To: Manager/Jerry Yang
I am a member of the Shanghai California Fitness and I was told you are the boss of both clubs.
I am writing to you because the manager of the Shanghai location called today to discuss the renewal of my foot locker rental. I have been a member for three years and each time I have renewed I have been given additional 3 months onto my gym membership, but when I renew my footlocker, I am not given the same three months which now leaves space/months between the footlocker and gym membership renewal.
Last year I had this same conversation regarding the footlocker renewal with the then manager who finally charged me as if I was renewing at the same time as my gym membership which was 700 RMB. He understood that it would have been impossible to renew at the same time as my membership, due to the additional months given to me. In turn, I renewed my gym membership when it was time to do so and was again given 3 months extra on my contract.
Now here we are again this year where I'm having the same discussion with another manager who refuses to understand the problem or find a solution for it, as I have renewed my Gym membership twice there it is now a 6 month gap between that renewal and my footlocker rental renewal.
Instead he told me I can accept the higher charge of 900 RMB or by next Friday my lock will be cut off the locker, he was very short and disrespectful during our conversation. I am very upset and can't understand how a club manager can speak with a customer like this and not understand the problem and try and find a solution rather than penalize me for the difference in the renewal dates, which has actually been caused by the clubs inconsistent approach.
Because of this, I will not renew my locker and, at the end of my current gym contract, I will not renew that again and I will discuss this change of attitude at California Fitness in Shanghai with my friends and colleagues. There are a lot of good gyms nearer to me, in fact one large one has just remodeled and is offering very good contracts. I chose California Fitness for one reason, because of the previously good customer service and the ability to respect and understand the clients, but now I see you don't have that anymore.
Upset Customer
Mary Mitchell/[protected]
