Repsol Sports Centre Calgary

Where narcissists, pimps and conservatives come to work out with the folks recovering from injury

Hi Heather,

I received your letter. In it you make some alarming unsubstantiated allegations, then you threaten me with police action.

How did this conversation get from having a chat to clear up some confusion to 'come back to this facility and I will call the cops'?

Well first of all, you won't answer your phone or return calls, or answer emails, which is my preference because there is a record of communication, and cc'd witnesses. Also, my speech has been impacted, due to a stroke, so I lack the nuance of regular speech, and often only have one volume due to over enunciation, in order to be understood, especially when stressed. Apparently this is alarming to the uneducated listener and can be misunderstood, especially when they are interrupting and talking over me.

In your letter you stated as a fact, that I had abused your staff. Then meted out punishment and dire threats. Yet you have made no effort to talk to me about the incident: I was in conversation with a gent in a wheelchair, also a stroke survivor, discussing some alarming symptoms I had, a possible TIA, a precursor to a life threatening stroke. Since I'm not sure of your empathy or education, I will explain that such a conversation itself can be life threatening, it can lead to an anxiety attack, which exacerbates symptoms such as speech and walking impediments and in extreme cases may even cause another stroke.

But it doesn't matter. Your staff had no way of knowing the details, but surely could have picked up that something was going on, when they walked into middle of our conversation and just started talking, without an excuse me, or sorry to interrupt, and our response was, this is a private conversation please excuse us. That was too vague, or ignored, because they kept interrupting like nothing had been said, so they were then told that they was being intrusive and they would have to come back later, this was not a good time. Simply, this was a private conversation and they were interrupting. Of course hearing from someone that has little capability for nuance or volume control can be construed as being yelled at, but even if it was, and it wasn't, that isn't abuse. I have the right to express my emotions, and others have the right to know what they are. Abusive statements start with the word 'you' and are descriptive, generally in a negative way. Saying that we find your staff's repeated and unwanted behavior intrusive, come back another time, after repeatedly letting them know that this wasn't a good time, also isn't abusive, it's assertion of rights to privacy about a very private topic, my medical event.

Your response instead of hearing both sides of the issue, leading to a fuller understanding has been to deactivate my card, which I have paid for, and disappear, leaving me alarmed and concerned, after being shamed and publicly humiliated by your staff at the gate, barred entry in front of friends and colleagues, had to wait for four hours for return transport and you nowhere to be found, subsequently not answering calls and emails, then finally communicating by letter that the police will become involved if I return.

I spoke to your customer service manager through email, you have a copy, requesting a refund of my training fees and my years pass to the facility, as I choose to no longer deal with the gross incompetency of the staff at Repsol.

After 40 years of dealing with the public, first as an addictions councilor, an adult education art teacher, an art therapist for Care West specializing in neuro disabilities, and for a time a customer service manager with specializations in conflict resolution and assertiveness training through Mount Royal University, I feel I am well qualified to speak to the handling of this issue.

Essentially I find the experience at Repsol repeatedly one of dealing with blame shifting , entitled, emotionally immature , psychologically stunted , unempathetic cretins.

I'll leave you, as this place obviously isn't my preference, with some wisdom from Dr. Albert Ellis, my teacher and the foremost psychotherapist of the last century, winner of every honour available in the psychology world for his invention of cognitive therapy :

"Human beings are not perfect. They don’t have total control over all their actions. In the real world, we all make mistakes from time to time and treat others badly because (1) we don’t know any better; (2) we can’t do any better; or (3) we’re too disturbed. That’s just the way we are. Believing that others must do the right thing ignores the real world. Blaming and punishing someone for a mistake he makes because he doesn’t know any better will not make him smarter. Blaming and punishing someone for a mistake he makes because he can’t do any better won’t help him to do it better next time. And blaming and punishing someone for a mistake he makes because he is disturbed won’t make him any less disturbed."

Cheers