9Round

I first want to apologize that this has been a more arduous and lengthy process than the client expectedOur mission at 9Round is to empower clients to reach their fitness goals rounds at a time, and we do not give up on our clients easily On February 6, 2018, the client came in to the 9Round Appleton location with a medical note from a physician assistant to cancel her gym membership with 9Round and spoke with the trainer on dutyThe trainer was unsure if the medical note supplied was valid because (a) it was from a physician assistant (pA-C) and per the membership contract, we require a note from a physician (MD), (b) the note was vague and we typically receive a specific, fact based medical note, and (c) the note was written in what appeared to be the client’s handwriting and was not on official letterheadFor all of these reasons, the 9Round trainer was in the right to question the validity of the note as this would terminate a legally binding contractThe 9Round trainer attempted to contact the 9Round owner while he was with the client, but the owner was on a business trip and was indisposed at the timeThe 9Round trainer informed the client that he would bring this matter to the attention of the owner when she returned from her business trip for further analysisBoth the trainer who initially interacted with the client in the gym and the owner reached out to the client via phone and email on 2/and 2/On 2/8, the client was informed that she needed a medical note from a physician, was upset about this requirement, and did not respond to any future communication with the 9Round Appleton Team MembersThe owner also spoke with the client’s clinic to verify that the physician assistant had seen the client, however, due to HIPAA privacy rules, no other information could be gathered regarding this medical note In accordance with the Wisconsin Legislature 100.177(12), the 9Round Membership agreement states in “Cancellation Rights,” section 5(a) “You die or become disabledIf by reason of death or disability, you are unable to receive all services for which you contracted, then you or your estate may cancel this agreement without penalty and receive a pro rata refund, where applicable, for any prepaid sumsA “Disability” means a condition that precludes you from physically using the facilities and your disability must be verified by a physician.” Per the membership agreement, we require the disability to be verified by a physician and it must preclude the client from full use of the facilitiesThe issue arises from the fact that the client supplied a very vague medical note from a physician assistant, stating that “patient may not participate in kick boxing due to a medical condition.” First, we require, per the membership contract, a medical note from a physician and therefore would not accept this medical note from a physician assistantThis is clearly stated in plain english in the contract and had the client reviewed her contract before seeking medical attention, this could have been avoided Second, what does it mean that the client cannot kickbox? Can she not get in a ring and fight? Can she not kick? Can she not punch? What is precluding her from doing the 9Round circuit workout? 9Round offers a full body workout with integrated cardio in a circuit training formatFor a physician assistant to vaguely state that the client cannot kickbox does not give us enough information to determine if the client cannot receive the full services of 9Round because, as stated above, we are so much more than “kickboxing.” As the client stated in her complaint, she did not bring the knee pain to our attention before she attempted to cancel, nor was it mentioned specifically in her medical noteThe 9Round certified trainers are highly trained professionals that work with clients to modify the daily workout to work around medical injuries every dayIn many cases, we receive medical notes that encourage their patients to continue with their workout regimen, while avoiding exercises that aggravate the affected area, rather than stop their fitness routine altogetherIf the medical note had been more specific and fact based, this process would have been a lot easierWe feel we are in the right to question the validity of this medical note, and are disappointed that the client was unwilling to work with us towards a solution, both with communication regarding this matter, and honoring her contract to determine if modifying the workout would meet her fitness and health needsHowever, after our investigation, we do trust that the physician assistant has the best interest of the patient in mind and therefore, have accepted this medical note and have cancelled this client’s membership agreementWe will also refund the February payment of $as requested by the client

