MUV Fitness

[A default letter is provided here which indicates your acceptance of the business' responseIf you wish, you may update it before sending it.]
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.
Regards,
*** ***

Hello ***, We want to again extend our apologies for any confusion this situation may have caused youAs stated in your membership agreement all cancellations are required in writing specifically for instances such as thisWe ask that cancellations be done in the club with management on our two
part copy paperwork or be sent in through the mail via certified letterThis allows both parties to retain a copy of the proof of cancellation in the event that the cancellation doesn't processed correctlyAs we explained to you, we have no records for *** cancellation in our filesAs you were unable to provide us with a copy of the cancellation as well we are unable to process a refund on the account per the terms you signedWe would be happy to come to an arrangement with some complimentary services to compensate for any time you feel that you have lostBoth your and *** accounts are cancelled as of the cancellation form that you filled on 5/No further payments are due on either account

Hi ***, as you noted in
your complaint the agreement states "cancellation will be effective thirty (30) days
from the next bill date on any membership agreement, which will
include one
more Electronic Funds Transfer dues debit within my thirty (30) day notice."
This day notice requirement is the reason you had a final payment when you
sent in your cancellation letterAs you noted, when you signed up you paid
your first and last months duesAs the name implies, the last months dues are
applied to your following month's payment after the cancellation notice is received,
giving you additional access to the facilitiesWe do encourage our members to
process cancellations in the facilities so that a manager
can review this policy with you when you cancelWe understand that this
isn't always possible with life's busy scheduleWe apologize for any confusion
that you may have experienced with this policy but as you can see, there is a
final payment included for allowance of billing time when you submit your
cancellation request

thank you for the quick reply.I was contacted by JB from their corporate office and the matter was settled very amicably and professionallyAnd I am very satisfied with the result

Hello againWhile we do sympathize with your situation, Muv Fitness has gone out of it's way to help with your circumstances as much as possibleWe refunded all charges associated with the fees you accrued despite the fact the charges in question were authorized charges that you signed forWe verified with your banker that all fees associated with Muv Fitness had been returned to youAdditionally, you received a dues credit to your account for $as a customer serviceUnfortunately, we cannot take responsibility for fees that are not associated with our transactions

Hi ***, Thank you for taking the time to get in touch with us to get this resolved for youI apologize for any inconvenience this caused youWe process our cancellations Monday through Friday from 8am to 7pmThis is to ensure that all questions, comments, or potential account issues can be
addressed at that time by our management teamWe have your account cancelled according to the agreement that we came to with you on April 11thThank you again for your timeWe wish you the best of luck in your future fitness endeavors

Hello ***, We apologize for any miscommunication that you received in your communication with our club representativesUntil the cancellation is submitted dues continue to accrue as the system cannot make any account changes without your written authorizationAll memberships must be
cancelled in writing so that both parties retain proof of the cancellationAll accounts must be current and fulfill their terms before the cancellation can process outWe understand that whoever you spoke to in your first conversation was not clear that you needed to submit a cancellation so as per your request we are cancelling the account and waiving the balanceThank you for your time

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

Hi ***, We would like to apologize for an inconvenience you may have experienced during your cancellation processIn order to make any changes to your membership account we do require it to be in writingThis ensures that there is no miscommunication and that you have proof of the change
Unfortunately, we had no record of a written cancellation up until this point which is why your membership dues continued to accrueThis is why, though we will happily accept a letter, we always recommend that you send correspondence via certified mailThis allows you to keep proof that your letter was both mailed and received. We want to thank you for taking the time to speak with us so that we could get this issue resolved for youAt this time your account is cancelled with no further payments owingWe wish you the best of luck in all of your future fitness endeavors!

I
want to express our heartfelt apologies that you had this kind of experience in
our clubs. While we hate to hear that one of our members had such an...

experience
in our clubs, I do want to thank you for bringing this situation to our
attention. We will use this as an opportunity to take a hard look at
our current customer service program and work to prevent
this situation from taking place again. A refund check has been mailed to the address
you requested. Thank you for your time.

We met with Mr. [redacted] today to review the agreements that he and his wife signed up for on 2/16/15. Mr. and Mrs. [redacted] were signed up on a Groupon membership special that they qualified for, which has a rate of $0 waived enrollment, and $29 monthly dues. This special is actually a better rate...

than our normal new member special which at that time has a waived enrollment and monthly dues of $39 per month.  We sincerely regret that this comparison was not made clear to them upon sign up, resulting in slighted feelings and confusion. Because our records indicate that they signed up on the 16th of the month, the 16th is the default billing date set forth by the agreement unless something else is specifically requested. Because of this, the agreements did bill on the 16th of the month, rather than the 13th that the [redacted]'s had thought they signed up on. This has been rectified to their satisfaction going forward to be billed on the 13th of the month.  We offered to go through the agreements with them again, but they said that after reading them they understand all of the points that were unclear to them before. They are content to move forward with their program with their new billing date.We have additionally credited them $189.12 towards their membership dues to rectify the bank charges they incurred because of this misunderstanding.  They are excited to be using their personal training sessions themselves starting this following Monday to get back onto their program. We look forward to having them back in the club and wish them the best of luck on their training and health program!

Hi [redacted], 
Thank you again for taking the time to speak to us. We appreciate the feedback and will use this as a tool to improve in the future. As discussed, we have the refund in process for you and the account has been cancelled out immediately. We wish you the best on your fitness...

journey!

Hi [redacted]. As per your conversation with our club coordinator we have received your letter of cancellation. Thank you for mailing that in. As noted on your membership agreement, a thirty day notice of cancellation with one final payment is required for cancellation. The reasoning for this is that...

anytime money is processing through automatic payment, it requires some advanced notice in order to stop the funds transfer. As you had called just 4 days before your next payment, 3 of them being a holiday weekend, it's very difficult to stop these payments from processing. We have made an attempt to stop the payment, if that is unsuccessful, the final dues payment will be refunded back to you. As for the Personal Training sessions that you purchased in November of 2015, I'm afraid those training sessions expired in January of this year. According to our records you spoke to the Fitness Director back in November and to address your concerns he changed you over to a female trainer to start working with. It doesn't appear that the sessions were continued on with her at that time as she was unable to reach you to be scheduled. Unfortunately, as your PT agreement states all sessions must be completed on or before the agreement expires. As no further attempts to contact management were made until just a few hours before this complaint was filed, and these sessions expired 6 months ago these are no remaining sessions to be refunded.

We sincerely apologize for your experience with joining Muv Fitness.  Our current promotion is reducing our $99 enrollment fee down to $1.  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 normal managerial staff in the clubs on the Saturday that you processed your cancellation. Because 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 apologize. As your agreement and cancellation form state, our normal policy is to refund the money within 30 days. At 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.

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]
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]

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 [redacted],Thank you for taking the time to discuss your son's supplement purchase with us. We appreciate you giving us the opportunity to explain why as supplements are food items, we would not accept returns on these items for safety reasons. We appreciate you allowing us to come to a...

resolution on your issue and we look forward to seeing you 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 me.
Sincerely,
[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.
Sincerely,
[redacted]

We appreciate the feedback regarding the type and level of our music. Our goal is to provide music to our members that is both motivating and at a suitable volume. We would like to take this opportunity to apologize that this was not accomplished in this situation. Regarding the cancellation and...

account balance, there is no delinquent balance for June. All of our accounts are cancellable with a (30) day written notice. All balances on the account have to be made current prior to cancellation. As of now, your account has been cancelled and no further payments are due. We wish you luck with your future fitness endeavors.