Fitness 19

Revdex.com spoke to Caroline at business and the following was relayed: Her membership has been cancelledAs per our policy and what she was told, cancellation either in person or by certified letter prior to the 15th or post-dated before the 15thShe did not send a letter to cancelAfter months of
non-payment the membership is automatically cancelledThe customer does not owe us anythingThe annual fee is an *** *** fee that every member pays and which the customer initialed on her contractWe are unable to refund the $charge

Hi ***I am glad this has been brought to my attentionIf I may, it was not necessary to involve the Revdex.com for I have not even been informed that there was an issue that needed to be addressedI know you stated in your message that discussed with management and I do believe this is
the 1st I am hearing of itI just saw you and your husband and you in the club today and you were both very pleasant as if nothing was of the matterWe could have discussed this today if you would have wished to have. Your monthly membership is at a $monthly cost. When you enrolled your membership it was locked in, meaning that it is guaranteed to never increaseThe other advantage is that you were qualified to get monthly dues reductionsWhen you 1st enrolled you were able to reduce your monthly dues to $This was changed by upper management late last year that the lowest monthly dues reduction would now be $With that said you're monthly rate is lower than anyone can receive ever againThat is why the discount was not validatedIf you wish to upgrade your membership we will do so at a one time charge of $your new rate will be Our Club of enrollment rate is now at so we will give you a discount of not just -but -$even though we only have a coupon for personWe cannot discount your husbands account for your name was listed on the couponPlease let us know asap if you wish to move forward with the upgrade so we can both set all this behind usI apologize for any confusion and or hassle this may have caused you and your family.
Best,
*** ***
Fitness Orange

Initial Business Response /* (1000, 5, 2015/06/17) */
In regards to *** *** member #XXXXX and *** *** #XXXXX they sign up with us on December 5,Member agreed to be billed monthly for both memberships for $monthly and charge a $annual fee per person due on June 15th of
each yearMember came in to our facility on July 29,to freeze account for months which we froze it till February 16,with no charge*** also froze *** *** Personal Training session that we were deducting each month for months on July 29,Monthly membership and Personal training activated on February 16,First billing started after the freeze for monthly dues on 3/which payment went thruAs of April 15,payments stop due to members account being frozen*** *** Personal Training first payment due after the freeze it was on March 28, which Payment also did not go thru do to account being frozenMember owes a balance of a total with dues, return fees , and Personal training on the amount of $As of today we have no cancellation letter or cancellation form sign by member

Back on 11/13/I emailed the gym manager so I could cancel my membershipCould not do the cancellation in person because I've relocated temporarily since early December to Florida to help out after the death of my relativeI continued with the membership since monthly it's only $

Fitness sends me texts talking about being under new managementI've asked them to stop, but they won'tI can send a screenshot of their recent text, received Wednesday, 06-24-I used to go there a couple of years ago, when I could afford to pay

When the member called in, I *** *** did receive the phone callThe member did state that she attempted to cancel at another location and then that she mailed a letterI than asked if she by chance sent the letter via certified? She responded no and that she was not advised to herI
explained we a do our best to inform members if they are cancelling by letter to send it certified so they have receipt showing it was mailedAfter all, we cannot be held liable for a letter not to have been receivedI said we do not show any letters on file however I would give her a call backMy apologies you have not yet received any calls from meI have not forgotten about it and plan on getting a answer to her come this FridayIf we are ever in the wrong we will make things rightI do need to look further into this yetThank you for your patience and sorry for the delay.Thank you,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below:*** is trying to take advantage of the situation, never did he mentioned a 2nd account until now that he is trying to get out of refunding the accountMy son did not complete a 2nd agreementThis mention of a 2nd agreement now makes sense after seeing yet another Fitness chargeI truly believe that Fitness has fabricated it to get out of refunding the full amount as *** said he would do*** even provided me a refund receipt and confirmed he would "refund All"When I called the billing company for Fitness *** I was informed that my son's account with Fitness is still active even tho ***, Supervisor of Fitness confirmed that this account would be terminatedWhen I went back in to speak with *** in person, he stated that the account would be terminated and all charges would be refunded as *** requested personal information which was provided to ***My son does not know the address for Fitness which is the address that the billing company has on file for him which confirms that Fitness fabricated this 2nd agreementI know that Fitness has fabricated a 2nd agreement to get out of refunding my son fully for charges that should have never been chargedThe total charges pulled from my son's account is now $as there was another $charged pulled out from his account today.***, please keep your word, permanently terminate this account and fully refund my son's accountIt is wrong to fabricate a 2nd agreement
Regards,
*** ***

We've attached a copy of both her membership agreement and freeze formOn the freeze form that is attached it states "now-Sept $freeze, annual to still come out"

My name is *** *** I am the General Manager of Fitness Mira LomaWe received a complaint from a member by the name of *** ***I have directly reached out to this member and resolved the issue and she is now in good standings with our companyPlease void her complaintIf you need
anything else please let me know and I would be happy to assist Have a healthy day!

