Sauna is out of order for whole year – paid contract upfront to use facility but not able to use for half the paid contract period. Showers are out of order for 6 months. There is no hot water which means shower in cold water. And low water pressure. Machines are either out of order or very noisy. Some treadmills stopped suddenly and pose danger. Weights are missing.
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Published08 April 2019
Submitted by: Chee Kok Lim
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This complaint and/or review was posted on Skeptic Files on 05:47 am, April 08, 2019 (CST) and is a permanent record located at: https://www.skepticfiles.org/scam/true-fitness/.
The reviews & complaints posted about True Fitness was submitted by a member or guest on this website. Any and all opinions and information are published as is. Skeptic Files does not edit or remove any aspect of the report and is simply a consumer grievance free-speech platform. As such, Skeptic Files cannot be held liable for the complaints and reviews posted about True Fitness as per Section 230 of the Communications Decency Act.
Jolyn Servi
The mgmt of ISJ branch is really screw up and they just cancel the Yoga class anytime they like, some of the member traveled 30-40km to attend the class to find out the class canceled due to instructor MC, this is not fair to members and the classes must be on as scheduled and instructor replacement must be there if he/she is on MC. I hope the mgmt can seriously look into it as not all members has the time and they need to fit the free time to the schedule and it is so frustrated to find out the class was canceled 3 times in a week.
Rubye Kerechanko
Service req number: NOV17001461 Name: Prachi Pandey Membership : NV17082306 Service required: Termination of membership We are an expat family from New York, USA. our stay in Singapore was for few months. I wanted to join the gym and had clearly told the Novena Branch executive RIGHT FROM THE START. That time they ensured me that early termination is not a big deal and simple process. They were calling me time and again to join the gym take personal trainers etc. i finally joined the gym and paid for personal training too. In Dec 2017 and informed them about our moving back to USA was scheduled on 2nd Feb 2018. I requested for the termination. They asked me to provide relocation letter, flight tickets for and EP cancellation. However, I had informed that i will be able to provide relocation letter and flight tickets in JAN and EP cancellation DOESNOT happen 2 months in prior. Our company ( JP MORGAN) does EP cancellation only once we leave the country which would be 2nd feb. The executive said that only once cancellation has happened we can stop the billing. In Jan, due to my frequent travelling i tried to reach my personal trainer to provide me email id of concerned person to send relocation and flight docs. he replied saying that someone will contact me that was 10th Jan. when no one contacted the next day. I found email ids online [protected]@truefitness.com.sg and [protected]@truefitness.com.sg . NO one responded on that email. so on 15th i texted to my personal trainer that no one is acknowledging the email. to which his response was that it takes 2 weeks sometimes to get response. My concern is 1. when u wanted me to join u called every day and now its OK to wait for 2 weeks????? seriously. is this how you treat your customers. 2. you should be transparent in your laid back process and not cheat expats! 3. i should not be billed for on 6th feb 4. Ture Fitness NOVENA needs to be proactive, prompt and willing to help customers and not put them through this trauma.
Sammie Kounce
We just receive a news regarding the relocation of True Fitness – Parkway Parade which will start on September 2015. Due to the relocation, members were only given 2 options: either utilize their centre in Suntec or in Tampines. As a member, I believe that it is our very right to temporary suspend the membership for the time being that they are relocating. The alternative location that they are offering is way too far from me therefore I cant utilize it.I wrote an email to the operations and I received replies from a manager named “Ben Ng” who keeps on telling me that I cannot suspend my membership. The relocation is already overloading inconvenience to the members and yet they cannot do something about a simple request of temporary suspension. I dont see any reason why they are forcing us to still pay for their services when their offered location is not what we have agreed to.
Mack Majano
When i sign up the fitness plan on April 2008, it’s a 24 months contract. It’s a auto debit payment. I been told by the agent (Mr. Hamdan) that i can terminate the fitness contract with any documents support, like company offer letter and so on. Therefore, i signed up. On the August 2008, i got a job offer in Hong Kong. I went to True Fitness to do my termination once i recieved my company offer letter. The staff (Miss Farah) photocopy my company offer letter and promise me that the termination will be start from Sept 2008 onwards. After two months, i checked back my credit card statement, True Fitness still charging me for Sept and Oct. I contacted them, they gave me another excuse where company offer letter wasn’t enough to prove that i work in Hong Kong. I gave them the photocopy of my working Visa and company ID. And again, they promise will terminate it from November 2008 onwards. After half a year, True Fitness still not terminate my contract, they are still charging my credit card even they had recieved all the documents. I called the bank to stop the payment, bank said they can’t do it unless have the authority from True fitness. I porposely came back to Malaysia to deal with the Branch Manager, (Mr. Steven). He gave another excuse where my working visa will end on Sept 2009, so, the period of my Visa is not long enough to prove that i will be in Hong Kong for 3 years. Actually, my company offer letter clearly stated my contract with my current company will be 3 years, and visa will renew every year. Mr Steven admitted it was their fault for only informing about my working visa problem after half a year. Mr Steven offered me an option where i pay for my suspention fees (20% of the member fees) for July, August and Sept 2009. They will suspend my account until i recieve my new visa, then they will do the termination. All together they over charge me for 10 months (Sept 2008 until June 2009). I’m willing to pay for the suspention fees, i asked for a refund for the over charge 10 months. Mr Steven refuse to refund, he said he can only give back 10 months of the membership. I rejected his offer, because i won’t be able to attend even he gave me the membership. Why the cost of the staff’s inefficiency have to bare by the consumer??
Freeda Nill
To whom it may concern, I”m very disappointed with the way I was treated regarding my outstanding payment on my gym membership which I had for 4 years. I”ve been always requesting to terminate my membership while the charges were directly debited to my Maybank credit card. It wasn”t taken seriously as I was told to give them a written letter and walk in to the Branch to settle this. In this technology savvy world, it beat”s me on why a simple call or email request is not sufficient. Since I always travel for overseas, walking in to the Branch was not possible. Once my card payment had issues and the payment did not go through, I started getting calls from the credit control Branch (Kavetha) and her superior Tina Malini Stephen (Senior Credit Control Executive) that I need to settle my outstanding payments before I terminate. I requested to terminate on Dec 2015. I do admit, it was my mistake for not paying the 3 months to cancel but however, the subsequent calls were to requesting me to pay for Dec 15-April 2016. I told them, I will pay for the 3 months (Sept- Nov”15) up to the months prior to the termination request but not for the months after I requested the membership to be terminated as I”m not utilizing it. I also requested for the termination letter which I didn”t get . The reply I got was such am imbecile response saying “That”s not part of the agreement and they are from credit control department, hence it is none-of their business”. I understand it may not be part of your job descriptions but there”s something called “common sense”. I have not stepped into the gym ever since May 2015 and do not see the rationale of making the payment. They were outright rude, inconsiderate and proudly mentioned to take up legal proceedings against me if I fail to do. For being a customer for 4 years, I”m pretty disgusted with their treatment and barbaric way of cheating people. Well, I have made the necessary payments now (not because afraid of legal proceeding, but do not want to be associated with these money minded swindlers) and cancelled the membership for good. True fitness, you may have succeeded to con me to pay and gotten a quick profit out of me but trust me, you have lost a loyal customer. I will never ever take your service again nor recommend it to any of my friends/colleagues/family members. I will have a disgusted feel whenever seeing the True Fitness logo! Please ensure you never send me any promotion sms or emails on your gym memberships. p/s : please educate your both front line/credit department/customer service representative with adequate PR skills, as at the end of day you are a still a client service provider! Cheers! Jeya