MUV Fitness

My friend and I joined MUV Fitness through a promotion at work. We both paid for a year membership in full. After 3 months I was charged a “membership fee” but my friend was not. The membership fee was something we were not expecting nor did they explain we would be charged. After many failed attempts to contact someone at the gym, and never receiving a call back, I filed a complaint with the BBB. Only after that did I receive a return call. By this time we both decided we didn’t like how we were treated and wanted to cancel our membership. We were told we could cancel at any time, what they don’t tell you, is you don’t get a refund. Because I paid in full, they don’t refund any unused balance. If I would have paid monthly they couldn’t collect the additional money. In effect MUV Fitness cheated me out of $400 dollars. Let this be a warning to all those people who like to pay in full, don’t. I believe their business practices are unethical, hopefully my experience can save someone else money.

We appreciate the feedback regarding the type and level of our musicOur goal is to provide music to our members that is both motivating and at a suitable volumeWe would like to take this opportunity to apologize that this was not accomplished in this situationRegarding the cancellation and account balance, there is no delinquent balance for JuneAll of our accounts are cancellable with a (30) day written noticeAll balances on the account have to be made current prior to cancellationAs of now, your account has been cancelled and no further payments are dueWe wish you luck with your future fitness endeavors

We sincerely apologize for your experience with joining Muv Fitness Our current promotion is reducing our $enrollment fee down to $ There are additional fees associated with joining the club We obviously failed to clarify this process at your time of enrollment Additionally, as our "business days" are Monday through Friday and while we would normally have someone on site during the week to process a three day cancellation (keeping in mind that weekend days are not counted against you), we did not have the managerial staff in the clubs on the Saturday that you processed your cancellationBecause of this, it seems to us that the refund policy was not made clear to when you signed your cancellation form and for that we apologizeAs your agreement and cancellation form state, our policy is to refund the money within daysAt this time, we have refunded your monies in full and will use this unfortunate experience as a tool to improve We wish you the best with your health and fitness goals

After researching Ms [redacted] membership agreement, I found she signed up for a one year membership at Gold's Gym She emailed a request to cancel it at the end of the term Her last bill date was 04/19/with access to the club until 05/19/ I am providing a copy of her original agreement, request to cancel and confirmation from the club for the cancel [redacted]

Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards, [redacted] ***

HelloWe would like to take this opportunity to again apologize for the way this situation was handledWe will use this as a teaching tool to ensure that our managers are handling these situations with professionalism and sensitivityThank you for taking the time discuss this with usPer our phone conversation, a refund check will be issued to you as soon as possibleWe apologize for the mistake and thank you for bringing it to our attention

Hello ***, We would like to apologize for your experience with the personal training teamUnfortunately, staff does come and go and we cannot always keep our members with the same trainerWe understand that this can be frustrating when you are fond of your specific trainer but on occasion these situations cannot be avoidedWe do our best to try to rematch you with another trainer that you are compatible with and try to give you the time it takes to adjust to a new person without being discouragedHowever, we do understand why being in the unlucky situation of losing two trainers in such a short period of time would be dishearteningPlease accept our apologiesWe have processed a refund check to the address we discussedWe wish you the best of luck and hope to see you in the club soon!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Complaint has been resolved to my satisfaction

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Dear Mr ***,Thank you for taking the time to discuss your son's supplement purchase with usWe appreciate you giving us the opportunity to explain why as supplements are food items, we would not accept returns on these items for safety reasonsWe appreciate you allowing us to come to a resolution on your issue and we look forward to seeing you soon!

