American Family Fitness

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. 
 
 
 
On March 11thSharon [redacted] contacted our office and we once again reminded her to cancel in writing. Upon receipt of the email notice to cancel, the balance was adjusted to $293.85 to reflect 3 months of unpaid dues (Oct, Nov, & Dec 2014)
National Fitness informed the [redacted] of the new balance on March 19thand the past due months.
 
As per our contracts, accounts will remain active until a written notice is received. Out of courtesy, we have adjusted the balance to reflect only 3 months past due so they would not be continuously billed.
 
Payment can be remitted to:
Richmond Fitness
4200 Innslake Drive, Suite 104
Glen Allen, VA 23060
 
Thank you

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

[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.

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

Revdex.com received notice from the business they have emailed the customer directly with information about the November Draft being cancelled.

American Family Fitness has spoken with Mrs. [redacted] and resolved the issue.  Mrs. [redacted] bill date has been moved to the 15th of every month.

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 contract. Therefore, we have notified Ms. [redacted] 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 [redacted]General Manager, Short Pump American Family Fitness

AFF has contacted [redacted] and offered a resolution for her situation.  She is happy with the resolution and will be working with Dina J[redacted] to correct.

[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 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,
[redacted]

AFF has no record of receiving a cancellation.  We will be happy to clear the account if Ms. [redacted] has a copy of the cancellation. Thank you

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 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 no choice but to pay this as they simply won't bend on their policies. While I understand the reasons for the policies, I do NOT understand their refusal to consider extenuating circumstances.
Regards,
[redacted]

[redacted] is the most recent agreement initiated in July, 2015.  It has an expiration date of July, 2018 which is why the agreement is set to expire on that date.  The $49 is the annual maintenance fee which was also agreed upon in this agreement.  This fee is withdrawn on the same...

date each year per the agreement.  Mr [redacted] stated that he had moved and we are able to cancel this membership for permanent relocation as long as we can be provided proof of permanent relocation that is 25 miles from our location.  A list of acceptable items of proof can be found on our website and/or I am able to send them to Mr. [redacted].  He will not be subject to the $100 cancellation fee since he is outside of his original term with American Family Fitness.  We would cancel the agreement once we received the proof and it was processed.

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]
[redacted]
American Family Fitness, [redacted]

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.

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.
I am not satified ,they didnot explain completely terms of the new contract, such as it was for 3 years and yerly maintence fee all I want is for my contract to be yearly is that asking too much? I will never recomend American Family Fittness to anyone again.  Thank you Revdex.com for your help
Regards,
[redacted]

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

[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]
[redacted]

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.

[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 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: [email protected].
Regards,
[redacted]
Hi, yes, this matter has been resolved.  You can notate the account as resolved.  When you sent me the last email, for some reason the account would not open and I received an error message.  I didn't worry about it because I had already spoken with American Family and knew it was resolved. I didn't realize you were seeking confirmation. But yes, please mark the situation resolved.  Thanks!  [redacted]