Audio Automation

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ We have reviewed members account and have approved the cancellation of his membership, while continuing to pay to the Personal Training on a biweekly basis Club Level staff do not have the authorization to put through a cancellation when Personal Training remains on accountThat said, the process we have put in place for situations like this is for the club level staff to contact Head Office to give the approval as there are many factors we look at prior to approvingWe apologize this did not occur in this case Member's membership agreement with World Health has been terminated effective todayThe personal training will continue to bill, the last scheduled payment is 022/05/Should the member have any further questions, he can contact me directly Regards, [redacted] Director of Member Services World Health Edmonton, Inc Head Office 2nd Floor, StAlbert Trail Edmonton, AB T5L 5E Direct: XXX XXX XXXX Facsimile: XXX XXX XXXX [redacted] @worldhealth.ca http://www.worldhealth.ca

Initial Business Response / [redacted] (1000, 5, 2016/06/06) */ On January 31st, [redacted] purchased a year membership billed biweekly, starting February 13th, biweekly payments are required under the obligation of the agreement, however after the initial term, as clearly stated on the front of the signed agreement: "I agree to pay bi-weekly dues of $(plus GST) starting 02/13/2015, for biweekly payments My membership will continue automatically thereafter for every subsequent week period until cancelled in accordance with this agreement." Term and Condition on the back [redacted] 's membership states the following: "CANCELLATION OF AGREEMENT BY THE MEMBER: The member may terminate this agreement as follows: (a) MONTHLY DUES MEMBERSHIP: After the expiration of the agreed number of Monthly Dues the member may terminate this Agreement by, (i) completing a cancellation form days prior to their next billing date, within any WH facility, or (ii) sending written notice of cancellation by prepaid registered mail days prior to the next due date...." "Phone, facsimile e-mail, or verbal cancellation are not accepted" [redacted] has spoken to Member Services and myself, the Director of Member Services As stated directly to him, we are unable to issue a refund for the charges billed after the obligation as per the terms and condition of his signed agreement Our staff are fully trained in our cancellation procedure and many steps occur to ensure no cancellations are missed The following occurs on accounts that cancel in our facilities: Member is checked into the facility to review account and eligibility to cancel Cancellation form is filled out by member, signed both by member and employee The form is a carbon copy, this enables to retain a copy, along with provided a member a copy for their records The cancellation form is uploaded to the members account and a note is made The cancellation form is recorded on a summary sheet, for next day processing There was no indication of any of the above steps On May 11th, [redacted] did visit our facility to fill out the documentation required to cancel a WH membership The above steps occurredThe cancellation form was filled out with our days' notice (and signed off too)The last billing was to occur on June As a courtesy we waived the days' notice [redacted] 's final billing with World Health occurred on May 6th, Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with this response [redacted] My monthly bill was about $until the end of January [redacted] The employee did not ask to scan my card nor did the employee offer me any paperwork to do soWhether or not this is proper procedure, the employee failed to follow through with their duties when a customer asks them about cancelling their account and that is what caused the problem in the first place I had signed a year contract and had not used my membership since August I had purchased trainer packages on top of the membershipI have no issues with paying that as that was what I had signed up for and knew what I was paying forI did not wish to keep my membership active for longer than that as I was not even using it I had confirmed that it was within weeks prior to the end of my contract that I had entered the gym to ensure the cancellation of my accountI can't find the exact date that I entered the facility as they did not give me paperwork when I did enter, however they do have the means to find out as they have recordings of who enters the building

Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ On December 29th, 2015, member signed up for a Fitness Club Month to month membership This membership is billed bi-weekly at the cost of $plus GST At the same time, member signed a Personal Training Agreement for sessions The agreement that was signed, clearly states the following: "billings at $starting 1/02/Bi Weekly on Friday" While the membership purchased was month to month and can be cancelled at any time in accordance with our cancellation policy, the Personal Training purchased is non-cancellable and non-refundable I have reviewed the account in great detail and do not see a cancellation request being submitted from the Gateway location I have also followed up with the Fitness Manager dealing with the account and he has informed me multiple follow-ups were attempted to get member into meet with him A conversation occurred at one point and the Fitness Manager agreed to cancel everything as long as the member came in to sign the cancellation form and finalize the termination of the account No attempt was made to follow through on the members end to complete the cancellation Shortly after member requested a transfer on his personal training sessions, the Fitness Manager agreed to allow this, despite being out of policy There was no follow up after this point regarding the transfer of paid sessions The current status of the membership is terminated The balance on the Personal Training sessions has been waived and no further billings will occur If member is still interested in transferring his sessions, he can contact me directly to arrange Regard, Brea T [redacted] Director of Member Services World Health Edmonton, Inc Head Office 2nd Floor, StAlbert Trail Edmonton, AB T5L 5E Direct: Facsimile: [redacted] @worldhealth.ca http://www.worldhealth.ca

