Sorry for yet 'another' post about [removed] xercise 4 less. Sorry, its rather lengthy..
At the end of August 2017 I took out a gym membership with xercise 4 less.
I'd heard the horror stories however for £9.99 a month I was quite happy to be tied in for a year.
Shortly afterwards on 14th September 2017, I decided to pay for 10 Personal Training sessions.
The PT in question was friendly and approachable when undertaking my induction so felt more than happy to continue with him. I was promised a meal plan and other things but never received them despite asking numerous times.
Everything was going great, and I was due my fourth session on 22nd September.
I arrived at the gym only to find that the PT wasn't around.
I waited a while and still nothing.
The man on the front desk was unhelpful and said he didn't know where he was.
I questioned that and commented on how I wasn't really impressed.
Clearly struggling with a simple question, he got someone else to come out who told me he was ill and off sick.
I waited a few days and then text the PT to try and arrange another session - no response.
I went back into the gym and was told someone would be in touch with me.
About another week passed and I decided to go back into the gym, to be told that he had been finished (a few days before my session on 22nd) and someone would be in touch to re-arrange it with me. The staff at the time clearly knew but chose to lie to me and concoct other excuses. I questioned why nobody had contacted his clients sooner to discuss this.
Almost 3 weeks later on 10th October, I received a text from a different PT. Good, but disappointing it took 3 weeks. However, the times he worked were completely different to the ones i had with my other PT and were inappropriate for me due to work etc. I told him this was unsuitable and that because of the whole poor experience I would be taking it further.
That day I asked to speak to the manager to be told she was on her lunch break and to come back tomorrow.
I came back the next day to be told she was ill, and would be back in tomorrow.
I came back the next day to be told she was at a relative’s funeral and that she would call me.
I waited till the end of the week, still no phone call. Each time I phoned up she was out of the office.
I called back giving myself a different name, lo and behold – she answered – and of course it was purely coincidence that we kept missing each other, not like my name was stuck next to the phone saying ‘avoid at all costs’!
Nearly three weeks later 30th October I had managed to see her.
I explained to her how disappointed I was with the customer service from the gym, and that more than five weeks later I still had not been able to receive the service I had paid them for, so asked to be refunded. Apparently, they don’t have a refund policy, so I asked for it to be escalated further. She said she was seeing her area manager the next day so would discuss with him and would call me back that day. The end of the week came and still no phone call.
I called into the gym and ‘apparently’ my phone wasn’t working – can you believe it?
Her area manager told her there wasn’t a refund policy so I would have to make do.
Still unhappy, I asked for it to be taken further yet again so she came back from her office and wrote an email address down on a piece of paper.
I emailed this number but never got a response after several weeks.
I did some research online and found that the email she gave me was spelt wrong
– so there was never any chance of it working.
By December, I was utterly fed up of it all and sick of trying to argue my point across. I agreed that I would take up sessions with another PT.
My first session with the new PT was for Friday 22nd December
– however he had to cancel ten minutes before due to a family emergency.
Not impressed as I was already there – not a great start.
I was told I would be given a nutrition plan – however I am still yet to receive this.
I waited till Christmas was out of the way, and managed to arrange the first session for 10th January.
I have since tried to arrange more sessions which have gone as following:
-Text Monday 22nd Jan – no response
-Text Thursday 25th Jan – no response
-Text Sunday 4th Feb – one response but then ignored again
-Text Monday 5th Feb – no response
-Message on E4L app Monday 12th Feb – no response
-Called gym - not there, not helpful
-Text Monday 19th Feb – no response
This is a completely unacceptable service
– how am I meant to get the service I have paid them £180.00 to deliver when they are refusing to get in touch?
I will not be passed around from PT to PT for the same thing to happen yet again.
Before I go back down to the gym and say something I regret
– do you the wise members of this forum have any advice on how I can take this further to try and get my money back?
Consumer Credit Act,
Sales of Goods Act?
Does any of this help?
Thanks for taking the time to read all of this and I await your helpful responses,