Club Fitness

Initial Business Response /* (1000, 6, 2016/02/11) */
Please see copy of file notes which document the phone calls and correspondence with [redacted]. On 5/15/15 we returned a phone call and explained that the membership would continue until we received eith a freez request or a cancel request....

Freeze instructions were given per his request.
On 5/15/15 we received a 3 month freeze request which we processed and we emailed a confirmation letter advising him of the terms of the freeze and advised him of his balance owed.
On 6/25/15 a payment of $99.26 was made on the account. That is the last payment that was made on this membership.
A statement has been mailed out every month since then, advising of his past due balance owed.
On 11/17/15 Mr. [redacted] called asking how to cancel his membership; We advised him again that a written 30-day cancel request must be received at our corporate office address.
To date, we have not received a cancel request for his membership.
As a courtesy, we have used this Revdex.com complaint as the required 30 day written notice and we have processed his cancellation.
Mr. [redacted]'s last billing date will be 2/18/16. Mr. [redacted] may continue to utilize the facility until 3/18/16. Mr. [redacted] has a past due balance on his membership that must bwe paid in order to close his account. As of 2/18/16 his amount owed will be $110.14.
If you have any questions regarding this, please contact us at XXX-XXX-XXXX.
In good health,
[redacted]

Initial Business Response /* (1000, 8, 2015/10/06) */
Mr. [redacted]'s billing began declining in October 2014. We began mailing our billing statements to each month at that time.
On March 4, 2015 the membership was terminated due to non-payment and the account was sent to collections.
The phone call...

on 9/16/2015 with our Customer Services Department went very differently that how Mr. [redacted] depicts in his complaint. Please see copy of file notes.
No one ever said that Mr. [redacted] lied, he was adamant that he had cancelled his membership 2 years ago over the phone and it was simply pointed out that he had contacted us via email regarding his membership in August 2014.
No one hung up on Mr. [redacted]; though he was warned about the language he was using...he is the one who actually ended the conversation.
We will not drop this account from collections.

After reviewing [redacted]'s Revdex.com complaint very carefully, we have determined that there is cause to believe that there may have been a misunderstanding between Ms. [redacted] and an employee of  Club Fitness,We had two promotions running in the month of September 2017.  Since it is...

possible that a misunderstanding could have occurred, we have waived the $59.00 Early Cancellation Fee.As far as the other charges mentioned, the $10.87 down payment was billed on 9/3/17 (it may not have come out of her account until 9/5, we have no control over that).  Her agreement CLEARLY states that the first Due Date was 3 days later, on 9/6/17.  *This is stated in on the first and second page.We apologize for any confusion with the two different promotions; we hope that waiving the $59.00 Early Cancellation Fee will Resolve this complaint.If you have any questions regarding this matter, please contact us at [redacted].

On 2/10/2016, Mr. [redacted] purchased an Open End Membership from Club Fitness.  Please see enclosed copy of Membership Agreement.Mr. [redacted] agreed to give a written 30-day notice of cancellation.On 12/22/16 Mr. [redacted] called our Customer Service Department and stated that he had...

cancelled 2 months ago by going into the club and signing a piece of paper.Please note, that we do NOT have any type of paper cancellation forms at any of our facilities.If a member goes into a club to cancel, they must speak to a manager or assistant manager, who asks a series of questions and the manager/asst. manager fills out a cancel request on computer.  A copy of the cancel request is then emailed to the member and the cancellation request is forwarded electronically to the billing department for processing. Once the cancellation is processed, the member is sent a confirmation email advising of their last billing date, etc.We informed Mr. [redacted] that we would need his confirmation number for the cancel request that he submitted at the club; if none can be provided, he must submit a cancel request.The only cancel request (30-day notice) that we have received, was submitted on 12/22/16.  This made his last billing date 1/13/16.  On 12/27/16 we sent an emailed confirmation letter.  No refund is due.  *This is still one more monthly billing owed to Club Fitness.If you have any questions regarding this matter, please contact us at [redacted].

