American Family Fitness

Review: I have been a member of Amfam for over 14 years. In the spring I went in and talked to someone about canceling my membership since I now work/live an hour away from the nearest location. The woman I spoke with said she could freeze my account for 2 months, so I could decide if I wanted to cancel or not. After 2 months I went in and told them that I no longer wanted to be a member, that I just did not have the time to attend. I was told that it was too close to the date of them charging my bank account (I went in on July 13, money comes out on the 15th) but that they would make sure it was canceled and no funds would be taken out in Aug. On Aug 15th, my monthly fee came out again. I called and was told that I was under contract and would not be able to cancel until 2018! I never agreed to this, how can I be under contract, that will have me being a member for 18 years! Then yesterday, Sept 1 they took $50 out of my account! I don't know why, my fees are $39.99 and just came out on Aug 15. I had no notice this would happen, and it over drew my account (my wife is currently out of work, and I am a cop and my dept isn't paying us right now!). I am furious at this customer service. I was told my account would be canceled, I am now under contract at another gym, so paying for two gyms!Desired Settlement: I want contract canceled and no more funds coming out of my account! I would also like to be refunded July, Aug and now Sept. So $39.99 for July and Aug and $50 for September.

Business

Response:

[redacted] is the most recent agreement initiated in July, 2015. It has an expiration date of July, 2018 which is why the agreement is set to expire on that date. The $49 is the annual maintenance fee which was also agreed upon in this agreement. This fee is withdrawn on the same date each year per the agreement. Mr [redacted] stated that he had moved and we are able to cancel this membership for permanent relocation as long as we can be provided proof of permanent relocation that is 25 miles from our location. A list of acceptable items of proof can be found on our website and/or I am able to send them to Mr. [redacted]. He will not be subject to the $100 cancellation fee since he is outside of his original term with American Family Fitness. We would cancel the agreement once we received the proof and it was processed.

Review: When me and my husband toured the facility Jenni told us that every membership included daycare (kidzone). We signed a contract for a year and started using our membership at the Mechanicsville location with no problem, using kidzone about 3-5 times a week. I go to another location after a couple months for a class and was informed at the kidzone desk that my child wasn't part of my contract and I would have to pay an additional $9.99 a month in order to use kidzone. I signed the contract because the daycare was included and now the best they will offer me is 2 months of kidzone free and they want me to sign a new contract with my child added to my contract for an additional $9.99 a month. My orginial contract was supposed to have kidzone, since Jenni told me all memberships come with daycare. They misled me to get that contract signed and now won't honor what I was told.Desired Settlement: Allow us to use kidzone during our contract period without having to pay additional fees or allow me out of my contract.

Business

Response:

The agreement signed is for a Household of 2 membership and was not presented to include access for their daughter. To add a third person is an additional cost as discussed.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As a consumer if I am told every contract comes with childcare and I signed a contract then I would expect childcare. How was I supposed to know that the child has to be on the contract. I am going by what the salesperson told me that sold me the contract so why should I have to pay extra when it's supposed to be part of the contract I signed and the current rate I signed up for.

Regards,

Review: I have been a member of American Family Fitness since 2002,my contract was renewed yearly fee was 34.50 and no yearly maintence fee. I did not renew my membership at the end of 2013. January 2014 I decided to go back,was told I had to sign a new contract and payment would be 41.95 that was ok. I was not made aware of a 3 year contract or a yearly maintence fee of 30.00. I signed without my glasses since I felt this agreement was the same as before except for increase in dues.It wasn't until March when I was informed my checking account was overdrawn that I went over my membership agreement and realized what had happened.I have talked with the club manager [redacted] and ower [redacted] neither want to help me. I don't think this is fair, I am73 years old my health is not that good I would never commit to a 3 year contract for anything,I just want this contract back to what I thought it to be,a yearly one.Desired Settlement: I want my contract to be renewed yearly. No maintence fee they make plenty off of members to purchase equipment.

