Alliance Tool & Design

Sent: Monday, June 22, 10:AM To: drteam Subject: 2ND BUSINESS RESPONSE Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** *** *** Contrary to *** ***'s comment expecting Fitness Connection to be surprised or upset that she would have proof of prior cancel; we are actually glad that she has the necessary document to clear her account. We value our future, present and past members; which is why we have this courtesy in place because we do recognize the margin of error in postal deliveries. As we stated in the first business response, we have already extended the courtesy of terminating the account to remove any future billing. Once *** *** provides the document we are happy to review, research and make any account adjustments necessary based on the proof provided

We reached out to Mr*** and explained the charges he was referring to in his complaint. Per his agreement Mr*** did pay $for the enrollment and he agreed to
pay $plus tax every month on or about the 1st of every month for his monthly dues. Mr*** also agreed to pay his annual fee on July 15th for a total of $($plus tax), Mr*** stated he understood the charges but failed to have sufficient funds in his account to cover the cost of these chargesHe also has been working with our Member Services department and has set up a payment plan to get caught up on his balance for his membership. Per Mr*** agreement to cancel his membership he must send in a written day notice to notify our Member Services department that he wishes to cancel and send the letter to *** ** *** *** *** *** *** ***. As a courtesy, we will accept the date of Mr*** Revdex.com complaint as his cancellation notice. Also made Mr*** aware that if he had any other questions or concerns he can reach out to our corporate office at 469-892- Tell us why here

Sent: Monday, June 29, 3:PM Subject: Business Response -Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** *** *** From To Subject Date Lori Gregory (connect2fc@Send complaint to
business 6/29/11:39:AM Air SECOND NOTICE: The Revdex.com ha5/23/1:42:AM Air FITNESS CONECTION () Send complaint to business 5/12/1:47:AM Fitness Connection would first like to apologize to Ms*** for a delayed response; it appears from looking at the messages on the Revdex.com complaint that the first entry was not directed to any email, answering why it we did not receive it in May The second notice, if you open it, was sent to a business in no way associated with Fitness Connection… New Life Fitness *** *** *** *** TX *** And we are receiving the third attempt that was properly sent to our email address *** todayIn researching all three accounts that Ms*** mentions it appears that they were all terminated, per her request and she has satisfied all balances on the accounts We are sorry if she disagrees with the policies and procedures of Fitness Connection or if she was frustrated in any way in attempting to reactivate her bank account after setting up a stop payment to Fitness Connection Again, it appears that all three accounts are cleared and not active therefore we request that this file be closed as resolved

Sent: Friday, January 13, 3:PM Subject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** When Ms*** became a member and by signing her membership agreement she agreed to provide a day written notice which is required to be mailed in order
to discontinue the services that were purchased, suspend automatic authorized billing, etc., and is clearly explained in the agreement on the front as well as the back. The purpose of our membership agreement is to inform members of their obligation as well as provide information to them. Our members very simply mail written notice at any time to discontinue the services they purchased, update billing information, suspend automatic authorized billing, etc. The day written notice is standard business practice which ensures any billing returns are received prior to termination as well as allowing all requests sent are processed in order of receipt based on the postmark date on the envelope stamped by the United States Postal Service. The postmark by the US Postal Service on the notice of cancellation and request to change her authorized billing method was stamped on November 21, 2016. This information was also explained to her in a phone call she made to our billing specialist on 11/18/at 4:PM and her request was clearly not mailed within the standard business practice of day notice. This day period allows for returns but also allows businesses time to update your request along with every other request made by other members and is the reason they are processed in order of the postmark which cannot be altered. Our business as well as most others would like to have a zero turnaround time to process requests for our customers however that simply is not possibleWe are sorry if Ms*** does not agree with our policies and procedures however she did agree to the terms of our agreement and they are the same policies/procedures that every other member followsIn concluding our research of Ms*** ’s complaint filed with the Revdex.com we find no error by Fitness Connection and her request of a refund must be denied. At this time we respectfully request that this file be closed as resolved

