Club Fitness

Initial Business Response /* (1000, 6, 2016/03/07) */
On January 15, 2016 [redacted] called our Customer Service Department and told our phone representative that he had told our club employee that "he wasn't paying anymore because he wasn't using...so he thought that meant that the employee cancelled...

his membership for him." Our representative explained that cancels are not allowed at the clubs or over the phone.
It was explained to [redacted] that the clubs have fliers advising of our cancellation procedures that they pass out to customers who ask about cancelling and that he is responsible for his balance owed.
On January 21, 2016 we received a billing statement in the mail from [redacted], he had written on it that his account was closed and he cancelled.
We used this mailed notice (postmarked on 1/9/16) as his REQUIRED written notice of cancellation and we processed his membership termination.
[redacted]'s last billing date was January 15, 2016. We mailed a confirmation letter advising [redacted] of his last billing date and his ending balance owed.
[redacted]'s past due amount at that time was $60.40 which covered December and January. This amount has now increased to $82.00 with the addition of statement fees.
[redacted] may have cancelled his credit card account in October; he did NOT cancel his membership in October.

Initial Business Response /* (1000, 8, 2016/01/14) */
The only cancel request that we received from [redacted] is post marked on December 19, 2015; we processed her cancellation upon receipt.
[redacted] is not eligible for a refund. We processed her cancellation according to the terms of her...

membership agreement.
*If she mailed any of her previous requests by certified mail and can supply us with a copy of the signature card, we will gladly review her account for reprocessing.
If you have any questions regarding this, please contact me at XXX-XXX-XXXX.
In good health,
[redacted]
Club Fitness Billing/Customer Service Department

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.
So long as the account has also been closed.
Sincerely,
[redacted]

We have responded to this by mail.  No refund is due.  [redacted], the minor in question did not sign the Membership Agreement.  We mailed a copy of the Membership Agreement to you, The signature as well as all of the required initials, clearly begin with the letter M, not the letter...

S.  The credit card provided at the time of purchase, (according to the credit card statements) belongs to "[redacted]".

Initial Business Response /* (1000, 6, 2015/11/17) */
On 12/30/2012 [redacted] purchased a membership from Club Fitness. The very first paragraph of the membership agreement states that the "Membership will automatically continue until a 30-Day Resignation Request is received."
[redacted]...

initialed this paragraph indicating that she read, understood and agreed to this term.
This procedure is further discussed in the membership agreement in the paragraph regarding AUTOMATIC PAYMENT PLAN... see all highlighted areas on the copy enclosed of the endorsed membership agreement.
[redacted]'s cancel request was postmarked on 10/16/2015, which made her final billing date 11/1/15. She may continue to utilize the facility until 11/30/15.
No refund is due.
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
Enclosures Attached

Initial Business Response /* (1000, 6, 2016/02/22) */
RE: Revdex.com Case #XXXXXXX
Please see copy of Membership Agreement.
Cancellations are not done by phone, they are done according to the terms of the Membership Agreement.
[redacted] agreed to give a 30-day notice of cancellation. We received his...

required cancellation notice via our website on 2/4/16.
We processed his cancellation, his last billing date was 2/1/16; this had already billed his account prior to him submitting his cancel request.
Mr. [redacted] has since disputed this payment with his credit card company and the payment has been returned to him by his credit card company. Normally when a chargeback is done, we charge a "returned payment fee" of $25.00. As a courtesy, once the past due balance of $24.32 is paid back to us, we will waive this $25.00 fee.
Mr. [redacted] did report this incident to our employee [redacted], however he is incorrect in stating that [redacted] did absolutely nothing...[redacted] had a conversation with the other member, got his side of the story and the situation was handled.
Mr. [redacted] is not being stopped in any way from utilizing the club. In fact, he has a full club membership; he has access to all 23 club fitness locations and 24 hr access to our 24 hour facilities.
Mr. [redacted]'s desired resolution is to have his membership cancelled immediately and to have on month refunded...We have already processed his cancellation and we agree to waive the $25.00 returned item fee (which is actually more than his monthly fee) upon receipt of the past due amount owed of $24.32.
We believe this to be fair resolution in order to close this case as RESOLVED.
[redacted]

