American Family Fitness

[redacted] membership expires 9/30/ Our records indicate that Ms [redacted] first attempt to cancel her membership with us was on 8/3/in which her End of Term Cancellation was processed and she made her final payment of $for her 9/1/dues Since Ms [redacted] only had one payment left prior to the end of her membership, it was deemed and advised that she pay the $instead of the $relocation fee for relocating AFF has not processed any payments to the account since her cancellation and in house payment on 8/3/and will not process any future payments[redacted]

AFF has contacted [redacted] and offered a resolution for her situation She is happy with the resolution and will be working with Dina J [redacted] to correct

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Please have AMF validate this debtThe documents can be mailed to my address Regards, [redacted] ***

[redacted] I can understand your frustration, but it is my job to uphold the terms of the contract We require a 10-day written notice to cancel that can be sent in by e-mail, fax, or mailed in Unfortunately, we have no record of a written request to cancel from you prior to today’s request If you can provide proof of the previous request I would be happy to backdate the cancellation I am one of member service managers here at the corporate office, and we all follow the same policies and terms Therefore, any of us that you speak with will have the same answers to any questions that you have The cancellation received today has been processed The final bill for your account will be 9/30/and your membership will cancel as of 10/29/ Please let me know if I can be of further assistance

Revdex.com received notice from the business they have emailed the customer directly with information about the November Draft being cancelled

Dear Sir or Madam,While some of the facts outlined in this complaint may be distorted, we do want to take responsibility for any ambiguous information stated on a contractTherefore, we have notified Ms [redacted] of the cancellation of her contract, reimbursement in full, and our apologies for the miscommunication If we can be of any service in the future, please let us know.Sincerely,Jill ***General Manager, Short Pump American Family Fitness

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I am willing to pay the that I owe to Amerian Family FitnessHowever where does the fees come fromI think that is unfair and unjustAmerican Family Fitness should allow me to pay the since that is what I oweAdding all these additional fees is ridiculous and simply a way to get extra money

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***

July 8th 2014, our collection company, [redacted] , advised of the [redacted] of their balance and took a payment of $and referred them to contact the American Family to cancel In September 2014, they made contact with [redacted] and paid $and again was advised contact the club to make all updates The Schwarzmanns were informed twice they needed to cancel with the club and failed to do so Our collections status is a ‘No entry’ statusThat might have been interpreted as they had no contract by the front desk or her son It is our policy to deny entry for collections status members On March 11thSharon [redacted] contacted our office and we once again reminded her to cancel in writingUpon receipt of the email notice to cancel, the balance was adjusted to $to reflect months of unpaid dues (Oct, Nov, & Dec 2014) National Fitness informed the [redacted] of the new balance on March 19thand the past due months As per our contracts, accounts will remain active until a written notice is receivedOut of courtesy, we have adjusted the balance to reflect only months past due so they would not be continuously billed Payment can be remitted to: Richmond Fitness Innslake Drive, Suite Glen Allen, VA Thank you

The member joined for a month agreement Our options to cancel are listed on the second page of the agreement which includes relocation If a member moves miles or more away from the club with proof of relocation they may cancel [redacted] has not met the criteria to cancel for relocation

[redacted] is the most recent agreement initiated in July, It has an expiration date of July, which is why the agreement is set to expire on that date The $ [redacted] is the annual maintenance fee which was also agreed upon in this agreement This fee is withdrawn on the same date each year per the agreement Mr [redacted] stated that he had moved and we are able to cancel this membership for permanent relocation as long as we can be provided proof of permanent relocation that is miles from our location A list of acceptable items of proof can be found on our website and/or I am able to send them to Mr [redacted] He will not be subject to the $ [redacted] cancellation fee since he is outside of his original term with American Family Fitness We would cancel the agreement once we received the proof and it was processed

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

Revdex.com spoke with [redacted] from the businessThe contract signed and the terms of employee discounts are two separate agreementsThe terms of employee discounts can only be discussed with the employeeThe family has been give months of free membership

This complaint has been resolved within the location directlyAmerican Family Fitness has granted the request for the $refundPlease see attached email with confirmed resolution

American Family Fitness has spoken with Mrs [redacted] and resolved the issue Mrs [redacted] bill date has been moved to the 15th of every month

AFF has no record of receiving a cancellation We will be happy to clear the account if Ms [redacted] has a copy of the cancellationThank you

We do offer a freeze option for a max period of days There is a $monthly fee as written on the first page of the agreement under the freeze column I have attached a copy of the first page Also the number of months that have were put on freeze will be added to the end of the agreement.DeAnn E [redacted] General Manager, VA Center Commons

Firstly, I would like to personally thank [redacted] for her service to our country.A representative at our corporate office spoke with [redacted] and her bank representative on a conference call yesterday March 10th around 3:pm This issue was resolved by the bank representative verifying that American Family Fitness did indeed attempt to withdraw her funds from the debit card on the 15th of each both January and February in accordance with her agreement; and in both attempts she had insufficient funds As the bank representative informed her: the information wasnot available on her bank statement because debit card transactions are simply declined for the insufficient funds – had the automated draft been attempted directly from the bank account with ACH information, she would have seen the attempt on her statement and been charged a fee by the bank as well The bank confirmed the payments were attempted in accordance with the agreement.At the end of the call, [redacted] apologized when realized she did not have the complete information available on her bank statement and we did our diligence in honoring the agreement.Best in health and wellnessAmerican Family Fitness

[redacted] is the most recent agreement initiated in July, It has an expiration date of July, which is why the agreement is set to expire on that date The $is the annual maintenance fee which was also agreed upon in this agreement This fee is withdrawn on the same date each year per the agreement Mr [redacted] stated that he had moved and we are able to cancel this membership for permanent relocation as long as we can be provided proof of permanent relocation that is miles from our location A list of acceptable items of proof can be found on our website and/or I am able to send them to Mr [redacted] He will not be subject to the $cancellation fee since he is outside of his original term with American Family Fitness We would cancel the agreement once we received the proof and it was processed

Contact was attempted to notify the member in MarchThe account was deactivated at that point and no further drafts were accumulatedThe amount due reflects Jan, March and Feb plus the annual maintenance fee from January and collection feesWe have waived the decline and late feesMember is still responsible for the missed payments [redacted] General ManagerAmerican Family Fitness, Mechanicsville