Anytime Fitness

I researched [redacted] account and found that he submitted his cancellation request to Micaela on 8/18/ His agreement requires a written day notice His account should have been cancelled after his August dues were paid, however, the cancellation did not take place We apologize to [redacted] for any inconvenience this may have caused him We have cancelled his account effective immediately and refunded him a total of for dues paid for September (34.93) and enhancement fees deducted at that same time (21.20) We apologize for the oversight David should see the refund in 7-business days

Good Afternoon Ms***, I would like to apologize for being unable to speak with you directly regarding this matterI would like for you to know though, that I did receive both voicemails that you left on our office phone dated 3/6/at 2:pm from [redacted] and on 3/11/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 eventUnfortunately 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/However, when I returned to the office on 3/that was the first time I had heard your message from 3/and I made it a point to call you back around 10: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 day cancel formThe following day (3/11) when I came into the office at I received another voicemail from you and responded to it promptly by calling you again around 10: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-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 youPlease fill out the necessary information/sign at the bottom and then then fill in following: day notice last payment date: N/A Amount due: Last day access to gym: 3/31/ Once again I apologize for being unable to speak with you directlyI 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 ASAPIf you have any further questions or concerns, please feel free to reach me by any means during the enrollment hours(M-TH:10-or Fr:10-2) via the contact information below Have a wonderful day, [redacted] Manager Anytime Fitness- [redacted]

Hello I am working with ABC Financial to get all the details on the accountThey handle all cancelations for usIt does not sound like the member followed proper procedures for a cancelationI will confirm and get back to you early next week as ABC is closed on weekendsABC does keep record of all calls and this can be provided as well? Jeremy [redacted] Owner

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

Again this just sounds like a lot of useless insults to my staff and my business The statements [redacted] is making just are not true I deal with facts and we have plenty of them to back up what we are saying There is an agreement that was paid for and signed off on, so simply saying it was just a "guest" membership, which don't exist, is simply not true This member used the gym all the way into Jan of and went past due in Dec of so the statement they had been trying to cancel the memberships is again not true I provided usage and the facts of the agreement There is not much more I can say I'm sorry this member is so upset but we are simply following the agreement that was entered into

Hey [redacted] , I spoke to [redacted] on several occasions about his membership and he knows the terms and conditions of itHe signed up for a two year membership which ends next January and you can get out of your contract if you Move out of a mile radius of an Anytime Fitness Have a doctor write a letter saying that you have a medical issue that does not allow you to workout, or Buy the remainder of the contract out I spoke with him last on January 20th and he said he would be fine if we refunded him for November and December since he was not here and under the assumption that his membership was terminated, and we granted his refund

[redacted] Per the contract, [redacted] must provide to us written proof of her new address - such as a utility bill or a driver's license We can then determine if there is a CLUB within milesShould there be a club within miles, her membership will then be transferred to that club in accordance to her agreementIf there is no club within the miles of her new address, we can then charge her a $ [redacted] fee and terminate her agreement Thank you, Anytime Fitness Club Manager

[redacted] signed up for our PPC advertising service on April 17th PPC advertising displays ads in the paid area of [redacted] 's search results The service does not include any service to show a website in the organic search results Any change in the [redacted] ranking would be completely unrelated to the service purchased During the campaign weekly reports were emailed explaining how the service was performing Attached is a complete report showing the lifetime of the campaign The product asked to target was confirmed and no traffic was delivered from unrelated phrases [redacted] 's account manager was out of the office on vacation during the last week of June resulting in his direct unavailability During this time all emails and phone calls were replied by other members of the team A full refund for the final month was provided prior to receiving this complaint A manager called and emailed [redacted] on Friday to confirm the refund had been processed [redacted] asked for the refund to be expedited and as stated in the complaint, we explained the processing time is up to her banking institution

