Fitness World Reviews (%countItem)
Fitness World Rating
Description: Health Clubs
Address: 149 10551 Shellbridge Way, Richmond, British Columbia, Canada, V6X 2W9
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+1 (604) 288-4097 +1 (604) 585-3356 +1 (604) 421-2433 +1 (604) 435-0611 |
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I was a member at the Steve Nash gym at city square until I suffered a major concussion *** and a separate injury that severed the tendons in my hand the same week. I was suffering extreme memory loss and was heavily sedated after my surgery. I do not recall much of that month, but once I become more mentally cognitive they had passed my billing to a collection agency. I was told they phoned me multiple times and instructed me how to cancel. I could no longer come in, in person, ***. Trying to resolve this issue now I am told if I was able to answer the phone I should be able to write an email to cancel my membership.
Initial Business Response /(1000, 5, 2018/10/19) */
Dear ***,
Re: Case # ***
Thank you for your email of October 19, 2018.
We are sorry to hear of our member's medical concerns.
Our records show that this member's account starting falling overdue in April 2018. Our billing department was reaching out to him via telephone for payment and according to notes on his account he was explained how to terminate his membership on 3 separate occasions.
As there was no payment made to the overdue, and the account had been past due more than 90 days, we terminated the membership per delinquency effective August 15, 2018.
Although we do not typically backdate a cancellation, if this member can provide a Doctor's note to verify his medical incapacity to process a cancellation on his membership, we would be happy to review his request. This can be forwarded to our office directly at ***@snclubs.com.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
I signed a contract for 36 personal training sessions and haven't completed all of them in the agreed time. Consumer protection act says that if the services are not rendered or unacceptable I can have my money back. I'm still missing 15 sessions
Initial Business Response /(1000, 8, 2018/09/24) */
Dear ***,
Re: Case # ***
Thank you for your email of August 29, 2018, we apologize for the delay in our response.
As per our Personal Training agreements there is an expiry date which is clearly indicated. All sessions must be completed prior to this expiry date.
According to notes on this member's account with us, this matter has been resolved internally.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
The company is offering a promotion to sign up one new referral at the rate that the referring member currently pays with no initiation fee. When I requested to sign up using the promo I was told that my current rate would not be matched for a new member because it is lower than their promotion allows. When I clarified that the promotion did not state any limits or exclusions I was told there was nothing that could be done to honour the offer. At my current rate and access terms the offer would allow my referral to sign up for about $12 bi-weekly. I was told the lowest they could offer for the same quality of membership is $29.99. Please contact me by email if you require a copy of the email promotion.
Initial Business Response /(1000, 5, 2018/08/30) */
The retro rate campaign, was set up for month to month billing, any MTM (month to month) rate would be matched for on their friends MTM new membership. ***'s plan is prepaid one year in advance and does not qualify for the retro rate campaign. We have replied to *** with the same message. We have also offered to have our sales team reach out to his friend with our other current offers as well as our current prepaid pricing.
Initial Consumer Rebuttal /(3000, 7, 2018/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The qualification of the offer provided in the response includes additional terms and conditions not included in the original offer. The original offer states that they are offering to sign up new members for rates as low as $9.99 bi-weekly. It does not state that it is a referral program exclusive to members currently enrolled in bi-weekly payment and excludes members enrolled in annual payment. It simply states that new members will be set up as bi-weekly. This suggests that a lump sum annual amount would be matched and divided into bi-weekly amounts. My current package would be approximately $12 bi-weekly when divide from the lump sum. This still exceeds the $9.99. For clarification I have pasted the terms of the offer below:
This offer ends tomorrow, so you need to act fast!
When you sign up a friend or family member on a 12-month membership before August 26, they'll pay the rates that you pay, plus $0 enrolment! To show our appreciation, you'll receive a free personal training session OR one free month!
Don't wait!
A few things to remember:
This offer is limited to one new referral per member
Your referral gets $0 enrolment fee (that's savings up to $200!)
All new members will be set-up on a bi-weekly payment plan
This offer is only available for a 12-month-term membership
Offer expires 11:59pm on August 26th, 2018.
So why wait? Head into a club today for this limited time offer!
