Farrell's Extreme Bodyshaping

I have been told that we were able to make some changes at the customer's home Notes on the trouble ticket say that the inside wire was changed To our knowledge, this issue has been resolved If it has not, or if other issues come up, we would ask Mr [redacted] to contact our office during business hours at [redacted] and the technicians can help him directly [redacted] Northwest Communications [redacted] From: [redacted] Sent: Tuesday, October 17, 11:AMTo: ' [redacted] Subject: complaint We received the complaint from [redacted] * [redacted] assigned the ID of [redacted] He is having issues with his Internet service staying onlineWe have created a trouble ticket to look into Mr [redacted] s service issue Preliminary tests show that an issue is present that would cause degraded Internet service Our technicians have determined that the cause of the issue is inside of the customer's home, and we will need to make an appointment to get inside A note was left for Mr [redacted] to contact us to make that appointmentPrior to this complaint, we have not had any trouble tickets for Mr [redacted] Please let me know if you have any further questionsThank you [redacted] Northwest Communications [redacted]

He is disputing our install fee of $Mr [redacted] was told of the install fee when he signed up for service We charge this fee on all Cable Modem installations The technician, whether an employee or a contractor would not collect that install fee, it would be billed to the customer The technician was merely stating that they do not collect a feePlease let me know if you have any further questionsThank you [redacted] Northwest Communications [redacted] 715-268-

I am rejecting this response because: The owners, by admission, have left out several verbal and private messagesThey cited only short excerpts, which is disheartening. It certainly paints a different picture, but despite it, clearly I was still reasonable in trying to offer other solutions acceptable to me, like purchase of their used equipment with my creditSadly, these people had become my friends as did many members of this gym (still mutual friends)I was careful becayse I did not want confrontation but it is unfortunate that the unwillingness to reimburse me as promised, has caused riftsAs a potential franchisee myself, I would want to operate my business above reproach I am requesting restitution as I was told I would be made wholeI too, have learned a lesson, which is never to make financial agreements with friendsIn small business, integrity is everythingTo provide insight, I am intimately familiar with the business of this franchiseI had also made my own trip down to the Iowa headquarters and was given the (Franchise Disclosure Documents) FDDI know that it costs the owners nothing extra to run their scheduled classes especially with such forward notice of cancellationThe session was still held in January and classes still needed to be staffed forWhat I lost out on was the: $271, in addition to the manual, wraps, gloves, nutrition class and form class that come standard with the week membership In the end the fact remains. We paid for goods and services that we never receivedAn agreement was never reached on the two months membership credit noted, but was an attempt to try and illustrate that something was done after the factThe gym credited these fees following termination of my FIT membership to cover that they unfairly kept my remaining week fundsI am pleading for this business to do the right thing and refund the remaining $271, for the sake of their integrity as a business and reputation in the marketplace

He is having issues with his Internet service staying online. We have created a trouble ticket to look into Mr*** service issue. Preliminary tests show that an issue is present that would cause degraded Internet service. Our technicians have determined that the cause of
the issue is inside of the customer's home, and we will need to make an appointment to get inside. A note was left for Mr*** to contact us to make that appointment. Prior to this complaint, we have not had any trouble tickets for Mr***. Please let me know if you have any further questions. Thank you *** ***
Northwest Communications***

