California Family Fitness

Review: I signed up with [redacted] at Fairytale town at a booth. I signed a paper agreement. I was told at that time it was month to month. I went in to get my card and was told I needed to sign electronically. So I did. I went to cacel my membership today and was told they signed me up for a 12 month contract. I informed them I was told it was a month to month. But aparantly when I signed electronically they switched it to a 12 month contract without me knowing and now they are telling me I need to pay $275 to end my contract. My husband is in the Army and we are on a limited budget. I am very disappointed on the deceitful ways of the company. Desired Settlement: I want my membership terminated and for them to honor the month to month original contract.

Business

Response:

Business' Initial Response

I signed this member up at the event for an individual membership. We reviewed all the options together. She told me she would be using the McClellan and Citrus Heights club since she lived in Antelope. We decided the select option would be the best fit for her. We reviewed the agreement and signed and initialed the entire form. She even asked me what would happen if she moved. I told her there is a discounted move termination if she is moving 25 miles from a Cal Fit we then reviewed the locations and she concluded there would most likely be a club near her when she moved. She had not yet been to the Citrus Heights club so we booked an appointment for a tour the following Monday morning. She came in right on time and I showed her the club. I had not yet scanned her manual agreement onto her account since I hadn't been in since the event. While she was at my desk I had her digitally sign her agreement since she was here with me at my desk. When she came in she brought some of her kids with her and was unsure if she wanted to add them to her account. I told her I would give them a 14 day pass to try out the club and she could decide if she would like to add them on. She found out it was 14 consecutive days so she did not want to start it that day. I told her to contact me when she wanted to start it and I would note her account. She went into another club with her kids and someone told her they would activate a pass for her kids which they never did. She was upset she kept checking in and her kids were getting turned away. She made a complaint and got in touch with me and I noted her account for a pass for her kids, and told her she could add them on after the pass and she could see me to do that or at any club if it was more convenient. Unfortunately I do not have the manual agreement from the onsite since she came in on time and was able to sign the agreement digitally, but we reviewed it again the second time around as well she was fully aware of what plan she was on.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Because it is a Lie and I can not support a Lie. When I met [redacted] at the booth I had my children with me. I informed [redacted] of how many children I had he decided to add the children later. When I told him where I lived he said " Then you will be at my club in Citrus Heights". At that time I did not even know abou the club at McClellan. When I came to the club [redacted] was too busy so he had another associate sit down with me thats when he said he would give the kids a free pass. I never asked for it he was too busy to add them. I never got a tour. As a matte of fact I never even got a chance to sit down at talk to [redacted] at all that day. He yelled across the gym as I walked away that he would give he kids a free pass and would add them later. You can look at the tape from that day. When I went to another gym and was turned away because the kids were not added I called [redacted] and asked when he was going to add them. Also the only membership that we talked about was month to month. He never and I repeat never said anything about a 12 month contract. [redacted] at the citrus heights location is a Liar with a capital L...

Business' Final Response

Thank you for expressing your concerns regarding the enrollment process that you experienced at CFF. The CFF Senior Management has reviewed your claim in detail and in doing so we were able to recover you initial "manual" agreement. You have continued to claim that your original agreement was a month to month membership. I have included a copy of the agreement in this letter so that you can see that in fact the agreement that you signed at Fairyland Town was for a 12 month term Select Individual Membership. The manual agreement that you signed at Fairy tale Town is consistent with the electronic membership form that you signed at the Citrus Heights club.

CFF cancelled your membership on May 22, 2013, per your request. As a courtesy to you CFF waived the $275 early termination fee that was due prior to the cancellation although you had initialed two separate agreements (one manual and one electronic) agreeing to CFF's cancellation policies and applicable early termination fees. CFF is not in the business of keeping people members that do not wish to be.

Our hope is that in providing you with this additional documentation you will find as we did the membership that you agreed to via electronic signature is consistent with the manual agreement that you signed at Fairytale town.

Review: I [redacted] am writing this about a problem with California Family Fitness at the north Natomas location. I stoped in on Feb 2, 2014 To just kinda view the place the manager [redacted] came out we sat at his desk. he asked me what my resoned and goals were for stopping in I told him I just wanted to check out the place. so he'd show me what the membership would cost I told him I am not working. and when Im working I dont have time to spend in a gym with the hours that I work and cummiteing. That I just would just pay for the one day visit he said that's fin but it would just add up.

And if you want pay $23.00 back. Anyway he asked for my credit card and i'd I asked what do you need this for he said just to keep on filed at the time Les at his computer screen typing information dn had me signing th little screen board thats faceing me at this desk I did not know I was signing a contract. I thought was something just to use the gym for the 7 days for like injurys or damage equipment he talked through it so fast. A couple of weeks go by I get at from corpate office asked how do I liek the gym I told the lady [redacted] I just tried it for 7 days and she said you signed a 12 month member ship. I said no that I just wanted to try it for 7 days. I went back to the Natomos location talked to [redacted] the manager and said no [redacted] you didnt come back in 7 days I just assumed you like it. I told him again im not working I might be going to Nevada to work. that was the end of that conversation he you paid for it you just use it I didnt go back in 7 days because im still looking for work

I went back home called corporate office in Folsom. Talked with [redacted]. she said to write a letter what me and [redacted] the manager spoke about and she said she would contact me on what the outcome would e she never did. so I thought everything was ok. I got my credit card statement and tehrs a $59.99 already. I called on 4-7-14 spoked to [redacted] again she said I rember you she said I sent your letter to the director [redacted] and she said nope it looked like they both agree. so she said you can $275.00. and that they cannot refund my 1st $59.99 membership (why Im writting this is to avoid the whole thing on paying out money I dont have because Im not working then if I have to I will when I gt back to work ps Ive heard other bad stories about his place wish I woulded known before I walked in.Desired Settlement: To cancel the contract and refund my money.

