Body Renew Alaska LLC

Complaint: ***I am rejecting this response because:
My report was not "feedback", it is documentation of the extortion that BR fitness puts its members through. This cancellation has already been processed and accepted on the 6th of may, so this idea that you need an extra month to figure things out is complete nonsenseIt did not take you a month to begin charging me, it shouldn't take a month for you to stop!
I cancelled my membership from a competing gym "***" not long ago and their business is able to run without charging any hidden cancellation feesI've already had a few friends decide to go with *** instead of BR fitness due to my experience, and I'll continue to turn people away from these shady tactics designed to impose a cancellation fee
The content of the email I received on May 6th:
"
Your cancellation request has been approved and processedYour final bill date will occur June 1st,Your membership will be available until June 30th,Please let us know if you have any questions or concernsThank you for including Body Renew in your fitness journey!
"
Sincerely,*** ***

Dear *** ***
Body Renew recognizes that you have taken time out of your day to express your concernsWe thank you for your deeply valued feedbackWe sincerely apologize for any inconvenience you’ve experienced in respect to the explanation of our servicesIt is not our intent to make
an appreciated member feel inadequate
As a business, Body Renew has rules, guidelines, and agreements in place to avoid any misrepresentationThe intent of our agreements isn’t to override our members but rather have a specific set of terms and conditions to abide withinBody 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 acknowledge that your Personal Training agreement was approved for a month Freeze from November through April Unfortunately, the medical note received at that time was not sufficient for a cancellation per the terms and conditionsHowever, the Customer Department reiterated this information to you during the phone call conversation which took place on October 10, This information was also confirmed via e-mail
In regards to an alternative account resolution, we would like you to know that Body Renew is going above and beyond to assist youEach account has different circumstances and must be reviewed on an individual, case by case, basisBody Renew has offered to honor and backdate your account cancellation with June being your last and final month in term
We have received your cancellation request, along with your newly submitted medical noteYour Personal Training agreement (Account #***) is now cancelled with a final payment of June 1, per the alternative resolution offered by Body Renew
Currently, you have training sessions available to be transferred to a person of your choiceTo proceed with a session transfer, please stop into your local Body Renew facility and submit a written Transfer request formWe were unable to establish any transfers ever made on your account; however, we were able to confirm that last training appointment you approved was set for October 15,
In respect to our employees, Body Renew is not at liberty to discuss anything pertaining to the individual employment statuses of our Team MembersAlthough, we would like to assist in putting one of those rumors to restYou are correct, you may not see a few of the familiar faces you remember in your local facility as a few of our Sales Team Members have been reassigned to different facilities as necessary for support and assistance with Body Renew Team goals
Body Renew truly values all of our members and aims to provide the highest level of service with fairness and equalityThank 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 *** ***
Yours in service,
Body Renew, LLC

Dear *** ***, Thank you for providing Body Renew with information on your experienceBody Renew has no intentions of misrepresenting our service or misleading our membersAt Body Renew, it is protocol to create notes on a member’s account about any action, change, or occurrence to an accountABC 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 on the accountOn 06/03/2016, a voicemail was left per a call from the billing agency informing you to contact Body Renew at your earliest convenience as the final payment had now been considered delinquentOn 06/07/2016, a letter was sent out using the address on file stating the previous informationOn 06/13/2016, another call was placed using the information on file which resulted in another voicemail message per no contactOn 06/14/2016, a second letter was sent out asking you to contact us at your earliest convenienceOn 06/17/2016, a call was placed but no contact was made with member so a voicemail was notedOn 06/21/2016, another call placed, no contact with member, and voicemail notedOn 06/23/2016, one of the letters sent out using the address on file were flagged and returned to sender as a “bad address”On 06/27/2016, call placed using information on file but no contact was madeDetailed voicemail left for member about contacting Body Renew about accountOn 06/29/2016, the second letter was returned to sender and flagged as bad addressOn 07/01/2016, another call placed using information on file, no contact made with memberOn 07/07/2016, call placed, no contact, message leftOn 07/12/2016, call placed but no contact made with memberOn 07/14/2016, a call was placed but no contact was made with member so a voicemail was notedOn 07/19/2019, another call was placed but no contact madeA club staff member emailed you about your account delinquency and you respondedTo date, your final payment is satisfied and your Body Renew Membership account is cancelled effective immediatelyWe deeply value your relationship with Body Renew and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to discuss it with us at *** ***

