Anytime Fitness

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###-###-####

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,I am responding to complaint #[redacted] filed by [redacted] who was a member at Anytime Fitness Pembroke.  I apologize for the delay in responding: Mr. [redacted] signed a membership contract in January 2016.  He opted for the 24 month contract at the reduced monthly...

rate.  Throughout the first months of his contract, the management at Anytime Fitness made multiple attempts to reach Mr. [redacted] because of his lack of usage to determine if there was something we could do to help him get on track with his fitness goals.  In September 2016, Mr. [redacted] finally responded and asked is we could freeze his membership due to his inability to get to the gym because he was traveling so frequently.  As per the terms of his contract, we asked him to supply us supporting documentation and we would allow him to freeze the contract.  He never provided the supporting documentation.  In October 2016, we attempted to reach Mr. [redacted] to see if we could help him out and he would not take our calls and his voice mailbox was full.   In January 2017, we attempted again.  We left him a message to call us back and he never returned our call.  In February 2017 we left him a voice mail to inform him that his account was being sent to collections as a result of him choosing not to pay the contract and honor his end of his contract. Our first choice with our members is to offer them assistance and motivation to get in and use the facility to reach their fitness goals.  We will work with struggling members who need to freeze their accounts due to travel etc.  It clearly states in our contracts that non usage is not grounds for termination of a contract. It is unfortunate that this situation escalated to this level.  We appreciate every member and we understand the they are spending their hard earned money with us when they have other choices and we are grateful for them for choosing us.  With that said, we structure these agreements based on the terms of the agreement and we make sure we execute and do our part so that people enjoy the facility and get the most out of their fitness journey with us.  Our contracts are structured so that we are able to offer programs to meet each individuals needs and we allow them to choose the term that best fits their lifestyle.  Mr. [redacted] chose to enter into a 24 month long contract and take advantage of the lower monthly payment. Thank you for your time and please let me know if you need any further information. [redacted], FranchiseeDirector Of Operations[redacted]

Greetings Mr. [redacted], We have sent out your check last week. Let me know if you have any other questions or concerns. Thank you again for your patience! Your friend in fitness,[redacted]

Heather([redacted]) spoke with John, his account was cancelled out today. We were previously waiting for proper proof of relocation as laid out in his agreement to end the membership as he was still in his initial term. After talking to John, Heather decided the best customer service route was to...

refund the last 3 payments John made today and cancel the agreement for him. He was happy with this resolution.

[redacted] and [redacted] became members on 2/25/2014 and were signed up by an employee- Neither owner was present at this event.
About a week later [redacted] and [redacted] came in to get a free session provided by a personal trainer.  They were trying to get pregnant and their doctor was...

