.

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★ 1

beware! they'll get u in the door by advertising 21 day free trial but when u come in, you can either use the free pass or forfeit it, in exchange for saving $100+ on their sign up fees. if u chose to do this, be prepared to lock into a 2 year contract, which has a monthly charge obviously but also every year they charge you another $75(I don't remember the exact amount) for ..maintenance fees or something. then to make matters worst, the building that they were in when u signed up, which was big, spacious ..is no longer their location. now it is located in the old cd store in the mall (literally). sooo much smaller, cramped, less equipment...I asked about bathrooms/lockerrooms and was told to use the malls restrooms by the food court..which anyone in town prob knows those are disgusting. this isn't what u signed up for? too bad... pay us $75 to end your contract.. what a racquet!!! NOT worth your money/time now

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★ 1

Sent this to them via email, thankfully I had only signed up for a 30 day free trial, and the customer service experience to simply schedule my tour has convinced me to go elsewhere. Continue reading for my cringey experience:

Cancel my appointment and free 30 day trial. Kaylee is nice, but needs to work on picking up customer cues when they're feeling uncomfortable.
She repeatedly tried to get me to come in on a day I told her I couldn't make it, she kept asking why, I told her I had appointments, she asked when my appointments were done, I said again that I won't be able to make it, and she kept just pushing it. She also asked what kind of appointment it was.
I'm sure she is an amazing employee, but please, train your employees on customer service and what is appropriate to say to a stranger before making her the primary contact in customer relations - a customer should not have to explain the intimate details of their life in order to schedule a TOUR with your company. It's a gym for Pete's sake, not a life or death situation.
Don't fire her, but please - do your job as an owner or manager and make sure your employees are properly trained before you lose more customers.

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★ 3

It's really nice to work out in a place were no one judges you and there willing to help with any questions you have. Free weights, and workout machines. A place to go to get away and get your workout in.

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★ 5

Great staff.

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★ 5

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★ 2

Have to go through alot to get membership cancellation

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★ 4

Hardly anyone there. Only used a couple days while on vacation. 24 hour access. Just reopened due to covid. Nice worker. Only gave 4 stars due to equipment age. Had to try three different cardio machines to find one that worked properly.

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★ 1

It's a scam

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★ 2

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★ 5

Would rather go to this one over the one on apple. Very clean with some decent equipment

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★ 3

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★ 1

I am not happy with the services provided. I noticed leaking ceilings and spots covering the ceilings. I also notified one lady at front desk that the tanning bed plastic/glass was hanging off top cover where lights are and told her that it could fall. She didn’t even bother stepping in room and quickly remarked “ oh it will be fine..” nor did she even acknowledge that I mentioned a bulb has been out for a week. I felt safety was not important for customers. I also visited one day when cardio class was running and windows were so foggy, the gym had a horrible smell of muggy and sweat, so hot and humid I cold not work out, they did not adjust temperatures and could be a possible breeding ground for bacteria. Equipment is broken and noticed tears in seats and covers. I am Very dissatisfied. I work 12- 16 hr shifts and can hardly use the tanning beds because they are not available after hours. I pay for 24 hr gym and can’t use the beds.

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★ 1

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★ 2

Staff is nice and it's pretty clean. Main thing is that some of equipment bathrooms and floors need some minor to serious maintenance or repairs.

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★ 1

Random charges. Rude staff.

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★ 1

Dealing with Family Fitness has been one of the most frustrating experiences, I don't know where to begin. I have had issues with the facility and the staff since I signed up: from dirty and broken equipment, to zero communication between staff members. It took me two months (after paying in full) for a personal trainer to finally get assigned a trainer, which I had to drive 35 minutes to another gym location to get. I was overcharged on multiple occasions, and had to file multiple disputes with my bank to get my money back.
Now that I have decided to cancel I am being put through the ringer. I asked in February to cancel my membership, but was asked to give them two weeks to turn it around and fix things. I agreed, however after the two weeks nothing was changed. Now I am being charged 150 to cancel, and a late fee. I have called every week for the past 3 weeks to pay the bill, only to leave a voicemail, with no return call. The customer service and business practices are awful. I would not recommend this gym to anyone.

