Complete Fitness

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ Good afternoon, I looked up Mr [redacted] 's invoicesThe day cancellation form that Mr [redacted] signed states that a final payment would be deducted for the month following his cancellationThis is also set forth in the original contract that is signed at the time of enrollmentWhen the Final payment was set to process Mr [redacted] 's card was declinedWe continued to attempt contact with him about his outstanding balance up until the time it went to collections Thank you, Complete Fitness

Initial Business Response / [redacted] (1000, 5, 2016/02/03) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @gmail.com We have tried to contact the customer multiple times to go over thisThe account was set up for paymentsAt the time, we ran a promotion to give them two months free on top of thatThe months we applied and they still needed to fulfill their month of paymentsJanuary would have been their last paymentThe payments were what would fulfill their agreement with usWe normally don't have people upset that we give them two months for freeHope this clears everything upThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not at all what we were explained when we canceledI don't appreciate being lied to and told one thing by one person and then something else by another personThis is basic customer serviceNot at all happyI will let all of my friends and family that are members of this club know about this experience as well

Initial Business Response / [redacted] (1000, 17, 2015/12/16) */ I do apologize, we just received our first cancellation notice from [redacted] ***, however after an account has gone to collections, there's no need for a letterWe tried to reach the customer for months to notify her that she was past due Not once did she ever fill out the required cancellation form nor did she ever mail anything to us, much less certified until nowWe do have proper documentation of every time she was called and the resultAlso have documentation from every letter we mailed to her that was never responded back tooCustomer refused to contact us back until an actual collections department contacted her

Complaint: ***
I am rejecting this response because: At no time was I given the option to only pay an additional $per month rather than a year membershipIn fact, I know many people who were misled into doing the same thing, and were never offered anything else as an alternativeThe response received from Complete Fitness is a fabricated and untruthful response. I specifically asked the owner, at the time I started training why I had to sign up for entire year, and he said it was my only option if I wanted to train with a personal trainer at his facility.
Sincerely,
*** ***

Customers had the option up front to join for a year membership or to pay an addition $per month for personal training to be able to train at this facilityCustomer decided to join for a yearThe personal trainer that she has is no longer with is but we will more then happy transfer her training
to another personal trainer until her agreement is up

Initial Business Response /* (1000, 5, 2015/06/23) */
Good afternoon,
I looked up Mr. [redacted]'s invoices. The 30 day cancellation form that Mr. [redacted] signed states that a final payment would be deducted for the month following his cancellation. This is also set forth in the original contract...

that is signed at the time of enrollment. When the Final payment was set to process Mr. [redacted]'s card was declined. We continued to attempt contact with him about his outstanding balance up until the time it went to collections.
Thank you,
Complete Fitness

Initial Business Response /* (1000, 5, 2016/02/03) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gmail.com
We have tried to contact the customer multiple times to go over this. The account was set up for 12 payments. At the time, we ran a...

promotion to give them two months free on top of that. The 2 months we applied and they still needed to fulfill their 12 month of payments. January would have been their last payment. The 12 payments were what would fulfill their agreement with us. We normally don't have people upset that we give them two months for free. Hope this clears everything up. Thank you
Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not at all what we were explained when we canceled. I don't appreciate being lied to and told one thing by one person and then something else by another person. This is basic customer service. Not at all happy. I will let all of my friends and family that are members of this club know about this experience as well.

Per our company's cancellation policy we do require a 30 day notice to cancel all memeberships. Any payment scheduled to be taken out within the 30 days must be processed before a cancellation can be completed. Members must sign and initial the cancellation form which states our policy-which we have...

already completed . Mr. [redacted] came in to the facility on July 17th seeking answers for the charges. After pulling his account up and looking further into the charge, I showed him that the last months payment to fulfill the cancellation was declined consecutively in August. When an account is declined, our financial company adds late fees to the account. I explained this is where the additional charges came from. Regarding  the account  not being cancelled- all account cancellations are entered bi-monthly. He had an outstanding balance on the first day they are entered so it was not processed. Mr. [redacted] then came to the facility a second time asking why his account was not cancelled upon calling out financial company. I explained his membership will be a "pending cancel" since he will still have access to the facility until the end of August. He left without any further questions. A refund was never discussed.

Initial Business Response /* (1000, 17, 2015/12/16) */
I do apologize, we just received our first cancellation notice from [redacted], however after an account has gone to collections, there's no need for a letter. We tried to reach the customer for 3 months to notify her that she was past due....

Not once did she ever fill out the required cancellation form nor did she ever mail anything to us, much less certified until now. We do have proper documentation of every time she was called and the result. Also have documentation from every letter we mailed to her that was never responded back too. Customer refused to contact us back until an actual collections department contacted her.

Initial Business Response /* (1000, 11, 2015/11/06) */
We were in error on this and promptly refunded her account before complaint was ever filed. And yes she is correct, the refund does take a few days to hit her account.
Initial Consumer Rebuttal /* (3000, 13, 2015/11/07) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
They never refunded the account, I had to contact my banks fraud department to get the money back.
Final Business Response /* (1000, 16, 2015/11/09) */
We were in error on this and promptly refunded her account before complaint was ever filed. And yes she is correct, the refund does take a few days to hit her account