Club Fitness

Please be advised that our HVAC maintenance person was at our Arnold location on August 3, 4" and 5" to check the Air Conditioner System and monitor the temperature in the Group Exercise Room. It was found that the Group Exercise Room at that location maintains a constant temperature of 72 degrees...

(when no classes are going on). When a group exercise room is filled with people exercising and sweating, it is to be expected that the room is going to heat up and become humid.
[redacted] states in her complaint that she was "unable to work out for two months". We have enclosed a copy of her check-in records showing that she in fact continued to utilize the club. [redacted] has a Full Club membership and she is able to utilize any of our 23 facilities. Since March 2015, [redacted] has utilized two different facilities. [redacted] continued to utilize the same two facilities thru out the months June and July.
No credit is due.
If you have any questions regarding this, please contact us at XXX-XXX-XXXX.
In Good Health,
[redacted] Club Fitness

Initial Business Response /* (1000, 7, 2015/07/31) */
Please see copies of both membership agreements. Mr. [redacted] and Ms. [redacted] signed and initialed all pertinent areas of the agreements, acknowledging that they fully understood and accepted the terms of their memberships.
The morning after...

they joined a copy of each agreement agreement was emailed to each of them at the email address that they each provided to Club Fitness.
Club Fitness does not bill according to usage, we bill according to the terms of the membership agreement which states that the billing will continue until a written 30-day notice of cancellation is received by mail. As of the writing of this response, we have not received a cancel request from either member. As a courtesy, we have used this Revdex.com complaint as the required written cancel request and we have processed BOTH membership cancellations (according to the terms of the membership agreements).
The last billing date for BOTH [redacted] and [redacted] will be on August 10, 2015. This is within their 30-day cancel period.
They may continue to utilize the facility until September 10, 2015.
NO CANCELLATION FEE HAS CHARGED. They are not eligible for a refund, services were/are available, choosing to utilize is a decision made by the member.
If Mr. [redacted] was unable to utilize due to medical reasons and is able to provide a note from his doctor stating the dates that he was unable to utilize the facility; we will be glad to review his case for a possible time credit.
If you have any questions regarding this, please contact our Customer Service Department at XXX-XXX-XXXX.

Initial Business Response /* (1000, 6, 2015/05/18) */
All of our memberships require a 30-day written notice of cancellation; these must be mailed to our corporate office. We have a cancel for available online that members can print out, fill out and mail in OR they can simply write a letter...

requesting to cancel.
We do NOT require requests to be mailed by certified mail however we DO recommend it so that the member has a way of tracking the delivery of their request.
The only cancel request that we received from Mr. [redacted] was postmarked on May 7, 2015. This marks the first day of their 30-day notice period.
We have processed Mr. & Mrs. [redacted]'s cancellation according to the terms of their membership agreements.
No refund is due.
If you have any questions regarding this, please contact me at XXX-XXX-XXXX.
In Good Health,
[redacted]

We did not receive a written 30-day notice of cancellation from Mr. [redacted] in 2015.  *As of today, we have not received any written correspondence from Mr. [redacted].Mr. [redacted]'s complaint says the problem occurred on 1/1/2016.  He states that "He went in to the Delmar facility AFTER he...

received a call from the collections company and paid his balance of a little over $100."This cannot be; his account was not sent to the collections company until mid-April 2016.  On 1/1/2016 (when Mr. [redacted] says the problem occurred), Mr. [redacted] did not owe a balance of a little over $100.00.Furthermore, our clubs are not allowed to accept payments on accounts that are in collections.  All settlement offers are made ONLY by our Billing Department and payment for settlement are made either thru our office or directly to Consumer Collection Management.Mr [redacted] must produce a receipt for his "cash payment," or a confirmation number for his cancel request that he states he submitted in 2015.  Upon receipt of either of these, we will gladly investigate this further; without such documents, we are unable to take additional steps to resolve this matter.If you have any questions regarding this, please contact me at [redacted].

Initial Business Response /* (1000, 5, 2015/05/21) */
As a courtesy this account has been dropped from collections and the balance owed has been waived.
There is nothing to be refunded.

