Dycon Pest Control

Our membership was authorized by the member who provided his method of billing for membership duesHe also authorized understanding our cancellation policyA copy of the agreement was provided to him for his records at the time of joining on 12/30/Though we ask our members to uphold our agreement, as we feel that we have, in the essence of great customer service we have refunded [redacted] card he provided for membership dues for his January and February dues

[redacted] , referred to as [redacted] in our database, cancelled her membership in our [redacted] location effective March 31st Our entire company went through a system wide billing conversion in the month of November and errors outside of our control occurred where [redacted] was consequently billed [redacted] contacted our corporate office on February 1st making us aware of the charge on her account Once notified by [redacted] we address the issue, explained to her what happened, apologized for the error, and followed through with her request [redacted] 's request was granted yesterday, February 7th as our Member Service Director indicated her membership has been cancelled, all account information has been removed from our system, and a check in the amount of $is being sent to the address she provided in her e-mail.Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and ONCE the actual PAYMENT has been received, I will find that this resolution is satisfactory to me Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I look forward to receiving my refund, and if I do not, I will pursue this Sincerely, [redacted] ***

[redacted] had contacted our Member Services Department inquiring about a balance that he was being contacted about via phone and we provided him with a response on 12/8/At that time I had provided [redacted] with a copy of his cancellation form dated 1/28/14, which he completed at the club and authorized, stating that he had a balance owed of $This balance was for the decline of his April dues ($21.26) and May Maintenance Fee dues ($41.48) plus the two service fee associated with the declines which totaled $I had also let [redacted] know that we recently changed our collection agencies and therefore the new agency was working to retreive old debtsThough we ask our members to uphold our agreement authorized at the time of joining, as we feel that we have, in the essence of great customer service we have waived the past due balance owed and notified our collection agency of the change in order to prevent any further attempts to collect the funds***'s credit was not effected by this process

A complaint was issued by [redacted] on November 21st in regards to a billing discrepancy Our member services department immediately responded to [redacted] the same day making [redacted] aware that errors outside of our control occurred during our billing software conversion, resulting in some past memberships incorrectly reactivating, thus being billed We reassured [redacted] that preventative measures had been taken to ensure the problem no longer occurred and all of [redacted] 's billing information was taken out of our software system, and her membership was cancelled We notified [redacted] in that same e-mail that a refund in the amount of $was owed to her Due to the policies of the 3rd party billing system we work with, we can only process refunds in the form of check This was also stated to [redacted] in the original e-mail sent on November 21st Once the request was approved, a reimbursement check would be sent out to the address that [redacted] provided [redacted] responded to our correspondence days later on December 21st requesting when she would receive her reimbursement check Our member services department forwarded the original message that was sent on November 21st, letting [redacted] know that we were waiting for her to provide an updated address that the check could be sent to Once we received [redacted] 's address, we sent her reimbursement check in the amount of $ [redacted] should have received her reimbursement check through the postal system because nothing has returned to our corporate office I consider this case closed

[redacted] was billed incorrectly for the month of August due to a staff error She received a late fee on her account in the amount of $because our billing company was unable to honor her monthly payment of $for the month of September In accordance with Amanda's membership agreement, our member's will incur a $late fee if our billing company is unsuccessful in pulling the funds from their account on the due date Amanda was responded to by our Member Services Department on October 6th indicating that her $late fee was refunded back to the card we have on file and we credited Amanda a free month for November's payment A phone call was placed to Amanda's number that is provided in the complaint to verify this information on October 17th at 11:30am by our Vice President, Desiree Sabo, and Amanda's voicemail was full and could not accept messages at that timeThis is notice that Cardio Express closed the matter with [redacted] by refunding the $late fee and giving Amanda a free month in November Thank you, Member Services DepartmentCardio Express Fitness Centers

*** *** contacted our Membership Services Department on November 18th notifying us that she was billed in the amount of $41.48. A response was provided within our two business day window on Monday, November 21st expressing our sincere apologies for the draft.
*** was notified that her membership was billed in error during our recent software conversion. All of ***'s billing information was removed from our software system and she was notified that her membership is cancelled. We requested *** provide her bank statement so we could verify the charge went through. Once *** provided us with the information on November 23rd we made her aware that a check was sent to the address she provided in the amount of $on December 7th 2016. We apologized for the delayed response as November 24th was a holiday and our office was closed until November 28th. *** e-mailed our Member Services Department once again on December 19th to inquire about her refund check. Our Member Services Director replied the same day and confirmed that the refund check was sent to the address *** provided. Our Member Services Director requested *** confirm the address once more to be sure the check was received. We have not received any returned mail and *** has not responded to the e-mail last sent to her on December 20th Per ***'s request we have granted her a refund of the money drafted from her account

Please be aware that an email confirmation of refund and cancellation was provided to Tara on 9/15/We wish her well with her health and fitness journey

Complaint: ***
I am rejecting this response because: I have a receipt for the trainer cancellation that is signed by both the trainer and myself I was still billed for two months after that and after the first extra bill I asked to talk to a manager at the gym.The attendant on duty said I could not meet, call, or write but that a manager would call me at their discression That never happened Four days later I went to the gym to try again and was told that my membership was revoked and that I was not allowed in the gym any more At that time I demanded, and got a signed receipt of membership cancellation which said immediate At that time I called my visa card company and contacted you I have gotten e-mails this week of credits for my bills in error (my words) Things appear to be resolved but I want to stay on record that I do not believe that this has been my fault I am now a member of another gym that does not do automatic payments.I do appreciate the help of the Revdex.com and do not require further assistance
Sincerely,
*** ***

