3. Shouldn't the gym have asked me first if they wanted to withdraw an extra payment (that they
4. How come that there were still two payment-requests from the gym waiting to be withdrawn
from my account on 27/6, when firstly, the gym only have a mandate to withdraw one monthly
payment from my account. Secondly, I had agreed with the staff at the gym, that I would pay the
arrears when I recieved the swith-bonus from the bank. And thirdly, I had sent Linda Lennon,
Administration Manager at the Council an e-mail about this problem on 8/6, with a copy of the
statement from the bank, showing that there was a problem with the gym charging me duplicate
5. How come that the gym still wanted to withdraw a (duplicate) payment from my account for the
month of July, when the gym was closed for refurbishment for six weeks from 25/6?
6. How come that there were no letters sent to the members of the gym regarding the closure
7. How come that there were no poster in the gym informing the users of the gym that the gym
8. How come that there was only a makeshift sign on the entrance-door to the millenium-
building saying 'gym closed', and nothing more when I went there to work out on the
evening on 25/6. (Shouldn't it have been a proper sign, with information about why the
9. How come that there were no information about the fact that the gym was closed, when
(I can see that it says that the gym is closed there now, but on 26/6, there was no information
about the gym being closed at all. I went there to see if it said anything on the website on 26/6,
since the gym was closed for no obvious reason on 25/6, but it didn't say anything about the gym
being closed on the website, so I noted down the phone-number to the gym, and called the gym,
10. How come that members of the gym were charged for the whole month of June, when the gym
was closed for refurbishment from 25/6? (Shouldn't the six days from 25/6 to 30/6 have been
deducted from the charge?).
Like I wrote in my e-mail to Linda Lennon on 8/6, there had also been other, earlier incidents at
the gym which I had thought to complain about.
But like I also wrote, it wasn't always easy to know who it was that was in charge there after the
manager had gone home, and him I only spoke with once, since I most often worked out in the
evening.
And that the incident with the washing girls/women in the mens changing room again within the
opening hours was the last drop, so to speak.
And then it was easier for me to complain, because then I had her e-mail address from before,
since I had sent her a copy of the statement from the bank, to document the problems with
the duplicate direct debit/processing error from the gym.
So then it was easier for me to complain.
On 26/4, it says in my note-book, I was at the gym.
I work with office-work, so I try to work out quite often, and I usually use different lockers at the
gym, depending on which locker of the lockers that are free etc.
And when one work out 3-5 days a week for some time, and you have a different locker each time,
then it could be that one forgets exactly which locker one uses this particular time.
And, since only about half of the key-rings with the keys for the lockers had tag-numbers on them,
this could be a bit confusing.
So when I was finished with the work-out, and I went to the area of the changing-room where my
locker was, then the locker wouldn't open.
Like I wrote, I use different lockers each time, depending on which lockers that are free, where in
the changing-room it is less crowded etc.
So it isn't that easy to be exactly sure if it is that particular locker, especially since the key-ring
to the locker (like about half of the other key-rings, i noticed later), lacked a number-tag on it,
to specify which locker it belonged to.
I usually dont keep things like my wallet etc. in the locker, since its a big gym, always many
people there, and I would get a lot of inconvienience if something happened to my wallet etc.,
so I didn't keep the most 'valuble' things in the locker.
I use to keep my note-book with my wallet, so I had my note-book still on me, and I thought it
was a bit embarresing going to the reception explaining that I coultn't find my locker, so I decided
to be 100% sure before I did that.
and every locker, and crossed the number for that locker in my note-book.
So, when I had checked each lock in the changing-room, and the key didn't fit in any of them,
then I went to the reception to explain.
It was still quite embarresing, but at least now I had the note-book to show that I had tryed all
of the locks.
There were about 5 or 6 people sitting in the reception, and the woman in charge, told Neil to
help me with this.
I explained to Neil that maybe the smartest thing for me would be to return at closing-time,
when all the other users of the gym had gone home, then it would only be one locker left
to check.
I was holding my note-book still, so I wrote down that Neil started acting a bit like a sergeant
in the army, knocking his fist into the side of the enterance to the changing-room and screaming
/comanding: 'come here'.
I thought this behaviour was a bit peculiar, but I went after him into the changing-room, and then
he starting to ask if I had been having a few beers. (Since I couldnt remember the number for
the locker).
