Chantilly National Golf & Country Club

I am contacting you in response to the complaint that was submitted on 6/6/2017 under complaint ID#[redacted] in reference to matter pertaining to Chantilly National Golf and Country Club. The complainant is claiming questionable business practices relative to us charging their credit card for their...

Seasonal Pool Membership which was on an auto renewal. I have attached a blank copy of the agreement which displays a paragraph that is highlighted in yellow on the original copy that states that the Club must receive 30 days written notice as to the intend to cancel the Membership or it will be automatically renewed. I have also attached a copy that the claimant signed (blacking out their identifying information per the Revdex.com response instructions) showing that they received the same document. As you will see the signature line is located just 4-6 inches below the paragraph that clearly states that the Membership is on an automatic renewal,While this is listed in the Membership application/contract, we felt, though we were not required to do so, it would be a courtesy to those that had signed up to remind them that they needed to contact us if they did not wish to auto renew their Membership. To that regard, we sent out two separate email communications to the Members of this category, the earliest of which was sent on March 7, 2017 (also attached for your reference). The complainant has made the claim that she never received these communications, the same claim that she made to me. However, our email system tracks all emails that are sent out, who receives them and most importantly if they have been viewed. Our system shows that that she viewed the email at 11:20 a.m. which to me recollection was shortly following our call where she disputed receiving any email communications. She also questioned why we did not send out a letter in the mail. politely informed her that though we were not required to send anything out as the contract clearly stated the terms for our Members, we chose to send out the two informative emails as a courtesy to our Members to avoid this type of situation. In addition to these email communications, two statements showing the charges were mailed out to the Member,The last issue will discuss is her objection to the cancellation fee. We offered that to her as a reduced fee compared to what she would normally be obligated to pay. With the required 30 day notice and her contacting us on for the first time on 6/6/17, she would have been responsible for the cost of the Membership from when it became active on 5/1/7 up to 30 days past the date of 6/6/17 when she contacted us. It is disappointing to see this course of action taken because my team and were very professional and respectful when communicating with the complainant. I feel our business and our team are being unfairly portrayed by an individual that is reacting to not receiving the desired result for which she was seeking. I appreciate your time and for giving me the opportunity to respond to the Complaint. If you have any additional questions or Comments, please do not hesitate to contact me,Sincerely,General Manager Chartilly National Golf and Country Club