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American Family Fitness Reviews (237)

Review: I cancelled my membership o/a 17 AUG 2015 due to a military PCS move. I went in to the American Family Fitness Chester location and spoke with a representative there. I cannot recall his name, but he was male, a bodybuilder's build, and African American. I was told that since I was already in a billing month I would be charged through the remaining billing period which ended o/a 13 SEP 2015. I was told I had up until that time to utilize my membership and that I would not be charged after that time period.

After 13 SEP 2015 I was charged again. Thinking this was an error, I waited for it to go away. After about a week I went back to the location to inquire about the charge. I was told that I would be charged an additional month because my orders were dated for me to PCS on 23 SEP 2015. This was not what I was told when I went to cancel my membership. I told the American Family Fitness representative what had transpired previously and he said there was nothing he could do about it. I proceeded to contact my bank to dispute the charge on my card and USAA ultimately recouped the money that was charged to my account.

Last week I received a letter from a debt collector in regards to this matter; showing an amount more than what was owed previously. I proceeded to contact American Family Fitness to discuss the issue. I was told that I was contacted by email, which I never received. An email never made it to my account from American Family Fitness or its affiliates, I never received a phone call about this, and I never received a formal hardcopy at my mailing address.

Ultimately, it was the employee at American Family Fitness who handled my cancellation that told me I would not be charged and told me how long I had to use my membership, as mentioned in the first paragraph. American Family Fitness should honor that. This resulted in an unforeseen expense and lost opportunity to utilize my membership.Desired Settlement: I would like American Family Fitness to absolve the current outstanding debt and contact me in regards to this matter.

Business

Response:

The billing issue has been resolved by American Family Fitness and Mr. [redacted] has been contacted. Thank you

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 wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I moved from Glen Allen, Va to Albuquerque, NM where American Family has no facility. In order to terminate my contract early due to the move I had to supply them with proof of address change such as a drivers license or utility bill etc...., which was impossible since I had not moved yet. I was told that I would have to pay $100.00 fee for the early termination of contract. There were only 2 mos left on my contract which would have also been $100.00. Last fall I have to suspend my membership for 2 months due to radiation treatments for prostate cancer. This added 2 months to my end of contract date. American Family Fitness charges a $50.00 per year maintenance fee on top of the membership fee. They are charging me the maintenance fee for another year because my extended contract date was past the annual maintenance fee due date. They charged me for 2 years of maintenance fees when I only had a 1 year contract with them. They refused to refund the fee to me because quote "they had no way of doing that."Desired Settlement: $49.48 refunded to my checking account.

Business

Response:

Hi [redacted],Mr. [redacted]’s original agreement began 1/18/14 and was set to expire 1/18/15. He did an elective freeze (not medical) on his membership and was informed by employee handling the freeze that the 3 months would be added to the end of the original agreement date. He agreed to the freeze and change in the expiration date which was moved out to 4/18/15. Per the contract, “the maintenance fee will bill on the first day of the second month of your contract, and then yearly on the anniversary of the first maintenance fee draft”. For Mr. [redacted], that was March 1st of each year. Therefore, the maintenance fee was due. However, Mr. [redacted] did come in and remove the freeze on his account one month early, so his new expiration date should have reverted back to 3/18/15. Mr. [redacted] did his end of term cancellation in January, so March 2015 should have been his last billing. The expiration date did not revert back in the system and was still showing a 4/18/15 expiration date. AFF does owe Mr. [redacted] April 2015 dues in the amount of $49.95. That amount was refunded back to his credit card today. Please let me know if you need any further information regarding this account.

