I support you. I have a very similar experience where the customer service in Jaya 33 people do NOT return my calls despite me leaving messages for them to call me back almost everyday.

I escalated to their Customer Service Manager, Ms Umah, and she called me back once to listen to my issue, and said she will call me back to let me know the status. It has been one month now, and 5 messages and 5 emails to her later, she has still not contacted me. Every time I call to speak to her, they won't put her on the phone to me, saying she's on the line or busy with a customer (a new paying sucker, no doubt).

All I want to do is suspend my account because I am pregnant! According to their damn T&C, I am entitled to 12 months suspension once I get a doctor's letter confirming I am pregnant. I faxed them all the things they wanted, and still, no reply from them on the status of my suspension.

The last admin person I called yesterday tried to help and told me my membership was only suspended for 1 month, NOT the 12 months I am ENTITLED to. So, to all those ex consultants from TF who lecture us about reading the T&C properly before signing, please do not blame the poor customers who are victims. Your club doesn't even FULFIL their contractual agreement to us, within the T&C.

Also, I had asked them to suspend my husband's membership as well, since we joined under a Married Couple's Membership, as stated by the MC. I have been sick with all day sickness throughout my pregnancy, to the point where I can't work or drive. My poor husband has to take care of me, AND has a full time job. He has no time to go to the gym. So for all these reasons, I asked if they could also suspend his membership till after I give birth.

They start quoting the rubbish T&C, saying only the sick person is entitled. I said, if I had a dependent who is dying from cancer and I had to take care of him/her, ARE YOU SAYING I CAN'T SUSPEND MY MEMBERSHIP BECAUSE I'M not dying of cancer?!?!? Unfortunately, none of the admin people can help, and they said they will get the MANAGER Umah to call me back. Again, she did not. ALL I wanted is for someone to call me back and update me on the status, because every month that passes is money WASTED!!!

I want to take this to consumer association, and the media. If you're going to do it, I'd like to join you.

From the complaints I've read here, TF is running a worse scheme than the pyramid, MLM or nigerian email scams. Once they have your money, they provide zero customer service. It's disgusting.

The thing is, I LIKE TF Jaya 33. IWe've recommended this to all our friends, and 5 people have joined because of us already!! I love the facilities, the classes, the cleanliness and most of the staff are friendly. It's only when you have a problem that they don't give a crap about you anymore. It really makes me sad that my happiness with TF is ruined by lousy CS. I wouldn't renew my membership anymore unless they solve my problem NOW and get staff with a better after-sales service attitude.

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Added on December 28, 2008, 1:20 pmSame here, I'm having major issues with TF and I asked for the HQ phone number and name of the GM or cust service head, and they said they are not authorised to give that out. I said it is my legal right to get that information because they are not resolving my issue here. But none of them would provide it, nor would they put me on the phone with a supervisor because they are all "busy" with other people. What a cop out.

I know the founder's name is Patrick Wee, but he's probably in Spore. I also want the email address of someone in top management, but this is the FIRST company I've dealt with that won't even supply that information, which is a violation of our consumer rights. Every other company will provide that info, and my issues will be resolved.

I would like to contact the MSia Consumer Rights Dept as well. Is there such a place? How do I get in touch? I want to join you. This is the only place I found but I don't know if they can take any action for us :

http://www.fomca.org.my/english/page.php?pageid=307

This post has been edited by angry chick: Dec 28 2008, 01:20 PM

I would suggest that you don't join any of the "international" chain type gyms. They all work the same way, though I must say True Fitness seems to be the worst among them.

Throughout my issue with them (which is still not resolved), they have MC's calling me every 2 days to come for FREE trial of their bloody True Spa and SMSes to sign up for lifetime membership etc ... I got fed up and told them that the next call better be from your Cust Serv Mgr, who still has not bothered to call me back in 1 month.

Don't even resolve my issue and want me to add more money into their damned bank?!? If this is how all Singporean companies work, I'm glad I don't live in Singapore.

Agreed. I like the facilities. It's the management and people that suck.

Our MC said if we needed to suspend our membership at anytime, for whatever reason, all we need is to write a letter to them. No need MC or all that rubbish supporting documents. When we read thru the T&C, it stated specifically that suspension was for medical reasons only.

My husband pointed that out, and said this isn't what he told us. But he was desperate to close the sale I think, and he waved it off, saying it was just a formality and we just had to write a letter and it would be ok for any reason. We wanted him to write that on the contract and sign it, but he said no need.

Now, a year later, they are refusing to allow us a suspension without a medical note or something from our company HR. Our reason was that my husband had to take care of me, as I am not well.

They refused, as they said my husband is not sick. WTF??

So I asked, if we had a dependant who has terminal cancer, and we had to care for them, they would also NOT give us suspension because it's our dependant who has cancer, and NOT US ?!?!? They said yes, suspension would only go to the person with cancer.

This really makes me sick, because all these instructions are coming from their top management. I've spoken to their operations people, and they are powerless to do anything because their top mgmt is refusing to be considerate.

This club really does not give a crap about it's customers.

Case in point, they don't even have a customer service department. There is NO SUCH THING. All they have is 2 operations people in the outlet (and 50 million salespeople who won't stop calling me to try their TRUE SPA) - and these operations people have no choice but to take the complaints because no one else WILL.

Take your money elsewhere. Do NOT give it to True Fitness as they are in the business of misleading and screwing over their customers. They will do all they can to keep your money, and squeeze all they can from you - with no concern to their long-term business.

If this is Singaporean business ethics, I'm glad I don't work in Singapore.