Alliance Tool & Design

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: Monday, August 10, 2015 1:08 PMTo: drteamSubject: Business Reply - Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]  ...

  Ms. [redacted] has been a valued member of Fitness Connection since December of 2012 and we are sorry to hear that she will no longer be working towards her health and fitness goals with Fitness Connection.   On August 4, 2015, the same day she filed her complaint with the Revdex.com, Ms. [redacted] called our customer service department and paid the delinquent balance on both accounts; satisfying both accounts in full. The written request to cancel received regarding this account was postmarked by the [redacted] on 3/31/15 which was processed in direct compliance of her agreement; all valid billing was owed prior to her notice of cancellation becoming effective in direct compliance of the agreement that she signed and authorized.  There is no error in the processing of her accounts and no reason that a credit would be owed.  At this time we respectfully request that this file be closed as resolved.

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.  
We were not provided notice of cancellation steps even though fitness connection was provided correct mailing address. Even though I made several calls and request to stop recurring payments my account was continuously charged for months until I involved my bank and they stopped the payment. Would you provide proof of using your facility even once?Also, when did you send written notice describing the cancellation policy and steps?
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.  
As Fitness Connection might have misinterpreted my message, I will try to explain once again. Yes the official letter was post marked on 08/02/2016 only because I saw a notice from my credit card (photo attached  as Aug_1st_notice). When I called them, I found my membership cancellation was never take care of. I never sent a letter until I was told so on a call on 8/2/2016.
On 7/2/2016 (Saturday), before I left country (On Sunday, 07/03/2016) for a week, I physically went to this facility to have my membership cancelled. An employee took my gym card stating she will hand it to a manager to take care of the cancellation hence I was worried free about this until an attempt of charge appeared.
I do not have issue paying whats owed legitely however I have been lied to given false information from every employee made the written notice delayed. Had I been told from gym staff in July, I would have mailed out before I left country.
Moreover, When I called to facility and billing office, both are telling me to reach out to each other for help. Facility claiming call the local gym and a manager can help you. When I called Allen gym, operation manager said I cannot but they can help you. I asked her if I can call her and be on the phone when I get other lady from billing office on call again so I can have a correct information.
After 15 mins I called back to gym, I was given a message that "manager is not here" .
I don't have problem with their terms and conditions or in fact any other matter. I referred 3 of my friends and family there shortly after I joined.
I am billed all these extra charges just because I trusted them (particularly that employee who took my gym card and said it will be taken care of) .
Under the assumption of having my membership successfully closed, I didn't see a need to update my transferred credit card.
I am willing to pay July (if missing) and August and I suppose the late fees on them but I am sure not paying any thing more than that.
 
Kind Regards
[redacted]
 
 
[Provide details of why you are not satisfied with this resolution.]
Regards,

Sent: Wednesday, August 17, 2016 4:44 PM Subject: Business Response Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] We are very sorry to hear that Ms. [redacted] disagrees with the policies/procedures of Fitness Connection, a private members only facility...

and if she feels her experience with our team was anything other than professional.  Fitness Connection completely understands there are circumstance that are sometimes uncontrollable and we are happy to assist in every way we can; in this case the fees were asked to be waived prior to proof being provided that it was due to a banking error, payment of delinquent balances and new billing information not yet provided.  What the consumer sometimes does not consider is that businesses are charged fees when electronic billing is attempted and not paid; in addition the business incurs additional payroll hours and resources in attempting to rebill these files.  It does not appear that any of the three family members had been in to the facilities after the billing returned unpaid which is when we would have been able to inform them of the returns in person and the account was not more than 30 days delinquent prompting a letter to be sent. Ms. [redacted]’s demands to have fees waived were approved on the same day she brought her delinquent account current and updated with new billing information.  We find nothing in our research indicating any violation by Fitness Connection to warrant a negative rating based on this case and in light of the research showing every effort and courtesy was extended to Ms. [redacted], and she still was not satisfied we respectfully request that this case be closed as resolved.                                                                                                                 Respectfully, Fitness Connection