Revdex.com *** *** *** *** *** *** *** *** ** *** RE: Case #1*** *** * *** *** *** has been a valued member of Fitness Connection since April of 2014 and we are sorry to hear that she now disagrees with the terms of her agreement and/or
services with Fitness ConnectionWhen *** *** became a member and by signing her membership agreement she agreed to provide a day written notice which is required to be mailed in order to discontinue the services that were purchased, and is clearly explained in the agreement The purpose of our membership agreement is to inform members of their obligation as well as provide information to them Our members very simply mail written notice at any time to discontinue the services they purchased The day notice is standard business practice which ensures any billing returns are received prior to termination as well as allowing all requests sent are processed in order of receipt based on the postmark date on the envelope stamped by the *** *** *** ***To date we have no record of receiving any written requests regarding this account, nor do we have any record of our account experts receiving any calls or emails regarding the procedures noted on her account. In the event that Fitness Connection does not receive any written notice mailed to us we are happy to extend a courtesy of reviewing proof of mailing notice (via *** *** *** *** *** ***, etc) and make any account adjustments necessary based on that proofAt this time we respectfully request that this file be closed as resolved or that *** *** forwards proof of mailing in order to support her dispute

Revdex.com:
As the business response, I did send out the mail, and they kept on charged to my credit card, I even went to the *** *** in Alien to ask them to close my membershipAs they stated I have to mail the certified mail to the corp againI told them my work schedule won't allow me to have time on during business hours to go to the post officeThey response, by saying sorry they can't help me to close the membershipSince I stop using the fitness and it's giving such a hard time to cancel the membership with them, I reported to my credit card company to deput this matterThe bottom line is that I don't pay for something that I no longer use or go toThey can check on their system to see how many time I went to the gymI only went there once with as a member since I signed upSince I realized that I have to relocate my work and my busy working schedule won't allow me to continue to go to the gym at AlienIt took them over months since I sent them the certified mailAt this point I don't have those documents in handI do not own them any thing, because I never set foot in their gyms for workout, then why do they kept on charge to my credit card after I sent the mail and personally went to them to ask for membership cancellation.
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Sent: Wednesday, May 13, 4:PMTo: drteamCc: Samantha DurhamSubject: Requst to Review *** - Shannon Wall for removal from our business file We are requesting that this file be reviewed and removed from our business record: 1. Obviously Mrs Wall is not going to accept any information that we provide and has continually refused to cooperate in any way2. We have proven MsWall to have provided Revdex.com with information and she lashes back by calling us liars without any proof3. Her latest rebuttal that we do not know or are deceitful of our own business contact information is ridiculous as your offices can prove that without even asking us. Because she has googled or searched a company on the internet by the same name does not make her statement correct. The business information she is providing to the Revdex.com belongs to Titan Fitness, DBA Fitness Connection. This has been discussed with Samantha Durham in your offices as accurate as stated by us Please let us know of your decision at your earliest convenience, thank you!

From: [email protected] [mailto:[email protected]] Sent: Monday, August 29, 4:PMTo: drteam Subject: Second Business Response - Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** *** *** Again, we are very sorry that Mr*** does not agree with the terms of the agreement that he signed. The Revdex.com is fully aware of the terms of our membership agreement that have always required a day written notice that has always been clearly included on our membership contract. The information was provided to Mr*** just as to every other member and we guarantee that he could not have been told on the phone that two different departments would cancel his account nor a person at one of our facilities. Unfortunately businesses have agreements with the policies/procedures written out for just these reasons, we cannot be present for every conversation that takes placeMr*** simple declined the authorized charges to Fitness Connection rather than provide the day written notice that is required. Again we respectfully request that this file be closed as resolved as we are not able to remove balances that other members pay simply because Mr*** states he was told something different than all of our other members when our membership agreement clearly states this policy

