Best Western Lanier Centre Hotel

Received confirmation back from *** *** whom processed refund and confirmed that they did not process refund back to the card as we were told. Cut check #*** in the amount of and mailed out today with a post date stamped of 8/03/

This account has been correctly cancelled out as before it was not causing the error of billing againWe have cancelled and refunded back the amount that was taken out in and refunded back to the checking account it was taken from

Please see attachment1) *** ***'s account had been cancelled and the original payment that was made on 8/3/was returned to the visa ending in on 9/1/in the amount of $(See page of attachment)This agreement had no further billing and status is terminated as of
9/1/2015 2) The second agreement which was the Kid Zone membership however was not cancelled out properly causing the additional chargers. This account has been cancelled out and the original charge of $returned back to the card ending in (See page of attachment) The other charges that occurred on this account have also been returned back to the card it was taken off of in the form of returned charge back in the total amount of $60.27. (See page of attachment)

Fitness Works was bought in February and taken over by a new ownership group. Since February the new ownership group does not contract out or use the collections company that the old company used, *** ***. We have reviewed this account and see
that this was an old agreement from August 2011. We have contacted MR*** in regards to this matter and have also offered assistances in trying to resolve his collections issue. However we are limited on our end with the collections agency since we do not use them. We have reached out to the collections agency on 6/29/2016 asking them to remove both S*** and *** ***. They responded back with the following e-mail dated On 2016-06-17:37, Troy G*** wrote: I only have *** and he was removed in Thanks, TroyWe have confirmed again that *** *** was not in collections and they verified they only had S*** *** who was removed in 2014. We have provided this information to Mr*** along with past ownership's contact information to assist him further in this matter

Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Mesa location always strives for excellent customer service, and we appreciate the opportunity to respond.We apologize to Ms*** for the breakdown in communication
regarding her wishes on her Personal Training agreement she entered into with Fitness Works. Ms*** contacted Fitness Works outside of the 3-day right to cancel her personal training agreement but, to date has yet used any of the sessions she purchased and with the unfortunate breakdown in communication that occurred between Ms*** and Brain, Fitness Works is more than happy to honor Ms***'s refund request. Please allow - business days for the refund check to be processed and mailed to the address we have on file for Ms***.We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise

*** ***'s refund for her personal training was processed on 3/30/2016. A refund check was cut check # *** and mailed to the address we have on file for her on 3/30/to the following address. *** *** *** *** *** *** AZ 85207. We have not received
this check via return mail. We were informed on 5/11/from Brain S*** that *** *** still had not received her refund check. On 5/11/Aaron M*** called member on phone station at 8pm. There was no answer and he left message, "Let client know that this will be resolved tomorrow and he would personally hand her refund check." Since we were notified that Sandy did not receive her check yet we had put a stop payment on check # *** and cut another check for her, #***. We are just waiting on *** *** to return call so we know where to deliver her refund check of $

*** *** was refunded $on 5/18/at 4:07pm. Receipt number ***. This was returned back onto her card that was given ending in ***

Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Phoenix, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond We apologize to Mr*** that he wasn't able to obtain the results
he was looking for. As we did and will reassign trainers to clients if this does occur so member's can continue on with achieving their fitness goals Fitness Works has thousands of personal training clients that are unstoppable and have been using our services for years. Which in the interest of goodwill, we have decided to refund the unused portion of the members personal training sessions. Mr*** will receive a refund of unused sessions. We have attached our accounting report identifying the unused sessions.We trust that this has been amicably resolved, and will consider this matter closed unless notified otherwise

Thank you for making us aware of the complaint our customer, Mr*** filed with your office. Our Gilbert, AZ location always strive for excellent customer service, and we appreciate the opportunity to respond. We only freeze accounts for medical and military
purposes. Mr*** and his wife were informed of this by Carole the Fitness Manager of this at the location and since they did not have medical documentation they were unable to put their personal training on a freeze. Mark their trainer informed them that they best route would be to cancel their personal training at this time. We do require a day notice to cancel which is stated on the agreement. Please see attachment. Mr*** placed his cancellation on 4-18-at 7:39pmPlease see attachment of cancellation form. His personal training agreement has been cancelled with no further payments. Mr*** and his wife have three sessions left each, and are able to use their remaining sessions until their membership cancels on 5-18-We trust that this has been amicably resolved, and we will consider this matter closed unless notified otherwise

