Cardio Express

Review: I'm now being contacted by a collection agency for cardio express almost two years after I was last charged and have left this gym. At which time I had signed a contract saying I had left the gym with all charges final as I was told. Now the collection agency is saying I owe $140 something to resolve my debt but can't tell me what the debt is for. I contacted the [redacted] location for detail as to why I'm being charged and they can't tell me directly either stating that these matters are dealt with through email only. I told them I was dissatisfied as this is a billing issue that can hurt my credit but they said it was the only way. Rather unprofessional for such a serious matter. I contacted the email and a few days later after not getting a response emailed again to get a response from Kristin who says that I owe $80 something for a month they didn't charge me for and a maintenance fee. This amount is different than the amount Carlos ([redacted]) from collections told me about. I emailed Kristin back a week ago to tell her that as well as well as tell her that when I had signed up I told them I would not be paying for a maintainence fee because I don't believe in paying that to a gym. The employee at the gym agreed to waive that for me. I never paid a maintenance fee the whole time I was there now suddenly they want to charge me for one almost two years after signing a document to quit. I've gone through previous credit card statements and it looks like they've always charged me on time as they have always auto withdrawn every month from my credit card, not once have they ever forgotten to charge me. Doesn't statute of limitations prevent business from going after people this long after the purchase as well? I thought I was done with them long ago. I actually left when the credit agency called and said I owed cardio express, I said "not possible".Desired Settlement: I'm looking to get this resolved. It seems Cardio has made a mistake and needs to research the issue further as I've told Kristin to do via email but I haven't heard back from her. This needs to be resolved more quickly as a credit agency could go after my credit and I can't have that because of an error on the part of the business. The employee I signed up with several years ago waived any maintenance fees and I've never missed a payment to this company. I want them to drop this it'stheirerror

Business

Response:

[redacted] had contacted our Member Services Department inquiring about a balance that he was being contacted about via phone and we provided him with a response on 12/8/15. At that time I had provided [redacted] with a copy of his cancellation form dated 1/28/14, which he completed at the club and authorized, stating that he had a balance owed of $82.74. This balance was for the decline of his April 2012 dues ($21.26) and May 2012 Maintenance Fee dues ($41.48) plus the two service fee associated with the declines which totaled $82.74. I had also let [redacted] know that we recently changed our collection agencies and therefore the new agency was working to retreive old debts. Though we ask our members to uphold our agreement authorized at the time of joining, as we feel that we have, in the essence of great customer service we have waived the past due balance owed and notified our collection agency of the change in order to prevent any further attempts to collect the funds. [redacted]'s credit was not effected by this process.

Business

Response:

[redacted] had contacted our Member Services Department inquiring about a balance that he was being contacted about via phone and we provided him with a response on 12/8/15. At that time I had provided [redacted] with a copy of his cancellation form dated 1/28/14, which he completed at the club and authorized, stating that he had a balance owed of $82.74. This balance was for the decline of his April 2012 dues ($21.26) and May 2012 Maintenance Fee dues ($41.48) plus the two service fee associated with the declines which totaled $82.74. I had also let [redacted] know that we recently changed our collection agencies and therefore the new agency was working to retreive old debts. Though we ask our members to uphold our agreement authorized at the time of joining, as we feel that we have, in the essence of great customer service we have waived the past due balance owed and notified our collection agency of the change in order to prevent any further attempts to collect the funds. [redacted]'s credit was not effected by this process.

Business

Response:

[redacted] had contacted our Member Services Department inquiring about a balance that he was being contacted about via phone and we provided him with a response on 12/8/15. At that time I had provided [redacted] with a copy of his cancellation form dated 1/28/14, which he completed at the club and authorized, stating that he had a balance owed of $82.74. This balance was for the decline of his April 2012 dues ($21.26) and May 2012 Maintenance Fee dues ($41.48) plus the two service fee associated with the declines which totaled $82.74. I had also let [redacted] know that we recently changed our collection agencies and therefore the new agency was working to retreive old debts. Though we ask our members to uphold our agreement authorized at the time of joining, as we feel that we have, in the essence of great customer service we have waived the past due balance owed and notified our collection agency of the change in order to prevent any further attempts to collect the funds. [redacted]'s credit was not effected by this process.

