Misled by Staff, Then Blamed for Their Lack of Clarity
I’m genuinely disappointed with my experience at énergie Fitness Erith.
In April, I went into the gym and asked a staff member for advice because I was considering leaving the city. I was told I could freeze my membership and decide later whether to cancel — but at no point was I told that I’d still be charged for a full extra month due to a 30-day cancellation notice period.
Yes, I’m aware that this clause is written somewhere in the terms and conditions. But when you go to a staff member in person, asking for help and clarity, you expect that key information like that would be shared directly and clearly. Instead, when I brought up the issue, I was met with denial that any mistake had been made, and every time I pushed back, they fell back on repeating: “It’s in the T&Cs.”
So I’m left to pay for a charge I wasn’t properly informed about — based not on good service or transparency, but on technicalities and deflection. That’s not customer care. That’s not integrity. That’s a complete lack of responsibility and basic decency.
If you’re thinking of joining, just know that when something goes wrong, this gym won’t own their role in it — they’ll hide behind policy and leave you out of pocket.