Motion Fitness

Hello,My Name is [redacted] , Member Services Office Manager for Motion Fitness.Attached you will find record of the Freeze put on ***'s membership in August 2015, this freeze ended May We have no signed cancellation for for any period within the time that she was frozen as the member references, if a cancellation form is filled out and signed, our system is electronic and she would have received a copy of this cancellation she references, in order to honor it, she would need to submit it to us for review.At the time when ***'s membership freeze ended, payments resumed On June 13, We received updated MasterCard information for ***'s account from MasterCard directly, which was updated on her account the same day, Ive attached a record of this from our systemPayments then continued until a cancellation form was signed and submitted on Sept 14th, (a copy is attached) Her cancellation was processed by the manager, and it was communicated to administration that her final payment would be waived As per the cancellation policy of days' written notice, her two final payments were to be Sept 21st and Oct 5th Oct 5th was waived as her final payment making Sept 21st the final membership payment we received.I have also included for you all email correspondences from our member services representative, where all information was relayed to the member It is my opinion in review that [redacted] was given all the necessary information she required, and no information was withheld or was misleading to her.Lastly to remark on ***'s comment: "the company was doing suspicious activity and fired all employees without notice The company was shut down for a handful of days before re-opening with all new staff and management." This is a completely statement [redacted] is entitled to her opinions, but at no time were all staff let go, or did we change management during the period she references, nor have we ever closed the business' doors for any length of time Should further evidence be required of such please contact me.Should you have any questions, comments, or need for further clarifications please let me know Thank you

Hello,My Name is [redacted], Member Services Office Manager for Motion Fitness.Attached you will find record of the Freeze put on [redacted]'s membership in August 2015, this freeze ended May 2016.  We have no signed cancellation for for any period within the time that she was frozen as the member...

references, if a cancellation form is filled out and signed, our system is electronic and she would have received a copy of this cancellation she references, in order to honor it, she would need to submit it to us for review.At the time when [redacted]'s membership freeze ended, payments resumed.  On June 13, 2016 We received updated MasterCard information for [redacted]'s account from MasterCard directly, which was updated on her account the same day, Ive attached a record of this from our system. Payments then continued until a cancellation form was signed and submitted on Sept 14th, 2016 (a copy is attached).  Her cancellation was processed by the manager, and it was communicated to administration that her final payment would be waived.  As per the cancellation policy of 30 days' written notice, her two final payments were to be Sept 21st and Oct 5th 2016.  Oct 5th was waived as her final payment making Sept 21st the final membership payment we received.I have also included for you all email correspondences from our member services representative, where all information was relayed to the member.  It is my opinion in review that [redacted] was given all the necessary information she required, and no information was withheld or was misleading to her.Lastly to remark on [redacted]'s comment: "the company was doing suspicious activity and fired all employees without notice.  The company was shut down for a handful of days before re-opening with all new staff and management."  This is a completely false statement.  [redacted] is entitled to her opinions, but at no time were all staff let go, or did we change management during the period she references, nor have we ever closed the business' doors for any length of time.  Should further evidence be required of such please contact me.Should you have any questions, comments, or need for further clarifications please let me know.  Thank you.

Signed a cancellation notice to terminate gym membership (Oct. 2014) and have found they continued to take auto payments out of my account.Gym membership Cancelled Oct. 20, 2014. Motion Fitness continued to take our $26.46 (twice a month) from that time on till July 2015. Payments were not taken out. Then in January 2016 they have re-started taking out twice a month payments. I have NOT been to the gym since Oct. 2014.Payments total over $600.00Desired SettlementReturn all payments taken from my account from October, 2014.Business Response [redacted] signed a cancellation form on October 12th 2014 which clearly states to ONLY cancel her personal training NOT the membership which was what we did as per her request. From October 2014 to July 2015, she never mentioned anything.On July 2nd 2015, she signed a freeze form. On the very same day, she also signed a cancellation form but the freeze form trumps the cancellation as it mentions on it to disregard the cancellation but to freeze her at no charge with the manager's approval from July to December 2015. This is what we did. Regular dues started in January 2016.We have processed everything that was signed and agreed to by [redacted] so we do not believe that we owe her anything. [redacted]

