Club 24 Concepts Gym

From: [redacted] [mailto [redacted] ] S t: Wednesday, January 04, 1:PM To: [redacted] > Subject: Re: Complaint Per Reference [redacted] The voicemail states from our former Mgr [redacted] *hat the membership was taken care of, which as I stated in our prior response that is wasClubdid cancel [redacted] agreement, waiving the day notice as a courtesy and did use the email sent over from our former manager [redacted] from [redacted] stating he forgot to cancel Mr [redacted] at that time 08/16/was cancelled with no money dueIt was when he went and disputed all charges from 04/14-08/that sent him to collections Also if you listen to the voicemail, never does mgr [redacted] ever state he will be refunded for anythingAll he states is that we did cancel the membership for himAs I stated in my last response, [redacted] account is no longer in our hands as which I sent him an email letting him know this and that he would have to work with Club24's collections attorney from this point forward Thank you,

From: bar [redacted] ] Sent: Wednesday, November 16, 12:PM To: [email protected] Cc: [redacted] Subject: complaint response [redacted] [redacted] s has sent in a complaint # against Club Concept Gyms in regards to her son Jeff [redacted] had purchased and signed for a month agreement with Club 24, which he is now stating that he thought he signed for week college special and that it would end August We have spoken to [redacted] and came to [redacted] agreement since [redacted] is away at school and unable to utilize the gym that we are giving him a winter free student, a free summer student and one more free winter student This will give him all the he had lost and will lose while he is away If you c [redacted] email any Revdex.com complaints to this email it will help with the delay in our response Thank you for your time, Club24, [redacted]

From: [redacted] [mailto: [redacted] ] Sent: Thursday, December 29, 12:PM To: Revdex.com Subject: Complain [redacted] This e-mail is to notify you that you currently have a new message with Revdex.com in regards to complaint #[redacted] from Clib informed the billing dept I deserved no refund and based with my discussions he refunded me and I spoke To him about this

Member was informed about proper cancellation procedure and refused to complyWe do not accept verbal cancellation due to there being no paperwork for proof that each party could have in possessionThe reason we do not do phone cancellations is because it could turn into a situation where a member could say they cancelled over the phone but we never processed itWe actually make our cancellation procedure as easy as possible for our members by allowing them to do it right here in the club or sending a certified letter to our Wallingford location so that upon delivery the member would receive a receipt of proofThe fact the member has acknowledged he was told the proper procedure and refused to comply should be enough to close this caseBest, Bobby CastelotGeneral Manager Club Gyms Middletown

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
Sincerely,
*** ***

Member was informed about proper cancellation procedure and refused to comply. We do not accept verbal cancellation due to there being no paperwork for proof that each party could have in possession. The reason we do not do phone cancellations is because it could turn into a situation where a member...

could say they cancelled over the phone but we never processed it. We actually make our cancellation procedure as easy as possible for our members by allowing them to do it right here in the club or sending a certified letter to our Wallingford location so that upon delivery the member would receive a receipt of proof. The fact the member has acknowledged he was told the proper procedure and refused to comply should be enough to close this case. Best, Bobby CastelotGeneral Manager Club 24 Gyms Middletown

From: [redacted] [mailto[redacted]] S t: Wednesday, January 04, 2017 1:51 PM To: [redacted]> Subject: Re: Complaint   Per Reference [redacted] The voicemail states from our former Mgr. [redacted]hat the membership was taken care of, which as I stated in our prior response that is was. Club24 did cancel [redacted] agreement, waiving the 30 day notice as a courtesy and did use the email sent over from our former manager [redacted] from [redacted] stating he forgot to cancel.    Mr [redacted] at that time 08/16/16 was cancelled with no money due. It was when he went and disputed all charges from 04/14-08/16 that sent him to collections.  Also if you listen to the voicemail, never does mgr. [redacted] ever state he will be refunded for anything. All he states is that we did cancel the membership for him. As I stated in my last response, [redacted] account is no longer in our hands as which I sent him an email letting him know this and that he would have to work with Club24's  collections attorney from this point forward.    Thank you,

. From: [redacted] [mailto:[redacted]] Sent: Thursday, December 29, 2016 12:23 PM To: Revdex.com <[email protected]> Subject: Complain[redacted]   This e-mail is to notify you that you currently have a new message with Revdex.com in regards to complaint #1[redacted] from Clib 24 informed the billing dept  I deserved no refund and based with my discussions he refunded me and I spoke To him about this.

From: [redacted]] Sent: Wednesday, December 28, 2016 10:01 AM To: [redacted] Subject: [redacted]   This email is a response to a Revdex.com complaint against Club24 Concept Gyms, our Middletown club, reference number [redacted] from member [redacted]...

