RAC for Women

Per the conditions set forth on the contract under the Automatic Renewal Program on page 1 - we require a minimum of 30 days notice to cancel.  We refute the fact that anyone at the club told her that she could cancel over the phone as that is not our policy and as clearly sated in the...

Automatic Renewal Program that cancellation is required in writing.  Per the contract we did have a right to charge her dues for the month of February but we agreed to waive the minimum cancellation notice requirement and have terminated her contract with no more payments owing.

Michelle had sent an email to [redacted] at 3:08 PM on Sept. 21, 2017 and a subsequent revised email at 3:10 PM on Sept. 21, 2017 as Michelle realized she had a made an error in the payment schedules.  Since [redacted] was still in the initial 12 month term of her membership agreement which is...

also included in the attachment she was responsible for all payments through 11/30/2017 in honor of the agreement. The attachment shows the correspondence starting from the bottom of the pdf which clearly outlines the email chain with [redacted]. Therefore no refund is owed and no further payments are due as of the last payment date of 11/30/2017 and her membership is cancelled.

The RAC for Women apologizes for any confusion over this Membership and would like to clarify the situation.  This is the first we have heard about an issue with this Member's down payment. I have included the notes of all conversations this Member has had with the corporate office. I have...

also included the billing statement from the Member's contract (the contract had been provided to the Member previously) which shows the $100 was a down payment and there would be 24 payments of $29.95 for a total of $818.40. If this $100 was supposed to go towards the 1st. 3 monthlies, this contract would have been written at $718.80 with $0 down and 24 payments of $29.95. (the $100 then would have been applied and wiped out the 1st.3.3 payments). As a show of good faith, we would be willing to offer this Member 3 months free membership time added on to the end of her contract.

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. I would like this in writing form from RAC for Women to make sure I have an official copy of contract being terminated.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will not allow RAC to continue charging for a service I cannot use. I've explained my reasons for not being able to provide proof and they are unwilling to cooperate. At this point if they are unwilling to cancel I will get legal help. They will not be getting money from me. RAC is a horrible company who does nothing but harrass people into signing up and then does not let them cancel. I will make sure everyone I know hears about my experience. 
Regards,
[redacted]

The Member's story about being deceived is inaccurate. A 1 month free certificate is always honored by the clubs. This Member chose to convert that certificate into a discount ($10 per month) on an annual Membership that normally cost $49.95 per month as it includes 12 Personal Training...

Sessions. The Member used the club for almost 2 weeks (usage attached), including using 2 of the 12 Personal Training sessions. The Manager and Sales person both worked with her during this time period. She did express at one point she was not sure she could fit it into her schedule but that was her only concern, and eventually decided she could. The Member, her Mother?, and Uncle contacted the Corporate Office on 1.15.16 to inquire about her contract (the contract and Member notes are attached). The RAC for Women has a valid contract with this Member. In the spirit of compromise the RAC for Women is willing to comply with the Member's request to cancel the remainder of this contract.

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.  I choose Option 3. I choose to buy out the contract for $100.
Regards,
[redacted]

[redacted] is claiming that she has moved and if she would provide documentation per the relocation form attached as evidence we would review the submission and grant her the cancellation.  Per NY state law if [redacted] did move she would need to notify the DMV within 30 days of moving of her new...

address online, the DMV will provide a confirmation notification accepting the change, we would accept this as one item of proof.  Per the relocation form attached she would need to provide one other form of documentation showing her new address. She has signed a legitimate contract which is also attached which in the Additional Terms section 5 outlines Rights to Cancellation with regard to relocation.  She has issued a chargeback against her card so we have not received any payments from her that are owing and per her contract we have a right to pursue.

In an effort of compromise since [redacted] believed she had a 12 month agreement and had not received a copy of the original 24 month agreement which she signed on November 28, 2015 we are cancelling her agreement effective immediately and no further payments will be required on her...

behalf. Her claims with regard to the cleanliness of the pool area are unwarranted as our managing partner inspected the pool area and did not see evidence of any unsanitary conditions. We further acknowledge that there was a roof leak over the pool area back in May and the landlord repaired the leak that same week.

The RAC for Women apologizes for any confusion caused by our Bridal Show Certificate. It is as the Member described a Certificate that covers the enrollment fee and reduces monthly dues. I talked to the General Manager of the Pittsford club and asked for a statement from [redacted] regarding her...

interaction with this prospective member; her response is attached. After reading her response, and discussing it with the President of the RAC for Women, we decided to err on the side of caution and retrain all Fitness Coaches in Pittsford how the program works. It is not our intention to mislead anyone with any promotion we do. Again, I apologize that there seems to have been some confusion in this case. The General Manager of the Pittsford club, [redacted], has called the member and let her know she is welcome to use the Certificate for a Free 3 month Membership.

