American Family Fitness

Review: I contacted member services for American Family Fitness to cancel my membership and was told there was nothing they could do and I had to carry out my payments I've not only experienced but have heard it from other members too. I contacted member services in Layton UT.Desired Settlement: I would simply like my membership canceled without any further payments being collected.

Business

Response:

[redacted], When you signed up you initialed and signed stating you understood you were in a contract and the only way that you could cancel early was relocation of 25 miles or more with a $100.00 cancellation fee or medical disability reasons. In that case you would take our form to your doctor to sign off on the reason that you cant work out, it also had to be for at least 30 days. We also train our Membership Directors to communicate this to all new members at the time they are joining. It is the responsibility of the consumer to make sure they understand what they are signing.

Consumer

Response:

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,

I would like to move on, and this issue resolved, as soon as possible, I should not be charged for something I am not using.

Review: I sent an email canceling my membership at the Chester location in the beginning of April 2013, which according to the contract, was sufficient. Apparently the email was not received, so at the end of April, I filled out the form. I was informed of any fees DURING those 30 days would be charged and that my membership was ended (by 2 employees). I was fine with paying the one month that fell within the 30 days. But no one informed me that the person I talked to was wrong. He did not cancel my membership, but because of the charge, the company automatically extended my contract without my knowledge. I got charged an annual fee for the remainder of the year on June 1, but my membership (after the involuntary extension) was up 4 days later.Desired Settlement: I would like a refund for the $39 annual fee. The only thing on my contract that I was told I was responsible for was the fee incurred within the 30 days, especially if my 30 day period ended before the fee was charged.

Business

Response:

American Family Fitness received notice of the written cancellation on April 30, 2013 The annual maintenance fee of 39.00 will be charged each year for the duration of the membership. This is stated on the contract and Mrs. [redacted] initialed that she understood and agreed with those terms. The membership was effective until 6/4/13 and the maintenance fee was collected on 6/1/13 still within the duration of the membership.

Consumer

Response:

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,

I disagree with the response, due to the fact that while I understood the payment would come out during the 30 day period, I was not told that my contract was extended during those 30 days, yet I was told that no other payments would come out of my account, other than the payment scheduled May 5, 2013. What they say I initialed was that I was aware of the annual fee taken in June or January. I was told that at the end of the 30 days, my contract was over. If two employees tell me that my contract is over before June, I don't feel I should be responsible for an annual fee, especially not one that only covered 5 days.

Review: In June of 2013 I sign a contract for Personal Trainer. 9 sessions a month, 54 total session, $225 every two weeks payment...In November of 2013 I became financial hardship and couldn't make my payments for Personal Trainer but kept my membership monthly payments current...They stopped my Personal Training session and told me that I couldn't use them until I was current. However it is going to be awhile for me to come up with the remaining $900 that I owe for the remaining 18 session. On Feb. 1, 2014 they refused my payment of $41.95 for the monthly membership. When I contacted the corporate office on the matter, they said that it was company policy that I couldn't use the facilities of the gym until my personal training payment of $900 was paid in full even though I haven't used the 18 sessions left and even though my membership monthly payments are current. I explained to them that it didn't make sense to me because I have two separate contracts with them. My membership contract is paid and current that I should get to use the facilities. Corporate said no and I had to continue paying my monthly dues even though they will not let me use the facilities until my $900 Personal Training is paid up...I still don't see how it makes any sense cause if I did pay the $900 then they will owe me 18 personal training sessions.. as it stands now I owe them nothing........ My complaint is that I want to continue paying my monthly dues and use the facilities and start back paying my $225 biweekly personal training payments in March..they said noDesired Settlement: I want to continue paying my monthly dues and use the facilities and start back paying my $225 biweekly personal training payments in March.

Business

Response:

If any portion of the membership becomes delinquent, access to the facility is restricted. In order to to gain access the balance must be paid for.

Review: I had a 3 year contract which I completed. I went month to month at that time I contacted billing department to remove my Bank and CC info. Told them I would mail checks in for payment. Company stated info had been removed.

January 2014, I spoke with company and stated I wanted to cancel my membership. Was told it was all taken care of.

August 14,2014 American Family Fitness debit my account for 43.95.

I contacted American Family Fitness where I was directed to [redacted] at corp office. Asked to speak with her supervisor and she would not release any information or transfer me.

Withdraw would not be refunded because you didn't state in WRITING you cancelled you membership.

Monthly membership was 100.00 month. They wait 8 months then bill partial amount.Desired Settlement: Refund my 43.95, Stop being rude to customers and screwing them over!

