STW Krav Maga Self Defense & Fitness Reviews (%countItem)
STW Krav Maga Self Defense & Fitness Rating
Address: 100 Crossroads Blvd Unit 103, San Antonio, Texas, United States, 78201-6512
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Well I started working out with the regular training classes. I explained my health conditions to them prior to signing up and they ensured they would look out for my best interest. I began to feel my back becoming and issue and didn’t want to reinsure myself so I emailed corporate this is literally the 3 time of me trying the gym. I emailed them letting them know I needed to discontinue my membership and any attached to me. They emailed me back since this is the only correspondence they have letting me know I needed a doctors note in which I submitted. They continued to take money from my account even though I discontinued to used the facility and supplied them a doctor's note. So I demoted my membership to the least expensive still note using the facilities. Per the contract I needed a doctors note and I’ve been going back and forth ever since my daughter doesn’t want to use the business because of how they have conducted business with me at this point I would really like to be reimbursed and the right thing to be done by a customer. They refuse to take me and my daughter out of contract and continue to take from my bank account. This was my last resort. Thank you for your time!
According to the membership agreement *** signed and
agreed to, a medical cancellation must be approved by submitting a letter from
a medical doctor stating that the member is permanently disabled and is not
advised to workout now or in the future. *** did submit an email on February
18, 2020, requesting that her membership as well as her daughters be cancelled and
attached a letter from her doctor. This letter did not meet the requirements and
was denied in an email response sent on February 21, 2020. We did not hear back
from *** until March 17, 2020 when *** emailed requesting that her
and her daughter’s memberships be cancelled due to the fact that they do not
use the facilities and that she had sent in a letter from her doctor. A
response was sent on March 18, 2020 letting her know that the letter submitted
did not meet the requirements for cancellation and that we would not be able to
cancel her daughter’s membership unless she qualifies for cancellation on her
own. There will not be a refund issued as we are not in breach of our contract.
In good faith, we will cancel *** membership immediately due to her letter
submitted from her doctor. However, we will not cancel her daughter’s since she
does not meet the cancellation requirements according to the contract. Both membership agreements for *** and
her daughter are attached as well as the email correspondence mentioned above.
Complaint: ***
I am rejecting this response because:
There is no specifics on how the note from the doctor should be worded nor written up the note clearly states PATIENCE’s plural meaning myself and my daughter. He is both of our doctor. So please do what is right at this point and take us both off of this membership I would like reimbursement from the time I sent you all the first email with the doctors note and you said you didn’t get it but I have copies of all emails sent and dates.
Regards
The criteria for what a medical doctor’s note should include
to cancel a term membership due to medical conditions. This is stated on the
back of the signed membership contract, second to last paragraph from the
bottom (see attached). It was also explained what needed to be included in the
email response on February 21, 2020 (see attached). For ***’s daughter’s
membership to be cancelled she would need to qualify for the medical
cancellation herself and an additional note would need to be provided. Since both
*** and her daughter have the same name, we would need to verify that the
letter from the MD is in fact for *** with the DOB January 13, 1998. ***’s
membership was cancelled as a courtesy as of April 8, 2020. However, there will
not be a refund issued and her daughter’s membership will not be cancelled unless
an additional letter from a medical doctor is provided that states that her daughter
and meets the criteria stated on the back of the membership agreement.
Complaint: ***
I am rejecting this response because:
The doctors note clearly states patient’s with a S added since both of our names are the same the birthdates are clearly different why I would be born in 1998 and my daughter born in 1978 really concerns me. Although you canceled my membership my daughter will not use your facilities so therefore why would I have to keep paying at this point. You hold your customer service at a high standard and I’m failing to see how you do so if this is how you treat your customers.We are here because you all wouldn’t cancel our membership and we no longer use your facilities. Our health is protected by hippa also our doctors office is closed at this time do to the COVID-19. I would like to be reimbursed from the time of the first email I sent requesting for you all to cancel our memberships.
