9Round Fitness

Please confirm that you contact the business around April 3rd and reported an Injury.Good Morning ***,On April 3rd *** contacted me and informed me that he was dealing with an injury and was wondering what his best option was and specifically asked if putting it on hold was a better option then cancelling if he was planning on returning this fallI immediately emailed him back giving him his optionsI said putting it on hold is a better option if you are planning on coming back because you hold your current membership rate but I need a letter from your doctor saying you are injured and have not been able to workout in order to put it on hold(this is standard procedure and I don't think too much to ask) Then I explained that if he prefers to cancel per contract it we need a day written notice to cancel and that he would need to stop in and fill out the cancellation formI did not hear back from him for about a month and a half nor did he stop in to fill out the cancellation formThe next email I got from him just said, " [redacted] stop billing me." I immediately emailed him back again asking if he sent me a doctors note in case I missed an email which then I would have gladly refunded that months paymentAgain I did not hear back from him for about a month I was happy to help him whichever way worked best for him and thoroughly explained his options which he choose to not follow thru with either oneI do admit that maybe I should have followed up with him when I didn't get a confirmation back either way but I have members and ultimately it is not my responsibility it his responsibility to not only follow up and follow the proper procedures but also his responsibility to know the terms of any and all contracts he signsAlso the fact that he has not come to the gym since fall is neither here nor thereThat is not my fault, the gym was open and operating business hours the entire time and that was his choice not to use the gym and his membershipAgain I have the email transcripts with dates/timelines to back this upI run a honest and fair business and to my knowledge this is my first complaintI am always willing to help my members with any request even if they want to cancel but proper procedures must be followed by everyone.Thanks, [redacted]

It's just an issue with the systemMy software indicated that the customer had been refunded, but the transaction provider (ClubReady) voided the transaction instead of refunding itOnce the customer brought it to my attention, I worked diligently with ClubReady to get the issue resolvedThe customer has been refunded and I have notified the customer of the resolution before this complaint was even lodgedI would like to go on to say, that I have never avoided the customers messages.?

Please confirm that you contact the business around April 3rd and reported an Injury.Good Morning ***,On April 3rd ***? contacted me and informed me that he was dealing with an? injury and was wondering what his best option was and specifically asked if? putting it on hold was a better option then cancelling if he was planning? on returning this fallI immediately emailed him back giving him his? optionsI said putting it on hold is a better option if you are planning? on coming back because you hold your current membership rate but I need a? letter from your doctor saying you are injured and have not been able to? workout in order to put it on hold(this is standard procedure and I don't? think too much to ask)? Then I explained that if he prefers to cancel per contract it we need a 30? day written notice to cancel and that he would need to stop in and fill out? the cancellation? form.? I did not hear back from him for about a month and a half nor did he? stop in to fill out the cancellation formThe next email I got from him? just said, " [redacted] stop billing me." I immediately emailed him back again? asking if he sent me a doctors note in case? I missed an email which then I? would have gladly refunded that months paymentAgain I did not hear back? from him for about a month.? I was happy to help him whichever way worked best for him and? thoroughly explained his options which he choose to not follow thru with? either oneI do admit that maybe I should have followed up with him when I? didn't get a confirmation back either way but I have members and? ultimately it is not my responsibility it his responsibility to not only? follow up and follow the proper procedures but also his responsibility to? know the terms of any and all contracts he signsAlso the fact that he has? not come to the gym since fall is neither here nor thereThat is not? my fault, the gym was open and operating business hours the entire? time and that was his choice not to use the gym and his membership.? Again I have the email transcripts with dates/timelines to back this up.? I run a honest and fair business and to my knowledge this is my first? complaintI am always willing to help my members with any request even if? they want to cancel but proper procedures must be followed by everyone.Thanks, [redacted]

It's just an issue with the systemMy software indicated that the customer had been refunded, but the transaction provider (ClubReady) voided the transaction instead of refunding itOnce the customer brought it to my attention, I worked diligently with ClubReady to get the issue resolvedThe
customer has been refunded and I have notified the customer of the resolution before this complaint was even lodgedI would like to go on to say, that I have never avoided the customers messages.