I asked him what his name was, and wrote it down.
Then I showed him that I had tryed all the lockers, and that noone worked, and that there wasnt
any number-tag on the key-chain for the locker.
He asked me which locker I thought it was, and I told him that I thought it was the number 156
one. (It says in my note-book).
So he asked me to give him the key, so that he could try the number 156 locker and the
surrounding lockers.
But he couldnt manage to open any of them, so he went to find the master-key.
This took a bit of time, but he returned and then opened the locker with the new key.
It was locker 156, and I showed him in my note-book that I had already tryed to open
locker 156 with the key, because I had crossed out that number in the note-book.
Neil said that 'the locks often get stuck.', I can see from my note-book.
I found a new locker (since I didnt have the key any longer to the 156 one), and Neil
reminded me to remember the key-number.
I told him that I thought that there should be key-tags on the key-rings for the lockers.
Also, the next time I went to the gym, the woman in charge reminded me that I should
there should be key-tags on the key-rings. (But there still wasnt done anything
for the remainder of the time I was working out at the gym).
11. How come there are so much problems with the locks getting stuck in the lockers?
I mean, surely the gym bought new lockers when they opened? And its the Millennium
building gym, so the building and the gym can't be that old? (Did someone buy used
12. How come the gym doesn't use oil in the locks for the lockers, if it, like Neil said,
is a problem with the 'locks often get stuck'?
13: And why didn't the gym put key-tags on the lockers, when about half of the key-
tags were missing, and I had spoken about this problem with both Neil and the woman
who was in charge there on the day this incident ocured, I think it was on 26/4?
Problems with the washing of the machines:
When I wrote the e-mail about the problem with the washing women/girls in the
mens changing-room in the opening hours, then it came to mind that maybe
the washing-should should rather wash the machines, and then wait untill
the gym has closed, before they washed the changing-rooms.
The reason I thought about this, is because I remembered an incident from when
I was working out, I think it must have been in April or May.
Then I was working out at the thread-mill, and this was I seem to remember hours
before closing-time.
There were a couple of washing-ladys there, even if it was still a few hours until
closing-time.
They were just walking around a bit, seemingly not certain on the routine.
But then one of the washing ladies started to wash the stepping-machine in front
of me. But what I thought was a bit strange, was that she only washed the tip of
one of the handles of the stepping machine, and then nothing else. This she did
twice with a few minuttes inbetween.
Other than that, I couldn't see that eighter she or her collegue washed any of the
other machines. (They looked a bit lost there, walking around with their buckets
while the gym was still quite crowded, since it was hours till closing-time.)
My question regarding this is:
14: Shouldn't the washing-staff put up a sign near the machines when they wash
them during the time of which the gym is open? Couldn't people get hurt if
they work out on machines that are slippery from being washed? I seem to
remember from other places I've been working etc., that yellow plastic signs
are being put on the floor etc., saying that one have to be careful since its
newly washed, so shouldn't the washing staff in the gym also do this when
they clean the machines within the opening hours?
Problems with staff:
Like I've written, there have been some incedents before that I have wondered
if I should complain about, but I'm not always sure whos in charge there, so
this makes it a bit more tricky to complain, and I've also had the problem
with the arrears on my membership, and the manager let me work out
there and pay the arrears later, so there was a threshold before I would
complain.
But I wrote down in my note-book a couple of things I reacted on anyway.
I was wondering a bit what was going on there, e.g. on 24/5 Craig and
a blond girl sits in the reception.
Only Craig logs in the members, even if there is a long queue. The girl
is only watching. (I think maybe she is his girlfriend, since I noticed
them sitting very close once when I wanted to log in).
So I was wondering, if there is a long queue, surely both of them could
log in the users of the gym, so that they wouldn't have to wait in a line,
like if some of the customers are there to sign up for a membership,
then still everyone have to wait in one line, even if there are more
staff at work.
So then I was wondering what is the girl doing there, if she cant log in
the customers, and is only sitting watching.
And I think she had been working there a while then, so I dont think
she was on training.
So this seemed a bit strange to me, so I thought I could mention it
while Im writing this e-mail anyway.
Also, I remember, that one Friday I was working out there, then they
annonced the closing of the gym like this:
'The gym will be closing in 60 minutes', 'The gym will be closing in
45 minutes', 'The gym will be closing in 30 minutes', 'The gym will
be closing in 15 minutes'.
