American Family Fitness

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.No offer was made. Basically, AFF got our business based on fraudulent statements made by the salesperson. We have contacted a lawyer and he will be communicating with the AFF corporate offices. This is really a shame because the facilities are nice. We have no reason to lie about anything we are saying. 
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 send $69.95 to [redacted] and  I will consider this complaint resolved. I expect that my credit history will be cleared of this action. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Member signed cancellation on March 31, 2015, the cancellation state we need 30 days notice to cancel the membership.  See attached members cancellation.

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]

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.
No offer made. The employee contract between my wife and the company is still needed to tell the whole story. What would also be beneficial is the companies policy regarding Group X (Fitness) Instructors and the membership reduction they receive. 
Regards,
[redacted]

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] [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]

The membership for [redacted] 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 $374.21.  [redacted]
[redacted]
[redacted]
[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]
Revdex.com spoke with the customer who indicated that he would accept the offer. He stated that if there were further issues after this, he would reach back out to us.

It was explained to the member that a charge was attempted on the [redacted] debit card ending in [redacted] with an expiration date of [redacted] on 5/15 & 6/15 and each of the payments were returned.  The $** decline fee for the 5/15 charge was waived as a one-time courtesy on 5/19/17 as a one-time...

courtesy.  The attached documents were emailed to the member yesterday at [redacted] as requested to show proof of the attempted charges and subsequent declines.  Also attached is a copy of the membership agreement which clearly states that “a $** charge will be assessed for dishonored or returned checks, credit cards, and EFT transfers.”  Please advise if any additional info is needed. Thank you,

Please see the attached contract.

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

I went in on 2/19/18 to inquire about their memberships as I had recently moved to the area. I visited the Colonial Heights location. After visiting the location I decided to join as 1 they have a swimming pool and I have arthritis and 2 it was much cheaper than the YMCA. I did ask about cancellation if I moved out of the area and was told that it would be $100 and proof of move since I was doing the 36 month membership and was unsure if I would be in the area that long due to my job. Fast forward to the following week and I am informed from my job that I receive a free membership to the YMCA. I call and ask to cancel my membership as I haven’t made 1 payment yet. I explained that I would be willing to pay for the first payment as I had used the facilities once. I am told by Emily that I cannot cancel as I had passed the 3 day grace period. I was never informed of this during the initial meeting. Never actually saw a contract. Was never given a copy of the contract. Any other gym membership I have had I was given a 30 day grace period so thought that was standard for the contract. When asked if there was anything I could do was told I could call corporate. When I spoke with corporate I was told the same thing and told to contact the general manager. I have left a message with the general manager and I heard back from his assistant 2 days later. He said he would have the general manager call back. Left another message with the general manager on Monday and still haven’t heard anything back. I don’t think I should have to pay for a membership when 1 never saw a contract 2 this 3 day period was never mentioned AT ALL and 3 I won’t be using the facilities at all. I have no problem paying the first payment but don’t believe I should have to pay 35 more months of $40 and 3 yearly fees of 50. This is paying almost $1600 for a membership that won’t be used because they don’t show anyone what they are signing and don’t go through everything in the contract.

The people that work at American Family corporate are rude. I spoke with a person in the corporate office and I called to see why I was charged 49.99 on this random day when I already paid my bill Nov 15th. We she says that is the yearly maintenance fee that you agreed to and it is charged every year. Then I say OK but why doesn't American Family send out a email to say we will be deducting this amount on this day prior to doing it being that it is only once a year. Candice in her rude condescending tone replies saying we don't send out email, and we would receive to many calls if we send out emails to inform people of the fee. That there sounded a little sketchy because consumers pay several things monthly and to remember the date that American Family will be charging this bogus yearly maintenance fee is a bad assumption that people remember regardless of what they agreed too. I don't need to be reminded that you agreed to this because frankly I am not on a contract and cancel this at anytime. We pay $900 a year for our membership then 49.99 for this maintenance fee almost $1000 a year which is ridiculous. Remember how you treat your customers is how you gain loyalty. I will be searching for a new gym.

I have been a member of American Famioly Fitness for about 6 months now. When I fell ill, I was in and out of hospitals for about 2 months. I called to cancel my membership and I was told it's a contract so there was nothing that couild be done. A few months go by and in that time span I received a new debit card than the one they have on file. Then, I get charged 200 on my new debit card from none other than American Family Fitness. I'm just trying to see the legality of any of this, from refusing to cancel an ill woman's membership, to illegally searching and charging a card they had no permission to charge, to charging 5 months worth of membership all at once. Needless to say, once this contract is up, I will never be a member here again, assuming I don't decide to get a lawyer first.

Review: I was a loyal member of AmFam from April 2007 to August 2014; initially on a 3 year contract, then a 1 year contract, and then monthly on a recurring payment. I moved out of the area in March of 2014 but wasn't actually able to go to AmFam to cancel my membership until the beginning of August 2014 when I filled out my notice of cancellation. The recurring payments ended after August 2014 and I never heard or received anything from AmFam again. July of 2016, I received a notice from a debt collector claiming I owe $409.75 from American Family Fitness. I inquired and they stated it is from gym dues from September 2014 to January 2015.Desired Settlement: To have these fees waived and my credit report corrected. I had a very positive experience with AmFam prior to this incident, recommending the facilities to family and friends. However, I willingly paid for the six months I was unable to go to the gym between March and August, physically went there in person to cancel in August, never declined payment (the recurring payment stopped), and was never notified by AmFam that there was an issue.