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★ 4

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★ 1

Worst gym I have EVER been in. Check all Google reviews and BBB. Old delapadated equipment . Owners won't update . Beware and stay away

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★ 4

We went here for years. The staff was nice but the facility was not the cleanest (part of the reason we left). But it is very cheap and I never had a problem with the gym being to crowded!

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★ 3

Old equipment not super clean

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★ 3

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★ 5

So let me tell you about this amazing woman named Emily that works at planet fitness. I called to cancel my membership due to falling on some hard times in life. She went out of her way and called corporate and they got it all figured out for me and plus some...people never realize the kind words and gestures that help people keep pushing on. Thank you again for employing such a beautiful person

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★ 5

Nice place to get in shape. Great membership rate. Tanning, free weights, machines, treadmills, ellipticals, steppers, classes women's work out area and professional trainer. If you can't find something to like about this fitness center, you're not serious about getting in shape.

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★ 2

Customer service was okay. They didn't sign us up for the proper fitness plan so now I'm paying too much money on not what I wanted. I dont like the set up as much as I like the one in North Muskegon.

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★ 5

Love the friendly staff and Soo many machines to choose for your daily work out😎💕 Even have a daycare on sight, for those with kids😀💕 Always a instructor on sight if you need alittle help getting a routine together 💕😎💯

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★ 5

Great place to workout. Has a very friendly staff, and the new manager Emily has been very helpful.

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★ 5

Emily at Family Fitness - Norton Shores, has helped multiple players on the Muskegon Clippers Collegiate Baseball Team, including myself, find a place to work out throughout our summer season! Family Fitness has everything you need for an exceptional experience in a fitness center, and at very reasonable and fair prices! Staff is very friendly, making me and my teammates feel welcomed since day one! I would like to thank Emily once again for helping some members of Muskegon Clippers find a home for fitness and weight training this summer!

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★ 5

Every time I go into this gym, I see Shari at the front desk. Always friendly, always a smile. I hope the owners of this company realize what great employees they have in her and Emily, and give them both a raise.

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★ 5

Emily is the best manager & Shari is the best at doin renewals & other things. I love Norton Shores family Fitness. It's a great place to workout & staff is great.

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★ 5

Great gym, always clean and very helpful, friendly staff. Emily was great!

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★ 5

Clean gym with a friendly, helpful staff. Highly recommend, ask for Liz.

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★ 5

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★ 2

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★ 3

Nothing too fancy, but adequate for most.

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★ 5

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★ 5

Best trainers! Jessica is great!

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★ 5

Clean. Welcoming. Knowledgeable. What a great place and people. Everyone is so welcoming and helpful. I love it here truly.

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★ 5

What a great place to workout and a friendly staff! Super excited i gave Norton Shores Family Fitness a try.

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★ 5

Sweet gym

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★ 5

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★ 5

This place helped me achieve all my goals! Great staff and friendly environment

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★ 5

I love it here! The gym is clean and has a friendly atmosphere. I can get a quick workout in after work and use the facility 24/7. Great new management!

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★ 4

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★ 1

My Husband and I received a call from this place. When we researched the number it brought up a company called Ernie's Auto Sale with the same number and address. When we called the number to see what they wanted they said that our number had been randomly picked for a 30 day free membership. When asked how they got our number they were very defensive to answer and when asked about Ernie's Auto Sale they hung up. I will be reporting them to the FCC as well as PD, the City, and any other agency that deals with this. DO NOT answer the phone when they call. and just report them.

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★ 3

Machines are broken constantly, the pins in the incline benches fall out, dumbbells need to be replaced, and I've never seen an employee clean any of the equipment. I still workout here, but only because I signed up for so long and don't have a choice. I gave 3 stars because it's open late and the front desk staff are always very kind.

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★ 4

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★ 5

Friendly, great equipment, but we go for the Sit and Fit class

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★ 5

24/7 access and Free weights! great price too!