Dear *** ***,
Please accept our sincere apologies for the inconvenience you may have experienced in respect to the rightful service you felt was not provided
At 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 has spoken with you on multiple occasions in regards to your Personal Training agreement, in which you have acknowledged you did not read
Body 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 Team
Your request to be relieved of your original contractual obligation with Body Renew is not approved per your agreement on fileYou will find in your Personal Training agreement that your service is not based on non-payment or non-usageThis means your service agreement will continue to accrue charges and will eventually be returned for collections for non-payment if this matter isn’t taken care of by March 15,
As a testament to our strive for perfection, Body Renew is still willing to assist you by offering to reconfigure your existing Training package to help you manage your monthly paymentsPlease understand, your commitment period is extended with this option because your monthly payment is lowered to fit your financial budget per your requestAlso extended to you are your options to utilize your 30-day complimentary Freeze or a 50% buyout payment arrangement for your agreement
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 907-677-to proceed with one of the previously listed options
We thank you for your time and patience; we look forward to hearing from you soon!
Yours in service, Body Renew, LLC Phone: (907) 677-Fax: (907) [email protected]

Complaint: ***I am rejecting this response because: I was not satisfied with the outcome of the Body Renew gym issueI paid them, however, I was unaware how the Revdex.com work and I was worriedI did not want to wait because I'm honestly unaware about how collection or unpaid bills worksSo I paid the money, hoping that it wouldn't hurt my creditHowever I still feel that because of the amount of time it took to notify me, (even with a valid email that they had), was over one month and daysThe company has inconvenienced me with this delay I am the customer, they are there to provide a business, and you do not run a business by saying "sorry we are unable to track our finances better, as of two months and days ago you owe us 44$.) It is unacceptable that the staff had no compromise except to "pay in full to close the account".Sincerely,*** ***

Complaint: ***
I am rejecting this response because:At the time of signing *** told you he did not want the extended membership and did not initial the paperwork, also B/R has never talked to me, only ***As payee, my due process was denied me by ABC body renew and B/renew
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:It would seem as you once again are not on top of things with my accountThe second account under my sons name was transferred to another individual last Wednesday who already regrets assuming the accountI requested a copy of the transfer and your employee handed me a freshly printed copy with the assuming party's credit card number in full on the formI looked at your employee and also the assuming party and said "I'm a trustworthy person but do you really think you should give me her credit card number?" Your employee then took a black marker and tried to make it not viewableWhen asked when my last charge would be, I was told June and that my son could continue to use the facilities up until thenThe assuming party was told her charges would begin the following month and that her son could come by and get a key cardI questioned your employee on the fact that my child who is the same age as her child was told he wasn't eligible for a key card as he was a minorYour employee then said "oh yeah I guess that is right." The assuming party contacted me two days ago as Body Renew charged her for the membership monthly fee starting in MayGood news for me! Bad news for her! I of course am completely satisfied now as some other unsuspecting individual is now stuck in the conflicting mess I was inI'm not happy for her but I am happy it's no longer meI offered to help her out with the charges since it's completely the opposite of what your employee told both of usBut that is between her and IAs for your business, I'm not sure how you manage your way out of bed, let alone a business but hey....good luck with that!!Sincerely,*** ***

Dear *** ***,
Please 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 service or misleading our members
Attached is a copy of your signed
Personal Training agreement for your review of the terms and conditions of your agreementAfter careful review of your account, we acknowledge your Personal Training agreement is for twelve (12) training sessions a month, for a period of three (3) months
The Customer Service Manager contacted you about your personal training agreement per your request. At that time your current agreement and the alternative options were discussed and provided to youUnfortunately, you denied the offer to downgrade your personal training package which includes reducing your monthly invoice amount by extending the length of your agreement, which has left your current Body Renew agreement active and in delinquent status
Body Renew is still willing to downgrade your current personal training package to make your monthly payments more affordableAlthough this will aid in your financial situation, please note that it will extend your commitment period out depending on the specific reconfigured package approved by Body RenewPlease contact our office at 907-677-at your earliest convenience to proceed with your downgrade option
We acknowledge that you are frustrated and reassure you that we aim to provide the highest level of service. At Body Renew, we 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 resolutions
Please feel free to contact our office at 907-677-if you have any questions or would like to discuss this matter furtherThank you for your time, we look forward to hearing from you soon!
Yours in service, Body Renew, LLC Phone: (907) 677-Fax: (907) 677-***@bodyrenewalaska.com

