Curves

Complaint[redacted]I signed up for a 1 year membership, with monthly withdrawals from my personal chequing account in November 2015.I contacted the curves location in April 2015 by email to cancel my membership because I was unable to obtain childcare ([redacted]) to allow me to work out during the times the location is open; this was a couple of months after my last visit to the gym which is tracked, during which time I was trying to find an arrangement that would work for me but could not. At that time, I was told I'd need to come into the gym to sign a formal document cancelling my membership. [redacted]I finally got around to contacting the gym by email and over the phone again in June (still paying for my membership that I had not used since February)to once again say that I am unable to get into sign any formal documents during the hours of operation but that I need to cancel my membership. Again I was told that I need to come into the gym to sign the formal documents.I spoke with someone on the phone again in July to explain why I was unable to get into the office to sign the documents, that there must be another way to do this, and that I did not approve of fees for a membership that I hadn't used in 6 months to continue being withdrawn from my account. Not once during any of this contact was an alternative method of cancelling my membership aside from going into the location to sign a form offered to me. I continued to see fees being withdrawn from my account but left it because I didn't have time to deal with these issues in the face of everything else. Then I saw a charge come out of my account a month after my membership expired... [redacted]I contacted Curves again and was told by the manager that there was nothing that could be done about the fees that I had been charged over the year after multiple attempts to cancel my membership nor was there anything that could be done about the fees withdrawn from my account after my membership had expired.My request was then escalated to the owner of the business who said that they weren't going to refund me any of the fees and that I all I needed to do was send a handwritten letter in the mail indicating that I wanted to cancel my membership. Finally, at this time, I was faxed a copy of the form to sign and fax back. My irritations are simple:1. Not once before my membership expired on its own was I given any alternative method to cancel my membership outside of going to the physical location. It was only after I had paid a full year of dues that these options were provided to me.2. Fees were withdrawn from my account for a month outside of the contract which is being refused to be paid back to me. All I have asked is that the fees, less the cancellation charge of 2 months, be refunded to me - cancelled in April, paid cancellation fee for June and July, so 4 months of fees returned (approx. $225.00.) AND fees for December [redacted] (approx. $55.00).Desired SettlementAll I have asked is that the fees, less the cancellation charge of 2 months, be refunded to me - cancelled in April, paid cancellation fee for June and July, so 4 months of fees returned (approx. $225.00.) AND fees for December [redacted] (approx. $55.00).Business Response Timeline for Member's membershipNov 19, 2014 -Member signed up for a 1 year Fitness only membership that stated she will continue payments after the 12 months until such time that member gives 30 days written notice. Member not only signed the contact but it is standard policy at Curves to make sure our members understand important highlighted parts of the contact and initial it. - [redacted].June 3, 2015- Member emailed asking for "information on how to cancel my membership" This was forwarded from Owner's email to the appropriate Club managers' email. In this case it was Curves North. June 4, 2015- Curves North Manager responds to member's email with the answers to her questions- This email outlines member's 2 options. July 3, 2015 - Member replied to Manager - thanking her for her kindness and that she wanted an appointment she had with a coach scheduled to be cancelled and that she would be in to sign the form later that afternoon.July 3, 2015 - Manager replied and explained her cancellation options again as a month had gone by and there was a decrease in the amount that the member had outstanding and that the amendment form would be signed when she came in also.July 3, 2015 - Member replied thanking Manager for her information.July 15, 2015- Manager called and left a message about member's cancellation options.Sept. 3, 2015- Manager left message about cancellation fee and signing amendment form. Dec 3, 2015 - Member sent an email stating that she was still being charged for her membership.Dec 3, 2015- Manager replied to Members email and stated that she required 30 days written notice and we did not receive it via mail or by her signed amendment form that was mentioned numerous times in email conversations and also that she agreed to come in and sign. There was no longer a fee for breaking her contract so all that was required was the form to be signed. Dec 7, 2015- Manager faxed the amendment form for her to sign and fax back to us. She was immediately cancelled in our system, even though technically we require 30 days' notice. Therefore, there will be no repayment of fees as we followed all required policies. [redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They're missing email correspondence for April and May. Also are failing to acknowledge phone call discussion in June where I explained why I couldn't come into Curves to sign forms. Also not acknowledging that no alternative option to sign forms aside from going into business location was provided until the membership expired. Nothing mentioned about charging me for December membership when my 12 month membership, which I signed for and gave permission to Curves to take funds from my account for, expired in November. Final Business Response I stand by my original statement that we did nothing wrong and will not be refunding the member any money. [redacted]

Review: Billed for gym membership and deposit after submitting medical notes from doctor stating I could not physically work out due to car accident.