Initial Business Response /* (1000, 6, 2015/08/12) */
We have never received a cancel request for Mr. [redacted]'s membership. Mr. [redacted] states in his complaint (twice) that our office is located in St. Charles, MO'; that is incorrect; the address to mail all cancellation requests to is actually...

in St. Peters, MO'. Perhaps this is why we never received Mr. [redacted]'s request. We have used this Revdex.com complaint as Mr. [redacted]'s required written 30-Day Notice of Cancellation and we have processed his membership termination.
Mr. [redacted] is still under a 12 Month Minimum Payment Term so he will be billed his $59.00 Early Termination Fee on August 31, 2015. His last day to utilize the facility will be on September 30, 2015.
We have switched Mr. [redacted] to Statement Billing so that no further billing attempts will be made on his account, per the statements he made in his complaint.
Mr. [redacted] also has a past due balance owed. As of August 31, 2015 his balance owed will be $124.75.
As we have already stated, we did not receive a written request to cancel prior to receiving this Revdex.com complaint, therefore we are unable to backdate the cancellation as we are unable to process something that we did not reCeiVe.
If you have any questions regarding this matter, please contact our Customer Service Department at XXX-XXX-XXXX.
In Good Health,
[redacted] Club Fitness
Initial Consumer Rebuttal /* (1500, 8, 2015/08/12) */

[redacted] purchased her membership from Club Fitness on November 5, 2012.  Please see enclosed copy of the Membership Agreement.All pertinent areas of the Agreement are signed and initialed, indicating that she had read and understood the terms of the agreement; including the requirement...

of a 30-day notice of cancellation.  (See FIRST paragraph).Ms. Howell's membership was cancelled according to the terms of her agreement.  Her cancellation request was submitted on August 25, 2017, making her last billing date September 1, 2017.*Since she turned in her access card, she may request a new one at the facility.  We have documented her file to issue a new access card at no charge to her.No refund is due.If you have any questions regarding this, please contact us at [redacted].

Complaint: [redacted]
I am rejecting this response because: If you would have gave me the option to have a medical records review the first time, I would have not had to complain to the Revdex.com in the first place. I believe the words your employee at the Granite City location used were...

"You will never get a refund from us". I have attached my VA medical records from 3/1/2015, when I first injured my back. If you would like to do a review with me, I will gladly go through my injury timeline. I called your customer service number and of course, no one is there to answer the complaints. Please call me ASAP to resolve this matter.
[redacted]

see attached

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]

Initial Business Response /* (1000, 6, 2015/07/10) */
On 6/29/15 [redacted] called in to our Customer Service Department and told one our representatives that he had mailed in two cancel letters. We let him know that we have not received a cancel request for his membership. He said that he had mailed the...

first one certified but not the second one.
He even told us that according to the certified signature card, "WE RECEIVED HIS LETTER ON MAY 15th". We told him that we would need a copy of that signature card. [redacted] asked to speak to a supervisor.
[redacted] was transferred to a supervisor; he again stated that he had mailed two cancel letters, the first one by certified mail but not the second one. Again, we let him know that we just needed a copy of the signature card and we would backdate the cancellation.
A couple hours later [redacted] called in again, this time he spoke with me, the Billing Manager. [redacted] told me that he is NOT sending in any more letters, he said that he DID NOT send either of his letters by certified mail so he has no tracking information and he eventually hung up on me.
*you can see the documentation of these calls enclosed.
We received a cancellation request after all of this took place, it was post marked on June 30, 2015.
We processed [redacted]'s cancellation according to the agreement.
[redacted]'s last billing date was on 6/19/15. His last date to utilize the facility will be August 20, 2015.
NO REFUND IS DUE.
If you have any questions regarding this, please contact me at XXX-XXX-XXXX.
In Good Health

We have contacted [redacted] regarding the balance that was owed on [redacted]' account.  The balance was never paid.The amount owed to Club Fitness at the time the account was sent to collections was $24.32, they then added their fee, for a total amount owed of $30.40.[redacted] has informed us that they have not had this removed from any credit bureaus and [redacted] has not disputed this with them.  They stated that this should actually be showing up on all three credit reports.The way to rectify this, is to contact [redacted] at [redacted] and make payments for the balance owed on the account.  This will then be dropped from the credit bureaus.If you have any questions regarding this, please contact me at [redacted].

