California Family Fitness

Review: Contract dated 06/11/2012- (did not receive signed copy of contact-only an unsigned copy)

Copy of contract received did not contain my initial for acceptance of annual $29.00 maintenance charge was unaware of charge until billed on Nov. 6, 2013.

Received billing of Nov. dues dated oct. 23, 2013. Paid 11/04/13 ck # 3412

Received billing of $29.00 fee of $29.00 on Nove 22, 2013. paid 11/15/2013 chk #3416

Received billing Nov. 22/2013 for $49.00 dues, $29.00 Enh fee $1.45 late chrgs. pd 11/29/2013 $79.45

Received billing of Dec. 27, 2013 for "current dues" $20.00 -unpaid.

1) [redacted] letter 29 Nov. 2013 to CFF : Explanatory Data to question fees & resignation of membership 2) [redacted] letter 24 dec. 2013 requesting return of Double $29.00 fee paid. Desired Settlement: see Attached document

. cancellation of $20.00 charge in dec. 27, 2013 billing.

.payment of $29.00 for double payment of enhancement fee.

. letter of contract cancellation on Dec. 1, 2013

Business

Response:

Dear Mr. [redacted],

Please review the attached CFF membership agreement which you initialed and signed on June 11, 2012. Centered vertically on the right-hand side of the first page of this agreement contains our Annual Enhancement/Maintenance Fee statement which required your initials directly beneath it. This statement reads "In addition to the foregoing [monthly investment], an additional $29 annual maintenance fee will be assessed each year." The $29 fee that you were charged in conjunction with your regular monthly investment in the month of November 2013 was this annual fee that you acknowledged on your agreement. Based on this information, CFF has decided to refuse your suggested/desired resolution to your Revdex.com complaint. If you have any further questions or concerns about this annual fee please feel free to contact CFF Member Services at ###-###-####.

Thank you,

CFF Executive Communications

Consumer

Response:

Review: 9875071

I am rejecting this response because:

I am in receipt of your January 17, 2014 letter. Thank you for responding to the

Revdex.com's correspondence on my behalf. I wasn't so fortunate in my two

letters sent to one of your service representatives: "[redacted], AR Specialist" Apparently

you see the solution to "our problem by merely extending my "December 31, 2013

cancel|ed" membership date to the 2/2/14 revised cancel date.....rather than per my

reimbursement request for: (1) the duplicate Enhancement $29.00 Fee paid twice in

November (11/15 & 11/29), plus: (2) the unsubstantiated December 27, 2013 "$18.55

charge plus $1.45 late fees" I do not enjoy playing games with numbers, especially

with those I trust when engaged in business. If the amount were other than trivial, CFF

would be corresponding with my attorney. However, since the amount is trivial and not

worth either your or my effort to continue further, I will accept your offer to put an end to

this unfortunate minor problem per termination date of 2 February 2014.

Finally, to ensure there is no further financial obligation to your company, I would appreciate receiving a final statement showing a zero balance owed.Thank you.

Sincerely,

Business

Response:

Dear Mr. [redacted],

Your account inquiry (Revdex.com rejection) was forwarded to our Billing & Accounts Receivable Manager, [redacted], for further review. [redacted] made the decision to cancel your account effective February 1, 2014. In addition to the processing of your account cancellation, you will be receiving a refund in the amount of $30.45. This refund will be mailed to you on Jnauary 31st in the form of a business check. We sincerely hope that this resolution meets your satisfaction.

Thank you,

CFF Executive Communications

Consumer

Response:

Mr. [redacted] physically came into the Revdex.com office to present his refund check and acknowledge that his complaint has been resolved.

Consumer

Response:

February 11, 2014

Please refer to Revdex.com letter of February 5, 2014, the latest response from California Family Fitness Co. regarding my Review: (1) non-refunding of a double payment for the "Annual Enhancement Fee" in the amount of $29.00 and (2), unsubstantiated December 27, 2013 118.55 charge plus $1.45 late fees". Further, my letter to CFF on 29 November 2013 exercised my option for termination of my membership in CFF as of December 31, 2013.

Upon receipt of CFF's January 17, 2014 letter, in response to the offer to extend my membership to February 2, 2014, I reluctantly agreed to accept to put an end to this unfortunate minor problem. However, since that date, on February 5, 2014, I received further communication from CFF, as written by Billing & Accounts Receivable Manager, [redacted], indicating the decision to cancel my account effective February 1, 2014 and, additionally, included CFF Check No. [redacted] in the amount of $30.45.

While the amount of Check No. [redacted] is not explained as replacing the $29.00 double payment for the Annual Enhancement Fee, I have no dispute in that matter. Further, with respect to my letter of 24 January 2014, as written on Revdex.com Letterhead, I requested receiving a final statement showing a zero balance owed per my Membership. With the acceptance and receipt of these items by CFF in written form, I will consider this matter closed.