Regards
The criteria for what a medical doctor’s note should include to cancel a term membership due to medical conditions. This is stated on the back of the signed membership contract, second to last paragraph from the bottom (see attached). It was also explained what needed to be included in the email response on February 21, 2020. For ***’s daughter’s membership to be cancelled she would need to qualify for the medical cancellation herself and an additional note would need to be provided and not one note for the both of you which is what was sent. Since both *** and her daughter have the same name, we would need to verify that the letter from the MD is in fact for *** with the DOB January 13, 1998. ***’s membership was cancelled as a courtesy as of April 8, 2020. However, there will not be a refund issued and her daughter’s membership will not be cancelled unless an additional letter from a medical doctor is provided that states that her daughter and meets the criteria stated on the back of the membership agreement. As of today, we have come to an agreemet and *** daughter's membership has been cancelled as well.
Revdex.com:
This is all I wanted from the very first communication with this company a lot of wasted time and a lot of money has been debited out of my account for no reason. Both memberships should of been canceled from the very first time I submitted an email asking for the cancelation and sent the doctors note. Of course I won’t be refunded but at lease you all will stop stealing my money.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I relocated to Colorado, but they did not have a facility here for me to continue my membership, so I contacted them in 12/2019 to start the process to cancel my membership. I provided check stub, mail to my new address, and it took them over one month to respond to approve it for cancellation. 1/28/2020 they finally contacted me back and requested the items I had already provided them. I work for the federal government and am also an active army reserves so my address did not show up on my income statements. I then had to submitted again a check stub, identification and three additional documents including a jury duty summons. This finally allowed them to agree to cancel my membership on 2/7/2020. On 2/13/2020 they finally sent me the cancellation form which I promptly filled out and returned via email. Then they proceeded to continue to auto-debit another month's fee and charge me the cancellation fee which was previously discussed as being waived as written on an email. All communication with this facility has been documented through email communication.
The first email correspondence with *** began on
Monday, January 27, 2020 requesting to cancel his 9-month term membership early
due to relocation. An email response was sent along with an explanation of the
documents required to cancel a contract still under obligation due to
relocation, along with a copy of the back of his membership agreement. According
to the membership agreement a 12-month lease or a recent mortgage statement
along with a utility bill in the member’s name are acceptable documents. We also
let *** know that we would accept a recently issued ID or a recent pay
stub with the new address. He responded that he only had a pay stub but that it
did not include his address. We asked him to send this for review and if he had
a recently issued ID to please send that as well. He did send the paystub for
review and it did not include his address nor that of his employer. The State
ID he sent was not recently issued and the one used when he joined on his term
membership. For early termination of contract, we do require that it be a permanent
move and clear documentation of that is required. On February 7th he
submitted several pieces of mail, one of which was a recent voter’s
registration and that was approved for cancellation. On February 13th,
the cancellation form was emailed along with the instructions to mail the form
as well as the $50 early relocation fee. He responded on February 20th that he did not agree with the relocation fee. We received approval to waive
the $50 relocation fee and relayed that information. The form was received with
a postmark date of February 27th. According to the membership
agreement, all cancellations take effect 30 days from the postmark date after
the next draft date. *** emailed on March 18th asking why
he was drafted again, and we let him know the policy and that 3/15 was his last
draft. He was mistakenly charged the $50 relocation fee which has since
been refunded. The last email exchange explaining that this was an oversight
and would be rectified was received. At this time, we will not be issuing any
further refunds as the membership has been cancelled according to agreement
policy. Email correspondence as well as ***’s membership agreement are
attached.
