Body Renew Alaska LLC

Dear Mr. [redacted],
 
                I have attached your membership agreement. All the terms of cancellation are included in your agreement. In order to cancel your membership it must be current.
 
On June 25th,...

2015 you placed a call to our customer service department verbally requesting to cancel, at that time the month of June was outstanding. The customer service representative you spoke with instructed you to pay your past due and send in a written request to cancel.
 
On June 30th, 2015 Body Renew received your written request to cancel via e-mail however, the membership was past due therefore your request was not processed. Body 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 July. Once you pay your balance, your membership cancellation request will be processed immediately with nothing further due. To make you payment please contact [redacted]
 
Sincerely,
 
Management Team
Body Renew Alaska, LLC

Like I said before I didn't deny what was offered to me, because what was offered to me was the ability to pay 3 months at $160 per month that Sabrena had verbally agreed with me on the phone.
 
So we scheduled an anppointment. I came in to speak with Nick and was offered a totally different agreement. None of which we had agreed upon previously. That 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 back. What's even more sad is the fact that she knew it was going to be rejected but decided not to inform me about it. She didn't even inform me that it first had to get approved. Do you expect that I would have just been pressured into paying for 9 months at $160! 
 
That is why I am here complaining. That is not working things out with a customer. That is not offering me a better deal. I wanted 3 months ONLY for $480 TOTAL. So 480 divided by 3 months is $160 per month. Alectra 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 services. Because it is not what I agreed upon. 
 
There is NO sign of Body Renew trying to help me out. I wanted to pay my 3 months for $160 and that's it. That's what I signed up for. 
 
Not 9 months at $160 per month etc etc
How is that saving me financially?!
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Dear [redacted],Thank you for providing Body Renew with your knowledge and experience. We greatly appreciate the time you have taken to allow us to correct any potential dysfunctions at our East Anchorage facility. It is not our intent to make an appreciated member feel inadequate....

 Body Renew understands your request and has agreed to meet you in the middle by waiving your final payment on the cancellation. A refund of $34 has been processed back to the card on file and will appear within 3-5 business days from today. You will still have access to the facility until March 31st, 2017. Body Renew aims to provide all of our members with a friendly and welcoming environment, no matter if additional services are purchased. We value all of our members equally, as they have taught us, helped us grow, and help us continue to grow. Please let us know if you have any additional feedback, concerns, or questions. Thank you for your loyalty and patience. Best Regards, Body Renew(907) 677-2567

Dear [redacted],
Please accept our sincere apologies for the inconvenience you may have experienced in respect to our 30 day notice guideline. It is not our intention to give an appreciated member an uncomfortable cancellation experience. Body Renew recognizes that you have taken time out...

of your day to express your concerns. We thank you for your feedback.
Upon review of your complaint, Body Renew would like to explain our reasoning behind our required notice on cancellations. Membership service requires a final bill date to ensure cancellations are processed correctly. In order to discontinue recurring billing, cancellations must be processed. Our company processes all cancellations manually with care, looking into each account. A final bill date allows Body Renew to process each cancellation in a timely fashion while eliminating the chance of error. Please keep in mind the service is available to our members till the day of expiration.
We deeply value your relationship with Body Renew and are committed to providing you with the highest level of service. Again, thank you for providing valuable feedback. If you have any further questions or comments regarding this matter, please feel free to discuss it with us at [redacted].
Yours in service,
Body Renew, LLC
[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 Department. It 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 conditions. Each 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 Renew. Terms 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 expiration. The Customer Service representative assisting you quoted your final draft on the account would be set for February 1st, 2017 in the amount of $29. 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 request. Unfortunately, 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 deserved. Body Renew values all of our members equally and aims to provide the highest level of service with fairness and equality. Please note, our efforts to assist you with your account were 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, requests, and resolutions. In regards to your collections agency concern, ABC Financial is our third party billing agency whom does the actual drafting for all member accounts. It is standard protocol to contact all members to inform them of any insufficient status and/or information on all accounts. As this time, your Membership account is pending cancellation upon receipt of your final payment. To ensure your request is completed, please contact our Customer Service department at 907-677-2567 to process your payment of $29. Please let us know if you have any further questions or concerns about this matter. Thank you for your time and patience, Body Renew truly values your relationship.Yours in service, Body Renew, LLCPhone:  (907) 677-2567Fax:      (907) [email protected]