Review: After 8 months of membership at the gym I signed up for a 3 month (1/2 hour a week) training program. Two months in I asked the trainer what I needed to do to stop automatid billing when the 3 months was up and he filled out a cancellation form that he said would stop billing when the 3 months were up. That did not happen. When I got the next months bill I went to the gym on 11/13/15 and requested to speak to a manager. I was told that I could not see anyone, could not get a phone number to call but someone would call me at THEIR convience. I was not happy and no one called. When I went back 4 days later to again ask for a manager I was told that my gym membership was cancelled and should leave the facility.

I called my credit card company to dispute the October training bull and was advised they had also billed for training in November. The gym sent me an E Mail notice of refund for one month of training but so far nothing for November. I am waiting also to see if my monthly gym membership billings continue after being refused entry into the gym.Desired Settlement: Advise credit card company that bills of 191.43 for Oct and same for Nov are to be recinded and monthly bills for $10. end as of October payment.

Business

Response:

It appears as though there may have been some confusion with our cancellation policy when [redacted] asked to cancel his membership. Our cancellation policy is both on the member's agreement and online on our website for his review. In order for us to cancel a membership, PT or gym, we must have written documentation of the change with signature of approval. We do this for ourselves and our members. When the 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 forthe member to stop into a club, we require that the member 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. Unfortunately we did not receive a cancellation form or certified letter with [redacted]'s intent to cancel his membership and therefore his membership was not cancelled.Our Management Team had reached out to our Member Services Department explaining that though [redacted] had not cancelled per our cancellation policy, they wanted to find a way to provide him with a positive experience. As a courtesy we had cancelled both the personal training membership and the gym membership for him effective immediately to prevent any further billing. In addition, a refund ($191.43) for his November personal training was provided. The October personal training that [redacted] has mentioned was not processed so we waived that amount for him and cancelled the invoice.

Review: To Whom It May Concern:

This is to inform you of my dissatisfaction with your billing services provided by Cardio Express LLC and [redacted]. The contract is written one to not allow any payment changes to credit card or checking accounts on file without the changes being on file 12 days before the next billing period. This purposely creates a situation that when in good faith customer changes their credit card information before the due date. a profit is still made due to negligence of employees of both companies. I will set forth the following

1. Employees show willful blindness in not-informing customers that there is no way to avoid penalties such as a 10.00 late fee even in situations that are not caused by the customer such as; the customer being a victim of credit card fraud in which a Bank shuts down a credit card.

2. No employee of either institution takes ownership to resolve an issue in terms of billing, Blame is always placed on the other party ([redacted] or Cardio Express)

3. Employees are either educated to increase fee income by not educating customers at the time of change to credit/Automatic ACH transactions that a late fee will still be charged or Cardio express does not provide adequate training and inspections to employees to ensure that the customers best interests are kept at the fore front. This creates an environment of entrapment.

On 9/3/2014 My Credit union shut down my [redacted] Card due to fraud related to breach at [redacted]. That afternoon I drove to cardio express to update my credit card in person. I had been advised to never update my payment information with [redacted] directly as Cardio express has had many issues with them not updating payment info for other customers, this information was provided by the club manager.

According to my contracted dated 8/24/1011 my Billing and renewal date is the 1st of each month. For reasons unknown [redacted] did not bill my account on either the 1st or 2nd of the month. I have confirmed that my credit card was active both of these days..

Cardio Express Rep “[redacted]” processes my request and copied both my Drivers License and my Credit card. I asked if my billing would still be process to avoid any late fees. Upon the inspection of my account he advised that everything looked good. He also provided a receipt showing that he processed the change.

The week of September 16th I received a invoice advising me that 31.26 was due my club fee plus a “$10.00 club services fee” I also answered a collection call from [redacted] from a person who called herself “[redacted]” She was attempting to collect the full amount to which I replied that she could charge the full 31.26 due on my account to the new credit card on file. I also let her know that I would reach out to cardio to dispute the $10.00 fee on the account Her response was that she did not see my updated credit card on file but she would reach out to cardio express to gather the necessary info to process the payment.

I was alarmed to find a second letter was sent on September 30th still showing the amount owed of 31.26 to [redacted].