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★ 5

Friendly staff, machines kept in working order. Love the 24 hour access.

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★ 4

Nice, inexpensive, but needs a better cleaning crew. Floors are always dirty

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★ 5

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★ 5

Nice place to get your workout on!

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★ 5

I burned off 433 and lost 20 pounds here. I feel great!😊

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★ 5

Very, very clean! This is by far the best Family Fitness location. All new equipment...Looks like someone that cares about first impressions takes very good care of the facility. Kudo's!

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★ 1

The staff is very friendly and helpful. The equipment is fine and I'd rate cleanliness as ok. One MAJOR complaint is billing!! Do NOT give these people your credit card info......EVER! I read other negative reviews about billing, and against my better judgment, gave them my credit card info! I signed up for a one year membership, paid in full at the time of signing, never received a paper copy (in spite of asking on numerous occassions) of the contract. And now, one year later, I do not want to continue using their facilities and they are still billing me with UNAUTHORIZED charges. When you call the Norton Shores location, I was told that upon signing up with them, I was informed that membership reverts to month to month after your one year contract. NO I was NEVER told this.....EVER. They then deflected me to the corporate office who NEVER responds to your inquires. I am now stuck with having to work with my credit card company to get charges removed and processed as fraud. Even after communicating, via email on numerous occassions that I was pursuing their charges as fraud charges, I have received ZERO communication with them. If I had not encountered the billing issues with them, I'd give them 3 to 4 stars. Once again, do NOT give them any credit card info because you WILL encounter issues later on down the road. Beware......

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★ 3

Its convenient but a lot of their machines are always broke.

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★ 5

Very friendly staff love it here!!!!

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★ 5

just signed up but looks like a great place

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★ 5

Family Fitness of Norton Shores is a great workout facility. Tori is very welcoming upon arrival up front and helpful with questions as needed.

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★ 5

Family Fitness of Norton Shores is a great workout facility, I especially love the classes that they offer. Tori is always making sure I've enjoyed my workout and is there to offer any encouragement!!!

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★ 5

Such a nice place, friendly staff. Victoria Oomen was very helpful at getting me on the right track!

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★ 5

Great facility! Great people to work out with!

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★ 5

Awesome!!! Great service and very clean!!!

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★ 5

Great location and price! Dudley was such a big help!

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★ 5

what a great place to work out, great equiptment and nice space . friendly people . members and staff. Brian, and Felicia, Tori are always asking how was the workout and making sure your happy. Dp

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★ 5

What a great clean and family friendly place. The trainers are also great to work with. Felicia and Tori are very kind and always mak8ng sure you had a great workout.. Dp

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★ 5

Thia is a very friendly bunnch of people, Tori, Felicia an Brian, are Awesome, Robin . Love this place, fun and family friendly.

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★ 5

Love the location! Close to everything I need and able to access it 24-7 to get in a lift! Also a very great selection of free weights and anything for your cardio needs!💪🏼

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★ 5

Love family fitness of Norton Shores. Staff is awesome, clean and friendly workout environment. Personal trainers are excellent and know how to get you into perfect shape. Equipment is great and is kept up too.

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★ 5

Fun classes and I like the tanning!

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★ 5

Love working out at Family Fitness the best!

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★ 5

Great environment for gains..🐶🐶🐶🐶🐶

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★ 5

Love the friendly staff! They really keep you motivated!

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★ 5

I love that they are available for all shifts! 24/7 is the best for people who work odd shifts!

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★ 5

Absolutely LOVE the environment, cleanliness and staff! Got a steal on my monthly rate and wouldn't trade it!

Currently joined the staff here and I've never felt more welcomed and appreciated for simply helping people get their fitness goals underway!!

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★ 1

Posted this on Yelp as well, such a horrible experience with this company:

If I could give this gym a lower rating I would. I joined at the beginning of the year under their "No Contract" promotion as I was looking for an affordable place to to run inside during the winter. The employee that signed me up reassured me while we were going through the new member paperwork that this was not a contract and I could cancel the membership at any time no questions asked. I have been a member at various gyms over the past 16 years and have never had a problem cancelling a membership after the winter, so when she told me I could cancel no problem, I did not question it. I have also worked in the industry and have never come across such poor business ethics in regards to membership policies.

