Healthtrax Fitness and Wellness

My daughter submitted an email canceling her membership. Healthtrax continued to withdraw the monthly fee for 16 months and has only remitted halfI am writing on behalf of my daughter [redacted]. At the time of her membership in question she was a grad student and I was paying her expenses. [redacted] joined Healthtrax [redacted] authorized them to deduct dues automatically until she provided notice of cancellation. When she moved from the area she asked personnel how to cancel and was advised to submit a request by email. She did so in [redacted] of '14 to the email of [redacted], Executive. She later moved again and changed banks. That is when she later realized the auto pays had continued for 16 months. I contacted [redacted] and she eventually found [redacted]'s email in her spam folder. After several emails [redacted] received a check for only half the office advised as a way of meeting her halfway.I advised [redacted] this was still fraudulent practice and was not acceptable. Her only response was that she would send my email to legal. I warned her of my intention to file a complaint with both the Revdex.com and the [redacted] office which I have done.I feel they are wrong to keep the money. It was unfortunate that my daughter did not catch it sooner on her bank statement but as a full time grad student it just slipped by. I work hard for my money and resent them keeping fees when no services were provided. I also resent Healthtrax personnel trying to blame [redacted] for not following proper cancellation procedures. She was not told of a specific form to use only to send an email.We would like the other [redacted] refunded.Desired SettlementWe fully expect Healthtrax to refund the rest of the money they continued to deduct on a monthly basis after being notified of [redacted]'s club membership cancellation.Business Response Contact Name and Title: [redacted] Executive DiContact Phone: XXX-XXX-XXXXContact Email: [redacted]@healthtrax.net[redacted] contacted us on [redacted] 2015 via email, stating her daughter had moved from the area and she was continuing to be billed the monthly fee. She included an email request from her daughter stating she had moved and wanted the membership to be cancelled with an earlier date.We have no record of ever receiving an email from [redacted] around that date - we have checked all accounts including spam folders.Our membership agreements clearly state the 2 methods of cancellation for discontinuing your monthly membership - come in to the Center and complete a cancellation form or submit your request via certified mail.We have a very strict policy on NOT accepting cancellation requests via telephone or email - simply because they cannot be verified and dates can easily be changed on emails - especially emails on phones.All of our staff is made aware of this policy.Our first record of a request to cancel this account is the email from [redacted] on [redacted]After speaking with our Corp Customer Service Dept and explaining the situation of the email from her mother stating [redacted] had left the area - we agreed to meet the situation halfway.The cancellation was not processed correctly and we had no way of knowing that [redacted] had left the area or when.Half of the fees collected since Mrs [redacted] stated [redacted] had left were refunded.We feel we were fair in meeting this situation halfway as we have no way of verifying any previous request to cancel or relocation.Thank you.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The statement Provided is totally false. The executive director, [redacted], sent me an email stating she had found . A copy of [redacted]'s request in her spam folder!I can forward that to you if necessary. I also told her [redacted] was told by an employee all she needed to do was send an email requesting her membership be cancelled. They are lying. As far as I am concerned it is fraudulent on their part to keep $ [redacted] In fees. Final Business Response We feel we did indeed try to meet this situation halfway already. We have refunded half of the disputed amount.We have no proof of when [redacted] left the area - we accepted the word of her mother. The cancellation was not done properly. We do not accept email or phone cancellations. We have no way of proving that [redacted] even spoke to an employee regarding cancellation.We have no record of an email request prior to [redacted]'s first email. In early response I certainly might have suggested it may have gone to a spam account and we would check, but upon investigation , we could find no record of any email. Even if we had - it is still not an acceptable form of cancellation.It is our policy to try to be fair and meet conflicts halfway, as in this case. We do have policies and procedures, as any company does, and we do maintain the integrity of these policies and procedures. In this case the consumer did not follow the cancellation policy as outlined in their membership agreement - and after review, we in good faith did meet the situation halfway for them.

