Club 24 Concept Gyms

Review: I joined this gym on 8/25/11. The front of the contract I signed states there is a "renewal option" that states that my anniversary date (monthly term) is 9/25/11. It also states that my anniversary date is not my expiration date, and that the end of the term (one month) does not end my obligation to pay dues. It states that after my anniversary date (9/25/11) I was on a month-to-month basis until 30 day notice is given.Number #10 of the contract I signed states "DURATION: The contract shall not be for a period of more than 24 months. If made for a greater period, it shall be deemed to be for 24 months only, notwithstanding any other provisions herein." Exact wording.There is nothing in this contract ANYWHERE that states that after the two year duration there is an automatic renewal if I don't opt to cancel within 30 days thereof. There is absolutely no indication that my contract would renew after the two year period.I did not intend to renew the contract and based on the terminology in the contract believed I was not obligated to pay any additional fees associated with membership, as it clearly states my membership duration is no more than 24 months, which would have brought me to 8/25/2013. They wrongfully charged me for the month of September, and are now trying to charge me an annual fee for the next year (would be the third year) plus October charges totaling $49.00 which I disputed, so they have sent it to their collections department. I spoke to them about the charges a month ago, and they told me that in order to cancel I had to write them a letter giving them 30 days notice, which I did, but after reading the contract and having my daughter review it too, I feel that I have been taken advantage of and that my rights as a consumer have been violated. I am a 77 year old senior citizen living on a fixed income. They have no right to take advantage of people like this. It's unacceptable and they should be penalized.Desired Settlement: I would like the membership terminated, the fee I paid for Sept refunded, and I want the $49.00 they are trying to charge me waived. I want it all IN WRITING, including an apology for putting me through this. There are other complaints on them for the same thing, and they should be investigated, penalized, and forced to change their contract to state that it will auto-renew after 2 years unless you opt-out by writing the company no later than 30 days prior to the end of the two year term.

Business

Response:

We apologize for any confusion. On the agreement it states that the agreement will not be for more than 24 months which is wording that comes directly from the state of Connecticut. What this means is that a member cannot sign an agreement term for more than 24 months. Our agreements are 12 months and then after that continue month to month until the member cancels. Many of our members have been members on their original agreement for 10 years. In any case we have instructed our billing company to waive any past due fees and close this out accordingly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I do however want to be assured that in addition to dropping all charge that they have closed my account permanently.

Sincerely,

Review: this gym has many complaints online for what I am about to write about. I sent a letter in the mail a few years ago cancelling my account with this gym. Last week I get a call saying I owe money from April this year which is around 80 dollars. I said I would not pay this amount because my account was supposed to be canceled over 2 years ago. I was told to send a new letter or go online to fill out the request there. I went on the website to try to fill it out but apparently you need your account number which I do not have nor were given when I was on the phone with the reps. So I had to call them back and ask why I was never given my account number or told I need it for the forms which I got no answered for . I feel I should not have to pay this 80 dollars because my account to my knowledge was canceled over 2 years ago.Desired Settlement: I feel I should not have to pay the 80 dollar fee since my account should have been cancelled in the first place. the only reason they have ever communicated with me at all was because my card changed they can see on there end I haven't been in that gym for over 2 years.

Business

Response:

IT APPEARS THIS HAS BEEN RESOLVED BY OUR BILLING COMPANY. PLEASE ADVISE IF THIS IS NOT THE CASE.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I was a member at this gym during 2014/2015. During this time, the gym began to literally "fall apart". A mirror in the weight room was shattered and was not fixed. The only step the gym took was put 2 pieces of tape in an "X" across this large/dangerous area with a piece of paper taped next to it warning people to be careful. There was also a large hole in the wall of the room where classes are held that looks like someone kicked it in. This stayed unsafe and damaged for months and was still like this until 8/4/15 when I opted out of my contract. Also, toilets were broken, simple health expectations were not followed like soap in the bathrooms, paper towels or disinfectant spray to wipe down equipment between use, or hand sanitizer at the front desk although requested repeatedly. It was literally disgusting and in dire need of repair - not only a health hazard, but a safety hazard as well. Also, the gym initially advertised their hours as being "open 24 hours" and soon after we joined, we learned they were not opened 24 hours on Fridays, Saturdays or Sundays. Further, once we became members, the gym cut back their hours even further without warning, thus breaching the terms of our contract.All this aside, we stayed. Finally, on 8/4/15 after learning management had no intention of addressing these issues, we decided to leave this gym. Per the staff member who helped us that night, we had fulfilled our terms/contract. She gave us something in writing saying so and informed us that one last payment of $21.26 would be deducted from our bank at the end of August. Recently, while combing through my bank statements, I found that Club 24 continued debiting from my bank account without permission. Not only were they taking my usual $21.26/mo but every week they were helping themselves to $30-40. When I called to speak to the "manager", I got some arrogant kid who did not care to help me. Currently we have canceled our debit cards and have now filed a fraud report with our bank.Police reports are next.Desired Settlement: I would like to be refunded all of the money that Club 24 has stolen from my account since September. To date they have taken over $148 from me without permission. I do not want this to happen to anyone else. If there is any chance that their employee made an error by giving us written confirmation that our contract had been fulfilled and it hadn't, that is their error, not ours! Even still, there is NO way that $148 should have been taken from us by Club 24.

