Anytime Fitness

I received notice that there was a complaint filed against me here at Anytime Fitness in New Berlin by a member named Kay [redacted]. The complaint ws submitted on 11/2/16 and has an ID of [redacted]. We contacted Kay and she was issued a refund like we promised her. Her November payment was an...

automatic withdrawl so it took a couple of days for the refund to be issued back into her account. We have set up a $100 refund to her account so that she will not start paying membership dues again with us until that $100 refund credit is used on her account. We did not terminate her contract, but we did refund her $100 personal training payment into credit through her account so that she will not be paying membership dues with us until February 2017.

I have now visited on the phone two times with the member who filed this complaint. He was very pleasant to speak to regarding this incident. I explained the circumstances related to the issue, and he accepted the reasoning and the solution we both determined would rectify the issue....

He still wants his membership and he even said that he would contact the Revdex.com to remove this complaint. We are very sensitive to maintaining the highest respect and protection of our member's account information. Please contact us with any other questions or concerns.

First off, [redacted] is a great member and I greatly appreciate and respect her business with us and because that, all matters and issues have been resolved between us in a very professional manner.  I will take a few moments to clarify the issue.  I am a new owner, as of about two months ago....

 There was a little confusion in regards to policies, staff, and our group room.  I'll start with the policies.  We have no changed anything in regards to policies in the club.  Everything operates the same and in my opinion for the better of the members and clients.  We've added a great new energy.  That energy is why it may seem things are operating differently.  As far as staff, I have replaced the previous "lady in the office" with a new manager just weeks ago so this is why there was some confusion that [redacted] has yet to meet this new manager.  Some of the reasons stated above are some of the reasons it was not a good for for us and she has resigned.  The new manager has over 10 years in the fitness industry and brings a great level of experience to our club.  Again, the energy, staff and club culture has had an impact on the club and although nothing policy wise has changed our new systems and positive interaction and involvement has made it seem a little different.  All for the better of course!  Lastly, in regards to the use of the group room, the actual issue at hand.  We have a 600 square foot closed door, group exercise room.  Inside we have light weights and gear that everyone can use for classes or their own workout.  Also, inside of this group room we have a virtual class system that projects onto the wall and a member can take a virtual class (included in membership), turn the lights off, shut the door, and do your own thing!  Now, the only "Policy" in place for this system OR room, is first come, first serve.  We would expect our members and clients to be polite and show a level of courteousness to each other when using it as everyone pays the same amount, everyone has the right to be there, and everyone has the same policy in place for the use of this system.  At this time, there was a member that did not show that level of respect to [redacted] and for that we as a club apologized to her and let her know that if there was ever another problem with a member to please come let us know and we can help resolve the situation.  Another member was not respecting the "first come first serve" policy and again, that is not [redacted]'s fault.  I let her know that I knew the member and can help mediate the issue for the future.  She was very respectful, very kind, and very professional over the phone with me when I called her about this.  We had a great conversation and everything is ok and she knows what she can do moving forward to help with any situation.  She has my direct line and can call me anytime.  I am happy to help with any issue that calls for my personal attention.  Thank you so much and look forward to having a great new year!  Take care.  -[redacted] (owner)

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I have yet to receive an official copy of my membership agreement, and I do not know who there is to contact at the billing office to resolve this. Also if I am no longer welcome to the facility than that means that my payments and billings need to be stopped IMMEDIATELY. All I have been getting is automated calls from [redacted] financial, I do not have a direct person to contact.
Regards,
[redacted]

Hello,
We received a complaint regarding a member named [redacted]. I've never had a Revdex.com complaint and I'm not sure of the procedure for resolving the complaint. I am hoping that you can assist with this matter.
The member complaint is that her membership...