January 22, 2015Member was explained in detail of our cancellation process and was assisted throughout itAlthough several times member was not able to be reached due to no answer as well as their voice mail box being fullMember did not provide us with an email to contact her atOur contact information is available online as well as repeatedly given to the memberMember claims that we provided information, but upon further examination the member had misspelled the name of our city wrong in their email to usWe never received her email due to the misspelling, but on 01/21/we were able to correct her spelling for our email addressThey once again forwarded the past email to us which displayed the error causedAttached is a copy to verify the previous spelling of the address that the email was sent toWe continued forward with assisting the member and had waived $in late fees as well as rolled her back past due balance to assist her on a days notice based on the email that was incorrectly sentWe provided assistance above and beyond what was to be expected and provided plenty of exemptions for the member but they chose not to complyMember 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 providedListed here are our list of verified documents that must be provided: You must provide sufficient proof that you are movingPlease send in one of the following: New lease agreement in the member’s name signed by member and lessorNew utility hook up or utility bill in member’s nameNewly issued driver’s licenseCopy of a one way international plane ticket with a copy of a visa or green cardPCS orders (boot camp and basic training not accepted)Letter from new employer (must be on letterhead), along with a copy of a pay stubClosing papers on a purchase of a new homeStudents—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 statementCurrent major credit card statementPost office change of address confirmation letterday written notice of cancellationYou are still responsible for any payments that fall within the day period from the date [redacted] , Increceives the sufficient proof of movePayments 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/These documents did not provide proper proof of move, but we continued to assist the member as they were verbally upsetAttached is also a copy of the members right to cancel which is right above where the member had signedWe are as transparent as possible and do not hide any information from our membersMembers are not required to sign a contracted term and offered a month-to-month term option which member did not chooseAlso attached is a copy of our call log to the member in the month of JanuaryMany attempts have been made to assist the member in cancelling their agreement, but the member has chosen not to agree to termsMember has chosen to continue to threaten us which is not acceptableIf member wishes to continue with their cancellation they may contact [redacted] at ###-###-#### and by providing written notice to [redacted] Sherwood, AR

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

From: Scott [redacted] Date: June 3, at 5:01:PM EDTTo: Andrew [redacted] Subject: Complaint [redacted] I did some research with our staff and our billing companyI 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 $This was one months payment as agreed , with the addition of a $club enhancement fee that is charged to all members in DecemberThe club enhancement fee is charged to all members regardless of the type of membership they have purchasedNo further charges were taken due to the billing discrepancy [redacted] sent us multiple emails indicating three different scenarios regarding his membershipHe 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 freezeOur club staff called him and attempted to update his billing information also indicating he needed to stop in and fill out a cancellation formOur policy is to attach any correspondence,including certified mail and cancellation forms,as well as any freeze forms to the members contractOur records do not show any such forms being processedIt is possible the mail was sent to the wrong locationWe are researching with the post office in an attempt to verify.It is clear to us that [redacted] does not wish to continue his membershipWe do not have a valid credit card on file therefore it is impossible for us to bill him any furtherI have instructed our operations manager to contact the credit agency and remove him from collectionsWe will cancel his membership immediately with no further chargesWe will continue to look for evidence of the cancellation and attach it to his fileIf [redacted] could stop by the club at some point we could have him sign a form which is our standard cancellation policyAs 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***Anytime Fitness

From: Steven K [redacted] Date: Mon, Oct 6, at 11:AMSubject: [redacted] To: [redacted] < [redacted] > Good Morning, [redacted] This is Steven K [redacted] from Anytime Fitness in [redacted] I am just letting you know I am trying to resolve the issue with [redacted] I have tried contacting her multiple times and left two messages but I haven't heard anything backAs soon as I work everything out I will let you knowThank you

[redacted] requested an immediate cancellation knowing that there is a 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 $ 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 immediatelySo 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 days Again, she requested that her membership be cancelled immediately and I then immediately contacted abc financial to cancel her membership per her requestI 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,

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 representativeThe cost of the plan was $and this amount is billed monthly.From reviewing the phone calls, it would appear this is a case of mismatched expectationsThe product purchased is a long-term solution and would take time and funding to accomplish resultsIn 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, in order to cancel this serviceWe have canceled the service and issued a full refund of $back to the customer on the same dayWe apologize for the misunderstanding and will be looking into ways to prevent situations like this from happening againAs a gesture of goodwill, we have also provided the customer with one month of hosting credit to his Homestead account, worth $

From: [redacted] Sent: Tuesday, April 04, 8:PMTo [redacted] Subject: ID [redacted] To whom it may concern,This member has signed up for a term length membership that once complete it moves into a open end membership at the same rateDuring this time the facility only request a day notice to cancel without termination costThis process was reviewed with the member during signups and initials were received stating the terms are understoodOur continued out reach is to assist the memberWe have taken this information as a notice of cancelation and have set the account to cancel without anything due.Nathan M.Area ManagerAnytime Fitness of Ohio [redacted]