citing poor health as one of the reasons they could not get pregnant. During this transaction the club gave them a price discount similar to what it does for buddy training even though they did not qualify due to them each wanting separate trainers.  During this meeting we recommended a diet bundle to help cleanse and re-set the metabolism of the wife because she was especially having a tough time.  We first recommended an Advocare 24 day challenge due to it being green labeled certified, but it was beyond their price point.  The second option was a Fit Miss bundle that they ended up purchasing.  When it arrived it was 100% in tact.  The product line (not included in the package) included an energy-type product that they claimed they thought was in the package.  It was not and was never sold to them that it was.  We then, on our dime, gave them a similar product (that they claimed to like better) that we had in stock.  The husband opened the package and took 2 servings out and after a week claimed he didn't like the taste.  We ate the cost and gave him a different flavor.  After about half of the diet bundle was finished, the wife claimed it wasn't working (she had lost 9 inches, but not as much weight as she would have liked).  They complained enough that we gave them their money back- not because we guaranteed any product (we know as a company that diet trumps any supplement and would be foolish to guarantee anything such as a diet bundle).
To address the turnover- The Club Director had a Masters in Exercise Physiology and got a position with an area hospital.  She was a good employee and has our letter of recommendation.  We did, however, fire (1) trainer.  The trainer was under an arrangement to get a PT certification (we require all trainers to be certified) and failed to do so after being allotted 6 months (3 more than agreed-upon).  We did this to protect the health of our members. We also let go (1) PT contractor (not an employee, an individual) for 10 days of no call, no show.
The wife is supposedly pregnant- the couple refuses to get us any documentation stating that she cannot train.  They have also claimed they are getting kicked out of their house (they don't own or rent- they live with a grandparent) but until recently have refused to get us a bill showing their new address.
These are two individuals that have taken clear advantage of a small, 100% veteran owned business. Both owners have led lives that have given back to their community and sincerely try to help their clients. Over the course of the 6 months they did the following for these individuals:
-Saved them a tremendous amount of Personal Training to give them access to that program, to include (6) free sessions each. 
-Gave them approximately $60 of free Advocare Spark product
-Refunded them approximately $120 for the diet bundle even though it was over half used and unsellable.
-One of the owners drove 30 minutes to give them a personal check so that they could go to Indianapolis for a graduation (they claimed that Personal Training had them that strapped and we didn't want to see them fall out of the program or lose out on going to a significant personal event). The check was for $120.00.
-We have refunded them each 5 months of dues plus their unused PT sessions (4 for him, 3 for her- the prices they state are also inaccurate) to their satisfaction.  It is in our buyers rights to cancel where if you move you can be cancelled- all it took was for them to provide a bill from their new location and they had the money next day.
Our company prides itself on doing the right thing.  These individuals decided to use the Revdex.com as a weapon the first time they did not get their way instead of just complying with our internal procedures.

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.
I am emailing you concerning complaint number [redacted]   the issue has been resolved. thank you!
Regards,...


[redacted]

This email is regarding the complaint to the Revdex.com from [redacted]. The Complaint ID: [redacted]) has been assigned to this issue. [redacted] sent us an email with a doctor's note in it stating that she could no longer continue with her training program because of medical reasons. We...

notified her that the medical cancellation policy on her agreement states that she can medically cancel her agreement with a note from her doctor for a $250 cancellation fee and that she needs to sign a cancellation form for our records. [redacted] thought that since we told her that her doctor's note was a legitimate reason to cancel, that her agreement would be cancelled right away. She never came in and paid the $250 cancellation fee or signed a cancellation form so we never cancelled her agreement. Her next two payments on 8/10/17 and 9/10/17 tried to draft out because of this but were not able to be collected so they went delinquent. When her 10/10/17 payment was drafted out of her account [redacted] called in and wanted things sorted out. Travis told her that he would have me, Seth E[redacted] his District Manager, reach out to her. I further familiarized myself with the situation and reached out to her 20 minutes later. There was no answer so I left a voicemail for her. I reached out to her again later that day and explained to her that the reason why her agreement wasn't cancelled was because she never came in and paid the cancellation fee or signed the cancel form. I also explained to her that the $520 that she was requesting to be refunded from her 8/10'/17 and 9/10/17 payment were never collected and were actually past due. I suggested to [redacted] that when her 10/10/17 payment of $260 was collected I would apply that as her medical cancel fee and we would cancel her personal training agreement at that time. I would also cancel her $520 past due from her 8/10/17 and 9/10/17 drafts. I also told her that I had already went ahead and cancelled her membership agreement with no penalty and forgave the past due amount on that agreement as well. [redacted] agreed that this was fair. I sent her a confirmation email that her membership was cancelled. The next day when her payment went through I cancelled her personal training agreement as well. I reached out to her via phone and left her a message that this was done and also sent her a confirmation email that her personal training agreement had been cancelled. I feel that this issue is resolved to both [redacted] and I's satisfaction. If there is any further issue or concern I urge both the Revdex.com and [redacted] to reach out to me personally, Seth E[redacted], so that we can make sure this gets resolved.
Seth E[redacted]
seth.e[redacted]@anytimeindiana.com
812-593-4594