On 10/27/14 I personally drove to the club with the sole purpose of paying all amounts in full $31.26 and disputing the 10.00 fee on the account. Upon entering the club I spoke to a desk associate who pulled up my account. I asked for what was the status of my membership and what was currently showing in the notes on the account for communications between Cardio express and [redacted]. She advised that she did not see any communications from “[redacted]” at [redacted] and that no attempt to process this payment had been made.

The associate was unsure of why this did not happen but could only say “We have issues with [redacted] all the time” I proceeded to ask why the First associate “[redacted]” had advised me that payment would not be an issue, and why the late fee would apply even when I could prove fraud on my account via my credit union. Her only response was “Per the membership agreement you must give us 12 days prior notice on the billing date to avoid any fees.” At this time I asked to speak to her manger.

A “Club manger” then came out and gave me the same answers to my questions as the prior associate the whole time talking badly about how [redacted] processes payments on behalf of Cardio express and they are never reachable or reliable. She advised me that she could accept my payment and waive the 10.00 fee on the account. I made a payment via my card on file and was given a receipt dated 10/27/2014 for the amount of 21.26. I was told that the account was now current.

On November 3rd I received a call again from [redacted] from “[redacted]” She stated she was calling to collect on the $10.00 that was still due on the account. I asked if she had spoke to Cardio Express about this charge? Her response was “I’ve spoken to [redacted] at Cardio express headquarters, and the amount is still due”

I do not understand why

1. When I wanted to pay the 31.26 in full and then dispute the fee on both occasions that the funds where not collected?

2. Once the Manger of the [redacted] office agreed to waive the 10.00 fee this was not noted on my account and communicated to [redacted].

I will consider this matter resolved when.

1. The 10.00 fee is credited to my account at Cardio

2. I receive an invoice from [redacted] showing that I’m paid in full

3. An employee education program on problem resolution and ownership is implemented and inspected by Cardio express.Desired Settlement: I will consider this matter resolved when.

1. The 10.00 fee is credited to my account at Cardio

2. I receive an invoice from [redacted] showing that I’m paid in full

3. An employee education program on problem resolution and ownership is implemented and inspected by Cardio express.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I agree with Cardio Express it is always disappointing when

a Customer has to seek out help of a third party to resolve an issue. I made Cardio aware of this issue with

billing in person at the [redacted] club twice with a front desk associate

and once with the club manger. When my concern was not resolved, I did reach

out to Cardio’s member service via email I never received any response via this

contact. Perhaps with the large

volume of complaints that cannot be handled in person my email was overlooked.

I also spoke to Cardio’s billing company twice. There was never a

miscommunication that [redacted] member services are the same as Cardio Express

member services. It was made very clear by both parties at all points of this

process.

In my Revdex.com response from [redacted] they claimed to be in

direct contact at all times I quote “””””[redacted] Software Development, Inc. ("[redacted]") is the billing provider for Cardio Express in [redacted]. Cardio

Express has also contracted with [redacted] to follow-up on monthly billing

accounts that return for any reason. At all times, [redacted] acts at the

direction of the staff of Cardio Express. The staff at Cardio Express has

reported the $10 service charge was paid at the club. This brought Mr. [redacted]'s

account to a zero balance. A paid in full letter will be mailed by [redacted] to

Mr. [redacted] on November 18, 2014. It is our understanding that Cardio Express

will be refunding the $10 service fee paid by Mr. [redacted], although that

transaction would be handled directly between Mr. [redacted] and Cardio

Express.”””””

This was proven not to be the case, As in every contact with

Cardio I asked them to review my account remarks for notes from conversations

with [redacted]. On each occasion the four associates of cardio express could

not find any proof of communication.

My last communication with Cardio was on 11/16/14 with rep

“[redacted]” I had not had any communication from Cardio Express in regards to my

issue. I paid my outstanding fee in person. The rep on his own advised me that

the fee on record was from “over a year ago” Interesting as the charge in

question was from September of this year!!! (I had two prior billing issues in

the past of the same caliber; this fee must have been from one of the past issues

not my current one) After paying the fee, I made him aware that I wanted to

cancel my membership. He asked why, I let him know if he could review the notes

in the system and let me know where my outstanding issue stood, I would

consider keeping my membership. After “[redacted]” reviewed my account for five

minutes in an attempt to find notes (Which he found none). He cancelled my

account and proved me reference to the effect. I refused to give any further

information to “[redacted]” and let him know that I was not going to explain myself

for a fifth time about this issue.

