Emerald City Athletics Holdco LLC

Complaint: [redacted] I am rejecting this response because:I have never no-showed for my appointmentsThe reschedules we're done by Emerald City staff, not by us, typically because a trainer changed their schedule AGAINMy husband has tried numerous times to get his appointments scheduled, but no one responds to phone messagesIf the matter is not dealt with by the staff, I will be forced to take further action which may be disruptive to other clients' training sessions since there is no way to contact trainers by any other meansIf we are not granted the training sessions due in full, legal action will be necessaryI have kept detailed records of the number of sessions that have been cancelled or no-shows by Emerald City and will be using them to move forward with legal action if this dispute fails Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: this information was already provided to ECA when they requested it and just failed to have a copy on fileI have been charged for several months of the membership and have not used the facilities Sincerely, [redacted]

Hi [redacted] , I am not sure if our emails are reaching you or not It looks like you have a high-level security setting in place I spoke with Erin and she said that yesterday you guys spoke over the phone at around 3:30ish I was going to instruct Erin to make an exception for you and waive the annual club fee and also put a stop payment on the $but it looks like she already did that for you! You should be good to go That being said, I do apologize for this whole ordeal and that it made things rough for you! We are still happy to get you booked for a couple of sessions with a trainer and help you set up a quality workout routine I have also asked Erin to go ahead and extend your "access until" date by an additional two months for you! I want you to know that you are welcome in the club and we are still here for you if you'll allow it.sincerely, Mark

[redacted] enrolled in a membership with Emerald City Athletics on November 6th, She was not able to make here full initial payment that same day so she gave Emerald City Athletics authorization to process the balance owed on November 20th, Only after the balance processed on November 20th, did [redacted] initiate contact to cancel her payment and ask for a refund When [redacted] originally signed up for her membership she signed two different agreements acknowledging the fact that she signed up for a year long membership and for no reason after the initial 3-day cancellation period (required by WA state law) is she able to cancel within the first year We here at Emerald City Athletics go above and beyond to ensure all of our members understand exactly what they are signing before they enroll in a membership We have an additional addendum that is signed at the point of sale that is not part of the actual membership agreement that we go over with the member separately to ensure they understand they are signing a year commitment if that is the membership they choose All of our members also have the option of signing up on a month, month, or month agreement Every member chooses which membership will work best for themSince [redacted] decided to enroll in a year membership, and she was past her 3-day cancellation period she was unable to receive a full refund or cancel her membership Unfortunately, we have no record of [redacted] calling on either November 9th or 10th (we keep a log of every call/message left), nor have we received a formal letter to cancel her membership within the cancellation periodThe only call we have on record for [redacted] was her calling after the payment went through She then acknowledged on the phone with our manager that she in fact did not call to cancel her membership like she has stated here She acknowledged the fact that she did forget to come in and process the cancellation within the three day period if she was indeed relocatingFor these reasons Emerald City Athletics was unable to extend a refund per [redacted] request

It is the member's responsibility to schedule appointmentsIn looking back in our records we found that they have both cancelled, no-showed their appointments, or rescheduled multiple appointments No refund is due, they are both on the "free" portion of their membership Their is no monetary value for the 2nd year of their membership since no money was collected for it hence it being freeWe are still a service based company and more than happy to help them reach their fitness goals Our manager Abbey loves people greatly and is willing to assistWe apologize for the turnover of staff that occurred last year and affected the members who were on a training program, we have since corrected the issues and are providing much better service sincerely, Mark

Hello,
I am writing in response to complaint #*** from *** ***
*** *** signed a month contract with the club on November 28, The terms of the contract state that a member can cancel only after the term of the contract has been fulfilledWhen *** came in to cancel her membership I printed a copy of the contract and reviewed it with herShe began to argue that a friend of hers was able to get out of a contract that unfortunately had nothing to do with her own contract, and that she should also be allowed to be let out of her agreementWe explained to *** the terms of the contract, and showed her where she signed in agreement to the terms, on both the contract and the addendum providedShe stated that she knew the terms of the agreement but was looking for a resolution
When new members sign up, we send out a thank you/welcome email reviewing what comes with the membership and reminding the new member of the month commitmentVery few of our members make an attempt to be let out of their contracts early because we make it very clear before they sign up, when they sign up, and even after they sign up.
To address the concern of poor customer service, our general manager politely and professionally stuck to the terms of the contract
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*** ***
Emerald City Athletics
Club Coordinator
***

***'s membership at ECA has been cancelled per her request. We never received her notarized letter in the club because the postman did not deliver to me as I was not present to receive it. The posy office held it for me and I went and collected it on Friday. I have
reached out to *** via phone and left a detailed message of the situation and notified her that her account has indeed been cancelled and she will have access to the club until 1/27/2017. thanks!