Initial Business Response /* (1000, 6, 2015/06/16) */
We are unable to find the name specified above in our systemIf the member goes by a different name, please let us knowOr, if the member joined at a different Fitness other then the Thornton, CO, this case would not even pertain to usWe
do not share systems
Initial Consumer Rebuttal /* (3000, 8, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This took days and a day off work to finally get resolved
Final Consumer Response /* (2000, 9, 2015/06/17) */

Fitness sold the rights to all member information and billing information to Fitness on February 1st, There is a purchase agreement between Fitness and Fitness which can be provided if neededWe believe this complaint should be directed towards Fitness rather than Fitness because Fitness management/owners misinformed their members and failed to notify them of the pending transaction with Fitness

Phone response (***) - Owner, Anthony Z***, agrees to cancel contract and issue refund

Hi ***, *** *** here G.Mat Fitness OceansideOur cancellation policy does state that we require a day notice that can be completed by mailing a letter of cancellation in or by filling out cancellation form at gymUnfortunately I do not see your mother in-laws name on the
complaintI do apologize for not getting back to you, If your name was left for a call back I would not have been able to locate someone to call in our systemPlease feel free to call me at the gym *** ***I can be reached most days from 9am-7pmThank you

Hello, This is a very unique situation Whey *** *** took advantage of our free enrollment saleHe did so twice with two different names, one being *** *** and the second being *** ***When he came to cancel initially he only handed in one of the agreements and it was in
fact cancelledThe second membership was notDue to the nature of this incident I have decided to reverse the charges for the second membershipThank you. *** ***

As we stated in our initial response we will be more than happy to refund you your $for your last months duesPlease call us so we may verify where you would like your refund check mailed as we know you have since moved therefore our information on file is not up to date
Thank you so much,
*** ***-Club Coordinator

Initial Business Response /* (1000, 5, 2015/08/31) */
Hi,
Fitness states in our signed membership agreement under #of our termination policy that members may notify Fitness 19, in writing, at any time, of its desire to terminateAfter Fitness receives Members written notice, one more EFT
billing will occur on the automatic billing date
In response to *** *** complaint, She is not required to pay for one more year, only her monthly dues for the month of AugustI would be glad to speak with her about any billing questions or issues to personally extend to her any courtesies to reassure a happy exit
Thanks,
*** ***
Manager
Fitness CA LLC
*** *** Creek Drive A
Highland, CA XXXXX
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will call Fitness tomorrow 9/1/and submit payment for 8/I will contact Revdex.com if Mike Austin dba Fitness does not comply with what he has agreed uponThanks to Revdex.com for helping me with this issue
*** ** ***
(XXX) XXX-XXXX
Final Business Response /* (4000, 15, 2015/09/01) */
I just spoke with *** on the phone and reassured her that is waivedAlso a refund will be given back for a months dues as a courtesyAll is well
*** ***
Final Consumer Response /* (2000, 17, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr Mike Austin did call me yesterday afternoonHe apologized on behalf of his employees and agreed to:
- waive the additional $
- courtesy refund of my $payment for August
- provide me with a written letter stating that I am in good standing with Fitness

Back on 11/13/I emailed the gym manager so I could cancel my membershipCould not do the cancellation in person because I've relocated temporarily since early December to Florida to help out after the death of my relativeI continued with the membership since monthly it's only $

I want to first apologize for the miscommunication with *** in reference to her account with Fitness
It is our policy that once a cancellation form or a letter is submitted in writing that the membership be canceled within days from the date received
If *** came into the facility
August of prior to the 15th of that month, her last billing would have been in August but if we received the cancellation after the 15th of August her last billing would have been in September of
At this time we have no record of a cancelation from ***
*** did sign up on August 11, and if she cancelled her membership within five business days of enrolling we would have refunded her the $she paid when she signed upAgain I have no record of *** cancelling her membership
When reviewing ***'s membership it appears she and her aaccounts were utilizing the facility after the month of August as well as purchased personal trainingFor the personal training purchased we would have also refunded *** if it were within the days of purchaseIn this case we have no record of *** cancelling her training sessions
When reviewing ***’s membership and personal training agreements *** signed and initialed all of her paperwork acknowledging the terms of the agreementIf *** would like a copy of her agreements we would be more than happy to provide her with copies
At this time we are still waiting for *** to complete a cancellation form
All billing has been correct on our partIf *** has any other concerns we would be more than happy to assist her in this matter

Unfortunately mistakes do happen and it is never our intent to intentionally bill a member incorrectlyA check was issued for the full amount of $and has since cashed by Kevin WoodWe do apologize for the inconvenience MrWood did experience with our companyPlease let us know if there is
anything else we can do. Thank you, Kayla *** Club Coordinator Fitness 19 | Minnesota

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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
Regards,
*** ***