Club Fitness

We have reviewed all pages of Mr***'s medical records There is nothing in all of these pages that states that Mr*** was "unable to utilize the facility" On 8/29/16, Mr*** was advised that Doctor/ER visit records would NOT be acceptable, we MUST receive a "Doctor's NOTE which states the dates that the member was unable to utilize the facility" This is what we will need in order to review his account for a possible waive of his balance owed

Please see copy of Membership Agreement. *** *** signed and initialed the agreement in all pertinent areas, including that he had read and understood the terms of the agreement. All memberships require a written 30-day notice of cancellation. Members are responsible for any
billing date that falls within the final 30-day billing period.Mr*** submitted his 30-day notice (online) at the facility on December 3, 2016; making his last billing date 12/26/16. The membership will terminate on 1/26/2017.Please note that we do not, (never have) accept cancellations over the phone. We also do not prorate cancellations, we bill per the billing date.We are unable to make an exception for Mr***, as that would be unfair to our other members

Complaint: ***
I am rejecting this response because:I filed my complaint after being unable to get in contact with them that morning, but later that afternoon, after filing the complaint, they called me back to tell me the cancellation can only be done via a written letterI
found this dissatisfactory as I feel that is is a self-serving policy that is intentionally and unnecessarily difficult to meet for the consumerFurthermore, the business' response states that freezes on the account do not count toward minimum payment months and that we had consented to this policyThough we signed the contract, we were not informed this was their policyThe employee who worked with us to create our account told as that we could use the gym for months, freeze the account for months to satisfy our month requirement and then cancel the accountWe were only living in StLouis for another months, so we were not interested in a full year membershipThe entire premise of freezing for months to cancel once it had been a year was to avoid paying the early cancellation feeWe only signed because we were told that we could freeze and then cancel the account at no additional charge by the Club Fitness employeeWe did not understand that we had to serve a minimum number of paid months for the membership or we would have ended the membership before moving from StLouis and be done with it thenIt makes no sense to be charged for facilities we can not use. So in conclusion, we are dissatisfied that we will be charged an early cancellation feeWe feel that paying this fee in addition to the $we've been charged to not use their facilities is unfair (the amount we've been charged since our account became unfrozen).
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/10/15) */
Please see copy of *** ***'s membership agreement
We billed the billing information provided and authorized EFT at the time of sign up*This is the information *** herself provided
Payments began declining in June 2015; we
immediately began mailing out paper statement at that time
Our billing system continues to attempt re-billing of any past due balance awedOn October 2, ***'s balance owed in the amount of re-billed and went thru, prompting her to contact our customer service department
We explained to her different billing information on her file changed to that of her boyfriend, her boyfriend may contact at the billing office and change the card on file or he may request to do this at the front desk of any of our locations
*Club Fitness does not have 'Joint Memberships,' Every member has their own membership with their own membership agreement
If you have any questions regarding this please contact us at XXX-XXX-XXXX
In Good Health,
*** ***
Club Fitness Billing/Customer Service Department

Initial Business Response /* (1000, 8, 2015/09/25) */
Customer's Desired Resolution: I would like for this club to cancel the membership and stop billing me immediately
Please be advised that we have used this Revdex.com complaint, dated on September 10, as the members required written cancel
request and we have processed his membership termination
Mr***'s last billing date was September 1, He may continue to use the facility until October 30,
Please note, Mr*** mentioned on the phone that he has disputed several payments with his credit card companyWe have not received notice of any disputed payments yetShould any payments be returned to Mr***, he will still be responsible for those payments as well as an additional $'Returned Item Fee' for EACH returned payment

Initial Business Response /* (1000, 6, 2015/08/03) */
Please see copy of file notes documenting all phone calls that we have had with *** ***At no time is there mention of *** not feeling Safe and Secure in our facilityThis Revdex.com complaint is the first that we have heard of this
issue
In September *** placed her membership on a temporary freeze for months
See copy of Freeze Request and Confirmation
In December 2014, *** called asking about being billed while she was on a temporary freezeWe explained that she was billed her Annual Fee, not her monthly fee (her freeze confirmation explained that her annual fee would still be billed)...she stated that she wanted to cancel and she was given cancellation instructions
We did NOT receive a cancel requestIn January 2015, *** placed her membership on another temporary freeze for monthsSee copy of Freeze Request and Confirmation
On 7/22/*** called in to our Customer Service Department claiming that she had cancelled by email in December but that she did not have a copy of her email
*Clearly this is not so because we received a freeze request in January
Our billing manager told *** that if she mailed in her cancel request by 8/1/2015, we would waive her 30-day notice and make July her last billing; She would only owe her past due balance of $
We have received ***'s cancel request submitted on July 24,
***'s cancellation has been processed as she has requested
*** will not have any future billings as she has requested
***'s past due balance owed in $
If you have any questions regarding this, please contact me at XXX-XXX-XXXX