Business

Response:

As stated in the agreement, the membership will continue on a Month to Month basis until a request to cancel is received in writing. To date, AFF has no record of receiving [redacted] request to cancel. AFF will be happy to refund any amounts drafted incorrectly if [redacted] can show documentation of cancelling her membership.

Thank you,

Review: I was never told I would be charged a month to month fee after the period of my contract was over. I have been an American Family member on and off for the last 14 years, and with each termination, I have never had to write a 30 day advance notice of a cancellation of a membership. I signed a one year contract, and I assumed that after that contract was over, my fees were paid in full and I would no longer be a member of American Family. I have spoken to 3 other current or previous American Family members who stated that when their contract was coming up for renewal, they were contacted by an American Family membership associate and offered the chance to renew at the same price or to be charged a month to month rate. I was never offered this, nor was I ever contacted by any American Family personnel. About a month ago, I was suffering from acute appendicitis and was then hospitalized, having surgery to remove my appendix. I was not able to work out at any American Family locations during this time, nor was I in the capacity to inquire about my membership. I am asking to be refunded the $138.95 that I did not agree to pay and was subsequently charged for this month.Desired Settlement: I would like to be refunded $138.95 that was charged to me on June 4, 2014 and that my contract be terminated as of 5/30/2014 as originally stated in the 1 year contract. I would like to no longer be charged any membership fees from American Family fitness.

Business

Response:

I have attached a copy of the agreement from 2013 showing where [redacted] agreed to rollover on a month to month basis until 30 day written notice was given. In addition, the $39.00 maintenance fee was initialed by [redacted]. The combination of her monthly fee and the maintenance fee make up the balance in question.

Review: ON FEB 18 2013 I SIGNED UP FOR A GYM MEMBERSHIP WITH AMERICAN FAMILY FITNESS. I PAID IN FULL FOR THE YEAR OF $[redacted]. DUE TO THE DEATH OF MY SISTER JUNE, AS OF JULY 1 2013 MYSELF HUSBAND AND 4 KIDDOS WERE NO LONGER MEMBERS. DOCUMENTS PROVE LAST DAY OF MEMBERSHIP WAS JULY 1 2013. WITH THAT SAID AMERICAN FAMILY FITNESS ([redacted] IS WHOM I WERE TO GO THROUGH IN ORDER TO PROCESS CANCELLATION) WAS AWARE OF IT AND KNEW I WAS MOVING TO [redacted] TO TAKE CAR OF MY SISTER CHILD. FROM THERE I SUBMITTED PROPER DOCUMENTATION THROUGH [redacted] AS WELL AS A WRITTEN LETTER VIA FAX AND EMAIL. 10+ ATTEMPTS LATER MY DOCUMENTS WEREN'T GOOD ENOUGH. REGISTRATION AS WELL AS PROOF THROUGH [redacted] DRIVING RECORDS WERE PROVEN. THEY KEPT STATING THEY DIDN'T RECEIVE THEM WHICH WERE SENT AND "OK'D" VIA FAX AND INTERNET. CONTACTING AFTER CONTACTING , I FINALLY GOT FED UP AND ASKED TO SPEAK TO A REPRESENTATIVE...I WAS THEN MADE A MOCKERY OF AND WAS TOLD VERBATIM "SORRY THE SUPERVISORS CANNOT HELP YOU NOR TAKE PHONE CALLS"??? WITH ALL THE GRIEF I AM ALREADY GOING THROUGH TO CANCEL MY POLICY HAS BEEN EVEN MORE DEVASTATING. IM GOING THROUGH HARD TIMES AS IT IS. MY LAST DAY AT THE GYM AS A FAMILY WAS JULY 1 2013 WHICH I CAN GATHER ALL NEEDED INFO WITH THAT. WITH THE ABOVE GOING ON I DO NOT FEEL I WILL BE PAYING THE CANCELLATION FEE OF [redacted] DOLLARS AND I AM STILL WAITING FOR THE REIMBURSEMENT FOR JULY AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER 2013 , JANUARY AND FEBRUARY 18 2014 WHICH IS TOTALING [redacted] WHICH WILL EITHER GO BACK ON MY DEBIT CARD OR MY CHECKING ACCOUNT. I ANTICIPATE THIS TO BE TAKEN CARE OF PROMPTLY. CONTRACT STATES YOU MUST MOVE 25 MILES AWAY... WELL I AM 40+. IM DONE PLAYING THIS GAME. THANK YOU.Desired Settlement: [redacted] TO GO BACK INTO MY CHECKING ACCOUNT AND OR DEBIT/CREDIT CARD. I PAID IN FULL USING MY DEBIT CARD.

