Fitness World Reviews (%countItem)
Fitness World Rating
Description: Health Clubs
Address: 6351 Westminster Hwy, Richmond, British Columbia, Canada, V7C 4V4
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+1 (604) 288-4097 +1 (604) 585-3356 +1 (604) 421-2433 +1 (604) 435-0611 |
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This complaint is regarding the Victoria location and the call center they use for billing. I used to love going to Steve Nash. At the time of my cancellation I was fairly satisfied with the services I recieved. When I cancelled the girl at the front desk assured me that I would not be charged anymore as my last month dues had been pre-paid for (at a HIGHER rate than the one I was paying at the end of my membership!!!). I had completed my 1-year obligation and had been a month-to-month member for a few months and was moving away from the area of the gym and would not be beneficial to have this membership anymore. I cancelled the credit card a few days later due to fraud and started getting phone calls from a ***. Three or more times per day, early in the morning and later than 10 PM. I would either miss the calls and they would leave no message or when I did answer it would be dead air and then someone hanging up. I finally called the number back and it is the call center for steve nash's collections!!! They are trying to tell me that I owe them my last month's dues and a club enhancement fee.***. I have asked the people at this center multiple times to stop calling me and yet, without fail I am being pho rd by them 3 if not 6 times per day. Now collections have started calling me too. I have good credit and never miss payments but I will not pay for something I am not receiving or using. Stop calling me and stop trying to charge me for a frivolous fee and last months dues that I have already paid for. When I terminated my membership I said I would consider coming back to the club if I moved back to the vicinity. I'd like to change that response to thanks, but not thanks. *** I have been told over the phone multiple times that there is nothing they can do, the manager is not available to speak with, I must pay the money as that is what is in the contract. I I was not given a copy of said contract for review and at the time of signing the contract you are being pressured to sign as it is a "limited time offer" and not to worry about anything you can cancel at anytime and no hidden fees after you finish you year commitment and you are a month to month member. Thusly I cancelled at anytime and yet here we are I am still being billed for hidden fees.
Initial Business Response /(1000, 5, 2019/05/10) */
Dear ***,
Re: Case #***: ***
Thank you for your email of May 10, 2019.
We do apologize for any frustrations our member has encountered with our billing team's auto dialer and collections processes.
We have reviewed our records and see that this member signed up for a one year term membership with us on November 10, 2017. The sign up fees on this membership were a total of $94.48 which included an enrollment fee, prorated dues and last month's dues. She was then committed to 24 biweekly payments of $14.16 including taxes and an annual club enhancement fee that was due every February 1st.
Please note that last month's dues on a term membership are automatically applied to the last month of the committed term. Therefore this member was not charged for her October 19, 2018 or November 2, 2018 biweekly dues, which were the last payments to complete her commitment.
After the committed term a member may terminate their membership at any time with 30 days prior written notice.
We received a request for cancellation from this member on January 23, 2019. As per the required 30 days notice, the member was responsible for any payment that fell within this period. This includes her January 25, 2019 and February 8, 2019 biweekly dues at her month to month rate of $11.54 including tax, plus her annual fee of $62.99 which was due on February 1st as per the original agreement.
Payment Options
To make a payment, she can:
1) Call into our billing department at *** and pay with her credit card
2) Pay online at: *** with her credit card
3) Head into any one of our locations and pay at the front desk
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(3000, 7, 2019/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Steve Nash needs to train their front desk staff on how to handle cancellation notices. Perhaps Steve Nash can review their records on how many times I actually attended their gym after cancelling my membership. The number is zero. I was told by the front desk person that my cancellation was effective immediately and that I would not have any more fees. If a member is automatically placed on a month to month agreement after their initial term is completed this is a new agreement therefore the previous agreement no longer stands. I had not agreed to a "club enhancement fee" as a month to month member and am not interested in paying said fee for a club I do not use. I will be happy to pay the two bi-monthly payments owed as a gesture of goodwill, even though I did not use the location once during this period as I believed my membership was cancelled. Otherwise, I am happy to not pay at all. J ***
Final Business Response /(4000, 9, 2019/05/14) */
Dear ***,
Re: Case #***: ***
Thank you for your email of May 14, 2019.