Sent: Thursday, April 14, 2:PM Subject: Business Response - Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** *** *** When *** *** became a member and by signing his membership agreement he agreed to provide a day written notice which is
required to be mailed in order to discontinue the services that were purchased, and is clearly explained in the agreement. The purpose of our membership agreement is to inform members of their obligation as well as provide information to them. Our members very simply mail written notice at any time to discontinue the services they purchased. The day notice is standard business practice which ensures any billing returns are received prior to termination as well as allowing all requests sent are processed in order of receipt based on the postmark date on the envelope stamped by the *** *** *** *** The information provided by our billing department is absolutely correct, Fitness Connection in the DFW area does not accept online cancellations; this can be proven if Ms*** would like to provide a copy to the Revdex.com of the confirmation she states she has. One of the required fields on the Houston Fitness Connection (different company) online cancellation form is to choose the location you signed up at…that document cannot have a DFW area facility listed because they are not in the drop down of the Houston Fitness Connection online form. This in itself would have been the indicator to the member that this was not an option. This also speaks to the fact that it is not possible that any DFW area Fitness Connection could have given these instructionsAdditionally note at this time that there was a signature provided of a person over the age of at the time *** joined the facility which is all that is required; nor does Ms*** attempt to claim that he did not purchase or did not use the servicesRegardless of these facts proving Fitness Connection in the DFW area has not defaulted on the agreement or the services provided and used by ***, and under no legal obligation to do so, has decided to write off the balance and terminate the account effective immediately in the interest of customer service. If in the future *** decides he would like to work towards his health and fitness goals with Fitness Connection again we would be more than happy to have him back as a memberAs there was no valid reason for a complaint to be filed, we respectfully request that this file be closed as resolved or removed as unfounded being that it is not within any businesses control when a consumer does agree with the procedures provided in our agreement and upon contact to any one of our actual locations

Sent: Wednesday, May 20, 12:PM To: *** Subject: 3rd Business Reply -Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** *** *** We again ask *** *** to provide proof of prior cancel as he continues to state without providing, perhaps he is having difficulty attaching the files therefore if he will provide the other two tracking numbers we will be happy to pull them up via the *** website to verify mailing/delivery ourselves. In his latest response he states there are three (3) attachments of certified mailings to Fitness Connection; however there is only one; *** Tracking #*** which was mailed May 15, and was signed for on May 18,at 10:13AM…proof below directly from the *** tracking site… It appears that since our last research of this account on May 14, *** *** has called our account experts again on May 19, at 2:09PM, this time attempting to state that portions of his balance were approved to be removed, at which time he was informed that there was no record of that taking place nor did they find any cause to take that action. He also asked if his cancellation had been processed yet and he was advised that nothing had been processed to the account at that time and reminding him again that it is a day notice*** ***’s request will absolutely be processed in direct compliance of his membership agreement and in order of receipt based on the United States Postal Mark. Again, if he would like us to review his account any further he must provide the required and continually requested proof. Any fees owed prior to the effective date of his cancel request, along with any delinquent balances remain owed in full and if left unpaid will be turned over to a third party collection company in direct compliance of the agreementIt is not possible to assist *** *** when he refuses to follow the terms of the agreement that he signed, refuses to provide the proof he claims he has, calls our offices making claims in order to have his balance reduced, etc. At this time we respectfully insist that this file be stricken from our business record as this case is not factual and has no basis to support a legitimate consumer complaint

I mailed this months and months ago.  I do not have any proof of mailing.   This is a huge scam..... So I mail in a letter to remove the service and they just say they never got it and then threat to hit my credit and charge me all these fees?That does not make any sense. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  My issue is I did mail in my cancellation and I believe that because I did not mail it certified mail they chose to not accept or follow through with the cancellation.  I did talk with a lawyer and they suggested to use Revdex.com to handle this issue. I followed the policy by mailing in my cancellation unfortunately because I didn't spend the extra money to mail it by certified mail they are attempting to scam me into paying more money to them and as well as spending more money to mail certified mail so when they try this again I have proof.

