Artisan General Contractors

The client claimed that she was promised a refund but we do not do refunds on personal trainingWe tried to correct the situation and get her with another trainer, however she declined that optionWe are more than willing do offer her service for the sessions that she paid for and do what we can to make her happy

This member signed up for training on October 12th After her initial session, her personal trainer was obligated to miss work due to being hospitalized with an illnessThis member, (along with all of the trainers other clients) was contacted and given the option to train with another trainer in the meantime The contract that was read and signed by the member clearly states that the total amount of the service is broken up into two separate charges, however both of those charges add up to the original total that was initially agreed upon During her first month of service there was a club error that lead to the member being charged less than she originally signed up forDue to the fact that this was a club error, we did not hold her responsible Following the first month, the correction was made to her service that would now charge her the exact amount that she signed the contract for Management explained what had happened with her both on the phone and in personFollowing his medical leave (week), her trainer was clocked in each night that she was scheduled for Most of her training sessions were completed, unless the member did not attend without cancelingIf at any time, one of her training sessions would start late, the trainer would still honor the full time session by training over her original scheduleThis did not happen often On 1/4/her trainer was clocked in and did not have a client prior to her session that would have caused him to run late This member checked into the gym at 6:02pm on 1/4/when her session was due to being at 6:00pm During that session (her last session of the service) the trainer had gone out of his way to provide her with workouts that she can perform on her own This member filed a financial complaint to the [redacted] who has since been replaced Once our new [redacted] (hired the last week of December) was informed of this matter, he took immediate action and contacted corporate to issue her a refund checkThe check request was sent out on Jan7th Our corporate office has received the request and has sent this member a refund check

FYI: this member was cancelled with nothing further due Thanks

We apologize for your frustrations and are sorry to hear of your painAll of our trainers are certified and work hard to get their clients resultsUnfortunately, we have looked into your account and noticed all but for sessions were usedThe remaining were applied to your membership duesWe see you are still an active member and using it mostly every day which we are excited aboutFor further assistance please email [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 HOWEVER, I wish the business to contract me at ###-###-####I have to change my payment information Sincerely, [redacted]

To maintain good customer relations, we have cancelled this member & refunded the enhancement fee

My name is [redacted] ***r and I am the General Manager of the Orange Location I am the staff member who cancelled her membershipThis situation actually begins the previous Friday [redacted] had brought a friend in here named B [redacted] for our Free Friends Friday promotion While they were here they were observed as potentially training people on the gym floor Nothing was said to them that day but we did find out that [redacted] and her friend [redacted] who she brought in here have or are affiliated with a personal training studio not far from our Orange location When we found out officially that they were trainers and there were already suspicions of them training on our gym floor we knew that something needed to be said next time they came in All of the following is on film if a reference is needed When [redacted] came in on the Friday morning mentioned in the complaint I approached him and pulled him to one of our sales desks and started telling him about our policy of training people in our gym I used examples such as if he would allow people to train other people in his facility and he agreed he would not I described what we look for and gave him a very detailed explanations of our policies While I was speaking with [redacted] came over by our desk and became agitated and started raising her voice which could have caused a disturbance in the whole gymI brought them both into the office to have a more detailed discussion for both of them to understand what our policies are and how it is unacceptable for them to workout with people and give trainer instruction to each other or people they are withThey eventually agreed to what we were talking about and I let them go workout for the day They went over to our turf area and while I thought, and was told they were working out together eventually other people came into the area and started watching what they were setting up [redacted] was pulling typical gym training equipment out of his bag such as an agility ladder, battle ropes and cones and a slam ballHe was obviously setting up a circuit and was starting to instruct the people that were coming over on what their workout was going to be This is done before any workout in a gym class/training settingThis was obviously training and fell under the description of training I had given to them They became very angry and one of the people over there began speaking to me as wellEventually the other members in the area dispersedI asked [redacted] and [redacted] to leave the gym and [redacted] started a phone video of other people working out together in an attempt to show others were working out together as well I interviewed anyone she videoed with her phone after the incidents and have their names and numbersThey are both members of our and witnessed everythingThey would be willing to give testimonial for the days activities and all of this is on camera After she was video taping and was asked to leave the gym [redacted] sat on the ball in the middle of the turf because he wouldn't be escorted out of the club [redacted] wasn't a member with us but [redacted] was and this is why her membership was cancelled and will not be refunded in any way She has a copy of the cancelled agreement that clearly states management can discontinue a membership for any reasonThey were given fair notice, disobeyed that notice, created a scene where we have witnesses to corroborate this and gave testimony in the complaint above by not describing the other incidents that surrounded this situation and they said they were doing what other members were doing which if you watch the camera they were doing something very very different from other members

Sammy,We looked into the notes from [redacted] regarding your cancellation attempts We are unable to decipher what documentation you submitted for the cancellation, however, we show that you have made attempts and in good faith we are cancelling your membership effective immediately with nothing further due I apologize for the inconvenience and hope that you if you are ever in the area again, you do choose to join our health clubIn Good Health, The Edge

