California Ripped Fitness

My name is [redacted] and i'm the district manager and run the facilities Both her and her husband had thier own membershipNobody is allowed to cancel somebody elses membership by law, only the person who signed the contract is allowed to handle this situation We are not even allowed to discuss somebody elses account with a third party unless they are a minor who had a third party sign for them [redacted] has been informed multiple times by myself and many of our employee's that we never recieved a written cancelation notice for her husband which they have both admitted they never sent inWhich is clearly stated on the contract is the process to cancel One of our old managers went out of his way and did [redacted] a favor by canceling her membership in person in the facility At this time her husband wasn't present and his membership wasn't canceled All of our agreements need a written cancelation with a day notice from time of being submitted! Even though we cannot discuss this situation with [redacted] she continues to harass our employee's calling over and over! We did her a favor by canceling her membership in person and her husband never took the steps to cancel his and that is why it has stayed active We have not violated the terms of our contract that he signed! Also the stories they have given us have changed over time! What it comes down to is we are following the terms of the contract which was signed by her husband! Also our billing company had been contacting him since his first payment didn't go through, he never responded back saying anything about it being canceled! Now we are months later and his wife has been calling over and over When you hold someone accountable for what they agreed upon and don't just do what they want they say it's bad customer service! We have notes that date back to December and emails sent from our billing company that informed him his membership was active

I am rejecting this response because: [redacted] ,1) The employee who originally told me on 11/13/that both [redacted] 's and my accounts were "terminated" was the first employee I spoke with regarding our accounts and his response was the start of this whole matter2) The Lincoln manager [redacted] in December of told both me and [redacted] over the phone that she was making an exception to cancel our accounts verbally as we had been misinformed of our account status by the employee in November- and I never went in to the Lincoln club to cancel my account- I spoke with [redacted] on the phone at the beginning of December and [redacted] spoke with her right before Christmas3) As [redacted] confirmed that she was cancelling my account over the phone at the beginning of December and confirmed over the phone with [redacted] at the end of December that she was cancelling his account, and that we would see a refund on our credit card regarding previous account charges, we were verbally informed over the phone by this employee on separate dates that both of our accounts were cancelled When we saw a credit card refund come through at the end of December 2014, this indicated to us, in accordance with what we had both been informed of by [redacted] , that our accounts were cancelled.4) Employees [redacted] , [redacted] and [redacted] in the spring of 2015- all three of these employees informed [redacted] and me that you would call us regarding this matter, but [redacted] and I have never yet received a call to date from you.5) Please respond to the letter our attorney has sent to you.6) Please cancel [redacted] 's account effective December and refund his account charges accordingly

1) One of the first times [redacted] called in she talked to me I answered the phone and I actually stated to her that her husband would of had to send in a written notice as the conversation went further I informed her I was unable to discuss his account with her only the adult who signed the account I had three other employee's in the excessive amount of times she was calling inform her of the situation and the rules of the agreement2) I have people in the clubs who handle situations like this and I'm sorry but I'm extremely busy and don't have time to contact every member with a issue with over 16,members in our four clubs The situation wasn't going to change by talking to me The terms of the agreement and cancelation policy are as stated on the agreement and that had been communicated to them over the numerous phone calls.3) LIke it has been explained, they did a courtesy for [redacted] because she personally went into the club herself on her membership and we even did refund event though the policy is a day notice But as for her husbands membership nobody would of been able to cancel it but him Which was first stated by [redacted] that she went in and canceled them both, which isn't legal for someone else to cancel a membership signed by another responsible party Then later [redacted] stated to [redacted] in our Roseville location he called and canceled it Which isn't a way to cancel either The reason a written notice is required is for these type of situations4) The law hasn't changed a contract can only be canceled by the person who signed it Nobody would inform you that his account was canceled because in the system it is in past due but not canceled I was in communication with the employee's that she talked to and they were all well informed of the situation Also National Fitness started contacting them as soon as the first payment didn't go through.5) [redacted] tried to send a request based on what was told to him by [redacted] which was exactly that a request He didn't know that [redacted] had already spoke to me and other employee's many many times which she was clearly aware of the situation that he had to pay the past due to clear this up6) Nobody has informed them [redacted] 's account was canceled only [redacted] 's which had been canceledThe terms of the signed agreement state a written notice with a day cancelation which [redacted] and [redacted] have both stated they never did! They would have to pay the past due balance through national fitness and they will be canceled and removed from collections

My name is [redacted] and i'm the district manager and run the facilities.  Both her and her husband had thier own membership. Nobody is allowed to cancel somebody elses membership by law, only the person who signed the contract is allowed to handle this situation.  We are not even...

allowed to discuss somebody elses account with a third party unless they are a minor who had a third party sign for them.  [redacted] has been informed multiple times by myself and many of our employee's that we never recieved a written cancelation notice for her husband which they have both admitted they never sent in. Which is clearly stated on the contract is the process to cancel.  One of our old managers went out of his way and did [redacted] a favor by canceling her membership in person in the facility.  At this time her husband wasn't present and his membership wasn't canceled.  All of our agreements need a written cancelation with a 30 day notice from time of being submitted!  Even though we cannot discuss this situation with [redacted] she continues to harass our employee's calling over and over!  We did her a favor by canceling her membership in person and her husband never took the steps to cancel his and that is why it has stayed active.  We have not violated the terms of our contract that he signed!  Also the stories they have given us have changed over time!  What it comes down to is we are following the terms of the contract which was signed by her husband!  Also our billing company had been contacting him since his first payment didn't go through, he never responded back saying anything about it being canceled!  Now we are months later and his wife has been calling over and over.  When you hold someone accountable for what they agreed upon and don't just do what they want they say it's bad customer service!    We have notes that date back to December and emails sent from our billing company that informed him his membership was active.