Final Business Response /(4000, 13, 2018/09/25) */
As a good will gesture we are willing to offer a prepaid package to the member's friend at a similar rate to his original signup package, in effect matching his retro rate. Someone from our management team will contact him with the details.
Final Consumer Response /(4200, 15, 2018/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from this business offers a resolution that does not match the original terms of the advertised offer. The resolution requested is to have the terms of the offer honoured as advertised without additional terms and conditions.
I have a very serious concern with the security and privacy of my account information At the Kelowna Steve Nash Fitness.
I was approached by someone who I barely know while I was at my work. This individual
stated that he was shown my account by a friend of his who worked for Steve Nash in Kelowna. I
feel that this is a violation of my privacy. This employee of the Kelowna Steve Nash Fitness accessed my account for non
work related reasons without my consent and disclosed that information to an individual of the
public. This individual then approached me in my place of work with this information.
The complaint was submitted to the Company at the beginning of April 2018.
There have been some conversation back and forth as we identified the individual involved. It was concluded that the individual had quit prior to all this coming to light.
I then attempted to contact the company with regards to how they intend to keep this from happening again to me or other clients. I received no answer.
Initial Business Response /(1000, 13, 2018/09/24) */
Dear ***,
Re: Case ***
Thank you for your email of August 24, 2018.
Our sincere apologies for the delay in our response while we investigated this matter. Unfortunately the General Manager who was overseeing our Kelowna location at the time of this incident is no longer employed with us.
We can assure you that our member's privacy is of utmost importance to us and we have done everything in our power internally to ensure a situation like this does not happen again in the future.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(2000, 15, 2018/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
. Reading all those reviews making wonder why any one would ever join this group ***. Here is my story: a sales person from Steve Nash came to my restaurant and offered me a deal which is if I advertise their business in my restaurant by putting one of their boxes on my front counter for my customers to enter their names and other information into the box as potential member for Steve Nash, then my wife and I will get free membership for as long as we keep the box in the restaurant. It seemed like a fair deal and I accepted the offer and every week I provided all the information provided by my customers to Steve Nash staff member at the Kingsway Street Location near Royal Oak. I kept my end of the bargain for good 8 month, but Steve Nash kept charging my wife's *** the monthly fee and every time we went to Steve Nash to bring it to their attention that our *** is still being charged, we were promised that it will be fixed immediately. Of course they were all bunch of liars and now we are told forget the deal and we were just lying to you and we will continue charging you every month and you can't even cancel your membership until January 2019. As a business man myself, I find it disgusting how Steve Nash is conducting business by lying. The funny thing is their membership manager (Dustin) asked me to prove their lies by producing a written offer from them and when I told him 2 of his own staff are standing their and willing to testify to him about what happened and the deal offered to me by they agent, he simply said well that won't make any difference to him.
This is my first respond to Steve Nash's lies and I won't stop here. I am going to put this review on *** and every other website. I am also going to contact *** card to stop payments and refund all the last 8 month payment. If this doesn't work to bring Steve Nash to it is senses, then I will file a small claim court against Steve Nash, so they know there are people who will stand up to them and their lies.
Thank you for your review and sorry for any confusion or frustrations. A representative from our Member Experience Team will be reaching out to you shortly.
Attempted to freeze account, account was never frozen, attempted to cancel account via telephone, was lied to and told that would happen despite it being something that they do not do on policy. After trying to communicate my issue to them and resolve it not involving the Revdex.com, was met with hostility and told I would receive only the money that they owed me for failure to freeze, as their employee violating their policies was not of their concern.
Initial Business Response /(1000, 5, 2018/08/08) */
Dear***
Re: Case #***
Thank you for your email of August 6th, 2018.
We have recently received a cancellation from this member and have terminated his membership immediately and waived the thirty days notice required. This means he will not be billed for August 10th and 24th as outlined on his agreement.
The member had requested to freeze his membership for two months on January 3rd, 2018 due to relocation. This information had not been submitted to our office for processing and he was billed in error. We have apologized for this and have processed a refund for the two months he was overcharged on August 7th, 2018.
In regards to a cancellation the member had been provided with the email address in March, 2018. Unfortunately the member had spelled the address incorrectly [email protected] instead of [email protected]. As he would have received a bounce back explaining that his email was undeliverable as no such email address existed, there would be no further refund provided to the member.