Thankfully the day after I signed up I was read through the paperwork from the day before. It was then I noticed something seemed off about the membership. Immediately I went to cancel in person at the gym and that was when it began. I was handed a slip of paper with an email address and phone number that I was supposed call. After calling I was told I had to email my cancellation request first, which I did right away. I was told I would be contacted by EOB regarding the cancellation. Unfortunately that did not happen. Getting in touch with the people that could actually cancel my membership was nearly impossible. Over the course of a month I called well over 100 times, left numerous voicemails and sent around 30 emails. Whenever someone answered the phone, they were unable to approve my cancellation and was always told that the person who could actually cancel it was unavailable or not in. I seriously questioned if that person exists. It would also take days for emails to be answered and never would my questions be completely answered.

After a week of attempting to contact them I decided to jump through the cancellation hoops that were listed in the fine print under their "30 days free" promotion. What all this entailed was attending my free personal training session, attending a fitness class and coming in to work out 15 times. After completing all of this I would be able to cancel the membership for a fee of $75, which I would like to point out is not free. Every time I went in I took a picture of a different part of the gym so I'd have the time stamped evidence on my phone that I went in for a workout. After all the trouble I had gone through I did not want to take any chances on them stating that I had not gone in for enough of the workouts. I am extremely happy I had began moving through their 30 day cancellation requirements because 20 days into my membership I was told that in order to cancel I would have to pay around $600. Avoid this gym at all costs! Spend the extra money to go to the Y or even the Spring Lake Aquatic Center!

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★ 5

Absolutely love the staff, great environment to get fit!

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★ 5

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★ 5

Thanks for the great morning classes, Kathryn.

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★ 5

I love this place

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★ 5

Just signed up so excited to tone my body

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★ 5

Family Fitness has changed my life definately for the better. The staff here at Norton Shores are so helpful and caring. Felicia and Samantha at the front desk ate aleays there to give direction and helpful suggestions. The trainers and the atmosphere here at Norton Shores is very inviting, comfortable, and fun. The classes are awesome and so much fun as well as a great workout. I enjoy coming here to workout and for the classes and will recommend for anyone wanting to get into better shape while being around fun people to come here.

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★ 5

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★ 5

I like how helpful Felicia was at the desk. I really like Sam to but she is taken.lol jk

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★ 5

Absolutely love this gym. So affordable since I'm always broke and Sami Foote is always there to great everyone with a warm smile!!

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★ 5

Tiffany ketner is amazing really appreciate her hospitality at Family Fitness

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★ 5

The trainers are wonderful and its so much positive spirit just walking in! I love it!

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★ 5

Tiffany family fitness is great and the girls are awesome especially Felicia!

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★ 5

Always friendly staff and a comfortable environment. Wouldn`t go anywhere else. Tiffany made me feel at ease and love working out when she is there.

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★ 4

I have been a member of Family Fitness in Norton Shores, MI, for almost 3 yrs now and I just love the classes that are offered. The Zumba class is fun and it's great exercise plus it's offered at varied times so it fits my busy schedule. They have a variety of other classes as well such as step and strength, Tai Chi, cardio kickboxing and yoga, just to name a few. They also have a separate women's workout area and tanning is only $1. The only negative thing I can think of is that there is not a shower area. The staff is friendly....especially Sam and Felicia and when you join you get a free personal training session..

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★ 5

Go see Tiffany for the best deals in town! Then work with Travys to get in shape for the New Year!

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★ 5

I went in to get a 30 day trial pass and it was pretty awesome. I got to use the whole gym for free for thirty days With no catch. Felicia got me set up on it and was pretty helpful!

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★ 5

I have been a member of Norton Shores for about a month and so far it has been great! I am greeted each time I go in by friendly, caring staff. The instructors Becky and Marcia are enthusiastic when teaching Pilates and Zumba, and Marcia is a knowledgeable trainer. I have already lost some weight and I look forward to getting down to my goal with the help of the helpful staff at Family Fitness.