[redacted] enrolled as a member to 9Round online during my summer promotion on July 31st (Online signup page attached) She agreed to our online agreement, its guidelines and policies [redacted] enrolled in our Summer Slimdown program Its a month commitment membership that after the months converts to a month to month membership that in order to terminate requires a day quit notice submitted at the gym This is the only way any of our memberships can be terminated It is unfortunate that [redacted] hurt her hand I'm uncertain by her comments when she hurt it, but I don't have any documentation showing an event occurred at our gym ***'s attendance is attached and does not show any visits to 9Round during the time she was a member Members are required to scan a key card when they enterMy comment to her about her attendance was pointed to her not taking advantage of our trainers and our ability to work around injuries That is what make us different than other gyms I never insinuated she was being dishonest, a liar, or being insulting Even though she was threatening and derogatory toward both me, and my trainer on the phone My trainer did inform me of a conversation she had with [redacted] on Saturday October [redacted] mentioned she had hurt her hand and wanted to know her options My trainer said with a medical issue we could freeze her membership, but would require documentation from her doctor We require doctors office documentation for all injuries and attach that information to their waiver for liability purposes She told my trainer that would be a pain and to cancel the membership I will add most medical professionals, especially in ***'s case with nerve damage in her hand, would do this with a phone call So in our mindset not a huge request [redacted] did have the option to cancel at this point She had fulfilled her initial term of two months and was current on her month to month payments So my trainers response that she would need to come into the gym and sign a quit notice during the Oct31st phone call was valid All payments are made on the same day of the month In ***'s case that is the 30th She made a payment on Octwhich I would assume reminded her she needed to contact us to cancel If a payment is made on Oct 30, signing a day quit notice puts days on Dec1stSo by our agreement/contract she would be responsible to make that payment It lies within the day period [redacted] makes it appear that me, and my trainer, were not clear on her requirements to cancel her contract My response in our Nov7th phone conversation to the contract was due to [redacted] arguing her perspective on the membership All requirements for membership are written in our contracts Payment terms, dates, transfer clauses, etc We are clear on all of these policies so phone conversations are not misconstrued or misinterpretedThat is why I asked her if she read it When you review the contract you will see she had several opportunities to cancel during her time at 9Round We have a day Buyers Right to Cancel She could have canceled at days with little, or no notice After the initial term she could have filled out a day quit notice at the gym To be fair to all my previous members who have terminated their agreements properly and within the allowed time frame I will invoice [redacted] her last payment of plus tax Her contract is cancelled and she will not be billed beyond her Nov30th payment Mark E [redacted] 9Round Vancouver

This should not have been filed against the Toyota dealership, the vehicle was purchased at the Mazda dealership, a completely different address and franchiseBeing such, this complaint should never show up on the Toyota recordWe have spoken to our Office Manager at the Nissan dealership, who is handling all of the Mazda businessShe did in fact receive the cancelation request on January 5th and filed it properly on the 7th of JanuaryShe called the warranty company who told her they do not show the cancelation requestShe re-filed the request today, February 20, to make sure it goes throughshe will follow up with them to make sure it is completedThe credit for cancelation will be given for the day of the original request of January 5thThe refund amount will be sent to JPMorgan Chase who holds the lien on the automobile as per contract states for cancelationsWe as a dealership have no control on the length of time another company takes to process any claimsWe do apologize for it not being done in a time acceptable to Mr [redacted] , but we can assure you, he will get the full credit due him to ChaseAs far as trading his Mazda, we would welcome his business at any Loving Auto Group store and would do everything within reasonable means to trade him out of the Mazda

Charged for a membership I clearly stated I did not want and never used Copy of my email to 9Round Corporate attached: My name is [redacted] I contacted your studio in Charlotte, NC (Cotswold location) to discuss a trial membership in August of last year I explained to the manager (Andre) that I had heard great things about the work out, but traveled frequently for business ( [redacted] ) and wasn't sure I could commit to a multi-period membership Andre said he understood and would allow me to pay for a one month trial membership ($69.00) to see what I thought Unfortunately, as I expected, I was only able to visit the gym two times in September As a result, I decided not to join full time What I neglected to notice, however, was that Andre had signed me up for a one month membership WITH AUTOMATIC RENEWAL So despite the fact that I thought my membership had been cancelled and I never visited the studio again, I continued to be billed $for each of

On May 19th the customer came in the store and the full refund was processed on May 20th

Complaint: [redacted] I am rejecting this response because: Parts of this response sound very similar to the owners response to a previously posted complaint against his business I said nothing deragatory to his employee nor to him He did accuse me of threatening him during our conversation, and I replied then that there were no threats I was simply explaining logical consequences for dishonest and, frankly, nasty behavior to a customer Those logical consequences include having a complaint filed with the Revdex.com and unfavorable word of mouth These are not threats by any means Now that I see the method of operation going on here, I seriously doubt the allegations that the owner made about the gentleman in the previous complaint whom was merely trying to cancel his wife’s membership because she was hospitalized and couldn’t come in and sign herself The owners attempts to deflect from the issue are quite transparent The issue is not my hand I have not filed a complaint about my hand The issue is not about my attendance record, and why he felt the need to attach it to a public record is unclear to me The issue is that on October 31st, I made it clear that I wished to cancel my membership I did first inquire about putting it on hold so that I could return When told that I would need a doctor’s note, I did not say it would be a pain, I said “that isn’t cool” I found it offensive that I would need to get a doctor’s note to put a membership on hold that I was paying for I chose instead to just cancel I did say that it would be inconvenient for me to get to the gym by their noon closing time to cancel in writing This is what precipitated the employee telling me that she would email the owner right then, and they would get my cancellation taken care of and not to worry The owner's argument that she wouldn’t have said this is illogical If she had told me that if I didn’t come and sign before noon that I would be charged for an additional month, then I would have found the time to do so Anybody would have I was told something different and trusted the employee The owner is choosing not to stand by the employee's comments to me This is a breech of customer trust and poor business practice As a former, longtime, business owner, I cannot imagine treating any customer in such a manner As well, the day notice agreement says days and nothing else I gave days Not in writing on that day because I was tricked, lied to, or given poor information by an employee of 9round.Sincerely, [redacted]

