Anytime Fitness

This individual called our office in February, claiming to have cancelled her membership in December. The only record we have for December is an additional 1-month freeze that was placed on the account, resuming automatically by the next billing cycle. Anytime Fitness always requires written notice of a membership cancellation, 30 days prior to cancellation. We have no such correspondence indicating a cancellation request, nor do we have any notes in the account regarding a cancellation. Only a freeze. Additionally, when asked who she spoke to regarding her cancellation, she named someone who hadn’t worked at our facility for 5 months. That is why we chose not to refund the 2 months dues in question. We did however cancel her account immediately without a 30-day notice and charged no further dues from that point. Contrary to the details provided in this individual’s complaint, M, our manager who dealt with this person over the phone initiated this final cancellation and did not “place [her] on hold instead of cancelling [her].” The fact that this individual also thought it helpful to fabricate the statement, “the person I spoke with was extremely rude, ignorant and racist” also indicates a lack of basis for her argument. M is very well-liked among all members and guests, and is one of the most experienced, polite, positive, and professional trainers/managers in the Anytime Fitness network. This entire conversation took place over the phone, leaving M no way of knowing the individual’s race (which unfortunately for the sake of the individual’s argument, happens to be the same as hers).

Attached are the following files confirming what was already stated in our original response:

1. Sides 1 and 2 of this person's signed contract stating the cancellation policy requiring 30-day written notice (common among health clubs, lease agreements, etc).

2. The account notes automatically generated by the ABC Financial system whenever any change is made to an account, or when an agent of ABC Financial needs to record actions taken. You will see that by this person's request, a freeze (not a cancellation) was initiated in December, and then when this person called our office in February demanding a refund and immediate cancellation, the account was immediately cancelled as a courtesy with no fees or further 30-day notice required.

3. A screenshot search of our entire email account including inboxes, spam, deleted files, for any traces of written correspondence from this person, revealing only notifications of her transfer to/from our club to/from the Anytime Fitness location in Larkfield, and notification of her request for a free 7-day trial pass before she had signed up while she was still a prospect. No written request for cancellation was ever received.

Simply put, if this person had requested cancellation in writing in December, we would have record of it and it would have been obvious that a mistake was made by not cancelling the account. A refund would have been issued without question. The whole reason the policy requires cancellations in writing is to avoid these types of baseless disputes in the first place.We will not be refunding any money to this person, as it should be clear by now that no such refund is warranted.