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 no longer wish to attend this gym. ***!
I let the company know, and provided information regarding an exercise and diet research program my doctor had enrolled me in because of pre-diabetes diagnosis which is ran through the Y, the gym said this was not good enough to suspend my membership, which was annoying at best. I then suffered a very bad fall resulting in a severe concussion, a very bad 1.5" cut above my eye and re-injuring a chronic hip and shoulder injury. I provided the gym with a doctors note. They are refusing to release me from my contract. I do not know when I will be fully capable of attending. And with this attitude from them I have absolutely no desire to attend this facility again!
They call almost every day, sometimes twice a day. They are usually very intimidating, very condescending and harassing. This matter has been ongoing since early February and has to stop!***.
My resolution is for them to call it quits! Cancel my membership as of end of January (my fall happened at the end of January). If I owe any monies to that point I will pay, but will not pay them a cent more!
Account_Number:
Dear***,
Re: Case #***: ***
Thank you for your email of March 22, 2018.
Our records show that this member signed up for membership with us on September 23, 2017. At that time she signed an agreement for a committed term of 24 biweekly billings, which was non-cancellable until after the obligation date of October 6, 2018.
Under the Business Practices and Consumer Protection Act of BC there is a clause allowing cancellation of a committed term membership if there is a material change of the consumer. In this circumstance, if our member is unable to use our facilities due to a medical condition, she can terminate her membership by providing our office with a valid Doctor's note.
We did receive a cancellation request from our member on February 12, 2018, however the documents she provided as proof were deemed invalid. The information she provided did not confirm that she was medically unfit to use our facilities, they only confirmed that she was taking part in a voluntary study on pre-diabetes.
According to notes on our member's file, she was notified that we require a Doctor's note via voice mail on February 16, 2018, as well us during a telephone call with our billing department on February 18, 2018. To date we have no record of receiving a valid Doctor's note and all dues are payable until this has been received and accepted by us.
To terminate the membership at this time, we do require a valid Doctor's note to be submitted for review. This can be emailed to us at ***. In the meantime we will place a cancellation date on the membership for the end of the term, effective October 6, 2018.
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.)
I have provided the gym with a doctors note regarding my accident, photos of my eye were submitted on March 22.18. I don't know why the 'head office' has not received it.
I do not agree with them that the first documentation regarding my doctor enrolling me in a UBC research program which includes a monitored diet and exercise program thru the 'Y', for my recent pre-diabetes diagnosis is an invalid reason to not release me from my membership.
From an additional stand-point, their obstinance on this matter does not endear me to their business, never will I be able to endorse them, nor be able to speak highly of them. Customer service and satisfaction is a key point, I would have thought that accommodating requests like mine in a friendly, understanding manner they would be leaving the door open to me returning at some point. Now I am only left with a bad impression of their business which I will speak with friends and acquaintances about and have done so far. Neither my husband, daughter, her friend, and 2 of my husband's employees will renew their membership in support of me - look what they lost! Just think how it would have been received if I could have said how accommodating and understanding the gym was......
I can only conclude from Steve Nash gym's words and actions that their 'position' and money is more important than good customer relations.
***
Dear***,
Re: Case #***: ***
Thank you for your email of March 26, 2018.
Our records show that we received a valid Doctor's note on March 23, 2016 and immediately terminated the membership.
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
***
***
Steve Nash are still harassing me with phone calls and will not speak to me unless I go thru' a list of demeaning 'verification' steps which I will not participate in. My daughter had dropped the doctor's note off at the local gym, they said fine just pay 2 months and the matter will be closed, she did not tell us this for about 2 weeks because of her work schedule (***). My husband went to the gym to pay the 2 months - approx $50 - and he was told the matter is settled, my membership was closed. I just received another phone call from their head office. Please help close this matter, I have no interest in speaking with them directly, only thru 'your' service.
