Complaintsfor30 Minute Hit - Halifax

• Initial Complaint

  16/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a member ship to this gym for over 3 years. I bought membership on a 3 year contract - 1 year into the membership my back injury was inflamed and I now have dropped foot. I am unable to use the gym. I also have ptsd from military service and lost all feeling in body due to a trauma that occurred in uk in 2017. I have notified the business and they stated that I was signed into a 3 year contract that I was obligated to pay. I have completed that term. I have notified the business online - I have called the business and they refuse to cancel my membership unless I return in person. We are in a global pandemic my husband is on oxygen and I have dropped foot and back injury and I am unable to get into the gym nor do I want to go in during a pandemic. They continue to refuse to cancel my membership. I have not used their facility in more then 3 years and they continue to charge me $50 a month. I have recently put a stop payment on the charge abs notified them abs they again told me the are offering me to stay on for 19$ a month abs refuse to address or cancel my membership telling me that I have to attend in person to cancel. I would like the membership canceled —- I would love my money back for the last year mininmum but I really don’t care at this point. I just want the membership to be canceled. Thank you

  Business response

  17/12/2021

  This member was able to cancel their membership in August 2019. Since that date, we have spoken on the phone and sent several emails explaining that the cancellation process involves coming into the gym to sign a form.

  
  We were not able to cancel memberships while we were in lockdown and also did not charge members during the time we were not operating. During that period, when members reached out to let us know about health concerns associated with COVID, we placed their account on hold until their situation changed. When we were able to open again, we did so safely with approved COVID protocols in place and passed all the provincial safety inspections. For members that told us that they still had concerns, we made appointments outside of our regular operating hours so that they could make changes to their accounts in person. At no time did this member make us aware of any concerns about coming into the location because of COVID.

  
  This member made us aware that they had concerns about COVID yesterday and as a result, permission from Head Office was granted to send out an electronic form. The form was sent December 16th at 10.15am and the member was also asked to pay the outstanding dues of $51.75 on the account.

  
  To date, no response has been received.

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