Review Time
(English bellow) - Overpaid Final Month and Poor Communication
Jeg opsagde mit medlemskab inden jeg rejste til udlandet og var klar over, at der var en sidste betalingsmåned i henhold til opsigelsesvarslet. Desværre blev den sidste betaling ikke gennemført, da den stadig var tilknyttet et gammelt betalingskort, som jeg ikke længere bruger. Der blev sendt to rykkermails, men jeg opdagede dem ikke, da jeg løbende modtog markedsføringsmails og antog, at det blot var reklame, eftersom mit medlemskab allerede var opsagt.
Jeg blev først opmærksom på situationen, da jeg modtog en besked i e-Boks fra et inkassofirma. På det tidspunkt var der allerede pålagt rykker- og inkassogebyrer. I alt endte jeg med at betale 640 kr. for en sidste måned, som jeg ikke benyttede, inklusive gebyrer.
Efter jeg modtog inkassovarslet, kontaktede jeg straks PureGym for at forklare situationen og få afklaring. Jeg modtog dog ingen svar inden betalingsfristen.
Min intention var egentlig at melde mig ind igen til sommer. Efter denne oplevelse og den manglende kommunikation vil jeg dog sandsynligvis vælge et andet fitnesscenter fremover.
Det følger muligvis standardprocedurer, men jeg havde forventet tydeligere kommunikation og i det mindste et svar, da jeg selv tog kontakt for at løse sagen.
Jeg vil anbefale at dobbelttjekke sine betalingsoplysninger efter opsigelse og være ekstra opmærksom på al kommunikation.
Overpaid Final Month and Poor Communication
I cancelled my membership before travelling abroad and was aware of the required final notice month. Unfortunately, the last payment did not go through because it was still linked to an old bank card that I no longer use. Two reminder emails were sent, but I did not notice them at the time, as I regularly received promotional emails and assumed they were marketing messages since my membership had already been cancelled.
I only became aware of the issue when I received a notification in e-Boks from a debt collection agency. By that point, reminder and collection fees had already been added. In total, I paid 640 DKK for a final month I did not use, including fees.
After receiving the debt collection notice, I immediately contacted PureGym to explain the situation and request clarification. I did not receive any response before the payment deadline.
My intention had been to rejoin during the summer. However, after this experience and the lack of communication, I will likely choose a different gym in the future.
While this may follow standard procedure, I would have appreciated clearer communication and at least a reply once I reached out to resolve the matter.
I recommend double-checking your payment details after cancellation and carefully monitoring all correspondence.
Pure Gym in Husum is the dirtiest gym I have ever been to. It feels like cleaning is not done at all. Dirt, dust and stains stay in the same places for months. Floors, stairs, toilets and sinks are constantly dirty. The women’s changing room regularly smells strongly of urine.
I spoke to a receptionist and pointed out a specific place with a large amount of dust (on a radiator where people do not walk). I was told that there are too many visitors and they do not have time to clean, which makes no sense in this case. I was also directly told that the floors are not cleaned at all, there is no cleaning staff, and cleaning duties are supposed to be handled by the reception staff. In reality, it seems they only take out the trash — I have never seen any wet cleaning being done.
The dirt remains for months without any changes. This is completely unacceptable for a gym.
It is impossible to contact the management: there is no up-to-date phone number, no hotline, and the chat only offers an automated bot with predefined options and no way to speak to a real person.
Extremely disappointing experience.
I cancelled my membership on 1 November, just hours after October ended. I paid for November and utilized it, but I was still charged for December, a month I didn't use at all since I was out of the country. Due to a slight delay, the system forces members to pay for an additional full month they don’t use. While this may align with the terms, it feels unfair and unreasonable. The cancellation guidelines are also vague, suggesting that cancelling before the next payment is sufficient, which can be misleading in cases like this, along with a fee if the payment isn't made in time. I paid the fee, but I’m left feeling disappointed. This situation isn't just about the money; it's about fairness and customer experience. I hope the management considers revising this system, as it could easily affect others. Having trained in multiple gyms over the years, this is the only one where I’ve faced such harsh penalties for minor timing issues, lacking flexibility or human consideration. I've also sent numerous emails since November to ensure my cancellation was processed correctly.
I cancelled my membership on 1 November, only a few hours after October ended. I paid for November, which I used. However, I was still charged for December, a month I did not use at all and during which I was outside the country.Because of a delay of just a few hours, the system forces members to pay for an extra full month they don’t use. This might follow the terms, but honestly, it does not feel fair or reasonable.The cancellation information is also unclear and gives the impression that cancelling before the next payment is enough which is misleading in situations like this plus 100 dk fee if you didnt pay in timeI paid the amount, but I’m disappointed. This is not about the money only it’s about fairness and customer experience. I hope management reviews this system, because it can easily happen to others.I have trained in many gyms over the years, and this is the only gym where I have encountered a system that penalizes customers so harshly for minimal timing differences, without flexibility or human assessment of the situation plus I wrote many emails for them since novmber to make sure I am canceling in the right way .
I feel comfortable during my workouts, and even though the gym can be busy at certain times and some machines may be occupied, there is still enough space and time to train properly. It’s enjoyable to spend time at the gym. The gym also offers various classes and personal training sessions, and I would say that they make everyone feel supported and well cared for their individual needs.
I am completely dissatisfied with PureGym’s handling of membership pricing. I was charged more than double the agreed membership cost without any prior notice, consent, or communication about a change in pricing. This is a blatant lack of transparency and a deeply misleading business practice.At no point was I informed of any adjustment to my membership fees, yet the amount deducted was far higher than what was originally agreed upon. Customers should never be forced to discover hidden price increases only after being charged — this is unethical and unacceptable.I will be filing formal complaints with consumer protection authorities and sharing my experience to warn others about these practices. I expect an immediate explanation and a full refund of the unauthorized overcharge.PureGym’s disregard for customer communication and approval is completely unacceptable, and this experience has severely damaged my trust in the company.
The worst experience with customer service and personal!!!I had to cancel my subscription with pure gym on August and they still charge me every month and my membership appears active. I have sent them an email with the proof that I have paid 275 kr cancellation fee as they refused to do the cancellation at the gym ( on their website it says it’s the free option). It is frustrating as it is that I couldn’t cancel at the gym, I was sent to do it online and therefore pay an additional cost of 275 kr just to be able to cancel my membership but I was also charged for October and November. On their website it is said that I will of course pay for August and September after cancellation which to be honest it’s still not fair. Due to health issues I had to stop immediately and I didn’t use the gym At All. But if that’s the rule it’s ok. Still I don’t understand why I had to pay for October and November. On top of that I’m sending an email and I get a standard response on how to cancel my membership. Are you kidding me? I was exerting more professionalism from a big company like that. I had also sent them a text on mesaanger and the same robot answered all over again. How can it be posibile that there is no customer support on the phone or Evan email. And at the gym they simply refuse or cannot help you.
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