Mr***'s membership has been terminated.Mr*** was NOT charged a cancellation fee on May 18th as he has stated in his complaint and no portion has been refunded; the $early cancellation fee was waived in its entirety, as a courtesy, per the approval from the Club Fitness Board of
Reviews.We are unable to backdate a cancellation without proof of a prior cancel request submission.No refund is due.If you have any questions regarding this, please contact our Customer Service Department at ***

Initial Business Response /* (1000, 6, 2015/09/17) */
It is the member's responsibility to keep their personal information and their billing information currentMr*** states in his complaint that when he got his new debit card it "slipped his mind to update Club Fitness of the
change"
Mr*** says all we had to do was contact him using any of the means provided when he signed up in
When a member's billing information becomes invalid and their monthly fees begin to be decline, Club Fitness will begin to mail monthly statements and send emails to the mailing address and email address on file
o On 10/31/we began receiving returned mailThe mail was marked "UNDELIVERABLE AS ADDRESSED'The address that was provided to us when he joined was: *** *** *** StCharles, Mo XXXXX
o We do NOT have an email address on file for Mr*** otherwise we would have attempted to contact him by email as well(No email was provided at sign up, see copy of agreement.)
o It is not Cub Fitness protocol to contact members by phone to advise of past due balances and/or invalid billing information
Mr***'s account was sent to collections on 3/12/2015, NOT in January This membership was terminated on the date it was sent to the collections agency
We are unable to confirm Mr***'s claim of usage of the facility while his account is in collections as his last chethat we have record of was on 2/1/
We will not remove this debt from collections however we are willing to offer Mr*** a settlement amount of $being paid directly to Consumer Collection Management
We believe this complaint should be closed as INVALID due to the following reasons:
1) Club Fitness has the right to attempt to collect monies owed
2) Club Fitness DID attempt to contact the member at the address that HE PROVIDED at sign-up
3) Member admitted in the complaint that he failed to update his billing information
4) Most of this complaint is regarding the collection agency, not Club FitnessThe collection agency is a totally separate company
If you have any questions regarding this, please contact our Customer Service Department at XXX-XXX-XXXX
In Good Health,
*** *** Club Fitness Corporate Office

Business Response Attached

Complaint: ***
I am rejecting this response because:
Hi,Pertaining to the complaint above, on May 18, I received a delinquency letter from Club Fitness' Customer Service department for $163.53. As I stated in my complaint, I was in a day free trial with the Lemay
Ferry location. Two days later I canceled successfully the trial with the Lemay Ferry location and when I saw charges in my bank account and credit card weeks and months later they advised me to contact their Corporate office which is still not this Customer Service Center because as Lemay Ferry stated, I should of not been charged I find this as harassment and want them to leave me alone and realize I do not owe them money. The bank and credit card company already authorized my money back after hearing from now, and now their sending me delinquency letters and charging me extra for it
Sincerely,
*** ***

Initial Business Response /* (1000, 12, 2016/02/17) */
*** *** purchased his membership on 3/23/*** *** purchased her membership on 5/28/Please see copies of both membership agreements
Both agreements state that a written 30-day notice of cancellation is required
Club Fitness has never accepted cancels over the phone or at the facilitiesClub Fitness does not bill according to usage, we bill according to the terms of the membership agreement
The membership agreements also state that cancelling your automatic payments (EFT) will NOT cancel your membership
When Mrand Mrs***'s payments began declining, we began mailing statements to their address on file, we never received payment so both accounts we sent to an outside collection company on 12/31/
We no longer house these accounts so payment must now be made to Consumer Collection Management; their phone number is XXX-XXX-XXXX
*Please note that our customer service department documents all calls with members, we have no record of any contact with eith Mror Mrs***...we do not know who he spoke to
If you have any questions regarding this matter, please contact me at XXX-XXX-XXXX
In Good Health,
*** ***
Club Fitness Billing/Customer Service Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSo long as the account has also been closed
Sincerely,
*** ***

