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Information is missing
Rima from Vilnius (name changed, person known as Delfi) said her son had been attending swimming pool training at one of the Impuls sports clubs for some time, but the situation changed when the sports club received a report in March. about COVID. 19 situations suspended the membership.
“It has been written that the membership will be suspended and the March fee will be recalculated,” he said. The woman explained that after the message, her son no longer went to the pool, but was surprised in September.
“A girl from Impuls called me and told me that she had an offer for me to pay for July because we are in debt. They offer to pay half the price, although we did not visit the pool for the entire period until September.
I began to explain the situation. They told me that if I had written a vacation request then they would not have charged me, but since I did not write the request and the club resumed its activities, the membership was automatically renewed, all fees.
I asked how I needed to know all this, then they told me I could read it on the website. Then I remembered that the coach had sent me a message. I checked it, I can confirm that I received it, but I didn’t see it, it was anonymous ”, he explained.
Rima said the club had clearly reported the suspension, but not the membership renewal.
“The fact is that paying half the price in July is not very big, but they put a lot of pressure on me to pay the money.
I turned to the manager, she began to explain to me that everything is provided for in the contract. Then I read that if there are any changes in the conditions, they must inform the clients one month in advance. It is these conditions that they certainly did not meet.
Finally, I began to threaten myself with bailiffs, I in turn threatened the Consumer Protection and Rights Service and that was the end. I finished the contract, “he said.
Impulse: we inform everyone
The newsroom asked Impuls to comment on the situation. Donata Visockaitė – Laurinčikienė, marketing director of the sports club network, said she regretted the situation, but confirmed that all customers were informed about the closing and opening of sports clubs.
“During the quarantine, when the clubs were down, contributions, of course, were not deducted. For the months of March and May, when memberships were valid for only part of the month, the membership fee was proportionally recalculated.
We send information to clients by SMS and email when both clubs closed and opened. In the newsletter and on the website, we provide information on how to deal with swimming contracts if there are no plans to continue swimming after quarantine. In addition, the client was informed by the coach herself, as mentioned. We also send SMS messages about the debts incurred. If the customer requests after receiving the message, we will immediately resolve the situation as necessary.
As you know, we were able to open sports clubs in May, but realizing the situation, we did not automatically activate swimming memberships neither in May nor in June. During that period, they were suspended free of charge so that parents had more time to submit suspension requests according to each individual need, ”he commented.
Speaking of September, the representative of the sports club assured that it was then that the most appropriate solutions were sought for all with the clients in each specific case.
Once again, we reported on debts, we applied retrospective suspensions to some clients, which allowed clients to not pay for future periods.
We clarify that a pause is granted retroactively in the event that clients pay the debt incurred and receive an invoice of 0 euros for the next relevant period and are free to practice sports at that time. It is true that we began to offer that when more and more clients, recognizing that they did not respond in time, began to apply. Since we do not know the identity of the client in this particular case, we cannot comment on when she applied, ”said D. Visockaitė – Laurinčikienė.
Marshals received
Arvydas, 57, from Klaipėda, told a similar story to Delfi. He assured me that in 2019 he ordered the discounted Impuls membership online at Klaipeda sports club.
“I was constantly visiting and paying until the beginning of the COVID-19 pandemic and the quarantine.
After quarantine, I did not start going to the gym because I am at risk, I have diabetes, heart disease and the club cannot guarantee my safety. I have informed the gym about this via email more than once. by mail. Although I had not signed the contract, I asked the club to terminate it remotely, “he said.
Still, in July, the man said he had received a report from sheriffs.
“I received a notification from the Debt Collection Service and a request to pay not only the debt for the absence period of 96.33 EUR, but also compensation for the discounts of 222.12 EUR and the collection fee of 55 EUR . In total – 421 Eur in 7 days “, the man was angry, but added that he had paid the amount.
“I don’t want to be prosecuted, but it was a huge and unexpected blow to my budget. I felt like a mouse in a mousetrap, ”he said.
It reminded me several times of the obligation to pay
D. Visockaitė – Laurinčikienė, speaking about the situation of Arvydas from Klaipėda, also presented his reply.
He stated that this customer signed a direct debit agreement when purchasing a membership on the website, and when purchasing a membership online, customers agree to the terms of purchase and must also sign a contract that is activated on the customer’s first payment.
He made the first payment on the same day and visited the club from the first day the contract was signed until the day the country was declared in quarantine, that is, March 9, 2020.
After the end of the quarantine and the start of the club’s activities, on May 18, the client received an SMS with information that the clubs are already operating, the accounts have been activated and the clients are invited to continue playing in the Impuls clubs said.
It is true that payments are not being made, according to an Impuls spokesperson, the man received a notice on May 27 and immediately requested to terminate the contract.
At that time, the customer was offered to suspend their membership free of charge until July 1, and if this option is not suitable, submit a request to terminate the valid contract.
The agreement stipulates that in the event that the agreement is terminated at the client’s initiative, without impulse or fault of the client, before the minimum contract expires, the client agrees to pay the discount of the service used to purchase the membership with annual discount. .
We do not receive a written request from the customer to cancel the membership. They also sent him 4 reminders of defaults and accumulated debts on June 17, 30 and July 13 and 23. Finally, due to the lack of response from the client, the debt was transferred for recovery on August 31.
We are always looking for solutions that are of mutual benefit, it is a pity that the client did not inform if he had any questions. The customer’s contract is currently terminated, he has covered all obligations, we are sorry if this inconvenience caused him incidents, “said D. Visockaitė – Laurinčikienė.
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