The FitClub Gym

The FitClub Gym closed for less than a week to move in the beginning of March to a newly renovated facility. We were not closed for any days in February. During this time all members had access to our 24 hour location, just one town away.

On March 24th, all gyms in MA were forced to close doors per the order of Governer Baker, regarding the quick increase in COVID cases.

We use a third party billing company for our members dues. By the time Gov Baker realized that COVID wasn't leaving anytime soon, and we were informed, we were unable to stop the billing cycle in time for the 1st of April. This enforced even more the choice to continue to provide service & value to our members, many who use us as therapy, and not just a gym.

Maria F first messaged us via Facebook Messenger on 5/9/20. We informed her of our Virtual Club we created for our members, services above and beyond typically offered. Live Virtual Classes, daily workouts, friendly Community Challenges, Kids Activities, and Meal Preparing.

We did our due diligence in spreading the information about our Virtual Club via Social Media platforms, our website and amongst our members the best to our ability and resources. All members have always, and still do, have the right to contact us and initiate any processes for their account they choose.

More messages were exchanged and on the 12th of May, we offered to freeze her membership because she did not want to participate in anything Virtual. On May 26th, she messaged us to please cancel her membership. We were not in an eligible window with our billing company to cancel her billing for June 1st. But, we did process her cancellation for her membership and put her on the list to receive a refund, per her request.

Later that same day, we received notice from Maria F that she was going to her bank and cancel. Therefore, we paused the refund process as we were expecting to receive a 'chargeback' from the member.

Being limited to the ability to work only via internet to communicate with our members, a huge change we all had to adapt to, a large increase of emails and member requests through Social Media quickly added up. The task of having to check every members status, their agreements, and on a case by case basis definitely, again, delayed in helping each member as swiftly as we and they would prefer. Another point, having to learn a whole new process and system quickly and as efficiently as we could, while also keeping track of the countless number of members Social Media messages, instead of an email or sometimes both, especially when the member is using someone else's profile to message us, was yet another speed bump, and was the case for Maria F. So her messages were confused with the profile she was using, temporarily, and caused even more delay.

Checking with our billing company, to date, we have not received a 'chargeback', nor any further communication from Maria F.

We are happy to issue a refund like we previously agreed to, if the case is that a 'chargeback' is not the route she is taking.

Maria F paid $19 per month for the months of April, May and June. Her refund would equal $57.

Thank you.

MORE INFORMATION HAS BEEN BROUGHT TO LIGHT since our last submission.

The FitClub Gym closed for less than a week to move in the beginning of March to a newly renovated facility. We were not closed for any days in February. During this time all members had access to our 24 hour location, just one town away.

On March 24th, all gyms in MA were forced to close doors per the order of Governer Baker, regarding the quick increase in COVID cases.

We use a third party billing company for our members dues. By the time Gov Baker realized that COVID wasn't leaving anytime soon, and we were informed, we were unable to stop the billing cycle in time for the 1st of April. This enforced even more the choice to continue to provide service & value to our members, many who use us as therapy, and not just a gym.

Maria F first messaged us via Facebook Messenger on 5/9/20. We informed her of our Virtual Club we created for our members, services above and beyond typically offered. Live Virtual Classes, daily workouts, friendly Community Challenges, Kids Activities, and Meal Preparing.

We did our due diligence in spreading the information about our Virtual Club via Social Media platforms, our website and amongst our members the best to our ability and resources. All members have always, and still do, have the right to contact us and initiate any processes for their account they choose.

More messages were exchanged and on the 12th of May, we offered to freeze her membership because she did not want to participate in anything Virtual. On May 26th, she messaged us to please cancel her membership. We were not in an eligible window with our billing company to cancel her billing for June 1st. But, we did process her cancellation for her membership and put her on the list to receive a refund, per her request.

Later that same day, we received notice from Maria F that she was going to her bank and cancel. Therefore, we paused the refund process as we were expecting to receive a 'chargeback' from the member.

Being limited to the ability to work only via the internet to communicate with our members, a huge change we all had to adapt to, a large increase of emails and member requests through Social Media quickly added up. The task of having to check every member's status, their agreements, and on a case by case basis definitely, again, delayed in helping each member as swiftly as we and they would prefer. Another point, having to learn a whole new process and system quickly and as efficiently as we could, while also keeping track of the countless number of members Social Media messages, instead of an email or sometimes both, especially when the member is using someone else's profile to message us, was yet another speed bump, and was the case for Maria F. So her messages were confused with the profile she was using, temporarily, and caused even more delay.

Maria F paid $19 per month for the months of April, May, and June. Her refund equals $57. We did send out a refund check to Maria F on Jul 18th, 2020, check #*** for the $57. Today, to date, we still have no record that it has been cashed by Maria F.

Thank you.