Business

Response:

Dear Mr.[redacted],

We

appreciate your interest in joining our Health Club back on 2/27/14. We

here at California Family Fitness understand that most new members have goals

and or aspirations of becoming stronger and healthier than when you first

entered our facilities which is why we are glad we were able to get you

involved with our On Track program with the Fitness Manager to get a better

understanding of your body and workouts as well. Upon signing up every

new member goes over our company’s cancellation, liability, and account

management information. In detail you were presented a cancellation

option within 5 business days of your original contract in order to receive a

full refund of the $23 and termination of the agreement. You however did

not reach out to any of our representatives or myself until almost 30 days

post your sign up. With understanding of this information it is then

your responsibility to have communicated with our company your decision to

cancel within the allotted amount of time.

Thank you

Review: Repeatedly requested local offices as well as corporate offices to remove me from texting list to no avail. Told I was removed but still getting texts

After inquiring about services at Cal Fit they requested my phone number and I have been getting text messages from multiple local locations ever since. I have replied on multiple texts the word "stop" which supposedly will stop them from texting you again. However, I keep getting text messages. I also called what I was told was the corporate office (916) 987-2030, and left a message for "[redacted]" as well as calling local offices and asking them to remove my number from texting list to no avail. I have yet to hear back from "[redacted]."Desired Settlement: I just want to stop receiving text messages, I do not have unlimited texting on my plan and get charged overages.

Business

Response:

Initial Business Response

Contact Name and Title: [redacted] SVP

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@calfamfit.com

We have removed Ms. [redacted] number and other information from our lead management and have instituted procedures that should prevent this issue with other prospective members. If Ms. [redacted] has incurred texting expenses due to our text messages to her we will gladly reimburse her. Please have her contact me at our corporate office if she would like us to process a reimbursement.

Review: Miss representation of contract by Sales Person

In Sept of 2012, my son was coming out of a 9 month out of state drug rehab program. My son asked if he could have a gym membership when he got home, which we agreed to providing he meet certain behavior requirements. We told him if he did not meet behavior requirements we would cancel his membership.

In Sept 2012 I went to the Folsom California Family Fitness to sign my Son up. I explain the situation to the Sales Person. The sales person wanted me to sign a 12 month contract to get the best rate. I told him no, I wanted a month to month contract and knew the monthly rate would be higher. I also decided to include myself on the membership so we could go together. During these discussions I insisted I wanted a month to month contract so I could cancel at any time.

The sales person than took all my information on his computer as everything was done electronically. He than gave me an touch screen pad to sign electronically. He than went quickly through the contract saying initial here, sign here etc. At the time he did not give me a copy of the contract nor did he ask me if I wanted a copy.

After about six months my sons behavior was such that I needed to cancel his membership as he was getting back into drugs. I than went to the Folsom California Fitness to cancel and was told they could not cancel memberships and that I would have to contact the corporate office, which I was not happy about the additional runaround as I could not cancel at the same place I signed up.

I than contacted the corporate office to cancel the membership. I was told I had a 12 month contract and there was a $150 fee. I explained the situation to the person in the corporate office, that I had requested a month to month contract. She said the contract was for 12 months and that I was going to be charged $150. End of discussion. After some more runaround I was able to obtain a copy of the contract after the fact.

My complaint is the Sales person miss represented the contract I signed. He quickly went through the signing and did not give me a copy. As everything was done electronically, this enabled him to take advantage. I'm sure the Sales person was on commission and had a financial incentive to sign people up for longer contract periods. (I asked the person in the corporate office this question and she refused to answer.)Desired Settlement: Refund of $150 cancellation fee.

Business

Response:

Initial Business Response

Mr. [redacted]

I am in receipt of your email Consumer complaint dated September 12, 2013.

On September 19, 2012 you signed a 12 month term membership with California Family Fitness. You signed and initialed the term membership agreement allowing you full access to our facilities and in exchange you are charged an agreed upon monthly fee and held to the established terms and conditions. The before mentioned membership terms were reviewed with you at the time of membership enrollment and required your signature and initials prior to the activation of your membership. You were provided at that time an option to receive a "hard" copy of the contract or to have the contract emailed to you. Within that term contract it is stipulated that an Early Termination Fee (ETF) of $150.00 is assessed in the event you cancel your membership after six months but before the twelve month term is fulfilled. You cancelled your membership on March 30, 2013.

You were notified on March 30, 2013 and again on April 17, 2013 that you would be responsible for the for the ETF charge. You were also notified on four other occasions that the $150.00 was past due and needed resolution. You ignored those calls until September 11, 2013 when you spoke to a representative who informed you that the $150.00 remains outstanding.

As today, September 19, 2013 there remains the past due amount of $150.00. If it remains unpaid, the account will be forwarded to our Third Party collections vendor.

Should you need to make payment arrangements on this past due you can contact me directly at 916.987.2030 ext 2155.

Californian Family Fitness

Review: My checking account was drafted in April and May, after numerous request to freeze my membership.

I spoke to Robert at the Natomas fitness center, he reassure my account would be frozen in April. I noticed in May that the draft went through. I called in the end of April to make sure my account was not drafted again for May and discuss my refund for April. I spoke to [redacted], the fitness manager and he promised to take care of it. Nothing was taken my account was drafted again in May. Now, no one is returning my calls and the have my account information and I'm afraid they will charge my account again. My membership is $109 per month, and this is becoming very expensive, due to poor customer service and false promises.Desired Settlement: I would like my money for April and May refunded and my account terminated.

Business

Response:

Business' Initial Response

Thank you for your continued membership at California Family Fitness. I have reviewed your account and found there to be a breakdown in processing your membership 'freeze" at the Natomas Fitness Center. We have taken steps to ensure that our associates have been given proper training on how to "Freeze" memberships in our new software program as well as obtain the proper documentation from the member at the time of request to "Freeze" moving forward.

Your membership was put on "Freeze" status May 7, 2013. We have submitted your reimbursement of $218.00 for April and May monthly dues. Your active membership will resume on December 2, 2013. I believe this should resolve your concerns and we look forward to you seeing you in the near future at one of facilities.