Complaint: ***
I am rejecting this response because: I never submitted a voters form. I work for the Federal government and the pay system does not state the address of business nor my home address as I explained to them. It only gaves the state in which I will be employed. There was no reason for me to get a new state issued ID because it has the address where I will be staying at ***. and it does not expire till 11/20/22 why would I have to get a new ID does not make any sense. Iam living with family so there is not a lease in my name nor a utility bill. Everyones living situations are not all going to be the same. The day I signed up for the membership I told *** that I am going through the process of getting hired on with the Federal government and not sure how long it would take. She said no problem and went over the policy. I then told here that I dont have a Taxes state ID and the address on my ID is a family residence and that is where I will be staying, I will not be getting a new one nor will I have a lease or utility under my name. I aske will that be an issue she said no just use your pay sub people use that all the time. I even asked if I was called to duty off of active reserves what paperwork was needed just in case she said my orders. So before even signing I asked these questions and I was assured it was good to go. Unfortunately I did know how there pay subs work I didnt know they didn t give the full address. As soon as I found out I sent my check stub and asked if ther e was any other way do to the above Circumstances. They gave me nothing asked if I have the policy and if not they will send it to me so I took photos of some of my mail. After take photos of the mail I been receiving they gave me the ok. They did say they would waive the fee but then I was charged one more month even though this whole back and forth started in January then they still charged me the the $50. And keep in mind the only way to contact them about the situation is by email. Which takes them up to 72hr to respond back. Which also pro longs the process as well. I left San Antonio in November I talked with someone about my situation. I was instructed to wait till I get my fisrt pay stub which was policy. And send that in, which was not untill January A lost I still had to take. Of November - January Which also adds up to $108 loss not able to use the membership. A few days after I wrote to the Revdex.com I was contacted And was told they where going to refude my money after I called my bank and was told the.only way to have them stop payment Was to close And transfer Everything From my bank account to a new one was Because the way they have the payments Set up They can cancel Dispute The transaction On there end. My bank rep stated that the was it was set up is in a gray area Legal but fishy. And the was not other way. And till this day I have still not have gotten anything stating my membership Is closed.. I dont feel that is right. And people need to be warned about this even if I dont get anything Back. At this point Others should be aware Of what they are really getting in to when they sign and any agreement From the person signing Up get it all in writing. Wow just wow.
Regards
’s cancellation was approved and processed
outside of the contract he signed and agreed to. Therefore, we do not consider
this a valid complaint consider this claim a valid complaint. As stated on the
contract, a 12 month or more lease agreement/mortgage statement and a utility
bill along with a $50 relocation fee are required to cancel due to relocation.
*** did not submit any of these knowing that is what the contract
states. The paystub that was submitted did not provide his new address nor did
it provide the employer’s address either (see attached). We made an exception
in ***’s case and when a jury summons, not a voter’s registration card,
was submitted it was accepted and the membership cancelled. All cancellations
take effect 30 days after the next draft date therefore he was charged one more
time. This is also stated in the contract *** signed and agreed to.
The $50 relocation fee was refunded as stated previously. *** states
that he has been trying to cancel since November, However, the first email
received was not until January 27, 2020 (attached in previous response). Our
billing and monthly drafts are not uncommon as we abide by the contract
agreement and expect the member to do the same. Tell us why here...
Complaint: ***
I am rejecting this response because: I dont agree. When I was moving in November I went in to inform them that the move was taking place, just as I stated the day I signed the agreement That would take place I was instructed That I have to wait till I get my first pay stub due to the fact that my Colorado State ID is still Valid What the adredd in which I am currently Staying Till this day. So I had to take that lost till I got my paysub which was when I sent in the email. Then it was pushed back. And I had to continue To find a was to prove That I relcated. Aslo not everyones live situation Is going to be the same so the standards of the lease Doesn't Make sense. I feel that there is a lot of gray area that this company Works with to get the maximum Out of each person. Things like a 72hr wait for a response. I feel that delays are an issue In to sloving these matters. My pay sub had the state location On it but still was not enough. I strongly fill wronged By this company. They dont even send a conversation Letter or an email stating The membership Is canceled For my records. And when talking to my bank and them encouraging Me to send a report To the Revdex.com and to close my bank account Due to this situation Is very concerning To me.
Regards
Horrendous cancellation service. No gym I have ever cancelled in the past has ever asked me to pay for a certified letter and then warned me that it may take up to 2 more billing cycles to take a effect.
100% intentional money grab by the owner/management
The cancellation policies and procedures are clearly stated on the membership agreement as well as the membership understanding where you initialed. It is NOT REQUIRED only recommended that the cancellation form be mailed certified return receipt requested so that you receive confirmation that the cancellation was received. All other gyms recommend this as well. Additionally, all cancellations require a 30 day notice and if your draft date falls within those 30 days you will be drafted once more. We do show an email requesting cancellation in August of 2019 and a cancellation form was emailed to you. We do not however have any record that the cancellation was mailed back to us. If you would like to discuss this matter further please reach out to our member service department once again.