Thank you for bringing this formal complaint to our attentionWhile we don’t like to lose any clients, and we certainly do not want them to leave unhappy, we feel we made a reasonable effort to appropriately address this issue with this former clientThe complainant transferred from the Blaine
Farrell’s eXtreme Bodyshaping to our location in Lino Lakes on January 12th, Each business is independently owned and operatedFor clarity, she had paid in full at the Blaine location through April of 2016, so we did not start receiving payments from her until May 18th, 2016, which was for a Month to Month membershipAs she stated, we had no issues with collecting payment from her for her membershipThe complainants husband purchased a 4:30pm 10-week session from us online on November 25th, for the Black Friday discounted price of $At no point during any of the discussions did we hear from him to cancelAs part of the terms and conditions that he agreed to when purchasing the agreement, it expressly states “Pre-paid tuition is not refundable and non-transferrable.” Further in the agreement it states, “This enrollment may be cancelled within three business days of the transaction date except where enrollment is for a week or other time defined program with limited participant capacity.” The complainant first asked for a refund for her husband on December 16th via Facebook MessengerDetails of the message can be provided upon requestThis was days after he enrolledWe did not respond to this message the day it came inShe then sent another message on December 19th, that stated: “If this can’t work, I think I am month to month so I could just find something else but that would be sad for meI really enjoy it at LinoJust let me know so we can make proper arrangements.” We responded the same day and said: “, sorry for the delayed responseWe can’t give refunds for enrollments, but we can delay his membership until Spring SessionWill that work?” She replied: “I don’t think so because then t-ball startsNo big deal, we will figure it outThanks though! How much notice do I have to give? We just need one of us home in the evenings for hockey by January 19th.” We replied: “We would hate to see you goThere’s not another way for you to work your schedules out? We have a 30-day cancellation policyLet us know what you would like to do.” There were more messages back and forth about personal logistics and then she sent this message: “Not sure if this would be an option but if you could, I would accept his enrollment fee as credit towards my months but if there is some new member quota or something, I understand if you cannot do thatJust a thought.” We did not respond via messenger on this subject after thatThe complainant approached one of the owners at the gym between classes when it is rather busy, and asked about the last messageHe stated something to the effect of; “We can try to work something out.” As far as memory serves that is where it endedOn January 20th, 2017, we received a messenger message that said: “HiMy husband just informed me that there are still FXB auto withdrawals coming out of our accountDid you figure out how to manage the session fee we paid?” We had not agreed to stop payments and we did not reply to this messageThe complainant sent another message on March 28th, There is a lot of personal information in that message that I won’t share, unless it is requested, but in the message, she wrote: “…It was mentioned that we could work something out in thisI just thought I would check to see what solutions are possible? Can I buy a heavy bag maybe and some bands to spend some of it down? I had thought that my monthly membership fees would be held awhile but has consistently been withdrawnJust trying to be flexibleLet me know…” We responded the next day: “Hey I meant to respond yesterday but was super busyWe spoke about this and we can’t give you a full refundWe were very disappointed when you told us could not fit this into his schedule and then he joined We have a no refund policy after days of signing upHowever, we are willing to put this toward two months of your membershipIf this works for you we will stop the next two payments.” We proceeded to comp her for the April and May Payments of $each for a total of $Being that the membership in dispute was not even hers, we felt this was a fair approachShe did not feel this was a fair solution, but that is where we left it. She continued showing up for classes after her monthly membership fees started up again and did not bring this up again until after she cancelled her membership. Regarding charging the complainant twice after she cancelled, it was an honest mistake with how our system was set up for her as she initially put her membership on “hold”Both payments were promptly refunded when brought to our attentionWe took steps to ensure that this would not happen to her, or other clients in the futureThis is our first experience with a disgruntled client. We always try to do what is best for our clients and our business and that is what we were trying to accomplish here. Lessons learned for us is that we should have sat down with this client with a written resolution to this matter rather than trying to figure this out via messenger and quick verbal conversationsThe complainant is still requesting a full refundGiven that this Agreement was for her husband, and our Terms and Conditions clearly state there are no refunds, and our reasonable efforts to meet in the middle by extending two months of free membership- we are standing by our decision to consider the matter closed. Sincerely, Dana & Tracy *** & Sharilyn & David *** Co-Owners, Farrell’s eXtreme Bodyshaping, Lino Lakes

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Scott with NWCC obviously is not communicating or reviewing my account as we have had numerous issues, in fact they replaced my modem twice and have had people at our home more than twice. He claims that nobody was home and they left a note. Your sadly mistaken ***, my wife showed up before your service guy leftHe had full access to our home and made some changes. Seems to work during business hours, but as soon as 7pm comes around, you cannot connect, or the download speed is at or below MBPS. I called again last night and they made me go through the same process that works for minutes then it doesn't work again, no trouble ticket was written for that was it? They need to stop playing games and just fix this or refund my money for the past year.
Regards,
*** ***

I have been told that we were able to make some changes at the customer's home. Notes on the trouble ticket say that the inside wire was changed. To our knowledge, this issue has been resolved. If it has not, or if other issues come up, we would ask Mr*** to contact our office during business hours at *** and the technicians can help him directly. *** ***
Northwest Communications***
***
From: *** *** *** Sent: Tuesday, October 17, 11:AMTo: '*** ***Subject: complaint We received the complaint from *** * *** assigned the ID of ***. He is having issues with his Internet service staying online. We have created a trouble ticket to look into Mr***s service issue. Preliminary tests show that an issue is present that would cause degraded Internet service. Our technicians have determined that the cause of the issue is inside of the customer's home, and we will need to make an appointment to get inside. A note was left for Mr*** to contact us to make that appointment. Prior to this complaint, we have not had any trouble tickets for Mr***. Please let me know if you have any further questions. Thank you *** ***
Northwest Communications***
***

He is disputing our install fee of $50. Mr*** was told of the install fee when he signed up for service. We charge this fee on all Cable Modem installations. The technician, whether an employee or a contractor would not collect that install fee, it would be billed to the
customer. The technician was merely stating that they do not collect a fee. Please let me know if you have any further questions. Thank you *** ***
Northwest Communications***
715-268-