I think it was the same girl, but it seemed like it was Craig that told
her to say it.
Normally they only say 'The gym will be closing in 20 minuttes', or
something like this, so I thought I could mention this as well, even
if its maybe not so important what they say on the calling-system
in the Friday evenings? Anyway, I thought I could mention it while
I was writing the e-mail anyway.
My question to this is:
15. How come the staff only sits watching while the customers are
standing in line?
16. Shouldn't the staff have name-tags, where it said name and title,
so that it would be easier for the users of the gym to know who to
speak with regarding different problems. (So that they know who
are in charge)?
(For instance, on the day when there were washing girls/women in
the mens changing room, and they must have been there from
around 8.40 pm. or earlier, because I went in there on 8.45 pm,
and then they were well into their routine it looked like, before I
turned and went home.
On that day (8/6), the staff that were working around closing-time,
was Neil, a young girl that wears high-healed shoes and blouse,
and a man around 40 years maybe that I think could maybe is the
girls father, because I saw him standing very close to the girl once.
I thought maybe the girl was in a kind of responsible position there,
since she wear office-clothes, but the guy in his forthies I reckon
also could be in charge there, since hes the oldest etc., and also
Neil I reckoned could have been in charge, since he has access
to the master-keys etc.
So its a bit embarrasing asking about whos in charge, because
you wouldn't want to offend anyone, with asking whos in charge,
and then its actually that person who is in charge.
I don't say that it is impossible for the customers of the gym to
find out whose in charge, but I thought that it could maybe add
to the general level of customer-service at the gym if the staff
was wearing name-tags.
I wrote down a note of who that was working that day, so that
I would know later, since I wrote the e-mail that day with the
complaint about the washing-staff in the chaning-room, so I
thought I'd write it down, in case it became an issue.)
17. Should they really anounce that the gym is closing in 60 minutes,
and that the gym is closing in 45 minutes etc.?
Problems with direct-debit agreement on 13/12/06:
While I was looking for some notes before I started writing this
e-mail now, I found a letter from the gym from 8/12/06.
I'll just write what it says:
'Dear Mr. Ribsskog,
RE: Lifestyles Membership No: LDD121346
As a valued Lifestyles member, I was surprised to find that your monthly
Lifestyles subscription of £23.50 due earlier this month has not been paid.
You may be aware of this already and have made payment at the
Lifestyles centre, if so, please accept my apologies.
If you have not paid these arrears, I would ask that you pay them at your
earliest convienience by contacting your nearest Lifestyles Centre. Your
membership account can be updated at any of the centres and you can
pay either by cash, cheque, credit or debit card.
Please contact Liverpool Direct on 0151 233 3007 for the number of your
nearest Lifestye centre.
I regret that until any arrears have been paid, standard admission
charges will apply and you will lose the benefits of your membership.
Yours feithfully
Steve Kneale
Business Development Manager'.
(I write quite fast, so I thought I could just write it down, so that it would be
easier to understand what I meant.)
There were some problems regarding me switching from a Barclays Cashcard
account to a Barclays Current-account at around the end of November/beginning
of December 2006.
The problem was that my pay from work was switched to the new current-account,
whereas the direct-debits remained connected to the old account.
I was in a busy period with work etc., so I didnt think about this problem before I
got a letter from the bank about it.
So I went to the bank, and transfered all my direct-debits from my old Barlays
cashcard account, and to my new Barclays current/visa account.
The clerk in the bank did this for me, it was a quite routine operation it seemed
to me.
Exept for the Lifestyles direct-debit for some reason.
This direct-debit had been canceled right away, in a way so that the clerk in the
bank couldnt transfer it to the new account.
And when I went to the gym on 13/12, I had to pay the charge for Decemeber at
the gym, and it wasn't possible for me to just switch the existing direct-debit
agreement from my old Barlays Cashcard account to my new Barclays Current
account, but I had to fill out a new form all over again to set up the new
direct debit agreement on my new account.
I accept that it was my fault with forgetting to transfer the direct-debit to the
new account (It was some comunication-problem at work, with me informing
work that I had got a new bank-account, but with work not giving me any
feedback on that they had changed my account information in the payment
system).
But because of the later problem with the direct debits now in June, I thought
I could ask a couple of questions regarding this as well, while I'm at it, so to
speak.