Business

Response:

[redacted] cancelled her previous agreement in 2013. A former member who rejoins is subject to new rates and terms. [redacted] signed and agreed to a new 36 month agreement in January, which cannot be downgraded to a lesser term. A copy of her agreement is attached. I have spoken with [redacted] on 2 occasions explaining the terms of the agreement and offered a 90 day deferment of her dues, which she declined on both occasions. [redacted] received an email from her son disputing the agreement to which he replied with the same explanation of the terms and responsibility. We are not able to modify or cancel her agreement based on her age or the premise that she was not wearing her glasses at the time of the sale.

General Manager

American Family Fitness, Mechanicsville

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satified ,they didnot explain completely terms of the new contract, such as it was for 3 years and yerly maintence fee all I want is for my contract to be yearly is that asking too much? I will never recomend American Family Fittness to anyone again. Thank you Revdex.com for your help

Regards,

Review: I signed up for the amfam membership under the impression the temporary location would be opened on a certain date and also the new location would be opened by oct 2013. Both dates have not been correcet I am still waiting on the new location to open. I do not visit the other locations because they are too far. No one has ever apologized for offered to do anything about the misleading sales tactics of the people who draw you in to purchasing a membershipDesired Settlement: I would like to be refunded the amount I have paid to amfam since my membership and not pay anymore monthly fees until the new location is opened

Business

Response:

[redacted] joined on 2/9/2013 for a standard 36 month membership. The membership type selected is not a pre-sale membership nor does it have a stipulation date of when the Virginia Center Commons permanent location is to open. At the time of joining until current the member may use any of our 9 locations. Because [redacted] membership type is not a pre-sale membership, it does not warrant a refund and/or cancellation.

Review: I joined American Family Fitness in March of 2013 and signed up for a 3 year membership. 5 months later, my company sent me to WV to work on a project and I've been here ever since. I leave home around 3am on Monday mornings and don't get back until late Friday night every week and occasionally have to work through the weekend. I have tried MULTIPLE times with my local location in Fredericksburg as well as called the corporate offices to try to cancel my membership. They won't even CONSIDER it. They say it's "policy" and unless I have proof that I've "permanently relocated" there's nothing they can do. Clearly I don't have that as I stay in a hotel during the week and am not technically permanently relocated. I've offered to show them my hotel receipts for the LAST 20 MONTHS but even that's not good enough. This is a sad example of corporate greed. I would like to think that a company that got its start locally would find it in their hearts to work with their members in a situation like this but alas, it doesn't seem to be the case. I'm not looking to get any of my money back, I just want to cancel my membership now instead of having to pay ANOTHER 14 months of dues which I can't use. While I understand their policy, I'm simply asking for a little kindness and understanding of my particular situation and basically, cut the "little guy" a break. I've paid on this for almost 2 years and I think that's fair enough.Desired Settlement: I simply want my membership cancelled without penalty.

Business

Response:

American Family Fitness offers several types of memberships to it's customers. They may choose to purchase a 3 year, 1 year or Month to Month. If a person chooses to purchase the 1 year or 3 year they are agreeing contractually to remain a member unless they relocate more than 25 miles from one of our clubs and pay the cancellation fee of $100 or for medical reasons with a Verification of Disability. The policy insures that we do not base our decisions on a case by case basis which may lead to unfair or discriminatory practices. AFF will be happy to cancel Mr. [redacted]s membership if he provides the proper documentation in order for us to do so.Thank you,[redacted]GM - Fredericksburg

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have no choice but to pay this as they simply won't bend on their policies. While I understand the reasons for the policies, I do NOT understand their refusal to consider extenuating circumstances.

Regards,

Review: American Family Fitness is reporting on my [redacted] credit file. I've disputed this reporting several times but they still continue to reporting. I'm not a member of this health club. Please have this company remove this information from my credit fileDesired Settlement: Remove reporting from my credit file

Business

Response:

There is an outstanding balance for [redacted] from a previous membership that was not resolved and therefore sent to collections. [redacted] will need to contact our billing office, [redacted], at [redacted] and reference her account number [redacted] to determine a payoff.