Business

Response:

American Family Fitness apologizes for any inconveniences to [redacted]. Our policy for relocation is to receive specific documents to be used for proof of the new address. While [redacted] has received her [redacted], [redacted] and [redacted], none of these items are acceptable. [redacted] has been explained what we need in order to process this cancellation. I am including a list of these documents. Once [redacted] has the appropriate documents ready, she is welcome to contact me, [redacted], directly at the [redacted] for further help. I may be reached at [redacted] or [redacted].

Valid proof of relocation includes:

Copy of new driver’s license

State issued identification card

Copy of utility or telephone bill at new residence

Copy of voter’s registration receipt at new voter’s district

Pay check stub

Copy of Auto/Home/Life/Health insurance policy containing new mailing address

An affidavit from attorney

Affidavit must be on attorney’s letterhead

Affidavit can only be signed by the attorney

Make sure that it includes the 3 required items. Member’s name, member’s new address, and date member moved.

Military Orders

Mission Papers

RENTAL OR LEASE AGREEMENTS ARE NOT ACCEPTABLE.

Thank you,

[redacted], GM, AFF-[redacted]

Review: On Aug. 5th 2014 I cancelled my membership with American Family Fitness.

In order to do so I was required to show up in person, between 9 AM and 5 PM on a weekday and speak with a sales person.

I spoke with a nice young woman, named [redacted].

She walked me through the cancelation form.

She checked off the type of cancelation on the form, and told me that my membership would end on 8/24/2014 and they would not draft out of my checking account in August.

I thought that, like most types of memberships, that I was going to have to wait an additional 30 days, so I said that to her.

She said "no" only if you have not completed your contract, and mine was up this month (August) which was the payment that was drafted out at the end of July.

The contract states that if you have completed you contract period, only 10 days notice before the next payment is drafted is required.

On August 27th American Family Fitness drafted another payment out of my checking account.

I called in and spoke to another sales person.

They said, " no" that I needed to give 30 days notice because my contract was not up until 8/24 and I came in on 8/5.

I told them what [redacted] had said and they apologized, but denied my request for a refund.

A asked to speak to a supervisor or manager who could authorize my refund.

I was told she was in a meeting, but they would have her call me back.

Later I received a call from a woman, who I thought was the manager, but who turned out to be [redacted]. She apologized for the error, but could not refund the payment.

I asked to be contact by the manager.

After 24 hours I still have not received that call back.

I planned based on AFF not drafting $87.95 out of my checking account in August. Now I am overdrawn by $78.45.

An apology is nice, but it is not accepted by my bank as a deposit to offset the $87.95.Desired Settlement: I would like AFF to honor the promise their Sales employee made to me.

I realize they said it was in error, but it has now caused me to overdraft in my checking account.

I work as a supervisor in Sales Support for a company which is ranked # 50 in the Fortune 500.

I honor errors made by our employees, when promises have been made, on a regular basis.

[redacted] apologized for the error, so there is not a question that the error was made.

I want AFF to honor the commitment their employee made.

I would also like a call from the manager confirming this.

Business

Response:

The cancellation was completed on 8/5/14 with a renewal date of 8/24/14. The renewal terms outline that a 30 day notice is required to cancel and buyer owes all payments until proper cancellation procedures have been followed. The 10 day prior to notice rule is applicable when the membership is past its renewal date. In addition I shared in written correspondence with [redacted] that the membership representative affirms she stated the membership would cancel after meeting its eligibility therefore I based my decision on the authorized documents. I have [redacted] signed renewal and cancellation forms.

Review: I Spoke to the individual working the front desk, [redacted] at American Family Fitness about the need to cancel my membership. He informed me that all I needed to do was talk to the membership department before my contract ended so that they would not charge me for the next month. Using the information provided to me by the American Family Fitness employee, I went to the membership department roughly 18 days before the end of my contract and told them of my request to no longer be a member. They then informed me that they would be charging me for an extra month at a higher rate than the monthly installments of my contract because I was not giving a 30 day notice. When I informed them that the individual working the front counter told me that I just had to let them know before the end of the next month, they informed me that they would not live up to what their employee had told me, and would still be charging for the extra month anyways. Stating that the contract that I signed three years prior held more weight than what their employee told three weeks prior. I also informed them that If their employee would have given me the correct information at the time that I asked I would have been more than capable of giving them a 30 day notice.Desired Settlement: I wouls like the moneys in which they drafting from my checking account rightfully returned.