I talked to [redacted] over the phone for close to 35 mins.  I explained to him the situation, his old account was past due and set for in house collections because his payment didn't clear.  So what I have on file is a new contract for 12 months for his wife which was signed by [redacted], to start...

this new agreement all her information had to be provided and a initial fee of $30 was paid.  [redacted] stated to me he thought he was just changing the card information on his old account which was deliquent and since this was the second time this happened I asked [redacted] if he had to provide all this information for his wife and sign a new contract the first time?  Since he was stating that's what he thought he was doing again.  Also who just changes there billing information and turns around and says I'm not starting a new account I'm I? So that either sounds fabricated to me or he knew what he was doing.  So on the new agreement [redacted] started for his wife he paid a initial fee of $30 which I asked him about and he stated he thought it was for his old account.  Eventhough we had a signed agreement for 12 months for him I tried to do what I thought was a very fair resolution of the situation.  I told [redacted] I will take into consideration there was some kind of mistake made he was billed for 3 months on that account and I would refund him the $90.  He then persisted to curse at me and tell me he now wanted the $120 which would include the initial fee of $30 which his originail account was behind in late fee.  So the $90 and the cancelation of the agreement for 12 months that he signed wasn't good enough for him and he told me go [redacted] yourself.  I explained to [redacted] I'm not sure what the issue was when you came in that day you paid the $30 no problem that you yourself stated was suppose to go to your old account!  I thought my resolution was more then fair!  I explained to him he had late fees and his monthly dues were $20 so I made the money even out and that wasn't fair enough for him.  Also in this complaint which was different then what was stated on the phone he says he thought the $20 was for his dues and $10 for a processing fee which would be returned makes no sense at all!  Why would we charge a processing fee and then return it? Also if he thought he was just changing his billing on the account why would he of been ok paying a processing fee?  Nor did he pay a $10 processing fee the first time he changed his billing. I was more then fair with [redacted] and he was very rude! You try to come to some sort of resolution but it just seemed if it was 100% his way then he wasn't willing to resolve this issue, I let him know I didn't even have to cancel the agreement for the 12month term he signed it and it was a legal document but I was willing to give him the benefit of the doubt at the time but after the language and way I was talked to now he can follow the procedures of his signed agreement.

1)  One of the first times [redacted] called in she talked to me I answered the phone and I actually stated to her that her husband would of had to send in a written notice as the conversation went further I informed her I was unable to discuss his account with her only the adult who signed the account.  I had three other employee's in the excessive amount of times she was calling inform her of the situation and the rules of the agreement. 2)  I have people in the clubs who handle situations like this and I'm sorry but I'm extremely busy and don't have time to contact every member with a issue with over 16,000 members in our four clubs.  The situation wasn't going to change by talking to me.  The terms of the agreement and cancelation policy are as stated on the agreement and that had been communicated to them over the numerous phone calls.3)  LIke it has been explained, they did a courtesy for [redacted] because she personally went into the club herself on her membership and we even did refund event though the policy is a 30 day notice..  But as for her husbands membership nobody would of been able to cancel it but him.  Which was first stated by [redacted] that she went in and canceled them both, which isn't legal for someone else to cancel a membership signed by another responsible party.  Then later [redacted] stated to [redacted] in our Roseville location he called and canceled it.  Which isn't a way to cancel either.  The reason a written notice is required is for these type of situations. 4)  The law hasn't changed a contract can only be canceled by the person who signed it.  Nobody would inform you that his account was canceled because in the system it is in past due but not canceled I was in communication with the employee's that she talked to and they were all well informed of the situation.  Also National Fitness started contacting them as soon as the first payment didn't go through.5)  [redacted] tried to send a request based on what was told to him by [redacted] which was exactly that a request.  He didn't know that [redacted] had already spoke to me and other employee's many many times which she was clearly aware of the situation that he had to pay the past due to clear this up. 6)  Nobody has informed them [redacted]'s account was canceled only [redacted]'s which had been canceled. The terms of the signed agreement state a written notice with a 30 day cancelation which [redacted] and [redacted] have both stated they never did!  They would have to pay the past due balance through national fitness and they will be canceled and removed from collections.