Business

Response:

Good DayWe have reviewed this agreement and found that the individuals signed up for their membership on 12/11/14 and are set to expire on 12/10/15 as these were one year membership agreements. You will notice on the cancellation form that you filled out, this is listed as well. We show no other fees were charged on the account as referenced in the complaint. Please check you records as we show nothing else and be aware the only additional fees would be any returned item fees that may accrue if disputing charges. Also please reference your cancellation slip for specific dates as you will see that the original contract term would go only until December 2015 and that is all you would be responsible for under the contract.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Club 24 is not providing you with accurate information. I am happy to provide the Revdex.com with copies of both the cancellation receipt and my bank statement to prove this.

Review: This complaint is in regard to Club 24 [redacted]. I signed up for 6 months personnel training in July of 2013thru December 2013-I thought. At no time was I advised that I was agreeing to a never ending-automatically renewable contract that I would have to cancel 1 month before its completion. I was given no paperwork that reflects this and I did not sign anything- the computer was down the day I agreed to this. The trainer who signed me up was well aware of what my needs were and although he says he always includes this information - he did not with me. There was also opportunity fore the trainer that worked with me for 6 months to let me know and didn't-since we had a lenghty conversation about it being my last month. because of my credit card billing cycle I have been charged 2 months ($340)that I did not agree to. I made multiple attempts to correct this problem, but was passed off from one person to the other and finally told that tits there policy and there was nothing they could do. I asked to speak to someone higher - but was given the wrong e-mail address and no one has responded to my request to correct it.I feel I was taken advantage of and cheated. I realize that there may be nothing that can be done based on the policies in place...but I was not informed of any of this - if I was I would have either not agreed to it to begin with or would have canceled at the appropriate time.Desired Settlement: I would like the 2 months charges reimbursed. $340.32 (plus interest that I needed to pay on my credit card would be nice)

Business

Response:

We do understand but our system is the same with all memberships. We do understand that there could be confusion but we do not think our staff could have intentionally misled anyone since every single membership is done the same way and we do several thousand per year. In this case there may have been confusion so we would be willing to refund one month and hope that this would be satisfactory.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and I will accept the half reimbursement as opposed to nothing - but

Sincerely,

Review: On Feb 9th, 2015, I went to the [redacted] location to see if I could suspend my account for a duration of time. Kristina, who was the manager at the time spoke to two men that were there that day and I was told that my account would be frozen effective immediately for no longer than 2 months. During this time, I was continued to be billed both the personal training and regular gym memberships. When I returned 2 months later, I informed [redacted] what had happened and she immediately got [redacted], the personal training manager involved. He told me to fill out a disability form to have more backing and they would take care of contacting corporate about it. A month had gone by and I hadn't heard anything so I emailed the address on their website. I was put back over to [redacted] who wanted me to come in to talk about things. When he arrived he was very confused and thought I wanted to sign up for a new membership for personal training, even though I was specific with what was going on. He told me he would give the information over to someone named [redacted] who handled this stuff and should hear back in no more than a couple days. A couple days came and went and I didn't hear anything. It become a huge inconvenience trying to get ahold of [redacted] as he was either "busy" or "not available." I left my name and number each time and never received a call back. Finally on June 6, 2015 [redacted] called me and gave me an update that things were still being looked into but it was hard because Kristina was no longer employed by the club, even though he knew what was going on while she still worked there. The next couple weeks played out the same of [redacted] being impossible to get ahold of and not communicating with me, leaving messages each time, mostly with the manager Brittany, who also was aware of what was going on. Finally one of the desk attendants gave me the email to speak with [redacted] directly. I emailed her on June 16, 2015 asking for a status. She emailed me back and seemed like she had no idea what was going on, even though [redacted] said he reached out to her. I sent her the whole story and never heard back from her. On June 22, [redacted] had called me to let me know that my personal training was cancelled and that I would receive a refund within 5 business days for the personal training I was billed the duration of my membership. I never received any refund and called him at the club to find out what was going on June 29, 2015. He said he would check into this and call me back that day. Yet again, more promises not fulfilled. I called him the next day and told him that this was getting ridiculous and I feel as if everyone was blowing this off in hopes I'd go away since it was taking so long and no one ever got back to me. He told me some things were out of his hands and apologized and were try and find out what was going on.

