Aspen Athletic Club

I am writing to you regarding complaint ID #*** dated June 18, I reviewed *** ** ***'s statement of the problem and offer the following information: Aspen Athletic Clubs processes all paperwork from start to finish in writingThe purpose of this is to ensure all policies and
procedures are clear to the members and for all members' intentions to be clear to us*** *** and *** *** (her fiance) signed up under a membership with us at our Downtown location on November 13, All of the paperwork signed at time of enrollment clearly states our, cancellation policyAll cancellations are required in writingA copy of these documents is sent home with the members so that they have an opportunity to review and cancel within three days for a full refund if they so choose. *** cancelled her membership on February 13, We explained to her at that time that she could only cancel her membership and that *** needed to cancel his membership separatelyThe "We Change Lives" form she signed to cancel her membership specifically states that each person needs to fill out a separate cancellation requestWe would never allow another member to cancel someone else's membershipWe owe our members that level of protectionWe understand that our members are busy and may not have the opportunity to make it into the club to fill out a formThat is why we offer the option for our members to cancel through the mailIf *** no longer wants to pay for ***'s membership, she can make a written request to do so at any time, but we will not allow her to cancel ***'s membershipAll of this was explained to *** when she came into cancel her membershipWe will stop billing her *** per this written complaint; however, if *** wishes to cancel his membership and stop billing on his account, he must do so in writing as was agreed to at time of enrollmentIf *** is unable to come into one of our locations to fill out a form, he simply needs to mail in a letter requesting that we cancel his membershipWe are honoring what was agreed to at time of enrollment that cancellations be submitted in writingFeel free to contact me if you require anything furtherIn Health, Danielle YMember Services

I canceled service in writing in March As of June 30, they were still charging my credit card
I dropped off a cancelation notice in writing to thier front desk in March I was not under a contractual obligationThey did not cancel my membership until I followed up in late June and they refuse to refund the dues paid after my notificationIt was thier employee who made the mistake, yet they refuse to take responsibility for itI have asked to discuss this issue with someone in senior management but they have yet to contact me

Revdex.com spoke to Frank, General Manager, at business and the following was relayed: The last chefor the consumer was December 3rd, The next contact was May 1st letter was received to cancel, which was process on May 8th and the last bill was sent out on May 16thThere are no notes or check ins prior to that and nothing for January

I am writing to you regarding complaint ID #*** dated May
20, I reviewed *** *** ***'s statement of the problem and offer the following information: Aspen Athletic Clubs processes all account changes for our members in writing to prevent any miscommunicationWe use what we
refer to as an"EFT Change Form" to process updates and/or changes to our members' billing, name, phone, and address informationWhen *** signed up for a membership with us on May 13, 2014, she provided us with a *** for her automatic monthly paymentsOn October 13, 2014, *** filled out an "EFT Change Form" to update her billing information to a *** *** Bank checking accountA voided check was attached to the form, and the form was signedThat checking account information was entered into ***'s account as per her written request, and we have not gotten another written request to change or update her billing information since then. When *** contacted our Member Services Department, we informed her of what account information we had on file for her billing and explained that the last time we received an update was when she filled out the form on October 13, We asked her if she wanted to update her billing information to a different account, and she stated that she had already done soWe further explained that we have not received any request from her to change the billing information that we have on file and that we would be happy to make any changes necessaryWe referred *** to her bank to find out why they were charging her fees, as the billing information she provided us with was going through on our end without any problems, so the fees ware not being charged by AspenWe have taken all the steps necessary to update and change ***'s billing information by processing all requests she made to do so in writingWe did not charge her the fees she is referring to, so would need to get recovery of these fees from her bank. Aspen Athletic Clubs will not be issuing a refund for charges *** incurred from her bankFeel free to contact me if you require anything furtherIn Health, Danielle YMember Services Aspen Athletic Clubs

