Fitness Connection

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.
[Provide details of why you are not satisfied with this resolution.]
I do not accept the response made by the business to resolve this complaint because I firmly believe that the (1) my membership should have been cancellled the day I called and (2) the account executive and manager who took the money should have told me that another month's payment is due. However, considering the time involved to pursue this, I do not wish to spend any more time. But I request case be listed as closed but unresolved.
 
Regards,
[redacted]

path="m@4@5l@4@11@9@11@9@5xe" o:preferrelative="t" o:spt="75" coordsize="21600,21600">
March 26, 2014
The
Revdex.com of Houston
Reply
via Email – [email protected]
RE:  Revdex.com File # [redacted]
Complaint
by:  [redacted]
 
Fitness
Connection records do not show Mr. [redacted] sending a request for cancellation of
his membership. The cancellation policy is stated in the agreement Mr. [redacted]
authorized, you must mail a 30-day written notice by certified mail.
Mr.
[redacted] is liable for the current balance on account, unless he is able to
provide proof of proper cancellation as stated in agreement.
Fitness
Connection will be more than happy to review proof of cancellation from Mr. [redacted]
and happily refund any monies due 30-days after termination date provided on
proof.
Fitness
Connection respectfully asks that this case be closed as resolved.
Respectfully,
[redacted]
Dispute
Resolution Liaison

Fitness Connection apologizes for the inconvenience this may have caused, we are unable to confirm or deny the conversation...

held at the facility when [redacted] initially attempted to cancel his membership. Per the authorized agreement signed by [redacted]s cancellations are processed by mail to P.O Box 680768 Houston TX 77268, preferably by certified mail. However as a convenience to our members we have an online cancellation form available, which was provided to [redacted]s as he requested.        The cancellation request that was received was submitted online 01/08/2015. Considering it is a 30 day notice to cancel per authorized agreement [redacted]s' cancellation will be effective 02/26/2015.
       [redacted]s membership is scheduled to cancel and will no longer be billed effective 03/01/2015.
       Fitness Connection requests that this case be closed as resolved, attached is the signed agreement and submitted cancellation form.
 
      Sincerely,
     [redacted]   **
     Fitness Connection
     Dispute Resolution Liaison

Fitness Connection has been a terrible experience. I was only a member for 1 month and in that time frame came a great load of disappointments. None of the staff seemed to every know what was going on. Upon signing up, we were told there were bootcamp classes there three times a week when come to find out bootcamp is actually offered once a week at the location. I was consistently misinformed by staff about policies and procedures clearly they knew nothing about including services offered, cancelation policy, and how to actually go about canceling your account. I tried to cancel my policy within the 30 days notice and was told I had to come in to cancel when in fact was informed by the billing company that I can cancel online. Fit Connection then tried to bill me for another month because I was not within the 30 day cancellation policy. Trying to get this situation taken care of was an absolute nightmare. I am a very patient and understanding person when it comes to these types of things. The only other company I can't stand is [redacted] due to terrible customer service as well. No one could even tell me who I needed to contact or give me a correct contact number. It took me 6 people and two days to get to the right one. I emailed her and requested a call due to my concerns. She emailed me and said I waived the fee and that was it. Thank you for waving the unnecessary fee but how about some concern and gusto to fix the pieces of your company that I had a problem with in the first place. Absolutely terrible experience!

Fitness Connection does apologize for
any inconvenience this may have caused, our
face="Tahoma, sans-serif"> records show that [redacted] membership was terminated per her request by mail. The 30 day cancellation notice postmarked 10/15/2014 was terminated effective 11/28/2014 per the authorized agreement. 
Fitness Connection received and applied the mailed in payment to the account on 02/02/2015. 
Fitness Connection asks that this case be closed as resolved. 
Sincerely,
[redacted]
Customer Service Specialist

March **, 2014
THIRD AND FINAL
LETTER
The
Revdex.com of Metropolitan Houston
1333
W. Loop South
Suite 1200
Houston, TX77027
(713)
868-9500
Reply
via Email – [email protected]
RE:  Revdex.com File # [redacted]
Complaint
by:  [redacted]
Fitness
Connection mailed a refund to the last known address that was given by [redacted], due to the fact [redacted]i just informed us on 3/**/2014 of the new
address we will send her refund to the address provided in this complaint.
Records
show that [redacted] had a past-due balance of $10.77 from a previous returned
billing, therefor the refund of $64.62 [redacted] is expecting is actually
$53.85 after past-due balance was deducted.
At
this time Fitness Connection asks that this case be closed as resolved.
Respectfully,
[redacted]
Dispute
Resolution Liaison

10pt;">                
 
                 Fitness Connection records show that Mr. [redacted] membership will be terminated per his request postmarked 02/26/2015 and will be effective date is 3/28/2015 per the authorized agreement cancellation policy, March 2015 was his last billing as per the agreement states a 30 day notice is
required.
 
