CrossFit Edwardsville

CrossFit Edwardsville [redacted] Glen Carbon, IL 62034   ID [redacted]   In response to [redacted] (aka [redacted] complaint: “This business advertised a program at their gym for woman only so I paid $250.00 for the program. When I showed up to the orientation there were actually men...

there and I am not comfortable working out in front of men. Their advertisement said women only which is why I paid. They now do not want to give me a refund. I have only attended the orientation.”   Our response to this complaint: We are currently running a 6-week program in which a person will apply to a program through a Facebook ad. Once the person schedules an interview time, a discussion is initiated to talk about the program in which the person applied. We have a script that we use for every client and we ask the same questions to every client interviewing for the program. One of the details that we mentioned is that the program IS CO-ED. I discussed this with Ms. [redacted] during the interview.   Ms. [redacted] was invited to join the program after all of the details were discussed.   She registered for the program online in our presence. She signed all the necessary waivers, both of which explain our payment policy. I attached a copy of her signed waiver and signed contract. Ms. [redacted] also received a full copy of the waiver and contract that she signed at the email address that she provided during the registration process.   Saturday, September 17, 2016 was the first day of the program in which Ms. [redacted] attended. Ms. [redacted] received all the material needed via email. The orientation day consisted of a full three hours. She stayed for the entire duration of the program including the weighing and measuring. She did not ask questions or raise any eyebrows during the orientation regarding the men at the orientation. The program is CO-Ed and this was discussed during her interview. We assume that if anyone had questions on this matter then they would have brought it up during orientation or shortly thereafter.   At 1:07pm on Saturday, September 17, 2016 I sent Ms. [redacted] a text message confirming the class time that she would be attending. She responded,   Yep that’s what I reserved for in the zen planne as well.”   This response made us assume that she would be attending the program fully.   On Sunday, September 25, 2016 Ms. [redacted] called me and stated that she would not be able to attend the program due to a change in circumstances. She stated that she would be moving to Texas by the end of the week and would not be able to attend.   I asked her to email [redacted]@gmail.com to explain her reason for cancelling the program and to send me a text message reminding me that she was going to cancel so that I could discuss her cancellation with our team. I also mentioned that I was not sure that I could get her a full refund due to the late cancellation. Our Payment Policy states (see below) that there are no refunds or transfers and that we require written notification for cancellation. (I have yet to receive any email from her stating that she cancelled). I went on her word assuming that she would be cancelling. Either way I was going to discuss her situation with our team regarding a refund and that I would get back to her as soon as I could.   “RULES & POLICIES Payment Policy Payment for all products, services and special programs is required in full at the point of sale. All sales are final, all payments for products and services are non-refundable and services are non-transferable. There is a $25 fee for returned checks that must be paid in cash or money order along with the amount owed from the nonsufficient fund check. CrossFit Edwardsville reserves the right to charge a client’s credit card for any bill that remains 7 days past due.        Cancellation Policy / Membership Changes Member must GIVE NOTICE OF MEMBERSHIP CHANGES OR CANCELLATIONS BY EMAIL AT LEAST ONE WEEK (SEVEN DAYS) IN ADVANCE OF THE NEW MONTH, in order to avoid a $25 membership change fee. Please note that there are NO REFUNDS and once your account has been charged for the month, we DO NOT reverse that charge. Even if you notify your instructor of your intention to change membership status verbally, you are STILL required to EMAIL [redacted]@gmail.com with a written authorization to change the membership terms of this agreement. Save a copy of this agreement for your records.”     On Monday, September 26, 2016 I did receive a text message reminding me that she was going to cancel as I asked her to do. She did follow through with that but not the written notification.   During the week of September 26, 2016 we started the program. This is a very busy week since the program started during this week; I take care of all of the administrative work. I was also previous scheduled for an anniversary weekend with my husband on October 1st, 2nd, and 3rd. I did not return to work until October 4th. During the time that I was gone I received a text message from Ms. [redacted] on Sunday, October 2, 2016 at 8:13pm.…   “Did you ever cancel. I never heard back from you??”   I did not respond to this text message as I was gone for my anniversary weekend. On Monday, October 3rd at 9:38am I received another text message from Ms. [redacted] stating….   “Hi again it’s [redacted], I was wondering if you had a chance to cancel yet? I still haven’t heard anything thing from you..”   I responded to her message…   “Hi! I’m out for the weekend and won’t be in until tomorrow. I’ll have a chance to review your account and let you know J”   Her response…   “It’s been a week since you told me to s bd cancel for my refund Send*”   I did not respond as I was out of town and mentioned that in my previous text to her.   On Tuesday, October 4 at 3:34 pm she messaged….   “I’m sorry not meaning to bother you but did you cancel it yet?? I need to know, do I need to come there for the refund or what. I know you said no before but this is taking longer than I expected.”   I responded,   “I have cancelled the membership. Did you guys move?”   To make a longer story shorter, here is the jist of the exchange.   She mentioned that she did move and I asked her if I could call her and she asked what time and I told her that I would need to look at my schedule.   I needed some time to talk to the team regarding her situation. I am at NO obligation to give her a refund at any time due to our payment and cancellation policy. She cancelled on the day that the program started; She didn’t send any documentation requesting a cancellation.   I called her anyway and left her a voicemail stating that I could not give her a full refund. I was still willing to work with her until she called me back.   Ms. [redacted] did call me back and I answered her call. She was threatening to call a small claims court and Revdex.com. I told her that her threats were not going to get her a refund any faster. At this point I told her that I was not obligated to give her anything due to her late cancellation and our policy that states that all payments for our products and services are non-refundable. However, I told her that the important thing here was that I was willing to work with her and that I had not talked to my team yet regarding her situation.   She continued to text me asking for someone above my office and I told her that I would have [redacted] call her.   That phone call to her got placed aside as we have other important business decisions to make and over 250 clients that we have to take care of as they are the people that keep us going.   [redacted] did call her and left a voicemail.   She did not call him back.   On October 17, 2016 Ms. [redacted] messaged me and threatened again to call a claims court and Revdex.com again. And then we received an email from Revdex.com to answer her complaint.   I will admit that I was totally willing to work with her despite our payment and cancellation policy. However I was in no way obligated to refund her money. After having received several text harassing text messages from her and threats I decided that I would no longer work with her.   [redacted] Co-Owner