Dear *** ***,
Please accept our sincere apologies for the inconvenience you may have experienced in respect to the Customer Service in the Body Renew Billing DepartmentIt is not our intention to make an appreciated member feel inadequate, we are deeply apologeticBody Renew recognizes
that you have taken time out of your day to express your concernsWe thank you for your deeply valued feedback
We have attached your Membership agreement so that you may review the terms and conditionsTowards the end of the contract you will find it discloses, “I understand that I am able to cancel my membership with Body Renew if I move more than miles from any locationI must provide a written cancellation request and proof of relocation officially stating my new residenceExample: Utility bill, Rental Agreement, Lease Agreement, Military OrdersFor College students we accept a copy of class schedule letter or Proof of room and board at college.” Terms of cancellation are listed on your agreement which you have signed acknowledging
After researching both accounts, Body Renew acknowledges one account is still within a commitment periodAll agreements, while in a commitment period, require
sufficient/supporting documentation for cancellationCancellation request forms are only good for days from the final draft dateFor example, if a request is submitted with a
final payment set for May 10th, the member will have until June 10th to submit all cancellation requirementsProof of relocation aids in the cancellation process as it provides a
time and date stamp to reference while closing an accountAn approved cancellation is processed within a timely manner and is effective based on the information provided on the proof of relocation
Your cancellation form has been received and will be processed in a timely mannerPlease provide proof of relocation by the deadline to ensure your cancellation request is processedWe 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 our Customer Service Department at (907) 677-

Dear *** and *** ***, Thank you for bring this matter to our attention; it’s disheartening to hear that one of our members (or extended family members) may’ve experienced some inconvenience in respect to the rightful service they felt was not provided At Body Renew, we value all
members and aim to provide the highest level of service with fairness and qualityOur company’s commitment to serving members and providing life changing experiences for our clients is unwavering As a business, Body Renew has rules, guidelines, and agreements in place to avoid any misrepresentationWe apologize if you disagree with such policies set forth by our Management Team, but 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. After extensive review of the account in question, we were unable to establish an error in the processing of the member’s account request(s)We can confirm that a hard copy paper request form was filled out by *** and submitted on August 15th for recurring Childcare serviceThe request form was filled out in person, also confirming that *** had access to the physical document while signing, acknowledging all terms and conditions of the recurring service agreementAttached, you will find information and documentation supporting our findings Body Renew offers quite a few options in respect to Child Care ServicesMembers have the option to purchase a punch card, pay for a single visit, and/or sign up for a recurring serviceUnfortunately, there is no indication anywhere on the account or in the paperwork that relocation was set to happen until August 27th We recognize you do not feel it fit to be subject to the final payment that was appliedWe apologize for the frustration, and understand how the charge may not make sense as you are canceling Each Body Renew Service requires a final bill date to ensure cancellations are processed correctlyIn order to stop recurring billing, cancellations must be processedOur company processes all cancellations manually with care, looking into each accountA final bill date allows Body Renew to process each cancellation in a timely fashion while eliminating the chance of error. If would like to discuss this matter further, please feel free to contact our office directly at 907-677-***Thank you for your time and patience, we wish you the best on your fitness journey! Best regards, Body Renew, LLC907-677-***

