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A+ Fitness, LLC

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A+ Fitness, LLC Reviews (71)

Complaint: ***
I am rejecting this response because:one they never have sent any notification of which in days that we may reject any such change or other wise we would have and as far as repusenatives coming to our home and offer their 3rd party take over of our gas services has always been turned down And them coming to us in any follow up to this problem has been our part while contacting our gas provider *** *** which they informed us of Santana being on our bill is what started the communications with Santana after nearly a 1/of talking to them attempting to make sure we we terminated from their program they kept on insisting we weren't with them until I say until giving them all three of our account numbers given to us because of our bankruptcy by *** *** and faxed to them they come back and say oooh yes you are a client of ours and I said how is that possible I did not give consent and requested again to stop their connection with our gas provider WE ARE NOW ON A PAYMENT PLAN TO MAINTAIN OUR GAS SERVICES ON ...AGAIN PLEASE DROP US FROM YOUR SERVICES IF NOT PLEASE PROVIDE THIS CONTRACT SIGNED BY Me WHICH PERMITS YOUR LEGAL RIGHTS TO NOT DO SO
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** *** they only called me back one time and left message I since then have call *** back times will no return call still waiting left message I would like to know when I will receive my credit ? I have been told several times that the check is in the mail and I still have yet to see itYou can understand for the past nine months I'm still to this day being charged the wrong supplier chargePlease let me know what they says my credit amount is and when I will receive it

Customer: *** *** Customer Concern Received from Revdex.com: 1/16/Customer Concern submitted from: Revdex.com I told that I would have a better deal on my electric bill with SantannaInstead, I was paying a higher price for voltage, which when I cancelled they offered me the price *** offers anyway,
and an added $"administration fee" has been added to my bill 2XThey have a recording where it is worded in way that doesn't say, "we are going to put a fee of $on your bill every month for nothingI feel it is clear theft that would put this fee on billI have been duped, and I don't like itPlease help me, these people are trying to scam me Consumer Protection Initiatives & Sales Channel Controls for Telemarketers: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recordedSES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, to protect prospective customers from unwanted communications Post-Sale Customer Communication: For Electric enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call in case they want to cancel their services with SES Customer may rescind or cancel this agreement with no cancellation fee for calendar days after *** processes your enrollment request, and up to days before the effective date on ***’s noticeTo withdraw enrollment, Customer may contact Santanna’s Customer Service Center at ###-###-####, or *** at ###-###-####Customer Concern Investigation: SES reached out to Ms*** *** on 1/17/2017, but could only leave voice messages in regards to her complaintAfter substantial investigation, the TPV was reviewed and it indicates, Ms*** authorized the enrollment, with Santanna to supply her electric at a fixed rate of $cents per Kwh for the next months, with a $monthly administrative feeThe verifier stated “after the initial term, the agreement with Santanna will automatically continue a month to month basis on Santanna’s Competitive Market Price Program, Is this Clear”? Ms*** replied with a clear “Yes”SES informed her that we cannot give her a refund, because she agreed with the enrollmentMs*** has not made any payment for her servicesSES has cancelled the account, per customer requestSES apologizes for any inconvenience and misunderstanding this might have caused herSES will add her phone number to our internal Do Not Call listAttached is the welcome letter of the terms and conditions of the enrollmentTell us why here