I am rejecting this response because:[redacted]:1) Neither [redacted] or myself have ever heard from you prior to this date in any way- phone, text, email, or in person.  This message in Revdex.com is the first contact I have ever received from you with regards to this ongoing issue.2) Multiple employees have confirmed with me and with [redacted] in the past months that they have sent you messages on several occasions with our contact information and the request that we want to get in touch with you, and still [redacted] nor I have yet to hear from you.3) The history of this saga has not changed.  The employe that I spoke to in November 2014 told me that both my and [redacted]'s accounts were cancelled.  When we saw charges come through in December, the employee [redacted] was kind enough to confirm with me and [redacted] that although written cancellation is typically required, she understood that we were misinformed of our account statuses by the employee I spoke with the previous month and was kind enough to tell us that she would make an exception and CANCEL BOTH OF OUR ACCOUNTS.  When we saw refund charges come through in December 2014, there was no invoice to describe what this refund was specifically for and we expected that it was a refund for BOTH OF OUR MEMBERSHIP CHARGES for December because Cal Ripped Fitness employee [redacted] had informed us earlier that month that SHE WAS TAKING CARE OF IT AND CANCELING BOTH OF OUR ACCOUNTS.4) When [redacted] started receiving calls from [redacted] in February 2015 regarding his account I spoke with your employee [redacted].  [redacted] explained that some sort of laws had changed at the start of 2015 regarding account privacy and that [redacted]'s account was still not cancelled as I had been informed of TWICE previously by two of your Cal Ripped Fitness employees.  [redacted] then proceeded to inform me that "there was nothing she could not retro-activate the membership cancellation because some computer system changes had also been made in recent months and employees did not have access to that service anymore.  She then proceeded to inform me of the contract stipulation for membership cancellation.  While [redacted] and I are well aware of this, we had previously been informed by two different Cal Ripped Fitness employees on two different occasions that our accounts were cancelled or being cancelled and that we did not have to take care of any paperwork.5) In March of this year, your employee [redacted] was kind enough to offer to send a message to [redacted] informing them that [redacted]'s account should have been cancelled at the same time mine was and that his account should be credited back to November 2014.  I thought that would be the end of this story.  Finally, a Cal Ripped Fitness employee who would honor what I had been told by two different Cal Ripped Fitness employees previously.  However, apparently you denied this web request.  Mind you, you did not inform us of this decision, and we never were made aware of this decision by any Cal Ripped Fitness employee.6) [redacted] continued to receive communication from National Fitness- and sent in letter disputing the account charges as we had previously been informed by two different Cal Ripped Fitness employees on two different occasions that our accounts were cancelled or being cancelled and that we did not have to take care of any paperwork.  After receiving a response from [redacted] to the dispute of the balance due on [redacted]'s account, [redacted] spoke with Cal Ripped Fitness employee [redacted] who said [redacted] would call [redacted] the following day by 9 AM and to contact her if [redacted] didn’t call.  You never called.As both [redacted] and I have been informed by two different Cal Ripped Fitness employees on different occasions, plus [redacted]'s effort to remedy the cancellation issues, that our accounts were cancelled or being cancelled and that we did not have to take care of any paperwork, please honor what we have been informed of by your own employees and set [redacted]'s membership cancellation date to December 2014, and refund the charges on his [redacted] account.Thank you.[redacted]

I am rejecting this response because:[redacted],1) The employee who originally told me on 11/13/14 that both [redacted]'s and my accounts were "terminated" was the first employee I spoke with regarding our accounts and his response was the start of this whole matter2) The Lincoln manager [redacted] in December of 2014 told both me and [redacted] over the phone that she was making an exception to cancel our accounts verbally as we had been misinformed of our account status by the employee in November- and I never went in to the Lincoln club to cancel my account- I spoke with [redacted] on the phone at the beginning of December and [redacted] spoke with her right before Christmas3) As [redacted] confirmed that she was cancelling my account over the phone at the beginning of December 2014 and confirmed over the phone with [redacted] at the end of December 2014 that she was cancelling his account, and that we would see a refund on our credit card regarding previous account charges, we were verbally informed over the phone by this employee on separate dates that both of our accounts were cancelled.  When we saw a credit card refund come through at the end of December 2014, this indicated to us, in accordance with what we had both been informed of by [redacted], that our accounts were cancelled.4) Employees [redacted], [redacted] and [redacted] in the spring of 2015- all three of these employees informed [redacted] and me that you would call us regarding this matter, but [redacted] and I have never yet received a call to date from you.5) Please respond to the letter our attorney has sent to you.6) Please cancel [redacted]'s account effective December 2014 and refund his account charges accordingly.

