California Family Fitness

My complaint has been resolved with the company at this time. I would like to close it.

Hello [redacted], I have reviewed your account and contract and unfortunately, we only offer a 5 day cancel window. We do offer a month free however, that is not related to the cancellation process. Your agreement was signed on 9/27/17 and you asked to cancel on 10/30/17. This is outside of your...

free month. As a one time courtesy, I will waive your cancellation fee and cancel your membership. Thank you, [redacted]

Hi [redacted],Your account has been reviewed. It looks like you were a member only a little over a year ago back in August 2016. Since some things have changed we will honor the 7-day free trial offer this one time. The CFF employee that you spoke with was following the correct procedure as the 7-day...

trial restricts previous members from using this pass. We will be in contact with you to get you set up with your 7-day free trial. Thank you

Good Morning [redacted]. Thank you for speaking [redacted] and resolving this issue. If you have any questions or concerns please feel free to contact myself or [redacted].Sincerely, [redacted]
[redacted]
[redacted] 
[redacted]

Mr. [redacted] We have reviewed your wife’s account. On February 10th, Sales Manager, [redacted], was approached by your wife, [redacted], at an event at CRC. She was seeking a MTM agreement however this is not available with the discounts offered. This was thoroughly explained to her, [redacted] even took...

extra time with her to make sure of this. Your State ID was required because it offers a greatly discounted rate. [redacted] was told it was a 12 month contract, when her first bill date was (Feb. 24th) and that she had 5 days to cancel the membership without any penalties. On February 23rd, your wife entered the gym to cancel her membership. She was informed that she would need to pay the EFT fee of $275. This was explained in length(3 hours) by both [redacted] and our Operations Manager, [redacted]. [redacted] was given another copy of her signed agreement. We will be sticking to the signed agreement. If your wife would like to cancel her membership she may do so with the $275 EFT fee that was explained at the time of signing. Sincerely, Executive Communications [redacted]
[redacted]

Hello [redacted], I apologize for any hassle this may have caused you. I have reviewed your account. The downgrade that was done on 3/25/16 did not process in time when your 3/28/16 dues drafted( $119.99) However, once the downgrade was processed and your payment date was change to the 1st the...

$119.99 dues then went into your new rate ($59.99) Your [redacted] also drafted on May 1st ($29.99) these were also paid by the $119.99 that was drafted on 3/28/16. With that you were still left with a credit of $30.01. When you went to go freeze the payment was already pending therefore the front desk lady who assisted you could not process the freeze and she sent your account to the call list to be changed. However, this was not done in time when you then drafted on 5/1/16. ON 5/1/16 you drafted $29.98 (the difference between your dues of $59.99 and the credit of $30.01). I apologize that the freeze did not go through in time. However, I have refunded the $29.98 and placed you on the 3 month courtesy freeze. When you do re active on 8/1/16 you will still have your credit of $30.01. Therefore your 8/1/16 dues will only be $29.98. Again I apologize for the hassle. Please let me know if you have any further questions. Thank you,[redacted] 
[redacted]

Hello,We have a signed copy of [redacted]s contract. We can send it to her. Thank you.

Mr. [redacted] I have been forwarded you Revdex.com complaint filed 03/23/2018. I have reviewed your contract as well as usage at our gym facilities.The contract document you signed is for 12 months. There is no trial period as you have stated. You also have used our facilities over 40 times for the months of...

8/27/17 until 11/4/17.  Per notes, you were given the opportunity to Freeze or Cancel the membership properly. CFF does not take verbal cancels as noted in your contract. If you were to cancel, you would also be responsible for a cancellation fee. In the notes, you have stated that since “you are not a U. S. citizen”, you cannot email a statement to us. Not too sure what that has to do with providing CFF with documents to Cancel or Freeze, however, it was noted.The AR specialist has contacted you several times so the outstanding amount owed could be reconciled. You also initiated several chargebacks with the bank returning our funds. We are moving forward to reconcile and re-collect those funds. At this point in time, we have canceled your membership with a balance owed of $369.02. The membership is under review for third party collections treatment.Should you wish to resolve this membership issue you may call me on [redacted] ext [redacted].Regards,[redacted]
Credit, Billing and Accounts Receivable Manager

I am rejecting this response because: The reason that I called in January was to cancel and get a credit.  The man that I talked to assured me that I would no longer be charged.  My word against yours.  You can see from my usage that I had no idea that I was being charged.  I never used the service once and this is the primary focus of my complaint.  I never knew that I was being reinstated.  Had I known this I would have said, please do not reinstate me as I am unable to use the service.  You had my phone number, my mailing address and my email and did not notify me that you were reinstating my membership.  This is deceptive and unethical and you can do better to serve your customers.  Transparency is key here.  I was never told when I suspended that I would be automatically reinstated and charged.  I am requesting a full credit and will not be satisfied until I receive that.

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!

Hi [redacted],We have a signed contract on file and you were given a copy. However, we can send you a copy since you are unable to locate it. Since we can't verify or go off of what was said at the time of sign up we can only honor the signed and initialed contract, which lets us know that you agreed...

to the terms.  We have notified the sales manager that assisted with your membership up to contact you. You can also reach out to the sales manager as well if you would like. He works at our Roseville location.  Thank you.

I am rejecting this response because: the point of the matter is the employee did not explain the terms and conditions correctly I never stated I would not pay the cancellation fee I was just told that the Frozen month towards my account would count to the contract and so I could pay the minimal fee but then I was informed that was not true so I still have to pay in total $300. All I want right now is just the contract cancelled for your charge

Hello [redacted], I apologize for the refund not being processed on time. We have now processed it. You should receive the refund within 7 business days. Thank you,[redacted]

Hello [redacted], I have reviewed your account and unfortunately, there is language in our agreement that states we are able to increase rates. Any agreement or amendment (changes to your account) are able for a rate increase. Over the course of 25 years this is the first time we are increasing the...

rates on current members.  I have attached the amendment signed by Larry for your review. Thank you,

Hello Ms. [redacted], Your account has now been cancelled effective today 3/31/17 with nothing further due. We hope to see you in the future. Thank you,

Hi [redacted], Your membership is a termed membership account, meaning you were committed to 11 full payments.  The membership was initiated on 02/07/2017.  You had first requested cancellation on 02/15/2017, which at that time was outside of our 5 day grace period after joining....

Since your request was outside of this grace period this made you responsible for an early termination fee of $300.00. We tried reaching out to you twice regarding your cancellation request, but there wasn’t a response. You have since been charged $54.99. We have gone ahead and canceled your account immediately. Unfortunately, the early termination fee can’t be refunded as your membership was a termed account, but we did refund the remaining balance of $194.91. This refund will go back to your card on file within 3-5 business days if not sooner. Thank you

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.
The business has stopped calling me since I received this message. [redacted]

I am rejecting this response because:I forwarded everything as requested immediately upon receipt. Summer was out of the office she said and then told me she'd handle it by yesterday and here we are Friday and it still isn't done. Also, I have been trying to get this fixed for months and asked for it to be back-dated and that hasn't been addressed either. Very disappointing.

Hello [redacted] I apologize for the lack of communication. We will be compensating you three 30 minutes 1 on 1 sessions with a Fitness Manager. We will be having him reach out to you to get these scheduled.Thank you, [redacted] Executive Communications

Hello Stephanie, After reviewing your account, the Folsom Manager cancellation your account with no EFT and refunded your 9/21 draft.  Thank you,