Best Western Lanier Centre Hotel

April 5, 2016 I cannot accept this thoughtless response.  As a...

loyal, paying member to Fitness Works for ten years, I believed Brandon when he sold me the membership knowing that I had valid concerns against a member I pointed to as a previous stalker at the gym.  Brandon told me before I signed my contract that he “had a zero tolerance policy for any harassment” and that he would personally resolve any issues to my satisfaction.  This flippant response is not at all in alignment with what Brandon promised.  Moreover, Brandon denied any responsibility when I approached him after the stalker followed me out of his parking lot, refusing to even return my call.  After this frightening incident when I contacted the Mesa Police Department, Officer Karen S[redacted] warned me not to return to any campus of this gym and to change all of my routines and driving routes.  My life became very scary!  How can Fitness Works now state that I should further put myself in harm’s way which is a complete contradiction to Officer Karen S[redacted]’s directive?

Yes the previous owner of the gym did allow freezes, however due to the new ownership as of 2/1/15 freezes are only allowed for the reasons of medical or military. The agreement states that the member is aware that the rules can change (see section O of the agreement. We can offer this member 1 free...

month however there will be no refund given as the customer has utilized the facility (see check-in history).

Thank you for making us aware of the complaint that was filed with your office.  Our Phoenix, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond.  Our trail passes are reserved for local residents and we do...

apologize for any confusion on our part.

Thanks for your help resolving the issue. We do have a few things we would like to get to your attention. 1. We were given a run around when we first tried reaching out to your facility and then customer service2. What caught us by surprise was the appalling response from customer service supervisor Mckena (Apologize if I have misspelled the name) . We were told there's nothing that can be done and when we requested for a contact to help escalate the issue to get some attention we were stone walled and told we could not go any higher up.  To add to this, we were told the matter/issue has been closed and were specifically stated that she(Mckena) had reached out to management and no one would entertain us. We also requested to see if we can stop by your corporate facility or seek an appointment to talk to some one in person, we were told and if we did come into the facility it will be treated as a "Threat". The way the whole thing was handled was frustrating with no regard to customer. How can a business be so disconnected with their customers and be rude to them. 3. We were forced to look for alternative solutions to get this issue highlighted to the management. I would like to thank the Fitness works management and Revdex.com for their help resolving this issue. The call received by my wife was very brief stating that Fitness works would refund the money. The call was made by Mckena again and no apologies were rendered as part of that conversation, which again was very surprising. The least a customer is owed for all the trouble is an apology.4. We are still waiting for the refund. I am more than happy to talk to Fitness works management if required to help walk them through the entire episode and our experience. I am rejecting the response since we are still waiting for the refund and hope that we would get a response back to our feedback listed in this email.

Thank you for making us aware of the complaint our customer, Tammy Booze flied with your office. Our Gilbert location always strives for excellent service, and we appreciate the opportunity to respond.Please see copy of membership agreement that was signed on 1.3.17. "If you c ncel this contract...

within the three day period, you are entitled to a full refund of your money,"A cancellation  request form was signed on 1.15.17, which Is not Inside the 3•day period tocancel.We hope that this has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.I have received the check this morning at 9:30am by going to the gym. It took a while, but I did receive it. I am sorry it had to come to this. Brian said he kept emailing Aaron all along this journey and they told him they mailed another check on 4/27/16. Which they are saying they didn't do. I am happy this nightmare is over!
Regards,
[redacted]

[A default letter is provided here which indicates your...

acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

32.85 has been refunded back to the member as of today by one of customer service reps.

Thank you for making us aware of the complaint our customer, Ms. [redacted]   filed with your office. Our Glendale, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond. We apologize to Ms. [redacted] for the delay...

on her refund. Our accounting department will issue and mail a refund check to Ms. [redacted]'s husband since the agreement in questions is under his name, this week.  The total amount refunded back will be in the amount of $480.00 which is for the last two personal training payments that were made on Mr. [redacted]'s account.   If there are any complications please contact us at the number below. Once again, we apologize for the delay. We trust that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise.[redacted]

Thank you for making us aware of the complaint our customer, [redacted] 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. [redacted] did fill out his personal training can,ellatlon In  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$540.00 and mailed a check to the address that Mr. [redacted] has on file.  He should receive this within 5-10 business days.Mr. [redacted] was refunded the total amount of $540.00 In which was drafted from his account.We hope that this has been amicably resolved, and we will consider this matter closed unlessnotified otherwise.

See second page of agreement, Letter T "A member may receive a refund only when executing the mandatory three day right of cancellation.  All prepaid membership fees are nonrefundable."  This agreement which was purchased on 9/24/2015 for 26 sessions was a paid in full...

agreement.

