Initial Business Response / [redacted] (1000, 17, 2015/05/29) */ Upon enrollment for membership, the customer was charged a [redacted] Joining Fee which is a standard charge for new membersHowever, at the time of his enrollment, we were "waiving" all joining fees for new membersIn this particular instance, the customer was being served by a new employee on her first day of work after her shadow trainingThe new employee enrolled two new members that day and mistakenly charged them both the joining feeOn the next business day, through our quality control processes, the mistakes were recognized and both new members were notified immediately with potential options as to how we could correct our mistakeIf this customer's complaints of our "bad business" practices were accurate, then we easily could have swept the mistakes under the rug and no one would have known otherwiseBut, that is not how we do business as we are an organization founded on [redacted] principles The options that both customers were given for us to correct our mistakes, were either to have a check cut back to them during our next check processing date (which was several days if not a couple of weeks out) or to have an immediate credit put on the account to be used for future paymentsThe other customer that was overcharged, whom we have a very positive membership experience with to this day actually presented a 3rd option; they chose to donate the overcharge to our organization as they were able to recognize there was human error and the attempt to correct itRecognizing our organization as a the leading Non-Profit organization for Youth Development, Health Living and Social Responsibility, they wanted the overcharge to be put toward our programming that is offered to our community through our services As for this customer, he chose to receive the refund check knowing it would not be an immediate solutionAnd, instead of recognizing the human error and the attempt to fix the mistake on our part, he immediately try to generate bad publicity and negative perception over a mistake that he otherwise would have never known about if we didn't notify him ourselvesSo as promised, on the next check processing day (which turned out being a couples weeks away), his refund check was processed, he was called and presented with another option to either have the check mailed or he could come pick it upHe chose to pick it up and came in later that day to do soAt the time of this exchange, no other formal communication was given about his desire to terminate his membership as he is now claiming Anytime we receive a request to terminate membership, the customer is asked to fill out a termination form or submit a written form of notice days prior, this customer did neitherIn addition, upon enrollment the customer initialed and signed that he understood all of these policies and what the expectations were if he ever chose to terminate his membershipSo, even after acknowledging the expectations, the customer failed to comply Two months pass and we receive a call from this same customer claiming about being charged for the last two months of membership in which he did not use nor submitted any written form of terminationAt that time, he was reminded of our policies and expectations surrounding termination of membership that he signed off onRecognizing that the customer was disgruntled and claims he was unaware of the policy, we terminated the membership immediately over the phone (which is not business practice and the exception was made)in order to accommodate the situationIn this instance, the day written notice was still not given as the policy states is requiredSo technically, if we were to follow the policy that the customer initialed that he was aware of we "could have" charged him one more month of membershipBut instead, we chose not to charge the remaining month of membership essentially letting them out of their "contractual" obligation to make the final payment What this customer is failing to recognize is that we have already accommodated both our own mistake in the initial [redacted] charged joining with a refund check, and his own mistake by not following the proper procedures for membership termination and releasing him from his obligation to make the final payment From our position, no further actions will be taken in this case with this customer
Initial Business Response / [redacted] (1000, 17, 2015/05/29) */ Upon enrollment for membership, the customer was charged a [redacted] Joining Fee which is a standard charge for new membersHowever, at the time of his enrollment, we were "waiving" all joining fees for new membersIn this particular instance, the customer was being served by a new employee on her first day of work after her shadow trainingThe new employee enrolled two new members that day and mistakenly charged them both the joining feeOn the next business day, through our quality control processes, the mistakes were recognized and both new members were notified immediately with potential options as to how we could correct our mistakeIf this customer's complaints of our "bad business" practices were accurate, then we easily could have swept the mistakes under the rug and no one would have known otherwiseBut, that is not how we do business as we are an organization founded on [redacted] principles The options that both customers were given for us to correct our mistakes, were either to have a check cut back to them during our next check processing date (which was several days if not a couple of weeks out) or to have an immediate credit put on the account to be used for future paymentsThe other customer that was overcharged, whom we have a very positive membership experience with to this day actually presented a 3rd option; they chose to donate the overcharge to our organization as they were able to recognize there was human error and the attempt to correct itRecognizing our organization as a the leading Non-Profit organization for Youth Development, Health Living and Social Responsibility, they wanted the overcharge to be put toward our programming that is offered to our community through our services As for this customer, he chose to receive the refund check knowing it would not be an immediate solutionAnd, instead of recognizing the human error and the attempt to fix the mistake on our part, he immediately try to generate bad publicity and negative perception over a mistake that he otherwise would have never known about if we didn't notify him ourselvesSo as promised, on the next check processing day (which turned out being a couples weeks away), his refund check was processed, he was called and presented with another option to either have the check mailed or he could come pick it upHe chose to pick it up and came in later that day to do soAt the time of this exchange, no other formal communication was given about his desire to terminate his membership as he is now claiming Anytime we receive a request to terminate membership, the customer is asked to fill out a termination form or submit a written form of notice days prior, this customer did neitherIn addition, upon enrollment the customer initialed and signed that he understood all of these policies and what the expectations were if he ever chose to terminate his membershipSo, even after acknowledging the expectations, the customer failed to comply Two months pass and we receive a call from this same customer claiming about being charged for the last two months of membership in which he did not use nor submitted any written form of terminationAt that time, he was reminded of our policies and expectations surrounding termination of membership that he signed off onRecognizing that the customer was disgruntled and claims he was unaware of the policy, we terminated the membership immediately over the phone (which is not business practice and the exception was made)in order to accommodate the situationIn this instance, the day written notice was still not given as the policy states is requiredSo technically, if we were to follow the policy that the customer initialed that he was aware of we "could have" charged him one more month of membershipBut instead, we chose not to charge the remaining month of membership essentially letting them out of their "contractual" obligation to make the final payment What this customer is failing to recognize is that we have already accommodated both our own mistake in the initial [redacted] charged joining with a refund check, and his own mistake by not following the proper procedures for membership termination and releasing him from his obligation to make the final payment From our position, no further actions will be taken in this case with this customer