cancellation request was not processed per her alleged written request that was mailed on 2/12/16. Unfortunately we never received her written request. We do request that members give us 30 day advanced written notice of cancellation by letter mailed to our address or by coming into the club to complete a membership cancellation request form. I do not have any written form of request from her.  She stated in her complaint that she called many times to inquire though I checked our phone logs and only show one call on 5/11/16 inquiring about cancellation.  If she can show proof that she mailed a copy on 2/12/16, we'd be happy to honor her request and refund any dues that were collected in error outside of the 30 day notice policy.
I have left a message with [redacted] to request more information in an effort to resolve the matter. In the meantime I have cancelled her membership effective 7/6/16 so that she will not be billed any further. I need further information to determine if or how much of a refund is appropriate. 
Unfortunately I was out of the office between 6/13/16-6/30/16 and the staff are not permitted to open our mail so this is the first opportunity that I have had to address this letter from your agency. Please feel free to contact me on my cell [redacted] if you need any other information.  
Thank you for you assistance,
Anytime Fitness of Flint & Grand Blanc
[redacted]Owner/Manager

Revdex.com:At this time, I have not been contacted by so.cap.usa hair extensions regarding complaint ID [redacted].Sincerely,[redacted]

We were under the impression that the intention was to resolve the issue rather than get into a "back and forth". As mentioned, [redacted] is no longer welcome here based on the behaviors caught on camera and his person to person interactions in the club. We have set up a cancellation policy for this member. He is welcome to call the billing company and take advantage of it.

From: Scott [redacted]Date: June 3, 2016 at 5:01:38 PM EDTTo: Andrew [redacted]Subject: Complaint [redacted]
[redacted]I did some research with our staff and our billing company. I...

determined that customer [redacted]l had signed up for a membership and after a period of one month his membership defaulted due to issues with his credit card information. [redacted] was charged a total of $69.12. This was one months payment as agreed , with the addition of a $20 club enhancement fee that is charged to all members in December. The club enhancement fee is charged to all members regardless of the type of membership they have purchased. No further charges were taken due to  the billing discrepancy. [redacted] sent us multiple emails indicating three different scenarios regarding his membership. He stated that he signed a cancellation form the same day he signed up for membership.(we do not except a cancellation at the same time we are selling a membership) He also stated he had sent certified letters to the club requesting a cancellation. [redacted] emails also say that he put his membership on freeze. Our club staff called him and attempted to update his billing information also indicating he needed to stop in and fill out a cancellation form. Our policy is to attach any correspondence,including certified mail and cancellation forms,as well as any freeze forms to the members contract. Our records do not show any such forms being processed. It is possible the mail was sent to the wrong location. We are researching with the post office in an attempt to verify.It is clear to us that [redacted] does not wish to continue his membership. We do not have a valid credit card on file therefore it is impossible for us to bill him any further. I have instructed our operations manager to contact the credit agency and remove him from collections. We will cancel his membership immediately with no further charges. We will continue to look for evidence of the cancellation and attach it to his file. If [redacted] could stop by the club at some point we could have him sign a form which is our standard cancellation policy. As of today's date [redacted] has paid for the month he used and we will not attempt to collect any further membership dues.Scott R[redacted]Anytime Fitness

We requested per our cancellation policy for official proof of a change of address and have still not received it.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because: I was not informed to provide documentation about my relocation from the initial point of contact on 01/02/2017. I was told that my cancellation would be processed the following Friday 01/06/2017. Per cancellation policy of Anytime Fitness there is a 30 day cancellation policy upon sent cancellation letter. This would be in effective until January 31st and therefore would not carry over to the month of February. Additionally, I was not informed about my cancellation on February 6th because of no communication from the owner. I requested a phone call with the corporate customer service reputation with no response from the owner. After multiple attempts and days of frustration and accusation on his part I decided to contact Revdex.com. Only after had I informed him and the corporate customer service representative was I informed about my cancellation.I do not believe that I should be charged for the month of February because of reasons previously mentioned. I requested a dispute on this charge through my [redacted] and therefore any resolution to this situation should be in compliance with the bank while investigating this dispute. Lastly, throughout the entire process I was treated poorly, my concerns were dismissed and turned into personal accusations, and was not communicated with adequately.
Regards,
[redacted]

Hello,
 I reached out to this member to apologise for the miscommunication. The issue has been resolved and the member received a full refund for the asking amount.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although I'm still not completely satisfied, as Alaina told me verbally the cancellation fee was only $50 when I signed up, I have agreed to pay the reduced cancellation fee.
Sincerely,
[redacted]

Revdex.com:
At this time, my complaint, ID 10855756 regarding Anytime Fitness has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,

Business Response to a ComplaintComplaint ID#:[redacted]Company Name:Anytime FitnessCompany Contact:[redacted]Company Phone:###-###-####Company Email:[redacted]Person Who Sent the Complaint:[redacted]Staff Member:[redacted]Response:In response to [redacted] complaint....In...