Review: American Family Fitness closed a location at [redacted]. The said location is were I signed a contract for three years is no longer available for my use. My contract ended in 2012 but they continue to charge me. I never missed a payment in the three years that I was under contract but now I keep getting threatened with collections for an expired contract. American Family Fitness was evicted from said location but I still have to pay for services that I can not use under an expired contract? Unethical?Desired Settlement: Refund all payments made to American Family Fitness and National Fitness that has been paid past the end of my three year contract that had an end date of 10/30/2012 Approximately $495.00

Business

Response:

[redacted] membership has entered into the automatic renewal and is billed monthly until a 30 day advance written notice is given to cancel. AFF has not received notice from the member to cancel or inquiry about membership options. I will contact [redacted] and advise him of his options.

Review: I joined Am Fam in the summer of 2014. I was informed that I had to pay a yearly equipment/maintenance fee a few months later - which was paid around Sept 2014. Around Oct 2014, I upgraded the membership to include 2 family members. I realized that I was billed for a second equipment/maintenance fee around Jan 2015. I contacted the facility and was told that they would investigate.

I contacted the facility today regarding the duplicate fee within the same calender year, and once I provided he required information, communication was stopped. I decided to submit the complaint as a formal way of investigating the duplicate yearly maintenance fee (within a few short months).Desired Settlement: I would like an apology, an explanation, and either a refund or payment adjustment.

Business

Response:

Dear Mr. [redacted],I can appreciate the frustration you must feel about a double billing. Upon reviewing the account, you were in fact billed twice for your maintenance fee. I apologize for this mistake.A $36.72 credit adjustment was added to your account on 4-8-15, less than one month after you brought the mistake to our attention. I have attached the account transaction history to the complaint. Please call our office if you have any questions 804.965.0057 Best in HealthAmerican Family Fitness

Review: I cancelled my account to American Family Fitness in November and they told me that I had to still pay for the month of December which I was okay with because I understood that you pay a month forward. I was told that no more money would be taken out my account after the $34.95 payment for December was taking out. I happened to check my account this morning (Jan.3) and I noticed a $39.00 charge was taken out my account for a annual maintenance fee. I knew that wasn't right due to the fact that I was told in November that no more money would be taken out after December. So I called corp. and explained my situation. They told me that it was in my contract that I would be billed as long as my account is still active in the new year. I was not told this when I cancelled my contract. I am in a financial hardship and I can not afford this payment of $39.00. They still continued to say that it was in my contract and there was nothing that could be done since the account was still active in January. My issue was that my account is only active until January 15 and they are charging me for a year annual maintenance fee. I asked to speak to someone higher in the corp. office and she persisted telling me that there was no one over her. Need I say that her title was an administrative assistant. So I knew that wasn't true. After repeatedly asking who was over her she finally said that [redacted] was the one who wrote the policy. I asked to speak with him on the situation and she then told me that he doesn't take phone calls from customers but he will take a complaint through a message through her. Then she later said that he may or may not contact me back after leaving my name and phone number. To me that is TERRIBLE CUSTOMER SERVICE. I don't recommend American family to anyone. Go to another gym. They are nothing but scam artists. I will be contacting [redacted] ASAP to request a refund of the $39.00 charge.Desired Settlement: I would like my account to credited for the full amount of $39.00

Business

Response:

I spoke with [redacted] from the company and she stated that the consumer did cancel her membership on 11/26/13 and they require a 30 day notice. Her account was drafted and charged the $39 membership because her account was considered active until January 15th.

Review: I paid cancelation fee and was told by a employee of theirs that I had no further action required. A year later I saw on my credit report that I owed over $2000 to American family fitness and when I called the head office they told me there was nothing they could do besides set up a payment plan for and account I had cancelled before any of these charges occurred.Desired Settlement: Removed from my credit report and zero my balance with them.

Business

Response:

American Family Fitness does not charge cancellation fees unless a member relocates before the end of their agreement and is charged the relocation fee. I have researched Mr. [redacted] account and see no record of him providing proof of move or paying a relocation fee or cancelling his membership in any other way. Their have been many attempts to contact him to resolve his past due balance which eventually was sent to a Collection Agency for non payment. According to our records, Mr. Gibson contacted AFF in November 2014 and was told that we have no record of any cancellation. He stated that he did not have any documentation of the cancellation. [redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have attempted to contact and left multiple voice mails with no avail. I will not pay for a membership I did not use after I cancelled. The employee told me to cancel early I had to either move certain milage away or pay cancelation fee which was $200. I paid said fee and went on with my life. If their was a mistake made by the employee then that is something you need to address but it is wrong for my to suffer for the mistake of your company. Again I will be satisfied when this account is removed from my credit report and American family fitness agrees I do not owe them this extreme amount of money. I feel that if amfam saw that it had been over a month since I visited the gym that I should have atleast received a courtesy call to ask if something was wrong. This is very bad business practice and unfair to your patrons.

