Cardio Express

Complaint: [redacted]
I am rejecting this response because: I do understand that the office was closed from 9/1 - 9/12...

because I called, yet I still haven't received formal confirmation that I am no longer a member of Cardio Express when my letter was received by your office AUGUST 8 2016. My request was the termination of my contract and I have not received confirmation of such, just two emails stating a refund of payment.
Sincerely,
[redacted]

Cardio Express has done it's best to come to a resolution with [redacted]. Unfortunately she is unable to uphold our rules and regulations. Since this issue has been ongoing, per our agreement, we've terminated the membership.

It is always disappointing when a member does not reach out to our Member Services Department before contacting the Revdex.com. Our Member Services Department is always eager to assist our members in creating a raving experience. Unfortunately we did not know about [redacted]'s experience prior to this...

complaint, and we're very sorry for any confusion or miscommunication that may have occurred. Had we known we could have ensured that [redacted]'s concern be addressed appropriately.Service fees are reviewed by our Member Services Department only. Members who have billing concerns at the club level are directed to our Member Services Department for prompt resolutions. Since [redacted] never contacted us, we never knew there was a problem.  After reading his situation, it is my understanding that the card he had was changed via his bank and that he had been in correspondence with our billing/collections agency, [redacted], rather than contacting our Member Services Department. Since there is a [redacted] Member Services, perhaps there may have been some confusion. [redacted] processes due per our agreement and attempts to collect any past dues via phone and letter. Cardio Express understands that there may be times when an account is effected and a new card needs to be issued. Our policy at Cardio Express is that if your card is stolen or compromised by the bank we can certainly remove one service fee per membership. Again, this process is only done via our Member Services Department. Since [redacted] has been a loyal member in good standing with our company for over 3 years, we would have gladly waived the service fee for him. Then, we would have requested that he update us with his new billing information so that this billing issue would not continue to be a problem moving forward.At this time it looks as though [redacted] has paid his service fee ($10) associated with the dues decline. [redacted] has confirmed that they recognize the payment on their end as well.  With that being said, in the essence of great customer service, instead of mailing him a refund check for the service fee, we've gone ahead and credited his last billing cycle 12/1/14. This is a value of $21.26.  We hope that [redacted] will contact us directly with any additional questions or concerns that he may have. Again, we're always happy to help our members.

On 9/26/13 [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 convenient. The 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'convenience. As stated in our membership agreement Cardio Express does not accept cancellations via phone, email, or fax. In order for us to cancel a membership we must have written documentation of the change with signature of approval. When 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 records. If 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 cancellation. When 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 fee. Months later, in January, we received a chargeback notice regarding [redacted]'s membership. Immediately we reviewed our documents and found that [redacted] had not followed through with canceling her membership as advised in the email sent on 9/27/13. 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 10/10/14 in order to prevent any further billing to the account. 
Please let me know if any applicable documentation is necessary for review.

Complaint: [redacted]
I am rejecting this
response because:There is no mention about the classes in the contract and the
details given are not true. I signed at Cardio Express due to these classes.If
one is late for class the person in the wait list gets in. Question of delay or
waiting for someone to arrive is not true.  Due to summer every class is
empty and barely has two or three people in it.I did talk with the manager once
and the owner who requested that I not sign up for the 4pm class as I had
difficulty getting back in time from Hartford.  I no longer signed up at
4pm.  The owner further said that he wants customers to be happy and to
call him if I needed to talk and he was sorry about the way this situation had
been dealt with.  I continued with exercise classes and using the gym
facilities.  Two weeks later I got the call saying my membership had been
terminated and I would get a letter explaining the reasons.  I did not get
any letter.  There is a difference between "ter[redacted]on" and
"cancelled"membership. This implies something was done by the member.
 I have not gone against their contract and not violated it in anyway.
 Rather, Cardio has singled me out to take this humiliating and punitive
action which is arbitrary, capricious and discriminatory.  The company is
unethical and has dubious practices and harassed me for being late to exercise
class! Company has no written rules or regulations for the classes and make up
rules and regulations as they please.  This further shows their capricious
and arbitrary behavior.  I feel deeply humiliated and embarrassed and
would like this business owner to acknowledge his mistake so he does not
practice this unethical and rude behavior with anyone else.  I have all
email conversations with Member Services and will try to attach it to this
email.  I ask that Revdex.com take action against unscrupulous business owners
such as Cardio Express who should realize to treat every member of their
business in the same way.  Please note that even in their response to my letter Cardio interchanges the two words "ter[redacted]on" and "canceled membership" as though there is no difference between the two words.  Their lack of respect for due paying members is unethical.  If they want to terminate my membership due to being late for class, then that should be stated clearly in the contract.  I am attaching the email correspondence I have had prior with Cardio Express. 
Sincerely,
 
[redacted]

The accusations made by [redacted] are false. Cardio Express canceled [redacted]'s membership due to inapporpriate behavior on 4/1/14. A letter was mailed out to her to make her aware of the termination of her membership on 4/1/14. A refund check was mailed out to [redacted] on 4/2/14 for her March and...

