Dragonfly Health & Fitness, Inc

Facility was asked to cancel my membership due to our moving but has not. Charges are not consistent with what actually transpired.I placed my account on hold for May 2015, June, July and to reinstate in August 2015. The charge is $10/month. I had called to see if they did holds during summer when preschool teachers such as myself at that time have no income. They said they do.Our family found a home to buy in July. I notified [redacted] in July 2015 that we were moving to another county and city well enough away that my contract would qualify for cancellation. I mailed letter requesting such *they state they didnt receive. I gave an executed contract with our new address as proof of residency *used said contract to enroll our children in public school system, but Dragonfly Fitness claims this was not sufficient proof.I emailed Dragonfly the trash removal bill in my name and in my new address they still said this is insufficient to cancel membership. I have no utilites in my name other than trash removal, all in my husbands name. Meanwhile they are now charging me full 29.99 for August, September, and October and every day I receive a notification that they are attempting to draft my bank account for the fees despite my declining them to do so. Owners are insisting I owe Aug, Sept, and Oct membership as well as April, May, June, July months on hold. I paid a full membership in April. I should only be charged for May, June, July hold which totals $30. I gave a 30 day notice in July. At most I would owe $15 additionally for half of August. A total of $45. I sent a check in mail with another written request to cancel my membership as well as their plastic key ring, that I had mistakenly had still in my possession. They have threatened collections but we are in a clear dispute and I have provided 2 different proof of address that are acceptable for the State of North Carolina and still they are not accepting them. I cannot change utiity bills so I am stuck in a bad situation that is going to snowball out of control.Desired SettlementBusiness should cancel my membership effective August 2015. Accept the $30 or $45 dollars and make my account paid in full.Business Response Contact Name and Title: [redacted], OwnerContact Phone: [redacted]Contact Email:[redacted]Dragonfly Health & Fitness[redacted]To Whom It May Concern:This letter is in response to Ms. [redacted], Revdex.com Case # [redacted].On April 24, 2015 Ms. [redacted] requested a membership freeze due to financial hardship which we normally do NOT do. The owner, [redacted], went ahead and suspended her contracted signed Annual Membership Agreement for 5 months at $10 per month, which she was never charged for and still owes. Her membership was set to reinstate on 9/30/15 for the regular annual membership term. 4/30, 5/30, 6/30, 7/30 and 8/30 @ $10 per month = $50 TOTAL for Membership FreezeOn 7/11/15 Ms. [redacted] emailed asking about canceling her membership due to moving. On 7/17/15 we responded letting her know our policy for cancellation when someone has moved out of the area:We require 30 days written notice to be delivered in person or via certified mail, return of they key tag and proof of change of address in the form of a utility bill in order for us to discontinue an agreement due to change of address. On 8/7/15, Ms [redacted] sent an "offer to purchase" via email, and we responded and told let her know we needed a utility bill to cancel. An offer to purchase is not proof of moving, it is simply an offer to purchase a home. Ms. [redacted]'s membership agreement reinstated on 9/30 as it came off the FREEZE status. Her card was declined for the $29.99 as we had not received a utility bill as proof of change of address. That $29.99 went past the 5 day grace period so she was assessed a $25 late charge as is clearly delineated in the contract. Ms. [redacted] then submitted an emailed waste bill on 10/6/15, that was not an acceptable proof of change of address document. Again, we indicated that we required a utility bill from the phone company, electric bill, gas bill, water bill that has her name and address on it. It should be noted that we do not normally freeze for financial reasons, but we wanted to help Ms. [redacted] and do her do a favor so we only charged her $10 per month saving her $100 through the summer. Ms. [redacted] claimed financial hardship yet she went and purchased a new home. We let Ms. [redacted] know that we are willing to only charge her the $50 for the membership freeze + the $29.99 for September + $29.99 for October + $25 late charge for a total of $134.98. At this time Ms. [redacted] still owes us $134.98, we feel that we have done business with 100% integrity

I submitted a letter to cancel the automatic renewal of my Team Personal Training and found they the owner did not cancel service.I joined Dragonfly Health and Fitness on October 28, 2015 on a month to month basis for the Team Personal Training program. In November 2015, I switch to a six month contract for Team Personal Training which would cover the months of December, January, February, March, April, and May. In April, I had an office meeting with [redacted] to discuss cancelling my automatic renewal of the Team Personal Training. During this conversation she asked [redacted] to come into the office. We discussed that I would not be in the state very much during the summer months and this is why I was cancelling. The owners advised me that I could suspend my membership. I stated that I would like to cancel my Team Personal Training membership but suspend my membership until September 1st and I