Thank you
I initially received an SMS from Steve Nash fitness to sign up for the exact same amount that I paid for my last membership. I called the richmond location and spoke with kjasonwho set me up. We agreed on the terms and he made me sit with to administrative workers to fill out the paperwork etc. I immediately realized that they were inexperienced and didn't understand the system well. I made sure that they filled everything g out correctly by letting them know about the deal. A couple months down the road I was checking my credit card bill and realized that they were double charging me. I called immediate to talk to Jason. I was told that Jason is now working at the other Richmond location. The lady on the phone gave me the headquarters number to deal with somebody there. I emailed and tried to resolve the issue with HQ but they were not helpful at all and told me to talk to Jason. I attempted calling Jason several times until a few month later I finally got him on the phone. He was aware of the situation and said that he realized that my account was double charged since they accidentally created two accounts. Jason promised me to fix this and reimburse me for it. I was also double charged the maintenance fee. Now it has been another 3 months and I still haven't heard back from anybody from Steve Nash. I am extremely frustrated since everybody is giving me the run around since September 2017. I have been nothing but patient but this has to be resolved as soon as possible. Please let me know what details you will need in regards the amounts and I will be more than happy to provide you with all the figures.
Dear ***,
Re: Case #***: ***
Thank you for your email of March 19, 2018.
Our records show that this member signed up for a membership with us on June 12, 2017, under our "Former Member" promotion which was to be the same rate as his previous membership.
His previous membership dues were $39 plus tax charged on a monthly basis. As we now charge on a biweekly basis, his dues should have been adjusted accordingly, however we can see that he was being charged $39/biweekly in error from June 16, 2017 until September 22, 2017.
On October 5, 2017 a dues credit for the overcharges was applied to his membership account and an adjustment was made to correct his dues amount to $19.50/biweekly plus tax starting effective October 6, 2017.
We received a cancel request for this membership on October 7, 2017 and there has been no further charges.
At this time there is still a credit on his account, in the amount of $143.32, that can be refunded to our member. In order to finalize this refund we will require his full Visa card information, for privacy reasons we can only see the last 4 digits of his account details.
We would like to apologize to our member for the original error on his membership, as well as the fact there seems have been a lack of communication in regards to the correction of this error.
To provide credit card details, or if he would be interested in rejoining, please have him call our Member Services Team at ***.
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.)
Hi, thank you for your response. I do get different numbers. I was charged following charges:
June 29 - $38.90
June 30 - $40.95
July 14 - $40.95
July 28 - 40.95
Aug 11 - $40.95
Aug 25 - $40.95
Sep 1 - $62.99 (why is this amount so high. It was showing much less on the contract for facility maintenance. Please charge accordingly. I assume that this was charged double as well)
Sep 8 - $40.95
Sep 22 - $40.95
This all adds up to $388.54. I should have paid a maximum of $164 + the right maintenance fee (not $62.99).
Please rework your numbers and reimburse me the correct number.
Thank you
***
Find attached
***
(The consumer indicated he/she ACCEPTED the response from the business.)
accept your offer for $141.23 since I want this to be over. I will be contacting HQ to provide them with my information. Thank you.
Signed up for the Gold package several years ago which gave me access to *** Sports Club as well. Went there a few weeks ago after a long time and they told me my access does not include this club. I asked why and they said they upgraded the gym to platinum package and I would have to pay extra. I was never notified about this change nor have they ever decreased my fees after taking a service away from me. Contacted the renewals department and had no luck in restoring my access to *** which I intended to visit more often.
Initial Business Response /(1000, 5, 2018/03/16) */
Dear ***,
Re: Case #***: ***
Thank you for your email of March 15, 2018.
We have reviewed our records and this member signed up for a 1-Club "Silver" membership with us on December 29, 2008. This membership was valid at our *** club only located at ***.
Our member upgraded his membership to our "Gold" level on January 31, 2010. This level allows access to all of our Fitness World (Silver) locations, some of our Sports Club (Gold) locations plus specialty classes. Platinum clubs are not included with this package.
Although our *** location was previously a "Gold" level club, it has recently been upgraded to a "Platinum" facility. All members who didn't already have "Platinum" memberships and wanted to use that club were required to upgrade their memberships at an additional fee, unless they originally joined at the*** location.
This change took effect at *** in May 2017, signs were posted in our club, emails were sent to all members who were actively using that club, and information was posted to our web site.
Our member may cancel the upgrade on his membership at any time, we just require 30 days written notice. This may be emailed to *** as his membership is currently prepaid and processed through our renewal team. Upon cancellation of his upgrade, he will then be back on a 1-Club membership with access to our *** club only.
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, 7, 2018/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason I signed up for the Gold package was to have the ability to attend the *** club. There was no Platinum club at the time, although I did not have access to Vancouver sports club.
