I joined in January 2011 shorly after they opened. Went in a couple of weeks ago to cancel since I had not been using the service AND had recently had a change in job status that reduced my salary quite a bit. Times are tough and was looking to save any way I can. The $80 a month is an expense I can do without. Spoke with Lindsey who had me fill out a non-renewal form and said I was good to go. She took my key fob and I left thinking all was well.
Later that day the Area Manager contacted me to indicate they have a policy that you must cancel at least 30 days BEFORE the contract expires and I missed it by TWO days. I called him back, explained my situation and asked if there was any way to make an exception. He did not think there would be because another customer had just gone through the same process having missed her deadline by four days. When he approached the owners about her, they declined to provide any break. I asked if he could at least try for me and indicated he would.
By the way, he mentioned that they have 1000 members. If that is true, that is $80,000 a month in income and the owners can afford to miss my payment. He also told me that because of their large customer base they couldn't email everyone and remind them of their renewals. Funny ... I have belonged to numerous on-line services that manage to contact me about renewals BEFORE taking my money just to ensure I want to continue with them.
Within the next day, I had received an email explaining that no exception would be made for me and that if I still wanted to cancel, I would need to come back in fill out another form and pay a $250 cancellation fee. Oh yes, I still want to cancel.
So if you are thinking of joining a gym this New Year avoid KoKo FitClub. They don't understand the concept of customer care.