April dues which goes above and beyond her request.

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

[redacted] had originally become a member at Cardio Express on 10/16/12. That membership was terminated due to nonpayment effective 2/28/13. As stated in our membership agreement, if for any reason, a member fails to pay their monthly dues or maintenance fee when due, we reserve the right to suspend...

the membership and refer the amount owed, along with any applicable service charges, to a third-party for collection. If the full amount owed to us is paid within 30 days after it becomes due, the member will be allowed to continue their membership, but we will require them to provide us with updated bank or credit card information. If not, we reserve the right to terminate the membership for nonpayment. After 3 months of dues declining (December 2012, January, and February 2013) and no payment made by [redacted], the membership was canceled effective 2/28/13 for nonpayment. The balance of $93.78 remained.
When a member's dues are declined the member is flagged with a red screen in our system. This allows our staff to make the member aware of their balance until it is paid in full. Also, the decline is flagged by [redacted] who attempts to contact the member for collection of the balance via phone and mail multiple times.
On 4/27/13, [redacted] rejoined with our Amnesty Program promotion that was running at the time. The Amnesty Program allows past members with balances the ability to rejoin at discounted rates. The Amnesty Program waives the past member's balance and allows the member to rejoin with our current prices and promotions. [redacted] took advantage of this offer. When she joined she did not pay an enrollment fee or processing fee. Her payment of $25.73 included her prorated dues and applicable CT sales tax.  Her agreement explains the annual maintenance fee in section 2, Maintenance Fee, which is scheduled for September 15th of each calendar year in the amount of $39 plus applicable CT sales tax. 
In [redacted]'s compaint I see that she mentions that she received new banking informaiton and that she called to inform "them" of the change. Cardio Express does not have record of a change in billing information. The only information we have is that which was authorized at the time of joining on 4/27/13 which is a Mastercard ending in 9778 with an expiration date of 12/15. Cardio Express can only accept changes in billing information either at the club by authorizing a payment/change form or online through the member's secured member portal account. We do not accept billing information via phone, email, or fax due to privacy and security reasons. 
She also states in her complaint that Cardio Express has hidden fees. Cardio Express prides itself on being a transparent compnay where all information is provided to the member via their membership agreement at the time of joining. The fees paid at the time of joining are outlined on her agreement. The maintenance fee is outlined in section 2, Maintenance Fee. This agreement has been authorized with [redacted]'s understanding in several sections. 
[redacted]'s membership had again declined for October, November, and December 2013 dues. Her membership was canceled effective 12/31/13 due to nonpayment for a second time. The balance currently resides at $93.78.  [redacted]'s membership has been flagged in our system with a red screen and [redacted] has attempted to notify the member of the collection. At this time no payments have been made. 
[redacted] has failed to pay for the services associated with her membership twice. The first time we waived the balance as part of the Amnesty program. This second time we ask that [redacted] pay her balance either at the club, over the phone with her club manager, or online through her member portal account. Once the balance has been paid in full we'd be more than happy to get her started again. 
Upon request applicable documentation is available for review.

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 3 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 payments.
I do appreciate the help of the Revdex.com and do not require further assistance.  
Sincerely,
[redacted]

cardio express have really bad costumer service bad bad bad bad

In order for us to cancel a membership we must have written documentation of the change with signature of approval. Cancellations can therefore be completed at the club or via certified mail. When a member comes into the club to cancel, they will receive a copy of the completed cancellation form so that they have documentation of the cancellation for their records. If it is 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 cancellation. When the member sends a letter certified they will receive a confirmation in the mail that the club received the letter which provides them with the confidence that it will be processed.
[redacted] mentions that she has sent two letters to Cardio Express, in accordance to our policy. We do not have record of these letters or any written attempt to cancel on file. We'd be more than happy to review the certified mailing numbers on the letters she had sent us with the post office for her. We just need her to provide us with that information. Or, we'd be happy to review her confirmation she would have received in the mail had the certified letters been received. Again, at this time we have no proof of cancellation. Though we ask our members to uphold our agreement, as we feel that we have, in the essence of great customer service we had gone ahead and canceled the membership for her effective 2/10/14 in order to prevent any further billing. Her balance resides at zero.

We have a signed agreement* for a monthly membership with a 12 month commitment. Though we ask our members to uphold our agreement, authorized at the time of...

joining, as we feel that we have, [redacted] membership was canceled as a courtesy immediatley to prevent any further billing. In addition she was refunded the money paid back to her card on file and an email confirmations was sent to her at that time, on 2/17/16.*Please let me know if you have need any documentation.

From: Member Services [mailto:[redacted]] Sent: Wednesday, July 06, 2016 1:23 AMTo: [redacted]Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint [redacted]Thank you for contacting our Member Services...