Initial Business Response / [redacted] (1000, 5, 2016/06/06) */ On January 31st, [redacted] purchased a year membership billed biweekly, starting February 13th, biweekly payments are required under the obligation of the agreement, however after the initial term, as clearly stated on the front of the signed agreement: "I agree to pay bi-weekly dues of $(plus GST) starting 02/13/2015, for biweekly paymentsMy membership will continue automatically thereafter for every subsequent week period until cancelled in accordance with this agreement." Term and Condition on the back [redacted] 's membership states the following: "CANCELLATION OF AGREEMENT BY THE MEMBER: The member may terminate this agreement as follows: (a) MONTHLY DUES MEMBERSHIP: After the expiration of the agreed number of Monthly Dues the member may terminate this Agreement by, (i) completing a cancellation form days prior to their next billing date, within any WH facility, or (ii) sending written notice of cancellation by prepaid registered mail days prior to the next due date...." "Phone, facsimile e-mail, or verbal cancellation are not accepted" [redacted] has spoken to Member Services and myself, the Director of Member ServicesAs stated directly to him, we are unable to issue a refund for the charges billed after the obligation as per the terms and condition of his signed agreement Our staff are fully trained in our cancellation procedure and many steps occur to ensure no cancellations are missedThe following occurs on accounts that cancel in our facilities: Member is checked into the facility to review account and eligibility to cancel Cancellation form is filled out by member, signed both by member and employee The form is a carbon copy, this enables to retain a copy, along with provided a member a copy for their records The cancellation form is uploaded to the members account and a note is made The cancellation form is recorded on a summary sheet, for next day processing There was no indication of any of the above stepsOn May 11th, [redacted] did visit our facility to fill out the documentation required to cancel a WH membershipThe above steps occurredThe cancellation form was filled out with our days' notice (and signed off too)The last billing was to occur on June As a courtesy we waived the days' notice [redacted] 's final billing with World Health occurred on May 6th, Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with this response [redacted] My monthly bill was about $until the end of January [redacted] The employee did not ask to scan my card nor did the employee offer me any paperwork to do soWhether or not this is proper procedure, the employee failed to follow through with their duties when a customer asks them about cancelling their account and that is what caused the problem in the first place I had signed a year contract and had not used my membership since August I had purchased trainer packages on top of the membershipI have no issues with paying that as that was what I had signed up for and knew what I was paying forI did not wish to keep my membership active for longer than that as I was not even using it I had confirmed that it was within weeks prior to the end of my contract that I had entered the gym to ensure the cancellation of my accountI can't find the exact date that I entered the facility as they did not give me paperwork when I did enter, however they do have the means to find out as they have recordings of who enters the building

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ We have reviewed members account and have approved the cancellation of his membership, while continuing to pay to the Personal Training on a biweekly basis Club Level staff do not have the authorization to put through a cancellation when Personal Training remains on account That said, the process we have put in place for situations like this is for the club level staff to contact Head Office to give the approval as there are many factors we look at prior to approving We apologize this did not occur in this case Member's membership agreement with World Health has been terminated effective today The personal training will continue to bill, the last scheduled payment is 022/05/ Should the member have any further questions, he can contact me directly Regards, [redacted] Director of Member Services World Health Edmonton, Inc Head Office 2nd Floor, StAlbert Trail Edmonton, AB T5L 5E Direct: XXX XXX XXXX Facsimile: XXX XXX XXXX [redacted] @worldhealth.ca http://www.worldhealth.ca

On November 8, at 10:28am member contacted one of our locations inquiring on how to cancel as he had moved.? The employee working the front desk confirmed contact details for our Head Office to be in touch with the member as he is no longer in Edmonton and in club cancellation can only be done in person.On November 8, at 4:50pm, a World Health Member Service Representative reached out to the member via email explaining the information that was required to cancel.? Member responded providing the DOB’s for himself and spouse.? The Member Service rep then responded informing member that the membership was still in obligation until January 3rd, 2017.? However, if proof of move was provided (epcor bill, address change, mail) we could cancel the membership with days’ notice.? No response was received therefore the memberships were not cancelled.? The back to the member can be provided if required.? World Health is will to go back to November, the point of initial contact and accept days’ notice with proof of move.? A refund would then be issued for the December 9, and this charge was billed out of the days since initial contact.? If proof can’t be provided, we will accept payment to the end of the obligation.? This includes the following charges:December 23rd - $40.95? Member can contact me directly at the contact information below to make arrangements.? ? Regards,Brea T [redacted] Director of Member ServicesWorld Health Edmonton, Inc[redacted] **? [redacted] ? ? ? ? ? ? ? ? ? ? ? ? Regards, Brea Towpich Director of Member Services World Health Edmonton, IncHead Office 2nd Floor, StAlbert Trail Edmonton, AB? T5L 5EDirect: Facsimile: [email protected] http://www.worldhealth.ca ? ?