I signed up for gym membership with Curves in September 2012. I provided a $69.00 deposit via check and a $39.00 enrollment fee. I was told by the owner that there is a "special" going on that if I came in 12 times per month for 3 months, I would be reimbursed the $69.00 deposit after the 3 months. I had a fall type accident on 12/4/12, which caused me to be 2 visits shy of getting my deposit back. My doctor provided a note that I could not work out, so Curves owner advised I would have to start my 3 months all over again once released by my doctor (This is unfair above all else and not good business practice). Then I started my 3 months over again in February 2013, where combined with the 34 visits previously completed, I was well over the 36 she required to get my deposit back. Subsequently on 3/13/13, I was in a car accident where I was rear ended by a driver going over 60 MPH as I was stopped on the freeway. I had a concussion, post concussion syndrome, and substantial back injury/pain. Then the doctor again took me off work and along with my physical therapist, stated no more strength training(gym). From 3/13/13, Curves continued taking payments ($39)out each month and took my $69.00 deposit. This is not good business practice when I have provided multiple notes to Curves that prevent me from working out subsequent to 3/13/13 with no return to strength training allowed since then. They have provided some refunds for that monthly billing, but have not provided refund for July's $39 debit and the $69 deposit. Why debit those months in the first place if I'm medically not cleared? If I was medically prevented from not only working, but more importantly from working out, then I do not understand why Curves owner is not refunding my $69 deposit. I was trying to fulfill my 36 workouts to not be charged the deposit and exceeded the 36. If I am medically unable to attend Curves, why is Curves owner taking my deposit. Why did Curves owner keep debiting my account when they knew I was medically taken off work and prevented working out in any way? In addition to my $69 deposit, I want July's $39 debit refunded immediately. What if my accident was even worse and I was in the hospital? Being medically prevented from working out is not my choice, I am not medically cleared to attend Curves, so it is bad business practice to keep billing me and take my deposit. This is ridiculous that Curves owner has not returned my calls up to today and I have been trying to reach the owner multiple times each week since beginning of July. She calls me today to say she previously told me I would not get the deposit. This is utter B.S., for lack of a better term. She has never done as such and has been avoiding me. This is evident I believe, as a sensible business owner would not contact a person with a long-term injury that obviously cannot work out, and tell them I am going to keep billing you and take your deposit. Please help resolve this complaint about Curves. Thank you.Desired Settlement: $69.00 deposit and $39 monthly fee for July 2013.

Business

Response:

Initial Business Response

The owner was out of town for 2 weeks & thus the response is just being done today....

In regards to the $69 that consumer, [redacted] states she is owed...she is incorrect when she states she gave us a $69 deposit check, her contract actually states that it was $60 (not $69). Her contract also states that $60 (not $69) would be refunded to her as a bonus based on her completing 12 workouts each month, for her 1st 3 months. Due to her getting into an accident, we allowed her a "one-time" option to re-start her 3 month period all over again (in order for her to get her bonus back -even though the contract does not require us to do so, we did as a courtesy). She did not complete her agreed upon workouts in the 2nd 3 month period & we do not combine workouts from her 1st 3 months with her 2nd 3 months in order to award a bonus back. It is handwritten on her contract, (so even more visible) that she has to complete 12 workouts each month for her 1st 3 months & even after we allowed her to start over, she still did not complete her agreed upon workouts, thus did not receive the $60 bonus back. It has nothing to do with "bad business practice"....in fact, it would be bad business practice if we treated her differently than anyone else....that could be construed as discrimination, thus we hold to our original stance.

In regards to $39 for July 2013, [redacted] was mistakenly charged for that month & once we realized she had provided a dr's note, that amount was refunded to her on 10/16/13.

I called [redacted] & spoke with her on 10/4/13 to explain all of the above & let her know a refund check in the amount of $39 would be sent to her.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I disagree that returning my $60 deposit was not bad business practice when the sole reason for not being able to complete the workouts was due to being in a major car accident. My doctor took me off work completely during the tail end of 1st 3 months when I was 2 workouts shy. Then later I attempted to return and again my doctor took me off stating I could not workout any further. Thus it was not voluntary, but medically prevented from working out. My $60 should be refunded.

Final Business Response

I think what [redacted] is getting confused by is that her total enrollment fee was $99 and once she completed the workouts, she would have been given a $60 bonus. The $60 is a bonus for completing all the workouts....period. Somewhat like if your job was going to pay you a bonus for completing a project & you had to quit your job midway through the project, you would not get paid a bonus on that project. I can see where she may feel that she is entitled to the money back, but unfortunately we cannot treat her any differently than anyone else & if someone has to quit for any reason, they are not entitled to the bonus.

Review: I joined curves on the evening of 7/16/14, when I woke up the next day, I realized I could not afford the monthly payments . I called on 7/17/14 at 6:08 am and spoke to [redacted] and cancelled the membership. She told me to send a letter canceling, and that they may keep $3.00 of the check that I wrote out ($49.00) for paperwork expenses. I said fine. My husband brought the letter to the post office that morning. When I checked my bank account curves cashed my check on 7/23/14 for the full amount . I called two more times to try to contact [redacted] ( manager) but she did not call me back. I emailed the corporate headquarters about the issue too and have not heard anything back as well. Please help me to straighten this out and get the refund due me. Thank you, [redacted]Desired Settlement: I would like them to credit my checking account for the amount due to me.