Hi again,Received another letter today from Club Fitness and I have attached it.  I thought they had left us alone as since my last email on May 19th we had received from our credit card company that they have put a permanent credit on our account from our dispute with all the documentation we provided to prove that we should not have ever been charged.  I have attached that too.  I really hope this can be worked out and they leave us alone for good.Thank you,[redacted]

Initial Business Response /* (1000, 6, 2015/11/25) */
Please see enclosed copy of the file notes which document the phone calls with Mr. [redacted].
Mr. [redacted] spoke to [redacted] at the club and explained his story to her. She attempted to help him by offering to change his membership from...

Full Club to the cheaper Single Club membership. He said NO. [redacted] did NOT REFUSE to give him a refund; she informed him that she was NOT CAPABLE of giving him a refund, that he would need to contact the Customer Service Department.
Mr. [redacted] called our Customer Service Department; he explained his story again to [redacted] explained that she could email the club manager and let him know that he was wanting to downgrade his membership... Mr. [redacted] was not interested, called Club Fitness thieves and hung up on [redacted].
Our Club Manager also spoke to Mr. [redacted] on the same day as the other two employees... Mr. [redacted] would not accept any help from him either and ended up hanging up on him as well.
Mr. [redacted] mailed a cancel request postmarked on 11/16/15, (the same day as the phone calls), we have processed his cancellation, and his last billing date was 11/16/15.
Three employees have attempted to help Mr. [redacted] and he has refused our assistance, choosing instead to completely cancel his membership.
No refund is due.
If you have any questions regarding this, please contact me at XXX-XXX-XXXX.
In Good Health,
[redacted]
Club Fitness Billing/Customer Service Department

On 8/31/2015 we received a cancellation form from [redacted] requesting the cancellation of the memberships belonging to ONLY herself and [redacted].  There are spaces for other names to be listed however [redacted]'s name was NOT listed, therefore his membership was NOT cancelled.  See...

enclosed copy of Cancel form and the papers she included with the cancel form.Once we processed the cancellation of [redacted] and [redacted]'s memberships, we sent an email confirmation letter to the email address that [redacted] provided on the cancel form.  The confirmation gave the cancellation information for only [redacted]'s and [redacted]'s memberships.  See enclosed copy of confirmation email.After reviewing the signatures on [redacted]'s Membership Agreement and comparing the signatures to [redacted]'s ID, we see that [redacted] did sign her name to [redacted]'s Membership Agreement, making her the financially responsible party.  We have contacted Consumer Collection Management to have [redacted]'s name removed from the account and replaced with [redacted]'s name.If you have any questions regarding this, please contact our Customer Service Department at [redacted].

Initial Business Response /* (1000, 9, 2015/10/06) */
Mr. [redacted] signed a membership agreement requiring cancellation request to be submitted to our corporate office. See copy of agreement. We have never received a cancel notice for his membership.
On April 16, 2015 the membership was...

terminated for non-payment and the account was sent to a collections company.
*Mr. [redacted] states in his complaint that we have no 'contact us' link on our website...we in fact have 24 'contact us' links on our website, one link for each of our 24 clubs.
*The only phone call we have received prior to September 2015 was in January 2014.
*Cancellation requests are not accepted at the clubs. The clubs have handouts with our cancel procedures on them.
Club Fitness will not drop the account from collections. Mr. [redacted] owes the past due amount to the collection company.

Complaint: [redacted]
I am rejecting this response because:I was told two different stories by two different employees. What Club Fitness is saying, employees can state whatever they want and they will not be held responsible, nor hold the employees responsible for the statements we...

were told because everything reverts back to a contract. Club Fitness doesn't care about any customer service only on the payments they receive even by deceit. 
Sincerely,
[redacted]

We just received this on 3/24/17, we will be responding by mail. Thank you

Initial Business Response /* (1000, 6, 2015/12/10) */
* We have this person in our system under the name of [redacted]
On November 23, 2013, [redacted] purchased a membership from Club Fitness. [redacted] signed and initialed the agreement in all pertinent areas. She agreed to give a 30-DAY WRITTEN...

