Anytime Fitness of Manassas Park, Virginia

04/23/2014Thank you for bringing this clients concern to our attention. After reviewing the complaint and researching the request, I've put together the following points with supporting documentation attached.> [redacted] signed a Membership agreement on 03/01/13... that is set to expire on 04/01/2015, a total commitment of $719.76Of this contract only $269.31 has been paid to date, with a balance remaining of $449.85 (9 payments of $29.99 -11 were made, but we reversed two of them during freeze)> [redacted] signed a Personal Training agreement with us for 12 months, which was set to expire on 03/21/2014 with a total commitment of $1,344.Of this contract only $784 has been paid to date with a balance remaining of $560 (7 payments of $112 - 9 were made but we reversed two of them during the freeze)Client Cancellation Request [redacted] attempted to cancel the above contracts, but per her signed contracts was unable to do so because cancellation is only approved for the following two exceptions:1. Client has an event of total and permanent physical disability2. Client relocation of more than 25 miles from any location providing Anytime Fitness training servicesFreeze Option - After reviewing [redacted] 's contract with her, we give her the option to freeze her account, per the terms of the contract - which will in effect provide an extension to the expiration date of her contract. Which states:1. In the event that I sustain a medical injury that is not permanent, but renders my ability to train (ie. Broken leg) I will provide written documentation from my physician to receive an expiration date on my sessions, The extension on the expiration date will reflect the amount of time I am under my physician's care.The injury sustained was not of the nature of permanent physical disability (Dr's note stated patient had a hernia). But the note was vague regarding when [redacted] could return back to normal activity and simply stated "until further notice"Our Response- Because [redacted] had already been billed, we issued a refund for two months of member dues, ($59.98 reversal). And we requested another dr's note, because the first note was vague and gave no specifics on recovery time.Second Dr's Note - Again this Dr's note did not give a recovery time, and was vague on how much time was needed before any physical activity could resume.Resolution - Because of all the time back and forth on this, we too wanted a resolution and issued the last refund check of $224 (the two months of PT during the initial freeze period requested) and offered to let [redacted] out of her remaining $1,009.85 in contract obligations. When the check was cashed, we took that as an agreed resolution and we suspended any billing after 30 days of the check cashed date.Desired Outcome - Client RequestsI hope this clarifies our position in handling the client complaint. We responded to many of Dorothy's emails and we would like to formally apologize for leaving any of her emails unanswered.As for the remaining balance owed - knowing she did not accept our resolution with the last $224 refund check, we will be re-addressing the billing of the remaining $1,009.85 contract balance on her account and decide the most appropriate steps to take moving forward with her contracts. Thank you for bringing this to our attention, and please feel free Lo reach out directly if you need anything further. Kind regards.

11/12/2014Proposed Solution>Waive any further address verification requirements or steps needed with *** ***, and make the cancellation effective immediately >Waive $Cancellation Fee>Waive $final payment scheduled for 12/01/>Refund most recent
payment of $on 11/01/2014-If you accept this solution, please confirm with a response to this email to keep as a copy for your recordsIf accepted your membership will be cancelled immediately, the proposed refunds will be made and no other actions will be neededIf you decline, please reach out to *** *** directly for next steps of the address verification and they can review all potential cancellation options.Thank you again, and we hope to hear from you soon!

04/23/2014Thank you for bringing this clients concern to our attention. After reviewing the complaint and researching the request, I've put together the following points with supporting documentation attached.>    [redacted] signed a Membership agreement on 03/01/13...

that is set to expire on 04/01/2015, a total commitment of $719.76Of this contract only $269.31 has been paid to date, with a balance remaining of $449.85 (9 payments of $29.99 -11 were made, but we reversed two of them during freeze)>    [redacted] signed a Personal Training agreement with us for 12 months, which was set to expire on 03/21/2014 with a total commitment of $1,344.Of this contract only $784 has been paid to date with a balance remaining of $560 (7 payments of $112 - 9 were made  but we reversed two of them during the freeze)Client Cancellation Request[redacted] attempted to cancel the above contracts, but per her signed contracts was unable to do so because cancellation is only approved for the following two exceptions:1.    Client has an event of total and permanent physical disability2.    Client relocation of more than 25 miles from any location providing Anytime Fitness training servicesFreeze Option - After reviewing [redacted]'s contract with her, we give her the option to freeze her account, per the terms of the contract - which will in effect provide an extension to the expiration date of her contract. Which states:1. In the event that I sustain a medical injury that is not permanent, but renders my ability to train (ie. Broken leg) I will provide written documentation from my physician to receive an expiration date on my sessions, The extension on the expiration date will reflect the amount of time I am under my physician's care.The injury sustained was not of the nature of permanent physical disability (Dr's note stated patient had a hernia). But the note was vague regarding when [redacted] could return back to normal activity and simply stated "until further notice"Our Response- Because [redacted] had already been billed, we issued a refund for two months of member dues, ($59.98 reversal). And we requested another dr's note, because the first note was vague and gave no specifics on recovery time.Second Dr's Note - Again this Dr's note did not give a recovery time, and was vague on how much time was needed before any physical activity could resume.Resolution - Because of all the time back and forth on this, we too wanted a resolution and issued the last refund check of $224 (the two months of PT during the initial freeze period requested) and offered to let [redacted] out of her remaining $1,009.85 in contract obligations. When the check was cashed, we took that as an agreed resolution and we suspended any billing after 30 days of the check cashed date.Desired Outcome - Client RequestsI hope this clarifies our position in handling the client complaint. We responded to many of Dorothy's emails and we would like to formally apologize for leaving any of  her emails unanswered.As for the remaining balance owed - knowing she did not accept our resolution with the last $224 refund check, we will be re-addressing the billing of the remaining $1,009.85 contract balance on her account and decide the most appropriate steps to take moving forward with her contracts.
Thank you for bringing this to our attention, and please feel free Lo reach out directly if you need anything further.
Kind regards.

