Anytime Fitness, LLC

Hello [redacted],We will be reaching out directly and working directly with the General Manager for this location, to work on getting this addressed and come to a resolution for both parties.Thank you,

Initial Business Response /* (1000, 5, 2015/12/08) */
Hello [redacted],
We are sorry to hear about the issue you are having with the Anytime Fitness West St. Paul, MN.
We will reach out to the club to let them know that you have some concerns with your membership. We do want you to understand that...

our clubs are independtly owned and operated, and so this will have to be resolved through the club. We will be contacting the club to try and resolve your issue. We do know that there are two sides to every story and we will look to the club for their update.
Thank you,
Initial Consumer Rebuttal /* (2000, 8, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After telling the club I filed a complaint with the Revdex.com, they resolved my problem. They were able to cancel my account. Thanks!

Initial Business Response /* (1000, 5, 2015/08/26) */
Hello [redacted],
We appreciate you bringing this to our attention. Our clubs are independently owned and operated and most cancellations have to take place at the club. [redacted] the complaint that you filed with the Revdex.com was received on...

8/13/2015, and your membership agreement is on a month to month. I will send this notice to our billing provider to have them process your request to cancel. You will not be billed for September. [redacted], we at Anytime Fitness take our members experience very seriously. Hopefully this will help.
If you have any questions you can contact me Janet [redacted] directly at [redacted] if you have any questions.
Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/09) */
Hello [redacted],
I am sorry to hear about you experience with the Anytime Fitness-Omaha, NE on 180th. Our clubs are independently owned and operated and we will be sure to reach out to the owner regarding your concerns. We will ask that they get...

in touch with you as soon as possible to resolve your issues.
We appreciate you bringing this to our attention.
Thank you,
Janet [redacted]-
Initial Consumer Rebuttal /* (3000, 10, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already paid going on three months over the originally thought year agreement. Keep in mind I only used it the first couple months. When I tried to cancel the first time I was still under the assumption it was a year contract. You have received plenty of money from me for no services used. I feel that is more than sufficient and would like the contract voided immediately.
Final Business Response /* (1000, 8, 2015/11/10) */
Like everyone who signs up for a membership, we give people the choice of term they sign up for. The longer the term, the cheaper the price. Mr. [redacted] chose the 24 month term, however wanted to be released from the term after a couple months. This puts us in a bad situation, because if we let one person out of the term they signed up for and people hear we do this, why wouldn't everyone feel like they are entitled to do this. I replied to his email that he was in a 24 month term after he sent in his cancel. He then tried to cancel after 1 year was up stating his membership was up, when it was not. Our cancellation policy states he can pay 75% of the remaining contract, however we would go down to 50%.

Initial Business Response /* (1000, 5, 2016/01/06) */
Hello [redacted],
We appreciate your feedback regarding the Anytime Fitness-North Liberty, IA. We are sorry to hear that you did not have a good experience in trying to cancel your membership, I do show that your membership is showing canceled as...

of 12/18/2015. We would like you to know that our clubs are independently owned and operated and the agreement that you signed is with the Anytime Fitness in North Liberty, IA. However, we will follow up with the club and ask that they address your concerns.
Thank you,
Janet [redacted]-Director of Customer Solutions
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have an email from the franchise owner that "corporate" had instructed him not to respond to my complaint. So it does seem that you are somewhat involved in your franchisees actions pertaining to customer service. Either way, something seems amiss here. Because I feel so strongly about this, I have sent a letter and a copy of the email string between your franchisee and myself to your CEO and COO on January 6, 2016. I have included a copy of the letter but not the emails to you because there is identifying information for both myself and your franchisee. I am happy to provide it to you as well if necessary. I feel as though part of your business model is using avoidance and stall and delay tactics to squeeze money out of cancelling members. Please read the letter, I feel it outlines my position more adequately.
Final Business Response /* (4000, 9, 2016/01/15) */
Hello [redacted],
We are very sorry for your experience at the Anytime Fitness-North Liberty, IA location. I would like for you to understand that as we're a franchise system with independently owned and operated clubs we coach out clubs to provide the best member experience possible. The letter that was sent to the CEO has been sent onto the owner of the North Liberty location along with copies of your complaints filed with the Revdex.com. I have once again reached out to the owner and asked them to contact you in regards to your concerns.
This does have to be resolved at the club level, we do not have authority to go in an cancel or refund members, however we can enforce our protecting the brand.
If you have any questions feel free to contact me at your convenience.
Janet [redacted] Director of Customer Solutions

Initial Business Response /* (1000, 5, 2015/10/28) */
Hello [redacted],
We are very sorry for your experience.[redacted], if you were a paid in full member there will be refunds sent from ABC Financial Services.
Please contact me directly if you have any questions.
Thank you,

[redacted]Document Attached[redacted]
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Hi [redacted], Thank you for reaching out, and bringing to our attention that a club is not responding. [redacted] if you could please forward me the emails that you have sent to janet.[redacted]@sebrands.com  and also include...

which location you are a member at, as our locations are independently owned and operated and all cancellations are to go through the club. If the club is not responding we would be more than happy to reach out to the franchisee.I look forward to hearing back from you, with the above requested information.Thank you,  Janet [redacted]-Director of Customer SolutionsSelf Esteem Brands-Anytime Fitness###-###-####

