Club Fitness

Initial Business Response / [redacted] (1000, 6, 2015/08/03) */ On 5/29/ [redacted] purchased Full Access Membership from Club FitnessFull Access Memberships are a minimum of monthly payments at $plus tax per monthThis membership type gives the member access to all of our facilities, hour access and use of all amenities If a member wishes to cancel prior to fulfilling the monthly payments, a $early cancel fee is required The only exceptions we make for the Early Cancel Fee is for death, permanent disability or military deployment [redacted] signed and initialed the membership agreement in all pertinent areas indicating that she understood and agreed to the terms of the membership agreement [redacted] mailed in her required 30-day notice, postmarked on July 7, Her last billing date will be August 1, in the amount of $for her early cancel fee If you have any questions regarding this, please contact me at XXX-XXX-XXXX

Complaint: [redacted] I am rejecting this response because: I have recently filed a complaint with the Illinois States Attorneys officeThey should be receiving notice or have oneThis is ridiculous! [redacted] Supporting documents to online consumer complaint to Office of Attorney General receivedOPress the Enter key to open the contact card.">Office of the Illinois Attorney General < [redacted] > Reply|Wed 1/17, 1:PMYouRefrence #: [redacted] Document:club fitness bs.pdfPLEASE DO NOT REPLY TO THIS MESSAGE THIS MAILBOX IS NOT MONITORED FOR INCOMING MESSAGES.Dear Consumer, Thank you for providing supporting documentation to go with your original online complaint We have received your supporting documentation submitted online and will be reviewing it and matching it with your complaint to determine what assistance we may provide Once we have reviewed the complaint and supporting documentation and made a determination, we will send you written notification of our decision If your complaint is retained by this office, a staff person may forward your complaint and supporting documents to the business involved requesting a response Please know that your concerns are important to us We thank you in advance for your patience.Very truly yours, [redacted] Illinois Attorney General Sincerely, [redacted] ***

*** *** purchased a membership on 5/3/2015. Please see the enclosed copy of her Membership Agreement. She signed and initialed in all pertinent areas, indicating that she had read and understood the terms of the agreement.All of our memberships require a written 30-day
notice of cancellation, to be received at our corporate/billing office address. We received ***'s cancel request on 8/7/17.***'s membership cancellation has been processed.Her last billing date was 8/6/17. Her last date to utilize the facility will be 9/6/17.No refund is due.Please note:In ***'s complaint, she states that she "called and informed that her credit card was being cancelled so she wanted to end her membership."Cancellations are NEVER accepted over the phone.Removing the billing information from file does not cancel a membership; this is stated in the Agreement. The credit card number on file for *** was updated automatically by the credit card company.If you have any questions regarding this, please contact us at ***

I mailed our response to this yesterday. Thank you

Complaint: ***
I am rejecting this response because: Club fitness can provide all of the notes and contracts it wants to, they are still taking advantage of their customersThis is completely unprofessionalProof of that is that they are still going to charge me for JuneIf I
must I will Freeze June for a month so they can take off that additional chargeIf this cannot be properly resolved I will seek assistance from the Attorney General's officeObviously they have no intentions of working with their customersI would think that it would in the best interest of all parties to clear the funds and dissolve the contractAt this point it probably doesn't matter but instead of highlighting and marking they should have provided an itemized statementEven if they don't charge based on usage I have not used the facilities at all and should not charged anythingThe way they are treating customers is disheartening and unacceptable
Sincerely,
*** ***

Initial Business Response /* (1000, 9, 2015/09/15) */
Please see copy of Membership AgreementMr*** purchased an OPEN END membership from Club Fitness on 7/28/We require a written 30day notice of cancellation to be mailed to our Corporate Office for all cancellations*We DO NOT
require cancellations to be mailed by Certified Mail
On 2/23/Mr*** called our Customer Service Department and told our representative that he had been
trying to reach someone since NOVEMBER to cancel (not September as he states in his Revdex.com complaint)We explained to Mr*** how cancellations are to be submitted per the terms of his agreementHe requested a refund due to non-usage, we explained that we do not bill according to usage, we bill per the terms of the
agreementPlease see copy of file notes
It appears as though, rather than sending us the required 30-day notice of cancellation, Mr*** simply chose to file a dispute with his credit card companyMr*** did three CHARGEBACKS for three monthly fees and revoked our billing authorization
*Revoking billing authorization does NOT cancel a membership
We sent a statement to the address on file requesting payment for the months past due and for valid billing informationWe received no responseOn 4/15/the account was sent to an outside collections agency
We have contacted the Collection Agency and requested any notes they may have on fileWe have enclosed their response
Please note that we could have added a $returned item fee' for EACH returned payment, for the chargebacks which would have $to Mr***'s total amount dueAs a courtesy
we did not do thisThe balance is owed to Consumer Collection Management
If you have any questions regarding this, please contact Customer Service XXX-XXX-XXXX
In Good Health,
*** *** Club Fitness Billing/Customer Service Department