Sent: Wednesday, December 09, 2015 2:03 PM To: drteam Subject: Business Response - Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] - [redacted] When Mr. [redacted] became a member and by signing his membership agreement he agreed to provide a 30 day written notice...

which is required to be mailed in order to discontinue the services that were purchased, and is clearly explained in the agreement.  The purpose of our membership agreement is to inform members of their obligation as well as provide information to them.  Our members very simply mail written notice at any time to discontinue the services they purchased.  The 30 day notice is standard business practice which ensures any billing returns are received prior to termination as well as allowing all requests sent are processed in order of receipt based on the postmark date on the envelope stamped by the United States Postal Service. The monthly fees paid to Fitness Connection are for the facility to be available to our members and those services were provided, the fees are not contingent on usage nor can any business force consumers to use the services that they purchase.  The delinquent balance turned over to a third party collection company is for fees owed in direct compliance of the membership agreement and the Texas Health Spa Act. To date we have no record of receiving any written requests regarding this account, nor have we received any phone calls from Mr. [redacted].  In the event that Fitness Connection does not receive any notice mailed to us we are happy to extend a courtesy of reviewing proof of mailing notice (via [redacted] Cert Mail receipt, [redacted], etc.) and make any account adjustments necessary based on that proof.   At this time we respectfully request that this file be closed as resolved, removed as unfounded or that Mr. [redacted] forwards valid proof of mailing in order to support his dispute.

Sent: Monday, March 28, 2016 1:28 PM Subject: Business Response: Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]   When Mr. [redacted] became a member and by signing his membership agreement he agreed to provide a 30 day written notice which is required...

to be mailed in order to discontinue the services that were purchased, and is clearly explained in the agreement.  The purpose of our membership agreement is to inform members of their obligation as well as provide information to them.  Our members very simply mail written notice at any time to discontinue the services they purchased.  The 30 day notice is standard business practice which ensures any billing returns are received prior to termination as well as allowing all requests sent are processed in order of receipt based on the postmark date on the envelope stamped by the [redacted]. Unfortunately to date we have no record of receiving any written requests regarding this account.  In fact Mr. [redacted] called our account representatives on March 2, 2015 at 5:41PM stating that he wished to cancel his membership and at that time was verbally provided the steps to take to cancel his membership.  Again on March 3, 2015 at 7:36PM Mr. [redacted] contacted a representative with a [redacted] rep also on the phone and they were provided the same information per the terms of the agreement that Mr. [redacted] signed. At this time we respectfully request that this file be closed as resolved, removed as unfounded or that Mr. [redacted] forwards valid proof of mailing the required cancellation notice.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.The basis for the Company's policy of writing a letter and requiring that is be Certified and then claiming that items are not sent until you show proof is unethical. They are relying on customers losing/discarding their green certification slips from the post office. This Company's business practice and customer service should be investigated. A policy such as this is not only unethical in itself but it foreshadows a deeper defect with management. I still have not received an kind of apology for this extremely time consuming and disconcerting event.
 
Regards,
[redacted]

Sent: Thursday, October 29, 2015 2:27 PMTo: drteamSubject: Business Response - Re: Revdex.com of Houston and South Texas- Complaint...