Initial Business Response /* (1000, 11, 2015/08/14) */
On 6/4/we received an email from *** ***Please see copy of his emailHe stated that on January 29, at 6:am he spoke to an employee named *** and that she terminated him membership
We responded to his email advising Mr
*** that cancellations are not able to be done at the facilitiesPer the membership agreement, all cancellations must be done in writingWe advised him that we would use his email dated 6/4/as his required written 30-day notice of cancellation and we processed his membership terminationWe sent Mr*** a confirmation letter and advised him of his past due balance owedWe have gone around and around with Mr*** corresponding by email
Please see copies of all emails*There are different email threads so you will have to look at the dates, it is a bit confusing
Mr*** states in his cancel email that he terminated on 1/29/with the front desk associate named ***...In his Revdex.com complaint he states that he requested to terminate his membership at the front counter with
the same employee that entered him into the service agreementThis is just one of many discrepancies in
Mr***'s story:
*Please see copy of Mr***'s Membership Agreement....the salesperson listed on the agreement is NOT ***, it is in fact ***, the club Manager*Neither *** nor *** annotated' the notes on Mr***'s account as he states in his complaint; Even if this HAD happened, in NO WAY would annotating the notes on one's account in our computer system fulfill our cancellation proceduresOur agreement specifically states "Renewal terms may be cancelled at any time provided a 30-day written notice is received online or by mail at the corporate office address."
*Mr***'s cancel email claims this all took place at the front desk on 1/29/at 6:15am*Mr***'s Revdex.com complaint claims this took place at the front desk on 1/29/at 6:30am*Mr*** does NOT have a cheat the facility on 1/29/15...AT ALL*Mr*** states in his complaint that he kept receiving bills and statements showing past due amounts up through June 2015...yet he waited until June to contact us and question why*In his email response dated 7/28/(Q2:08pm, he states that he was told by "staff" that effective 1/and forward, his access card would no longer be active....yet he continued to utilize the facility...See copy of checkins, his last chewas on 2/26/
The bottom line here is, Mr*** signed and initialed his membership agreement in all pertinent areas, indicating that he read and understood the terms of his membership agreementWe mailed statements advising him of his past due balance each monthWe processed his cancellation as soon as we received his required written 30-day notice of cancellation at our corporate office address
On 7/28/we advised Mr*** that his account would be sent to an outside collections agency on 8/4/if payment was not received or a payment arrangement was not made by that date
Mr***'s account was sent to Consumer Collection Management on 8/5/15; he must make payment thru them as we no longer house this account
If you have any questions regarding this, please contact Customer Service at XXX-XXX-XXXX,
In Good Health,
*** *** Club Fitness Billing/Customer Service Department

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,
*** ***

Complaint: ***
I am rejecting this response because:
The first line says Provided that the member is not in defaultI would think after the first non-payment it would be in defaultAm I missing something? Oh and there's no way to cancel online as well, they conveniently X'd
that out.
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/05/07) */
As we explained to Mr*** over the phone on April 28, 2015, we never received a cancel request for his membershipWe are unable to process a cancellation for a member that we are unaware of their intent to cancelPer the terms of the
Club Fitness Membership Agreement, all members must submit a written 30-day notice of cancellation to our corporate office
As a courtesy, we have used the Revdex.com complaint (dated April 30, 2015) as Mr***'s required written 30-day notice and we have processed his cancellation
Mr***'s last billing date will be May 15, 2015; this is within the 30-day notice period
Mr*** also has a past due balance owed for April
If you have any questions regarding this, please contact me at XXX-XXX-XXXX
In Good Health,
*** ***
Initial Consumer Rebuttal /* (3000, 13, 2015/06/16) */
I am still getting declined payment emails and mail from this accountThis was supposed to be resolved and the account closedIf the account is closed why are they still trying to bill me?
Final Business Response /* (4000, 15, 2015/06/22) */
AS WE STATED IN OUR RESPONSE ON 5/7/15, THE MEMBERSHIP HAS BEEN TERMINATEDTHE LAST BILLING DATE (WITHIN THE 30-DAY NOTICE, WAS 5/15/15), THE 5/15/PAYMENT DECLINED AS WELL AS THE 4/15/PAYMENTTHERE ARE NOW ALSO LATE FEES OF $EACH, WHICH LEAVES A PAST DUE BALANCE OWED OF $
AGAIN...THE MEMBERSHIP CANCELLATION HAS BEEN PROCESSED, HOWEVER THE 'BILLING ACCOUNT' CANNOT BE CLOSED UNTIL THE PAST DUE BALANCE HAS BEEN PAID IN FULL
IF CUSTOMER HAS ANY QUESTIONS REGARDING THIS MATTER THEY MAY CALL CUSTOMER SERVICE AT XXX-XXX-XXXX...WE WILL BE GLAD TO ANSWER ANY QUESTIONS

