Formal Complaint Regarding Unfair Termination of Membership and Poor Handling by Hillfox Branch Staff

To Whom It May Concern,

I am writing to formally express my dissatisfaction with the manner in which my 17-year-old son's membership was handled at the Hillfox branch of Moove Motion Fitness.

He had been a loyal member for over two years, yet in August 2025, his membership was suddenly terminated without prior notice to us, his legal guardians. I found this not only alarming but also irresponsible, considering he is a minor and parental engagement should have been a priority before any disciplinary action was taken.

Upon inquiry, I attempted to engage with the manager on duty to understand the situation and requested CCTV footage to substantiate the accusations made against him. Disappointingly, I was met with mixed responses, vague explanations, and no concrete evidence. Despite multiple follow-ups over the past two weeks, no footage or formal explanation has been provided.

It has also come to my attention that there seems to be a pattern of bias among staff towards a certain group of youngsters at the branch, raising concerns about the fairness and consistency of how policies are enforced.

In a time when customer service and business retention should be a priority, it is disheartening to see such poor standards in ethics, communication, and accountability. Moove Motion Fitness had the opportunity to resolve this matter professionally but instead chose to alienate a long-standing member and their family.

I trust you will take this matter seriously and respond with the professionalism and transparency that any concerned parent and client deserves. I also hope this message prompts internal reflection and action to prevent similar incidents in the future.