Club Cycle

When Club Cycle originally announced that they were closing on October 14th, I felt I would be able to use most of my creditsI attended the last class at Hopewell and had no idea that they were closing early until I received an email the next morning that said they were closedEven though Club Cycle says they are looking for another location within miles, I'm not very hopeful since they are already opening another location in PittsburghI feel Bethel Park is too far to drive for a minute classThere should be no question that I should get my $back for the last package I bought since it falls with the daysWe were told they would only refund if bought within days and I never saw another notification that it had changedI would like some compensation for my other credits

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 Regards, [redacted] I don't know any members from Hopewell that are driving to Bethel Park for classesMaybe there are some but none that I knowI would accept 50% of what I paidI would be glad to attend classes if they open a studio within miles of the original studio but I'm not willing to allow my money be kept while waiting for one to open

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Dear *** ***,Opening Statement:Thank you for bringing this complaint to our attention, as we strive for a perfect customer service ratingWith so many websites available for consumers to post negative reviews, such as Google, Yelp, Facebook, and now the Revdex.com, you
understand why we take customer service so seriously.First, while we wish this member would have reached out to Club Cycle first to inform us of his situation and displeasure with our policysWe respect his decision to contact the Revdex.com as a mediator and appreciate you taking your time to read our responseWe are open to reaching an agreement and would like to provide more information for the case.Club Cycle Locations:Club Cycle began in Dormont a little over years ago, and has always had the policy of no expiration date on creditsThe goal was to open studios around the Greater Pittsburgh Region in yearsNorth Hills, South Hills, East, West, and Downtown Pittsburgh.Club Cycle in Dormont was closed by eviction and moved mile down the road to Castle Shannon, where we were evicted again and moved miles down the road to Bethel ParkThat is how Bethel Park became secured as our South Hills location for the next yearsAccording to PA state law, a fitness center can move up to miles while retaining members.Club Cycle in Hopewell was operating as our West location from Janthrough August of The location was simply too big for the area, which lead to it’s closure, but we are confident the area can support a smaller successful Club Cycle location in the WestSince the closing we have been actively pursuing a new space in the West as we prepare for the opening of the Downtown Pittsburgh location in December 2017.Club Cycle Expiration Date Policy:To our knowledge, Club Cycle is the only studio in PA to offer class credits that do not expire and can be used at multiple locationsWe did this because we felt that everyone falls off the wagon from time to time and deserves an opportunity to ride againThe flexibility of multiple studios works for many of our members, as some live between locations, or live in one location and commute to work in anotherState law requires studios to allow members a reasonable amount of time to use class credits, which studios similar to ours set their expiration dates at to months, depending on the businessMoving forward in 2018, Club Cycle will be enforcing class credit expiration dates, but all previously purchased credits do not have an expiration dateThe state law that pertains to Health Club’s in PA was written in 1989, before the days of studios offering individual class creditsThis law was written to protect the consumer from fitness studios collecting pre-paid membership dues longer than months, or holding a consumer into a legal binding contract when services could not be renderedWhen the Hopewell location closed, any remaining class credits purchased days prior to the location closing in August were immediately refundedClub Cycle then extended this grace period to days, allowing for more refundsAny credits that were older than months remained on a user’s account without expiration as we search for a new location, and can still be used at other locationsWe feel as though this is fair, as at other fitness studio’s these credits would have expired, so Club Cycle is in reality offering more value to the consumer, since otherwise the credits would have zero value and would have to be re-purchased for any future classes.Club Cycle Attendance PolicyHopewell Club Cycle location experienced difficulties due to the attendance policy.When we began operations in Jan 2016, we had a hour unreserve window, which means a member could hold a seat up until hours before class and simply unreserve and receive their class credit back and no penaltyThis lead to many members reserving seats in advance to ensure a space, and then often unreserving hours before class, and not leaving ample time for another member to take that seatSince class credits didn’t have an expiration date, this essentially would allow a member to remain active in the scheduling system as long as they wanted, taking up seats while not utilizing the credits in a reasonable amount of timeThis led Club Cycle to changing the unreserve policy in the spring of to hours before class.Club Cycle Refund PolicyDue to Club Cycle’s policy of no expiration dates on credits, Club Cycle made sure to include a “No Refunds” policy in the terms and conditions that a user agrees to when 1) a new user creates an account, and again 2) must agreed upon in the terms and conditions for any package before it can be purchasedHere is a copy of the no refunds section.When this consumer who filed the complaint with the Revdex.com joined Club Cycle and purchased credits between April to May 2017, the policy was simple and read:Refund Policy for Packages/Memberships NO REFUNDSALL SALES ARE FINAL.Since August 2017, we have updated our policy to read:Single classes, class packages, unlimited packages, special promotions and all other offered memberships are non-refundable and non-transferableIf you are not given a reasonable amount of time to use your membership, which is stated as months from the date of your purchase, Club Cycle will refund you the pro-rated amount of the unused portion of your membership packageOtherwise, there are no refundsYou may return old class credits in exchange for store credit to be used towards a new unlimited membership.Consumer’s Claims With The Revdex.comThis consumer claims with the Revdex.com that 1.) There are class credits remaining on the member’s account, 2.) The member paid approximately $for these class credits, and 3.) Club Cycle opened a location in Bethel Park and told him he has to go there to use the class credits.Club Cycle would like to respond to each of these allegations individually to clear up any confusion.1) There are class credits remaining on the member’s account:He had purchased a total of class credits, using of them, plus attended classes for freeHis attendance record shows he reserved bikes for classes, cancelling of them to receive his credits back onto his account to be used for classes in the futureWhen Club Cycle closed on August 8th, 2017, he had four ten packs totaling to be remaining class credits.2) The member paid approximately $for these class credits:From our records we can see that this member was buying credits during special promotions, even when he already had class credits to useHe currently has four packs on his accountHere are the details.November 30th, 2016: months and days prior to the closing of Club Cycle Hopewell, class credits were purchased for 50% off the retail price of $He paid $for these credits.February 4th, 2017: months and days prior to the closing of Club Cycle Hopewell, class credits were purchased for 40% off the retail price of $He paid $for these credits.February 26th, 2017: months and days prior to the closing of Club Cycle Hopewell, class credits were purchased for 50% off the retail price of $He paid $for these credits.May 4th, 2017: months and days prior to the closing of Club Cycle Hopewell, class credits were purchased for 50% off the retail price of $He paid $for these credits.3.) Club Cycle opened a location in Bethel Park and told him he has to go there to use the class credits:Club Cycle always had a South Hills location, and Hopewell was opened as a second locationSome members lived in Robinson or Carnegie, which allowed them to utilize both placesUpon looking at this member’s account, he lives approximately minutes from the Bethel Park location, so we understand if he doesn’t want to use any credits at that locationHis credits are still good for Downtown Pittsburgh and we are currently looking for a new location within miles of the Hopewell locationBecause class credits do not expire, his promotional valued credits would still be valid at that new locationWe do not recollect telling him he had to use his credits in Bethel Park.Closing Statement:Again, Club Cycle would like to thank you for offering your help in mediating this matter before any legal actionWhile we hope you refrain from posting this complaint and response on your website, we are here to work through mediations to resolve this matter in a timely and respectful mannerPlease advise on proceedings.Respectfully,Club Cycle Management ***