Customer: *** * ***Customer Concern Received from Revdex.com: 6/22/2015 Customer Concern submitted from Revdex.com:After promising that their rates were cheaper than *** Energy's I was persuaded to switch to Santanna's services by a slick telemarketing con-artistWhen my first bill from Santanna
arrived it was far more than what *** would've chargedI called to complain, and reached an extremely rude and hateful woman who insinuated that even though I'd been scammed by their telemarketer, I had consented and that's all that matteredShe kept asking me if I'd like to hear the recording of myself consentingI tried several times to ask her why on Earth I would consent to being charged a higher rate, but she would either ignore the question or talk over meIn all of their responses below they seem proud of the fact that they send notices giving the customer business days to cancel their enrollmentWhat they neglect to mention, however, is that the consumer doesn't get socked with the high energy bill until long after that, when it's way too late to cancelThe most accurate thing that can be said of this outfit is that they do not have a conscience about using trickery to convince consumers to pay higer prices than they're already payingIn none of the below complaints have they offered to refund a single penny to the consumer's rightful claimsIn short, this company's only effort is to stay a bare minimum above the lawI've read every complaint here and they've all been answered with a rubber-stamp reply about their "mulitple rigorous protections built into their sales programThat simply is not trueWhat IS true is that this company is a scam outfit that should be prosecuted and closedWARNING: All who may be considering entering a contract with this company should save themselves a headache and some serious money--Don't do it! I wish I'd bothered to come here and read the complaints before doing business with them. Desired Settlement: I request that the company reimburse me for every penny I've been charged that was above the price *** Energy would've charged me, including the monthly feeThat won't make up for their promise that I would be paying less money, but at least I could reclaim the money that rightfully belongs to me. Consumer Protection Initiatives & Sales Channel Controls Telemarketers:Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications. Post-Sale Customer Communication:For Electric enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call Customer Service Center in case they have any questions about Santanna’s program. The letter also advises the customer that they have business days from the post-mark date on the Welcome Letter notice toreconsider their decision, without penaltyTo withdraw your enrollment, you may contact *** Energy at 800.633.4766. Customer Concern Investigation:Enrollment Date: 3/10/2015 Service Start Date: 4/15/2015SES attempted to contact *** *** numerous times, unfortunately we were only able to leave voice mails and no calls have been returnedPlease be assured that SES does not approve of any TSR swaying from the script and absolutely does not tolerate any TSR that blatantly fabricates information about our programPlease be assured that SES does not approve of any TSR swaying from the script and absolutely does not tolerate any TSR that blatantly fabricates information about our programOur investigation revealed that Mr*** was the one that enrolled the account with SESThe TPV representative verifies: You have chosen to voluntarily enroll with Santanna to supply your electricity at a fixed rate of cents per kWh for billing months. Your initial term of months will begin after your next available meter read date, and your acceptance into the Customer Choice program by *** Energy. After this initial term, your Agreement with Santanna will automatically continue on a month to month basis on Santanna’s Competitive Market Price ProgramThe rate for both the initial and renewal term includes transmission charges, but does not include pass through charges for *** Electric service, a $monthly admin fee, or state and local taxesAdditional terms and conditions of service applyIs that clear? Mr*** replied with a clear “Yes” Mr*** also received a Welcome Letter after his enrollment, which included a copy of his agreement with all the terms and conditionsSES acknowledges the customers concern but SES has met the terms of the agreement, and no refund is dueAll telemarketers are given a script prepared by SES that communicates the program details to the customerSES also conducts live monitoring of the TSR’s on a random basis to insure complianceMr***’s account has since been canceled and there are no cancellation feesThe account will be final on or around 7/14/2015.This date is determined by the utility company; not SESMr***’s phone number has been added to our Do Not Call ListSES apologized for any inconvenience this might have caused himSince SES was unable to speak with Mr***, a copy of this reply will be mailed to him Thank you,*** ***Quality Assurance Team LeaderDirect: +* ***ext ***Toll Free: ***FAX: ***EMAIL: ***www.***.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The "facts" that the Santanna representative claimed are entirely untrue. I stated a number of times during the phone call as soon as I realized that the person had tricked me into signing up with them that I did not want to, did not consent to entering into this contract. I also called and complained to Santanna a number of times, explaining that I was entered into the contract against my will and that I wanted to be released from it, and the fact that the company is denying that this ever happened exemplified the scam tactics they employI did receive the "welcome to Santanna" letter that she described, but only after the period of time that I could have been released from the contract without penalty had passed. I called them at that time, too, and was again completely manipulated by Santanna's customer service representative, who told me that I would be released from the contract, but then clearly never did.I decided not to answer Santanna's pghone calls since I have filed this complaint, because over and over they have bullied and lied to me in order to trap me in a contract that I do not want to be in. I did not trust that, if I spoke to the representative who called me, our communication would not be warped in some way in order to further manipulate the situation in Santanna's favor. I was hoping, and would feel much more comfortable, if this communication could be mediated by the Revdex.com.Their representative cites me saying that I responded with a clear "yes" to understanding the terms and conditions, which means that she must have heard the whole recording, first when the recruiter went off-script, but then also when, as soon as I realized what was going on, I told him I didn't want to be on the contract. He insisted that he had a strict computer program to follow, that I had to go through a couple of questions as if I were agreeing to the contract, before he could remove me. That was the only reason I said "yes" to those questions, and as this woman has reviewed the recording now, she should know that. Beyond that, although I hope they'll be held responsible for their poor business practice, I'm satisfied that they released me from the contract without charge, and don't desire anything else from them. Thanks, *** ***
Regards,
*** ***

Customer: *** * *** Customer Concern Received from Revdex.com: 6/22/2015 Customer Concern submitted from Revdex.com:I am rejecting this response because: This is the same "rubber stamp" reply given to every other complainantThey stay above the law by outsourcing their marketing to independent telemarketers whom they know are dishonest and are fleecing the publicThis enables them to avoid liability for the unethical practices of the telemarketers who will say anything to make a saleSantanna "claims" to monitor the telemarketers on a random basis, but that is a sham to avoid prosecutionI believe Santanna is fully aware of the telemarketers' unethical practices, and, in fact, approves of them, while presenting the appearance that they are concerned about ethical business practicesIf they were concerned, they would refund the overages stolen from consumersSantanna continues to do business as usual, but this is far from overFor me, it's not about the money so much as ensuring that their unethical business methods are endedRegards, *** *** Customer Concern Investigation:Enrollment Date: 3/10/2015 Service Start Date: 4/15/2015SES spoke to Mr*** ** *** on 7/16/and went over his rejectionSES attempted to go over the enrollment process with Mr*** but he did not want to hear anything we had to sayI offered to play the Sales pitch and the TPV but Mr*** refusedSES acknowledged his concern but SES has met the terms of the agreement, and no refund is dueUnfortunately Mr*** did not agree with what I had to say and he ended the callMr***’s account has since been canceled and there are no cancellation feesThe account was final on 7/14/This date is determined by the utility company; not SESMr***’s phone number has been added to our Do Not Call ListSES apologizes for any inconvenience this might have caused him Thank you, *** *** Quality Assurance Team Leader