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*** *** *** *** *** *** contacted our Membership Services Department on December 6th, in regards to her billing
inquiry and received a response from our Member Services Director the same day. *** was notified by *** staff and our Member Services Director that errors beyond our control occurred during our recent software conversion that took place in November 2016. *** was notified that her membership was cancelled effective immediately and all billing information was removed from our database. We notified *** that we wanted to issue her a refund in the amount of $immediately; however, we needed *** to verify her home address so a refund check could be mailed. We have not received a folle-mail from ***, therefore a refund check has not yet been mailed Thank you

From: Member Services [mailto:***] Sent: Wednesday, July 06, 1:AMTo: ***Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint ***Thank you for contacting our Member Services DepartmentPlease accept this
email as confirmation that your inquiry was receivedOur members and their concerns are our highest priorityYour message is important to us and we will respond as soon as possible We appreciate your patience and thank you for choosing Cardio Express!-- Kristen

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

It appears as though there may have been some confusion with our cancellation policy when *** asked to cancel his membershipOur cancellation policy is both on the member's agreement and online on our website for his review. In order for us to cancel a membership, PT or gym, we must have
written documentation of the change with signature of approvalWe do this for ourselves and our membersWhen the member comes into the club to cancel, they will receive a copy of the completed cancellation form so that they have documentation of the cancellation for their recordsIf it is not convenient forthe member to stop into a club, we require that the member send a cancellation letter certified to prevent any delays from processing the cancellationWhen the member sends a letter certified they will receive a confirmation in the mail that the club received the letter which provides them with the confidence that it will be processedUnfortunately we did not receive a cancellation form or certified letter with ***'s intent to cancel his membership and therefore his membership was not cancelled.Our Management Team had reached out to our Member Services Department explaining that though *** had not cancelled per our cancellation policy, they wanted to find a way to provide him with a positive experienceAs a courtesy we had cancelled both the personal training membership and the gym membership for him effective immediately to prevent any further billingIn addition, a refund ($191.43) for his November personal training was providedThe October personal training that *** has mentioned was not processed so we waived that amount for him and cancelled the invoice. In regards to ***'s membership, after reviewing his Revdex.com complaint, we were unaware of his request for a refund for October and November ($21.24)At the time in which *** had stated he had requested to cancel he was still well within his month commitment periodThough we ask our members to uphold our agreement, as we feel that we have, in the essence of great customer service we have since provided *** with his request for an additional refund for October and November dues paid for his gym membershipHe should see that amount return back to his account within the next hours or so

Our Member Service Department does show correspondence with the member regarding his dispute of the maintenance fee associated with his membershipFirst, we have apologized for any confusionWe have also explained that anyone who has joined or renewed their membership after May 1st, is
subject to the annual maintenance feeOur membership agreement states that if your dues are payable monthly, you will be charged an annual maintenance fee of $(plus applicable taxes)The day in which the annual maintenance fee is determined is by the joining date on the agreementThe maintenance fee will also be automatically billed to the electronic account we have on file no more than once per calendar yearWe apologized to *** for any inconvenience that this has caused and asked him if he would like a copy of his signed membership agreement for his reviewWe pride ourselves on transparency and therefore make sure that all portions of the agreement are explained in full prior to requesting authorizationThe maintenance fee is disclosed in bold wording on our agreements and explained in detail. A copy of the member's agreement can be provided should that be required

From: Member Services [mailto:***] Sent: Tuesday, July 12, 9:AMTo: c***Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #***Thank you for contacting our Member Services DepartmentPlease accept this email as confirmation that your inquiry was receivedOur members and their concerns are our highest priorityYour message is important to us and we will respond as soon as possible We appreciate your patience and thank you for choosing Cardio Express!-- KristenMember Services DirectorCardio Express Fitness Centers

We are more than happy to provide him with his requestPlease know that as a courtesy *** membership is canceled and resides with a zero balance

Complaint* ***
I am rejecting this response because: This has been going on since March 2016, with me going to the gym monthly from March-May to resolve this issue. The response by the staff hasn't been good; they've been given the same card each month. it's not the billing company's fault, it's the people at the gym taking the card that have been unable to rectify the problem I was a witness to my daughter Stefanie, who cancelled her membership and was told it was paid in full, continually harassed over the cancellation policy, the inconvenience to my daughter and I should be worth more than $10.00. To fully resolve this issue, you'll need to waive the last cancellation payment for my daughter and stop harassing her over $10. I have been a member for over years and I don't feel I should have had to come back repeatedly to have my issue resolved; as a result you've lost two members instead of having a total of three from my family. In closing, it hasn't been Kristin or the payment company's response that's been the problemIt has been the staff at the gym that has been the problem. If someone from corporate had called me directly the first time we wouldn't be in this positionMy phone number has been on every email, and every messageMy last correspondence was with Margie on the phone, (the gym manager) - and yet my son had to pay the balance of his membership in June because once again, he was told the membership hadn't been paid (which was on my card).So no, the problem wasn't resolved after May, once again Thank you
Sincerely,
David G***