City Fitness

To Whom it May Concern, As previously stated, in our initial response, the claimant was not mandated to complete the top portion of the form (which asked for name and personal goals)As a safety measure, to both our staff and our prospects, in order to walk on the gym floor, a prospect must sign the waiver, and acknowledge the assumption of risk that comes along with participating in fitness activitiesThere is no hidden language (as you can see from the copy of the form I previously sent)This is a standard practice, completed by all fitness facilities, that only promotes safety and keeps prospects informed Sincerely, [redacted] ***

To Whom it May Concern, Please see ** [redacted] agreement attachedThe portion of the contract which explains the annual rate lock fee is its own separate section, and must be initialed by the member in order for the agreement to be processed We have specifically isolated areas of the agreement, which we feel may need more explanation, to avoid these type of claimsFurthermore, our fitness counselor are required to follow the same presentation structure, otherwise (like I mentioned above) the agreement cannot be processedThere was absolutely no attempt to "penny pinch", as every standard joining procedure was followed in this matterFurthermore, below is a screen shot of ** [redacted] 's payment historyPer the promotion we were running, new members pay for their first month at signing, then have days to complete a check list of items, and we in turn, will reduce their monthly rate by $ [redacted] completed her "tour of the city" within the allotted, and as you can see below, her monthly rate was dropped exactly as the special was statedTo Whom it May Concern, Please see ** [redacted] agreement attachedThe portion of the contract which explains the annual rate lock fee is its own separate section, and must be initialed by the member in order for the agreement to be processed We have specifically isolated areas of the agreement, which we feel may need more explanation, to avoid these type of clai**Furthermore, our fitness counselor are required to follow the same presentation structure, otherwise (like I mentioned above) the agreement cannot be processedThere was absolutely no attempt to "penny pinch", as every standard joining procedure was followed in this matterFurthermore, below is a screen shot of **Jololian's payment historyPer the promotion we were running, new members pay for their first month at signing, then have days to complete a check list of ite**, and we in turn, will reduce their monthly rate by $ [redacted] completed her "tour of the city" within the allotted, and as you can see below, her monthly rate was dropped exactly as the special was stated

To Whom it May Concern, Please see our guest waiver attachedYou will see that this is a standard assumption of risk for a fitness facilityWe are not misleading our guest, or trying to deceive them in any fashion whatsoever The top portion ask for standard information and fitness goals, to assist our membership counselorA better understanding of the inquiring guest goals, allows us to focus on the areas of the gym they would be most interested inThe claimant, in this case, refused to even look at the form before rejecting to fill it out When I ( The General Manager) was ask to assist in the matter, I informed ** [redacted] that she DID NOT HAVE TO COMPLETE THE TOP PORTION, however, in order to walk through our gym, our standard operating procedure requires that she sign the waiverErratically, ** [redacted] refused, and so I apologized, and informed her that we could not walk her onto the floor Again, please see the guest waiver attachedI have also attached a magnified version specially of the waiver portion, so that you may see it more clear Should you need further assistance in this matter, please fee free to contact me at ###-###-#### Sincerely, [redacted] General Manager

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, [redacted]

To Whom is May Concern, As a way to avoid confusion, you can see that we specifically highlight areas in the agreement (asking for acknowledgment via initials ), which have the potential to cause uncertainty or conflictThe cancellation procedure is one of these areasWe have only ask the claimant adhere to the agreement in which she acknowledged and signedIt is disheartening to hear that the claimant was displeased with the level of service provided, as our #core value is to provide outstanding customerHowever, outside of disregarding our cancellation policy, as the claimant wanted us to do, our staffed remained friendly and professional throughout this process

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:After looking over the contract carefully, I still do not see anywhere in the contract that says that you can charge me even weeks after I cancel my membership Certainly it isn't anywhere near where I initialed It is confusing and the contract is designed in a way to make it very difficult and costly to cancel at any time It is very unfavorable to the client, and is bad business practice, which is why I am filing this complaintFurther, as I mentioned previously, the employees we spoke with were accusatory and very unhelpful and rude ***, the Assitant General Manager, used derogatory language and was very unhelpful Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The contract is confusing and long-worded, and I wasn't aware that the terms were so unfavorable (and costly) to me I do not see a valid reason why I am still charged weeks after I cancelled my membership I am also very unhappy with the communication I had with the employees and managers, who did not return calls they said they would make, and used derogatory language when speaking with my husband Regards, [redacted]