regarding Your Business #[redacted]   First let us say to Mr. [redacted] that we are sorry for our delayed response however this case was just provided to us today from the Revdex.com.  It appears that the original complaint may have been filed with the wrong company and was just figured out. Due to the time that Ms. [redacted] has had to wait with no response we launched an immediate investigation of his account. It appears that Mr. [redacted] is correct in stating that he sent the required notice to cancel, which was received by our third party billing company and processed.  What we have discovered though is that there was a data entry error of the date which caused his account to continue to bill after the effective date of his request to cancel. After several months of the billing being returned unpaid the account was turned over to a third party collection company with a balance of $149.97, however had the error not occurred the correct balance of the delinquent account should have been $43.15 which is what is reflected as of now.  This balance is accurate and occurred due to returned billing on this account. It appears that our third party billing company made several attempts over several months to call and discuss the account balance however Mr. [redacted] never returned any of the calls.  Our office also attempted to contact Mr. [redacted] upon discovery of this error today and we too were unsuccessful in connecting with him, perhaps the contact information is out of date. Mr. [redacted]’s termination notice was received and processed, the error has been corrected and the third party collection company was already notified to correct the balance as noted above; and we extend our deepest apologies for the mistake that occurred regarding Mr. [redacted]’s account.  At this time we respectfully request that this file be closed as resolved.

Sandy Harvey — 1 starMy husband and I belonged to another club and went and visited this club, liked it and ask about the promotion that my colleagues had signed up on - $0 down and $10 month to month. The GM who signed us changed us but charged us $150 enrollment fee. Then a week later week signs went up for 0 down and $9.95 month to month and then today signs were all over the club for $10 down and $10 month to month. Since this is all within the month of September and weeks and days of our signing up I asked the GM about this and called membership (contracted out services to another company) and neither of them was able to adjust the price. I felt like I was getting the run around with all the stories not falling in line. Furthermore, trying to get hold of their corporate office is virtually impossible - no contact or telephone number is available for this organization. There is ABSOLUTELY no remedy for problem solving. Both my husband and I were also offered one hour of personal training which turned out to be a sales pitch for 45 minutes and 15 minutes workout. We set up for individual training but were combined. Because I will not lose my money and I will get my money's worth I will not cancel. BUT I would not recommend this club. In my profession I come face to face with clients asking about fitness options in this area all the time and this would be a club that I would ever recommend.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I mailed the 30 day notice MONTHS ago,  and visited the local location to pay my FINAL payment and to verify that my account was cancelled.Its funny that the Fitness Connection is asking for proof of mailing, because I have it....lol. You didn't expect that did you Fitness Connection?!As far as insufficient funds on my debit card, YES, in an effort to keep these people from debiting my account, AFTER I asked for it to be cancelled, I stopped transferring funds to it.Revdex.com I will have my mailing receipt scanned and uploaded to this complaint.Fitness connection...at that time I EXPECT your company to CLOSE this account for real this time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 
Attached you will see the 3 certified letters I have sent to you in regard to my account. I can also provide a receipt to where the letters where paid for, both non certified and certified. Your address should be listed in the receipts, if needed I will locate them. I have sent these three [redacted] tracking numbers and screen shots to your VP to attempt a resolution. If the late fees can be removed, the account brought to zero and closed, I will remove my complaint. The most recent tracking number was delivered to your business Monday 05/18/15, which makes 3 certified letters sent and two normal mailed ones. I originally misspoke on the exact amount, however; I located my receipts upon researching it.Thank you

Sent: Tuesday, August 18, 2015 1:46 PM[redacted]Subject: Business Response - Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]...