Should you require further information, please do not hesitate to contact us, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS BC LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(3000, 12, 2018/08/30) */
Find Attached
I reject the buisiness' response. I sent a followup email after receiving my bounce back email, however their lack of having my email registered caused them to not cancel my account. They failed to freeze, failed to follow written policy (told me I could cancel via phone when I could not) and failed to cancel my membership. I have not used their facility since january 2018 as I was first under the impression my account had been frozen, and secondly under the impression my account had been cancelled. I would like a full refund from the time my account should have been frozen, and a full refund from when my account was to have been cancelled. I have not used their facilities, a failure to follow policy on their behalf and a failure to have my email registered should not cost me 200$.
Final Business Response /(4000, 21, 2018/10/17) */
Dear***
Re: Case # ***: ***
Thank you for your email of October 17, 2018.
We are sorry if there was any misunderstandings, however we do not accept cancellations by telephone as there is no way to prove whether this request took place or not.
As per the terms of the membership agreement that this member has signed, it states "...You must give notice of cancellation by a method that will allow you to prove that you gave notice, including registered mail, fax, email, or personal delivery..."
Although we are unable to offer any further refund, as a customer service gesture we would like to provide 3 months of free access. This access has been set up on his membership and he can scan in as he previously did until January 17, 2019.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Final Consumer Response /(4200, 23, 2018/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their violation of company policy and failure to cancel my account should not be coming out of my pocket. 3 months free pass is worthless to me. I have no intent of stepping foot inside of a steve nash fitness ever again. Their "customer service" seems more like customer disservice.
I have been receiving phone calls from Steve Nash head office regarding another person. They have been advised several times that I am NOT person in question but they decided to continue harassing me over the phone on daily basis. I found out that they have searched their client database and cross referenced same family name. After that they pulled my record instead record of the person in question and decided to call me on daily basis. I have pointed out that they are talking to the wrong person and trued to bing up the issue with the management to no avail.
Initial Business Response /(1000, 5, 2018/07/11) */
Dear ***,
Re: Case # ***
Thank you for your email of July 11, 2018.
We apologize for any frustrations or inconvenience that have been caused for our member.
If we can have more details emailed to us at ***@snclubs.com, such as the phone number we're calling and the name of the member we are calling for, we would be happy to look into this further.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
I was signed up to use the gym, was not given a contract but was told to sign. I asked what was on the computer but the employee was having some difficulties and said it's not important and he can email me later. I signed an electronic signature. I was not told of any cancellation fee of rwmaining balance nor that I was locked in for a year. I tried cancelling the membership, I never used the service even once. I never received said "contract". I spoke 2 supervisors and they said they can email me the contract. Regardless, if I never received it in the first place how would I know I was unable to cancel. I never once returned back to said facility and I would like a refund on the services. I was refused both refund and cancellation and was told to pay the years remaining balance which adds upto $500+.
Dear ***,
Re: Case ***
Thank you for your email of July 5, 2018.
Our records show that this member signed up for a membership with us on April 5, 2018. The agreement that was signed by him was for a committed term for 24 biweekly payments, with an obligation date of April 18, 2019.
All of our membership contracts are signed electronically with an electronic signature capture pad. Information contained within the contract is part of a workflow that each member goes through while signing the capture pad.
Under the Business Practices and Consumer Protection Act, all members have 10 days from the date of signing to read over the term of the agreement and try out our facilities. The membership can be cancelled with a full refund within these 10 days, but after the 10 day period the member is responsible for the full term of the contract.
After the minimum term the membership can be terminated by the member with 30 days prior written notice.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
***
(The consumer indicated he/she DID NOT accept the response from the business.)
If the cancellation was explained to me at the time I would have not signed a 24 bi-weekly contract. The information in the contract was not related to me and the contract was not provided so I was unaware of said commitment. I will not accept this and have submitted rental tenancy forms stating I have moved and there are no Steve Nash in the vicinity. I would like my account cancelled and will not be providing payment as the current charge is well over 4 Months of membership and I have already paid for the first 2 before I have moved.
***
Dear ***,
Re: Case #***: ***
Thank you for your email of July 13, 2018.
