Very disappointing experience after 8 years membership I was a member for 8 years in Munich. When l joined, the gym was really lux, and the trainers and classes were excellent. Over time the standard deteriorated (mouldy showers, no shower gel, pool often shut for no reason etc) but I kept going as the classes were really good. My problem is their lack of communication/customer service. I agreed with Elements in writing to pause my contract during the height of Covid for 6 months…however, they continued to charge me via direct debit every month…despite me phoning multiple times and asking them to keep to our agreement. I just got put on hold/through to voice mail. Eventually, l went in person and got it resolved: they didn’t refund the money, but extended my contract with the months they owed me accordingly. I requested that going forward, l could pay via invoice/bank transfer and l cancel the direct debit. They agreed, and sent me monthly invoices. l ultimately decided to cancel my contract as l just wasn’t enjoying using the gym anymore. I received a letter stating it was a 3 month cancellation period, but as it was in German, and l skim read it, l didn’t notice that (I'm not German). They didn’t send me any more invoices so l thought all was good. About 9 months later, a debt collector agency contacted me requesting over 400€ instead of the 240€ for the 3 months. l asked Elements if l could pay the amount to them, and use the gym for a further 3 months, as it was a genuine misunderstanding on my part. They told me – in writing - that l was a liar, l deliberately didn’t pay the fees, and they would no longer engage in communication with me. I was pregnant at the time and couldn’t face going back in person to try and reach a resolution. My advise - be wary!

Date of experience: 29 August, 2024