Youbill, Incorporated

The
first call from the customer to inquire about membership cancellation and last payment on this...

account was in September 2013. A DND was
placed on the account and no further payments were taken from the customer. The
customer has the paperwork for cancellation towards her claim of disability
that will need to be returned and validated in order for the membership to be
cancelled.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:This account was cancelled via a telephone conversation I had with them in December or January which they conveniently do not have on the records. It did not take this company 30 days to take the first payment and we believe they are double dipping, getting paid from [redacted] and then making it almost impossible to cancel the withdraws. The public should be made aware of such questionable business practice.
Regards,
[redacted]

Member Solutions is the billing company hired by [redacted] to administer billing agreement terms which allows customers to pay for services over time.  This includes but is not limited to handling all cancellation requests. [redacted] first contacted Member Solutions...

on 5/23/2017, stating she wanted to cancel her son [redacted]’s membership at [redacted] as [redacted] was not attending. [redacted] was advised that she had purchased a 12-month term agreement and was not able to cancel the membership. There was one final payment of $125.00 due to finish out the original agreement and there was an automatic renewal of the membership at the end of the original term. [redacted] did not accept this explanation and requested a copy of her agreement.  A copy of [redacted] agreement was retrieved and reviewed.  The signed agreement was for a 12-month term and was not eligible for cancellation.  The auto-renewal clause was also active.  A copy of the agreement was forwarded to [redacted]’ email on 6/28/2017. Currently there is a past due balance of $145.00 including a late fee and a processing fee.  In order to resolve this matter, Member Solutions will waive the fees and has cancelled the auto-renewal. There is just one final payment due of $125.00.

Member solutions is the billing company hired by [redacted] Martial Arts and Fitness, LLC to administer billing agreement terms which allows customers to pay for services over time. This includes but is not limited to handling all cancellation requests.
Ms. [redacted]’s request cancel her...

agreement due to disability was sent and denied on June 4th, 2015 due to no timeframe being stated on the form for the length of her disability as filled out by the physician. The payment due date on Ms. [redacted]’s account was 6/1/2015 and as the request for cancellations was received after the payment was due, payments are still due under the terms of the agreement until documentation has been received and approved. The form for disability was resent to Ms. [redacted] on 6/15/2015 and we are awaiting return of that documentation to review for review and approval.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I was not DIAGNOSED  until after the contract was sent in. Attached is the letter from the MD that she wrote.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The manager said that he would hold the contract until I called him with response from the doctor. When I called him he said that he had already turned it in, plus he never gave me a copy of the contract. I paid the bill only because I could not allow my credit to be messed up. I never recieved the classes from them due to doctors orders.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This would be all well and fine n most cases.........However 1. I did not receive any notification from [redacted] or the billing company this had occurred?2. How can you mail out a letter saying that I am past due, but not notify me that this part of my contract was coming into fruition,3.That the I was still being charged, until I was already past due?Regards,
[redacted]

We have reviewed this complaint, however we cannot respond to specifics without knowing exactly who the customer is. Nor can we engage in a discussion with any third party without expressed consent from the customer. This is also the case if a third party calls into our service department seeking...

any information about a customers account.
Generally speaking when a customer requests cancellation for disability, they must provide specific information to meet the criteria necessary for cancellation. If the form is missing information or not signed by a physician as described in their signed agreement, then the request will be denied.
Please have the customer reach out to us directly to resolve this matter.

Member solutions is the billing company hired by [redacted] – Birmingham to administer billing agreement terms which allows customers to pay for services over time. This includes but is not limited to handling all cancellation requests.
The agreement on file for [redacted] is a term...

agreement with no cancellation, the attached page of her contract outlines in the questionnaire that she is in good health with no physical problems. It also states that she agrees that she is physically able to take the prescribed course of instruction and do so of her free will in exchange for an agreed upon fee. And that she understands that there is no refund policy on any monies she will pay to [redacted].
Therefore, no refund is due on the account and the account is now paid and closed.

Member solutions is the billing company hired by [redacted] Gym to administer billing agreement terms which allows customers to pay for services over time. This includes but is not limited to handling all cancellation requests.
We have been directly working with [redacted] regarding account...

[redacted]-2 for [redacted]. The documentation provided for the relocation was denied as the orders provided are for one time assignment and do not show permanent relocation as required for cancellation due to relocation in the contract terms. If permanent deployment papers can be sent in for review the case for relocation can be re-assessed.
Per [redacted]’s request on this Revdex.com complaint a do not draft has been placed on this account, however the account will remain open and active per the terms and conditions of the agreement.

