1 /5 Taff N: I cancelled my Pilates add on to my Snap Fitness Sunbury membership back in June, giving the required notice as clearly stated in the contract. Fast forward to October, and I discovered that $569 had been deducted from my account, four months after my cancellation.
When I realised this, I contacted the gym immediately on Wednesday, 29 October and spoke with the Manager. I sent through my original cancellation email and screenshots showing the incorrect deductions to make it easier to resolve. I was told the refund would be submitted and that I would be contacted with an update, but that never happened.
Over the next few days, I had to chase every update myself, calling, emailing, and even visiting in person. When I spoke with the Assistant Manager, I was told the Manager was away sick and that once the emails were working again, the refund would be processed immediately. Still, no one followed up or confirmed anything. It was not until today, Monday 3rd of November I learned the refund request had only been submitted on Friday the 31st of October, meaning nothing had progressed for two days despite my multiple follow ups.
I completely understand that technical issues can happen. But in those 72 hours, someone could have simply picked up the phone to let me know what was going on. Snap Fitness has my contact details and knows who I am the moment I call. A quick phone call would have made all the difference.
In the end, this was not even about how long the refund would take. It was about communication, respect, and integrity. It was about knowing what the process looked like and that the matter was being handled seriously. I had to specifically request a written email outlining what was happening because no one had proactively contacted me.
Mistakes happen, but the silence and lack of ownership made this experience extremely disappointing.
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