WARNING: Deceptive practices, hidden fees, and terrible customer service
I recently exercised my 14-day legal right of withdrawal to cancel my membership. Before doing so, I specifically checked with the staff at BOTH the Rozengracht and Singel branches to ask if there would be any cancellation costs. Both employees explicitly assured me that there would be absolutely ZERO costs involved. Relying on their word, I cancelled. Suddenly, TrainMore’s Customer Care hit me with a €75 fee, hiding behind their Terms& Conditions. When I formally disputed this under Dutch consumer law (Articles 6:230m & 6:230s BW) which protects consumers against hidden fees without explicit prior warning, their customer service representative completely ignored my legal arguments and refused to escalate the issue to a club manager. Instead of resolving the dispute or accepting my offer to settle it amicably, TrainMore chose to escalate the harassment. They unjustifiably bumped the charge from €75 to €115 and actually sent a collection agency (Boeder Incasso) after me! It is incredibly frustrating that verbal guarantees from TrainMore staff mean absolutely nothing. They misinform you at the desk and then use collection agencies to bully you into paying when you hold them to their word. Warning to anyone looking for a gym in Amsterdam: DO NOT trust what the staff here tells you unless you get it in writing. Avoid this place if you value transparent and honest business practices.