24/7 Club Fitness

I have an existing and new membership that I would like to keep, but I agree that there are not enough classes offered for those that work a "9-5" regular schedule Mon-Fri. For goodness sake, there aren't more than 3 classes on Saturday and Sunday?! The response I got was: "the trainers are not available then". Well, this is their job and they should be available for us that work and need to workout after work to de-stress!! We need less Zumba, and more yoga, bodyflow and pilates IN THE EVENINGS. Working out everyday instead of once a week (when your yoga class gets cancelled) is more beneficial. Please change your schedule and make your customers happy and retain business!!!!!!!

Review: In trying to cancel a gym membership, I have made phone calls, sent a certified letter and resent a letter to cancel a membership due to my own job transfer from the Rehoboth area. The fitness club refuses to refund money due me after my membership expired. I had an automatic withdraw established with my bank account for monthly payments to be made. Since June 2014 my membership expired but they continue to take monthly payments from my account. After countless phone calls and letters, no attempt has been made to reimburse my account. No one at the club wants to take ownership of the countless mistakes on their behalf. I have called and asked how to settle the issue and have followed every step their 'so-called' management has told me to do.Desired Settlement: I want the amount due to me to be refunded into my account immediately. I am due a refund of $139.93. (7 months of automatic deductions from my account in the amount of $19.99)

Review: Called to cancel my membership, and explained to them that I have a knee that requires surgery. (Second total knee replacement) It is extremly hard for me to get around. They require form to fill out to stop membership or a registered letter. They refuse to mail me the form or even email it to me. This is a ploy for me to not cancel my membership; to make it as hard as they can on me to do so.Desired Settlement: A cancelled membership without going to gym to do so.

Business

Response:

In the matter of ID # [redacted], we acknowledge the concerns from the consumer; however the member can cancel by sending a certified letter. The member does not need to come into the gym to cancel. If he is unable to send the letter then someone else can send it for him. Club Fitness Cancellation policy is a written certified letter, which is in the membership agreement, or in the gym to fill out a cancellation request form.

Attached is a copy of the member's agreement that has the cancellation policy highlighted

Review: On August 6, 2014 I received a phone call saying that I needed to pay a balance to avoid further collection action. I called back and they informed me that I owed $89.00 for my membership. They informed me that I was each paying for the 4 months of unpaid dues. I said that I thought that the membership was cancelled but they informed me that it was never cancelled and that in order for me to cancel our memberships I needed to send a certified letter stating my cancellation intention. You also informed me that even thought I was being charged monthly dues, I wasn't able to access the services of the club during the 4 months because I owed a past balance. So I actually was paying for the 4 months dues that I was not able to use since you were denying me access because I owned a balance. You also said that if I did not pay my past balance you would continue to charge me monthly dues without any access to club services. In other words, you would continue to charge me monthly dues, denying me access to your club's services. I informed them that I needed to understand how you can have me pay for a service that you are no longer supplying. If I wanted to take advantage of your service I would not be able to gain access but you are still charging me dues each month. How can this be legal. The manager informed me that it was in the contract. Nothing in their contract says that I would continue to pay for services that you will not allow me to access. Nothing in the contract says that I need to pay my balance due to cancel my contract. and nothing in the contract which says you can keeping charging me each month for a service I can not access. I could see you charging me for interest on the balance due from when you started denying me access but not charging me dues, month after month, because I didn't pay for the month before. Since you were not allowing me access to your facility you should have just either suspended my account on the day you started denying me access (and just charge me interest from that time on) or cancel our membership altogether (and just charge us interest from that time on).

The part of the contract that refers to nonpayment of dues states:

CF has the option of suspending or cancelling the membership if any month membership dues are delinquent for 30 days or more. Suspension or cancellation of membership does not relieve Member of payment of any unpaid balance for the time the membership is/was in effect.

It also says that members agrees that at the initial term this membership agreement will automatically renew on a month to month basis.