[redacted].   [redacted] purchased a membership with Club24 in January of 2015. The membership was a 12 month agreement which after the 12 months the membership does then go on a month to month basis until member gives their 30 day notice of cancellation. Our cancellation policy is either the member can fill out a very simple cancel form in the club or they can send their written request via certified mail. We DO NOT take any cancellations over the phone. I will be attaching [redacted] agreement where you will see our cancellation policy on the back page. I also am going to send over the email dated 08/16/16 where our former Middletown manager [redacted] asked if we could cancel [redacted] membership as a courtesy and waive the 30 day notice since [redacted] had moved away and forgot to cancel. John was at this point out of agreement so we did take the email as a written confirmation of cancel and cancelled the agreement effective that day,  waiving the 30 day. You will also see in the email where [redacted] emails stating he moved away and forgot to cancel.   Then on 08/25/16 [redacted] called or went to his bank and charged back all of his payments form 04/22/16 - 08/12 which now we get charged fee's as well as they take the money back from Club24. At this point Club24 put the balance back on his account and sent him to 3rd collections.    [redacted] has called the club numerous times harassing the staff and also I myself spoke with him for at least 30 minutes on  12/13/16 trying to explain to him, that we did cancel him and he was all set with no balance due, that is because of his own doing that he now has a balance and was sent to collections. He insists that he was told he had to go in person to cancel which is not true and if so then why did he email our Manager [redacted] at the time saying he forgot to cancel. He was very well aware of our policy, he had spoken with [redacted] at some point telling him he was possibly moving and might be cancelling, that was as far as the conversation went. He never filled out a form or sent in a certified letter. I process all the cancels for all 6 clubs, if [redacted] only followed policy or took the courtesy cancel which we were nice enough to do he would not be in this situation today.    Lastly when speaking with him on the 13th I told him I will see if I can possibly reduce the amount and get back to him. I will also forward over to you my last email to him. From: "John" [redacted]> Date: May 22, 2016 11:48 AM Subject: Cancel membership To: <[redacted]> Cc: > Hello [redacted] > Is there a way to cancel my membership I moved out of state and forgot to cancel > I just noticed a $37 charge and a 10 fee on my card > Member Id [redacted]From: [redacted] [mailto:[redacted]] Sent: Wednesday, December 28, 2016 10:15 AM To: [redacted] Subject: Reference #[redacted]  This is the last correspondence I have had with [redacted], Looks like it was on 12/09/16 so I must have spoken with [redacted] on 12/08/16 not the 13th as I wrote in my prior email. Please if any further quetions I can be contacted via phone at [redacted]  Reply all | [redacted]Sent ItemsHello [redacted], We appreciate you contacting us with your question, like we talked about, Club24 looked more closely and reviewed all the aspects that go into your file. Based on all the information we have and prior communications the decision was made to keep your file with the 3rd party for collection. As you know your account is with [redacted]. We have retained their services to resolve the balance due.At this point please direct all communications to this law office. You may contact them at [redacted] Club24

From: bar[redacted]] Sent: Wednesday, November 16, 2016 12:49 PM To: [email protected] Cc: [redacted] Subject: complaint response   [redacted]   [redacted]s has sent in a complaint # 11778600 against Club 24 Concept Gyms in regards to her...

son Jeff. [redacted] had purchased and signed for a 12 month agreement with Club 24, which he is now stating that he thought he signed for 10 week college special and that it would end August 2015. We have spoken to [redacted] and came to ** agreement since [redacted] is away at school and unable to utilize the gym that we are giving him a winter free student, 2016 a free summer student 2016 and one more free winter student 2017. This will give him all the he had lost and will lose while he is away.    If you c** email any Revdex.com complaints to this email it will help with the delay in our response.   Thank you for your time,     Club24, [redacted]

From: John [mailto:[redacted]] Sent: Thursday, January 05, 2017 8:45 AM T[redacted] Subject: Revdex.com complaint [redacted]   Hello [redacted]   Here is the email response from the club manager He told me I would get a refund.  Complaint ID 1[redacted] Kind regards [redacted] Sent from my iPhone Begin forwarded message: From: [redacted] <[redacted]> Date: July 7, 2016 at 1:10:10 PM EDT To: John [redacted] Subject: Re: Membership follow up Hey [redacted] , I have recently moved to our Wallingford Club 24 location. I am sorry to hear your membership wasn't cancelled as per our last few.conversations. Not only is it taken care of, but you will be receiving a refund for what we discussed and the annual fee that was charged.  We are very organized and punctual with the cancellation process and regret that you've slipped through the cracks.  please accept my apology and continued patience for the refund to the direct account used for your membership with Club 24.  Hope all is well with your move and good luck with everything. [redacted] Club 2t Management

From:**> bar[redacted]] Sent: Wednesday, November 16, 2016 12:49 PMTo: [email protected]...

Cc: [redacted]Subject: complaint response**>   [redacted]>  **> [redacted]s has sent in a complaint # 11778600 against Club 24 Concept Gyms in regards to her son Jeff. [redacted] had purchased and signed for a 12 month agreement with Club 24, which he is now stating that he thought he signed for 10 week college special and that it would end August 2015. We have spoken to [redacted] and came to ** agreement since [redacted] is away at school and unable to utilize the gym that we are giving him a winter free student, 2016 a free summer student 2016 and one more free winter student 2017. This will give him all the he had lost and will lose while he is away. **>  **> If you c** email any Revdex.com complaints to this email it will help with the delay in our response.**>  **> Thank you for your time,**>  **>  **> Club24,**> [redacted]>