Anytime Fitness

NOVEMBER 4, Revdex.com Albuquerque, NM Dear Revdex.com, Member's initial agreement ended in July However; member did agree to the auto renewal program in order to have continued access to the facility, which made member a "month to month' member and responsible for those "month to month"
duesFor the cancellation to take effect in July, member was obligated to give us a "day" written cancellation notice and would be responsible for any charges during that period per the cancellation policy on the agreement Member did not give us written notice at that time.Member continued to use the facility even AFTER her claim of cancellation in July records indicate member used the facility on 8/7/at 1:PM and again on 8,/10/at .10:AM, Member could have easily given -written notice and payed any dues at that time to the ManagerAlso, between 8/30/and 10/18/16, a total of calls were made with voicemails left and letters sent to the member by the billing companyOn 1.0/18/16, the member called the billing company regarding cancellationThe billing company informed member of the policy including notice required and payments needed.She did give our billing company a written cancellation notice and the billing company responded to the member, via email on 10/21/16, the following: Our records indicate that your account is activePlease provide documentation that your account was previously cancelledOnce this is received we will be able to research this matter furtherOtherwise, Your account has been set to cancel per the terms of your agreementYou are responsible for a day written request (this has been fulfilled via your email) and any payments that are past due or fall within that: time periodYour final payment is due on 10/29/You are also responsible for theAugust and September paymentsYou will have club access until 11/28/ The terms of the agreement stipulate thatthe account must be current before cancellation will take effectThe service fees and late fees were waived and the final bill was sent to the address on file by billing companyIf member was willing to pay via telephone or in person, this matter would be resolved in a more timely mannerThe billing company has made further attempts to contact member again and left messages on 10/28/and 11/02/with no response to date.Warm regards, Shannon G***/Owner

I have been a member of Anytime Fitness in Blandon PA for a few years and recently began going to the Anytime Fitness in West Lawn PAI was told by the owner that the gym does not accept the *** insuranceI called the corporate office and was told by the customer service representative that they allow the owners to decide if they would like to accept the insuranceHowever I was never told this at the time of membership and was under the impression that I could utilize any Anytime Fitness facilityShe said that because I frequented that particular Anytime fitnesss my membership was transferred to that facility thereby making our membership at that facility voidThe owner told me that participating with *** he receives no reimbursement and those members clog up his gymTherefore he wanted me to pay a membership fee along with my *** fee to maintain my membership at his gymAlthough I was told today by the customer service representative that is another gym mem

I have been a member of Anytime Fitness in Blandon PA for a few years and recently began going to the Anytime Fitness in West Lawn PAI was told by the owner that the gym does not accept the *** insuranceI called the corporate office and was told by the customer service representative that they allow the owners to decide if they would like to accept the insuranceHowever I was never told this at the time of membership and was under the impression that I could utilize any Anytime Fitness facilityShe said that because I frequented that particular Anytime fitnesss my membership was transferred to that facility thereby making our membership at that facility voidThe owner told me that participating with *** he receives no reimbursement and those members clog up his gymTherefore he wanted me to pay a membership fee along with my *** fee to maintain my membership at his gymAlthough I was told today by the customer service representative that is another gym mem

After being told my membership would be canceled I noticed they continue to charge me after the date they said it would be canceledAfter calling them I was told I never sign a cancellation form (which I was never told I had to)During the meeting to sign the cancellation forms the new *** *** informed me that shady thing like this were why the old manager was let goSo I assumed it wouldn't be a problem to get my money backI had him print the usage sheet sawing I hadn't used there club in 6months or soI showed him me phone records show I had called times to make sure it would be canceledI have since been informed that my assumption was incorrectThey are refusing to refund months of club fees