Charged for a membership I clearly stated I did not want and never used
Copy of my email to 9Round Corporate attached:
My name is *** *** I contacted your studio in Charlotte, NC (Cotswold location) to discuss a trial membership in August of last year I explained to the manager (Andre) that I had heard great things about the work out, but traveled frequently for business (***) and wasn't sure I could commit to a multi-period membership Andre said he understood and would allow me to pay for a one month trial membership ($69.00) to see what I thought Unfortunately, as I expected, I was only able to visit the gym two times in September As a result, I decided not to join full time
What I neglected to notice, however, was that Andre had signed me up for a one month membership WITH AUTOMATIC RENEWAL So despite the fact that I thought my membership had been cancelled and I never visited the studio again, I continued to be billed $for each of

Let me begin with explaining our side of this incident Customer came in on 09/13/for a tire rotation and state inspection but before we did any work he wanted assurance that we were not going to scratch up his rim My staff assured him that we were able to do the job without
scratching up any wheel My Advisor took pictures of all the wheels in front of the customer and nothing else was said After the service was done customer complained to my advisor and demanded that we replace or fix his center cap because it was scratched As we went through the photos we could see the same scratch that the customer was complaining about on the photo Customer said that the scratch was new and kept demanding we replace his wheel cap, also said it had to be done here since we were the only place that had ever touched his wheels We did a Toyota history check and he has had his service done with *** *** ** *** on 10/22/2014, this scratch could have came from there The fact that we took pictures before we did service and prove that we did not do any damage to the customers wheel we are refusing to pay the customers demand of $ Please tell me what else you need from us to close this complaint. Thank you*** ***Service Manager

Complaint: [redacted]I am rejecting this response because: Parts of this response sound very similar to the owners response to a previously posted complaint against his business.  I said nothing deragatory to his employee nor to him.  He did accuse me of threatening him during our conversation, and I replied then that there were no threats.  I was simply explaining logical consequences for dishonest and, frankly, nasty behavior to a customer.  Those logical consequences include having a complaint filed with the Revdex.com and unfavorable word of mouth  These are not threats by any means.  Now that I see the method of operation going on here, I seriously doubt the allegations that the owner made about the gentleman in the previous complaint whom was merely trying to cancel his wife’s membership because she was hospitalized and couldn’t come in and sign herself.  
The owners attempts to deflect from the issue are quite transparent.  The issue is not my hand.  I have not filed a complaint about my hand.  The issue is not about my attendance record, and why he felt the need to attach it to a public record is unclear to me.  The issue is that on October 31st, I made it clear that I wished to cancel my membership.  I did first inquire about putting it on hold so that I could return.  When told that I would need a doctor’s note, I did not say it would be a pain, I said “that isn’t cool”.  I found it offensive that I would need to get a doctor’s note to put a membership on hold that I was paying for.  I chose instead to just cancel.  I did say that it would be inconvenient for me to get to the gym by their noon closing time to cancel in writing.  This is what precipitated the employee telling me that she would email the owner right then, and they would get my cancellation taken care of and not to worry.  The owner's argument that she wouldn’t have said this is illogical.  If she had told me that if I didn’t come and sign before noon that I would be charged for an additional month, then I would have found the time to do so.  Anybody would have.  I was told something different and trusted the employee.  The owner is choosing not to stand by the employee's comments to me.  This is a breech of customer trust and poor business practice.  As a former, longtime, business owner, I cannot imagine treating any customer in such a manner.  As well, the 30 day notice agreement says 30 days and nothing else.  I gave 30 days.  Not in writing on that day because I was tricked, lied to, or given poor information by an employee of 9round.Sincerely,[redacted]

This should not have been filed against the Toyota dealership, the vehicle was purchased at the Mazda dealership, a completely different address and franchise. Being such, this complaint should never show up on the Toyota record. We have spoken to our Office Manager at the Nissan dealership,...