We had explained to [redacted] that if she were to travel for a year as stated that we would be willing to allow her to freeze her time in excess of our normal policy (normally 3 months max.) as a courtesy and we would extend her membership for the time she was traveling upon receiving...

freeze time notification. Upon her return to either Buffalo or Rochester (we have clubs in both cities) her membership would be extended for the months she was travelling.  [redacted]'s statement reference's a $29 fee, per the attached contract there is no such charge under her current membership. The attached contract dated 12/30/2016 indicates that she signed a 12 month contract with a monthly dues payment of $24.95 with the last payment due date of 02/12/2018. Per our current freeze policy the monthly payments would still be obligated to be paid until the contract is fulfilled. Per section 5. of the additional terms and conditions there is a procedure that a member can follow to completely cancel their membership for true relocation circumstances which she states in her letter she is truly not moving but will simply be traveling.In summary if [redacted] were to travel for 7 months her payments would continue and upon her return she would be able to use the club for an additional 7 months beyond the current expiration date of March 11, 2018 at no additional costs as we are willing to extend her freeze time in excess of the normal 3 month policy.

The Member was explained the Personal Training charges by my Billing Manager; she did not understand or disagreed. To resolve any confusion, I provided a detailed letter explaining her charges. This along with her FFl Addendum (where she agreed to pay these fees) were provided to her by email and US...

Postal Service on 4.8.15. I have attached both. The Club is actually owed $110 for these sessions but as a courtesy to our Member I agreed to $80 to satisfy her debt. There will be no further reduction to the Member's balance:
Maura Chappell
E31177
Re: Pending Cancellation
4.8.15
Maura,
The BAC for Women has received your request for a Relocation Cancellation of your contract; that request has been approved pending receipt of the $80.00 owed for your personal training sessions (actual balance is $110). I have attached your FFL Personal Training Addendum to this email. This was your guarantee to pay for any PT sessions used in the event you did not complete your contract.
You used 12 sessions at a discounted cost of $20.00 per session =$240.00.
$10.00 per month of your monthly dues was allocated to pay for these sessions.
You paid 6 monthly dues = $60.00. $240 -$60 = $180.00
That leaves a balance of $180.00 owed for these sessions that must be paid before we will cancel the agreement, as we have already paid the trainer that provided these sessions.
Your $100 down payment was used to reduce your monthly payment by $5 over the course of 24 months. Therefore you used $30 of that down payment during the course of your 6 monthly dues; leaving a credit balance of $70.
Your FFl balance stands at $180 - $70 = $110 owed for your FFL sessions; I have agreed to accept $80 in satisfaction of this debt.
Your $339 gift certificate was used to reduce your membership price. Your membership is $99 Down and $44.95 per month. Your gift certificate discounted it to $0 Down and $34.95 per month (your $100 Down payment reduced that further to 24 payments of $29.95 per month).
I hope this clarifies our request for $80.00 to cancel this membership. Please call the Business Office to make this payment or to speak with me directly.
Sincerely,
Gary President’s Assistant
BAC and RAC for Women
716-204-8880
[email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
I have read the message from the business and am a little upset and shocked at what was written. The fact that the manager said he had been talking to me right along is incorrect. Yes I was upset during our first meeting, but that was because I had to play phone tag with billing and my club in order to even get to the person I needed to talk to about the matter. I was not "combative". I did not use vulgar language or yell and scream. I was upset yes, mostly because I felt I wasn't being listened to. Also, when the manager says that I "didn't realize it would be me and that I was the one who renewed her" is absolutely wrong. I knew I would be talking to him and that he was the one who renewed me. I did NOT get a copy of the agreement. He said I didn't need it and it was left at the desk after I signed. If anyone was rude it was the manager because I then tried to contact him for a follow up after the year reduction was made because I was told I would need to sign a new contract. I have not signed anything so for me this is not settled. He then said since finding out I went to the Revdex.com "all negotiations are over". So to me that was rude. He intentionally ignored my attempts to contact him about reducing the contract and now whenever I go into the gym and he's there I feel I get a judgmental look and it makes me very very uncomfortable. His customer service is very poor in my opinion. I should not feel uncomfortable going to a gym where I am having a legitimate dispute. 
 
I'm not sure who he's referring to as "she" when he talks about the instructor not helping with form. It has been my observation (and others as well) that the instructors do NOT circle the room to help with form. I know ONE instructor who does, but the rest of the classes I've been in at the 5-5:30 pm time do not circle the room. Also, I get "No Pain, No Gain"... I just don't feel that instructor knew how she was coming across because I was not the only one who went "huh?" after she said it. I value my knees thank you. 
 
To summarize: 
I am uncomfortable around the manager of this establishment as I was more than willing to discuss terms but was ignored. I was given miscommunication as to when exactly I had to cancel. I had interpreted what I was told as 3 days into the new cycle I was allowed to cancel, not 3 days after signing. I signed up a month early to I thought I had 3 days into my new contract to decide I no longer wanted to commit to the gym.  I was also not given a paper agreement to take with me. I don't throw that stuff away and it's not in my home records. Regardless, I was assured that I had 3 days into my new contract period to cancel. This has now escalated to my being uncomfortable walking through the door at the gym. I would like my contract canceled. I will pay for the current month, but would like to see no more charges put to my card from next month on. 
 
Regards, 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not have a NYS drivers license therefore I cannot change my address there. As well as because I cannot receive mail in this town without paying for a PO box I plan to receive all of my mail at my sisters address. they are asking for proof that I do not have. 
Regards,
[redacted]

Per her complaint she states she will send in a copy of her pay stub, rental agreement and utility bill and as of today she has not submitted any documentation as required per the attachment.  Once we receive we will review and advise her accordingly.