Body Renew Alaska LLC

Dear [redacted] , Thank you for taking the time to express your experience and thoughtful feedback to usAt Body Renew, we take all of our member’s feedback into considerationFeedback is extremely valued, as it allows us to grow After extensive review of the account in question, we were unable to establish an error in the processing of the account request Unfortunately, your proposed account resolution is not approved at this timeHowever, Body Renew has offered to remove the account from collections if [redacted] is willing to pay the full amount owed to Body Renew including all removal feesThe option to set up a payment plan directly with the collections agency, First Credit Services, is also available and you may contact them at 1-800-580- Body Renew sincerely apologizes if this isn’t the answer you were hoping for and hope you understand that we deeply value your relationship with Body Renew and are committed to providing you with the highest level of service with fairness and quality Thank you for your time, thoughts, and patienceIf you have any further questions or comments regarding this matter or if you’d like to set up a payment plan, please feel free to contact us at (907) 677- Best regards, Body Renew, LLC907-677-

Dear [redacted] , Please accept our sincere apologies for the inconvenience you may have experienced in respect to the rightful service you felt was not providedBody Renew genuinely values all of our members and their relationships with us After extensive review of ***’s account, we weren’t able to establish an error in the processing of the account request On 12/30/2015, Body Renew received a medical note along with a Freeze request formBoth the medical note and the Freeze request form specifically stated an extended suspension of ***’s Membership accountThe request was approved and processed for an extended five (5) month time frame with the understanding that the account would become active again on 05/23/ On 12/01/2016, the Customer Service Staff discussed all of the cancellation policies and requirements with [redacted] and then again on multiple occasions during the month of FebruaryBody Renew requires all members to submit a written notice for any action requested on an account per the agreementEach account request is processed as long as the account is in good standing with Body Renew as listed on the original terms and conditions of the agreement As of 03/03/2017, Body Renew has received a 30-day written cancellation request form for ***’s account; however, the account currently has a delinquent balanceThere is a chargeback on the February payment, as well We would love to assist you with the closing of ***’s Membership account (Agreement # [redacted] )Body Renew is willing to waive the 30-day notice as a courtesy, allowing the February 23rd invoice to be considered the final payment on the cancellation if the delinquent balance of $is paid by 03/23/Please contact our office at [redacted] to remit payment at your earliest convenience ***’s account has not been forwarded to a collections agencyABC Financial is a third-party billing agency associated with Body Renew and handles the processing of billing on Membership accountsIn addition to the billing portion, they also contact members using the information on file to inform them of any insufficient information or payment delinquency on the account Body Renew always aims to provide the highest level of service by going above and beyond to accommodate our member’s needs with fairness and equalityThank you for your time and patience, we look forward to hearing from you soon Best regards, Body Renew, LLC [redacted]

Hi [redacted] , Attached is your Personal Training agreementA copy of your agreement was e-mailed to the e-mail provided at the time it was completed, this is an automatic featureWe provide these copies to give members a chance to review their agreementsOur employees are well trained and versed in our sign up processIf any misunderstanding may have occurred, we sincerely apologized On December 30th, 2016, you signed up for four sessions a month for a commitment of months with the General Manager of our Wasilla locationYour Personal Training was not schedule to start until February 1st, Prior to February 1st, our records show you did attempt to schedule sessions, we do realize this may have been a factor in the scheduling issues, as our Trainers do look into accounts to see if sessions are available before trainingIn addition, we did have Trainers departing from Body Renew on short noticeWe would like to ensure you have not been charged for any Personal Training sessions that have not been completed Due to these scheduling issues you voiced to our Customer Service Manager on February 12th, we made your first month complimentaryBefore we could refund your dues, you disputed your invoiceYour sessions from February are available and ready for your useWe are extremely sorry for the issues you endured and we would like to provide you with a better training experienceWe do have a Trainer available for you In regards to your membership, when talking to the Customer Service Manager, she did send you payment history of your account via e-mail, in addition to refunding a service charge of $applied to your account in November for your card on file declining, after dues attempted to chargeShe also refunded the late fees that were acquired in October totaling to, $ In February you annual fee of $was applied, this charge was disputed, and at this time your membership does reflect a balance of $We do have your membership cancellation on file, and in order for the request to be approved your membership has to reflect a $balance Please contact ABC Billing at (888) 827-or our Customer Service Office at (907) 677-to settle your past dueNo charges applied to your membership have amounted to $Since your membership has invoice a total of $for your monthly dues and your annual feeAttached is a copy of your membership agreement for your review