Review: At the beginning of the year I purchased a 1 month trial for California Family Fitness. When I came in to use my one month membership I was told I had to activate my membership with a representative. The rep then met with me in an office where they pushed and pushed the envelope to talk me into actually signing up with them. Finally the rep offered to waive all fees for me including the last months fee, and offered me a rate of $49 a month. I was also told that I was able to bring my infant daughter with me to the gym and that I did NOT need to buy her a membership to do so. Well the very first time I visited the gym with my daughter I was sent away and told she was not allowed without her own membership; even though she is a BABY and can do nothing but sleep. I was furious so I left the gym. I shortly after called to cancel my membership. I was told them that I needed to visit in person or email the corporate office. So I sent an email which was not responded to in a timely manner. After weeks of waiting I returned to cal fit and asked to cancel my membership. The customer rep told me that he could not do it for me and that the manager was not there. So I left. I came back again and was given the same story. When this occurred the third time I was furious and made another call, in which I was told to email corporate again. So I emailed cooperate about canceling my membership, then explaining that I had been paying for this membership for MONTHS at $59.99/month(not the agreed price) without being able to use their services at all because THEY told me I could have my baby with me and later wouldn't allow her in. I finally received an email informing me I would be responsible for a several hundred dollar fee to cancel my membership. At this point I went to my bank and cancelled my debit card, as well as disputed the charges on my account. I was awarded 3 months back pay on my claim. Almost immediately after filing my claim I received a call from call fit attempting to collectively from me.Desired Settlement: I want California family fitness to close my account and consider any remaining balance to be null and void. I have no intention of paying this company for services that they themselves prevented me from using; especially after paying for months unused at a higher rate than originally agreed upon with their representative. They should not have received anything for the failure to provide the services described during sale.

Business

Response:

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]

Consumer

Response:

I appreciate and accept the response of the business. I am pleased with the businesses response to my complaint, and hope that my case was an isolated insident.

Review: I signed up for membership July 2013 for $110 monthly dues. I was charged $140 for my November membership. When I called the club to inquire I was told I was charged $29.99 for an annual fee. I explained that I was not aware of such a fee and I have only the membership for a 4 months. I was told to look at the membership agreement I signed that states I would be charged a fee every November. Again I reinterated this was never disclosed to me and which section of the agreement can I locate this. I was told section 8. When reviewing my agreement it does state that I will be charged an annual fee (this was never disclosed to me); however nowhere does it state that I will be charged an annual fee every November. In fact there is no mention at all of when I will be charged the annual fee, but one would assume after a year of membership. Also the fact that this was not disclosed to me when I signed up for my membership I feel is decietful. I was not given a copy of my agreement upon signing up but was emailed the agreement a week later. The page that refers to annual fees I was not given during my initial signing up and does not have a signature page on it.Desired Settlement: I want a refund of the $29.99 and I believe I should be charged annual not 4 months into my membership for an annual fee.

Business

Response:

Initial Business Response

November 19, 2013

RE: - Revdex.com Complaint - Case # XXXXXXXX

Dear Ms. [redacted]

I am in receipt of you Revdex.com complaint regarding our services at California Family Fitness (CFF). As with all California Family fitness members an Annual Enhancement Fee (AEF) of $29.99 is charged in the month of November. This fee goes toward additional club enhancements, facility upgrades and new equipment. This is a onetime annual charge in which you were made aware by the sales consultant and you actually signed the contract document acknowledging this fee.

Emails are sent to all members that have an email on file with CFF alerting the member of this charge one month in advance. The email we have in file for you is [redacted]@gmail.com.

As a valued member of Californian Family Fitness, we will credit you the $29.99 fee for this year. However, please be aware that the charge will be assessed in November 2014.

Sincerely

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

If my account is credited back the $29.99 annual fee I am satisfied.

Review: [redacted]WARNING!!!!! DO NOT GIVE THIS PLACE ANY PERSONAL INFORMATION!!!![redacted]I went in one time to tour the gym because I was thinking about joining. I filled out their information for a free pass and enjoyed my time there. I was planning on signing up until the NEXT day the calls started coming in. I legitimately got a call from them EVERYDAY even after repeatedly being asked to be taken off the DO NOT call list. This was 3 weeks ago and they still call almost daily. I have asked to and spoken with the manger multiple times and he ensure me that I have been taken off, yet the called me again THIS morning. I am also filing a police report for harassment in hopes that it will stop the calls.Desired Settlement: I want an apology and an explanation on why after repeatedly being asked to be taken off the DO NOT call list and be assured that I was I still received calls almost daily.

Business

Response:

Hello Mr. [redacted], First, I would like to apologize for not honoring your demand to be put on our do not call list. I want to assure you that you are now on that list, not only your phone number but your email as well. I am sorry that it had to come to just great stuggles for you to successfully get your demand met. Please let me know if there is anything else I can do for you. Thank you,

Review: I email California Family Fitness that I cancel on 30Aug2015. They still bill me $49.00.Desired Settlement: I would like a refund.

Business

Response:

Hello [redacted], I have reviewed your account with our Member Services Supervisor. We did recieve your cancellation on 8/30/15. Our policy requires that you have one more payments due and then are cancelled. Normally last months dues are due at signing and are used for this, however you did not pay last months dues up front. Therefore you were charged your September dues and will be cancelled effective October 6th. You will have access to our facilities until October 5th. I have attached the Cancellation Request form that states this policy. You do not need to fill this out as we already recieved written request for cancellation. Thank you, [redacted]

Consumer

Response:

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!