On July 1, 2015, everything changed. [redacted] left me a voicemail stating that I wouldn't be receiving any money back after saying I would. I asked to speak to the district manager named Joe, and he said he couldn't give out his contact information. [redacted] told me to either go back online and write an email like I originally did, or email [redacted] again to pass the message along. I emailed [redacted] requesting this, and neither Joe or [redacted] got back to me. [redacted] called me back again later on to reiterate that nothing could be done. Even though in the past he said things were out of his hands, all of a sudden he was calling the shots. He admitted without directly saying it, that no one would call me back as I requested and he was being a messenger. I also requested he try and find out who the 2 men were that [redacted] asked permission about the account freeze. He refused to do so, after he asked me what else he could do. I informed him that I recorded that phone call just to prove how irresponsible and inconsistent he was being. Lots of games with this company and everyone seems to want to push responsibility to everyone else so they can get out of promises that should have been kept. This is not to mention billing members for full amenities promised at sign up when nothing was ready, and billing different amounts than agreed too (emails saved for proof of this)Desired Settlement: I want both my personal training and regular membership cancelled, and a full refund of everything billed until cancelled. $681.19 to date

Business

Response:

When something goes on freeze it doesnt cancel out the payments it only delays them. This agreement called for a total of seven payments to be made before it went on a month to month basis. She had originally made 10 payments and we have refunded four of those so technically only six were recorded. The personal training agreement has been completely canceled as of June 17th.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I have written conversations between this establishment as evidence to start off with.

I signed up at the [redacted] location (As I live in [redacted]) and was told in June that the [redacted] of this gym would open up any month.

Many months pasted by and I kept asking and looking at there [redacted] Page and it kept saying "Opening Next month".

No one told me before hand that I could have put the membership on hold until this Feb, 2015. I have been paying $21 and change since May 2014.

My most recent conversation I had with a woman name [redacted], back on Feb 9, 2015 at 1:52PM (Which I have the conversation saved on my phone) and she wrote:

Hello [redacted],

We can cancel your membership effective immediately for you. We are letting members put there memberships on hold which most are doing, if you are moving away, then we can waive Feb. and March dues and then set you to cancel.

Let me know what works best for you.

Thank you [redacted]

I replied to simply cancel the membership.

I then was charged on Feb 21, 2015 the membership fee of $21 and change I wrote back that morning asking why I was charged.

Not only did I have to wait 2 days for a response. She then flips the conversation around and says

"When we spoke last I had mention as a courtesy I would put your membership on hold for you until the [redacted] club open. You then said you were moving away by March I said was all we need is proof your moving away" (was never said at all to me, also moving home back in with my parents, what am I suppose to do get a letter from my MOM!?)

And so forth...

I'm upset with this company and all I want is my money back. I know other members live in [redacted] and go to other locations. But I work a 40+ work week and I don't want to have to be driving 15-20 minutes to work at a gym when I was waiting for the [redacted] location to open since it was about a 5 minute drive from my house.

All I want is a refund and nothing more. I won't write a bad review about this place as long as this gets taken care of. I have written evidence on all conversationsDesired Settlement: All I want is a refund is from Sept 2014 through Feb 2015. I went there twice in June and I am being extremely nice by not saying I need all back.