Regards,

Review: I signed up for this membership on 6/3/15, for single membership, with a billing date of the 15. My contract states that as well. I was asked specifically if I wanted to be billed the 1st or the 15th. Since that date I have been billed on the 1st of each month. I have called to get this corrected, and told that they couldn't do anything and were unsure why it was coming out on the 1st when they could also see that the contract said the 15th. I ended up calling corporate and was told that the billing date does say the 15, but on the paperwork it also shows first dues charged on 7/1/15. So they admitted that they had conflicting info on the contract. I explained that when I signed up we discussed a specific billing date of the 15th, and it wasn't my fault that the person who signed me up didn't submit everything correctly. How can my billing date be the 15th and and also say the 1st. I was left with a "just deal with it attitude". I have been going round and round with them for months. I am sick of it. I have stopped going to the facility. How can a company know they have messed a contract up and not correct it. If I was in breach of the contract on my end, they would be after me for the entire amount. But they can mess up and I have to deal with it? not fair at all.Desired Settlement: I would like to be let out of this contract with no penalty. I have had a very bad experience, and been given the run around, just to have them honor the correct billing date. I set my bill up accordingly, and if the 15th was what was agreed on that's what it should have been.

Business

Response:

American Family Fitness has spoken with Mrs. [redacted] and resolved the issue. Mrs. [redacted] bill date has been moved to the 15th of every month.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: Around November of 2014, my debt card number was stolen and a replacement card was issued by my bank. My gym membership had been linked to that card for automatic payment each month. I did not notice that the payments had stopped being deducted from my account for several months and had assumed that the secondary user on the account had cancelled our membership. I was never notified by the gym that anything was wrong with my payment method until 6 months after the missed payment. In that time, the amount had grown to $296.85, that appears to be 4+ months worth of membership charges (or 3 months plus additional fees). Had anyone from the business called to inform me that there was a problem with my payment method at the time that it had occurred I would have come in and paid the amount and promptly cancelled my membership since my contract term had expired and I was paying month-to-month. Instead they continued to charge me for a membership I hadn't used in months, therefore I was unaware that there was a problem. When I spoke with the first collections representative, I informed them that I had no knowledge of a past due amount and I refused to pay it because I didn't feel that I owe anything further. The membership should have been terminated when the first payment did not process, or I should have been notified by phone or mail within 7-14 business days and been given a chance to resolve the matter when it occurred. Silence on the business's part is admission that they have unacceptable and unethical business practices in place.Desired Settlement: When a respectable business makes an error such as not notifying a customer that their payment was declined, they do not continue to try to automatically deduct payment for months before contacting the customer. This experience should be used by the business to update their training in the billing/collections department. The membership fees charged to me for the months that they did not inform me about the declined payment should be waived. I request that my account be brought to a $0.00 balance as there was no term contract in place at time of the declined payment. I also wish to receive no further communication from this business or any business hired by them in regards to this issue.

Business

Response:

Contact was attempted to notify the member in March. The account was deactivated at that point and no further drafts were accumulated. The amount due reflects Jan, March and Feb plus the annual maintenance fee from January and collection fees. We have waived the decline and late fees. Member is still responsible for the missed payments. [redacted]General ManagerAmerican Family Fitness, Mechanicsville

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I know for a fact that in January, [redacted] notified your staff at the Mechanicsville location that this account was to be closed. I will not be held responsible for your staff's error.

Regards,

Review: we have two years contract with AFF. 2 months ago, we informed AFF that we want to end our contract. we were told that we would be billed April and then the contract will expire. Two days ago, we found out that they charged our credit card.We called and spoke with the agent who told us before that by the end of April, our contract will expire and we will not be chanrged. She changed her story and said that we needed to give them 30 days notice. We said that we gave you 60 days notice. Then, we moved up to talk with her manger. He insisted that they did the right thing and we will not get our money back.