Business

Response:

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]

Consumer

Response:

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,

Review: I had a membership with American Family Fitness and had to cancel the membership in Summer of 2012 because I was relocating with a job to Georgia. In my contract it stated that I could cancel the membership if I moved within a certain distance, there were not any American family fitness locations in Georgia. There was a 100.00 cancellation fee which I was aware it. That was when the nightmare began. I was told I needed proof that I moved I provided to them a pay stub from my job with my address which was on the list of items that was acceptable. I finally received a bill a little less than 300.00 because they said I had to pay for the months from which I provided the documentation. The person I spoke to at the gym (unfortunately I cant remember her name) did not say that only that I needed to put in writing that I'm moving and provide proof of residency which I did. A few months later I found out American family fitness placed me with collections and I owed them over 600.00. I'm currently in the military and have been traveling as well on deployment, so I have not been in contact with American Family Fitness. Today, (7/31/16) I went in to the gym to speak about possibly rejoining, the sales representative was so anxious to get me and my family in and soon as I explained to him that I might owe and I didn't understand why the balance was 600.00 he quickly told me he couldn't help us and told us to call corporate and rushed us out. I was so embarrassed that he treated us like that, it shows her American Family Fitness treats their military customers. Its a shame that American Family doesn't have better practices because when I did attend the gym it was a pleasant experience its not until afterwards when you have to cancel that American Family Fitness can become ugly.Desired Settlement: I want my account to be absolved or at the very least to be adjusted to the correct amount. I canceled my membership due to relocation to another state, which is an acceptable reason. I didn't just stop paying it. I provided the documentation that was asked.

Business

Response:

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

Consumer

Response:

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] I am willing to pay the 459.80 that I owe to Amerian Family Fitness. However where does the 180 fees come from. I think that is unfair and unjust. American Family Fitness should allow me to pay the 459.80 since that is what I owe. Adding all these additional fees is ridiculous and simply a way to get extra money.

Review: I terminated my account in Dec or Jan of 2015. In April of 2016 I received a call with a follow up letter that my account was turned over to collections from a law firm in Utah with threats of damaging my credit. No prior notice, phone call ect. I spoke to Am Fit at the branch they gave me the corporate number to call. When I spoke to corporate she told me I had to call the facility to see if they had proof I had cancelled. I spoke to Leo who said the facilities keep no records. The person "Tiger" whom I worked with no longer works at Am Fit. I called back to Corporate to be told the account has been turned over to [redacted] there was nothing they could do any how. This was over a year ago and they are requesting if I still have the original termination page. I still live at the same address on file, same phone number, same credit card #. This makes no sense

Business

Response:

We have no notice of cancellation on file.

Review: I signed a 24 month membership with American Family. The contract form reflects "Your membership term is for a period of 24 months" (24 was entered by the American Family employee). Then the form reflects "Beginning on 8/26/13 and ending on 7/11/16" (dates were entered by the American Family employee). The American Family employee INCORRECTLY computed the ending on date as 36 months. This mistake was recently discovered and brought to the attention of American Family. Rather than admit the mistake and release me from my contract they are holding me to a 36 month term. I have made numerous attempts to contact/resolve this problem but only to receive a complete "run around". I have contacted my credit card issuer to dispute payments. American Family was informed about this action. American Family has since referred this matter to collection. This is unacceptable. Their inability to resolve their mistake in a fair and equitable manner is most unprofessional and worthy of your assistance.Desired Settlement: Withdrawal of all collection action and contract termination - no further payments from the date of my termination notice which I gave to American Family on January 31, 2016. I would like to note that upon my attempt to terminate my contract on January 31, an American Family employee told me "he could not find a copy of my contract". I had to come back to my residence and "find" my contract.

Business

Response:

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

Business

Response:

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

Review: I am a member of this gym for almost 15 years and was on a month to month contract because my wife and I refused to enter into any contract with them that locked us in for a specific amount of time. We went in to meet with them in January to add on an aid that works with our special needs child so that he could accompany him to the gym and assist him in accessing the gyms services. I was told by the woman that I met with that this was a "mere formality" to update my contract, my monthly rate would stay the same and nothing else would change. 6 months later that person no longer works with my son, and we really don't use the gym much, if at all so we wanted to give our 30 day notice that is required by the month to month contract that we have for almost 15 years. At that point my wife was told what we signed in January was a 12 month contract and we could not cancel until February 2017. We were never told we were locking into a 12 month term at any point. If I had been I would never have signed this. They refuse to work with us at all even up to their management and corporate management level.Desired Settlement: I want the contract to be ended in 30 days per the agreement I had in place for almost 15 years and to be done with this business.

Business

Response:

I have spoken to Mrs. [redacted] 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. [redacted] was unsure if she wanted to freeze at this time and will contact me once she decides. This is an open ended offer.