I have been trying to cancel my membership and have had such trouble
Manager *** *** has been hard to work withInstead of cancelling my membership in the year *** she put a freeze on itLast month the freeze went off and we were charged $** and *** our bank account because we were not notified that this amount was coming outAgain on *** we had another charge come outI call Anytime Fitness in *** on *** to try and cancel again and she says we would have to pay $** and show proof of new residence in ***My wife is finishing nursing school and I took a promotion to *** and currently living out of a motel and I can't afford to pay this membership and keep having it taken out of our accountI want our member ship stopped and compensation for messing up our bank account and not being notified that the money was coming outIt has been quite a mess trying to get things resolved and now makes me not want to get a membership with Anytime Fitnes

In February of I "won" a one month "free" membership to Anytime FitnessThe day I went in to claim my "free membership" my husband and I decided that we wanted to join the gym Kristin assured us that my husband would also get a month freeWe ended up paying $that day to join the gymWe also signed a month contract which we thought included a $opt out anytime fee which we had talked about with KristinWell she never applied that to our contactWell a few months down the road and several hundred dollars later we decided that since we hadn't used our membership since February that we should just go ahead and cancelI called and was on hold for listening to jake talk to another employee for mins before being hung up onI called again the next day and spoke to a Dylan who informed me that I couldn't Cancel our contact but that he could reimburse my membership for that month and that I can come in for a personal training session to get back on trackThe refund neve

Complaint: ***
I am rejecting this response because:You're coverage told me that I would not be charged and if I was it would be fully refundedI would not make this up as I am CEO of my own business and have had employees make mistakes, but when they do I pay the priceI honor the word my employees gave to my customers as that is how it works in the business worldI have no desire to be at Anytime Fitness anymore, so giving me access to the gym for the next days is not what I want As I stated I used the funds to open a new membership 2/4/after meeting with your coverage and hearing my membership would be cancelled that day and I wouldn't have to payYour gym doesn't compare to my new gym as of the stair steppers was broken for over a monthWhat are my fees even going to since it clearly isn't maintenance? Maybe your vacationAnyways, you should have to pay for your employees mistakes just like any other business wouldSorry that you were gone at the time and came in and she didn't know what she was talking about but that should be on you, not me
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]This doesn't address the issue of the advertisement that offered two free months of membership. The advertisement doesn't say anything about what type of membership you purchase only that you will receive two free months membership. This is the resolution I want and will not be happy until I receive this
Regards,
*** ***

As explained previously the service purchased was to run advertisements using *** Adwords During the welcome call with your account manager the service was explained in detail
Upon purchase you were sent the following email explaining this was a PPC campaign
It is our procedure to create a PPC campaign and start within - business days of purchase. If the campaign was live on the 25th this was well within our standards
While your account manager was out of office we strived to respond to every ticket within - hrs which is our standard response time
We delivered months of PPC advertising service and provided a refund for the third months charge
Once again this service was for PPC services not SEO work The service delivers traffic to the website and over the course of the campaign we work on improving the quality of the traffic to deliver more sales Most of your complaint is related to the fact we did not provide SEO services We can't find any record of you purchasing our SEO service

Initial Business Response /* (1000, 12, 2015/10/08) */
My name is Brittny *** and I precisely remember signing up *** back in FebruaryHe called me minutes before my shift ended and was upset because he had an appointment at another club but the manager never showed upI invited him to come
on over and that I'd get him startedHe mentioned he was planning on moving in months however we do not offer anything less than months and he did not know where he would be moving at that timeI told him about our mile policy and said I'd be happy to cancel his agreement if his relocation fits the policy - which it did notHis new location was miles away from an Anytime FitnessHe wanted out of his agreement because he moved into an apartment with a gym and no longer wanted the extra expense
We ended up cancelling his agreement - not because we made an exception - but because of his negative experience with personal trainingThat was our mistake as a team and he was right to be upset about itOur switch in staff caused *** to fall through the cracks and that is never our intention
***' account has been taken care of for some time nowWe made things right by cancelling out both agreements and offering his unused sessions at the location closer to his new home
Initial Consumer Rebuttal /* (2000, 15, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The AnyTime Fitness location did end up helping cancel my memberships there at Mendota Heights