Business

Response:

Member signed cancellation on March 31, 2015, the cancellation state we need 30 days notice to cancel the membership. See attached members cancellation.

Review: Within the past week I had a letter sent to my boyfriends mothers address with my name on it. I have never been tied to her address so I could not imagine what it was for and I had her open it and it was a past due bill for American Family. I immediately called because I know I do not have a membership there, I have one at Golds Gym and have for the past 8 years. After talking to several people the told me the agreement was under my boyfriends name and we had to go to the actual location and speak with someone there. Last night we got a chance to speak with someone at the Midlothian branch and they pulled the signed agreement from December 2012. My boyfriend had asked for a 30 trial for me to see if I liked it enough to change gyms and not knowing, apparently, he was signing a 3 YEAR binding agreement, he signed all the paperwork for my membership and tied it to his credit card. His credit card was compromised last year and I believe that was when the payments were stopped, and never once since was a bill sent to his/my address to let us know of an outstanding balance from August 1014. I believe they took advantage of him and should not have allowed him to sign any paperwork with my name on it!! As of now I am just trying to stop my "membership" from continuing any longer, I do not want to keep paying for something I have never used, and no one can seem to help me. Corporate is simply saying that it a binding agreement and they can not terminate it.Desired Settlement: I understand, regretfully, that I am liable for the back payments under this account but from this point on (until the contract is over in December 2015) I want this membership to be terminated. That no more money is being paid for a membership that I clearly did not know I had. They have gotten $50 a month since December of 2012 and I do not want to give them any more. American Family should not be allowed to have a contract signed for an individual other than themselves if they are not present unless they are their POA or they are physically unable to sign themselves.

Business

Response:

We have already explained to the member, she has a signed contract binding her to the term.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: This company changed billing procedures in the middle of our contract agreement years. They failed to continue splitting payments for myself and my brother without notice. When I contacted the corporate office to ask about the changes, I was treated harshly by the representative and told that there was nothing I could do as they no longer split payments. When I asked to speak to another representative, I had to write a letter, and wait five days before I was told that we could continue to split payments but needed to come in to get another mutual agreement written up.

This caused a lot of stress and we were treated as if we had no power to decide even when the company changed the contract on us, giving us no notice that payments were not going to be split. No apologies were given to us for the inconvenience, and no accommodations were made for the billing cycle; even though we were told by the corporate representative that we could go in and pay our membership fee for the next month, we were still automatically charged, unexpectedly.

The company showed detestable customer service and the practices were very unfair in this instance. No fair accommodations were made for us in a timely manner. Also they take no pride and ensuring that the customer is truly satisfied. They lock in their contract and lord it over the members, without regard to customer satisfaction even when they break their own contract.Desired Settlement: We would like to cancel our contract with the company, effective immediately, without penalty.

Business

Response:

I spoke with [redacted] on the phone on the morning of February 2nd. I told her that we could separate the drafts payments with her brother. To do so they would need to come in and rewrite the agreement in the new software and the change could happen. [redacted] seemed fine with the solution and the call ended with her saying that she would like to come in to rewrite the agreement so that we could separate her billing again with her brother. Systematically this is the only way for us to accommodate her request. We do apologize for any inconvenience this may cause. We do value her business. We are making all efforts possible to help fix this situation to her liking based on the software and resources at hand. We hope to see [redacted] and her brother come in soon so we may honor her request to separate the monthly draft.

Review: American Family Fitness requires a 3 year contract and you are allowed to freeze for up to 3 months during your contract. In December of 2013 I started leaving messages through February of 2014 with no return call. I needed to request a freeze due to a layoff and illness. I needed this done starting in December. All 3 months no return calls. I had to go into the business to make a complaint for the [redacted] to call me back. After talking with the [redacted] and [redacted] they said I should have come in to sign a piece of paper. Because no one called me, I was not aware. They are not willing to wipe these payments off even after I offered to show them phone records of calling. All I wanted was for them to honor my freeze & begin paying again. I received no assistance. They were not willing to correct their lack of customer service.Desired Settlement: To honor my freeze of account December 2013 through February 2014.

