YMCA Conejo Valley

Conejo Valley YMCA received a letter of complaint and request for response on...

September 28, 2015. This letter is in response to your request and complaint that was submitted on 9/21/15 at 3:00 pm ID # 10824664,
I have attached documentation of the agreement that was signed regarding our policy for cancellation which was signed by the member on January 16", 2001. I also attached the Membership change form which shows that the member contacted the YMCA on April 23, 2008 to put her membership on hold for 3 months which ended on August 01, 2008. The next communication that we had from the member was on June 5*, 2015. The member informed us that she had been paying for several years and was not attending, We informed her that we require a cancellation In writing and she then sent an email to our membership desk notifying us of her wishes to cancel (copy of email is attached). The Executive Director sent the member a letter with a cancellation form for her to return (letter is attached) and asking her to call if she had any questions after receiving the letter,
On September 28, 2015 the YMCA received the letter from the Revdex.com which is the first time since June 18" that we were notified that the member was being charged again. We immediately looked up the file and verified that for some reason the account was not canceled for the month of June through September, We are sincerely sorry for this and have corrected the mistake. As of September 28, 2015 at 2:34 PM the member was refunded for June–September and money was sent back to her account. We have double checked that the membership is canceled as of the 28" of September, I have attached a screenshot of the membership showing that is has been canceled as of the above date. If the member has any other question or concerns or the Revdex.com does please do not hesitate to give me a call. I ask that the attachments are not put on any public forum for the security of the member.
Again, I sincerely apologize for the mistake.
Regards,
R[redacted] Executive Director Conejo Valley YMCA

Review: I stopped my membership at the Conejo YMCA in the beginning of the month of June and I am being charged $46. I was under a financial assistance program at $21 per month and somehow this $21 rate jumped up to $46 (normal membership price). I was unaware that this would happen. I came in to cancel my membership because I was moving and was told my membership would end by the front desk staff. Upon receiving my credit card bill, I noticed that my account was charged $46 for the whole month of June and above my membership rate. I am still not sure if they have removed me from the membership status at the time of this statement.Thank you, Joe KilmerDesired Settlement: Full refund of $46.

Review: I joined the Conejo Valley YMCA located on Moorpark Road in Thousand Oaks in January 2001 and signed up for a family membership with payment being made monthly with automatic withdrawal from my checking account. In April of 2008 I decided to end my membership (my children were all grown and out of the house, also the Y was not offering any classes that I wanted and I was planning on traveling and wouldn't be in the area. I called the Y because it had been many years since I had signed up and I didn't have my original paperwork, to let them know that I wanted to stop my membership and find out how to do that. The person I spoke to said that my phone notification was sufficient and that they would cease charging my bank the following month. The next month I checked my statement and they had indeed stopped the withdrawal. The next month I checked again and once again there were no charges. After that point I stopped checking. About four months ago, my husband was checking our bank statements because he was planning to retire and wanted to go over our expenses. He found a charge for $71.00 and asked me what that was. I had no idea. Upon further checking we found the Y had been charging us for the past seven years. I called them and they said that I had put a 3 month hold on my account (which I hadn't) and that they began charging me after 3 months. They said it was my fault and that they could do nothing because I didn't send a letter requesting ending my membership (even though I was told by their employee that they would handle it over the phone). So this time I sent them a letter dated 6/5/15 ending my membership immediately. I received an acknowledgement from the executive director that my membership had been cancelled. I checked my bank statement and was not charged for June 2015. Next month I checked my statement and they are now charging me again- for July, August and September. This is willful and duplicitous at this point. I have spoken to an attorney who agrees.Desired Settlement: I want to be compensated for the first seven years that I was charged for and now the present months that I am being charged for. I also worry that other people might be being robbed of their money unknowingly by the YMCA.

Business

Response:

Conejo Valley YMCA received a letter of complaint and request for response on September 28, 2015. This letter is in response to your request and complaint that was submitted on 9/21/15 at 3:00 pm ID # 10824664,I have attached documentation of the agreement that was signed regarding our policy for cancellation which was signed by the member on January 16", 2001. I also attached the Membership change form which shows that the member contacted the YMCA on April 23, 2008 to put her membership on hold for 3 months which ended on August 01, 2008. The next communication that we had from the member was on June 5*, 2015. The member informed us that she had been paying for several years and was not attending, We informed her that we require a cancellation In writing and she then sent an email to our membership desk notifying us of her wishes to cancel (copy of email is attached). The Executive Director sent the member a letter with a cancellation form for her to return (letter is attached) and asking her to call if she had any questions after receiving the letter,On September 28, 2015 the YMCA received the letter from the Revdex.com which is the first time since June 18" that we were notified that the member was being charged again. We immediately looked up the file and verified that for some reason the account was not canceled for the month of June through September, We are sincerely sorry for this and have corrected the mistake. As of September 28, 2015 at 2:34 PM the member was refunded for June–September and money was sent back to her account. We have double checked that the membership is canceled as of the 28" of September, I have attached a screenshot of the membership showing that is has been canceled as of the above date. If the member has any other question or concerns or the Revdex.com does please do not hesitate to give me a call. I ask that the attachments are not put on any public forum for the security of the member.Again, I sincerely apologize for the mistake.Regards,R[redacted] Executive Director Conejo Valley YMCA