Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is something I very hesistantly agree to trying to obtain for them to feel is appropriate for termination. I am trying to get my doctor to use the "verbiage" that is requested. It can take up to week for their response.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/12/24) */
Ms. [redacted] was advised she needed to give a 60-day written notice to cancel. She was not told to wait two months. Beyond that, I understand what her initial intent was and I have canceled the account. There are nor further payments dues. I...
have also sent a letter confirming the cancellation.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though I do not agree with what they stated in their response, I do believe they have people working for them that are not representing the company well.
Initial Business Response /[redacted]/
ASF Payment Solutions was advised by Soulcraft Brazilian Jiu Jitsu on 6/23/15 to cancel Ms. [redacted]'s membership. ASF Payment Solutions is not involved in the cancel process. If Ms. [redacted] feels she should be refunded any funds, she would...
need to discuss that with Soulcraft Brazilian Jiu Jitsu.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
ASF fraudulently charged me $130 on 5/25/15, after charging me the same amount on 5/22/15. Even if, as they claim, the account was not canceled, they still stole an extra payment.
Final Consumer Response /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] did not authorize the 5/25/15 payment that ADD decided to help themselves to. I was billed the 22nd of every month. ADD charged me both the 22nd and the 25th.
Final Business Response /[redacted]/
We have done all that we can. Ms. [redacted] needs to refer locally for any refund she believes she is due.
We have been working with Mr. [redacted] for a couple weeks regarding his cancellation request. We were able to get Mr. [redacted] an extension on his September 1st due date so that he could get a copy of his USPS change of address confirmation to us. We did receive the Post Office confirmation...
and his membership will be canceled as soon as the cancellation fee is paid. That payment is set to auto-withdraw this week.
Complaint: [redacted]
I am rejecting this response because:Please see the prior message. I am not contradicting what is in the contract. Merely stating it was not available to me b/c it was digital, and I was not given a copy or access to it. Therefore, I had to rely on what was in front of me. #1 was the email from ASF Solutions for membership renewal. ASF solutions now admit they do more than "strictly financial" services for [redacted]. Therefore, if members do not have access to their digital contract & they received an email for renewal, it is safe to say the customer will think it is from the gym. #2 if the gym website lists ASF solutions contact information for membership inquiries, it is safe to say, customers will contact ASF solutions for membership issues. That was what I did when ASF Solutions stated they could not stop my "automatic renewal". That was were my confusion lies & why I was felt I was sent running in circles. Finally, it makes no reasonable sense to require members to write a letter declaring they do not want to automatically renew a membership when they paid cash for one year. If I wanted to automatically renew my membership, I would have gone "month to month". I do not think your issue is with the customer, as mine is not w/ASF solutions (although Mr. Wempen could use a customer service refresher). It is your agreement with [redacted] customer service, and the content on their website. [redacted] was notified about the same issues, but not to this extent b/c my schedule is unpredictable and I did not have the time to respond to them within the allotted period the Revdex.com allows. Please share w/them.
Sincerely,
[redacted]
We are sorry to hear of the negative experience Mr. [redacted] has had with our company when trying to cancel his membership. Mr. [redacted] first contacted us in October regarding cancelling his membership due to his move and per his agreement, he was advised what documents and fees were needed in...
order to cancel his membership. We have had several conversations with Mr. [redacted] about his request to cancel since then and we were able to receive the proper proof of his move from Mr. [redacted] on December 28th. On January 4, 2018, Mr. [redacted] paid the cancellation fee and his account was immediately canceled with no further obligation.
Complaint: [redacted]
I am rejecting this response because: While AFS says they have refunded $18 and $29, I have only received the $18, which was credited to my bank account. I would also like a full accounting of the $120 I was forced to pay to AFS. If the $29 and $18 is refunded to me, that leaves a balance of $73: if my monthly fee was $29, and I owed only 2 months (November and December according to AFS), that is only $58. What is the other $15 for? Late fees on a bill that they did not call me or mail me any bill? This is totally unfair. And, as I said, I have not received the $29 they say they refunded to me. And I do not feel I should have to pay the December fee in the first place, as they did not notify me of owing December in any other manner than email.
Sincerely,
[redacted]
We have spoken to Ms. [redacted] and have resolved her complaint. Ms. [redacted] paid the buyout amount and her martial arts contract has been canceled.
Initial Business Response /* (1000, 7, 2015/08/19) */
Mr. [redacted] called ASF Payment Solutions on 6/16/15 inquiring about canceling the membership to [redacted]. At that time, he was informed that he needed to provide a 30-day written request to cancel, a $50 cancel fee and...
all payments that fall within the 30-day notice are due and payable. Mr. [redacted] disputed the cancel fee and that is what we told him we would look into. However, that did not mean he didn't have to send the written request to cancel. When looking into the cancel fee issue for Mr. [redacted], we were informed by [redacted] ATA to refer the [redacted]'s to the facility to discuss that with them. Mr. [redacted] did not send his written request to cancel until 8/6/15. Because of the 30-day written notice requirement, that means that his 7/25 and 8/25 payments are due and payable before we can finalize the cancellation. This is not our decision, this is all based on the cancel terms within the [redacted]'s agreement.