 
                 At
this time Fitness Connection will not issue a refund and asks that this case be
closed as resolved.
 
 
 
 
                 Respectfully
                 Valentina R
                 Dispute Resolution Liaison                
 
 
           
 
 
  
 
          
     
  
 
 
 
  v

From: [redacted] Sent: Tuesday, February...

**, 2014 3:16 PMTo: drteamSubject: Business Response Case #[redacted]
Revdex.com Houston
1333 West Loop South, Ste 1200
Houston, TX 77027
RE: Case #[redacted]
We are very sorry to hear that [redacted] disagrees with the policies/procedures of Fitness Connection, a private members only facility.  When she became a member [redacted] agreed to provide a 30 day written notice which is required to discontinue the services that she purchased, and is clearly explained in the agreement that she signed on November **, 2013.  The purpose of our membership agreement is to inform members of their obligation as well as provide information to them.  [redacted] emphasizes several times “no contract” which is absolutely correct; in purchasing services from Fitness Connection our members are not obligated/locked in to a [redacted], etc. month contract.  Our members can very simply give written notice at any time to discontinue the services they purchased.  The 30 day notice is standard business practice which ensures any billing returns are received prior to termination as well as allowing all requests sent are processed in order of receipt.
The only fee, in addition to the monthly service fees, found on [redacted] payment history is the Maintenance fee which is an annual fee and also explained on the membership agreement.  The fee was billed to her account in April 2013 in the amount of $27.00 ($25.00 + tax), as it is not an “UNEXPECTED large fee” we are not certain if this is the fee that [redacted] is referring to in her complaint.  This fee is an annual, not bi-annual fee and even has to be initialed during the enrollment process, therefore while she may not have remembered the fee she was informed at the time she joined.
In reference to [redacted] displeasure with our guest policy; as a private members only facility we offer guest passes to local residents who are interested in trying out our facility prior to purchasing a membership with us. We also offer a per day guest fee to individuals who are not local residents and will not be joining our facility.  If we were to allow all of our members the ability to bring in any guest at any time our facility would be much too crowded and our paying members would not have access to much of our equipment and/or amenities.
We find nothing in our research indicating any violation by Fitness Connection to warrant a negative rating based on this case; however in the interest of customer service and under no legal obligation to do so we have terminated her account as of this date with no further billing obligation.  Unfortunately we, nor any other business, are able to confirm or deny comments reported that we were not present for, therefore our research and report to the Revdex.com must be based on the terms of the agreement (tangible evidence) that all of our members sign at the time they become a member of our facility.  Fitness Connection has made every effort to resolve this consumers concern however no business can be held responsible for a consumers not wishing to follow the terms of the services that they purchased, therefore we respectfully request that any negative mark be removed and the case be closed as resolved.
                                        ...⇄ Respectfully,
Fitness Connection

The Fitness Connection RTP (Durhm) is the worst gym I have seen in my entire workout period of 24 years. Old equipments, poor management, aggressive and bad attitude staff members, and the funny thing is the trainers and managers are the one who's breaking the rules and regulations.
I think the corporate office have to send someone to look after the mess here and put new management and improve the quality of their business before they go out of business.

Don't use this gym. Employees especially store manager are very unprofessional and will lie to you to get their sales. They will tell you one thing and next thing you see is a bunch of fees from them in your account. Do not recommend this gym service to anyone. I had this membership for about 3 months and it was nothing but fees and problems.

Fitness Connection does apologize that our explanation of the issue is unsatisfying to [redacted]. Unfortunately Fitness Connection is unable to convert plans automatically, the proper procedure must be followed which was stated in the previous response.
As a courtesy to the inconvenience of this issue, Fitness Connection will refund December dues of $21.60 and offer a free Personal Training assessment session. If [redacted] would like to take advantage of the free Personal Training assessment session she may contact a representative at [redacted], to schedule the session.
At this time Fitness Connection ask that this case be closed as resolved.
Respectfully,
Ashly [redacted]
Dispute Resolution Liaison

From: [redacted] Sent: Thursday, February **, 2014 3:39 PM
/>
To: drteamSubject: Case [redacted]                   
 
February **, 2014
The Revdex.com of Metropolitan Houston
1333 W. Loop South Suite 1200
Houston, TX77027
(713) 868-9500
 
Reply via Email – [email protected]
 
RE:  Revdex.com File # [redacted]      
Complaint by:  [redacted]
Fitness Connection records at the time [redacted] joined our facility the
amount he was charged for his membership was correct. [redacted] authorized
the charges per his singed agreement with Fitness Connection. We cannot confirm
nor deny the conversation that took place in the facility and this is why we
must go by the agreement.
 
