CRS/Harlands/Xercise4less Cancellation Nightmare

[Ria55]

Hi there,

 

I am in need of advice as my daughter aged 18 is being chased for payment after cancelling gym m/ship

 

In August last year myself and two daughters went into the gym (xercise4less) and each cancelled our m/ship. We had m/ship over a year and on monthly rolling contract. We were each given a slip of paper to confirm cancellation and advised one more direct debit would be taken in September and then they would cancel our d.debits.

 

I thought all sorted until October when payments taken from all 3 of us for monthly d.d. Myself and one daugher appear to have now had our m/ship cancelled as she had moved away to Uni and I have my paper confirming the date we cancelled.

 

The isssue is that my youngest daughter has lost the paper she was given in August to confirm she had cancelled. I contacted Harlands back in November to advise we had all cancelled and they said it was nothing to do with them and I had to take the matter up directly with the gym. Tried numerous times to contact the manager at the gym and they have repeatedly promised a call back and then not returned my calls. I did eventually talk to the manager in December (she is the person who dealt with us all back in August)!! She told me that my daughters account had not been cancelled and basically she would need sight of the cancellation form before she could sort it out ( I didnt tell her it we didnt have it!!) She told me she would action the cancellation of my account and send the paperwork to Harlands - I asked for written/email confirmation of this which she promised me - but I never received!! I have not had any further contact and so assuming mine has now been cancelled.

 

We have also moved address and so presumably they have been sending any correspondence to our previous address. My daughter had a phone message a last week 20/01/2016 from CRS just stating that she needed to contact them within 5 days. I googled them and realised they are the debt recovery section of Harlands.

 

My concerns are - how do I resolve this given we have no proof in writing that she cancelled last August ( although 2 of us were witness).

 

I am aware from other posts that the charges they will have applied will now be considerable, £9.99 per month plus £30ish for each unpaid d debit and then other charges on top

 

Will this impact her and my credit rating as the payments were from my bank account?

 

I have considered writing a letter of complaint with proof of postage but I think this would mean we would need to give our new current address which I dont wish to do.

 

What exactly can they do if we can't prove she cancelled as this is really stressing me out?

 

Many thanks for any advice

[fkofilee]

Ria55 - Welcome to CAG

 

Will this impact her and my credit rating as the payments were from my bank account?

 

Alas no it wont, Its a good thing too. Harlands etc and Gyms are not allowed to touch CRAs so she is safe and for that matter so are you and your other daughter.

What exactly can they do if we can't prove she cancelled as this is really stressing me out?

 

Ignore Harlands and CRS Phone Calls... Slick will suggest writing a letter which very well maybe the right way to go about it. As you say you have completed your existing contracts and cancelled after the term by giving formal notice in Branch with a cancel slip then issued to you. As you all cancelled at the same time. Maybe its worth sending a copy of said cancel slip (Yours and YOD) to them with an accompanying letter saying that you cancelled in the correct manner and that no further correspondence will be entered into.

As for X4L... Why not get them to do some investigating!

 

[email protected]

 

Thats it the MD / CEO of the company. Send a lovely complaint up the chain.

[slick132]

Hi Ria,

 

You should give Harlands your current address(es) so you know what they're up to at all times.

 

If you have 2 of the 3 cancellations forms, you have nothing to worry about.

 

Use X4Less Twitter and/or Facebook to complain that Harlands/CRS are harassing you despite you giving proper notice to cancel after the initial agreement period had expired.

 

This will NOT impact on your credit ratings at all.

 

Read other threads here for reassurance about how Haralnds/CRS operate to harass folk.

 

[Ria55]

Thanks fkofilee for your quick reply.

 

I am feeling much more reassured and its a huge relief to know it doesn't impact credit rating and I will ensure any further dealings with them are in writing.

 

Having read through lots of similar posts I can see that this is quite usual tactics for Harlands and Xercise4less!!