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 [redacted] 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 [redacted] he receives no reimbursement and those members clog up his gymTherefore he wanted me to pay a membership fee along with my [redacted] fee to maintain my membership at his gymAlthough I was told today by the customer service representative that is another gym mem

We stand to our original responseIt is our policy and in our contract that we require days written noticeIf a payment lands with in those days we do have to take that last payment but will extend the days for the month that was paid forI apologize to her that this inconvenient however as I stated in the last response her membership will officially be cancelled as of March 10th and no further payment will be taken

I am rejecting this response because: I find it interesting that he says they clean fans every months as when I brought this issue to him, he said they clean them in the summer unless it's brought to their attention that they are dirtyI do not like being called a liarEspecially now that a complaint was made and miraculously things are being cleaned more oftenAlso, every gym I've been to has signs (for instance the local YMCA) that ask people to limit the use of perfumes and colognesYou can stop by and see for yourselfIm not asking for much, just common courtesy to post a sign asking others to be respectfulI'm not sure when his response was made, but the machine has still not been deliveredAlso, when I made my complaint to the Revdex.com, our yearly fees suddenly went from yearly to bi-yearlyOver the past couple weeks I decided to return to the facility as I can only workout on my lunch at work and this is a block a way, no other local gyms; but there have been multiple machines "out of order"I want to be able to workout without issues and again, am not asking for muchThe least someone can do when they take your money monthly is try to help you out in every way possible

To Whom it May Concern, On 3/the member called and said that he had just noticed he had been charged wrongfully for the past yearThe member said that he had called and canceled over the phoneAs it is our company policy to fill out cancelation paperwork, my first reaction was to determine if he had filled out said paperworkHe said he had not come into our business and turned in the paperworkI also found his original agreement that he had signed and no cancelation paperwork was with itThe top of his original agreement that he signed says "days written notice to cancel"Since he did not come in and give us written notice we couldn't cancel a membershipThere is never a time where a member can call and cancel over the phoneThough I feel bad about the situation, in order to be compliant with our franchise we must follow certain guidelinesThanks,Quinn M***

Anytime Fitness [redacted] RevDex.com 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220November 15, 2017Dear [redacted] This letter is in response to a complaint submitted on 11/9/17 with an ID of [redacted] .The customer in question did come into the... office with the intent of cancelling her membership. Her stated reason was that she moved. Per her report, the club is not convenient to her place of residence or work, and that because of the distance, she does not have time to use the club. We mapped out the distance of her new address, and found that her new residence was within the radius on her initial agreement, making the member ineligible to cancel within the term of the original agreement.At the time, we discussed the option of transferring her membership to another individual (friend, family member.) This is an option that we offer when a member is ineligible to terminate the membership agreement early. We also gave the option of transferring to a new dub, which is opening soon and is actually closer to the member's new residence. Again, though, the member still lives within the assigned radius of her agreement for the original club. Of note, the member appeared disappointed, but not upset, when she left the office.We received an email from Corporate regarding the member reaching out to them. Corporate let us know that the member told them that she could not afford her membership. It was explained to Corporate that the option to transfer the agreement was given to the member, given that inconvenience and time were the reasons given to want to terminate the agreement early. We did tell Corporate that in times of financial hardship, we are willing to freeze a membership for one month, in order to give the member time to catch up, financially. Generally, when we freeze for financial hardship, we ask that the member come back in a month to discuss the financial situation again, to try to get back on track with the membership agreement. If necessary, we continue a billing freeze for financial hardship up to 3 months. The expectation is that the member communicate with us through the process, as the agreement continues to ultimately be their financial responsibility. This practice is above and beyond corporate guidelines for handling member agreements.We called the member in question and left a voice mail regarding her second option. We did not hear back from her.All of our memberships are presented as one year agreements or two year agreements. This is discussed at length with each member when they sign up for the membership. Our price presentation is detailed and clear. Our membership cancellation policy is clearly written on our agreements. Memberships can be cancelled early, due to documented medical or relocation reasons. We always try to work with members for the best solution. In this case, early cancellation is not an option. There are several other options which may help this member.Sandra [redacted] M***Anytime Fitness