Club Fitness

Initial Business Response / [redacted] (1000, 6, 2015/12/03) */ Mr [redacted] originally purchased a membership from Club Fitness on 4/28/ On 5/28/Mr [redacted] went into a facility and upgraded his membership from a Single Club Limited Access Membership to a Full Club Membership Please see copy of Agreement dated 5/23/ All memberships require a written 30-day notice of cancellation to be mailed to our corporate office addressWe have NEVER accepted cancel requests at our clubs and we have NEVER had 'a yellow form to sign' to cancel a membership Club Fitness does bill according to usage, we bill according to the terms of the Membership Agreement Mr [redacted] 's monthly payments began declining in May 2015; we began mailing out statements, advising of the past due balance and that billing information needed to be updated We mailed out statements for May, June, July, August, September and October We never received payment on the account, there was no contact at all from Mr [redacted] , the account was eventually sent to an outside collections company *Mr [redacted] admits in his complaint that "he ignored our letters" this is not our fault Mr [redacted] must make payment to the collections company as we no longer hold his account **While researching this complaint, we have discovered that there is another membership for a Kristina [redacted] that SHOULD have also been sent to collections at the same timeAs a courtesy, we have terminated [redacted] membership and waived the balance owed on her account If you have any questions regarding this, please contact me at XXX-XXX-XXXX In Good Health, [redacted] - Manager Club Fitness Billing/ Customer Service Department

Initial Business Response / [redacted] (1000, 7, 2015/07/31) */ Please see copies of both membership agreementsMr [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 mailAs of the writing of this response, we have not received a cancel request from either memberAs 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, This is within their 30-day cancel period They may continue to utilize the facility until September 10, NO CANCELLATION FEE HAS CHARGEDThey 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

The Billing company that we use is named [redacted] ; the billing software that [redacted] uses does not recognize 're-loadable' debit cards.Members are required to have a checking or savings account, or a credit or debit card issued by a financial institution such as a bank or a credit union.Our 'Monthly Memberships' do require to have a valid form of EFT on file at the time of purchase.If Mr [redacted] would like to pay cash for a membership, we do sell 'Paid In Full Memberships'; he would have to pay for everything upfront.If you have any questions regarding this matter, please contact me at [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/07/10) */ Club Fitness requires a written 30-day notice of cancellation; the member is responsible for any billing scheduled within that last 30-daysClub Fitness does not pro-rate final monthly billings We have enclosed copies of both membership agreements, cancellation request and email correspondence Please note that payment in full was received on both accounts (the day after this complaint was filed) No credit is due as not billing error has taken place If you have any questions regarding this, please contact XXX-XXX-XXXX

Complaint: [redacted] I am rejecting this response because: It is hard to be verbally abusive when nobody returns your calls asking for someone with their membership team to help clear up the matterI have requested and requested a rep to return my calls on this matter and they have notThey are very responsive to take your money but if their is an issue they ignore youupon this issue I have come across numerous complaints about this company about similar mattersI wish I would have investigated or researched them before I ever signed upThis has been a Warning to my friends and family.when I canceled my membership in December, I asked to settle up any fee's in full associated with my cancellationI was told I was paid in full and that there would not be any additional chargesNow January I received a billWho am I supposed to believe? I called for days trying to reach Rock Hill with no success, I was finally able to reach the corporate office,who said their records show a balance due, but could not explain why Rock Hill said it was paid in full, nor could she explain to me what the fee's were even for .My friend and I joined a Zumba class on a Monday evening the instructor could not make it so her assistant led the groupThe session consisted of the instructor grinding in front of the mirror, we left the room after a short while in disbelief that this was considered a Zumba Class Sincerely, [redacted] ***

Revdex.com: 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, [redacted]

Complaint: [redacted] I am rejecting this response because: The customer service is very poor from this businessIt is very clear based on the very emotional response from the "company"I revoked my authorization to bill my credit card verbally to this company and that is where I standI see that it sis tough for this company to separate emotion from business but it would certainly be in their best interest to cancel the membership that had me been paid in full and no longer bull my cardIt would be best to do this before I post my reviewAny furthers charges will be considered fraudTrying to attack or defame a customer seems like a VERY poor position to takeI "cussed" at them? What does that mean and what relevance would that have? I'm an American and as such an entitled to free speech and will exercise that right at any point I feel appropriate! What you cannot do as a business is attempt slander in any wayAlso, what relevance would my wife's previous account have? These kind of actions are the reason you've been reported to the Revdex.comThe call prior to anything already had the same exact tone and attitude that the business response carriesFurther had I known that you put my wife's previous acct in collection then you would've never gotten my business on this one because I know that acct was paid every month, I paid for it as wellSo I'm guessing you've tried to lock her in and say she didn't use the proper channel to cancel? These business practices are again why you find yourself in a complaint case with the Revdex.comI have paid the membership every month and I've simply called to cancelI want the memebership fee that was just charged refunded and no other charges will be accepted since you've received in writing that I revoke authorization to charge my card and any contract between club fitness and myself shall be consider null and void [redacted]

Initial Business Response / [redacted] (1000, 8, 2016/01/14) */ Ms***'s cancellation has already been processed and there will be no further charges to her accountMs [redacted] had days (Not hours) from the day she signed her agreement ti decided if she wanted to keep her membership or to void her agreementSee copy of agreement, Buyer's Right to Cancel sectionIf 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/at 2: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 herShe 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