Member solutions is the billing company hired by [redacted] Sacramento to administer billing agreement terms which allows customers to pay for services over time. This includes but is not limited to handling all cancellation requests.
[redacted] billing agreement is a 1 year term...

agreement which auto renews every year into another 1 year term. There is no cancellation on this type of agreement “due to the instructors and staff” as stated in the complaint per clause 4. Classes.- the contract states that scheduling and content of classes and programs, furnishing of facilities and provision or instructors to teach and supervise classes and practice sessions are at the sole and absolute discretion of the Business and may be changes at any time By Business.
There is also no cancellation due to lack of attendance to classes as stated in clause 10. Cancellation – the contract states that failure to utilize the services or instruction provided by the Business does not constitute or imply notification to or cancellation with this agreement.
Member solutions did receive a request for cancellation on March 2nd, 2015 and notified [redacted] that it was too late to cancel the agreement 2015 but that the next auto renewal for 2016 was removed. Per the agreement in the Automatic Renewals Options section -the written notice of cancellation for the auto renew must be received not less than 30 days prior to the expiration date of any renewal term. The program expiration date is 3/28/2015. We have requested a copy of the email requesting cancellation that [redacted] stated was sent on 9/14 as stated in her complaint below but that email correspondence was not received to date. All correspondence via email was sent to [redacted].com the same email address as in this complaint and our records show successfully corresponding to [redacted] at that same address. Those emails have been attached to this complaint for reference. A copy of [redacted] agreement is also attached for reference this was sent to [redacted] on 3/6/2015.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: due to unfortunate and unforseen circumstances, I had to undergo foot surgery.  Things hapens in life that sometimes you have no control over.. The contract  with such restrictive terms and conditions is not valid in the 'real' world.  I believe  taking the Kickboxing course could have contributed to the cause for me to have surgery.  Consequently I will not be returning to Kickboxing or any simular form of activity.  I have provided substancial documentation and for cancellation both for disabity and moving. Their decision for  denial is objected. and is hereby being appealed.  The statement: " qualify for a freeze which was previously extended in October, November
and December 2013:" Is not what  was requested.  IT is only to MEMBER SOLUTION's benefit and they are not considering the hardship of my recovery. Member Solution  are not doctors and cannot determine or state what my recovery period should be.   I have requested Cancellation  from the start and repetediately.  Members Solutions is just being stubborn and mean.  They can cancel this membership as requested.  Actually, the freeze should have bben for  July August and September also, according to the documentation presented. but they still drafted the monthly payment from my account., so they actually owe me a  3 month refund.   This account should be cancelled completely and not placed in default.  Again, I only got to user thefacility for 1 month in June 2013 and it is unfair and unjust to force me to pay for a whole year of service I will never received or benefit from.  To day, I am still having fool issue and my state temporary disability is still in forced.  Revdex.com. please encourage Member solutions to cancel this unjustified contract.  Life thows curve balls and things are not always black and white..  Death or permanent disability should not be only terms of cancellations. Other things happens in life that can prevent someone from doing what they desire. It can alter your entire life plan as in t his case.  Not it is not permanent, but the temporary recourse is longer than just a 3 month period.  I am still in recovery and will be for a while. Cancel the contract and clear the ENTIRE debt completely. please.  To keep the debt indefault is unjust and unfair to consumers like me.

The refund was issued in the amount of $160.00 on 12/16/2015.
The $29.00 for overdraft fees was mailed in the form of a check per the wishes of [redacted] on 12/29/2015.

The contract Mr. [redacted] signed specifies a 25 mile relocation requirement.   The documents provided do not meet the 25 mile relocation requirement.  However, as a courtesy [redacted] has excused the remaining balance.   Therefore the account is cancelled with nothing further...

due.   There is no refund due.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[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.  I wanted to ensure I was not going to be reported to a third party for a payment I had made.  I appreciate the response.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]I do accept the cease and desist on my account and being place on the do not call on my account; however, I am rejecting this response because as seen on the attachment it states that my account expired last month. If I have no renewal on my account, then I do not understand why I owe payments till November if it already expired. I'm not paying in advance for anything. At my gym, you are paying for that past month you attended.
Regards,
[redacted]

Per your request I have placed a cease and desist on this
account and we will stop contacting you regarding this...

matter.
This account was cancelled by the client [redacted]
[redacted] on behalf of [redacted] on 3/17/2014. There are no fees pending
on this account.

Member solutions is the billing company hired by [redacted] LLC to administer billing agreement terms which allows customers to pay for services over time. This includes but is not limited to handling all cancellation requests.
The original call with [redacted] was reviewed. On the...

call we confirmed that the last payment was successfully pulled on the account on 8/1/2014 and that we would send the disability form and when that form was filled out by the doctor, and sent back for evaluation he would be then advised if the wife’s account could be cancelled. The mailing address for the form was confirmed, as [redacted] requested this via mail and the next payment due date was 9/1/2014 was also mentioned to [redacted].
The letter that was sent after the call to go into the mail was the incorrect as it stated that “we have reviewed and verified the information provided on the Disability Questionnaire”. At no time did Member Solutions receive any information to verify disability of [redacted] from either **. or [redacted].
Member Solutions apologized directly to **. and [redacted] for the inconvenience 4 times since the October 1st payment declined and we resent the correct disability questionnaire an additional 2 times.
Number 8 under The Terms and Conditions for cancellation for Death or Disability states: The Member or his/her legal representative may cancel the agreement if the Member dies or becomes permanently disabled. Permanent disability is a disability, verified by a physician, which precludes the Member from using any of the Business’ facilities for a period in excess of six (6) consecutive months.
If [redacted] would like to cancel her account due to disability per the terms and conditions of the agreement we would need the documentation for disability as listed on the form for review and verification.

We have negotiated a settlement and will cancel this agreement on 2/20/2017.  This will allow Ms. [redacted] to pay for the 3 months that were previously frozen as a courtesy by [redacted].