Horrible gym and customer service starting with their billing department by the name of Monica. She has 0 professional skills and when you call to clarify questions with them she hangs up the phone on you to the point where you need to call 3 or 5 times again before someone else can assist you.
Go to another gym I don’t recommend and save your money. they extorted me 50.00 on late fees when a payment wasn’t even due I was just paying my account ahead of time.
Also, when you try to end your membership they highly recommend that you send the cancel request form via certified mail because they aren’t competent enough to update members account accurately, like any other regular gym protocols.
Again save yourself the headaches and money and go to another gym with better professional skills and customer friendly.
We regret that you are unhappy with your experience. However, your comment that STW is a horrible gym with horrible customer service is unfounded and can not see how you have this opinion since you have only been in the center twice.
The person that you spoke with is from a 3rd party billing company and not at either training center.
We strive to provide excellent customer service at both locations as well as through our in-house Member Service Department. I do not show that there has been any contact with our Member Service Department, and you have not checked into the training center since October 2018. If you would have reached out to our Member Service Department you would have been pleased with the service provided.
According to the notes on your account, you requested pay your December and January dues early, but that transaction was returned. We do assess a service fee for declined monthly payments, because we are charged a service fee, as you already know from past payments. The late fee for the December payment was assessed but the late fee for January was an error which was explained to you and removed.
We do highly suggest that a member mail the cancellation letter via certified mail with a return receipt requested. This is for the member’s benefit so that they can rest assured that it was received and will be cancelled. It is not mandatory that it be mailed this way and we do receive cancellation letters that are not. All other gyms recommend the same for the same reason.
We do wish you the best on your future self-defense and fitness journey.
Tried to cancel my membership after my obligation was over. They said I needed to send a certified letter to do so, and I did. Apparently it was never received and I have long since thrown away that certification receipt. I was told that it was my responsibility to make sure they they received their mail, that I had to personally call to make sure it made it into someone's hands and that someone opened it. Multiple emails, multiple phone calls, and visits to the branch to tell them that I wanted to cancel my membership and they are still trying to charge me. Add to that, I injured my knee early on during the contract and cannot use the services this gym provides due to the high impact nature of the classes. I fulfilled my contractual obligations, even while not being able to take advantage of the membership, the gym was made aware of my injury immediately and was unable to provide a solution that was low impact that I could use.
’s membership obligation was fulfilled May 2019. We do not have record of the cancellation letter.
According to our records, correspondence with American Payment Services began on 9/4/19 and not on 8/1/19. When they called regarding the past due balance for September dues. Since *** states he sent the cancellation in months ago, we do not know how the draft of June, July and August did not catch his attention and inquire about the cancellation letter before September. Additionally, the only correspondence we have through our Member Service Department is on August 1st in which he states that he submitted a request when his obligation term was fulfilled. A response was sent explaining that we do not have any correspondence from him regarding a cancellation.
We do not consider this a valid complaint due to the records on file and the lack of a tracking number for the letter *** claims he sent.
Attached you will find the notes from American Payment Services, as well as the email correspondence between *** and Member Services.
We will as a courtesy, cancel his membership immediately and waive the past due balance.
If I could rate no stars at all I would.
I wanted to sign my kids up for a self defense class. As we were waiting for the appointment time to approach I was reading the reviews. I should of listened and I should of took my money else where.
I was helped by a lady names A. She filled out the basic the forms for me and I read over them and signed them. I signed for my payments to come out on the 15th of every month. May 1st comes and Krav M is trying to take their funds. I call the payment company and the lady tells me they have a contract with the 15th crossed off and the 1st replacing it. Hmm I didnt do that. I contacted the crossroads location where I signed up at and told them the problem, seems like they did care and didnt want to do much. I was concerned because someone forged my initials on the contract. I finally receive a call back from Angela and she is like "do you remember you changed the date and wanted to go with the 1st, remember after I had gave you the pink company you initialed on only the white copy?" B smh. I called the payment company back and requested a copy of the contract they have and I just received it. Keep I'm mind A filled out my sons info on the top. It's funny how that F and the F in the initials match. I initial my F's with a loop as you can see on the pics attached and even the form that has nothing but initials dont match what is on the white form circled in blue. So long story short. A is out her signing peoples initials on contracts. Notice how on my pink copy the 15th is selected and no initials. And how on the contract that was sent which is the white one all of my F's which are circled in yellow looks different from hers that are circled in the blue. Smh this facility has some fraud going on and I will be cancelling my kids memberships.