After a review of members account with World Health, there is no evidence of a cancellation attempt on January 12, 2017.? The following cancellation policy applies to all memberships: “The MEMBER may terminate this Agreement as follows: (a) MONTHLY DUES MEMBERSHIP:? After the expiration of the agreed number of Monthly Dues the MEMBER may terminate this Agreement by (i) completing a cancellation form days prior to their next bill date, within any WH facility, or (ii) sending written notice of cancellation by prepaid registered mail days prior to the next Monthly Dues date to WH’s Head Office.” There has been numerous communications since February 21, when the account first became past due.? We have reached out to the member explaining our cancellation policy and have emails outlining the communication we have hadWith the above said, we recognize based on the chehistory that the member has not been utilizing the membership since January, therefore we are willing to waive the past due as a courtesy up to and including the necessary days’ notice that would have been required if a cancellation occurred when the member stated he contacted the facilityI have attached the signed agreement for review.? This agreement outlines the biweekly payments along with the terms and conditions agreed uponIf there is any further clarification needed, I can be reached directly at the information below? Regards, ? Brea T [redacted] Director of Member Services World Health Edmonton, IncHead Office [redacted] Edmonton, AB? T5L 5EDirect: [redacted] Facsimile: [redacted] http://www.worldhealth.ca

Initial Business Response / [redacted] (1000, 5, 2016/04/08) */ On April 5, 2015, [redacted] purchased a month membership, financed for biweekly payments At this time a session Personal Training package was also purchased This was also financed for biweekly payments Since the purchase date, the sessions have been used, as well as all payments made On April 21st, another session personal training package was purchased On September 16, 2015, another session renewal occurred The two packages purchased after the point of sale were set up for the opposite bill dates as the membership and first training package While these where signed and authorized by the member to bill on the dates specified in the agreement, World Health recognizes the ability to be billed weekly (every Friday) We rectified this by having the member sign new agreements to match her membership and first training package On February 17, this occurred and notes state member was happy with this outcome World Health considered the billing issue to be successfully resolved We received confirmation of the resolution via text from the member I have followed up with the manager regarding the claims that employees do not return messages We have filed under the members account numerous no-shows, constant cancellations including a note stating the trainer assigned to the member is unable to train the client going forward due to an overwhelming amount and cancellations and no shows The cancellations and communication between the trainer and member are all documented and copied into the members file Currently, there is a balance of $for the members Personal Training The membership is out of obligation and can be cancelled when the training is resolved That said, World Health would love the opportunity to find a trainer best suited for the member and her schedule Member can contact myself directly, at the information below, or contact the Fitness Manager at her home location Brea T [redacted] Director of Member Services World Health Edmonton, Inc [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The lady I spoke too said I was done with some of my payments and then continued to take money out of my account without letting me know she had made a mistake She did it 2x and then when I asked her she said oops that must be frustrating no apology or anything [redacted] e

World Health's discontinuation process has number of steps that take place at club level.When a member visits us to discontinue their membership, they meet with an Employee to review their membership options, and complete a discontinuation request formThe carbon copy request form is signed by both the member and the General Manager – we leave the member with a copy, and retain a copy for our recordsThis request is then uploaded to the members account, supplemented with a detailed noteTo complete our last steps, our staff then record the request on a summary document to allow for processing to occur, and the original request is sent to our Head Office via courier for a final review.The steps outlined above allow for us to ensure that if a document is misplaced, or if human error has occurred, there are various ways by which we can locate the request.In taking a look into members account, and following the steps above, we were able to located a check-in, along with the payment mentioned Although we do not have a form to accompany the request, we reviewed the check-ins on account and do not see any visits after payment was made We have terminated members account effective today No further payments or billings are required Regards, [redacted] Director of Member ServicesWorld Health Edmonton, Inc.Head Office 2nd Floor, StAlbert TrailEdmonton, AB T5L 5EDirect: Facsimile: [redacted]

Initial Business Response /* (1000, 5, 2016/01/15) */
On December 29th, 2015, member signed up for a Fitness Club Month to month membership This membership is billed bi-weekly at the cost of $plus GST At the same time, member signed a Personal Training Agreement for sessions The
agreement that was signed, clearly states the following:
"billings at $starting 1/02/Bi Weekly on Friday"
While the membership purchased was month to month and can be cancelled at any time in accordance with our cancellation policy, the Personal Training purchased is non-cancellable and non-refundable
I have reviewed the account in great detail and do not see a cancellation request being submitted from the Gateway location I have also followed up with the Fitness Manager dealing with the account and he has informed me multiple follow-ups were attempted to get member into meet with him A conversation occurred at one point and the Fitness Manager agreed to cancel everything as long as the member came in to sign the cancellation form and finalize the termination of the account No attempt was made to follow through on the members end to complete the cancellation Shortly after member requested a transfer on his personal training sessions, the Fitness Manager agreed to allow this, despite being out of policy There was no follow up after this point regarding the transfer of paid sessions
The current status of the membership is terminated The balance on the Personal Training sessions has been waived and no further billings will occur If member is still interested in transferring his sessions, he can contact me directly to arrange
Regard,
Brea T***
Director of Member Services
World Health Edmonton, Inc
Head Office
2nd Floor, StAlbert Trail
Edmonton, AB T5L 5E
Direct:
Facsimile:
***@worldhealth.ca
http://www.worldhealth.ca

