An Australian woman has detailed the excruciating process of cancelling her gym membership, leaving many outraged. Steph Briese took to TikTok to share her ordeal with Fernwood Fitness, claiming it was 'easier to break out of prison' than to cancel her membership.
The Cancellation Process
Ms Briese explained that after moving house, her commute to the gym would take over two hours daily. When she contacted the membership team, she was told she could only cancel by visiting the gym in person and filling out a form. Despite playing 'phone tag' for days, she was eventually informed of this requirement.
'I finally get onto the membership services team and we begin the dance of someone trying to cancel a gym membership and the gym wanting to take you down with it,' she said. The team offered alternative locations, but Ms Briese claimed they were even further away.
Finding the Loophole
After reviewing the gym's terms and conditions, Ms Briese discovered a clause stating: 'You may cancel your membership in writing by email or by post addressed to us.' She confronted the team, arguing they were providing incorrect information.
'I don't appreciate being told incorrect information,' she said. She also expressed concern that the women-only gym was potentially overcharging members in precarious financial situations by making cancellation deliberately difficult.
Public Reaction
The TikTok video garnered over 1,000 comments, with many criticising Fernwood Fitness. One user wrote, 'This is such great timing, I’ve been looking at gym memberships and have been seriously considering Fernwood but now I'm super put off.' Another shared, 'I was hospitalised and diagnosed with an autoimmune disease... Fernwood made it so difficult to cancel. They refused to cancel my membership and referred me to a debt collector.'
Fernwood Fitness Responds
In a statement to SkyNews.com.au, Fernwood Fitness said: 'Fernwood is disappointed to hear that this member's experience did not meet the standard it aims to deliver. After reviewing the matter, the business understands why the member was frustrated. On this occasion, Fernwood has waived the cancellation notice period and the club in question has made several attempts to contact the member to address her concerns.'
The statement added: 'This situation has highlighted an opportunity to further strengthen consistency in how policies and member agreements are applied across its franchised network, ensuring members are treated fairly and in line with their membership terms and expectations.'
Fernwood Fitness affirmed its commitment to providing a positive member experience and taking action where improvements are needed.