Dear *** ***,
Thank you for your contacting us in regards to your Membership account (Agreement #***)Please accept our sincere apologies in respect to your cancellation request, policy, and procedureIt is not our intent to make an adequate member feel unappreciated
After
extensive research of your account, we were unable to establish a previous cancellation on your behalf prior to the form you submitted at the beginning of this monthHowever, your cancellation request approved and processed with a final payment set to draft on June 28, in the amount of $and your Membership account expiring on July 27,
We deeply value your relationship with Body Renew and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to discuss it with us at (907) 677-Thank you for your time and patience, we wish the best on your fitness journey!
Yours in service,
Body Renew, LLC
Phone: (907) 677-

Dear *** ***, Thank you for bringing this matter to our attention; it’s disheartening to hear that one of our members (or extended family members) may’ve experienced some inconvenience in respect to the rightful service they felt was not provided At Body Renew, we value all
members and aim to provide the highest level of service with fairness and qualityOur company’s commitment to serving members and providing life changing experiences for our clients is unwavering On November 25, a 30-day written cancellation request form was submitted and processed for *** ***’s Body Renew Membership account (Agreement #***)Our club staff 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 young lady assisting *** confirmed that her account was current and that the final payment would draft on December 16, However, the final payment was not satisfied per the cancellation requirements and the agreement On December 19, 2016, ABC Financial, our third party billing agency, began contacting *** using the personal information on fileThis information is indicated and confirmed by notes logged on your account, as well as, your own admissionThe frequency of the attempts to contact *** were one to two times a week either via call, text, email, and physical address on file On January 10, 2017, *** received the delinquent text message notifications and opted out of the text message systemAt that point, we continued to send out letters, calls, and emails to inform her of the delinquent status on the accountUnfortunately, Body Renew never heard back from you or *** until April 8, 2017, days after the Membership account had already been forwarded to a collections agency Body Renew is still willing to assist with the closure of the account in questionAlternative resolutions are specifically created on a case by case situation as each account has its’ own set of circumstancesWe are willing to remove the account from collections if *** is willing to pay the full amount owed to Body Renew including all removal feesYou may also set up a payment plan with the collections agency, First Credit Services, by contacting them at 1-800-580- To make a payment or to discuss to discuss this matter further, please contact our office at 907-677-Thank you for your time and patience, Body Renew truly values your relationship. Best regards, Body Renew, LLC.907-677-

Complaint: ***I am rejecting this response because:
"At Body Renew, we take pride in ensuring our customer's satisfaction."
What pride do you take in scamming your customers? In process of finalizing my personal training I had reiterated with your general manager that the amount that will be purchased was only for a total of months! Would you like for me to do that math for youthats $divided by = $per monthWhich was then changed in my signed contractHowever the amount that I signed for electronically was not the same in the contractSo you think that it is ok to tack on a "read your contract or else" so that in knowing most consumers do not read their contract, so you change that contract and try then to charge them for something they didnt sign up for OR charge them for something they havent even attendedWhat money are you losing?
"Body Renew has spoken with you on multiple occasions in regards to your Personal Training agreement, in which you have acknowledged you did not read."
Yes I did acknowledge that I didnt get to read the contractMy point in this is because my contract had changed post-conversation with the GMWhat I signed in person, is not what my contract saysPlease see the above statements once again for clarificationI see your tactics on scamming peopleBecause your contract is "binding"I do not owe you that much moneyI signed up for $for months and that is final
"Body 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 Team." If you have different outcomes then that needs to be handled approriately to your consumerBody Renew agreed to work with me and let me pay what I had originally signed up forSabrina agreed over the phone that this would be okNot once did she say that there needs to be another approval from upper managementSabrina even scheduled an appointment for me with my personal trainer to my contractI moved around my schedule to do this because,lets just face it, Body renew does not bend for their customersThere is no customer serviceUpon my arrival I was blindsided at the fact that my personal trainer had no idea what I was talking aboutHe then told me that Sabrina said there were different plans laid out for meHe insisted I call her backWhich in turn I will repeat my self once againShe even stated that she did promise me a reasonable amount but then went back on her proposal due to upper mamangement (owners) declining our agreementShe never once called to tell me thisI found out through another employee.
"Your request to be relieved of your original contractual obligation with Body Renew is not approved per your agreement on fileYou will find in your Personal Training agreement that your service is not based on non-payment or non-usageThis means your service agreement will continue to accrue charges and will eventually be returned for collections for non-payment if this matter isn’t taken care of by March 15, " I will not take matter in this because I did not request for a years worth of services from your institution! I requested months and only months of $per monthI am not paying you more money for your lack of quality assurance and lack of customer service for that matterWhere is body renews ownership in making a mistake?
"As a testament to our strive for perfection, Body Renew is still willing to assist you by offering to reconfigure your existing Training package to help you manage your monthly paymentsPlease understand, your commitment period is extended with this option because your monthly payment is lowered to fit your financial budget per your requestAlso extended to you are your options to utilize your 30-day complimentary Freeze or a 50% buyout payment arrangement for your agreement." Your "willing to assist" is not without getting a little extra money from me because thats all you people wantWhat you are wanting me to pay is not what I have agreed to from the get-go! The payment option you have provided for me does not fit my financial budgetYou dont know what my financial budget is but it did not agree to what you are proposing me or what you thought you had "intended" to sell meI solely agreed on $48- for months totaling $per monthFOR MONTHSTake responsibility for messing this upIt is not the customers faultIts your ownStop telling me personally that this is my fault because it isnt
Sincerely,*** ***