[redacted] Sent: Tuesday, June 13, 2017 7:55 PMTo: drteamSubject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] Hello,We definitely do not want for anyone to feel that by us waiving fees as a courtesy that it is a sales tactic.  We geniounly wish for our members to stay completely satisfied and referring new members.  We will cancel [redacted] membership immediately and waive the balance. Hopefully we can be the perfect club for Mr and Mrs [redacted] in the future. Thank you! [redacted]VP – OperationsFitness Connection859.519.6569#iamyourfitnessconnection

We are very sorry to hear that [redacted] disagrees with the policies/procedures of Fitness Connection, a private members only facility.  When he became a member he agreed to mail a 30 day written notice which is required 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 are processed in order of receipt based on the postmark date on the envelope stamped by the United States Postal Service.   Events of Account – [redacted], member #[redacted] To date Fitness Connection has never received any written notice/requests from [redacted] via [redacted]/courier/delivery company/etc. [redacted] called our account experts on [redacted] at [redacted] regarding his delinquent balance, at which time he stated that he had sent a notice of cancel via certified mail.  The representative informed [redacted] that no notice was every received and that if he would provide the proof of mailing we would happily make any account adjustments necessary based on that proof.  [redacted] refused to provide any documentation and stated he would just cancel the draft authorization with his bank.  The proper cancellation procedures were given to [redacted] at this time and he was also informed that any unpaid balances once the account became inactive would be turned over to a third party collection company and he also refused to pay any balance. [redacted] called our account experts again on [redacted] at [redacted] and was verbally abusive and using vulgar language.  He demanded to know why he was receiving any invoice for a delinquent balance after he cancelled his membership.  At this time [redacted] was again informed that no notice was received and provided the correct cancellation procedure information and before hanging up on our representative he informed them that he would just get a lawyer. We find nothing in our research indicating any violation by Fitness Connection to warrant a negative rating based on this case and all account activity is in direct compliance of his signed/authorized membership agreement.  Every effort was made to assist [redacted] even when he was being abusive to our account representatives, therefore we respectfully request that any negative mark be removed and the case be closed as resolved.

After reviewing this complaint, I have found that the charges are for Mr. [redacted]’s daughter, [redacted].  She signed up on 7/18/2016 and was using the gym regularly and the charges were processing each month. She also made a few payments at the gym when her dues declined. Mr [redacted] called...

our member service department on March 31st and asked about the charges and was told that since his daughter was over 18, they could not speak to him about her account. I am very sorry he is or was unaware that his daughter had joined Fitness Connection, however all of the charges were valid for her membership dues. Also, per our agreement, it does state that we will continue to bill each month unless a letter is sent to our member service department and we require a 30 day notice.  At this time, we have not received a 30 day written notice mailed to our member service department, therefore the membership for [redacted] is a valid membership and the charges were all made per the terms and conditions of the agreement.  In Health,  Brandi [redacted]

Sent: Friday, June 19, 2015 8:56 AMTo: drteamSubject: Business Reply #2-Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]Under no legal obligation to do so, Fitness Connection made the decision to remove the valid balance owed by Ms. [redacted].  On June 15, 2015 one of our representatives spoke to her regarding her account, the proper procedures she should have followed to terminate her account, the valid balance owed and the negative reviews she posted on social media sites making claims that Fitness Connection was stealing money from her account and over charging her for membership.  At that time she was informed that the decision was made to remove the balance on her account and deactivate it and in return she would remove the negative information she had posted and inform the Revdex.com that a satisfactory resolution had been set.At this time we request that this file be closed as resolved.

