American Family Fitness

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: [email protected] have included an attachment showing the overdraft fee as a result of the January charge of ***Please let me know if there is anything else I need to submit for a refund of the fee Regards, [redacted] [redacted]

There is an outstanding balance for [redacted] from a previous membership that was not resolved and therefore sent to collections [redacted] will need to contact our billing office, [redacted] , at [redacted] and reference her account number [redacted] to determine a payoff Thank you, [redacted] American Family Fitness, [redacted]

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

First, we are sorry for [redacted] ***’s loss and sympathetic to his disability We shared the same sentiment with him in his most recent call this past month In fact, over the *** years in business we have gladly and willingly made hundreds of accommodations for those who have lost loved ones or have become disabled related to their agreement and fees We would be interested in doing the same with [redacted] for a reasonable settlement It should be noted that there are numerous factual and contractual inaccuracies with [redacted] ***’s comments One of which being that the membership was not a gift and the agreement was executed/signed by [redacted] himselfPlease see the attached agreementWe vehemently deny that any fraud has taken place nor infer that [redacted] is a liar Our manager has in fact returned his call There has simply been no written proof of any notice of disability or cancellation in our records as required by the agreement he signed In addition, this is a monthly paid, subscription based membership and unfortunately, thousands of members pay for their monthly dues without using the clubs, even with our best efforts to encourage usage Despite all that is happened, we have, as a courtesy, cancelled his membership to date because of his situation without further obligation If any written proof of cancellation can be produced and verified, we will refund dues taken beyond that date

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

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

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 Regards, [redacted] ***

[redacted] cancelled her previous agreement in 2013. A former member who rejoins is subject to new rates and terms. [redacted] signed and agreed to a new 36 month agreement in January, which cannot be downgraded to a lesser term. A copy of her agreement is attached. I have spoken with [redacted] ... on 2 occasions explaining the terms of the agreement and offered a 90 day deferment of her dues, which she declined on both occasions. [redacted] received an email from her son disputing the agreement to which he replied with the same explanation of the terms and responsibility. We are not able to modify or cancel her agreement based on her age or the premise that she was not wearing her glasses at the time of the sale. [redacted] General Manager American Family Fitness, Mechanicsville [redacted]

I left a message for Mr [redacted] today as he indicated he had spoken with meIt was not me with whom he spoke; it was one of our membership representativesThere is no indication that Mr [redacted] has submitted a cancellationThere is a note on the account that he spoke with someone in August of and they advised him the procedure for cancellation however the request was not receivedIf Mr [redacted] has a copy of his cancellation we will be able to look further into that for him.Cheryl D [redacted] General ManagerAmerican Family Fitness, [redacted]

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] This is a continuation of a previously-closed complaint, ID # [redacted] The business said they would stop billing my card, but then did so anywayThis behavior is consistent with my previous experience with the business, as well as several online reviews and other Revdex.com complaintsFrom my bank: Card Number 54**-***-***-**Merchant Name AMER FAM FIT FREDERICK [redacted] VA Merchant Phone Number [redacted] Merchant Description Club Membership TransDate Oct 1, Posted Date Oct 1, Amount ( $49.95) The last message from the business on the previous complaint: This message originally read on 8/17/MESSAGE FROM BUSINESS: Diana [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/duesSince MsNagy 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 relocatingAFF 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] - General Manager AFF - Fredericksburg No change from the previous complaint, which they failed to comply withI 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 recordsAFF does not have my permission to store my credit card numberThey have repeatedly demonstrated a complete lack of integrity by continuing to withdraw funds from that card after stating that they would cease to do soOriginal desired outcome: Refund the unauthorized $duplicate charge on my cardCancel my wife's gym membership and do not charge me for anything elseDelete my credit card numberFor 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 practicesThese are not "oops" situations, these are evidence of a business that builds overbilling into its financial plan

We have already explained to the member, she has a signed contract binding her to the term

American Family Fitness has no records of processing a cancellation for this membership If Mr [redacted] can provide a copy of the cancellation paperwork we will be happy to clear this up for himShawn V [redacted]

We have no notice of cancellation on file

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.

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.] There has been no resolution for this matter [redacted]

We do not have a cancellation on file for the member I have enclosed a copy of notes by [redacted] from 9/1/which are included in the notes section of his member file (Member called in inquiring about his charges of $I explained to him that his membership dues are $and that the payment was not able to process on his draft date, so a $decline fee was addedHe said that his girlfriend (on the membership) is now incarcerated and that he has moved to [redacted] **He said that he already spoke to "a lady" about cancellingI asked if he had filled out any paperwork for that request or sent an email, he said "no, that lady said she would take care of it." I advised him that there is nothing in his account indicating his request to cancel and that he should visit our website to find the approved list of documents for proof of relocationHe asked if he would be refunded his money after sending one of the documents, which I told him unfortunately he would not since the contract is still currentHe asked for my name, the number at our location, and the corporate numberThen, hung up.) Entered by [redacted] [redacted] ***

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.I have attempted to contact and left multiple voice mails with no availI will not pay for a membership I did not use after I cancelledThe employee told me to cancel early I had to either move certain milage away or pay cancelation fee which was $I paid said fee and went on with my lifeIf their was a mistake made by the employee then that is something you need to address but it is wrong for my to suffer for the mistake of your companyAgain I will be satisfied when this account is removed from my credit report and American family fitness agrees I do not owe them this extreme amount of moneyI feel that if amfam saw that it had been over a month since I visited the gym that I should have atleast received a courtesy call to ask if something was wrongThis is very bad business practice and unfair to your patrons Regards, [redacted]

Dear Mr***,I can appreciate the frustration you must feel about a double billing Upon reviewing the account, you were in fact billed twice for your maintenance feeI apologize for this mistake.A $credit adjustment was added to your account on 4-8-15, less than one month after you brought the mistake to our attention I have attached the account transaction history to the complaintPlease call our office if you have any questions Best in HealthAmerican Family Fitness

Mr [redacted] purchased a month to month membership on 1/20/ 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, Per company policy, we require a day in advanced written notification to cancel before the next bill date If we receive the proper documentation 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 occasionHe chose to purchase a month to month contractNot only did MrBoi sign the contract on January 20th, but he also signed saying he understood the cancellation policy for this contractHowever, on March 17th, Mr [redacted] came to see Mr***, the Membership Director who he has been dealing with this entire time as a prospect and memberMr [redacted] was loud, demanding and threatening, determined we prorate half of AprilHe argued because he was turning his 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 AprilHe continued to be loud and belligerent, refusing to sign the cancellationMr [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-rateFinally, 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 calmMr [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 monthHis last bill will be April 1stMr [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

[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 the customer who indicated that he would accept the offerHe stated that if there were further issues after this, he would reach back out to us