She has not offered any new information, so there is nothing to respond to. We stand by our original response

Complaint: ***
I am rejecting this response because: No matter what this says none of this was explained in this mannerYes paper was pushed in front of us acknowledging we received access keys and that no locks should be left on lockers are they would be cut off but not one time was it mentioned that we were LOCKED IN to a YEAR commitment in any waySorry but there was nothing but deception involved in our whole conversation win are lose with this company.
Sincerely,
*** ***

Please see copy of the agreement that was emailed to the member on 12/20/at 5:19pm to the email address provided on the agreement. An additional copy was mailed to *** *** as requested on 3/8/by mail. At any time either the co signer or the member could obtain a copy of the
agreement through the online member portal themselves. At any time either of them could also have requested a copy at the location or through our office as *** did on 3/8/17.All charges are valid as each member who signs up has an annual fee. This fee is clearly marked and dated on the agreement. We do not notify members prior to billing as each member is automatically billed per the agreement terms. No refund is due

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI understand that I could have made a written request to cancel the membership per the membership agreementHowever,
I would also submit that on any of the three occasions that my son and I attempted to cancel his membership in person, a Club Fitness employee could have advised us to do so, rather than giving us incorrect information, as many customers (my son included) do not always have a copy of the membership agreement readily availableDoing so would have demonstrated a more positive customer service culture at Club Fitness and would have quickly, easily, and amicably resolved this situationOn the third attempt my son was able to successfully cancel his membership and I do appreciate the customer service that Gina demonstrated in explaining the process fully and also in acknowledging to me that the Club Fitness Chesterfield location had provided both me and my son with incorrect information
Sincerely,
*** ***

Per Mr***'s request, we have refunded the two Annual Membership fees, ($and $19.00), which were billed prior to the cancellation being submitted; and his daughter's early termination fee ($49.00). The total amount of the refund is $97.00.Our Member Experience Director, Mr***
***, has attempted to reach out to *** *** by phone. There was no answer, Mr*** left a message for him to please return his call on his personal cell phoneIf you have any questions regarding this, please contact me at ***

Please see enclosed copy of Membership Agreement for *** ***. All pertinent areas of the agreement have been initiated and/or signed by the member indicating that the terms of the membership were understood at the time of purchase. All of our memberships require a 30-day written
notice of cancellation.Please see copy of file notes documenting calls.On 10/21/16, ***'s mother called our Customer Service Department and stated that *** went into the club twice in August to cancel his membership. We explained to her that we would need proof of his cancellation submission. We also explained that *** had corresponded with a manager by email, in September regarding his declining payments, and he had not mentioned wanting to cancel or that he had attempted to cancel...see file note.We have also enclosed copies of the email exchange between Club Fitness employee *** and ***. There does not seem to be any intention of cancellation according to this email exchange.Mailing a cancellation request is ALWAYS an option for cancellation. This is the option that *** initiated in his agreement. See section titled 'CANCELLATIONS' on the front page of Membership Agreement.***'s cancellation request was postmarked on 10/24/16. We processed it according to the terms of his membership agreement. His last billing date will be 11/15/2016; this is within the 30-day notice period that *** agreed to. His last day to utilize the facility will be 12/15/2016. He has a balance owed of $91.33.In our confirmation letter, we requested one or both of the confirmation numbers from when *** submitted his cancel requests at the Club. He would have had to sit with the manager or assistant manager, who would have asked a series of questions, filled out a form and submitted it via the web. *** then would have then been provided a confirmation number via email with a minor copy of his cancel request.He may still provide us with a copy of the email confirmation and we will gladly reprocess his cancellation.If you have any questions regarding this, please contact us at ***

We responded to this by MAIL on Wednesday 6/It may have gone out in the next days mailMr*** contacted our office on Friday 6/10, we believe he is a satisfied customer at this point