March of 2015 we had sent out a survey to [redacted] about his experience with Anytime Fitness, he responded with low ratings for the gym but continued to use the gym very frequently, we followed up via email to address his issues and correct any issues he had...we got no response from [redacted]. Then later we received the email to freeze, so we responded to freeze his account, then he asks to refund his dues that came before his freeze request, his request was denied. Freeze Request are processed when they are received, and no future payments will be taken out until agreed date. He wrote that his doctor sent us a medical note / cancellation from his agreement...we never received. So we processed his account as a normal cancellation as he requested, all cancellations require a 30-day notice, so this would mean the Jan payment would be his final payment. He disputed the Jan payment with his bank, and the $35 from 1/15 went back to him on 1/25...even though through the agreement he would owe as his final month, he can keep the $35. His agreement is cancelled with Anytime Fitness and there will be no future charges coming from [redacted]. There is no billing scam, lack of ethics on Anytime Fitness, no additional charges that were not agreed upon have ever been taken.Sent on: 2/18/2016 3:15:10 PM

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Mr. [redacted],First i'm sorry for the delayed response, my regional manager has been tied up closing the past year, as well as taking on the craziness that January is for this region. Mr. [redacted] I would also like to apologize for you feeling as though you were "tricked" into signing the contract, I press...

for new members to read what they sign. Looking at the situation, we have two options to present to you Mr. [redacted]: first being that you stay in contract and pay your monthly dues, the second being that pay the remaining balance of $872.67 to end your obligation. I appreciate your patience, as well as understanding. Let me know if there is any other way I can help you, or if you have any other questions.Your friend in fitness,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For 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.]
Regards,
[redacted]
 
 I did call the gym to inquire about how to cancel my membership.  I made arrangements to drop the letter off to the owner directly. I was told he would be in the office until 6pm on March 30,2015.  When I arrived at the gym about 5:35pm on March 30th no one was in the office.  I slipped the letter under the door.  I then call the next day around 9:30, the gentleman who answered told me he did receive the letter and would get back to me about processing my cancelation.  I had spoken to a staff member at the gym about 4 different times prior to my contacting the Revdex.com, never did they mention returning the acess key or that I would be charged immediately for the next months membership.  Had Anytime Fitness made it clear during one of the four phone conversation I would have understood the process and would not have contacted Revdex.com.  Anytime Fitness is liar about not receiving a written notice.  I hope they change there process of handling customers.

I just talked to [redacted] yesterday and we immediately cancelled his account and we never charged him the 30 day cancellation notice that every one gets charged.  I sincerely apologized and have already returned hm $39 for his trouble.  I felt this was extremely fair considering we have no...

notes on the cancellation and cannot track people bank accounts for the eft members pay per month. We have also over the years taken all late fee's that he was given.  i've explained this to him, but obviously not happy, I will check with corp to see what should be done.  What would be Revdex.com suggest? Jason B[redacted]

They did come into the club and sign their cancellation exactly as they explained. The fitness consultant mishandled their paperwork which resulted in the form getting lost and the account not getting closed as it should have. They were kind enough to provide a copy of the cancellation...

form they had signed. I cancelled their account immediately and refunded their payments for January and February. The company that is calling them is [redacted]. They are not a debt collecting service. They are a 3rd party billing service. This is their account on [redacted] right now. It shows their account information, billing statements, and shows the refund we submitted. I reached out to the phone number we have on the account and I spoke to [redacted]'s wife, [redacted] did say that they received the reimbursement and that everything had been taken care of. They should have had their money put back into their account right before the complaint was posted. If I can be of any additional assistance please reach out. Drew[redacted]