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 wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: My wife moved to South America in November 2014 after a separation. Her gym membership remained on my credit card. I asked her to cancel the membership in March and she said she was unable because they kept directing her to an online form, and she did not have internet access or even reliable phone service. She tried calling AMF corporate office as well to try to transfer the membership to my name, but after being bounced around and redirected at international rates she gave up. I tried to cancel her membership and I was told that I could not do it - Only she could cancel her membership. Even if I could, I did not have access to the required proof of relocation that they demanded for the cancellation, so it would have been a verbal request either way. She was briefly in the States a week ago and went to the gym to cancel in person. She spoke with [redacted], who cancelled her membership and gave her a receipt for the final $49.95 payment on my card. I checked my bank yesterday and there were two $49.95 payments that processed on my card. Furthermore the cancellation did not show her name in the "Member Name" field, it showed [redacted] name. I went to the gym tonight to resolve and spoke with [redacted], one of the membership directors. After expressing confusion about why [redacted] put his name on the form, and failed to cancel my wife's membership yet charged me twice for it, he said that he could request a refund of the second billing, and submit a request to cancel the membership. He continued to explain that they would continue billing me until October when the contract expired because she didn't submit proof of relocation. I explain repeatedly that she had tried but did not have internet access, but he said she still needed to submit it to cancel. [redacted] didn't explain this when she was physically there, yet now [redacted] tells me they're going to keep billing my card because she relocated to somewhere without internet access.Desired Settlement: 1. Refund the unauthorized $49.95 duplicate charge on my card.

2. Cancel my wife's gym membership and do not charge me for anything else.

3. Delete my credit card number.

Business

Response:

[redacted] membership expires 9/30/2015. Our records indicate that Ms. [redacted] first attempt to cancel her membership with us was on 8/3/2015 in which her End of Term Cancellation was processed and she made her final payment of $49.95 for her 9/1/2015 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 $49.95 instead of the $100.00 relocation fee for relocating. AFF has not processed any payments to the account since her cancellation and in house payment on 8/3/2015 and will not process any future payments.[redacted]

Consumer

Response:

As shown in the [redacted], the first attempt to cancel was in March. Of course you don't have any record of it; why would you record the times where you successfully impede a customer in a difficult situation from cancelling their membership? There were several calls both the gym and the corporate number during that period, which I could prove through cellphone records on both my phone and my wife's phone, yet you have no record of this. From reading the gym's reviews and other complaints on the Revdex.com, you guys are experts at squeezing a couple more dollars out of your customers before allowing them to break free of you financially. Your business practices disgust me. I accept the resolution because it means I'm done with your unethical business permanently. I hope the Revdex.com makes note of this obvious pattern and reduces your rating due to the quantity of complains from people who are simply tired of trying to remove your greasy hands from their pocket.

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,

This is a continuation of a previously-closed complaint, ID #[redacted]. The business said they would stop billing my card, but then did so anyway. This behavior is consistent with my previous experience with the business, as well as several online reviews and other Revdex.com complaints. From my bank: Card Number 54**-[redacted]-**20 Merchant Name AMER FAM FIT FREDERICK [redacted] VA Merchant Phone Number [redacted] Merchant Description Club Membership Trans. Date Oct 1, 2015 Posted Date Oct 1, 2015 Amount ( $49.95) The last message from the business on the previous complaint: This message originally read on 8/17/2015 MESSAGE FROM BUSINESS: Diana [redacted] membership expires 9/30/2015. Our records indicate that Ms. [redacted] first attempt to cancel her membership with us was on 8/3/2015 in which her End of Term Cancellation was processed and she made her final payment of $49.95 for her 9/1/2015 dues. Since Ms. Nagy only had one payment left prior to the end of her membership, it was deemed and advised that she pay the $49.95 instead of the $100.00 relocation fee for relocating. AFF has not processed any payments to the account since her cancellation and in house payment on 8/3/2015 and will not process any future payments. [redacted] - General Manager AFF - Fredericksburg

No change from the previous complaint, which they failed to comply with. I will not mark this complaint as complete until AFF refunds the unauthorized charge, and tells me in writing that they have deleted my credit card number from their records. AFF does not have my permission to store my credit card number. They have repeatedly demonstrated a complete lack of integrity by continuing to withdraw funds from that card after stating that they would cease to do so. Original desired outcome: 1. Refund the unauthorized $49.95 duplicate charge on my card. 2. Cancel my wife's gym membership and do not charge me for anything else. 3. Delete my credit card number. For the Revdex.com: Please change AFF's rating to accurately reflect their behavior towards former or departing customers, and the frequency of customer complaints against their billing practices. These are not "oops" situations, these are evidence of a business that builds overbilling into its financial plan.

