Fitness 19

Initial Business Response /* (1000, 10, 2016/03/29) */
[redacted] has not cancelled his membership as stated in his original complaint. In fact Fitness 19 has not received payment from [redacted] since May 2015. If he wishes to cancel his membership he will need to notify Fitness 19 in writing as...

stated in his membership agreement. He is also able to stop by the location he originally enrolled at and we will be glad to provide [redacted] with a copy of his cancellation when he decides to do so. At this point he owes $195.00. Fitness 19 does not have a corporate office, however [redacted] is welcome to call the Riverside location XXX-XXX-XXXX for assistance.

I would like to start with thanking you for being a valued member with us and let you know we appreciate you giving us the oppertunity to earn your business. I appologize for any miscomunication that has taken Place. I did reply to this complaint in a tmely manner and am not sure why I received a...

2nd notice to respond. I sent it from my phone via email. Our memberships are set up as month to month or as a paid in full. Your memebrship is designed as the month to month. With that being said per the monthly membership agreement/contract you signed states that you can cancel at any time with a 30 day written notice. We are more than happy to accept your lettere a as your 30 day written notice however at anytime that one`s notice is given there is one more recurring monthly withdrawl to take place. Hence the 30 day notice. We would be more than happpy to clear up the balance upon a payment of which is rightfully owed and was agreed upon when opening the membership agreement. In this case it is one more billing. I hope this helps clear up any confusion that there may have been. In the future I would reccomend popping into the facility or place of business you may have a dispute with to then directly talk with a manager or supervisor. I promise I responded to this time sensative matter in a timely response initially. Had you popped in this misunderstanding would or could have been cleared up 3 weeks ago. If you would like to schedule a appointment to go over this matter further either in person or over the phone I am available typically Monday - Thursday 10am - 8pm. You can reach me by phone [redacted].      I often work weekends as well however they are not set like the work week.Thank you, [redacted]

Thank you for reaching out [redacted], as mentioned I would be contacting our billing department on your behalf and have confirmed that a check was issued for your refund on 11/27/17. If you have any further questions please don't hesitate to call [redacted].

Hi [redacted]. I am glad this has been brought to my attention. If I may, it was not necessary to involve the Revdex.com for I have not even been informed that there was an issue that needed to be addressed. I know you stated in your message that discussed with management and I do believe this is the...

1st I am hearing of it. I just saw you and your husband and you in the club today and you were both very pleasant as if nothing was of the matter. We could have discussed this today if you would have wished to have. Your monthly membership is at a $7.00 monthly cost. When you enrolled your membership it was locked in, meaning that it is guaranteed to never increase. The other advantage is that you were qualified to get monthly dues reductions. When you 1st enrolled you were able to reduce your monthly dues to $5.00. This was changed by upper management late last year that the lowest monthly dues reduction would now be $7.95. With that said you're monthly rate is lower than anyone can receive ever again. That is why the discount was not validated. If you wish to upgrade your membership we will do so at a one time charge of $11.90. your new rate will be 12.95. Our Club of enrollment rate is now at 15.95 so we will give you a discount of not just -1.00 but -$3.00 even though we only have a coupon for 1 person. We cannot discount your husbands account for your name was listed on the coupon. Please let us know asap if you wish to move forward with the upgrade so we can both set all this behind us. I apologize for any confusion and or hassle this may have caused you and your family. Best, [redacted]Fitness 19 Orange

Initial Business Response /* (1000, 5, 2015/05/13) */
In a Fitness 19 agreement, it clearly states how to cancel your membership properly. The first option is to come into the club and fill out a cancellation form so we get a copy and the member gets a copy. This is the best option for the company...

