American Family Fitness

Hi ***,
"">Mr***’s original agreement began 1/18/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 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***, that was March 1st of each year. Therefore, the maintenance fee was due. However, Mr*** 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*** did his end of term cancellation in January, so March 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*** April 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

Revdex.com:
I have reviewed the offer 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
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,
*** ***

*** *** 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, day written notice is required to cancel therefore *** *** is responsible for
the 3/15/payment. The balance in question is for the 3/draft as *** *** is disputing the charge with her credit card company. Based on the terms of the agreement, there is a balance of $on her account because of the disputed March payment

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 knowSincerely,
Jill ***
General Manager, Short Pump American Family Fitness

Revdex.com:
I have reviewed the offer 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,
*** ***

The membership for *** *** 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 $
*** ***
*** ***
***
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***

I will be satisfied when I am no longer responsible for American family fitness' mistakeWhen they fix the issue I will be satisfied

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

Kids 9-cannot use motorized equipment *** *** came to me and asked if an exception could be made for potential members because they have a son with Down Syndrome and I replied no because the motorized equipment can be a hazard for younger kids I do not feel that Miss ***
left my office and stated to the ***'s that an exception had been made When the ***'s young children would get on the motorized equipment our fitness staff would enforce the no motorized equipment policy When I first heard from Mr*** *** I instructed Miss *** to call him to clear the matter up and he would not return her phone calls yet continued to call me.At no time during our face to face conversation did I say to the ***'s that they should have known Miss *** was lying and quite frankly their misinterpretation of what I said further enforces to me that they did not accept the policy as stated by *** ***. In email correspondence I requested from Mrs*** the name of persons that her family referred and whom referred them to issue appropriate benefits I will be very happy to assist them ensuring referral benefits are given but I do need the names of the referrals.It is unfortunate that the ***'s feel they have been deceived but nothing in the review of this matter supports their claims and unless they are canceling for medical or relocation reasons they are responsible for the membership term purchased *** ***General Manager

[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 ***, 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: ***
Regards,
*** ***

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 mistakeA $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 Health
American Family Fitness

American Family Fitness offers several types of memberships to it's customers They may choose to purchase a year, year or Month to Month If a person chooses to purchase the year or year they are agreeing contractually to remain a member unless they relocate more than miles
from one of our clubs and pay the cancellation fee of $or for medical reasons with a Verification of Disability The policy insures that we do not base our decisions on a case by case basis which may lead to unfair or discriminatory practices AFF will be happy to cancel Mr***s membership if he provides the proper documentation in order for us to do so.Thank you,*** ***GM - Fredericksburg

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 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, Mr*** 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 called on October 3rd, received a call back from Asstmanager on that same day and left a message, we did not receive a call back. I called the member today, they said they fax a medical cancellation the end of October, I explained we had not received it asked them to email and I will
take care of the cancellation

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

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 do not possess a copy of the cancellation paperwork of a gym membership that has been closed for over two years, nor do I possess a copy of our original contract Since payments ceased after I signed the cancellation paperwork at American Family Fitness, I believed the membership to be terminated with all debts paid.Furthermore, the only payment I was late on during my seven year membership with American Family Fitness was in I switched banking institutions from *** to *** *** and forgot to update my recurring payment information with American Family Fitness American Family Fitness notified me with a late payment notice via the *** *** *** *** and the issue was resolved immediately I received no such notice because from American Family Fitness at any time from September of to January of nor did I stop payments, American Family Fitness did Had I received a notice for the time in question, I would be in possession of my cancellation paperwork and the issue would have been resolved in I am not asking for a refund of months that I paid and did not attend the gym or for any service while I was a member, only not to be charged for six months after I had filled out the necessary cancellation paperwork I am not going to speculate whether the paperwork was lost or misfiled but I did sign it in person at American Family Fitness in August of 2014.I await your response.Sincerely,Regards,
*** ***

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 have no choice but to pay this as they simply won't bend on their policiesWhile I understand the reasons for the policies, I do NOT understand their refusal to consider extenuating circumstances
Regards,
*** ***

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

As shown in the ***, 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