I have reached out to the member and we came to an agreement that works for both parties There was bad communication on our end and for this I offered a complete and sincere apology It is never our intention to deceive or lie to a member or a prospective member for that matter
We have let the member out of her contract early and are not charging an early termination fee nor a prorated amount The member will pay her final bill date on 8/25/and nothing more The member said that this compromise is absolutely fair

We have looked into this situation and found that the member *** ***) entered into a contract of her own accord and willingly Our staff does not force anyone to purchase a training package or even a bottle of vitaminsWe believe in fitness and of coarse are enthusiastic about helping
people to reach their fitness goals sooner than later Yousif knows our systems and protocols and he offered *** a wide variety of training package options that cost different amounts (some more costly than others) *** chose the package that she wanted and it seems that now she is regretting it due to financial hardships We are sorry that she is going through a financial hardship but we are not willing to process a refund for this The amount requested of $1,doesn't make sense based on our records We will discuss the matter with our district manager of Fitness and see if there is anything we can do

Complaint: ***I am rejecting this response because:The information below is not accurate and I still do not feel comfortable attending this gym because I was humiliated by the general manager, *** is not ***'s manager (from my impression that day)I would like the manager/ owner above *** to respond to this. Sincerely,*** ***

ECA did not receive a written form/request for cancellation. The membership agreement that was signed states clearly that no verbal cancellations are allowed. The staff does know this policy as we adhere to it. The ones who are able to go outside of this protocol are: the executives (owners), Customer Relations manager, or Club coordinator and in the past this has only been done on a case by case basis. Regular mangerial staff including the GM himselfFitness directors, or even the weekend managers, are not able to do "over the phone cancellations." Any one that calls into the club and inquires about cancellation is always instructed the same thing: come into the club and sign the cancellation form with a manager, or send in a letter via certified mail from your local post office (which does two things: insures delivery, generates a tracking number for the senders' convenience and proof). So in response to the matter at hand: If the member feels they are entitled to a refund because of a filing mistake on our part we will be willing to do so if the member can providence evidence (IEcarbon copy of the signed cancellation form, or copy of the tracking information from a letter that was mailed from the post office back on that date While we realize this is probably not the answer the member is hoping for, I do apologize There is just simply nothing we can do differently unless we are provided with the evidence of cancellation We keep a paper trail for this very reason -to avoid confusions or the "he said" or "she said's" Sincerely, ECA

Upon sign up with our club, *** was given the option to pay for a temporary membership, but opted for a month-to-month membershipShe was informed of the day notice of cancellation policyPer the contract she signed, a membership will not be cancelled until a cancellation form has been
received from the memberWhen the member came in to speak with a manager about cancelling, she was helped by our general managerShe began yelling at the manager in the lobby and that's when she was asked to leave after signing the cancellation formher cancellation has been processed with no further billing, and she was given a copy of the cancellation form

Hello,
I am writing in response to complaint #*** from *** ***
*** *** signed a month contract with the club on November 28, The terms of the contract state that a member can cancel only after the term of the contract has been fulfilledWhen
*** came in to cancel her membership I printed a copy of the contract and reviewed it with herShe began to argue that a friend of hers was able to get out of a contract that unfortunately had nothing to do with her own contract, and that she should also be allowed to be let out of her agreementWe explained to *** the terms of the contract, and showed her where she signed in agreement to the terms, on both the contract and the addendum providedShe stated that she knew the terms of the agreement but was looking for a resolution
When new members sign up, we send out a thank you/welcome email reviewing what comes with the membership and reminding the new member of the month commitmentVery few of our members make an attempt to be let out of their contracts early because we make it very clear before they sign up, when they sign up, and even after they sign up.
To address the concern of poor customer service, our general manager politely and professionally stuck to the terms of the contract
--
*** ***
Emerald City Athletics
Club Coordinator
***