Good afternoon [redacted], I contacted my GM regarding [redacted] #782400378 membership at California Ripped Fitness. He advised me that because Mr. [redacted] signed a contract for a year membership on Jan 11, 2016, he is locked in contract until Jan 11, 2017. Mr. [redacted] must pay the...

two remaining monthly dues of $29.99 to be eligible for cancellation. I went ahead and started the process of cancellation for Mr. [redacted] membership. Mr. [redacted] will not have to take any further action by contacting ABC, or our facility to cancel when his agreement is up, it will automatically cancel on Jan 11, 2017; as long as the two remaining contractual monthly dues are paid. I plan on contacting Mr. [redacted] later today to help ease his uncertainty, and explain his situation further. I hope this written explanation will suffice. If I'm missing anything crucial, please let me know. Best regards, [redacted]CRF Management

I'm really sorry you feel this way.  We have never had a lifetime membership and like you stated 15yrs ago you paid 3yrs up front and the $99 rate was allowed to you for the next 12.  The contract is a annual contract and not a lifetime contract it expires every year.  CA Ripped Fitness is a completely different business then Gold's was.  We are not making any changes in the middle of your annual agreement, we are just informing you that your membership has expired we no longer have a $99 rate.  What the sales associate explained is our lowest rate is 19.99 and that is a 3 yr contract which has an annual fee attached to it like all of our agreements.  What we are willing to do for you is give you that rate of 19.99 X 12 which would be 239.88 for a 13 month term.  This is not something we are just doing with you!  Most of the old members have resigned at the $240 rate and a few have choose to go elsewhere.  We are still the cheapest price around for our facility and all it has to offer.  This is the best rate we can offer and we really hope we can keep you as a member!

[redacted] we are no longer Golds gym and many things have changed in the 12 years you've been a member. Like minimum wage has went up multiple times and so has every other bill you can think of it takes to operate our facility. You have an annual agreement that expires every 12 months nowhere does it say...

we have to honor that rate after every year. I can promise you theres no business you can go to today and pay the same for a service or good you did 12-15 years ago. As far as our agreements are concerned we are not bound to keeping you at $99 a year. If you've been paying that rate for 13 plus years I think the business has definately kept there end of your agreement you say you had 15yrs ago! Unfortunately CA Ripped Fitness isn't honoring the old golds rates and cant operate business at them. We were willing to meet you in the middle with a discounted rate based on the rates today, which you have already been informed of.

Review: I signed up for a membership at this gym and never went, so I decided to cancel. I mailed a letter to the PO box listed on their website, and realized after I sent it I hadn't sent it certified. I meant to send another copy, but got busy and it slipped my mind. I assumed that they would keep charging me until I sent another (certified) letter. Then I saw that they had stopped charging my card, so I assumed it had been processed successfully. My card info had not changed and I had no reason to think there was a problem with my membership. 2 months later, I opened my mail to find a threatening letter from a collections agency, trying to collect $50 on behalf of CA Ripped Fitness. I never received a single notice of this from them before it went to collections. I only knew that I sent in a cancellation request and they stopped charging my card.I tried calling them repeatedly to resolve this, only to be told that no manager was on site and she would have to call me back, which she never did. This has happened to several people that I know personally (even people who sent their letters certified), and it is an absolutely unacceptable way to conduct business.Desired Settlement: I would like CA Ripped Fitness to remove the negative information from my credit report and cease all debt collection activity.

Business

Response:

[redacted] we have no cancelation notice on file at all and in the notes our billing company has tried getting ahold of you since july of 2014 with the information you provided on your membership. Your payments from our records look like as of july 1, 2014 your billing didnt go through and you would not be able to cancel with a balance on your account. At this point this has been a year since your billing stopped and for some reason your card stopped working and it says the card was invalid so to clear up your collections matter you would have to pay the balance off.

Consumer

Response:

I am rejecting this response because:I did not receive any communication from their "billing company" - rather, I received a notice from a collections agency in late fall. I also tried to contact California Ripped Fitness management multiple times to no effect. This is an absolutely ridiculous way to treat customers, especially one who never once utilized their services. I clearly am not the only person to have had this problem. Perhaps California Ripped Fitness should re-evaluate its business practices.

Business

Response:

Our gym is opened the same days and times since you signed up and we never prevented you from using our service you were paying for! The term on the agreements are stated very clearly it is a 30 day written cancelation. The billing company did make attempts on multiple occassions to contact you with the email and number you provided when signing up. You either lost your card on file or it expired but the payments stop going through and it would be your responsability to handle that situation just as if it was you car payment or rent payment set to come out automatically. As of now you would need to clear this matter up by paying the past due amount you owe.

Consumer

Response:

I am rejecting this response because:I understand the days and times your gym is open. I never said that you prevented me from using the service. However, I did say that I repeatedly tried contacting your management and was never able to get through to anyone, nor did I receive a return phone call from the facility. The collections agency did contact me, as I stated previously. At that point I had already submitted a written cancellation form. I understand how to pay bills, thank you very much. I am disgusted by the rude service I have repeatedly received from your gym, and I suggest you take a look at your Yelp reviews if you think I am the only customer to have had this problem with you. It's absolutely infuriating. If you went out of business tomorrow, it wouldn't be soon enough.

Consumer

Response:

I don't have a copy of the cancellation. It's a form that is filled out on their site and then printed off and mailed to a PO Box. Stupidly, I did not think at the time that I would need proof of this 2 years later. I am happy to pay the last month's fee, however the problem that I have is that it's on my credit report and I am being asked for 4 times the monthly fee. I tried to resolve this with them over a year ago, and I wasn't able to do so. Clearly there is fault on both sides. I do not think that this should appear on my credit report, as clearly there is a serious problem with their billing/collection practices.

