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“Disgraceful management and customer service at Farnham”

Written on: 11/05/2013

Beware of this gym if you are planning pregnancy or fall pregnant and can't exercise... They will not make any allowances and ignore the clauses of the contract that you can apply, instead their line is they will only allow you to suspend your membership for up to 9 months but you have to continue to pay 25% of the monthly fee...for what exactly?! The suspension provision doesn't say it applies to pregnancy. They take at least three weeks to respond, are too busy to have a meeting or see you when in reception, ignore calls and manage by bullying as they then set credit collections company on you when you cancel direct debit as your not getting anywhere. They are quick to chase money but have no customer service and delay every response, when you get a response they don't even answer the questions. They have absolutely no regard for you being pregnant and their complete incompetence and ignorance at communication is shocking. Even escalating to head office you get ignored. They will try and get as much money as they can but seek legal advice straight away. When i requested the terms and conditions they only supplied some extra clauses they got me to sign on another sheet of paper but there are small print terms and conditions which are also on the back of the signed membership form and I luckily managed to find at home which had the medical condition/ redundancy clause allowing termination if you cant exercise and a doctors note is supplied by giving one full months notice.
The management at Farnham and head office lack customer service and will try and get as much money as they can even though your not using the facilities!! No wonder they are struggling to get members as they can't treat existing ones properly particularly when paying premium gym rates.
I have never come across such appalling management by ignorance and would never recommend or join David Lloyd again!

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