who is handling all of the Mazda business. She did in fact receive the cancelation request on January 5th and filed it properly on the 7th of January. She called the warranty company who told her they do not show the cancelation request. She re-filed the request today, February 20, to make sure it goes through. she will follow up with them to make sure it is completed. The credit for cancelation will be given for the day of the original request of January 5th. The refund amount will be sent to JPMorgan Chase who holds the lien on the automobile as per contract states for cancelations. We as a dealership have no control on the length of time another company takes to process any claims. We do apologize for it not being done in a time acceptable to Mr. [redacted], but we can assure you, he will get the full credit due him to Chase. As far as trading his Mazda, we would welcome his business at any Loving Auto Group store and would do everything within reasonable means to trade him out of the Mazda.

Complaint: [redacted]
I am rejecting this response because:[redacted] response is false.  The service guy walked around the truck with my husband and noticed nothing wrong. he took those pictures without us present and only showed them to us after we complained about the scratches. As for [redacted] working on this truck, they installed a cover for the bed of the truck.  Loving Toyota IS the only dealership or person to take those tires off or put them on since they were first installed.  The first time we took this truck in for service, we did the same thing. walk around with the guy to inspect before they took the truck for service, we had no problem.  If they had really wanted to "protect" us both they would have done those pictures with us present and would have shown us any damage before they began, they did not do that, they said ok no problem.Nice try Loving Toyota to blame another dealership for your issues.  But this is Loving Toyota problem and no one else.  And I remain firm in they did the damage and need to fix it.  I will continue to complain and let everyone I know understand the lack of customer service at this dealership.  I also reported this to Toyota corporate.
Regards,
[redacted]

[redacted] enrolled as a member to 9Round online during my summer promotion on July 31st.  (Online signup page attached).  She agreed to our online agreement, its guidelines and policies.
[redacted] enrolled in our Summer Slimdown program.  Its a 2 month commitment membership that...

after the 2 months converts to a month to month membership that in order to terminate requires a 30 day quit notice submitted at the gym.  This is the only way any of our memberships can be terminated.
It is unfortunate that [redacted] hurt her hand.  I'm uncertain by her comments when she hurt it, but I don't have any documentation showing an event occurred at our gym.  [redacted]'s attendance is attached and does not show any visits to 9Round during the time she was a member.  Members are required to scan a key card when they enter. My comment to her about her attendance was pointed to her not taking advantage of our trainers and our ability to work around injuries.  That is what make us different than other gyms.  I never insinuated she was being dishonest, a liar, or being insulting.  Even though she was threatening and derogatory toward both me, and my trainer on the phone.
My trainer did inform me of a conversation she had with [redacted] on Saturday October 31.  [redacted] mentioned she had hurt her hand and wanted to know her options.  My trainer said with a medical issue we could freeze her membership, but would require documentation from her doctor.  We require doctors office documentation for all injuries and attach that information to their waiver for liability purposes.  She told my trainer that would be a pain and to cancel the membership.  I will add most medical professionals, especially in [redacted]'s case with nerve damage in her hand, would do this with a phone call.  So in our mindset not a huge request.
[redacted] did have the option to cancel at this point.  She had fulfilled her initial term of two months and was current on her month to month payments.  So my trainers response that she would need to come into the gym and sign a quit notice during the Oct. 31st phone call was valid.  All payments are made on the same day of the month.  In [redacted]'s case that is the 30th.  She made a payment on Oct. 30 which I would assume reminded her she needed to contact us to cancel.  If a payment is made on Oct 30, signing a 30 day quit notice puts 30 days on Dec. 1st. So by our agreement/contract she would be responsible to make that payment.  It lies within the 30 day period.
[redacted] makes it appear that me, and my trainer, were not clear on her requirements to cancel her contract.  My response in our Nov. 7th phone conversation to the contract was due to [redacted] arguing her perspective on the membership.  All requirements for membership are written in our contracts.  Payment terms, dates, transfer clauses, etc.  We are clear on all of these policies so phone conversations are not misconstrued or misinterpreted. That is why I asked her if she read it.
When you review the contract you will see she had several opportunities to cancel during her time at 9Round.  We have a 3 day Buyers Right to Cancel.  She could have canceled at 60 days with little, or no notice.  After the initial term she could have filled out a 30 day quit notice at the gym.  To be fair to all my previous members who have terminated their agreements properly and within the allowed time frame I will invoice [redacted] her last payment of 59.00  plus tax.  Her contract is cancelled and she will not be billed beyond her Nov. 30th payment.
Mark E[redacted]
9Round Vancouver

On May 19th the customer came in the store and the full refund was processed on May 20th.