$127.32, I won't even include the membership fee in Sept that was about $39.00

Business

Response:

This member joined our [redacted] Connecticut facility in May 2014. She emailed us in October inquiring about the opening of our new location in [redacted] and we gave her the update. We have attached that email and response here:

Email

Review: Efforts to collect for non-used club monthly membership fee and separate charge for presonal trainer. This was orig. paid by EFT through Debit card.

National Fitness Center

[redacted] XXXXX

March 12, 2013

Re: Member number XXXX-XXXXXX

To whom it may concern:

Please be advised that I hereby dispute your ongoing billing of my "erstwhile" membership in your health club in the monthly amount of $121.35. I have not attended the facility in Ridgefield, Conn. for a period of at least the last 6 months for a membership which was initiated, I believe, July 2012. Notwithstanding these events, all payments for the use of facilities and a trainer have been paid electronically through February of 2013 on a monthly basis by EFT by your action.

When I attempted to cancel my membership officially for a second time on the phone this day, I was informed by your representative that this verbal notification was not sufficient. My membership would renew automatically in perpetuity until such time as the correct, approved resignation form is received by your office, if I understood her correctly. Previously, when I tried to quit and have your billing cease, pursuant to an earlier telephone exchange which occurred on or around January 1, 2013, I was told that this was impossible as the contract did not allow for our withdrawal. All fees would continue as per the now usual account debiting. It was shortly afterward I took the action of preventing your continued (unauthorized by my consent) monthly debiting of my joint checking account when you would not comply willingly with my wishes to cease billing me. You were being remunerated for preforming no actual service or providing any benefit to me, for the money which you were sweeping monthly from my joint account. It seems now as if there is only a precise and virtually unknown secret method of quitting "the gym", certainly unpublicized in your literature and contained presumably only in the tiniest of print, contained in some backwater contractual clause. Apparently there is no easy way of getting out of your clutches and hence no quick relief from your predatory, dishonest billing practices.

Further, please note, I attempted to settle the account again today for the outstanding amount of $121.35 by immediate payment. This was the amount received in your written notice of February 25, informing me that this notice was an attempt to collect a debt. The phone representative stated that I now owe another $125.35 and this amount will continue be billed, it seems literally, until Kingdom Come. Well, it is not my desire for the present or continuing in any version of an afterlife imagined in my philosophy. I will be filling complaints with all appropriate local, federal, state agencies that have possible jurisdiction in the regulating of consumer businesses such as: Conn. Consumer Complaints, the State AG's office, etc. to see if they be able to provide relief to unwary consumers such as me.

So I implore you for a last time now, if the point has not been satisfactorily presented by now. I wish to cancel my membership due to non-use and non-attendance. You have been presented with, what has been heretofore, a windfall of payments for no real service or product provided by you in exchange. Please cease attempting to bill me or take any other credit agency reporting measures adverse to my best interests in the future. In exchange, I continue to offer the $121.35 as final settlement of this dispute. And I bid you good health as well.

Desired Settlement: We would pay remaining 1st year club membership immediately (approx. $84) but want advance personal trainer charges due for balance of period forgiven. We have already paid approx. 8 months of full charges of $21 and $80 respectively for a total of over $121 per months since initiation in July of 2012. Last attendance at least 6 months ago. Management company, National Fitness Centers is unyielding and is sending internally generated collection letters since EFT facility has been severed by us.

Business

Response:

Business Response /* (1000, 5, 2013/03/28) */

We have cancelled the membership and removed any past due fees.

Review: Gym keeps charging me twice what I signed up for. I called my credit card company to dispute charges, they were able to successfully dispute half the amount of every bill, however Club24 pushes back with another one time charge against my credit card. They avoid returning calls to me and my credit card company.Desired Settlement: I would like Club24 to charge me the correct amount, and call me or my credit card company to work things out.