After a review of members account with World Health, there is no evidence of a cancellation attempt on January 12, 2017. The following cancellation policy applies to all memberships: “The MEMBER may terminate this Agreement as follows: (a) MONTHLY DUES MEMBERSHIP: After the expiration of
the agreed number of Monthly Dues the MEMBER may terminate this Agreement by (i) completing a cancellation form days prior to their next bill date, within any WH facility, or (ii) sending written notice of cancellation by prepaid registered mail days prior to the next Monthly Dues date to WH’s Head Office.” There has been numerous communications since February 21, when the account first became past due. We have reached out to the member explaining our cancellation policy and have emails outlining the communication we have hadWith the above said, we recognize based on the chehistory that the member has not been utilizing the membership since January, therefore we are willing to waive the past due as a courtesy up to and including the necessary days’ notice that would have been required if a cancellation occurred when the member stated he contacted the facilityI have attached the signed agreement for review. This agreement outlines the biweekly payments along with the terms and conditions agreed uponIf there is any further clarification needed, I can be reached directly at the information below Regards, Brea T*** Director of Member Services World Health Edmonton, IncHead Office *** *** *** *** *** *** Edmonton, AB T5L 5EDirect: *** *** Facsimile: *** *** *** http://www.worldhealth.ca

Initial Business Response /* (1000, 5, 2016/03/31) */
On September 9th, *** purchased a year, fitness club membership, the first bill date was set for September 25th, 2016, biweekly thereafter for paymentsIn addition to the membership, *** purchased personal training sessions, at a point
of sale rateThis rate is offered only at the point of sale, unless an upgrade is purchased during the personal fitness consultation that are provided with the membership purchaseThese sessions are non-cancellable and non-refundable, as stated on the front of the signed agreement
*** was booked in for his first consultation at a time that was convenient for himUnfortunately, the trainer *** was booked in with was hospitalized that dayThe front desk informed the manager on duty and *** was re-booked, with another trainerAccording to statements from the employees, *** decided not to wait for the new trainer and proceeded to workout***, the new trainer looked for *** on the floor, once he located the member, *** expressed that he did not want to see *** and did not want to re-book
When *** contacted our Assistant Fitness Manager regarding what had happened during his first consultation, Tim sincerely apologized for the confusionHe rectified the situation by scheduling *** in with our most senior trainer that was confirmed to be available during ***'s available timesHe also at that time explained to *** that the training is non-refundable, but in this case he would make an exception as long as *** completed both his personal fitness consultations with Derrick, this was on October 2nd, He also confirmed with *** that should he have any booking issues with Derrick, to contact him directly to figure something outImmediately after the conversation, Derrick was in touch with *** and was booked in without issueThe Assistant Fitness Manager heard no complaints from *** regarding any booking issuesDerrick however, informed the Assistant Manager that on two occasions that he had booked *** in, *** had given same day cancellation noticeThe cancellations are documented in text messages that can be provided if requested
On October 28th, 2015, the Assistant Manager left a voicemail for *** regarding his cancellations and the exception that was made to cancel the personal training if the consultations were completed within the daysNo contact was made until *** called the Assistant Manager on January 12th, well after the days*** was informed that because he did not complete the consultation, unfortunately no refund or cancellation would be issuedAnother conversation occurred again on March 18th, the manager reiterated no refund or cancellation would occur, however we would be happy to get *** booked in to use his sessions, *** declined
At this time, we feel we have done everything to get *** in for training, even offering him the exception of doing the PFC's with our senior trainer, and then deciding if the sessions were worth his value
*** is more than welcome to contact myself, to ensure he gets the value in the sessions purchasedI can make arrangements at any one of our Fitness facilities to accommodate his schedule
*** ***
Director of Member Services
World Health Edmonton, Inc
Head Office
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Initial Consumer Rebuttal /* (3000, 7, 2016/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Yes you are correct I signed up for trainning sessions with EddyYour contract may say that they are at a point of sale rate, but your staff member told me otherwise and said I would get a discounted rate if I wanted additional sessionsThen I found out this wasn't the case after my 1st consultation with TONYTony then tried to sell me on more trainning sessions that would be a different rate than I was told by Eddy
When I showed up for my 1st trainning session and signed in at the front desk I told them I had a appointmentThe staff at this point and time did not inform me that this staff was hospitalized they informed me that derrick wasn't there and that there was no records of me having an appointment with himI decided to proceed with my work out because the girlfriend had a appointment with a different trainerminutes into my work out I was then approached by ALI and he asked me if I was ***I told him yesALI asked if I wanted to talkAt this point I was frustrated with what happened and how it was dealt with and I told him that NO I did not want to talkAll ALI said was DO YOU WANT TO TALK? I said no call me tomorowdays went by and I never heard from ALI or a manager which then prompted me to chase you guys around to express my frustrations with the level of customer service that was beeing provided
Afterward all that Tim did was got me in contact with your "senior" trainerWorld Health never confirmed times that worked for me all they did was set me up with Derrick there senior trainerAfter contacting Derrick it seemed the only times that were available to book with him was during my work hoursSo yes it is true I tried booking with derrick but the reason I had to cancel is I couldn't leave work early to make itSo once again here I am chasing world health around and it seems only way I can get in after all this mess around was during my work hours
Tim informed me that I could cancel my membership given the circumstances even if it was outside of your day money back guaranteeThen after several weeks of trying to book these "2" appointments that I needed to book before getting money back I give up chasing world health around
After trying to contact tim several times and messages not getting to him I finally got through to TIM and then world health no longer was willing to give me a refund because it had been too long*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
World health has clearly said in the past that they would refund my money and that is what I think they should do*** *** *** *** *** *** *** *** *** *** *** *** ***
Final Business Response /* (4000, 17, 2016/06/06) */
CorrectAS per World Health's day money back guarantee, check-ins and consultations are required under the terms and conditions
*** can contact me directly to arrange the booking of these sessions
Regards,
***
Director of Member Services
World Health Edmonton, Inc
Head Office
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Final Consumer Response /* (4200, 19, 2016/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be contacting you directly to arrange booking these sessions*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

