Total Fitness Bank Detail disaster!

[amyyyxo]

I joined my local Total Fitness Health Club in May and happily attended for 2 months until one day I was denied access and told to go and see one of the membership consultants.

He then informed me that I had not paid for the previous two months and asked if I could pay straight away.

Mortified I asked him to check why no payments had been made and apologised profusely. then he tells me that it is because the girl who signed me up had not bothered to send my bank details to head office!

 

Now they are telling me I have to either pay £60 straight away to cover the two months lost, or add £30 to August and Septembers payments to cover it, making that £60 for August and September. Obviously I hadn't planned for my gym membership to cost that much & paying this is going to severely affect me for the rest of the month. I called head office and spoke to some nameless employee whose lacklustre apology did nothing to curb my annoyance, and who basically told me that I do indeed have to pay for their mistake.

I am so frustrated by their disappointing customer service skills, and frankly quite alarmed at what was done with my bank details if they were not sent to head office!? According to Total Fitness I have no leg to stand on in this situation and they have done nothing to help.

[slick132]

Hi Amyyyxo and welcome to CAG

 

Gyms and their admin companies continue to amaze me. Why on earth didn't they say, "Sorry, we messed up and we'll process the DD mandate to start from now and you can have the 2 months free in compensation."

 

First off, you need to decide if you want to continue with the m/ship or not.

 

In my opinion, you have grounds to cancel your agreement with them on the basis of their failure to use your bank details correctly and administer your m/ship properly.

 

Or, if you want to continue using the gym, you could argue that this was THEIR error and you cannot afford to pay double for the next two months so you expect them to just start taking normal payments from now on. You'll have to argue this with them in writing and they may not agree. As you've already seen, their customer service skills are lacking.

 

Let us know how you want to handle it and we'll help as best we can.

 

[afcwben]

but wouldnt you notice you have extra money in your bank account if the DD's werent taken so you should have been £60 better off in your account