Business

Response:

HelloWe apologize for the confusion but we do not show you getting billed for that amount in our system. We checked on the account under that name and only see membership billing of $10.61 every other week. This is for [redacted] with a birth date of [redacted]. The billing card ends in [redacted]. Please confirm this is the correct person as we show no other billing for that person or card.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: My complaint is against Club 24, Wallingford, and their collection agency, '[redacted]'. They were taking a monthly payment amount of $10.60 from my credit card for my gym membership. One day out of the blue, I get a notice in the mail that my card was declined and I had accumulated $70 in charges, and now my account was in collections! There is no way my card could have been declined, the expiration date isn't for another year, and the card has a $2500 limit and a $0 balance. I immediately contacted the collector, [redacted], who could not explain to me why my card had been declined but would only repeat time and time again how much money I owed them. That phone call ended very badly, and nothing was resolved. I then walked into Club 24, cancelled my membership in person, and paid whatever balance they alleged was due on my account, so that I would never have to deal with them again. I was ASSURED by the woman at the front desk that my "debt" was paid, I would receive no more collections notices, and that she would personally have the manager contact the collections department at [redacted] so they would stop sending me notices. Months later, I am still getting notices, claiming I owe [redacted] money, for a gym membership I have already cancelled months ago and have not used since. I am not paying these people another dime, as they have no reason to continue charging me. How can one company tell me I am all set and do not owe any additional monies, only to have their creditors still sending me collections notices?Desired Settlement: [redacted] (debt collector for Club 24) immediately stops sending me collections notices and ideally, they should lose their license for attempting to fraudulently extort people for monies they are not owed.

Review: I have been a member for about 9 months and usually stop there after I get out of work every morning to use the tanning beds. The last 4 - 5 months I have spoken with several employees including the manager Tony about the tanning beds and have also emailed their website as advised by Jarred, another employee. Obviously the owner Ed doesn't give a crap that people are paying every month and they have substandard equipment. The tanning beds SUCK, 15 bulbs or more are out in each one and need to be replaced. I am not the only person who has complained about this situation without any results. I keep getting the same line of excuses; we're renovating, there on order etc. Well they keep electronically deducting the membership fee every month maybe we should be discounted on that since they can't seem to break out their checkbook to bring their equipment up to proper operating standards. Seems like once you sign on for a membership Club 24 doesn't give a st anymore! Maybe more research for a state of CT number to lodge a formal complaint as the cleanliness isn't up to par either.Desired Settlement: Fix and replace substandard equipment back up to normal operating level.

Business

Response:

Thank you for contacting us. Tanning is not something we promote or charge for. Although it was a service we offered when we first opened we do not support it because of the negative health benefits. We are a fitness center with a focus on weight loss and human performance. Tanning is a service that is currently in the club and again there is no fee charged for this. We are currently renovating that club and may not be keeping tanning there. Since this member seems to be only interested in tanning we have canceled the membership with no fees or anything. If she is interested in fitness training we would encourage her to come back at a later date but if it is tanning that she is interested in a tanning salon may be a better fit.

Review: I signed up for a membership at Club 24 and I specifically asked the person signing me up if I could cancel this contract at anytime. The response was yes. I also asked if it was an easy process and the person told me that I would just have to call and cancel. I had asked her again to make sure as I am well aware of year long contracts made by health club companies and I wanted to make sure that I did not have to make a monetary commitment should my daughter decide not to pursue being active at the gym. My daughter did not have as much interest in the gym as she first thought and due to unforeseen circumstances, we had to move which made it even harder for her to go to the gym. I emailed the company to find out how to cancel the account and they provided me with a phone number to call. It said to call them to cancel the membership. I did call the number and I found out that I could not cancel the membership as first told and via the email I received. I spoke to the manager at the Club 24 and she told me that she could not be accountable for her employee's actions as she was not there to witness it and the handwriting of the employee was illegible. So, she could not do anything for me.

Product_Or_Service: Gym Membership

Account_Number: XXXXXX

Desired Settlement: I would like the company to cancel my membership as of April 2013 and not make me wait until October 2013.

Business

Response:

Business Response /* (1000, 8, 2013/05/01) */

Hello

To avoid confusion all of our agreements are 12 months and our staff actually doesn't have the ability to alter this. The way the agreements are set up its impossible to alter this. It is possible to terminate early if you move over 25 miles from the facility and if that is the case here we can certainly do this. Also you can pay an early termination fee of 89 dollars which is also an option. Please let us know if either of these options would work.