I would like to note that yet again, it is inferred in the

above response to Revdex.com by Cardio, that members/customers should not rely on any

member of Cardio express in person, as they are not empowered to handle

customers concerns. This is unacceptable!

Everyone is the face of your company, including vendors. I do not consider

this complaint resolved, as the heart of my concern was not addressed.

·

An employee education program on problem

resolution and ownership is implemented and inspected by Cardio express. Instead of a process in which customers

are told to contact a member service department. At a minimum employees should

have the ability pick up a phone and warm transfer a customer to a direct rep that

can resolve and “own” the issue.

Sincerely,

Business

Response:

Since [redacted] had contacted the Revdex.com prior to emailing Member Services, in order to resolve this situation promptly we chose to respond to [redacted]'s original Revdex.com complaint directly.The core of our corporate culture at Cardio Express is excellence in customer service. Cardio Express is committed to a continuous education program that starts at the time of hire for all employees. We have one of our highly qualified and experienced Upper Management staff conduct a rigourous training protocol using our detailed Team Member 101 Training Manual as a guideline. Our hires are expected to read each module of the Training Guide prior to their shift. Upon 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 have. In addition to our 5 Day Initial Training period, we have ongoing staff training with both Management and Upper Management. Club Management conducts training daily addressing key customer service topics with their team. When a Manager notices that there are weaknesses on their team, they conduct a quality improvement assessment and immediately re-train on that area. Through frequently asked questions, experience, and role playing, the teams work together to improve the services for our valued members. Upper Management is constantly reviewing our strengths and weaknesses, and the concrete steps that we are going to take towards improvement. We always have Upper Management throughout our club locations to ensure that policies and procedures are being upheld. We act as resources should our staff or members have any questions or concerns. Upper 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 members.Any time a member is dissatisfied with their membership, the club, or our service, they should be immediatley provided with a Member Services FAQ Sheet. This sheet provides the member with the member services email address that they should use to contact the corporate office. Responses received to this email can be expected within two business days. Using 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 tag. By 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 inquiriy.

Review: I joined Cardio Express on October 14th. On Thursday October 15th I had an assessment done in regards to my weight loss goals with [redacted] at [redacted] Cardio express from 6pm to 7pm. I was so impressed with his knowledge on loosing weight I signed up for three months of personal training at the cost of $497.73 to be billed on the 15th of each month starting with October 15th. However, after thoroughly reading the contract I noticed whether I attend the sessions or not I will still be billed which is a p[redacted]lem as I'm in my junior year of college. My only free day to personal train would have been Thursday and I explained to [redacted] I didn't want to be locked in and preferred to wait until I have more free time. On October 16th I went to the post office on [redacted] to send a certified cancellation letter by mail to the [redacted] office. I also called [redacted] to express my concerns and he explained I can cancel the contract as I was within the three days to cancel without being penalized. By my surprise I was still billed the $165.91 on 10/27/2014. This comes after I received a email of cancellation and refund which I have included below. Please help me to understand why I'm being billed for something I cancelled within three days of signing the contract and after receiving a cancellation and refund notice? It maybe the process I have to go through which I can understand, but I want to be sure I will receive a refund as I don't want to be billed for something I didn't use.Desired Settlement: I would like a refund as I was told I would have a refund check in the mail no later than Saturday, November 1, 2014 through an email from [redacted] with member services at cardio express corporate office located in [redacted]. which is turn out to be false. This comes after [redacted] from Cardio Express in [redacted] told me a refund check was mailed to my address on 10/22/2014.

Consumer

Response:

From: [redacted]

Sent: Wednesday, November 05, 2014 9:44 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 resolved. I received a check in the amount of $165.91 from Cardio Express in the mail on 11/04/2014.

