Club Fitness

Initial Business Response /* (1000, 7, 2015/07/16) */
There are memberships associated with *** ***
*** ***
*** ***
*** ***
*** ***
*** ***
Mr*** contacted our Customer Service Department on 7/7/stating that he had mailed in
a cancel letter, we explained to Mr*** that we have never received a cancellation letter for ANY of the memberships
All accounts were sent to an outside collection company due to non-payment
We offered Mr*** a settlement offer however he refused the settlement offer stating to us that he will file a complaint instead
Please keep in mind that Mr*** admitted on the phone that he never called us to see if we received his cancel request after he mailed in his letter
The billing on ALL memberships began declining in August and September and continued to decline thru January and February We mailed statements out for each declined payment for EACH membershipThat's statements EACH MONTH for MONTHSa TOTAL of statements were mailed to their home address
We received no payments, no phone calls, no cancel request so all accounts were sent to collections in January/February
We are unable to 'honor a cancellation request' that we never receivedNo charges shall be reversedPayment must be made to the outside collection company
If you have any questions regarding this, please contact us at XXX-XXX-XXXX

Initial Business Response /* (1000, 6, 2016/01/26) */
On 3/31/*** *** purchased two memberships one for herself and one for her daughter *** On 4/9/*** purchased a THIRD membership for her other daughter *** Please see copies of all THREE membership agreements
All of
our memberships require a written 30-day notice of cancellation to be received at the corporate office addressThe only cancel request that we received from *** *** was received on August 18, All cancellations were processed on August 20, according to the terms of the membership agreements
we mailed confirmation letters advising that *** and *** final billing date would be 8/30/and that *** final billing date would be 9/9/2015, *** also had a past due balance at the time so her balance due as of 9/0/would be $
*** account has not been paid, her account has already been sent to an outside collection company*** is a minor and *** is the person who signed up for the membership so this was sent in ***'s name/)
*** and ***'s memberships still have an outstanding balance owed, their accounts will be sent to collections within the next few days
*** agreed to the day notice on all three memberships when she purchased them, we did not bill her for anything beyond that day notice
If you have any questions regarding this, please contact me at XXX-XXX-XXXX
In Good Health,
*** *** - Manager
Club Fitness Billing/Customer service Department

Wednesday, November 30, 2016 Revdex.com 7007 Jefferson St NE Ste A Albuquerque, NM 87109 Dear Representative of Revdex.com: Club Fitness received notice of a complaint made against our business on 11/23/2016. The complaint ID that we were issued is [redacted]. This is our...

formal response to the complaint made. A former member of [redacted] has made a complaint against Club Fitness. However, the member is making a complaint about not properly notifying him about Prime Time closing its doors. Prime Time is the responsible for that lack of notification. Club Fitness is a separate business and entity. When the member came into Club Fitness's facility he was given a tour of the facility. After viewing our facility, the member decided he then wanted to discontinue his membership. We let him know that it is both Club Fitness and Prime Time's policy to require a 30-day notice for termination. The member then agreed to make one more payment to cover his 30-day notice. With his 30 Day Notice he was still going to be allowed to use the Club Fitness Facility, which is 11,000 sq.ft. (Attached is a copy of his cancellation agreement with his signature.) Many of the members that have transferred over have been very grateful that Club Fitness has opened their doors to them to workout in the mean time until they have decided where they plan on joining. Club Fitness would like to apologize on the behalf of [redacted]. to the member about the inconvenience this may have caused. In conclusion we feel the complaint should have been made on [redacted]. for the short notification of the business closing. If you have any questions, please call me at ###-###-#### or email me at [redacted] Sincerely, Club Fitness

Initial Business Response /* (1000, 6, 2015/12/21) */
Both of these memberships have already been terminated effective 12/14/15. (PRIOR TO HER FILING THIS COMPLAINT) We are unable to process the refunds as [redacted] informed us that she has disputed the charges with her credit card company. ...

We have already received one chargeback in the amount of $215.14 for [redacted], we are not fighting the chargebacks, both charges will be returned to the her by her credit card company.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Club Fitness has agreed to credit my credit card but only after I contacted 3rd parties, I am still very disappointed in their unprofessional business practices. When all the charges are returned to me I will agree to close this dispute.