If I wanted to remain on 1 club membership then I would have never upgraded so I am not sure why that is even being suggested as a solution. I wish to retain my gold membership and access to *** which was included in my gold membership from 2010-2017 and have the flexibility to go to a gym that is included in the membership I have paid for. I do not plan on going to any specialty classes so you can block that from my *** membership if you wish to return my access.
thank you
Final Consumer Response /(3000, 17, 2018/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My fees previously already included access to *** and if this is taken away, then should fees be decreased? or I can continue paying what I normally pay and you can restore my access?
Final Business Response /(4000, 19, 2018/04/26) */
Dear ***,
Re: Case #***: ***
Thank you for your email of April 18, 2018.
The fees this member currently pays is for a Gold level membership which allows access to all 17 Silver Fitness World locations, 3 Gold Sports Clubs and all specialty classes.
As our *** location is now a Platinum club it is not included in his Gold membership and he would need to upgrade for access. His fees would not be decreased unless he chose to downgrade his membership for less access.
Again, we would be happy to review his account for a preferred upgrade package option, please have our member contact our Services Team at ***.
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
Hi , I came from India 4 months ago as a Permanent resident and I was looking to join a fitness centre . My friend recommended me to join Steve Nash club in burnaby . I went there and told them I want to join Steve Nash , after telling me everything they told me it's done and they just need my signature on an admission form . As I thought it's just an admission form I gave my signature there and came back . Later on I discovered I didn't had time for going to gym . When I went back to cancel my membership , the guy took my money , that is , 45$ and told me it's all over . Now I am getting calls from stavenash head office daily and they are telling me that my rejection has been cancelled as I was signed into a 1 year contract with Steve Nash . When I joined , I wasn't even made aware that it was a contract and the guy didn't even ask me if I am ready for the contract or not , I thought it's just an admission form so I signed without reading it . Nor did they gave me any copy of my contract papers . Now I called head office and told them that it's ok it's my mistake that I didn't read my admission form and signed but why the guy took my 45$ and told me that it's all over , why didn't he told me that I cannot cancel as it's a contract . Moreover stevenash is forcing me to not to break the contract . When I said I want to break the contract they said I cannot do that . I can do that only in 2 circumstances :
1. I live more than 30kms away from the Steve Nash location
2. My doctor tells me that I cannot do gym .
Why are the stevenash torturing me ,? 1st of all they didn't told me about any contract , secondly they didn't give me any copy of contract papers , thirdly why can't I break my contract ? How can they force me to come to stevenash when I am not comfortable ? Now they are saying I have to pay my money till November 2018 otherwise they will send my money to collection í¸"í¸"í¸". Please help me
Initial Business Response /(1000, 5, 2018/02/15) */
Dear ***,
Re: Case ***
Thank you for your email of February 7, 2018.
This member signed up for a committed term membership with us on October 31, 2017. 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.
The commitment on this membership was for 27 biweekly payments in the amount of $18.99 plus tax, with an obligation date of November 13, 2018, plus an annual fee in the amount of $59.99 plus tax.
Our records show that we received a request for cancellation due to a medical reason, along with a valid Doctor's note, on February 12, 2018 and terminated his membership immediately.
At this time his account is overdue, for payments that were due prior to his cancellation, in the amount of $142.75. To make a payment, he can:
1) Call into our billing department at XXX-XXX-XXXX and pay with your credit card
2) Pay online at: https://app.snclubs.com/account/payment with your credit card
3) Head into any one of our locations and pay at the front desk
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 have had a back injury 4 years ago and couldn't use their services but I was still paying my monthly fees. Only 2 years ago I requested to suspend my membership due to my injury. They asked for a medical report which I have been providing every 6 months. This time my doctor was away and I couldn't get him to provide me the report to keep my suspension going. Steve Nash charged my account for $30+ and when I contacted them for a refund as I won't be using their services. They refused and offered future credit to my account. I informed them that this won't be realistic as I may not be fit to go back any time soon. Renee and Conni refused to assist and claimed that the $30 is for "maintenance" for a gym that I haven't laid a foot in for more than 4 years. I have now cancelled my subscription for good.
Initial Business Response /(1000, 5, 2018/01/03) */
Dear ***
Re: Case ***
Thank you for your email of December 19, 2017.
As per the terms of this member's membership agreement, it states that Fitness World has a "No Freeze Policy". However under certain circumstances we may temporarily or permanently discontinue, in part or in full, the monthly payments. Completion and submission of appropriate documentation is required. We do not backdate freezes.
Our current freeze policy is that we can provide a maximum freeze of 6 months at no charge, for medical reasons only. Our records show that we have allowed our member to extend her freeze several times to date.
