I was a happy if occasional attendee; in truth, I didnt go nearly enough and probably went only 5 or 10 times (work was a little busy at the time..but i digress).
Last May or so, I moved away from London (Tower) Bridge. Giving the gym 30 days notice, both in person and by email. I was assured all was OK.
When they called me (3 times) informing me of special events, I explained I was no longer a member. I even had sales calls asking me to rejoin, but I explained I no longer lived there.
No mention was given of a problem; indeed, why would there be?
May 2010, 9 months+ later I get a call from a debt collection agency demanding 2 months arrears subscription. Now, call me old fashioned, but I’m really f***ed off. Assured that it was not a mistake and that “we will pursue you in court as it is up to you to prove to us that you told us you gave notice”, I have gone from a recommender and happy customer of 37 degrees, whom I gave nearly £2,000 (mostly clear profit as I rarely went to the gym), to someone who will forever recommend they are avoided.
- I’ve tweeted about thirtyseven degrees
- and now posted on their burgeoning Facebook group (8 members, including me) here http://www.facebook.com/group.php?gid=2444407885#!/group.php?gid=2444407885
- And just to make it REALLY easy for them, I’ve even emailed them a link to this post about why not to join thirtyseven degrees gyms
Lets see how long it takes to respond and what they do, if anything, about it.
..perhaps they should have read my post last year on awesome customer service.
UDPATE – 3 weeks later, no reply anywhere
All I get is threatening phone calls from ARC Ltd (5 so far) a threatening letter from Trevor Munn the solicitor and a deadline to have a CCJ issued.
I must say I’m not the only one who feels cheated, http://www.london-se1.co.uk/forum/read/1/55833/page=16
Aside from my personal woes, this is a tragic #fail on brand management nor enagement. A quick look at their Facebook Fan page, shows not only 9 people, but entirely no response or engagement. Seriously, any brands reading this, you’re better off NOT setting up a page to start with than setting it up and ignoring the supposed “fans” on your group!
I’m going to try one more email direct to the gym, possibly to the Director Marketing, and then I guess I’ll see them in court! Had a bad experience? Feel free to add to this blog post with your comments below!