Our initial term ended 4/18/2012. We are now on a month to month basis. We are not contracted with you for a year any longer. If our monthly dues were not paid, you should have either suspended or cancelled our membership which was an option in the contract which I stated above. Since you didn't, you should allow me to use your facility until you suspended or cancel my membership. If you told us that you would suspend our memberships until our balance is paid then you should not have charged us for the months after the suspension since you would be denying us access to your club. I decided to go into The facility to cancel my memberships so the cost of my balance due would continue to climb but the manager would not cancel my membership until I paid my past balance. I asked him to send me a bill and I would pay the balance. I wanted a bill because I wanted to know what exactly I was paying for. All I wanted is for someone to tell me that I was paying for the last 4 months of membership dues which I did not have access to because I had a balance due back in March. If he give me a receipt saying this I would have paid the balance immediately. I was not going to pay for something without getting a receipt for what exactly I was paying for. He said he could not do that and that he would not put that down in writing. Now it gets even better. He would not cancel my memberships unless I paid my balance and said that I would continue to be charged monthly dues until I paid. The contract that I signed did not say that I needed to pay any balance due before I could cancel my membership.

Then I said that I will just send a certified letter to cancel our memberships and I would like the address where I should send the letter. He didn't want to give me the address because he said that I was here and that If he got the letter he was the one that would call me and he would respond the same way over the phone that he was telling me now. I would only be wasting his time. He also said that I would have to leave now if I didn't want to pay and cancel. . He was going to have me escorted out of the club if I wasn't going to pay. I said that I was not going to leave without the address. He wasn't going to give me the address and kept insisted on me leaving. I told him that before I left I would like the address. I also asked his name and he refused to give me his name. After much insisting, he gave me the address and I left. However, he would not give me his name.

I did eventually pay for my past due amounts and they did cancel my membership but I am very upset with they interpreted their contract, I do not think that should have charged me for 4 or 5 months of past due fees as mentioned above.Desired Settlement: I would like to receive a refund of $109.00 for services I paid that Club fitness denied me access.

I would also like to have my partner's membership cancel who is presently going through the same process that I went through. He could pay for the one month dues that he could not access but because he is on disability, can not pay the entire amount. He also can not afford any other expense increase because he can not cancel his membership since he has to pay his past balance before he could cancel his membership.

It would also be fair for the contract to say exactly what they are doing. Rewrite the contract so that everyone knows that they could be charged for months that they are denied access even though they are on a month to month membership.

Business

Response:

In the matter of iD # [redacted], we acknowledge the concerns from the consumer; however the member agreed to when signing up that he was in full control of his payment. Attached is the membership agreement that the member signed. The last section of the agreement where he signed, represents and states, "I understand that I am in full control of my payment, and if at any time decide to make any changes to the EFT service, will call or write the above named company." Also, the first section of the membership agreement where the member initialed, it states how the member can cancel the membership agreement by giving 30-day written notice prior to monthly dues date by sending certified mail.

The membership agreement for this member has been cancelled by upper management dated 9/2/14 to appease the member.

*Attached is a copy of the member's agreement that has the cancellation policy and full control of payment highlighted.

Review: When I first contacted Club fitness in regards to a cancelation, I was speaking with an associate who specifically asked the manager [redacted] if I would be charged for the next month since I was just charged on June 26, 2014, the manager replied back no, we will take care of it. I also asked how late I could come in to cancel the membership, the associate on the phone said come in a little before 10 and a member of management would be here. I got off work, and went to the gym to cancel my membership, no staff was there at all. I then called the next day and asked if management would be there on Saturday, the reply was yes, I once again informed the associate that I was trying to cancel my membership. When I went in to Club fitness before 2 p.m., there was no member of management who could help me either. This was my second attempt of going to Club fitness to cancel the membership. I called on June 30, 2014, [redacted] a manager answered the phone, when I told her what the problem was, she acted like it was my fault that her staff was not there, and she continued to tell me that she was going to charge my account again, and that my written notice of cancelation that I had written in the book for all managers to see was not professional and she would not use that as my written notice. She then hung up on me. I called back and spoke to [redacted], he sided with [redacted], and said that everything she told me was correct, when I asked what the contract said about written notice if it specified a form of written notice he said it just says written notice, I said then the notice I wrote in the book is written notice, he said that was policy. When I asked for his name and began to write it down he too then hung up on me. When I called back again, I asked why did you hang up on me and he said after silence I hung up. My biggest complaint is the deceptive behavior of the staff! I have never had such horrible customer service in my life! If the contract only says written notice, then the written notice I had given should be sufficient, in which I have taken pictures of the written notice that I have given with my cell phone just in case this goes to litigation.Desired Settlement: I want my membership to be canceled, and the written notice to be accepted as stated on the contract. If you do not accept my written notice I will go to the next step, because I indeed gave written notice when I wrote it in your book, since the manager David said on Thursday, June 26, 2014 that he would not charge me for next month, I do not want to be charged for next month.The definition of written notice is- "Written notice" means notice given in accordance with § 55-248.6, including any representation of words, letters, symbols, numbers, or figures, whether (i) printed in or inscribed on a tangible medium or (ii) stored in an electronic form or other medium, retrievable in a perceivable form, and regardless of whether an electronic signature authorized by Chapter 42.1 (§ 59.1-479 et seq.) of Title 59.1 is affixed.