Business

Response:

Mr. [redacted] is correct. We drafted Mrs. [redacted] account erroneously due to a data entry error and have corrected the mistake. The funds taken on 10/01/2015 have been refunded to the account and the error has been corrected. AFF sincerely apologizes for the mistake.[redacted]

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.

The data entry error would not be possible if you didn't still have my credit card information on file. I want to know that you have removed my credit card information so I don't need to continually monitor my accounts for more American Family Fitness data entry errors. You do not have my authorization to continue storing my credit card information since I am no longer a customer and owe you nothing.

Regards,

Review: I signed up with American Family Fitness on Jan 01, 2015 and according to my contract agreement my payments was suppose to be $81.00 every 15th of the month. On the Feb 02, 2015 I noticed my account was debited for $111.00 which right then I didn't think nothing of it. However on Mar 02, 2015 once again my account was debited $111.00. I contacted American Family Fitness reference to the over charging I was told that I did not have funds available in my account and was charged late fees. I contacted my bank and also looked at my bank statement and was told by my finanical institution that this was not true American Family Fitness never tried to retrieve funds from my account. I went in to American Family Fitness with my supporting finanical documentation on Mar 06, 2015 and spoke with [redacted] membership director who had signed me up to try and resolve this issue. I also spoke with[redacted] from corporate who became very rude and when I ask to speak to his supervisor he told me no and I proceeded to ask why and then stated she was on the phone and I would receive a call back. I even stated we can do a thrid party call with my finanical institution. I just don't understand how can you state no funds were available due to my bank declining and then turn around and receive funds from that same account charging late fees.[redacted] stated that no attempts had been made and no overdraft fees had been applied because the funds were always available. I also explained to Michelle and Brian I no longer feel comfortable doing business with them. I am a retried United States Army veteran of 24 years with multiple deployment going all the back to [redacted] who only wanted to maintain my physical and mental health but was cheated out of my hard earned money.Desired Settlement: No longer would like to do business with this establishment and would like to cancel my contract.

Business

Response:

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 3:45 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

Review: Due to unforeseen circumstances, I was having a hard time paying for personal training that was being automatically charged to my credit card. [redacted], the fitness director, came into the office and sat down with me and said there was NO WAY to stop my personal training. No one I could talk to about it. Nothing. I decided, with her, that my only option to extend my payments until September paying $59.99 a month for my membership and $220 a month for personal training so I was paying less each month over a longer period of time. Before leaving, [redacted] mentioned another option to me. [redacted] told me, with another manager as a witness, that it was also an option to transfer any number of sessions to another member's name. She told me that she would begin asking a around to see if any of the [redacted] clubs current clients were looking to buy a few more sessions for a discounted rate. She told me that the sessions would be good at any location with any trainer. So I continued to rack up sessions and let them max out my credit card. I had asked around, but no one wanted to purchase my sessions. Finally I posted an ad on [redacted] to sell my now 30 sessions. I really nice lady who was a member of American Family contacted me. She was interested in buying all 30 of my $55 sessions for $20 each. I was taking a HUGE cut in the amount, but it would be better than no money, and American Family would still be getting all of their money. The lady then contacted the gym to confirm that it was a legitimate transaction and was passed off a couple times before being told that they would be contacting [redacted] and someone would get back to her. When they finally got back to her, she was told that the sessions were nontransferable. I have called and left three voicemails for [redacted] over the last month, and I have received no response.Desired Settlement: For all of the trouble I have gone through, I would like the $450 that I currently owe to be waived from my account, my account to be completely canceled, and I would like to transfer my remaining sessions to another member.

