Bodyworx Aerobics & Fitness Center, Inc

Bodyworx has the worst customer service and does not care about the customers. All the manager cares about is making money.On April 22nd, I went into Bodyworx to inform them that I would like to cancel my membership. I spoke with [redacted] who told me that he would speak with the manager and see what he could do for me and that if I gave him my cell phone number he would text me and let me know. I told him that I would not do that so he told me to come back the next day. On April 23rd I went back in to bodywork to follow up with [redacted]. He told me that I had two options: to finish out my contract, or to get a letter stating that I was moving. On April 29th when I received a copy of my lease from my new landlord I returned to bodywork. [redacted] told me that I would have to finish out my membership because it would be the same cost as canceling. I informed him that all he had tad me was to bring in the letter and I would be all set. He said he did not tell me about the $50 cancellation cost because it is in my contract. I said that customer service is about following through with the customers on what you told them and that is was his mistake to tell me all I needed was the letter to cancel. I asked him to call the manager and after asking him repeatedly, he finally did. He said that [redacted], the manger would be mad if he called him. He stepped away to speak with the manager and returned after a few moments to tell me that "([redacted]) said he won't speak to anyone and that he was mad at ([redacted]) for calling him". I told him I still wanted to speak to the manager and he said he would not call him. The gym rules that are posted when you first walk in state: #17 if you have any complaints to contact [redacted] which is impossible to do when he refuses to speak with his customers. I then told [redacted] that I would not be renewing my membership as the contract states they need the information in writing. I wrote on the back of my lease that I would not be renewing my membership and [redacted] told me he could not accept the form. I told him I was not taking it back and that it would need to go to the manager. He put it on the counter and said he would not accept it and I left the building. [redacted] is known for being a poor manager who does not follow through on what his employees tell the customers. Desired SettlementI am looking for a refund of $100 because this business treats its customers very poorly and because an employee told me all I needed was a paper to say I am moving and yet he did not follow through with this. I attempted to contact the manager to resolve the issue and he refused to speak with me. I have not only wasted my time and energy dealing with this but have also been treated very poorly while dealing with the employees. Business Response I am sorry that [redacted] had this experience as its not a typical scenario for our many customers over the past 17 years. In the contract that [redacted] executed there are two places that mention a $50 cancellation fee (one of which is in big bold letters above her signature)and what is required to cancel a membership. As you are aware, statements by an employee do not negate terms of a written contract. The employee ([redacted]) clearly did not provide her with full information and should have showed her the contract that she executed and those provisions. I never refuse to talk to a customer (unless they get rude, vulgar, etc.). In this case, I was busy with another matter and asked [redacted] to have her call me back the next day. I do not recall hearing from her. I am typically in the gym every weekday morning from before 5am until about noon. Another provision of our contract (which is an industry standard) is for members who are seeking to void the contract for medical reasons or relocation we require some objective written proof. This is to insure that someone is not trying to get out of a contract by fraudulent actions. Furthermore, we have a form that we ask people to fill out to document the reasons, etc for the cancellation. This is to prevent someone who is not the member, calling up the gym and cancelling a membership without authorization. Again, the employee should have provided this form to her and explained the process. Finally, I am unsure why she is asking for a refund of $100 since we have not charged her $100, the $50 cancellation fee, have not sent her to collections or tried to enforce the provisions of the contract other than drafting $25 as her normal monthly contract amount. I am taking steps to make sure that all my employees are aware of the proper procedure for this type of requests and will not be seeking any more money from [redacted] as I have considered the matter closed as of the date of the last draft.