I purchased a punch pass for drop min classes at Motion Fitness Lloydminster. They canceled their classes of Jan. 31, 2016, and will not refund me.Original Location: Motion Fitness LloydminsterHead Office: Motion Fitness Nelson Road, Saskatoon, SKPurchased Oct. 2015-Drop-In Fitness Punch PassLast day of services offered was Jan. 31, 2016I was not notified of services being cancelled. I went to a class and the instructor said it was the last one. January 31, 2016, after class I asked and they said to come back during the week.February 4, 2016, I went in and was told to come back when a manager was in. Feb. 9, I went back in and was given the number of head office in Saskatoon. Nelson Rd location. They said they did not handle customer issues at this location.February 10, 2016, I called their head office, and they told me they do not offer refunds anymore, and I could try another location (Closest location is 3 hours away), or give away my pass.I asked for a manager, and received a very nice lady named [redacted]. She said she would look into it, but then just replied with the same answer back by email. She added that maybe they might bring back the services someday. They also said I could just give my pass away to someone in another city who could use the services they no longer offer here. [redacted]. My punch pass is no longer useful as they canceled the services I purchased it for. Desired SettlementI would like my punch pass refunded for what is remaining on it. Business Response In response to this complaint, Motion Fitness would like to inform the complainant that none of our punch passes claim that they are for the use only of classes. A punch pass is sold and can be used to access the facility i.e. the cardio equipment, change rooms and any additional services. I would also like to add that the punch pass can be used by multiple people (1 pass per person's use). The sale of punch passes are non-refundable irrespective of usage. In this member's case, the punch pass was purchased in November 2015 but the member never used it so it goes to show that the services being cancelled (classes) were never used to begin with. Why should a refund be processed if a service that was cancelled was never used by the member? The gym facility is still standing and all the equipment is available; the member has the freedom to use it or to sell the pass to somoene who may want to use it.That is what Motion Fitness would like to offer in their defense. [redacted]

I sent proof of my change of address and cancellation letter in September and now I'm dealing with collections due to them 'not receiving' my letter. In December 2014 I cancelled my husband gym membership with motion fitness by sending a letter with proof of change of address and an explanation via [redacted] and never heard from them again. On August 31st 2015 I sent a letter with my proof of my change of address and explanation the exact same way as I did almost a year prior and I didn't hear anything. Until the collection agency called me wanting to collect the amount of $992.00. This was a shock to me as I had done everything I did for my husband as I did for myself. They said I needed to fill out there cancellation form which there is no note of that anywhere on their cancellation policy. They then said that they had sent multiple emails none of which I received. I asked to see proof of these emails just as they asked proof of me sending the letter. They sent me an email list that they had d[redacted] Desired Settlement[redacted]. I'd also like them to adjust my collection [redacted] Business Response [redacted]As explained to [redacted] who has an open claim with us for [redacted], and as I explained to [redacted] via email, we did not receive the cancellation she said she submitted via [redacted] I have no record of any cancellation on file. In regards to her request to cancel, I have an email from 8/29/15 where she said she wouldn't be returning to the gym. I responded to this email on 8/31/16 letting her know that she was outside of her customer satisfaction guarantee and if she had issue to talk to the manager as I was unable to cancel her membership. I did not receive a response to that email.In the following weeks, her payments continued to default and as standard protocol she was sent an automated email from our system and automated call based on the contact information on file that her payments had defaulted and to contact us to resolve the matter. We have no record that she ever contacted us to discuss the issue.Because her balance has exceeded $250, she became at risk for going to collections, and an email, letter, and phone call were all generated to her to notify her of such and to contact us to resolve the matter, again we did not receive a response from [redacted].It was then in July that her account with us was sent to [redacted] as the balance was still unpaid.It was on 7/28/16 that [redacted] contacted me that [redacted] was disputing the balance owed and that she had cancelled. I explained to [redacted] that we had no record of a cancellation being mailed to us and no record of a discussion about a cancellation. That without proof that she'd sent a cancellation, the balance was due. I also made [redacted] aware that we'd tried to contact her, sharing her contact info with them and that we had not received a response from her.I then received an email from [redacted] requesting time stamped proof we'd contacted her via email. I provided copies of our system generated email reports to [redacted] for each of the times we contacted [redacted]. [redacted]In my response email, I explained the error and asked for [redacted] cooperation in the matter.[redacted] then continued to email me regarding her cancellation and that I had no proof that we didn't receive the cancellation. However, as I continually have stated, we have no record that a cancellation was ever received or submitted, further I explained that her testimonial of having sent a cancellation wasn't enough to go back and adjust her account, that we needed a paper trail to definitively provide proof of her attempt to cancel. That is why it is our policy to have members sign our cancellation form, it eliminates these problems. Had [redacted] come into the gym to cancel she would have been provided this form and had she called or emailed us her request to cancel because she had moved she again would have been provided this form to fill out and return to us. These measures ensure that we have paper trails to reference in the event something is missed.Since [redacted] states that she simply sent us a cancellation with an [redacted] letter showing she'd changed her address, and since these things are not found to be ever received, and in conjunction with the fact she did not respond to our attempts to contact her regarding issues with her account, lead us to believe that she did not do her due diligence in ensuring her cancellation was received and processed, nor that her account was cleared up and put back into good standing.As I have told [redacted] unless [redacted] can provide proof that mail was sent (re through registered mail), I am unable to support her claim and the balance remains as due.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted]