MUV Fitness

Dear Ms. [redacted],    We want to thank you again for taking the time to work out a resolution for your situation. We understand what a busy schedule you have and genuinely appreciate the time you took to allow us to review your freeze paperwork with you, and to reiterate what was done with...

your account and correct any miscommunication between our parties. We will be using this situation as a training tool to improve our entire team's customer service skills and ensure that we are clearly communicating with all our members clearly on our policies. We also appreciate you giving us the chance to earn your trust back and ensure that your service experience with us in the future is up to par. The refund we discussed for you and your husband has been issued back to your card. Thank you again for your time with us and we look forward to wowing you in the future!

Hello. We would like to take this opportunity to again apologize for the way this situation was handled. We will use this as a teaching tool to ensure that our managers are handling these situations with professionalism and sensitivity. Thank you for taking the time discuss this with us. Per our...

phone conversation, a refund check will be issued to you as soon as possible. We apologize for the mistake and thank you for bringing it to our attention.

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 taking the time to discuss this situation with us over the phone. Again, we would like to apologize for any inconvenience that this has caused you. We obviously prefer to fix things like this as soon as possible. Unfortunately this was the first time we had heard of the...

situation. As we discussed, your granddaughter's account has been cancelled out and any charges that are owed will be refunded upon proof of the cancellation. Thank you again for your time and we look forward to getting this wrapped up for you!

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.  MUV Fitness went above and beyond to rectify the situation. I am extremely satisfied and will continue to be a part of their business.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have paperwork showing cancellation prior to the date you think cancelation took place. I will include the fraudulent paperwork your company used to sign [redacted] into a membership. As well, your response does not include the private training sessions that I was wrongfully charged for.
Sincerely,
[redacted]

Hi [redacted]! Thank you for your message. We apologize for any miscommunication in regards to your agreement. The agreement that you signed was allotted for the optional roll over to a month to month at the end of your paid in full time. This option locks in your membership rate so you are not subject...

to any new membership rate increases that may occur over time. We have refunded the amount requested and the account has been cancelled out. We wish you the best of luck on your fitness journey!

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]

Hello Ms. [redacted], 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!

We would like to take this opportunity to apologize for any confusion caused by the ownership change. Much like when your cable provider changes names, the customer base that they service transfers over with it to ensure that the customer's services aren't suddenly...

interrupted. In order to discontinue your service a cancellation is required.
We appreciate you taking the time today to fill out the cancellation form provided to you. The account has been closed out with nothing further due. We wish you the best on your future fitness endeavors.

Hi [redacted]! We want to extend our sincerest apologies for putting you in such a situation. Our billing system is completely automated and continues to make draft attempts until the amount owed is settled. This is obviously an unusual situation to have multiple payments draft so late and together....

Considering those circumstances, a refund was issued to you immediately upon contacting the club. We very much appreciate you taking the time to speak to us to get this straightened out. We're looking forward to having you back in the club!

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]

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]

Hello [redacted], We would like to apologize for your experience with the personal training team. Unfortunately, staff does come and go and we cannot always keep our members with the same trainer. We understand that this can be frustrating when you are fond of your specific trainer but on occasion...

these situations cannot be avoided. We 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 discouraged. However, we do understand why being in the unlucky situation of losing two trainers in such a short period of time would be disheartening. Please accept our apologies. We have processed a refund check to the address we discussed. We wish you the best of luck and hope to see you in the club soon!

Hi [redacted], 
You have our apologies for any confusion that you might have had on your personal training agreement. As you can see on your agreement, you purchased 8 sessions upfront with two additional payments at a total of $521.76 to be drafted in the future. This is clearly laid out in...

the top right portion of the agreement that you signed for. Until the future payments are processed the appointments are unable to be scheduled. We understand that this could potentially cause some confusion at the time of purchase and it can be easy to forget that future payments are scheduled. Therefore we will be returning your payment to you in the form of a check to the address on file. We wish you the best on your fitness journey!
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[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]

Hello Mr. [redacted]! Thank you for bringing this matter to our attention. We do want to take this opportunity to apologize if you were given any misinformation regarding silver sneakers and their personal training programs. While some programs do have such personal training coverage written into their...

health plans it is something that is worked out between the health provider and the insurer, normally through a direct reimbursement situation and does not go through the health club. According to our records you personally signed for a Personal Training contract on March 15th of this year. These contracts obligate the payment of the agreed upon funds to be charged on a specific date to the card provided unless cancelled in writing. We are sorry to say we have no record of any conversations inquiring into cancellation of this agreement, nor a record of a written cancellation. Due to this, the card provided to us was charged on the agreed upon date that you signed for. At this time we have received confirmation that these funds have been returned to you. Your membership agreement has been cancelled out per your written notice. We wish you the best in your future fitness endeavors.

Hi [redacted], 
I've been trying to reach you but haven't been able to make contact with you yet with the information that you provided. I would really like to speak with you regarding the situation if that is possible. You can reach us at 509-926-1241 or...

at [email protected]. The time that you requested has been credited back to your account so you can start working out in our new Portland location as was your original plan. You can find the address and details of our new location at www.muvfitnessportland.com. You will be able to scan your membership card when you walk in the door like you did in Spokane and will have a full access membership. Please inquire at the front desk for your new procedures to use the tanning and hydro-massage beds available to you with this membership. We are very excited to get you back in the club!

Complaint has been resolved to my satisfaction.