Definately not moving with the times! (Esporta Health Clubs (Guildford))

Member Name: eowyn3066

Product:	Esporta Health Clubs (Guildford)
Date:	04/06/09 (106 review reads)
Rating:

Advantages: lovely facilities - no complaints there

Disadvantages: Rigid notice period no matter what your circumstances, hard arm tactics!

I have been an off peak member of Esporta Guildford for 3 years. I normally go on Monday, Wednesday and Friday mornings after school drop off. In terms of the facilities it is without doubt second to none in the Guildford area.

There are already reviews on here extolling the virtues of the various different areas of the club, so I won't bother repeating them here.

My main reason for reviewing will become very clear. Firstly I will say that up until recently I have enjoyed all aspects of the club with few complaints. The cleaning could do with being a little more regular. The manager could do with actively approaching members to ask their views rather than waiting for them to contact him - although a new manager started last week, so far it looks as though he will take a more active approach, so watch this space on that one!

My issue sprung up as a sign of our current times. My husband was made redundant and with money in short supply we started looking at our outgoings with a view to making some very drastic cut backs. Obviously my luxury gym membership at £60 pcm off peak was top of the list of things to go. I wouldn't have considered cancelling my membership unless this had happened.

Imagine my horror when on checking my contract I discovered that the notice period was not the usual one month but three! And to top that you can only give in your notice on the first of the month, if you hand it in half way through they carry it on to the next month! So having handed my notice in on 3rd May (yes that's right only 3 days late!) my notice period only actually started on 1st June and won't end until 1st September!

Now you could say that this was my own error for not checking the contract and you would be very correct in saying so. But my gripe does not end there.

I went onto the Esporta website and low and behold they are offering new members who have been made redundant reduced membership fees, in their own words and I quote "at very advantageous membership rates" .

So I thought hang on, I have been a member for 3 years, I have supported them, always paid my fees on time, never bounced a payment, recommended them, turned up regularly, bought coffees in their coffee shop, met friends for lunch etc. etc. etc.

So I figured that in my time of need they would support me back! Whoa, what a mistake that was. The reduced fees are "only for new members", I was told. Why is that I asked, "because that's the offer" was the reply! Very helpful, thanks a lot!

My next question, in view of my change in circumstances can you reduce the amount of notice. "NO!" (Short and to the point!!) Why not I asked? "Because it's our policy that we don't reduce the notice period for anyone", came the at this point not unexpected reply! Very democratic I am sure, but in the current ecomomic climate when clubs such as Esporta are losing members hand over fist as people tighten their belts, not very longsighted of them in my view!

I had the above conversation twice, with the head office membership team over the phone and with the old club manager in person. The club manager did actually go one better, with the incredibly insulting comment "I suggest you come to the club more often and make the most of your membership in your last three months". Anyone who is currently suffering from redundancy as we are, will understand that comments like this are patronising in the extreme. What do I care about my gym membership when I am struggling to pay my mortgage and feed and cloth my kids!?

To add more insult to injury, he then suggested that I didn't try to just cancel my direct debit (I hadn't even suggested that I was going to), as Esporta's policy was to immediately hand over non payers to a debt collection agency who would then send round the baliffs! Nice touch! What did actually happen to customer service? Oh sorry my mistake, that's only for the new members & members who stay and have no complaints!

So imagine my surprise when last week I received a letter from them asking for me to arrange an exit interview with the new manager! Great I thought, I will do a little research first.

I duly phoned up every club in the Guildford area, under the guise of writing a piece about the effect of the current recession on luxuries such as gym membership, how many members they were losing due to financial reasons (lost job, reduced wages, reduced working hours etc). I then asked them about their notice periods, and if they made concessions to those members who through no fault of their own found themselves having to cancel their memberships due to redundancy.

Sneaky you may say, but very very enlightening! Having spoken to clubs such as David Lloyd, LA Fitness, Fitness First, local council run sites the response was amazing.

EVERY single one will look at the individuals personal circumstances. All said they would waive the notice period or in the case of David Lloyd dramatically reduce it. Many said they would also offer to reduce the monthly cost on a short term basis to keep the member. Not one said they would keep a member suffering financial hardship locked into a 3 month notice period chasing them with baliffs if they failed to pay!

So fully armed with my research I headed into my meeting with the manager yesterday! What lovely man! For a start he has only just returned to work after a period of redundancy, and he has two small children, so already there was considerably more empathy that the previous manager, a very young single man with no mortgage, no kids, no worries!

I detailed my findings to him, told him about the Esporta offer on line for redundant new members (news to him!). I explained how shortsighted I felt they were being. My original intention had been to re-join when we got back on our feet. Would I re-join now - you have got to be kidding me!

I laid out how I felt members in my circumstances should be dealt with,
a) Offering current members a reduced membership fee for 6 months.
b) If they can't afford that, then let them instantly terminate their membership with no penalties.
c) Give them the option to return within 12 months without paying a new joining fee.
d) WITH RESPECT!!!!

In fairness to him he was understanding, however, did my meeting get me anywhere - Nope, nowhere at all.

Would I rejoin - what do you think?
Would I recommend Esporta to anyone else - I think you can guess my reply!!

Summary: Beware be very aware!