I have been a member since 2008. On several occasions I have tried to cancel my membership for various reasons, life changes, loss of job, lack of use etc. This club (pre-COVID) requires you to physically go into a location to cancel. This is so that they can pressure you into keeping your membership face to face by offering holds etc. I have taken them up on those offers a few times in hopes of recovering and being able to resume my membership.
In October or September of 2021 I contacted the club that I was a member at and let them know that I was not interested in keeping my membership any longer and that I would not be going into a facility due to COVID restrictions and out of concern for my own health and safety. Once again they were extremely willing to help and offered to put my membership on hold due to the COVID issues. I took them up on their offer again because I was hoping things would get back to normal eventually. On that phone call they told me that they understood the uncertainness and that they were handling all concerns via phone. Unfortunately, things have not gotten back to normal yet and even further I have lost my employment due to COVID since then. I noticed my membership resumed on February 1, 2021 when a charge was made to my card thus jogging my memory that this was still in place and had resumed. I then called on 2/28/2021 to cancel the membership and was told that the membership would be cancelled. I clarified that my bank account would not be charged again due to the cancellation and they stated that it WOULD be because they require a 30 day notice. I let them know that was unacceptable as I had tried to cancel months ago but was offered a no-charge hold and that I was revoking authorization for any further charges. The gentleman told me he did not have the power to refund or change anything but transferred me to the "corporate member relations" department to discuss options further. The voice mail system stated that they were returning phone calls due to reduced people in the office because of COVID restrictions. I left a voicemail explaining my situation and also stated I was revoking authorization for any charges to my bank account.
I then noticed a charge had gone through on 3/1/2021, understanding that the charge might not have been stopped due to systems timing, which I completely understood, I called the corporate member relations department on 3/4/2021 as I had not received a call back and asked for a refund. I was connected with a VERY rude, unempathetic and unhelpful individual with this department who NOT only refused to issue a refund but then ALSO let me know that my membership was NOT cancelled because I didn't fill out some sort of link or go into the club to cancel. I explained to her that no one said anything about a link nor was I told I needed to go into a club when I called. She then told me she would send me the link but then quickly stated that the membership would terminate 30 days from the date of the form being completed. Convenient now that it's 4 days into the new month and 4 days past the monthly fee. I let her know that was unacceptable because the person I spoke to on the 28th made no mention of this and she basically said "too bad"
I am appalled by these practices and feel they are unethical and designed to psychologically trap people. COVID has caused many issues people were not prepared for and I would think that a club that charges quite a bit for it's membership would be willing to be a little more courteous to it's members.