Review: In December of 2013 I opened a membership. I lived less than a mile away and hoped to get in shape for my wedding. I am in no way svelte, in shape, or healthy and I wasn't at the time either. I signed the contract and was then told I was required to set up an appointment with a personal trainer. When I went in for that appointment I was very clear about my needs, including massive migraines that are brought on by any number of things, including excessive exercise and exercise induced asthma. What I was never told is that a personal trainer is NOT part of the membership fees. Why, then, was I required to make an appointment? I remember crying in his office, distraught because I could barely afford paying for my wedding and cost of living, and that the membership was a gift for myself to get healthy. All I wanted was to come to they gym and be left alone. He assured me it would be alright, that I could join a class with no additional cost, and was very kind. Then our workout started.

He worked me hard. I left needing my inhaler and with a massive headache. I returned to the gym once after that session and never again. I resigned to paying for a full year of service.

I assumed, wrongly, that after a year without renewing I wouldn't have to worry about the payments anymore. I was wrong. In that time from December 2013 to December 2014 I had moved and changed jobs. I had only been to Club 24 twice in that entire year. I received a failure of payment notice from them and called right away. They informed me that contracts are automatically renewed and only cancelled with written letter in person. I think this practice is complete [redacted]. If I don't go to the gym for a full year, paying 20 dollars a month, feeling trapped and stupid for signing up in the first place, what makes you think I even still have my contract? Or even better yet, what makes you think I'm going to show up to cancel? That's genius of you, Club 24. Pure genius. If you make cancelling as inconvenient as possible, and make people sign a contract that includes automatic renewal, there is no way you'll ever go broke.

The woman on the phone assured me that I'd be refunded the annual payment on submitting my cancellation notice. I never went to cancel. I was consumed with work, my wedding in March, and honeymoon plans. Life got in the way. And just this month I received another payment failure notice for my monthly payment. That was it. I was furious.

I went in to cancel my membership, and here's why I'm writing this complaint.

[redacted], who was also the personal trainer who worked me so hard that I was too embarrassed and exhausted by to even bother coming back, says "Why are you cancelling with us today?" and I replied "Because I haven't shown up for a year and a half." And his reply "Well you can start showing up now."

ARE YOU KIDDING ME, [redacted]? I lived my life for a year and 6 months, paying Club 24 a grand total something of the likes of $360, without stepping foot in that gym more than twice. That means, really, I paid $180 each visit to Club 24. I finally got my [redacted] out of my house to cancel something I should've done a month after that horrible session...and that's what you have to say to me? Make me feel like I'm doing something wrong? As if I am doing myself a disservice for cancelling? Shame on you. "I'm sorry to see you go" or "Have a nice life" or "Thanks for your patronage" would've been appropriate. Not a cheap ploy to get me to shell out more money to your company.

I believe that the least Club 24 can do is check on the frequency of patrons' usage of the gym and give a courtesy call to those who haven't gone in a while to remind them that an annual contract is about to be renewed. A simple phone call.

I take full responsibility for the money I owed, and realize I wasted $360 of my own volition. But I hope you are able to take full responsibility for the frustration and humiliation that signing up for your gym has caused me.Desired Settlement: Stop billing me and start treating your customers like people who have lives and complicated emotional states. I don't want this to happen to anyone else.

Business

Response:

We do understand and monitor the fitness industry very well to see trends. Every club in the country has agreements that renew month to month at the end of the initial term and 99% of members find this as a positive service. We go out of our way to make this extremely clear when signing up as we require members to initial for this month to month status and sign for it. Many companies do try to hide it. If she has not already filled out the cancellation paperwork we can certainly cancel from here. Just let us know.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: the gym is a gym/tanning salon. The beds have never been up and working since I joined the gym when it opened.

I'm a member at Club24, the [redacted] branch. I am very happy with the gym and the staff. I am highly disappointed with the tanning bed situation. I have been going to the gym since it has opened here in [redacted] in February. I joined specifically for the gym/tanning membership, however the tanning beds have yet to be in working order since the gym has opened. I have asked for information regarding the tanning bed situation and the managers and employees working there have no information on the tanning beds being fixed. The excuses they have giving me are; the bulbs were broken when they were delivered to the tanning bed, the owner then ordered the wrong beds, the electrician has to come turn on the tanning beds, etc. I have tried asking for the owners information to try and resolve this issue with him however, the managers have told me there is no way to get a hold of the owner of the store. I have a vacation coming up in 3 weeks and would like to have a base tan before I leave. I am upset that this issue has not been resolved I know many others are disappointed as well. I was also told by an employee that this has happened many times before with his other locations.Desired Settlement: I would like my membership to be refunded for the time the beds have not been open or compensation for going to another tanning salon. If the bed can be fixed and running this week then I would just like my membership refunded for the month the beds have not been running.