Initial Business Response /* (1000, 6, 2015/10/06) */
[redacted] purchased a membership from Club Fitness on 3/16/2014. She paid for her first month up front and agreed to pay for an additional 11 monthly payments. [redacted] also signed up for the `AUTOMATIC RENEWAL PROGRAM" which renews the...

membership monthly after the initial minimum payments have been fulfilled. The AUTOMATIC RENEWAL PROGRAM requires a written 30-day notice of cancellation to
be mailed to our corporate office address. [redacted] initialed this paragraph indicating that she understood these terms and agreed to them.
See copy of agreement.
In May 2015 [redacted]'s payments began to decline. We began to mail out monthly billing statements advising [redacted] of her balance due and that she needed to provide new billing information. Statements were mailed in May, June, July and August.
On 9/11/15 we returned a phone call that was left on our Customer Service voice mail. There was no answer so a message was left with our cancellation procedures, explaining that she must mail in a 30-day written
notice of cancellation.
On 9/14/15 we returned another phone call and left another message.
On 9/22/15 [redacted] called in and spoke to [redacted]. See copy of File Notes documenting phone call.
On 9/22/15 [redacted] called again and spoke to [redacted]. See copy of File Notes documenting phone call.
Had [redacted] mailed in her cancel letter on or around 9/11/15 when we left the first message with our cancel procedures, September would have been her last billing date however she has chosen to disregard our policies and procedures. We have yet to receive a cancel request from her.
As a courtesy, we have used her Revdex.com complaint (dated 9/25/15) as her required written 30-day notice of cancellation and we have processed her membership termination.
[redacted]'s last billing date will be 10/16/15; this is within the 30-day notice period. As of 10/16/15 [redacted]'s amount owed will be $223.23.
[redacted] states that she "thought her membership was cancelled and now she has a huge past due bill"... we have been mailing her bills every month since May. We have not received any returned mail, the address we have on file is the same as the address on her complaint. She waited until September to contact us. This is not the fault of Club Fitness.
If you have any questions regarding this, please contact me at XXX-XXX-XXXX.

Complaint: [redacted]
I am rejecting this response because: They do not advertise that you must have a checking account .They advertise 10 dollars a month and that is all.  I can not get a checking account nor can I get a line of credit, I have always used Cash as a form of payment. I feel that I am being discriminated against because of this fact.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/03/09) */

Initial Business Response /* (1000, 10, 2015/12/28) */
[redacted] was an employee of Dynamic Fitness Management (DFM). They are the company that subcontracts training for Club Fitness. [redacted] has never been an employee of Club Fitness.
On 4/13/15 [redacted] purchased a membership from Club...

Fitness. HE AGREED to MAIL a written 30-day notice of cancellation to our corporate office address. Please see copy of his agreement showing his initials agreeing to this requirement.
[redacted] filled out the cancel form and mailed it, it was postmarked on 9/24/15 (NOT August, as he states in his complaint).
[redacted] REQUESTED that we wend an emailed confirmation letter, NOT a mailed confirmation letter.
See copy of cancel form.
**We emailed a confirmation letter, however upon researching this complaint, we see that when we sent the email there was a typo in the email address that we sent it to, [redacted] listed his email address as bb.pter22 @gmail.com and we sent the email to [redacted]@gmail.com. This was our error and we apologize for this.
[redacted] has a past due balance on his account from his last billing date on 9/27/15 in the amount of $23.66.
[redacted]'s Desired Resolution:
*I'd like for this company to improve their policies, etc. - [redacted] AGREED to our policies when he purchased his membership.
*The Revdex.com should shut Club Fitness down - REALLY?? That's just ABSURD.
*Cancel my account- [redacted]'s membership cancellation was processed when we received his cancellation request. He has an outstanding balance owed; which is why he keeps receiving statements in the mail.
If you should have any questions regarding this, please contact me at XXX-XXX-XXXX.
In Good Health,
[redacted]
Customer Service Department
Club Fitness

Initial Business Response /* (1000, 7, 2015/07/23) */
We received the required written 30-day notice of cancellation, postmarked on 1/30/15. We processed her cancellation and sent her a confirmation letter.
On 2/13/15 [redacted] called out Customer Service Department and spoke with management (at...