We can absolutely help Ms. [redacted] with her freeze request. However, the account has to be paid current before a membership can be put on freeze. She was not current at the time she requested the freeze. We do not have record of her ever asking for a due date change to the 16th of each...
month. If she had requested that at any time we would have processed that request right away.
Complaint: [redacted]
I am rejecting this response because:I have been waiting for a copy of this contact for a month and I haven't received anything. I'd like a full refund of $150.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/02) */
Per Mr. [redacted]'s request, ASF Payment Solutions will no longer be contacting them regarding Mile High Karate.
[redacted] is not the member and cannot cancel per her present medical condition. The "cancel per medical" clause applies to the person who is utilizing the membership. If this is a situation that, because of [redacted]'s medical condition, that she cannot get her child to the lessons, I would suggest...
she look into putting the membership on hold until the membership can be utilized. Other than that, we are not in any position to cancel the membership because the "student" is not disabled.
We attempted to contact Ms. [redacted] with the information she provided to [redacted] when she signed up. If her address and/or phone numbers changed, it would have been her responsibility to update any new information with [redacted] or ASF Payment Solutions. When Ms. [redacted]...
called us to request cancellation of the membership, she was advised of the cancel requirements. A 30-day written request was required along with the account remaining current. Ms. [redacted] provided the written request but has not paid the membership current. Once the October and November payments are paid, we can finalize her cancel request.
Initial Business Response /* (1000, 6, 2015/12/07) */
We have advised Mr. & Mrs. [redacted] the appropriate procedures to cancel per medical disability. They refuse to follow the cancel procedures and simply expect ASF Payment Solutions to cancel a contract without providing any proof. The terms...
and conditions of the agreement dictate what needs to happen in order to cancel. We also offered the [redacted]'s a buyout of their agreements, per the terms and conditions. They refused that option as well. Also, I did listen to the conversation that the [redacted]'s had with my employee Mr. [redacted] At no time did he say that he is here to make them pay. He also did not state that he found it offensive that they would seek to cancel. Mr. [redacted] did express that he was offended when Mrs. [redacted] continued to tell him he didn't have any common sense.
I would strongly urge Mr. & Mrs. [redacted] to review the membership agreements they have with [redacted] and follow the cancellation terms in order to cancel their memberships.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As ASF has strongly urged in their response, we have discussed our situation with [redacted] as they are the actual provider of the services contracted. [redacted] is fully understanding of our situation and has agreed to terminate our contract with them. ASF is a service provider to [redacted] and not a principal (financial guarantor, lending entity) to the customer - vendor relationship. Further, ASF representatives stated that under our circumstances, we would need to submit medical information for each family member receiving services from [redacted] indicating a 100% disabled rating of which they would not be qualified to receive under HIPPA regulations.
Ms. [redacted]'s cancellation was finalized on August 3, 2016 and a refund of the August dues was issued on August 4, 2016. The membership is now officially canceled.
Initial Business Response /* (1000, 5, 2015/06/09) */
Ms. [redacted] did call ASF Payment Solutions on 4/20/15. She did state she had canceled with Optimal Sport Health Club and we asked if she had proof, of which she did not. We then informed her that we facilitate the cancel process for the gym. ...
She was informed that a 30-day written notice requesting cancel was required along with paying all payments that were due within that 30-day period, which included the May payment. Ms. [redacted] informed our representative that she will not be paying May, at which time, she was informed that if May was not paid the membership would remain active. Ms. [redacted] stated she was still only going to send the request to cancel and not pay May. Also, at no time was there an offer to waive any fees for Ms. [redacted] during that conversation. I can waive the $9.00 late charge and the $29.00 return item fee, but Ms. [redacted] needs to pay the May payment before we can cancel the membership.
The information we have been asking for is not a HIPPA violation because we are not asking for the actual diagnoses. The agreement requires that a "permanent disablity" must occur in order to cancel. We were simply asking [redacted] if she could get a letter from the physician stating that her son...
was "permanently disabled". After reviewing the documentation, I have decided to cancel the membership at this time.