Review: My husband lost his job and had to get a part time job for a while, which caused us to be unable to pay for our membership. I contacted CFF and they put me on a 4 month freeze from 12/18/14 to 4/18/15. When April came around, we still couldn't afford it, so I asked for an extension and they gave me the extension. During that time my husband got a new job, and was in Florida for training. When he came back, we decided to move closer to his job, in Oakland. In doing that, I myself got a job in Oakland as well. I explained that to the woman I spoke with and said I wanted to cancel because I don't live in Sacramento anymore and there are no CFF in the bay area and couldn't use the membership. She then stated I had a cancellation fee and charges for the month of June and that july' s charges were going to be applied if I didn't give them a decision on what I was doing. I told her I would call back, and instead decided to file this complaint. I do not appreciate the way I was treated, being that all I wanted to do was cancel, since I can't use the membership anymore. I don't think I should have to pay all of these fees, especially since I have not been to the club since 12/18/14. I have not used the membership and only wish to cancel.Desired Settlement: I want my membership cancelled and all billing to cease. I would also like all the fees and charges to be revoked. Thank you.

Business

Response:

Hello [redacted], I appologize for the hassle. We do waive the EFT fee once we have proof of your move. I am sorry this was not relayed to you. I have gone ahead and cancelled your membership with nothing further due. Please let me know if there is anything further I may assist you with.Thank you, [redacted] Executive Communications[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Thanks for all your help.

Review: We had a family membership, when we have a family tragedy happened last year in August of last year, we placed the membership on hold as it was far from out to do list. Three months ago we found out my wife was pregnant and so far some time we still won't be able to use our family membership, so we wanted to keep it on hold. This month (month os April) we noticed that 2 payments have already beed deducted from our account March and April. At the gym they told me I need to contact the corporate office for a refund. I contacted the corporate office and explained the situation. We were not informed that our membership was being resumed, a phone call or a letter would be a nice notification, but they just resumed the billing without sending us a notification. The corporate office refused to issue a refund.Desired Settlement: Refund for the months March and April, that were deducted from our account without us knowing.

Business

Response:

Hello,After reviewing your account, we are unable to refund your dues for March and April. You were given a 6 month courtesy freeze and did not extend the freeze. Are normal fee per month for a freeze is $15, however you were given one for free. I am sorry but we will not be refunding. Thank you,[redacted]

Review: Cal fit changed our contract billing date with out consent, didn't inform about annual fee, and then after we cancelled they randomly charged our account $126 with out our consent.They changed our billing address without notifying us. This what led us to canceling early. They overcharged us back in June. It was about 30 dollars. It is the principal. They charged us the annual fee but we signed it. We were fine with all of this up to this point but we wanted to see our options. When we cancelled the contract it was all in the e-mail. The company said they would deduct 25 dollars. I told them do not touch the account. I am going to be putting a block on the company through my bank. November 12 and ended December 12. They took 126 on January 4.Desired Settlement: made a claim with [redacted] bank to get the 126$ back, also would like them to stop contacting us, we still get sales calls even after this dispute.

Business

Response:

January 6, 2015 Re: Revdex.com Complaint #[redacted] Dear Mr. [redacted] and Ms. [redacted] After reviewing the details of your account, I see that you have spoken with several of our employees. We received a cancellation notice on 11/11/14. We then responded informing you of the ETF of $150 dollars would be drafted on 1/4/15. This was then reduced to $126 per our Member Services supervisor for the prorated amount due to the change of billing date. We sent you both copies of your signed agreements stating that you would be charged an Annual Enhancement Fee and that you would be charged an Early Termination Fee if you wish to cancel while you are still in your contract. The new agreement also states the change of billing dates. We are unable to refund the $126 dollar as it is in your contract. Your account has been cancelled effective 1/6/15. [redacted] Executive Communications [redacted]

Consumer

Response:

I am rejecting this response because: we emailed you telling you guys not to touch our account because we want to fight the early termination fee in court based off of the fact that we were misrepresented. We were never told anything about the change in billing dates nor given a chance to read the contract because your sales rep said he would fully explain each section while we signed on a small electronic pad that only allows for a signature. After talking to several of my co workers, I heard your sales guys do this to a lot to your clients. Niether Ms [redacted] nor Mr [redacted] ever signed to have 126$ taken from our account and we even informed your corporate office that we put a block on your company from our bank account that only was able to last 30 days. Yet you guys still took the money. My bank is already aware of everything and we have been credited our money back. Please also tell your employees to not give us anymore sales calls.

Consumer

Response:

California family fitness has stated that they will take us off their sales call list, apologized for the sales guy misleading us, and

Consumer

Response:

California family fitness has stated that they will take us off their sales call list, apologized for the sales guy misleading us, and In My email stating "keep whatever balance u want on there" in no way means to take the balance from my bank account. It means to keep whatever balance you want on your end. Matter of fact I specifically said to not touch my account and that I actually put a 30 day block on my account against cal fit. Also the billing date changed in June of 2014 and we didn't receive any sort of refund, cal fit was only trying to give us our refund in November through the cancellation fee they wanted to charge us, despite us asking for the refund several times. The Change of our billing date was totally unexpected and like the annual fee we were never informed. Finally, after reviewing yelp reviews I am definitely not the only previous member who experienced being misrepresented. Great facilities but shady sales people. From the last message I got from California Family fitness it seems as if they are going to fully leave us alone. I am satisfied with the outcome and wish the best to cal fit. This will be my last message. Thank you.

Review: I have been a member of California Family Fitness since 2011. I was paying $49 per month for access to all clubs except the "premier level" clubs. At one point I added my wife to my membership for an additional $20 per month. On March 5, I attempted to remove my wife from my membership. I was told that if I wanted to use more than one club it would now cost $59 per month. I decided to cancel my membership at the end of the month. I went to the Rancho Cordova location and talked to [redacted] to cancel my membership. After talking to her, she promised me that I could go back to my original membership at $49 per month with access to all but the premier clubs. I agreed to this. The following Monday I tried to use the Arden location and was told that I didn't have access to that location. I contacted [redacted] and was promised that she would fix this. Two days later, I was charged $69. I once again contacted [redacted]. She promised that she would fix this and "try to give me one month free for the trouble." The next time I tried to use my membership at the Orangevale location I was told that I didn't have access there. At this point I cancelled my membership. I was offered unlimited membership for $49 per month at this time, but refused. I was told that I would be refunded for the overcharge and the month that I paid for because I was promised a service that was not delivered. I was refunded the overcharge, but told that because I cancelled in April, I had to pay for that month, even though I originally contacted [redacted] at the end of March.Desired Settlement: I would like the $49 refunded for the month of April.