Business

Response:

I have attached a copy of the agreement that states under section titled "Renewal Terms" that membership cancellation must have 30 days written notice in order to cancel and any scheduled payments during that 30 day notice will be collected. Under the circumstances described, it was correct to bill for the payment in question.

Consumer

Response:

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,

Under the given circumstances when an employee of the establishment misinforms a patron of the proper guidelines and policies it would then fall to the management to uphold the information that was given. Misleading a patron of three years to swindle them out of additional money is not only unethical but also just plain poor customer service.

Review: I am a former employee from [redacted] VA American Family Fitness. I left on good terms after marrying a Marine and moving away for several years in October 2009, we moved back to the area/ [redacted] Base (40 min north of [redacted]) and the entire 4 years I was gone, I kept in touch with management, fitness personnel and former clients via facebook with all intentions of returning to the club as a member! I stopped in to AFF one Sunday and signed up for a family package, 2 years and left smiling and excited to start coming in for classes, working out with old friends, seeing former coworkers and getting my fitness back, since I had 2 children in the last 4 years! Well, that night, I was called and told by [redacted] (sales) that my "employment at [redacted] caused a conflict" and was reason to deny my membership (they thought I was working for a competitor called [redacted]). Unbeknownst to him and management at the time, I was/am no longer employed there, as I left due to reasons involving my youngest children and the kid zone and my dissatisfaction of how it was being run and that the kid zone closed from 1230-430 every day, prime hours for ME to work out. (I "worked" for a week and let them know gracefully that I simply was not ready to get back into the work force and I just want to be with the kids and work out for me, not train people). Regardless, I should be able to buy a membership at as many clubs as I see fit. Once that issue was resolved/clarified with [redacted], [redacted] called me back and then proceeded to tell me that she had already shredded my paperwork and was denying my family and I a membership due to "the concern that I would solicit members as clients". It seems to me as though my membership was going to be rejected from the get-go (one reason or another) and it was a matter of finding a reason why to do it? I was/am so confused, as I made lots of sales, left on a good note, with notice after 4 years of faithful service and serving as a team player, living and breathing all things AFF! I literally asked her "so you are denying my family a membership because you "think" I could or the possibility lies that I would, solicit members for PT when I am clearly saying that I just want to work out?" and her response was "Sorry [redacted]". And that was the end of the conversation. I must say that I find it rude, offensive and most of all hurtful that as an employee of 3 years that made AFF lots of money and proved to be reliable and hard working, that my family would be unwelcome to enjoy the club as members when I returned to the area. It is also inappropriate that assumptions are being made as to my intentions of coming to AFF as a member. It is misjudgment and slander in my opinion. I was trying to get a membership for my family so I can bring the kids to the pool and be busy since my husband is gone from 5 AM until 9 PM Mon-Fri and I am trying to stay busy with the kids so I don't go insane. I am pretty much living as a single mother with 3 kids at home while [redacted] is in training at [redacted]. I have to say again that I am really upset about this because again, I have given no inclination or reason for anyone to assume anything about me or what I "may do". Again, my intentions are still to get myself busy seeing as a trip from [redacted] to AFF round-trip would easily consume a good half of my day, which is good for me as a stay home Mom. There is no other facility with such structured kids activities (this is my main attraction to membership at AFF!) in the area, followed by the indoor pool for the kids and I to relax and hang out. The free weight area is larger than the others around here and personally, I am partial to it since it is 24 hours ad has a huge variety of classes. I feel that [redacted] is denying not just me but my kids the ability to take advantage of all the club has to offer based on some "you could solicit people" delusion and that is sad. I am a spoiled Marine wife and I stay home with our children, but I am not working and I do not desire to do so either. Turns out that [redacted] is not even employed there any longer! So she ruined my membership then left. I emailed the general [redacted], the [redacted] as well as the [redacted], [redacted] on 10/9/2013 asking for a return call back regarding the matter to discuss membership to the club, and nobody even gave me the time to pick up the phone or return an email.Desired Settlement: I would like to be granted a 2 year membership to the club at the military discounted family rate with the first 6 months being complimentary, since while I was in [redacted] I also referred several friends to the club that signed up as members AND also signed up for personal training.

