Lancaster Total Fitness Shut Down - how do we get membership refunded?

kyazdani

I've gone through the solicitors. My credit card company couldn't do anything for me because they said they can only take the full amount off them and I've used more than half my membership and they've offered a local alternative. Fingers crossed the solicitors letter will get my money back.

Was sent off last week so I sit and wait.

Nine_Lives

Got a phone call yesterday from TF regarding a refund. They wanted to know if i'd like cheque or BT, i stated BT. They needed my bank details (i assumed they'd have them as i paid by debit card).

Told them i was at work (11:15am) & asked THEIR hours of business. They close at 5:30 & they told me to call back tomorrow (today), which i did.

They're refunding me for the correct amount, which they claim should be in my bank next week. However, i'm not getting my hopes up until i see the figure in the bank.

treborvfr

Both my wife and I had over 55s membership with Total Fitness at Lancaster. After initial contact with their HO and being told two different stories regarding refund, one person saying we would get one and the other saying we wouldn't, we went via the Jobling and Knape solicitors route. They sent a letter to TF stating that we wanted a refund and a time by which it must be paid. TF responded saying that they would pay a refund but requesting extended time due to the number of queries they had to deal with.

Needless to say TF missed their extended dead-line so my wife contacted them direct threatening that we would go down the solicitor's recommended legal action route if they didn't refund us by today. She followed up with several telephone calls insisting that they confirm the transaction had been made.
A refund of over £300 has now been made to our bank so we got there in the end, but TF have been totally unprofessional in this matter and their responses to the solicitors have, IMHO, been downright rude implying they had no right to interfere as they were sorting it out. Had TF been more proactive and honest in dealing with this matter, their members would not have needed to resort to J&K's kind and helpful offer of assistance.

A big thanks to J&K for their help, next time we need a solicitor you'll be top of our list!

mrsnicb

Hi, I've been following this thread as have had the same problem - just to let you know they must be in the process of calling people, they phoned my husband last night and offered him refund either cheque or straight to bank, I have phoned them today and she has done the same :j

I called the number on the letter 0845 659 2211

No problem at all, the girl I spoke to was lovely and said I will have the money in my bank next week

Good luck, hope everyone gets their money back

Nine_Lives

treb - i'm glad you had such a positive experience with J&K. Unfortunately i can't say the same. I sent them an email as i suspect a lot of members have. I even took the time to attach information (letters i sent to TF & a copy of my contract, the T&Cs) in a bid to save time (so that their initial reply wouldn't be a "it depends on whats in your contract" or "what did your letter say to them"). That was sent over 2 weeks ago. To date, i've not even had a reply email to say that J&K have received my email request for help.


mrsnicb - i have to admit, the people i spoke to on the phone were polite & seemingly helpful. They took my details for a bank transfer on 21-Apr (last Thursday) & told me that it'd "probably" be next [this] week that i'd receive my refund.
Have i received my refund? No.
I'm guessing that i'm going to have to chase them for it & we're going to have a game of cat & mouse.

Nine_Lives

I received my refund in full this Monday - 9th May.

Thanks to those who've helped.