Business

Response:

Dear Mr. [redacted],

I have spoken to the Member

Services representative who assisted you regarding your cancellation, and

subsequent complaint regarding a charge you felt was inaccurate. After

reviewing the circumstances of your complaint, and the issues you had obtaining

the membership structure you had previous to adding your wife, we have decided

to refund the $49.99 you were charged in April, and cancel your membership

effective May 2, 2014. I apologize for the miscommunication regarding you

membership, and I hope that this satisfies any issues you have with us.

Thank you,

Member Services Supervisor

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Thank you for your help.

Review: I Signed up for a membership with Cal fit and love the staff and facility at my home Gym. The problem arose when I was unable to go to the gym in late September after being hospitalized. I notified my friendly Sunrise staff in person who assured me I could pause my account at no charge due to medical reasons. A few months later I started to receive collection notices regarding my membership which came as quite a surprise as I was under the impression my membership had been paused beginning in October, (since September was paid up already). I started corresponding via email to a women in the collection department who informed me that written notice was required to pause my service but that if I sent it to her now she would go back and waive the fees and pause the account and I could start back up when I was ready. (Please keep in mind no apology was or has ever been given for the misinformation I was given when I asked to be paused in September nor was any concern given that I had been hospitalized no ohh im sorry to hear that NOTHING). It took me a few weeks but I sent her the medical notice and did not get a response until I sent about 3 more emails asking if she had gotten my email I then got a response that she was no longer in that department but that she would forward it to someone else. I was then told that it was not adequate documentation and that there was a 15.99 per month fee to pause my account?(ok news to me,again no apology for the misinformation) At this point I asked what it would cost to cancel my account and I was told I had to pay for October, November and late fees/ annual fees plus the fee for the reaming months on the contract around $600, or I could pay the $350.00 they said I was behind from October and set up autopay and continue working out. I asked if It would be fair that I pay the 15.99 fee for the last 3 months that my account should have been paused and just continue on my membership as she had indicated in the previous email.Desired Settlement: I would like to continue my membership and pay $15.99 for October, November and December I think this is fair because since December I have sent about 30 emails trying to resolve this (so many because I don't get a response till I send at least 3) I was told incorrect information so many times I just don't know what to do at this point. I still like the gym I have gone month to month somewhere else because I have not been able to resolve this yet, but would be willing to meet them in the middle

Business

Response:

[redacted] – thank you for your email. I must admit, I’m a bit confused by your previous emails regarding your medical condition, personal situation and notes documented on your membership as well as your Revdex.com complaint. Since January 1, 2016 we have noted 18 contacts initiated with you. This issue of providing medical documentation to California Family Fitness (CFF) was requested several times. The documentation you provided is not sufficient nor does it provide us with a statement from your physician that would prohibit you from using our facilities. Your request for CFF to obtain documentation from advocates or legal staff is also not something that we would do on your behalf. Should you wish to continue with your membership, the discounted past due of $225.21 needs to be reconciled. Any additional medical documentation that can be provided will be reviewed and the balance waived if warranted. Also, during the time of your absence from the gym facilities, [redacted] (partner/spouse) utilized our services. An account on “pause” would not have allowed his usage. I mention this because you and he have/had a couple’s membership with CFF. In the event that you elect to not pay the past due, you are welcome to initiate a new membership with CFF by paying first and last month dues, processing fee and a $15.00 card fee. Other restrictions apply and this can be explained by the Sales consultant. Regards, [redacted]

Review: Came in w/14dy pass. Pursuaded2Sign up4membership on 7/16/2015 @2pmW/[redacted],new employee.$15 was due@that X 4the special.Cuz I work4school district $99 will be waived.1st payment of $99 will be due 8/30/15.Usually [redacted] said it would be owed in a couple of weeks bit it is being waived cuz of where I work.My teenagers were w/me.I asked 4X's I will not C anything on my bank acct until 8/30.[redacted] Said yes,4 X's.She said if U cancel b4- 5 days then I won't be charged.I Said why cancel when payment is due 8/30.She said what I am signing on the keypad is permission4the$15 nothing else.All lies.She confirmed 4Xs after 5 days if I like the gym 1st payment is due 8/30. Lies.Also she asked if the date was correct,she said meaning date I am signing.I said yes.Keypad never showed billing date.I did not get a print out of my contract until they charged my bank on 7/30/15.What happened2the special?This [email protected] incorrectly inputted my son's legal name.Folsom gym where we went said unable2 help. Took 4 days betw.Sunrise&Folsom-2 correct his name.On July 18,gave [redacted]h, manager,Domestic violence restraining order4me&my kids,given2be proactive in being safe.She said will scan2 corporate.Members Safety is of utmost concern.Checked up on it following day.Never heard anything again about how the facility/corp. would handle the situation if any problem arose.All of these problems no1can resolve.7/30,I C [redacted] about sons name she confirmed again Aug 30th is 1st payment.7/31@8pm spoke 2[redacted] unavailable.He said contract states July 31=1st payment.I said I did not sign up4that.He said specials can be up2- 4wks not 6weeks.Good luck talking2corp.I actually went in around 8:30pm2speak w/[redacted] schooled her 1st.[redacted] pretended2not NO what was going on.I asked politely2[redacted]-So every1 knows my biz.A co. should not be gossiping&slandering me& my family.[redacted] joined in&lied again.[redacted]h said I could cancel b4 8/30,a week b4 w/drs. Excuse.She apologized 4X's4 [redacted]s lies.They all said call corp.& good luck.I call ea. day2corp. No matter the #U press U have2 leave a message.What cor./bus. never answers their phone.1 that lies&does not correct their lies.My bank says takes 45days2 investigate.8/6,I come w/drs notes.[redacted] says I have2 be current.I should not have been charged2beginW/.[redacted] had attitude cuz bank rejected them 4 fraud,unknown 2me. She accused me of getting bank2 stop payment,unknown to me. Takes 45 days. But known2them.So they charged me even tho. they refuse2correct their lies&didn't call me or email,but gave me attitude.[redacted] said I could talk 2 sales 2 take kids off,b4 it was [redacted].&shewould not take kids drs note.She said days be4 I had until a week b4 8/30 when 1st payment would be due.Very incompetent, very unprofessional, consistent lies,list goes on.Canceling=$275=I'm not paying 4 their lies.Desired Settlement: Cancel membership with no further fees. Account should not have been charged to begin with.Nor should I have been lied to about fees waived, billing,canceling is $275. Not paying for their lies. Headquarters should answer their phone as advertised and have people leave messages.All is unprofessional, fraudulent,&unethical.Not striving to deliver customer satisfaction.Cancel my membership&correct the error your employer made.When people sign electronically the date first payment is due should appear.It does not =fraud.