According to notes on our member's account, we clarified our freeze policies in detail with her in April 2016 when her freeze had ended and she was charged for a monthly payment. At that time it was explained that we do not backdate freezes and it is up to her to notify us if she needs to continue with her freeze going forward.
We feel that we informed our member of the proper procedures and policies to the best of our ability and that a refund would not be warranted. We did however offer to apply a dues credit to her account for future billings should she be able to use the club again in the future, which was also provided to her in 2016.
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, 7, 2018/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Steve Nash's reply is totally unacceptable. I'm not sure why it is hard for them to understand that my doctor was away and I wasn't able to obtain my note. I informed them that upon his arrival I will provide them with the note. I was a loyal member who was hoping to go back to their gym after my therapy. I do not feel I have to pay for a service that I am not receiving. Also, the arrogant and unsympathetic manner in which they treat their members is unacceptable. I was appalled by the way Renee and Conni told me that it was enough that they "allowed" me to extend my freeze, as if it wasn't my right with my back injury. ***
Final Business Response /(4000, 9, 2018/01/10) */
Dear ***
Re: Case ***
Thank you for your email of January 5, 2018.
We are sorry that our service levels have let our member down. It is our foremost objective to provide performance that will be a source of pride for both our members and employees, by achieving a high and consistent standard of service.
Please note that the dues on a membership must be paid each and every month, regardless of use of the facilities. Again, we do sometimes allow a freeze at no charge for medical reasons only, upon submission of appropriate verification. It is the member's responsibility to submit these documents to us and they are responsible for all payments until they have been received and approved.
To confirm, the membership has now been cancelled as per our member's request, and there will be 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
Final Consumer Response /(4200, 11, 2018/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not expect to receive this automated like response back from Steve Nash Fitness Clubs. I'm really disappointed in them.
I absolutely find Steve Nash business practice to be inconsistent with others in their field. A lack of transparency and honesty is totally missing from their attributes.
My spouse and I joined and of course no fault of the company we couldn't find the time to go to the gym. We indicated that we would eventually be relocating out of the geographical radius that would allow for automatic cancellation and was told we needed to submit proof of relocation. Well like any other move, we got busy in the process.
We had telephone calls with representatives and was told of the requirements needed for cancellation.
The thing I find worrying is that, we haven't used their facility or services for over six months and they have no flexibility for understanding our position. Anyway, we have decided to finally write a letter, as is instructed, but we were told that in the interim (30 days) we will be billed.
This I find really appalling. I trust others do their research before joining because their policy is more like a straight jacket than any other.
I must caveat to say the personal trainer we had was very professional and well trained in his craft--the business practice however needs total revamping.
The business is charging me an "ANNUAL ENHANCEMENT FEE" even though I cancelled my membership after two months due to an injury.
Initial Business Response /(1000, 5, 2017/12/18) */
Dear ***,
Re: Case ***
Thank you for your email of December 8, 2017.
We have been in contact with our member directly to discuss her concerns.
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, 7, 2017/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I was in contact with Connie on behalf of Steve Nash, there was no resolution regarding the issue of the annual enhancement fee. The company was unwilling to compromise in any way or pro-rate the annual fee following the cancellation of membership 2 months into it.
Final Business Response /(4000, 13, 2018/01/17) */
Dear ***,
Re: Case ***
Thank you for your email of January 8, 2018.
We are sorry to hear that our former member is not interested in joining our club again. We would be willing to offer this same credit to a friend of family member of their choice.
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, 15, 2018/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate the offer, after a week of asking friends and family (who also asked around), it would appear that we do not know anyone who is a member of the gym. As Steve Nash has not had any problems taking money from my bank account in the past, it would seem that refunding it shouldn't be too difficult either. As previously mentioned, Brendon and I are happy to take a pro-rated refund.
My fiancé and I went into the Park Royal branch and got a tour of the brand new vicinity back in August. We originally wanted to sign up for a pre-pay plan where you pay for the whole gym membership for x amount of months up front. It makes it cheaper in the long run. They had told us the promo of waiving the enrolment fee ($200') was ending that day and we had to sign up for a bi-weekly payment of $40. C explained to us that they are currently trying to create pre-pay plans one would be $1400 for 22 months which is $63 a month and it would include x amount of personal training sessions. Then after the 22 months the rate would lower to about $40 a month. She also cautioned us and said that since it was a new branch they were not sure when they would unveil the plans but they were hoping by September. We got the seal of approval from the GM Darya G as well. We signed up under the understanding that we were guaranteed the switch over and reassured that when the pre-pay plans were available we could switch over, which they refused to add to the contract. We thought that at most we would be paying for the $80 monthly plan for a maximum of two months..
