American Family Fitness

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

[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 or April billIt 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

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I know for a fact that in January, *** *** notified your staff at the Mechanicsville location that this account was to be closedI will not be held responsible for your staff's error
Regards,
*** ***

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

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

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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.]I will start by addressing all of the lies that have been written here in order by American Family Fitness, and I would also like to provide proof of these lies, if you would allow me to send that information in First, they said this was shared sympathy in the call with me, and it is a flat out lie Everything that I stated in my first response is exactly correct I was so shocked at how the lady was treating me that I asked her if I could record the rest of the call, and she said no I also told her that I was shocked that she was treating me like a liar when we are dealing with a death in the family and grieving I asked to speak to her manager, and I let the young lady know I was going to let her manager know how she treated me She THEN said she was not trying to come off like that after I told her what I was going to tell her manager, but at no point did I ever receive an apology nor did she ever express any sympathies It's just a flat out, bold-faced lie Second, they said in *** years of being in business they have made accommodations for people with disabilities I offered to provide showing I was declared disabled, and they lady told me it did NOT matter At this point, I feel like I am being discriminated for being disabled, and they are trying to take advantage of a disabled person and elderly woman (** *** I most certainly spoke with someone at American Family Fitness in the ***, VA location * years ago explaining that I was declared disabled and I had to cancel my membership I was told that it would be canceled Third, they claim that the membership was not a gift and that I signed the contract They are correct about one thing, I did sign the contract, but one important thing they did not tell you is that I was not being billed for it ** *** was being billed for it So since they will claim that was not a gift, and I was the one who signed the contract for it, why is it that they were billing someone else (my mother) for the membership? By their definition of claiming it wasn't a gift, that sounds illegal to charge someone else for a membership for that long without them singing the contract I can show bank statements of where American Family Fitness was billing an account that I was not on Fourth, they claim the manager called me This couldn't be further from the truth I can do a print out of my records, and show every single incoming and outgoing call Just give me the dates, and I will GLADLY send you a copy of my phone records showing that American Family Fitness never called me back after I left a message for the manager In fact, let's get the time and date they claim to have called me I will send you all of the calls for that entire week to prove yet again they are liars and swindlers Fifth, they are saying that thousands of people don't use their clubs yet still pay their fees, and they try to encourage them going If anyone with a brain reading this would show how uninformed whoever wrote this response is I AM DISABLED! I cannot go to the gym because of my disability I have told them this I have offered to send proof that I have been declared disabled exactly around the time on my last visit years ago This is total discrimination, and you can tell whoever wrote this entire reply is either severely uninformed about the facts or they really do not care about swindling someone out of a monthly membership for years straight.Last, they are saying to provide written proof of me wanting to cancel my membership? Apparently they do not know how the office works in the Fredericksburg location I called them letting them know the situation, and someone told me I had to go into the office to cancel it I went into the office and canceled it Exactly what written proof am I supposed to provide? It was their memberships departments responsibility to cancel this and they did not put the proper cancellation through Please let me know an email or the method I need to use where I can send all of these documents proving what they are saying is a flat out lie Thank you!
Regards,
*** ***

The agreement signed is for a Household of membership and was not presented to include access for their daughterTo add a third person is an additional cost as discussed

I have spoken to Mrs*** and explained that we would be happy to provide a short term freeze for her family at no charge. This will allow her to retain her rate and continue to provide a caretaker for her son without having to change the terms of her agreement in the future. Mrs
*** was unsure if she wanted to freeze at this time and will contact me once she decides. This is an open ended offer

Revdex.com:
I have reviewed the offer
and/or response made by the business in reference to complaint ID ***, 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 yearsI would never have signed a two year contract because of my ageThe reason I contacted them at the end of my one years was because I wanted to work out a swim only contract with themI would never have contacted them if I knew that I had another year on the contractI feel this is really taking advantage of older peopleWhy didn't he explain to me that this was for two years and have me initial that dateThe 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

American Family Fitness has no records of processing a cancellation for this membership If Mr*** can provide a copy of the cancellation paperwork we will be happy to clear this up for him.Shawn V*** *** * ***

I spoke with *** *** on the phone on the morning of February 2nd. I told her that we could separate the drafts payments with her brother. To do so they would need to come in and rewrite the agreement in the new software and the change could happen. *** *** seemed fine with
the solution and the call ended with her saying that she would like to come in to rewrite the agreement so that we could separate her billing again with her brother. Systematically this is the only way for us to accommodate her request. We do apologize for any inconvenience this may cause. We do value her business. We are making all efforts possible to help fix this situation to her liking based on the software and resources at handWe hope to see *** *** and her brother come in soon so we may honor her request to separate the monthly draft

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 *** *** request to cancel AFF will be happy to refund any amounts drafted incorrectly if *** *** can
show documentation of cancelling her membership
Thank you,
*** ***
** * *** * ***

We are sorry for Ms***'s frustration, however, our records show that we spoke to her on 12/15/concerning her cancellation. We then followed up with an email informing her of the day notice we would require and to please respond if she would like to cancel as we needed it in
writing. We did not receive Ms***s request to cancel until 1/12/18, therefore causing her to be drafted on 1/15/18. We have set her membership to cancel as of 2/14/and she will not be billed any further. Kind regards,Shawn V***
*** ***

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 recordsAre the conversations recorded? Can they pull the, conversationsI 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 but I continued to pay; I am in no way trying to get away from WHAT I ACTUALLY OWE; which is the June payment

Mr***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

American Family Fitness does not charge cancellation fees unless a member relocates before the end of their agreement and is charged the relocation fee I have researched Mr*** account and see no record of him providing proof of move or paying a relocation fee or cancelling his
membership in any other way Their have been many attempts to contact him to resolve his past due balance which eventually was sent to a Collection Agency for non payment According to our records, MrGibson contacted AFF in November and was told that we have no record of any cancellation He stated that he did not have any documentation of the cancellation*** ***
*** *** * *** ***

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

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID
***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As a consumer if I am told every contract comes with childcare and I signed a contract then I would expect childcareHow was I supposed to know that the child has to be on the contractI am going by what the salesperson told me that sold me the contract so why should I have to pay extra when it's supposed to be part of the contract I signed and the current rate I signed up for.
Regards,
*** ***

I reached out to *** *** on 9/30, 10/4, 10/and 10/asking for documentation of the domestic violence. She has emailed back but we still have not received any documentation

Though I sympathize with Ms***, I explained to Ms*** 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