Business

Response:

Hello Ms [redacted], I have reviewed your contract with our District Sales Manager. It appears your first dues on 7/30 were refunded. Unfortunately however, we are unable to cancel your membership without obtaining the $275 cancellation fee. If you are able to provide a doctors note stating you are unable to use our facilities we will be happy to waive this fee for you. I applogize for the miscommunication and appologize for the lack of help you were recieving. PLease feel free to contact me directly with your doctors note to cancel your membership and I will be happy to complete this for you.Thank you, [redacted]Executive Communications[redacted]

Consumer

Response:

I am rejecting the response because:Many reasons-it was not a Refund. It was a fraudulent transaction by your corpor. investigated by my bank who found the 7/30/15 a fraudulent transaction.This you left out in your letter. Ms.[redacted], you need to cancel my membership for your employee lying, continuous fraudulent activity,&all other violations that I could not&have included in my complaint;but someone else or other entity is happy to review.I reject your letter for:1-Rescission for Fraud, Mistake, Undue Influence, Breach, Illegality,2-No real consent, Failure of anticipated exchange through fault of seller (CA Family Fitness),3-Promised exchange to buyer (me)void for any reason,4-Failure of bargained exchange before being rendered,5-Contract unlawful. I, [redacted]-the buyer has a right to rescind a contract when the contract "is unlawful for causes which do not appear in its terms or conditions".6-Public interest prejudiced.7- CA Family Fitness is in Violation of my right to Procedure for rescinding.8-CA Family Fitness is in Violation of Other rescission rights that my right to rescind is conferred by other reasons.9-Fraudulently Executed Contract Must be voided immediately.10-Unconscionable Contract Unenforceable.11-Cancellation for Breach is Warranted &being denied.12-I am revocating acceptance of membership for more reasons that CA Family Fitness substantially fails to conform to the contract&my seller's warranties/rights,13-Your fraudulent membership product cannot be repaired after a reasonable number of my repair attempts,there4 you must either replace the fraudulent product or cancel its price.Furthermore, Ms. [redacted] you& your corporation&itsemployees are not above the law. Nor do you still provide a working phone number, very much poor business et al.My account should not have been charged2begin w/.My complaint states I already came w/ doctors (plural) notes that you all would not take (other failed attempt at correcting your company's fraud/lies/errors/lack of responsibility for your wrong).You are violating my consumer rights&other rights.I will not go back& forth w/your corpor. on this&your fraudulent activity.Cancel my membership by August 13, 2015 by 12pm.I look forward to receiving a cancellation letter&proper apology letter. If you try2keep my account open&not cancel that is further harassment as you&your company&its employees have done since I 1st attended the gym. Calling me2further lie,sending it to collections is further harassment&other violations.You are purposely further aggravating the situation&not taking accountability or responsibility for your company's actions.Ms.[redacted],you, are not sorry nor does or has your company tried to rectify any concerns or issues involving my membership or cancellation. Under threat, coercion, and duress,[redacted].