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 information supplied is incorrect. When I finally had an escalation representative in April call me back, she was suppose to pull the calls because the previous two representatives NEVER supplied the correct information on how to cancel my membership that was not even used once. I am sure if a court of law asked for these calls, they would be able to see where they did not provide the information. How can a company feel comfortable with taking money from individuals who have NEVER used their service. If that company pulled the calls as they were suppose to can see clearly see where they did not follow proper procedures on informing the customer on cancellation. Not to mention when I emailed your customer service the information was never provided to me. I will definitely continue my efforts with  the news and inspector general of [redacted] because these people are trying to take advantage consumers. When I spoke to the representative in April I told her that I had sent it regular mail already and nothing was done which is when she said send it certified again. Where is the shame in taking advantage of someone. I have never used your facilities and to be honest my family member brought it to my attention that there were toddlers being abused by kids while under the supervision of your childcare facility so I would never bring my daughter in there. They opted to not renew after that the incident and I sure as hell wasn't taking my daughter in there. They handled this situation as they saw fit, but since your local facility chose not to pass that information along when I provided it to them I am sure other parents would not be happy to know young children are being abused by older kids while the adult in charge does nothing. 
Regards,

Sent: Thursday, May 14, 2015 4:26 PM To: [redacted] Subject: 2nd Business Reply -Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]   We are more than willing and happy to review any proof that [redacted] will provide just as we informed him on many occasions when he was demanding the verbal cancellation of his account; in his most recent dispute he says he is happy to attach the certified mail proof… yet he didn’t that we can see.  Please note that his comment is to send proof of the most recent notice to cancel however if he would like us to consider termination from the first date he claims he sent his request he will need to provide proof of mailing it at that time. Again, we are happy to acknowledge the letters that were not received by our office when [redacted] provides the proof that they were mailed just as we have continued to request from him each time he demanded the VERBAL cancellation of his agreement in direct violation of his membership agreement. We again respectfully request that unless [redacted] would like to provide the requested proof to further research his claims, that this file be stricken from our business record as completely unfounded. Respectfully, Fitness Connection

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.  Once again, their records and mime do not reflect the same.  I have moved forward with paying the portion I am forced to pay so that our credit is not hit over a dispute that is less than $150.  I'm sorry this company does not feel it needs to contact me directly when there is an issue with payment, rather sending it directly to a collection agency.  I'm sorry they feel it is ethical to charge someone a cleaning fee for their business when I no longer have a membership.  I do want the record with the Revdex.com to reflect the unethical practices for the business so that other people will not be scammed by this company.  I will also continue to educate my friends and family on their ill business practices.  I just really wish I had listened to others who had warned me prior to signing up for their services. 
Regards,
 [redacted]

Sent: Saturday, July 08, 2017 1:05 PMSubject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] Hello, Attached is a copy of [redacted] agreement.  If this is not her signature, I would suggest that she call the collection agency and let them know that she didn’t sign for her contract.  Please let us know if you need anything else.Brandi [redacted]VP – Operations

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 sent a letter in August of 2014 and Fitness Connection claimed to have never received it. Most of the charges that this business is charging me are for late fees. In July of 2014, a payment was rejected, the normal charge for this service is $10.77 after taxes. The late charge is $10.88. The following month, after NEVER receiving a notice that my account had defaulted a payment, a new monthly charge was taken from my account. However the previous balance and the late fee was never charged. The business had no problem taking money directly from my bank after the debit card expired in September. From Feb-April the business did not attempt to charge my account because I renewed my debit card. They never made any effort to contact me to let me know that I had a back-balance due to their oversight and that my account was not being paid for. After I had sent the letter in August of 2014, I assumed that my account was closed because despite what the business claims, they make absolutely zero effort to communicate with the customer. 
Regards,
  [redacted] H.

Sent: Wednesday, May 06, 2015 12:14 PMTo: drteamSubject: Business Response - [redacted] – [redacted]  ...