As per the Business Practices and Consumer Protection Act of BC, our membership agreements are "Continuing Services" contracts. At the end of a committed term it does not become a new agreement, it simply continues as month to month.
The agreement that this member signed states "POST TERM DUES: I understand that following the expiry of my Minimum Term or my pre-paid dues period (as applicable), my membership will continue as a month-to-month membership, and that Post term Monthly Dues, and the Annual Club Enhancement Fee, will be payable by me until my membership is cancelled as provided under this Agreement.".
Not only does the membership agreement that this member signed provide the cancellation terms, but the cancellation form she signed also states "30 days advance notice is required. ALL applicable payments will continue to be billed within the following 30 days".
The overdue on this member's account must be paid. However, as it seems there may have been a misunderstanding at the time of cancellation, as a customer service gesture we will provide 1 month of access in lieu of the time the membership remained active and the member was unaware she could attend the club.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
When Raymond C enrolled me I distinctly and clearly spelled out to him that I had to be on a monthly basis; not yearly, due to my medical condition; overcharging me, refusing to refund my dues, and to answer my calls, to arrange a meeting with Raymond. Yet he was too quick to grab my *** account to overcharge me ***. He had coerced me to sign the contract without giving me the time to read it all and clearly explain. I did not agree to it.
I handed Dr. *** Medical Certificate on Nov. 1st. '18, a day or so after. I was told I did not have to give a month's notice with it. They in fact lost it. When I did not get a response, I then again submitted a copy. Then they quickly showed my cancellation date incorrectly as a month later when it was supposed to be Nov. 2nd.
***
After Raymond signed I did not owe anything any more in the meeting with Jason, Some David guy coerced me to pay half and threatened to charge me to ***. ***
SN must reimburse me for 9/24/18 for whatever they charged $80.41 and $20 Dr's Certificate loss, they falsely told me to get without notice of cancellation and for all hassles, negligence, stress, false business practices.
***
***
Product_Or_Service: Using Gym facilities
Order_Number: n/a
Account_Number: Acct with Gen Credit
Initial Business Response /(1000, 5, 2019/04/11) */
Dear ***,
Re: Case ***
Thank you for your email of April 11, 2019.
We would like to apologize for any confusion or frustrations that our member has encountered with her membership and cancellation.
Our records show that an agreement for a committed term membership was signed by our member on September 24, 2018. Under the Business Practices and Consumer Protection Act of BC, consumers have 10 days from the date of acceptance of any contract in which they can cancel with a full refund, which allows all members time to read over the terms of their agreement.
We did not receive a cancellation within the first 10 days, however a request was signed by our member, due to a medical condition, on December 1, 2018. As per the committed term we required proof of her medical condition in order to terminate her membership.
Although her Doctor's note was dated November 1, 2018, we do not have record of receiving it until December 14, 2018 at which time we finalized the cancellation of her membership and there were no further payments owing.
In February 2019 however, we received chargebacks from our member's bank for payments that were due prior to the finalization of her membership. Although these payments were due and payable in full, our billing supervisor offered a 50% settlement as a customer service gesture which has been paid by our member and the balance was cleared on our end.
At this time we feel we have already met our member half way. If she is able to provide verification that she requested a cancellation, and provided her Doctor's note, prior to the above noted December 2018 dates, we would be more than happy to re-review her request to be refunded.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(3000, 7, 2019/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear *** at Revdex.com Vancouver:
BY SUBMITTING MY COMPLAINT, THIS IS A TRUTHFUL ACCOUNT OF MY EXPERIENCE WITH STEVE NASH...
