CHARGING FOR SERVICES NOT PROVIDED
DISGRACEFUL - I was 2 weeks into a new membership when COVID first hit and so had to cancel for multiple reasons.
1. My whole industry shut down and everyone lost their jobs.
2 Had at risk family members.
3. There was no service on offer anyway.
6 months later Zap gets in touch via phone asking about my membership and fees owed. I explained to the employee what I had already put in writing. She asked the circumstances verbally and said that was OK. A month later I started getting harrassed by debt collectors for an amount of nearly $700 for se...rvices not used, not provided and cancelled in writing after the first two weeks and during a global pandemic no less. Absolutely disgusting business approach and the company should be deeply ashamed. PS Burning the lights 24/7 for months during a covid pandemic is not a great way to save money or help the environment.
Terrible gym. Deceptive and misleading contracts
Charged people while closed due to COVID. Didn't offer to suspend without fees initially. When they partially reopened they still listed themselves as 24 hour gyms and charged full fees.
A terrible first experience for a new gym user
My partner and I signed up a month or two before Covid-19 hit, never did we think Zap would be such dogs to us in the near future.
When Covid-19 affected their gyms they had put on the website that they had closed off the gyms temporarily and won't be charging anyone until they open again. Mind you, my partner and I never received any emails or were notified about this, while our "12 month" contracts were extended. Didn't know contracts could be changed without our permission but you know.
My partner and I moved from Adelaide to Roxby Downs, w...
Locked into "12 month contract" after 14 months
I signed up with Zap just over 14 months ago in a 12 month contract. I have recently moved house and there are no Zap gyms near me. All gyms are currently also closed due to COVID. I called to cancel as it's been 12 months, but I was informed that as they have been closed for months my account has been on hold, and so I am still in the '12 month' period and have to pay $200 to cancel my membership... to a gym that's not open... I understand it's a difficult time for the gym, but they did not notify us when they closed that it would affect our contracts in this way or give us any options. So whether I cancel or stay I have to pay for a gym I can't use.
wanted to give zero stars
The worst gym ever. Avoid at all costs. If you have an issue it's endless calls on hold and no resolution. And when you cancel your membership you get chased by debt collectors with endless extra fees. Mongrels.
Awful customer service and misleading with contact hours.
Cancelled the membership and still deducting money and it’s very hard to contact them. Keep saying I’m calling out of business hours whenever I’m trying to contact even though they clearly mention the office hours.
Awful never again
Absolutely awful customer service. I’ve spent over two weeks communicating back and forth regarding the cancellation on my membership only to continue having money taken out of my account. I had requested a cancellation of my account and was told by staff member I would be issued a refund for any transactions taken out of my account from that first notification. Upon calling the company back and forth several times with no one knowing their own policies I was denied a refund and had to pay a 30 day fee. If this had been communicated to me direc...tly I would have had an extra 30 days to spend in the gym because that’s what I was paying for. Absolutely ridiculous. Also their policy making around Covid was horrible and staffed hours are short to none with any amount of individuals having access. A complete waste of money and I would never ever join ZAP again. The least they could have done is given me 30 days free for the miscommunication of staff members whilst I was under the impression that my account was stopped from inciting fees. Awful service, awful gym.... don’t waste your money
Do. Not. Join. This. Gym.
Absolute pack of spuds and dodgy as hell.
They run a scam on cancelling flexi-memberships where they refuse to either answer the phone, accept cancellation in the gym itself, or answer emails. They will eventually answer your email 4 weeks later and attempt to charge you for supply during that time because you technically had 'access' whilst they were busy being incompetent and not responding to your cancellation.
Then they will threaten that if you don't pay for the weeks (that you had in fact cancelled and didn't use) they will continue to...keep you on the membership without your authorisation and let the 'debt' pile up. Have reported them to the ACCC and suggest anyone else who has been ripped off do the same. Also the toilets are out of order 50% of the time. Complete shambles.
UNAUTHORISED DEBIT AFTER CANCELLATION
Cancelled in person back in eary march at Surrey Hills, VIC location. Noticed 3 weeks ago they had begun billing my account again since Mid June.
No response via email, instagram, or phone.
Placed a block with my bank to prevent further withdrawls. Still no reply regarding refunds.
This is happening to many others.
wasn't too happy with my local zap fitness. Terminated my membership in store with a zap fitness staff member. Then found out 4 months later they were still charging me, rsng many man times and they never answered or returned emails and phone calls. Finally got though and they told i will get my money back and that I never cancelled..... anything fitness is a better option
Terrible gym, this is the worst I have ever experienced
I joined their flexible contract for a month and didn’t know that I need to give 30 days notice anyways what can I do I have to pay for the 4 weeks of payment until it actually cancels. My credit card got stolen 3 days ago. I remember giving them a direct debit option so I won’t have to worry about paying every week. They tried taking money out although they know that it didnt through because it got stolen, they managed to scam $39.98 off me? Instead of $14.99? How the hell did that happen? I had to pay it off so I won’t have to get charge anything else. I will report this tomorrow and give direct debit succes a call so ridiculous. They will try and take money off you. Don’t join, there better gym out there.
Look I know Covid-19 has affected all of us. Just before lock down was implemented in Victoria I signed to Zap. A few weeks later lock down. They let members know that they would not be charged as gym was not open which is fine. During this time I have lost a job, lost a relationship and had to move house. Like a lot of us I am not in a good financial situation. Anyway they started taking money out of my account and did not tell me this was happening. I called customer service which the man named "Jerome" was honestly so rude. I said that Zap s...hould have let members know they were open again and that they were going to take money out of my account again. He told me that it was my own fault and I had to deal with it. I told him I can not afford membership, that I cannot afford to be in the gym with my health as I have an autoimmune disease and that I needed to cancel my membership. He told me it would be over $200 to cancel. I tried to sort a solution out and honestly he was just mocking me. I joined just before lock down and cooling off period had just finished. I want this cancelled and can not afford $200 and I have tried emailing and they are not responding. I am honestly just feeling so used and abused. They were so nice to me when I was going to join and now that I want to cancel they are giving me a hard time.
Charged me for cancelling
They don't open until 10am which doesn't work for me. I have moved to another gym and they said they will need to keep charging for another 2 weeks. I had been thinking of leaving for years after the months of out of order machines and poor cleanliness.
Worst gym ever
I wrote a post in a ladies group, and TONS of ladies had the same problem as me!!!
It is like the really don’t care about their customers, just the money.
They have been taking WAY more money out of my account then they should. Today I went in to complain, and ask for a refund, but I just got told they can’t even cancel my membership until someone contacts me in a few days. I am very annoyed as they tried telling me that was for missed payments, yet I done the calculations, and they haven’t even been open for that long. I also noticed they’ve ...
Cancelled Memembership - Kept taking money from Account
I rated Zap Fitness 1 star for not properly refunding the fees after I cancelled my membership a long time ago. Since the review Zap have refunded the money owing so I have changed the review status.
- Verified customer
Worst Cancellation process
I've been member for long time in SA, due to Covid-19, me and my husband decided to cancel our membership.
They said I have to give 14 days notice which was not possible (no way to contact them) after insisted many times, it was possible mine but my husband's membership still waiting for a refund.
It's been nearly a month and keep giving me excuses and no specific time for the payment to be processed.
Terrible customer service.
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