California Family Fitness

? Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me Yes; THANKS!

Hello ***, From your notes, you have updated your account with Summer on 7/30/Your rates are now $for an individualPlease let us know if there is anything else we can assist withThank you,

Mr [redacted] You Revdex.com complaint has been forward to me for reviewOur Freeze process requires that the club staff document and scan to your membership any Freeze activityI have no documentation to support your statements that you had gone to the club to “put a hold on the account”The Accounts Receivable team reached out to you times in order to resolve your past due balance before canceling the membership for non-paymentIn two conversations with AR, you acknowledged the membership and the past due as well as you were having issues providing your [redacted] corporate badge in order to receive a discountThis action on your part to come to the facility never occurred per our records As per our guidelines, your membership was “written-off” as a bad debtAs per our policy, members with a previous bad debt with California Family Fitness may rejoin, however will pay a fee of $if joining on to another existing membershipIf requesting to initiate a new membership, one would need to pay 1stand last month’s dues along with a card fee Should you have additional questions, you can contact me directly at [redacted]

12/3/15Revdex.com- [redacted] I am in receipt of your Revdex.com complaint received on November 30, Unfortunately there seems to be a significant amount of misinformation regarding the membership cancellation process as well as putting your account on a “hold” status or Freeze However, all this information is documented on your membership contract.? You may Freeze your account at any timeYou may call the facility of your choice or the corporate office in which you would be provided a document to sign with a start and end date of the FreezeYou also must be current on your dues to initiate the FreezeYour term of months would not be impactedAll terms of the Freeze are contained in your contractCancellation of your membership terminates the agreement and depending on the number of months into the term, a fee is chargedIn your case, $early termination fee is assessedAll terms of the Cancellation are contained in your contract.In your particular case, there was a past due of $ You were provided that information on 10/22/15.? Until that amount was paid, you were unable to Freeze the membership You then requested a Cancellation of the membership on 10/23/in which you again were told of the past due and the termination feeOn 11/06/15, you were again told of the amount owed and the fees associated with cancelation of the membershipYou were also told that if a medical condition did exist, to please forward that information to us so we could review if waiving all fees was warrantedYou were also contacted three other times from 11/06/to 11/24/ with hopes to resolve your membership.In summary we reached out to you several times (all documented) with hopes to resolve the membership and resolve any outstanding issues.? Unfortunately you elected not to respond directly to us.? Your choice to use the facilities does not relieve you of the contracted termsHowever, as earlier noted, CFF does provide alternatives such as a membership Freeze based on various circumstances.Sincerely, [redacted] Billing and Accounts Receivable Manager

Hello *** I apologize for the lack of communicationWe will be compensating you three minutes on sessions with a Fitness ManagerWe will be having him reach out to you to get these scheduled.Thank you, [redacted] Executive Communications

Hello [redacted] , After further review of your daughter Sunshine's accountWe see that she did inquire about canceling on July 11thIt seems she was talked out of canceling, this is probably becuase there is a $dollar cancellation fee if you cancel within your term contractI have attached Sunshine's contract for your reviewShe signed up on June 11thWe have a five day clause to cancel, which she called a month afterWe do waive the cancellation fee due to medical reason, however, the member with the medical reason must be on the account, which you are not on Sunshine's accountWhat we can do, is credit you back August, September, and October's dues totally in $and then charge the $cancellation fee which brings your refund to $With regards to [redacted] 's membership, we have no history of a cancellation requestWe have cancelled this membership with no further dues effective immediatelyPlease let me know if there is anything else I may assist you with.Thank you, [redacted] Executive Communications [redacted]

Hello [redacted] ,? I have reviewed your account and contract (I have attached for your review)Within the contract it states that CFF may increase rates at any timeWe did try to contact each member of this rate increaseAs a courtesy, we will be crediting your January and February dues since it seems you were not aware of the increaseHowever your rates will remain at $64.50.? Thank you,? [redacted]

Hello,I apologize that you were having trouble cancelling your accountYour account is now cancelled with nothing further dueWe do require days notice and a written request to cancelFor these reasons, I am unable to refund your last dues made on 2/2/Again, your account is cancelled and no further action is required on your partThank you for your time with CFF

Hello, After further review our accounts receivable found the following: The member was overcharged once in the month June.? He was charged $instead of $89.00.? All other charges exceeding the dues were $service charges or late fees.? ? ? The member submitted his cancellation request on November 6, 2015.? He has last month prepaid dues and owes an ETF.? ? That being said, at cancellation the member owed $in dues and late fees from September and $ETF.? He made a payment for $346.89.? From this payment we refunded him ? He is requesting a refund of months $overcharge.? These were service charges of $he owes and his last month dues of $? At this point the members’ $last month dues should have been applied to his balance of $247.90.? That would have left him with a balance of $? ? After being refunded he paid $247.90.? Refunding him the $that should have been applied and the $overcharge from June is a total of $104.99.? ? I would like to apologize on behalf of California Family Fitness for the mistake and taking extra time to resolve the issueWe will process the refund for $as quickly as possibleWe hope to see you in the futureThank you, [redacted] Executive Communications

Hello [redacted] ,Our manager has already provided a refund to you in regards to a medical note that they did receive You was refunded months’ worth of dues in the amount of $based on the date range provided in the medical note You have not signed a cancellation form and have not emailed in a request to cancel as our manager attempted to capture from you Our manager emailed you in hopes that you would've replied with a request to cancel Due to no response our manager has gone ahead and set up the cancellation based on the verbal conversation We have also issued you an additional two month refund for the months of February and March based on your original conversation back in January, although at that time you never requested cancellation and was only looking for compensation for months not used due to your medical issues We simply asked that you provide an additional medical note that will capture the additional dates that your are demanding a refund for We are unable to assist you with this refund until we receive another medical note relating to the dates you are requesting further refunds for Your membership status is cancelled, total refund issued thus far is $ You will see this refund in two parts And again if anything further is needed as far as refund, you will need to provide a date range specific medical note that is relating to those months still in questionThank you

***,? Can you provide some information regarding your friend's membership? No information was provided for this membership to be reviewedAn agreement number, first and last name, and/or an email address will be very helpful.?

[redacted] – Thank you for your correspondence regarding your displeasure with our cancellation process as well as the issues you have mentioned in trying to end your membership with California Family FitnessYou have mentioned that your wife tried on several occasions to cancel in person your accountUnfortunately we have no record of these conversations nor indication of visits to the Orangevale and Folsom locationsOur staff is well trained in documenting cancellations as well as disputes that may have occurredIn this case there is nothing for me to refer to regarding what was said and who said it other than your comment noted on 9/16/ that you did not speak to anyone nor did you sign the cancellation form Nonetheless, I received your letter dated October 26, indicating that you are aware that all cancellations must be done in writing and your letter provided requested your membership cancellationBefore receiving this letter you were contacted a total of six times by the Accounts Receivable staff between August and October with hopes to resolve the situationYou state in your letter that all fees should be waived due to your long term membership tenure as well as the ***e and trouble incurred in trying to cancel the membership At this point in time, we have moved forward cancel your membership and waive the past due amount owed Regards, [redacted] AR Manager Regards, ***

Hello ***,? I have reviewed your account with our District Sales ManagerWe are confident in our consultants to provide all informationHowever, as a courtesy we will be relieving you from your contract.? Thank you,?

Hello Mr***, Regardless if the day cancellation was mentioned she did initial and sign the contract that states thisIf she had any questions she was more than welcome to have asked [redacted] and he would have been happy to answer any and all questions or she could have contacted yourself to verify if she did not understand anything In regards to your State Employee rate, this was done has a courtesy to your wife to get her a lower rateThis is outside of our standard policy therefore it requires a Senior Management approval, which was grantedThis is why your State of CA badge was scanned to us and your wife was provided the discountOur standard policy requires that the primary account member be a State Employee and provide their State ID to get the discounted rateAgain, this was done as a courtesy to your wife since you were not going to be on the membership If you have any further questions or concerns please feel free to contact myself or the District Sales Manager, [redacted] and we would be happy to assist you Sincerely, [redacted] Executive Communications [redacted] District Sales Manager [redacted]

Hello [redacted] , I have reviewed your account and it looks like you spoke with Our Operations Manager back on March 28th.She was correct in stating that the amount you prepaid did not cover the full year however, she agreed to waive the months as a courtesyOn April 3rd you called our corporate office and cancelled your membership immediatelyCurrently, your account is cancelled with nothing further dueThank you,

I am rejecting this response because:Your response omits the following information:You were notified in writing of my request for membership cancellation on 10/24/However, you/the billing dept., sent me an invoice and billed me for the entire month of NovemberYou kept this moneyThis needs to be reimbursed.I paid in advance for the first and last month of membership when I enrolledAs I cancelled my membership, and never received the benefit of a last month of membership, I request reimbursement for this amountAs of today's date, you have kept this money.You continued to? over bill me for consecutive months in the amount of $a month, citing that I did not bring in verification of state employmentI absolutely brought this ID in and have an independent witness who can? attest to thisStaff at the club in which the ID was offered informed they would make the adjustment to reflect thisHowever, this never happenedYou have kept this money.Since submitting my complaint, your billing depthas reimbursed me for only one of these issuesThe remaining issues have a total dollar value of $130(this amount excludes the $termination fee which should have been waived, see below), I request immediate reimbursement.I have paid your $early termination fee but also made the attempt to provide verification of the medical issues which prompted cancellation of our membership in order to have this $fee waivedI brought this verification in to your Carmichael club on 12/6/only to be told that I would need to provide this verification to management at the second Carmichael locationI went to the? second Carmichael location that afternoon on 12/6/15, and was told by management they did not have the authority to consider the medical documentation/verification I had providedHow many additional parties do I need to contact in order to have this? verification reviewed? What is your criteria for this verification? It doesn't matter anyhow, I am tired of jumping through your hoops when I have satisfactorily provided what was requested and continue to receive the run aroundThe verification was provided and this $should be waived.? If we are unable to resolve this via Revdex.com and reimbursement is not provided for what is rightfully owed, we intend to contact and begin the process with both state agencies that protect consumers in California as well as an additional private consumer protection agency.Sincerely,? [redacted] ?

I am rejecting this response because: I was told that I was good this month on bills but was charged and that put me in overdraft with my bankI was assured that February was paid for but I understand now that it wasn'tI'm angry because they told me different and I wasn't prepared for the finance problem they causedThe person at the desk misspoke about me being okay on payments and that is why I filed a complaintI paid my dues for this month so I'm fine with that but make sure your people who work for you know what they're talking about and explain things the right wayMy understanding was that I didn't have to pay until marchAlso I told you my debit card was compromised and I was waiting for a new card to be be issuedYou still charged me for $three timesSomeone stole my identity online I was waiting for a new card and you kept charging meHire people who know what they're talking about and don't put your consumers through this type of stressWhy did you keep billing me when I told you I was waiting for a new cardThat kept putting me in overdraft fees with my bank but you charged the card anyways and I had to pay the feesIt's settled now just train your people to explain the fees and how it would affect meIt caught me off guardI work my as off for UPS and pay union dues don't screw me over by telling me I'm caught up on my bills

Hello,I have reviewed your accountOur system reverts them to our standard rate, which require the employee to manual change thisI apologize for this not happening and our employee missing a vital step in changing your bill dateWe have refund the $difference, you should see this within business daysTo cancel your membership please email [redacted] and they will be able to assist you if you still wish to cancel.Again, I apologize for the inconvenience.Thank you, [redacted] Executive Communications

Hello Mr***, I have reviewed your account and did see that you submitted your proof on 10/It does take several business days for the proof to be reviewedAt the time the proof was review you had changed your account to a Diamond membership which you were rejected for the discountedHowever, from the email with [redacted] , she did state she would credit the difference when you downgrade back to a gold membership and the difference from the months taking as a goldI apologize this did not happen in a timely mannerFrom the notes regarding your downgrade, an employee informed you that we need business days prior to your billing to make any changes as the dues lock in and we are not able to make changesThey did state that they would be able to downgrade and then credit that month of dues that would be taken that monthI am happy to credit you the difference of the months you were paying extra (months at $and months at $209.99) I will credit the difference between those payments and the discounted state rate of $bringing your total refund to $However, I am not able to waive any of the terms for cancellationIf you would still like to cancel there will be a cancellation fee that I can take from the refund if you wishAs I do see you have been using the gym, if you wish to stay your dues will be $64.00/monthWe sincerely apologize for this membership confusion and hope you stay with the CFF FamilyThank you, [redacted] [redacted] ***

Hello ***, It is our goal to make our facilities safe and fun for our members as well as our employeesWe can not condone vulgar language my our members to our staffAfter reviewing your account further I see there have been other past incidents at our facilities Unfortunately, due to all occurrences we will be keeping your membership cancelledThank you,