Audio Automation

After a review of members account with World Health, there is no evidence of a cancellation attempt on January 12, 2017.? The following cancellation policy applies to all memberships: “The MEMBER may terminate this Agreement as follows: (a) MONTHLY DUES MEMBERSHIP:? After the expiration of
the agreed number of Monthly Dues the MEMBER may terminate this Agreement by (i) completing a cancellation form days prior to their next bill date, within any WH facility, or (ii) sending written notice of cancellation by prepaid registered mail days prior to the next Monthly Dues date to WH’s Head Office.” There has been numerous communications since February 21, when the account first became past due.? We have reached out to the member explaining our cancellation policy and have emails outlining the communication we have hadWith the above said, we recognize based on the chehistory that the member has not been utilizing the membership since January, therefore we are willing to waive the past due as a courtesy up to and including the necessary days’ notice that would have been required if a cancellation occurred when the member stated he contacted the facilityI have attached the signed agreement for review.? This agreement outlines the biweekly payments along with the terms and conditions agreed uponIf there is any further clarification needed, I can be reached directly at the information below? Regards, ? Brea T*** Director of Member Services World Health Edmonton, IncHead Office *** *** *** *** *** *** Edmonton, AB? T5L 5EDirect: *** *** Facsimile: *** *** *** http://www.worldhealth.ca

On November 8, at 10:28am member contacted one of our locations inquiring on how to cancel as he had moved.? The employee working the front desk confirmed contact details for our Head Office to be in touch with the member as he is no longer in Edmonton and in club cancellation can only be
done in person.On November 8, at 4:50pm, a World Health Member Service Representative reached out to the member via email explaining the information that was required to cancel.? Member responded providing the DOB’s for himself and spouse.? The Member Service rep then responded informing member that the membership was still in obligation until January 3rd, 2017.? However, if proof of move was provided (epcor bill, address change, mail) we could cancel the membership with days’ notice.? No response was received therefore the memberships were not cancelled.? The back to the member can be provided if required.? World Health is will to go back to November, the point of initial contact and accept days’ notice with proof of move.? A refund would then be issued for the December 9, and this charge was billed out of the days since initial contact.? If proof can’t be provided, we will accept payment to the end of the obligation.? This includes the following charges:December 23rd - $40.95? Member can contact me directly at the contact information below to make arrangements.? ? Regards,Brea T*** Director of Member ServicesWorld Health Edmonton, Inc.*** ***
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? ? ? ? ? ? ? ? ? ? ? ? Regards, Brea Towpich Director of Member Services World Health Edmonton, IncHead Office 2nd Floor, StAlbert Trail Edmonton, AB? T5L 5EDirect: Facsimile: [email protected] http://www.worldhealth.ca ? ?

Initial Business Response /* (1000, 5, 2015/09/24) */
We have reviewed members account and have approved the cancellation of his membership, while continuing to pay to the Personal Training on a biweekly basis
Club Level staff do not have the authorization to put through a cancellation when
Personal Training remains on account That said, the process we have put in place for situations like this is for the club level staff to contact Head Office to give the approval as there are many factors we look at prior to approving We apologize this did not occur in this case
Member's membership agreement with World Health has been terminated effective today The personal training will continue to bill, the last scheduled payment is 022/05/ Should the member have any further questions, he can contact me directly
Regards,
*** ***
Director of Member Services
World Health Edmonton, Inc
Head Office
2nd Floor, StAlbert Trail
Edmonton, AB T5L 5E
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX
***@worldhealth.ca
http://www.worldhealth.ca

Initial Business Response /* (1000, 5, 2016/06/06) */
On January 31st, 2015 [redacted] purchased a 1 year membership billed biweekly, starting February 13th, 2015. 26 biweekly payments are required under the obligation of the agreement, however after the initial term, as clearly stated on the front...

