American Family Fitness

Tell us why here...American Family Fitness has documentation of relocation which was received 9/28/12. The past due balance is for June 2012-September 2012.  Per the notes by National Fitness our billing department in 2012, the member was made aware of the balance prior to cancellation: The...

note reads as follows“member said that she needs to cancel due to relocation. advised member she will need to send in pom and pay past due balance plus cancellation fee. member wants a copy of contract before she pays anything. advised member I will need a payment to hold on to the account member said she refuses to make payment til she sees contract” CKG - 09/17/2012 at 3:53pmWe mailed a copy of the contract as the member requested on 9/17/2012 and then again on 11/2/2012. The the member took no action to resolve the balance.  All documents are attached with this email.  Thank you

[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.]
Better Business...

Bureau:
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]

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.

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

I have been a member of American Family for a few years now, and I think they do a great job. The classes are great, and the instructors are top notch and enthusiastic. They are always bringing in new equipment and sprucing up the place. They have plenty of machines, even at the busiest times, and the locker rooms are clean. My only suggestion would be to offer more yoga classes during the after-work hours.

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.
After offering evidence of faxing the cancellation form 11 days before I was billed, managers response was, "we have no record of the cancellation request." All documents were faxed to the business to cancel membership. We are simply trying to cancel membership for medical reasons and the staff has transferred us between corporate and the location several times. They said they have no way of processing refunds. After one month we have also been charged a "yearly maintenance fee." Her response was, "we are a business." This is not how a Revdex.com rated business should treat clients / that is appearant from their written response. If I was an owner I'd be highly concerned of my employees' behavior. I'm asking for my membership cancelled, the month after request be refunded, and the yearly maintenance fee be refunded. This is reasonable and if corporate can't see it that way than there is a larger problem within this company.
Regards,
[redacted]

[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]

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 [redacted] 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] himself. Please see the attached agreement. We 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.

[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]

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 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 2011.  I switched banking institutions from [redacted] to [redacted] and forgot to update my recurring payment information with American Family Fitness.  American Family Fitness notified me with a late payment notice via the [redacted] and the issue was resolved immediately.  I received no such notice because from American Family Fitness at any time from September of 2014 to January of 2015 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 2014.  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. Respectfully, [redacted]
Sincerely,Regards,
[redacted]

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

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

We have no notice of cancellation on file.

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

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.

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 him.
 
Shawn V[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 avail. I will not pay for a membership I did not use after I cancelled. The employee told me to cancel early I had to either move certain milage away or pay cancelation fee which was $200. I paid said fee and went on with my life. If 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 company. Again 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 money. I 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 wrong. This is very bad business practice and unfair to your patrons.
Regards,
[redacted]

We do not have a cancellation on file for the member.  I have enclosed a copy of notes by [redacted] from 9/1/14 which are included in the notes section of his member file.
 (Member called in inquiring about his 2 charges of $91.95. I explained to him that his...

membership dues are $76.95 and that the payment was not able to process on his draft date, so a $15 decline fee was added. He 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 cancelling. I 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 relocation. He 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 current. He asked for my name, the number at our location, and the corporate number. Then, hung up.) Entered by [redacted].
[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.
[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 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.

member called on October 3rd, received a call back from Asst. manager 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.