Beware people. Read the reviews and go somewhere else. Sorry my Google review has photos attached, I'm not able to attach them on here.
Krav Maga is an unethical company. Their policy for cancellation is archaic and arguous. One can only assume it is so the difficulty will prevent you from actually canceling their service so they can keep getting more of your money. When I signed up for the membership, the associate who signed me up covered the fact that my contract was for a certain period of time and that I would face a fee if I tried to cancel early. This is fine. What they DON’T tell you is the process you must go through in order to cancel once you are eligible. You cannot just call and cancel, nor can you go into the gym to cancel. They force you to email a request to cancel. At which point, they ask you to send a written letter, via certified mail, to cancel the policy. It does not stop there. Once you have cancelled, this actually only serves as your 30-day notice to cancel. Therefore, if you submit your letter after your most recent auto-draft, they will make you pay ANOTHER month’s payment even though you have cancelled. If they were an ethical company, they would realize that it should be easier to cancel a service that their members no longer want to use. In my case, it was a work scheduling issue that prevented me from making it into the gym. I would not do business with this company.
This business took advantage of my health care fitness needs with false and misleading advertising and they did not provide the severices that were promised with all the weight lifting equipment personal training and krav maga martial art classes this business decived me in order to get me to sign the one year contract I felt taken advantage of as a consumer and a person
We will not address this complaint until we are provided complete details on the allegations that *** has made.
Complaint: ***
I am rejecting this response because: this business has a track record of cheating the consumer I will not accept thier response and only wish I had read the reviews with yelp and Google before joining such a horrible organization I will warn any body else who ever thinks of joining stw krav maga.
Regards
Expectation was I would revive all access to classes for krav maga fighting but they stoped at a level 1 with not allowing me to attend level 2 or 3 classes this was not mentioned before sigining the contract I was told I would have personal training style fitness with my sales person ***. This is just to name a few examples.
Krav Maga self-defense system is the same as any other martial arts system in that there are levels that must be completed and tested to move up. All of our new members/students are given this information. Additionally, they are given a Krav Maga curriculum book at the time of joining that shows each level and all techniques that must be mastered and tested on to complete each level. Our fitness program has been the same for 14 years and is based on a personal training type group, team fitness program. Trainers are on the floor working with members and talking them through the exercise techniques, explaining the equipment being used as well as making any corrections if necessary.
Attached you will find *** membership agreement (front and back), membership memorandum of understanding, class check in history, notes from American Payment Services (billing company), notes from *** membership advisor *** as well as a detailed timeline beginning with when *** became a member until current date. In this timeline you can see that ***, at no time, attempted to contact STW Member Service department or had any conversations with his membership advisor or discussions with any manager on site about his current complaints and reasons for requesting to cancel. It seems that *** only reason for wanting to cancel on 1/24/18 was because he claimed that he was no longer employed and could not afford to pay his monthly dues. *** did say that he would call American Payment Services back when he was able to set up a payment arrangement. Again, there have been no conversations with anyone regarding *** unfounded accusations against our company. Additionally, with *** membership, there are at least 20 classes per day between Krav Maga and fitness at each location that he can choose to attend as well as a fully equipped gym. The claim that our company is misleading is not just.
Even though *** does not qualify for cancellation at this time, we will agree to cancel his membership agreement once he pays his past due amount of $268.50 as well as 50% of his remaining obligation of $580.50 (which is $290.25) by Friday, March 9, 2018. The total of $558.75 can be paid by calling American Payment Services at 1-888-493-9777.
Complaint: ***
I am rejecting this response because:
I reject these terms comments at terms at this time.
Regards
Charged for gym membership post surgery. With board certified surgeon discharge instructions stating non-weight bearing for a period of 4-6 weeks. I submitted a written request to cancel the remaining 3 months of my 6 month contract due to metal pins and rods placed in my foot and toe bones. I was not informed of denial or receipt of this action and considered this action closed. Instead, after email correspondence; I was informed that I did not provide the documentation (provided twice once via US Post and a follow up email scan attachment) and that my contract ends 2/15/2018. Below is a copy of the last email I sent to the membership services. A summary is bulletized with numbers 1-5.