length) regarding the terms of her membership and the balance owed, etc... She requested that the cancellation of her membership be reversed. We informed [redacted] that in order to reverse her cancellation we would need to have her request that in writing.
[redacted] sent a written request to REVERSE HER CANCELLATION, we received it on March 6, 2015.
SEE COPY
We sent her a confirmation of her reversal and informed her of her amount owed.
SEE COPY
On June 24, 2015, [redacted]'s membership was cancelled due to non-payment and it was sent to an outside collection company.
Please see copy of file notes. We believe that [redacted] was made fully aware of the terms of her membership prior to her requesting to have her cancellation reversed. She did not have to request the reversal of her membership.
The membership is now terminated (since June 24, 2015). Payment must be made to Consumer Collection Management. Their phone number is XXX-XXX-XXXX.
If you have any questions regarding this, please contact me at XXX-XXX-XXXX.

Initial Business Response /* (1000, 6, 2015/08/06) */
All of our memberships require a written 30-day notice of cancellation to be mailed to our corporate office. This is what [redacted] and [redacted] both agreed to when they purchased memberships on 10/27/2013.
Freezes are a courtesy that we...

provide to our members to help in times of financial distress, medical reasons, students away at school, etc... we DO NOT offer freezes so that a member can get out of paying their last month membership fee.
The [redacted] have frozen their memberships before, their last freeze request we received was on 7/13/15.
Please see the copy of the actual form that the member must fill out online in order to request a freeze; on the 2nd page it clearly states that 'A freeze becomes void should a notice of cancellation be submitted...'
Mr. [redacted] filled this form out twice on 7/13/15 as he submitted 2 freeze requests that day, one at 4:51pm and one at 10:12pm, so he had 2 opportunities to read this part of the form prior to submitting his freeze request. Please see copies of freeze requests.
We processed the freeze on both of their memberships and we sent confirmation emails to both members explaining the terms of the freeze.
On 7/22/15 we received a cancel request for both [redacted] and [redacted] memberships. Their cancel letter was postmarked on 7/20/15, making their last billing date 7/27/15. This is within their 30-day cancel period.
Again, all of our memberships require a 30-day notice, this is stated in the membership agreement; this is also stated on the actual cancel form that the members filled in, printed out and mailed in to us.
See the copy of the cancellation form.
On 7/29/15 we sent an email confirmation letter to both members explaining that their last billing date was 7/27/15.
Both cancellations were processed according to the membership agreements that they signed.
No refund is due.

Initial Business Response /* (1000, 6, 2015/12/21) */
Mr. [redacted] purchased his (most recent) Club Fitness membership on 8/22/14. He agreed to give a written 30-day notice of cancellation, to be mailed to our corporate office address.
See copy of membership agreement.
The second page of...

the membership agreement, at the bottom, in bold print, has the phone number of our Customer Service Department.
When you go on to our web site and click on 'LOCATIONS', EACH of our 24 locations has a phone number listed. When you click on 'MEMBERS CORNER", the top two options are 'Edit Account Info' and 'Pay Balance', These two options bring you to a sign in screen (which you must register in order to be able to sign in), on this sign in screen our Customer Service phone number is listed in the upper right hand corner.
[redacted] NEVER REGISTERED for his online account, therefore he NEVER had access to his account thru this screen. (see paragraph 3 of his complaint, he claims he 'NO LONGER has an online account, he NEVER DID).
Mr. [redacted] claims that he mailed two cancel requests in the last 6 months...??
We received a 3 month FREEZE request from [redacted] on 9/27/15. This was less than 3 months ago.
We sent him a Freeze Confirmation Email stating the terms of his freeze and that if his annual fee was scheduled to bill during a month he is on freeze, that it will still bill as scheduled.
**This Freeze Confirmation also contained our PHONE NUMBER.
See Copy.
Mr. [redacted]'s Annual Fee was scheduled to bill on 11/5/2015. This payment declined; a statement/notice of declined payment was mailed out.
On 11/10/15 we received another FREEZE request from Mr. [redacted]. We responded the same day stating that his membership was already on freeze until January 22, 2016. WE ADVISED HIM THAT HE HAD A BALANCE OWED OF $18.95.
**Our email contained our PHONE NUMBER.
See Copy.
On 11/16/15 we received the required 30-day cancel request, mailed to our Corporate Office Address. Mr. [redacted]'s request was postmarked on 11/14/15. As a courtesy, we used his Annual Fee that had just billed as his last billing. We processed his cancellation.
On 11/23/15 a Cancel Confirmation Email was sent to Mr. [redacted]. See Copy.
This email states that his last billing was in November and that he had an unpaid balance of 21.90.
**This email contained our PHONE NUMBER.
See Copy.
(When a member has an unpaid balance, our system will continuously attempt rebilling and/or continue to send out statements regarding the balance owed.)
On 12/7/15 ANOTHER decline notice was sent to Mr. [redacted], advising that we have been unable to collect payment owed...
This notice does NOT state that $10.00 late charges are being accrued. See Copy, it says "*Please note your balance may include an additional $10 statement fee per month. This will be removed once the new billing information is updated."
On 12/8/15 we responded to Mr. [redacted], explaining his cancellation WAS received and WAS processed however he had an outstanding balance of $21.90 on his account. His account cannot be closed until his balance is paid in full.
**This email contained our PHONE NUMBER.
We would appreciate if this case could be closed as invalid due to the fact that Mr. [redacted]'s Desired Resolution is to receive an email confirmation that his membership is indeed cancelled...
We sent him TWO emails letting him know that his membership was INDEED CANCELLED!! The past due balance of $18.95 was owed prior to the cancel request, there was a $2.95 late fee added after 10 days of non-payment. At this point we are not willing to waive anything.
*Mr. [redacted] had plenty of access to our Customer Service phone number.
We would also like to point out that Mr. [redacted] had a previous membership with Club Fitness which was cancelled in April of 2014, just a few months prior to rejoining in August 2014, he was aware of our cancel procedures.
If you have any questions regarding this, please contact us at XXX-XXX-XXXX.
In Good Health,
[redacted]
Club Fitness Billing/Customer Service Department