Dear [redacted] , Please accept our apologies for the wrong year being represented in the prior messageWe do acknowledge your Personal Training agreement was signed in 2015, not Please send over any audio recording of your sign up process to [email protected], or you may provide it in person at your local Body RenewIf any information is stated incorrectly, we would like to address the issue immediately and look further into it as well as, use the recording as a developmental tool Best Regards, Body Renew Alaska Management Team

Body Renew has taken the time to conjunctively work with your Personal Trainer to research text conversationsWe were unsuccessful at locating any conversations regarding the cancellation of your servicePlease provide your record to us at [email protected] for further research

Complaint: [redacted] I am rejecting this response because: Lack of facts in this matter, complete and utter failure on the part of your employees, not logging my request to cancel in October, lying to me about having it taken care of and someone will call me This is a complete breakdown on your employees partMy trainer at the time even remembers me requesting to cancel my training and I have that it a text from herI would be happy to supply that if requested My offer to resolve this is to pay for November as that would be my day cancelation period and you delete the past due from my account past that, i.eDecember 2015, January and now you've added February Sincerely, [redacted] ***

Dear [redacted] , Please accept our sincere apologies for the inconvenience you may have experienced in respect to the explanation of our servicesThank you for providing Body Renew with information on your experience, we are apologetic for the way you feel about our servicesBody Renew has no intentions of misrepresenting our services or misleading our members Attached is a copy of your Membership agreement so that you may review the terms and conditionsTowards the end of the contract you will find it discloses, “Cancellations must be requested with a day notice; meaning if approved the cancel will process days from the next bill date..” Terms of cancellation are listed on your agreement which you have signed acknowledging In regards to your cancellation request and a final payment, your confirmation e-mail is correctOn 05/05/2016, a cancellation request form was submitted, with a final invoice date of 06/01/with your membership expiring on 06/30/per the cancellation terms listed aboveConfirmation notifications are sent to members to notify members that Body Renew received, approved, and processed the cancellation request submitted The Body Renew Cancellation Request reads, “Please note this is a request and will be processed on approval as long as the account is in good standing with Body Renew and cancellation complies with Body Renew’s cancellation terms as listed above.” Also attached is a copy of your Body Renew Cancellation Request form so that you may review Body Renew cancellation policies and proceduresWe have verified the cancellation form dated for 05/05/has sufficient signatures acknowledging all terms We deeply value your relationship with Body Renew and are committed to providing you with the highest level of serviceWe value all of our members equally, as they have taught us, helped us grow, and help us continue to growThank you for your time, thoughts, and patienceIf you have any further questions or comments regarding this matter, please feel free to discuss it with us at [redacted] [redacted] Body Renew Alaska Area Manager [redacted] ~If you want to change the way people respond to you, change the way you respond to people!

Dear [redacted] ***,Body Renew recognizes that you have taken time out of your day to express your concernsWe thank you for your deeply valued feedback As a business, Body Renew has rules, guidelines, and agreements in place to avoid any misrepresentationBody Renew also has specific fees set forth for all membersWe sincerely apologize if you were inconvenienced by our policies and feesIt is not our intent to make an appreciated member feel inadequate We are glad we were able to reach out to your wife, [redacted] , to answer any questions and concerns about our agreements, as well as, our policies and feesWe understand they may not have been the answers you were hoping for as we acknowledge your frustration with a few of our policies and regulationsHowever, we would like to reassure you that we deeply value all of our members and aim to provide the highest level of service with fairness and equality As previously offered, Body Renew has credited $on both Membership accounts and it will appear back onto your card within 3-business days from todayYour Membership cancellations have been approved and processed with a final payment set for June 29, Although your final payments have already been taken care of at the initial time of sign up, you will have access to the facility until July 28, Thank you for your time and patience, we value your feedbackIf you have any further questions or comments regarding this matter, please feel free to discuss it with us at (907) 677- Yours in service, Body Renew, LLC.907-677-

