Anytime Fitness - Franchise

From: John E*** [mailto:***] Sent: Wednesday, August 03, 2:PM To: drteam Subject: RE: ID *** The response is from the manager of the Anytime Fitness … Ms*** joined Anytime Fitness Magnolia during our club
pre-sale which took place fromOctober 5th thru February Ms*** had her children enrolled in a daycare next door to Anytime Fitness which made it convenient for her to use our facility About two months after Ms*** became a member, she spoke with me about accepting another job which was about minutes from our Anytime FitnessShe told me that she would be getting off at a later time than her previous job and asked me what she should doI informed her to let me know if she can make it and use the gym after we opened, and if she couldn't, I would be more than happy to work something out with her … never did I say I would cancel her membership As a gym manager I don't have authority to cancel a member from their agreement without having the permission of the gym ownerThat was the last time I heard from Ms*** until around June 23rd when I received a call from her Ms*** told me that she thought her membership was canceled, and the gym had withdrawn dues for three months from her accountI pulled her agreement and informed her she continues to be a member.She responded by saying "no, I cancelled my account with the manager."I quickly remembered our conversation and responded, "I'm sorry for the misunderstanding Ms*** but you told me you were changing jobs, not your permanent residenceIn order to cancel an agreement, a member must show proof of a new address.” At this point, I apologized for the confusion & misunderstanding.She responded by informing me that she had moved, and I requested a document confirming her new residence which she did.When I received the email confirming Ms***'s new address, I began the process of canceling her agreement.She then requested a refund of $from the dues collected. I told Ms*** that I would do everything I can to get her a refund … Ms*** signed a two year agreement plus tanningI discussed the information with my mangers, and the gym provided a refund for $… a reimbursement that was mainly generated from not using the tanning bed I informed Ms*** of the refund and apologized again for the confusion and misunderstanding If Ms*** can provide documentation to support an earlier cancellation, we will reconsider the refund amount

We went by twice to cancel the membershipThe first time my wife went and the next month when we were charged again I went myself in personAttached is my wifes signed membership agreementYou can see my personal e-mail address written on it when the manager at the time at the time told me he was going to cancel itThat is the only time I ever went I to that locationIt is not my fault that the manager there at the time did not properly cancel the membership for our second attemptMoverover the current manager told me they had problems keeping up with their paperwork and dealing with these situations properlyProbably a sign of why the gym has changed ownership and has been through at least managers this yearThe manager shen my wife went in Janruary was didnt from the manager I went in to speak to in February and different then the manager I spoke to here recentlyI didn't sign the cancellation form recently because the new manager there tried to make me sign an agreement that the membership would be cancelled in another days from that pointThe truth is though the membership ended in FebruaryYour manager showed me that your computer had a record of us calling 2/asking why our membership didn't cancel in Janruary when my wife first stopped in to cancelWe havent used the membership since last yearWe are just two regular hard working people who are 100% telling the truthIt would seem very fair to me to refund the charges back as the failure has been on Anytime Fittness to process the cancelation correctlyIf you still do not believe me please reach out the the preciou managers and ask themPlease refund us for months of March-current

Sent: Thursday, October 26, 4:PMTo: drteamSubject: Anytime Fitness Santa Fe Tx ID# *** The previous manager ,who was also under a different ownership than the present, was very meticulous about using a signed document for cancellations and filing these formsThis
way there was proof in case an event such as this occurredUnfortunately, since the club is under a new ownership and management, we must go off of documentationBesides notes from the billing company which stated the billing company directed Trey's wife she must go to the club to cancel the membership, there is no other proofOur staff went well out of the way to search all files, emails, and anything else which might help us find some sort of proof so we could better assist the ***sAlso, Mr*** refused to a cancellation document the last time he visited the club yet staff processed the cancellation of the account anyway so to stop any further billing of the accountWithout a signed cancel form, the account should of continued to draft; however, staff wanted to help out as much as possible by processing the cancel without a signatureWe question if Mr*** refused to sign anything when he last visited the club back in February which could of resulted in the account not being cancelledA written notice is required for a cancellations then and nowThis 30-day written notice policy is also on the original agreement that was signed by Mr***'s wifeStaff did cancel the account recently, but due to what has been stated in the above we are unable to offer a refund. Thank you,Trey *** *** ***Area Manager Houston Territory-Montgomery, Magnolia, Willis, Wharton, Santa Fe, and Lumberton Anytime Fitness-Bandon Holdings LLC

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We went by twice to cancel the membershipThe first time my wife went and the next month when we were charged again I went myself in personAttached is my wifes signed membership agreementYou can see my personal e-mail address written on it when the manager at the time at the time told me he was going to cancel itThat is the only time I ever went I to that locationIt is not my fault that the manager there at the time did not properly cancel the membership for our second attemptMoverover the current manager told me they had problems keeping up with their paperwork and dealing with these situations properlyProbably a sign of why the gym has changed ownership and has been through at least managers this yearThe manager shen my wife went in Janruary was didnt from the manager I went in to speak to in February and different then the manager I spoke to here recentlyI didn't sign the cancellation form recently because the new manager there tried to make me sign an agreement that the membership would be cancelled in another days from that pointThe truth is though the membership ended in FebruaryYour manager showed me that your computer had a record of us calling 2/asking why our membership didn't cancel in Janruary when my wife first stopped in to cancelWe havent used the membership since last yearWe are just two regular hard working people who are 100% telling the truthIt would seem very fair to me to refund the charges back as the failure has been on Anytime Fittness to process the cancelation correctlyIf you still do not believe me please reach out the the preciou managers and ask themPlease refund us for months of March-current.?

Sent: Thursday, October 26, 2017 4:27 PMTo: drteamSubject: Anytime Fitness Santa Fe Tx ID# [redacted] The previous manager ,who was also under a different ownership than the present, was very meticulous about using a signed document for cancellations and filing these forms. This...

way there was proof in case an event such as this occurred. Unfortunately, since the club is under a new ownership and management, we must go off of documentation. Besides notes from the billing company which stated the billing company directed Trey's wife she must go to the club to cancel the membership, there is no other proof. Our staff went well out of the way to search all files, emails, and anything else which might help us find some sort of proof so we could better assist the [redacted]s. Also, Mr. [redacted] refused to a cancellation document the last time he visited the club yet staff processed the cancellation of the account anyway so to stop any further billing of the account. Without a signed cancel form, the account should of continued to draft; however,  staff wanted to help out as much as possible by processing the cancel without a signature. We question if Mr. [redacted] refused to sign anything when he last visited the club back in February which could of resulted in the account not being cancelled. A written notice is required  for a cancellations then and now. This 30-day written notice policy is also on the original agreement that was signed by Mr. [redacted]'s wife. Staff did cancel the account recently, but due to what has been stated in the above we are unable to offer a refund.  Thank you,Trey [redacted]Area Manager Houston Territory-Montgomery, Magnolia, Willis, Wharton, Santa Fe, and Lumberton Anytime Fitness-Bandon Holdings LLC

Sent: Tuesday, December 13, 2016 5:56 AM Subject: ID [redacted] The issue was addressed with the customer and resolved by October 25th I called the customer again in November, and he confirmed there was no longer a complain. Thanks John [redacted] 936. 777. 0080