CITY FITNESS - PHILADELPHIA ACKNOWLEDGEMENT OF RISK ASSUMPTION OF RISK AND RESPONSIBILITY AND RELEASE OF LIABILITY WAIVER WARNING: There are significant elements of risk in any sport, activity or training associated with “gym activities” (referred to herein as “activity”), and the use of any equipment ACKNOWLEDGEMENT OF RISKS: I recognize that there are inherent risks and dangers in gym activitiesThese risks may result in serious injury, or deathI also acknowledge that certain foreseeable and unforeseeable events can contribute to the unpredictability of the activity; that personal property may be damaged or lost; and that wearing appropriate clothing and footwear are basic safety precautionsAlthough you have taken reasonable steps to provide appropriate equipment and/or skilled guides/instructors so I can enjoy an activity for which I may not otherwise be skilled, I acknowledge that this activity involves certain risks, which cannot be eliminated without destroying the unique character of the activityThe same elements that contribute to the unique character of the activity can be causes of loss or damage to my/our personal property or causes of accidental injury, illness, or in extreme cases, permanent traumas, or death EXPRESS ASSUMPTION OF RISK AND RESPONSIBILITY: In recognition of the inherent risks, known and unknown, of the activity, which I and any minor children for which I am responsible, will engage inI confirm that I am (we are) physically and mentally capable of participating in the activity and/or using the equipmentI/We participate willingly and voluntarily, and I assume full responsibility for bodily and personal injury, accidents, or illness (including death), and any related expensesI also assume responsibility for damage to or loss of my/our personal propertyI acknowledge that wearing appropriate clothing and footwear are basic safety precautions I assume risk(s) of serious injury, accident, and/or illness, included but not limited to sprains, tom muscles and/or ligaments; fractured or broken bones; eye damage; cuts, wounds, scrapes, abrasions, and/or contusions; dehydration, oxygen shortage (anoxia); head, neck, and/or spinal injuries, paralysis and/or death COVENANT OF GOOD FAITH: I recognize that you, as provider of services, will operate under a covenant of good faith and fair dealing, but that you may find it necessaiy to terminate an activity due to forces of nature, medical necessities or problems in the gym; and/or refuse or terminate the participation of any person you judge to be incapable of meeting the rigors or requirements of participating in the activityI accept your right to take such actions for the safety of myself and/or other participants AUTHORIZATION: I hereby authorize any medical treatment deemed necessary in the event of injury or illness while participating in the activityI either have appropriate insurance or, in its absence, agree to pay all costs of emergency and/or medical services as may be incurred on my/our behalf RELEASE: In consideration of services or property provided, I, for myself and any minor children for which I am a parent, legal guardian, or otherwise responsible, any heirs, personal representatives or assigns, do hereby release: City Fitness Its principals, directors, officers, agents, employees, and volunteers, and each and every land owner upon whose property an activity is conducted, from all liability and waive any claim for damage arising from any cause whatsoever (except that which is the result of gross negligence) I have read and understand the foregoing acknowledgement of risk, assumption or risk and responsibility, and release of liabilityI understand that by signing this form I may be waiving valuable legal rights

The cancellation request completed on October 12, had the incorrect final bill dateThe error was corrected when our billing department completed the member's cancellationThe member received the following email on October 18, rectifying the error.Hi ***,We are sorry to see you leave our
City Fitness FamilyThis email confirms the cancellation of your accountOctober 13, was your final invoice and you have access to the club until November 13, 2017. If you have any questions feel free to respond by email or call the club.Please let us know if there is any further action needed to resolve this issue

To Whom it May Concern,Please see the signed personal training agreement attachedThere was no malicious intent on our behalf, instead we were simply abiding by the conditions which were agreed upon when **. *** decided to participate in the personal training
programAnd despite the terms of the agreement, we still attempted to display an act of customer service, by applying 1/of the requested refund amount to ***'s membership account

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I did not see any attachment so I can't commentPlease forward the attachment that the business refered to in their replyThanks
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Please note it asks for personal information that one should not have to divulge just to look at the premises. This club would not allow me to look at their facilities unless I filled in the personal information and signed it. This, I believe, is unreasonab le and could be used for fraudulent purposes. I am requesting that they stop using this form for the protection of the public. All they have to do is use the first page on the attachment and ask the person to sign that. They do not need the other information on the second page. Thanks
[redacted]
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:This is not my signature and I never signed this agreement. I only agreed to pay one month of training for $199. Please refer to [redacted].
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: What **. [redacted] responded is not true. I WAS asked to fill out the top but did not have to fill in my goals. The information they asked for is PRIVATE and my looking at their facilities should not have been predicated on my giving them my name, address, telephone number, e-ail or anything else. They should only use the the page with the waiver but nothing else.
Regards,
[redacted]

