Club Fitness

see attached

Initial Business Response /* (1000, 11, 2016/02/04) */
Mr*** *** purchased his OPEN END membership from Club Fitness on 1/23/This membership type renews EACH MONTH and requires a written 30-day notice of cancellation, to be received at our corporate office addressMr*** agreed to this
procedure when he purchased his membershipSee copy of agreement with his initials on this paragraph
Mr*** also agreed to the Annual Membership Fee of $to be billed each year on 4/*We have NEVER charged him a "$Renewal Fee"See copy of agreement with his initials on this paragraph
Mr***'s payments began declining in July A generic email was sent out to ALL members with declined paymentsWe received a response on 7/29/from Mr***We responded to him on 7/31/requesting additional information, re responded, with no additional informationWe responded again on 8/5/15, AGAIN requesting additional information, explaining why we needed more information and that his email dated 7/31/would be used as his cancellation noticeHe responded that "He did not have the requested information"
Since he was uncooperative and refused to provide his date of birth or address, so that we could be sure we were cancelling the correct member, we informed him that we were unable to help him.See copy of agreement with his initials on this paragraph
We never received any further correspondence, we never received any paymentMr***'s account was sent to collection on 1/1/for the amount of $
We are willing to settle this account for the amount of $to be paid to the collection company*This is the amount that was owed at the time we received his email 7/31/
We would also like to mention that American Express NEVER spoke to Club FitnessMr*** disputed his annual fee in and in however the dispute payments were handled by our billing company, *** FinancialClub Fitness was never aware of this until receiving and researching this complaint
If you have any questions regarding this, please contact me at XXX-XXX-XXXX
In Good Health,
*** ***
Club fitness Billing/Customer Service

Initial Business Response /* (1000, 6, 2015/11/12) */
This complaint is in regards to a membership belonging to *** ***, Membership AXXXXX*** purchased her Open End Membership on 4/29/This membership continues to bill each month until we receive a written 30-day notice of
cancellation, mailed to the corporate office addressThis cancellation procedure was agreed to by *** when she purchased her membership
On 11/2/our Customer Service Department returned a phone call from Mr*** ***This is the only call that we have record of receiving regarding this membershipIf they called prior to 11/1/15, we do not know what number they were leaving a message at because we document all call backs and attempted call backs
As a courtesy, we have used this Revdex.com complaint (dated 11/3/15) as the required day notice and we have processed *** cancellation
*** last billing date was October 29,
*** amount owed as of the date of this letter is $
*We are unable to backdate a cancellation without proof of a prior cancellation being submitted/receivedWe do not/never have billed according to usage
If you have any questions regarding this, please contact me at XXX-XXX-XXXX
In Good Health,
*** ***
Club Fitness Billing/Customer Service Department

Location involved - North Highway Florissant, MO I am mailing a package with all of these documents via snail mail Sarah was only could not legally enter into a contract

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,
*** ***

Initial Business Response /* (1000, 7, 2016/02/26) */
Over the last four years we have had several occurances involving *** ***We have tried to work with her in the past; we have issued refunds and comps in the past
After the last occurrence, we (Club Fitness) felt it was necessary to
end our relationship with *** ***; her membership was revoked on February 6,
No refund is due and the membership will not be reinstated
If you have any questions regarding this, please contact me at XXX-XXX-XXXX
*** ***

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,
*** ***

Initial Business Response /* (1000, 6, 2015/05/18) */
***'s first statement in this complaint is "I was under several different impressions with this gym..."We would like to mention right away that prior to this membership; *** had a previous membership with Club Fitness, for almost
two years; from 9/29/thru 5/30/We are still the same gym and ***'s previous membrship type was the SAME membership type as this one
*** called our Customer Service Department on 4/30/stating that she had put her membership on a freeze in January but had noticed a charge(Please see copy of file notes)
We have no record of a freeze request being submittedWe explained that when freezes are submitted, a receipt is automatically sent back to the addresswe would need the receipt number in order to investigate the matter
*** immediately began demanding a refund (using foul language) and said she wanted to cancelCancellation terms and procedures were explained to her and she requested to speak to someone 'higher up'
*** was transferred to *** *** she is in charge of the Corporate Office, Customer Service, and Billing Departments
*** was not disrespectful to ***
(Again, please see copy of file notes documenting the phone call.)
There is no one above *** to speak to regarding this matterMr*** is the owner of Club Fitness; he may be reached by mail at the address above
No Refund is dueIn order to have received a refund, we would have had to receive a cancel request within business day of signing the agreement
*We have used the Revdex.com complaint a ***'s required written 30-day notice of cancellation and we have processed her cancel according to the agreement that she signed
We applied her May 13th billing toward her $early cancel fee and the balance of her early cancel fee in the amount of $will be billed today, May 14,
If you have any questions regarding this, please contact us at XXX-XXX-XXXX
In Good Health,
*** ***