Hi- I have attached the contract that Mr*** signedIf you see the front page under "Auto Renewal Program" you will see that he initialed that this agreement "will automatically renew at the rate indicated below" and that "renewal terms may be cancelled at any time provided a day written notice is delivered the CLUB's address"This explains why he still had payments coming out after the months and why it wasn't cancelled since there was no written noticeThe back of the agreement explains our cancellation policy in more detailStating that you must give days written notice to cancelIt is also written on the front of the agreement again just to make it very clear to the member.Thank you,Quinn M***

I will refund the amount she is asking for, cancel the account upon contract termination as wellPlease see the manager to fill out cancellation form in officeStaffed hours - Monday thru Thursday- 11-Friday and Saturday 10-please note manager will be out of country from july 1-

To Whom it May Concern:We have received the following complaint (#***) from *** ***, the father of a past member*** *** bought out of her agreement on the 21st of October 2016, which relieved her of any more monthly paymentsWe sent in the request for the cancellation, and her
monthly membership payments stopped*** also had personal training, which the person that helped with the cancellation was unaware of/and wasnt brought up, so the personal training payments continued into DecemberThe October 12th paymentof $came before the cancellation happenedThe cancellation of personal training is a day process, so any payment that fell between October 21st and November 21st is a valid charge per the signed agreement, so the November 12thpayment of $is also validThe only payment that went through that shouldnt have was the December 21st payment of $280.We spoke to ***, and apologized for the mistake, and tried to handle this outside of dealing with any kind of disputes so we offered him what we thought was more than fair, a $refund for monthsWe sent in for the refund, and the check was cut and sent, at which point days after the fact we received a credit card dispute for $840, at which point we cancelled the refund check and are in the process of handling the dispute with all of the signed agreements and communication that was sent to *** and her father of trying to rectify the issue.At the end of the day, it was our error that the personal training payment went through in DecemberWe felt very bad about the mistake and tried to make it up to the member by sending a refund for months due to the frustrationWe really wanted to make sure that the member and her father were taken care of, but unfortunately *** did not want to accept our apology or the refund If you need any further proof or anything else, please feelo free to reach out ***Sincerely,Anytime Fitness Narragansett Staf* ***Anytime Fitness Narragansett, RIClub Manager***

I've been trying to cancel my gym membership due to some health concernsI was told I needed a note from my doctor to cancelI discussed thing with my doctor and she agreed that this wasn't the place for meShe in turn wrote a noteI then went in to cancel my membership and I was told the note wasn't acceptable ( even though I asked my doctor twice and she said it was more than enough)I was told then that I need a note that said I was mentally or physically disabledAfter trying to talk to multiple management people I never got any responses or phone callsThe gym finally sent me a survey about how they are doing and I filled it out discussing the problemI did receive a response and was told this time that the note needed to say I was permanently disabledI've now been told three different storiesI also found out that they wrote up an employee over this because the complaint got sent to corporateShe didn't do anything wrong and just advised me to do what I Needed to do t

I researched *** account Her account was up to date until her April dues payment was scheduled to be paid At this time, the account number on file for her payment was invalid The billing company attempted to contact *** via phone, leaving voice mails, as well as sent
letters to her address on file When a phone call was attempted 4/19, the phone had been disconnected Another letter was sent on May 6, which is the letter *** is referencing When *** accessed the link, it showed her outstanding balance as the current past due amount plus the invoices on her account for membership through 2/5/ Future invoices for membership are posted on accounts as they are on auto-draft However, the amount she owed to become current on her account was *** went into the club and cancelled her membership on May 12, and made a payment of $ That payment covered her April and May dues of each, or a total of and the late fee of and service fee of 9.50, and the remaining amount of $was applied toward her dues for June Her current balance due for June is due on 6/5/ The contract requires cancellation in writing and days notice The contract also states service charges and late fees will be assessed for past due or returned payments I left *** a voice mail this morning explaining her balance due, clarifying it is not $266.64, but is indeed I asked her to call me and I could explain it to her