Business

Response:

Business Response /* (1000, 5, 2013/04/16) */

We do apologize for this situation. Unfortunately we have had a number of issues with the tanning company on this installation. We are hopeful that we can resolve the situation this week but we have cancelled the membership and refunded all money paid.

Consumer Response /* (2110, 7, 2013/04/18) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

Review: I joined Club:24 in June, 2014. I also opted to join the personal training program. When the training program was described, I was told that I could change the program or cancel at any time. With that in mind I signed up for a program that was more than I had originally intended on taking advantage of.As a beginner, I thought I needed a personal trainer to force me to be accountable and help me design my workout routines. For my first session, I discovered that [redacted] (my trainer) did not design my first week's routine, and instead had me use the treadmill, elliptical, and bike for an hour.My second session worked out better. [redacted] completed my workout sheet and lead me through my first day's workout. I completed the rest of the plan later in the week.My third session was rescheduled by [redacted]. He indicated that there was a workout sheet in my folder that I could do. Upon arrival there was no workout sheet, and on our rescheduled day I received a phone call indicating that [redacted] was no longer with Club:24.I did not hear from Club:24 for four weeks. In the meantime I had found a routine that fit me better that I was following. When the new trainer called, I indicated that I was no longer interested in the personal training program.At this point I was told that there is a $250 charge for cancelation unless I could prove that [redacted] told me there was no charge. I feel like Club:24 did not provide the service as required (and paid for). Any agreement we had should have been null and void when they no longer had the staff to support their agreements. I canceled my gym membership as well because I wasn't going to walk into the place of business of a company that has no interest in customer service.Desired Settlement: I would like a refund of $459.99 which covers 3 sessions of personal training that I paid for but were not provided. Plus the $89 gym cancelation fee and the $250 personal training cancelation fee.

Business

Response:

We would to have this member use any sessions he has remaining without any charge. We have many personal trainers available at all times and will be happy to put the fees paid toward additional training sessions for this member. Our agreements are very clear that they are for 12 months and if they choose to cancel early there is a fee involved but we would be willing to put this toward additional training sessions. We will hold these sessions available for as long as you wish so they are there for use.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I signed a month to month agreement at Club 24 on 8.27.12. I called in Apr of 2013 to find out about freezing my account since I had started a new Job 1.5 hours away. The representative who I spoke with granted my request to freeze my account and told me to call back when I was ready to unfreeze my account. Great! Oct 15th Club 24 deducting the monthly membership fee of $10.64 from my account. Another $10.64 in Nov, plus a $29.99 yearly assessment fee, and another $10.64 for December. I called when I noticed deductions being taken from my bank account. When I spoke to the Rep on the phone I asked why they were withdrawing money from my account without my permission. I did not call to unfreeze my account. The rep said I was only granted a 6 month freeze time. I told the rep I was not told that there was a time limit. She said "That's what the other Rep wrote in her notes on your account". I told her, I'm looking at my membership contract right now and under the Membership Freeze clause there is no mention of a time limit an account can be on freeze. I then asked if she could tell me when the 6 month freeze policy came about. The Rep said that they really don't have a Freeze policy. What? You don't really have a Freeze policy?...So you just decided in 6 months you were going to start deducting money from my account without notifying me? Thats stealing!! After expressing my frustration and attempting to get a refund for my money CLUB 24 stole from my account without my consent, I decided to write a formal complaint as they refused to refund me my money. Every Reps defense was "the Rep you spoke with initially who put your account on Freeze advised you to call in 6 months if you didn't want to get charged again." The initial Rep never told me that...this conversation went in circles with every Rep I spoke to. Extremely exhausting. Regardless of what he said she said, it always comes down to what's in the contract. CLUB24 granted my request to Freeze my account. We know that because I was notDesired Settlement: charged the monthly membership fees and my bank records reflect that. CLUB 24 claims they told me I had 6 months to call & request an extension or cancellation on the freezed account. Where is the proof? Where is the revised agreement I signed under my new Freeze Status stating I was only on Freeze for 6 months? No such document exists. Your contract states no time limit on Freezes. You 6 month policy was made up and I expect a refund for $61.91.

