Thank you for sharing your concern with us. It is common for us to have banners and/or
signs that will offer free rentThese signs and banners always have an asterisk and'or disclaimer that certain restrictions apply These offers are for new tenants to rent with
us and vary based on
occupancy at the time of rental. You reserved your unit through a service
called Sparefoot which offered a gift card to you upon you renting with our
company. Therefore, your promotion was
the gift card.
In reviewing your file, the insurance has been included from
the time of rentalThere is a page with your lease that covers the premium and
coverage limits. We will gladly provide
a copy to you upon request
We appreciate the opportunity to help clarify questions and
concernsThank you for choosing Simply Self Storage
July 3, 2017 To Whom It May Concern: This is the official reply about the complaint that was submitted against Anytime Fitness College Station. Starting with an overview of the original complaint and then it will be broke down line by line. “Anytime...
Fitness advertises a free 7 day pass, however I was charged $10.00 to use the facilities despite offering to sign up. The staff was too busy to do the paperwork, but not too busy to collect a fee. When I tried to resolve the matter with the owner, he was hostile and unrelenting in his position. He also removed my Facebook review and had my Facebook account disabled- not for content but only because he does not like negative reviews. This amounts to false advertising, abysmal customer service, and shoddy business practice.” While his account of what happened that day is not completely false, there are a lot of inaccuracies. I do have recorded visual and audio proof of the event in question. LET’S GET STARTED: COMPLAINT: “Anytime Fitness advertises a free 7 day pass, however I was charged $10.00 to use the facilities despite offering to sign up.” RESPONSE: This is a subjective statement. Anytime Fitness does advertise a free 7 day trial pass. However, there is also a disclaimer making consumers aware that it is only at participating locations and proof of local residency may be required. • You failed to mention that the fee was not charged to you for your usage, as you are a member at another location. For clarification the charge was for your son’s usage, who is not a member at any location. The $10 fee you are referring to is the guest fee. Please reference our club policy as seen below. • MEMBER may not bring in guests at any time without the prior written consent of the facility staff. Furthermore, if this policy is violated, at the sole discretion of the facility management, the MEMBER may be charged a guest fee and/or have their membership suspended or canceled, the balance of the contract declared due and payable in full immediately, and be assessed a penalty of up to $250.00. MEMBER may not allow anyone else to use their access card and must alert the CLUB immediately if it is lost or stolen. Violating this policy carries the same penalties as violating the guest policy. • MEMBERs who do not have their key access card will not be allowed into the facility during non-staffed hours, nor should they enter the facility during unstaffed hours. COMPLAINT: “The staff was too busy to do the paperwork, but not too busy to collect a fee”. RESPONSE: At Anytime Fitness College Station we strive hard to immediately handle any form of client questions or concerns that may come up throughout the day. You failed to mention that you and your son came into the club outside of our staffed business hours, at a time when no one was scheduled to be here. That is the ONLY reason your son did not receive a free trial. • You also failed to mention that you and your son were both already on the equipment working out and had made ZERO effort to contact the club staff with the indications of your intentions. Contact was not made until the Personal Trainer came to you and asked if both of you had swiped your key fob at the door. At this point you stated to the trainer that “your son must have forgotten” to swipe his key fob. (a key fob that did not exist, but we did not know that at the time). The trainer was left with the following three options: • Verify your son’s membership at the other gym, which takes 7-10 mins. He couldn’t take this option, due to being then in the middle of a personal training session. • Ask your son to sign the Guest Waiver, go ahead and pay the $10, then come back during our staffed hours and discuss it with the sales team. • Ask you both to stop working out and escort both of you out of the club. The trainer chose option two. Neither you nor your son said anything about a free trial until you were re-informed of the guest fee. The trainer spoke to your son, told him to enjoy his workout and simply come back at 10am speak to the sales team. He assured your son the sales team would see to it that everything gets handled accordingly. • Yes, you did speak to a staff member after you entered the club. Let me reiterate. The staff member was our personal trainer and was in the middle of a personal training session. When he approached and asked you guys to complete the guest waiver, he was attempting to help you avoid the fine for bringing a nonmember into the club and not complying with our Guest Policy. The fine ranges from $25-$250 per violation. He knows the cameras are reviewed daily. The heat sensor detected two people and only one member key fob the second you and your son walked in. • There is a black security box hanging in the front lobby facing the member entrance door. There are big green letters on the blackboard behind it that clearly state the guest fee is $10. The board also states that being dishonest will result in a much bigger fine if you are caught. Which you were. • Furthermore, the trainer never took time to collect anything from you or your son. He showed you guys where the guest waiver was located and provided instructions. After you and your son completed the form, you dropped the waiver and the money in the slot provided on the security box in the gym. After that, you guys were free to work out as long as you both wanted. However, that is not the route you chose. • You continually interrupted the trainer and the client he was training. Not just once or twice, but three times. • Some clubs are opting out of participating in the free trials. We chose not to opt out, because we want everyone to see firsthand how great it is here. We want everyone to know that we are not like all the other places in town. However, we are only able to register you for the free trial when the sales team is present. • We have our staffed hours posted on