Please confirm that you contact the business around April 3rd and reported an Injury.Good Morning ***,On April 3rd *** contacted me and informed me that he was dealing with an injury and was wondering what his best option was and specifically asked if putting it on hold was a better
option then cancelling if he was planning on returning this fallI immediately emailed him back giving him his optionsI said putting it on hold is a better option if you are planning on coming back because you hold your current membership rate but I need a letter from your doctor saying you are injured and have not been able to workout in order to put it on hold(this is standard procedure and I don't think too much to ask) Then I explained that if he prefers to cancel per contract it we need a 30 day written notice to cancel and that he would need to stop in and fill out the cancellation form. I did not hear back from him for about a month and a half nor did he stop in to fill out the cancellation formThe next email I got from him just said, "*** stop billing me." I immediately emailed him back again asking if he sent me a doctors note in case I missed an email which then I would have gladly refunded that months paymentAgain I did not hear back from him for about a month. I was happy to help him whichever way worked best for him and thoroughly explained his options which he choose to not follow thru with either oneI do admit that maybe I should have followed up with him when I didn't get a confirmation back either way but I have members and ultimately it is not my responsibility it his responsibility to not only follow up and follow the proper procedures but also his responsibility to know the terms of any and all contracts he signsAlso the fact that he has not come to the gym since fall is neither here nor thereThat is not my fault, the gym was open and operating business hours the entire time and that was his choice not to use the gym and his membership. Again I have the email transcripts with dates/timelines to back this up. I run a honest and fair business and to my knowledge this is my first complaintI am always willing to help my members with any request even if they want to cancel but proper procedures must be followed by everyone.Thanks,***
***

Revdex.com:At this time, I have not been contacted by 9Round Fitness regarding complaint ID [redacted]Sincerely,[redacted]

The complaint is being pursued by a former member of our gym, 9Round Citrus Heights. This member initially signed up for a membership with our gym on a month-to-month basis, however she chose to re-sign a 12 month term agreement with us at a lower rate than her initial membership. Last month, she...

made the decision to cancel her membership, which according to the membership contract she may not cancel until either the 12 month term is over or she has paid the contract in full. We offered her a $150 early termination fee to cancel her membership without having to pay the full financial obligation of over $500. She is now trying to dispute the charges claiming we unfairly charged her $150 when this was the early termination fee offered to her. We have tried to contact her by phone multiple times and we have e-mailed her many times explaining the charges and that she must either fulfill the payments as stated in the contract or accept the $150 early termination charge. We have taken all of the necessary steps to try and resolve this matter, however, according to her contract, she has a financial obligation she must fulfill before her membership can be cancelled completely.

Please confirm that you contact the business around April 3rd and reported an Injury.Good Morning [redacted],On April 3rd [redacted] contacted me and informed me that he was dealing with an injury and was wondering what his best option was and specifically asked if putting it on hold was a better...

option then cancelling if he was planning on returning this fall. I immediately emailed him back giving him his options. I said putting it on hold is a better option if you are planning on coming back because you hold your current membership rate but I need a letter from your doctor saying you are injured and have not been able to workout in order to put it on hold. (this is standard procedure and I don't think too much to ask) Then I explained that if he prefers to cancel per contract it we need a 30 day written notice to cancel and that he would need to stop in and fill out the cancellation  form. I did not hear back from him for about a month and a half nor did he stop in to fill out the cancellation form. The next email I got from him just said, "[redacted] stop billing me." I immediately emailed him back again asking if he sent me a doctors note in case I missed an email which then I would have gladly refunded that months payment. Again I did not hear back from him for about a month.  I was happy to help him whichever way worked best for him and thoroughly explained his options which he choose to not follow thru with either one. I do admit that maybe I should have followed up with him when I didn't get a confirmation back either way but I have 400 members and ultimately it is not my responsibility it his responsibility to not only follow up and follow the proper procedures but also his responsibility to know the terms of any and all contracts he signs. Also the fact that he has not come to the gym since fall 2016 is neither here nor there. That is not my fault, the gym was open and operating normal business hours the entire time and that was his choice not to use the gym and his membership. Again I have the email transcripts with dates/timelines to back this up. I run a honest and fair business and to my knowledge this is my first complaint. I am always willing to help my members with any request even if they want to cancel but proper procedures must be followed by everyone.Thanks,[redacted]