The notice I gave you counts as written notice, regardless of what you say, this is the law!

Business

Response:

This is front desk management. Member [redacted] and Club Fitness have come to an agreement .Club Fitness will via post mail the cancellation form to [redacted] . Once we receive her cancellation letter her payment will be for 7/25/14. [redacted] has 7 business days to return the cancellation form. We truly apologize for the issues we may have caused 7/3/2014 2:59PM

Any questions, please contact Club Fitness Management at ([redacted]

I you do anything that disrupts their payment to them, they will make it a living [redacted] for you to cancel your service.

Stay Away.

Not enough classes offered, the ones that are offered are not at convenient times. The space for classes is too small and is always too full. The women only section is not large enough for demand. Most of the employees are not nice or helpful. I have not tried to quit the gym because I hear A LOT of horror stories about how difficult it is and how nasty you get treated is you try. If you haven't joined yet and are reading this...DO NOT JOIN!

Review: My name is [redacted] I am [redacted] POA, my father and Mr. [redacted]’s grandfather signed Mr. [redacted] and himself up for a year membership (contract) at $99.00 each at that time he paid with a check. Mr. [redacted] also paid for (1) month of personal trainer at $400.00 for Mr. [redacted] using same checking account (no contract). A contract was signed by [redacted] which was given to him by Mr. [redacted] (Manager). Mr. [redacted] whom has been diagnosed with schizophrenia and bipolar (medically document) was told he needed to sign this document. 24/7 Club Fitness did not fill out anything on the contract in reference to collection of monies. Mr. [redacted] questioned this contract in reference to monies owed and said that he only was trying this out before any decision will be made for further training. They advised Mr. [redacted] that they will be taking monies out of the checking account that was giving for payment on the year membership (2 separate contracts and situations). Mr. [redacted] did not authorize this and no payment information was given by Mr. [redacted]. Mr. [redacted] (82 yr. old man) try to resolve this meeting with both Mr. Wynn and the personal trainer, they badgered Mr. [redacted] verbally with accusations that he did not care for the health of his grandchild. Mr. [redacted] also stated he needs to get dental work done so he could not commit to paying this contract hence this is why he did not sign a contract. The trainer stated that Mr. [redacted]'s teeth are decaying. At this point it is become very Harassing to both parties (Mr. [redacted] and Mr. [redacted]) and abuse to the elderly and mental disable and if this is not resolved I will have no recourse but to go seek an attorney under these termsDesired Settlement: Desired Settlement: I have called Mr. [redacted] and explained my situation and asked that he send me something stating that the so called contract that was signed by [redacted] under stress be Knoll and Void. He said he will not. I have tried to make several phone calls to the facility asking for the owners name and was told they are not allow to give this out nor is he there at the facility when he is suppose to be. I have called the Chamber of Commerce and they stated the phone number for 24/7 Club Fitness is under Gold's Gym which is a business that is out of business. At this point I have no idea who is the manager or owner I have been lied to and spoken to very unprofessionally with no definitive resolution.

Business

Response:

In the matter of ID # [redacted], we acknowledge the concerns from the consumer; however we have documentation and facts that prove against their concerns.

On June 25, 2014 [redacted] had a fitness consultation with Club Fitness Personal Trainer, [redacted]. At the end of the consultation, [redacted] called his grandfather to meet with [redacted] and myself, Club Fitness Manager, [redacted]' Grandfather came in, and we explained [redacted]' health issues. [redacted] weighed 305lbs, and he was 40% body fat which equals 122lbs of fat. We also went over all the health risks involved and presented a health risk page to them both. We then explained what [redacted] needed, and that training was the best option for him.