the front door of the club, Facebook and Yelp. • We have done everything we know to do in order to make our hours of availability crystal clear. So you are dissatisfied with the trainer’s customer service. Staff members have things they are authorized to do and not do. • Trainers are not allowed to sign up guests or members. • The sales team is not allowed to perform Personal Training sessions with clients, or quote personal training rates. In reference to our customer service, our reviews speak for themselves. We have no problem coming in early, or staying late if you make an appointment ahead of time. This ensures that the sale team has time to plan accordingly. COMPLAINT: “When I tried to resolve the matter with the owner, he was hostile and unrelenting in his position”. RESPONSE: I spent 28 minutes and 19 seconds on the phone with you that day apologizing for your experience and explaining our policy. I offered to do just about anything to make the whole situation better for you. • You asked me multiple questions about why we do this and why we do that. You questioned everything about our business model. • You repeatedly told me how stupid our policies are, and how I was so bad at business. I tried to explain to you that if your son would have gotten hurt, the gym could have possibly been brought in to litigation because he didn’t sign a waiver. With you still unsatisfied with my explanation, I made one last effort to explain the situation. I also offered to give your son a free month. Not willing to accept my offer, you just kept criticizing. You told me how bad I had failed and how you were going to get on all the social media sites and bad mouth the club. I stated that I was very sorry to hear that these events were going to transpire. • I even called you back about an hour later and apologized again. You restated your intentions. You told me “thanks for the efforts, but nothing is going to help now”. COMPLAINT: “He also removed my Facebook review and had my Facebook account disabled- not for content but only because he does not like negative reviews.” RESPONSE: No one controls the removal of Facebook or Yelp reviews, except for Facebook and Yelp. Each is owned by separate companies and each has their own rules. Rules of which you broke on both platforms. COMPLAINT: “This amounts to false advertising, abysmal customer service, and shoddy business practice.” RESPONSE: This has cost me a lot of time, energy and money. • 30 minutes on the phone with you the first time. • 5 minutes on the phone with you the second time. • 1 hour meeting with my trainer and sales team to discuss what can be done different next time. • Countless hours spent giving clients and potential client’s explanations. • Cost of paying my team for their time in the meeting and extra training. • Cost of paying for the free Personal Training Session of the client you interrupted. • 2 Hours to draft this response. Anytime Fitness would still like you to know that your son is welcome to come by during any of our staffed hours and take advantage of the seven day trail. We also would to say thank you for your ongoing business and we look forward to serving you at any one of our 3500 locations worldwide. Best Regards, [redacted] Director of Operations Office: [redacted] Email: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Thank you for sharing your concern with us. It is common for us to have banners and/or
signs that will offer free rentThese signs and banners always have an asterisk and'or disclaimer that certain restrictions apply These offers are for new tenants to rent with
us and vary based on
occupancy at the time of rental. You reserved your unit through a service
called Sparefoot which offered a gift card to you upon you renting with our
company. Therefore, your promotion was
the gift card.
In reviewing your file, the insurance has been included from
the time of rentalThere is a page with your lease that covers the premium and
coverage limits. We will gladly provide
a copy to you upon request
We appreciate the opportunity to help clarify questions and
concernsThank you for choosing Simply Self Storage
July 3, 2017 To Whom It May Concern: This is the official reply about the complaint that was submitted against Anytime Fitness College Station. Starting with an overview of the original complaint and then it will be broke down line by line. “Anytime...
Fitness advertises a free 7 day pass, however I was charged $10.00 to use the facilities despite offering to sign up. The staff was too busy to do the paperwork, but not too busy to collect a fee. When I tried to resolve the matter with the owner, he was hostile and unrelenting in his position. He also removed my Facebook review and had my Facebook account disabled- not for content but only because he does not like negative reviews. This amounts to false advertising, abysmal customer service, and shoddy business practice.” While his account of what happened that day is not completely false, there are a lot of inaccuracies. I do have recorded visual and audio proof of the event in question. LET’S GET STARTED: COMPLAINT: “Anytime Fitness advertises a free 7 day pass, however I was charged $10.00 to use the facilities despite offering to sign up.” RESPONSE: This is a subjective statement. Anytime Fitness does advertise a free 7 day trial pass. However, there is also a disclaimer making consumers aware that it is only at participating locations and proof of local residency may be required. • You failed to mention that the fee was not charged to you for your usage, as you are a member at another location. For clarification the charge was for your son’s usage, who is not a member at any location. The $10 fee you are referring to is the guest fee. Please reference our club policy as seen below. • MEMBER may not bring in guests at any time without the prior written consent of the facility staff. Furthermore, if this policy is violated, at the sole discretion of the facility management, the MEMBER may be charged a guest fee and/or have their membership suspended or canceled, the balance of the contract declared due and payable in full immediately, and be assessed a penalty of up to $250.00. MEMBER may not allow anyone else to use their access card and must alert the CLUB immediately if it is lost or stolen. Violating this policy carries the same penalties as violating the guest policy. • MEMBERs who do not have their key access card will not be allowed into the facility during non-staffed hours, nor should they enter the facility during unstaffed hours. COMPLAINT: “The staff was too busy to do the paperwork, but not too busy to collect a fee”. RESPONSE: At Anytime Fitness