Ms.,
In response to your last statement; I had AMEX place a non payment to STW; the reason - I was not informed that I was denied the request and assumed the issue closed. This seems ridiculous that we are having a conversation about refusing to cancel a gym contract because of surgical reasons when the twice sent information specifically stated 4-6 weeks (at that time and present, that was "...now or in the future".
Simply put, my request was to cancel my contract for a few months, and was more than willing to sign up again once fully healed (first letter). I would have gladly paid STW Krav Maga for a few more years (as I had done with my membership before deployment).
So we all understand; I plan on reporting this issue to a few consumer complaint departments, at a minimum the Texas Office of the Attorney General. For your information as well as that of STW; This will be the minimum I am reporting:
1. Prior customer for 2 years with account consistently in the Green. Remained a valued customer with referrals (memberships gained) during that time. Terminated contract with no remaining obligations.
2. Returned from work obligations and joined STW again on a 6 month contract.
3. Had a Surgery to repair a consistent Hallux Rigidus in my feet involving the placement of metal screws and plates. (Non-Weight bearing for a period of not less than 4-6 weeks; to include driving (Doctor's Rx and discharge instructions given along with a letter stating my intent to rejoin after fully healed and medically released)).
4. Customer did not receive acknowledgement of receipt or denial (email or postal letter) from either STW or APS.
5. Defendant mandated to pay 2 months of membership services regardless of medical instruction by board certified surgeon to not perform these duties (Bullet 3).
For all intent, STW and ACS; Consider my contract terminated, 15 February 2018; and place me on a permanent do not contact list.
Happy 2018,
***
cc:
Office of the Attorney General (Consumer Division)
Revdex.com
San Antonio Chamber of Commerce
Mr.’s medical cancellation was denied due to not meeting the medical cancellation criteria set forth in the membership agreement. Mr.’s states that he was not aware that the medical cancellation was denied. The cancellation letter was received on October 24, 2017 but did not include the require letter from a medical doctor. A cancellation denial letter was mailed on October 26, 2017 notifying Mr. that he would need to submit a letter from his medical doctor according to his membership agreement. The letter was received on November 6, 2017. However, the letter did not meet the medical cancellation criteria and a medical denied email was sent with the directive to contact member service for a medical freeze.
Mr. claims that he was not aware that the medical cancellation was denied when in fact there were multiple forms of correspondence.
We have attached Mr.’s membership agreement (front and back), membership memorandum of understanding, letter submitted for cancellation as well as both letters of correspondence and email from American Payment Services and Member Services.
At this time Mr. has paid off his membership, has been cancelled and will be taken off all contact lists. We will not reimburse Mr. the dues paid for December, January or February and do not consider this a valid complaint and consider this closed.
Complaint: ***
I am rejecting this response because:
Reason 1) First Letter was to inform that that the surgery was being done (simply an informative one). I replied with their request and sent discharge instructions (See attachement).
Reason 2) Does the education level of the person who denied the cancellation outweight that of a board certified surgeon?
Reason 3) Does this same person, who denied this claim, make decisions on all cancellation requests based on medical/surgical reasons?
Reason 4) If so, would recommend that further investigation be done to see if this was done to people with even more conditions, who may have had longer contracts.
Reason5) If found in impropriety, recommend refunds to all those customers who were made to pay dues, regardless of medical condition.
Reason 6) I am still recovering from this surgery (post 6 week discharge) and not able to participate in most events that this gymnasium has to offer other than weight lifting.
Regards
I am trying to cancel my membership. They require a written certified mail request to be sent in, and then they decline it based on initial contract. The contract is not shown to you at the time of the sign up, the sign up is done in class. My location is under FEMA protection and I've asked to cancel my membership as the monthly billing is not affordable to me at this time. This request has been ignored by Ms *** with member services. I've sent 2 letters now to cancel spending money on mailings and no resolution.