We are very sorry to hear that [redacted] disagrees with the policies/procedures of Fitness Connection, a private members only facility and if she feels her experience with our team was anything other than professional.   When she became a member [redacted] agreed to provide a 30 day written notice which is required to discontinue the services that she purchased, and is clearly explained in the agreement that she signed.  The purpose of our membership agreement is to inform members of their obligation as well as provide information to them.  Our members very simply give 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.     Account events below:                                     ...⇄
12/18/14 [redacted] called to check status of accounts; representative confirmed account was current with a zero balance
12/22/14 [redacted] called one of our account experts very upset at being charged a fee on the two accounts that she did not agree with and at that time she demanded to cancel both memberships.  The representative explained the cancellation procedures however in an effort to please [redacted] they offered to give both her and her husband a FREE month which she accepted
12/22/14 [redacted] demanded copies of the agreement which were provided
3/16/15 [redacted] called our account experts claiming to have sent a notice to cancel her account in February however upon being informed that no such notice was received and asked for proof she could not produce it and we let her know that without receiving the required notice or proof that notice was sent that she would need to send a written request to terminate; at that time she refused to send notice and demanded the accounts be terminated over the phone or she would file a report with the Revdex.com.
4/16/15 we placed a call to [redacted] regarding a delinquent balance and she refused to pay it.
Fitness Connection received the required 30 day written notice to terminate the memberships postmarked by the United States Postal Service 4/14/15, which was processed in direct compliance of the agreement
Again, we are truly sorry that [redacted] does not agree with the terms of the agreement; however her request to issue a refund as her desired settlement will not be granted as there is nothing in her account history indicating any errors were made.  We are more than happy, as our representatives have already explained to her, to review proof of cancellation sent prior to the one notice received by our offices.  Currently both accounts have delinquent balances and as they are no longer active will be turned over to a third party collection company, also explained in the agreement. We find nothing in our research indicating any violation by Fitness Connection to warrant a negative rating based on this case and in light of the research showing every effort and courtesy was extended to [redacted] and she still was not satisfied we respectfully request that this case be closed as resolved.                                         ...⇄ Respectfully, Fitness Connection

Sent: Monday, June 22, 2015 10:03 AMTo: drteamSubject: 2ND BUSINESS RESPONSE Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]   Contrary to [redacted]'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 [redacted] provides the document we are happy to review, research and make any account adjustments necessary based on the proof provided.

Sent: Monday, May 11, 2015 1:18 PM To: drteam Subject: Business Response Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business [redacted] RE: Case [redacted] We are very sorry to hear that Mr. [redacted] disagrees with the policies/procedures of Fitness Connection, a private...

members only facility.  When he became a member he agreed to provide a 30 day written notice which is required 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 give 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.   Additionally please note that the monthly fees paid to Fitness Connection are for the facility to be available to our members, it is in no way based on usage nor can any business force their members/clients to use the services that they purchase and said fees are the responsibility of the individual members to ensure are being paid to each service provider.  Account events below: [redacted], member #[redacted] Member sent the required written notice to terminate his membership, postmarked by the United States Postal Service as 3/31/14, which was processed in direct compliance of the agreement.Members inactive delinquent account was turned over to a third party collection company on 9/5/14Member called our office for the first time on 9/30/14 at 5:04PM CST to pay the balance after being contacted by the third party collection company.  Mr. [redacted] did in fact make payment in full.Member called again on three occasions demanding an update and claiming that the third party collection company reported his account.  Our account experts advised him that they would look into his concerns and correct any information necessary.  At this time Mr. [redacted] demanded to speak to a supervisor and was informed they forwarded his information and the supervisor would review his account in order of receipt with other member’s requests.12/3/14 the payment verification was made with the third party collection company by a supervisor and an account expert contacted Mr. [redacted] to confirm that the payment was properly reported and his file was updated to reflect the satisfied status.We do understand and sympathize with Mr. Khatri’s frustration at not getting answers as quickly as he would have liked, however we do work with hundreds of members a week at minimum and we must respond in order of receipt as to not be partial to any one member.We find nothing in our research indicating any violation by Fitness Connection to warrant a negative rating based on this case; Mr. Khatri’s account was cancelled just as his written notice requested and all account activity is in direct compliance of his signed/authorized membership agreement, therefore we respectfully request that any negative mark be removed and the case be closed as resolved.                                                     ...⇄             Respectfully, Fitness Connection

Sent: Wednesday, August 17, 2016 2:30 PM Subject: Business Response: Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] We are very sorry to hear that Mr. [redacted] disagrees with the policies/procedures of Fitness Connection, a private members only facility and...