NOTICE OF CANCELLATION.
Club Fitness has NEVER accepted cancellations at the clubs or over the phone.
Please see the enclosed copy of the membership agreement.
Club Fitness does not bill according to usage, we bill according to the terms of the membership agreement.
On 9/13/15 we retrieved a voicemail message and returned a phone call regarding [redacted]'s membership. On 10/1/15 we received an email from [redacted] regarding her account.
Please see copy of file notes. We explained that her account was still open and her amount owed was accurate because we had never received the required "WRITTEN NOTICE OF CANCELLATION'...
On 10/6/15 we responded to [redacted]'s email with detailed instructions and we advised her that arrangements for payment must be made for her balance owed, prior to 10/30/15, or her account would be sent to an outside collections agency.
On 10/23/15 she was once again given cancel instructions...
Finally on 11/16/15 we received her required written request (postmarked on 11/12/15).
*as a courtesy, we actually used the date of her 10/1/15 email in order to determine the amount of her past due balance; had we used the postmark of her mailed cancel request she would have owed another month's fee.
[redacted]'s account had already been terminated for non-payment and sent to an outside collections company.
[redacted] must make payment to [redacted]
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, 2016/01/15) */
*We have [redacted]'s name in our system as '[redacted] purchased her membership from Club Fitness on 9/16/2012, not 2013.
She purchased a 12 month minimum membership, which requires a 30 day notice of cancellation. This is stated in...

the very first paragraph of the agreement. [redacted] initialed this paragraph.
In the section titled AUTOMATIC PAYMENT PLAN (EFT), cancellation procedures are given. It is also explained that if the Automatic payment Plan is not kept current, for any reason, this does NOT cancel the membership and there will be an additional charge of $10 per month. [redacted] signed this EFT authorization paragraph.
By initialing and signing she is acknowledging that she read and agrees to these terms.
Club Fitness does not bill according to usage.
[redacted]'s payments began declining in June 2015. We began mailing statements to her, advising her of her balance owed and that she needed to update her billing information.
[redacted] states in her Revdex.com complaint that she "began receiving statements in the mail that she paid no attention to..."
We received no payments, we received no phone call... her account was sent to a collection agency.
We offered to settle her amount and called the collection company to have her amount owed adjusted. [redacted]'s new amount that she must pay the collection company is $147.75.
If you have any questions regarding this, please contact me at XXX-XXX-XXXX.
In Good Health,
[redacted]
Club Fitness Billing/Customer Service Department

Complaint: [redacted]
I am rejecting this response because:
I have recently filed a complaint with the Illinois States Attorneys office. They should be receiving notice or have one. This is ridiculous! [redacted] Supporting documents to online consumer complaint to Office of Attorney General receivedO. Press the Enter key to open the contact card.">Office of the Illinois Attorney General <[redacted]> Reply|Wed 1/17, 1:12 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]

On November 18, 2016, [redacted] DOWNGRADED his membership from a FULL ACCESS, 12 Month Minimum, $19.95 a month, TO a SINGLE CLUB, OPEN END, $10.00 a month Membership.  Please see the enclosed copy of the Membership Agreement.[redacted] did NOT 'renew his membership for one year, ' the...

membership he downgraded to has NO ENDING DATE; it renews every month, until we receive a written 30-day notice of cancellation.[redacted] signed and initialed the Membership Agreement in all pertinent areas, indicating to us that he had read and understood the terms of the Agreement.  He could have cancelled at ANY TIME with a written 30-day notice, mailed to our corporate office mailing address OR gone in person to any of our locations and cancelled in person, with a Manager or Assistant Manager on Monday-Thursday 9AM-8PM, Friday 9AM-4PM and Saturday 10AM-4PM.[redacted] is not eligible for a refund because he was not billed in error, all charges were billed according to the terms of his Membership Agreement.We have used this Revdex.com notice as [redacted]'s required written notice of cancellation and we have processed his cancellation.  [redacted]'s last billing date was February 2, 2018.His last day to utilize the facility will be February 28, 2018.If you have any questions regarding this matter, please contact us at [redacted].