I apologize for her frustrationI looked into the account and she first contacted [redacted] Financial 6/5/regarding cancellationShe is responsible for any payment that falls within those daysWe weren't able to charge her account for her June oayment until 7/21/She was never charged any late feesIf she has any questions she can contact me at [redacted] Her account is now cancelled with no further due

I spoke with all parties involved - [redacted] and Brendan Vi [redacted] *employee)I have attached a copy of [redacted] training agreement that states day cancel for training which is signed by memberAfter reviewing recent billing with ***, she was not charged $as she stated but was charged $Matter has been resolved with member by accepting her cancellation with nothing further due

Complaint: [redacted] I am rejecting this response because:when the representative sat with me to go over the contract and the training program he failed to shared that information with meHad he communicated that I would have never signed upI don't have the money to cover a second month why would I put my self in a position to not be able to pay? I did cancel for future months but I don't have the money to pay for a second month that's why I told him face to face that I'm just trying this out that I ONLY want one month why didn't he correct me and at that moment tell me that is a month commitment This is is so unfair it's not a confusion how you are making it look Sincerely, [redacted]

Club manager met with member to review complaint and they have resolved the issues.Her schedule was reviewed It was determined that she and the trainer both cancelled sessions.Member did not show up for of her sessions without cancelling them within the hour time frame required by the signed agreement in placeThe club will give her complimentary sessions to compensate for themMember only wanted training for months but did not fill out required paperwork to cancel her recurring serviceThe automatic withdrawal for her third month of training has been refunded to her account

To Whom It May Concern, The member signed an agreement that states they are responsible for any payments that fall within days of their cancellation

To Whom It May Concern:Per the terms of our agreement, a written day notice is required for cancellation

Brian, we apologize for this happening and I am glad I got to help you and ensure you this won't happen again

Personal training was bought by the client, paper work was done and clearly explainedLater during the week the client wanted to cancel the training service, paper work was filled outTypically there is one more bill, however we did the client a favor and did not hold them to itThe client now wants us to refund all of their money back for something that they signed up for

Complaint: [redacted] I am rejecting this response because:The statement from the Edge is not accurateI was never contacted by the gym about the trainer missing due to illnessI went to the gym for my first session and had to leave because he was not thereI was informed that night - when I was at the gym, that he would not be in that nightThe next week I went to train with him and again he was not there, I ended up training with another trainer but this was not something previously set up with me or that I was made aware ofI have no phone records of being contacted or emails from The Edge where they communicated any of thisSo that was weeks, not oneI understand it was medical leave and not something he could have avoided, but the gym should have called and cancelled the training or let me know it would be rescheduled/done with another trainer instead of waiting for me to show up only to tell me to go home (first time) and to train with alternate (2nd time)Also, if my trainer did not have a client before me, and waited only less than minutes before going into the office and not coming back out until 6:05, he was minutes later than I was, again, resulting in a loss of 17% for that day- just for one exampleI paid close attention to this due to the many mishaps in billing and lack of transparency I've been experiencing from this facilityNext, I never received the promised nutrition part of the personal training programMy trainer repeatedly said that he was "working on it" or "I'd get it next week" From October to January I did not receive anything regarding nutrition, a critical part of health and wellness to pair with exerciseI first filed my complaint the day I realized my card was overchargedThis was December 14th, I have called several times since and been told time and again that a check has been mailed outThe 4th, and most recent time a [redacted] told me a check was mailed out (Julio) was on last Tuesday, January 12th, It is now January 19th, - a full days pastI have even spoken to workers in the post office and they told me that it does not take that long for a piece of mail to get from [redacted] Additionally, Julio, a manager from Milford, gave me the number for the corporate officeHe told me the hours were 9am-5pm M-FI have called this office several days during the week, during their hours, and have not gotten through to a single personI have left messages on the following lines: customer service, personal training, payroll and benefits, and any other extension that the phone menu allows me to get toI have been leaving messages for about a week now and none have been returnedI called Milford and spoke with Julio at the Edge to ask for a direct contact line with someone who could give me an honest explanation of where my check isThis is not a refund for something I changed my mind onThis is not a refund for sessions I didn't call and cancel for, this is a refund for a mistake made by The Edge, for a month of disputing with them, my bank, corporate office, and now Revdex.comThis is a refund for not honoring the contractI am asking for a full refund of my final month - $ Sincerely, [redacted] ***

I do apologize for the misunderstandingLooking back I do see that my sales manager Morgan cleared [redacted] 's account from collections and collected the final paymentIt should have been cancelled and removed from our system so there may have been confusion during the process [redacted] will no longer receive emails or calls about her account from The Edge Fitness ClubsI am personally making sure her account is cancelled and cleared of any debtWe will compose an official letter stating this and have it sent to [redacted] .Thank you

From: [redacted] Sent: Monday, February 05, 10:AM To: [redacted] Subject: Re: [redacted] Good Morning, Thank you for responding to my call made on 2/2/I have received and read the response from the business in regards to the complaint I madeI however accept the refund Regards, [redacted]

We apologize for this happening and I am glad I was able to helpWe have removed all information from our system to ensure this doesn't happen againWe also contacted our billing company to make sure membership was cancelled out with no futher due