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. At Body Renew, we take pride in ensuring our customer’s satisfaction. Unfortunately, we have no prior knowledge and are unaware of such a Beneficiary/Payee agreement in place. Please allow us to help resolve this situation by having you contact our office at [redacted] to speak with a Manager at your earliest convenience. We 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 best. Body Renew recognizes that you have taken time out of your day to express your concerns. We 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 number. I also informed, the day I cancelled my membership, your staff that I would no longer reside at the resident you had on file. I specifically said I was leaving the state and PCS moving to Florida. It was Body Renews lack of using all available resources and contacts provided to them to contact me. My email is completely valid. Your company took 2 1/2 months to contact me via email demanding money. As 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 paid. Two and half months later, one and a half months since "payment due", you're a huge inconvenience. Staff was unprofessional, except for the Customer Representative Manager. I was given 0 compensation for the inconvenience and provided 0 alternatives, only to pay. As a customer and gym member, I feel that this company is run very poorly. They have lost me as a future customer, and quite a few military members and friends of mine. If fast food industries mess up an order, the customer is valued and given respect and compensation of some sort. They aren't devalued over the phone by poor customer representatives. I 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 customer. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:The treatment I received and the run around from your customer service department and department manager Sabrina was unacceptable and unprofessional. The conversation I had in a follow up phone call I received from customer service rep Christine assured me that body renew is honoring 01/23/17 as my official cancellation date and that I would not receive and further charges or fees. I will not accept any response other than body renew standing by your employee Christine's word and going forward with a waiver of the absurd 29.00 yearly membership fee when I am no longer a member of yours. 
Sincerely,
[redacted]

Dear [redacted],
Please accept our apologies for the wrong year being represented in the prior message. We do acknowledge your Personal Training agreement was signed in 2015, not 2016.
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 Renew. If 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

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
In regard to the monthly membership, this is a side issue not an issue that I brought up. Your customer service manager brought up while trying to imply that I don't pay bills during one of the multiple phone calls I made to your company trying to get the personal training issues resolved.  I think it was one of the calls during week three. However, if you would like to address this, I will.  My purse with my ID, all debit, and credit cards was stolen.  Within a few days- weeks before payment was due- I went into the body renew in wasilla to update my payment method. I wound up trying to update it multiple times. I thought it was taken care of the first time, but it turned out that your employee just wrote my name and new credit card number on a sticky note to give to your manager; and it "must have gotten lost". I had thought it was taken care of until I got a late notice and went in to updated, again.  When I talked to the manager about it he said that there was nothing your company could do to fix the fees because I didn't remember the name of your employee.  I was charged two $35 late fees , one for mine and one for my brothers accounts which I was paying for.  Nevertheless, the gesture of a partial refund of, what was it, $38.50 is appreciated.  This issue is what prompted me to audio record my signup for personal training in order to prevent any "misunderstandings" when he said he couldn't show me "signup papers".
Regarding the issue at hand.  On December 30th, 2015 I signed up for personal training, due to start January 4th, 2016.  I asked to start January 4th and he scheduled me to start January 4th. I signed up on December 30th because your manager said your 2016 rates were going up and that if I signed up before January 1st I'd still get the better rates. He quoted me a price of $680,  then said that was a miscommunication that his was the yearly price, and said it would be $120 per month for 6 months which would equal $720 total. He also did not inform me of what was in the "signup papers".   As my original complaint was about your company's miss scheduling and resulting inability to provide the personal training, I am surprised that even after two months of me trying to work this out that your company is still having the same issue.  December 30th, 2016 isn't here yet.
I was automatically e-mailed a copy of the "contract" as a pdf.  My computer could not open pdf documents, and I had asked for it to be e-mailed in another format so that I could read it. He did not send it to me.  Imagine my surprise when I see a contract claiming $980 and things such as "have read and agree to" and "pay your legal fees" among other things which I never saw or was informed of.  This and the rest of the late fee is the difference of around $300.
Other issues with your letter include, but are not limited to;    1.  Your company did charge me for the sessions, including the ones your trainer did not attend, in January. After I was refused a refund by your manager I disputed the charge with my credit card company.  Due to the refusal and afore stated issues Body Renew had with its billing I also disputed charges from your company that did not look correct until any issues could be resolved.  I then promptly contacted your company, which brings me to the next problem.    2. I first contacted your company's Customer Service Manager around the 28th of January. I can get you the exact date and time if you'd like.   I voiced "these scheduling issues" to your Customer Service Manager during this first phone call, and the fallowing half dozed phone calls and letters.3. I had already tried to cancel both my personal training and the memberships before Febuary. Your manager and then your  Customer Service Manager gave me the run around for weeks after this. Your manager said I had to talk to customer service to cancel, and your customer service said I had to talk to your manager over, and over, and over again. That is why the Febuary 2016 annua l fees of $29 were disputed until the issue could be resolved.
I wanted to cancel the personal training because  1. Even after addressing the problem of trainers not showing up with your manager the problem persisted.  2. Continuous scheduling issues, errors, and mixing up dates by Body Renew.  3. Poor customer service - including your manager breaking your own supposed "contract" by refusing to give me a refund for the missed sessions.     I am disputing the supposed "contract" as I was not allowed to read it, was not informed of what was on it, and your manager failed to provide it in a readable means upon request on two separate occasions.  I have the audio recording, I know what I agreed to and what your manager clearly said.  There can be no "miscommunication".