Business

Response:

The decision to deny membership to [redacted] was in no way on a personal basis. [redacted] was a Personal Trainer previously for AFF and we had parted ways amicably. It has been brought to the attention of AFF that at the time [redacted] inquired about membership that she was employed for a direct competitor and was also advertising for her own Personal Training business at her home or traveling to clients homes. Based on these facts, we made a business decision to not offer [redacted] a membership. When [redacted] was told about our concerns that she may solicit clients for either of her other Personal Training jobs she stated that she would not solicit our members, but questioned what we would do if they approached her and asked her to train them. Because she had been a trainer for this facility in the past, there is a high likelihood of possibility that our members would approach her. It was also brought to the attention of AFF that [redacted] had made extremely derogatory comments about two of our current Personal Trainers which could also cause conflict. AFF is standing behind the decision to not offer [redacted] membership at this time.

Review: While on a 10min break working for Amazon Fulfillment I feel misled into signing up for a gym membership by a marketing team from AFF. The marketing team was overwhelmed by a rush to give out Tshirts and much of the conversation was about "what size do you wear". There were 2 members of marketing team selling to 6+ individuals around a table. I was asked if my girlfriend (who worked with me) and I would like to sign up for a membership. The monthly fee was discussed but not much more as we were rushed during this break(bathroom, snack, water-oh and get a free Tshirt sign up here). I did in fact sign a legal contract that for my part I did not read due to time constraints. I am no longer employed, or involved with girlfriend who co-signed agreement. I have stopped in, called local office,and called corporate office in attempt to cancel my membership. I explained I am un-employed, no longer involved with co-signer but do have some savings and wish to pay the $100 cancellation fee. They will not cancel the membership because the only two reasons they can cancel are disability and moving from gym. I have stated the above case to their corporate office and was told they tell people when signing details including locked in for a year. As an honest consumer I told them it was a chaotic break period where Tshirt size consumed the conversation and was only told to sign here and this is how much I would pay per month. I do not have a copy currently and I am sure for my part I did sign a contract that binds me, however I do not feel it was just in method, or time allowed. Both Local and corporate offices offered to freeze(60 days) the membership and were lock step in denying any other assistance. I am asking to cancel this contract for following reasons:1. I am unemployed have no income (willing to pay the cancellation fee)2. No longer involved or have contact with co-signer(my bank account drafted)3. Honest consumer and was not sold in good faith - Thank you, Xavier SmithDesired Settlement: Would like to pay cancelation fee and part ways.

Business

Response:

The member signed a legally binding contract to be a member for one year. We can freeze a membership payments for two months at no cost as a convenience for hardship purposes such as unemployment. In the membership agreement it is signed off on where the member understands the ways that they are allowed to terminate the agreement early. One of those reasons is a 3-day cancellation policy. For this exact reason of a buyer feeling that they made a purchase that they are not satisfied with or if they don't understand everything in their agreement, they have 3 business days to read over everything and change their mind for a full refund if they choose within that first three day window after signing. Other than that if a member moves more than 25 miles away from our facilities and can show proof we will allow them to pay $100.00 cancellation fee to cancel early. The other reason is medical disability. If a member is unable to workout for 30 days or more and their doctor fills out our medical disability form and signs off on the member being unable to exercise we will freeze the membership for that length of time or cancel the agreement at no cost. We do not have clauses to cancel an agreement for a member not being with their girlfriend anymore even if they are the co-signer. We do not have clauses to cancel an agreement for non-usage or job loss. The freeze can be put in place to help for a couple of months. The agreement has all of this information in it and it is signed off on and a copy is given to the new member as a receipt showing purchase of the membership. We cannot prematurely cancel the agreement unless it is for one of the reasons listed on the signed agreement. We are still happy to freeze your membership upon coming in the facility or written response to do so to the club for up to two months at no charge. Please let us know if we can do that for you. If we do not hear from you your membership will remain active with monthly dues drafted on your normal bill date. Thank you.

Consumer

Response:

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.

While I understand the contractual obligations having signed I feel the commotion at the marketing table was understaffed, to focused on giving out T-shirts and getting signatures in a 10 min break period while at work. This program was either understaffed, under trained, or poor business practice in general to get memberships. For those reasons I feel it was injust. This appears to be a common found complaint for this company. So my fear is this is a known business tatic and wish my voice to be heard.

Regards,

Review: MY PROBLEM IS I HAVE A HUGE COLLECTIONS BILL .

$1200 FOR A GYM MEBERSHIP THAT I CANCELED AFTER MY CONTRACT WAS UP I

TURNED 25 OR 26 AND WAS NOT ALLOWED TO KEEP STUDENT DISCOUNT.