Customer: *** *** * *** Customer Concern Received from ICC: 1/9/Customer Concern submitted from: ICC HELLO, I AM FILING A COMPLAINT AGAINSTSANTANA ENERGY SERVICES*** *** *** ***
*** *** ** ***
*** ON 9/16/16, I SIGNED UP WITH SANTANA ENERGY SERVICES FOR SUPPLYING BOTH ELECTRIC AND NATURAL GAS AFTER GETTING A TELEMARKETER PHONE CALL. I WAS TOLD THAT I HAVE DAYS TO CANCEL IF DESIRED. I RECEIVED A LETTER FROM SANTANA DATED 9/19/CONFIRMING ENROLLMENT FOR SUPPLING GAS. ON 9/22/16, TELEPHONED SANTANA TO CANCEL MY ACCOUNTS WITH THEM. THEY TOLD ME THAT THAT I WOULD GET A LETTER IN THE MAIL TO CONFIRM THE CANCELLATION. I RECEIVED A LETTER FROM SANTANA DATED 9/23/CONFIRMING TERMINATION FOR SUPPLING ELECTRICITY ONLY. WHEN I RECEIVED A BILL FROM NICOR GAS DATED 11/7/16, IT STATED SANTANA AS THE GAS SUPPLIER. ON 11/21/16, I CALLED SANTANA ASKING WHY THEY WERE SUPPLYING GAS SINCE I CANCELED ON 9/22/16. THEY TOLD ME THAT THEY HAD NO RECORD OF MY CANCELLATION. ON 11/29/2016, I TELEPHONE SANTANA AGAIN STATING THAT I HAVE A LETTER DATED 9/23/FROM SANTANA CONFIRMING TERMINATION FOR SUPPLING ELECTRICITY. THEY ASKED ME IF I SAID THAT I WANTED TO CANCEL SUPPLYING GAS FROM SANTANA. I SAID SINCE I TRANSFERRED SUPPLY OF BOTH GAS AND ELECTRICITY TO SANTANA, MY TELEPHONE CALL ON 9/23/WAS TO CANCEL ALL SERVICES WITH SANTANA. I DID NOT SPECIFICALLY ASK TO CANCEL ONLY ELECTRIC OR TO CONTINUE GAS WITH THEM. I WAS TOLD THAT THE SUPERVISOR WAS IN A MEETING AND WOULD RETURN MY CALL AT 5:PM. THIS DID NOT HAPPEN. I RECEIVED A LETTER FROM SANTANA DATED 12/22/CONFIRMING TERMINATION FOR SUPPLING GAS. I RECEIVED A LETTER FROM SANTANA DATED 12/23/STATING THAT I AM BEING CHARGED A EARLY TERMINATION FEE OF $50. I TELEPHONE SANTANA ON 1/9/17. THEY SAID THEY HAVE NO RECORD OF ME CALLING ON 9/22/TO CANCEL GAS. I ASKED HOW IT WAS POSSIBLE THAT I CANCELED ELECTRICITY SERVICES WITH SANTANA ON 9/22/IF THERE IS NO RECORD THAT I CALLED ON 9/22/16. HE STILL REPEATED THE SAME INFORMATION THAT THERE WAS NOT INFORMATION THAT I CANCELED GAS ON 9/22/16. I ASKED IF THE EARLY TERMINATION FEE OF $WAS STILL PRESENT ON MY ACCOUNT. HE SAID YES. I TOLD HIM THAT I WAS GOING TO FILE A COMPLAINT AGAINST SANTANA ENERGY SERVICES WITH VARIOUS REGULATORY AGENCIES. I ASKED FOR HIS FULL NAME SO THAT MY RECORDS WOULD BE COMPLETE. HE ONLY GAVE ME HIS FIRST NAME OF ??*** ? AND REFUSED TO STATE HIS LAST NAME. I ASKED TO TALK TO THE SUPERVISOR. HE AGAIN ONLY STATED THE FIRST NAME OF THE SUPERVISOR AS ??***? WITH EXTENSION AND THAT I COULD LEAVE A MESSAGE FOR HIM. I LEFT A MESSAGE FOR A RETURN PHONE CALLBECAUSE SANTANA DID NOT CANCEL PROVISIONS OF GAS SERVICES ON 9/22/2016. I WAS CHANGED $AS ??RIDER & ADMFEE 11/04/2016 ? ON BOTH MY GAS BILLS FOR 11/AND 12/IN ADDITION TO THE EARLY TERMINATION FEE OF $50. I HAVE NOT RECEIVED THE GAS BILL ON 1/TO SEE IF THERE IS A THIRD CHARGE OF $8.24. I HAD NEVER HAS THIS TYPE OF EXPERIENCE WITH ANY COMPANY THAT I HAVE DONE BUSINESS. I WILL NEVER USE ANY SERVICES PROVIDED BY SANTANA EMERGE SERVICES AND THEIR AFFILIATES NOR WOULD I EVER RECOMMEND ANYONE TO DO SO IN THE FUTURE.THANK YOU Consumer Protection Initiatives & Sales Channel Controls for Telemarketers: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recordedSES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, to protect prospective customers from unwanted communications Post-Sale Customer Communication: For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreementThe letter also advises the customer that they will receive a confirmation notice from The Nicor Gas Customer Services. They will have business days from the date of that confirmation to reconsider their decision without penaltyTo withdraw their enrollment, they may contact either Santanna at ###-###-####, or their utility’s *** *** ###-###-#### Customer Concern Investigation: SES reached out to Mr*** *** on 1/13/2017, but he refused to go over his complaint with SESAfter substantial investigation on the customer concern, the TPV was reviewed and it indicates, Mr*** authorized the enrollment with Santanna to supply his Natural Gas for the next months, with a $monthly administrative and program feeThe verifier stated “after the initial term, the agreement with Santanna will automatically continue a month to month basis on Santanna’s Competitive Market Price Program, Is this Clear”? Mr*** replied with a clear “Yes”SES also sent him a Welcome Letter of the enrollment, which stated the Natural Gas Terms and condition of the contract The account has since been canceled as he requestedThe customer’s account will be final on/around a date determined by the utility company, not SESThe $ETF assessed to the account will be waived as a one-time courtesySES apologizes for any inconvenience and misunderstanding this might have caused himSES will add his phone number to our internal Do Not Call list Tell us why here