Business

Response:

[redacted] was never told to sell Personal Training sessions on [redacted] by anyone at the [redacted] location. The agreement she signed states it is none transferable. The agreement can only be cancelled for relocation and medical disability and this was explained to [redacted] when she signed the agreement. Attached is a copy of the policy signed by [redacted] agreeing she understood American Family Fitness policy.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The contract does read that the sessions are nontransferable, however it's completely unacceptable to suggest that I am lying about what I was told by [redacted] at the [redacted] location. While she did not specifically name [redacted] as a means of sale, she DID explain that the selling of sessions was an option and it was up to me as to who I sold them. This information was volunteered without my inquiry. My phone calls and voicemails to [redacted] have been completely ignored suggesting that she knows that she gave me false information.

Regards,

Review: Review: On Mar. 17th 2017 I cancelled my membership with American Family Fitness. In order to do so I was required to show up in person, I spoke with a sale rept. Hhe walked me through the cancelation form. I thought that, like most types of memberships,and mine is Month to Month, that I was going to have to wait an additional 30 days from the effective date of cancellation, so I said that to him . he said "no" since they billing cycle is on April 1st so I have to pay for another full month, and mine was up on the 31rst of this month (March) which was the payment that was drafted out on March 1rst.Desired Settlement: Cancel my membership and applying prorating for the month of April.

Business

Response:

Mr. [redacted] purchased a month to month membership on 1/20/2015. Because we only bill on either the 1st or the 15th of each month and Mr. [redacted] wanted to begin using the facility immediately, we pro-rated his charge to use the gym through to the end of January, and set up the first monthly draft for February 1, 2015. Per company policy, we require a 30 day in advanced written notification to cancel before the next bill date. If we receive the proper documentation 30 days before the member is due to be billed, we cancel the membership, and they are no longer billed. We do not prorate any refunds, nor do we prorate usage of the facility for part of a month. We do offer a one month temp pass, which costs $120.00, or a day pass for $20.oo. The temporary pass options as well as the terms and conditions of a month to month contract, and the cancellation requirements of the contract, were thoroughly explained to Mr. [redacted] on more than once occasion. He chose to purchase a month to month contract. Not only did Mr. Boi sign the contract on January 20th, but he also signed saying he understood the cancellation policy for this contract. However, on March 17th, Mr. [redacted] came to see Mr. [redacted], the Membership Director who he has been dealing with this entire time as a prospect and member. Mr. [redacted] was loud, demanding and threatening, determined we prorate half of April. He argued because he was turning his 30 day cancellation in on March 17th, his April draft should only be for the days he planned to use the facility. Once again, we explained our cancellation policy, told him that since we bill to use the facility for the following month, he would have access to the facility through the remainder of April. He continued to be loud and belligerent, refusing to sign the cancellation. Mr. [redacted] explained if he didn't sign the cancellation, he would be billed again in May, and Mr. [redacted] just kept repeating his demand for a pro-rate. Finally, because he was causing such a scene and would not listen, I, the General Manager of the facility, had to ask Mr. [redacted] to leave the buildinglding until he was calm. Mr. [redacted] has since been into the club to workout, yet he still has not signed a cancellation form.Even though the member has yet to sign the appropriate documents, I have put in a cancellation for him dated March 17th so that he will not continue to be billed month to month. His last bill will be April 1st. Mr. [redacted] will also be allowed to use the facility through the end of April, 2015, assuming of course, he adheres to AFF rules of usage in the facility.

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 wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Revdex.com spoke with the customer who indicated that he would accept the offer. He stated that if there were further issues after this, he would reach back out to us.

Review: I called in early April to cancel my gym membership (my year was up in March 2016). I was told it had to be sent in writing and was directed to the website. The website was difficult to navigate, but I was able to email [email protected] to cancel my membership on 5 April 2016. Today I was charged a monthly fee and an additional fee.Desired Settlement: That my membership is cancelled immediately and that May's fees are reimbursed.

