Danger-Stay Away From Gym Company Musgrave

Terrible service at Gym Company Musgrave. I joined this facility on 28/12/2019 by one of your sales consultants by the name of Mndeni Gcabashe. I was given excellent service and also referred him some potential clients on the basis of his professionalism.

I have been using this facility and enjoying the facility as a whole until I decided to change my normal routine and gym twice a day. In the mornings I would train at Gym Company Musgrave and evening session would be done at Gym Company Umlazi for convenience.

This has been my routine and had no issues at all. Until I changed my routine and only had my evening sessions at Gym Company Umlazi for the past 3 months.

Yesterday when I decided to go for a morning session at Gym Company Musgrave, all hell broke lose. When I scanned my 8 month old disc, another person details appeared on the screen. I am Lwazi Dube and the other person's details that appeared is Nomfundo.

I explained to the receptionists on duty that I am not aware of this and have been coming here for over 6 months with no problems. Then she let me in and said I must come back at 8am when your admin department is open.

I then decided to come back on my lunch break and again no active contract appeared on my ID number, cell phone number or even account number. But the 8 month disc I have reflected Nomfundo.

I then was asked by Thandi to come back with proof of deduction in the form of a bankstatement and I told them I am only prepared to email as I have other commitments. I emailed proof of deduction and you could see that an amount of R299 is being deducted on a monthly basis. Thandi then told me that they will need to view my gym application form against Thandi's gym application form and this will be done on 15/8/2019.

To make her life easier I told her that I will email her a copy immediately in the morning to '***' which I did at 09:48am but did not receive any response.

I sent another follow up email at 12:40pm but again no response. I then extended my mode of communication by picking up the phone and calling. Your receptionist on duty was Noxolo and all she said to me that Thandi is on lunch can you call at 14:30pm. She didn't even offer to take a message I had to ask to leave a message which I did. I called again at 14:40pm and was told that Thandi stepped out can I call after 5 min. I told the receptionist on duty that I had already left a message did Thandi not get it. She responded "well I was not here so you must leave another one."

I then decided to go to the facility myself and again asked to speak to Thandi. The receptionist on duty called Thandi and said my name and she automatically knew what I was there for that is how famous I have become at your facility. She then went told me that Zama will help you when she is done with the member.

I waited my turn and asked Zama since you are delegated to assist me I am sure you know what I am here for. Zama was blank and I told her, please ask Thandi what I am here for. She went to the back and came back and told me that Thandi said your documents has been sent to head office and she will get back to me once the matter is resolved. All I could say was " Wow" and I asked Zama how will I access the facility with a disc that has someone elses identity but deducting from my personal banking account. She responded, Thandi said we will open for you don't worry.

I would like to say that I feel like I am being treated like a mere R299 which is money or profit to your business. My whole experience at your Musgrave branch is unacceptable and the mere fact that Thandi can not even respond to my emails or give me a courtesy call and give me feedback on what she has done to try and resolve my matter. Thandi can not even get out of her office and speak to me in person shows the level of respect she has for me as a gym member and interest she has in resolving my matter. The fact that she can not even respond to my emails or phone calls shows that there are other important things which are of higher priority than mine to attend to.

This is really depressing the way your branch in Musgrave is being run and is not professional at all. The people you employed in the front line signed a contract to live and uphold the company values and render professional customer service to gym members and that is not being done.

I guess you need to reiterate that without loyal gym members like myself they would not have the employment opportunity they have and live the lives that they do. If that can be emphasized again and again in your meetings I am sure your sales will sky rocket because they will pride themselves in what they do and not only come to work to be salary earners, but come to work to be industry game changers.

I hope this matter will be treated with the most urgency possible and I will be given an explanation of what had happened and how I am not on the system but another persons gym membership being deducted from my personal account.

Lwazi Dube