Catalyst Fitness

To whom it may concern:  Once we received the complaint we tried 3 times to get in touch with this member to try to resolve. The GM of the club called her, our front desk manager as well as our back office manager in our  business office. We left messages on her voice mail asking for a...

call back however its been over a week and we havent gotten a response. The GM was confused as to why he never heard from this member in regards to canceling her PT agreement. We did cancel her membership agreement and do agree that her personal training agreement shouldve been canceled at that time as well. Mei did charge back $1000 and we are willing to refund the rest ($500) however we do not have a valid cc on file. Please have her call back  to our business office at [redacted] and try to resolve if she is still interested. Thank you!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is very unclear to me. What is the specific resolution exactly? Will I be able to cancel my membership finally?Regards, [redacted]

Please review the attached signed membership agreement for [redacted]. The expiration is clearly identified as 1/12/2018 with 11 monthly payments. He also initialed the auto renewal, and the acknowledgement for the club enhancement fee that is drafted once per year. When 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 membership. A month to month membership for a single club is $14.99 and a month to month multiclub is $24.99. This member clearly chose the one year multiclub agreement for $19.99. 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 6 months of the agreement there is a cancel fee of $100.00. If you are within the last 6 months of the agreement there is a cancel fee of $50.00. In an effort to reconcile this issue with the member we would be willing to waive the cancellation fee or downgrade his membership to $9.99 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

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 me. Thank you for your help. A few days ago I canceled my credit card just in case they charged me again. If they do refund my money I would not receive it. My address is [redacted] United States if they could send me a check please. 
Regards,
[redacted]

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]

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]

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 me. 
Regards,
[redacted]

There is a 30 cancellation notice required. We have refunded the August payment, (8/11/16) ,  but she is responsible for the July payment.

We will return her $ 49 membership fee and cancel her account.

Ms. [redacted] signed up for a month to month membership on 9/24/2016. Please review the attached agreement signed by the member with signature and initials agreeing to a month to month contract and auto renewal. Members are given a copy of their agreement at the time of enrollment. Two weeks later on...

10/1/2016 Ms. [redacted] came into the club to pay off the remainder of her dues and club enhancement fee for the remainder of her first year. Ms. [redacted] did not provide us with an email address for additional contact and promotions. Per 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 30 days notice and sign a cancellation agreement and we can cancel her account.

Dear Sir,I am responding to the complaint lodged by [redacted] regarding personal training that she purchased at Catalyst Fitness. Ms. [redacted] has been training with a personal trainer at Catalyst Fitness since January 2013. Ms. [redacted] purchased 9 personal training sessions in August of...

2016 for $225.00. Shortly after her purchase she submitted a request for a freeze on her account due to a medical need. Her membership and training were held at no charge for 2 months. The member returned to active membership in December 2016 and continued using the gym. During her absence she was not charged for additional personal training sessions or membership dues. On March 1st she notified the club that she would like to cancel her membership and was made aware that she had unused training sessions. Our Personal Training Director and General Manger both reached out to her, per club protocol and left multiple messages for the member with no response. The most recent attempt being made on March 28th, 2017.Per the contract that was signed our Cancel/Freeze policy for Personal Training is as follows:In the event of cancellation of your personal training recurring billing, this must be approved and processed in the club of purchase by the Personal Training Director at least 10 days before your effective bill date. In the event of cancellation or freeze, remaining sessions may be utilized with the personal trainer of your choice, but will not be refunded.We are willing to work with Ms. [redacted] for an amicable outcome, and we would like to have her come back to the club and use the sessions that she purchased.Please do not hesitate to contact me if you have any further questions, or if you require any additional information.Sincerely,Heather [redacted]Accounting Manager Catalyst Fitness Phone [redacted]