of the signed agreement:
"I agree to pay bi-weekly dues of $29 (plus GST) starting 02/13/2015, for 26 biweekly payments. My membership will continue automatically thereafter for every subsequent 2 week period until cancelled in accordance with this agreement."
Term and Condition 10 on the back [redacted]'s membership states the following:
"CANCELLATION OF AGREEMENT BY THE MEMBER: The member may terminate this agreement as follows: (a) MONTHLY DUES MEMBERSHIP: After the expiration of the agreed number of Monthly Dues the member may terminate this Agreement by, (i) completing a cancellation form 30 days prior to their next billing date, within any WH facility, or (ii) sending written notice of cancellation by prepaid registered mail 30 days prior to the next due date...."
"Phone, facsimile e-mail, or verbal cancellation are not accepted"
[redacted] has spoken to Member Services and myself, the Director of Member Services. As stated directly to him, we are unable to issue a refund for the charges billed after the obligation as per the terms and condition of his signed agreement.
Our staff are fully trained in our cancellation procedure and many steps occur to ensure no cancellations are missed. The following occurs on accounts that cancel in our facilities:
1. Member is checked into the facility to review account and eligibility to cancel
2. Cancellation form is filled out by member, signed both by member and employee
3. The form is a carbon copy, this enables to retain a copy, along with provided a member a copy for their records
4. The cancellation form is uploaded to the members account and a note is made
5. The cancellation form is recorded on a summary sheet, for next day processing.
There was no indication of any of the above steps. On May 11th, [redacted] did visit our facility to fill out the documentation required to cancel a WH membership. The above steps occurred. The cancellation form was filled out with our 30 days' notice (and signed off too). The last billing was to occur on June 3. As a courtesy we waived the 30 days' notice. [redacted]'s final billing with World Health occurred on May 6th, 2016.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with this response.

[redacted] My monthly bill was about $188 until the end of January 2016 [redacted]
The employee did not ask to scan my card nor did the employee offer me any paperwork to do so. Whether or not this is proper procedure, the employee failed to follow through with their duties when a customer asks them about cancelling their account and that is what caused the problem in the first place.
I had signed a 1 year contract and had not used my membership since August 2015. I had purchased 2 trainer packages on top of the membership. I have no issues with paying that as that was what I had signed up for and knew what I was paying for. I did not wish to keep my membership active for longer than that as I was not even using it.
I had confirmed that it was within 3 weeks prior to the end of my contract that I had entered the gym to ensure the cancellation of my account. I can't find the exact date that I entered the facility as they did not give me paperwork when I did enter, however they do have the means to find out as they have recordings of who enters the building.

On November 8, 2016 at 10:28am member contacted one of our locations inquiring on how to cancel as he had moved.  The employee working the front desk confirmed contact details for our Head Office to be in touch with the member as he is no longer in Edmonton and in club cancellation can only be...

done in person.On November 8, 2016 at 4:50pm, a World Health Member Service Representative reached out to the member via email explaining the information that was required to cancel.  Member responded providing the DOB’s for himself and spouse.  The Member Service rep then responded informing member that the membership was still in obligation until January 3rd, 2017.  However, if proof of move was provided (epcor bill, address change, mail) we could cancel the membership with 30 days’ notice.  No response was received therefore the memberships were not cancelled.  The back to the member can be provided if required.  World Health is will to go back to November, the point of initial contact and accept 30 days’ notice with proof of move.  A refund would then be issued for the December 9, 2016 and this charge was billed out of the 30 days since initial contact.  If proof can’t be provided, we will accept payment to the end of the obligation.  This includes the following charges:December 23rd - $40.95 Member can contact me directly at the contact information below to make arrangements.   Regards,Brea T[redacted] Director of Member ServicesWorld Health Edmonton, Inc.[redacted]
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              Regards, Brea Towpich Director of Member Services World Health Edmonton, Inc. Head Office 2nd Floor, 13543 St. Albert Trail Edmonton, AB  T5L 5E7 Direct: 780 732 5019 Facsimile: 780 628 6855 [email protected] http://www.worldhealth.ca

Initial Business Response /* (1000, 5, 2016/06/06) */
On April 17, 2013, [redacted] purchased a Financed 24 month membership with World Health at our former [redacted] location. Due to unforeseen circumstances on August 25th, 2013, we unfortunately were left with no option than to close this...