Complaint: [redacted]
I am rejecting this response because:I am absolutely dumbfounded by the lack of responsibility Body Renew has demonstrated in accepting financial responsibility for the terminated employee. I assumed that an employee with a title of General Manager had the authority to make a claim on behalf of their company. Now that employee has been terminated in association with this dispute, and the dispute of others in similar situations, I believe implies fault on behalf of Body Renew's employee, which they should take responsibility for. It's extremely disappointing that Body Renew seems to value money and "rules" more than customer service and it's members. Furthermore, I find it even more concerning that Body Renew is now charging its customers a "membership enhancement fee" in addition to monthly membership fees to "lock in customer's current rate in case of future increases." I was told this when I called about an extra $34.50 fee charged to my credit card.

Complaint: [redacted]
I am rejecting this response because:On my visit to the Wasilla branch the main objective was to update the payment card on file for both accounts as my lending institution had provided a new card, and we had both been receiving the automated calls regarding needing attention to the accounts. While there we attempted to cancel [redacted] membership yet again. It was my understanding from the employee that the automatic withdrawal would happen for the following month due to the 30 day cancellationrequirements off of the newly updated card information. We received an automated call the following week, which instructed us to ignore the message if it had already been taken care of. (Which we assumed it had been as we JUST gone to the branch). We received no mail regarding the issue, nor any text messages as claimed prior to the phone message left by the collections agency.  An important issue such should dictate a call from personnel, not an automated text message which was never received. I'm willing to pay for the month that was not withdrawn due to the card information not being updated. Which ironically it was updated on my account, which was performed during that same visit. 
Sincerely,
[redacted]

Dear [redacted]. [redacted],
 
Please accept our sincere apologies for the inconvenience you may have experienced in respect to the explanation of our services. Body Renew recognizes that you have taken time out of your day to express your concerns. Thank you for providing Body Renew with...

information on your experience.
 
Body Renew offers a variety of Personal Training packages to suit our member’s fitness needs and goals. However, Body Renew does not offer a month to month Personal Training option available. After careful review of your account, we acknowledge your Personal Training agreement is for four (1) training sessions a month, for a period of twelve (12) months. We have attached a copy of your Personal Training agreement to reference any questions you may have.
 
Terms of cancellation are also listed on your agreement which you have signed acknowledging. In the Cancellation clause of your agreement you will find it discloses, “You may cancel this Agreement at any time during the Agreement period, at your sole discretion, as long as you are not past due or in default of this Agreement, by using our Buyout option. The Buyout option requires you pay 50% of the remaining balance.” Members can choose to exercise this option as long as the account is in good standing with Body Renew and cancellation complies with the terms as listed above.
 
Body Renew deeply values your relationship and are willing to assist you with your Personal Training agreement. We are offering to downgrade your current Training Package to make your monthly payments more affordable. Although this will aid in your financial situation, please note that it will extend your commitment period out depending on the reconfigured package approved by Body Renew. Please contact our office at 907-677-2567 at your earliest convenience to proceed with your downgrade option.
 
We value all of our members equally, as they have taught us, helped us grow, and help us continue to grow. Please let us know if you have any additional feedback, concerns, or questions. Thank you for your loyalty and patience, we look forward to hearing from you soon!
 
Yours in service,
 
Body Renew, LLC
Phone:  (907) 677-2567
Fax:      (907) 677-0325
[email protected]

Dear [redacted],   Thank you for taking the time to express your experience and thoughtful feedback to us. At Body Renew, we take all of our member’s feedback into consideration. Feedback 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 time. However, 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 fees. The option to set up a payment plan directly with the collections agency, First Credit Services, is also available and you may contact them at 1-800-580-3912.   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 patience. If 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) 677-2567.   Best regards, Body Renew, LLC. 907-677-2567

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 provided. Body Renew genuinely values all of our members and their relationships with us.   After extensive review of...

