Corona Gym Charges

ahmeras

Hi - Not sure if correct section, if not please let me know where is more appropriate.

I am currently a member of Anytime fitness gym. The gym shutdown last year during the first lockdown - but still took payments out of my account for several months. Their original thinking was that we would get 50% off membership for 3 months or so once gyms opened to cover the lost time (as they were expecting it to not last long)

In anycase - it did last long and I was charged near 6 months. Once gyms reopened, I called them up and made a complaint about the 6 months worth of membership with the gym being closed.

They decided they would put a "freeze" on my account (with access) for 6 months - i.e. free access for the next 6 months. Unfortunately, the gyms being open didnt last long, and the second lockdown closed the gyms again.  So my 6 months was actually maybe 3 months of use - 3 months of a second lockdown.

This feb i received a charge of £10 for a freeze fee - when i initially spoke to them this was meant to be not charged. I called up the gym to query this and they said it wasn't intended. I also received a text saying my account was in arrears (which it was not) and would be going to some sort of claims service- which they also said was an accident

This was pretty much the final straw for me and decided i wanted to cancel my membership and get a refund on my money. The gym is refusing to do and can only offer an extension for the three months of lost service.

I am contemplating taking this to small claims - more out of principle. Has anyone had dealings with getting back gym fees during this period. I had a read through my terms and conditions and it doesn't really cover this scenario so not sure what to do.

Appreciate its been a tough time for gyms, but its also been a tough time for me. I paid for a service which I never received.

JHW1942

Send them a letter before action and if needs be, take them to court for the payments you made that weren't reflected in service.  A number of gyms seem to be under the mistaken impression that they can roll over membership and bolt-on the lost months to the end of the shutdown period.  In most cases, that isn't enforceable.  There is a difference between, for example, a 12-month contract and 12 months of contract.  In the former (which is pretty much all gym contracts), the contract has a defined start and end date and unless you agree, missed months can't be added onto the end.  In the latter, if the contract says you agree to 12 months of membership and that those months can be chopped about, that's a different matter.

ripplyuk

It might be a good idea to order copies of your credit reports too. The part about the arrears and ‘claims service’ makes me wonder if they mean a debt management company, which would have an impact on you if they haven’t rectified their mistake. 

7Phil

It sounds like they are accepting the excessive/additional charges and threats of debt enforcement were a mistake (probably automated) and will correct it. Although, doesn't sound like they are bending over backwards to be apologetic.

I don't have direct experience with your scenario and I appreciate that you're asking for opinions from people that do - but if it were me I would ensure that any DD or subscription payment is completely stopped in the meantime. As for the outstanding months you probably should think of just using them up as soon as you are able. Make it clear to them you'll be walking away afterwards and they need to up their game if they want to retain you as a customer.
Try to get your message though to someone with authority. There is a chance the people you've spoken to don't have the skills/training, or pay-grade, to know how to deal with customers that are genuinely unhappy.

Good luck & remember that good things come to people that complain