See attached.

On 8/22/16 the Club manager spoke to the husband at the facility.  This case has been resolved: Talked to Mr XXXX about his wife's baby sitting complaint. I explained that the sitters father passed away and was not able to work that morning. The second baby sitter pulled a muscle in her back...

and also was unable to work. I informed him that we hired more staff and should not have this issue going forward. I also informed him that the toys and other furniture in the baby sitting room are on a regular cleaning schedule and that I inspected the room immediately after the complaint. The issue seemed to be more a financial issue, when I mentioned the option to freeze their accounts he was very pleased and was no longer upset about baby sitting issues. He was asking for a two month credit on both their accounts and to have their cancelation fees waived. I explained that I would not be able to do that for them but it was no charge to freeze their accounts, he was satisfied with freezing.I verified with the club manager that he DID give Mr XXXX instructions on how to request the freezes for their memberships. He actually showed him the website and how to do it.  [redacted]Months of freeze DO NOT count toward their 12 month minimum term so when they come off the freeze, they will still have to complete their 12 months or pay the early termination fees.

I will respond to this complaint by mail.  Thank you. [redacted]

Initial Business Response /* (1000, 6, 2015/08/27) */
[redacted] McGee signed for both membership agreements, of which require a written 30 day notice of cancellation to be mailed to our corporate office.
We received heir cancellation by mail on 4-16-15 it was postmarked on 4-14-15, marking the...

first day of their 30 day cancel period.
We processed both of their membership terminations.
On 4-22-15, we sent an email confirmation to the email address that they provided. We advised them of their last billing dates (which fell within their 30 day cancel period)
Both of their ending balance payments had declined so statements have been mailed out monthly advising them of their amounts owed.
No payments have been made; eventually a Final Notice was mailed.
On 8-17-15, our Customer Service Department returned a phone call to [redacted] to explain the balance owed; our call was received with harsh remarks.
See copy of member notes.
Club Fitness has the right to collect amounts owed. These accounts will be sent to an outside collections company on 9-1-15. To avoid this action, payment must be received prior to that date.
The amount owed at this time is [redacted]: $24.67, [redacted]: $35.48
Total Amount Owed: $60.15
In summary we did not ignore their cancellation request
We did progress their cancellation request
We did acknowledge their cancellation request
We returned their phone call and we tried to discuss the matter, our representative was met with hostility and was screamed at and hung up on.
We have the right to attempt to collect what is rightfully owed to us.
We believe this complaint to be truly invalid; we respectfully request that it be closed as such.
If you have any questions regarding this, please contact our Customer Service Department at XXX XXX XXXX.
In Good Health,
[redacted]
Club Fitness Corporate Office

Please see enclosed copies of both Mr. and Mrs. [redacted]'s Membership Agreements. When they purchased their memberships they agreed to give a written 30-day notice of cancellation. The paragraph AUTOMATIC PAYMENT PLAN, (which was authorized on both agreements), explains that billing will continue for...