Business

Response:

Contacted the member directly and resolved the issue by canceling and refunding the membership. Best in Health Nicole F[redacted]

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 wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I have been out of work and kept my agreement with American Family Fitness by borrowing money from family members. I spoke with a representative at the corporate office I believe her name was Monica in the end of June maybe the beginning of Jul 2014 in reference to my account that was delinquent. At that time she informed me that my contract would be up and I could send request to cancel membership to my local [redacted]. I sent the the request to cancel my membership the beginning of July 2014. I have repeatedly called and asked to speak w/ managers and left messages at my local branch just to confirm that request; I never heard anything back my last call was actually 09/10/14 to discuss the one month I knew I owed. I had a voice mail saying to call the corporate office at American Family Fitness last so I finally got a chance to call them yesterday. Yesterday I spoke with a lady by the name of [redacted] and she informed me that my account was past due for June, July, and August 2014; I explained to her that I contacted my local branch and my account was cancelled in July 2014; she then stated that my account for some reason wasn't closed and they didn't have documentation on file. I did what I was supposed to do and they did not. I should not be penalized for their negligence and lack of correspondence.Desired Settlement: July and August 2014 should be waived because I submitted the request in a timely fashion to close/cancel my account.

Business

Response:

[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 3 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 9/30/14 and your

membership will cancel as of 10/29/14. Please let me know if I can be of

further assistance.

Consumer

Response:

I don't have any of the information she has requested however I can pull my phone call long showing I called and I left several messages can they pull their records. Are the conversations recorded? Can they pull the, conversations. I have stuck by my obligations although I was out of work up until the June payment. I have not used any of their facilities since February 2014 but I continued to pay; I am in no way trying to get away from WHAT I ACTUALLY OWE; which is the June payment.

Review: I decided to rejoin American Family Fitness after being a member in the past and was told that I can suspend my membership if I decided that I could not go for some time as I know that it is a bit harder to go during the colder months of winter. I was told that I can suspend the membership but was never told that they will change a fee of $15 per month for each month that it is suspended. As a previous member, I had suspended it which only extended my term on the tail end to make sure that I did complete 12 months of membership. With this in mind, I never thought of asking any additional questions.

Like most people, it is difficult to read through the entire fine print of the contract to know that they have mentioned this fee int there. The fact that I have done this in the past with no fees lead me to believe that this was still the case since I was told that I can put it on hold.Desired Settlement: At this point I would be happy to sever any further business with this company. I understand I had a contract and I would be happy to finish my contract and never do business with them in the future.

I would like to have a refund of the monthly fee being charged for putting the monthly membership on hold.

Business

Response:

We do offer a freeze option for a max period of 90 days. There is a $15 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

Review: My husband and I needed to changed our credit card number in the spring 2014. In September 2014, I called and gave them the correct credit card information ( for the third time) and cancelled our membership. Following this, we never heard from American Family Fitness. In fact, our son was unaware of our cancellation and tried to use the Midlothian facility one day in the fall and was turned away and told we cancelled the membership. This month, we received a call from National Fitness indicated that we owed over $600 in unpaid monthly fees. This affects our credit record for sure. My husband received a name and email address for B Harris from the Midlothian site and was told that they could not do anything at the facility but he was corporate and could help. To date, my husband and I have written FOUR letters to him, asking for an explanation and response to our dispute. We have never received any correspondence from him at all. No acknowledgement of our complaint has been indicated. According to online reviews, this seems to be a common complaint....charges accruing upon cancellation. As my husband stated, had we known immediately of the charges, we could have fixed the problem before such a costly debt was obtained. Furthermore, it seems unethical that any company could continue to bill consumers for services without contact.Desired Settlement: My husband and I would like to CEASE membership with American Family Fitness AND we want the entire $600+ said debt eliminated entirely.

Business

Response:

there is no cancellation scanned under their membership, member needs to provide a copy of the cancellation.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10540148, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I see NO proposed action on their part.

When I called the Midlothian site to give them my new credit card number, I told the woman who answered the phone that I was cancelling my membership at that point. She took all of my information and never mentioned that I needed to fill out a form. Again, I have not been billed since then nor have I received ANY late notices. I assumed my phone call was sufficient. However, 7 months later I find that I have a huge past due bill that has been turned over to a collection agency. Not acceptable.

Regards,

Business

Response:

July 8th 2014, our collection company, [redacted], advised of the [redacted] of their balance and took a payment of $338.85 and referred them to contact the American Family to cancel. In September 2014, they made contact with [redacted] and paid $308.85 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’ status. That 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.