Complaint: ***
I am rejecting this response because: club fitness is refusing a very reasonable request of an apology and fee waive on cancellationI called days before they charged me dollars and asked if I had ANY upcoming charges and the employee said there were no
charges pendingClub fitness blatantly and knowingly lied to me and stole dollars from my bank accountI was going to let it slide as long as they apologized and waved the fee for membership cancellation.
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/08/27) */
On 3/11/memberships were purchased for *** *** and *** ***See copies of both membership agreements
On 4/17/we received a (month) Freeze Request for both membershipsWe processed both freezersOn 4/20/we sent
an email confirmation to the email address providedIn the confirmation we stated the terms of the freezeWe explained that the freeze would automatically start billing aagain on August 11, It was clearly stated "if they need more time, they need to resubmit another freeze request days prior to their billing date"
*It was also noted in the confirmation, the past due balances owed on the accountsPlease see copy of April Freeze Request and Freeze Confirmations
On 4/20/*** *** called our Customer Service Department and updated the billing information on her account and her son's account (for future billing) and she paid the past due balancesSee copy of file notes
On 8/10/(one day prior to their billing date) we received another Freeze Request for both memberships, (this time for months)We processed both freezesOn 8/11/we sent an email confirmation to the email address providedWe explained that the freezes would begin on 9/11/See copy of August Freeze Request and Freeze Confirmations
Now please see copy of Member Notes for call documentations:
On 8/11/***'s husband (***) called the club and spoke to ***, (NOT *** we do not have an employee named Gary)#
On 8/11/*** then called our Customer Service Department and spoke with one of our representatives#& #He was given cancellation procedures and both accounts were switched to statement billing because he asked us to stop billing his card on file
On 8/11/*** called (AGAIN) our Customer Service Department and spoke a different representative#& #
On 8/17/we received this Revdex.com complaintWe have honored this as the required written 30-day notice of cancellation and both membership terminations have been processedThe last billing date for each membership was 8/11/
There will be no further charges to his card
We believe that Mr***'s complaint is invalidIn the first paragraph he claims that "I have asked this company for months to stop billing my credit card, the company refuses and hangs up on me..." FALSEIn his last paragraph he states "I have been asking for cancellation from this company for over months and they do not care..." FALSE
As you can see in the Member Notes, the first time we ever spoke with Mr*** was on 8/11/15; and his wife even updated the billing information (for future billing) in April
Mr***'s complaint is filled with claims of how he was treated, as you can see from the file notes, it was quite the opposite; he was hostile toward every Club Fitness employee that spoke to

Initial Business Response /* (1000, 8, 2016/01/12) */
Mr*** purchased a Month Minimum Membership from Club Fitness on 1/11/
The very first paragraph states: Membership will automatically continue until 30-dDay Resignation Request is received."
Mr*** initialed this paragraph
indicating that he read and understood this requirement of his agreement
See copy of agreement
Cancellation instructions are again stated in the section titled AUTOMATIC PAYMENT PLAN
Mr*** signed this section authorizing us to use his billing information that the provided at the time of enrollment
Once his pre-paid amount was used up, his monthly fees began to be debited from his Visa account as he authorized
We received Mr***'s cancel request, postmarked on 11/24/which marked the first day of his 30-day cancel period
Mr***'s final billing date was December 15,
*On the cancel form, Mr*** stated that he 'cancelled in December by filling out a form at the Wentzville location." This is not possible as we do not have any type of cancellation for to fill out at any of our clubs
*Customer also claims that we did not respond to his emailswe DID in fact respond to his emailsPlease see copies of email correspondence
We are willing to waive the monthly STATEMENT FEES once the past due balance is paidCustomer must contact our Customer Service Department to arrange a settlement amount
If you have any questions regarding this, please contact us at XXX-XXX-XXXX
In Good Health,
*** ***
Club Fitness Billing/Customer Service Department

On December 19, 2016, *** went into one of our facilities, she paid her past due balance of $and submitted her 30-day notice of cancellation.We processed her cancellation and we sent her a confirmation email on 12/21/16, advising her that her last billing date was on 12/20/in the
amount of $for her Early Cancellation Fee.(She had been advised of that this would take place; please see copy of file notes documenting the phone calls with this member).*** has a balance owed on her account, in the amount of $because a $late fee has now been added to the account. No error has been made.Please note that, *** claimed during one phone call to us that she had a bank statement showing a payment of $to Club Fitness. We told her that we only show a payment of $being made on matter. She then proceeded to call me an it and a *** and told me she was cancelling because we offer stripper classes taught by strippers...She has been verbally abusive to many of our employees...*We have not yet received a copy of her bank statement as proof of her $payment