18: How come that the gym canceled my direct-debit between 1/12 and 8/12,
and sent me a letter on 8/12, where it said that I had to go to the gym and
pay in cash, when I had never had any payment problems with the gym before
this, and all the other direct-debits were possible to switch (for the clerk at
the bank to my new account), except the gyms direct-debit? Shouldn't the
gym have tryed to collect the payment from my account again 7-14 days
later, like the clerk in the bank told me that the other companies did?
19: Why did I have to write my signature on, and fill out a new form all over
again on 13/12, for a new direct-debit. Didn't the gym have all my information
from before, have one got to fill out and sign a new form just because one
gets a new account-number, when one are still using the same bank?
(The signature of the women I spoke with on the gym on 13/12/06, looks
like it says Probert as a last name by the way, in case that makes it
any easier to find out about this.
I remember I thought it was strange that I had to fill out the form all over
again, just because of the problem of the one payment due to the
problems with changing the direct-debits and my pay from work to
the new account, in a coordinated way.
Because it didn't seem to be a similiar problem with the other companies
that also had direct-debits on my account, so therefore I remember that
I thought that this was a bit strange.
And now, due to the other problems with the direct-debits again, now in
June, I thought I'd just ask about the earlier problems, since they came
to mind now.
also this:
How come I got a letter sent 8 days after the missed payment in December,
where as later, in January, February and March (with the new direct-debit set
up on 13/12), I didn't get a letter at all.
It went on for two or three months, it must have been, before someone reminded
me that there were arrears on my membership.
I was quite busy in this time-periode, even if I was unemployed, so I didn't
have so much money then, so I should maybe have spoken with the staff about
this myself, but I much problems with paying my rent etc., and I was glad to
have the oppertunity to work-out, since it was a bit stressing not having a
job, and it helped to work-out to relax from the stress.
And also, the staff gave different information to me regarding the arrears. The
girl wearing office-wear, and who worked on 8/6, for instance, told me on
one occation that it wasn't a hurry paying the arrears at all. (As long as I
paid the running bills, which I did).
And other members of staff, Craig for instance, told me that I had to pay the
arrears before a certain date, (I spoke with the manager and got an extension,
and later I agreed with Craig that I would pay the arrears when I got first the
loan I was promised from the bank, and later the switch-bonus I was promised
from the bank.)
So the questions regarding this:
20: How come in December I get a letter for not paying after 8 days, where as
in the new year, it goes in the region of two or three months without recieving
a letter or reminder from the staff, even if I worked out several times a week?
21: How come one member of the staff (the girl with the office-wear who worked
on 8/6), says that there is no hurry with the arrears, where as another member
of staff (Craig), says that I have to pay before this and this date? How is this
really supposed to be, according to the rules?
(I appriciate very much that I was allowed to work out at the gym even if I had
arrears, so it's not because I am ungrateful that I ask about these things. It's
just that due to the other problems, with the washing-women/girls in the changing
room, and the problems with the continuing processing errors and duplicate
payments with the direct debits.
And also due to the problems surrounding the unanounced closure of the gym
for six weeks due to refurbishment.
Due to these problems, I thought it would be best to mention all the other
problems while I was at it. Even if some of these problems aren't maybe
that serious in themselves, I anyway thought that they were worth bringing
up, because, I think, thay add to a general picture of things at the gym
being a bit out of hand, so due to this I'm a bit concerned about whats
really going on at the gym, and then I thought it would be best to mentioned
all the things that came to mind, because these things, even if it isn't clear
to me here and now that there for certain is a problem conected with them,
it could be a problem, so I thought it would be the most responsible thing
to do, to also add the latter part of the problems, the ones that are mentioned
under the title 'other problems'.
So even if it was the first five or ten questions that made me go to the step
of complaining. Even so, I hope you have the oppertunity to answer me about
the last part of the questions as well.
Sorry again that this e-mail got a bit delayed. I know I said I'd send it no latter
than Wednesday, but I reckon that as long as I send it before the office hours
on Thursday, then it hopefully should be ok.
I'll also forward this e-mail to Linda Lennon and Lesley Southern, since I've been
copying the e-mails I've sent to them earlier, in this e-mail now.
Hope that this is alright, and that you bear over with me if some of the last questions
wasn't as well stated as they should have been, due to time problems etc.
Hope that this is alright!
Yours sincerely,
Erik Ribsskog
Hei,