Department. Please accept this email as confirmation that your inquiry was received. Our members and their concerns are our highest priority. Your message is important to us and we will respond as soon as possible.  We appreciate your patience and thank you for choosing Cardio Express!-- Kristen

At the time I filed bankruptcy in March 2014, my minor son and I were members of Cardio Express. All my creditors at the time were included in my bankruptcy filing, so Cardio Express was notified by the Hartford County Court. Some 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 agency. I informed the Cardio Express employee who called me that my son was a minor, and that membership contract balance had been eliminated by bankruptcy. That was two years ago. After 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 options. The first option, called "The Amnesty Special," was that they would "waive entire outstanding balance" if I had any interest in rejoining any of their clubs. The second option was to pay outstanding balance. They did not include an outstanding balance amount in the email, which according to the terms of bankruptcy is zero. My 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.

One of our most popular member only benefits at Cardio Express is access to our small group training class program. We understand that many of our members are either new to fitness or enjoy the support and motivation that only a trainer can offer. Our class schedule is designed for all members of...

all fitness backgrounds and fitness goals. Our certified trainers take each member through classes ranging from the basic introduction of how to use the machines found within our clubs to more advanced classes for a dynamic workout. Either way, with only four members to each class, the unique fitness experience is effective and fun. These classes are so popular that they are reserved for only four members in each class with one certified personal trainer. The small group class size provides a very personalized and goal specific learning environment where our members can be comfortable. The goal is to educate and encourage newer members to create their own fitness routines![redacted] has been taking classes on a regular basis, but she has had a history of signing up for classes and not being on time. We ask that our members sign up for classes up to one week prior to the class in order to ensure their spot. We have alternative spots for other members should one of the already signed up members have a change of plans and not be able to make it. By [redacted] showing up late for the classes it interrupts the other members and delays the class. By sometimes not showing up at all she has held a spot that could have been given to a member who is already  at the club as an alternative and would like to take the class.  Our Manager has explained our rules and regulations regarding class attendance to [redacted] on several occassions. [redacted] has explained that sometimes she is caught up in traffic on her way to the scheduled class appointments. We understand that things happen, but since the problem has become routine we've reached out to [redacted] to discuss an alternative. We've asked that [redacted] kindly schedule class appointments at more convenient times that she knows she can make or let us know when she won't be able to attend so that other members who pay for the services can use them too.
Our Member Services Department has spoken with [redacted] with efforts to try to resolve this situation. The President of Cardio Express has also spoken with [redacted] on 3 separate occassions asking that our rules and regulations be upheld. Since [redacted] is unable to comply to our class rules, after written and verbal communication, we've been forced to terminate her membership.  The last correspondence Cardio Express had was a courtesy phone call from our Member Services Department letting [redacted] know that her membership had been canceled. The conversation was very simple and very short. Our Member Services Department mentioned that a letter would be mailed out to her within the next few days explaining her ter[redacted]on and that she could certainly follow up should she have any questions regarding that letter.

[redacted] contacting our Member Services Department on 1/2/16 stating that she would like to cancel her membership because she no longer uses the gym. Her email stated, "dear...

member service I would like to cancel my membership I know longer use the gym [redacted]" Our Member Services Department responded to [redacted] with our cancellation policy instructing her how to cancel her membership. [redacted] later contacted the Revdex.com, without any further contact with our Member Services Department, stating her intention to cancel her membership due to medical reasons and her request for a refund. Unfortunately, we were not aware of her medical situation or her request for a refund prior to the Revdex.com complaint. Without her stating what she wanted and why, we were unable to further assist her.Please know that a refund was provided to [redacted] on 1/13/16 and her membership was canceled after seeing her request through the Revdex.com on 1/12/16. We ask that [redacted] contact us directly should she have any additional questions or concerns. We're always happy to help our members.

I would like both of my accounts to be terminated immediately.  It is still unclear to me how a business can run effectively and no one know what is going on from a billing standpoint.  I would like my accounts closed and my credit card information taken off file for fear of charge without reason.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I had 7 weeks of  policy's inconsistently being used upon me when bringing a guest in on the weekends. Never once did we not comply. However I had spoken to the present manager about the 4th episode and she said she would take care of my concerns. The inconsistency continued up until the last time we attempted to workout . This involved the manager now(unknown to me) In all the times we had tried to master there policy on bringing in guest I am asked for the first time for a photo of me or I can not work out. I am shocked as you might imagine. In all the times we were asked to fill out our guest agreement I was never asked before. I asked to have my photo on another day and was denied that option so we left. I came back two weeks later only to ask how I go about terminating my membership. I was explaining my reasoning to a very pleasant [redacted] when I see the woman who wanted to take my photo was standing there so I included her in the conversation. My complaint was mostly directed at her for her lack of training staff and having clients being treated inconsistently and pressing certain policies as it suits them. For this I was terminated there was no inappropriate behavior. There was Me, a client dissatisfied with the way I was being treated making a legitimate complaint with no yelling or screaming. One professional to another..I had hoped. And the way the manager handle the situation was to terminate me. It is absurd the accusation that has been made on me. Then to add to the situation I contacted the owner who contacted me once , where he needed to leave me a message. On returning his message I tried twice to call him back with no return call. I feel the whole organization when it comes down to it could care less about customer service and I wish them the best of luck in the future,
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]

Both memberships have been canceled effective immediately in order to uphold the member's request.