Spoke to manager at the location that Ms*** spoke with. He stated that when she approached him on the issue she was never able to clearly identify or provide a proper description of the alleged stalker. The manager was approached several other times by Ms*** stating that the alleged stalker was in the building, but still could not positively identify the personBecause Fitness Works was not given a positive identification of this person, we could not approach or talk to anyone. And if Ms*** wishes not to return because she feels unsafe that is understandable, however there are no refunds on paid in full memberships

The accounts have been cancelled and refund processed for the two months which equals for two memberships at

Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Chandler North location always strives for excellent service, and we appreciate the opportunity to respond.Fitness Works apologizes for the miscommunication from the Chandler North
location to our refund department regarding this matter Mr*** did fill out his personal training cancellation in a timely matter with regards to the 3-day cancellation policy however it was not properly sent to the refund department to process The refund department has refunded the $and mailed a check to the address that Mr*** has on file He should receive this within 5-business days We hope that this has been amicably resolved, and we will consider this matter closed unless notified otherwise

Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Mesa location always strives for excellent customer service, and we appreciate the opportunity to respond.Our members, when needing to cancel their memberships have the option
to do so by going to any Fitness Works locations and filling out a cancellation form or mail the cancellation form to our P.OBoxWhich is provided on the back of the membership agreement that is signed at the day of purchaseWe have attached a copy of this membership agreement We provide easy membership cancellation solutions for all of our members Fitness Works will not issue a refund but has canceled *** *** membership account with nothing further billing since we did receive the signed cancellation request form on 10/25/which we have attached We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform
this action and, if it does, will consider this complaint resolved
Regards,
*** ***

This is a policy for the safety of the members that all Personal Training clients have a membership as well due to liability reasons and what we are covered with by our insurance. Since this member did not wish to keep the membership causing them to be unable to use the personal training
sessions. The $purchase as been refunded back to the member's account. This takes up to 5-business days through *** *** which is the billing company

Fitness Works was bought out by a new company on February 2015. Under the new ownership group we do not use or have ever used this collections company. This membership would have been put in collections under the old fitness works ownership group. Since we, the
new company do not do business with this collections company we have limited access to these accounts. We have reached out to the collections company, Swift Funds in regards to this account and they have stated that this account has been removed from collections. Please see e-mail as reference...... Subject: RE: *** * *** Date: 2016-07-16:From: Troy G*** ***> Yes, member is removed Thanks, Troy

Thank you for making us aware of the complaint our customer, Summer ***l filed with your office Our Mesa location always strives for excellent service, and we appreciate the opportunity to respond.In regards to Ms***'s personal training agreement that was purchased on
6.1, 16, a freeze was put on her personal training account for months per the conversation Brian and Ms***l had on 8.2.16.Please see copy of agreement that was signed by Ms***l on We did not receive a cancellation form from Ms***l untll Please see signed cancellation form Ms***l had a past due balance of $and It Is stated on the cancellation request form that "All balance due amounts must be paid In full before a cancellation notice Is valid." A copy of this request form was e-malled to Ms***l on at 4:29pm to the e-mail ... see attached

On the second page of the agreement that was signed it states the 3-day cancellation policy that was previously stated in the first response to this complaint In addition it states the two ways that a cancellation can be processed, either in person at a location or by mail This is also stated on the membership guideline signs that are posted on the wall close to each front desk

After reviewing the account we have reversed the charges of that the old Fitness Works did not stop trying to bill *** *** for as we are under new ownership. We have corrected their mistake and made sure the billing company does not charge her any further. The amount
of was sent in to be returned to *** *** on 7/14/

HiI received notification that my case was closed but I wanted to have it noted on my account that even though Fitness works paid me back for what they took that did not take care of NSF fees I had  this is very frustrating to me because I went to the gym manager and told him of the pending charge and he refused to help me then a week later I get a check in the mail but of course by then I already had some items return back  if he were given the ability to stop at pending charge that would've taken care of everything all he could do is refer me to a customer service number  I think this says something about the company and I would like that noted on my case thank youSent from my iPhone