We have recently received proof of this consumer's relocation and have terminated his membership as per his request.
Although there were payments owing from prior to his request for cancellation, as a customer service gesture we have cleared all remaining balances owing.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
***
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that my membership has been terminated and I have no remaining balances with Steve Nash Fitness World. They should really offer a more flexible cancellation policy as this is quite troublesome and took far too long to resolve.
I signed a contract with Steve Nash Victoria Fitness World on May 30, 2018 in order to continue my workouts following the bankruptcy of my former gym, VI Fitness. I informed the staff at Victoria Fitness World that I was not able to perform any weight exercises or cardio that involved my knees. (Over the past 11 months my legs have collapsed three times, without warning, resulting in extreme pain. I have been in the care of doctors at Rebalance MD since the first fall.)
As the gym equipment was new to me, the staff advised I was entitled to a one-time introduction to the equipment with a trainer free of charge. I accepted their offer. Of concern, the trainer ignored what I told her re my physical limitations due to my injuries.
After two days I realized I was not physically well enough to carry through with the contract. I went to the gym and talked to the staff re cancelling my membership. They said it was no problem. All they required was a doctor's note within ten days explaining why the contract needed to be cancelled and that I would receive a refund in two weeks. I delivered the note from my orthopaedic surgeon in person on June 4, 2018, thus well within the 10-day cancellation window permitted.
To date I have not received reimbursement nor a reason for the non-repayment.
Product_Or_Service: Fitness Trainer Sessions
Initial Business Response /(1000, 12, 2018/07/11) */
Dear ***
Re: Case ***
Thank you for your email of July 6, 2018.
Our records show that this member joined with us on May 28, 2018 and we received a cancellation request dated June 5, 2018. This was within the first 10 days and the member is eligible for a refund.
We have processed the cancellation however we were unable to stop her first automatic deduction that went through on her bank account on June 1, 2018.
Prior to refunding any payments processed through a bank account, we must wait to ensure the payment is not returned as NSF. A Manager from our club did reach out to this member to see if she would prefer to provide a copy of her bank statement to expedite this process, however we were advised that she preferred to wait.
We apologize for any delays in our process, she should be receiving her refund cheque soon.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(2000, 14, 2018/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To: Members of the Revdex.com
c/o Dispute Resolution Department
Re: Case No. 1291513
I am pleased to advise that I received a cheque by mail from the Steve Nash Fitness World and Sports Club in the amount of my claim of $1,598.67 late last week.
Please accept my sincere thanks and appreciation for making this possible and bringing my claim to fruition.
Sincerely,
Barbara Wright
I went to the Howe st. Location to cancel my account on the 23rd of Feb and the person at the counter greeted me and asked me if I needed help, he was busy with people coming in and out of the gym. I told him I needed to cancel my account and he gave me a small sheet of paper which I filled out and paid the fees I needed to pay, after which I was told I would once again get charged for my second half of the month as it takes 30 days to cancel. Also the person lost my cancellation paperwork and never filled it either
I leave and next thing I know, im in the next month with nearly $80 unpaid on my account. I just mention I change my bank card ***. So I discussed with the gym attendant and he said call the head office. By this point I've been getting calls from Steve Nash on a daily basis ***
Now after talked to the multiple people at both the head office and the billing department I still owe $150 to Steve Nash including the annual fee which I honestly think I shouldn't pay, without a resolution.
Please help me.
Initial Business Response /(1000, 5, 2018/07/09) */
Dear ***,
Re: Case ***
Thank you for your email of June 25, 2018.
Although we have no record of a cancellation request prior to May 25, 2018, as a customer service gesture we have cleared the overdue balance on this member's account.
To confirm, this membership has been cancelled and there is no further charges.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(2000, 7, 2018/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
When I first signed up for a membership with Mark E, I told him that I was going to be moving away from the Vancouver area at the end of February, and that I wanted my membership to reflect that. He told me that it was no problem, and put a note in my file reflecting this. Fast forward to April, and I noticed that I had been billed for a month and a half of memberships that I was not expecting, and most certainly did not use. I called their customer support line to clear this up, and I was greeted by a extremely rude lady that told me that there was no file, and when I asked for a refund on membership that I had not used, that they had every right to bill me and they were not going to refund the money. I asked for her manager, and she told me that there was no one for me to talk to. *** I was later able to go to talk to Mark E about this, and handled the situation much better. He re-put the note into my file, and e-mailed someone in billing to get me a refund. I still have not received any word from them, or a refund. I am truly disappointed by this experience, and like the people who tried warning me about Steve Nash Fitness World, I'll never be going back.
