Fitness Formula Clubs

Initial Business Response /* (1000, 5, 2015/05/28) */
Dear Revdex.com,
On 4/9/Fitness Formula Clubs (FFC) called *** (Member) to get updated billing informationMember stated "I will call back because I do not have my credit card on me"Member did not call back
5/2/FFC
mailed a letter to Member's home address asking for updated billing information
5/4/Member emailed FFC to talk about billing questions
5/5/FFC returned email to Member asking for updated billing information and payment optionsFFC also included waving late fee if payment in full
5/7/Member called billing and left a message with FFC letting us know his credit card and email were compromised
5/7/FFC called Member and left a message for a return call
5/7/Member returned call and stated "Who is this? You just called me" Phone call was disconnected
5/8/Member emailed FFC about billing situation
5/8/FFC called Member and left a message
5/8/Member called FFC stated "Who is this?"
Phone call was disconnected
5/8/FFC Oak Park Team called Member and left phone message and sent Email
***
May
to***, FFC
Hi ***
I just left you a message but wanted to follow up with emailI know you were working with our corporate billing team but they've asked me to reach out to you to see if I can assist
You questioned the amount of your account in one of your correspondence so I wanted to explain that to see if I could help outYou billing did not go through for March, April, nor MayEach month is $ so that would be $ 194.85; after each declined payment there is a $ return fee which would be a total of $ making your final balance $
You and I spoke on the 9th of April and you explained you were waiting on a new credit card and you would call us back to update once it got inWe also updated your email at that time
I understand you probably just forgot to call us back when the card arrived; it can be overwhelming updating everyone on a particular card when they are replacedI am willing to half the return fees with you in good faith that you just forgot about updating your account here which would make the balance needed to bring the account current to $
I hope that this seems fair to you and you will reconsider your idea of cancelling your membership which was also mentioned a few times in your emails with our corporate teamWe'd hate to lose you over this and understand your frustration just as I'm sure you can understand our need to collect on the duesI am perfectly happy to assist you in any way that I canI've left you a voice mail and you can reach me at the club via telephone or email - I am leaving the club today early for a training but can be reached by email if that's easier for you
Best -
5/8/Member paid moneys due and inquired about canceling membership
***
May
To ***
Yes of courseI do recall now
It's my responsibility
It's fair
Just it's a lot to cover right now
I paid through May, however what is the cancellation policy?
5/9/FFC emailed that Member needs to cancel prior to the 15th to begin the process without having to pay another month
*** [email protected]
May
to***
I completely understand the amount and appreciate the paymentI know you spoke with Jeff yesterday and got it taken care of; I was hoping to speak with you so I could work out a payment plan with you but I am glad that you were able to get it resolvedIf you choose to cancel before the 15th of this month you would not have any further scheduled dues but would have access to the club through the end of June
If you wish to (and I sincerely hope you don't) just let me know and I will send you the cancellation link via email
Best -
5/9/Member asks to have cancellation link sent
***
May
to ***
Please cancel my membership
Please send me the link
I do not wish to be charged further
5/18/Member Emails General Manager of FFC Oak Park
On Mon, May 18, at 11:AM, *** wrote:
Hi ***
Thank you for the offer to reach out to meAt the time, I was taken aback, and indeed I was frustrated by the communicationHowever, I realize It was my responsibility to keep my credit card information up to date
I did enjoy being a member for years, I have enjoyed the staff and the facilities
Paying the fees all at once made me reconsider my membershipI haven't been to FFC regularlyAt this time, the expense is a bit much considering that I do work out at lunch at my work's gym
Upon reflecting, I don't want to leave my membership with any negative feelings, and want to thank you for being such a good manager over the years
All my best
***
5/19/Member cancels membership with FFC
On Wed, May 20, at 5:PM, FFC Billing wrote:
***
Thank you for making a payment on 05/08/and submitting an online Cancellation Request Form on 05/19/
We have processed your cancellation request and I can guarantee that there will be no further charges
You will continue to have access to the club through 06/30/We hope that you will be able to stop by and take advantage of the club during this time
Please contact us with any additional questions or concerns!
Best,
*** cancelled his membership on 5/19/even though our policy states he must cancel before the 15th of the monthOur billing department still honored the cancellation and the membership will dissolve 6/30/
The $late fee can not be refunded due to several months of non-paymentWe did however reduce the fees from the original payment due
The member will not be charged for the month of JulyJune dues were already paid in full at the beginning of the membership and this is stated in their membership agreement