Initial Business Response /* (1000, 9, 2016/01/19) */

Initial Business Response /* (1000, 6, 2016/03/10) */

Initial Business Response /* (1000, 6, 2015/07/16) */
On 6/25/2014 [redacted] purchased a membership from Club Fitness. See enclosed copy of membership agreement.
[redacted] agreed to give a written 30-day notice of cancellation.
[redacted]'s cancel request was postmarked on 6/3/2015; marking the first day of...

her 30-day notice period. [redacted]'s final billing date was 6/28/15; this was within the 30-day notice period. [redacted] is able to utilize the facility until 7/28/2015.
[redacted]'s cancellation was processed per the terms of her membership agreement. *We do not bill according to usage.
No refund is due.
If you have any questions regarding this, please contact us at XXX-XXX-XXXX.

Please be advised that this was handled prior to receiving this complaint on 11/25/16.On 11/23/16 I spoke to the District Manager myself, we terminated [redacted]'s membership and wrote off his balance of $168.05.We apologize for any misunderstanding.  Hopefully this resolves and closes...

this matter.If you have any questions regarding this, please contact us at [redacted].

I filed a complaint about a year ago with regard to Club Fitness’ billings.  I had cancelled my membership but continued to get billed.  They filed a collection notice on unpaid invoices.  After my complaint, the company stopped billing me and the collection notices...

stopped. However, I see on a recent credit report that I only have one derogatory note on my Transunion credit report…and it is Club Fitness for $30.  The collections were removed from the other two agencies.  Is there a way to reach whomever at Club Fitness responded to my original complaint so this can be rectified?  When I make phone calls to the company, I am passed from one person to the next. Thank you!

Please see copy of [redacted]'s Membership Agreement.  It does not have [redacted]'s signature on...

it.  All of initials are ** and the signature also begins with an M, possibly [redacted] or [redacted]'s Grandmother has visited the facility with her before, her name is [redacted]...[redacted] has also submitted a freeze request for [redacted] in the past.  In any case, the Agreement was not signed by the minor, [redacted].We would also like to mention that in December 2015, [redacted] contacted the club complaining about the Annual  Fee that had bill, because he was not aware of it.  He requested to have THAT FEE refunded, he did NOT request to have the membership terminated and all monies refunded at that time...Please also see copy of check-in history.  [redacted] utilized this gym membership very often.Also please note that Mr. [redacted] states in the complaint, purchase date of 4/30/2014.  This agreement was signed on 9/9/2015.  He states the problem occurred on 8/11/15 and spoke to the company on that date.  Again, this agreement was signed on 9/9/2015.We processed [redacted]'s cancellation in January 2017, when we received her cancellation request.  No refund is due.If you have any questions regarding this matter, please contact me at [redacted].

Complaint: [redacted]
I am rejecting this response because:
The customer service is very poor from this business. It is very clear based on the very emotional response from the "company". I revoked my authorization to bill my credit card verbally to this company and that is where I...

stand. I see that it sis tough for this company to separate emotion from business but it would certainly be in their best interest to cancel the membership that had me been paid in full and no longer bull my card. It would be best to do this before I post my review. Any furthers charges will be considered fraud. Trying to attack or defame a customer seems like a VERY poor position to take. I "cussed" at them? What does that mean and what relevance would that have? I'm an American and as such an entitled to free speech and will exercise that right at any point I feel appropriate! What you cannot do as a business is attempt slander in any way. Also, what relevance would my wife's previous account have? These kind of actions are the reason you've been reported to the Revdex.com. The call prior to anything already had the same exact tone and attitude that the business response carries. Further had I known that you put my wife's previous acct in collection then you would've never gotten my business on this one because I know that acct was paid every month, I paid for it as well. So I'm guessing you've tried to lock her in and say she didn't use the proper channel to cancel? These business practices are again why you find yourself in a complaint case with the Revdex.com. I have paid the membership every month and I've simply called to cancel. I want the memebership fee that was just charged refunded  and no other charges will be accepted since you've received in writing that I revoke authorization to charge my card and any contract between club fitness and myself shall be consider null and void. 
[redacted]