location.
According to our records, [redacted] began attending our [redacted] location on April 8th, 2014. On October 14, 2014, [redacted] invested in a 36 session Personal Training Package. A $160.65 cash down payment was made (5%) of the full package value. The total value of the package was $3213.00. The signed agreement is non-transferable and non-refundable.
While [redacted] used these sessions on a regular basis, payments were automatically debited and approved up until April 6, 2015. At this time, the payments began declining. Our Account Services team began reaching out to [redacted] to rectify her past due account status. After being past due for over 120 plus days, accounts are placed in an internal collections status. After serval attempts at making regular payments, accounts automatically fall into a final warning process whereas a notice is sent as a final effort to resolve the account prior to further escalation. The timeline below outlines the collection procedures and arrangements that occurred on [redacted]'s account prior to a final notice being sent. These have been documents on [redacted]'s account during the process.
July 20-2015-Member made arrangements with collector for $60.00 biweekly on the 1st and 16th of each month.
Sep 18-2015- Statement sent
Oct 10-2015- [redacted] requested copy of contract - emailed
Oct 28-2015- Account Services called member again. She said she hadn't had the time to review the agreements. I let her know she missed her October Payment. She gave authorization to put payment through that day.
Nov 16-2015- possessed payment $60.00 Approved.
Dec 1-2015 - payment $60.00 Approved
Dec 15-2015 - payment $60.00 Declined
Jan 19 -2015 - Account Services called member made her aware of the payments declining. She told collector to try the card again that day and to process her next payment 02-01-2016.
Feb-01-2016 - payment $60.00 Declined. All payments declined there after
April-11-2016 - member was sent "Last Notice prior to Third Party Collections"
April-11-2016 to April-25-2016 -Member emailed back. Sent member a new statement and she sent her bank statement. Collector let member know we can still accept her payment plan but she has to make a payment by the end of the month. It's been over 120 days since her last payment. Member did not respond to last email sent April 25-2016.
While we always want to avoid escalating accounts to a third party, we are unable to hold past due balances if promise to pay arrangements are not met. According to our notes and call logs, many attempts have occurred to resolve the balance. As for the declines, we process payments direct onto a [redacted] machine. The bank sends the response code. The payments indicated above were declined directly from the user's institution.
We are more than willing to work further with [redacted] to resolve this matter and hold her account from going to third party as long as arrangements are made and met. [redacted] can contact me directly at the email/number below to proceed further with the past due and avoid further escalation.
[redacted]
Director of Member Services
World Health Edmonton, Inc.
Head Office
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I said I have tried to contact Jody R[redacted] to process the payment for all of the remainder of money that I owed and she hasn't replied to me. I even tried to calling her office and she is never there to make sure she got my email. But I will be willing to contact Brea and talk with her because I wasn't even aware that the transaction weren't going through because I have enough credit to cover everything. Thank you.

Initial Business Response /* (1000, 5, 2016/04/08) */
On April 5, 2015, [redacted] purchased a 12 month membership, financed for 26 biweekly payments. At this time a 12 session Personal Training package was also purchased. This was also financed for 26 biweekly payments. Since the purchase date, the...

sessions have been used, as well as all payments made. On April 21st, another 24 session personal training package was purchased. On September 16, 2015, another 36 session renewal occurred.
The two packages purchased after the point of sale were set up for the opposite bill dates as the membership and first training package. While these where signed and authorized by the member to bill on the dates specified in the agreement, World Health recognizes the ability to be billed weekly (every Friday) We rectified this by having the member sign new agreements to match her membership and first training package. On February 17, 2016 this occurred and notes state member was happy with this outcome. World Health considered the billing issue to be successfully resolved. We received confirmation of the resolution via text from the member.
I have followed up with the manager regarding the claims that employees do not return messages. We have filed under the members account numerous no-shows, constant cancellations including a note stating the trainer assigned to the member is unable to train the client going forward due to an overwhelming amount and cancellations and no shows. The cancellations and communication between the trainer and member are all documented and copied into the members file.
Currently, there is a balance of $1630.90 for the members Personal Training. The membership is out of obligation and can be cancelled when the training is resolved. That said, World Health would love the opportunity to find a trainer best suited for the member and her schedule.
Member can contact myself directly, at the information below, or contact the Fitness Manager at her home location.
Brea T[redacted]
Director of Member Services
World Health Edmonton, Inc.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The lady I spoke too said I was done with some of my payments and then continued to take money out of my account without letting me know she had made a mistake.
She did it 2x and then when I asked her she said oops that must be frustrating no apology or anything. [redacted]e