because it ensures that the membership will be processed correctly. The second option is to send a certified letter in the mail stating the cancellation. The reason why we specify "certified" is NOT to give our members the "run around" but to ensure that the letter gets here with a signature and that the cancellation is properly processed. We as a business have never taken a cancellation over the phone nor do we ever give this option. The reason is because we need something in writing so the business is protected. Now, as far as cancelling an account with a balance, the business will not cancel any membership with a past due balance. We have tried since January 2015 to get a hold of this member not only with numerous phone calls but also e-mails so we can get her account in good standing. She has never responded until now (May 12, 2015) and demanded her account be clear because of a misunderstanding she had with an employee and the lack of use of the facility.
Financial Policy: You agree to pay the dues and fees on the front of this agreement. Whether or not you use the facilities, you still must pay your monthly dues...................................................You have full control over your electronic fund transfer (EFT) and can change your accounts or stop your EFT by telling FITNESS 19 in WRITING. Should you default in your payment obligation, you agree to pay all amounts owed. Any account that is more than thirty (30) days past due, may result in Member losing all FITNESS 19 membership privileges. After sixty (60) days said Member may be terminated or suspended.
Above, is the financial policy taken off the back of the member's agreement. A copy of the member's agreement was offered to be sent, however she declined to receive.
We treat all of our members equally. After exhausting all efforts with any member, the accounts all get handled the same.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a complete LIE from this business. First, I am the one who contacted them regarding the cancel back in November 2014. They had called once in January regarding the account, where I then told them I had canceled back in November. She stated she was sorry that it wasn't handled back then and would make a note on my account. I NEVER once received any EMAILS nor did I get another call until 5/12/2015, stating I NEEDED to call the following day to resolve my account. I then returned the call immediately! and that is where I am now. THis company has no morals and is only after clients money. They make it EXTREMMLY difficult to cancel and then tell lies to keep charging money!
Final Consumer Response /* (4200, 17, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Clearly, this company and I do NOT see eye to eye. One major complaint is the lack of customer service... they obviously are in DIRE need of! I find it extremely poor service for a company to state I am at fault when their employees are given clients false information! I was told by two employees on two separate occasions that this cancelation would be handled because I was no longer in the state of Colorado. I have not been at this facility for over 2 years; however continued to pay, even though not getting a service I paid for. Now, this company wants me to pay even after I canceled. I seriously hope, for the future of this company, that all clients are NOT treated the same as I was!! Also, I want to note.. this company never provided the "supposedly sent" emails nor did they have the manager call me like I requested, even, the late response on Revdex.com shows the "service" this company provides.
Final Business Response /* (4000, 19, 2015/06/11) */
As far as the business is concerned, this case is now closed.

Hi I'm the new manager at fitness19 Huntington Beach my name is [redacted] ,this issue was resolved memberships where cancel . A refund check was sent out a week ago if you have any other questions feel free to ask thank you-[redacted]

Fitness 19 Oceanside requires a 30 day written notice to cancel to terminate membership. [redacted] gave written notice on 5/17/16. Therefore she was billed once more on 6/15/16, that is her final bill. No further billing will occur. Thank you,Team 19.

At Fitness 19, we have secure reliable processes in place for membership enrollment and cancellations. In regards to the complaint, the cancellation process was explained at time of enrollment as it is with every membership. We have membership agreements for all our members including the one relating to this issue. The membership agreement is signed by the member and a copy of the agreement was given to the member at time of enrollment. Any member can request a copy of their agreement and we will happily provide one.Our cancellation policy clearly states on our agreements, including the signed agreement relating to this issue, that “Member may notify Fitness 19, in writing at any time, of their desire to terminate this membership. After Fitness 19 receives Member’s written notice, one more eft billing will occur. Member’s privileges will continue for 30 days beyond the date of the last EFT billing.”We’ve not received any cancellation for this membership. If proof of such cancellation is provided we will gladly remedy the situation and refund any dues that were mistakenly taken out. It is not a part of our business practice to conduct business over E-MAIL. When talks of legal representation are brought into the equation our staff is reluctant to continue a conversation without the advice of our attorneys. We will happily correct any mistake made on our end. If one was made it has not been brought to our attention. We can be reached Monday through Thursday 5am – 10pm, Friday 5am – 9pm, Saturday and Sunday 8am – 6pm. Fitness 19 Mountlake Terrace Management 425-582-2412

Business supplied email: [redacted]Use this address for any contact with the Revdex.com

Mr. [redacted],
I would 1st like to say that you are a valued and long time customer to us. I would like to thank you for your business. When you enrolled on September 22nd of 2012 you entered into a month to month agreement with us. We would like to keep you and...