Initial Business Response /* (1000, 6, 2015/12/14) */
Ms. [redacted] seems to be confused on what has happened with her account. We have tried to explain to her over the phone and in a letter. She has also spoken with our billing company [redacted] as well as Simply put, here is what has...

happened. ..
In January 2015, Ms. [redacted] payments began declining. We mailed out statements for the months of January 2015, February 2015, March 2015, and April 2015.
(Her total amount owed to us at this time was $94.53)
We received NO RESPONSE to any of our correspondence.
On May 20, 2015 we terminated [redacted]'s membership due to NON-PAYMENT and her account was sent to an outside collections company.
On 10/23/15 Ms. [redacted] contacted our billing processing company, [redacted] who instructed her to contact us (the Corporate Office for Club Fitness).
On 12/4/15 we received our first call at the Club Fitness Corporate Office from Ms. [redacted].
[redacted] requested that we send her a letter explaining her balance owed. We did this. See copy of the letter that we sent.
*There is a typo with the date, it says 'November 4, 2015', it should have said 'December 4, 2015'.
We DO NOT know who is telling Ms. [redacted] that 'there is a $180 mark on her credit'... She only owed Club Fitness $94.53, that is the amount that we sent her off for. We contacted [redacted] and asked what the balance owed was (because they add their own collection fee), the total amount on the account was $118.16 in full to the collection company.
*The collection company account number is FXXXXX, (that is NOT a Club Fitness account number and was not given to her by a Club Fitness Customer Service Rep).
We believe this case should be closed as RESOLVED or INVALID because consumers DESIRED RESOLUTION was handled with our letter (mailed 12/4/15) prior to her filing her complaint.
If you have any questions regarding this, please contact us at XXX-XXX-XXXX.
In Good Health,
[redacted]
Club Fitness Billing/Customer Service Department

Mr. [redacted] claims that he signed up twice for "2 year commitments", this is not so.  Please see the enclosed copies the Membership Agreements for Mr. [redacted].  In 2011 Mr. [redacted] purchased a 12 month minimum membership; which he cancelled by submitting a cancellation request 2/27/2014. Then...

he purchased another 12 month minimum membership on 1/23/2015. Mr. [redacted] has submitted several 'Freeze' freeze requests over the years, the most recent was submitted on 4/8/2016 at 9:24 AM.  See enclosed copy.We processed his 3 month Freeze request and we sent him a confirmation email.  (Copy attached to the Freeze request.)Also on 4/8/2016 Mr. [redacted] called our Customer Service Department in the afternoon, stating that he was disabled, unable to utilize the membership and that he needed to cancel his membership.  Mr. [redacted] was instructed to submit a cancel request and to include proof of disability.  (Proof of disability will allow us to waive any balance owed or any Buy-Out fee if one is required.)  See copy of file notes documenting the phone call.We did not hear from Mr. [redacted] again until the end of August 2016.  He left us a voicemail.  We returned his call.  He stated that he had submitted a cancel months ago...(All we received was the Freeze Request).We did not hear from him again until 10/31/2016.Mr. [redacted] finally submitted his cancellation request (30-day notice) on 11/1/2016, making his last billing date 11/26/16.  We sent Mr. [redacted] a cancel confirmation email.  See copies of both the Cancel Form and the Confirmation.Mr. [redacted] has a past due balance of $92.80 owed on his account.If Mr. [redacted] would like to remit proof of his disability, showing that his disability began PRIOR to the date his balance owed began accruing, we will gladly reprocess his cancellation and waive his balance owed.If you have any questions regarding this, please contact our Customer Service Department at [redacted]

See attached document

Initial Business Response /* (1000, 8, 2016/01/14) */
Ms. [redacted]'s cancellation has already been processed and there will be no further charges to her account. Ms. [redacted] had 3 days (Not 24 hours) from the day she signed her agreement ti decided if she wanted to keep her membership or to void her...

agreement. See copy of agreement, Buyer's Right to Cancel section. If you have any questions regarding this, please contact me at XXX-XXX-XXXX.
No one would have told her that they "threw away her form", our membership agreements are done electronically, there was no "form" to "throw away".
Ms. [redacted] WAS sent a copy of her membership agreement on 10/7/2015 at 2:24 pm, by email, the same day that she purchased her membership. (This was less than an hour after her down payment was processed.)
Ms. [redacted] desired resolution is for Club Fitness not to request any more payments from her ...We will not be requesting any more payments from her. She also requests that we not give the impression that a phone call can cancel a membership...Our agreements specifically state that a written request must be received at the corporate office.
We believe this case should be closed as resolved.
In Good Health,
[redacted]
Club Fitness Billing/Customer Service Department