Dear [redacted] , Thank you for providing Body Renew with information on your experience, we are truly sorry you feel that way about usBody Renew genuinely values all of our members and their relationships with usWe have no intentions of misrepresenting our service or misleading our members All Body Renew staff members are trained on the different terms and conditions of the agreement to properly inform our members of the appropriate actions to take with each different requestThe information provided to you by our wonderful Customer Service staff is accurateThe cancellation procedure requires all members to make a final payment on all cancellationsAlso, all members are responsible for an annual enhancement fee as long as they are a current Body Renew member per the agreement Your Body Renew Membership (agreement # [redacted] ) cancellation request has been processed with your final payment clearing as of 02/22/Unfortunately, there was a chargeback on your end causing the account to remain active longer due to a delinquent statusDuring this time, a payment totaling $drafted for the 02/20/membership invoice, a late fee, and the remainder of your delinquent balance Body Renew always aims to provide the highest level of service by going above and beyond to accommodate our member’s needs with fairness and equalityWe have refunded back to you $54, the payment taken for the 02/20/membership invoice as a result of the account being active during the time the draft was set to take placeYour refund will appear back onto your card within 3-business days from today Our records indicate a phone call to our Customer Service department on 02/23/2017, in which the efforts of the representative assisting you were met with hostility, harassment, and profanityWe take pride in ensuring a friendly and welcoming environment for everyone, including our staffWe are unable to assist our members productively if we aren’t given the opportunity to relay all the required information needed for member’s accounts and requests Again, Body Renew sincerely apologizes for any inconvenience as we truly value all of our members equallyThank you for your time, we wish you the best on your fitness journeyIf you have any further questions or comments regarding this matter, please feel free to discuss it with us at (907) 677- Best regards, Body Renew, LLC907-677-

Dear [redacted] ***, Body Renew recognizes that you have taken time out of your day to express your concernsPlease accept our sincere apologies for the inconvenience you may have experienced in respect to the explanation of our servicesBody Renew has no intentions of misrepresenting our services or misleading our members Upon review of your complaint, we feel it best to define what our annual enhancement fee exactly isBody Renew memberships require enhancement fees to ensure that your monthly rate is locked inThese dues also contribute towards maintenance, and help provide new equipment to the facility for our members usePlease think of it as a community charge, to ensure the facility is kept at the best condition The annual Enhancement Fee is required of all active Body Renew members as listed on the agreement in which you have signed acknowledgingAlthough it does not specify a dollar amount, you are still responsible for a feeWe reassure you the fee is indeed $for all members and only drafts once a year on all accounts Unfortunately, a refund is not approved at this time; but we have applied a $discount towards your June Membership dues for the inconvenienceYour next draft is set for 06/29/for $We were unable to locate your wife’s information in order to apply the $discount on her account, but please contact our office at 907-677-to ensure she receives her credit We deeply value your relationship with Body Renew and are committed to providing you with the highest levelAgain, thank you for providing valuable feedbackOur member’s feedback is the most importantIf you have any further questions or comments regarding this matter, please feel free to discuss it with us at (907) 677- Yours in service, Body Renew LLC907-677-

Dear [redacted] , Body Renew recognizes that you have taken time out of your day to express your concernsWe thank you for your deeply valued feedback As a business, Body Renew has rules, guidelines, and agreements in place to avoid any misrepresentationWe apologize if you feel it’s wrong to follow such policies set forth by our Management Team, please understand that we stand by our agreementsThe intent of our agreements isn’t to override our members but rather have a specific set of terms and conditions to abide within We have also reached out to you on several occasions to answer any questions and concerns about our agreements, in which you have acknowledged you did not readWe understand they may not have been the answers you were hoping for as we acknowledge that you disagree with a few of our systematic features and regulationsHowever, we would like to reassure you that we deeply value all of our members and aim to provide the highest level of service with fairness and qualityAt Body Renew, we take pride in ensuring our customer's satisfactionHowever, we do not provide any prolonged guaranteesWe offer all new members a three day grace period so that they may decide if Body Renew is the right fit for themBody Renew also supplies each member with a copy of the agreement upon completion using the email address they provideIt is ultimately, each member’s responsibility, to review all terms and conditions of the agreement to avoid any misunderstanding After extensive review of your account, we were able to confirm that you requested a previous cancellation on an older account (agreement # [redacted] ) and that the same rules appliedIt was during this time you were made aware of the specific terms and conditions in regards to all account cancellations and each specific requirement Unfortunately, you did not meet the 3-day rescission requirements therefore, a standard cancellation was processed along with a final paymentA refund is not approved as our agreement(s) are not usage basedHowever, we have reached out to our Midtown Club Management Team to address any ongoing issues with the lack of professionalism being displayed by our staff members Thank you for your time and patience, we deeply value your feedbackIf you have any further questions or comments regarding this matter, please feel free to discuss it with us at (907) 677-Yours in service, Body Renew LLC.907-677-