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

Complaint: ***
I am rejecting this response because:I have never no-showed for my appointmentsThe reschedules we're done by Emerald City staff, not by us, typically because a trainer changed their schedule AGAINMy husband has tried numerous times to get his appointments scheduled, but no one responds to phone messagesIf the matter is not dealt with by the staff, I will be forced to take further action which may be disruptive to other clients' training sessions since there is no way to contact trainers by any other meansIf we are not granted the training sessions due in full, legal action will be necessaryI have kept detailed records of the number of sessions that have been cancelled or no-shows by Emerald City and will be using them to move forward with legal action if this dispute fails
Sincerely,
*** ***

Dear [redacted], I ma sorry that you had these issues and that the communication was not the best. The lack of calls from us to yourself probably is due to the fact that neither AJ nor Owen work for ECA anymore.  When you spoke to Duran he would have given you the correct and current information....

he knows the policies and from my understand, and from your review, it looks like he did explain the there is a notice required to be given if you are going to miss an appointment.  We don't want you to hate us or be unhappy.  please come to the gym when you have a moment and voice your concerns with Abbey, the GM. she will be happy to assist you!Regards,Mark

It is the member's responsibility to schedule appointments. In looking back in our records we found that they have both cancelled, no-showed their appointments, or rescheduled multiple appointments.  No refund is due, they are both on the "free" portion of their membership.  Their is no...

monetary value for the 2nd year of their membership since no money was collected for it hence it being free. We are still a service based company and more than happy to help them reach their fitness goals.  Our manager Abbey loves people greatly and is willing to assist. We apologize for the turnover of staff that occurred last year and affected the members who were on a training program, we have since corrected the issues and are providing much better service.  sincerely, Mark

Hi [redacted], I am not sure if our emails are reaching you or not.  It looks like you have a high-level security setting in place.  I spoke with Erin and she said that yesterday you guys spoke over the phone at around 3:30ish.  I was going to instruct Erin to make an exception for you...

and waive the annual club fee and also put a stop payment on the $42 but it looks like she already did that for you!  You should be good to go.  That being said, I do apologize for this whole ordeal and that it made things rough for you!  We are still happy to get you booked for a couple of sessions with a trainer and help you set up a quality workout routine.  I have also asked Erin to go ahead and extend your "access until" date by an additional two months for you!  I want you to know that you are welcome in the club and we are still here for you if you'll allow it.sincerely, Mark

Complaint: [redacted]
I am rejecting this response because: The information given in the response is false. Your staff was in fact forceful. Yousif doesn’t seem to know all of your protocols. Apparently, the managers are completely oblivious of their dishonest sales staff, or at least one in particular. There is no way I would ‘willingly’ sign up for a contract that requires me to pay $352 a month when I only get $420 from the state and have a small child to take care of. (I will willingly submit proof of my income if you wish) The staff member that signed me up for a membership in the beginning was tenacious as well, using his own disability to guilt me into signing.  The problem is- your staff was aware of my ‘financial hardship’ and had me sign without explaining the part about the 3 day refund policy. I can come in and confront him myself if you believe this to be untrue. The $1,508 comes from the $352, $352, $352, and $452 the final month because a late charge was tacked on.  I have not been in a single day since the incident. I refuse. You guys have diminished my desire to work out at a gym. I know several other people, friends and acquaintances, who also has had issues with this gym as well. I can get signatures and start a petition if necessary.
Sincerely,
[redacted]

[redacted] signed up for a membership with Emerald City Athletic Club on 11/6/2014.  Upon signing up for her membership she paid an Enrollment Fee, and her 1st Month dues only (not her last month dues).  Per our Cancelation Policy, all cancelations require a 30 Day notice to cancel. ...

Any dues or fees owed within that 30 day cancelation are still owed to the club.  Per her agreement, [redacted] was charged a yearly "Maintenance Fee" on January 6th of EVERY year. This fee for 2016 fell within that 30 day cancelation period.  If [redacted] had come in prior to her December bill date to cancel, she would not have been charged this fee.  [redacted] was made aware of this charge when she came in to the club to cancel.  She signed off on her cancelation paperwork that clearly stated her last bill would be in the amount of $60.06 on January 6th, 2016 and she was given a copy of that same paperwork.