Anytime Fitness

Thank you for this opportunity to resolve this complaint.According to our records, the customer purchased an SEO Link Building (five keywords ) plan on March 18, 2015, after speaking with a sales representative. The cost of the plan was $499 and this amount is billed monthly.From reviewing the phone...

calls, it would appear this is a case of mismatched expectations. The product purchased is a long-term solution and would take time and funding to accomplish results. In this case, the customer wanted a product which would get him top spots in the search engines much sooner.The customer contacted us back on March 19, 2015 in order to cancel this service. We have canceled the service and issued a full refund of $499 back to the customer on the same day. We apologize for the misunderstanding and will be looking into ways to prevent situations like this from happening again. As a gesture of goodwill, we have also provided the customer with one month of hosting credit to his Homestead account, worth $90.

[redacted] requested an immediate cancellation knowing that there is a 30 day notice required.  On April 6th upon her phone call, I immediately contacted abc financial to place the cancellation.  This was timely and again there is no dispute that she was responsible for the gym membership fee of $28.60.  Again, she is not disputing this charge now.   Rather, now she is disputing that she was charged on April 6th rather than later in April.  The reason this occurred on April 6th is because she requested the cancellation to take place immediately. So now she not requesting a refund, but requesting that her complaint stay in place due to her lack of knowledge that she would be charged immediately rather than at the end of the month.  Perhaps again, she should be aware of her contract that states that when she insisted a cancellation that one month will be charged and she would still have full access to the club for the next 30 days.  Again, she requested that her membership be cancelled immediately and I then immediately contacted abc financial to cancel her membership per her request. I am respectfully requesting that this complaint be dismissed.  Her lack of knowledge about the cancellation process does not excuse her abuse of this complaint process.  Thank you,

We have explained that the transfer was due to her sons use of the Virginia location. Once the membership was automatically transferred from us in NJ it was out of our hands.

Initial Business Response /* (1000, 15, 2016/10/27) */
[redacted]Document Attached[redacted]
Attached, please find a copy of [redacted]'s agreement which ends on 09/20/2017. The account is currently past due [redacted] and a payoff of [redacted] on the account. We are able to settle and terminate the account for [redacted]...

for both [redacted] and [redacted] if they wish to cancel the agreement early.
Initial Consumer Rebuttal /* (3000, 17, 2016/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not responsible for lack of management and training, I was told I was cancelled. I really don't care what the contract says. I signed a paper stating I was out of my contract. I was no longer obligated to that "contract" once I signed the release paper. That is Anytime Fitness' management to ensure they don't do something like this. I was never told I was still under contract even after the fact, I JUST found out I'm still under contract as of 10-26-16, YESTERDAY. I called and left several messages and never got a response. This is completely Anytime Fitness' fault. They also admitted the fact that the employee did not know what he was doing.

I spoke with our club manager about the situation. We only take cancellations via Certified mail or in person with a signature at the club. If no registered letter was received and signed for I can't verify the cancel date. I believe [redacted] did come in to cancel and she was no longer in her...

contract. We do cancellations all the time and I'm not sure why the letter was not received. Even if it wasn't certified we would have followed up. We always stop billing when a customer cancelled however we don't have any way of knowing if a customer is still being charged unless they are monitoring their accounts. If [redacted] wants to speak with me I am certainly willing to listen to her concerns. Scott R[redacted] Owner Anytime Fitness Farmington.

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.] I did in fact make this request numerous times. I also gave this business the attached letter. And, my father spoke to these people a few times regarding this problem regarding their business practice of calling family members and making threats. The Marine corps recruiter also address this issue with these people yet they continue to harass my family over this alleged debt that should have been closed out. These people have no ethics.
Regards,
[redacted]

We spoke with the customer regarding the charge and a full refund ($299.00) was issued back to his credit card on May 18, 2015. The refund can take between 5-7 days to post on his credit card statement.

WILDLIFE PRO

I had an animal tunneling in my yard and [redacted] from Wildlife Pro gave prompt and efficient service in removing the animal. The costs were exactly as quoted as well.

[redacted]

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. 
Regards,
[redacted]

Good Afternoon Ms. [redacted],
I would like to apologize for being unable to speak with you directly regarding this matter. I would like for you to know though, that I did receive both voicemails that you left on our office phone dated 3/6/14 at 2:46 pm from [redacted] and on...