Initial Business Response /* (1000, 6, 2015/08/17) */
On 5/20/*** *** purchased a membership from Club FitnessHer membership plan was for a minimum of monthly paymentsPlease see copy of membership agreement
This membership plan requires a $Early Cancellation fee if the
member wishes to terminate early
All cancellations require a written 30-day notice of cancellation
***'s cancellation request was postmarked on 7/20/15; marking the first day of her 30-day noticeWe received the cancel request on 7/22/15; it was forwarded to our cancel processing departmentThe cancellation was processed on 7/24/and then it was forwarded to another department for the confirmation email to be sentThe confirmation email WAS sent on 7/27/at 6:46am to ***@hotmail.com, which is the email address that *** provided to us in her cancel request
Our confirmation email advised *** *** of her last billing date and that she would be responsible for an Early Termination Fee of $
On 8/6/*** filed her complaint with the Revdex.com, then she contacted us (Club Fitness Corporate Office) by email(see enclosed copy of email correspondence) stating that she had already cancelled, never received a confirmations, told us that she has already filed a Revdex.com complaint, threatened to file complaints with the IL and MO Attorney Generals
On 8/7/we responded and explained the terms of her cancellationWe confirmed that it had been processed and the billing she was questioning was in fact her cancellation fee
*** has since filed a dispute with her credit card company which has resulted in a balance on her accountAn additional fee of $for the returned payment and a $late fee has now been added as well
*ALL returned payments are subject to a $returned item fee
All charges on ***'s account are per the terms of membership agreement
No credit is due
If you have any questions regarding this, please contact me at XXX-XXX-XXXX

Initial Business Response /* (1000, 7, 2015/05/07) */
Please be advised that after reviewing this file, we believe it is possible that a misunderstanding may have occurred between the sales person and Ms***
We are willing to make an exception for Ms*** and allow her switch membership
types to the limited access, $per month membership type
Ms*** must go to the club that she wishes to utilize and speak to the club manager and fill out new paperwork in order to have the $per month rateWe will not charge the buy out fee on her current membership
We sincerely apologize for any misunderstanding
If you have any questions regarding this, please contact me at XXX-XXX-XXXX
In Good Health,
*** ***
Initial Consumer Rebuttal /* (3000, 10, 2015/05/13) */
I just want to cancel my membership immediately
Final Business Response /* (1000, 13, 2015/05/20) */
On May 4th, we received the first notice from the Revdex.com (DATED APRIL 30, 2015), regarding Ms*** complaint in which she specifically states "i want the $monthly special that was advertised"
*We never received a 30-day notice from Ms*** saying to cancel her membership at the end of May
The latest notice from the Revdex.com (DATED May 13, 2015) is the only written notice that we have received saying anything about MsO'Dess wanting to cancel her membership and NOT downgrading to the single club
We have now processed her cancellation according to her original membership agreement
Ms*** will be billed on June 2, in the amount of $for her Early Cancellation Fee as outlined in the membership agreement that she signed and initialed in all pertinent areas
See copy of agreement
If you have any questions regarding this matter, please contact me at XXX-XXX-XXXX
In Good Health,
*** ***

I responded to this complaint by mail on May 3, 2017, as follows: On April 28, 2017, our CFO spoke to (this member), it was his understanding that this matter was satisfactorily resolved (This member) was allowed out of his membership with no penalty and his balance owed was waived.THIS
COMPLAINT IS INVALID.Thank you,*** ***Club Fitness, Corporate Office**Please note, that April is the same day that (this member) filed this complaint This is why we consider this complaint to be INVALID or RESOLVED**

We have dropped Mr*** from collections and waived his balance.We will send Mr*** a letter of apology for the experience he had with *** *** and advise him of our decision.If you have any questions regarding this matter, please contact us at ***

Revdex.com:
I will accept the response made by the business in reference to complaint ID ***, simply because I want to have nothing further to do with this companyTheir behavior and policies are unethical, and their customer service is abysmalThere is no reason that I should have had to be in contact with the business nearly half a dozen times to get my membership cancelled, only to be forced to go through the Revdex.com in order to get a resolutionI don't know why I haven't received their confirmation emailsI have checked my spam folder and have nothing, but my initial cancellation request submitted online was submitted nearly a year agoMost email services automatically delete spam after a certain amount of time, so I effectively have no recourse in dealing with their oversight and unprofessional behaviorThey are very quick to point out how easy their cancellation process isI guess that's why they have nearly Revdex.com complaints filed against them, most of those complaints dealing with cancellation issuesI sincerely hope that the company will honestly evaluate their practices and adopt policies that actually value their customers and promote an active and healthy lifestyle and not policies that capitalize on well-intentioned consumers who are misled by company representatives
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2015/07/08) */
Club Fitness charges an Annual Fee on ALL membershipsThis is stated in all membership agreementsMr*** actually initialed this is his agreement, AUTHORIZING this deduction every year that he has an active membership
We received a
cancel request from Mr*** on June 8, and it has been processed
We have switched both Mrand Mrs*** to Statement Billing per the cancellation requestAll of our memberships require a 30-day notice of cancellation
As a courtesy, we have used his Annual Fee ($paid on June 7) as his final billing rather that charging him the regular monthly fee of $(plus the $statement fee) on July 1,
Mrs***'s membership will remain active until we receive the required written 30-day notice of cancellation
No refund is due
If you have any questions regarding this, please contact us at XXX-XXX-XXXX