Initial Business Response /* (1000, 5, 2016/01/15) */
On December 29th, 2015, member signed up for a Fitness Club Month to month membership. This membership is billed bi-weekly at the cost of $29 plus GST. At the same time, member signed a Personal Training Agreement for 12 sessions. The...

agreement that was signed, clearly states the following:
"26 billings at $31.50 starting 1/02/2015 Bi Weekly on Friday"
While the membership purchased was month to month and can be cancelled at any time in accordance with our cancellation policy, the Personal Training purchased is non-cancellable and non-refundable.
I have reviewed the account in great detail and do not see a cancellation request being submitted from the Gateway location. I have also followed up with the Fitness Manager dealing with the account and he has informed me multiple follow-ups were attempted to get member into meet with him. A conversation occurred at one point and the Fitness Manager agreed to cancel everything as long as the member came in to sign the cancellation form and finalize the termination of the account. No attempt was made to follow through on the members end to complete the cancellation. Shortly after member requested a transfer on his personal training sessions, the Fitness Manager agreed to allow this, despite being out of policy. There was no follow up after this point regarding the transfer of paid sessions.
The current status of the membership is terminated. The balance on the Personal Training sessions has been waived and no further billings will occur. If member is still interested in transferring his sessions, he can contact me directly to arrange.
Regard,
Brea T[redacted]
Director of Member Services
World Health Edmonton, Inc.
Head Office
2nd Floor, 13543 St. Albert Trail
Edmonton, AB T5L 5E7
Direct: 780 732 5019
Facsimile: 780 628 6855
[redacted]@worldhealth.ca
http://www.worldhealth.ca

World Health's discontinuation process has number of steps that take place at club level.When a member visits us to discontinue their membership, they meet with an Employee to review their membership options, and complete a discontinuation request form. The carbon copy request form is signed by...

both the member and the General Manager – we leave the member with a copy, and retain a copy for our records. This request is then uploaded to the members account, supplemented with a detailed note. To complete our last steps, our staff then record the request on a summary document to allow for processing to occur, and the original request is sent to our Head Office via courier for a final review.The steps outlined above allow for us to ensure that if a document is misplaced, or if human error has occurred, there are various ways by which we can locate the request.In taking a look into members account, and following the steps above, we were able to located a check-in, along with the payment mentioned.  Although we do not have a form to accompany the request, we reviewed the check-ins on account and do not see any visits after payment was made.  We have terminated members account effective today.  No further payments or billings are required.  Regards,[redacted] Director of Member ServicesWorld Health Edmonton, Inc.Head Office 2nd Floor, 13543 St. Albert TrailEdmonton, AB  T5L 5E7 Direct: 780 732 5019 Facsimile: 780 628 6855[redacted]

Initial Business Response /* (1000, 5, 2015/09/24) */
We have reviewed members account and have approved the cancellation of his membership, while continuing to pay to the Personal Training on a biweekly basis.
Club Level staff do not have the authorization to put through a cancellation when...

Personal Training remains on account. That said, the process we have put in place for situations like this is for the club level staff to contact Head Office to give the approval as there are many factors we look at prior to approving. We apologize this did not occur in this case.
Member's membership agreement with World Health has been terminated effective today. The personal training will continue to bill, the last scheduled payment is 022/05/2016. Should the member have any further questions, he can contact me directly.
Regards,
[redacted]
Director of Member Services
World Health Edmonton, Inc.
Head Office
2nd Floor, 13543 St. Albert Trail
Edmonton, AB T5L 5E7
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX
[redacted]@worldhealth.ca
http://www.worldhealth.ca