Canada-Complaints.com » Sports » Complaint / review: THE PAVILION SPORTS CLUB - RIPOFF DOES NOT HONOUR CONTRACTS AND CHARGES CREDIT CARDS AFTER END OF MEMBERSHIP TERM | #18082

THE PAVILION SPORTS CLUB
RIPOFF DOES NOT HONOUR CONTRACTS AND CHARGES CREDIT CARDS AFTER END OF MEMBERSHIP TERM

I would like to make you and others aware, that, when joining, or going to renew a membership at "The Pavilion" health club, that they do not honour their contracts.

I joined the club on Jan. 29, 2006, and prepaid the first year in full. Written on the face of my contract, and agreed to by the manager, Bryan Kennedy, was an agreed renewal price of $49.95 per month. When I went in to renew my membership, Bryan Kennedy would not agree to honour this price, due to their "new budget". When I suggested to him, that obviously his word was "no good", he replied, "I guess in this instance it's not". The fact that it was written right on my contract seemed to not matter to him at all.

I suggest if you are considering joining this club, don't, and beware if you are renewing. I have heard from many people, that they know of others who have had bad experiences in dealing with this club, including, having their credit cards charged after they had cancelled, paying for services not yet received, such as lockers, and generally, not having their concerns dealt with, or phone calls returned.

I have tried to go "above" Bryan Kennedy, and speak to the owners, but the calls are screened, and I've been told that they can't put me through, or the owners would be "getting thousands of calls", unfortunately, the owners are the only ones (so I've been told) that are senior to Bryan. When I insisted on speaking to an owner, they transferred me to their collections department, and that call has still not been returned.

I have enjoyed working-out at this facility, but as many of my associates and I have found out, their customer service is severely deficient, their pricing scale is random, and their contracts are meaningless.

The contact details for the Pavilion are: 130 Racco Parkway, Thornhill, Ontario. L4J 8X9.
Phone # 905-763-8000
Manager= Bryan Kennedy

HERE IS CHRIS GRAVEL'S (SENIOR MGR. OF CLUB) RESPONSE TO MY COMPLAINT... PLEASE NOTE, I NEVER RECEIVED THE EMAIL THAT HE REFERS TO IN HIS ILLITERATE LETTER:

Steve,

If you reread my email I sent you, I told you the Pavilion would not have a problem renewing your membership at the same dollar cost averaged rate.
We are however not changing our position on renewing your membership because of the slanderous email sent to your contact list. The Pavilion does not wish any
further contact with you and demands a cease and assist of any further contact to its owners, operators or any staff involved in the daily operations of the
club. Mr. MotXXXXX you are no longer welcomed at the Pavilion as it is a privilege to be a member here and your actions have violated those rights. It
is unfortunate that you did not contact me before behaving in an unproffessional matter; as this matter would have been resolved.

Yours in Health,

Chris Grave;l

AND HERE IS MY RESPONSE TO CHRIS (NOTE: THEY NOT ONLY WON'T HONOUR MY CONTRACT, BUT REFUSE TO EVEN DEAL WITH IT BECAUSE I COMPLAINED AND TOLD MY FRIENDS ABOUT IT VIA EMAIL):

Chris,

The problem is I never received the email that you keep referring to; please provide it. Secondly, in your response to the BBB, you stated that Bryan offered me a longer term which would have resulted in the same average cost, which is not true, then you say that it was you that offered it to me in the email that was never received; so which one is it?

The only communication that I had prior to my contact with Magi Anava, and your email stating that you would not renew my membership, was with Bryan Kennedy; and as you are probably aware, that did not go to well. He was adamant that the amount of $49.95 would not be honoured, and when asked, $59.95 was his final offer to me. As far as I was concerned, the arrogant attitude displayed by him at that meeting left me with a bad taste, and the conclusion that the Pavilion would not honour a contract made. I said to him, "so obviously your word and this contract is no good", to which he replied, "I guess in this instance that would be correct"; so what is a customer to conclude from that? Despite that, I still wanted to resolve this and renew my membership.

Simply put, I warned my friends, by telling them the truth as to the circumstances that had just occured. If I ate in a bad restaurant, and they didn't rectify the situation, I would tell my friends also, but then again, usually owners and managers of businesses try to mitigate the situation, not inflame it, because in business it is a privilege to have customer/clients, not the other way around as you eluded to.

When I called the club just after that meeting with Bryan, and asked reception who I could speak to that was "higher-up" than Bryan, I was told that that would be the owners, and that it was not possible to speak to them, and then for some reason passed me through to "collections"; your name was never mentioned. You have turned what was a $120 issue into something much larger, and it didn't have to get to this point had the contract renewal been honoured... no other offer had been made to me, and as stated at the beginning of this letter, I never received any communications from you, Chris, other than the fact that you were not renewing my membership, and then charged my Visa anyways, which is fraud. I believe that what this all constitutes is "unfair business practices, etc." under the Consumer Protection Act 2002.

Please put yourself for 2 minutes in the role of the consumer, and review the facts as a consumer would view this: 1.) I was told that my contract would not be honoured by Bryan Kennedy, 2.) I was unable to initially contact anyone superior to Bryan Kennedy; 3.) The first communication from you referred to an email that I never received (please re-send); 4.) Consumer is frustrated and warns his friends so this doesn't happen to them as well.

If any of these points are incorrect, please let me know, ALSO PLEASE RE-SEND THAT EMAIL THAT YOU KEEP REFERRING TO. Rather than becoming adversarial, most businesses would act in a professional manner, but it seems from the feedback that I've been receiving, is that this is your modus operandi... not one nice letter has come back from others regarding their dealings with you.

Now having said all that, I have in the past always promoted your club and what great facilities you have, and many people did join on my recommendations, what needs to be improved is customer service, which is supposed to help their customers/clients, as opposed to just protecting their staff... this is what creates the reputation and has made this a much larger issue than it needed to be. It seems that the only reason you are not trying to resolve this, is a childish one, because I let my friends know what happened.

Steve

THEY HAVE NOT RESPONDED TO THIS YET WHICH I SENT ON MARCH 28, AND THEY PROBABLY WON'T

Stephen
Thornhill, Ontario
Canada

Date:

Company: THE PAVILION SPORTS CLUB

Country: Canada   Province: Ontario   City: Thornhill
Address: 130 Racco Parkway
Phone: 9057638000

Category: Sports

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