My daughter submitted an email canceling her membership. Healthtrax continued to withdraw the monthly fee for 16 months and has only remitted halfI am writing on behalf of my daughter [redacted]. At the time of her membership in question she was a grad student and I was paying her expenses. [redacted] joined Healthtrax [redacted] authorized them to deduct dues automatically until she provided notice of cancellation. When she moved from the area she asked personnel how to cancel and was advised to submit a request by email. She did so in [redacted] of '14 to the email of [redacted], Executive. She later moved again and changed banks. That is when she later realized the auto pays had continued for 16 months. I contacted [redacted] and she eventually found [redacted]'s email in her spam folder. After several emails [redacted] received a check for only half the office advised as a way of meeting her halfway.I advised [redacted] this was still fraudulent practice and was not acceptable. Her only response was that she would send my email to legal. I warned her of my intention to file a complaint with both the Revdex.com and the [redacted] office which I have done.I feel they are wrong to keep the money. It was unfortunate that my daughter did not catch it sooner on her bank statement but as a full time grad student it just slipped by. I work hard for my money and resent them keeping fees when no services were provided. I also resent Healthtrax personnel trying to blame [redacted] for not following proper cancellation procedures. She was not told of a specific form to use only to send an email.We would like the other [redacted] refunded.Desired SettlementWe fully expect Healthtrax to refund the rest of the money they continued to deduct on a monthly basis after being notified of [redacted]'s club membership cancellation.Business Response Contact Name and Title: [redacted] Executive DiContact Phone: XXX-XXX-XXXXContact Email: [redacted]@healthtrax.net[redacted] contacted us on [redacted] 2015 via email, stating her daughter had moved from the area and she was continuing to be billed the monthly fee. She included an email request from her daughter stating she had moved and wanted the membership to be cancelled with an earlier date.We have no record of ever receiving an email from [redacted] around that date - we have checked all accounts including spam folders.Our membership agreements clearly state the 2 methods of cancellation for discontinuing your monthly membership - come in to the Center and complete a cancellation form or submit your request via certified mail.We have a very strict policy on NOT accepting cancellation requests via telephone or email - simply because they cannot be verified and dates can easily be changed on emails - especially emails on phones.All of our staff is made aware of this policy.Our first record of a request to cancel this account is the email from [redacted] on [redacted]After speaking with our Corp Customer Service Dept and explaining the situation of the email from her mother stating [redacted] had left the area - we agreed to meet the situation halfway.The cancellation was not processed correctly and we had no way of knowing that [redacted] had left the area or when.Half of the fees collected since Mrs [redacted] stated [redacted] had left were refunded.We feel we were fair in meeting this situation halfway as we have no way of verifying any previous request to cancel or relocation.Thank you.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The statement Provided is totally false. The executive director, [redacted], sent me an email stating she had found . A copy of [redacted]'s request in her spam folder!I can forward that to you if necessary. I also told her [redacted] was told by an employee all she needed to do was send an email requesting her membership be cancelled. They are lying. As far as I am concerned it is fraudulent on their part to keep $ [redacted] In fees. Final Business Response We feel we did indeed try to meet this situation halfway already. We have refunded half of the disputed amount.We have no proof of when [redacted] left the area - we accepted the word of her mother. The cancellation was not done properly. We do not accept email or phone cancellations. We have no way of proving that [redacted] even spoke to an employee regarding cancellation.We have no record of an email request prior to [redacted]'s first email. In early response I certainly might have suggested it may have gone to a spam account and we would check, but upon investigation , we could find no record of any email. Even if we had - it is still not an acceptable form of cancellation.It is our policy to try to be fair and meet conflicts halfway, as in this case. We do have policies and procedures, as any company does, and we do maintain the integrity of these policies and procedures. In this case the consumer did not follow the cancellation policy as outlined in their membership agreement - and after review, we in good faith did meet the situation halfway for them.