Family First Home Care

member stated she canceled membership onlineretro fitness does not offer a cancellation of membership onlinemember spoke with billing company ( [redacted] ) several times about issue [redacted] explained to member in order to cancel membership she must send a written letter to cancel and there is no option to send an e mailmember still has not sent a letterI left message with member to call gym on August 18th at 11:AM to further explainMember has not called back as of yetMember has been informed several times by the billing company on how to cancel membership but has refused to send letterIf it is more convenient for member to stop in gym to fill out cancellation for she can do soaccording to all notes documented by [redacted] member has not contacted gym personally and has dealt with billing company onlythe only e-mail member could have sent was a member experience form which is sent to corporatethis is not a cancellation request it is simply a member experience formthis form is directed to retro corporate as feedbackplease feel free to call me with any questions as I would like to rectify the issue as soon as possiblethank you

Complaint: ***
I am rejecting this response because:I am not mistaken, I have screenshots of everything and I have the email confirmation that states nothing about canceling any other way....I have attached everything in the past and I am so disgusted over this, please send the the audit of when the website was updatedAfter I complained it was changed obviouslyWhy would you have an option to cancel that's not a real option??? Oh but waitThere's a clause in fine print ??? You are the one that's mistaken, now the website states otherwise Keep the $70.00, you lost a loyal customer over this ridiculous issue
Regards,
*** ***

I am responding to the members response. The member is mistaken. She went on the membership experience form which specifically states corporate can not cancel a member's membership through this form! The firm has the member check off the subject they are having a concern about. It is not a way of cancelling a membership. If the member would go on the website she will see it states you can not cancel membership through this form! I am willing to cancel her membership at this point despite not receiving the proper documents. [redacted] has been explaining this to her and asked her to send a letter. Member has refused.Once again I am willing to cancel her at this pointThank you[redacted]

member stated she canceled membership online. retro fitness does not offer a cancellation of membership online. member spoke with billing company ([redacted]) several times about issue. [redacted] explained to member in order to cancel membership she must send a written letter to cancel and...

there is no option to send an e mail. member still has not sent a letter. I left message with member to call gym on August 18th at 11:40 AM to further explain. Member has not called back as of yet. Member has been informed several times by the billing company on how to cancel membership but has refused to send letter. If it is more convenient for member to stop in gym to fill out cancellation for she can do so. according to all notes documented by [redacted] member has not contacted gym personally and has dealt with billing company only. the only e-mail member could have sent was a member experience form which is sent to corporate. this is not a cancellation request it is simply a member experience form. this form is directed to retro corporate as feedback. please feel free to call me with any questions as I would like to rectify the issue as soon as possible. thank you.