Fitness 2000

Complaint: [redacted]
I am rejecting this response because:  Although I
appreciate the prompt response,  I would like some clarification on the closing
statement. “I have set up the account in question to
cancel per your 30 day notice”.  The
certified letter was sent in mid-November. 
Is the 30 day notice effective as of this date? Would you be able to provide me with an
effective date of cancellation?  what and when last payment will/was
drafted? etc...
Regards,
[redacted]

This is the first time I have seen this complaint as apparently it went to my spam box directly, so I apologize for not responding sooner.  I went thru my emails and I have 2 from the manager, Jeff, asking for a freeze for this member.  The first was dated 2/17/16 and the 3 month freeze...

was set up and as you will see from the transactions, it ran from March to May.  The second email was received on 6/20 requesting a second freeze for 3 months and it was set up from July to Sept.Normally we have a 3 month max per year but we gave this member an additional 3 months in 2016 for the surgery.  The complaint states the surgery was in June, I do not know why the March-May request was made, I can only assume the surgery was rescheduled perhaps?  But regardless, we did provide the full 6 month freeze that was requested as you can see by the transactions attached.

Fitness 2000 has been serving our communities for the past 16 years with state of the art equipment and up to date Group Exercise Fitness classes and free baby sitting in all of our clubs.  All the locations are in the metroplex and our loyal members can enjoy the use of all the locations...

for extremely low rates. Here is the link that was used for the member to sign up online.   [redacted]At the top of the page the membership is called The 16 Month membership, after clicking one of the join buttons, which you can do here to test it, it again says it is 16 months in the top right corner under the payment summary.Also attached is the final copy the member would have received in their email, directly in the center of the paper on page 1 under agreement information, it says Plan Name--16 monthsThis information was on every page he went to in order to complete an online agreement.In no way do we try to deceive the member, this is why we place all the information necessary to make an informed decision.  There are also phone numbers on the page in the case questions arise during completion of the online agreement.

At the time this family joined we were running a super special and they chose to join on the phone instead of coming in to the in person, they provided the last 4 of their social for signature.  All the family members were aware they joined as they have all used the gym several times since they...

signed up.  The special was for only 1 month up front to start and a 24 month agreement.  There was no wrong doing as they gave us their personal information on their own.I am sorry they had difficulties with the manager at the store but at this time I have cancelled all the accounts in question.We have been in business for many years, with many members, some of whom have been around since we opened, occasionally misunderstandings occur and we make every effort to rectify these on a case by case basis.

Complaint: [redacted]
The freeze from March till May was due to his traveling for work and he wasn't even here to use the gym, that went through no issues at all talking with [redacted].  But almost as soon as the next month payment was about to start back up, he tore his Achilles on May 18 and the surgery was June 1 so no it did not get rescheduled it's one of those life events that happen unexpectedly and you obviously can't plan for. So immediately I called him again he knew that the account had already been frozen for three months and he still said he would do it for six months given the severity of the injury and the recovery time for it. If that is not your normal policy I was not aware of that he should have known that being the manager and he never said anything about it.  So it is two totally separate incidences that just coincidentally happen to occur back to back.  I know that none of this was your doing and unfortunately you are having to deal with his mess that he couldn't take care of and because nothing was stopped from fitness 2000 we continued to get charges starting back in October when it was still supposed to be frozen for three more months.  If he couldn't freeze the account for a solid six months due to his surgery he shouldn't have told us that he could because in that case we probably just would have canceled the membership if we had known how much of an ordeal this would become and getting charged for months we weren't expecting. 
Regards,
Jessica Meidinger

I want to cancel this membership with no penalty. I wanted it treated as a month to month. I will pay one months rate for a formal 30 days notice. I feel like I was mislead. Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Your statement is incorrect.  If you look at the paperwork that I previously attached or for that matter any copy of your Termination Request you will see that you clearly requested that we attach the card with our request to terminate the services.  The Membership Termination Request Form that Fitness 2000 sent to me clearly states "Must send membership card".  These are your words and not mine.  The wording is in the form of a directive and not a solicitation.  I met all conditions and demands your company required.  Because of that I was unable to use your facilities any further from the moment I sent in the membership card.  Since you demanded the return of the membership card I was left to interpret that I could no longer use your facilities.  You provided no additional suggestions or advice other than to return the card.  Therefore you still owe me the money I am demanding.  I do not see this as being unreasonable in any way.  When you requested me to return the membership card then you effectively terminated my membership at the point where the card was received back in your possession.  Again, this was at your demand and not simply stated as a desire or nice suggestion.

