Premier Fitness claims to be “one of the top 50 companies in Canada.” I’d love to see that statement legitimized, but I’d also like to make a suggestion to all of you who are considering running a business.

But first, let me tell you a story about a company that stole from me. And then avoided me. And then lied to me. And then caved after almost a year of pressure.  I keep meticulous records in my agenda, and I’m glad I did- I think you’ll enjoy this story!

The Facts:

April 1st, 2008 I sign up at Premier Fitness.  I had previous heard many rumors and warnings and stories- that people often get screwed by fitness places, and at this one in particular.  So I decided to pay the whole year’s fees up front.  They said that was fine, but that they still had to keep my banking info on file.  I said no. They said they’d charge me an extra $150 if I didn’t. I was mad. I should have walked away right then and there. But I didn’t. I paid the whole amount upfront and left my banking info with them… but protected my back as follows: I made the club manager fill out a form that said that “no automatic renewal shall occur without Premier Fitness first contacting the clients and him agreeing to do so in writing.”  So I’m safe right?

April 30th, 2009 Premier Fitness membership expires. Broken cardio equipment, filthy showers, broken sinks, and a general stench compel me to decide not to renew.  They never contact me about it, so we can all assume I lived happily ever after.

July 30th I log into my online banking site.  I notice a charge from Premier for $34.27.  I rage.  Look back to June- another charge for $34.27. Same for May. Ditto for April.

July 31st I find the original agreement that I sign.  I call the club on Upper James. They say the manager is away on holidays. Call back in a week.

August 10th I call back. They say he’s at the Wentworth location. I call the Wentworth location. They say he’s at the Upper James location. I leave messages at both.

August 12th. No phone calls returned from either place.  I call Upper James. They said he’s at Wentworth. I let her know what I think of her manager.  I call Wentworth. “One moment please.”  I hold the line for 5 minutes.  “May I ask who’s calling?”  Jared Brock. “Oh, he’s actually with a client right now.’  Riiiiight. Tell him I’ll be there in 10 minutes. “Sorry, you need to book an appointment.”  Okay, let’s book one for tomorrow.  “Oh, we don’t actually book his appointments at this location.”  I see. The how exactly does he have an appointment there right now?  She hangs up on me.

August 12th still. I drive to Wentworth. He’s just left for the day.

August 13th. I go to the Upper James location. I press the secretary and get his schedule for the week.

August 14th I walk straight into his office at the Upper James location. Drop my stack of paperwork and demand my immediate refund of $137.07. He looks through it all, says okay, and starts filling out the paperwork. Apparently these matters are handled by head office, so he can only make a request. I tell him he can pay me cash from his own pocket.  He tells me there’s nothing he can do personally.  I remind him that he’s a part owner of the entire company.  He grins.  I restrain myself from knocking his teeth out.  We sign the paperwork. He tells me that my refund cheque should arrive at the club in 6-8 weeks, and that someone will call to let me know.  I don’t hold my breath, and tell him I’ll be back to pick it up exactly 8 weeks from today.

October 14th Cheque arrives. Kidding. I go in, the secretary hasn’t even heard of the situation.  Says she make some calls and find out.  Never calls me back.

October 28th I call Premier Headquarters. They said they never received the request. Called Upper James location again. Said they’d send out a ’second’ request. They said it was arrive at headquarters the next day, and that they’d call me.  They say it’ll take 8-12 weeks. I tell them it’s already been 10 weeks, so they’re already 2 weeks late.  She can’t promise anything. There’s nothing she can do. Naturally.

October 29th No call from Headquarters.

November 25th Called again. Leave 4 messages over three days. No calls returned.

November 30th Called for the 6th time. Said she’s get it signed by tomorrow and send to me directly.  She promised to call when it was in the mail.

December 1st No call received. No cheque sent.

December 14th Called for the 7th time.  Said she mailed the cheque on Friday the 11th, two weeks after the promised time.

December 29th Called for the 8th time.  She quotes me the supposed cheque number. Said if it didn’t arrive within a week, she’d cancel it and issue a new one…but that the cheque lady would be on holidays that week, so they’d send it out the week after.

February 4th Cheque finally arrives

February 7th Cheque Clears, 44 weeks from the date they first robbed me. That definitely takes the joy out of it!

All this to say:

If you’re going to run a business… treat people with dignity, respect, care, integrity, honesty, timeliness, and attention.

Or as a brilliant Jewish rabbi once put it, “Do for others what you would want them to do for you.”