Initial Business Response /* (1000, 5, 2016/01/22) */
On January 8th, 2015, member purchased a Fitness club month to month membershipThe membership purchased can be cancelled at any time with days' notice as per the terms and conditionsOn April 27, 2015, a membership credit request (MCR)
was filled out and signed by the memberSupporting documentation was provided to back up the request for months of leave due to being out of province for Education
As per the credit request signed, the terms and conditions are as follows:
A maximum of six months per calendar year may be granted for time missed due to illness/injury or employment/school out of area
World Health will continue to bill your account during time missed
Credits will be applied upon completion of obligation (which in this case was not a issue as member was on a month to month agreement
Credit application request must be completed with the following:
aRegistrar letter indication you were attending school out of area
All of the above was provided and approvedThe signed documents are available at anytime for reviewWorld Heath made a exception in this situation and rather credit the account upon return, billing stopped during the time frame requested and signed off by the memberAll other conditions and stipulations pursuant to originally signed agreement remain in effect during and after the creditThis includes the World Health's cancellation policy
The edmmembers email address has been searched in great detail for the mentioned cancellation email sentA record was not found, all emails are archived and saved for instances like thisAt the time the member came in on April 27th, there was no mention of a email request to cancel rather the MCR being filled out
At this time, World Health will refund member the annual facility fee debited from the account on the 8th of January in the amount of $We will also waive the days notice and cancel the account effective immediately based on the request in this review
A cheque will be sent to ***, which is the address we have on fileIf this is incorrect, member can contact me directly to update information
Regards,
***
Director of Member Services
World Health Edmonton, Inc
Edmonton, AB T5L 5E
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX

Initial Business Response /* (1000, 5, 2016/06/06) */
On January 31st, *** purchased a year membership billed biweekly, starting February 13th, biweekly payments are required under the obligation of the agreement, however after the initial term, as clearly stated on the front
of the signed agreement:
"I agree to pay bi-weekly dues of $(plus GST) starting 02/13/2015, for biweekly payments My membership will continue automatically thereafter for every subsequent week period until cancelled in accordance with this agreement."
Term and Condition on the back ***'s membership states the following:
"CANCELLATION OF AGREEMENT BY THE MEMBER: The member may terminate this agreement as follows: (a) MONTHLY DUES MEMBERSHIP: After the expiration of the agreed number of Monthly Dues the member may terminate this Agreement by, (i) completing a cancellation form days prior to their next billing date, within any WH facility, or (ii) sending written notice of cancellation by prepaid registered mail days prior to the next due date...."
"Phone, facsimile e-mail, or verbal cancellation are not accepted"
*** has spoken to Member Services and myself, the Director of Member Services As stated directly to him, we are unable to issue a refund for the charges billed after the obligation as per the terms and condition of his signed agreement
Our staff are fully trained in our cancellation procedure and many steps occur to ensure no cancellations are missed The following occurs on accounts that cancel in our facilities:
Member is checked into the facility to review account and eligibility to cancel
Cancellation form is filled out by member, signed both by member and employee
The form is a carbon copy, this enables to retain a copy, along with provided a member a copy for their records
The cancellation form is uploaded to the members account and a note is made
The cancellation form is recorded on a summary sheet, for next day processing
There was no indication of any of the above steps On May 11th, *** did visit our facility to fill out the documentation required to cancel a WH membership The above steps occurredThe cancellation form was filled out with our days' notice (and signed off too)The last billing was to occur on June As a courtesy we waived the days' notice ***'s final billing with World Health occurred on May 6th,
Initial Consumer Rebuttal /* (3000, 7, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with this response
*** *** *** *** *** *** *** *** *** *** My monthly bill was about $until the end of January *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
The employee did not ask to scan my card nor did the employee offer me any paperwork to do soWhether or not this is proper procedure, the employee failed to follow through with their duties when a customer asks them about cancelling their account and that is what caused the problem in the first place
I had signed a year contract and had not used my membership since August I had purchased trainer packages on top of the membershipI have no issues with paying that as that was what I had signed up for and knew what I was paying forI did not wish to keep my membership active for longer than that as I was not even using it
I had confirmed that it was within weeks prior to the end of my contract that I had entered the gym to ensure the cancellation of my accountI can't find the exact date that I entered the facility as they did not give me paperwork when I did enter, however they do have the means to find out as they have recordings of who enters the building

