Cardio Express

Since *** had contacted the Revdex.com prior to emailing Member Services, in order to resolve this situation promptly we chose to respond to ***'s original Revdex.com complaint directly.The core of our corporate culture at Cardio Express is excellence in customer serviceCardio Express is committed to a continuous education program that starts at the time of hire for all employeesWe have one of our highly qualified and experienced Upper Management staff conduct a rigourous training protocol using our detailed Team Member Training Manual as a guidelineOur hires are expected to read each module of the Training Guide prior to their shiftUpon arriving for their shift together the Trainer and the new staff hire will go over the module in detail, answer the quiz questions, and then come to their next shift with any questions or feedback that they may haveIn addition to our Day Initial Training period, we have ongoing staff training with both Management and Upper ManagementClub Management conducts training daily addressing key customer service topics with their teamWhen a Manager notices that there are weaknesses on their team, they conduct a quality improvement assessment and immediately re-train on that areaThrough frequently asked questions, experience, and role playing, the teams work together to improve the services for our valued membersUpper Management is constantly reviewing our strengths and weaknesses, and the concrete steps that we are going to take towards improvementWe always have Upper Management throughout our club locations to ensure that policies and procedures are being upheldWe act as resources should our staff or members have any questions or concernsUpper Management also reaches out to the clubs to place emphasis on core training topics that we feel need to be reviewed based on the feedback that is provided to our Member Service Department by our membersAny time a member is dissatisfied with their membership, the club, or our service, they should be immediatley provided with a Member Services FAQ SheetThis sheet provides the member with the member services email address that they should use to contact the corporate officeResponses received to this email can be expected within two business daysUsing email allows us to provide members with a fast and efficient response to question or concerns and to provide a prompt response without playing phone tagBy corresponding through email it allows us to record the concern, to research and rectify any situations that may be occurring at the club level, and also it allows us to review the membership file in order to provide an appropriate response to any membership or billing inquiriyWhile it is our objective to never have a dissatisfied customer, we understand that sometimes things happen and in these moments our greatest goal is to provide a solution that results in a satisfied customerWe believe that we have fulfilled all of the member's requests at this time

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]

On 9/26/ [redacted] had emailed our Member Services Department to let us know of her relocation to [redacted] and her want to cancel her Cardio Express gym membership since it would no longer be convenientThe next day, on 9/27/13, a response was emailed back to [redacted] which explained our cancellation policy so that she may move forward with her intent to cancel her membership Our cancellation policy is listed both on our membership agreement, which is authorized at the time of joining, as well as online at our website, www.mycardioexpress.com, under our Member Services tab for our members'convenienceAs stated in our membership agreement Cardio Express does not accept cancellations via phone, email, or faxIn order for us to cancel a membership we must have written documentation of the change with signature of approvalWhen a member comes into the club to cancel, they will receive a copy of the completed cancellation form so that they has documentation of the cancellation for their recordsIf it not convenient for the member to stop into a club, we require that they send a cancellation letter certified to prevent any delays from processing the cancellationWhen a member sends a letter certifiedthey will receive a confirmation in the mail that the club received the letter which provides the member with the confidence that it will be processed.Our cancellation policy states that the member is billed for the month in which they cancel plus one more month, and if the maintenance fee is payable during a month in which they are billed for dues, they are also billed for the maintenance feeMonths later, in January, we received a chargeback notice regarding ***'s membershipImmediately we reviewed our documents and found that [redacted] had not followed through with canceling her membership as advised in the email sent on 9/27/Though she did not follow through and uphold her end of our agreement by canceling her membership, in the essence of great customer service we canceled the membership for her effective immediately on 10/10/in order to prevent any further billing to the account Please let me know if any applicable documentation is necessary for review

From: [redacted] Sent: Wednesday, November 05, 9:AM To: [email protected] Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] Good morning, This complaint has been resolvedI received a check in the amount of $from Cardio Express in the mail on 11/04/