would like to resume the membership with just a basic gym membership. They said fine, but I still had to submit a letter of written notice to them. On April 21, 2015, before my 12:00 Team Personal Training Class, I submitted the following Written notice: [redacted] and [redacted], I am writing to inform you that I will not be renewing my team Personal Training membership at the end of May. I would like to suspend my membership until September 1, 2016 and then start up again with the regular gym membership if possible. Thank you for a very enjoyable experience. [redacted]. (Letter can be furnished.) A few days later [redacted] stopped me to discuss the letter, but due to my schedule I was unable to talk with him. The next day, when I was at the gym, I found [redacted] and he advised me that [redacted] advised him that the date that my membership is to resumed is in the letter and all is good, no need to talk. The letter of cancelling my automatic renewal was submitted more then 30 days before the automatic renewal date. On June 9th, I was checking my credit card statement and found that on May 28th, 2016, Dragonfly charged my account $99. I immediately called Dragonfly and asked to speak with either [redacted] or [redacted]. Neither was available. I asked if they would have one of them contact me. I was asked what it was in reference to and I gave a detail description of the situation. No return phone call from the owners. On Monday, June 13, I called and left another message requesting a call back. No returned call. On June 14th, I stopped by Dragonfly at 11:00 am to discuss refunding the $99 to my credit card but the owners were not in. My message from the day before was still there at the receptionist and I was also advised that [redacted] was informed multiple times to contact me. It appears they have renewed my Team Personal Training membership even after I requested via written notice that it be cancelled. Desired SettlementI am very upset that my credit card was charged $99 and I have found that they have renewed my Team Personal Training Membership for another 6 months. The owners have not returned my phone calls. I want the membership cancelled and the funds credited to my credit card. Terminating this relationship. The business owner and I have meet and he has successfully refunded all the money. Since he is a small business owner, this issues was an error on his part, he corrected the error.

Dragonfly charged me for services after I canceled my contract. They have not refunded the charges and are avoiding my phone calls and emails.On June 14, 2015, I provided written notice that I needed to cancel my membership because I had moved out of state. It was also 30 days before the end of my contract. The terms of the contract state that to cancel the contract, written notice must be provided at least 30 days prior to the end of the contract. The following morning, someone from the business replied to my email saying that they needed proof of my new address and instructed me to mail my key card if I still had it. I sent a copy of my renter's permit via email and sent my key card in the mail to the address the team member provided me. It should be noted that there is nothing in the contract stating that these materials are required for membership cancellation.No one ever responded to my second email, so I called to ensure that everything has been handled. A female staff member answered the phone and assured me that the business had received the email, but she would follow up with the business owner, just in case. I assumed that everything had been taken care of.On August 14, 2015, I received an email saying that Dragonfly had attempted to withdraw money from my account and also gave me a $25 fee for not paying. Upon reviewing my bank statement, I saw that I had been charged $100 for July as well. I called the business and left a message for the owner. He emailed me with instructions on how to cancel my membership on August 17, 2015. I emailed an explanation on August 18, 2015 that I had already followed those steps and that I was still being charged for a membership. I did not hear back for a week, and only after I had sent another follow-up email.On August 25, 2015, the owner emailed stating that he canceled my account and refunded the August membership fee. I responded on the same day explaining that I should not have been charged for July, since I had submitted a notice for cancellation 30 days in advance (June 14, 2015), in accordance with the contract terms. The owner did not respond. I sent two follow-up emails: one on September 1, 2015 and one on September 7, 2015. On September 7, 2015, the owner explained that he would look into the issue the following week. I did not hear back from him. I sent a follow-up email on September 12, 2015 and on October 4, 2015. I also called the business on October 9, 2015. The person answering the phone said that the owner was available, but after attempting to transfer me to the owner, the person said that the owner was busy and would return my call.Desired SettlementThe resolution I am seeking is for the owner to address my concerns and refund the $100 July membership fee.Business Response Contact Name and Title: [redacted], OwnerContact Phone: [redacted]Contact Email:[redacted]Dragonfly Health & Fitness[redacted]October 12, 2015 To whom it may concern,This letter is in response to Ms [redacted] and her claims submitted to the Revdex.com, claim #: [redacted]We received an email from Ms. [redacted] on Sunday June 14th indicating that she had moved to [redacted] and inquired about how to discontinue her membership. It should be noted