Fit Athletic

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not
resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The account is under Charlene ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
When speaking with the company I did not change my storyThey told us different stories which led me to believe one thing and then I realized after the day cancellation period had ended, that they in fact were not truthfulPlease see email which states they admitted to miscommunication about ratesFit Athletic is not working with me to try to resolve this matter
Regards,
*** ***

She was already refunded the amount. requested.  Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference,...

details of the offer I reviewed appear below.
The business did offer to refund the payment on 9/27, but they said it would take one week. When we receive the refund, I will accept the response to this claim.  
Regards,
[redacted]

Hello,The said complainant, [redacted], is a member at our Downtown location joining on 4/15/2015. The member’s contract states our cancellation process in section 6.  I have detailed our correspondences with the member in a summary below and have also included all documents and e-mail...

correspondences as attachments with this e-mail. Please contact at us urgently at [redacted] if there is anything further we can assist with in this matter.• July 4, 2015 Member corresponded to [email protected] to cancel member.• July 6, 2015 our Cancellations Department contacted member with correspondence in assisting with cancellation process by sending over an echosign Cancellation Request Document and stating cancellation policy• July 5, 2015 Member contacts [email protected] and wants to remove cancellation request and keep membership active.• July 14, 2015 Member contact [email protected] to cancel membership• July 17, 2015 member is contact by cancellations department who sent the Cancellation Request e-document a second time to member and communicated cancellation policy; member does not complete Cancellation Request E-document.• July 17, 2015 member contacts cancellations department again in regards to cancellation policy• August 6, 2015 Member contacts cancellation depart regards being billed again• August 6, 2015 General Manager contacts member and forwards contract for cancellation policy• August 6, 2015 member replies to General Manager about cancellation request and policy, member does not complete Cancellation Request E-Document.• Mid August 2015 Member contacts club and speaks with Chelsea, who again requests member to complete company's cancellation request e-document states cancellation policy and re sends e-document; member does not complete e-document.• October 6, 2015 member is contact by [email protected] who again sent member cancellation request e document and requested member to complete this document so they can move forward with cancellation of membership and reconciling membership also stating that company would acknowledge original cancellation correspondence and reconcile account as well one they received cancellation request E-Document that has been sent to member 3 times. • October 6, 2015 member responds to cancellations department "I don't have time for this. Please, finilize your paperwork without me."Our cancellation process is standard for all members at all facilities which is also stated in our contract. We've made clear contact and communication with the individual on how to move forward with the completion of his cancellation. He has spoken to management and upper management whom have all informed him of the same policy and procedure and expressed the same information as our Cancellations Department. We hold true that once member abides by the cancellation policy stated in the contact and correspondence member is released from the contract and any further payment after the final month of payment and use of the facility.  Thank you for your time,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
FIT is now lying about what has truly gone on at their club and their official barring of me by association.  As a practicing law student, they are accusing me of verbally attacking them which never took place on any of their properties nor to any of their employees.  They are falsifying information for their own benefit and to find the 'loop hole' in rejecting me as a client as I did want to join the gym- even at their disapproval of my association with their former client, David Byers.  I find it extremely discriminatory- their business practices and business conduct and I would like for an apology at their inappropriate misconduct.  I simply asked why I was being refused membership by association and was treated very poorly by their business and manager- [redacted].    I had reached out and called the owner, Scott of their downtown location 2x and still have not heard back till this day.  I've also attached the email, from the manager- [redacted] of Solana Beach FIT where you can see his demeaning and inappropriate behavior towards me.  I was banned from their club for all the wrong reasons and not once has anyone reached out to apologize, incuding the manager for such unprofessional business conduct. Regards,[redacted]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by...

the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,[redacted]

I have emailed the membership agreement to you and highlighted where the cancelled policy is stated.  I have also attached the same agreement to this response.  The cancellation policy is always explained at POS because you are actually signing the 3rd page where it is stated.

Please take this complaint off.  We dont need to lie about our trainers certifications.  This sounds like harassment.   Please take off

Hello [redacted],  I am unable to find your membership under the name [redacted].  Is it under a different name?

This member by law had 5 days to cancel her membership for the date she signed it, and receive a full refund.  She chose not to at that time. Now she is interested in canceling and thinks we should refund her a month later after she signed a one year contract. I can provide this contract if...

needed.  The member chose to sign up on her own time and was in no way forced to sign anything.  FIT was upfront in what the membership entailed and nothing has changed.  After speaking with her on the phone, her story went from, we lied about the pricing and then when I asked her what she meant, she changed her story to, " well I felt pressured."  Like I said, she even had 5 days to cancel and receive a full refund.  So there was no pressure, nor did we mislead her in what the pricing is. She pre paid for the year at $500, which is a 50% discount.  Nothing has changed.