Initial Business Response / [redacted] (1000, 8, 2016/01/14) */ The only cancel request that we received from [redacted] is post marked on December 19, 2015; we processed her cancellation upon receipt [redacted] is not eligible for a refundWe processed her cancellation according to the terms of her membership agreement *If she mailed any of her previous requests by certified mail and can supply us with a copy of the signature card, we will gladly review her account for reprocessing If you have any questions regarding this, please contact me at XXX-XXX-XXXX In good health, [redacted] Club Fitness Billing/Customer Service Department

Initial Business Response / [redacted] (1000, 6, 2016/03/07) */ On January 15, [redacted] called our Customer Service Department and told our phone representative that he had told our club employee that "he wasn't paying anymore because he wasn't using...so he thought that meant that the employee cancelled his membership for him." Our representative explained that cancels are not allowed at the clubs or over the phone It was explained to [redacted] that the clubs have fliers advising of our cancellation procedures that they pass out to customers who ask about cancelling and that he is responsible for his balance owed On January 21, we received a billing statement in the mail from ***, he had written on it that his account was closed and he cancelled We used this mailed notice (postmarked on 1/9/16) as his REQUIRED written notice of cancellation and we processed his membership termination ***'s last billing date was January 15, We mailed a confirmation letter advising [redacted] of his last billing date and his ending balance owed ***'s past due amount at that time was $which covered December and JanuaryThis amount has now increased to $with the addition of statement fees [redacted] may have cancelled his credit card account in October; he did NOT cancel his membership in October

Initial Business Response / [redacted] (1000, 7, 2016/02/17) */ Please see copies of both membership agreements Mrand Mrs [redacted] both purchased month minimum memberships on 1/27/ The 30-day notice to cancel requires the member's initialsThe annual fee being billed on a specific date requires the member's initialsThe early cancellation fee requires the member's initials Mrand Mrs [redacted] both initialed and signed their agreements in all pertinent areas, indicating to us that they had read and understood the terms of their Agreements at the time that they joined A copy of each membership agreement was emailed to each member on 1/27/Mrsand Mrs [redacted] each had business days from the date they signed the agreement, to review the agreement and to cancel if they wished and receive a full refund We received their required written 30-day notice of cancellation submitted via our website on 2/3/this was withing the day grace period of their 1/billing date so we used 1/30/as the final billing date for both of them Mrs [redacted] 's desired resolution is to have his 3-0day notice eliminated and a refund of his 30-day notice, and as honest sales presentation Since we did not charge either of them for the 30-day notice there is nothing to refundHe and his wife were clearly aware of the terms of agreement as they both initialed the items that he says they were unaware of We respectfully request that this case be closed as invalid or Resolved If you have any questions regarding this, please contact us at XXX-XXX-XXXX in Good Health, [redacted] ***

I filed a complaint about a year ago with regard to Club Fitness’ billings I had cancelled my membership but continued to get billed They filed a collection notice on unpaid invoices After my complaint, the company stopped billing me and the collection notices stoppedHowever, I see on a recent credit report that I only have one derogatory note on my Transunion credit report and it is Club Fitness for $ The collections were removed from the other two agencies Is there a way to reach whomever at Club Fitness responded to my original complaint so this can be rectified? When I make phone calls to the company, I am passed from one person to the nextThank you!

Initial Business Response / [redacted] (1000, 6, 2015/10/08) */

Initial Business Response / [redacted] (1000, 6, 2015/05/18) */ All of our memberships require a 30-day written notice of cancellation; these must be mailed to our corporate officeWe 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, This marks the first day of their 30-day notice period We have processed Mr& Mrs***'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]

Initial Business Response / [redacted] (1000, 6, 2015/12/14) */ Ms [redacted] seems to be confused on what has happened with her accountWe have tried to explain to her over the phone and in a letterShe 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 decliningWe mailed out statements for the months of January 2015, February 2015, March 2015, and April (Her total amount owed to us at this time was $94.53) We received NO RESPONSE to any of our correspondence On May 20, we terminated [redacted] 's membership due to NON-PAYMENT and her account was sent to an outside collections company On 10/23/Ms [redacted] contacted our billing processing company, [redacted] who instructed her to contact us (the Corporate Office for Club Fitness) On 12/4/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 owedWe did thisSee 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 $mark on her credit'She only owed Club Fitness $94.53, that is the amount that we sent her off forWe contacted [redacted] and asked what the balance owed was (because they add their own collection fee), the total amount on the account was $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

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 RoomIt was found that the Group Exercise Room at that location maintains a constant temperature of 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 cherecords 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 facilitiesSince 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

Complaint: [redacted] I am rejecting this response because: If you would have gave me the option to have a medical records review the first time, I would have not had to complain to the BBB in the first place. I believe the words your employee at the Granite City location used were... "You will never get a refund from us". I have attached my VA medical records from 3/1/2015, when I first injured my back. If you would like to do a review with me, I will gladly go through my injury timeline. I called your customer service number and of course, no one is there to answer the complaints. Please call me ASAP to resolve this matter. [redacted]

Mr. [redacted] contacted us on 12/12/16 after he had been contacted by the collections company. We reviewed his file and it was determined that [redacted] purchased this membership for [redacted] on 12/8/2015. She signed and initialed everything on the Membership Agreement which makes... her the responsible party. [redacted] purchased her own membership on 11/25/16.We have contacted [redacted] and had this account switched from [redacted] 's name to [redacted] name.If you have any questions regarding this, please contact Customer Service 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 when he purchased the membership If member can provide VALID proof of his son's age being under 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 usWe will respond again upon receipt of the additional information.Thank you

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]