Over the past few months we kept checking in with C and she kept saying keep checking in, it might be unveiled in the grand opening.. keep checking back.. for a total of 6 times. Finally today my fiancé decided to ask someone else and the person told us that their club will not be offering ANY pre-pay plans.
We are currently very upset that this branch was leading us on for this long. They did not adhere to their oral contract and after they decided that there was no pre-pay plans available at this branch, C continued to lead us on with false pretences that the pre-pay plan was coming & to "keep checking in."
We are currently locked into contract until August 4, 2018 under false pretences due to false advertising, information and promises. We are trying to have a life long commitment to health and have chosen their club but not like this
Final Consumer Response /(2000, 12, 2017/12/15) */
To whom it may concern,
This has been successfully resolved and we would like to thank Steve Nash Fitness centre in a professional manner to where we were completely satisfied.
Thank you!
Steve Nash Clubs overcharges and continues to keep my credit card information on file despite revoking authorization of use and is unwilling to accept that I have moved out of province and therefore am entitled to cancel my membership
I did the two-week free trial at Steve Nash. I really enjoyed it, but did not end up getting a membership because of the price. I instead got a memebership at Club 16. Nearly one month after my free trial at Steve Nash, they called to see how I enjoyed it and if I had received my free personal training session. I told them I didn't because no one had told me of it. So I wanted to redeem it and set up an appointment. I loved my trainer and was highly interested in doing personal training. I was only in Vancouver for another 8 weeks, before I had to go back to Missouri for university. Unfortunately, to do personal training at Steve Nash, you have to have a full membership. They have an enrollement fee of nearly $100 and then bi-weekly payments. On top of that I had to pay for personal training sessions. I asked specifically and multiple times if I could just get a monthly pass and then cancel it at the end of the summer, when I returned to school. The General Manager of the Marine Drive location promised me I could. Their cancellation period is 30 days, so he said once I booked my flight to bring in proof. At the end of July I had my flight booked and e-mailed him. I provided him with proof of my flight as well as my housing at university. I never heard back from him again, dispute me e-mailing him multiple times. In September and October of this year I was still getting charges on my credit card. I called and left a message for him, but he never returned my call. Frustrated, I called back the following week and a lady told me to forward her the e-mails. She answered me the following day saying that that was not sufficient proof of me moving and they could cancel my membership now, but I would still owe them $200 for the past two months, even though I did not go. I loved my personal trainer, but this whole canceling my membership has been a terrible experience and I am highly unimpressed.
Initial Business Response /(1000, 9, 2017/11/16) */
Dear ***,
Re: Case ***
Thank you for your email of October 20, 2017, sorry for the lengthy delay in our response.
This issue has been resolved directly with our member.
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, 11, 2017/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I've been attempting to cancel my Steve Nash membership but they have harder than it supposed to be. When I signed up I did so because I was told I can cancel anytime by the Manager I am guessing he was trying to meet sales target. One such incident where I was concerned is when I filed for membership freeze and paid it. I had this done with the manager and later close the date I found out it was not processed. Lucky someone at the front desk helped me and I was able to get it done without paying again. I was not even provided with a terms of membership or any such thing only invoice I could only take the managers word for it. If the manager that signed me up was still there I could have solved this but since then he has been fired from what I have been told.
Over the last month I have been trying to cancel my membership with another manager and they have made it impossible to do so and difficult to communicate with. Very strict and specific criteria to cancel membership and has been rejecting my request and has not replied to my previous email.
Initial Business Response /(1000, 5, 2017/10/12) */
Dear ***,
Re: Case ***
Thank you for your email of October 10, 2017.
Our records show that this member purchased a committed term membership with us on February 27, 2017. The membership was prepaid and originally had an obligation date of February 27, 2018, but this was extended to April 29, 2018 because of the 2 month freeze he placed on his account. As per the terms of the agreement, there are no cancellation or refunds after the initial 10 days.
Under the Business Practices and Consumer Protection Act of BC there is a clause allowing cancellation within the term - provided there's a relocation further than 30km away from any Steve Nash Fitness World location. Valid proof is required for cancellation under these circumstances.