Initial Business Response /(1000, 8, 2018/07/11) */
Dear ***,
Re: Case ***
Thank you for your email of June 22, 2018.
We have reviewed our member's concerns with the club staff he has indicated, and it seems there may have been a misunderstanding. Our staff will be reaching out to our member directly for resolution.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(3000, 17, 2018/08/02) */
I received a response from SNFW asking when I could be contacted, but never received a phone call after I responded. I would like to reopen the case so I can continue with arbitration. Thank you
***
Final Business Response /(4000, 19, 2018/08/07) */
Dear ***,
Our club location manager has called and emailed the consumer but has not heard back. They will be trying again today as they would like to close this matter.
The G.M may also be contacted at XXX-XXX-XXXX.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
I cancelled my membership on june 11 2018.
When I went in to fill out the cancellation from, I was told that I was billed for the annual membership june of 2018. I said why do I have to pay for the whole year when i'm cancelling!! it just doesn't make sense paying for something that I won't use...Full YEAR..
I had someone from billing department contacting me and telling me that I HAVE to pay the annual fee because they require 30 cancellation notice!!! This absolutely doesn't make sense... I refuse to pay and he said they will send me to collection agency.. What a rip off...
We have reached out to the client directly to remedy the situation.
Thank you. On On June 12 I have requested a signed copy of my contract.
They were not able to give me a my contract. They indicated that something was messed up in their system and that they had to go through their help desk to figure out why my singed copy is missing.
on June 14 I received and email from one of staff memembers. That attched a contract that had errors and wasn't singed. Again I emailed them and requested the sign copy.. They went' quite.
Today is June 15 and I still haven't received my copy.
There seems to be some miss communications happening, we will phone directly to close this matter.
To whom it may concern,
I like to thank Revdex.com for follow up.
Yesterday June 20 2018 I received a phone call from Steve Nash office *** and they Resolved the issue. They Closed my file and waived the annual fee.
Again, Thank you so much
I used to have a membership with ***. I believe this location closed in ***, however it's been so long ago I can't remember the exact time. All members were sent letters letting us know the location had closed. Apparently, this letter also told members Fitness World was going to be assuming all memberships. I do not recall reading this and I no longer have a copy of the letter.
S. Because it was such a small amount I didn't really take any notice of the ongoing charges. I assumed it had something to do with my monthly banking charge or the insurance on my account. Then today I was looking at my bank statement for May and the $46.19 charge from SNFW FITNESS INS/A
S stood out to me. After doing a*** search I discovered this is the name of Steve Nash Fitness World I'm being charged for a membership with them. I have never even set foot into a Steve Nash Fitness World so I was totally shocked.
Without my realizing it, I have since been charged $15.74 per month (June - April) + a further $46.19 each May. This money was being directly debited out of my account and for a majority of the time was listed as*** until July of *** when it began to appear on my online statements as SNFW FITNESS INS/A
I called Steve Nash clubs and was told this is for my*** membership which Fitness World took over. So basically I've been charged $235 a year for the last 5+ years. During that time I have not ever been contacted by Steve Nash Fitness World. I have lived at the same address, with the same phone and email address, for more than 15 years so they know where to find me. Surely they must have noticed that not once in the past 5+ years have I availed myself of their services. Yet, instead of running a transparent business, they continued to cash in at my expense.
I take responsibility for not noticing these egregious charges for the past five years, however any reputable business surely should have contacted me to ask why I'm paying them monthly for nothing.