[redacted]   When Ms. [redacted] became a member and by signing her membership agreement she agreed to provide a 30 day written notice which is required to be mailed in order to discontinue the services that were purchased, and is clearly explained in the agreement.  The purpose of our membership agreement is to inform members of their obligation as well as provide information to them.  Our members very simply mail written notice at any time to discontinue the services they purchased.  The 30 day notice is standard business practice which ensures any billing returns are received prior to termination as well as allowing all requests sent are processed in order of receipt based on the postmark date on the envelope stamped by the United States Postal Service. The agreement clearly states:  “Renewal Acknowledgement and Cancellation:  After the initial membership period, member may cancel membership by written notice to Fitness.  Such cancellation will be effective as of the end of the next monthly billing cycle…” And also states: “I authorize Fitness to initiate debits to the above bank or credit card account for monthly fees, maintenance fees, cancellation fees, and any other fees taxes or charges owed to Fitness.  Any change in payment method described above will not change my payment obligations under this agreement.  Fitness will continue to draft my credit card or bank account after the expiration date of the original term of this agreement unless I notify Fitness Connection Member services at … atleast 30 days in advance in writing. Account Events: 9/2/14 – The authorized electronic billing of $10.75 was returned with the electronic comments “Member had declined payment of 10.75 Decline Reason: Do Not Honor Return Code: 005” 9/15/14 at 7:54AM – The member called our customer service line inquiring about cancellation of her membership and was provided the correct information of mailing a 30 day written notice. 3/11/15 at 2:09PM – The member called our customer service line requesting to cancel her membership, at this time she was informed of the correct procedure to cancel in direct compliance of the agreement.   4/3/14 – The authorized electronic billing of $10.75 was returned with the electronic comments “Member had declined payment of 10.75 Decline Reason: Do Not Honor Return Code: 005” 4/10/14 – The authorized electronic billing of $32.35 was returned with the electronic comments “Member had declined payment of 10.75 Decline Reason: Do Not Honor Return Code: 005” 4/28/15 at 12:30PM – The member again called our customer service line and she was informed again of the cancel policy as well as the dates of the previous conversations informing her of the same information.  At this time she disputed the policy and our representative offered to send her a copy of her membership agreement to confirm the terms and in the event that she was not able to locate her original copy.  Ms. [redacted] continued to argue the policy and hung up on our representative. 4/28/15 at 12:35PM – The member called back and demanded to speak to a supervisor and refused to give the representative her name or membership information.  At this time she was advised that the supervisor would return her call within 24-48 hours. 4/30/15 at 6:17PM – An account supervisor returned the members call.  At this time Ms. [redacted] stated she was never provided the cancellation policy until 4/28/15 and she was informed of the dates, times and call notes which the member demanded were false records.  The supervisor offered to pull all call recordings to ensure she was assisted with proper information and the member stated she would hire a lawyer regarding the issue. 5/19/15 at 8:03AM – The cancellation department received and began processing the first and only notice received to request the cancellation of this account which was postmarked by the United States Postal Service on 4/29/15 and became effective at the end of the following month as the agreement states. The monthly fees paid to Fitness Connection are for the facility to be available to our members and those services were provided, the fees are not contingent on usage nor can any business force consumers to use the services that they purchase.  The delinquent balance turned over to a third party collection company is for fees owed in April and May and owed prior to the effective date of cancellation, in direct compliance of the membership agreement and the Texas Health Spa Act. If Ms. [redacted] has proof of cancel prior to the date we received written notice postmarked 4/29/15 we will be more than happy to review the proof to determine if a notice was sent that was not received.  If this is the case we are more than happy to make any account adjustments necessary based on the proof provided which would be a certified mail receipt/tracking #, UPS/FedEx/etc tracking #, something proving a correspondence was mailed per the terms of the agreement that can be tracked for verification that shows mailing to Fitness Connection. Fitness Connection properly assisted Ms. [redacted] each time she called our offices, confirming the requested information, offering to mail her a copy of her agreement, etc. and terminated her account at her request in direct compliance of the membership agreement.   We find no errors in the accounting to justify a complaint filed against Fitness Connection and although under no legal obligation to do so Fitness Connection has decided to contact the third party collection company and inform them that the account balance is being written off.  It is quite disconcerting to hear when individuals state that they will notify a military agency regarding a private business that has nothing to do with any ones service to our great country.  The Fitness Connection group is filled with veterans who also proudly served our country and we fully support all branches of military active and inactive.  These facts have nothing to do with the services that a consumer purchased from a business. At this time we respectfully request that this file be closed as resolved or removed from our record altogether as it is not within our control that a consumer decides they will not follow the terms of the agreement for services that they purchased and authorized.