if he feels his experience with our team was anything other than professional.    Account events below:                                     ...⇄ ·        2/2/16 Mr. [redacted] became a member of Fitness Connection ·        3/1/16 Mr. [redacted] first monthly dues billing returned, marked Not Sufficient Funds by his banking institute ·        3/1/16 Mr. [redacted] claimed to a manager at one of our locations that he was not informed his billing was authorized for the first of each month and demanded his return fees be waived. ·        3/4/16 When Mr. [redacted] paid his delinquent balance Fitness Connection waived his return fees which is a courtesy we offer to all of our members once during each 12 month period ·        6/6/16 Mr. [redacted] dues billing was returned, marked Not Sufficient Funds by his banking institute ·        6/10/16 Fitness Connection’s returned billing file was resubmitted to all banking institutes for a second attempt of collecting the owed monthly billing which included Mr. [redacted].  This electronic file bills for the unpaid monthly fees owed plus return fees which is standard business practice and noted in our membership agreement. ·        6/14/16 Mr. [redacted] called our billing office again demanding his fees be waived.  At this time he was informed that as a courtesy and under no obligation to do so Fitness Connection will waive a fee for our members once every year.  Further they explained that we had extended this courtesy to him in March of this year and would not be able to do so again. ·        6/27/16 A supervisor in the billing department contacted Mr. [redacted] to discuss his account.  Mr. [redacted] was claiming he had funds available and would forward proof due to the Insufficient Funds code that came back as rejected by his banking institute.  This was the last correspondence our office had with Mr. [redacted] The agreement that our members sign state that the monthly dues are owed on the first of each month and our electronic billing files are sent out on the first or first business day depending on the calendar.  It is not within a business’s control as to how long each banking institute takes to debit their customers’ accounts, therefore we can only state the due date of our billing and that the funds will withdraw “on or about the first” which takes into account business days as well as processing time by the banking institutes. Again, we are truly sorry that Mr. [redacted] does not agree with the terms of the agreement; however his request to be issued a refund as his desired settlement will not be granted as there is nothing in his account history indicating any errors were made.    We find nothing in our research indicating any violation by Fitness Connection to warrant a negative rating based on this case and in light of the research showing every effort and courtesy was extended to Mr. [redacted] and he still was not satisfied we respectfully request that this case be closed as resolved. Respectfully, Fitness Connection

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,
  It's becoming more apparent that this business will not be satisfied with any data provided to show dates of certified delivery. After providing screenshots directly from the [redacted] app, they still want to dance around handling this issue. If needed I can provide the information I emailed directly to their VP out of garland Texas. As well as recorded phone calls where I have spoke with him in regard to this issue. Your continued denial about receiving my March certified letter, as well as letters I mailed in December and February are nothing more then that. Whether theses items were lost in the mail or not, I have provided proof they were sent and it is your responsibility to handle letters you sign for at your Webster Tx location. If YOUR company lost my letter, it is not my responsibility to continue to pay certified fees until you do your job and handle it like a professional business. Your practices are deceptive and are nothing more then a scam to continue to drag this out so the fees continue piling up. I'm respectfully requesting this case remain on this businesses record, to prevent further deceptive practices and inform the public of what scams they can suffer through by signing up with them.

Sent: Thursday, June 09, 2016 3:20 PMSubject: Business Response - Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[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 [redacted]. To date we have no record of receiving any written requests regarding this 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 [redacted] Cert Mail receipt, [redacted], etc.) and make any account adjustments necessary based on that proof.  Our account records do indicate that Ms. [redacted] contacted our third party billing company on 2/26/16 at 5:14PM requesting the entire balance be waived from her account and as the representative explained that they could not waive the unpaid monthly fees they did offer to waive 3 late/return fees if the monthly fees were paid at which time she refused to pay and upon being advised of a delinquent balance being turned over to a third party collection company she stated she was not worried about that at all. At this time we respectfully request that this file be closed as resolved, removed as unfounded or that Ms. [redacted] forwards valid proof of mailing one or both cancellation requests in order to support her dispute and make any necessary account corrections.