Cancelling virgin gym nightmare

m17936

Dear forum Members,
I joined virgin gym in Mill hill London on Monday the 11th of July using the 50% off offered by vitality. I am on a monthly rolling membership.
I visited the gym twice, on the 11th to try it out and on the 12th for the vitality fitness assessment.
On both occasions I was disappointed by the level of facilities and how crowded the gym was so decided to cancel.
I went back on Saturday the 16th of July to cancel as I had found out that there is a 7 days cooling off period. The staff initially refused to let me cancel, but I insisted and eventually got the duty manager for the day to agree to sign a cancellation form.
They claim that if I use the facility the cooling off period does not apply. They didn't give me any paperwork when I signed up and can't find the T&Cs online, but on virgin active singapore it says that I can cancel during the cooling off period paying only the guest pass for the times I used the gym.
I also paid 50 pounds joining fee and 65 pounds for personal training which I won't use.
Can anybody tell me where I stand with this?
Will I be able to cancel and get my money back?
Is it illegal not to provide any paperwork? they asked me to sign on an electronic pad and I thought it was for the release of the card, but not so sure now.
Manythanks

cazs

I *think* that usually when you sign on the ipads, or what have you, those are the Ts and Cs you have to initial against. My gym - not VA - sent me e-copies of the signed doc. They should have done that for you I would suggest you contact the head office and explain the situation, or at least get them to email you them. In terms of legalities, it is my understanding that it is a requirement to let you have access to them in some shape or form.

parking_question_chap

Go back ten minutes before closing, refuse to leave util you get a copy of your contract and terms.

Enterprise_1701C

I struggle to understand what the point of the cooling off period is if you can't "try before you buy".

You should be able to get the personal training payment back as that is something you will not be using.

This link might (or might not) be useful

http://www.moneysavingexpert.com/deals/cheap-gym-membership#cancellation

jenniewb

OP just contact their customer service. I've used Virgin before and the customer service was excellent. Even when I left they just gave me the details, yet made the calls for me and fed back everything I needed to know, said if I had any problems to go back to them. I've left many gyms before and not had as good a service and can hand on heart say I've never had any issues.


This branch is letting the side down and if anything need to be reported for that even without your need to leave. If you want to make a point to them, return to the gym, ask for the details for the head office including a phone number then proceed to make the call in the foyer, reciting how the experience has let you down, how poor the customer service is there, and most importantly how it has left you feeling (including how your friends have lived this experience through your eyes and are equally shocked and disappointed with the brand). If they tell you to move from the gym, continue the call outside the front door. If that doesn't get them doing anything then there really is a problem with their service!

Rich2808

I would complain to Head office about this as what is the point of a cooling off period if you can't try and then leave.

I would point out that your membership via Vitality would allow you to use other clubs in tier 2 or below like Barbican and Angel in central London which are nicer. Could you not see out the month at another VA club if they won't let you off. And use that personal training session too.

https://www.virginactive.co.uk/~/media/files/website-documents/mutli-club-access/multi-club-access-guide_13_07_2016.pdf

They are transferring one third of their clubs to Nuffield this weekend including several in London but not Mill Hill.

I like VA but their administration and rules are a bit bit and miss.