Like many here, my complaint is strictly regarding their “contract” and dishonest representation of the terms and conditions by staff.
May 12th, 2014 - 20yr old student-athlete, home for the summer, stops by the Folsom California Family Fitness (aka. CalFit) and states that he would like a membership for the summer and will be returning to school in August. Is told that although they have a “form” it just allows them to make the automatic withdrawal from his account and he will be able to cancel without penalty when he goes back to school, as it is 1,300+ miles away and there are no facilities near him. He pays $60 cash to cover the rest of the month and associated fees.
He uses the facilities and pays his $59.99/mo until he returns to school for football practice on 8/5/14. Timeline of events since;
7/28/14 - $59.99 withdrawal by CalFit for month of August.
8/5/14 – Last visit to gym. Tells clerk that he will be returning to school and needs to cancel membership. Is told that it is “no problem” and they will settle up his account and close it out. Assumption is made that “settle up” will be a refund of unused portion of August payment.
8/24/14 – Student emails [redacted] as he has not heard anything re: cancellation.
8/27/14 - $59.99 withdrawal by CalFit for month of September.
8/29/14 – receives email from [redacted] stating that if he wishes to cancel he must pay the ETF* (Early Termination Fee) of $275 OR if he can provide proof that he has moved, can be reduced to $100 (After he has already paid $119.98 for 2 months that he wasn’t there)
9/1-19/14 – Several phone calls to the Folsom and Corporate locations yield no results. He explains that he has $0 income, was told he could cancel without penalty when he moved and can’t afford either penalty as he is paying for school. They state his best option is to “freeze” the account for a period of time and re-activate if/when he comes back to CA.
1/20/15 – Letter from California Family Fitness arrives stating that they have tried unsuccessfully to pull another $59.99 from his account and he will be assessed a penalty of $9.99/mo. on top of the $59.99/mo until resolved (They were unsuccessful as his student loans hadn’t arrived and his account was $0)
2/16/15 – Phone calls to their billing department @ [redacted] and emails to [redacted] clarify to them that he has not returned home, will be in South Dakota until at least May and may not return at all pending internship and co-op opportunities. CalFit agreed to extend the “frozen” status on the account until notified otherwise.
2/18/15 - $119.98 withdrawal by CalFit for months of January and February.
2/28/15 – Student’s father visits Folsom CalFit and verifies that his account was frozen and “in good standing” on 2/16/15. Despite that, the $119.98 withdrawal was made leaving the student with bouncing checks for rent and books!
3/2/15 – A conference call is required (they won’t speak to the student’s father without the student on the line) and terms are discussed. It is suggested that the $239.96 he has paid since his last visit should be fair compensation for cancellation of his account. Being 1,300 miles away, he has received no use or benefit of said membership. [redacted]’s, member services representative, response is, “we made it available to him. The cost is not based on use!”
Before you sign anything, please see Item “9E Permanent Move” of their contract – the small print requires a $100 administrative fee to cancel if you move. They don’t regard this as a “penalty” so “technically” they didn’t lie in their original statement that you can cancel without a “penalty”. Section “9F Early Termination Fee” also states that if you cancel you are required to pay a $275 “administrative fee” (again, not a penalty!)
So to summarize, he went to the gym from 5/12/14 – 8/5/14 (12wks +/-), hasn’t been there since (and most likely will never be there again), has paid $239.96 since his last visit and they are holding him responsible for either a $100 cancellation fee for moving 1,300 miles away OR a $275 ETF.
Clearly, I won’t be going to California Family Fitness anytime soon. I fully understand their need to protect themselves, but their misrepresentation of the membership contract terms to new members and their absolute disregard for common sense or customer service has left me dumbfounded. Simply enough, a student-athlete was home for the summer and wanted to work out. You would hope at some point common sense and customer service would allow them to say “enough is enough” and stop charging a kid that is 1,300 miles from the closest California Family Fitness!

Review: CalFit very disappointed in the service from this company, this morning I noticed they pulled $159.99 out of my account 49.99 more then they were supposed to I called customer service asking why, the lady that answer said in a very rude voice tone its a customer enhancement fee that you have to pay every year its in your contract that you sign. I said it was I was not going to pay this amount its way to expensive for a gym membership I wanted to cancel the gym. She said well your in a contract that you sign so if you cancel you have to pay $150 more and if you don't pay we well send you to collections. I demanded my money back she said no return policy. In a very rude unhelpful way. 1st of all I did not sign anything in person everything was done over the phone, the sales guy that called me to sign up said I was not going to be in a contract. This company lied to me. Horrible customer service. ALL THE RUDE LADY SAID YOUR IN A CONTRACT READ YOUR CONTRACT....People be aware of this company they lie to their customer's. I will be canceling the so called CONTRACT THEY SAID I SIGN OVER THE PHONE. THEY CAN SEND ME TO COLLECTIONS IF THEY WISH THIS COMPANY JUST LOST A CLIENT. GIVE ME MY MONEY BACK AND STOP LYING TO CUSTOMER'S ABOUT BEING IN A CONTRACT. HOW COULD I BE IN A CONTRACT IF MY MEMBERSHIP WAS DONE OVER THE PHONE, WHEN I WENT IN TO GET MY CARD THEY MADE ME SIGN A RECEIPT SAYING I RECEIVED MY GYM CARD.Desired Settlement: GIVE ME MY MONEY BACK AND STOP LYING TO CUSTOMER'S ABOUT BEING IN A CONTRACT. HOW COULD I BE IN A CONTRACT IF MY MEMBERSHIP WAS DONE OVER THE PHONE, WHEN I WENT IN TO GET MY CARD THEY MADE ME SIGN A RECEIPT SAYING I RECEIVED MY GYM CARD.

Business

Response:

Dear [redacted], I am sorry you feel lied to. I have reviewed your account, and it appears you went ahead and cancelled your membership with the EFT of $150.00. We do charge all of our members and Annual Enhancement Fee every November. I apologize for the way you were handled. We never want our customers feel they were lied to or handled by a rude employee. I sincerely apologize and understand your cancellation. Please feel free to contact myself, [redacted] , if you would like to reactive your account. Thank you,[redacted]

Review: I've been a member at CalFit since 2002. InSeptember 2012 I took my mother in law off our account because she no longer was our dependent and did not qualify under CalFit rules to be on our account. My mother in law got her own CalFit account at that point. Our bill went from $89 for 3 members to $84. I kept questioning the price on and off for a while and was told different versions of how it was fine. In October 2014 I was very tired of the high cost for 2 people and sent an email to cancel our membership. My wife went into CalFit one last time to try to figure out how to keep it. Upon speaking to a manager, she found out we were given a higher rate than what was owe to us. Our rates should have been $59.50. That manager sent it up to CalFit Corp. My wife also followed up and spoke to Mikalina. Upon several email exchanges CalFit said they would honor the $59.50 but would not credit or refund our overpayment since 2012. In December 2014 I wrote a letter requesting my appeal to be addressed. My wife, [redacted] spoke to Kelsey who again promised the reduced rate which was owed to us but refused to credit or refund us. [redacted] asked for our response to be put in writing. We have not received a written response. Instead we were given various reasons why we are not owed anything. Everything from how my mother in law was on our account and we underpaid by $3 for 2 years. To this, my wife let them know that my mother in law had her own CalFit account and either we over paid or she was owed the dues because she was double covered. They refused that theory. She was also confronted on why we didn't do anything about it. Also CalFit kept pushing for us to sign a new contract for the rate of $59.50 and the contact also voided any contract prior. We did not sign since we wanted to appeal this.Desired Settlement: I would like a credit for the over payment. If a credit is not available, we would like refund. Upon this resolution we will be happy to sign the new contract.