I DID NOT NOTICE TILL I SAW IN MY BANK ACCOUNT WHERE THE PRICE WENT UP

I CALLED AND THEY SAID THERE WAS NOTHING THEY COULD DO AND THAT I WAD TO OLD. I UNDERSTOOD THAT PART AND SAID I WOULD LIKE TO CANCEL MY CONTRACT THEY SAID IT WAS TO LATE AND THAT IT ROLLED OVER A NEW CONTRAT I NEVER SIGNED UP FOR THAT AND FIND IT VERY SHADY THEY WOULD DO SOMETHING LIKE THAT I NEVER PAID THEM AND I FEEL I SHOULDNT HAVE TO PAY MAYBE THAT MONTH AND THE NEXT MONTH IM WILLING TO PAY BUT $1200 IS TAKING ADVANTAGE OF A CUSTOMERDesired Settlement: I AM WILLING TO PAY FOR A FEW MONTHS AND REALLY I SHOULDNT.

Business

Response:

Mr. [redacted]Could you provide your birthday and an address we might have on file so I can provide you with a copy of your agreement and transaction history? Thanks

Review: Our teenage daughter went to American Family Fitness and signed up for a 30 day trial membership. She has been to other gyms in the area, but wanted to give AFF a try. They had her sign a form and they took her debit card information. She was under the impression that it was a trial membership and at the end she could decline to sign up or go on a month to month basis. She recently lost her job so she went to AFF and told them she needed to stop her month to month membership until she found a new job, but was informed that she signed a year long membership. At this particular meeting (three days ago) they gave her a copy of the signed contract. This was the first time since signing the contract that she had actually seen the contract and comprehended what had just happened. They failed to give her a copy at the original signing.Desired Settlement: She would like to terminate this contract because it was done deceptively and without her full awareness or comprehension. She could not show us the contract because they did not present her a copy of it at the original trial membership signing. She was made to believe it was month to month (because she told the guy, [redacted], repeatedly that she only wanted a month to month membership) and it could be ended at anytime only to find out it was a year commitment, but by the time she realized she was in a year commitment she was told it was too late to end.

Business

Response:

Member signed a 1 year contract with the option of cancellation with in the 30 days if she used the gym 12 days with in the 30 days. Member failed to comply.

Consumer

Response:

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,

Review: I have spoke with Supervisor and Corporate to resolve contract cost when I had an emergency move. There unwilling to afford me the consideration. Please call me please.Desired Settlement: To relieve me of the frivolous charges.

Business

Response:

member was explained the relocation policy. In order to cancel for relocation member would need provide proof of relocation and $100.00cancellation.

Review: My wife was using a personal trainer service when she received a call to come down to the children service area where they were watching our two children aged 1 and 3 years old. The 3 year old had an accident and when my wife arrived my daughter walked out of the bathroom naked. They had told our 3 year old daughter to just stay in the bathroom by herself. I called to discuss this with the [redacted], [redacted], and finally 5 days later I received a call back about cancelling my membership. I was told they will not cancel the membership and no one with the entire company has the ability to cancel the membership. I was also told that nothing wrong happened at the children services and that they did everything correct. I am not sure how leaving a 3 year by herself in the bathroom is acceptable, but apparently they do. I was originally told by the membership representative, [redacted], that if we came in 12 times in the first month we could cancel. He said we could come in and just scan the card and leave. I talked to [redacted] about this and he says that that is not true. I told him that I had this conversation with [redacted] and [redacted] told me he was not in on that conversation and did not want to discuss that any further.Desired Settlement: I would like for our membership to be cancelled since they are not providing a safe place for my children. Since my wife does not feel safe leaving my children with the children services, she will be unable to use the gym since she is a stay at home mom.

Business

Response:

Dear Sir or Madam,

Review: I had a contract with American Family and cancelled it in May. I have now just been told that I owe them over $500 for the past 5 months. My membership rate was only $68 a month, yet I owe $510 for 5 months. I was hung up on by [redacted] at the cooperate office because she said there was no cancellation on file and there is nothing she can do to adjust the amount that I owe. I asked her how was I contacted the first month they didn't receive payment after my membership was cancelled. I was told automated calls were made (but no voicemail was left), and emails were sent. She didn't verify the email address or telephone number. It may have been just before 5 o'clock but that is not a reason to hang up on someone when they were talking. I am very upset with the manner in which I was treated. There is no reason why I would owe them that much especially since my 2 year contract has finished.Desired Settlement: I would like for my account to be back dated to the end of my original contract and any fees and/or fines to be cancelled. I am willing to pay my monthly dues for June, which I understand I was still under contract for. I would also like an apology from [redacted] for her unprofessional behavior towards a customer.

