Buzz
During the coronavirus shutdown, many gyms have taken a cue from other industries by easing their payment policies. With the gym closed, it’s understandable that you might not want to continue paying, especially if you can’t make use of the facilities or lack the funds to do so.
Your gym might have already reached out with options like freezing your membership or canceling it altogether. But what happens if they haven’t? What can you do if customer service is unavailable, or if your requests for a resolution have been ignored?
“We’re receiving a large number of complaints from gym members who are facing cancellation issues,” said Max Kornblith, cofounder and head of growth at FairShake. The platform assists customers in resolving disputes with large corporations that require cases to go to arbitration. “This is an unusually high volume, and it’s currently one of the most common sectors generating complaints.”
This is a situation no one wants to deal with right now. If you’re a member of a small or independent gym, and if it’s possible, you may want to continue paying your membership. But for the large gym chains, you have more flexibility and options available to you.
Examine your contract
Your initial step should be to locate the contract you signed to understand your rights. “In some cases, gyms might face class action lawsuits,” said Teel Lidow, cofounder and CEO of FairShake. “Other times, you can pursue small claims court or arbitration... These processes can be intimidating. However, simply knowing your rights is often enough to prompt a company to take action.”
If you haven’t already, check your gym’s website and social media profiles for any announcements that may support your efforts to adjust your membership. You could also find other gym members experiencing similar challenges or receive helpful advice on how to navigate the situation.
Reach out to customer service
Once you're clear on the conditions, start working with your gym. Ted Rossman, an industry analyst at CreditCards.com, suggests keeping a record of your attempts, whether it’s digitally (save those emails!) or physically (if you send a letter, make sure it’s certified and you retain proof of delivery).
Don’t skip this step if your gym isn’t responding and you're feeling frustrated. Any further actions you take may need to show that you made an effort to contact the gym.
Consider filing a dispute
If your gym isn’t responding, you might want to file a dispute with your credit card company. “It’s helpful to provide details like your attempts to resolve the issue yourself and any supporting evidence,” Rossman advises. If you’re in a stay-at-home area, be sure to mention that.
“If you can demonstrate that you made an effort to resolve the issue on your own and are being charged for a service that’s not being provided, there’s a strong chance the card company will refund you,” Rossman says. While your success may depend on your contract’s terms, it’s still worth pursuing, he adds.
Bring in some extra help
If you're struggling to get a refund by disputing the charge, online platforms might assist you. Services like Trim and Truebill can help you cancel recurring payments, though the results may vary. FairShake's platform lets you submit your details to create a legal notice and initiate a claim against your gym, especially if they require arbitration to resolve disputes.
Before engaging any service to help you reclaim your money or cancel your contract, be aware of potential fees. For example, FairShake takes a 20% commission on any refunded amount.
