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La Fitness Aka Dragons / poor customer treatment

1 United States

I wonder if someone can help me...

My name is Emma Lait and I was a member of LA fitness (previously known as Dragons) in Northwood, Middlesex.

I became pregnant in Feb 2006 and was diagnosed with pre eclampsia which is a medical condition in pregnancy that causes swelling and high blood pressure. I was unable to attend the gym due to this so I contacted them and advised them of my situation and asked if I could put my membership on hold. I was advised I could do this and that my Direct Debit would be put on hold and all I had to do was call when I was able to go back to the Gym and it would be reinstated.

In November I had my son and In January I contacted the Gym to reinstate my direct debit, only to be told that it was never put on hold and I had been paying the 㿮.00 every month. I was very annoyed and explained my situation and what I was told when I originally rang... the lady I spoke to was very rude and was extremely unhelpful. I then cancelled my direct debit as I was so frustrated. I started receiving letters asking for payment and asking me to reinstate my direct debit immediately. I contacted the head office and went through the whole thing again with the agent on the phone and I was told it would be looked into. I then started receiving letters and phone calls from a debt collection agency demanding payment.

I sent several letters to head office and then eventually I received a letter advising my complaint was being looked into.

This has now been going on since January of this year and I am still no closer to receiving a refund for the 10 months payments I paid. I have been dealing with Tony Sugden and Michelle Carney since the beginning of July (this is when my complaint was FINALLY looked at). They have both openly told me that they have requested a refund for me but the "directors" who they have emailed have not responded to them. Tony is now off sick and Michelle will not return my calls. They requested I send medical proof of my pre eclampsia, which I did and which cost me $10.00.

I received a letter also advising I would have to go to court if I did not pay my arrears! I called again and explained my situation AGAIN and the letters from debt collection agencies and courts have now stopped but I am still no closer to receiving a refund.

I am sure you can appreciate how frustrated I am and completely disappointed with the service I have received. I feel I should receive a full refund of the 10 payments that were taken from my account when I was told by LA Fitness that this would not happen. I also want full compensation for the lack of service I have received, for the rudeness I have experienced on the phone. The lack of communication between myself and ALL staff and for the stress that I have been put under. I have a 10 month old baby and since he was 2 months old I have been trying to get this sorted and my money back. Instead I have received threatening letters and phonecalls demanding money, I have been spoken to very badly and have been treated very poorly.

Many thanks
Emma Lait

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