Hello Carson,We are sorry that you are having such a hard time getting your refund for your membership that you purchased at the Anytime Fitness-Plano, TX. Carson, our clubs are independently owned and operated and per our franchise agreement with the owner Jason [redacted], these refunds should have...

been sent to the members. I am not sure if it is because your membership was not entered into ABC that you have not been contacted. Here is the cell number for Jason [redacted] , and I have also included the franchisee in this email so that he can reach out to you to get this addressed and taken care of as soon as possible for July. If you do not hear from the owner with in 7 days please contact me directly at [redacted] or email at [redacted] , and we will follow up with the owner until this get's resolved.Thank you-Janet [redacted]Director of Customer SolutionsAnytime Fitness, LLC

Per Natalie at Eagan Anytime Fitness this has been resolved and customer is happy

Hello [redacted],We are sorry to hear about your poor experience with the Anytime Fitness-Greenville, SC. [redacted], our clubs are independently owned and operated and it appears that your account was written off to collections for non-payment. I know it stated that you that you provided the club with your...

cancellation request. What we can do [redacted] is reach out to the club and the owner and strongly suggest that they reach out to you to get this matter resolved. Feel free to contact us if you do not hear from the club within 48 hours.Thank you-Janet [redacted]Director of Customer Solutions

Initial Business Response /* (1000, 5, 2016/01/15) */
Hello [redacted],
We appreciate you bringing this to our attention. [redacted] our clubs are independently owned and operated, and your agreement that you signed was with the location. You did not mention which location you were a member at, my...

suggestion is to reach out to the club that you were a member at to discuss the collections on the account.
Please feel free to reach out our corporate office if you have any questions.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2016/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was at the Kingman, Az location. As you had mentioned to reach out to the club, I have done so. I spoke with Casey and she told me to contact the collection agency. When I called the collection agency they told me to speak with the manager at the facility. So I am getting the run around. I would like to get this resolved as soon as possible.
Final Consumer Response /* (3000, 13, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried speaking with the clubs manager and she is not willing to help. I have emails showing that I need to contact corporate or the collection agency to resolve anything. I feel like she does not care and for that we will never recommend anyone to go there. We feel like this should be at least met in the middle since there was unsafe issues that we had. I don't know who else to contact about this since now the corporate offices are telling to speak with the manager of the facility. I'm just getting the run around now. All I am asking is that this be taken off my credit and I would have like to work this out but I had no knowledge that the site was trying to contact me.
Final Business Response /* (4000, 15, 2016/02/09) */
Said party signed a contract for Anytime Fitness by coming in to the gym on 2/27/2015. They made 2 payments as scheduled, as they signed for an 18 month commitment. May 27th payment was tried with the same payment method as the previous months and failed to go through. The first step is an automatic phone call from our financial company ABC financial to the number on file to let them know to update billing. Then it is shown to the manager that the account is past due and she calls them to let them know. This has been our process since we opened and the manager Kasie [redacted] has been a manager for almost 5 years. Manager left multiple messages on the phone number on file, 9282013616. She also talked to the members mother and asked her how member and his wife were doing since she noticed they hadn't been in to work out. Then the management asked the Mother to have them call the gym. He also stated this fact so that is proof that he knew we were trying to get ahold of him. No personal information about the account was discussed to the mother. I even wrote to member on Facebook to try to avoid the account going to collections. It was only on October 26, 2015 that the members wife finally contacted the gym via email and that was when we found out that she felt unsafe in the gym. The account already went into the collection status. We could have cancelled her account but that doesn't excuse the said members account. He is/was a truck driver and never expressed a problem with the gym as he can use other locations in his travel. We have attached an email with the discussion with his wife and Kasie. A copy of the agreement of both of the members signed for will also be submitted. The next step for said member is to clear his debt with First Credit Services to rectify his credit score. The number is [redacted] please ask for Tereak, he speaks perfect English. The account numbers are [redacted] and [redacted].

Initial Business Response /* (1000, 8, 2015/09/29) */
Hello [redacted], we appreciate you bringing this to our attention regarding [redacted]'s membership at the Anytime Fitness Mount Prospect, IL. Our clubs are independently owned and operated and the agreement that [redacted] signed is with the Anytime Fitness in...

Mount Prospect, and it would be the club that would have to cancel the agreement. However we will reach out to the club to let them know that you would like to have [redacted]'s membership cancelled.
Thank you,

Initial Consumer Rebuttal /* (3000, 10, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing has been resolved yet. I would like them to contact the Mount Prospect club and let them know abut the policy that is stated in the contract, and get this issue resolved.
Thank you for your help.
Final Business Response /* (4000, 12, 2015/10/12) */
Hello [redacted],
I am very sorry that this has not been resolved. I will follow up with the club once again and ask that they reach out to [redacted] to resolve the issue.
[redacted], our clubs are independently owned and operated and all cancellations do have to go through the club.
Please let us know if you do not hear from the club.
Thank you, [redacted]
Final Consumer Response /* (2000, 14, 2015/10/23) */