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 meI still disagree with the way they handled the situation and the effort it took to reach a resolutionHad it not been for the complaint I do not believe I would have received satisfactory resolution to the matter Sincerely, [redacted] [redacted]

At the time I filed bankruptcy in March 2014, my minor son and I were members of Cardio ExpressAll my creditors at the time were included in my bankruptcy filing, so Cardio Express was notified by the Hartford County CourtSome time after the bankruptcy was completed, I received a phone call from Cardio Express informing me and my son that the account was being turned over to a collection agencyI informed the Cardio Express employee who called me that my son was a minor, and that membership contract balance had been eliminated by bankruptcyThat was two years agoAfter no further contact since that phone call, today both my son and I received emails from a Cardio Express General Manager of the Tolland location (of which I was not a member), notifying us of outstanding balance and offering two optionsThe first option, called "The Amnesty Special," was that they would "waive entire outstanding balance" if I had any interest in rejoining any of their clubsThe second option was to pay outstanding balanceThey did not include an outstanding balance amount in the email, which according to the terms of bankruptcy is zeroMy concern is first the fact they proceed with collection efforts on an outstanding balance that doesn't exist, knowingly including in these actions minors not legally responsible; and second, that they ignore court documentation as part of their collection policies, or have internal communication/documentation such that court notices are not properly recorded so that accounts are accurately managed

Complaint [redacted] I am rejecting this response because: This has been going on since March 2016, with me going to the gym monthly from March-May to resolve this issue The response by the staff hasn't been good; they've been given the same card each month it's not the billing company's fault, it's the people at the gym taking the card that have been unable to rectify the problem I was a witness to my daughter Stefanie, who cancelled her membership and was told it was paid in full, continually harassed over the cancellation policy, the inconvenience to my daughter and I should be worth more than $ To fully resolve this issue, you'll need to waive the last cancellation payment for my daughter and stop harassing her over $ I have been a member for over years and I don't feel I should have had to come back repeatedly to have my issue resolved; as a result you've lost two members instead of having a total of three from my family In closing, it hasn't been Kristin or the payment company's response that's been the problemIt has been the staff at the gym that has been the problem If someone from corporate had called me directly the first time we wouldn't be in this positionMy phone number has been on every email, and every messageMy last correspondence was with Margie on the phone, (the gym manager) - and yet my son had to pay the balance of his membership in June because once again, he was told the membership hadn't been paid (which was on my card)So no, the problem wasn't resolved after May, once again Thank you Sincerely, David G***

We do offer Day Free TrialsAs stated on the back of thetrial card, in order to redeem this trial opportunity we require that the guest be at least years of age with a valid CT IDThe offer is available for guests who have not visited any Cardio Express club within the past monthsIt is only valid at the joining locationTanning, Spinning, and small group training classes are not includedThis trial opportunity cannot be combined with other offersThe trial card must be present and the guest must take a tour of the facility Our records show that a XZone membership (year commitment) was authorized on 10/27/This membership was free ("sign and go") at the time of joining with the first billing cycle scheduled to process on 12/1/Cancellation instructions are explained in the membership agreement which were also authorized We do not have any documentation regarding a cancellation request form this memberThe membership was automatically canceled by our systems due to nonpayment effective 3/14/As stated in our membership agreement, if for any reason, you fail to pay your monthly dues or maintenance fee when due, we reserve the right to suspend your membership and refer the amount you owe, along with any applicable service charges, to a third-party for collectionIf you pay the full amount owed to us within days after it becomes due, you will be allowed to continue your membership but you will be required to provide us with updated bank or credit card informationIf not, we reserve the right to terminate your membership Though we ask our members to uphold our agreement, as we feel that we have, in the essence of great customer service we've gone ahead and waived the balance owed and notified our billing agency of this change so that no further collection attempts from [redacted] will occur moving forward **A copy of the authorzed membership agreement or a copy of a Day Trial Card can be provided upon request