Initial Business Response /* (1000, 5, 2016/01/22) */
On January 8th, 2015, member purchased a Fitness club month to month membership The membership purchased can be cancelled at any time with days' notice as per the terms and conditions On April 27, 2015, a membership credit request (MCR)
was filled out and signed by the member Supporting documentation was provided to back up the request for months of leave due to being out of province for Education
As per the credit request signed, the terms and conditions are as follows:
A maximum of six months per calendar year may be granted for time missed due to illness/injury or employment/school out of area
World Health will continue to bill your account during time missed
Credits will be applied upon completion of obligation (which in this case was not a issue as member was on a month to month agreement
Credit application request must be completed with the following:
aRegistrar letter indication you were attending school out of area
All of the above was provided and approved The signed documents are available at anytime for review World Heath made a exception in this situation and rather credit the account upon return, billing stopped during the time frame requested and signed off by the member All other conditions and stipulations pursuant to originally signed agreement remain in effect during and after the credit This includes the World Health's cancellation policy
The edmmembers email address has been searched in great detail for the mentioned cancellation email sent A record was not found, all emails are archived and saved for instances like this At the time the member came in on April 27th, there was no mention of a email request to cancel rather the MCR being filled out
At this time, World Health will refund member the annual facility fee debited from the account on the 8th of January in the amount of $ We will also waive the days notice and cancel the account effective immediately based on the request in this review
A cheque will be sent to ***, which is the address we have on file If this is incorrect, member can contact me directly to update information
Regards,
***
Director of Member Services
World Health Edmonton, Inc
Edmonton, AB T5L 5E
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX

Initial Business Response /* (1000, 6, 2015/11/20) */
Member purchased a year financed membership agreement on October 17, The terms of the agreement were as follows:
"Biweekly dues of $(plus GST) starting on 10/31/for paymentsMy membership will continue automatically
thereafter for every subsequent week period until cancelled in accordance with this agreement
I understand I will be charged an Annual Facility Improvement fee of $plus GST every year on 10/30"
Our cancellation policy, which is outlined on the back of member's agreement is as follows:
"(10) CANCELLATION OF AGREEMENT BY THE MEMBER: The MEMBER may terminate this agreement as follows: (a) Monthly Dues Membership: After the expiration of the agreed number of monthly dues the MEMBER may terminate this agreement by 9I) completing a cancellation form days prior to their next billing date, within any WH facility"
By the member going to cancel on October 30th, the days were still applicable, however, the annual facility improvement fee (AFIF) is taken into consideration to members who have paid it within days of cancellation
Because member was billed the AFIF within days of cancelling her membership, we stopped the days' notice billingsNo further charges have gone through on members account after the date of her cancellation
If any further clarification is needed, I can be contacted directly at the contact information below
Brea T***
Director of Member Services
World Health Edmonton, Inc
Head Office
*** *** XXXXX *** *** ***
Edmonton, AB T5L 5E
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX
***@worldhealth.ca
http://www.worldhealth.ca

