I have signed up 10-year Califonia Infinity contract with annual $88 fee since 2006 in Hong Kong. I moved to Singapore to work two years ago and go to SG California Fitness clubs once a while. I don't have any difficulty to go into the SG club even 2 weeks ago. I am in HK this week and went to Wanchai club today (Sat). The receptionist said that my card was expired and I didn't pay the fee in time so I cannot continue the service. She told me it is my responsibility to go to the club to pay the annual fee punctually. If not, I lose my membership at my own expense. It is not CFC responsibility to remind customer to renew. The receptionist told me that I cannot reach out any manager to help and can only call hotline during Mon-Fri office hours. What is the service? The clubs open Mon-Sun and most of the members go to the clubs during weekend. They don't provide any help to support customer during weekend and I have already changed clothes to the club and planned to join the class. Eventually, I had to leave the club with anger and discontentment. Do they really care customer satisfaction and long term relationship? I join CFC more than 8 years, I am really disappointed and surprised why the service would be like that. What CFC are offering to me equals to not to do business with me anymore. It is ridiculous because: 1. I paid HKD20,000 for 10 years membership in 1st year, 2. I was still valid to go to SG club 2 weeks ago, 3. I am willing to pay the membership fee but just didn't get informed to do so 4. The member card only print the membership since which year but no annual end date. Which customers would remember the annual renewal date? Who would keep the contract 10 years? Why it is customer sole responsibility?
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