PUMPS Real Fitness for Women

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted]

The member indicated she wanted to purchase another personal training package which was processed by our manager and scheduled for her personal trainerShe was told she needed to finish paying for the package which she already finished (we offer 0% financing as a courtesy) and she didShe then mentioned she might be purchasing a condo so she wasn't sure if she wanted to purchase a large or small amount of sessions After a couple of weeks (her trainer was essentially put on hold while waiting her decision) she decided not to purchase anythingOur General Manager ( [redacted] ) told her we would forget the training package she said she originally wanted (which was on hold pending her signature) and we would release her trainer from her on-hold status which would free her to take a new clientThe member was released from the training package but not the remainder of her membership agreement

Although the Revdex.com is not a forum for subjective feedback regarding customer service, I will respond first to that aspect of this complaintWe recognized that of our evening customer service reps were not performing up to our standards so that issue has been resolvedThere is no excuse for underperforming staff and we apololize for that experience.Yes, we have relocated and expanded our locations and do our best to give as much advance notice as possibleFor our recent merger, we gave all members weeks notice as all were notified via [redacted] mail and [redacted] Everything was clearly outlined in those notificationsWe use the home address and email correspodence we have that has been provided by the memberRefunds were given (typically last months dues that were pre-paid) to every sinle member that that either sent us a letter or filled out a cancellation form in personWe estimated that 30% of our membership would not travel to the new location (miles away) so we explained we needed days to process all the requestsOur accounting department had to research each request individually as the circumstances varied from member to member.The issue on our end is that no letter or cancellation form exists for this memberWe have processed hundreds of requested refunds yet we have nothing in our files for this memberNote: We immediately cancelled her membership so no additional charges will be forthcomingSimply inquiring about cancelling a membership without taking action (as outlined in our membership agreement) does nothing until the action has been takenIf the member has a copy of either the cerified letter or cancellation form, we will gladly correct the issue

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. The location was in Woburn There was no Woburn listing for the Revdex.com other than the Wakefield location that merged within the membership period This matter has not in any way been satisfied I will await furthercommunication
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. I was never emailed or told that any paperwork was required in order to cancel the membership I've searched my email to confirm I did not miss an email with these instructions I only new of the gym closing because I read the sign at the front desk next to the sign in sheetThe girl at the desk told me I was all set due to the fact I was not in a contractShe was one of those night time employees that you referenced and she did not give me any instructions on signing cancellation forms Also when I called on numerous occasions to request the status of my reimbursement, no one told me I was missing paperwork Of course I would have happily filled out that paperwork had I known it was necessary I need to be reimbursed for the $that was charged to me after the gym I signed up to attend closed its doors I did not sign a contract to attend Pumps *** I signed up to attend Pumps *** years before the location in *** even existed You cannot charge me for a gym membership at gym that is CLOSED
Regards,
*** ***

Note to Revdex.com. This is the first notice we have received on this as the club address noted was closed almost 9 months ago on 3/31/15. The Wakefield club was merged with our location at [redacted], Woburn MA. Please note for futhur communication. Will look in to this complaint...

shortly. Thank you

The member indicated she wanted to purchase
another personal training package which was processed by our manager and
scheduled for her personal trainer. She was told she needed to finish paying
for the package which she already finished (we offer 0% financing as a
courtesy) and she did. She then mentioned she might be purchasing a condo so
she wasn't sure if she wanted to purchase a large or small amount of sessions.
After a couple of weeks (her trainer was essentially put on hold while waiting
her decision) she decided not to purchase anything. Our General Manager
([redacted]) told her we would forget the training package she said she originally wanted
(which was on hold pending her signature) and we would release her trainer from
her on-hold status which would free her to take a new client. The member was
released from the training package but not the remainder of her membership
agreement.

Hello,  Mrs [redacted] joined our health club in June of 2016, she had several options to chose from but settled on the 18 month contract. The total cost of this membership is $509.83. Mrs [redacted] is in this contract on a monthly basis @ $29.99 until November of 2017, at which time she will be...

eligible to deactivate her membership. In October of 2016 Mrs. [redacted] met with our fitness consultant and signed a second contract for 96 personal training session for a total cost of $6000. On October 30th, after meeting with Mrs [redacted], Pumps agreed to downgrade her package to 48 sessions even though she was well outside the three day right to alter her contract set fourth by the state of Massachusetts. After making this adjustment Mrs [redacted] then contacted Pumps again and requested another adjustment. Pumps then adjusted her frequency of training therefore cutting her monthly payments in half.  Pumps has gone above an beyond to be as helpful to Mrs [redacted] as possible. She is simply looking to be completely released from any responsibility for the contracts that she entered into of her own volition. Pumps has offered Mrs. [redacted] the opportunity to transfer her contracts to a friend or coworker to which she responded, "why don't you find someone to take it over!" Mrs [redacted] threatened to write bad reviews on [redacted] if we did not agree to her terms. She also said at one point during the conversation that there is a [redacted] right next door to her Dad's so why would she travel to Pumps. My response was, "if you are having financial hardships why would you be joining a more expensive club?". The final e-mail that I received form Mrs. [redacted] stated that she had thought about our conversation and that she will be resuming her training soon.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]

Although the Revdex.com is not a forum for subjective feedback regarding customer service, I will respond first to that aspect of this complaint. We recognized that 2 of our evening customer service reps were not performing up to our standards so that issue has been resolved. There is no excuse for...

underperforming staff and we apololize for that experience.Yes, we have relocated and expanded our locations and do our best to give as much advance notice as possible. For our recent merger, we gave all members 7 weeks notice as all were notified via ** mail and [redacted]. Everything was clearly outlined in those notifications. We use the home address and email correspodence we have that has been provided by the member. Refunds were given (typically last months dues that were pre-paid) to every sinle member that that either sent us a letter or filled out a cancellation form in person. We estimated that 30% of our membership would not travel to the new location (5 miles away) so we explained we needed 60 days to process all the requests. Our accounting department had to research each request individually as the circumstances varied from member to member.The issue on our end is that no letter or cancellation form exists for this member. We have processed hundreds of requested refunds yet we have nothing in our files for this member. Note: We immediately cancelled her membership so no additional charges will be forthcoming. Simply inquiring about cancelling a membership without taking action (as outlined in our membership agreement) does nothing until the action has been taken. If the member has a copy of either the cerified letter or cancellation form, we will gladly correct the issue.