Complaint: [redacted]
I am rejecting this response because: I believe that Club fitness have oversold memberships at the Lemay ferry Location.  I only signed the 12 month agreement because it was getting too...

crowded before 8:00 and had to change my agree to get later access to the gym.  At this point the gym is extremely crowded from 5:30 PM to 9:00 PM, so this gives me no opportunity to use the gym other than coming at 4:00AM before work.I would like to know the increase in gym memberships at the Lemay location during this time period.  I am guessing there was a dramatic increase.  I completely understand gym equipment is subject to demand and some waiting in understandable.  However, the wait times have become unbearable and am unable to my gym membership.  Obviously, Club fitness is aware of this and is even planning on expanding the Lemay location.  
Please take this as my notice of cancelling my membership, however I would still like the $60 charge to be waived.  I have been a member of club fitness since 2009 and have seen the rise in its popularity however it is just too crowded to get anything done.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2016/02/17) */
Please see copies of both membership agreements.
Mr. and Mrs. [redacted] both purchased 12 month minimum memberships on 1/27/15.
The 30-day notice to cancel requires the member's initials. The annual fee being billed on a specific date requires...

the member's initials. The early cancellation fee requires the member's initials.
Mr. and 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 1/27/15. Mrs. and Mrs. [redacted] each had 3 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 2/3/16. this was withing the 5 day grace period of their 1/30.16 billing date so we used 1/30/16 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 refund. He 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]

Initial Business Response /* (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-days. Club 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 matter. I have requested and requested a rep to return my calls on this matter and they have not. They are very responsive to take your money but if their is an issue they ignore you. upon this issue I have come across numerous complaints about this company about similar matters. I wish I would have investigated or researched them before I ever signed up. This 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 cancellation. I was told I was paid in full and that there would not be any additional charges. Now January I received a bill. Who 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 group. The 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]

Complaint: [redacted]
I am rejecting this response because: When the [redacted] payment company notified me that stated that I am not just paying the past due amount of $42.00. I am now being held responsible for the total 2016 full amount plus past due balance in which I never signed up for because my member ship ended in November. Also they never reached out to me seven times. They contacted me twice in October and January. I have never been contacted via the mail which by law I should have the balance owed in writing. 
I will not give them, GOLD's GYM or anyone else calling over the phone any credit/debit information over the phone because I don't know who is actually calling. With identity theft being at such a high. Why on earth would I give them any information, when I have asked them to send me a bill? And never received anything as of yet?
Now if the above information is an error as far as paying for another year that I didn't sign up for than I will go into Gold's gym and pay them the money owed. BUT I need the bill in writing period. As a consumer I am owed that in which I am paying for. 
Sincerely,
[redacted]

[redacted] purchased a 12-Month Minimum Membership from Club Fitness on 5/1/2017.She spoke with our Customer Servcie Department on 11/13/2017, stating that she had cancelled in...

September and never received any proof of cancelling and that she wants us to refund her.  We explained to her that we have no record of a cancellation for her membership, there are no notes regarding cancelling, no cancel was received at our office by submission from any of our facilities, (under her name/email address).Ms. [redacted] has now mailed in her required 30-day written notice of cancellation and it has been processed.  Her request was postmarked on November 9, 2017, marking the first day of her 30-day notice billing period.  Her last Billing Date will be on December 4, 2017 in the amount of $59.00, for her Early Termination Fee.No refund will be processed without valid proof of a prior cancellation submission.If you have any questions regarding this matter, please contact us at [redacted].