I first want to apologize that this has been a more arduous and lengthy process than the client expected. Our mission at 9Round is to empower clients to reach their fitness goals 9 rounds at a time, and we do not give up on our clients easily.  On February 6, 2018, the client came in to the...

9Round Appleton location with a medical note from a physician assistant to cancel her gym membership with 9Round and spoke with the trainer on duty. The trainer was unsure if the medical note supplied was valid because (a) it was from a physician assistant (pA-C) and per the membership contract, we require a note from a physician (MD), (b) the note was vague and we typically receive a specific, fact based medical note, and (c) the note was written in what appeared to be the client’s handwriting and was not on official letterhead. For all of these reasons, the 9Round trainer was in the right to question the validity of the note as this would terminate a legally binding contract. The 9Round trainer attempted to contact the 9Round owner while he was with the client, but the owner was on a business trip and was indisposed at the time. The 9Round trainer informed the client that he would bring this matter to the attention of the owner when she returned from her business trip for further analysis. Both the trainer who initially interacted with the client in the gym and the owner reached out to the client via phone and email on 2/8 and 2/13. On 2/8, the client was informed that she needed a medical note from a physician, was upset about this requirement, and did not respond to any future communication with the 9Round Appleton Team Members. The owner also spoke with the client’s clinic to verify that the physician assistant had seen the client, however, due to HIPAA privacy rules, no other information could be gathered regarding this medical note.  In accordance with the Wisconsin Legislature 100.177(12), the 9Round Membership agreement states in  “Cancellation Rights,” section 5(a) “You die or become disabled. If by reason of death or disability, you are unable to receive all services for which you contracted, then you or your estate may cancel this agreement without penalty and receive a pro rata refund, where applicable, for any prepaid sums. A “Disability” means a condition that precludes you from physically using the facilities and your disability must be verified by a physician.” Per the membership agreement, we require the disability to be verified by a physician and it must preclude the client from full use of the facilities. The issue arises from the fact that the client supplied a very vague medical note from a physician assistant, stating that “patient may not participate in kick boxing due to a medical condition.” First, we require, per the membership contract, a medical note from a physician and therefore would not accept this medical note from a physician assistant. This is clearly stated in plain english in the contract and had the client reviewed her contract before seeking medical attention, this could have been avoided.  Second, what does it mean that the client cannot kickbox? Can she not get in a ring and fight? Can she not kick? Can she not punch? What is precluding her from doing the 9Round circuit workout? 9Round offers a full body workout with integrated cardio in a circuit training format. For a physician assistant to vaguely state that the client cannot kickbox does not give us enough information to determine if the client cannot receive the full services of 9Round because, as stated above, we are so much more than “kickboxing.” As the client stated in her complaint, she did not bring the knee pain to our attention before she attempted to cancel, nor was it mentioned specifically in her medical note. The 9Round certified trainers are highly trained professionals that work with clients to modify the daily workout to work around medical injuries every day. In many cases, we receive medical notes that encourage their patients to continue with their workout regimen, while avoiding exercises that aggravate the affected area, rather than stop their fitness routine altogether. If the medical note had been more specific and fact based, this process would have been a lot easier. We feel we are in the right to question the validity of this medical note, and are disappointed that the client was unwilling to work with us towards a solution, both with communication regarding this matter, and honoring her contract to determine if modifying the workout would meet her fitness and health needs. However, after our investigation, we do trust that the physician assistant has the best interest of the patient in mind and therefore, have accepted this medical note and have cancelled this client’s membership agreement. We will also refund the February payment of $69 as requested by the client.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the owner's thorough explanation from her side of the story. I was disappointed in the claim that the note from the physician's assistant was written by me (it most definitely was not), and was not on official letterhead. It was the letterhead of Healthstat, which is the company that manages the clinics at my workplace. It was vague, I agree, but that was not because it wasn't true. During my appointment, we had discussed my knee issues. She asked if the company required a detailed explanation, and I replied that I didn't think so, so she kept it short and sweet.I appreciate the owner coming through and cancelling my membership for me, and for the generous February refund. I will be happy to recommend the place to anyone I know, without exception. It was a great place to workout, and the people are great - it just hurt me, and I (and my physician assistant) feel it's in my best interests to seek fitness via other means to keep my body moving without pain.Thank you for your assistance in this matter.
Regards,
[redacted]