[Ria55]

Thanks fkofilee for your quick reply and reassurance. Its most appreciated:-)

 

A letter of complaint will soon be winging its way to them

[fkofilee]

Hi Ria,

 

You should give Harlands your current address(es) so you know what they're up to at all times.

 

If you have 2 of the 3 cancellations forms, you have nothing to worry about.

 

Use X4Less Twitter and/or Facebook to complain that Harlands/CRS are harassing you despite you giving proper notice to cancel after the initial agreement period had expired.

 

This will NOT impact on your credit ratings at all.

 

Read other threads here for reassurance about how Haralnds/CRS operate to harass folk.

 

 

Ria

 

Also slick has a point. I would suggest that you also make noise on their FB and Twitter accounts, because they will listen - Its called Public Relations Management. And It works

 

Quick story that will help. The wonderful people at Currys lost a Surface Pro 3 Type Cover that they originally took off me to be disposed and I had to contact Microsoft. I was told by Microsoft it was wrong and I had to return it back to them.

I originally complained to head office and they couldnt find either the purchase or the time I Went in 8 weeks later to drop it off and they couldnt find the unit they had lost. When i first contacted their CEO Team, they told me tough luck...

 

So i went to twitter... And i screen-grabbed their response in their last email and started making noise. Within 3 hours that case had been turned around and they had arranged a replacement. Just make as much noise as you can!

[Ria55]

Thanks again fkofilee for you advice

 

I have just drafted this letter of complaint to Harlands/CRS and want to check I have covered everything. I will send it recorded delivery and include each of our personal details and signatures. Does this sound ok?? Also is there anyone specific that I need to address it to??

 

 

Dear Harlands/CRS,

 

I refer to recent text messages from CRS to my daughter asking that she contact them. Do not contact her or me by phone or text message - anything you have to say must be in writing only.

 

Please note our current address as above.

 

We have no desire or need to contact Harlands/CRS. My two daughters and myself were outside the initial membership period when we cancelled in person at the gym – xercise4less Fishponds Bristol on the 4th August 2015. We each cancelled in accordance with their clear instructions and with one month’s notice. Xercise4less are clearly in breach of their own terms and conditions by not ending our contracts as agreed.

 

Despite numerous attempts to try and resolve this issue with the gym in November and December 2015 and also by phone to Harlands the contract for my daughter has clearly still not been cancelled and I am still awaiting the promised confirmation from Nichola at Xerciseless (in December 2015) that she has finally sent through the paperwork for mine!!

 

Accordingly we owe, and will pay you, nothing.

 

I require you to confirm within 14 days of receipt of this letter, and in writing, that any charges ( applied to any of us) are null and void.

 

If I have not received this confirmation at the above address within the time specified then I will be forwarding my complaint to Bristol Trading Standards and the CMA with copies to Watchdog

 

Yours faithfully,

Edited January 24, 2016 by Ria55
Additional info added

[slick132]

Hi Ria,

 

Yup, that looks good to go.

 

Let us know what happens next.

 

[Ria55]

Just to update.

 

I sent letters of complaint to the gym -recorded delivery and Harlands/CRS with an emailed copy to Jon Wright CEO last week. I had an email response from Esther @ Xercise4less head office (within 2 days) with an apology and to advise that she has now cancelled our contracts as of 4th August 2015 and any charges applied have been withdrawn. Result!!

 

Thank you for your help

[fkofilee]

Just to update.

 

I sent letters of complaint to the gym -recorded delivery and Harlands/CRS with an emailed copy to Jon Wright CEO last week. I had an email response from Esther @ Xercise4less head office (within 2 days) with an apology and to advise that she has now cancelled our contracts as of 4th August 2015 and any charges applied have been withdrawn. Result!!

 

Thank you for your help

 

Ria

 

That is wonderful news and so glad that we could be of some help.

 

As we have been of some help, Maybe consider a donation

[slick132]

Hi Ria and thanks for the update.

 

This is excellent news and I hope you're pleased with the result.

 

Any Site Donation you can make will help us be here to assist you and others in the future.