Review: I joined Cardio Express in January 2014. At the beginning of July I was relocated to [redacted] where there are no Cardio Express clubs. I stopped into the club at which I joined ([redacted]) on July 5, 2014 and attempted to show them my relocation assignment and documentation that I was moving and to cancel my membership. The employee stated that I needed to send a certified letter to the coroprate office saying that I was moving out of state and wished to cancel my membership. The employee said this letter would constitute proof of relocation. So I sent the certified letter and never heard anything back. I noticed that they kept charging my credit card each month and sent an email on Sept 9 (because they don't list a corporate phone number on the website) saying "I relocated to [redacted] at the beginning of July. I visited my home club in [redacted] to cancel my membership, but they told me I needed to send a certified letter to the corporate headquarters. I did this at the beginning of July, yet I keep getting charged my monthly membership fee to my credit card. I am requesting the amount to be credited back to my credit card for the last two charges (August 1st and September 2nd) and for this auto payment to stop. Please confirm that you will be crediting my card back." Their website says they will respond to emails within two businesses. Yet, I did not receive a response until Sept 17th which stated "Thank you for your email. Please know that your membership has been canceled for you effective for your anniversary date (1/31/15). This date reflects the end of your membership commitment. We can certainly expedite the cancellation date for you, but in order to do so we do require proof of relocation over 25 miles from any Cardio Express club location or with a medical note stating that you are unable to use the club."

I responded the same day asking "I'm confused as to why it was never mentioned that I needed to provide some other kind of proof when I sent the certified letter. Please let me know what you need as proof of relocation and how I can send it. Please confirm that I will be credited back to the date of the move since I was told the certified letter stating I was moving would count as "proof"." On Sept. 22nd they responded back saying "I apologize for any confusion. Please know that our cancellation policy is listed both on your membership agreement as well as online at our website, [redacted], under our Member Services tab for your convenience. What is proof of move? A piece of mail that has gone through the postal system with your name and new address on it. Examples include bills, junk mail, etc. You may also provide us with a copy of a lease or mortgage contract or a copy of your driver's license as proof of your relocation. A change of address with the post office is not sufficient information to cancel."

I responded with "How should I send this proof to you? Through email? Will you retroactively credit for the charges since the move as this was a result of misinformation provided by the employees of the [redacted] club?" Their response was "We ask that our members uphold our agreement, authorized at the time of joining, as we feel that we hvae. In order for us to cancel your membership we must have written documentation of the change with your signature of approval either at your home club or via certified mail to Cardio Express [redacted]."

I responded again with "I've already sent a certified letter requesting cancellation. Can I just email a copy of my license? It's hard for me to get to the post office during the day as I work long hours. If this will not work please have a manager call me to discuss. I'll also be contacting my credit card company to request a stop of charges from Cardio Express."

I never received a response back despite asking for the name and number of a manager I could discuss the matter with, or for someone to call me. I sent two requests, on Sept 23 and Sept 25 and have not gotten a response back.

Why wouldn't they tell me that I needed additional proof at the location when I tried to cancel? And why didn't they contact me after receiving my certified letter telling me I was missing"proof" so that the matter could be corrected? I brought proof of my relocation to the actual gym which they could have taken a copy of at the time. Instead they have been purposely giving me the run around and refuse to address the issue so that they can keep charging my credit card. I am at the point where I am ready to cancel my credit card so that they no longer have the ability to charge me for services that should have been cancelled.Desired Settlement: They need to stop the auto-pay charges to my [redacted] card and credit me back for the August and September charges. They will likely charge the October amount soon as well, so that would also need to be credited back.

Business

Response:

[redacted] had mailed a certified letter on 7/8/14 with her intent to cancel. At that time she was still within her 12 month commitment period. The 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 25 miles from all Cardio Express locations or with a doctor's note stating she is unable to participate in a fitness program. Upon 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 9/30/14 as a courtesy in order to prevent further billing. In addition, a personal phone call was made to [redacted] to let her know that we would refund her for September dues ($21.26) in order to go above and beyond. [redacted] approved this solution and confirmed her mailing address so that we could get the refund check out to her promptly. As 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 [redacted] 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 dues. The refund check has previously been mailed out.