Initial Business Response /* (1000, 5, 2016/03/31) */
On September 9th, *** purchased a year, fitness club membership, the first bill date was set for September 25th, 2016, biweekly thereafter for payments In addition to the membership, *** purchased personal training sessions, at a point
of sale rate This rate is offered only at the point of sale, unless an upgrade is purchased during the personal fitness consultation that are provided with the membership purchase These sessions are non-cancellable and non-refundable, as stated on the front of the signed agreement
*** was booked in for his first consultation at a time that was convenient for himUnfortunately, the trainer *** was booked in with was hospitalized that day The front desk informed the manager on duty and *** was re-booked, with another trainer According to statements from the employees, *** decided not to wait for the new trainer and proceeded to workout ***, the new trainer looked for *** on the floor, once he located the member, *** expressed that he did not want to see *** and did not want to re-book
When *** contacted our Assistant Fitness Manager regarding what had happened during his first consultation, Tim sincerely apologized for the confusion He rectified the situation by scheduling *** in with our most senior trainer that was confirmed to be available during ***'s available times He also at that time explained to *** that the training is non-refundable, but in this case he would make an exception as long as *** completed both his personal fitness consultations with Derrick, this was on October 2nd, He also confirmed with *** that should he have any booking issues with Derrick, to contact him directly to figure something out Immediately after the conversation, Derrick was in touch with *** and was booked in without issue The Assistant Fitness Manager heard no complaints from *** regarding any booking issues Derrick however, informed the Assistant Manager that on two occasions that he had booked *** in, *** had given same day cancellation notice The cancellations are documented in text messages that can be provided if requested
On October 28th, 2015, the Assistant Manager left a voicemail for *** regarding his cancellations and the exception that was made to cancel the personal training if the consultations were completed within the days No contact was made until *** called the Assistant Manager on January 12th, well after the days *** was informed that because he did not complete the consultation, unfortunately no refund or cancellation would be issued Another conversation occurred again on March 18th, the manager reiterated no refund or cancellation would occur, however we would be happy to get *** booked in to use his sessions, *** declined
At this time, we feel we have done everything to get *** in for training, even offering him the exception of doing the PFC's with our senior trainer, and then deciding if the sessions were worth his value
*** is more than welcome to contact myself, to ensure he gets the value in the sessions purchased I can make arrangements at any one of our Fitness facilities to accommodate his schedule
*** ***
Director of Member Services
World Health Edmonton, Inc
Head Office
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Initial Consumer Rebuttal /* (3000, 7, 2016/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Yes you are correct I signed up for trainning sessions with EddyYour contract may say that they are at a point of sale rate, but your staff member told me otherwise and said I would get a discounted rate if I wanted additional sessionsThen I found out this wasn't the case after my 1st consultation with TONYTony then tried to sell me on more trainning sessions that would be a different rate than I was told by Eddy
When I showed up for my 1st trainning session and signed in at the front desk I told them I had a appointmentThe staff at this point and time did not inform me that this staff was hospitalized they informed me that derrick wasn't there and that there was no records of me having an appointment with himI decided to proceed with my work out because the girlfriend had a appointment with a different trainerminutes into my work out I was then approached by ALI and he asked me if I was ***I told him yesALI asked if I wanted to talkAt this point I was frustrated with what happened and how it was dealt with and I told him that NO I did not want to talkAll ALI said was DO YOU WANT TO TALK? I said no call me tomorowdays went by and I never heard from ALI or a manager which then prompted me to chase you guys around to express my frustrations with the level of customer service that was beeing provided
Afterward all that Tim did was got me in contact with your "senior" trainerWorld Health never confirmed times that worked for me all they did was set me up with Derrick there senior trainerAfter contacting Derrick it seemed the only times that were available to book with him was during my work hoursSo yes it is true I tried booking with derrick but the reason I had to cancel is I couldn't leave work early to make itSo once again here I am chasing world health around and it seems only way I can get in after all this mess around was during my work hours
Tim informed me that I could cancel my membership given the circumstances even if it was outside of your day money back guaranteeThen after several weeks of trying to book these "2" appointments that I needed to book before getting money back I give up chasing world health around
After trying to contact tim several times and messages not getting to him I finally got through to TIM and then world health no longer was willing to give me a refund because it had been too long*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
World health has clearly said in the past that they would refund my money and that is what I think they should do*** *** *** *** *** *** *** *** *** *** *** *** ***
Final Business Response /* (4000, 17, 2016/06/06) */
Correct AS per World Health's day money back guarantee, check-ins and consultations are required under the terms and conditions
*** can contact me directly to arrange the booking of these sessions
Regards,
***
Director of Member Services
World Health Edmonton, Inc
Head Office
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Final Consumer Response /* (4200, 19, 2016/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be contacting you directly to arrange booking these sessions*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

Initial Business Response /* (1000, 6, 2015/11/20) */
Member purchased a year financed membership agreement on October 17, The terms of the agreement were as follows:
"Biweekly dues of $(plus GST) starting on 10/31/for payments My membership will continue automatically
thereafter for every subsequent week period until cancelled in accordance with this agreement
I understand I will be charged an Annual Facility Improvement fee of $plus GST every year on 10/30"
Our cancellation policy, which is outlined on the back of member's agreement is as follows:
"(10) CANCELLATION OF AGREEMENT BY THE MEMBER: The MEMBER may terminate this agreement as follows: (a) Monthly Dues Membership: After the expiration of the agreed number of monthly dues the MEMBER may terminate this agreement by 9I) completing a cancellation form days prior to their next billing date, within any WH facility"
By the member going to cancel on October 30th, the days were still applicable, however, the annual facility improvement fee (AFIF) is taken into consideration to members who have paid it within days of cancellation
Because member was billed the AFIF within days of cancelling her membership, we stopped the days' notice billings No further charges have gone through on members account after the date of her cancellation
If any further clarification is needed, I can be contacted directly at the contact information below
Brea T***
Director of Member Services
World Health Edmonton, Inc
Head Office
*** *** XXXXX *** *** ***
Edmonton, AB T5L 5E
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX
***@worldhealth.ca
http://www.worldhealth.ca

