Re: Mr Mc - David Lloyd Gym Cancellation problems

[Mr Mc]

I initially made my first complaint at the club to a Charlotte/Chantelle in 2013 and was told the Club Manager would contact myself and no one from David Lloyds ever bothered and after recent events I am hardly surprised..

 

I made David Lloyds aware of my intention to cease membership in September of 2013 and spoke with a lady from Member Relations on the 24th of January 2014 regarding this matter who conceded that she could neither deny or admit that this had actually taken place...

 

I was told at this point of call that you have a 48hr Policy turn around for complaints and as of yet I have not had any literary or verbal dialogue in response to my complaint made more than 4 days ago.... All I have is obnoxious members of staff from Member Relations harrassing me by making continual arrogant and obnoxious phone calls regarding my membership, continual e.mails telling me about new DL services but yet NOT ONE e.mail addressing my complaint.....

 

 

Last year the air conditioning was inoperative and not fully functional for 3 months in total and as a result of health concerns it meant that we were denied access to elements of certain facilities at DL. In total I have 5 people on a Family Membership and even though I complained regularly about not being provided with a service I was paying for, no one bothered to take my complaints seriously in the slightest...

 

I demand a refund of the 12 week period that my Family were denied access to facilities that were not suitable or grossly below the standard I was paying for and expect from a company of David Lloyds size and stature and consider David Lloyds to have breached the terms and conditions I was paying for. I do NOT want any phone calls from your selves I want e.mails or written correspondence as I am currently considering legal advice against David Lloyds and a Social Media and Local Tabloid stories of the poor regard David Lloyds are in my opinion holding their customers just to see how many other members throughout the country feel the same way....

 

Attempting to contact DL or Head Office is a total nightmare, members of staff at club level are visibly against supplying contact details for e.mail and attempting to go through the members lounge to escalate or even lodge a complaint is I feel suspiciously difficult to do....

 

Hopefully you will see sense before this matter reaches the tabloids and social media... ( I have 5,000 followers alone on one page based in Nottingham ) I am totally incensed and outrage that no one has really taken the time out to pacify me and bring this matter to a satisfactory conclusion yet you are quick to take my £260 every month without fail or allow member relations to make threatening phone calls, I really do think your conduct as a company is outrageous beyond belief and would like to know at what point did DL become so big that Customers no longer matter to you ??

 

I don't want to hear about 80% of our Members being happy I want to attend a Leisure Center where Complaints are given the credit they deserve and customers are seen as important and Managers aren't intent on squeezing as much as possible from Members whilst expecting Members to expect anything less than 100% satisfaction for £260 per month......

 

 

( Any ideas as to how I pursue this, as they claim my membership doesn't end till February the 1st and are HOUNDING me for £260 I have sent the message from above giving the name of the staff member I spoke to in September when I verbally give her my notice to quit) I myself havent attended since July 2013 yet still paid up until January 2014...

Edited January 29, 2014 by citizenB
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[slick132]

Hi Mr Mc and welcome to CAG

 

Please use spacing when posting - huge text blocks make it hard to read. Thanks.

 

1. Where was the complaint above sent to and was it a letter or email.

 

2. Are you saying none of those on your m/ship have used the gym since July 2013, or is that just you ?

 

3. When did you sign up for this m/ship.

 

4. Why are they hounding you for £260 - have you cancelled the DD mandate.

 

DL would be fools not to sort this properly for you, by refunding as you have asked. Hopefully someone at a senior staff level will recognise this and sort the matter.

 

If they fail to do so, you have the right to take court action to recover m/ship fees paid during the time when the air con made the facility unpleasant or unusable.

 

You could also, in hindsight, have cancelled the m/ship when you realised the air con was a serious issue, on the basis of their failure to provide facilities that you would reasonably expect. They were in breach of your m/ship agreement and the T&C's probably refer to such matters being a reason for you to end the agreement.