Dear Mrand Mrs [redacted] ***, Thank you for providing Body Renew with information on your experience, we are truly sorry you feel this wayBody Renew has no intentions of misrepresenting our service or misleading our members Attached are copies of both parties membership agreements so that you may review the terms and conditionsWithin the contract you will find it discloses, “I understand if this is a financed Membership and/or Personal Training agreement it will automatically convert to a month to month agreement after the initial term and will continue until I submit a day written notice of cancellation which will be effective days from the next billing date.” Terms of cancellation are listed on your agreement which you have signed and acknowledged At Body Renew, we value all of our members and aim to provide the highest level of service On 11/21/2015, freeze forms were completed by yourself and [redacted] due to financial hardshipUnfortunately, Body Renew’s Early Cancellation clause does not include or cover the loss of employment as one of the qualifying factorsHowever, both accounts were for approved, outside of regular policy, and an extended 90-day Freeze was applied to ease the financial burdenIt was communicated and reiterated to Monica on 01/20/that the accounts would become active again in March On 03/08/2016, you contacted the Customer Service office to request an immediate cancellation specifically for [redacted] accountThe Customer Service Manager informed you of the options to transfer the membership account or to perform a 50% buyout payment on the remaining agreement term as the option for an extended freeze had previously been utilizedYou confirmed that you’d speak with your wife and then stop into the local facility by 03/17/to proceed with your choice of the previously mentioned optionsUnfortunately, Body Renew did not hear back from either party in regards to your request to cancel [redacted] account Body Renew has done everything they are able to do to assist you and [redacted] with alternative account resolutions while recently met with hostility and profanityWe take pride in ensuring a friendly and welcoming environment for everyone, including our staffWe are unable to assist our members productively if we aren’t given the opportunity to relay all the required information needed for member’s accounts and requests If you have any further questions or comments regarding this matter, please feel free to discuss it with us at (907) 677-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Dear [redacted] ,Please accept our sincere apologies for the inconvenience you may have experienced in respect to the rightful service you felt was not providedAt Body Renew, we take pride in ensuring our customer’s satisfactionUnfortunately, we have no prior knowledge and are unaware of such a Beneficiary/Payee agreement in placePlease allow us to help resolve this situation by having you contact our office at [redacted] to speak with a Manager at your earliest convenienceWe deeply value all of the relationships established with each Body Renew member and are committed to providing the highest level of service with fairness and equality simply because our members deserve the very bestBody Renew recognizes that you have taken time out of your day to express your concernsWe thank you for your feedback, and we look forward to hearing from you soon!Best Regards,Body Renew, LLC[redacted]

Complaint: [redacted] I am rejecting this response because: The phone number Body Renew called was no longer my personal numberI also informed, the day I cancelled my membership, your staff that I would no longer reside at the resident you had on fileI specifically said I was leaving the state and PCS moving to FloridaIt was Body Renews lack of using all available resources and contacts provided to them to contact meMy email is completely validYour company took 1/months to contact me via email demanding moneyAs I said before, had you contacted me sooner, exceeding ALL of your options, especially since they immediately failed, and emailed me of the situation I would have gladly paidTwo and half months later, one and a half months since "payment due", you're a huge inconvenienceStaff was unprofessional, except for the Customer Representative ManagerI was given compensation for the inconvenience and provided alternatives, only to payAs a customer and gym member, I feel that this company is run very poorlyThey have lost me as a future customer, and quite a few military members and friends of mineIf fast food industries mess up an order, the customer is valued and given respect and compensation of some sortThey aren't devalued over the phone by poor customer representativesI will be the first to admit that it may not always feel that the customer is right, however if a customer is provided with inconvenience they are taken care of, so as not to lose them as a future customerSincerely, [redacted] ***

