Catalyst Fitness

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I have attached the email thread showing that he originally agreed to refund the July amount and admittedly is intentionally retracting that statement because I filed a complaint.Regards, [redacted] ***

Consumer called, he has been taken care of

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that waiving the cancellation fee is a resolution satisfactory to me Please contact the business and have them terminate my membership immediately If this cannot be communicated through the Revdex.com then please have the involved business agent, Heather D [redacted] , contact me to sort out the cancellation as I do not have her contact information.Regards, [redacted] ***

To whom it may concern: Once we received the complaint we tried times to get in touch with this member to try to resolveThe GM of the club called her, our front desk manager as well as our back office manager in our business officeWe left messages on her voice mail asking for a call back however its been over a week and we havent gotten a responseThe GM was confused as to why he never heard from this member in regards to canceling her PT agreementWe did cancel her membership agreement and do agree that her personal training agreement shouldve been canceled at that time as wellMei did charge back $and we are willing to refund the rest ($500) however we do not have a valid cc on filePlease have her call back to our business office at [redacted] and try to resolve if she is still interestedThank you!

Please review the attached signed membership agreement for [redacted] ***The expiration is clearly identified as 1/12/with monthly paymentsHe also initialed the auto renewal, and the acknowledgement for the club enhancement fee that is drafted once per yearWhen a potential member sits down with a sales person they are shown a list of the types of memberships that we offer and what is included with each membershipA month to month membership for a single club is $and a month to month multiclub is $This member clearly chose the one year multiclub agreement for $Per our agreement, if you request a cancellation that does not involve a move, medical, or military service the following would apply:- If you are within the first months of the agreement there is a cancel fee of $If you are within the last months of the agreement there is a cancel fee of $In an effort to reconcile this issue with the member we would be willing to waive the cancellation fee or downgrade his membership to $with no additional fee.Please contact me if you have any additional questions or require clarification.I look forward to your response.Heather D [redacted] Accounting Manager

To whom it may concern, I reviewed [redacted] account after receiveing her complaint about our business and unfortunately management wasnt aware of her issues because she never addressed it with anyone in the club I called and spoke to [redacted] and agreed to offer her training for her sessions that werent showing available any longer due to "no-show"Also, offered her to be able to be trained by a different trainer because she was unhappy with her current one [redacted] seemed very happy by the end of our conversation and will be continuing her membership and personal training package with Catalyst I hope this resolves the dispute Thank you, Kerry D***

Ms [redacted] signed up for a month to month membership on 9/24/Please review the attached agreement signed by the member with signature and initials agreeing to a month to month contract and auto renewalMembers are given a copy of their agreement at the time of enrollmentTwo weeks later on 10/1/Ms [redacted] came into the club to pay off the remainder of her dues and club enhancement fee for the remainder of her first yearMs [redacted] did not provide us with an email address for additional contact and promotionsPer the agreement if the member would like to cancel after the 1st year she will just have to stop in the club to give us days notice and sign a cancellation agreement and we can cancel her account

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you for your helpA few days ago I canceled my credit card just in case they charged me againIf they do refund my money I would not receive itMy address is [redacted] *** United States if they could send me a check please Regards, [redacted]

Dear Mrs [redacted] ,Thank you for contacting Catalyst fitness and we apologize for the issues you are currently having with your current gym membershipMrs [redacted] you are correct that you signed up with a premium membership back In July of 2015, and this was purchased with [redacted] Fitness When we took over the [redacted] location we did not change any agreements, and we kept all terms of those agreements from [redacted] Fitness the sameMrs [redacted] you agreement does not expire until October due to a freeze you had on your account which pushed out your expiration date on your agreementIn your agreement in section it states that if you were to terminate your agreement within the terms, you would be charged a $dollar cancellation feeWhich if you would like to cancel your agreement we would be more than happy to provide that customer service for you and not charge you the termination fee.Mrs [redacted] you stated you were charged a service feeWe don't see a service fee that you were chargedIf you could be more specific on what you were charged, and have a statement from your bank we would be more than happy to review the charge and If It Is Indeed an improper charger to your account that our business collected we would assist you and refund that Improper chargeIf you were referring to your annual enhancement fee that came out last year in September for the amount of 49.00, than this Is also in the agreement which you signed and explained this at the time of sign up and you also signed this section In the agreement and this fee will not be refunded.We understand that you have not been using the facility but this gym membership Is a reoccurring monthly charged agreement, where if you use the gym a lot or just a few times, you will still be charged per month which you agreed to In the agreementYou are under a [redacted] Fitness agreement which we took over, and if you wish to downgrade your membership you will have to pay a $enrollment fee to do soWe do promote $membership, as did [redacted] Fitness when we took over the gym in April At this time no money will be refunded back to you because we have provided all services to you,and added more services to you which include spinning, group x, and guest privileges that you didn't have with your current agreement with [redacted] FitnessPlease feel free to contact us, and we are more than willing to assist you with the ongoing Issue.Mike G [redacted] General Manager Catalyst Fitness Buffalo [redacted] ***