[redacted] J. [redacted]

Consumer

Response:

Consumer states that the business sent a check a stated that he has a zero balance. Complaint has been resolved.

Review: I am being bullied by this corporation I canceled 3 months ago via fax and now I was told today that I owe 3 months of membership and penalties. My history will show my wife and I have not used there facilities in over a year.Desired Settlement: I want them to acknowledge that I faxed a cancel letter and close the account with a zero ballance.

Business

Response:

Hello Mr. [redacted]I have review your account. You were placed on a freeze on 9/26/14 until 6/29/15(first draft since freeze). You were given a notification that your account was coming off of freeze and back to active billing. From our notes we see that you acknowledged this and that you informed the lady who called that you had moved and do not have a membership. We informed you that your freeze had come off and that we need written request for a cancellation. If you are able to provide the fax that you stated you sent back in May we will be able to refund you for June and July. However, until then we are unable to refund you the amount. Thank you,[redacted]

Review: Monthly, I'm stopped/asked for referrals. By 7/14, referral count was 10+ enrolled for yr. After speaking to (General Manager) [redacted], was told initiating a corporate account could get my group lower rates and paying the enrollment fee of $11/person for 10 people would lock in my rate.7/29/14 initiated contract with CFF and was told: -locking in my corporate rate of $49 (individual) $99/mo (family)-My $99/mo rate effective 8/2/14-told my card on file would be charged for only 10 enrollments; subsequent billing would be charged to the new member-only need to provide first/last names of 10 with birthdates and emails, and the club would contact/set up-existing CFF members (clients/previous referrals) can have contracts rewritten at new rate8/2: despite being told new rate of $99, charged $109 for 8/148/12: my card charged $11x108/13: GM emails - need to come "sign a piece of paper" & now needs phone numbers of everyone to set up memberships 8/16: Email received again/confirmed current members will have existing contracts rewritten @ corp rate8/29: Called & emailed by [redacted] (membership) as my new contact to get corporate account approved8/30: Told start up fee for another person was due + 2 wk deadline for everyone to sign up so he could get "everyone approved"9/2: [redacted] (sales, Roseville) calls requesting copy of letterhead for client at his desk signing up despite Rocklin CFF having the information. Dues not changed to $99/mo, $109 drafted for Sept9/4: Charged 6 memberships. Card frozen by bank. Left 3 messages from 9/4-9/6 asking for explanation why MY card used; 1 callback vmail, no apology/email/follow upOct: Collection notices for no card on file11/21: Informed CFF cancelled corp acct because "promises made/can't be fulfilled". Told $227 past due; CFF to honor only my $99/mo. GM to give $50 credit/will relay to BillingOct-Dec: Emails/calls w [redacted] (Billing) told no $50 credit discussed, only giving 7/10 credits ($77) 3 credits given to cxld member's cards.Desired Settlement: 3 refunds @ $11/ea because of error on CFF's part. CFF refunded 3 member enrollment fees that were not paid by these members or even with their cards. -$33Aug/Sep: charged $109/mo not $99 rate -$20$29 late fees assessed Oct/Nov for no card update. CFF was negligent handling MY personal card & used for 6 others. Promised $50 credit as courtesy for fees by GM who said he would tell his friend [redacted] to apply on acct; 12/12/14: told no conversation occurred with her/GM -$50$103 refund due

Business

Response:

I am sorry that you have been given the run around regarding setting up a corporate account. Below is all the information regarding what we have done with your account. I have applied the $50 credit to your March dues. Below is the e-mail chain in trying to resolve the Skultety Corporate rate, and billing charge backs. In resolution. · The $99.00 Skultety Corp rate was honored vs $109.99 retail rate. Even though the Skultety corporate account fell through. · We did not respond to the below noted membership charge backs for the 1st draft of $59.00 so that members bank would indeed credit her back for these charges, as discussed. · All the below noted memberships were cancelled, and billing information removed. · We credited [redacted]’s January 2015 billing $77.00 to make up for 7 out of 6 accounts noted below for the $11.00 initial investment payments that were not charged back with the bank. [redacted] – [redacted] Credited for the $11.00 initial payment. [redacted] – [redacted] Credited for the $11.00 initial payment. [redacted] – [redacted] Credited for the $11.00 initial payment. [redacted] – [redacted] Credited for the $11.00 initial payment. [redacted] – [redacted] Credited for the $11.00 initial payment. [redacted] – [redacted] Credited for the $11.00 initial payment.

Business

Response:

Dear Ms. [redacted], Please see attached responses. Thank you,[redacted]

Review: The company impose new fees on me while when I registered and became member, I was not told about this charges and in fact, I was told at anytime I could put my membership on hold without any fees.My membership and commitment ended 2 years ago and since then has been month-month.I asked for holding my status in February and I was asked to pay $15.99 per month even it was unfair. I was not on contract. Now I want to cancel my account and they want to charge me another month of membership when I am not asking for it.If this is not in your ability to reslve it then please guide me through since this is a rip off and unfair business and imposing their power over customers because they can. It is totally unfair and inappropriate. I am committed to file complaint anywhere I can if necessary. The customer service doesn't help with my complaint. Billing and customer service is the same for me.Desired Settlement: Any payment since February 2014 should be refunded since I didn't have any commitment to be a member. I was going to cancel but the customer service drove me to go this route to make money out of me.

