Around the clock Health & Fitness

I signed up for a new monthly membership June 5th with the understanding that the steam room was in good working order. I need this therapy for my lungs as I have been diagnosed with pulmonary fibrosis. Since then, the steam room has been in working order a total of 4 times. I called to discontinue my membership and was informed that I would have to pay another month ( a 30 day advance is required) and a cancellation fee, for a total of over $100.00 for a month. Needless to say, I will not be going back and will strongly recommend anyone else to check out other gyms with newer equipment that works and lower monthly dues.

Dear Sir/Madam,With reference to your letter dated 6/16/2015 regarding the above ID customer, our policy for our gymmembership cancellation does require the member to come in and fill out a form. This was instituted sothat we can verify the identity of the person requesting the...

cancellation. This also helps us to ensure thesecurity of the member’s information. After we receive the written request, we usually cancel themembership the same day. However, when we received this customer’s written cancellation requestdated late May, the employee responsible for this process was on vacation for 2 weeks and thecustomer’s credit card was inadvertently charged for one more month on June 15th, 2015 (the 15th of themonth is the processing time for all our membership fees). We have since made a change to this processto ensure that the cancellation request from a customer is implemented in our system the same day inthe presence of the customer while they wait.In the meanwhile, we have honored this customer’s original phone call date of February as his formalrequest for cancellation and have refunded $150 to him on 6/28/15.Please let us know if you have any questions.Thanking you,[redacted]Finance Manager

Review: I signed up for a monthly membership with no time committment. In February I was laid off from my job and called the company to ask to cancel my $30/month membership. After leaving several messages over a week or so timeframe they told me I had to stop in to sign a form. I attempted to go in several times and there was never an employee there to assist me. You gain entrance into the gym via swiping a card. I typed a letter and signed it and left it under the office door two months ago, however they continue to deduct money from my account. I do not know how to resolve the issue. In all honesty the gym is dirty, the roof over the door is falling down and I have been trying to cancel my membership for five months now. What can be done?Desired Settlement: I want all future membership fees cancelled and I want refunded for the past five months ($150) that I have been diligently attempting to cancel.

Business

Response:

Dear Sir/Madam,With reference to your letter dated 6/16/2015 regarding the above ID customer, our policy for our gymmembership cancellation does require the member to come in and fill out a form. This was instituted sothat we can verify the identity of the person requesting the cancellation. This also helps us to ensure thesecurity of the member’s information. After we receive the written request, we usually cancel themembership the same day. However, when we received this customer’s written cancellation requestdated late May, the employee responsible for this process was on vacation for 2 weeks and thecustomer’s credit card was inadvertently charged for one more month on June 15th, 2015 (the 15th of themonth is the processing time for all our membership fees). We have since made a change to this processto ensure that the cancellation request from a customer is implemented in our system the same day inthe presence of the customer while they wait.In the meanwhile, we have honored this customer’s original phone call date of February as his formalrequest for cancellation and have refunded $150 to him on 6/28/15.Please let us know if you have any questions.Thanking you,[redacted]Finance Manager