Complaint: [redacted]
I am rejecting this response because: Deceitful business practices by [redacted].The facility may be ~4 miles away from the old one, but it takes 30 more minutes to get there. That is an hour of my time stolen every time I go to the gym.And with no notice whatsoever? Terrible. I will work with [redacted] to get this cancelled. Expect to continue to hear from me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is something I very hesistantly agree to trying to obtain for them to feel is appropriate for termination. I am trying to get my doctor to use the "verbiage" that is requested. It can take up to week for their response.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/12/24) */
Ms. [redacted] was advised she needed to give a 60-day written notice to cancel. She was not told to wait two months. Beyond that, I understand what her initial intent was and I have canceled the account. There are nor further payments dues. I...
have also sent a letter confirming the cancellation.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though I do not agree with what they stated in their response, I do believe they have people working for them that are not representing the company well.
Initial Business Response /[redacted]/
ASF Payment Solutions was advised by Soulcraft Brazilian Jiu Jitsu on 6/23/15 to cancel Ms. [redacted]'s membership. ASF Payment Solutions is not involved in the cancel process. If Ms. [redacted] feels she should be refunded any funds, she would...
need to discuss that with Soulcraft Brazilian Jiu Jitsu.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
ASF fraudulently charged me $130 on 5/25/15, after charging me the same amount on 5/22/15. Even if, as they claim, the account was not canceled, they still stole an extra payment.
Final Consumer Response /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] did not authorize the 5/25/15 payment that ADD decided to help themselves to. I was billed the 22nd of every month. ADD charged me both the 22nd and the 25th.
Final Business Response /[redacted]/
We have done all that we can. Ms. [redacted] needs to refer locally for any refund she believes she is due.
We have been working with Mr. [redacted] for a couple weeks regarding his cancellation request. We were able to get Mr. [redacted] an extension on his September 1st due date so that he could get a copy of his USPS change of address confirmation to us. We did receive the Post Office confirmation...
and his membership will be canceled as soon as the cancellation fee is paid. That payment is set to auto-withdraw this week.
Complaint: [redacted]
I am rejecting this response because:Please see the prior message. I am not contradicting what is in the contract. Merely stating it was not available to me b/c it was digital, and I was not given a copy or access to it. Therefore, I had to rely on what was in front of me. #1 was the email from ASF Solutions for membership renewal. ASF solutions now admit they do more than "strictly financial" services for [redacted]. Therefore, if members do not have access to their digital contract & they received an email for renewal, it is safe to say the customer will think it is from the gym. #2 if the gym website lists ASF solutions contact information for membership inquiries, it is safe to say, customers will contact ASF solutions for membership issues. That was what I did when ASF Solutions stated they could not stop my "automatic renewal". That was were my confusion lies & why I was felt I was sent running in circles. Finally, it makes no reasonable sense to require members to write a letter declaring they do not want to automatically renew a membership when they paid cash for one year. If I wanted to automatically renew my membership, I would have gone "month to month". I do not think your issue is with the customer, as mine is not w/ASF solutions (although Mr. Wempen could use a customer service refresher). It is your agreement with [redacted] customer service, and the content on their website. [redacted] was notified about the same issues, but not to this extent b/c my schedule is unpredictable and I did not have the time to respond to them within the allotted period the Revdex.com allows. Please share w/them.
Sincerely,
[redacted]
We are sorry to hear of the negative experience Mr. [redacted] has had with our company when trying to cancel his membership. Mr. [redacted] first contacted us in October regarding cancelling his membership due to his move and per his agreement, he was advised what documents and fees were needed in...
order to cancel his membership. We have had several conversations with Mr. [redacted] about his request to cancel since then and we were able to receive the proper proof of his move from Mr. [redacted] on December 28th. On January 4, 2018, Mr. [redacted] paid the cancellation fee and his account was immediately canceled with no further obligation.
Complaint: [redacted]
I am rejecting this response because: While AFS says they have refunded $18 and $29, I have only received the $18, which was credited to my bank account. I would also like a full accounting of the $120 I was forced to pay to AFS. If the $29 and $18 is refunded to me, that leaves a balance of $73: if my monthly fee was $29, and I owed only 2 months (November and December according to AFS), that is only $58. What is the other $15 for? Late fees on a bill that they did not call me or mail me any bill? This is totally unfair. And, as I said, I have not received the $29 they say they refunded to me. And I do not feel I should have to pay the December fee in the first place, as they did not notify me of owing December in any other manner than email.
Sincerely,
[redacted]
We have spoken to Ms. [redacted] and have resolved her complaint. Ms. [redacted] paid the buyout amount and her martial arts contract has been canceled.
Initial Business Response /* (1000, 7, 2015/08/19) */
Mr. [redacted] called ASF Payment Solutions on 6/16/15 inquiring about canceling the membership to [redacted]. At that time, he was informed that he needed to provide a 30-day written request to cancel, a $50 cancel fee and...
all payments that fall within the 30-day notice are due and payable. Mr. [redacted] disputed the cancel fee and that is what we told him we would look into. However, that did not mean he didn't have to send the written request to cancel. When looking into the cancel fee issue for Mr. [redacted], we were informed by [redacted] ATA to refer the [redacted]'s to the facility to discuss that with them. Mr. [redacted] did not send his written request to cancel until 8/6/15. Because of the 30-day written notice requirement, that means that his 7/25 and 8/25 payments are due and payable before we can finalize the cancellation. This is not our decision, this is all based on the cancel terms within the [redacted]'s agreement.