To Whom is May Concern,
As a way to avoid confusion, you can see that we specifically highlight areas in the agreement (asking for acknowledgment via initials ), which have the potential to cause uncertainty or conflict. The cancellation procedure is one of these areas. We have only ask the claimant adhere to the agreement in which she acknowledged and signed. It is disheartening to hear that the claimant was displeased with the level of service provided, as our #1 core value is to provide outstanding customer. However, outside of disregarding our cancellation policy, as the claimant wanted us to do, our staffed remained friendly and professional throughout this process.

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,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:After looking over the contract carefully, I still do not see anywhere in the contract that says that you can charge me even weeks after I cancel my membership.  Certainly it isn't anywhere near where I initialed.  It is confusing and the contract is designed in a way to make it very difficult and costly to cancel at any time.  It is very unfavorable to the client, and is bad business practice, which is why I am filing this complaint.
Further, as I mentioned previously, the employees we spoke with were accusatory and very unhelpful and rude.  [redacted], the Assitant General Manager, used derogatory language and was very unhelpful.
Regards,
[redacted]

To Whom it May Concern,
Please see **. [redacted] agreement attached. The portion of the contract which explains the annual rate lock fee is its own separate section, and must be initialed by the member in order for the agreement to be processed.  We have specifically isolated areas of the...

agreement, which we feel may need more explanation, to avoid these type of claims. Furthermore, our fitness counselor are required to follow the same presentation structure, otherwise (like I mentioned above) the agreement cannot be processed. There was absolutely no attempt to "penny pinch", as every standard joining procedure was followed in this matter. Furthermore, below is a screen shot of **. [redacted]'s payment history. Per the promotion we were running, new members pay for their first month at signing, then have 30 days to complete a check list of 8 items, and we in turn, will reduce their monthly rate by $10. [redacted] completed her "tour of the city" within the allotted, and as you can see below, her monthly rate was dropped exactly as the special was stated. To Whom it May Concern,
Please see **. [redacted] agreement attached. The portion of the contract which explains the annual rate lock fee is its own separate section, and must be initialed by the member in order for the agreement to be processed.  We have specifically isolated areas of the agreement, which we feel may need more explanation, to avoid these type of clai**. Furthermore, our fitness counselor are required to follow the same presentation structure, otherwise (like I mentioned above) the agreement cannot be processed. There was absolutely no attempt to "penny pinch", as every standard joining procedure was followed in this matter. Furthermore, below is a screen shot of **. Jololian's payment history. Per the promotion we were running, new members pay for their first month at signing, then have 30 days to complete a check list of 8 ite**, and we in turn, will reduce their monthly rate by $10. [redacted] completed her "tour of the city" within the allotted, and as you can see below, her monthly rate was dropped exactly as the special was stated.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The contract is confusing and long-worded, and I wasn't aware that the terms were so unfavorable (and costly) to me.  I do not see a valid reason why I am still charged weeks after I cancelled my membership.  I am also very unhappy with the communication I had with the employees and managers, who did not return calls they said they would make, and used derogatory language when speaking with my husband.
Regards,
[redacted]

To Whom it May Concern,
Please see our guest waiver attached. You will see that this is a standard assumption of risk for a fitness facility. We are not misleading our guest, or trying to deceive them in any fashion whatsoever.  The top portion ask for standard information and fitness...

goals, to assist our membership counselor. A better understanding of the inquiring guest goals, allows us to focus on the areas of the gym they would be most interested in. The claimant, in this case, refused to even look at the form before rejecting to fill it out.  When I ( The General Manager) was ask to assist in the matter, I informed **. [redacted] that she DID NOT HAVE TO COMPLETE THE TOP PORTION, however, in order to walk through our gym, our standard operating procedure requires that she sign the waiver. Erratically, **. [redacted] refused, and so I apologized, and informed her that we could not walk her onto the floor.  Again, please see the guest waiver attached. I have also attached a magnified version specially of the waiver portion, so that you may see it more clear.  Should  you need further assistance in this matter, please fee free to contact me at ###-###-####
 
Sincerely,
[redacted]
General Manager