Review: I have never had an account with this agency yet they were allowed to put a collection on my account. Either it is fraud or mistake.Desired Settlement: Take off of my credit

Business

Response:

Im kind of confused on this situation? She has been a member of our facility for many years! She got behind on payments and eventually got put into collections! Dont see what shes doesnt understand or why she feels that she doesnt have to pay her past due bill?

Consumer

Response:

I am rejecting this response because:I have never been a member of this facility it must be a mistake or ID theft. Please download contract with Revdex.com this is foreign to me.

Business

Response:

This facility used to be a golds gym under the same ownership that is now CA Ripped Fitness. Does this make more sense?

Review: Signed month to month contract with company via website. Cancelation 30 days per contract signed by both parties. First/Last months membership collected upon signature of contract of 24.95 per month. 30 day written notice required to cancel.- Sent written cancelation to company listed in contract as cancellation address in late May with a requested cancelation date of 7/1. Asked to apply last months deposit towards remaining 30 days OR if not time then to refund last months.- Company took 24.95 from checking account on 6/1 for membership fees from 6/1-6/30- Called company and was told local branch took care of cancelation; NOT company address listed in contract as stated by contract.- Made several attempts to contact local branch. Was told my membership was canceled and I had 60 days to enjoy the club. I stated contract cancelation was 30 days. Was told in writing that yes policy was 30 days cancelation but that did not matter; I was paid for 60 days and could use for 60 days. No refunds. That is what everyone pays.- Made several attempts to escalate the matter; was told owner would review. Have not heard back.Followed ALL rules for cancelation and company refuses to refund the extra funds they took from my account. I understand my cancelation may not have been in time to stop auto withdraw but it was within 30 days and I am being charged 60 which is a breach of their contract.Desired Settlement: Followed ALL rules for cancelation and company refuses to refund the extra funds they took from my account. I understand my cancelation may not have been in time to stop auto withdraw but it was within 30 days and I am being charged 60 which is a breach of their contract. Requesting 30 days with of membership refund of $24.95

Business

Response:

[redacted] had reached out to us via [redacted] around the 1st of July. By the 2nd of July she had her refund processed and everything was handled. There was never a breach of contract, either.

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. The response from the business is a lie. It was not resolved until almost the end of the month and it was a breech on contract. However thanks to your help I very recently received a refund and consider the matter closed. I will not do business with them again and have warned my friends; especially since they continue to lie.

Review: RIPPED FITNESS IS EXTREMELY DIRTY. THERE IS PILES OF DIRT ON FANS, WEIGHT RACKS, THEIR EQUIPMENT IS NOT ALWAYS WORKING. THEY HAVE NOT BEEN COMMUNICATING WITH US CUSTOMERS. THEY HAVE BEEN HAVING LIGHT ISSUES IN CHILD CARE. THEY WILL RANDOMLY CLOSE THE CHILD CARE AND US CUSTOMERS WONT KNOW UNTILL WE SHOW UP AND SEE THE CHILD CARE IS CLOSED. THERE HAS BEEN LEAKS IN THE ROOF AND SWEEMS TO BE MOLD GROWING ON THE INSIDE. WE HAD ADDRESSED ALL OF THESE ISSUES AND MANAGER SAYS IF THE OWNER SAYS ITS SAFE THEN ITS SAFE. BY THE LOOKS OF IT, ITS NOT SAFE. I WOULD LIKE TO REQUEST SOMEONE TO GO TOO THE FACILITY AND DO A DETAILED ENSPECTION TO MAKE SURE ITS A SAFE PLACE FOR OUR CHILDREN AS WELL AS US PARENTS. THEIR EMPLOYEES ARE NOT ON THE SAME PAGE AND KEEP TELLING US RANDOM STORIES AND WE FEEL HAVE BEEN LYING TO US. THEY SAID THE LIGHTS IN THE CHILD CARE WERE CRACKLING AND SMELT LIKE SMOKE AND THEY WERE GOING TO HAVE AN ELECTRICIAN COME OUT BUT THEY NEVER HAD ONE COME OUT THEY JUST OPENED THE CHILD CARE AND SAID EVERYHTING WAS OK THE NEXT DAY. PLEASE CALL ME IF YOU HAVE ANY MORE QUESTIONS. THEY ADVERTISE 3 TANNING BEDS AND ONLY TWO ARE UP AND RUNNING. MANAGER SAID TANNING IS FREE SO THERE IS NO REASON TO FIX THE THIRD ONE. MIND YOU ITS BEEN DOWN FOR OVER A YEAR.Desired Settlement: PLEASE SEND A SOMEONE OUT TO DO A DETAILED INSPECTION ON THIS GYM. THEY NEED TO MAKE SURE ALL OF THEIR EQUIPMENT IS RUNNING PROPERLY AND ITS SAFE WITH NO MOLD OR ALGE.

Business

Response:

We did have a electrician out several times and the problem has been fixed and the childcare is up and running. There was a leak in the roof which caused some issues and we took it to the property owner and both the roof and lights have been fixed. [redacted] and family have both been back to the gym on a regular basis so I hope everything is well and we are sorry for the miscommunication.