We did receive a cancellation request from this member dated September 14, 2017, however the proof he had provided was deemed invalid. Flight itineraries are not accepted as proof as they do not confirm that a member will be gone for at least the duration of their term.
Our staff did reach out to this member to provide alternative options for proof in order to terminate their membership and receive a prorated refund, to date nothing more has been received.
In lieu of any confusion or misunderstandings, if our member can provide valid proof of his relocation by October 31, 2017, we are willing to backdate the cancellation and prorated refund to his original cancel date of September 14, 2017.
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, 7, 2017/10/20) */
Hello ***,
Thank you for your time. I do not agree with the response as in order to get me to sign up the manager deceived me to meet his target. I had signed after multiple calls from his sales rep. After signing me up they did not provide me with a copy of the contract and the terms or even emailed it to me. Even when signing it I was not allowed to read it. If I knew it was not cancellable I would have cancelled it within the 10 days period that I didn't even know was a policy because they failed to mention it and even searching on their website there is no mention of terms and conditions, which made believe the manager. I have proof of previous misconduct by the manager where he had deceived me. This is regarding placing hold on my account when I signed up. I ended up having to re apply for account hold at another branch. This is not the first misleading claim by that manager that I have uncovered.
Thanks
CONSTANT HARASSMENT
Initial Business Response /(1000, 5, 2017/10/03) */
Dear ***,
Re: Case #***: ***
Thank you for your email of October 3, 2017.
We have reached out to our member directly to follow up with his concerns.
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, 7, 2017/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SNFW has offered a 6 month credit on my membership monthly dues to compensate me for the harassment and mismanagement of my account. This is equivalent to about $125. I have spent countless hours in dealing with all of the issues with SNFW. My hourly consulting rate is $250. I had initially asked for $1,000 in compensation. $125.00 is not acceptable. I have counter offered at $500"in kind" BE or NB and there is no response. The 6 month offer was never put in writing. If this is not settled soon, I will escalate this. ***
Final Consumer Response /(2000, 10, 2017/10/17) */
The complaint has been resolved to my satisfaction as a 9 month credit to my account equal to approximately $200 of value and certain steps to ensure no further harassment occurs by email or at the front desk. This resolution and my acceptance of same is subject to the Member Services Manager emailing me a pdf written "credit" and "statement of account" reflecting this on or before October 18, 2017 and that no further harassment will occur. Hopefully SNFW has learned a lesson here and they will be more member friendly and less combative, Thank you for your assistance in resolving this matter. Best regards. ***, MBA
I have been trying to cancel my membership for health reasons and they have been declining to without a doctors note. I never received a doctors note and they use refuse to cancel. Additionally, I mentioned that I never received a copy of the contract and that their terms state I should be allowed to cancel under those terms as well.
Initial Business Response /(1000, 5, 2017/10/02) */
Dear ***,
Re: Case ***
Thank you for your email of October 2, 2017.
Our records show that this member signed up for a membership with us on July 31, 2017. At this time the agreement he signed was for a committed term with an obligation date of August 13, 2018. The membership is non-cancellable for the duration of the term.
When signing the agreement, he has signed acknowledging that he has received a copy of the agreement, carefully read and understands the contents of the Agreement (front and back) and he agrees to perform or cause to be performed his obligations under the agreement.
The Business Practices and Consumer Protection Act may permit a member to cancel their membership if a material change occurs in their personal circumstances, or if there is a material change to the services that we provide. For this purpose, a "material change" includes suffering a physical, medical or mental disability, substantiated in writing by a medical practitioner, or nurse practitioner, that results in continued participation of our services or facilities being unreasonable due to likely risk to the member's health.
To date our office has not received a request for cancellation from this member, or Doctor's verification of a medical reason. Once valid documents have been received, we would be happy to process a cancellation of his membership with us.
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, 7, 2017/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I signed some electronic pad that didn't tell me what I was actually signing for, I was just told "sign here it doesnt matter". I am both suffering from a mental illness requiring a referral to a professional practicioner & financial hardship due to this referral. I have a doctors note saying I need to see a psychologist but they did not specifically write "Dont go to the gym."
Final Business Response /(4000, 16, 2017/12/18) */
Dear ***,
Re: Case ***
Thank you for your email of November 28, 2017.
This membership is currently in a committed term and non-cancellable until August 13, 2018, unless our member can provide a valid Doctor's note to confirm he is medically unfit to use our facilities.