Customer: *** *** Customer Concern Received from Revdex.com: 9/4/2015 Customer Concern submitted from Revdex.com:I was contacted unsolicited by Santanna Energy Services earlier this summer promising that they could save me as much as 1/off my Electric billWhen I first answered the call I
actually thought I was talking to a representative from First EnergyOnly later did I realize this was another electric supplierThough there price-to-compare was higher than what I was paying, I was assured this was because other separate charges I was currently paying were wrapped into Santanna's price and I was assured their charges would be lower than what I was currently payingI have now received my first bill with Santanna as the energy supplier and I was shocked! I was paying cents per KWH from First Energy SolutionsNow I'm paying cents per KWH from SantannaNot only did they NOT save me any money, my overall bill went up 46.6% compared to the prior month though my usage only went up 15.7%In addition, there is a $early termination feeI feel I was scammed by a slick and dishonest sales pitch and I want out of the contract without paying any early termination fee. Consumer Protection Initiatives & Sales Channel Controls Telemarketers:Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications. Post-Sale Customer Communication:For Electric enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call Customer Service Center in case they have any questions about Santanna’s program. The letter also advises the customer that they have business days from the post-mark date on the Welcome Letter notice to reconsider their decision, without penaltyTo withdraw your enrollment, you may contact *** *** at ***. Customer Concern Investigation:Enrollment Date: 5/29/2015 Service Start Date: 6/20/2015SES attempted to contact Mr***, however we were only able to leave messagesThe TSR in this matter did not state that he was from First EnergyOur investigation showed that Mr*** was the one who enrolled his electric accounts with SESFor Electric, the TPV agent verifies: “You have chosen to voluntarily enroll with Santanna to supply your electricity at a fixed rate of cents per kWh for billing months. Your initial term of months will begin after your next available meter read date, and your acceptance into the Customer Choice program by *** Edison. After this initial term, your Agreement with Santanna will automatically continue on a month to month basis on Santanna’s Competitive Market Price ProgramThe rate for both the initial and renewal term includes transmission charges, but does not include pass through charges for *** *** Electric service, a $monthly admin fee, or state and local taxesHowever, if you choose to cancel after the rescission period and before the end of the initial term of this contract, an early termination fee of $will be chargedAdditional terms and conditions of service apply.” Is that clear? Mr*** replied with a clear “Yes”The agent in this matter did not follow the scriptThis agent was terminated from our programAs a good will gesture SES will credit him the difference of what he would have paid with the utility company and the ETF will be waivedThe account has since been canceledThe account will be final on a date determined by the utility company; not SESOnce SES receives his last consumption data, a refund will be processedSES apologizes for any inconvenience this might have caused himSince SES was not able to speak with Mr*** a copy of this reply will be mailed to him and asked if he has any questions to please contact me. Thank you, *** *** *** *** *** *** Direct: ** *** *** *** Toll Free: +1-800-764-Fax: +1-866-531-Email: ***