I apologize for the confusion of information requested to process your medical cancellation. I do not intent to make more stress or confusion, I hope to clarified below and process your request immediately
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Your agreement with us gives options of cancellation while still in contract. The first being moving miles outside our club location and the second a physician verified physical disability. The reason we are asking for the physician's physical disability verification is to establish you are prohibited from exercise on a permanent status and not temporarily. Members with temporary disabilities status may be placed on an account freeze for days or longer with a physician note stating the time of temporary disability but the members are still obligated to full fill their contract. In your case, you are asking for a cancellation and write-off your remaining contract which would require a physician verified physical disability. We need confirmation this is not a temporary physical statusI've attached the paperwork in which you acknowledged the above conditions required to cancel an active contract. Your physician's statement of physical disability is more than sufficient to process your medical cancellation as we are not asking for details of you health or to violate any privacy lawsAgain, I apologize for the lengthy process and miscommunication. Your physician may mail or email the note directly to me at this address and I will process immediately. I wish you the best for your future and thank you for your patienceSincerely,
*** ***

On June I went to Anytime Fitness to see if it was the right fit for meNathan K*** the owner pressured me into signing the member contract by giving me a month free trial, informing me that if I left I would no longer get the offer he was giving to meI was a year old without a job and wanted to keep such an amazing discountI equally made him aware that I would be going back to school in the Fall and would not require the gym membership anymoreAt the time he told me it was alright and I could cancel at anytime in the futureAfter visitng the gym times in my trial month, I decided the gym was not the right fit for me and I told him I would like to cancelHe told me it was fine and he understands but I got charged the next month and when I spoke to him about it he said my membership could not be canceled and I would have to pay for a whole year regardless of if I go to the gym or not,

Initial Business Response /* (1000, 5, 2016/02/03) */
This member signed up for an month couple's membership, which provided a discounted rate and an additional month for free during sign-up, which made it a month contract ending 1/30/These rates are discounted based on the contracted
time-period an individual agrees to be a member and cannot be broken based simply on insufficient usageHowever, we do have options for someone in this situation, and had explained those options to this member during a phone call in February
When this member had called the club again in June to cancel his membership, we advised him to come in to the club in January to make any changes he would like to makeThe reason he was advised to do so was because his final payment of the contracted membership was set for January 5th 2016, and the contracted portion of his membership would be over 1/30/We do require a day notice for cancellations in all situations, which is why we advised this member to come in to sign that day cancellation form in January so he would not be charged any further dues, as the membership went out of the contracted period and would have gone on to a month to month status on 1/30/
We have since attempted to call this member again to further explain the situation, but have not heard back since leaving a voicemailWe can provide the original membership agreement which clearly states the start and end date of the contracted membership, and all the payments the member agreed to payWe also have the cancellation form this member signed on 1/4/16, which states the final contracted membership dues to process 1/5/
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After speaking with other anytime fitness gyms they state you can cancel earlyWhat part of you received almost from me for free do you not understandI was told my contract was up in JanNot that I needed a day notice before I could cancel so I canceledSeems a little greedy to me
Final Consumer Response /* (3000, 13, 2016/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did come in before the 5th of JanSo as a business you are saying that even if someone is going into bankruptcy or lost a job that you simply wont cancel the membership unless they are moving or serious medicalWho do you think you areyour a GYM!!! The last thing I am going to say, and the last time I am going to say itYou are a gym, plain and simple, nothing fancy, you're not made of goldI understand what I signed but obviously money hungry managers wasn't part of thatYou WILL NOT get another dime from me due to paying for a SERVICE that I did not use for months out of my contract due to being told that I COULD NOT CANCELI never complained about the money aspect not even the additional yearly fee you charge for equipment and upkeepAgain, even leases, houses, cars and credit cards have early termination or cancellation feesYou are not the cream of the crop, cant be touched business you think you are
Final Business Response /* (4000, 15, 2016/03/07) */
If you would like a copy of your contract, we would be happy to provide that for you so you can see that the dues from January 5th of which you are refusing to pay would have been the final dues of your contracted periodIt was not an additional fee, and is why we requested you stop in when you did in January to avoid any more duesThe is simply the last payment of your contracted membership, which would have ended January 30th