Consumer

Response:

On Thu, 14 Aug at 5:34 am , LiveChat <[redacted]> wrote:

Your name: [redacted]

E-mail: [redacted]

Subject: Payment received

Message:

I just wanted to let you know that I received a check from Curves for the full amount due me. Thank you for your assistance with this, I am sure I would not have received it without your help! Thank you so much!!! [redacted]

Review: I purchased a [redacted] coupon for a 2 month curves visit. I wanted to try the club for 2 months.On June 26 I met with the club adviser she pushed signing a contract which at the time I was redeeming my coupon. I explained to her that I wanted to try the club for the 2 months . I told her I had intended to come in the evening which was the main reasson for my intrest. she also told me that if I changed my mind about the contract I had 3 days to let them know.After signing an agreement, the representative told me that the club had "summer" hours, which I explained to her would not work with my working hours. the time had elapsed as it was over a weekend, I called on the 4th day which was July 1st and spoke with the manager [redacted] that I wanted to waive my contract as I learned I would be leaving the area and would not be able to use the 1 year agreement. I was harrassed in front of the club members while excersiing about my decision to stop this contract. I told the curves employee to Let it go, meaning I didn't want to discuss it in front of the club members I tried going to this club in the morning hours, but going cleaned up for work and then excersizing I had no way to freshen up as the facility has no shower, I work in the health profession and found it distasteful going to work in this condition.I have not been able to use my [redacted] coupon fully and explained to the manager also that I didn't get my curves coupon use because of there summer hours. I feel I gave plenty of notice and good reason why I decided to cancel this contract with curves. I have made many attempts to work with them in a fair a decent conduct in conveying my desire to cancel. I have documented 4 phone calls and went in person and tried to talk to them about letting me cancel this agreement. I have also asked to speak with the owner of the business, and was told I could not have contact with. The curves has taken money from my bank account as of 8/26/14 which I told the manager this morning I did not want this agreement. I am asking for help in this matter as I will not have full use of this club membership. I intend on writting a letter to this club to ask if they will once again, consider waiving this membership agreement.Desired Settlement: I would like this contract canceled and a refund made to me for the money deliberately taken from my account and my [redacted] coupon reimbursed as well

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Curves regarding complaint ID[redacted].

Regards,

Review: Contract is a term of 12 months after the initial 12 months drops to month to month. I signed a contract for a 12 month term on 5/20/13 with first month of membership fee due at signing. A 12 month contract means you make 12 monthly payments. I made the first month payment on 5/20/13 with 11 payments due. I continued to make payments for June, July, Aug., Sept., Oct., Nov., and Dec 2013. In 2014 I made payments in Jan., Feb., March, and April. The payment in April 2014 was the final 12th payment of a 12 month contract. The auto draft payment taken on 4/17/14 paid the contract up to 5/20/14. I gave a 30 day written cancellation on 5/7/14. I was already paid up until 5/20/14 so I stated in the cancellation letter that I was giving Curves the authorization to auto draft $21.96 that would pay the overage for the 30 day cancel. Once Curves received my certified letter the owner [redacted] called and left a voicemail message stating that since I signed the contract on 5/20/13 the final payment to complete the contract commitment was due on 5/20/14. My April 2014 payment took me to the contract end date of 5/20/14. My April payment was my 12th so technically I am now month to month. I sent in a 30 day written cancellation so my cancel date will be 6/7/14. I have already paid up until 5/20/14 with my April payment so I only owe a partial of $21.96 to take the billing up to 6/7/14. My problem with all this is that the franchise owner [redacted] doesn't understand the contract she is having her customers sign. Her logic is forcing people to pay 13 payments instead of 12 payment for a 12 month contract. Cheryle accepted my 30 day written cancel but then proceeded to charge me a full month dues instead of the $21.96 she was authorized to.Desired Settlement: The overage of $16.80 should be credited back to my debt card and the owner needs to understand the terms and conditions of the contracts she is providing to her customers.

Business

Response:

[redacted]In response to the customer complaint on the billing it was my mistake and I will be sending the customer a check for the over charge of $16.80. It was my error and Iam very sorry.

Review: I signed up with Curves in April of last year. I was immediately charged 2 payments in April. I signed up to be able to go on my lunch break from work, but soon discovered that they shut down for an hour for lunch, which most of the time fell on my own lunch break. I eventually decided to stop trying and just finish out my contractual agreement to pay without complaint. I sent a request to stop the draft at the end of Feb and have since been charged twice. I find it interesting that they called me for months asking me to come back in the beginning, but when I request them to stop charging me, they ignore it. I held up my end of the 12 month agreement and have since paid 2 extra months that I want back.Desired Settlement: I would like the March 2013 and April 2013 charges refunded and the drafting stopped immediately.