See attached

This is our final response regarding this terminated member.We rejected his response because:We have no record of a phone call prior to the 10/27/17 billing date of the AUTHORIZED CHARGE of the Annual Fee.  NO ONE blatantly and knowingly lied nor stole from anyone.  The only documented call we received was on 10/17/17.  The charge he was questioning was explained to him.This customer told our employee "(expletive) YOU!", he then went on a rant calling us all "(Expletive)", saying he would sue us...Our employee (rightfully) hung up on this person.  We will NOT apologize to this person; it was  his own behavior that caused the outcome of the phone call.  Our employee did NOTHING wrong by terminating the phone call.Club Fitness does not require employees to tolerate abusive behavior of any kind from customers.We processed his cancellation according to the terms of his Membership Agreement.  He was charged the Early Termination Fee because he did not fulfill the 12 Monthly Payments that he had agreed to.If you have any questions regarding this matter, please contact us at [redacted].

Member does not state the daughter's name in this complaint, we are unable to respond regarding the daughter's membership without her information because every member has their own membership.  Please have the member provide this additional information.  Name and date of birth (if he does...

not have her membership number).Also, when member spoke to us on the phone, he did not state that his son was only 17 when he purchased the membership.  If member can provide VALID proof of his son's age being under 18 at the time he signed for the membership, we will drop the account from collections and waive the balance owed.Once you have received this information from member, please mail to us. We will respond again upon receipt of the additional information.Thank you.

Initial Business Response /* (1000, 6, 2015/11/25) */
On 6/8/15 we received the required 'written 30-day notice of cancellation' for [redacted]'s membership; the postmark date was 6/6/15, making the final billing date 6/15/15 in the amount of $59.00 for his Early Termination Fee due to not...

fulfilling the promised 12 monthly payments.
See copy of Membership Agreement and copy of cancel letter.
On 6/11/15 we mailed a confirmation letter advising [redacted] that his cancellation had been processed and that his balance as of 6/15/15 would be $83.49.
A statement was mailed out in July 2015.
On 8/17/15 a FINAL NOTICE was printed and mailed out shortly thereafter.
*We do NOT send a member to collections without sending out a FINAL NOTICE.
Regarding us discussing [redacted]'s PRIVATE information with his mother...,
Please see copy of [redacted]'s File Notes which document the phone calls pertaining to his membership:
On 6/5/15 [redacted]'s mother CONTACTED US... SHE claimed that she was present during his sign up, she was upset and ended up cussing at our phone representative, threatened to contact her lawyer and hung up on our representative. NOTHING 'PRIVATE' was discussed.
On 6/15/15 [redacted]'s mother CONTACTED US AGAIN. (see note) She is the one that mentioned the dollar amount owed on the account, we did not offer that information. We did explain that 'unpaid balances get sent to an outside collection company'; THAT IS NOT PRIVATE INFORMATION, THAT IS 'GENERAL' INFORMATION. [redacted]'s mother replied that she did not care, that we should go ahead and send it to collections.
On 11/13/15 [redacted]'s mother CONTACTED US AGAIN... upset that 'SHE' received a collection letter for her son... asking why we sent him to collections...
** We believe this complaint to be completely INVALID as we did not offer any PRIVATE information to his mother, SHE is the one who is opening HIS PRIVATE MAIL and contacting US.
No credit is due.
If you have any questions regarding this, please contact us at XXX-XXX-XXXX.
In Good Health,
[redacted],
Club Fitness

This member signed a 12 Month Minimum Agreement.  See enclosed copy.He was obligated to 12 monthly payments.  There is a Buy-Out clause in the Agreement, should he wish to cancel early..All key areas of the Agreement are signed and/or initiated, indicating that the member had read and...

understood the terms of the membership.We have not received a cancel request for this member. A confirmation/RESULT # is emailed to the member when a request is submitted online.  *Member may want to check his spam folder for a confirmation email.Member may submit the original Confirmation/Result Number from his original online cancellation request and we will gladly review the account for re-processing.For now, we are using this Revdex.com complaint, dated 6/29/2017 as his required "written 30-day notice of cancellation" and we are processing the cancellation.There will be no further billing to his account.  He may continue to utilize the facility until 7/28/2017.No refund is due as all charges/billing was authorized in the Membership Agreement.

