Mijn Klacht:
I am writing to you hoping that you would be able to help me with my problem. Unfortunately, the Basic Fit staff in one of your gyms and the client service that I contacted by email have given me extremely different information in reply to my inquiry.
In February 2016 my husband Ivan Sorensen (312012904) became a member of Basic Fit (Brussels, Madou office).
We paid for the first month (March) to see how it would go but we didn’t want to buy a subscription. When we came to the gym near Madou we made a point that we would sign up ONLY IF no money would be automatically deducted off our bank account on a monthly basis. Nevertheless we were explained by your staff that to sign up we had to introduce the bank card number. That made us uneasy but your staff at reception reassured us that the money WOULD NOT be taken off the account automatically. There were two people working at reception on that day – as one of them was not sure she knew the subscription terms well, she called her colleague, and he confirmed to us that if we decided to continue the subscription, we would have to come and pay via the machine in the gym every month. No money would be taken off our bank card, he guaranteed. That suited us perfectly.
My husband used Basic Fit gym only in March 2016.
In August, we noticed that you had been charging us for the monthly subscription to the gym since March 2016. The money has been deducted off my account up to now.
On September 1, I went to the gym where we had signed up to stop the subscription. I explained the situation to the receptionist and he blocked our Basic Fit card stopping the subscription. He said the subscription was stopped but I had to contact the client service to get my reimbursement for the months when Basic Fit services were not used.
Following his advice, I sent an e-mail to the client service and got a reply that shocked us profoundly. Not only could we not claim the reimbursement, but I also had to pay for the services that we are not using until November, 1!
It may have escaped the attention of the staff in your client service that it was only due to the wrong information given by Basic Fit staff that we signed up in the first place. It was based on this wrong information that we trusted and never checked that we were being deducted continuously and could not react. At first, TWO receptionists promised us that no monthly charges would be automatically deducted from our bank card and helped us to get registered explaining that we would have to come and pay for the coming months OURSELVES, and then another receptionist agreed to stop our subscription by blocking the card without even notifying us that we would have to pay for the following 2 months anyway!
The one month was nice but with a baby and now with another one on the way we wanted to try the gym before committing ourselves to continue. Without our knowledge we are being told we are. We kindly ask you to correct the mistake and reimburse us as soon as possible. My husband is a trained lawyer and a journalist and we take good care of this sort of things and it has never happened to us before. The information provided by your kind people in the training centres is different to that of your accounting department. We hope you personally will intervene and correct this situation.
Therefore we are writing to you to help us solve the problem that arose not due to us. We hope for your understanding and fast resolution of this problem.
Gewenste Oplossing:
I would like to get reimbursement for the services I have not used because the receptionists promised there would be no abonement if I sign up.
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