Poor Customer Treatment
<p>On Satuday the 28th January, i went to the gym in Flora Centre, to my surprise, when i got there, the gym was closed. They are supposed to start operating from 06h00 on Saturdays, however, i waited from 06h00 to 06h50, still there was no sign of any staff member, till i decided to leave. This was not happening for the first time and usually no one from the Gym's Management bothers to provide feedback to us paying customers. I went back the next morning, this time they were opened on time, i spoke to the lady at reception and she told me the eason for the previous day's incident was her late coming due to the taxis, she said this in a very casual, almost oblivous to the impact her late coming had on us. I think as paying customers, we deserve much better treatment than we are getting at the moment. The management of this company needs a wake up call before they lose their customers to more well-run, professional set ups.</p>
Subsequent to my experience on the weekend, i went to their offices on Tuesday afternoon, to try and either get them to downgrade my membership or cancel it, to say that their Branch Manager by the name of J**** De Lange is ****y, that would be an understatment, i'm going to post my official query below, followed by his response.
This was my email to him
"
To whom it may concern
Am a gym member that is on a R200 membership which is not benefiting me in any shape or form. No sought to downgrade, went to your office and spoke to Mandla, he told me I can't downgrade without bringing 3 new members plus a fee? I asked him to cancel but he told me told me about a cancellation fee which was in the region of 2k? With all due respect all these policies do not make sense to me, what recourse do I have as a paying customer? I have never skipped a payment yet my life is being made difficult. I need to know why I should pay double what the general members are paying, especially given the poor service that we are subjected to by Gym Company, half the time the weekend staff is always late, just this past Saturday most of us had to turn back cause by 06:50 the gym was still closed , please help sort this issue out for me as soon as possible, I need a downgrade as soon as possible. My ID number is *************, ME Monareng. My number is ********** 563.
Sent from my iPhone
And his response.....
"
Mr. Monareng
Unfortunately, Mandla did exactly what he is trained to do as per your message as he provided you with all the correct information, company policies and procedures.
The only excuse I can provide you applicable to your situation is; we called Gym Company, not Jimmy's Gym and we make our living from selling gym memebrships for either R99, R199 and R299.
You chose the R199 option as per your contract with the company. To make changes to this contract labor, adminstration and profitability of your contract must be accounted for.
Now as a man that can afford an IPhone, I fully understand R199 a month might be to much to pay therefore, we set forth certain terms and conditions to make ammendments to this agrrements you signed for.
So please follow Mandla's instructions to the letter as this will not change under any circumstances"
Kind Regards
J**** de Lange - H.Dip (Bus. Man.), N.Dip (E.Sci)
Branch Manager
Gym Company™ , Roodepoort
Subsequent to my experience on the weekend, i went to their offices on Tuesday afternoon, to try and either get them to downgrade my membership or cancel it, to say that their Branch Manager by the name of J**** De Lange is ****y, that would be an understatment, i'm going to post my official query below, followed by his response.
This was my email to him
"
To whom it may concern
Am a gym member that is on a R200 membership which is not benefiting me in any shape or form. No sought to downgrade, went to your office and spoke to Mandla, he told me I can't downgrade without bringing 3 new members plus a fee? I asked him to cancel but he told me told me about a cancellation fee which was in the region of 2k? With all due respect all these policies do not make sense to me, what recourse do I have as a paying customer? I have never skipped a payment yet my life is being made difficult. I need to know why I should pay double what the general members are paying, especially given the poor service that we are subjected to by Gym Company, half the time the weekend staff is always late, just this past Saturday most of us had to turn back cause by 06:50 the gym was still closed , please help sort this issue out for me as soon as possible, I need a downgrade as soon as possible. My ID number is *************, ME Monareng. My number is ********** 563.
Sent from my iPhone
And his response.....
"
Mr. Monareng
Unfortunately, Mandla did exactly what he is trained to do as per your message as he provided you with all the correct information, company policies and procedures.
The only excuse I can provide you applicable to your situation is; we called Gym Company, not Jimmy's Gym and we make our living from selling gym memebrships for either R99, R199 and R299.
You chose the R199 option as per your contract with the company. To make changes to this contract labor, adminstration and profitability of your contract must be accounted for.
Now as a man that can afford an IPhone, I fully understand R199 a month might be to much to pay therefore, we set forth certain terms and conditions to make ammendments to this agrrements you signed for.
So please follow Mandla's instructions to the letter as this will not change under any circumstances"
Kind Regards
J**** de Lange - H.Dip (Bus. Man.), N.Dip (E.Sci)
Branch Manager
Gym Company™ , Roodepoort