[redacted] has had an active membership since 10/17/16 and she has been utilizing with a trainer.  We are unable to chance her billing information to a 3rd party at the request of someone who is not the owner of the billing information.  If [redacted] would like to have [redacted]...

billed to her sister's billing information, she will need to have her sister contact us and provide the billing information to update [redacted]'s account.  As a courtesy, we waived [redacted]'s $39.00 Annual Fee that should have billed on 12/31/16. Thank you,Club Fitness Customer Service

[redacted] purchased a 12-Month Minimum Membership from Club Fitness on 10/30/2016. Please see enclosed copy of Membership Agreement. [redacted] signed and initialed his Agreement in all pertinent areas, indicating to us that he had read and understood the terms of his Membership, at the time that he joined. All of our memberships require a 30-day notice of cancellation. [redacted]’s 30-day notice was submitted on November 28, 2017, his cancellation has been processed according to the terms of his agreement. [redacted]’s last billing date was December 2, 2017. His last date to utilize the facility will be January 2, 2018. [redacted] WAS hung up on by our employee when he called, please see copy of file notes regarding that phone call and [redacted]’ behavior. He was warned that if he continued the profanity and abusive behavior, the phone call would be terminated; which ultimately happened. Club Fitness does not tolerate such behavior toward our employees. If you have any questions regarding this matter, please contact us at [redacted]. In Good Health,

Review: I signed a one year contract with club fitness in December of 2012 because of their proximity to my job. When I signed up they assured me that if I changed jobs I would be able to cancel. In february I changed jobs and came in to cancel and they signed a cancellation form which I have attached. They asked me to email them a copy of my residential lease just to show that I do not live in Astoria (even though this was not the basis for my cancellation). I did send it, and heard nothing back for three months until I noticed in July that I was charged $64 by them in May. They had no authorization to charge this, it was clearly a computer mistake since it was random (no charges in April or in June or July. When I contacted them about it they assured me they'd return my funds and they never did. I contacted them a few more times about it and they were combative. Today, at their request I resent them my lease that indicates that I do not live in the area, and they sent me back a combative email stating that the cancellation was void because they did not receive proof of moving by 3/*/12 (even though they never once reached out to me that they were going to charge me again or to inform me that they hadn't received the proof of moving).Desired Settlement: $64 refunded to me for the mistaken charge.

Business

Response:

To Whom It May Concern,

This letter is in response to [redacted] regarding [redacted]. [redacted] was a client of the facility that entered into a one year contract on 12/**/12. Sometime around March or April 2013,she had requested that we cancel her membership because she was no longer working In the area. She was incorrectly billed for the month of May and has since received a check in the amount of $64.00 for reimbursement of that charge. We have fully resolved the situation with [redacted] directly and she informed us that she would be retracting the claim filed with the Revdex.com.

Please contact us if you need any additional information.

Sincerely,

Review: About seven years ago I joined [redacted]. At that time, I was working out on a regular basis. A couple of year ago [redacted] changed over to "CLUB FITNESS" I went there a few times and later cancelled my membership in the summer of 2012. I have received numerous harassing bills, telephone calls and requests to extort money from me. I have made contact with the company in attempt to terminate my membership. I have filled out written requests to terminate the membership, but I continue to be harassed.

Product_Or_Service: Fitness Club Membership

Account_Number: unknown

Desired Settlement: I would like "Club Fitness" to cease and desist this harassment and extortion of monies from me. I do not owe them any membership fees contrary to their assertion that I do. I have not been in this facility in quite some time and wish to end my relationship with Club Fitness without penalty and further contact.

Business

Response:

Business Response /* (1000, 5, 2013/07/16) */

[redacted] came in February 2012 to sign a cancellation form. The only thing written on the form was to cancel tanning. The Membership portion was not circled. [redacted] signed the cancellation form.

If a member returns for bad billing, we send letters out immediately along with phone calls informing the member of the balance. I'm confused as to why if she had been receive those "harassing" letters and phone calls she didn't come in sooner to straighten everything out. Instead she waited over a year.

[redacted] came in June 6, 2013 to speak with me about her membership. I told her I would cancel it effective immediately (not going by our 31-day policy)and never send her a letter again. I removed her balance of hundreds of dollars.