Please help. PureGym cancelled my membership

Sarah.o

Hi. Can I get some advice please? Myself, my husband and my son all use PureGym. All three memberships come out of my husband and my joint account, our son is only 16 so we pay for his membership.
A couple of months ago I received an email off PureGym asking me to take photo of in to the gym next time I went I did this but there was no manager there so I was unable to get any help. I tried on two more occasions and on both occasions there was no manager to assist me.
I completely forgot about it over the next couple of months. Last week my pin didn’t work so I spoke to the assistant manager who hadn’t got a clue and he told me to ring pure gym. I did and they told me they had cancelled all three memberships and it was a fraud risk :eek: they advised me to go back and present my driving licence so I went straight down and the manager was not in, I spoke to the deputy manager who said they could not help I needed to speak with the actual manager. (He could have taken a photo copy of my licence and passed it on but didn’t)
I emailed pure gym explaining all this and was then told I would need to produce my licence in person to prove who I was and sign up again as a new customer meaning 3 joining fees and a higher monthly payment than I was on. I emailed the manager at pure gym who said I could email her a picture of my licence :mad: but I would still need to re sign up at the new prices. I’m pulling my hair out here. No one seems to have a clue. Also my husbands membership has been cancelled but he has never been asked to take any id in !

Can someone please advise me.

wesleyad

Sounds like a right mess up, however depending on the contract, there's probably not much legally you can do. I think puregym contracts are on a monthly basis? This probably means they can cancel at any time (as you could). You need to check any contract terms you received.

The best you can hope for is to put pressure on them to resume contract as a goodwill gesture. Maybe try posting on twitter or other social media, that often gives them a kick up the behind.

Jumblebumble

Sarah.o wrote: »

Hi. Can I get some advice please? Myself, my husband and my son all use PureGym. All three memberships come out of my husband and my joint account, our son is only 16 so we pay for his membership.
A couple of months ago I received an email off PureGym asking me to take photo of in to the gym next time I went I did this but there was no manager there so I was unable to get any help. I tried on two more occasions and on both occasions there was no manager to assist me.
I completely forgot about it over the next couple of months. Last week my pin didn’t work so I spoke to the assistant manager who hadn’t got a clue and he told me to ring pure gym. I did and they told me they had cancelled all three memberships and it was a fraud risk :eek: they advised me to go back and present my driving licence so I went straight down and the manager was not in, I spoke to the deputy manager who said they could not help I needed to speak with the actual manager. (He could have taken a photo copy of my licence and passed it on but didn’t)
I emailed pure gym explaining all this and was then told I would need to produce my licence in person to prove who I was and sign up again as a new customer meaning 3 joining fees and a higher monthly payment than I was on. I emailed the manager at pure gym who said I could email her a picture of my licence :mad: but I would still need to re sign up at the new prices. I’m pulling my hair out here. No one seems to have a clue. Also my husbands membership has been cancelled but he has never been asked to take any id in !

Can someone please advise me.

Time to emails the CEO of pure gym asking why they insist that people bring in documentation but do not allow the staff on duty to process. This is imbecilic behaviour of the business
The perceived fraud risk mitigation is only of benefit to the business