*** signed up for a membership with Gold's Gym and went past due on her monthly billAll of the clients bills were handled electronically throughout the duration of the agreementAt no time did the company issue paper bills to clients who were either current or past
due on their membershipAgreements are billed via Electronic Funds Transfer. The company attempted to contact her through the automated system times with no responseIn addition staff members attempted to notify *** of her past due amountUpon reaching her, she was notified of the past due amount on her account, but she did not wish to make a payment. Since that notification the client did not pay the past due amount or any of the future bills she incurred while having a membership with Gold's GymHe account was turned over to *** Collections to continue making an attempt to collect her past due bills*** is eligible to contact the gym or *** Financial to clear up her balance

Complaint: ***
I am rejecting this response because: you club fitness are lyingYou have once again stole money from meI never gave authorization to cancel my membershipThere are countless reports and complaints against your company of stealing money among other thingsI want the dollars you stole from my account as I NEVER GAVE consent to cancel my membershipThe annual fee is a lie as when I called about upcoming charges, your employee said no I had no charges coming prior to when you stole the dollars the first time.
Sincerely,
*** ***

*** and *** *** purchased Month Minimum Memberships on 8/16/2017. Please see the enclosed copies of their Club Fitness Membership Agreements.Both Agreements are initialed and signed in all pertinent areas, indicating that they had read and understood the terms of the
Agreement. Both members provided an email address at the time of joining; upon completion of the Agreement, a copy of the Agreement was immediately sent to both of them by email. * See item #of the enclosed email thread.The monthly fees billed on 9/19/were applied to the $Early Termination Fees. This is why only $was billed on their accounts on 9/20/17. (+ 37.34=59.00)No refund is due.If you have any questions regarding this matter, please contact us at ***

Initial Business Response /* (1000, 6, 2015/07/23) */
On 6/1/*** *** purchased an OPEN END membership from Club FitnessAn Open End membership means that the member is not locked into a contract of a specific number of monthly payments
All of our memberships require a written 30-day
notice of cancellationThis is stated in our membership agreements and Mr*** agreed to this when he joined
Please see copy of membership agreement
The Club Fitness website DOES contain information on how to cancel a membershipPlease see the enclosed screenshots directly from our website
Our cancellation procedures are also given on a recording if a member calls our Customer Service Department and hits the prompt for cancellationsIf Mr*** had called and spoken to a Customer Service Representative we could have given him cancellation instructions
Our Membership Agreements specifically state that "Non-payment or cancellation of reoccurring payments does not terminate your membership and will result in additional fee(s)"
Mr*** never cancelled his membership, his past due balance went unpaid, Club Fitness terminated his membership and his account was sent to an outside collection company in April
Mr*** must make payment to Consumer Collection ManagementTheir phone number is XXX-XXX-XXXXIf you have any questions regarding this, please contact me at XXX-XXX-XXXX

Initial Business Response /* (1000, 6, 2015/06/29) */
*** *** purchased the above membership 4/10/He agreed to give a 30-day WRITTEN notice of cancellationSee copy of membership agreement
Mr*** had had THREE previous memberships with Club FitnessALL OF WHICH HE HAS
GIVEN A 30-DAY WRITTEN NOTICE OF CANCELLATIONSee enclosed for proof of prior membershipsMr*** was aware of our cancellation policy requiring a written cancellation requestthis policy has never changed
Mr*** called our Customer Service Department on 2/24/Please see enclosed file notes documenting the phone callhis claims in this Revdex.com complaint are TOTALLY different than what was being stated in the phone call (which also kept changing)
Mr*** submitted his cancellation letter via the mail, postmarked on 2/24/
His last billing date was 3/10/
We sent a confirmation letter advising him of his last billing date and his past due balance owed
Mr***'s past due balance was never paid so his account was sent to an outside collection agency
No refund is due
If you have any questions regarding this, please contact me and XXX-XXX-XXXX
In Good Health,
*** ***

Complaint: ***
I am rejecting this response because:I was a walk up customer that passed the gym daily, I did not see this ad you are speaking ofAll I saw was the poster board all over the front windows that say $enrollment, there is nothing on the windows saying anything about a processing feeSo I guess I was expected to go out and get a sales ad to read the fine printThe gentlemen that waited on me should have been verbally instructed by management to tell people thisAnd as far as the signature pad I did not see anything on it when I was signing it, I don't think there was anything there but I can not say that 100%But I do know that the person that waited on me didn't say hey look at the pad and it will show you what you are signing, because he never brought up any extra fee's
Sincerely,
*** *** ***