Virgin Active Lost Membership Card Advice Please

aqfrenzy

Hi. I am writing on principle because I believe Virgin are trying to charge me unjustifiable fees. My card is sitting around somewhere but I haven't found it yet. Virgin say they will let me in three times without my card and then I must pay £5 to replace my card. Knowing that I have my card somewhere but haven't had the time to look properly for it I am not happy about having to pay anything on principle especially when I am paying them a fee every month as it is. There should be some goodwill, no?

The contract I signed says 'Unless we have seriously broken the terms of the Contact, or paragraph 8b applies, you will have to pay various other non-refundable fees and charges if you want to take advantage of other services and facilities, such as freeze fees, reciprocal rights fees, guest fees, visitor fees, replacement membership card fees and creche fees.'

I do not see where it says that after coming to the gym three times without my membership card I will be obligated to pay £5 for a replacement membership card (unnecessary at this point anyway since mine is almost definitely lying around here somewhere). I do not believe I have agreed to this at any point. What should I do to get around this?

Thanks

*Kat*

Isn't it kinda compulsory that you go with your card? If it's just "lying around" why don't you find it and save yourself a fiver instead of blaming the gym?

mattyprice4004

A membership card is that - a membership card. If you're a member, you need to take your card.

Due to your own lack of care / stupidity why should they have to look up your details every time you use their facilities? I'm sure they have better things to be doing.

Plus, you say you've lost it, but probably not lost it... why not find the card instead of moaning about a fiver for something you've lost - the gym didn't lose it, you did.

Learn to accept responsibility for your actions, learn that things in life are not free when it's your fault and most importantly, try and see things from another person's point of view. They haven't lost your card, you have. Why should they pay for your mistake?

aqfrenzy

mattyprice4004 wrote: »

A membership card is that - a membership card. If you're a member, you need to take your card.

Due to your own lack of care / stupidity why should they have to look up your details every time you use their facilities? I'm sure they have better things to be doing.

Plus, you say you've lost it, but probably not lost it... why not find the card instead of moaning about a fiver for something you've lost - the gym didn't lose it, you did.

Learn to accept responsibility for your actions, learn that things in life are not free when it's your fault and most importantly, try and see things from another person's point of view. They haven't lost your card, you have. Why should they pay for your mistake?

It doesn't say anywhere in my membership contract that my card is compulsory. This is the fact, despite your opinions (because you are just stating your opinion and not a fact). I very likely still have the card but spend so little time at home due to work and other commitments that I won't get a chance to look for a while. No, they don't have better things to be doing. They are standing around doing nothing majority of the time. This is situation specific so please don't assume that I'm just some lazy or unorganised person. When someone is a fee paying member you would expect some level of goodwill and service rather than attempts to get money at every little opportunity, especially when it is written no where that I must pay fees if I temporarily cannot find/look for my card. Honestly, it is the tiniest inconvenience to them to look up my details for the short period that I will not have my card.

Also, I'm not blaming the gym for the loss of my card. I just feel a '3 times and you pay' rule for your fee paying customers is a terrible way to maintain client relationships.

mattyprice4004

I can understand your point, but having come from their side of the story I can see why they charge. You wouldn't believe how much admin work is generated from new cards being issued, membership issues etc. It's reasonable for them to charge a small fee for replacement, and a fiver isn't too bad IMO.

Sometimes terms are implied, and to be honest if you're a member I'd say it's implied you'll need a membership card to attend.

You'll probably spend more time fighting it than it's worth for a fiver.

Gavin83

aqfrenzy wrote: »

The contract I signed says 'Unless we have seriously broken the terms of the Contact, or paragraph 8b applies, you will have to pay various other non-refundable fees and charges if you want to take advantage of other services and facilities, such as freeze fees, reciprocal rights fees, guest fees, visitor fees, replacement membership card fees and creche fees.'

Thats fairly clear to me that there's a charge for issuing new cards. They're offering goodwill by allowing you to come into the gym a number of times without a card, don't try and use it against them.

Personally I think they should probably just replace it but despite this you've signed the above contract that states the charges will be applied so I don't see what choice you have.

somethingcorporate

Not that it is that relevant but our gym does this too and the times you visit without your card they take your car keys as "deposit"!

brettcta

if they gave replacement cards out for free, you'd have loads of customers getting new cards every time they came because they've misplaced their old one, thus costing virgin active a fortune

hoppo,p

Grow up, take responsibility & look for it. In the 40mins between posts, you could have found it!!

System

somethingcorporate wrote: »

Not that it is that relevant but our gym does this too and the times you visit without your card they take your car keys as "deposit"!

What if you don't have a car? If you cycle there do they take a wheel off?

Honeydog

It is annoying when you lose cards but very easily done.

I guess if they need to swipe it to know you're in the building cos of fire regs or whatever then then need the card otherwise it takes up more staff time typing it in. Bite the bullet - pay it and then keep your new card in your car or gym bag then you'll never forget it again.