Business

Response:

The membership for [redacted] has not been canceled. Member may either email cancellation request or come into the club location of her choice to cancel. Balance on account is $374.21. [redacted]

Review: We have a membership with American Family Fitness (AFF) and have had one for almost 3 years. We had the account charged to our debit card and it came straight out of our checking account each and every month. Our debit card expired in February and my wife did not go in to fix it until April, simply due to us forgetting they were charging that card. When she went in to fix it they took the updated info but never started billing us. Now we are in collection and I had to pay late fees to get it out of collections. I should not be responsible for late fees after we updated the info due to them not billing the account. When I spoke to the person in the collections department they were not willing to waive any fees. They did give me a discount but again, I should not have to pay them for their mistake.Desired Settlement: I would like a refund of the late fees. In addition, I would like the use of the facility for my family to be at no cost until Sept when our contract expires. I do not want our contract terminated, just the cost waived until it expires.

Business

Response:

It appears that new draft information was given to American Family on 4/3 but the balance wasn't brought current until 6/19 therefore fees continued to accrue. We do not bill a member's account if there is a balance owed. Half of the fees were waived when the balance was brought current leaving $47.50 in fees that were accrued after the account was updated. We can credit a future payment in the amount of $47.50 but are unable to give three months free.

Consumer

Response:

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,

When we realized the credit card they were billing had expired we updated the info. We were never told that they would not bill us to bring it current. Nor did they start to bill us for the monthly fees. We tried to do the right thing and American Family Fitness was not willing to work with us.

Review: We have had a family membership in good standing with American Family Fitness/ [redacted]./ [redacted] since the [redacted] was built in 2001. Our original contract was a monthly fee at 69.95 per month with an automatic deduction from an attached credit card number. We were diligent in our contract obligations for the entire time. Our membership terms were 12 months. We satisfied our membership term for 13 years. We stopped using the facility February 18th, 2014 because we had sold our home in Chesterfield and we were moving.

On March 1st we moved to our new address [redacted]. On March 15, 2014 we went to the [redacted] and spoke to a [redacted] about cancelling our membership. [redacted] told us that we had "definitely satisfied our membership" and that cancellation of the membership "would not be a problem" [redacted] told us we were current in our fees.

Yesterday (July 5th 2014) we recived a statement from [redacted] claiming we owed them $94.95 for the March and April membership.

We feel very strongly that this a blatant attempt at making more money for NO services performed. We object to paying this fee when we have not had any service from them since February. [redacted] has received enough money from us.

In fact, [redacted] changed our contract with out notice when he removed the Racket ball courts and made the Yoga studio unusable in 2008. [redacted] went so far as to call me a " [redacted] for even suggesting he had a duty to his members. American Family says they are promoting a "positive fitness experience" when it has been anything but.

We are glad to leave and will not be bullied.Desired Settlement: We feel we do not have to pay the fee of $ 94.95 with no effect to our credit rating.

Business

Response:

[redacted] signed the cancellation for her American Family Fitness membership on 3/15/14. The bill date for this membership is also on the 15th of each month. Based on the terms of her original agreement, 30 day written notice is required to cancel therefore [redacted] is responsible for the 3/15/14 payment. The balance in question is for the 3/15 draft as [redacted] is disputing the charge with her credit card company. Based on the terms of the agreement, there is a balance of $69.95 on her account because of the disputed March payment.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.I will send $69.95 to [redacted] and I will consider this complaint resolved. I expect that my credit history will be cleared of this action. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: First American Family suspended our account for non-payment and sent us to collections for 143.00. They then turned around 3 days later and debited our bank account for that same 143.00 after previously sending us to collections. They did not at that time re-instate our membership. They then later sent us a letter saying they sent us to collections again and now for the amount of 600.00. I just received another bill saying we were sent to collections yet again and now for the amount of 723.65. This is for a membership that we have not been able to use since they had suspended our membership over 7 months ago, and now even if we pay the 723 dollars which I am assuming is for the remainder of our contract, and even if we pay that they will not re-instate our membership!!!!!!!!!! So they want us to pay all this money, after they have dented our credit for a service that we have not used, that will still will not be able to use even after all this money is paid?Desired Settlement: I would like them to take care of this 723. 65 bill and then remove it from collections. Especially since they sent us to collections and then days later debited our bank account. That is fraud!

