Virgin Active gym is fooling us

sick-of-lies

When I and my husband joined the Club, a customer service representative very happily explained us all the details tied us into a Corporate discounted 12 month contract.

He said if during the contract you get relocated your cancellation will come at no fee. We confirmed this twice. sadly should have recorded his statement.

now when we are terminating mine and my husbands contract for exactly the same reason we get a fee of £181.82 each.

And i have been running around taking scans of relocation docs to ensure i have got it all correct.

Why am i supposed to fall into this trap when their customer service representative should be made it a point to tell members honestly about the fees.

We are so disappointed. Has anyone faced this?

balmk

Did you get a break-down of the fee?

Is it perhaps the charge for the notice period rather than a cancellation fee?

sick-of-lies

they say its a 'buy-out' fee

gorgirl

Complain - write a letter to their customer services department explaining exactly what happened. Then wait a few weeks and send another complaint letter to the CEO and include a copy of the first letter.

Montserrat_Perez

I am also experiencing difficulties.

I cancelled my membership by email on 6th of August (they have confirmed that the email was received) and now I am being aggressively chased for a non-existent debt of three subsequent monthly membership fees, including the threat of using debt collectors and of legal action.

Every now and again a get a phone call from a different person and, after explaining my situation, they tell me that they will look into it; about one week later I will get an ever more agressive letter from the credit control department, a few weeks later get another phone call from yet another person..... and so the saga continues.

After more than ten years of faithful membership of Holmes Place previously and now Virgin Active I am far from impressed by this "sharp" behaviour

I am at my wits end as to how to deal with this nuisance without wasting any more time. I know that it is an offence to invoice customers for services that have been cancelled.

Any suggestions?

zenseeker

Best advice might come from your local Citizens Advice Bureau. Take all the paperwork you have and see what they come up with, I'm pretty sure that they can get you out of this !!!! up.