Castleman Medical Group

Initial Business Response / [redacted] (4001, 14, 2015/06/15) */ [redacted] n signed a one year agreement with a rollover if her cancellation was not received by April 15thShe did not come in till the following month to cancel and we do so as she requested for June We have a copy of her agreement where she initialed that she understood our renewal policyWe also sent her a complimentary reminder up her renewal coming up, she did not respond Sincerely, Cheetah Gym Management

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: *** *** GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@cheetahgym.com
Here is the exact email we sent this member and our communicationHis voicemail is full and we could not leave a message
(from my
managers email directly)
***, I apologize for any miscommunication and that is why I reached out twice via phone (couldn't leave any voicemails because your mailbox if full) and was left to the last resort of communication by emailOur cancellation policy is a day notice but if you get the request in by the 15th of the month so we can stop your account from being billedI received your email about cancellation on 7/17/so billing for August had already been processedWe prefer to have members cancel in person with our official cancellation paperwork so you receive a copy but if that is not convenient then we will take request by fax or email that include signature, request to cancel, and the date
Since you are considering changing locations I can apply a credit to your first month at either our Edgewater Location or AndersonvillePlease let me know if this is something you are interested inI would love to clear everything up over the phone with you but feel free to email me if that is the easier way for you to communicateTB 7/22/
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because the email documented was sent AFTER I'd already began the complaint as to rectify the situationThe original email, without the cutting and pastingI will post our entire conversation:
Fri, Jul 17, at 8:AM
"Good morning,
My name is *** *** and I called on June 19th about having lost my debit card and giving my new debit card number for July membership feesI was told, at that time, that the fee would be waived and the amount would be withdrawn from my account after the authorization failed memo returned on July 1stI'd given the manager my new card number and all of the information that was needed, but I received a call yesterday informing me that the fee was not paid and that I would owe two months (July and August)
On top of that I mentioned that I wanted to cancel my membership as I am no longer in the areaI do not need an August membership as I moved at the beginning of JulyI do not want to be charged for an August membership tomorrow
Thank you,
*** ***"
Response directly was:
Fri, Jul 17, at 5:PM
"***, please feel free to contact me about your account at XXX-XXX-XXXX until 10pm tonight or anytime from 7am-2pm tomorrowI tried calling you and was going to leave a voicemail but your mailbox was full
Thanks,
*** ***
I understand the inability to leave a voicemail, however, there was NO INDICATION that there were additional steps necessary to cancel my accountClearly stated in my email: "I do not want to be charged for an August Membership tomorrow." I was not told that the payment for the month was "processed" alreadyEspecially considering the subsequent email Todd LITERALLY stated: "I attempted to call your phone once again and your mailbox was full so I couldn't leave a voicemailI will charge the approved amount for July today." which was sent on Wed, Jul 22, at 8:AM, days AFTER the date that the payment was supposedly already "processed" per the company's verbatim: " I received your email about cancellation on 7/17/so billing for August had already been processed." (see the establishment's response to my claim)
This COMPLETELY contradicts the argument that "payment was already processed" as on July 22nd, the charge was officially posted as pending, meaning that he processed the transaction on that day, NOT prior to July 17th like they statedI have a debit account, meaning that I can see immediately any transaction and the day the transaction was requested from my credit unionLike every other month I've been paying, the payment is posted to my bank account THE DAY they put in a request to withdraw the funds (15th - 17th of each month)Cheetah had the power to cancel the membership but chose otherwiseThis is an example of a business taking advantage of having someone's bank account information on fileAfter spending years at this gym, my disdain is unfortunate; a violation of trustI will continue to escalate this because I'm sure that I am not the only one who has experienced this situationIt was the intent of Cheetah to charge my account despite my VERY clear desire not toThey took money from my account for a service that I do not want/cannot use

Initial Business Response /* (4001, 14, 2015/06/15) */
[redacted]n signed a one year agreement with a rollover if her cancellation was not received by April 15th. She did not come in till the following month to cancel and we do so as she requested for June 2015. We have a copy of her agreement...

where she initialed that she understood our renewal policy. We also sent her a complimentary reminder up her renewal coming up, she did not respond.
Sincerely,
Cheetah Gym Management