Compel Fitness

In reference to ID [redacted] , [redacted] After reviewing the correspondence regarding [redacted] ' cancellation request we have concluded that our cancel department did not take the proper steps in notifying [redacted] that the physician's note he submitted needed more details in order to be valid for cancellationTo resolve this matter for [redacted] we have cancelled his account effective today and submitted a refund for the payments drafted since his original request to cancel on 3/8/We have also addressed this issue with our cancel department to avoid miscommunications such as this in the futureAny questions can be directed to me at ###-###-#### or [redacted] ***Customer Service Manager, Compel Fitness LLC

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 Regards, [redacted]

Per the terms of the Personal Training agreement signed by both parties, upon receipt and processing of a cancellation, refunds shall be made within daysThe refund is not denied, it is still in processing as it has only been business days since the cancellation request was madePlease feel free to contact me directly if there are any further questions, [redacted] or [redacted] Regards, [redacted] ***Customer Service ManagerCaompel Fitness, LLC

After reviewing the information provided by the client and gathering information from our staff we have determined that a previous employee of our did not follow procedure to properly cancel the client's accountWe have rectified this by cancelling the account effective today and refunding the client the $that was paidThe other $was disputed with his bank and transactions were cancelled with us on 10/26/we will release these funds from dispute to be credited back to the client by his bankIf there are any questions please feel free to contact us Regards, [redacted] ***Customer Service ManagerCompel Fitness

We have reviewed the details on this account, we apologize, in this special circumstance the customer service team should have escalated this to be approved by upper level managementWe have pushed out the past due invoices for services not received, at this point we can either extend the freeze until the client is approved for exercise or honor the cancellation requestWe will be reaching out to the client to find out how she would like to proceedPlease let us know if any other information is neededRegards, [redacted] ***Customer Service ManagerCompel Fitness

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I do want my account closed, what about the fees to cancel will I be responsible or not because of the poor customer service , also I'm still receiving calls about my account Regards, [redacted]

From: Brandon R [redacted] Date: Mon, Dec 28, at 10:AMSubject: [redacted] To: [redacted] @myRevdex.com.org [redacted] signed a contract with us for personal training on July 3, This agreement duration was for one year [redacted] moved out of stateRelocation cancellation has no feeHowever there are certain documents that must be presented in order to grant this cancellationThese include lease or mortgage agreement, utility bill, or driver's license issued in the last days [redacted] did not provide any of these documents [redacted] came in to see me and I was able to process his cancellation with a copy of his vehicle registrationThis was outside of our accepted documents but we wanted to help [redacted] so we processed itBrandon R [redacted] Compel Fitness, Largo, Md Senior Director ###-###-####

I have reviewed the details on this account and have attached a couple supporting documents for reviewAs the client stated she initially attempted to contact us on Friday 11/20/15, in regards to freeze her account, we she reached out representative by phone on Tuesday 11/24/and he applied the
day freeze to her account and explained the buyout cancellation optionI confirmed this via email to the client on 12/4/and explained to her the cancellation option as wellWe have no record of the client requesting to proceed with or authorizing the buyout cancellation in November when the original contact was made or in February when the freeze was upSince we did not have authorization to process this her account resumed activity as explained to her via emailStarting in Febour billing department began short term collections since her account became past due, as you can see in the attached account notes, they attempted to contract her several times, by phone, email and text from Feb to May to let her know the account was active past due, these attempts were unsuccessful, after days account was sent to collectionsPer the attached records the client requested a day freeze on her account which we applied, there was no further contact or requests to proceed with the cancellationWe do understand that this is a very stressful and difficult situation, however is it our policy not to process cancellations, especially those involving the payment of a buyout fee, without written authorization from the client. We are willing to close the account with collections if the initial agreed upon cancellation fee of $can be paid within daysPlease let me know if there are any questions or if any additional information is needed. Regards, Caitlin L.Customer Service ManagerCompel Fitness###-###-####

To Whom it May Concern:I have contacted this client directly by
phone per her request, we have come to the resolution of refunding the
September charge of $and applying a day freeze to her account
to resolve this matterIf there are any further questions or
concerns please
feel free to call ###-###-#### or email
*** me directly.Thank you!Caitlin ***Customer Service ManagerCompel Fitness, LLC

Hi Caitlin, I have agreed to the terms regarding paying the amount of $within the day periodI do however have a question regarding the $downpayment that I made upon signing the intial contractBeing that was a downpayment it didnt go towards any of the personal training classes; will that amout be credited to my account? Thanks *** *** [A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***

After reviewing the notes and documents on this client's account, we have determined that the client did everything she was asked and supposed to do to cancel this programOur cancellations/billing department failed to process the client's cancellation properly which resulted in her account having
an outstanding balance that was eventually sent to collectionsWe have since rectified this, closing the account with the collections agency as being sent by mistake so there is no negative impact on the clientThe balance on the account has been waived and the account has been properly cancelled.If there are any further questions please feel free to contact me directly.Regards,Caitlin L***Customer Service ManagerCompel Fitness, LLC

