My experience with SevenEleven Fitness has been nothing short of a nightmare. After being a loyal…read moremember for over three years, I attempted to cancel my membership in July 2024 due to a relocation to Essen, a city with no SevenEleven locations. Despite providing significant notice, proof of my move, and following their instructions, my cancellation was delayed months, resulting in unnecessary charges.
SevenEleven demanded a city registration document as proof of my move, which I couldn't provide immediately due to administrative delays unique to foreigners in Germany (appointments at Auslanderbehorde). Perhaps unique to Essen, the Burgeramt will not register foreigners on Visas for city registration, they will refer you to the Auslanderbehorde. Despite this explanation, they refused to accept or consider reasonable alternatives. Their staff made the process even more frustrating: one associate, Pascal, acknowledged the unreasonable situation and suggested that my lease agreement with my landlord would suffice, but when provided, other staff dismissed this, ignored follow-ups, and even hung up on me during phone calls when i attempted to reconnect with Pascal again (so kind of you Emily).
As if this wasn't enough, they referred an alleged outstanding balance of €73.94 to a third-party collection agency, Finion Capital, after finally terminating the contract, adding collection fees and further harassment. This is despite the fact that the charges stemmed from their mishandling of my cancellation. They will continue to refer to the ruling of 4 May 2016 - XII ZR 62/15 of the Federal Court of Justice, which implies that a move does not constitute good cause for the termination of a contract to substantiate their predatory and unreasonable practices, Loyal customer or not.
SevenEleven's policies are inflexible, their staff unhelpful, and their treatment of customers appalling. I strongly advise against joining this gym unless you're prepared for endless frustration when trying to cancel your membership.
Despite my frustrations, I am open to updating this review if SevenEleven Fitness acknowledges the mistreatment I've endured, resolves the issues fairly, and demonstrates genuine respect for me as a long-time customer. After three years of loyalty, I never imagined being subjected to such rigid policies and unprofessional behavior. It seems clear they prioritize squeezing as much money as possible out of departing customers rather than fostering goodwill. While I am willing to work toward a resolution, my faith in their willingness to treat customers fairly has been severely damaged.