Consumer

Response:

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,

Review: An excerpt from my complaint email
I write to you today regarding an issue involving product liability in your [redacted] locationThis is now my second complaint involving the maintenance of this location's equipmentIn my initial email (that was sent Friday, November 14th, 2014) I cited an issue regarding the lack of maintenance for this facility's spin bikes, specifically, the spin clipsI received correspondence that insured me that the matter was being looked into, inferring that any problems cited were going to be addressedI was thanked for being a customer but what I was looking for was some follletting me know that this situation had been managed
This morning (May 11th, 2015) I attended the 5:30AM spin class, as I have done every Monday, Wednesday and Friday since I joined last JulyAs a certified Spin Instructor, I am well aware of the importance of proper equipment needed when partaking in this activitySafety is always my priority when participating in any fitness related activity and I do not partake without the proper equipmentDuring this morning's class I clipped my cycling shoes in and was completely locked into placeAround the 5th song of the morning, the clip on my right foot became detached causing me to catapult forward onto the handlebarsMy left foot was still locked into place causing my right foot to be continuously dragged by the pedals and wheels that were still in motionAs a result of this I have sustained noticeable injuries and am experiencing great physical discomfort.Desired Settlement: A reimbursement of my monthly membership fee (as well as for my husband) dating back to my initial complain in November This amounts to $($monthly x months)
Business
Response:
Though we had wished [redacted] had reached out to us prior to contacting the Revdex.com, we did receive a Revdex.com complaint and a complaint email from [redacted] on May 11, That same day we responded via email letting her know we wanted to discuss the situation in further detail with a personal phone callAfter the President had spoken directly with [redacted] we came to a favorable resolution the following dayAt this time [redacted] and her husband remain happy members and we look forward to continuing to service their health and fitness needs

Review: I continue to receive harassing phone calls and texts from this company. I don't have a membership and I have asked them several times to stop contacting me, but the calls and texts continue.Desired Settlement: I would like the company to remove my phone number and all contact information from their records and to not contact me again in any way.

Business

Response:

We do not have a membership for the name [redacted], but we do have him listed as the emergency contact for [redacted]'s membership is currently active with a past due balance for the decline of her December 1, 2015 dues. The balance of $21.26 can be paid for either at the club or over the phone with her club manager. We do reach out using the contact information on [redacted]'s membership agreement, authorized at the time of joining, in order to do our due diligence in making sure that [redacted] is aware of her past due balance and how to rectify the situation.[redacted] may certainly make any changes to her contact information at the club or online through her secured member portal. Should she have any additional questions or concerns regarding her membership we would be more than happy to help her via [redacted].

Review: Early 2015 I changed member ship from [redacted] GYM to the new [redacted] GYM. During this change I had to sign a new contract. The information provided was that there would be no different from previous monthly fees $10.26 (including taxes), and nothing mentioned about a yearly maintenance fee ($41.48). On July 2015 my back account got hit by this obscure fee that I never had to pay back when I was a member in the [redacted] GYM for years. This is the very first time I been charged a maintenance fee for Cardio Express. I tried multiple time to contact MemberServices@[redacted].com and no responce ever. This company don't even have a formal phone number for customer service. In top of all that they make it very difficult to cancel the memberships.Desired Settlement: I like the company to give me call, and coordinate a refund for the Maintenence fee.

I like a copy of my contract for my review, and I will definetly be considering canceling the membership.

Business

Response:

Our Member Service Department does show correspondence with the member regarding his dispute of the maintenance fee associated with his membership. First, we have apologized for any confusion. We have also explained that anyone who has joined or renewed their membership after May 1st, 2008 is subject to the annual maintenance fee. Our membership agreement states that if your dues are payable monthly, you will be charged an annual maintenance fee of $39 (plus applicable taxes). The day in which the annual maintenance fee is determined is by the joining date on the agreement. The maintenance fee will also be automatically billed to the electronic account we have on file no more than once per calendar year. We apologized to [redacted] for any inconvenience that this has caused and asked him if he would like a copy of his signed membership agreement for his review. We pride ourselves on transparency and therefore make sure that all portions of the agreement are explained in full prior to requesting authorization. The maintenance fee is disclosed in bold wording on our agreements and explained in detail. A copy of the member's agreement can be provided should that be required.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.As 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 locations. I would have not change location if a lot more emphasis was give to me at the time I was changing. I beleived the bussines rep. when they said not change to my contract, and it is evident I missed the fine print.