Dear *** ***
Re: Body Renew Personal Training Agreement #***
Thank you for providing Body Renew with information on your experience, we appreciate your feedbackPlease 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 service or misleading our members
After further review of your account, Body Renew acknowledges a 90-day Freeze was placed on your Personal Training Account per the freeze request form submitted on 11/02/2015, and acknowledgment that the account will resume billing on 03/01/Unfortunately, we were unable to establish a previous cancellation request on your behalf for your Training account
Attached is a copy of your Personal Training agreement so that you may review the terms and conditionsWithin the agreement is acknowledgment of the following cancellation policy, “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 30-day written notice of cancellation which will be effective days from the next billing date.”
Member's are responsible for submitting their written cancellation notice and final invoice per the agreement Body Renew is willing to compromise by doing the following for the member; waive the requirement for written cancellation notification by accepting this complaint as the cancellation and waive the day notification thus making your final personal training invoice 04/1/rather than 05/01/
Please feel free to contact the Body Renew Customer Service Department at 907-677-with any further questions or concernsThank you for your time and patience, Body Renew truly values your relationship!
Sincerely,
Body Renew, LLC
Phone: (907) 677-
Fax: (907) 677-
[email protected]

Complaint: ***
I am rejecting this response because:Again you are failing to realize your inadequcies in your own contract The stubbornness of your company over $is amazing If there was any sort of customer service at Body Renew you would have understood the issue with your contract from a legal point and resolved this complaint in a satisfactory mannerI will look forward to our time in Court together
Sincerely,
*** ***

Dear [redacted],   Thank you for providing Body Renew with information on your experience, we are truly sorry you feel that way about us. Body Renew genuinely values all of our members and their relationships with us. We 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 request. The information provided to you by our wonderful Customer Service staff is accurate. The cancellation procedure requires all members to make a final payment on all cancellations. Also, 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 02/22/2017. Unfortunately, there was a chargeback on your end causing the account to remain active longer due to a delinquent status. During this time, a payment totaling $102.50 drafted for the 02/20/2017 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 equality. We have refunded back to you $54, the payment taken for the 02/20/2017 membership invoice as a result of the account being active during the time the draft was set to take place. Your refund will appear back onto your card within 3-5 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 profanity. We take pride in ensuring a friendly and welcoming environment for everyone, including our staff. We 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 equally. Thank you for your time, we wish you the best on your fitness journey. If you have any further questions or comments regarding this matter, please feel free to discuss it with us at (907) 677-2567.   Best regards,   Body Renew, LLC. 907-677-2567

