Complaint No. [redacted]
Re: [redacted], member [redacted], contacted Pivotal Fitness by phone
11/14/2013 requesting a cancellation form be sent to her by email. Because she was under contract through 1/15/15, she would be required to submit proof of
move of more than 25 miles from the facility in order to cancel while in term. She
was advised at that time of cancellation terms and valid proof of move via email.
We had more email correspondence regarding acceptable proof the day of 11-14
13 and after sending a[redacted] change of address which is not acceptable proof by
[redacted], who handles all of our billing/cancellations, she never sent
anything else to provide proof of move. (See emails dated 11-14-13) I did not
hear from anyone again until 2/19/14 at which time her husband, [redacted], called threatening disputes and legal action because they were still
being charged for her account. l advised at that time that we had not received
proper documentation and advised again of cancellation terms and acceptable
proof of move. There was more correspondence by email with [redacted] and her
husband regarding cancellation and referred them to [redacted] due to their threatening nature to handle the cancellation. (See emails dated 2-19-14) That
day I received a cancellation from [redacted] along with another proof of move that still did not meet criteria for acceptable proof. The same day they disputed all charges for previous months and we referred to [redacted] to resolve. As
evidenced in emails, we were offering to help them get the account cancelled and
waive any fees and possibly back date, which is not typically done, to help them
resolve the account. However, after they dispute charges our hands are tied as to
how much we can help them.
Although we did not receive proper documentation and the cancellation was
not done through [redacted] as advised it should be, we are going to cancel the account and waive any balance/fees due to resolve the account. We offered
to back date the cancellation if they could provide us with a copy of the one that
was alledgedly sent in November and we were told they did not have a copy. I
sent them a blank copy by email that could be printed and filled in. When we
received the complaints, the dates and information filled in were different. To
resolve-the account is cancelled and balance waived in order for us to move
[redacted]
Administrative Asst.
Pivotal Fitness
Response to...
Complaint No. [redacted]
Re: [redacted], member [redacted], contacted Pivotal Fitness by phone
11/14/2013 requesting a cancellation form be sent to her by email. Because she was under contract through 1/15/15, she would be required to submit proof of
move of more than 25 miles from the facility in order to cancel while in term. She
was advised at that time of cancellation terms and valid proof of move via email.
We had more email correspondence regarding acceptable proof the day of 11-14
13 and after sending a[redacted] change of address which is not acceptable proof by
[redacted], who handles all of our billing/cancellations, she never sent
anything else to provide proof of move. (See emails dated 11-14-13) I did not
hear from anyone again until 2/19/14 at which time her husband, [redacted], called threatening disputes and legal action because they were still
being charged for her account. l advised at that time that we had not received
proper documentation and advised again of cancellation terms and acceptable
proof of move. There was more correspondence by email with [redacted] and her
husband regarding cancellation and referred them to [redacted] due to their threatening nature to handle the cancellation. (See emails dated 2-19-14) That
day I received a cancellation from [redacted] along with another proof of move that still did not meet criteria for acceptable proof. The same day they disputed all charges for previous months and we referred to [redacted] to resolve. As
evidenced in emails, we were offering to help them get the account cancelled and
waive any fees and possibly back date, which is not typically done, to help them
resolve the account. However, after they dispute charges our hands are tied as to
how much we can help them.
Although we did not receive proper documentation and the cancellation was
not done through [redacted] as advised it should be, we are going to cancel the account and waive any balance/fees due to resolve the account. We offered
to back date the cancellation if they could provide us with a copy of the one that
was alledgedly sent in November and we were told they did not have a copy. I
sent them a blank copy by email that could be printed and filled in. When we
received the complaints, the dates and information filled in were different. To
resolve-the account is cancelled and balance waived in order for us to move
[redacted]
Administrative Asst.
Pivotal Fitness