January 22, 2015Member was explained in detail of our cancellation process and was assisted throughout it. Although several times member was not able to be reached due to no answer as well as their voice mail box being full. Member did not provide us with an email to contact her at. Our...

contact information is available online as well as repeatedly given to the member. Member claims that we provided false information, but upon further examination the member had misspelled the name of our city wrong in their email to us. We never received her email due to the misspelling, but on 01/21/15 we were able to correct her spelling for our email address. They once again forwarded the past email to us which displayed the error caused. Attached is a copy to verify the previous spelling of the address that the email was sent to. We continued forward with assisting the member and had waived $60 in late fees as well as rolled her back past due balance to assist her on a 30 days notice based on the email that was incorrectly sent. We provided assistance above and beyond what was to be expected and provided plenty of exemptions for the member but they chose not to comply. Member also did not provide proper documentation to declare proper proof of move, but we still rose above and attempted to cancel members agreement even though inadequate information was provided. Listed here are our list of verified documents that must be provided:
You must provide sufficient proof that you are moving. Please send in one of the following: New lease agreement in the member’s name signed by member and lessor. New utility hook up or utility bill in member’s name. Newly issued driver’s license. Copy of a one way international plane ticket with a copy of a visa or green card. PCS orders (boot camp and basic training not accepted). Letter from new employer (must be on letterhead), along with a copy of a pay stub. Closing papers on a purchase of a new home. Students—must send in a copy of a class schedule and tuition receipt (must be on letterhead). If you cannot provide one of the above, you can send in TWO of the following: Current bank statement. Current major credit card statement. Post office change of address confirmation letter. 30 day written notice of cancellation. You are still responsible for any payments that fall within the 30 day period from the date [redacted], Inc. receives the sufficient proof of move. Payments will continue on the membership agreement until the sufficient proof of move is received
Member had sent us a copy of just two envelopes with her information listed on them in an email on 1/16/15. These documents did not provide proper proof of move, but we continued to assist the member as they were verbally upset. Attached is also a copy of the members right to cancel which is right above where the member had signed. We are as transparent as possible and do not hide any information from our members. Members are not required to sign a contracted term and offered a month-to-month term option which member did not choose. Also attached is a copy of our call log to the member in the month of January. Many attempts have been made to assist the member in cancelling their agreement, but the member has chosen not to agree to terms. Member has chosen to continue to threaten us which is not acceptable. If member wishes to continue with their cancellation they may contact [redacted] at ###-###-#### and by providing written notice to [redacted] Sherwood, AR 72124.

June 30, 2014                    [redacted]
13.55pt 0in 0.0001pt 0.3in;">Revdex.com
[redacted]
I am responding to the complaint ID [redacted]. In response to the
unauthorized charge on her account this is false. The member signed a 24 month agreement with our club in January 2013, which she received a copy. On September 17, 2013 the member signed a freeze request for the term of 3 months. When she signed the form it stated that she would be charged a monthly freeze amount. The charge is normally $10 for the primary and $5.00 for each additional member, but we have only charged her $10.00 per month for both members. On December 20, 2013 the account became unfrozen and the normal draft amount of $68.14 started again, On February 21, 2014 the member signed another freeze form for three months, which her normal payments of $68.14 started again on June 20, 2014. We do not "owe" her any money. If the member has a medical issue, then she is welcome to contact the club to find out how to submit a medical cancellation. We also are willing to cancel early with a buyout fee. She can contact the [redacted] for the amount. We will not be refunding any monies. If the member files a theft claim with the police, then she will be responsible for all of our fees related to that claim.
Sincerely,
[redacted]

[redacted] is not one of our members.  He is a member at the Logan Utah location and was dealing with them.  We called him and he said he would be contacting you (Revdex.com) to resolve this issue.  He did say that he entered the Logan Utah location in his complaint.