College Station we strive hard to immediately handle any form of client questions or concerns that may come up throughout the day. You failed to mention that you and your son came into the club outside of our staffed business hours, at a time when no one was scheduled to be here. That is the ONLY reason your son did not receive a free trial. • You also failed to mention that you and your son were both already on the equipment working out and had made ZERO effort to contact the club staff with the indications of your intentions. Contact was not made until the Personal Trainer came to you and asked if both of you had swiped your key fob at the door. At this point you stated to the trainer that “your son must have forgotten” to swipe his key fob. (a key fob that did not exist, but we did not know that at the time). The trainer was left with the following three options: • Verify your son’s membership at the other gym, which takes 7-10 mins. He couldn’t take this option, due to being then in the middle of a personal training session. • Ask your son to sign the Guest Waiver, go ahead and pay the $10, then come back during our staffed hours and discuss it with the sales team. • Ask you both to stop working out and escort both of you out of the club. The trainer chose option two. Neither you nor your son said anything about a free trial until you were re-informed of the guest fee. The trainer spoke to your son, told him to enjoy his workout and simply come back at 10am speak to the sales team. He assured your son the sales team would see to it that everything gets handled accordingly. • Yes, you did speak to a staff member after you entered the club. Let me reiterate. The staff member was our personal trainer and was in the middle of a personal training session. When he approached and asked you guys to complete the guest waiver, he was attempting to help you avoid the fine for bringing a nonmember into the club and not complying with our Guest Policy. The fine ranges from $25-$250 per violation. He knows the cameras are reviewed daily. The heat sensor detected two people and only one member key fob the second you and your son walked in. • There is a black security box hanging in the front lobby facing the member entrance door. There are big green letters on the blackboard behind it that clearly state the guest fee is $10. The board also states that being dishonest will result in a much bigger fine if you are caught. Which you were. • Furthermore, the trainer never took time to collect anything from you or your son. He showed you guys where the guest waiver was located and provided instructions. After you and your son completed the form, you dropped the waiver and the money in the slot provided on the security box in the gym. After that, you guys were free to work out as long as you both wanted. However, that is not the route you chose. • You continually interrupted the trainer and the client he was training. Not just once or twice, but three times. • Some clubs are opting out of participating in the free trials. We chose not to opt out, because we want everyone to see firsthand how great it is here. We want everyone to know that we are not like all the other places in town. However, we are only able to register you for the free trial when the sales team is present. • We have our staffed hours posted on the front door of the club, Facebook and Yelp. • We have done everything we know to do in order to make our hours of availability crystal clear. So you are dissatisfied with the trainer’s customer service. Staff members have things they are authorized to do and not do. • Trainers are not allowed to sign up guests or members. • The sales team is not allowed to perform Personal Training sessions with clients, or quote personal training rates. In reference to our customer service, our reviews speak for themselves. We have no problem coming in early, or staying late if you make an appointment ahead of time. This ensures that the sale team has time to plan accordingly. COMPLAINT: “When I tried to resolve the matter with the owner, he was hostile and unrelenting in his position”. RESPONSE: I spent 28 minutes and 19 seconds on the phone with you that day apologizing for your experience and explaining our policy. I offered to do just about anything to make the whole situation better for you. • You asked me multiple questions about why we do this and why we do that. You questioned everything about our business model. • You repeatedly told me how stupid our policies are, and how I was so bad at business. I tried to explain to you that if your son would have gotten hurt, the gym could have possibly been brought in to litigation because he didn’t sign a waiver. With you still unsatisfied with my explanation, I made one last effort to explain the situation. I also offered to give your son a free month. Not willing to accept my offer, you just kept criticizing. You told me how bad I had failed and how you were going to get on all the social media sites and bad mouth the club. I stated that I was very sorry to hear that these events were going to transpire. • I even called you back about an hour later and apologized again. You restated your intentions. You told me “thanks for the efforts, but nothing is going to help now”. COMPLAINT: “He also removed my Facebook review and had my Facebook account disabled- not for content but only because he does not like negative reviews.” RESPONSE: No one controls the removal of Facebook or Yelp reviews, except for Facebook and Yelp. Each is owned by separate companies and each has their own rules. Rules of which you broke on both platforms. COMPLAINT: “This amounts to false advertising, abysmal customer service, and shoddy business practice.” RESPONSE: This has cost me a lot of time, energy and money. • 30 minutes on the phone with you the first time. • 5 minutes on the phone with you the second time. • 1 hour meeting with my trainer and sales team to discuss what can be done different next time. • Countless hours spent giving clients and potential client’s explanations. • Cost of paying my team for their time in the meeting and extra training. • Cost of paying for the free Personal Training Session of the client you interrupted. • 2 Hours to draft this response. Anytime Fitness would still like you to know that your son is welcome to come by during any of our staffed hours and take advantage of the seven day trail. We also would to say thank you for your ongoing business and we look forward to serving you at any one of our 3500 locations worldwide. Best Regards, [redacted] Director of Operations Office: [redacted] Email: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]