30 days; it is also stated that 'Non-payment or cancellation of reoccurring payments does not terminate your membership...' We received their 30-day notice of cancel submitted on 9/12/2016. See enclosed copy. This made their last billing date 10/1/2016. Both of their final payments on 10/1/2016 have declined, resulting in a balance owed on each account. If you have any questions regarding this, please contact me at [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]

Initial Business Response /* (1000, 6, 2015/12/21) */
All memberships require a written 30-day notice of cancellation to be mailed to our Corporate Office address. We have used this mailed Revdex.com complaint as her required written 30- day notice of cancellation and her membership has been terminated...

effective today December 17, 2015.
[redacted] has requested 4 separate freezes for her membership since January 2015:
1/9/2015 requested 3 months
4/8/2015 requested 3 months
7/15/2015 requested 3 months
10/22/15 requested 3 months
Every freeze request was responded to with a freeze confirmation email explaining the terms of the freeze AND, advising that "if the annual fee is due in the month you are frozen, your annual fee will still bill per the terms of the agreement".
**Ms. [redacted] had an ALL CLUB membership. She originally joined a the Webster Groves facility, which relocate (less than 3 miles away)... however the facility that ALL but one of her check-ins is at our Hampton Village facility.
So the fact that our Webster Groves location no longer exists is not relevant to this complaint.
**We would also like to point out that even though this membership was on freeze for all of these months, this membership was utilized for NINE months that [redacted] did NOT pay for.
See copy of check in history.
There will be no refund of the Annual Membership Fee.
If you have any questions regarding this, please contact us at XXX-XXX-XXXX.
In Good Health,
[redacted]
Club Fitness Billing/ Customer Service Department

March 28, 2016RE: Revdex.com Case# [redacted]Mr. [redacted] purchased the membership on 7/7/2015. Please see the enclosed copy of the Membership Agreement.  Mr. [redacted] purchased a Full Access Membership ($19.95 + tax per month), not a single club membership ($10.00 + tax per...

month).Mr. [redacted] initialed and signed the agreement in all pertinent areas, indicating to us that he read and understood the terms of the membership.  On 2/25/16 Mr. [redacted] contacted our Customer Service Department asking why we billed him after he had sent a cancel in.  We informed him that all memberships require a 30-day notice and that he would be billed for the buy-out fee.  We did NOT tell him that he would be billed his regular fee for March.  *The amount that went thru in March was his fee that declined in February that went thru on a rebilling.  **We have enclosed samples of Sales Presentation Sheets that are at every sales desk.  These sheets are in full color and laminated.  These show the customers in writing, all about the membership choices and details.  Please note that each page says "amenities vary at each location". Mr. [redacted]'s $59.00 Early Cancellation Fee has declined; this amount owed on his account.  If you have any questions regarding this, please contact us at [redacted].In Good Health, [redacted]Club Fitness

Mr. [redacted] purchased a membership on 2/13/16. See copy of membership agreement.  Mr. [redacted] states in his complaint that "it is not about the money but the point that they advertise no enrollment fee but charge you a processing fee"....*Please see enclosed copy of our February ad.... the coupon...

that states Free Enrollment also states that All memberships has one time processing fee and annual fee.  Mr. [redacted] initialed and signed ALL pertinent areas of the agreement, indicating to us that he read and understood the terms of his agreement.  *Our electronic signature pads display what the member is initialing/signing. Mr. [redacted] signed up on a Saturday, his membership was not approved until Monday the 15th, at which time a copy of his agreement was emailed to him.  All members have 3 BUSINESS DAYS from the date of signing, to review the agreement and cancel agreement with a full refund if desired.  Mr. [redacted] is no longer eligible for a refund; however we have used this Revdex.com complaint as his required written notice of cancellation and we have terminated his membership.  **PLEASE NOT that as a courtesy, we have WAIVED Mr. [redacted]'s $59 early cancellation fee.  If you have any questions regarding this, please contact us at [redacted].In good health, [redacted]Club Fitness