We have reviewed the account and have processed a refund in the amount of 240.00 since the other 240.00 was already returned back to the account.  This refund will be placed in the mail today.  We have called to verify the correct mailing address on file and spoke with Pooja...

at ###-###-####.

Hello,We did respond to the customer on Monday, July at 10:AMThe email is copied below:Digital DownloadMon 07/13/10:AM" title="Message to: [email protected]" "box-sizing: border-box cursor: pointer; outline: 0px; display: block; position: relative; float: left; padding: 0px 4px; white-space: nowrap; line-height: 25px; height: 25px; margin: 0px 7px 1px 0px; overflow: hidden;">"Empire Photography" Hello,I am writing you regarding your recent purchase of a Digital Download from usWe understand you received the incorrect imageWe would like to resolve this issue with you by sending you the image you thought you had orderedIn order for us to send you the image we need to confirm you have not disputed the charge with Pay PalIf you have already disputed the charge and have received a refund from them please call our office so we can place a new order for you. Thank you,Empire Photographywww.empirephotos.comWe were waiting to hear back from the customer in order for us to proceed properly and are still waiting to hear from them so we can resolve this issue.Thank you,Empire Photography

RE: Complaint ID #  [redacted]   Thank you for making us aware of the complaint our customer, filed with your office. Our Gilbert, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond.   The client states she received a copy via...

fax/email, but she has no email listed on her original agreement nor does she have one listed currently on her account.   Is she able to provide the faxed copy with the cover page that came with it? Or was the copy in hand the copy she received POS?   She trained 4 times and did not request a copy during this time again.   She was not charged $65 for anything either. She was charged POS for her down payment of $19 and charged accordingly monthly for her membership aside from that at $20/monthly.   Please see attachments of the membership and personal training agreement that was signed by the member.   We trust that this issue has been amicably resolved, and we will consider this matter closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have...

determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is extremely disappointing.  Please refer to an email I sent to [redacted]@fitnessworks.com dated Monday July 6, 2015 with 8 pages of bank statements attached (for account which my debit card ending in [redacted] corresponds with) which I sent to [redacted].  I already emailed her my account statements confirming the refund WAS NOT deposited into my account on May 18 or the weeks follow.You will find one page of my bank statement attached to this message.  The statement is dated from 5/12/15 to 5/27/15 and you will see that there is no credit amount for $199.50 anywhere to be seen. It should also be noted that during my conversation with customer service agent/collection agent named [redacted] (not sure about the spelling of her name) on 7/24/15 and 7/27/15, she has advised that the refund will be mailed to me, not deposited into my account.  You should probably speak to her.  She can be contacted on [redacted].  
Regards,
[redacted]

Refund of $90 was refunded back for the unused sessions that were not used and the agreement was cancelled so no further billing will occur.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] 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, I am glad to have this complaint on file, so that other customers will be aware of their unfair billing practices.
[redacted]

Original agreement was purchased on 1/4/2015.  Please see check in history of member, there were no check in's on 11/27/2015 as stated.  There were three check in's after 11/27/2015.  11/28/2015, 12/17/2015, & 2/9/2016.  Please see cancellation request that was requested on...

2/9/2016.  All cancellations that are done in a location are done electronically and once signed by member are automatically saved on their profile.  In reference to the disputed cancellation date, please see invoice page as the charges that member is disputing $59.97 have been returned to the member on 2/17/2016 in the form of a chargeback.  Therefore there is nothing to refund back and chargeback has not been disputed.  We have honored the members wishes to back the cancellation with the refund and cancellation of the membership.

Thank you for making us aware of the complaint our customer, [redacted] T[redacted] filed with your office.  Our Phoenix, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond. On 2.10.16 our customer service received a letter asking to downgrade [redacted]...

T[redacted]'s account.  However as stated in the location by our operations manager a buy down form would need to be completed.  As a letter would not be sufficient because a new agreement would had to be rewritten with the appropriate signatures.  Please see note on account.02/10/2016 03:21 PM  Member submitted cancellation by letter. Account canceled immediately. Also stated he wants to downgrade his wife's however this will not be done. We do need a downgrade form. -MW[redacted] T[redacted]'s husband account was cancelled out with no further billing on 2.10.16.  As the letter that was sent in was read incorrectly on his account.  We can reactive Mr. T[redacted]'s account if he wishes at the lower rate and process the downgrade for [redacted] T[redacted] but again Ms. T[redacted] would need to go into the location to fill out the proper form.We trust that this issue has been amicably resolved, and we will consider this matter closed.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] 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,
[redacted]