Club Metro

Prior to receiving this letter, I had settled the matter with [redacted] The reason there was a billing issue after the first issue in was because [redacted] did not want to update his card; therefore, it caused more attempts to collect for each monthWe did refund him for all costs associated with his account as well as reimburse him for any feesI did explain that a card must be on file or this would happen again

As per *** request to have her account put on hold, our freeze policy corresponds with the date of her billingNow, her billing is every first of the month and as stated in her contract we need at least week notice prior to her billing in order to properly freeze her accountHowever, she
stated that she gave us documentation in which we do not have and asked for her to provide us with this documentation a few days after and as a courtesy we would of issued her the refund with said documentationAlso, as stated in our contract, the account needs to be current in order to process this freeze and there is no retroactive refund on monthly dues for medical freezesUnfortunately, we had never received the documentation we asked her to provideWe have properly frozen her account, at no cost to her, because normally a $fee is appliedI have tried to reach out to *** and have been unable, but still would gladly override our policies for her unforeseen issues

Prior to receiving this letter, I had settled the matter with [redacted]. The reason there was a billing issue after the first issue in 2016 was because [redacted] did not want to update his card; therefore, it caused more attempts to collect for each month. We did refund him for all costs...

associated with his account as well as reimburse him for any fees. I did explain that a card must be on file or this would happen again.

yes starting in 11/14  but I have not been refunded for the month of 10/14-I did provide proper documentation from my doctor-the assistant manager told me she couldn't help me when I asked to be refunded for 10/14.

Complaint: [redacted]
I am rejecting this response because: my husband provided proper documentation from my doctor. and as I stated to the assistant manager my surgery was unplanned and was planned with 2 days notice to myself. the associate gave the documentation back to my husband. the gym has NEVER attempted to contact me. I can provide phone statements showing ZERO calls from the club. Every statement they are making is completely false!!!!!
Regards,
[redacted]

Please note that I was able to successfully resolve my issue with Club Metro today. My compliant ID is [redacted] at Club Metro did a great job quickly resolving my issue.