Review: On 12-20-14 I attempted to change the credit card on file at my gym as the card they were charging had been stolen and was canceled. The clerk told me that the number associated with my wife's access card was unable to transfer and that she would need a new access card. I told him I did not want a new account, I wanted to simply change my credit card and keep the existing account exactly as it was. He told me that nothing would change and that I wouldn't be charged any more money, that they would wave any late fees and processing fees on the account because the card had been stolen. He told me that in order to link the new access card to the existing account, I needed to fill out a form with my wife's information on it and sign for receipt of the new card and authorize it to take the place of her old access card which would be removed from the system. I asked again if this was a new account being set up, or if this was just fixing the old account so my wife could access the gym. he assured me that it was not a new account and that nothing was going to change on my old account except that she would have a new access card. I signed the paper, and authorized the balance of my existing account to be on the new credit card which I was told would be $20 plus a service fee of $10 and that the $10 would be credited back to me. Our card was stolen again and I came in to change the card on file in january to the current card on file. In March my wife noticed several charges from the gym totaling more than normal, so we asked them what the charges were and they informed us that in December we had been signed up for a second account for my wife and that account was being charged $30 per month. I explained to them what was going on and they have refused to pay back the $120 they charged this account which I did not know existed because I was assured I was not signing up for a new account multiple times. They have refused to credit back the full amount despite the misrepresentation of the contract at signing.Desired Settlement: I want the full amount of all money charged to the acount fraudulently opened on 12-20-14 to be refunded, for all accounts under the names [redacted] or [redacted] to be closed and any associated dues or fees waived, and a written appology from the district manager of the facility, Andrew, for not only the negligence of the employees, but his blatent disrespect during our phone conversation on 4-16-15.

Business

Response:

I talked to [redacted] over the phone for close to 35 mins. I explained to him the situation, his old account was past due and set for in house collections because his payment didn't clear. So what I have on file is a new contract for 12 months for his wife which was signed by [redacted], to start this new agreement all her information had to be provided and a initial fee of $30 was paid. [redacted] stated to me he thought he was just changing the card information on his old account which was deliquent and since this was the second time this happened I asked [redacted] if he had to provide all this information for his wife and sign a new contract the first time? Since he was stating that's what he thought he was doing again. Also who just changes there billing information and turns around and says I'm not starting a new account I'm I? So that either sounds fabricated to me or he knew what he was doing. So on the new agreement [redacted] started for his wife he paid a initial fee of $30 which I asked him about and he stated he thought it was for his old account. Eventhough we had a signed agreement for 12 months for him I tried to do what I thought was a very fair resolution of the situation. I told [redacted] I will take into consideration there was some kind of mistake made he was billed for 3 months on that account and I would refund him the $90. He then persisted to curse at me and tell me he now wanted the $120 which would include the initial fee of $30 which his originail account was behind in late fee. So the $90 and the cancelation of the agreement for 12 months that he signed wasn't good enough for him and he told me go [redacted] yourself. I explained to [redacted] I'm not sure what the issue was when you came in that day you paid the $30 no problem that you yourself stated was suppose to go to your old account! I thought my resolution was more then fair! I explained to him he had late fees and his monthly dues were $20 so I made the money even out and that wasn't fair enough for him. Also in this complaint which was different then what was stated on the phone he says he thought the $20 was for his dues and $10 for a processing fee which would be returned makes no sense at all! Why would we charge a processing fee and then return it? Also if he thought he was just changing his billing on the account why would he of been ok paying a processing fee? Nor did he pay a $10 processing fee the first time he changed his billing. I was more then fair with [redacted] and he was very rude! You try to come to some sort of resolution but it just seemed if it was 100% his way then he wasn't willing to resolve this issue, I let him know I didn't even have to cancel the agreement for the 12month term he signed it and it was a legal document but I was willing to give him the benefit of the doubt at the time but after the language and way I was talked to now he can follow the procedures of his signed agreement.

Review: Since August 1, 2015 I have been trying to cancel my contract with California Ripped Fitness. I am the signer on the contract, I had their medical formed filled out and sent back. There billing company [redacted] called to confirm that I was for all members on the contract. I said "Yes". California Ripped Fitness decided to cancel my name on the membership but not the other two person on the contract. I explained to both California Ripped Fitness and [redacted] that is not what it says in their contract. How do you force someone else to take over a contract? Each time I talk to California Ripped Fitness they say it is [redacted] problem, talk to [redacted] they say it is California Ripped Fitness problem. I've talked to California Ripped Fitness GM [redacted] and he had no clue how there contracted worked. So I pulled my billing info, because they weren't suppose to charge me for September. They did, when I called to have them refund it. They said NO. Everybody from [redacted] to California Ripped Fitness I've talked to has no clue of there contract.Desired Settlement: I would like the September payment be repaid to me. I want the contract completely cancelled, and no marks or bad report on my credit.