The email from the member was forwarded to the GM, I assumed the member was introduced to a new trainer but apparently that did not happen.  I have refunded the personal training sessions today.  Sorry for the inconvenience.

In researching the account I see that you both joined on the same date, however, one account was done online as an ex-member special.  The account in question was done in the club.  My guess is that package was not available in the club since it was a promo to ex-members but the staff...

tried to make it work and choose the closest agreement to it that had the same payment amount.  I have set up the account in question to cancel per your 30 day notice.

In this complaint there is mention of 'we' but only one name provided.  Contact will be made directly to the member today to gather more information to finalize this issue.

In response to this complaint I feel that not all the information was given by the complainant.  He states he felt lied to regarding the agreement being a term but in the notes and recorded conversation with the billing company he himself stated he knew it was for a...

year.  Obviously there was some confusion somewhere in the sign up process.  We do have several options for memberships and it is possible that the wrong term was chosen.  We will make this right for the member and cancel it as if it was a month to month membership even though he did not pay for that option.  We have been in business for going on 18 years in the area, offering low cost memberships with full access to all 4 of our locations including classes and baby sitting for one low price.

As noted in the attached documentation, Fitness 2000 required me to return the membership card with my request for termination effectively ending my opportunities to use the facilities costing me initially $21.66.  I complied with your instructions to send a termination request in writing by certified mail at a cost of  $3.30.  Since the termination request was required to be sent by certified mail only, I expect to be reimbursed for that cost as well. I submitted the request for immediate termination on May 3 yet you still deducted $10.83 from my account on May 26th bringing the total that you owe me to $35.79.  I'm sure you agree that these are reasonable reimbursements and will consider this matter closed only when I have been recompensed.

I believe there may have been some communications issues with a language barrier at the sale, we do have month to month options and apparently that was not understood.  The member has actively used the gym and can easily get a copy of the agreement if it did not come to him via email.If...

the member wishes to cancel due to depression I can assist but in the final sentence he states he does not want to cancel, so I am a little confused as to his desires.  Please explain if cancellation is requested due to medical.

Your agreement clearly states under the 'renewal terms' that cancellation is required in writing, this provides you the sender with proof that it was sent and that it was received.  I can cancel it now but cannot refund, there is no indication in the account anywhere that you requested...

cancellation earlier or even called about how to cancel at any time.

Fitness 2000 has been in business for 16 years with 3 locations in the area, we have both month to month and term memberships.  There would have been absolutely no incentive for the salesperson to not provide the member with a month to month membership if that is what was...

requested.   I can only assume there was a communication error somewhere along the line.At this time, the account has been pulled from collections and cancelled.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

In response to this complaint, we were aware of some issues with the Group Fitness exercise room floor.  When a lot of members were in the room it did begin to get humid which was why we decided to replace it with rubber flooring. We began late in September ordering new flooring...

and lining up installers, this type of flooring is not something readily available and does take some time to produce and ship.  The new floor was installed in mid October and as it is rubber flooring it is certainly not slippery.I know my manager spoke with the member and more recently my GM tried to call several times, leaving a message at least once and he did not hear back from the member.I will, as a courtesy, waive the one month for the member that is currently past due, but we have remedied the situation as quickly as possible.We have been in business for 17 years, offering extremely low membership rates and 4 locations in the area, all for one price including classes and baby sitting.  Please visit us at [redacted] for more info.

Thank you very much for your gracious offer.  I gladly accept and thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you.
Regards,
[redacted]

I have attempted to look up this member in our database by name, number and email.  I tried using several variations on the name also and am unable to find it.I asked the collection company we use and they also do not have this persons name.If she can provide a member number or if perhaps she...

joined under another last name I could do more research to answer the concerns.