see if we could motivate you and even give you a complimentary personal training session on us after clearing everything up. Not too sure what the reason is that you are looking to cancel? The membership you agreed to with us is (NOT) based on usage as if you only get charged if you show up. The services are always open and are always there for you to take advantage of. At the end of the day for a simple $36 dollar sign up cost and $12 monthly membership you have quite the bargain to have over 1/2 a million dollars worth of equipment at you fingertips. We do our best to motivate and help people however with this said we surely we cannot drag people out of their houses or jobs to come into the gym to see that they take advantage of their membership. Furthermore, if we only charged people for their usage what would be the point of even have people sign into a EFT Month to Month membership?
In your example it would be as if I write a Revdex.com a complaint because I did not use my cell phone for a year or two because I forgot to cancel it. Even though it states in my cell phone carrier that they need a written notice and I am telling them they need to agree to my terms that I want to cancel via phone and that they should accept that. Surely I cannot dictate to them of how their policy works. After all If I agreed to their terms and they have everything signed that states that I understood that when I entered into it.
In our month to month agreement it has initials and signatures that are necessary to have completed in order to have anyone enroll with us. By signing and initialing on these lines you agree to the terms on the agreement and state that you understand the membership of which you are entering into.
Unfortunately rather than cancelling the membership per terms you decided to just cancel your card. By doing so and us not being able to collect payment there is a $15.00 Return Fee that is owed per each month the billing declines.
What I would like to do is meet you in the middle with the monies owed. You currently have a $181.00 balance and below is the breakdown.
8/15/15                     $12.00 Dues  $15.00 Return Fee 
9/15/15                     $12.00c Dues  $15.00 Return Fee
10/15/15                   $12.00 Dues  $15.00 Return Fee
11/15/15                   $12.00 Dues  $15.00 Return Fee
12/15/15                   $12.00 Dues  $15.00 Return Fee  $19.00 Annual Fee
1/15/16                     $12.00 Dues  $15.00 Return Fee
Current Total  =       ($72.00)Dues  ($90.00 Return Fees) ($19.00) Annual Fee
We will Wipe away the Return Fees and you will only have to pay $91.00.  In doing so all we ask is that you send us a letter stating that you wish to cancel and I will also see that you have no more monthly charges to take place. Our cancellation policy is that the member needs to provide a 30 day written notice and in that 30 day notice there is always 1 more monthly withdrawl. We will need to have this payment received by February 15th or 1/2 by 2/15/16 and the final payment received by 2/29/16.
Thank you,
[redacted]
Fitness 19 Orange

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.ID...

[redacted]Fitness 19 refunded the 59.99 to my checking account, however, they did again withdraw the 20.00 for July which I told them not to.  My bank paid it back to me and debited the company,I have lost only $20.00, so I consider myself fortunate.  To anyone getting involved with the Fitness 19 at this location, I say Beware! Regards,
[redacted]

Our membership agreements state that member must submit something in writing to cancel, either in person or by mail. Cancellation is a 30 day notice. The texts and emails that generate are from a "do not reply", which it clearly states. Hope this helps!

Good afternoon. Fitness19 cancellation notice is a 30 day notice before your next billing date per your agreement that you sign and commit too. Like member stated below he had been told he needs to give a 30 day notice to cancel. If you are billed on 5/15/16 and cancel on 5/9/16 that will not be...

enough time to stop the auto payment. That is why we ask for a 30 day notice per your agreement.

---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Wed, Nov 19, 2014 at 12:26 PM
Subject: RE: You have a new message from your Revdex.com regarding complaint #[redacted]
To: "[email protected]"...

<[email protected]>
We apologize for not responding in a timely manner to your complaint as we thought we had taken care of this issue with [redacted] immediately after he addressed his concern. We did take over [redacted] and were given all of their memberships. All the members at [redacted] were given letters to notify them of their membership transfer. We have been very cooperative with all of the members of [redacted] as we understand many members had no idea their gym membership was bought out. We did issue a refund check for [redacted] in the amount of $** for his monthly payment as well as cancelled him out. When we called him to notify him of his refund check he advised us to keep the check as his bank had taken care of the reversal. Since then I have voided Mr. [redacted]’s check. We feel we did everything [redacted] requested including the cancelling of his membership. If for some reason his bank has not adjusted his account we would be more than happy for him to come in and we can issue the refund. If [redacted] reviews his membership agreement with [redacted] he will see that it states his membership could be transferred or sold. We apologize for any confusion or inconvenience the transfer of his membership has caused but we did follow all of our procedures correctly.
 
