Base

Complaint: ***
I am rejecting this response because: Since when is complaining regarding quality of service referred to as harassment? Also, I disagree with the assessment Complaints were not adequately addressed Furthermore, they cancelled my contract without my authority Which was not in their right to do Lastly, after repeated calls and messages, No one ever made themselves availabile to me to discuss this matter live Instead, and out of their frustration, they cancelled my membership without notice This has caused me even greater hardship than enduring being an unsatisied client Especially that there are no otter health workout facilities in close proximity.
Regards,
*** ***

This is Erin L[redacted], a representative from Base in Jersey City. We received a letter from you regarding a past customer, [redacted]. Below you will find our response. Please reach out should you require any additional information to close this case. Thank you in advance for your...

assistance. Issue ID: [redacted]Company name: BaseComplaint issued by: [redacted] Complaint response:The complaint by customer, [redacted], is inaccurate. Below is a breakdown of contact between Base and [redacted] Over the 2-month period, [redacted] harassed Base with multiple complaints on [redacted] (and additional inaccurate statements on other online public pages.)  [redacted] checked into Base 40x over the 2-month period, and should not be issued refund for those 2 months. Below is a breakdown of communication between Base and [redacted] Base attempted resolving every issue and false accusation made by [redacted] continued to harass Base on public forums. This harassment resulted in Base terminating [redacted]’s membership. Base notified him, and refunded his May dues.   Breakdown of dates w/ communication between Base and [redacted]: 03/14/17 – [redacted] walked in for a tour of our club. He came back later in the day for a trial workout.03/16/17 – [redacted] enrolled online in membership of his choice.03/16/17 – A welcome email was sent from a club Director, Erin L[redacted].03/17/17 – [redacted] responded to email from L[redacted], reporting water fountain pressure was low during his trial visit 3/14. L[redacted] responded minutes later that on 3/16, Base had engineers install a new water fountain, which included a cup dispensing faucet.03/17/17 – [redacted] visited club in evening and emailed L[redacted] afterward informing her he still found fountain to be low pressured. L[redacted] forwarded email to Director of Operations, Kara H[redacted]03/20/17 – Hermes contacted [redacted] to inform him that we scheduled an appt with a Plumber to test fountain, and fix any issue.03/21/17- Plumber arrived to Base to test fountain. Results found that pressure was above quality standard requirements, and set to the highest level.03/22/17 – [redacted] emailed L[redacted] & Hermes, reporting he would not have joined if he knew of this problem.03/23/17 - L[redacted] offered to refund [redacted] fully, even though refund cancellation period had already passed. [redacted] denied offer of cancelling.03/26/17 – [redacted] posted 1 star review on [redacted] with inaccurate complaints/pictures.03/27/17 – L[redacted] responds & addresses issues posted on [redacted]. Offered again full refund to cancel due to his unsatisfactory at the club. [redacted] never responds to offer.03/29/17 – [redacted] updated [redacted] with another 1 star review and more complaints/pictures.04/02/17 – [redacted] updated [redacted] again another 1 star review.04/03/17 – [redacted] updated review on [redacted] again with 1 star and another photo.04/05/17 – Hermes contacts [redacted], addresses all issues, and offers reusable water bottle to utilize cup dispensing spout on water fountain. Hermes also offers full refund if he still wants to cancel.04/05/17 – [redacted] accepts water bottle offer.05/12/17 – [redacted] updated 1 star review on [redacted] with more inaccurate comments and photos.05/17/17 – Base management contacted [redacted] notifying that a refund was issued for his May club dues, and membership was terminated.05/17/17 – [redacted] updated 1 star review on [redacted] and posted termination letter. Final termination letter issued on 05/17/17: Dear [redacted] It is with sincere apologies that we have not been able to rectify your concerns at Base. Our management team has been in contact with you over the months, regarding your disappointment in being a member. Your consistent vocalization on our online review pages has reiterated your regret in joining. Thus, we have decided that it is best we part ways, and you find another club where you will enjoy your workouts. Your membership has been terminated effective immediately, and we have processed a refund to your CC in the amount of $149.80 for your May dues. We hope you find another club that will exceed your expectations. Wishing you the best, Base Management