We will return her $ membership fee and cancel her account

To whom it may concern: We have recently spoke to the member and resolved the issueWe are reimbursing her for the full amount of a brand new headsetUnfortunately, the GM was in the hospital that week and did not receive the message from our front counter staffThe member was very pleased
Kerry D***

Thank you for making us aware of this complaintUpon reviewing this account, Ms*** has been a long time memberPer our notes on Ms ***'s file her dues were downgraded from to not cancelled in JulyDues of dues were also drawn on 9/11/I have requested a
refund totaling $back to her credit card on file through ABC Financial our billing company, which includes Septemebers dues and her Club Enhancement Fee that was drawn in JuneI have also cancelled her accountHer refund will be credited in 3-business days

On December 14th at 3:46pm $was refunded back to the members credit card on fileA refund typically takes 3-business days to processGeneral Manager Jake *** of the *** location spoke to Mr*** and initiated the refund, he also apologized that someone did not
get back to him soonerPlease reach back out to the club if you don't see the refund back on your card in days

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. For the record, the PT agreement was canceled in Feb 2015. As for the calls, I was out of the country for a week but did have full access to email. I will call them to provide payment reimbursement details.Regards, *** ***

Ms*** purchased sessions of personal training for $on September 6, at our *** locationShe divided her purchase into payments, $on 9/6/16, $on 9/20/and $9/27/She used sessionsOur protocol for personal training is to assist members
acheive their goalsIf a member loses focus of their goals and cancels apointments or does not show up for their appointments they are called by the personal training directorThe director reached out to Ms*** on numerous occasions with no responseCatalyst has over personal trainers to meet every need of our membersIf a trainer and member are not compatible a change can be made without a problemMs***'s file contains no notes regarding her displeasure with her trainer or an attempt to change her trainerThe purchase in question was made in September of 2016, and the member cancelled her membership on October 5, At no time from the time of her purchase in 2016 to the time of her membership cancellation in did she ever indicate that she was not satisfiedMs***'s sessions do not expire, and can be used at anytime, however because her sessions were purchased well over a year ago we are unable to refundMs*** is welcome to continue to use her sessions or transfer them to family or friends

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Please see attached document that was sent in August I never received a response to this emailAs you can see in the email, it shows that I did reach out to them and proves that their comments are untrueI did contact them several times with no resolution nor a response to my last email
Regards,
*** ***

Consumer called, he has been taken care of.

To whom it may concern, I reviewed [redacted] account after receiveing her complaint about our business and unfortunately management wasnt aware of her issues because she never addressed it with anyone in the club.  I called and spoke to [redacted] and agreed to offer her training for her sessions...

that werent showing available any longer due to "no-show". Also, offered her to be able to be trained by a different trainer because she was unhappy with her current one. [redacted] seemed very happy by the end of our conversation and will be continuing her membership and personal training package with Catalyst.  I hope this resolves the dispute.  Thank you, Kerry D[redacted]

Dear Mrs. [redacted],Thank you for contacting Catalyst fitness and we apologize for the issues you are currently having with your current gym membership. Mrs. [redacted] you are correct that you signed up with a 19.99 premium membership back In July of 2015, and this was purchased with [redacted] Fitness....

When we took over the [redacted] location we did not change any agreements, and we kept all terms of those agreements from [redacted] Fitness the same. Mrs. [redacted] you agreement does not expire until October 2017 due to a freeze you had on your account which pushed out your expiration date on your agreement. In your agreement in section 6 it states that if you were to terminate your agreement within the terms, you would be charged a $100.00 dollar cancellation fee. Which if you would like to cancel your agreement we would be more than happy to provide that customer service for you and not charge you the termination fee.Mrs. [redacted] you stated you were charged a service fee. We don't see a service fee that you were charged. If you could be more specific on what you were charged, and have a statement from your bank we would be more than happy to review the charge and If It Is Indeed an improper charger to your account that our business collected we would assist you and refund that Improper charge. If you were referring to your annual enhancement fee that came out last year in September for the amount of 49.00, than this 49.00 Is also in the agreement which you signed and explained this at the time of sign up and you also signed this section In the agreement and this fee will not be refunded.We understand that you have not been using the facility but this gym membership Is a reoccurring monthly charged agreement, where if you use the gym a lot or just a few times, you will still be charged 19.99 per month which you agreed to In the agreement. You are under a [redacted] Fitness agreement which we took over, and if you wish to downgrade your membership you will have to pay a $69.00 enrollment fee to do so. We do promote $9.99 membership, as did [redacted] Fitness when we took over the gym in April 2016. At this time no money will be refunded back to you because we have provided all services to you,and added more services to you which include spinning, group x, and guest privileges that you didn't have with your current agreement with [redacted] Fitness. Please feel free to contact us, and we are more than willing to assist you with the ongoing Issue.Mike G[redacted] General Manager Catalyst Fitness Buffalo [redacted]