Thank you
 
[redacted]
Fitness 19 CA 247, LLC
Where You Can Afford To Get Fit
[redacted] Fax
[redacted]
 
---------- Forwarded message ----------From: 247 oceanside ca <[email protected]>Date: Wed, Nov 19, 2014 at 12:26 PMSubject: RE: You have a new message from your Revdex.com regarding complaint #10267532To: "[email protected]" <[email protected]>
We apologize for not responding in a timely manner to your complaint as we thought we had taken care of this issue with [redacted] immediately after he addressed his concern. We did take over [redacted] and were given all of their memberships. All the members at [redacted] were given letters to notify them of their membership transfer. We have been very cooperative with all of the members of [redacted] as we understand many members had no idea their gym membership was bought out. We did issue a refund check for [redacted] in the amount of $25 for his monthly payment as well as cancelled him out. When we called him to notify him of his refund check he advised us to keep the check as his bank had taken care of the reversal. Since then I have voided Mr. [redacted]’s check. We feel we did everything [redacted] requested including the cancelling of his membership. If for some reason his bank has not adjusted his account we would be more than happy for him to come in and we can issue the refund. If [redacted] reviews his membership agreement with [redacted] he will see that it states his membership could be transferred or sold. We apologize for any confusion or inconvenience the transfer of his membership has caused but we did follow all of our procedures correctly.
 
Thank you
 
[redacted]
Fitness 19 CA 247, LLC
Where You Can Afford To Get Fit
439 College Blvd.
Oceanside, CA 92057
760.414.1919
760.724.1919 Fax
[email protected]

I experienced several issues while attempting to cancel my membership with Fitness 19. The staff misleads the consumer on the process and the management is aware of these concerns and does not appear to address them.

Revdex.com:
I have...

reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.I was contacted  . I?t was stated I was issued a check on the 27th on November. As of today I haven’t received my refund . I will call fitness 19 requesting for a follow up.

Great cozy neighborhood gym. Wonderful for after work or lunchtime workouts. Friendly staff (ask for [redacted]). See you there !

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 would like to respond to [redacted] complaint. My name is [redacted] and I am the Manager here at Fitness 19 located Orange California where [redacted] is a member of our facility. Her complaint states that In our agreement it says every member must have a Towel. In our current agreements it...

states no where in print that bringing a towel is one of our policy's. We do recommend people bring towels at time of enrollment. As well as we have 1 wipe down station per exercise area,    1 at the cardio, 1 at the weight machines, and 1 at the free weight room. I added the free weight room wipe down station some 5 months ago now. Her statement also says that she would like a sign at the desk to remind members to bring a towel. We have that now. We have had this towel sign and towels for sale since our facility has been open. We clean and wipe down the equipment as much as possible. Further more I have been Manager of this facility since January of 2013. I for the 1st time of my recollection talked to her in late January / early February now in 2014. We have only had 2 managers at this location since we opened almost 3 years ago. I did explain I am always trying to keep our facility as clean as possible. I understand and take the approach that with out our members I know we would not be here. We have been and still am short handed as far as employees to work more on cleaning. I had a 20 - 30 minute conversation with her in regards to our towel and cleanliness. She also spoke to my Morning opener telling him how to do his job and that he can make the difference and enforce the towel policy for about 10 - 15 minutes. Then she spoke with one of my Trainers whom she used to train with. Not only did she walk up to him while he was working but she took 15 minutes away from his client that he was training at the time of which this client paid for. He tried to tell her they could talk later however she would not leave him be while working in his session saying that he needs to enforce the towel policy. Now she has gone to you the Revdex.com for she Obviously feels as though she is not being heard. We cannot force and police every member that comes in to work out to buy towels and my employees will not continue to be harassed about the towel policy. She wanted us to turn members away if they did not have a towel. We offer a very nice facility for a very affordable price. It is not in everyone's budget to buy a towel every time they come in if one is forgotten. Nor does everyone bring their wallet or purse with them to the gym. Also not everyone comes in and even breaks a sweat to even need a towel. Members are on different levels and not everyone pushes themselves hard enough for it to be necessary. I understand her stand point and will do the best we can with offering reminders to our members that we recomend towels as well that they can purchase one with us well. As far as her request. We currently do have a towel sign at the front desk as well as we do sell towels. Our sign will remain as is for it our our policy to keep the sign as is. We unfortunately cannot write in big bold print the change she has requested. I hope [redacted] will see now that we do have the sign and towels as well as we will make effort moving forward to make our facility as clean as we are able to.
Thank you,
[redacted]
Fitness 19 Orange
[redacted]
Club # [redacted]

It was an administrative mistake that was promptly corrected. [redacted] has been sent a full refund for the accidental over charge.