that Ms. [redacted] account ran on the 14th of every month. A return email was sent on Monday June 15th indicating that Ms. [redacted], per her signed Agreement would need to submit written notice to be delivered in person or via [redacted] and the return of her key tag 30 days before the next draft. Two weeks later, on July 1st we received an email back with a photo of a piece of paper indicating that she is allowed to occupy a dwelling. It should be noted that this is not a lease, utility bill or mortgage statement or any other sufficient document. This is not written notice delivered in person or via [redacted] or return of the key tag. Which is stated clearly in the agreement.We then received a phone call from Ms. [redacted], and the owner, [redacted], promptly responding via email on August 17th again indicating that we needed to receive written notice delivered via [redacted] or hand delivered with return of the key tag which had still not been received at that time. On August 25th, the owner, [redacted] emailed Ms. [redacted] and said, " Normally the permit is not sufficient, it must be some type of bill connected to the house. I looked back and it looks like you submitted the email with the permit in the beginning of July. That means the July draft would still hit. I went in and cancelled the account and took out the August draft and twenty five dollar fee." To be clear, the July draft was charged however he went ahead and cancelled the contract and waived the $25 late fee that was assessed to her account. Which did not need to be done. Note further that given the 30 day notice policy the July draft is a legitimate charge since she did not submit anything until the 1st of July. Which Ms. [redacted] lied about when stating she submitted notice on June 14th. I have submitted the emails dated on July 14th where Ms. [redacted] asked how to cancel and the response email on July 15th telling her how to do it. I am also submitting the email on July 1 from Ms. [redacted] with a occupancy permit connected. That alone proves the July 14th draft is legitimate. I am also including the email from August 25th letting her know I refunded the august draft as well as the late fee to make her happy. Consumer Response Before I respond to the owner's statement, I need to report that the owner, [redacted], emailed me personally and threatened me with collections for money that I do not owe him. He threatened that if I do not withdraw my complaint from Revdex.com, he would charge me for several months of membership dues, send collections for the money, and ruin my credit. Bullying and intimidation tactics are not a professional means of conflict resolution and only add to the complaints I have with this business. His behavior is completely unacceptable.The owner's response confirmed what I had detailed in my initial complaint: I submitted notice 30 days before the end of my contract detailing that I needed to cancel my policy, and despite this, the business drafted a membership fee the following month. The membership contract specifically states that a 30-day notice needs to be given before the end of the contract, which I did. It states nowhere in the contract that I need to submit proof of residence to cancel my membership. The business owner and staff have given me information conflicting both with the contract and with each other. Even after I sent copies of his staff's emails and referred directly to the contract, the owner will not admit that I was given incorrect information. His unwillingness to address or look into the issue is highly unprofessional and poor customer relations.The owner states in his response that I lied about submitting a notice on June 14 that I needed to cancel, yet he provided Revdex.com with a PDF copy of that very email I sent on June 14. Please see his attachment as documentation that I gave a notice of cancellation on that date.Additionally, the owner made several false statements in his Revdex.com response. He states that his email on August 17 to he indicated "that we needed to receive written notice delivered via [redacted] or hand delivered with return of the key tag which had still not been received at that time." This is incorrect. He changed the wording to reflect the language of the contract and make it seem as if he had given me the correct information. Here are his words from the August 17 email, copy-and-pasted: "I have a note here that says you called about cancellation of your [redacted] membership. in order to cancel you need to submit written notice stating your reason for cancellation and returning of the keytag 30 days before your next draft." It should be noted that the contract says nothing about requiring the key tag to be turned in as a condition of cancellation, but I did turn in it anyway.The owner made another false statement when he said that his staff emailed me on June 15 "indicating that Ms. [redacted], per her signed Agreement would need to submit written notice to be delivered in person or via [redacted] and the return of her key tag 30 days before the next draft." Here is the June 15 email, copy-and-pasted: "Thank you for you inquiry, to cancel your membership you must mail us a bill with your new address and your full name on it just for verification purposes and your key tag if you still have it. Our address is [redacted] in [redacted]. Thank you very much for letting us know [redacted] and we wish you the best!"Again, the owner lied to make it seem like his staff had given me the correct information.I cancelled my membership in accordance with the terms of my contract; therefore, I should not have been charged for July.