Customer: *** *** Customer Concern Received from Revdex.com: 8/1/ Customer Concern submitted from Revdex.com: I signed up with santanna back in , they called me in July advising my terms were expired did I want to renew? I asked if it would be on same terms they said no
it would be a different rate I declined the offer due to thatThey called again u advised them I was going with a company with a better rate no thank youI got my energy bill today in the mail and saw that they were still the supplier I called them to see what was going on and was told different stories by the rep that took the callI asked to speak with manager because I could no longer trust her information she xfered call to a supervisor name *** *** who claimed to be a manager she then told me two different stories and claimed j would have to speak to upper management whom I thought she was I advised her I did not want to pay a dollar early termination fee because I was told by them the account was over and I was no longer with them as to why I signed up with someone els she claims I never spoke to them and the fee stands her manager was not available e.t.c this point I'm fustrated and can't trust anything they tell me Consumer Protection Initiatives & Sales Channel Controls for Telemarketers: Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications Post-Sale Customer Communication: After the TPV verification, a new customer receives a welcome letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free 24-hour cancellation telephone hot line. The letter also advises the customer that they have days from the time of verification before enrollment is initiated with the utility, should a customer change their mind thereafter Customer Concern Investigation: SES called Mrs*** on 08/18/to discuss the account and complaintThe account had initially been enrolled on a month contract with no ETF's, but after the month term was over, Mrs*** renewed the account on a contract with a $ETFSES informed Mrs*** about the ETF, and that it would be waived, as a one-time courtesyThe account was cancelled by Mrs***, through the utility company and was final on 08/15/a date determined by the utility company; not SESMrs*** thanked SES for following up on her concerns. *** *** Customer Service Specialist Direct: *** *** *** Toll Free: *** Fax: *** Email: ***
*** Premium Service and Competitive Prices

Customer: *** ***Customer
Concern Received from Revdex.com: 10/12/2015Customer
Concern submitted from Revdex.com:On
or around August 25, 2015, received our gas distribution bill from Ameren
Illinois for $54.65, as we always hadThe invoice was processed and payment was
made to *** *** on Sept
8, On or about the week of September 8,
2015, we received a letter from Santanna Energy Services stating "THIS
CHANGE NOW REQUIRES YOU TO PAY AMEREN DIRECTLY FOR THE NATURAL GAS DISTRIBUTION
CHARGES AS PRINTED ON THE AMEREN INVOICE THAT YOU RECEIVE........" ON
September 28, 2015, we received a letter from Santanna Energy Services stating
that we have a past due balance of $for gas distribution charges that
Santanna Energy says they paid to Ameren on my behalf, contrary to the letter
that Santanna sent to me*** *** billed me, and I paid the
bill. Desired
Settlement:My
ultimate outcome would be to cut all ties with Santanna EnergyI have a list
of over phone calls that I have made to them requesting information about my
account, and resolution to the numerous problems with our accountsNone of the
calls or emails were ever returnedAt this point I would accept the above
outlined billing issue to be resolved and for no more billing problems in the
futureI would like to know if I am supposed to pay Ameren for distribution,
or if Santanna is going to pay AmerenCustomer
Concern Investigation:Enrollment
Date: 2/17/ Service Start Date: 5/1/2015On
10/16/2015, Santanna’s Collection Supervisor had spoken with *** ***
Ms*** was disputing owing $to SESIt was explained to Ms
*** that SES was reviewing her accounts and would also follow up with
AmerenOn 10/20/2015, SES spoke with Ms*** and went over both of her
accountsFor the account in question, (SES#*** ***), Santanna pays Ameren on behalf of the customer for the
delivery chargesSantanna then bills the customer for the commodity and
distribution charges, and the customer pays Santanna for the full
balance. In this case, the customer paid Ameren $for the July
distribution charges. This resulted in Ameren being double paid, (i.e
from the customer and Santanna), for the July Distribution chargesAfter
talking to an Ameren representative, Santanna will withhold $for the next
bill payment, which will net both the Santanna and Ameren balances to
zero. Ms*** does not owe Santanna the $54.65. Ms
*** stated that she had previously inquired on the storage program and gas
adjustment but that no one, including Ameren had provided her with a response
Santanna had previously emailed and mailed this storage summary to Ms***
on 8/1/We will resend these documents to her via mail and emailMs
*** did understand and did thank our collections TL for following up with
her concernsThank
you, *** *** Quality Assurance Team Leader*** ** *** *** ***
*** *** ***
*** ***
*** ***

Customer Concern Investigation: SES has waived the late fees charged on Ms***’s gas account totaling $and apologizes for the inconvenience that this has caused herSES attempted to contact Ms*** on 04/18/to inform her that the late fees had been waived, but was only able to leave a voicemail message asking for a return callThank You, *** *** Quality Assurance Supervisor
*** *** *** ***
*** *** ***
*** * ***
*** * ***
*** Premium Service and Competitive Prices

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meRegards, *** ***

Complaint: ***
I am rejecting this response because: I just got another bill from peoples Gas and it has another late fee on it! My bill last month had a late fee on it! And I pay my bill ON TIME EVERY month! Also, if you pull up the recording from the initial complaint on 02/04/you would clearly hear the CS Rep tell me that the charges on the bill from 02/04/were the accumulated charges from the previous months and since I paid it, the charges were taken care of and she apologized for the inconvenience and offered me a new rateI only accepted because she told me my balance from the previous months was PAID! Why would you want to even start a new contract with a consumer that owes you money?! The CS Rep told me the balance was PAID! PLEASE pull up that recordingAlso, I have NOT received any updated balance info from Santanna reflecting that the late fees were reversed and deducted, in fact I got MORE late fees on my current billI need an updated total IN WRITING and EVERY charge broken down since even though the calls are recorded I can NOT trust what I'm being told verballyLastly, I did NOT thank you at ANY POINT during the conversation.
Regards,
*** ***

