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Klacht: Client service not responding and subscription extended for no reason

cmcmcm op 16 juli 2020 over Basic Fit in de categorie Sportclub/-school

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✅ Klacht opgelost op 17 juli 2020
Reactie van het bedrijf:

Dear Cristina, Thank you for making your complaint known, we really appreciate this. Based on your compensation choice 'freeze', your membership has been extended to the end date 4/16/2021. On this basis you will be compensated for the period that...

Bedrijf Basic Fit
Categorie Sportclub/-school
Status Opgelost
Datum 16 juli 2020

Een klant van Basic Fit heeft geklaagd over een onterecht verlengde abonnementsperiode tot april 2021, terwijl het contract eindigde in december 2020. De klant heeft geprobeerd contact op te nemen met de klantenservice via e-mail, maar ontving geen adequate reactie. Daarnaast wijst de klant op zijn gezondheidsproblemen en de behoefte aan de mogelijkheid om het abonnement tijdelijk te bevriezen in plaats van te verlengen.

Mijn Klacht:

My contract of one year subscription has end date December 2020. Now in the website I see they have extended it to April 2021 for no reason. Also, I tried to contact them through email (only option) at client service and I never got a proper reply.
Contracts cannot be extended even if they had to close due to Coronavirus.
Furthermore, I have a health condition and wont be able to atend the gym due to Coronavirus. How the contract can be ended now? The clubs should offer the option to froze the subscription until the next time the person attends the gym after the reopening. This is how gyms function in other countries after the Lockdowns.

Gewenste Oplossing:

Explanation on how to stop subscription asap, even if there is a penalization for termination. The website does not give such an option.

Bericht van Robin van Klacht.nl

6 jaren geleden - Deze klacht is zojuist door Basic Fit in behandeling genomen

Bericht van Robin van Klacht.nl

6 jaren geleden - We hebben bericht ontvangen dat Basic Fit een oplossing geplaatst heeft bij deze klacht

Basic Fit

Heeft op 17 juli 2020 om 08:58 geantwoord

Geboden Oplossing:

Dear Cristina,

Thank you for making your complaint known, we really appreciate this.

Based on your compensation choice 'freeze', your membership has been extended to the end date 4/16/2021. On this basis you will be compensated for the period that our clubs are closed, you will receive free weeks in return.

If you are unable to exercise for an indefinite period of time, we can cancel your membership with Basic-Fit for medical reasons, even if you have an annual contract. You can send a medical certificate for this. As soon as we have received the certificate, we will terminate your membership on the date of receipt. You will then receive a cancellation ation stating whether there are any issues that we need to arrange with each other such as possible payments.

Are you temporarily unable to use our facilities? Then you can freeze your membership with Basic-Fit. As soon as I have received the medical certificate, I will freeze your membership from the date of receipt until the date stated on the certificate. The freeze costs are € 5,-.

Please let us know if you have any further questions!

Kind regards,
Team Social

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Bron: ConsuWijzer / ACM

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