Dear [redacted] , Please accept our sincere apologies for the inconvenience you may have experienced in respect to the customer service in the Body Renew Customer Service DepartmentIt is not our intent to make an appreciated member feel inadequate, we are deeply apologetic Attached is a copy of your Membership agreement so that you may review the terms and conditionsEach Body Renew Agreement requires a 30-day written notice from the next bill date, making the member responsible for a final payment The final bill date is contingent upon the accounts’ compliance with Body Renew’s cancellation terms as listed on the original agreement and is processed as long as the account is in good standing with Body RenewTerms of cancellation are listed on your agreement which you have signed acknowledging.On January 23rd, 2017, a 30-day written cancellation request form was submitted for your Body Renew Membership account (Agreement # [redacted] )Body Renew staff members are trained to inform member of the specific details of written request such as the current account status, additional documentation, next set invoice payment, and accessibility expirationThe Customer Service representative assisting you quoted your final draft on the account would be set for February 1st, in the amount of $However, the final payment was not satisfied per the cancellation requirements and your agreement On February 13th, 2017, the Customer Service Manager assisted you with your account requestUnfortunately, your request to waive the final payment was not approved and we sincerely apologize if you feel you did not get the service you felt you deservedBody Renew values all of our members equally and aims to provide the highest level of service with fairness and equalityPlease note, our efforts to assist you with your account were met with hostility and profanityWe take pride in ensuring a friendly and welcoming environment for everyone, including our staffWe are unable to assist our members productively if we aren’t given the opportunity to relay all the required information needed for member’s accounts, requests, and resolutionsIn regards to your collections agency concern, ABC Financial is our third party billing agency whom does the actual drafting for all member accountsIt is standard protocol to contact all members to inform them of any insufficient status and/or information on all accountsAs this time, your Membership account is pending cancellation upon receipt of your final paymentTo ensure your request is completed, please contact our Customer Service department at 907-677-to process your payment of $Please let us know if you have any further questions or concerns about this matterThank you for your time and patience, Body Renew truly values your relationship.Yours in service, Body Renew, LLCPhone: (907) 677-2567Fax: (907) [email protected]

Like I said before I didn't deny what was offered to me, because what was offered to me was the ability to pay months at $per month that Sabrena had verbally agreed with me on the phone So we scheduled an anppointmentI came in to speak with Nick and was offered a totally different agreementNone of which we had agreed upon previouslyThat is not my fault and I should not be charged for your lack of due diligence Do not tell a customer and PROMISE that you will work with them on a specific plan and then change it behind their backWhat's even more sad is the fact that she knew it was going to be rejected but decided not to inform me about itShe didn't even inform me that it first had to get approvedDo you expect that I would have just been pressured into paying for months at $160! That is why I am here complainingThat is not working things out with a customerThat is not offering me a better dealI wanted months ONLY for $TOTALSo divided by months is $per monthAlectra changed my contract because this is NOT what I signed up for What I also don't get is that you want to charge me for personal training and I have and will not use your servicesBecause it is not what I agreed upon There is NO sign of Body Renew trying to help me outI wanted to pay my months for $and that's itThat's what I signed up for Not months at $per month etc etc How is that saving me financially?! Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