Business

Response:

We do allow our members to freeze their membership for financial and or health reasons, it is the responsibility of the member to contact a [redacted]/ employee to complete paperwork, when [redacted] did not receive a call back she should not have assume it was taken care of (as I explained to [redacted] we are very diligent about re-turning calls with 48 hours). Without proper documentation a freeze can not be done and a balance can not be removed.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.

Regards,

Review: Salesperson lied on 5 different days (the initial lie was prior to us becoming members) about what equipment my sons could use. My youngest son has Down syndrome and we specifically asked if he could do the treadmill with us with him because the doctors want him to do this. She said yes each time. We asked and verified in that first meeting three times. Each time we got on the treadmills we were told that our sons were too young. We went to Sydney each time and she said that we could and that she would talk to various people about this and call us back. She never called us back. We sat down with the GM at the store and she said she was surprised because the first day that we were there talking to [redacted], [redacted] came and asked the GM if we could have an exception to the treadmill rule. The GM told her no. Yet [redacted] came and told us that we could. The Salesperson, [redacted], also lied about giving us a $49 credit. Sydney lied about giving the person who referred us a $50 credit too. General Manager hasn't helped us. [redacted], the (GM) stated that we should have known that [redacted] was lying when she never called us back. The GM doesn't return our calls unless we call several times. She told us once that she would call us back within the hour and she called back over two hours later. I emailed her a few days ago and haven't heard back. Today we left her another voice mail. At first we were willing to let the treadmill lie go because we liked the gym and needed to go. But now more lies are adding and the desire to go there and watch [redacted] sign up new members is annoying. My entire family wants to tell everyone that talks to her to not sign up because she lies. We are better than that and her. We want our contract cancelled without any additional fees as of March 15, 2015. A good company would refund all of our money.Desired Settlement: We would like out of our contract effective March 15, 2015 with no additional fees because these events are unethical and [redacted] verbally told us three things that she lied about.

Business

Response:

Kids 9-13 cannot use motorized equipment. [redacted] came to me and asked if an exception could be made for potential members because they have a son with Down Syndrome and I replied no because the motorized equipment can be a hazard for younger kids. I do not feel that Miss [redacted] left my office and stated to the [redacted]'s that an exception had been made. When the [redacted]'s young children would get on the motorized equipment our fitness staff would enforce the no motorized equipment policy. When I first heard from Mr. [redacted] I instructed Miss [redacted] to call him to clear the matter up and he would not return her phone calls yet continued to call me.At no time during our face to face conversation did I say to the [redacted]'s that they should have known Miss [redacted] was lying and quite frankly their misinterpretation of what I said further enforces to me that they did not accept the policy as stated by [redacted]. In email correspondence I requested from Mrs. [redacted] the name of persons that her family referred and whom referred them to issue appropriate benefits. I will be very happy to assist them ensuring referral benefits are given but I do need the names of the referrals.It is unfortunate that the [redacted]'s feel they have been deceived but nothing in the review of this matter supports their claims and unless they are canceling for medical or relocation reasons they are responsible for the membership term purchased. [redacted]General Manager

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

No offer was made. Basically, AFF got our business based on fraudulent statements made by the salesperson. We have contacted a lawyer and he will be communicating with the AFF corporate offices. This is really a shame because the facilities are nice. We have no reason to lie about anything we are saying.

Regards,

Review: I cancelled my membership two months ago. I cancelled the proper way I submitted the correct documents and at the the time all the sales person said was thanks now I have to pay the commission back. I used the gun once my fiancé did maybe 5 times..we both no longer live in the area and we were assured that when we moved we could cancel. Two months later american family fitness withdrew two payments of $91 from my account and the $182.00 has cost me to potentially lose my car and not be able to pay other bills. They tell you whatever you want to hear to sign you up and I still followed there cancelation process like they asked...I spoke with [redacted] on Labor Day sept 1st and he told me that thy would honor my cancelation but not refund my money...after I cancelled correctly and did everything I was supposed to do they still went into my account without my permission. Which is theft even if it is a business it's not authorized. My next step is the attorney generalDesired Settlement: I would like the $182 dollars put back into my checking account immediately. If this overdrafts my account or causes me to pay a late fee for another creditor I would like that money refunded as well.