Business

Response:

March 1, 2015 Re: Revdex.com Complaint #[redacted] Dear Mr. [redacted] After further review of your account, we are keeping our original offer of the $59.50 rate moving forward. We will not be crediting or refunding the difference as our rates increased. If you would like to keep your membership at the $59.50 rate please sign the new contract that has been sent to you. Your membership is current on hold until April. Thank you, [redacted] Executive Communications[redacted]

Consumer

Response:

Hi, I just went in the system to try to retrieve the complaint number and noticed a response form California Family fitness. On their it says that the Revdex.com feels that our issue has been addressed. I want to dispute this. Our dispute was not the fact that they wanted to now charge us $59.50, because they were willing to do that moving forward. Our dispute was the fact that they were over charging us for 2 years. this was what our dispute was about. They acknowledged they gave us a higher price, and then tried to back track and give us different reason why not to pay. They are trying to bully us into signing a new contract which void any prior contract. They lied to me, telling me my husband signed a contract saying we were willing to pay the higher amount and when I asked them to send it to me they could not because he never signed it. I really need help with this case, and thought that you would have questioned the business more. What steps can I take in regards to this. This company has been very bad with its accounting. My family has had billing issues as well. My husband had been part of this gym for many years and doesn’t wish to leave, but I demand for them to do right by their mistake. Crediting the amount that was over paid would make it right. I’ve seen so many horrible replies to this business and you need to work for the consumer to help us with them. They did not provide any real reason on why they did what they did. We also sent them a formal letter disputing this and we never received a return response in writing as I asked for. They did call and did not want to give us a credit, but we asked for it in writing which they were not willing to do. We received a letter in the mail yesterday stating our account was unfrozen (which we did not request) and that we could start going to the gym. I had asked for this account to be frozen until this matter was resolved.Again what steps can I take to continue with this challenge? [redacted]

Business

Response:

Hello[redacted]I have received your email and your rejection to the Revdex.com response. I do want you to know that your complaint is under review. [redacted], who you werereferred to speak with a couple months back, will be reviewing your signed contractwhich we have and can send to you. He is currently at a trade show in LA andwill return Monday. I have already informed him that this needs to be dealtwith and come to a final solution/answer first thing when he returns. I apologize for the wait and the hassle. I would greatly appreciate it if we could solve this at the lowest level. Thank you,[redacted]Executive Communications[redacted]

Review: On July 2nd 2014, I signed up for California Family Fitness on month to month basis with sales manager [redacted]. In a while, I decided to cancel my membership and came in to the office a few times, each time I was told [redacted] is not here, you have to come back another day. After I got tired of driving back and forth, I asked if there is any other way to cancel. They told me to contact corporate office, which I did and got a reply that since its a 12 year membership term I owe them $275 + $49.99 for last month. After I told them that it was a month to month contract they sent me a copy of contract signed by me, however it contained information that was not there when I signed it. In the space (for number of months) was 12, but when signing it, it was left blank; [redacted] told me "we leave it blank, since its a month-to-month." Also the "12months term box" was not marked, as she explained was also because we are doing a month to month membership. She waived all the sign up fees for me and put 0.00, on the contract now there is a 1,2, and 3 in front of those zeros, stating that I paid 10+20=30 in fees when signing up, which did not happen. I am very frustrated that the info was changed without my knowledge after I signed the contract and when I addressed the issue nothing is done about it. The tell me "well [redacted] said, she didn't change anything".Desired Settlement: I want them to close my account and not charge me any fees. Also, [redacted] need additional training to be able to treat clients honestly.

Business

Response:

Hello,

Attached is a letter stating the cancellation of customers membership.

Thank you,

Review: I was told that I can cancel at the club anytime. But when I went to cancel I was given a number that left me on hold for 2 hours. I am homeless.

I was not allowed to cancel at the club like the sales person told me. I went to the club before my billing date to cancel and was told to call cooperate, after 2hrs on the phone and multiple attempts that day to reach them, I was without success. I am homeless and do not have money to pay. My bank account went into overdraft because they did not cancel my membership at the gym. They are frauds. I was also promised that a new club in downtown will be open by June, it is now July and they are telling me August. I live too far without transportation to go to the natomas gym. The only reason I joined was because of the promise of a club in downtown.Desired Settlement: I want my refund of $49.99 back. I will not be using their services this month.

Business

Response:

Business' Initial Response

Our Member Service Specialists have reviewed [redacted]'s account in detail and determined that he enrolled in a twelve month term agreement on March 19, 2013. This member was in telephone contact with one of Member Service Specialists at the CFF Corporate Office on July 2, 2013. During this telephone conversation the member expressed his interest in cancelling his membership. He was advised of the fact that by cancelling his membership he would be responsible for paying the early termination fee of $275 for his twelve month term. The member denied having enrolled on this membership and the Member Service Specialist offered to send the member a copy of his signed term agreement. The member demanded a refund of his most recently collected monthly dues and to be let out of his agreement. The Member Service Specialist offered him a reduced early termination fee of $150 and after his refusal she asked him if he wanted to speak to her Supervisor. The member hung up before the Supervisor picked-up the call and the Supervisor was unsuccessful in her attempt to call him back.

This member has been offered a $125 reduction in his early termination fee. This member has been using the fitness facility frequently; even after his Revdex.com complaint was submitted. All CFF memberships require a thirty day written cancellation notice prior to the termination of member access and monthly dues. This member's first recorded written and/or telephone attempt to cancel his membership was dated July 2nd which was the same day that his most recent monthly dues had been processed for the month of July (the monthly dues are drafted 12:00AM on the regularly scheduled draft date). This member has given adequate notice for the cancellation of his membership with a reduced early termination fee before his next scheduled draft date of August 2, 2013, however he must contact our Member Services Department in order to complete his request.