Complaint Rating:

Company information:
Fitness First Menara Axis
United States

I joined Fitness First in March 2009, one of my main stipulations when joining was that there was no penalty to leave and not commited for a period of time in case my health condition. When this did actually happen in 28 oct 2009, I phoned Fitness First Menara Axis to ask to cancel my membership and direct debit. I was told that I was tied in for 12 months and this was disclosed on my contract. I protested on the grounds that I have never received my contract.


I decided to write to NCCC and outline the situation as a formal complaint. I contacted the outlet manager named Kenneth and he told me told I couldn’t cancel my membership without paying penalty of RM 465. I declared that I would be cancelling my membership due to my foot’s tendon just did surgery and my orthopaedic doctor adviced me and issued a letter stated that i need to rest at home for 2 months and not to do heavy exercise for next 6 months, meant 8 months can’t work out gym. But they said management still required me to pay the penalty according to the contract i signed.

I did sign a document in the gym to join the club membership, as I remember sales person din not menion to me that i need to commit to the membership of 12 months. Then now only they tell me that i couldn’t cancel it without paying penalty and has really annoyed me! The sales people – called Calvin ( Indian guy ) used his tactics to make me sign the contract, often lying...


The contract won’t lets me cancel within the first twelve months on medical grounds, and even then i have a doctors note to say im unable to train for a period of eight months . Other than cancel, the outlet manager adviced me can 'freeze' my membership...this entails still paying the 20% fees of RM 170 or transfering my membership to another person.


And another issue is i would like to claim back the bodyfirst training which is money back guarantee if dissatisfaction. When i signed up the club, the sales person convinced me to taking the bodyfirst training and i can claim back my training fees of RM 149 after the training. The only condition to claim back the money is i must complete the training of 3 course within 14 days. But i did fill up the money guarantee back form on May 2009, but no news about the money return back. I check with the receptionist for so many time but no response also. I also left message that ask them to call me back but nobody call me back after that. I felt disappointed for the illresponsible and bad customer service.

Any advice from here would be appreciated, I have not used the gym since oct and I would like to reclaim approx RM170 for oct I have paid since my leg injured when the accident happen on early of Oct.