Bassline Fitness

We have a day cancellation policy on all of our membershipsMust give written notice days prior to next billingFirst contact was received by phone on Oct 2nd and client was asked to send an email because notice must be in writingCall was received during a time of day that we are normally closedFirst email was received on October 5thEarliest contact (Oct 2nd) was days prior to bill date so even with a resolution that day our day policy would still applyEverything has been resolvedSee below communications and resolution via the owner:October 5th 8:58am we received this email:Hi- please cancel my membership, I'm having a hard time making it to class on time from BellevueI have a baby and my sitter is always late then I have to leave early to get backI'll just pay per class as I'm not getting my money's worth with the packageI've also been charged a bunch of late fees Thanks!October 6th 12:08pm manager resoponded:Hi,I will take this as your day noticeYou'll be billed one more time on October 30th and you'll have until November 30th to use your membershipThank you! Oct 6th 1:01pm received:I called yesterday to ask that, is there anyway you can make this effective immediately? It's just way too expensive and I really can't make it anymore:( Oct 6th 1:02pm received:They guy I spoke to yesterday said nothing about the day cancellation policyMaybe I should speak to the owner?Oct 6th 6;33pm received:I was able to find Angela's info and will shoot her an emailI think it's ridiculous that you are making me pay full (extra months) even though it's the beginning of the month (I've called since the 2nd and no one has gotten back to me)That's not great customer service, especially to a loyal bassliner and someone who said they will just pay per class going forward, if you think about it the gym would end up making more from me that wayI'm having a hard time swallowing the way I'm being treated and will write something up for the Revdex.com about customer serviceOct 7th 11:25am the manager responded:I'm so sorry [redacted] , so you were able to email Angela? I will forward your email on as wellI am sorry about this! Did you leave voicemails and no one got back to you? I never received any, I am so sorry about this!Oct 7th 12:52pm received:No, every time I leave a vm I never hear back so I keep calling until someone eventually answersI have her info on linked in, but go ahead and forwardAll I'm asking is to not pay for NovemberIt's the beginning of October and I am wasting over $this month already since I was trying to cancel since the beginning of the monthI'll also stop referring people thereOct 7th received:Front desk received phone call from client expressing their anger.Oct 7th 1:pm Messages forwarded to ownerOwner is out of town until MondayNo other messages were received by owner directly from client.Oct 10th 1:44pm Message sent from owner:Congrats on your new baby! Sorry to hear you are having a tough time making it in to the gym with your sitter being lateHave you had a chance to try out our childcare? We have childcare available for the 8:30, 9:and noon classesWe do have a day notice policy on all of our membership agreementsYour bill date is the 23rd which means that you would be billed one more time on 10/and then could use the studio until 11/on an unlimited basis I understand that you would like to cancel your membership immediately as you have not been able to attendI know it is challenging trying to fit in workout time with young kids, so I do have a couple of options to offer you which are exceptions to our policyStandard day cancellation policyPut your account on temporary hold until you feel comfortable bringing your little one with you to childcareWe can use your last monthly unlimited payment to instead purchase a class pack of classes which you would then have a year to useThis would be an exception to our policy but I am more than happy to do that for youThat way you could come in on a drop in basis when you have a chance to get away.Which of those options work best for you?Oct 10th 3:48pm received:Can you please define what 'put it on hold' means? Oct 10th 6:14pm sent from owner:Normally we only hold an account for days per calendar year without a medical notePeople often use day holds for extended vacations etcHowever, in some special cases we will make exceptions to the length of timeIn this instance we could put your account on “hold” or pauseIf we were to do that right now it would allow you to take a break from the studio for a determined length of timeAt the end of that time your account would activate again and would continue at your current rateSome new moms will take advantage of this option until they are ready to bring their baby into childcare or when they are ready to come back after childbirthAfter your membership re-activates, in the event you decide to cancel you would still be required to give day notice So for example if that is what you wanted to do with your account we could put it on hold and it would just extend your current payment out the length of your holdSo if you held it for days it would extend this payment out extra days before your next billingwhen you came off the hold it would adjust your payment to match the length of timeSo hypothetically you would go from next payment due date of 10/to instead 12/In this hypothetical scenario you would not be using the studio during our holdSo if we held it starting tomorrow you would not have access to the studio using your membership until approximately the 9th of December but you wouldn’t be billed again until the 23rdDoes that make sense? It just pushes your current date out the length of your holddays is just a hypothetical number just to give you an ideaOct 13th 9:28am received:Can I please postpone until January, please let me know the date it will be active again, by that time she should be old enough to go to the daycare She was very premature that is the reason she cannot go right now My current month is good until October 23rd, correct?Oct 13th 1:14pm owner sent:Will doWould you like the hold to start today or are you planning on coming in this week? Let me know when you would like the hold to start.Issue has been resolved.Angela FCo-ownerBassline Fitness