Business

Response:

[redacted], In your contract that signed off and initialed off on, it states that non payment will suspend your membership and the money is still owed. The money is still owed because it is a legally binding contract with an agreed amount owed. Non use of the facility does not waive the money owed on the contract. It also states that you have to be current and in good standing with your billing to use the facility. Starting February 1st you were not able to use the facility until February 21st because your maintenance fee was not paid which was due on January 1st. After paying the Maintenance fee in February you did have access to use the facility until April 16th. Starting April 16th you were in collections for not paying your March 2014 or April 2014 bill. It remained that way going forward. On May 16th we did receive your May payment still not March or April. On May 20th you paid for March and fees but April was still owed. You never took care of paying for the missed months in the way that you needed to to get your membership reinstated. As time goes by you then are still responsible for the whole contract pay off plus late fees and collection fees. That is why you owe the escalated amount. We do not base the money owed on your usage. The money owed is based on what the contract agreement says plus all late fees and collections fees.

Consumer

Response:

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.

They did not offer to resolve anything! They just re stated what they had previously told me on the phone! This company is rediclious expecting you to pay all your membership through the time left on contract but still not be able to use their services! Not acceptable! They claim I did not pay my maintainance fees but I did because I remember specifically calling them when I saw the extra charge! They have since sent me to collections and are trying to charge me for all late fees plus the remainder of my contract that hasn't happened yet and all collection fees! This is absolutely unacceptable and they have made no effort to resolve the issue through the Revdex.com!

Regards,

Review: When discussing membership options with the sales associate, I advised that I would not need a long term membership since I would be taking a job north and the only reason that I was joining was to fill in the gaps from the time I got off work until I had school. I was told that it would not be a problem and that they would rescind the contract and that it would not be a problem to cancel the membership. I got another job closer to my home (35 miles from the gym) and went to cancel the membership and was told that it was not possible to terminate the contact. I explained that the only reason that I joined with them was because that they said it would not be a problem to terminate the membership at any time without any problems. The sales associate continued to reassure me that it was not a problem when I told him again that I would not need a long term membership. After talking with several other managers at the location, I was told that they would not terminate the membership, although I signed on false advertising and pretenses. The agreement was signed on fraudulent statements given by the employees.Desired Settlement: Please cancel my membership immediately based on the statements that this could be done at ANYTIME.

Business

Response:

The member joined for a 12 month agreement. Our options to cancel are listed on the second page of the agreement which includes relocation. If a member moves 25 miles or more away from the club with proof of relocation they may cancel. [redacted] has not met the criteria to cancel for relocation.

Review: I am writing to you regarding my unpleasant experience at American Family Fitness Center at the [redacted] and [redacted] location(s) unfortunately. On May 8th 2013 in the afternoon I entered happily into American Family Fitness [redacted] location expecting to continue my motto which is one must exercise to remain healthy. I approached the counter and told the lady at the front desk that I would like to purchase a one day pass to workout. I was then told to wait for a membership director and I said ok. The membership director approached me whose name is [redacted] directed me to her office so that she talk to me about option(s) for membership and to tour the club. I clearly expressed to the membership director whose name is [redacted] and I clearly stated that I was interested in working out for a one time/ one day workout before I signed anything. The reason I even chose to enter American Family Fitness was the fact that I was visiting a family friend and they suggested I could workout at the American Family Fitness. I clearly stated to [redacted] that I do not live in close proximity to the [redacted] location and therefore suggested that I could possibly workout at the [redacted] location which is also very far from the address I have provided. So thats what I exactly did I went to the [redacted] location and several times I asked before and after I completed my workout to check to see if I made the twelve days the computers were down. The computers were down every single time I asked. When I have called numerous times via telephone I am never contacted back in regards in reporting the computer problem and also suggested that I did not know what I was talking about and was even yelled at for even inquiring to speak to a manager at the [redacted] location. All of the responses have not been told to me in an appropriate manner or tone via person/telepDesired Settlement: Refund due to misleading information

Business

Response:

This is in response to the agreement for [redacted]. [redacted] entered into a one year agreement with American Family Fitness in May 2013. There was an addendum to the agreement that stated that [redacted] could cancel his agreement during the first 30 days for any reason as long as he visited the facilities on 12 different days. On several days, there were multiple check-ins which would only constitute one visit. I have spoken with [redacted] in regards to this and explained the reason for being unable to cancel the membership. [redacted] informed me that several of his check-ins weren't recorded because a computer problem at our West End facility. I contacted that facility and they informed me that they had not had several computer outages. At this time, because the stipulations of the addendum were not met, I am unable to cancel the current agreement. Please let me know if you have any questions.

Consumer

Response:

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,