Review: Family rate should have been adjusted to employee family rate from January 2014 to August 2014. They gave us two months free which amounted to $84.95, but they still owe us $169.90. [redacted] ([redacted]) told my wife when they hired her as a Group X instructor, that as long as she was "available" for 8 hours a pay period, we were entitled to the discounted rate. They first said that since we never came to them after their software ([redacted]) upgrade that the discount was forfeited. Then I asked corporate about it and [redacted] from corporate stated that my wife had to be working 15 hours a pay period for the discount. This is not understood as the norm for the fitness instructor community.

Business

Response:

[redacted] is not an employee of American Family Fitness. This is an employee related issue and will be handled internally. Thank you

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.

I am the primary account holder. This is an account issue.

Regards,

Business

Response:

Revdex.com spoke with [redacted] from the business. The contract signed and the terms of employee discounts are two separate agreements. The terms of employee discounts can only be discussed with the employee. The family has been give 2 months of free membership.

Business

Response:

Please see the attached contract.

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.

No offer made. The employee contract between my wife and the company is still needed to tell the whole story. What would also be beneficial is the companies policy regarding Group X (Fitness) Instructors and the membership reduction they receive.

Regards,

Review: Several months ago I met with a "customer service rep" at American Family Fitness on Mechanicsville Tnpk in order to discuss a month to month membership. I travel frequently for extended periods of time and did not wish to to purchase a yearly membership. I explained my needs to the representative and she informed me about a membership that was indeed month-to -month. A friend accompanied me because they were also interested in such a plan. The way the membership was explained to me was as follows: I could attend the facilities for a month for at least a total of 12 visits and then if I decided to sign a monthly contract I would need to contact them before the month was over in order to sign a monthly contract. At that time I signed what I thought was such an agreement as she had explained it to me. I did attend 12 sessions but decided to postpone signing any future contracts due to upcoming travel time and my husbands upcoming elective surgery but had planned on signing a month to month contract once my life was a littel more routine. I never had any intention in signing a yearly contract and I made that very clear from the begining. My friend decided not to take advantage of the offer. Recently, I received an email American Family Fitness stating that my payment was overdue. I contacted them by phone on 4/4 and ended up speaking to [redacted] who stated that he was the General Manager. We could not come to an agreement about the misunderstanding and he was extremely rude so I requested to speak with his supervisor. He said that since he was the "manager" he did not have a supervisor. When asked who he worked for he stated that he worked for the owner who was [redacted] but that [redacted] could not be contacted. He gave me the number to Corporate Headquarters. The person I spoke with at Corporate stated that [redacted] was NOT the manager and I needed to speak with [redacted] who was the manager. Fortunately, I was using the speaker phone for these conversations so I have witnesses to what was said that day by [redacted], [redacted] and Corporate headquarters. [redacted] and I could not come to any agreement and in fact, stated that she would back her employees. She stated that since the contract I signed was for a year, that I was bound to that contract. I feel that the terms of the contract was misrepresented to me and my friend in the same fashion that [redacted] represented himself as the "the manager" and claimed he did not have a boss. Unfortunately, I was planning on signing a month to month contract in the near future but will not do so now because of the deception I experienced not only by the sales representative but also by [redacted] who falsely claimed to be the manager. I have spoken to my friend, who was with me on my initial visit to American Family Fitness, and their impression of the terms of the contract were identical to mine and in fact they also stated that at no time were we told that we needed to take further action if we did not wish our monthly membership to continue. I am very disappointed in this organization's unwillingnes to settle this disagreement in a more amicable fashion. I could understand if I had continued to use the gym after my 12 visits and now just do not want to pay the dues. But I have not used, attempted to use or been contacted by American Family Fitness until this recent e-mail.Desired Settlement: I would like them to void the contract that I signed under false pretenses and misrepresentation of the contract I would also like an apology from American Family Fitness for the deceit and deception on the part of the sales representative and [redacted], although I realize this is not likely. Thank you for your time

Business

Response:

[redacted] signed a 12 month agreement. The term, dates and payment amounts are all outlined on her contract and signed by the member. She is obligated to the terms of the agreement. I am sorry that [redacted] feels she was deceived, however we make our agreements clear and our sale representatives review these details with our members upon joining as well. When [redacted] spoke with [redacted] he stated he was a manager and attempted to address her concerns professionally. I apologize if there was any miscommunication regarding her next steps. I did speak with [redacted] on April 4th and communicated the same information to her as [redacted] had done earlier that day.