Steve Nash been trying to collect money from my*** son who's only 16. Last Nov/2017 I signed up for myself and I paid my membership. The guy who helped me out has offered to extend the membership to my son for few days try out which he said this is just a try out and there's no strings attached. This few days try out for my son was also paid up front. I didn't realize their rep also signed him up for the membership which I didn't agree. I told the guy I don't want to sign him up because we live far and I'm not so sure whether he will come to this place or not so I said to him no but he *** me to buy the try out for few days since there isn't strings attached. Next time I know, they've been sending my son invoices & calling him on phone several times and also I got phone calls from them asking for my new credit card info. They even tried to deduct money from my bank 20 times which I never authorized. Good thing my bank notified me *** and they didn't process the withdrawals. I went and signed a cancellation form to their branch sometime I believe in March/2018 and this guy named *** said everything's handled and they won't bother me no more. Today I received another call from them asking for money I owed for my son. I talked to this David from their head office & he's saying apparently I signed a contract in behalf of my son which I'm disputing I said I never agreed on this contract. I told him I can complain about their rep giving wrong info to people. I hope you can help me rectify this issue with them.
Dear ***,
Re: Case #***: ***
Thank you for your email of May 18, 2018.
Our records show that this member signed her son up, onto a month to month membership with us, on November 13, 2017. At that time she paid a down payment of $9.81, with a balance owing of $39.22 due on November 27, 2017, and biweekly dues of $20.99 starting November 17, 2017.
This membership could have been cancelled at any time with 30 days prior written notice, but nothing was received in our office until March 13, 2018. We cancelled the membership upon receiving the request, however there was an overdue balance on the account in the amount of $296.12. There has been no other payment made on this account since the initial payment of $9.81.
We have confirmed that the agreement was signed by the Mother and she is fully responsible for it.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
***
DBA STEVE NASH FITNESS CLUBS
I canceled years ago as I moved out of province, they continued to charge me and wouldn't stop. I changed my credit card, and they managed to get it somehow and continued to charge me. Now, they have sent collections - even though I've cancelled many times with them.
On April 20th, I visited the Steve Nash Fitness at ***, because I had won a draw at my local pharmacy. Upon my arrival, the SNF employees that I dealt with avoided the topic of explaining to me what I had won and instead I was pressured into paying $38.21 for a membership. I was repeatedly told by word of mouth that the deadline to cancel the Trial Period before I would be locked into a one year membership was May 3, 2018. On May 2, 2018 I called SNF *** to cancel my membership. The employee on the phone told me that I would have to come into the location in person to sign the cancellation forms, and again I was told over the phone that the last day I could cancel before being locked into a one year membership was May 3, 2018 ("tomorrow"). I told her that I would come to the location that night (May 2, 2018) to sign the cancellation forms. After ending the phone call and before arriving at SNF ***, I noticed the date on the contract that I had signed actually said May 3, 2019. I arrived at SNF ***, where an employee had all the cancellation forms ready and waiting for me. She said something to the effect of "Now lets get you your refund." I pointed out to her that the date on the contract was May 3, 2019 and asked if that was some kind of mistake. As soon as she saw that date on the contract, she stopped processing my cancellation and informed me that this was actually a one year contract and that the ten day Trial Period had ended on April 30. I tried to explain that this was a mistake and that I had been misinformed of the deadline, but to no avail. The next morning (May 3, 2018), I returned to SNF *** and asked to speak to a manager. I explained the situation to the manager and she said "We have a strict ten day cancellation period." She refused to consider my side of the story and ignored my concerns. After leaving SNF ***, the paragraph explaining the Ten Day Trial Period was finally found by me on page 2 of the contract. Also found on page 2 was the information explaining that after the ten day trial period, I could still cancel my membership by giving them 30 days written notice. At no point was this explained to me by any employee at SNF. I have now done this, and they have replied by email refusing to honour that cancellation as well. I would like to point out that no where on the contract is the date April 30th, 2018 written. I would also like to point out that on the back of the contract where is reads, "I am aware that my automated billing will start on (blank) mm/dd/yyy..." the date has not been written in the blank space however my signature appears beside the statement. Since May 3, 2018, $38.21 plus an additional $152.86 has been charged to my credit card and I'm worried that I will continue to be charged large amount of money every month for the next twelve months.
Initial Business Response /(1000, 6, 2018/05/11) */
Dear ***,
Re: Case ***
Thank you for your email of April 16, 2018.
Our records show that this member signed up for a membership with us on April 20, 2018. The agreement that was signed by her was for a committed term for 24 biweekly payments, with an obligation date of May 3, 2019.
