I have been a member at the Richmond Olympic Oval since March 2011 and I visit the fitness room frequently. At the time I signed up, I was 25 years old, so I paid for the 19-to 25-year-old age group membership fee.
Since I was to turn 26 that summer, the staff member at the oval guaranteed my rate would remain the same for two years, even after I turn 26.
However, two days ago, I received an email informing me of a sudden increase in the membership fee. The woman told me in January they sent out an email and a letter to my home address regarding the changes in the policies and membership fees. I am certain I have not received any communication from them at all.
Upon questioning the staff member about my fee guarantee, she denied it and stated my particular rate was effective for my age group only at the time of registration.
Furthermore, the oval staff forwarded me a cancellation form immediately and asked me to sign it. The woman even mentioned there would be a cancellation fee if I decide to cancel. It certainly does not seem like the facility wants to retain its customers.
By honouring the fee guarantee and keeping the same rate for another few months, I would be happy to continue my membership, even beyond the two years. At present, it is not so much a money issue as it is the way the facility is handling the issue.
I am now considering cancelling my membership as I am deeply concerned about surprises they may throw at me in the future.
As Mahatma Gandhi once said, "A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so."
I wonder if the staff and management at the Richmond Olympic Oval would benefit from being made aware of this quote?
Wendy Ho Richmond