3/11/14 at 8:45am from [redacted].
Regarding the message from 3/6, our enrollment office closed at 12pm the following day because I was needed elsewhere for a job-related event. Unfortunately I wasn't able to respond to any voicemails given the time frame I was in the office, so I sincerely apologize for not getting back to you on 3/7. However, when I returned to the office on 3/10 that was the first time I had heard your message from 3/10 and I made it a point to call you back around 10:30 or so that day and left a message to let you know that in order to cancel out your membership we were going to need you to come into the office to sign the 30 day cancel form. The following day (3/11) when I came into the office at 10 I received another voicemail from you and responded to it promptly by calling you again around 10:30. Once again, I let you know that in order to cancel out the account we would need you to come in during the enrollment hours (M-TH:10-6 or Fr:10-2) to sign the cancellation form.
Since yesterday I have not been in contact with you, however I have attached the cancellation form here for you. Please fill out the necessary information/sign at the bottom and then then fill in following:
30 day notice last payment date: N/A
Amount due: 0.00
Last day access to gym: 3/31/14
Once again I apologize for being unable to speak with you directly. I hope that this will make the process a little bit easier for you, that way we can get the situation rectified as quickly as possible by getting that cancellation form from you ASAP. If you have any further questions or concerns, please feel free to reach me by any means during the enrollment hours(M-TH:10-6 or Fr:10-2) via the contact information below.
Have a wonderful day,
[redacted]
Manager
Anytime Fitness-[redacted]
[redacted]

I have explained to David through email that there is a 30 day notice to cancel and they would have to come fill out cancellation paperwork for the cancellation process to begin.  I will not cancel them with out receiving the key fees they agreed to pay when the signed up. With a 30 day notice to cancel they would most likely be billed one more time for 65.90. 67.90 if they have a debit or credit card on file.  I will be willing to forget about the 65.90 if they pay the key fees like they agreed to in the beginning.  I feel the [redacted]s agreed to a contract that they could not afford and [redacted] and [redacted] have expressed Their financial issues with me on many phone calls. I feel that I have done everything to make up for the mistakes and provide them with great service.   I have even offered them a way to cancel that does not fall under the stipulations to terminate an agreement.  I will try to meet them in the middle and if I receive the 75 dollars for the keys I will waive the last month that comes with a 30 day notice.  The [redacted]s will still have to come to the club and fill out cancellation paperwork that way they will have a copy stating the membership has been terminated and so will we.  Please ask if you have any questions.Thank You,[redacted]Anytime fitness area manager

These are the forms you requested. One is the month to month contract I signed with Anytime Fitness, Rockville, MD on April 27, 2016 and the other form is the cancellation of my membership form that was ACCEPTED and SIGNED by the manager of the gym- Luke P[redacted]. And yet still they have not cancelled...

my membership and are continuing to charge me. If you have any questions, please reach out to me via email or my phone- ###-###-####. Thank you!...

Reached out to the member on 2 occasions(12.9.16 & 12.12.16). We connected on the phone on 12.12.16 and talked out the experience she had with the club she was a member at. There was a lack of communication between the member and management post pregnancy. We quickly came to the conclusion that...

due to the frustrations she had with what her expectations were for her personal training sessions and what she felt she received differed we were able to refund her the balance of her remaining sessions. In addition we allowed her to keep the sessions and also comp'd her membership for both her and her husband to allow them to continue to use the sessions and to apologize for the frustrations that were experienced. She was happy with the outcome and the prompt response in getting it handled.

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.
Regards,
[redacted]

Revdex.com:
I have received documentation from Rob S[redacted] from Anytime Fitness proving my membership has been cancelled. I am happy with this outcome, and wish to close this complaint. Thanks,[redacted]

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]

We recently contacted [redacted] and apologized for causing any inconvenience. We went through the membership agreement that he signed when he joined to cover the terms of his membership and how it is set to go month to month after the agreement. [redacted] was in his month to month state of his...

membership and had one final payment to end the membership as stated on the signed agreement (see attached in the auto-renewal portion of agreement). He provided us his 30 day notice to end the agreement and was upset about having to make one more payment to the club. Because of the confusion, we wanted to meet in the middle with an agreement. Per [redacted]'s request,  in good faith, we prorated his final payment due to the club. We always strive for the highest levels of customer service and will do whatever it takes within our power to make a member happy. On top of [redacted]'s request to prorate his final payment, we mailed him a 3 month membership gift certificate to use when the timing is better for him. A 3 month membership is valued at $228 and we sent this to him on top of his request for a prorated final payment to hopefully exceed his expectations. [redacted] has been called and emailed about the resolution.

