Aquatic & Fitness Center

July 20, Dear [redacted] ***: Thank you for the opportunity to respond to complaint ID [redacted] filed by [redacted] I left you a message earlier today about the notice we received dated 7/13/The notice states "we already attempted to contact you via e-mail or mail", but did not receive a responseI would like to clarify this is the first notice we received by mail and do not have record of a notice sent via emailThank you again for the second notice and the opportunity to respond [redacted] states in his complaint he came into the club to cancel for the purpose of relocationOur systems notes support otherwise stating [redacted] froze the membership for the period 9/1/through 2/28/15, in which he was explained freeze time would not count toward the month contract term and three months would remain, after completion of the freeze, in order to fulfill the contractIn addition, the reason for the freeze, as indicated on the attached form, states, "charge freeze rate for return month, may unfreeze — unsure of return." This form dated 8/5/lists [redacted] 's address as Philadelphia.In speaking with [redacted] , I discussed the paperwork available to him in August when he completed the formHe did not have the paperwork to support a new permanent residence in accordance with the terms of the membership agreement[redacted] returned to the club on 06/23/and completed cancellation paperwork with a Landisville address and reason for cancellation was relocationThe last bill date of 7/1/was processed and paid, then [redacted] disputed the charges with his bankThe funds were removed from our account, leaving an outstanding balance in the amount of $In an effort to resolve the matter with [redacted] , contacted him with the information above and offered to adjust the balance of $to $and make the cancellation effective immediatelyI apologized for the confusion, but was not able to offer an additional refund as the system notes do not support [redacted] was misinformedUpon receipt of the acceptance of this offer, we will adjust the account accordinglyThank you for your assistance in resolving this matterSincerely, Christina G [redacted] Senior Vice President, AquaHab LP ###-###-####

July 20, 2015
Dear [redacted]:
font-family: arial, sans-serif;">Thank you for the opportunity to respond to complaint ID [redacted] filed by [redacted]. I left you a message earlier today about the notice we received dated 7/13/15. The notice states "we already attempted to contact you via e-mail or mail", but did not receive a response. I would like to clarify this is the first notice we received by mail and do not have record of a notice sent via email. Thank you again for the second notice and the opportunity to respond.
[redacted] states in his complaint he came into the club to cancel for the purpose of relocation. Our systems notes support otherwise stating [redacted] froze the membership for the period 9/1/14 through 2/28/15, in which he was explained freeze time would not count toward the 12 month contract term and three months would remain, after completion of the freeze, in order to fulfill the contract. In addition, the reason for the freeze, as indicated on the attached form, states, "charge freeze rate for return month, may unfreeze — unsure of return." This form dated 8/5/14 lists [redacted]'s address as Philadelphia.In speaking with [redacted], I discussed the paperwork available to him in August when he completed the form. He did not have the paperwork to support a new permanent residence in accordance with the terms of the membership agreement.[redacted] returned to the club on 06/23/15 and completed cancellation paperwork with a Landisville address and reason for cancellation was relocation. The last bill date of 7/1/15 was processed and paid, then [redacted] disputed the charges with his bank. The funds were removed from our account, leaving an outstanding balance in the amount of $98.00.
In an effort to resolve the matter with [redacted], contacted him with the information above and offered to adjust the balance of $98.00 to $0.00 and make the cancellation effective immediately. I apologized for the confusion, but was not able to offer an additional refund as the system notes do not support [redacted] was misinformed. Upon receipt of the acceptance of this offer, we will adjust the account accordingly.
Thank you for your assistance in resolving this matter.
Sincerely,
 
Christina G[redacted]
Senior Vice President, AquaHab LP
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