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★☆☆☆☆

“How does DW sleep at night? DW Fitness is incompetent.”

written by ebCompton227 on 31/05/2016

If you join DW for classes be warned: bookings are open 7 days ahead at 0800 and because of the high demand for popular classes the website regularly has hiccups and crashes leaving you wondering why you are getting nowhere. Then the system restarts and by the time you have booked back in all the places have gone. Of course DW HQ and marketing will tell you that you can book by phone to your club. We have have tried this and were told the systems was down for them as well!

Then if you get into a class there is often no checking of numbers in the class and people who do not book creep in at the last minute and nothing in said. Thus a class supposedly of 20 becomes 24.

We tried to contact DW Fitness using the help and support contact box on their web site but never got a reply. Then DW Fitness messed up our direct debits and we paid cash to settle the balance and then re-authorised a new direct debit. We were asked to pay cash again for the following month as the system would not have been updated to accept the new direct debit. Predictably we paid the next month only to find that DW had taken out the same amount by direct debit.

Fed up with this we wanted to cancel and the found the only way to do this was by phone. Like others there was a long wait every time we tried before eventually getting through. There is no email confirmation from DW that you have called and after cancelling our direct debit we started to get emails asking us to pay and there was no reference to our cancellation. The tone of the emails became more threatening and we contacted the local club as requested but were told they could not do anything except money. Towards the end of the month we were threatened with an admin fee and referral to a debt collection company(ARC). We then went and spoke to the manager who confirmed there was a record of us calling but it was a very one sided view and that we had refused to call the club to book classes despite explaining all the problems and the lady at HQ agreeing that day there had been lots of complaints about the system. He contacted DW Fitness HQ to sort things out and got an email stating that we owed money plus had been given a free month because the system had failed to show our cash payment! ( luckily we still have the receipt)

Having read about the incompetence and threats and bullying from DW Fitness on this site and experiencing this ourselves we decided to cut our losses and went back to manager. We paid the last monthly fee and got an email from him confirming that we had completely settled and closed our membership.

In summary. DW Fitness is incompetent does not bother about customer service and bullys members rather than listens. Hope others read this before joining and let DW Fitness suffer from lack of new members.

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