I reviewed the customer’s account and found that the member had initially signed up at an Anytime Fitness in Tampa, FL and had entered into the specific terms
and conditions of that Franchise ownerSo I could best help resolve this issue for our member, I contacted the Owner of the gym in Tampa regarding his account and to get his original paperworkUpon looking at his paperwork, there was not a clear signature or initials next to the club enhancement/maintenance section therefore not binding the customer to the additional $that was assessed to his account in JuneI have issued the member a refund in the amount of $which is what was requested and as a result he has decided to stay with us a memberThe customer was happy with this outcome, and we were happy that we were able to help him resolve this issue and continue an ongoing relationship with him as a member of our facility
*** ***
Director of Operations
Anytime Fitness

This is a response to a complaintID # ***Dear Revdex.com (Revdex.com): The customer signed up for a 13-month membership on 8/9/That means her agreement would expire on 9/9/In her agreement, it states that the customers’ membership will go into a month-to-month state after the
agreement expires unless they provide a 30-day written notice to cancel their membership at the end of their agreementOnce they go into a month-to-month state, their membership dues increase by $5, for the convenience of no longer being in an agreementIf the customer tried to cancel her membership on 4/5/17, she would’ve been told that she couldn’t cancel because she was still in an agreement at that timeThe Club Manager at Anytime Fitness could’ve had her sign the cancellation form and informed the customer that she wouldn’t be cancelled until the end of her agreement, which is 9/9/Or she could’ve done a buyout for the remaining portion of her membership at that timeSince she was still in an agreement until 9/9/17, she had her regular monthly payment of $come outSince she went into a month-to-month state after her agreement, due to no cancellation form being filled out to cancel her membership, her month dues in September 2017, was $The customer called Anytime Fitness on 9/8/and was very upset because she was still being charged, when she thought she had cancelled her membershipI informed her that we don’t have a cancellation form filled out for herShe argued, saying that she did fill out a cancellation formI checked the notes on her account, and she didn’t have any notes mentioning that she wanted to cancel or filled out the cancellation formI checked all the membership cancellation forms that have been scanned into the computer, and couldn’t find one for herI checked all emails regarding cancelling memberships, and couldn’t find one for herI talked to the Personal Training Director at Anytime Fitness, and he said that she cancelled her personal training sessions on 4/5/She was still in an agreement with personal training too, but she did a 50% buyout to cancel her personal training portionI checked her visit history, and the last time she scanned into the facility was on 4/5/The customer probably thought that by cancelling her personal training, that it would also cancel her membership but they are two separate servicesI informed the customer of this and she continued to argue that she was told she wouldn’t have payments come out anymoreI’m assuming she thought that she wouldn’t have payments for both services taken out anymore, when in fact, it was just personal training that wouldn’t be taken out anymore because she signed a cancellation form for personal training but not for her membershipI told the customer that since we don’t have a cancellation form for her, she is and still we charged until she signs a cancellation form for her membershipShe demanded a refundI explained that since she didn’t sign a cancellation form for her membership, we wouldn’t be able to refund herShe didn’t like my response, swore at me, and hung up the phoneShe ended up going to a different Anytime Fitness location in Fargo, ND to sign the cancellation formThey emailed it to me and I cancelled her membershipI waived the 30-day cancellation policy because of the delicate situation, that way she wouldn’t have another payment come outHer expiration date is 10/7/and won’t have any more payments taken outIf the customer thought this problem began in May 2017, when she noticed the payment being taken from her bank account, she should’ve come forward in May or the several months following to rectify the situation or ask for clarificationBelow is the customers written agreementI blocked off sections of her agreement because it contained banking information, social security number, etc Thank you, Sarah *** Anytime Fitness, Club Manager