Customer: *** *** Customer Concern Received from Revdex.com: 5/11/2015 Customer Concern submitted from Revdex.com:I called Santanna Energy Services to cancel there servicesThe employee on the phone said it may take one billing cycle for the service to cancelSo I let one billing cycle go
throughThe second month rolls around I get my bill from ComEd and I see a charge from Sanatanna Energy ServicesI call them backThe employee said his computer froze and he will call me back in minutesI never got a call backName of Salesperson: Online Bill Pay Purchase Price: $Disputed Amount: $ Consumer Protection Initiatives & Sales Channel Controls Telemarketers:Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the processAn unpleasant experience by a prospective customer results in an unpleasant experience for all involvedThe telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participationSES also conducts live monitoring of the TSR’s on a random basis to insure complianceAdditionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SESThe TPV representative uses a script prepared by SES and the verification isrecorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelinesSES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications. Post-Sale Customer Communication:For Electric enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, andprovides the customer a toll-free telephone number to call in case they want to cancel their services with SES. The letter also advises the customer that they may rescind or cancel this agreement with no cancellation fee for calendar days after ComEd processes your enrollment request, and up to days before the effective date on ComEd’s notice.Customer Concern Investigation:Enrollment Date:9-22-2014 Service Start Date: 11-07-2014SES spoke with Mr*** on 5/21/2015, and went over his complaintOur records show that Ms*** did call our Customer Service department (CSD) on 2/9/2015and spoke to one of our Customer Service Representatives (CSR)Unfortunately the cancellation was not processed at that timeThe CSR in this matter, no longer works for SESOn 5/11/2015, Mr*** did call our CSD and requested to have his account canceled with SESThis was his second request, and the cancellation was processed immediatelyThe account will be final on or around 6/26/2015.This is a date determined by the utility company not SESAs a good will gesture, SES will credit him the difference of what he would have paid with his utility company for bill months of April and May Once SES receives his final consumption data, a refund will be processedMr*** phone number has been added to our Do Not Call ListSES apologized for any inconvenience this might have caused himHe thanked me for following up with his complaint. Thank you,*** ***Quality Assurance Team LeaderDirect: +630-789-ext 238Toll Free: +1-800-764-4427FAX: +1-877-887-5099EMAIL: [email protected]

Customer:  [redacted]/Revdex.com Case#: [redacted]   Customer Concern Received from Revdex.com: 06/22/16   Customer Concern submitted from Revdex.com: Consumer’s Original Complaint: I was overcharged for gas from Santana on my utility bill for 2 months.  Billing cycles 11/17/15-12/18/15 and...

12/18/15-1/21/16.  My first call to complain was in January, then again in February.  I did not call again until May since I was in Florida until May 7, 2016.  I have since called twice in June.  I sent copies of my utility payments to Santana in February.  Every time I call I get the same reply:  "Check will arrive in 10 days."  I called today and I was told, "You'll just have to wait."  This is not acceptable.  I cannot even cancel my services from them since I am locked into a 1 year contract, so would be financially penalized.  They owe me $59.83 total for 2 month overcharge.   Consumer’s Desired Resolution: Prompt delivery of refund check for 2 month over charge by Santana ... $59.83   Customer Concern Investigation: Ms. [redacted] called SES customer service on 10/17/15 to check on rates. Ms. [redacted] was offered a new fixed rate of $3.39 per Mcf and Ms. [redacted] accepted that new rate. However, the new fixed rate of $3.39 per Mcf did not take effect for the next two eligible billing cycles and the account was charged $5.09 per Mcf for those two billing cycles.  Most recently, on 03/26/16 the customer called SES customer service and accepted a new rate of $2.69 per Mcf, which did take into effect onto the next eligible billing cycle. SES called and spoke with Ms. [redacted] on 07/01/16 and informed her that a refund check for $59.33 will be mailed today to reimburse her for the difference of what she was charged, and what she should have been charged for the two billing cycles effected by the incorrect rate billing. SES mentioned to Ms. [redacted] that no call records were located for her account prior to May 10th, 2016. Ms. [redacted] said she recalls calling SES around the same time her sister called SES with a similar issue, and then again in May and June. SES apologized to Ms. [redacted] for any inconvenience that this might have caused her. Ms. [redacted] thanked SES for following up on the complaint and refund.      Thank You, [redacted] Quality Assurance Supervisor  Direct: [redacted] Toll Free: [redacted] Fax :  [redacted] Email : [redacted] www.[redacted].com Premium Service and Competitive Prices

Customer: [redacted] Customer Concern Received from Revdex.com: 03/07/2016 Customer Concern submitted from Revdex.com: Nature of the Complaint: Billing or Collection Issues Consumer’s Original Complaint: I signed up with Santanna Energy Services as they stated they could provide better rates than ComEd. My...