[redacted]’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 form. Both the medical note and the Freeze request form specifically stated an extended suspension of [redacted]’s Membership account. The request was approved and processed for an extended five (5) month time frame with the understanding that the account would become active again on 05/23/2016.   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 February. Body Renew requires all members to submit a written notice for any action requested on an account per the agreement. Each 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 [redacted]’s account; however, the account currently has a delinquent balance. There is a chargeback on the February payment, as well.   We would love to assist you with the closing of [redacted]’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 $97 is paid by 03/23/2017. Please contact our office at [redacted] to remit payment at your earliest convenience.   [redacted]’s account has not been forwarded to a collections agency. ABC Financial is a third-party billing agency associated with Body Renew and handles the processing of billing on Membership accounts. In 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 equality. Thank you for your time and patience, we look forward to hearing from you soon.   Best regards,   Body Renew, LLC. [redacted]

The Business and Consumer have resolved the account. The Customer Service Manager contacted the Consumer on June 21st, 2016 for account resolution. The Consumer satisfied the final
 
 
payment per the cancellation requirement; the Business has closed the account effective immediately...

with no further charges to accrue. Both parties were satisfied with the resolution at
 
 
hand, and the Consumer was happy for a great turn around.

Dear [redacted], Body Renew recognizes that you have taken time out of your day to express your concerns. We thank you for your deeply valued feedback.  As a business, Body Renew has rules, guidelines, and agreements in place to avoid any misrepresentation. We apologize if you feel...

it’s wrong to follow such policies set forth by our Management Team, please understand that we stand by our agreements. The 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 read. We 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 regulations. However, 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 quality. 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.  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 applied. It 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 payment. A refund is not approved as our agreement(s) are not usage based. However, 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 feedback. If you have any further questions or comments regarding this matter, please feel free to discuss it with us at (907) 677-2567. Yours in service, Body Renew LLC.907-677-2567

Hi [redacted],
            Attached is your Personal Training agreement. A copy of your agreement was e-mailed to the e-mail provided at the time it was completed, this is an automatic feature. We provide these copies to give members a chance...

to review their agreements. Our employees are well trained and versed in our sign up process. If any misunderstanding may have occurred, we sincerely apologized.
On December 30th, 2016, you signed up for four sessions a month for a commitment of 6 months with the General Manager of our Wasilla location. Your Personal Training was not schedule to start until February 1st, 2016.
Prior to February 1st, 2016 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 training. In addition, we did have Trainers departing from Body Renew on short notice. We 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, 2016 we made your first month complimentary. Before we could refund your dues, you disputed your invoice. Your sessions from February are available and ready for your use. We are extremely sorry for the issues you endured and we would like to provide you with a better training experience. We 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 $19.50 applied to your account in November 2015 for your card on file declining, after dues attempted to charge. She also refunded the late fees that were acquired in October 2015 totaling to, $38.50.
In February 2016 you annual fee of $29 was applied, this charge was disputed, and at this time your membership does reflect a balance of $19.00. We do have your membership cancellation on file, and in order for the request to be approved your membership has to reflect a $0 balance.
Please contact ABC Billing at 1 (888) 827-9262 or our Customer Service Office at (907) 677-2567 to settle your past due. No charges applied to your membership have amounted to $300. Since 2016 your membership has invoice a total of $59.90 for your monthly dues and your annual fee. Attached is a copy of your membership agreement for your review.

I am contact [redacted], 85% owner of Body Renew Alaska, regarding my complaint and because contacting the people who are responsible for the untruths is like contacting [redacted] to protect your credit after a hack.   Large businesses that do not review the poor practices of their rogue employees are rampant in the news and Body Renew Alaska is one of them.   With 29 complaints regarding questionable business practices, it is time to stand up to bad behavior.   I suspect Mr. H[redacted] doesn't care at all, but I am reaching out none the less.    Every morning on the radio and on the internet Body Renew routes "NO MORE CONTRACTS" which is false advertising.   At no time during the sign up process was it ever explained that I was contractually liable.    Because of this, I am also reaching out to the Consumer Financial Protection Bureau and the State of Alaska Department of Law.   The firm they have collect these contracts does not have a valid business license to conduct business in Alaska.    They have also violated my consumer rights in at least two ways which will be elaborated with the proper authorities.