Complaint: [redacted] I am rejecting this response because: per [redacted] although you may cancel your membership with Gold's Gym it still requires that you take an additional step and also request that the auto renew be stopped to stop [redacted] Financial from taking funds from your accountShe stated to me several times that even if you cancel your membership with Gold's Gym, [redacted] Financial will still charge your account [redacted] stated to me when I was in Gold's Gym Loveland Colorado location on May 7, that I was still going to be charged the membership fee on May 19, [redacted] stated that she was looking in the system and I was still active with [redacted] Financial and scheduled for a paymentI told her several times that this does not make sense and is very unfairWhy would you still be charged after you cancel your membership with Gold's Gym? [redacted] stated that there was nothing that she could do about it and that I will be charged until she receives something in writing that she could submit to [redacted] FinancialI asked her for a pen and paper right then and there and she stated that I would have to go home and send her an emailI then stated that I had already sent her an email on March 28, to cancel the auto renewI had been at Gold's Gym to cancel membership on March 26, [redacted] was very rude and stated over and over that even though I canceled membership I was still going to charged by auto renew with [redacted] FinancialOn May 8, I forwarded the email that I had sent to her on March 28, I called [redacted] after I had sent the email and she stated she would see what she could do about stopping the auto renew and would get to it when she gets to itI called her several times after for a few days and she would not return my phone callShe responded in an email to me one time stating she would contact [redacted] Financial to see if they would cancel the membershipThe response from [redacted] is vague and she acts like nothing is wrong with the way that I have been treated by [redacted] I know that other people have experienced the same issue and have been charged for months after canceling their membershipI do not wish to be one of these people that is stuck in such an unfair situationYou should be able to cancel your membership without the fear of being charged for monthsI would like a guarantee from [redacted] Financial and Gold's Gym that I am actually canceled in BOTH places and will stop being billed as I have fulfilled my year agreementI have yet to receive this confirmation Regards, [redacted]

According to Washington state law you have 3 business days to cancel an agreement with a full refund. We require that all cancellations be done in writing, either in the club or via certified mail, which is why [redacted] instructed you to go into the club to do a cancellation in writing. Unfortunately,... she was off site at the time of your email and didn't realize that you were on your third day, otherwise she would have been more specific. When the cancellation was done 5 days later, the club without any other direction and according to the form you signed, treated your cancellation as a 30 day notice of cancellation and processed it as such, giving you the time to use the club. We apologize for any lack of communication on our part. At this time, we have processed a refund for the full amount of your membership. We wish you luck in your future fitness endeavors.

Hello ***, Thank you for returning our call to get the additional information on your grandson's accountWe would like to apologize for any confusion on your contractWhen you signed for this membership account you purchased a month contract with a reduce upfront cost for fulfilling the agreed upon timeAs you can see in your membership terms if this agreement is cancelled before the month commitment is up, a cancellation fee of $is assessed, unless the member can show that they are moving more than miles away from the facility or have a medical conditionIt does sound as though your grandson meets these criteria so we have processed a cancellation on the account and no further bills will be assessedThank you for your time with us and we wish you the best of health!

Tell us why here...Member completed her original agreement for months and then was on an "open" or "month to month" agreement She could have cancelled this anytime with day notice There is no documentation that she requested her agreement to be cancelled until 01/06/2016, but multiple times our billing company, [redacted] reached out to her by phone, answering machine messages, multiple letters in the mail This was the time period of 10/24/thru 02/16/She did not respond to any of them Then after days our in house customer service manager reached out to her to no avail So, after days of non-payment the delinquent account was referred to a collections agency

Hi [redacted] ! Thank you for your messageWe apologize for any miscommunication in regards to your agreementThe agreement that you signed was allotted for the optional roll over to a month to month at the end of your paid in full timeThis option locks in your membership rate so you are not subject to any new membership rate increases that may occur over timeWe have refunded the amount requested and the account has been cancelled outWe wish you the best of luck on your fitness journey!

Hello Ms. ***, we want to take this opportunity to apologize for any confusion. When you filled out the freeze paperwork for your account, there was no reference to the Personal Training agreement. Your membership was frozen according to the paperwork that was received. At this time we have... returned the $260 back to your card. We hope to see you back in the club soon!

Hi ***,
As you noted this is an annual feeBecause you joined in 2015, you are now into your second year of membership and the the next yearly fee has been assessedAs your agreement states in the club maintenance fee section that you initial off on, "Club Maintenance Fee: Amount
$32.61, to be charged per account and per invoice scheduleThe purpose of the annual Club Maintenance Fee is to maintain the equipment and services provided for the facilitiesThe first draft will occur ninety days from the members join date and reoccur once per year on the same date until the membership is cancelledMember’s Initials_______________"As per our conversation the yearly fee for has been waived for you, however this is an annual fee and will be assessed every year that you are a member on Jan 24thWe appreciate you taking the time to speak to us regarding your concerns and hope we have satisfied your complaint

Thank you again for taking he time to speak with me regarding this issueI want to again apologize for the way your situation was handled and thank you for bringing it to our attentionWe are very glad we could resolve this for you and look for*** to having *** back in the club!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
The amount of time that it took them to reply to this Revdex.com complaint and resolve the issue was very short, and I appreciate it very much
Sincerely,
*** ***