Gym's creche policy, I don't think IABU, but would appreciate others views!

[MolesBreathless]

I have a small baby, so when I joined the gym about 6 months ago, the creche arrangements were top of my list of requirements. The 'membership consultant' very clearly told me that I could either 'pay as you go' for each session as I used them, or purchase a 'pre pay' pass that gave you a small discount on the usual hourly rate. If you choose to buy a pass, it comes with a standard 10 hours worth of creche time. The pass expires 3 months after purchase with no refund for unused time.

The first time I took DS to the creche (about 6 months ago), there was no issue at all, the staff explained the above to me and I bought a pass as I expected to use the gym quite frequently. They were very happy for me to either pay for the stand alone session or buy a pass.

I also do another (outdoor) sport so I didn't end up using the remaining creche hours within the 3 months so it expired. No big deal, I understood the T&Cs, my own fault.

I took DS there last week and again the staff explained to me that I had the option to buy a pass or pay for the session. I explained the situation with the last pass and said I would prefer to just pay as I went. Again, no issue at all, I paid for the session and thought no more of it.

I took him in today and was told that I had to purchase a 10 session pass or else DS would't be able to use the creche at all. The pay as you go arrangements that were previously available to me were apparently all a big mistake and was merely a 'training need' on the part of the staff (all of them!) who had told me it was an option.

I asked for a copy of the T&Cs and was given the attached. I've read it about 20 times and it seems quite clear that you can either buy a pass or pay in advance or pay at time of booking.

The first paragraph even says that the pass offers a 'discount from the hourly rate' which suggests that there is an hourly rate that you can pay without having the pass

Am I going mad? If I am, I am quite happy to be told, but if you read it the same way as I do, how should I handle it? I like the gym, and DS likes the creche so I don't want to flounce, but I know I won't use 10 sessions in a 3 month period and am not happy about having to pay for them. Had I been told this when I joined, I probably would have chosen a different gym.

So, AIBU?

Tweeting a good idea 'why I am being told at x branch that I HAVE to buy a crèche pass when I have always been able to buy individual hours. Not been told T&C's changed' (if that's short enough)

I like the idea of ringing the club, but they would almost certainly know it was me - I kicked up a proper fuss yesterday when I refused to buy this pre-paid voucher and they will remember me.

I'm not on Twitter, and I think I need to tread carefully tbh - I fairly confident I am in the right, but even if I 'win' this one, it may well prove to be a phyrric victory in that I would be reluctant to leave DS in their care in case they were mean to him

They wouldn't be mean to him!!

And Twitter is a good way to get companies to act. I use it when dishwashers catch Fire & parcels aren't delivered - quicker result than talking to people!

Not mean, but perhaps not as kind as they might be...and I will forever be 'that' parent...

Gyms are funny aren't they?

This will out me (well my location anyway) but my council-run leisure centre was taken over by a commercial organisation a few months ago which runs lots of leisure centres up and down the country. I have swimming lessons and you get them free if you are a member, or can pay every 15 weeks. I am not a member so I was renewing my lessons. I had a couple of credit notes for lessons not provided. Gym staff said that I'd move to monthly direct debit (fine, better than paying 15 weeks in one go) but because of that they wouldn't give a refund until I cancelled. Er: I've been having lessons there for 10 years! I could be having them for another 10 years (not because I'm not learning anything, they are more like coached sessions).

I told them from a legal perspective I didn't have to accept a credit note and was entitled to a refund. They didn't argue and said the manager would call me today to refund back to my card.

Oh and you can only buy something (googles, towel, whatever) from reception if you are a member. If you just pop in they won't sell you anything from their shop.

I'd be inclined to push things OP but it is difficult when it's your child. I let things go at nursery for the same reason when ds was small.

Horrible, isn't it? Sorry you're having woes too...

So quick update, I spoke to head office who rang through to the club in question while I was on hold. The club have confirmed that the policy is now that you can only buy blocks of 10 sessions in advance and they're not budging on this.

I did point out that the VA Website and the clubs own t&cs states you can pay for individual sessions, but apparently clubs are free to set their own policies on this and Head Office has no power to mske them change.

The man from was actually quite helpful tbh and has offered me a free 10 session voucher to 'facilitate my transition' to paying for blocks of 10. Still not exactly happy though.

He did ask what I wanted to do with my membership which I think means they will allow me to cancel my membership if I want to, but I don't!

Might mail the CEO, this isn't great publicity for them. I think health clubs have realised how bad a press they get for treating customers shabbily over their membership, so have now changed tack into fleecing parents instead. I'm sure they realise we are less likely to create waves as we don't want to create a negative environment for the care of our DCs...

Do email the CEO. Or tweet Virgin Active. They can't have one thing in their T&C's & website and then make up rules as they go along!

The staff won't treat your son horribly - you're not complaining about them - you're complaining about their big bosses (this must have come from the top). You might save them a load of hassle from having to placate lots of irate parents. (I have a disabled child & have made a lot of complaints in my time - the people on the shop floor so to speak usually support the complaints even if they can't say so publically - it's not as if you are complaining about one of their staff).

Right, have emailed the CEO - fingers crossed!

I'd also raise it with Trading Standards and see what they say - I'm sure that they would be interested...

Update!

Well, we have a victory! I emailed the CEO and received a 'placeholder' reply in about 10 minutes, then an email a few days later saying that they had been in touch with the club, who had misunderstood the policy and it is indeed as I thought (you can either pay for single sessions, or the 10 hours pass).

I think the confusion came about because I do indeed need to pay in advance, at the time of booking, instead of on departure. I expect the club misinterpreted the idea of paying in advance and thought it meant that you could only book if you had 'credit' on your pass so to speak.

I've booked DS in for the afternoon session on Monday, when the creche manager is on duty. I'm really hoping it won't be too awkward, although I'm going to have to try very hard not to do a and say how sorry I feel for her, y'know, having misunderstood the policy

I won't though, I'm actually really impressed by how efficiently the CEO's office got this resolved. I'm looking forward to putting this behind us and moving on - but thanks to everyone who posted and sent PMs...I forwarded the CEO a link to this thread so definitely have the power of MN to thank too

Brilliant - well done :)

Ahh, thanks, but I'm not sure I can claim much credit for it...

I'm not really looking forward to tomorrow tbh, I really hope she's a) there, so we can clear the air, and b) nice about it.

I expect she's had a bit of a 'talking to' and I'm probably not her favourite person.

I've only just come to this thread, but I think that's a great result.

I did think something was wrong with the club's stance from the start, as most tills are programmed, so how could you have paid for a one-off session unless it was programmed as an option in the till? And was therefore policy?