At this time Fitness Connection will not issue a refund and respectfully ask
that this case be closed as resolved.
Respectfully,
[redacted]
Dispute Resolution Liaison

mso-fareast-language: EN-US; mso-bidi-language: AR-SA;">Fitness Connection does apologize for any inconvenience this may have
caused, our records do not show a request for termination on Ms. [redacted]’s
account. If Ms. [redacted] is able to provide proof that termination was sent
we would be more than happy to correct any issue. The acceptable proof would be
the certified letter tracking number or an email confirmation if done online.
 
 
 
          At this time Fitness
Connection respectfully ask that this case be closed as resolved.

Fitness
Connection apologizes for any inconvenience this issue may have caused,
unfortunately Mr. [redacted] account does not show any...

record of  a cancellation prior to the one received
01/13/15. If Mr. [redacted] is able to provide proof that termination was sent we
would be more than happy to correct any issue. The acceptable proof would be
the certified letter tracking number or an email confirmation if done
online. 
All
members with an account issue are contacted from our automatic dialer to return
the call at their earliest convenience. Our records show Mr. [redacted] was notified
by an authorized corporate office representative that his billing information
needed to be updated on 09/24/15 over the phone, at that time he agreed to call
back to bring his account up to date. Unfortunately we were unable to
speak with Mr. [redacted] until January after his billing information was
automatically updated in our system and our automatic draft attempted to
collect his past due balance in December.
The
cancellation request submitted on 01/13/15 is pending on Mr. [redacted] account.
Due to the 30 day notice required to cancel per the authorized
agreement,  Mr. [redacted] effective termination date is 02/26/15. Fitness
Connection will no longer invoice the account effective 03/01/15.
Mr.
[redacted] will be receiving a call from our corporate office to notify him of his
settlement balance of 102.57. Once the settlement balance is paid the credit of
32.69 will be applied to clear his past due balance to satisfy his concern.
At
this time Fitness Connection respectfully asks that this case
be closed as resolved.
 
Shauna,
Dispute Resolution Liaison
Office [redacted] (ext. [redacted])
Fax [redacted]

I just signed up for my membership and I really enjoyed how open the management was about their business. I looked at [redacted] and Revdex.com before going into the gym and brought up a lot of the complaints to the management. They walked me through how they are making positive changes and they were nothing but polite. I left feeling happy and excited to go to the gym. Fitness Connection has had some bumps in the road, but they are working hard to make their gym better. ","pos-1

If you are considering getting a monthly + training membership with this company you absolutely must read the contract (it will take you at least 20-30 minutes) -- otherwise, you will find yourself caught in a spider's web of exceptions and rules that are harder than any rock I've ever sat on. As a senior citizen with [redacted], who had paid monthly membership fees for my wife & I through December 2015, we signed in April 2015. The monthly membership fee should have been continued only through March 31, 2016, with one training session in April due to a missed appointment with the trainer. But no, in order to maintain the trainer's fees which were locked in through April 2016, we had to re-up the monthly membership fees in January 2016 after [redacted] cancelled the benefit -- that total was $117.00. Aside from other complaints I have with this company, my wife & I ended up being billed both the membership fees for April, May, & also, June 2016 -- which infuriated me -- this, after I had posted 2 "30 Day Cancellation" Notices on their Website in early April "as required by the contract" for both the membership fees & the training, which we were no longer using after March 31, 2016. So, we were charged -- for no return of services at all-- two months of membership fees [$19.90 X 2 + $40 x 2 'downs' = $117.90) + 3 months of the training fee ($105 x 3 = $315), totaling . We did use the exercise facility through the end of March 2016, but we had missed every single one of the "owed" training sessions after we re-upped the membership in January 2016. NEVER sign a contract with this company. If you do, you are locked in, regardless of your life circumstances, for the duration. They will charge you every penny. And then some. They illegally debited our checking account for the June 2016 training fee. It took quite a hassle to resolve it, but finally they "find" our cancellation notices & agree to return the June training fee of $105 -- in "4 -10 days". Their business practices are unprofessional & NOT consumer oriented -- in the interview it is all rosy, rosy, rosy; they suck you in (because you NEED the exercise, right?) with statements which more or less tell you "You can cancel your membership at any time" but omit the fact that you have to go to their web site to do so with a 30 day notice of cancellation; the fees continue to accrue if you don't cancel. Even one day later than the end of the month (April 3, 2016, in our case). We were then debited April membership fees + the training fee through May. Then they cause my account to overdue with their "mistaken" withdrawal of another $105 June 7. If you are a senior citizen, be wary, be cautious, of even thinking of signing a membership contract. Being locked into exercise contracts for any amount of time with this company is not healthy, for the reasons I've cited above.
","neg-1