Once the term has been completed, the member may terminate the membership 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
Final Consumer Response /(4200, 18, 2017/12/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You keep re-hashing the same message over and over again and continue to ignore the completely valid points I'm making. Come back with a proper solution.
I have canceled subscription in march 2015 but I lost my copy also my contract ask for copy from them they have refused gave me a unsigned contract and copy of last date used march 07 2015 I asked for a signed copy of contract no answer. They have been taking payments from my account ever since.I have since cancelled it.
Initial Business Response /(1000, 5, 2017/09/20) */
Dear ***,
Re: Case ***
Thank you for your email of September 11, 2017.
As with all of our month to month memberships, we require thirty days prior written notice for cancellation. We have no record of receiving a request from this member until an email received on September 11, 2017, at which time we terminated his membership and waived the required thirty days.
If our member can provide verification of his previous request, we would be more than happy to review his request for a refund.
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, 12, 2017/10/10) */
Dear ***
I was not aware of 14 day dead line . I am not satisfied with the outcome.
I believe that proof of cancellation would be the fact I never used the membership
since march X XXXX.
I ***'t understand that if they lost the cancellation that I am not making up!
I feel like I am being called a liar by this company. Why are the customers
made responsible for there employees mistakes.
When I know I canceled the contract.
Final Business Response /(4000, 14, 2017/10/12) */
Dear ***,
Re: Case ***
Thank you for your email of October 11, 2017.
We are sorry for any frustrations to date, however regardless of use we are unable to backdate a cancellation without verification of a previous request. Again, we have no record of a cancellation from this member prior to September 11, 2017.
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, 16, 2017/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept there fission because I have not used this membership since March 07 2015 because I canceled the membership . I would think this would of been proff enough!
I cancelled my membership 4 years ago at Steve Nash on Broadway. I talked to a couple of people there but of course now I can't remember their name. Thinking that I could trust these people to execute a very simple task of cancelling a membership I did not keep any records for cancelling it.
I didn't notice until this year, because until recently they didn't say Steve Nash on their billing, that I had been charged monthly for the last 4 years.
Of course I contacted them right away only to be met with immediate attitude from someone at head office. I sent two unanswered emails to their credit department and when I called back to follow up they said they didn't get them even though I got 2 automatic reply confirmation emails to let me know they received it.
Long long story short, they insist that because I cannot prove I cancelled it they *** stated that they do not have to refund my money.
Okay, let's start with the fact that they entered my information incorrectly and called me 5 times after I cancelled my membership to talk to me about it until I told them to leave it cancelled and leave me alone. *** The woman from Head Office told me that 'they have a process to cancel things right away' suggesting that their staff is apparently incapable of ever committing an error.
You can tell by my membership attendance that I have not stepped foot in any Steve Nash gym for 4 years, which was mentioned on every single call I had to make, to which there was no response.
It is illogical, unprofessional, and immoral to be able to continuously get away with this type of issue. *** I have lost over $1200 because of this and it should be returned.
It has nothing to do with blame, it has everything to do with principal and professionalism. Their willing to actually provide customer service even when they don't feel like it.
Initial Business Response /(1000, 5, 2017/09/20) */
Dear ***,
Re: Case ***
Thank you for your email of September 11, 2017.
As with all of our month to month memberships, we require thirty days prior written notice for cancellation. We have no record of receiving a request from this member until an email received on August 10, 2017, at which time we terminated her membership, waived the required thirty days and waived the 1 month of overdue on the account.
If our member can provide verification of her previous request, we would be more than happy to review her request for a refund.
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, 7, 2017/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Amazing how many people have raised concerns about the same thing and yet you take zero responsibility. Good work :)
Final Business Response /(4000, 9, 2017/10/02) */
Dear ***,
Re: Case ***
Thank you for your email of September 28, 2017.
Again, as per our membership agreements a member may cancel, after their minimum term, by providing us with 30 days prior written notice. Notice of cancellation must be by a method that will allow the member to prove that they gave notice, including mail, fax, email, or personal delivery.
When cancelling in our clubs, members are asked to sign a cancel request form that indicates that they have received a copy of the form. We can only backdate a cancellation with proof of a previous request.
We would be happy to connect with our former member directly via telephone for further clarification, our Member Experience Team can be reached Monday to Friday 8:30am until 5:30pm, at (XXX) XXX-XXXX.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS