California Family Fitness

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

I am rejecting this response because: any amount credited to my account I would like put towards the buy out of my contract. I've never had this much of a hassle with any gym or business. I understand it's not your fault but business protocol but I will no longer be doing business with call fit

Hi [redacted], When you enrolled, you signed up on a Term Membership,  requiring 11 payments to complete. At this point there have only been 6 payments made, so your Early Termination Fee would be $150. Even if the freeze months went towards your payments, you would still have an Early Termination...

Fee of $150, because you have not completed your obligation of 11 payments. If you would like to cancel the  contract and pay the fee, you may email us at [email protected], or stop by any location to complete the cancellation. Thank you. Tell us why here...

Hello [redacted], I have reviewed your account and it appears your initial investment of $84.00 has been refunded and the account was cancelled. I apologize for the false information given to you by one of our sales consultants, however, the Sales Manager is correct and the best price would be...

$99.99. If you wish to sign up please feel free to set an appointment with one of our Sales Managers and they will be able to give you all information. Again, I apologize for the inconvenience. Thank you,

Hello, After further review our accounts receivable found the following: The member was overcharged once in the month June.  He was charged $104.99 instead of $89.00.  All other charges exceeding the dues were $9.99 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 $97.90 in dues and late fees from September and $150 ETF.  He made a payment for $346.89.  From this payment we refunded him 89.00.   He is requesting a refund of 4 months $10 overcharge.  These were service charges of $9.99 he owes and his last month dues of $89.   At this point the members’ $89 last month dues should have been applied to his balance of $247.90.  That would have left him with a balance of $158.90.   After being refunded he paid $247.90.  Refunding him the $89 that should have been applied and the $15.99 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 issue. We will process the refund for $104.99 as quickly as possible. We hope to see you in the future. Thank you, [redacted] Executive Communications

Unfortunately based on our company guest pass policy to use the free month pass you cannot be a former member or previous guest pass user. The club was following protocol when they told you that you cannot use the pass. The join for $15 offer and a free month is part of our conversion offer for...

potential new members to apply their guest pass to their new membership. The join for $15 offer is for a full 1 year membership and not for only 1 month off access.   Based on the experience I am more than happy to extend out a 2 week pass to try out our facilities again.

Hello [redacted], I have attached your contract that states the potential for a rate increase. Thank you,

Thank you. I did see that you called our Orangevale location, however we are not able to tell what the conversation entailed. I do see that we updated your card on 1/5/17. I am not able to refund any bank overdraft fees. To ensure that all your information is updated you can download are CFF App where you can view and update your card information. Thank you,

I am rejecting this response because: The problem is I called the center to change the payment method and the center assured me that they did. The payment method was not changed and I was charged twice by my bank for overdraft. $24 per time and its twice, I need you to refund me $48

Ms. [redacted], I have cancelled your account effective 8/14/15 with no further dues. Thank you, [redacted]

Hello [redacted],I have spoken with out Member Serivces Supervisor, [redacted]. If you can please place another request for cancellation to [redacted] she will be able to get your account handled. Thank you,[redacted]Executive Communications[redacted]

Hello [redacted], I apologize for the experience that you have had at one of our locations. We never intend for members to feel this way. For your trouble in not only cancelling your membership but using our facility, I will go ahead and cancel your membership with nothing due. We hope to see...

you in the furture. Please let me know if there is anything further I can assist you with.Thank you, [redacted] Executive Communications[redacted]

Hello [redacted], I apologize for the the misunderstanding and the way you were handled. Our District Sales Manager will be contacting you regarding this matter and to get it resolve with your approval.Thank you, [redacted] Executive Communications

Hello, I am sorry that you have had to deal with this hassle however everything has gotten squared away and we are able to offer you August for free. If you would still like to cancel the early termination fee is $275. The $29.98 has been submitted as a refund to you however you are able to apply the $30.01 towards this early termination fee. Your account is currently on hold for no fees with only [redacted] on the account until 7/31/16, you will then have August for free only then do your dues begin on 9/1/16 in the amount of $59.99/month. If you still wish to cancel I will have the Member Services Manager reach out to you to process the cancellation. Thank you, [redacted]

Hello,I have reviewed your account. In November you were charged a $9.99 service charge on 11/2 for a late payment. During that month you were also charged your AEF(Annual Enhancement Fee) that is charged to all members for $29.99. I will go ahead and credit your next dues the $9.99. Your current...

dues are $125.99 therefore your February dues will be $116.00 Thank you,

Hello, I have reviewed your account. You paid your January dues in club on 1/12. At this time you are also charged are annual enhancement fee($29.99) however you did not pay that until 1/21-1/27 with three payments made. You were then charged your dues for February. I do not see any double...

payments. We have also given a three month complimentary freeze until June. Thank you,

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 courtesy. On April 3rd you called our corporate...

office and cancelled your membership immediately. Currently, your account is cancelled with nothing further due. Thank you,

Hello [redacted], We apologize for the inconvenience. Your membership has been cancelled. Thank you, [redacted] Executive Communications

Hello [redacted], First I would like to apologize for the communication issues you have been having. I have reviewed your membership with the...

Sr. VP of Sales. It appears you spoke with [redacted], Operations Manager and [redacted], Sales Manager on 3/20 & 3/29. They have offered to comp the months where your son was not 12 yet and a personal training session for your son. I do understand that it was an inconvenience for you and that this was a letdown to your son. I do believe the 2 months free and PT are a satisfactory resolution, however for your time we would like to offer an additional 2 months for free plus an additional personal training session for your son ($500 value in total). Again, CFF apologize for this inconvenience and we hope you and your son enjoy the gym. Thank you, [redacted] Executive Communications

[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 Fitness. You have mentioned that your wife tried on several occasions to cancel in person your...

account. Unfortunately we have no record of these conversations nor indication of visits to the Orangevale and Folsom locations. Our staff is well trained in documenting cancellations as well as disputes that may have occurred. In this case there is nothing for me to refer to regarding what was said and who said it other than your comment noted on 9/16/16  that you did not speak to anyone nor did you sign the cancellation form.   Nonetheless, I received your letter dated October 26, 2016 indicating that you are aware that all cancellations must be done in writing and your letter provided requested your membership cancellation. Before receiving this letter you were contacted a total of six times by the Accounts Receivable staff between August and October 2016 with hopes to resolve the situation. You state in your letter that all fees should be waived due to your long term membership tenure as well as the [redacted]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,   [redacted]