Business

Response:

We do not have a cancellation on file for the member. I have enclosed a copy of notes by [redacted] from 9/1/14 which are included in the notes section of his member file.

(Member called in inquiring about his 2 charges of $91.95. I explained to him that his membership dues are $76.95 and that the payment was not able to process on his draft date, so a $15 decline fee was added. He said that his girlfriend (on the membership) is now incarcerated and that he has moved to [redacted]. He said that he already spoke to "a lady" about cancelling. I asked if he had filled out any paperwork for that request or sent an email, he said "no, that lady said she would take care of it." I advised him that there is nothing in his account indicating his request to cancel and that he should visit our website to find the approved list of documents for proof of relocation. He asked if he would be refunded his money after sending one of the documents, which I told him unfortunately he would not since the contract is still current. He asked for my name, the number at our location, and the corporate number. Then, hung up.) Entered by [redacted].

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

There has been no resolution for this matter

Review: I purchased a gym membership with American Family Fitness in June 2014, within a couple of days I went back in and cancelled the membership as required. Now I am receiving phone calls for collection and have contacted the corporate office who tell me they cannot locate my cancellation paperwork and would need a copy of mine, which I cannot find as it's been almost two years. I was told their hands are tied and I owe the membership fees, plus attorney fees for a gym membership that I DID cancel and never once used at all. I advised the corporate office that I would be contacting my attorney. I cancelled the membership within the time frame required and now I'm receiving calls for collections almost two years later. I did what I was supposed to do, it is not my fault that the person that assisted me with my cancellation did not do their job and file the paperwork correctly; do they work on commission?!

I am requesting that this matter be resolved with the membership being cancelled properly to the back date in June 2014 without any monetary payment due from me.Desired Settlement: Membership to be canceled correctly with no money owed and collection attempts to cease.

Business

Response:

AFF has no record of receiving a cancellation. We will be happy to clear the account if Ms. [redacted] has a copy of the cancellation. Thank you

Review: On April 1, 2014 I signed a cancellation request with American Family Fitness (AFF). Contract was due to end June 13, 2014. In May or June I received my first notice from a collection agency ([redacted]) stating my AFF account is past due and has gone to collection. I said that's impossible because I have auto pay and no one has ever contacted me saying the account is past due. I call AFF and they informed me my March and April payments did not come out because there was an issue with my account. I asked how much is needed to pay my account in full. I was told $119.85 (March $39.95, April $39.95, & May $39.95) will finalize my account. I paid this amount on June 2nd. Since paying this amount AFF continues to send this to the collection agency stating I still owe because [redacted] deducted their fees from the amount I paid. I've asked AFF why wasn't I notified prior to this issue going to collections. I've been informed that AFF input the my phone number into their system incorrectly. The contract shows my number as [redacted]. They input [redacted]. I said there is a second number on the contract why was it not called. I was told their system does not allow more than one number in the system. Although the contract was scanned into the system no one bothered to look at it. I asked AFF why was I not notify on April 1st (the day I signed the cancellation request) that there was an issue with my March payment. Remember I set-up auto pay in order not to have late fees/collection issues. No answer as to why I was not told on April 1. I also did not receive an e-mail stating there was an issue with my account.Desired Settlement: American Family Fitness should contact [redacted] saying the account is paid in full and collections is no longer needed for this account. Remember if AFF had notified me when I came to cancel my membership on April 1 this issue never would have gone to collection. If AFF had input the correct telephone number into THEIR system this never would have gone to collections. If AFF had called the second telephone number I provided on the contract this never would have gone to collections.

Business

Response:

Revdex.com spoke with [redacted] from the company and she stated that [redacted] is their collection agency that has their own fees if a customer pays through them. The consumers account balance from American Family is $39.95. [redacted] said if the consumer would like to pay her directly that would be the amount, if the consumer pays through [redacted] it will be $69.95 with their fees. [redacted] stated if the consumer would like to pay American Family directly, to call her at [redacted] ext [redacted] for the payment of $39.95 and [redacted] will notify [redacted] the account has been paid and their will be no fees through [redacted].

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,