Thanks for allowing us to respond to this complaint, although I was not the manager when this agreement was signed, we do have a signed contract from [redacted]These agreements based on how I was trained are walked through with each member and properly verbalized their portion of the...

agreement. [redacted] signed an 18 month agreement totaling 19th months, where he received 1 free month. The total cost of the agreement is place on the contract in which [redacted] has signed, is $719.00 plus $40 for his key, plus tax = $808.06Each month he should be paying $42.54 per month for 18 payments, his first payment starting on 11/24/2013 and last payment being 5/24/2015[redacted] made payments from 11-24-13 until 10-24-14 and then stopped making his payments.After three or four straight months of no payments the balance due is sent to collections[redacted] should owe us a balance of $297.78 which includes his remaining months of membership and our Club Enhancement Fee of $21.27  [redacted] has signed all the proper places on the agreement and has initialed all proper places on the agreement.  We also have a picture of [redacted] when he came into the club to start his membership.  We are always happy to go through the agreement with a member who feels like they did not agree to the terms, each member is given a copy of the contract that they have agreed with.  We do offer many options for people to temporarily put their membership on hold, for a number of reason, if they are unable to use the gym.  Please let me know if you need any additional information or actual documentation.Thanks [redacted]Club Manager  [redacted]
[redacted]
[redacted]________________________________________

We had received an e-mail from [redacted] stating that he would like to cancel his membership with Anytime Fitness. We had then expressed to Mr. [redacted] that it is our company policy to have him  then come into the facility and fill out the...

necessary cancellation form. We explained to him the reason we do this, so that he would then have a printed and signed copy of the cancellation of his membership and his dues, and we would have a copy of both. We explained this step allows us to avoid any confusion in the future. We then listed our business hours (M-Th 9am-8pm, Fri 9-4, Sat 9-12) and ask if he could please stop in during tone of hose time and the process would only take a few minutes and he would be on his way. The last step after filling out a cancellation form is that our corporate office requires a 30 day notice and one last payment to be drafted. We hadn't heard from Mr. [redacted] for a few weeks, and came into the club one day to find his key fob slid under the door with a note stating he would like to still cancel. We again tried to reach out to him but he didn't seem to want to be compliant with our cancellation policies.
 
Due the confusion we have been granted by our owner the right to cancel Mr. [redacted]'s membership effective 2/26/14. Again, this is typically against our company policy without us having a cancellation form filled out prior to cancelling the membership.

This email is in response to complaint #[redacted]. We did not get an email for the complaint, and we JUST recently received the letter in the mail, since the post office was holding it. We spoke to the member regarding their personal training and tried to find a good day and time to get the...

sessions going. It was then, that he let us know that he had joined another gym and purchased training at that facility.  We had our trainer step away from his position, which left us without a trainer for a couple of weeks due to staffing, but always assured the member that we were getting a trainer available. We had a personal trainer reach out to try to find a good time, but they have been pushed away because the member was upset that the old trainer left and had already paid for training somewhere else without letting us know.  We are trying to perform the service, and have been, but since the member is paying for training at the other facility, he does not want them. That is not grounds for a refund, so we will not be issuing a refund. We will continue to have the sessions available for when he would like to use them. Per the signed agreement, which states "Refunds for prepaid training session packages are made only in the event of total and permanent physical disability or client relocation to outside of 25 miles from any location providing Anytime Fitness Wyoming training services", which neither one is the case.  We would, ultimately, love for the member to come back so we can give them the service that the #1 Franchise in the World delivers, so the sessions will be there for whenever they want to use them.  In health,Anytime Fitness 22 Kingstown RoadWyoming, RI 02898###-###-####