Complaint: [redacted] I am rejecting this response because: I have a receipt for the trainer cancellation that is signed by both the trainer and myself I was still billed for two months after that and after the first extra bill I asked to talk to a manager at the gym.The attendant on duty said I could not meet, call, or write but that a manager would call me at their discression That never happened Four days later I went to the gym to try again and was told that my membership was revoked and that I was not allowed in the gym any more At that time I demanded, and got a signed receipt of membership cancellation which said immediate At that time I called my visa card company and contacted you I have gotten e-mails this week of credits for my bills in error (my words) Things appear to be resolved but I want to stay on record that I do not believe that this has been my fault I am now a member of another gym that does not do automatic paymentsI do appreciate the help of the Revdex.com and do not require further assistance Sincerely, [redacted]

*** had originally contacted our Member Services Department on 6/22/stating that he would like to be removed from our marketing distribution list and that he was displeased with our billingI explained the benefits of having an
email address on file and asked if he was sure he wanted to unsubscribeI also immediately reviewed his membership file to find that his membership dues had declined for both 5/1/and 6/1/I responded letting *** know that his service fees associated with the declines had been waived and that our billing agency, *** ***, had been made aware of the change in his balance so that they too could update his file on their endAt the time in which the service fees had been waived *** was a member in good standing with our company and we were more than happy to correct the issue for him promptly
About one month later, on 7/23/13, *** reached out to our Member Services Department againHe stated that he was still being contacted by *** *** regarding a balanceI explained to *** that his balance was for the remaining dues which had not been paid (5/1/and 6/1/13) and explained that he could make the payment either at the club, over the phone with his club manager, or online through his secured member portal account*** responded by saying that he had set up a checking account to be used for his monthly dues, but that someone had changed that information and he would like it to go back to the original method of billingI explained that his membership is processed through *** as agreed upon at the time of joiningThe method of billing authorized on file at the time was a checking account and that we would continue to use that method of billing until a new method of billing was authorizedI again explained that the service fees associated with the 5/1/and 6/1/dues declines had been waived, but that he was still responsible for his monthly dues totaling $Payment options were explained again.
On 5/21/the balance of $which *** was previously made aware of and had been contacted about many times, but had not paid, was waived by Cardio Express as a courtesyHe therefore had received months of membership services at no cost.On 8/15/14, nearly a year later, we received an email from ***He stated that his checking account was charged too much on 8/15/in the amount of $I apologized for any confusion and explained that the charge was his annual maintenance feeAnyone that had joined or renewed after 5/1/was subject to an annual maintenance feeI referred back to his agreement that states that if his dues are payable monthly that he will be charged an annual maintenance fee of $(plus applicable taxes)The day in which his maintenance fee was determined is by his joining dateI also explained that the maintenance fee is automatically billed to the electronic account we have on file no more than once per calendar yearI asked *** if he would like a copy of his agreement for his review.*** responded by saying "I'm cancelling my membershipPlease refund prorated annual membership fee."As explained to ***, we ask that our members uphold our agreement, authorized at the time of joining, as we feel that we have. Our Cancellation Policy is listed both on our membership agreement as well as online at our website, www.mycardioexpress.com, under our Member Services tab for our members' convenienceOur Cancellation Policy states that you are billed for the month in which you cancel plus one more month, and if the maintenance fee is payable during a month in which you are billed for dues, you will also be billed for the maintenance feeThe Cancellation Policy was reiterated in bold letters when *** completed a cancellation form at the club on 8/15/*** received a copy of his cancellation for his recordsHis membership was scheduled to end effective 9/30/as authorized on the cancellation formSince his maintenance fee was scheduled for August 15th of each calendar year per his agreement, he is responsible for the payment of his 8/15/maintenance fee ($41.48). Both ***'s signed agreement and cancellation form have been provided to him for his review.*** responded on 8/21/saying, "I have had numerous billing problems with this membership." I asked *** to share his numerous billing problems so that we could look further into this for him, because we only show an interruption of 5/1/and 6/1/dues which in the end, he didn't have to pay for, but unfortunately I did not receive a response until this Revdex.com complaint
In conclusion, we have worked to provide *** with nothing but a great experience and do not feel as though *** should receive a refund for his annual maintenance fee that he agreed to