Initial Business Response /* (1000, 5, 2016/06/06) */
On April 17, 2013, *** purchased a Financed month membership with World Health at our former *** location Due to unforeseen circumstances on August 25th, 2013, we unfortunately were left with no option than to close this
location
According to our records, *** began attending our *** location on April 8th, On October 14, 2014, *** invested in a session Personal Training Package A $cash down payment was made (5%) of the full package value The total value of the package was $ The signed agreement is non-transferable and non-refundable
While *** used these sessions on a regular basis, payments were automatically debited and approved up until April 6, At this time, the payments began decliningOur Account Services team began reaching out to *** to rectify her past due account status After being past due for over plus days, accounts are placed in an internal collections status After serval attempts at making regular payments, accounts automatically fall into a final warning process whereas a notice is sent as a final effort to resolve the account prior to further escalation The timeline below outlines the collection procedures and arrangements that occurred on ***'s account prior to a final notice being sent These have been documents on ***'s account during the process
July 20-2015-Member made arrangements with collector for $biweekly on the 1st and 16th of each month
Sep 18-2015- Statement sent
Oct 10-2015- *** requested copy of contract - emailed
Oct 28-2015- Account Services called member againShe said she hadn't had the time to review the agreementsI let her know she missed her October PaymentShe gave authorization to put payment through that day
Nov 16-2015- possessed payment $Approved
Dec 1- - payment $Approved
Dec 15-- payment $Declined
Jan -- Account Services called member made her aware of the payments decliningShe told collector to try the card again that day and to process her next payment 02-01-
Feb-01-- payment $DeclinedAll payments declined there after
April-11-- member was sent "Last Notice prior to Third Party Collections"
April-11-to April-25--Member emailed back Sent member a new statement and she sent her bank statement Collector let member know we can still accept her payment plan but she has to make a payment by the end of the monthIt's been over days since her last paymentMember did not respond to last email sent April 25-
While we always want to avoid escalating accounts to a third party, we are unable to hold past due balances if promise to pay arrangements are not metAccording to our notes and call logs, many attempts have occurred to resolve the balance As for the declines, we process payments direct onto a *** machine The bank sends the response code The payments indicated above were declined directly from the user's institution
We are more than willing to work further with *** to resolve this matter and hold her account from going to third party as long as arrangements are made and met *** can contact me directly at the email/number below to proceed further with the past due and avoid further escalation
***
Director of Member Services
World Health Edmonton, Inc
Head Office
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Initial Consumer Rebuttal /* (3000, 7, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I said I have tried to contact Jody R*** to process the payment for all of the remainder of money that I owed and she hasn't replied to meI even tried to calling her office and she is never there to make sure she got my emailBut I will be willing to contact Brea and talk with her because I wasn't even aware that the transaction weren't going through because I have enough credit to cover everythingThank you

Initial Business Response /* (1000, 5, 2016/04/08) */
On April 5, 2015, *** purchased a month membership, financed for biweekly payments At this time a session Personal Training package was also purchased This was also financed for biweekly payments Since the purchase date, the
sessions have been used, as well as all payments made On April 21st, another session personal training package was purchased On September 16, 2015, another session renewal occurred
The two packages purchased after the point of sale were set up for the opposite bill dates as the membership and first training package While these where signed and authorized by the member to bill on the dates specified in the agreement, World Health recognizes the ability to be billed weekly (every Friday) We rectified this by having the member sign new agreements to match her membership and first training package On February 17, this occurred and notes state member was happy with this outcome World Health considered the billing issue to be successfully resolved We received confirmation of the resolution via text from the member
I have followed up with the manager regarding the claims that employees do not return messages We have filed under the members account numerous no-shows, constant cancellations including a note stating the trainer assigned to the member is unable to train the client going forward due to an overwhelming amount and cancellations and no shows The cancellations and communication between the trainer and member are all documented and copied into the members file
Currently, there is a balance of $for the members Personal Training The membership is out of obligation and can be cancelled when the training is resolved That said, World Health would love the opportunity to find a trainer best suited for the member and her schedule
Member can contact myself directly, at the information below, or contact the Fitness Manager at her home location
Brea T***
Director of Member Services
World Health Edmonton, Inc
***
Initial Consumer Rebuttal /* (3000, 7, 2016/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The lady I spoke too said I was done with some of my payments and then continued to take money out of my account without letting me know she had made a mistake
She did it 2x and then when I asked her she said oops that must be frustrating no apology or anything***e