When Club Cycle originally announced that they were closing on October 14th, I felt I would be able to use most of my credits. I attended the last class at Hopewell and had no idea that they were closing early until I received an email the next morning that said they were closed. Even though Club Cycle says they are looking for  another location within 10 miles, I'm not very hopeful since they are already opening another location in Pittsburgh. I feel Bethel Park is too far to drive for a 45 minute class. There should be no question that I should get my $80 back for the last package I bought since it falls with the 120 days. We were told they would only refund if bought within 30 days and I never saw another notification that it had changed. I would like some compensation for my other credits.

Dear [redacted],Opening Statement:We at Club Cycle appreciate your continued concerns with [redacted] and his membership credits. While we wish he would have contacted us directly to resolve this situation in the first place, as we have an amazing customer service department with 5 star ratings, we are fulfilling our obligation to respond to his complaints within 10 days, so the Revdex.com can make the decision if they would like to share this case with the world via their website. Again, with some many review websites out there, it's great to have another one. Thank you Revdex.com. The following is in reference to complaint ID [redacted]Club Cycle Refund PolicyDue to Club Cycle's policy of no expiration dates on credits, Club Cycle made sure to include a "No Refunds" policy in the terms and conditions that a user agrees to when 1) a new user creates an account, and again 2) must agreed upon in the terms and conditions for any package before it can be purchased. Here is a copy of the no refunds section.When this consumer who filed the complaint with the Revdex.com joined Club Cycle and purchased credits between April 2016 to May 2017, the policy was simple and read:Refund Policy for Packages/Memberships NO REFUNDS. ALL SALES ARE FINAL.Consumer's Claims With The Revdex.com[redacted] says he is “not hopeful" that Club Cycle will be opening a new location in Beaver County since we are expanding by opening a studio in Pittsburgh. This makes absolutely no sense. We are not hopeful [redacted] ever plans on attending any Club Cycle location again, considering his complaints with the Revdex.com.[redacted] claims that we told members they would only get refunds if the purchase was within 30 days of closing. That is false. Club Cycle refunded everyone who fell within 90 days.[redacted] claims that there is "no question" he should get his $80 back, because it fell within 120 days, is false. Club Cycle did extend the courtesy of refunding some members past the 90 days, if they reached out to Club Cycle and made us aware of their situation that warranted a refund. From our recollection, [redacted] never contacted Club Cycle and the only information we have received has been through the Revdex.com.[redacted] claims he would like "some compensation" for his other credits. Resolution to [redacted]'s Complaints[redacted] has 4 purchases totaling $336. If he would like to expire all 40 of these credits to become void, Club Cycle is willing to offer him 25% of the original value, which is $84. His other option is to hold onto the credits to be used at another location or to transfer the credits to another member, as credits are always transferable. If he knows a member who still attends classes, he is able to sell them.Thank you,Bill B[redacted]Ref. Complaint ID [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.
Regards,
[redacted]                             I don't know any members from Hopewell that are driving to Bethel Park for classes. Maybe there are some but none that I know. I would accept 50% of what I paid. I would be glad to attend classes if they open a studio within 10 miles of the original studio but I'm not willing to allow my money be kept while waiting for one to open.