Discovery Vitality & Vitality Mall
Making sure the customer gets a raw deal

Discovery Vitality just cancelled my gym contract as I was 2 visits short. During the cycle I had a c-section & couldn't train for 6 weeks. Unlike Virgin Active (VA), Vitality's gym contract doesn't have a facility to freeze your membership if you have major surgery (Discovery knows, they paid for my surgery). After many calls we found that my gym had recorded more visits than Vitality, they were submitted yet Vitality refused to reinstate. After more calls from VA who urged me to sign an expensive contract, I spoke to the Manager of the gym section at Vitality, saying it felt like Vitality had no interest in my fitness, only interest in lapsing my contract so I'd sign a new contract. The Manager simply urged me to sign a new contract. I've been a loyal customer to Discovery & Vitality & couldn't understand why they wouldn't help. Then I got my answer. I called the VA hotline for prices & said I was trying to reinstate my contract. The Operator said "If Vitality could get every 1 of its members to lapse on the old inexpensive contracts and signed up on the new expensive contracts, it would be Christmas for them. They won't help you." Interesting topic for Carte Blanche & Nose Week.

Company: Discovery Vitality & Vitality Mall
Country: South Africa
City: Cape Town

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