“My Wife and I joined the local DW Fitness First (DW) gym in Dundee in January 2019.
Unfortunately after 3 months my wife started getting pains in her knee joints which got gradually worse even while taking medicine prescribed by her Doctor. The pains got so bad that she could no longer attend the gym and on 7 May 2019 she informed the staff at the gym that she wished to cancel her membership, She was informed that if she wished to cancel her membership she would require to obtain a letter from her Doctor stating the medical reason and submit an application for early departure through DW Fitness First website https://www.dwfitnessfirst.com/departure/ . My Wife obtained her Doctor's letter and submitted her completed application in full compliance with DW Membership Terms and Conditions and the procedures on DW website.
DW sent a letter to my wife dated 24 May 2019 informing her that her Doctor's letter was insufficient evidence to allow for her early cancellation and requested her to arrange completion of a completely different document which they referred to as a "Medical Pack" (only one sheet) which is not included in DW Membership Terms and Conditions and the procedures on DW website.
DW has continued to ignore my correspondence with them informing them that my Wife's application is in full compliance with DW Membership Terms and Conditions and the requirements on DW website https://www.dwfitnessfirst.com/departure/ . DW have also failed to provide any explanation for their mishandling of my Wife's application for cancellation of her membership.
Without a doubt this is a disgraceful company to deal with. I have checked Trustpilot website and they also have listed hundreds of complaints against DW.”
