Anytime Fitness - Hugo

Initial Business Response /* (1000, 12, 2015/11/17) */
Upon receiving this notice, we looked to see if we could find any voicemails or emails requesting cancellation, and were unable to find anyThe last communication we received from this member was a voicemail left for us on August 19,
regarding a concern about a chargeThat was all the information that was left in the messageOur notes indicate that she was contacted back and a voicemail was leftI also used every search method at my disposal to see if we missed any emails from her, and was not able to find a single oneOur membership agreements explicitly require days written notice to cancel in order to avoid situations exactly such as theseThis member is currently in collections and the membership agreement does not expire until 9/15/That being said, I would be more than happy to cancel it retroactively if she simply produces any emails that were sent requesting cancellationIn regards to the claim that the owner spoke to this member in a degrading manner, I have personally worked with this member on numerous occasions in order to help facilitate freezing her membership during times where she was either unable to use the club or pay the dues, and have never spoken to her with anything but understanding and patienceThat comment was actually quite hurtfulAlso, the comment that coming out to the club is the only way to cancel the membership is absolutely falseI am not disputing the fact that she called or stopped by and might have missed me, however, there is no way for me to validate this, and it does make me question why an email or letter was never sent requesting cancellation if this member was in fact having trouble reaching us by stopping byEspecially since she was willing to file this complaint onlineIt just seems to me like a simple email would have been much easierThe nice thing about email is that any communications or attempted communications can be confirmedI am willing to work with this member to bring her agreement out of collections, but all communications moving forward should be done via email in order to make sure that there is no further miscommunication regarding this matterThank you
Initial Consumer Rebuttal /* (2000, 14, 2015/12/01) */