We went over the contract in detail, and we discussed a two-week trial (the contract can be cancelled at the time of the two week period, which was on the contract: Personal Training Policy #4). Everything was explained thoroughly, and everyone was on the same page. [redacted]' grandfather was concerned about two things before going forth with the contract. The first concern, was the monthly payment because he did not want to be solely responsible, and stated that [redacted] did not have a job. [redacted] said he would get [redacted] a job, and within 2 weeks [redacted] got [redacted] a job coach, and [redacted] worked at MarshaWs for a day. The second concern from [redacted]' Grandfather, was if [redacted] would actually be committed to the training and if he would really get results.

The two-week trial period passed and neither [redacted] nor his grandfather mentioned stopping training. We received a fax on July 25, 2014 from the Dover Club Fitness location that [redacted]' grandfather sent a letter to that club that he wanted the contract to be cancelled. That day, July 25,2014, [redacted] came in for his personal training appointment, and did not mention anything about the personal training. After his personal training session,[redacted] had his monthly reevaluation . He was down to 294lbs, was now 38% body fat, and down to llllbs of fat. He lost lllbs of fat.

[redacted]' grandfather came in after the training appointment saying he sent a letter and wanted everything to stop. We sat down again to discuss everything. We went over the contract and explained that the contract could not be cancelled due to the fact that the contract cannot be cancelled past the two-week trail. [redacted]' grandfather said that he had just chipped his tooth and he was going to pay $5,000.00 to get it fixed. His grandfather said "you promised him he'd have a job, and [redacted]'s didn't keep him." I then said [redacted] could work for Club Fitness Rehoboth> and he would go through 1-2 weeks of training before working as a front desk employee.

[redacted] trained one day, and then it was found out that the second payment for his personal training was not paid. Iinformed [redacted] and his grandfather that he could not continue training for work until the second payment was paid . [redacted] ' grandfather said that he would be in at lO:OOam the next day with a check. His grandfather never carne in, and [redacted] asked if he could still train for employment. Itold him that he couldn't continue training for work until the second payment for his personal training was paid. Inever heard back from them.

A couple weeks passed and I received a phone call from [redacted] did not identify herself and only said that she worked for the state. She demanded that [redacted]' contract be nullified, and said that what am doing is illegal. Itried to explain our policy, however she kept interrupting. She told me that if I did not cancel the contract, then she was going to get a lawyer.

The contract cannot be cancelled once it is past the two-week trial period . The appropriate time to cancel the contract would have been at the end of the two-week trial period . Without payment of the agreement, it will be sent to a collection agency .

Attached is a copy of the contract, evaluation page, and the health risk page

Review: I joined a gym paid for a trainer used it twice I became sick have not been able to work out due to my sickness tried to talk to people at the gym and they continued to withdraw money out of my account after calling several times telling them that I had cancer and other medical issues that I would not be able to no longer participating but they still continued to take money out and not listen to me every time I called I got passed arounddid not get to use this service but they have all their moneyDesired Settlement: I would like a full refund

Review: The club fitness company continues to withdraw our membership money out of our account. We are unable to use due to my husband's new job. They will not transfer the membership account into my name, nor will they allow us to cancel even if he deploys at anytime within the year of our membership. I can go as a guest to someone else, but my children can not go with me because they are under his membership even if I take his card. My problem is I am unable to use our membership, in which we are unable to transfer names, and they continuously withdraw the money from my account. I would really at this point just like to cancel my membership and not go at all. We were only able to use it for the first month and have had to pay ever since which happens to be for 6 months now.Desired Settlement: If I can get a refund of our $29.99 membership for the last 5 months that would be wonderful. If I am unable to get that then I would just like to cancel my membership all together without any fees, but if in the future we have more time and would like to rejoin we would like to workout any problems.

Business

Response:

As per the documents enclosed, this member signed a one year agreement and he is obligated to the full term. The Only way to cancel early this agreement is a move greater than twenty-five (25) miles of the club and with proof of residency change and $50.00 early term fee.Please feel free to contact if you have any further questions. Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is unsatisfactory to me.