Initial Business Response /* (1000, 7, 2015/09/09) */
On 4/19/*** *** purchased a membership from Club Fitness
*** did not sign a year contract; she purchased an Open End MembershipThis membership type does not expire
Our agreements specifically state in three (3) consecutive
sentences that cancelling Automatic Payments for any reason/Non-Payment does not cancel/does not terminate your membership(See pink highlighted area of agreement.)
Payments began declining in January We began mailing statements and sending emails advising *** of her balance owed and her invalid billing informationStatements and emails were sent on or around 1/15/15, 2/15/15, 3/15/and a Final Notice on 4/16/
*** responded to the final notice email; asking to cancel because she had not used the facility in about a year...(See copy of her response email dated 4/21/15)
We responded to ***'s email on 4/23/with a very general responseWe explained that normally cancellations are done by mail however we would use her email as her required 30-day noticeWe advised her that she would receive confirmation once her cancellation had been completedWhen an email is opened there is no member information availableThe email is responded to and it is forward to the proper department, (depending on the request) for processingOnce the request has been processed, a confirmation email is then sent to the member at the email address the request came from
See copy of our cancel confirmation, sent on 4/29/at 8:16amWe advised *** that her last billing date would be on May 15, and that she still owed a past due amount of
On 5/15/we mailed and email another statement advised of the past due amount, which now included 5/15/On 5/26/another late fee was added
On 6/16/we sent out another final notice statement and email
On 6/20/*** responded saying that she has already notified us to cancel and 'the last email she received from us stated that her email asking to cancel was sufficient to get the membership stopped along with any collection activities.' The bolded part is untrue, she was never told that
On 6/22/we advised *** of that her cancellation had been processed, we advised her again of her amount owed, we advised her that if her balance was left unpaid her account would eventually be sent to an outside collections company
On 6/23/she responded that she had not been utilizing so she did not owe legally or morally
On 6/24/we again responded that we do not bill according to usage but according to the agreement until her required 30-day notice is received and her past due amount was owed
On 7/28/*** ***'s account was sent to an outside collection company
If you have any questions regarding this, please contact me XXX-XXX-XXXX

Initial Business Response /* (1000, 6, 2015/05/20) */
We did not 'CLOSE' our Webster Groves Club Fitness, we relocated the facility (less than miles away); this does not release the member of obligations of the membership agreement in any way
*** *** and *** *** both purchased
memberships on 12/30/These memberships require a written 30-day notice of cancellation to be mailed to our corporate office
See copies of both membership agreements
Our cancellation procedures have been given to both members by phone, more than once, since 02/09/
See copy of file notes
To date, we have not received the required written notice from the membersAs a courtesy, we have used the Revdex.com complaint and we have processed the cancellations according to the terms of the membership agreements
Their last bill date was May 1, Their last day to utilize the facility will be May 30,
*** has an outstanding balance of $The balance owed includes a $returned payment fee for a chargeback he did thru his credit card
If you have any questions regarding this, please contact me at XXX-XXX-XXXX
In Good Health,
*** ***

Initial Business Response /* (1000, 6, 2015/11/25) */
*** *** purchased a membership from Club Fitness on 8/19/
See copy of membership agreement
*** agreed to give a written 30-day notice of cancellation
***'s cancel request was postmarked on 10/28/14, making his
November billing his final billing month
***'s Annual Fee billed on November 2, As a courtesy, we used that as his final billing rather than billing him again on his regular scheduled billing date on 11/19/
**Please note that *** was only billed ONE Annual Fee, the other charge was for a different member who was also listed on the cancel request
**Please also note that *** had a previous membership with Club Fitness which he complained about the same situationHe was aware of our cancel procedures therefore he could have sent in a cancel request sooner in order to avoid being charged the Annual Fee
See copy of file notes
We processed this cancellation according to the signed membership agreement
No refund is due
If you have any questions regarding this, please contact me at XXX-XXX-XXXX
In Good Health,
*** ***
Club Fitness Billing/Customer Service Department

I have just mailed a response for #*** Thank you so much ! ***

When a cancellation is requested inside one of our clubs, the member is required to meet with a General Manager or an Assistant General Manager. The GM/AGM will ask a series of questions and fill out an on-line cancellation form which is then submitted to our Corporate Office.Our 'regular
sales staff' are not allowed to handle cancellation requests.It it possible that there was only one Manager/Assistant Manager on duty at the time Mr*** was visiting the facility. (No detail other than the date of 1/30/was given). It is also possible that there were set appointments being taken.We sincerely apologize that Mr*** had a long wait. We are sure that no disrespect was intended. We have used this complaint as Mr***'s required written 30-day notice and we have processed his membership cancellationMr***'s last billing date will be February 13, 2017; his last day to utilize the facility will be March 13, 2017.If you have any questions regarding this matter, please contact me at ***

Complaint: ***
I am rejecting this response because:
Ms*** stated that the representative waived the processing fee because I would not be receiving the first month (January) for freeHowever, this is not true, and find it strange that she would state the reason the representative waived the fee during a conversation she was not present forThe representative did, in fact, state that he would be waiving the processing fee of $because I had previously been a member, and that I would also be receiving the first month free (which would have been $24.99) because of a promotion the club was running at the time (this advertisement is contained in Ms***’s attachments)These waivers were mutually exclusive of one another, and one was not substituted for the other
To finish, I would refer Ms*** back to the column on the right side of the first page of my contract which clearly shows that the Enrollment Fee, Processing Fee, and First Month Fees are all $I agreed to pay nothing that day, nothing the first month, a monthly payment of $to begin in February, and a $annual Club membership fee on March 14th, That is what is shown in the contract, and that is what I signed.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered] I didn't agree to nothing you guys told me that I was required to to pay the feeI never signed a contract with Club FitnessContract should be void