I have reviewed all the details on this account and have attached confirmation from our third party collections agent confirming the account was closed per our request on 12/29/If the client is still receiving calls it is not in regards to the account with Compel FitnessHis account was closed with no fees and balance waived on 12/29/2015.If there are any further concerns or questions please let me knowRegards,Caitlin ***-***Customer Service ManagerCompel Fitness, LLCPh***E: c***@complefitness.com

In response to customer concern #***Our records indicate that Ms*** first contacted our customer service department on 3/10/14, in that phone conversation they explained to her the cancellation policy and that per the terms of the agreement the buyout fee was equal to 15% of the program,
they also informed her that we need written email request to our cancellation department in order to proceed with the processOur cancellation department received her email the next day 3/11/and informed her of the exact fee amount, at that time Ms*** chose not setup the cancellation immediatelyIn this case the account proceeds per the agreement termsOn 4/8/the client called our cancel department to setup her buyout payment, at that time an additional monthly paymetn had be come due and was delinquent, the cancel department informed her that her account needed to be current in order to process the buyout, the delinquent payment and buyout fee were setup and processed on 4/18/Per the terms in the Personal training Agreement signed by the client the remaining sessions were available to use, but do have an expiration date set to days after they are originally purchasedIt is now more that months later and the Ms*** decided to use the sessions, however they have expired becasue all the sessions were purchased more than days ago.To date Ms*** has paid a down payment of $(2/25/14), one bi-weekly payment of $(3/25/14), a second bi-weekly payment of $with a late fee of $(4/18/14) and the buyout fee of $(4/18/14), a total of $787.35.As a show of good faith we will refund the full amount paid $back to Ms*** as she has requested.If there are any further concerns or questions, please feel free to contact me directly at ***.Sincerely, *** ***Customer Service ManagerCompel Fitness, LLC

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please
contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** *** Consumer contacted the Revdex.com and indicated this issue has been resolved

In regards to complaint ID ***.After reviewing the previous correspondence for this client we do see that he submitted this complaint previouslyOur on site manager was instructed to follow up with the client, after doing so he informed us the issue was resolved at the club and teh client was
to continue with his programSince this is not the case we will close this client's account effective today per his requestSincerely.*** *** Customer Service ManagerCompel Fitness, LLCc***@compelfitness.com***

It is our policy to not cancel the account until the written notice is received in the mail, we are not able to give an expected time frame on when the letter will be received, that depends on the USPS. Our customer service team accepted the USPS tracking information in this particular case, and...

used that confirmation to cancel the account and process the $229 refund this morning, 12/19/2016. We are abiding by the terms in the Personal Training Agreement the member signed, which states that we can accept cancellations in writing through the mail or at the club location and any necessary refund will be processed and received by the client within 30 days of cancellation. Ragards,  [redacted]Customer Service ManagerCompel Fitness

We have accepted Ms. [redacted] job offer as proof of relocation and cancelled her account effective 2/3/15. We have also provided her with a refund of the $240 she is requesting due to her original submission for cancellation being in Dec 2014. I have called Ms. [redacted] and spoke with her on this resolution directly as well as sent her an email confirmation.Thank you!

After posting my complaint here, I was promptly contacted. We discussed my concerns and worked towards a resolve. I was granted a refund, my account was placed on hold for another month, and I was assured that I would have the sessions I paid for until then. However, I did not get the amount of sessions quoted. I now find myself in a similar situation. I have documented my problems as follows: November 29 2014 Checked bank statement - payment processed on the 17th, but no additional sessions were added. December 11 2014 Spoke with trainer 3:36 December 12 2014 Called and spoke with paramount 3:45 December 12 2014 Message left for corporate 3:50 December 16 2014 Message left for corporate December 17 2014 Payment taken out January 5 2015 Spoke to trainer. No sessions added. I have contacted corporate again with no resolve. I have now lost $180 to this company and I have ZERO sessions to show for this. At this point, I want my contract terminated without penalty as well as a refund. I believe the company has breached it's own contract and I should not be held responsible for it's negligence. I am not willing to continue with this company. This has been difficult on my budget as well as my fitness progression. With the start of the new year I would much rather put my money towards a reliable source.I want a refund of $180 and I want out of the contract that Compel has breached without penalty.

From: Brandon R[redacted] font-family: arial, sans-serif;">Date: Mon, Dec 28, 2015 at 10:17 AMSubject: [redacted]To: [redacted]@myRevdex.com.org
[redacted] signed a contract with us for personal training on July 3, 2015. This agreement duration was for one year.
[redacted] moved out of state. Relocation cancellation has no fee. However there are certain documents that must be presented in order to grant this cancellation. These include lease or mortgage agreement, utility bill, or driver's license issued in the last 30 days. [redacted] did not provide any of these documents.
[redacted] came in to see me and I was able to process his cancellation with a copy of his vehicle registration. This was outside of our accepted documents but we wanted to help [redacted] so we processed it.
Brandon R[redacted]Compel Fitness, Largo, Md
Senior Director
###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do want my account closed, what about the fees to cancel will I be responsible or not because of the poor customer service , also I'm still receiving calls about my account. 
 Regards,
[redacted]