I was a member of Anytime Fitness and have been to several locations within Ca and various other states. I have had no issues with any other location AF location. My problem is with AF in Martell, CA. The owner decided to move the gym to a new location. The estimated downtime for the gym was 5 days. That changed to two weeks. No gym access for two weeks. I added a post on the gym's Facebook page stating members should be reimbursed for the two weeks of downtime. The same day the owner of the gym left a voicemail for me stating that "he was not happy with me" and that he has canceled my membership and that I am no longer welcome at the gym. His actions were unprofessional and uncalled for. Stay away from this gym. It is extremely cliquey and your membership may be canceled at the whim of the owner and the associated cliques.

We have a financial company that works directly with us for billing. They do in fact make calls to our members that have billing issues to make sure they are more than aware of anything that may arise from it. Attached I have screen shots off all interactions and notes with [redacted] and our Financial...

company. I have also attached the apology email. As that is the only way he stated in his complaint he wanted to be contacted

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending 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. 
Regards,
[redacted]

none; white-space: normal; word-spacing: 0px; background-color: #ffffff;">This member signed up this past September as do many students at the college due to our gym running promotions.  We have over 1,000 members at our gym all under contracts depending on if they signed up for a one, one in a half or a two year contract.  This member is saying she didn't know she couldn't cancel her membership.  Well we pride our selves on treating and giving our members the best customer service and working out experience.  We explain the contract to many new members each day. With that being said, I highly doubt that this one member was explained the contract incorrectly.
The member came in and wanted to cancel her membership due to not having anytime to work out because of school and getting a few jobs that she didn't have when she started her membership.  She was told she could freeze her contract up to three months, but is unable to cancel unless it was bought out.  I think our member is know trying to get out of a contract and has asked her mother to help and is playing the (I didn't know that I couldn't cancel and that I was pressured into the gym membership).  Please feel free to come down anytime and ask any of our 1,000 plus members if they ever felt pressured into joining our gym or pressured into a contract.  Thanks for your concerns.
 
Yours in Health,  [redacted]

[redacted]
To Whom it May Concern, I have reached out to Mr. [redacted] and we have come to a mutual agreement on this matter. After speaking to him he has expressed to me that he is very satisfied with the resolution we have come to. We were happy to have him as a member while we did. Please reach out to me if you have any further questions. Thank you, Quinn M[redacted]H2I/MangerAnytime Fitness324 W 37th StLoveland, Co[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending 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. ONE thing to add is the account should have been closed back in July/Aug and they never issued me the credit, I did have to dispute that charge with my bank. It should have never reached this level, very bad customer service.Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Our agreements have each section clearly labeled along with
a detailed description of its intention. Furthermore, upon  a thorough explanation of each section, each
and all new members are ask to provided their initials acknowledging they
understand the terms and...

conditions. In the same manner as any other finical
banking institution, additional service fees will apply for any check, drafts,
credit card, or order returned for insufficient funds or any other reason. The
service fees are established by our third party banking system. If there is any
uncertainty funds will not be available upon due date we allow flexibility to
change payment due dates. Proper communication among the primary member and our
staff in a timely matter is required to assure any and all request are granted
at the members discretion. All members are purposed an option between a 12
month and a 3 month agreement. As mentioned above all sections are thoroughly
explained to assure all new members acknowledge the terms and conditions of
each agreement upon any initials or signatures are requested.

I am rejecting this response because:
When I called I was instructed that I need to cancel by visiting the club between the hours of 12pm - 5pm Monday through Friday. Despite what is noted in the contract, the business deceptively provided instructions that forced me to come into the office. As majority of working people, I work during the hours of 12-5 Monday - Friday and I needed to take time off of work to be cancel my membership, as it was instructed by the phone conversation by the Anytime Fitness employee. During the time of the phone conversation and the time I could leave work, another monthly payment was processed. The business practice of requiring a 30-day written response is unfair to the consumer. There is no reason why it would take 30 days for any business to stop future payments and cancel a gym membership. This is a poor business practice that forces a customer to pay another month of membership. Several customers have complained all over the nation regarding this practice. Clearly, this is not a good reputable factor.