Joined the gym, was a member for two years. I referred 5 new members to the club and paid my membership in full. You could say i was a great customer.
I had to move to a new location and cancelled the membership via text in the agreed time. I was later informed that the text message was to cancel receiving text messages from them, not to cancel the renewal. Word of advice to the marketing department, if you dont want to mislead customers may i suggest that you dont send texts near renewal date, called renewal notice and include the word cancel.
Anyway, despite my pleas to cancel the £70 i owe them due to the misunderstanding the Regional Director said sent me a personal letter that was lovely. You can tell he understood the situation when he told me to "refer to T&C's" and go onto the "Members Lounge FAQ's". When a customer is upset surely the worst thing you can do is issue a canned letter asking them to refer to t&c's.
Anyway they have lost my future custom now all for the sake of £70, which they will not get from me anyway. Absolute shocking customer service. It would have cost them more than £70 to deal with the letters and emails i sent. I certainly will not being wasting anymore time dealing with them and can only encourage other people to stay away. Perhaps try Total Fitness which is much better at dealing with its customers. It wont be long before David Lloyd has no customers and wonders why.
One day I was told I'm no longer able to use the gym because the promotional offer I signed up under expired. Despite not being allowed in the gym, David Lloyd tried to charge me for 3 additional months and harassed me with daily emails, letters and phone calls about outstanding bills - all this while not allowing me to use the facilities!
It took nearly half a year for them to accept they are at fault and I never received the refund for the few weeks I overpaid.
Check VERY carefully if you ever want to leave David Lloyd - I had an experience where I phoned to check the date I could leave. I did the right thing and served my notice only to be told I actually needed to give 2 more months notice.
Terrible customer service, terrible follow up from the Club Manager.
Stay well clear of this company for the Gym and find another gym that is much more fair to its customers and even people wanting to leave.
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