Dear ***, Body Renew has reviewed your account and disputeI have attached a copy of your Personal Training agreement Body Renew employees are trained and updated on Body Renew processesIn your agreement you will find a written day notice is required to cancel your Personal Training service Your check in history does not indicate you were at our facility in the beginning of October In October we did not receive any requests for your service to be canceled; due to this, your training remained active until we received documentation from you in January Your final bill date was scheduled for February 1st 2016, although Body Renew normally requires billing services to be up to date and current Included in Body Renew agreements and the cancellation process is that an account must be current in order to cancel a serviceYour account reflects chargebacks for November, December, and January, causing a past due balance In addition, February is past dueYour Personal Training service reflects four and half months of delinquency In regards, to your message about Bank of America, Body renew has yet to be contacted by your credit card company regarding your account After you spoke with the Customer Service Manager on February 15th, it was decided to continue with the cancellation and disregard the delinquency of the accountHowever, the past due does have to be satisfied in order for the service to settle the account Body Renew submits accounts to a third party collection company if the account remains delinquent for more than days It was noted a man you placed on the phone during your conversation with the Customer Service Manager requested a higher member of management than the Customer Service ManagerBody Renew does have a management team that researches accounts and provides the best possible resolution for the company and the member Body Renew does value accommodating our membersIf there a payment plan you would like to inquiry about, please let us knowYou may contact our Customer Service office at (907) 677-for further details ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Dear [redacted] Please accept our sincere apologies for the inconvenience you may have experienced in respect to the rightful service you felt was not providedBody Renew has no intentions of misrepresenting our service or misleading our membersAt Body Renew, we take pride in ensuring our customer's satisfactionHowever, we do not provide any prolonged guaranteesWe offer all new members a three day grace period so that they may decide if Body Renew is the right fit for themBody Renew also supplies each member with a copy of the agreement upon completion using the email address they provideIt is ultimately, each member’s responsibility, to review all terms and conditions of the agreement to avoid any misunderstandingBody Renew can confirm that the Training Agreement was sent via email on August 5, using the personal information on fileWe have also taken the liberty to attach an additional copy of your agreement for your reviewBody Renew employees are trained and consistently informed of updates when it comes to our processesIt is protocol for our Management Staff to research and review account details to acquire an alternative resolution on a case by case situationIt also isn’t unusual that each member expresses their resolution preferences and our staff shares the possible outcomes as we do our best to accommodate our member’s requestsEach situation is different and warrants a different type of approval by our Administrative Management TeamOn August 23, you spoke with our local South Anchorage General Manager, as well as, the Customer Service Manager in regards to your Personal Training accountWe were informed of your specific times and days to train onAfter researching your account inquiry, one of the Managers at our local South Anchorage facility volunteered to train with you while he awaited the transfer of a new trainer from a different clubHe did his best to accommodate you with the mutual understanding that your official trainer will be available on September During this three week transitional time period, we confirmed a few appointments that were booked based on your preferencesWe also acknowledge that one of the appointments were rescheduled with your confirmation for a different time, but for the same day as your original appointment dateWe sincerely apologize for any inconvenience and we hope you understand that life sometimes happens and our staff members also experience personal emergenciesThe Manager training with you continued to reach out on multiple occasions to follow up with you and to schedule a few more appointmentsUnfortunately, you cancelled your remaining appointments stating a cancellation requestUnfortunately, your request to be relieved of your contractual agreement with Body Renew is not approved at this time per your agreementYou will find in your Personal Training agreement that your service is not that of a specific trainer but a service through Body RenewThis means your service agreement may continue with multiple trainersAs a testament to our strive for excellence, Body Renew would like to offer you three complimentary training sessions for any inconvenience you may have experiencePlease contact your local facility at [redacted] to schedule an appointment, your trainer is excited to work with you! Body Renew values all of our members and aim to provide the highest level of service with fairness and equalityWe acknowledge your frustration and sincerely apologize if this isn’t the alternative resolution you were hoping forPlease contact our office at [redacted] to further discuss this matterWe thank you for your time and patience; we look forward to hearing from you soon!

Dear Mr [redacted] , I have attached your membership agreementAll the terms of cancellation are included in your agreementIn order to cancel your membership it must be current On June 25th, you placed a call to our customer service department verbally requesting to cancel, at that time the month of June was outstandingThe customer service representative you spoke with instructed you to pay your past due and send in a written request to cancel On June 30th, Body Renew received your written request to cancel via e-mail however, the membership was past due therefore your request was not processedBody Renew has made multiple attempts to contact you in regards to resolving your past due To cancel your membership please pay your past due for June and JulyOnce you pay your balance, your membership cancellation request will be processed immediately with nothing further dueTo make you payment please contact [redacted] Sincerely, Management Team Body Renew Alaska, LLC