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
That account is incorrect.  As documented, my membership was cancelled when I emailed Aspen customer service to inquire further about the rules they claimed were being broken.  It was at that point I was told my membership was being cancelled because I emailed customer service, rather than going directly to management at the location.  I have this conversation with the personal training manager recorded if needed as I had informed Aspen I would be recording our interactions going forward when the false statements began.  I will be more than happy to provide if they continue to claim my membership was cancelled for any reason other than me asking for clarification of rules with their management.  Due to my membership being cancelled despite me following all posted policies and asking for those policies to be made more clear instead of ambiguous, the only acceptable resolution for me will be a refund of the fees I paid to setup my membership.
Regards,
[redacted]

Aspen Athletic Clubs has provided valid signatures and always stands by honesty and trustworthiness. We apologize for the way you feel towards our business and only want the best experience possible for our members and guests. As of today, Aspen Athletic Clubs is removing the $250.00 debt on your account in good faith. Regards, Taylor S. Aspen Athletic Clubs

I am writing to you regarding complaint ID# [redacted] submitted on June 4th, 2016. I reviewed [redacted]'s statement of the problem and offer the following information: [redacted] signed a couple contract with [redacted] on 08/19/13. [redacted] agreed to be responsible for the billing of both...

parties and provided his credit card for Aspen Athletic Club to collect monthly dues that would be owed. [redacted] did not fill out a cancellation notice at Aspen Athletic Club until 08/29/16. Aspen Athletic Club's policy 
states that every member must fill out a cancellation form or send a certified letter stating they would like to cancel to end their membership. If neither of those two options
are fulfilled, billing is automatically picked up and the members membership continues. Attached are [redacted]'s Membership Contract and New Member Checklist [redacted] signed Aspen Athletic Club's Membership Contract and New Member Checklist which clearly states"If I wlsh to cancel, I understand it will take 60 days to stop my membership. I also understand that I need to cancel at the club in writing or through certified mall only. I also understand that I cannot cancel by phone, fax or internet". Our policies are clearly stated and adhered to. There will be no refund issued to [redacted]. Aspen Athletic Club cancelled [redacted]'s membership as of 08/29/16 and his last billing was 08/16/16. In Health, Taylor S. Aspen Athletic Clubs

[redacted], Aspen Athletic Club has a cancellation policy that is adhered to. On your membership contract under payment authorization it clearly states, “You will be continually billed after the contract is fulfilled until a 30 day written notice of cancellation is received by Aspen Athletic Clubs via certified letter or in person. You , the buyer, cannot cancel this membership via phone, fax or email”. You have signed this membership contract which means you understood all of Aspen Athletic Clubs policies. Also, line three on the New Member Checklist states, “I understand if my membership is a prepaid membership, it will continue on as a monthly membership until I give a 60 day written notice. I also understand I cannot cancel by phone, fax, or internet”. Line thirteen on the New Member Checklist states, “If I wish to cancel, I understand it will take 60 days to stop my membership. I also understand that I need to cancel at the club in writing or through certified mail only. I also understand that I cannot cancel by phone, fax or internet”. You have initialed and signed this agreement with Aspen Athletic Club. As you can see, your membership continues on month to month until you cancel your membership via certified mail or filling out a cancellation form at one of Aspen Athletic Clubs locations. You are still responsible to pay your past due balance due to the fact you have signed and agreed to all of Aspen Athletic Clubs policies. Regards, Taylor S. Aspen Athletic Club