Under the Business Practices and Consumer Protection Act, all members have 10 days from the date of signing to read over the term of the agreement and try out our facilities. The membership can be cancelled with a full refund within these 10 days, but after the 10 day period the member is responsible for the full term of the contract.
After the minimum term the membership can be terminated by the member with 30 days prior written notice.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(3000, 8, 2018/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The "records" of Steve Nash Fitness World and Sports Club are incomplete and fail to address the issues. Issue 1 is that having been told on the phone that I had won a free 7 day trial of their facility, I went to the Steve Nash facility to claim my prize, and was subjected to unconscionable "bait and switch" and high pressure sales techniques to induce me to agree to a one year membership. Issue 2 is that the agreement I was induced to enter was explicitly represented to me to be subject to my power of cancellation up to and including May 3, 2018, which date was repeated by the Steve Nash Personnel several times. That I had only to April 30, 2018 to cancel was never mentioned, and that date does not appear in their agreement. I gave notice of my cancellation of the agreement on May 2, 2018 and again, in person at their facility, on May 3, 2018, but Steve Nash Personnel refused to provide any form upon which notice of cancellation could be written and insisted that it was too late to cancel the agreement. In addition, the contract provides for future payments by way of Pre Authorized Debits (PAD) to my credit card which the contract says I may cancel on 30 days notice. I have given that notice but neither I, nor my credit card company so far as I am aware, have received any acknowledgement of that cancellation. In short, having been pressured into foregoing the enjoyment of my free trial for a membership which I could cancel at any time up to and including May 3, 2018, Steve Nash fitness now claims I could only effectively cancel on or before April 30, 2018, and has failed to acknowledge that they are not entitled to charge any further payments to my credit card. In addition, on my copy of the agreement the start date for automated billing has not been filled out.
Final Business Response /(4000, 10, 2018/05/29) */
Dear ***,
Re: Case ***
Thank you for your email of May 17, 2018.
Regardless of whether our member had gone into the club to redeem a free 7 day pass, she chose to sign an agreement for a membership on a one year committed term.
All of our membership contracts are signed electronically with an electronic signature capture pad. Information contained within the contract is part of a workflow that each member goes through while signing the capture pad. Again, she did have 10 days in which to try the facilities and cancel for a full refund. As she joined on April 20, 2018, this 10 days ended on April 30, 2018.
As per our member's request, we have removed her pre-authorized debits from her account, however the membership will remain active and the dues are still payable by her.
We do apologize that the billing start date did not populate on our "New Member Checklist", however the legal agreement does indicate that recurring charges started May 4, 2018. Notes on her account do state that she received a free month so her first 2 biweekly payments have been waived.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Final Consumer Response /(4200, 12, 2018/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business has not proposed a resolution, they have re-asserted their claim while making no acknowledgement of the particulars of my complaint on the basis of which I say that there is no contract between us and that I have been made the victim of abusive and unconscionable trade practices. Their representative plainly and repeatedly told me that I had until May 3 to cancel the contract. By the position they have taken they have made their representative out to be a liar. I want to make this very plain: I cannot afford a year's membership. I never had any intention of taking out a year's membership. I made no use whatsoever of the 7 and or 10 days "free trial" they promised me and have made no use whatsoever of any of their facilities at all. I attended at their facility to cancel the agreement within the time their representative promised me. They refused to accept that cancellation when to have have accepted it would have cost them nothing at all. Now they claim that I owe them a years worth of fees that I cannot afford to pay *** That is not an offer of a resolution. A resolution would be to accept my cancellation and offer a pledge to improve the training of their staff.
Gym's ventilation system is broken, but the gym refuses to fix it. The poor air circulation mixed with the humidity from the neigbhouring swiming pool makes the gym a health hazard to work out.
Dear ***,
Re: Case #***
Thank you for your email of April 30, 2018.
We appreciate the feedback and can assure our member that our Maintenance Team is doing everything to the best of their ability to address any issues with the ventilation at our club.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Several Complaints.
The Cambie location found me in the mall and offered me a 7day trail. ***, she said my school had a student discount and I should come see her. She also asked if I had any friends and I invited my friend ***.