General Manager

American Family Fitness, Mechanicsville

Review: I am 78 years old. Last year after my husband died I cancelled my membership. Four months after his passing I decided to re-join American Family Fitness to become active again. I went in to sign up and met with a staff member who signed me up, but never told me a senior membership was for a two year period. At my age I would never sign a two year contract.

I contacted a staff member and was told a contract is a contract.

My original contract was for one year, and when it was time to renew we either let them know to cancel or the member continued for another year. I have never signed and would not sign a two year contract at my age.

30 Days before my contract was up for renewal I asked about a six month pool only membership and that is when I was told I had a two year contract and there was nothing they could do.

Dealing with seniors everything needs to be explained and maybe initialed where the contract period is listed. They never explained that to me nor did they tell me it was a two year contract.

Business

Response:

Though I sympathize with Ms. [redacted], I explained to Ms. [redacted] that she did sign the contract and I was not able to cancel it until the end of the contract or if she had medical reasons she could not use the facility. See attached

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,

My complaint was and has always been that I was never told that this was for two years years. I would never have signed a two year contract because of my age. The reason I contacted them at the end of my one years was because I wanted to work out a swim only contract with them. I would never have contacted them if I knew that I had another year on the contract. I feel this is really taking advantage of older people. Why didn't he explain to me that this was for two years and have me initial that date. The name AMERICAN FAMILY FITNESS certainly does not represent the American Family because no one would do this to an older person simply to make money.

Review: American Family Fitness is trying to charge me $112.00 dollars for their mistake of not canceling my membership. They failed to do their job and now want me to pay for their mistake.Desired Settlement: I will not pay the monthly payment that they want me to pay because they failed to do their job and cancel my membership.At this point they have frustrated me and caused so many problems that not even the $ 100 dollars cancelation fee I should be paying. They need to understand that the customer also has a voice and deserve fair treatment.

Business

Response:

Dear Sir or Madam,

In the event a member should want to terminate his/her contract early, it is the sole responsibility of that member to make sure the appropriate documentation is provided and proper procedures carried out to ensure the cancellation of the membership and the billing is stopped. The early termination of contract requirements are clearly noted on every member's contract, and [redacted] simply did not provide the necessary documentation, nor did she follow correct procedure.

Review: My entire family patronizes the Short Pump facility. On 2 occasions I have received rude and disrespectful treatment from the front desk, [redacted] Her unprofessionalism was not only rude, but left 2 young girls feeling rejected and unwelcomed at this facility. My niece was visiting for 3 weeks for the summer. I asked if I could pay for a temporary pass, sign a waiver of liability, etc. [redacted] tried ostracize my niece by rudely asking me to make her sit alone in the snack barabsolutely no concern for her safety or care for her as young child. Although I spoke to other managers on duty, they were not helpful. They all just protected each other. Nobody cared about the customer or the girls. The girls left the gym in tears. I have emailed the G[redacted], on two occasions about our membership. I included my phone number, but she has not called or returned my email. Through all our years of travel with the military and now as corporate executives, we have had many gym memberships, but we have never experienced such rudeness, rejection, and poor treatment as provided by Short Pump management team.Desired Settlement: At a minimum the [redacted] should phone. I want to discuss membership and an apology.

Business

Response:

Dear [redacted],

I am sorry for your poor experience with the [redacted]. I can see where you would be upset, and I would be upset myself if one of my daughters or my nieces was in tears.

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Description: Health Clubs, Personal Trainers, Fitness Centers, Exercise & Physical Fitness Programs

Address: PO Box 691, Granite City, Illinois, United States, 62040-0691

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