*** had started on 3/23/as an Express member ($10.64/month) in our *** locationOn 8/15/she requested to transfer and upgrade to an XZone member ($21.26/month) in our *** locationUnfortunately we did have an error during this transfer and upgrade processThe old Express membership
was not canceled on 8/15/as it should have beenIn fact, the *** membership ($10.64/month) continued to bill until it was brought to our attentionTherefore, *** was still billed for the $from 9/1/until 3/1/when it should have only been the new XZone membership priced at $21.26/month starting on 9/1/There was a total of $processed in error for the old *** membershipWe immediately apologized for this error and refunded that amount to ***She has confirmed that she received the refund check in the mail
Though we billed both of her memberships between 9/1/and 3/1/14, she was still responsible for payment of the new XZone membership ($21.26/month)We have refunded for the old membership which was charged in error
She has mentioned that she paid for another memberShe didThe other member had a *** XZone membership priced at $21.26/month from 3/15/until 7/31/He then had a *** XZone membership priced at $21.26/month from 5/18/until 6/5/He was canceled as soon as we were made aware of his passingNo further billing was processed for this membership following 6/1/duesWe do have A/R History that shows no further payments were made.
I believe that there is some miscommunication between the member and myselfWith that being said, I had asked that *** provide us with bank statements showing wrongful billing following her disatisfaction with the resolutionThe records that she has provided do match the A/R History that we show between her *** and *** membership. I'd be more than happy to provide this payment history upon request*** has received this information as well

Following a situation that had occurred at one of our clubs, we as an organization felt that it was best to cancel *** ***'s membership immediately due to inappropriate behaviorThe membership was terminated on the morning of 2/27/A letter was mailed out to *** that day to make him aware
that his membership had been terminatedLater in the day *** had sent an email to our Member Services Department and filed a Revdex.com complaint*** was not billed following his immediate termination on 2/27/

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
Sincerely, * ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs leasson's learn and my feedback to the bussines I recommend better communication/information should be given to those like me that could loose their benefits of no maintenance fee because they are changing locationsI would have not change location if a lot more emphasis was give to me at the time I was changingI beleived the bussines repwhen they said not change to my contract, and it is evident I missed the fine print.
Sincerely,
*** ***

This is the first time our Member Services Department has been made aware of the experience these two members have had over the past two months We apologize for any confusion or miscommunication that may have occurred, and had we known sooner, we could have certainly resolved this much more
promptly. Our Member Services Department is always eager to assist our members in creating a raving experience.Cardio Express understands that there may be times when an account is effected and a new card needs to be issued. Our records show that following information for both memberships: A payment/change form was authorized at the club level on 8/11/This document requested a new method of billing be on file for the membershipNo payment was made. Then, on 8/28/another payment/change form was authorized at the club levelThis document requested a new method of billing be on file for the membership duesA payment of $was recorded. It looks like the payment was not fully processed accurately through our *** system, however, in the essence of great customer service please know that both memberships have been reduced to zero balances and are once again in good standingOur billing/collection agency has been notified of this changeWe ask that the members contact our Member Services Department immediately should they have any additional questions or concerns so that they can be rectified promptly and to their satisfaction

*** *** was billed incorrectly for the month of August due to a staff error She received a late fee on her account in the amount of $because our billing company was unable to honor her monthly payment of $for the month of September In accordance with Amanda's
membership agreement, our member's will incur a $late fee if our billing company is unsuccessful in pulling the funds from their account on the due date Amanda was responded to by our Member Services Department on October 6th indicating that her $late fee was refunded back to the card we have on file and we credited Amanda a free month for November's payment A phone call was placed to Amanda's number that is provided in the complaint to verify this information on October 17th at 11:30am by our Vice President, Desiree Sabo, and Amanda's voicemail was full and could not accept messages at that time.
This is notice that Cardio Express closed the matter with *** *** by refunding the $late fee and giving Amanda a free month in November
Thank you,
Member Services Department
Cardio Express Fitness Centers