We did a tour of the facility and immediately after we were brought into a room, they closed the door and started explaining how they work. They showed us pricing and then I was informed that my school didn't qualify for a discount. The manager was then called in and explained if I used my friend's credit card, I could be classified as a family plan. I asked about cancelations then because I didn't feel comfortable being pressured to use someone else's card and Lorinder advised I only needed to provide 30 days notice to cancel. We weren't given any contracts to read and things weren't explained well. My friend really wanted this so we both signed up and they scheduled our personal training date. We later found out they scheduled us after the 15 day cancelation period and that I was locked into a year long contract.
***. I went to the gym to cancel and the front desk clerk said absolutely and started the cancelation process.
A week later I get a call saying I'm not allowed to cancel because I signed onto a year contract. I tell her what I was told by their recruiter Lorinder and I start explaining all the hoops I've had to jump through. I'm not even given a proper apology. "I'm sorry but you'll have to pay". And here I am now, reporting this to the Revdex.com
Dear ***,
Re: Case #***
Thank you for your email of April 16, 2018.
Our records show that this member signed up for a membership with us on January 31, 2018. The agreement that was signed by him was for a committed term for 24 biweekly payments, with an obligation date of February 13, 2019.
All of our membership contracts are signed electronically with an electronic signature capture pad. Information contained within the contract is part of a workflow that each member goes through while signing the capture pad.
Under the Business Practices and Consumer Protection Act, all members have 10 days from the date of signing to read over the term of the agreement and try out our facilities. The membership can be cancelled with a full refund within these 10 days, but after the 10 day period the member is responsible for the full term of the contract.
After the minimum term the membership can be terminated by the member with 30 days prior written notice.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
***
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I did sign up for a year long membership after a quick and not thorough tour of the premises. I was pressured into this by Lorinder who kept using my vulnerabilities against me and preaching about value.
This is correct that I signed everything electronically but the actual written contract was not presented to be previous to signing. It was verbally dictated (incorrectly I might add) and then emailed to me after the fact.
We were never told about the 10 days rule that we could cancel early on. This was NEVER mentioned. Instead when our personal trainer called to schedule our session, we scheduled after that 10 days, trapping us.
I was never told it needed to be written notice. During our registation we were advised that we only needed to provide 30 days notice, no method was stated.
***
Dear ***,
Re: Case #***
Thank you for your email of May 11, 2018.
Upon receiving the emailed copy of the membership agreement, it is the member's responsibility to read it over. All policies and agreement terms are within the agreement, including how and when she could cancel.
The ability to terminate a contract within the first 10 days is under the laws of the Business Practices and Consumer Protection Act of BC in which our agreements fall under. As there was no cancellation received within that time this membership is non-cancellable until the end of the committed term.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Signing the contract they tell you that you need to give 30 days notice to leave the gym and you initially pay for the last 30 days up front.
When you actually go to cancel they tell you that it will take 30 days to process the cancellation and then the 30 days after that count.
They charge you for an extra month when you are leaving.
Initial Business Response /(1000, 7, 2018/04/17) */
Dear ***,
Re: Case ***
Thank you for your email of ***.
When a member prepays their last month's dues at the time of signing on a month to month membership, this payment does apply to their 30 days cancellation notice.
Our records show that we have received a cancellation request from this member on *** the last month's dues have been applied to their next 2 payments due on *** and they will have access to our club until *** with no further charges.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Gave cancellation notice at location in person after losing my home and all belongings in roof collapse and subsequent asbestos contamination and moving out of city. Was at location *** filled out what I thought was cancellation form which there is apparently no copy yet they have records I was there that day. Continued to charge a credit card I did not ever use and thus never thought to check if balance was increasing, did not contact me until credit card was no longer active and they did not receive payment. Still trying to charge me and were difficult about trying to cancel and how to contact anyone.
Initial Business Response /(1000, 8, 2018/04/17) */
Dear ***
Re: Case ***
Thank you for your email of ***.
We are sorry to hear of our member's unfortunate circumstances.
We have reviewed his account and do not have record of receiving a previous cancellation request from this member.
We did receive an email from him on *** and have processed his cancellation, unfortunately we are unable to backdate without verification of a previous request.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS