Axiom

Mr [redacted] has responded to the Axiom rebuttal regarding his complaintAxiom has proven that there was an authorized contract stating the amount to be paid monthly and that he understood how to cancelThe company has also proven there was no exit surveyIn fact it was a customer satisfaction survey which an Axiom representative responded toAt no time did he state he cancelled, wanted to cancel etcHe said it was no longer his problemThat does not constitute a cancellation Please see the attachments and review once againIf there are complications with any verbiage the Revdex.com representative will be able to assist What the company has done was stop attempt to collect on the last paymentThis ensures that ABC financial would not try to contact or collect regarding the last monthly amount that was due to Axiom in accordance with the contract Mr [redacted] authorized Since the last contact in club with our operations manager the member has been harassing club management via call and email: 10/20: email sent to management threatening other methods where he will conduct a smear campaign against Axioms "good name" and we should knock ourselves out The last email was sent 10/23: He is threatening to contact Veterans groups regarding how he was treated as a member of our armed servicesThere is no way that we would know nor could we ask veteran statusHere is an excerpt"Maybe it's my age plus the fact that I served so long agoprobably before you were bornbut it occurred to me after listening to an NPR segment on Veteransthat hey, I'm a Veteran alsoAn old yo Vet who actually volunteered to serve his country after graduating from high school in A Vet who remembers vividly holding a dying soldier in hi lap as his brains oozed out of his skullMaybe I didn't think about my service because I was suffering from delayed onset PTSD? Who knows? Axiom has a proven track record of responding to legitimate complaints and offering to work with the clientThe management team should not get harassed due to someone not following their contractual obligationsWe request Mr [redacted] does not contact and threaten club management any more

The member would like to follow her trainer to another establishment and cancel the contractAfter reading through the complaint and contacting the club we feel that our organization could have handled the member in a manner that was more professional and organized in our approachHere request and our response is written belowDesired Settlement: I want Axiom to cancel this agreement [redacted] immediately The agreement has been cancelled and any future debts owed to Axiom have been removed from the system by our Director of FitnessI want a cancellation notice e-mailed to me stating that I will not get charged for any of these personal training sessionsI want an apology for how this whole entire thing was handled and lack of communication and professionalism with how I was treated and spoken too as client Below you will find a copy of the email that was sent to the member from our General Manager at the ParkCenter locationIt encompasses both requests of two and three I have received your information from our Operations team at the Fairview locationThank you for taking the time and giving us this important feedback First and foremost,I would like to apologize for how we handled the situation regarding your frustrations with our systems and how your complaints were handledAs the General Manager of this location, I strive for my team to consistently deliver an unequaled member experience I certainly wish the situation would have been handled with more empathy and care As I see it, there are additional payments due on the personal training agreementDue to your recent experiences at the club I have cancelled the future installments You will see no further billing for personal training from AxiomThere are still available sessions on your account available for use at your conveniencePlease keep in mind there is a one year expiration date For clarification, do you wish to continue your membership here at Axiom or do you wish to discontinue the membership as well? Again, I apologize for the level of service that you experienced at the Parkcenter locationI hope you wish to continue on with your membershipIt is my understanding that you have some very serious goals you plan to attain within the next year I feel we are still the right place for your fitness needs.Please let me know if you have additional concerns or questions regarding your account at Axiom or anything else

Complaint: [redacted] I am rejecting this response because: I did speak to a front desk employee of the club about how to terminate my membership I was told since I made a month to month payment, stopping payment would effectively end my membership When I mentioned this conversation to the Axiom manager, I was told she didn't care what this employee told me Axiom did get a return survey in which I indicated I was not coming back and therefore Axiom did have defacto written notification of my intent Axiom never was given permission to automatically charge my credit card I was angry, I did tell the manager that they were basically thieves, but I do not ever recall using any "cuss" words Here is the bottom line, Axiom charged my credit card over $knowing full well I was not availing myself of the services I was being charged for They knew from the survey that I was dissatisfied and wasn't coming back, because I indicated such in writting on the survey...which they admit to recieving I was negelectful in not reading the fine print of my contract However, their employees should be able to inform members of the proper way to cancel membership when asked A satisfactory resolution for me would be this: Axiom keeps the $collected since last April That is a pretty good return on not providing any service for the money I will no longer challenge the $charge and drop this whole matter Axiom in return drops it's claim to the final $charge they tried to make, after signing my Cancellation Request Form dated Further more Axion stipulates in writing to me that this matter has been resolved to our mutual satisfaction and no further action by Axiom or a Collection Agency representing Axiom be taken to collect the final charge of $ Sincerely, [redacted] ***

Mr*** came into the Fairview Axiom location on 11/30/2016 wanting to cancel his membership. He was informed he had a past due payment on 11/20/including a late feeThe monthly payment included an additional $per month since the card on file was
invalid
The member was walked through the process stated in his membership agreement what needed to be done to cancel his membership
Cancellation process per signed contract:
Membership needs to be current
day notice to cancel. After the member had been informed of what needed to be done he was extremely unhappyHe refused to make the past due payment, requested a copy of the agreement and leftTo date, he refuses to pay and has made an appointment with our VP of OperationsThe process will still be the same as listed above

Revdex.com:
I have reviewed the response made by the business in reference to *** ** *** and find that this resolution is satisfactory to me, not because I agree with their prattle chatter and ** excuses, but because I am tired of fighting with them
***
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank-you.Sincerely, *** ***

Axiom will agree to return the club enhancement fee for both membershipsThis request has been processed through the operations manager at our Meridian locationIt will take approximately 7-business days for the member to receive it.We do apologize for any inconvenienceHowever, there is no
way for Axiom to know if an email has been returned to the sender as undeliveredThis is something that is and was beyond our controlEach account is noted when a member comes in or an email is received regarding cancellationA hard request was never delivered to the club

First and foremost I would like to apologize for how Axiom staff responded to this situationWe will be refunding *** $

After researching thisBoth members enrolled online via personal cell phone at the *** *** booth. Nothing could be misrepresented due to the fact the member was in charge of the sign up and acknowledgements associated with the contract. Neither membership has drafted.It does look
as though they have not used the club as the member statedWe will remove from collections but there is not a refund to be given due to the face we didn't receive any moneyThank you,

Revdex.com:
I have reviewed the response made by the business in reference to *** ** ***, and find that this resolution is satisfactory to me They cancelled both accounts as requested.
***
*** ***

On December 3, *** *** came to the club with a letter from his doctor stating he would be undergoing surgery on 12/12/17. He filled out paperwork to freeze his membership for months. The billing freeze was placed on his dues and set to reinstate on 3/30/17.
When his membership reinstated his credit card was InvalidOur billing company attempted to contact him by phone leaving both voice messages and text messages from early April until mid July. His membership was then sent to our collections agency *** called me on August 3, to ask why he received a call from a collections agency regarding his accountI explained the situation. He proceeded to tell that he thought it was canceled or frozen. I advised him that if he had not been released to use the gym yet and he was still seeing his doctor and had medical paperwork I could pull him from collections and reinstate the membership back into a freeze. I then received a phone call from his fatherI re-explained what happened as well as how I could help him. The father stated that he had returned to the gym sometime in May to extend the freeze but did not leave with any paperwork. I explained that he would have worked with a manager to extend the freeze and left with paperwork like the first time. His father sent over an email from ***'s doctor stating he was under his care. I requested removal from the collections agency and canceled ***'s membership for him as he stated he is not ready to return

As of August Axiom Fitness changed platforms for the rewards system for membersAn email communication piece was sent to all members with a current email on file letting them know of the changeThere was also in club communication pieces throughout each facilityThe previous the agreement
for the app states Axiom has the right to change as we see fitEach member would have to agree to the terms and conditions when setting up the appThe member stated that he was aware of the change.
The option of a $merchandise credit is not availableHowever, in good faith we will offer two months of dues credit on his account

We have processed the refund for the member. There was an oversight  on the part of the fitness director regarding the cancellation. The approval was sent through this morning and should be in the mail no later than tomorrow. Due to the holiday it will not go out today. I apologize for any...

inconvenience this has caused. $78 will be refunded.

The Member complained that he had cancelled his membership verbally in April. He also said that a member survey was an "exit" survey and that should have been "defacto" written notice of termination. The member survey was in not an exit survey. It is from [redacted], a company that asks for feedback...

from members and allows the company to respond to the members concerns and analyze data. 
 
[redacted] said he called in to cancel months ago. Couldn't remember who he talked to and was never told the proper steps to cancel. He then called into the club on 10/17/2016 and talked to the operations manager twice about the proper methods of cancellation. Both times he hung up on her. He then came into the club to cancel. He has not visited the gym in months. His agreement was pulled up for his review of the signature and explained that he did sign that he understood the protocol to cancel. He was asked if he would like a signed copy of the agreement. He declined. Member was reminded that we do not stop billing or refund for unused months as he "thought" he was cancelled, He then tossed his barcode at the operations manager. As he turned to leave the office he was asked if he could stay in order for her to finish the cancellation so he could have a copy for his records. He was upset that he was being billed for the 10/25/2016 date but he was not eligible to cancel without being drafted per our 15 day notice to cancel. He took his yellow copy. During the phone calls and visit to the club our Operations manager endured insults, cuss words and was told her job value was nothing. 
Please see attachments of the member survey, contract and notes in our system regarding this member. 
 
The member is not due a refund.
**Attachments redacted by Revdex.com staff**

The original contact was to cancel the husbands membership. She has since worked with our Operations manager at the ParkCenter location. It is the understanding of Axiom that all issues in question have been taken care of .

Complaint: [redacted]I am rejecting this response because:  
I did speak to a front desk employee of the club about how to terminate my membership.  I was told since I made a month to month payment, stopping payment would effectively end my membership.  When I mentioned this conversation to the Axiom manager, I was told she didn't care what this employee told me.
Axiom did get a return survey in which I indicated I was not coming back and therefore Axiom did have defacto written notification of my intent.
Axiom never was given permission to automatically charge my credit card.
I was angry, I did tell the manager that they were basically thieves, but I do not ever recall using any "cuss" words.
Here is the bottom line, Axiom charged my credit card over $189.00 knowing full well I was not availing myself of the services I was being charged for.  They knew from the survey that I was dissatisfied and wasn't coming back, because I indicated such in writting on the survey...which they admit to recieving. 
I was negelectful in not reading the fine print of my contract.  However, their employees should be able to inform members of the proper way to cancel membership when asked.
A satisfactory resolution for me would be this:  Axiom keeps the $189.00 collected since last April.  That is a pretty good return on not providing any service for the money.  I will no longer challenge the $189.00 charge and drop this whole matter.  Axiom in return drops it's claim to the final $21.15 charge they tried to make, after signing my Cancellation Request Form dated 10.17.16.  Further more Axion stipulates in writing to me that this matter has been resolved to our mutual satisfaction and no further action by Axiom or a Collection Agency representing Axiom be taken to collect the final charge of $21.15
 
Sincerely,
[redacted]

The member is disputing her contractual obligation by stating fraudulent business practices by Axiom. Under no circumstance have we been misleading to the consumer. Her contract and session serviced log are attached. This shows where she understood that [redacted] was the billing company and...

authorized payment processing through them. We also show that she initialed the automatic renewal portion of the agreement. We would like to offer a refund in the amount of $312 to show good faith. She will be able to use the remaining sessions prior to the year expiration date.

First and foremost, we are sorry that [redacted] did not feel that we had clarity in the process. After researching the complaint I found that we were very clear and she did have a basic level of understanding of the contract. There were signatures and initials from the member stating that she...

understands the policies and terms of her contract. She has also acknowledged that the contract was sent home with her for her to review. [redacted] did state that she understood the three day cancellation policy by noting in her complaint that there was nothing to worry about. Her membership was 0 money down on a 12 month contract. The training was something that she agreed to pay for @ $132 for four sessions on a monthly basis. In the training contract it does state that: Axiom does reserve the right to provide a substitute trainer in the event the original trainer is unable to conduct the workout for any reason. The contract said that the member agreed to 3 payments of $132 after the initial payment on 6/16/2015 for $132. She did use the first four sessions with [redacted]. The dates were 7/23, 7/28, 7/30, 8/4. Her first four training sessions were used. She is correct that she had not used her first sessions prior to the automatic withdrawal for the second set of sessions. However, the first set of sessions did get used. What we will do is refund the second set of sessions 4 sessions @ $33 per session for a total of $132. Since all four sessions were used previously the total of $165 is incorrect. We do not send a copy of a cancelled agreement. Our system is not set up in that manner. Please look below for a copy of the screen shot on the members profile. Managed Type: ABC Managed Agreement Term: Installment Payment Frequency: Monthly Last Sync Date: 07/22/2015 Current Status: Pending Cancel Status Reason: Other Reason Status Date: 08/16/2015 Agreement Number:555307041Created Date:06/16/2015Conversion Date:06/16/2015

The member would like to follow her trainer to another establishment and cancel the contract. After reading through the complaint and contacting the club we feel that our organization could have handled the member in a manner that was more professional and organized in our approach. Here request and...

our response is written below. Desired Settlement: 1. I want Axiom to cancel this agreement [redacted] immediately.  The agreement has been cancelled and any future debts owed to Axiom have been removed from the system by our Director of Fitness. 2. I want a cancellation notice e-mailed to me stating that I will not get charged for any of these personal training sessions. 3. I want an apology for how this whole entire thing was handled and lack of communication and professionalism with how I was treated and spoken too as client.  Below you will find a copy of the email that was sent to the member from our General Manager at the ParkCenter location. It encompasses both requests of two and three.  I have received your  information from our Operations team at the Fairview location. Thank you for taking the time and giving us this important feedback.  First and foremost,I would like to apologize for how we handled the situation regarding your frustrations with our systems and how your complaints were handled. As the General Manager of this location, I strive for my team to consistently deliver an unequaled member experience.  I certainly wish the situation would have been handled with more empathy and care.  As I see it,  there are 3 additional payments due on the personal training agreement. Due to your recent experiences at the club I have cancelled the future installments.  You will see no further billing for personal training from Axiom. There are still 4 available sessions on your account available for use at your convenience. Please keep in mind there is a one year expiration date.  For clarification, do you wish to continue your membership here at Axiom or do you wish to discontinue the membership as well? Again, I apologize for the level of service that you experienced at the Parkcenter location. I hope you wish to continue on with your membership. It is my understanding that you have some very serious goals you plan to attain within the next year.  I feel we are still the right place for your fitness needs.Please let me know if you have additional concerns or questions regarding your account at Axiom or anything else.

The complaint is regarding personal training that the member purchased. She was under contract and did not cancel within the three day window.
 
Email below from [redacted] VP of Sales to member: 11/3
 
Per your request, I am responding to your review of Axiom via email.
I am very...

sorry you have suffered an injury which is prohibiting you from training at Axiom currently.  I hope you are able to strengthen the knee to the point where you are able to continue training.  I feel we could assist with the strengthening down the road.
As for your personal training sessions you purchased at Axiom, I would like to explain a few items regarding your agreement as well as what your options are going forward.  Forgive me if this has already been covered with [redacted].
PT Agreement:
Our agreement allows for a 3 day right to cancel and refund.  Anything after the 3 days remains as a credit.
Your agreement show you purchased 3 months of training up front and an additional 6 months of training for a total of 9 months.  It is not a month to month agreement.  The contract is for $3716 for you and $3716 for your daughter. 
The agreements would go month to month after the 9 month period of time you signed up for.
[redacted] has cancelled out the 6 additional payments due so we collected $1172 on the $3716 agreement. 
Your options:
As stated, you and your daughter each have 24 sessions to use.  I am aware you cannot use them currently; however, you have a year to use those sessions (we can be flexible if it takes a little longer than 1 year).
You can either use them yourself or gift them to someone.  Maybe your daughter coming in to use them while you strengthen your knee in the pool might be an option.  I also feel you will need them to continue to build strength in your knee once you are able to assist in not going down the surgery route on that knee. 
I know this is not what you wish; however, I hope you find a way to utilize the sessions you purchased here at Axiom.
After reviewing this email, please let me know how you would like to proceed and if I can assist you further.  Thank you.