We have a 30 day cancellation policy on all of our memberships. Must give written notice 30 days prior to next billing. First contact was received by phone on Oct 2nd and client was asked to send an email because notice must be in writing. Call was received during a time of day that we are normally...

closed. First email was received on October 5th. Earliest contact (Oct 2nd) was 21 days prior to bill date so even with a resolution that day our 30 day policy would still apply. Everything has been resolved. See below communications and resolution via the owner:October 5th 8:58am we received this email:Hi- please cancel my membership, I'm having a hard time making it to class on time from Bellevue. I have a baby and my sitter is always late then I have to leave early to get back. I'll just pay per class as I'm not getting my money's worth with the package. I've also been charged a bunch of late fees… Thanks!October 6th 12:08pm manager resoponded:Hi,I will take this as your 30 day notice. You'll be billed one more time on October 30th and you'll have until November 30th to use your membership. Thank you! Oct 6th 1:01pm received:I called yesterday to ask that, is there anyway you can make this effective immediately? It's just way too expensive and I really can't make it anymore:( Oct 6th 1:02pm received:They guy I spoke to yesterday said nothing about the 30 day cancellation policy. Maybe I should speak to the owner?Oct 6th 6;33pm received:I was able to find Angela's info and will shoot her an email. I think it's ridiculous that you are making me pay 2 full (extra months) even though it's the beginning of the month (I've called since the 2nd and no one has gotten back to me). That's not great customer service, especially to a loyal bassliner and someone who said they will just pay per class going forward, if you think about it the gym would end up making more from me that way. I'm having a hard time swallowing the way I'm being treated and will write something up for the Revdex.com about customer service. Oct 7th 11:25am the manager responded:I'm so sorry [redacted], so you were able to email Angela? I will forward your email on as well. I am sorry about this! Did you leave voicemails and no one got back to you? I never received any, I am so sorry about this!Oct 7th 12:52pm received:No, every time I leave a vm I never hear back so I keep calling until someone eventually answers. I have her info on linked in, but go ahead and forward. All I'm asking is to not pay for November. It's the beginning of October and I am wasting over $100 this month already since I was trying to cancel since the beginning of the month. I'll also stop referring people there. Oct 7th received:Front desk received phone call from client expressing their anger.Oct 7th 1:10 pm Messages forwarded to owner. Owner is out of town until Monday. No other messages were received by owner directly from client.Oct 10th 1:44pm Message sent from owner:Congrats on your new baby! Sorry to hear you are having a tough time making it in to the gym with your sitter being late. Have you had a chance to try out our childcare? We have childcare available for the 8:30, 9:30 and noon classes. We do have a 30 day notice policy on all of our membership agreements. Your bill date is the 23rd which means that you would be billed one more time on 10/23 and then could use the studio until 11/23 on an unlimited basis.  I understand that you would like to cancel your membership immediately as you have not been able to attend. I know it is challenging trying to fit in workout time with young kids, so I do have a couple of options to offer you which are exceptions to our normal policy.1. Standard 30 day cancellation policy.2. Put your account on temporary hold until you feel comfortable bringing your little one with you to childcare. 3. We can use your last monthly unlimited payment to instead purchase a 5 class pack of classes which you would then have a year to use. This would be an exception to our policy but I am more than happy to do that for you. That way you could come in on a drop in basis when you have a chance to get away.Which of those options work best for you?Oct 10th 3:48pm received:Can you please define what 'put it on hold' means? Oct 10th 6:14pm sent from owner:Normally we only hold an account for 30 days per calendar year without a medical note. People often use 30 day holds for extended vacations etc. However, in some special cases we will make exceptions to the length of time. In this instance we could put your account on “hold” or pause. If we were to do that right now it would allow you to take a break from the studio for a determined length of time. At the end of that time your account would activate again and would continue at your current rate. Some new moms will take advantage of this option until they are ready to bring their baby into childcare or when they are ready to come back after childbirth. After your membership re-activates, in the event you decide to cancel you would still be required to give 30 day notice.  So for example if that is what you wanted to do with your account we could put it on hold and it would just extend your current payment out the length of your hold. So if you held it for 60 days it would extend this payment out 60 extra days before your next billing. when you came off the hold it would adjust your payment to match the length of time. So hypothetically you would go from next payment due date of 10/23 to instead 12/23. In this hypothetical scenario you would not be using the studio during our hold. So if we held it starting tomorrow you would not have access to the studio using your membership until approximately the 9th of December but you wouldn’t be billed again until the 23rd. Does that make sense? It just pushes your current date out the length of your hold. 60 days is just a hypothetical number just to give you an idea. Oct 13th 9:28am received:Can I please postpone until January, please let me know the date it will be active again, by that time she should be old enough to go to the daycare.  She was very premature that is the reason she cannot go right now.  My current month is good until October 23rd, correct?Oct 13th 1:14pm owner sent:Will do. Would you like the hold to start today or are you planning on coming in this week? Let me know when you would like the hold to start.Issue has been resolved.Angela FCo-ownerBassline Fitness