Consumer

Response:

This morning my account was cancelled and when this lady got back to work for her second shift. [redacted] had called her manager and had my account reinstated. I would like to reopen my complaint against [redacted]. He is the one that is causing all this. [redacted] had no problem with my Verification of Disability. [redacted] is not excepting it and he has some type of vendetta against me. She has never had this problem canceling a contract. The form I submitted is more information than [redacted] requires. [redacted] wants my Doc to basically just write a note, he is saying since they are not with National Fitness anymore my Verification of Disability is no good. This is all [redacted]. I will be filing my small claims either tomorrow or Friday at Placer County Court. Once I get my case number I will send you an email. This guy should be fired from his job. I am also taking with a personal attorney to see if I can go after [redacted] himself. Thank You.

Business

Response:

This case is nothing personal against anyone [redacted] was told he can cancel his whole 3 year agreement for everyone with a suffiecent medical not fromhis doctor that formhe recieved from [redacted] isnt a for we accept for cancelation. If there is a medical issue im not sure why just getting a medical ote is this big of a issue? Also we have a copy of the letter he sent to his doctor asking him to fill in what two boxes on the form to cancel his membership. Him stating it was canceled then it wasnt im not sure what thats about we have asked for this letter the whole time. All we need is a letter signed by his doctor and it will be all canceled. Also him trying to sue I dont understand we havnt been charging him anything on his account we have it on zero billing he hasnt been paying us anything. As far as [redacted] canceling it and reopening I will look into just bc im the manager of the facilities and they give my name doesnt mean im directly making decisions on each and every member specifically. I have nothing personal and I would look into it further!

Business

Response:

With this email attached the membership will be canceled with no further charges. There has been nothing personal against [redacted] in this matter and we do require a letter from a doctor to cancel our agreements, so we will upload the email to the computer and cancel.

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.

Review: I was a member at California Ripped Fitness and was moving out of the area so I went in and canceled my account on 4/14/2014. I have the bank statement showing that on that day I was charged $54 as a cancellation fee. Then on the first of every month since then I have still been charged $19 (my gym membership fee). I have made over 10 phone calls and sent 3 certified letters to the address for cancellations without any progress. Customer service continues to say that the membership cannot be handled over the phone and I need to continue sending certified letters. Now they are saying I "probably sent them to the wrong address" even though I have the sent receipts in hand with the correct addresses. I have spent a ridiculous amount of time on the phone with these people trying to NOT get charged for a gym I cancelled at a year ago that I live hours away from. At this point I feel that I am owed back in total $228 but I would be happy just FINALLY being successfully canceled.Desired Settlement: $228 for 12 months of $19 charges.

Business

Response:

We have no record of any $54 payment for s cancelation fee! There was a $26.50 payment made in april 2014 which was a payment made because your account was past due! The billing didnt go thru in April 2014 and thats what that payment was for, was your past due amount! But since you are out of contract I will get your membership canceled!

Review: My husband signed me up last January at Ripped Fitness. He signed us up for the month by month plan purposely because we have had issues with gym cancellations in the past. (There was a huge sign outside promoting month to month contracts). A year later, we are not happy with the gym and want to cancel our memberships. What a nightmare!No one at the gym can help, they act like they don't know anything. No managers, no billing contacts? Seriously? They outsource to a billing company who won't help. No email is listed on their website for contact information at the gym and the worst part is that the billing company is acting fraudulently. They first stated that I could not cancel today because I was signed up for a three month by month contract renewal. After a few minutes it turns out that they decided my contract was actually a year long commitment. This was not what we signed up for. In the end, the billing company told me that I would have to submit a certified letter to cancel the membership? WHAT? In today's day and age where everything is done online....a certified letter? This is Fraud. People need to know that both companies are acting fraudulently!!Ripped Fitness [redacted]and [redacted]Desired Settlement: I would like my membership terminated.

Business

Response:

There is no fraud happening on either end from CA Ripped or the billing company if you would like a copy of the contract you signed that states the terms we would be happy to provide one to you at the facility. Also if you provided an email upon signing up then you also had one sent to you upon the time of signing up. This sign you state we had promoting a month to month im not quite sure about we do yearly terms. If you would like the membership canceled then you will have to be out of your term and follow the cancelation process.

Review: While this is a well-kept gym, the employees have little autonomy and therefore the customer service is severely hindered. I had to cancel my and my husband' accounts for personal reasons last November, and was told that all was cancelled and that was that. Since then, my account has been cancelled but my husband has been billed for the past four months by Ripped Fitness' national company, and am now being told that that account is in collections. I have made numerous frustrating phone calls to the Ripped Fitness employees in attempt to confirm this account cancelation since last fall, and get a refund on the charges they are claiming against us. After at least 14 phone calls and speaking to Ripped Fitness employees, I have gotten absolutely nowhere. Their national company is still charging us for a membership and claiming we are in collections for past due. So the one account has never been cancelled by this gym, even after I have been told multiple times that it was cancelled last December, and after I have spent numerous phone calls to Ripped Fitness attempting to remedy this situation. This is absolutely unacceptable customer service in this day in age, and is surely the worst customer service I have ever encountered. There is apparently only one area manager, and he has been too busy and unavailable in San Jose where he is opening a new gym location (and apparently has no cell phone?) to ever contact me and resolve this matter. I would NOT recommend this gym to ANYONE simply because of this awful customer service.Desired Settlement: I would appreciate a full refund on my husband's account, and to never have to deal with this gym again.

