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“The worst customer service I have EVER experienced”

Written on: 16/04/2013

I was a member of LA fitness until recently, when I had reason to be unhappy about a change they had brought in regarding children's swimming charges. What the charges meant in real terms to me was a hike of £24 per month on top of my £40 per month membership.

I tried to explain to the manager at the club that the charges had the effect of making my membership financially unviable. I was quite rudely told to either pay it or not come in, they didn't make the rules, head office did. I requested the manager (why do they call them that if head office make the rules - what do they manage exactly?) ask head office to contact me to discuss it otherwise I would be cancelling my membership.

Needless to say, no-one contacted me until I cancelled the direct debit which led to numerous increasingly nasty letters. I kept phoning head office but could only get to speak to people who could not resolve my problem, and who actually point blank refused my request to be put through to a manager to discuss whether they thought it was fair to hold me to a contract under these circumstances.

I promised the absolutely painfully ineffective "customer service" that I will exploit any opportunity to express my disgust with LA Fitness to anybody who will listen. I think they are truly, truly appalling.

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