Business

Response:

We have reviewed this with our billing company. It is true that we normally do not allow freezes at will. If you review the attached membership agreement you will notice that the section referencing freezes states only with DR's notice. The billing company allowed this freeze as a courtesy. Here are the log notes and times of the first interaction.

Member Requesting Freeze

- verified birth date and address member called to put account on a

freeze for work. member is on month to month and does not want to cancel

per NRS can put on freeze for 6 months. member wants to know if can be

longer advised member that he will need to call in closer to the time

and we can look into putting it on longer but no guarantees. freeze

starting 04/13 and billing starting again on 10/13/2013[redacted] - 03/27/2013 at 8:46am

Filter Notes

Letters Sent

General

This shows that the operator did inform the member that he would need to call in to extend the freeze. It is actually impossible for our system to accept an open ended freeze. Our software does not allow this. When entering a freeze we have to enter a start date and end date. It would not be possible to do an open ended freeze. This there does seem to be some confusion we have instructed our billing company to refund the yearly maintenance fee which came out on 11/5/13.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

What Club 24 has written in their responce to my claim is NOT policy but rather a sharing of their internal notes they made in their computer system which they are trying to pass off as policy and does not reflect an agreement made between the Club and myself regarding any time limits on freezes. Therefore, it is insane that they can justify keeping ANY of my money without my consent. Their contracts say nothing about time limits on freezes and therefore I should be refunded the entire amount as requested with a letter confirming that my status at thier facility is cancelled. Their entire position hinges on a what they believe their representative advised me to do over the phone and the notes she made on my account in their computer. No signed written contract or ammendments to the exsisting contract, or corrisponding emails confirming both parties have agreed to these new terms were executed, therefore CLUB 24 has no documentation that can justify their position.

It was more important for the CLUB to keep my money than to resolve the issue. For less than $75, the CLUB preferred I walk away unhappy with the experience and pursue the option to cancel my membership and lose the possibility of my future business should I be located near another one of thier facilities again than to do the right thing and refund me my money which I felt was an dishonest attempt to start charging me again.

This right thing to do is to refund me the full amount of my request.

Respectfully,

Business

Response:

We do understand the frustration. Our policy is actually that we do not freeze at will. It would be only under medical guidance. This freeze was done by our billing company as a courtesy to the member. We have waived the annual fee from November and if the member had cancelled when initially calling, it would have required a thirty day notice which is standard for all cancellations. We have actually waived this as well on the current cancellation so we have actually refunded the $29 fee and waived the final payment due. We are comfortable that the rep did instruct the member that it was only for 6 months because as we stated before it is impossible for them to enter an open ended freeze into the software. All of our medical freezes have a start and end date. If the physician is unable to provide an end date which is sometimes the case we cancel the membership and allow the member to restart when they are able at the same rate as before.

Review: I recieved a phone call from a credit agency stating that my account was past due. I called them and stated this is impossible and cancel my membersip. They told me I need prrof. I called club 24 in regards to this and all they can do for me is that I need to come cancel it or show prrof. That the paperwork might of been lost. I told his I should not be responsible for it this they dont keep copies. He said there is nothing he can do for me. After trying to tell him that no one has reached out to me at all regarding this he got rude and hung up.Desired Settlement: I think that I should not be paying for these fees since I did everything I needed to on my end.

Business

Response:

We have reviewed this and have no record of this cancellation. When a member cancels they would fill out a form. This is a two part form that is dated and we the club keep the white copy so that we may process the return and the member receives the yellow copy for their records. We have this system so that in the extremely rare case something on our end does not get processed the member has dated proof to show us that they did in fact cancel. If the member has their copy we can certainly backdate the cancellation and remove or refund any fees. If not we can would be able to accept this as notice of cancellation but would not be able to cancel yet as it appears there are outstanding fees. The account must be in good standing for us to close it in our system. Please let us know which way to go.

Consumer

Response:

I did bring the yellow copy in to the club proving I had canceled. I do still believe this is poor customer service and the service I got when I call was horrible. I think this was harrasement and I should of never recieve called threaten my credit. This is poor business, and I should not have to hope I save a small piece of paper from 3 months ago. This situation was cleared up financially but I need to make sure my credit was not.

Review: 9774092

I am rejecting this response because:

Sincerely,

Lora Cortez