Review: Anytime Fitness of Manassas Park, VA charged my credit card several times after I provided them with a letter from my doctor stating that I have a medical condition and can't exercise/do anything strenuous for at least several months or more (written note provided to office in person on 10/14/13). At that time, I was told they would take care of canceling gym membership and training sessions since a freeze on the account was only good for 2 months. Since that time, I have been in contact with several employees including the regional manager [redacted] via phone and e-mail, trying to get refunds as they kept charging me for monthly club dues and training session after 10/14/13. I also provided them with a second doctors note on 1/24/14 (which should not have been needed - but I asked my doctor to write another one as requested). I have spent so much time trying to get this resolved, including contacting them and speaking to representatives on 9 different occasions - being promised returned calls and only 2 of them being returned. Total fees from 7 different charges ranging from 10/25/14 to 1/2/14 total $425.97. I received a credit on 12/18/13 for $59.98 from a third party billing agency and after several attempts, finally had [redacted]'s boss [redacted] issue me a refund of $224.00 via check. Even after this partial refund, they continued to charge my credit card since they had not stopped the automatic debits (total lack of follow-up on my account). They stated that they were changing over billing company service providers and there were issues since club dues and training session billing was wrapped under 2 different companies. [redacted] stopped responding to me via email after 1/16/14; I sent 4 follow up emails to her on 1/24/14, 1/28/14, 2/3/14 and 2/26/14 indicating that I am still owed a refund of $141.99. Since it has been almost 5 months of trying to resolve these erroneous charges, I am hoping that posting these issues with the Revdex.com will have this issue resolved once and for all. ThanksDesired Settlement: Check sent to my home for remainder of refund ($141.99) and a written apology for the lack of customer service and follow-up from their company.

Business

Response:

04/23/2014Thank you for bringing this clients concern to our attention. After reviewing the complaint and researching the request, I've put together the following points with supporting documentation attached.> [redacted] signed a Membership agreement on 03/01/13 that is set to expire on 04/01/2015, a total commitment of $719.76Of this contract only $269.31 has been paid to date, with a balance remaining of $449.85 (9 payments of $29.99 -11 were made, but we reversed two of them during freeze)> [redacted] signed a Personal Training agreement with us for 12 months, which was set to expire on 03/21/2014 with a total commitment of $1,344.Of this contract only $784 has been paid to date with a balance remaining of $560 (7 payments of $112 - 9 were made but we reversed two of them during the freeze)Client Cancellation Request[redacted] attempted to cancel the above contracts, but per her signed contracts was unable to do so because cancellation is only approved for the following two exceptions:1. Client has an event of total and permanent physical disability2. Client relocation of more than 25 miles from any location providing Anytime Fitness training servicesFreeze Option - After reviewing [redacted]'s contract with her, we give her the option to freeze her account, per the terms of the contract - which will in effect provide an extension to the expiration date of her contract. Which states:1. In the event that I sustain a medical injury that is not permanent, but renders my ability to train (ie. Broken leg) I will provide written documentation from my physician to receive an expiration date on my sessions, The extension on the expiration date will reflect the amount of time I am under my physician's care.The injury sustained was not of the nature of permanent physical disability (Dr's note stated patient had a hernia). But the note was vague regarding when [redacted] could return back to normal activity and simply stated "until further notice"Our Response- Because [redacted] had already been billed, we issued a refund for two months of member dues, ($59.98 reversal). And we requested another dr's note, because the first note was vague and gave no specifics on recovery time.Second Dr's Note - Again this Dr's note did not give a recovery time, and was vague on how much time was needed before any physical activity could resume.Resolution - Because of all the time back and forth on this, we too wanted a resolution and issued the last refund check of $224 (the two months of PT during the initial freeze period requested) and offered to let [redacted] out of her remaining $1,009.85 in contract obligations. When the check was cashed, we took that as an agreed resolution and we suspended any billing after 30 days of the check cashed date.Desired Outcome - Client RequestsI hope this clarifies our position in handling the client complaint. We responded to many of Dorothy's emails and we would like to formally apologize for leaving any of her emails unanswered.As for the remaining balance owed - knowing she did not accept our resolution with the last $224 refund check, we will be re-addressing the billing of the remaining $1,009.85 contract balance on her account and decide the most appropriate steps to take moving forward with her contracts.Thank you for bringing this to our attention, and please feel free Lo reach out directly if you need anything further.Kind regards.