Complaint: [redacted]
I am rejecting this response because: I think you are missing my point. At no time during sign up were we informed of this fee.  Then it bills and I'm told it is stated in my contract. Which is correct it is stated in my contract that there is a fee but the amount is not stated and neither is the draft date. It simply states "indicated amount", the definition of indicated is to: point out or show. The dollar value and draft date is neither pointed out or shown.  Then you tell me that the amount was told to me at sign up however your contract states that "any verbal agreements at the time I sign this contract is not held valid under body renew policies, only the signed agreement and addendum are valid" this language alone negates your reasoning that I was verbally told the price since even if I was the contract says not valid.  Has anyone actually taken the time to review mine and my wife's contract to see why we are at this point?  I have referred my contract to my lawyer for review and he assures me it will not hold up in a court of law. I would urge you to adjust your decision and refund our fees for this year and alter our contract afterward to include the correct language. It is $58 today or hundreds if not thousands if we go to court.
Sincerely,
[redacted]

Dear Mr. and Mrs. [redacted],
 
Thank you for providing Body Renew with information on your experience, we are truly sorry you feel this way. Body 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 conditions. Within 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 30 day written notice of cancellation which will be effective 30 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 hardship. Unfortunately, Body Renew’s Early Cancellation clause does not include or cover the loss of employment as one of the qualifying factors. However, both accounts were for approved, outside of regular policy, and an extended 90-day Freeze was applied to ease the financial burden. It was communicated and reiterated to Monica on 01/20/2016 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] account. The 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 utilized. You confirmed that you’d speak with your wife and then stop into the local facility by 03/17/2016 to proceed with your choice of the previously mentioned options. Unfortunately, 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 profanity. We take pride in ensuring a friendly and welcoming environment for everyone, including our staff. We 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) 677-2567.

Complaint: [redacted]
I am rejecting this response because:There WAS an error in processing my account request, as my payment info was not updated on both of my accounts as requested, only one account was updated. As current card holder on the account, and apparently required to be present for cancellation, I received no calls nor notifications of an outstanding balance. I mentioned previously that we had been having issues with her phone service and receiving texts. Regardless, neither myself (the card holder on the account) nor Shelly received a courtesy call from a live Body Renew representative indicating there was an outstanding bill being sent to collections.   Furthermore, this would be a non-issue if Body Renew had allowed Shelly to cancel her account without me being present, as she had attempted to do months prior to the November 25th date. Due to the card on file being under my name, Body Renew employees stated I was required to be present during cancellation.  
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 provided. Body Renew has no intentions of misrepresenting our service or misleading our members. At Body Renew, we take pride in ensuring our...

customer's satisfaction. However, we do not provide any prolonged guarantees. We offer all new members a three day grace period so that they may decide if Body Renew is the right fit for them. Body Renew also supplies each member with a copy of the agreement upon completion using the email address they provide. It is ultimately, each member’s responsibility, to review all terms and conditions of the agreement to avoid any misunderstanding. Body Renew can confirm that the Training Agreement was sent via email on August 5, 2017 using the personal information on file. We have also taken the liberty to attach an additional copy of your agreement for your review. Body Renew employees are trained and consistently informed of updates when it comes to our processes. It is protocol for our Management Staff to research and review account details to acquire an alternative resolution on a case by case situation. It 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 requests. Each situation is different and warrants a different type of approval by our Administrative Management Team. On August 23, you spoke with our local South Anchorage General Manager, as well as, the Customer Service Manager in regards to your Personal Training account. We were informed of your specific times and days to train on. After 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 club. He did his best to accommodate you with the mutual understanding that your official trainer will be available on September 5. During this three week transitional time period, we confirmed a few appointments that were booked based on your preferences. We 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 date. We sincerely apologize for any inconvenience and we hope you understand that life sometimes happens and our staff members also experience personal emergencies. The Manager training with you continued to reach out on multiple occasions to follow up with you and to schedule a few more appointments. Unfortunately, you cancelled your remaining appointments stating a cancellation request. Unfortunately, your request to be relieved of your contractual agreement with Body Renew is not approved at this time per your agreement. You will find in your Personal Training agreement that your service is not that of a specific trainer but a service through Body Renew. This means your service agreement may continue with multiple trainers. As a testament to our strive for excellence, Body Renew would like to offer you three complimentary training sessions for any inconvenience you may have experience. Please 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 equality. We acknowledge your frustration and sincerely apologize if this isn’t the alternative resolution you were hoping for. Please contact our office at [redacted] to further discuss this matter. We thank you for your time and patience; we look forward to hearing from you soon!