Business

Response:

My name is [redacted] and i'm the district manager and run the facilities. Both her and her husband had thier own membership. Nobody is allowed to cancel somebody elses membership by law, only the person who signed the contract is allowed to handle this situation. We are not even allowed to discuss somebody elses account with a third party unless they are a minor who had a third party sign for them. [redacted] has been informed multiple times by myself and many of our employee's that we never recieved a written cancelation notice for her husband which they have both admitted they never sent in. Which is clearly stated on the contract is the process to cancel. One of our old managers went out of his way and did [redacted] a favor by canceling her membership in person in the facility. At this time her husband wasn't present and his membership wasn't canceled. All of our agreements need a written cancelation with a 30 day notice from time of being submitted! Even though we cannot discuss this situation with [redacted] she continues to harass our employee's calling over and over! We did her a favor by canceling her membership in person and her husband never took the steps to cancel his and that is why it has stayed active. We have not violated the terms of our contract that he signed! Also the stories they have given us have changed over time! What it comes down to is we are following the terms of the contract which was signed by her husband! Also our billing company had been contacting him since his first payment didn't go through, he never responded back saying anything about it being canceled! Now we are months later and his wife has been calling over and over. When you hold someone accountable for what they agreed upon and don't just do what they want they say it's bad customer service! We have notes that date back to December and emails sent from our billing company that informed him his membership was active.

Consumer

Response:

I am rejecting this response because:[redacted]:1) Neither [redacted] or myself have ever heard from you prior to this date in any way- phone, text, email, or in person. This message in Revdex.com is the first contact I have ever received from you with regards to this ongoing issue.2) Multiple employees have confirmed with me and with [redacted] in the past months that they have sent you messages on several occasions with our contact information and the request that we want to get in touch with you, and still [redacted] nor I have yet to hear from you.3) The history of this saga has not changed. The employe that I spoke to in November 2014 told me that both my and [redacted]'s accounts were cancelled. When we saw charges come through in December, the employee [redacted] was kind enough to confirm with me and [redacted] that although written cancellation is typically required, she understood that we were misinformed of our account statuses by the employee I spoke with the previous month and was kind enough to tell us that she would make an exception and CANCEL BOTH OF OUR ACCOUNTS. When we saw refund charges come through in December 2014, there was no invoice to describe what this refund was specifically for and we expected that it was a refund for BOTH OF OUR MEMBERSHIP CHARGES for December because Cal Ripped Fitness employee [redacted] had informed us earlier that month that SHE WAS TAKING CARE OF IT AND CANCELING BOTH OF OUR ACCOUNTS.4) When [redacted] started receiving calls from [redacted] in February 2015 regarding his account I spoke with your employee [redacted]. [redacted] explained that some sort of laws had changed at the start of 2015 regarding account privacy and that [redacted]'s account was still not cancelled as I had been informed of TWICE previously by two of your Cal Ripped Fitness employees. [redacted] then proceeded to inform me that "there was nothing she could not retro-activate the membership cancellation because some computer system changes had also been made in recent months and employees did not have access to that service anymore. She then proceeded to inform me of the contract stipulation for membership cancellation. While [redacted] and I are well aware of this, we had previously been informed by two different Cal Ripped Fitness employees on two different occasions that our accounts were cancelled or being cancelled and that we did not have to take care of any paperwork.5) In March of this year, your employee [redacted] was kind enough to offer to send a message to [redacted] informing them that [redacted]'s account should have been cancelled at the same time mine was and that his account should be credited back to November 2014. I thought that would be the end of this story. Finally, a Cal Ripped Fitness employee who would honor what I had been told by two different Cal Ripped Fitness employees previously. However, apparently you denied this web request. Mind you, you did not inform us of this decision, and we never were made aware of this decision by any Cal Ripped Fitness employee.6) [redacted] continued to receive communication from National Fitness- and sent in letter disputing the account charges as we had previously been informed by two different Cal Ripped Fitness employees on two different occasions that our accounts were cancelled or being cancelled and that we did not have to take care of any paperwork. After receiving a response from [redacted] to the dispute of the balance due on [redacted]'s account, [redacted] spoke with Cal Ripped Fitness employee [redacted] who said [redacted] would call [redacted] the following day by 9 AM and to contact her if [redacted] didn’t call. You never called.As both [redacted] and I have been informed by two different Cal Ripped Fitness employees on different occasions, plus [redacted]'s effort to remedy the cancellation issues, that our accounts were cancelled or being cancelled and that we did not have to take care of any paperwork, please honor what we have been informed of by your own employees and set [redacted]'s membership cancellation date to December 2014, and refund the charges on his [redacted] account.Thank you.[redacted]

Business

Response:

1) One of the first times [redacted] called in she talked to me I answered the phone and I actually stated to her that her husband would of had to send in a written notice as the conversation went further I informed her I was unable to discuss his account with her only the adult who signed the account. I had three other employee's in the excessive amount of times she was calling inform her of the situation and the rules of the agreement.