Hello [redacted],
  I am unable to find your membership under the name [redacted].  Is it under a different name?

Fit Athletic Club did not mislead this client in any way.  She knew the price was $500 paid in full for the year or her monthly dues would change 30 days after our renovation was done to $69/month.  We clearly explained this to everyone and sent emails regarding this matter explaining it as well.

Their extremely rude and unprofessional staff members made my experience really distasteful here. Also the hygiene is lacking severely at this club, as nobody seems to wipe down anything after their use. The changing rooms are kind of nasty and smelly, too. [redacted] at the reception was extremely rude and unwilling to help. She snapped at me and used insulting language with me when I asked for the assistance of their manager after her refusal to help me. Also, she told me that there is no manager and refused to give me her/his name. I used to be a member of Frogs which was bought out by Fit. In order to have me back again as their client, they offered a 1-week pass so that I could try the new club. However, what a hassle trying to get in has been. Each time, I have been asked to fill the form which I already filled the first time I checked in. And then today, I was told by [redacted], the rude staff member, they do not have me in their guest list, even though my pass did not expire yet. And she was giving me all kinds of attitude, suggesting that I was lying. I have never been insulted like this at any gym. They need to train their staff better in customer service. You cannot treat people this nasty and rude while trying to earn their business. There was also another girl who checked me in before, who I tried to explain the situation and their mistake. She flat out lied and denied ever checking me in before. Outrageously unprofessional conduct!!! Afterwards, I contacted the club manager, [redacted] hoping he would extend an apology. Instead he deviated the issue from their lacking poor service to my not complying with their security procedures, which was a flat lie, as I have complied with them. He was brash, accusatory or unapologetic, on top of lying. The worst customer service ever!!! A manager of any place should have more professionalism, and be apologetic about their staff's poor customer service or performance instead of trying to cover up for them by lying and further insulting their clients. If they can act like this while trying to earn your business back, I cannot imagine how bad it would be once you sign a membership contract with them. I also happened to see a lot of complaints about them on Yelp, both about their staff and manager's unprofessional conduct, and their grey practices with membership contracts.

Fit has no further comment.  [redacted] membership will remain terminated.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have...

determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[What he is calling "inappropriate" was helpful and useful suggestions on [redacted].  Fit Athletic is extremely poor at customer service and doesn't understand that helpful advice from their customers is useful info.  It's sad that this company treats people so awfully.  They "reward" people for putting up positive info on [redacted] but cancel your membership if you provide useful feedback?  Everything I said was 100% true.  I didn't even put bad things that I saw.  They had dead mouse traps in the men's locker room.  How is that at all sanitary?  Or the fact that some of their gym equipment is unsafe...people can get hurt.  And I have seen them get hurt (the employees did nothing to help the injured person I saw).   Their response is highly inappropriate to this complaint.        ]
Regards,
[redacted]

Hi,
 
I have no records of [redacted] being a member here. I also called his phone number listed and it is not in service. Not sure who this is. I'm happy to refund if I can have his real info.

In response to Mrs. [redacted]'s claims, I am saddened to see how a situation can be perceived so wrong and manipulated into a completely false story. Mrs. [redacted] had applied to our club as a guest with her friend who had previous history with the club by being revoked for "soliciting personal training in...

a private business." The friend was well aware of what had happened in the past and thought he could re enter after some time had passed but was not the case. FIT Athletic stands firm with our revocation policy and re informed the former member of it and he cordially agreed. As far as Mrs. [redacted], FIT had not said she was barred from being a member or guest, but simply her friend was for the stated reasons. Mrs. [redacted] felt it worthy she take it upon herself to become victimized by the situation and start saying she was being barred for being a "personal trainer and soliciting clients." This was never once stated by FIT management or staff. Mrs. [redacted] was not accused of any such behavior and was welcomed to hopefully be one day a member of our gym. Mrs. [redacted] then took it upon herself to continue the falsified claims, by attacking the character and position of FIT personnel saying they are discriminating against her and that they didn't know how to do their jobs and that she would let the entire community know about this. She continued to verbally attack several member's of our organization and seemed to press the issue that she was being "barred for being a trainer" which again had never been stated to her by one single person of our organization at any time.  At that point Mrs. [redacted]'s behavior was getting out of line and FIT saw her as being more of a liability in the club rather than a potential member. We chose to exercise our right as a private business to refuse service and asked Mrs. [redacted] to please not return to our clubs and wished her the best of luck in finding another Health Club that better suits her needs.

Yes this occurred while receiving marketplace services.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]