bills have gone up significantly so I called ComEd and was told that Santanna was overcharging me as well as charging me an an administrative fee of $8.99 per month.   The ComEd gentleman said the gave customers a 21% discount but that Santanna's rates were higher than ComEd's. I called Santanna to find out why my charges were so high and why I was being charged an administrative fee of $8.99 and the gentleman that I spoke to was very rude and told me to read my contract.  I told him I had no contract only a letter that was sent to me and there was nothing on the letter about administrative or contract fees. So I told him to cancel my account and he told me that I would have to pay $50.  I am a senior citizen in a section 8 facility and I told him I would not pay a $50 cancellation fee and he told me he would turn me over to a collection agency.  There is no mention of any cancellation fee on any correspondence I have from Santanna. Consumer’s Desired Resolution: I want my contract cancelled with Santanna and do not want to be charged a cancellation fee. Consumer Protection Initiatives & Sales Channel Controls Telemarketers Santanna Energy Services (SES) has multiple rigorous protections for prospective customers built into our sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The telemarketing sales representatives (TSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. SES also conducts live monitoring of the TSR’s on a random basis to insure compliance. Additionally, an independent Third Party Verification company (TPV) is utilized for all sales to verify that the terms and conditions were explained to the customer and that the customer is electing the program with SES. The TPV representative uses a script prepared by SES and the verification is recorded. SES Quality Assurance monitors TPV verifications daily to confirm adherence to the script and SES guidelines. SES also updates its “Do Not Call” list with the telemarketers every other day, in order to protect prospective customers from unwanted communications. Post-Sale Customer Communication: For Electric enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement, and provides the customer a toll-free telephone number to call in case they want to cancel their services with SES.  They may rescind or cancel this agreement with no cancellation fee for 10 calendar days after ComEd processes your enrollment request, and up to 5 days before the effective date (“Rescission Period”) on ComEd’s notice.  You can do this by contacting Santanna customer service at 1-800-764-4427, or by contacting ComEd in writing or by telephone at 1-800-Edison-1. Customer Concern Investigation: Enrollment Date: 03/11/2015   Service Start Date: 05/20/2015 On 03/07/16 SES called Ms. [redacted] to review her account and complaint. The customer called SES customer service department on 03/03/16 and inquired on cancellation of her electric account. Due to a miscommunication error with the customer service representative, Ms. [redacted] was informed that there may be an early termination fee if she cancelled the account at the time. The account was not cancelled on 03/03/16 because Ms. [redacted] ended the call before the full cancellation process was explained. Our investigation revealed that it was Ms. [redacted] that enrolled the account with SES. Please be assured that SES does not approve of any TSR swaying from the script and absolutely does not tolerate any TSR that blatantly fabricates information about our program. The TPV representative verifies: You have chosen to voluntarily enroll with Santanna to supply your electricity at a fixed rate of 8.99 cents per kilowatt hour for 12 billing months. Your initial term of 12 months will begin with your next Utility meter read after acceptance into the Electricity Choice Program by ComEd. After this initial term, your Agreement with Santanna will automatically continue on a month to month basis on Santanna’s Competitive Market Price Program.  The rate for both the initial and renewal term includes transmission charges, but does not include pass through charges for ComEd service, a $8.99 monthly admin fee, or state and local taxes.  You may cancel your account with Santanna at any time without an early termination fee.  Additional terms and conditions of service apply. Is that Clear? Ms. [redacted] replied with a clear “Yes”. The electric account was cancelled by SES on 03/07/16, as requested by Ms. [redacted]. There are no ETF’s. The account will final on/or about 04/20/16. This date is determined by the utility company; not SES. SES apologized to Ms. [redacted] for the misunderstanding, and inconvenience this might have caused her.   Thank You, [redacted]
[redacted] Supervisor  Direct: 630-789-6022 Ext 253 Toll Free: 800-764-4427 Fax :  866-292-0903 Email : [redacted]@ses4energy.com www.SantannaEnergyServices.com Premium Service and Competitive Prices

Revdex.com:
The very-next-day, positive response by Santanna Energy Services-Bolingbrook IL to my compliant to the Revdex.com is indicative how embarrassed, guilty and exposed Santanna should feel as a result of their consumer-hostile actions over the last three months. How 4 different Santanna employees could engage in such cynical delay tactics in refunding an IRREFUTABLE billing error is totally unethical. This outfit bears further watching; maybe they can turn it around or maybe they continue to have zero customer service. I will certainly monitor my account closely. In the meantime, since I have verified that my long-overdue refund was received by my utility, I can state that the response made by the business in reference (Santanna) to my complaint ID 12121923, resolves the matter and is satisfactory to me.
Regards,
[redacted]

Complaint# [redacted] Customer: [redacted] Customer Concern Received from Revdex.com: 03/22/2016 Customer Concern submitted from Revdex.com: Nature of the Complaint: Billing or Collection Issues Consumer’s Original Complaint: I received a red final notice letter from Santanna Energy Services and I pay my...