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★ 5

I love that they have tanning too and Felicia is super nice!

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★ 5

Started at family fitness two months ago. What a refreshing feeling. You walk in and are greated by a worker who welcomes you and wishes you a good workout. Instructors holding classes come around and encourage you to join their class. If you don't know how to use a piece of equipment .. just ask they are more then happy to show you. I can only say one thing..... How can you improve on "perfect"? Thanks Family fitness for changing the way I feel about my self.

Ann Wisniewski

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★ 5

I love squatting at family fitness! Sam was so helpful to help me squat :)

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★ 5

I love how clean the family fitness is, the staff such as Sam, Bill, and Felicia are all very friendly to! One of the best parts of this gym is the 24/7 access and the classes that they have! Definitely recommend

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★ 1

Telemarketer told my girlfriend she will get ugly with age... And the telemarketer sounded like a chain smoker. Classic.

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★ 4

Love it because it's close too home but other locations have more selections of equipment and space.

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★ 5

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★ 5

Been coming here since the Norton Shores facility opened. Love that it is open 24/7. The classes are great and learned a lot from the personal trainer.

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★ 1

Do not do business with these people. I was told by the sales associate when I signed up that I was signing a one year contract. Since I've been paying for the gym for 2+ years I've decided to cancel. So I made a phone call and was informed I could only cancel through corporate. So I called and talked to "Emily" I told her I signed a 1 year contract and would like to cancel. She told me I was a "Liar" and I should have read the contract because it was for 3 years.
Extrapolating from that reply, I must conclude that Family Fitness has no moral qualms about letting their sales associates lie about contract duration. And then sign up clients for a longer one instead. Lesson learned I suppose.Furthermore Contracts are set up for auto renewal by default. So if cancellation isn't timely, you could be stuck in another three years after you've only bargained for one.I talked later with another associate to resolve the issue she was much more helpful.
Family Fitness seems to allow their employees to be unprofessional, condescending and churlish. I won't ever do business with them again.

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★ 5

Amazing staff so supportive and helpful, would recommend this gym to anyone :)

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★ 5

Overall I love this gym. Always a very friendly comfortable environment, clean machines, and clean facilities. Very friendly and helpful staff, and even if its busy, there is still plenty of available machines, and it is not too crowded. Very enjoyable experience every time I work out

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★ 5

I just became a member but I love the atmosphere that this gym provides. They strive to make sure that you feel comfortable enough at a gym to be able to achieve the results you want (if you work for it).

They are clean, well lit, and the staff are very friendly.

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★ 1

Wonder if my review will get posted. I have been a member for over two years. Not necessarily because I wanted to, but was told I am in a two year contract. Missed that at the time and they didn't fill me in on the fine print. So I occasionally make it to the gym to work out. The equipment is getting pretty dated. Now that I am past my two year contract have made many attempts to cancel my membership and have been completely ignored. However, when it comes to charging my credit card they are very efficient.

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★ 5

Hi my name is Monica Fox. I am a member of Family Fitness of Norton Shores, This is my gym! I love the women's only section and I tan each time I come which is only $1. The people are great, the staff is very helpful and nice. I recommend my gym to everyone. I have been coming for a year now. Love it.

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★ 5

They are very clean and reasonably priced. But most importantly, they have a great staff that are willing to work with you to better your health. I would tell people to for sure use Family Fitness in Norton Shores.

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★ 5

I LOVE this gym! The only one I can find that is truly 24/7 and getting me the results I want with the help of the personal trainers! I wouldn't go anywhere else!

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★ 5

Lost another 5 pounds! Love these gyms, the staff are all so helpful and encouraging I greatly enjoy my workouts here.

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★ 5

I had a great time! Friendly staff greeted me the second I walked in, I got a free personal training session, and the rate I pay per month is more than reasonable. I like that it's open twenty four hours. All told, I would definitely recommend this place.

Source: Google