Jetts 24 Hour Fitness Asoke

Jetts Fitness – Day Pass Payment & Refund Process Review Overall Rating: 2/5 Stars (The score reflects a failure in the service process, not the final financial outcome.) Summary of Experience I purchased a day pass via the online debit/credit card portal accessed through the QR code at the entrance and was able to enter the club without issue. However, when a payment-related matter arose (specifically, the need to void or refund a transaction, such as a duplicate charge), the subsequent process for resolving this concern was inaccurate, inconsistent, and highly frustrating. ⸻ 1. Interaction with On-Site Branch Staff Upon raising the payment issue at the branch, the staff members declined to assume responsibility for the card transaction. I was informed that it was “not their problem” and was instructed to contact the official support channel directly for any refund or void request. This response suggests there may be insufficient internal training or unclear guidelines for handling payment disputes that originate from transactions made at the branch itself. ⸻ 2. Interaction with the Official Contact Channel When I contacted the official support channel as instructed, the guidance I received was contradictory. I was advised that the branch where the transaction took place was in fact responsible for initiating the void/refund process for the card payment. This directly conflicted with what the branch had told me and resulted in a confusing and unproductive back-and-forth between the two internal parties. ⸻ Conclusion & Recommendations The conflicting instructions from the branch staff and the official contact channel created an unnecessary and stressful loop, in which I was effectively placed in the role of intermediary between two internal Jetts Fitness departments. Both parties provided incorrect or incomplete information and neither initially took ownership of resolving the issue. Although the refund was ultimately processed, the experience revealed serious gaps in: • Internal communication between branches and central support • Staff training on procedures for handling debit/credit card payment issues • Clear, customer-friendly protocols for resolving straightforward payment queries I sincerely hope Jetts Fitness will review and improve its internal procedures and staff training in this area. A clear, consistent, and accountable process for payment adjustments and refunds would greatly enhance customer confidence and prevent similar situations for future members and visitors.

4 months ago