We do not consider Ms. complaint legitimate. We have attached the membership agreement signed five times and initialed 14 times by Ms. as well as an imprint of the credit card on file for monthly dues given. The claim that the contract is done in class is not accurate. We have attached all email correspondence between Member Services, *** and Ms.. According to the contract Ms. does not qualify for cancellation at this time. The address shown on this form as well as what we have on file is San Antonio and the city of San Antonio is not under FEMA protection. We will not cancel Ms. membership and consider this matter closed.
Complaint: ***
I am rejecting this response because: My income and family are impacted by this and it is not related to my mailing address zip code
as Ms. assumes without asking for specifics. I would like to see the part of the contract detailing disaster relief procedure this company offers. If that's not available, my request needs to be honored.
Regards
This complaint is due to a contract that I signed and I want to cancel it. Back in April I got a call from this gym saying that they have a promotion going on and they think that I would be interested in it. I went there to see what is was about and they offer me a free class and I liked it. This was a time that I was mobile with a car and I can go back and forth to the gym as I pleased. So I was like hey I can lose weight with people with the same goal with a trainer and I get I to do self defense. I made the first payment to get into the gym for the first month which was in April. This is where the problem came I went to that gym about 2-5 times and in the beginning of May my mother got into a car accident with our only car transportation. I was not able to get back and forth to the gym. The gym is 13.1 miles away from my home I was just not able to get their when I was new to the city already. So I called them and I explain to them my situation and they said in order to cancel you gym membership I must email everything to their billing center and send them everything that they need in the mail in the mean time they would freeze my account . This was in the middle of May. I ask them to freeze my account but I guess they never did and a payment was taken out of my account on May 15 of 62 dollars. I sent them an email on May 15 to cancel my membership. I got their requirements back on the 16 and I sent them their things they need on the 17. I didn't hear back from them at all so I called their billing center asking them why my account is not closed as yet and why I didn't hear from them until June. They said that they didn't receive anything from me and that I can't cancel my membership because I don't live 35 miles away and that they need a doctors note stating that I am not physically able to work out anymore. If they don't have that they won't cancel my membership. I told them I am really struggling right now and I can't make any payments or make it to the gym with no car still.
We do not consider Ms. complaint valid. The member service department received an email on May 15, 2017 requesting cancellation due to time restrictions as well as lack of transportation. An email reply was sent on May 16, 2017 with details regarding conditions in which cancellations are accepted. (Emails attached) The only email received was requesting cancellation and did not request a freeze as well. The contract signed by Ms. (attached) not only states the conditions for cancellation but also that non-use of the center’s facilities does not relieve the member from their payment obligations. Ms. spoke with American Payment Services on June 21, 2017 stating she mailed in cancellation documents, which we do not show record of receiving. Additionally, APS gave Ms. the cancellation qualifications once again letting her know that she did not currently qualify for cancellation under the terms of her agreement. Ms. membership will not be cancelled due to the fact that she signed four times and initialed 14 times agreeing to the terms, policies and procedures. We consider this matter closed.
Complaint: ***
I am rejecting this response because: yes I initially did sign my contract yes but if I'm not able to get to the gym from where I'm at without transportation why can't I cancel my membership. Why should I pay for a gym membership that I'm not even using. I fully understand the terms that I agreed upon but that was when I had a reliable car to take me back and forth now I don't. You're holding on to me for what why can't you understand that I'm struggling I'm not working anymore more and you guess are charging me for something I'm not physically using. It is very upsetting that you guess want to take money out my pocket when I don't have any money to give. I find this very inappropriate as a business. I'm not the only one that is having this problem with you guess and it says a lot about your business. I shall not pay a dime for a gym membership I have not be using for months I shall not.
Regards
Ms. states she understands the terms agreed upon when signing the contract. Her reason for cancellation is not accepted under the terms of her agreement. As stated in our previous response, the statement on the bottom right of the contract, next to her signature, states “Non-use of the center’s facilities does not relive you from your payment obligations”. Ms. membership will not be cancelled and we consider this matter closed.
Complaint: ***
I am rejecting this response because:I just want to cancel my membership. I shouldn't have to go through all this for something so minor. If you don't want to agree upon the terms that I want then I will be forced to take legal action because I'm in no state to continue going back and forth with something as I said so minor.
Regards