Aspen's response is ignorant. They apparently do not understand the issue here, as evidenced by their blaming the bank for an issue that THEY caused.  Their training and supervision practices are wholly inadequate. They state that account payment can only be changed via voided check, yet they do not supervise and/or train their employees properly to ensure that such a policy is carried out.  If the employees were properly trained and/or supervised, then the "child" who was working the front desk more than likely would NOT have TOLD ME that he changed my payment information and added my new debit card as the new payment.  Aspen also apparently has incomplete records because I received a bill from them in the beginning of the year when my debit card expired, and thus they stated that they could no longer charge it, WHICH IS WHY I BROUGHT IN THE NEW ONE THAT THE KID AT THE FRONT DESK TOOK FOR UPDATED PAYMENT.  Aspen was NOT authorized to charge the old card, yet they did anyway.  The bank fees I incurred are a result of ASPEN'S IMPROPER AND ILLEGAL charge to a bank account that they were no longer authorized to use.  Again, Aspen's inadequately trained and supervised employees are their agents for all legal purposes, when acting within the scope of their employment.  This employee informed me that the information as changed for payment, and that my new debit card would be charged the monthly fee. When he said that, took my debit card, logged into my account, and verbally informed me of the changes, he was acting as an agent of aspen athletic clubs, and aspen is thus bound by his action.  Perhaps proper training and management supervision would avoid such issues. It is clear that the employees are not adequately aware of aspen "policies."

I am writing to you regarding complaint ID #[redacted] submitted on March21st, 2017. I reviewed [redacted]'s statement of the problem and offer the following information: [redacted] has been a member of Aspen
Athletic Clubs since 12/12/11. She signed Aspen Athletic Clubs personal training...

agreement on 09/23/14, paying $250.00 for 10 sessions. [redacted] used two sessions to train with Aspen Athletic
Clubs personal trainer Ryan. After [redacted] was informed of Ryan no longer being
employed, she was told she could train with another trainer (stated on PT
agreement under policy and rules #3). She then used the remaining eight
sessions to train with Aspen Athletic Clubs personal trainer Kevin. On 11/19/14 [redacted] signed
another Aspen Athletic Clubs personal training agreement with Kevin for 10 1/2 hour sessions at a cost of $250.00. At that time she
did not  pay the $250.00 but signed the
agreement ensuring she understood all Aspen Athletic Clubs policies regarding a
personal training agreement. Aspen Athletic Clubs personal training agreement clearly states "NO REFUNDS: You acknowledge that all
fees for participating in the privilege specified are immediately earned when
you join. Except for your rights under the "Three Day Cancellation"
section of the agreement, you are not entitled to a refund of any such
fees". [redacted] signed and dated this agreement ensuring she
understood no refunds would be issued. [redacted] signed Aspen Athletic Clubs personal training agreement understanding
she would pay $250.00 for 10 1/2 hour sessions with
Kevin. She is still responsible to pay the $250.00 because she signed and agreed to the
contract. In Health, Taylor S. Aspen Athletic Clubs

I am writing to you regarding complaint ID # [redacted] submitted on August 11, 2017. I reviewed [redacted]' statement of the problem and offer the following information: Aspen Athletic Clubs has refunded [redacted] $18.56 to his credit card ending in [redacted]. Attached is the receipt...

for proof that the refund has been completed. [redacted] is terminated in Aspen Athletic Clubs member module and all billing information has been deleted, In Health, Taylor S. Aspen Athletic Clubs [redacted].com

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Aspen wants me to pay the gym fee for all the months that I have not used their services, they will also not cancel my membership over phone and kept sending me bills, the contract they have on file has ecpired more than 1 year ago.
Regards,
[redacted]

I am writing to you regarding complaint ID # [redacted] dated November 16, 2015. I reviewed [redacted]'s statement of the problem and offer the following information: [redacted] joined Aspen Athletic Club on January 22nd, 2014. [redacted] signed a 12 month contract that clearly stated Aspen...

Athletic Club's cancellation policy. Aspen Athletic Club did not receive a signed and dated cancellation form or a certified letter stating that [redacted] would like to cancel her membership, therefore she has been billed through November of 2015. [redacted] has been paying her monthly dues of $19 99 along with an annual rate guarantee fee of $34.00 with no issues until now. Our polices are dearly stated and adhered to. There will be no refund issued to [redacted]. Aspen Athletic Club has waived her December 2015 fees and has cancelled her membership as of December 15, 2015. In Health, Taylor S. Aspen Athletic Clubs