*** opened a membership with Cardio Express on 11/29/Per her membership agreement, her billing start date was 1/1/15. Unfortunately there had been some uncontrollable delays with the town and state resulting in a push back of our *** *** grand opening date
Throughout this process we provided our members and guests with as much information as we hadWe encouraged our members to like us on Facebook or call the club for up-to-date grand opening informationMid-January we opened our East Hartford doors for tours of the club and provided an anticipated opening for workouts within the next 7-daysWe were in the process of waiting for the town to provide our final permits require to be open to the publicThen, on January 31, we opened our doors for workouts!Our *** club manager had reached out to me letting me know that *** stated she contacted our Member Services DepartmentAfter review of our emails no correspondence was foundI asked our Manager to kindly request that the member send another email so that her concern could be recitified promptly with an apology for any inconvenienceOur Manager also reminded the member that we use email as our main correspondence with our membersThis email system allows us to provide members with a fast and efficient response to questions and concerns without playing phone tagBy corresponding through email it allows us to record concerns, to research the concerns, and to rectify any situations that may be occurring at the club levelIt also allows us to review the member's file (contact information, payment history, billing information, etc.) in order to provide an appropriate response.We are very sorry to hear that ***'s concern had slipped through the cracks, and with that being said, we're more than happy to provide her with her requestAt this time *** had paid for January and February duesWe'd be more than happy to provide her with a refund check for both months paid in the mail within the next 7-business daysWe hope that she will consider us again in the future

*** had mailed a certified letter on 7/8/with her intent to cancelAt that time she was still within her month commitment periodThe end of her commitment is reflected by her Anniversary date (1/31/15) which is stated on her membership agreement, authorized at the time of joining
Per our cancellation policy she is able to cancel prior to her anniversary date as long as she provides proof of relocation over miles from all Cardio Express locations or with a doctor's note stating she is unable to participate in a fitness programUpon receiving her letter we canceled the membership effective for her Anniversary Date because no additional information (relocation or medical) was provided.
We ask that our members uphold our agreement authorized at the time of joining, as we feel that we have, however, as a courtesy following further correspondence via our Member Services Department we had expedited the cancellation for 9/30/as a courtesy in order to prevent further billing In addition, a personal phone call was made to *** to let her know that we would refund her for September dues ($21.26) in order to go above and beyond*** approved this solution and confirmed her mailing address so that we could get the refund check out to her promptlyAs stated in our cancellation policy, "you are billed for the month in which you cancel plus one more month, and if the maintenance fee is payable during a month in which you are billed for dues, you will also be billed for the maintenance fee." Since *** mailed her intent to cancel in July she would still be responsible for her August dues.
Following the phone call we received this Revdex.com complaint. Again, though she did not uphold our cancellation policy, which is explained on her agreement and online at our website, we have gone ahead and provided her with an early cancellation of the membership and refunded her for her last month of duesThe refund check has previously been mailed out

Complaint: ***
I am rejecting this response because: If I understand that what this business is trying to state and argueBut the fact of the matter is "i guess" conversation and communication between myself and this business that did not happen via documentationIf verbal conversations that happened between me and this business (including some additional emails) that they did not mention, will NOT help or do anything to change this caseThen I guess there is nothing I can do anymoreBut I still find it frustrating, that it has been over months an I have yet to verbally speak with anyone about this issueAll of this has simply been via email, which gives them the option on if they want to respond or notI express my concern express my issue and all they respond with is the "cancellation form" and stop all forms of communication after that
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I did visit the business in person on September 30, At that time, the employee who spoke to me told me that my driver's license (showing my ** address) was not a valid means of identification showing that I no longer reside near a CardioExpressI also sent at least two letters to the company, in accordance of their policy, and despite this, have still been chargedI have attempted to follow their guidelines, but have not been allowed to cancel.
They are only reiterating the steps I have attempted to follow, without actually doing anything to help
Sincerely,
*** ***