bill on time faithfully every month. In February I contacted Santanna because I noticed my bill was was much higher than normial and was advised that they made a huge mistake with several customers and they lumped all of our charges into 1 billing cycle. I was under the impression that the charges were on my February bill and now I get a final notice as if I never paid. They apologizeed about the confusion and told me that it was covered on my one bill. Since I was under the impression that the balance was PAID IN FULL in February, They convinced me to renew my contract and stated that I would have no admin fee for the next year and I could call at any time  to get the lowest rate.  This call was recorded where I was informed that the charges were on 1 bill and paid. Now they want to send my acct to collections??? Are you serious??? I pay my bills on time every month and they also have a late fee on  my most recent bill and I paid peoples gas on time?! How is any of their mistakes fair to the consumer?! We need a bill adjustment! How dare you try to mess with my GOOD credit for your mistake that I was informed was done by the corporate office. Consumer’s Desired Resolution: Billing adjustment and some credit for the mistake made by the business. They should have at least contacted customers before sending a final notice stating that hey we messed up we will credit your acct for $XX and we can offer you a payment plan for  the remaining balance that we can break down into 6-12 month terms.  Then when I want to cancel because of the service I've been given, they want to charge a cancellation fee?? Really, I wouldnt want to cancel if you guys hadnt screwed over the consumer.  I should NOT be penalized for Santannas mistake. Consumer Protection Initiatives & Sales Channel Controls Door to Door: Santanna Energy Services (SES) has multiple rigorous protections for the prospective customer built into the SES sales program from the start to the finish of the process. An unpleasant experience by a prospective customer results in an unpleasant experience for all involved. The Door to Door sales representatives (DSR) use a script prepared by SES that communicates the program details to the customer and defines their wishes relative to participation. The DSR are trained to clearly introduce themselves as representatives of SES. The DSR have to attend a daily mandatory meeting to go over the program details and to go through a uniform check. DSR’s wear picture ID badges with the SES name and logo and verbiage that states, “I am NOT a utility company employee”. Their uniforms consist of shirts, buttons, hat, and coats with the SES logo on them. The DSR hands out a business card when they meet the customer indicating they are from SES and not the utility company. In addition, DSR’s have a supervisor that randomly live monitors them in the field to insure compliance. Then an independent Third Party Verification company (TPV) is utilized to verify that the terms and conditions were explained to the customer and the customer is electing the program with SES. The TPV rep uses a script prepared by SES, is recorded, and the verifications are monitored daily to confirm adherence to the script and the SES guidelines. Post-Sale Customer Communication: For Gas enrollment after the TPV verification, a new customer receives a Welcome Letter from SES, which repeats the terms and conditions of the agreement. The letter also advises the customer that they will receive a confirmation notice from Peoples Gas. They will have 10 business days from the date of that confirmation to reconsider their decision without penalty. To withdraw their enrollment they may contact either Santanna at 1-800-764-4427, or their utility’s customer service. (Peoples Gas 1-866-556-6001). Customer Concern Investigation: Enrollment Date: 04/30/2015       Service Start Date: 06/04/2015 SES called and spoke with Mrs. [redacted] on 03/30/16 to review the account and complaint. Ms. [redacted] initially enrolled the account with SES on 04/30/15 and SES provided service at 740 E 62nd St from 06/04/15 to 07/06/15. When Ms. [redacted] moved from 740 E 62nd St to the current address at  817 E Drexel Sq., SES continued to service Mrs. [redacted]’s gas account at the new service address from 07/06/15 up until the current billing cycle. However, due to a system error, the billing did not transfer successfully and the SES charges from 07/06/15 through 12/30/15 were omitted from Ms. [redacted]’s utility bill and the customer has only been billed and has paid the utility charges. The billing error was explained to Ms. [redacted] when she contacted SES on 02/04/16 and SES apologized for any inconvenience this might have caused her. On 02/04/16 SES offered Ms. [redacted] a lower rate of $.289 without any administration fees, and a $50 ETF would apply if she cancelled before the end of the  term of the contract. Ms. [redacted] accepted the new rate of $.289 and was informed that she can contact SES at any time to check if lower rates are available to sign up for any lower rates. The new rate of $.289 has become effective on Ms. [redacted]’s March utility bill.  No cancellation was processed. However, as a good will gesture, if Ms. [redacted] decides to cancel her account at any time, SES will waive the $50 ETF as a one-time courtesy. SES has informed Ms. [redacted] that any late fees on the SES charges from 07/06/15 through 12/30/15 will be waived as a courtesy, once the billing has been resolved. SES will also honor any payment arrangements made with the utility company to clear the SES charges. Ms. [redacted] thanked SES for following with her concerns.  Thank You,
[redacted] Quality Assurance Supervisor 
[redacted]
[redacted]
[redacted]  [redacted]
[redacted]
[redacted]
Premium Service and Competitive Prices

I will not accept the response from Santana until I receive a refund check.  I do not have any reason to trust their sincerity.  I have been promised a refund going on 6 months now.  When I receive a refund check, this matter will be resolved.Regards,[redacted]

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