CalFit Manteca

I am rejecting this response because: There is nothing left to discussThey have clearly washed their hands of the situation, so shall I

Dear Mr [redacted] , There are no records of [redacted] speaking with Ms [redacted] in August and he did not know about Ms [redacted] ***’s situation until she made the last complaint to the Revdex.com We made multiple attempts to call her when her account was overdue As I mentioned, in our records we made calls and left messages for her on October 17th, October 30th and November 2nd before we she finally answered and now claims she made a verbal cancellation with [redacted] over the phone, which is untrue because since we have been a business and in my five years of working here the policy for cancellations has remained the same We only accept day cancellation notices in writing Steve, myself, nor [redacted] would accept a verbal cancellation because we need a written notice to keep for our records At this time her account is no longer in our hands Since her account is overdue by 90+ days her account has been sent to our collection agency and they will be handling the issue Once she completely pays off the balance with them her account status will officially be closed at their agency and in our gym Thank you for your time, [redacted] CalFit Manteca ( [redacted]

One of our managers called and spoke with you yesterday and I was told that we need to send a statement via email. We are a small, family owned and operated gym and there are of us here, *** with whom you spoke with yesterday, the owner, and myself, that respond to any issues. This
member that submitted the complaint has been a member here since 2014 and when she placed her account on hold in March for months we let her know that her membership and monthly dues would start up again in AugustShe was told by the owner himself that if she decided that she no longer wanted her membership before the hold was up in August then she could come in or send us a signed statement via mail for cancellation. We never received a cancellation notice from her before her membership resumed and once her automatic payments resumed in August her payment was declined. She was sent notifications about her dues and we called her on October 17th, October 30th, and November 2nd and left voicemail messages regarding the status of her account. The owner finally was able to get ahold of her later in the day on November 2nd and she claimed that she cancelled the account although she hadn't because we had no written or email verifications of her cancellation. She was and a half months overdue, but the owner offered to waive the late fees to cut the cost and offered to process the cancellation over the phone after she made the final payment for her convenience. However, she got upset and refused to make the final payment to cancel her account and blamed the fault on us. She sent us emails following the phone call asking for a copy of her contract and information about the billing company. I was the one to reply and told her that we do not send out copies of contracts through email because they contain personal information about the contract holder, but I told her that she could come in personally to view her contract. We do not give out any contract information or our billing company information via email due to security reasons to protect our members' personal information, but she stated that she lost her copy of the contract and refused to come in to view our copy. Please let me know if there is any additional information that you need. Also, the owner, Steven, would like to speak with you about the situation as soon as possible. What is the best phone number and extension to reach you?

I am rejecting this response because: I would like to reopen this complaint. 1) I was never told that a written cancellation was requiredWhen I discussed the need to cancel my membership due to financial hardship I was told by the owner that if I could make it in to sign cancellation form that would be best but if not to not worry about itI had informed him that I was on SDI, my car had broke down and I couldn’t afford to fix it until tax time, I was taking the bus to and from work, and walking to pick up my kids from daycare before going homeEveryone that has a car that I may be able to commutes to the Bay Area for work and doesn’t get home until around pm, sometimes later, and even then I cannot guarantee that I would be able to get to themIn light of what I explained to him he said that he was sorry that all of this was happening and he understood that it would be extremely difficult to get to them to sign the document so if I couldn’t, not to worry about it he would take care of itBut if I could that would be best.2) owner never offered to waive any kind of late feesOwner tries to present the situation as being one that he has no control over as all the billing decisions are made by the billing company as these policies are that of the billing company and not the policies of the gym.3) I was never informed for the reason why the gym does not email the contract information, my request was simply refused under “policy.” I later responded that given owners hostility towards me over the phone I didn’t feel safe or comfortable with coming to the gym in personI requested that the gym mail me a copy of my contract to the address on file, said I would even mail them a self addressed stamped envelope so they didn’t have to pay for postage for my requestMy address has been the same since signing up and they would be able to verify that easily enoughNo response was ever received and my request appears to have been ignoredAnd I do not understand how providing me the contact information for the billing company poses any kind of compromise to members personal information.The owner and I were actually on very good terms before thisHe always seemed very reasonable and accommodating throughout the life of my membership so when he said he would handle it I believed him, he had always made good on his wordIn my last contact with him he accused me of calling him a liar and acted extremely out of character from what I knew of himI attempted to explain to him that I wasn’t trying to get out of any obligation but my understanding was very different from what he was now telling meBut no offer to come to an agreeable compromise was ever madeI requested the copy of my membership contract to see if what I signed in fact stated that I was ever required to terminate in writing but they won’t accommodate my request to a copy of what I signed, even with my offer to pay for postage to do soI hadn’t been in contract for yrs, membership had been month to month since

I am rejecting this response because: There is nothing left to discuss. They have clearly washed their hands of the situation, so shall I.

Dear Mr. [redacted],   There are no records of [redacted] speaking with Ms. [redacted] in August and he did not know about Ms. [redacted]’s situation until she made the last complaint to the Revdex.com.  We made multiple attempts to call her when her account was overdue.  As I mentioned, in our records we made calls and left messages for her on October 17th, October 30th and November 2nd before we she finally answered and now claims she made a verbal cancellation with [redacted] over the phone, which is untrue because since we have been a business and in my five years of working here the policy for cancellations has remained the same.  We only accept 30 day cancellation notices in writing.  Steve, myself, nor [redacted] would accept a verbal cancellation because we need a written notice to keep for our records.  At this time her account is no longer in our hands.  Since her account is overdue by 90+ days her account has been sent to our collection agency and they will be handling the issue.  Once she completely pays off the balance with them her account status will officially be closed at their agency and in our gym.   Thank you for your time, [redacted] CalFit Manteca ([redacted]