Business

Response:

Per our records, [redacted] signed our freeze form on January 31, 2014 acknowledging that we would place his account on Freeze from 2/18/14 through 8/17/14, charging him $15.99 per month (see attached). Whether the membership is in a Term or a Month-to-Month, the freeze fee applies to all active members who would like to place their accounts on hold. Both representative [redacted] and I explained to this member what he signed and why he was charged the $15.99 per month for the time he was on a freeze, but he demanded a refund nontheless. [redacted] mentioned that he wanted to cancel his account, so we let him know we would be willing to apply the Freeze Fee he paid in July and the prepaid $49 Last Month's Dues to the total owed ($99 total owed, less the $15.99 Freeze Fee and the $49 Prepaid would leave him with a balance of $28), but he would not accept that. We have offered what we can to this member, it will be up to him to decide if he wants to take our offer or not.

Member Services and Retention Supervisor

Review: I got a membership for my son some months ago. When we had to get another Visa card for the account that was paying for the fees, it wasn't discovered until the account was in collections so we were offered a deal to pay a certain amount, the original acct would be closed and a new acct would be opened. When I went into the club to sign the papers and give them my credit card information, I Specifically Asked if the contract would start all over again or if it would be compensated to show the original date when I first signed up. I was told that they would 'put notes in their system' to explain that the contract would still have the original start up date. Because I kept hearing about stories of members that were verbally promised one thing but on paper it was a different story, we decided to cancel my son's membership.When I called to do that, I made the acct current and was told I needed to talk to the cancellation dept. So I was on hold for well over 16 minutes, waiting to cancel the acct. I was told then that it stated in my contract that the term would start all over again and the girl emailed me another copy of the 2nd agreement that I never even got the first time! I just want the acct cancelled and I want NOTHING to do with a company that verbally promises one thing but Legally says another. I believe that is called FRAUD. And I know Many people who feel this way concerning this club.Desired Settlement: Cancel this fraudlent membership!

Business

Response:

[redacted] is contesting her obligation to the contract

she agreed upon. Her concerns about signing a new contract to transfer her

agreement to her son’s name are valid and her concern about being obligated to

a new 12 months can be settled and compromised. Her initial contract was

canceled and re-written to a new term, and she also authorized that CFF renew

her terms to another 12 months; with a new start date. However, our company is more than willing to

hold her to her old agreement (which she is requesting), that agreement has a

start date of 9/30/13 and obligation date to 9/30/14. Even if she applied to

cancel without authorizing a new contract, [redacted] would have still been

responsible for the cancelation fees from the original contract. Both agreements

that Ms. [redacted] signed and authorized obligated her to her cancel terms.

CFF always confirms that our signing customers are 18 years and older, and CFF

also have all of our clients sign and initial our contracts to avoid false

allegations of fraud and/or verbal promises.

Review: My oldest son initially contacted Family Fitness. I received many phone calls from salespersons and I made an appt at 6:00pm to come in because they were running a special. The day of the appt. I received a phone call whom I thought was the person I had the appt. with that he could just save me time and sign up on-line. Since I was in the middle of cooking dinner I said ok. At the very beginning it was known that I would be signing up month to month. In January 2015, I became ill with bronchitis and was sick the entire month. I called the facility to cancel, they said I had to come in, so I went in and had to wait 15 minutes before someone helped me. I explained the situation that myself and my youngest son don't use the facility but my oldest one uses the Elk Grove facility. He said I could not just leave my oldest son on the membership and he suggested to put it on hold until August to see if still wanted to continue or cancel That I could at that time. In September I got bronchitis again and received an email that my card declined the charge. I forgot that my bank sent me a new card because of a dept store I used had credit cards compromised. Since I was sick I said in an email to just cancel the membership. I felt they signed me up on-line they could cancel on-line. This is when I was told by a very rude lady [redacted] that I signed up for a year. I never signed up for a year all she said was read your contract. I did not feel at the time I had to since it was known to whoever I spoke to I wanted month to month. The person who signed me up was with another facility unbeknownst to me. [redacted] kept interrupting me and kept saying read your contract. I was willing to pay $200 and be done with them. She said "no" so I said then you will get $10 month. She said that is not going to work so I hung up. She wouldn't let me state that my oldest son still wanted to use the facility. I thought if that is the way they are going to run a business then my son can go somewhere else.Desired Settlement: I went out of my way at the beginning to make sure that the guy I had the appt. with got his commission and they want to send my acct. to collections. I am willing to pay a fair amount.

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.

Business

Response:

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]