Gym collecting full payment from members when half of the facilities are closed

pickled_cabbage

Could someone help and advise what the situation might be as follows?

My partner and I are members of a health club that has a gym, golf and swimming facilities. We use the pool a lot, as does everyone else.

The club have announced with just a week's warning that they are closing the pool and all water facilities for 2 weeks from today through to the end of the year, for refurbishment.

We've been told that one of their sister clubs will accept users, but that is a 45 minute drive away and totally impractical.

In the meantime, the club are refusing to offer members any sort of discount on their membership, even though half of the facilities are going to be out of action for a fortnight. This is the sort of time we are most likely to use it, as we both have time off.

It's so rude as they are clearly doing it now so as not to disrupt signing up new members in the new year.

Do we have any rights under consumer protection legislation to demand a partial refunding on our membership fees this month as the club is not providing full access to all of the services?

unholyangel

Do they offer different levels of membership? For example my local gym offers access to just the gym, then another one with access to swimming and sauna, then another one with access to everything.

Also, what do the T&C's say?

wealdroam

pickled_cabbage wrote: »

Do we have any rights under consumer protection legislation to demand a partial refunding on our membership fees this month as the club is not providing full access to all of the services?

Yes, of course you do.

If they are not providing the services you and they have agreed that they will supply, then stop paying for what you are not getting.

Before you stop paying or demanding refunds, check your contract to see if you have already agreed with them that they can put facilities out of service for short periods.

texranger

they are only closing down for 2 weeks while they make the facilities better for members or to comply with new legislation, they have offered a remedy while this work is carried out. its not like they are closing down for good.

emv

But it would be good customer service to offer everyone 2 weeks free membership in recognition of the fact they won't be offering full facilities, surely? Isn't it a bit like telling your boss you'll be working part-time for the next 2 weeks but would still like your full-time salary?!

nry_2

Whilst I appreciate the situation, I don't feel this is unfair, they've given you notice and offered an alternative venue (albeit not too accessible for you). Giving everyone two weeks free membership is a pretty high price to expect, perhaps a discount or similar, but two weeks reduced facilities for them to improve the facilities you use on a regular basis means you'll benefit in the long run...

giraffe69

If they closed something for a day or two for emergency purposes then that is one thing and OP would probably not expect a refund or rebate. Here it is pre-planned and going to cause inconvenience which is only partly put aside by being able to go to another branch because it is some way away. This is going to make customers justifiably unhappy. Announcing it in good time and offering a token amount off for the month would go some way to removing much of that irritation but unfortunately some companies do not seem to have an ounce of PR awareness.

I would write to them in measured tones not only outlining the problem but also suggesting a remedy that will make you feel a bit better. Perhaps expressing sorrow at the closure and consequent inconvenience, saying that the drive elsewhere is not only time consuming but involves you in cost and that in recognition of these facts and tier inability to provide you with the service you have paid for they should offer you x (and put here an amount that is enough to remove some of your irritation and not enough for them to go to the bother of contesting), say £30 or an extension to your contract.

pickled_cabbage

Sorry - I should also say that the sister club is actually closer to us than most members! It's 40 minutes from us but we already live 15 minutes from our present gym, which has a catchment area further South, so for most members it's an hour's drive.

The contract does state that facilities may be unavailable if repairs are required, but the point is that half of the facilities are out of action for 2 weeks.

Anyway, we dropped a letter off to the manager yesterday so will see what she says.

pimento

Why not ask them to tack an extra 2 weeks onto the end of your membership, or, if you renew, you can do it two weeks later?

arcon5

Can't you just ask them to extend your contract by a week or two at the end?