We can absolutely help Ms. [redacted] with her freeze request. However, the account has to be paid current before a membership can be put on freeze. She was not current at the time she requested the freeze. We do not have record of her ever asking for a due date change to the 16th of each...
month. If she had requested that at any time we would have processed that request right away.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I have been waiting for a copy of this contact for a month and I haven't received anything. I'd like a full refund of $150.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/02) */
Per Mr. [redacted]'s request, ASF Payment Solutions will no longer be contacting them regarding Mile High Karate.
[redacted] is not the member and cannot cancel per her present medical condition. The "cancel per medical" clause applies to the person who is utilizing the membership. If this is a situation that, because of [redacted]'s medical condition, that she cannot get her child to the lessons, I would suggest...
she look into putting the membership on hold until the membership can be utilized. Other than that, we are not in any position to cancel the membership because the "student" is not disabled.
We attempted to contact Ms. [redacted] with the information she provided to [redacted] when she signed up. If her address and/or phone numbers changed, it would have been her responsibility to update any new information with [redacted] or ASF Payment Solutions. When Ms. [redacted]...
called us to request cancellation of the membership, she was advised of the cancel requirements. A 30-day written request was required along with the account remaining current. Ms. [redacted] provided the written request but has not paid the membership current. Once the October and November payments are paid, we can finalize her cancel request.
Initial Business Response /* (1000, 6, 2015/12/07) */
We have advised Mr. & Mrs. [redacted] the appropriate procedures to cancel per medical disability. They refuse to follow the cancel procedures and simply expect ASF Payment Solutions to cancel a contract without providing any proof. The terms...
and conditions of the agreement dictate what needs to happen in order to cancel. We also offered the [redacted]'s a buyout of their agreements, per the terms and conditions. They refused that option as well. Also, I did listen to the conversation that the [redacted]'s had with my employee Mr. [redacted] At no time did he say that he is here to make them pay. He also did not state that he found it offensive that they would seek to cancel. Mr. [redacted] did express that he was offended when Mrs. [redacted] continued to tell him he didn't have any common sense.
I would strongly urge Mr. & Mrs. [redacted] to review the membership agreements they have with [redacted] and follow the cancellation terms in order to cancel their memberships.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As ASF has strongly urged in their response, we have discussed our situation with [redacted] as they are the actual provider of the services contracted. [redacted] is fully understanding of our situation and has agreed to terminate our contract with them. ASF is a service provider to [redacted] and not a principal (financial guarantor, lending entity) to the customer - vendor relationship. Further, ASF representatives stated that under our circumstances, we would need to submit medical information for each family member receiving services from [redacted] indicating a 100% disabled rating of which they would not be qualified to receive under HIPPA regulations.
Ms. [redacted]'s cancellation was finalized on August 3, 2016 and a refund of the August dues was issued on August 4, 2016. The membership is now officially canceled.
Initial Business Response /* (1000, 5, 2015/06/09) */
Ms. [redacted] did call ASF Payment Solutions on 4/20/15. She did state she had canceled with Optimal Sport Health Club and we asked if she had proof, of which she did not. We then informed her that we facilitate the cancel process for the gym. ...
She was informed that a 30-day written notice requesting cancel was required along with paying all payments that were due within that 30-day period, which included the May payment. Ms. [redacted] informed our representative that she will not be paying May, at which time, she was informed that if May was not paid the membership would remain active. Ms. [redacted] stated she was still only going to send the request to cancel and not pay May. Also, at no time was there an offer to waive any fees for Ms. [redacted] during that conversation. I can waive the $9.00 late charge and the $29.00 return item fee, but Ms. [redacted] needs to pay the May payment before we can cancel the membership.
The information we have been asking for is not a HIPPA violation because we are not asking for the actual diagnoses. The agreement requires that a "permanent disablity" must occur in order to cancel. We were simply asking [redacted] if she could get a letter from the physician stating that her son...
was "permanently disabled". After reviewing the documentation, I have decided to cancel the membership at this time.
Complaint: [redacted]
I am rejecting this response because: Deceitful business practices by [redacted].The facility may be ~4 miles away from the old one, but it takes 30 more minutes to get there. That is an hour of my time stolen every time I go to the gym.And with no notice whatsoever? Terrible. I will work with [redacted] to get this cancelled. Expect to continue to hear from me.
Sincerely,
[redacted]