1. I absolutely do not accept Steve Nash's response. If my email was clearly read, Jason and Raymond UNDERSTOOD WHEN THEY MET WITH ME ALL THEIR MISTAKES. I scanned the document Raymond signed that I DO NO OWE SN ANY MONEY. WHAT IS SO HARD TO UNDERSTAND? ***
I WILL SCAN THE DOCUMENT SIGNED BY SN THAT I DO NOT OWE ANYTHING.
I WILL SCAN THE DOCUMENT RAYMOND WROTE THAT I DO NOT OWE ANYTHING AND ANY OTHER DOCUMENT YOU REQUIRE.
2. THEY MESSED UP IN LOSING MY DOCTOR'S CERTIFICATE. I HAD TO HAND IT TO THEM ONNOV 2ND AFTER RECEIVING IT ON NOV. 1ST AS I WAS IN PAIN TO CONTINUE ON IN THEIR GYM.
3. CLEARLY THEY TOLD ME I DID NOT NEED TO GIVE 30- DAY NOTICE IF I BRING THE CERTIFICATE. OTHERWISE I WOULD NOT HAVE PAID $20 FOR IT. WITH IT, WHEN I WAS UNABLE TO CONTINUE, WHY MAKE ME PAY ANYWAY? THEY COULD HAVE WELL DOCUMENTED ALL WHICH THEY IGNORED.
4. WHEN I KEPT CALLING THEM, THEY REFUSED TO RESPOND. MISOON IGNORED TO ARRANGE A MEETING WITH RAYMOND. RAYMOND HAD ME SIGN CONTRACT WITHOUT EXPLAINING ABOUT CANCELLING,ETC., ***
5. THERE AGAIN, I WAS FORCED TO MAKE A DEAL BY THE SO-CALLED DAVID WHO COERCED ME TO PAY HALF ***
6. I ***
7. SN MUST REIMBURSE ME FOR 9/24/19 FOR $80.41 WHEN I WAS NOT SUPPOSED TO BE CHARGED FOR THE ANNUAL BASIS OR WHATEVER IT WAS WHEN I DID NOT STAY MORE THAN A 2 MONTHS..
8. IT IS SN'S RESPONSIBILITY FOR LOSING MY CERTIFICATE FOR THE TIME I BROUGHT MY COPY WHILE WAITING; AND FOR INCORRECTLY WRITING CANCELLATION DATE A MONTH LATER, AS THEY FELT THE NEED TO. I DID ALL MY DUE DILIGENCE AND NOW THEY MUST DO THEIR PART IN WHATEVER THEY OWE ME. IT DOES NOT SOUND LIKE THEY ARE APOLOGETIC, OR THEY WOULD HAVE LEARNT AND KNOWN HOW TO DEAL WITH CASES WHEN THEY CARELESSLY REFUSE TO BE RESPONSIBLE FOR THEIR MISTAKES.
9. I EXPECT MY REFUNDS ASAP. TO NEVER AGAIN HAVE ANY DEALINGS WITH SUCH UNSCRUPULOUS PEOPLE WHO HAVE CARELESSLY LIE AND HAVE NO RESPECT FOR PEOPLE. I AM AN HONEST ABIDING CITIZEN AND FEEL SICK TO DEAL WITH SUCH PEOPLE AND THIS MUST STOP IMMEDIATELY. HAVING IN WRITING BY RAYMOND THAT I DO NOT OWE SN ANYTHINGS, LOSING MY CERTIFICATE, NOT FOLLOWING UP ON PHONE CALLS, THREATENING, COERCING, AND SO FORTH WRONGLY DEDUCTING FROM MY ACCOUNT.
Revdex.com OF VANCOUVER, I STRONGLY URGE YOU TO TAKE UP THIS MATTER PUBLICLY SO OTHERS WOULD LEARN FROM THIS LESSON. I AWAIT MY FULL REFUND.
MANY THANKS *** FOR TAKING UP THIS MATTER PROMPTLY.
***
Final Consumer Response /(3000, 21, 2019/05/13) */
***
May 9, 2019, 4:49 PM (16 hours ago)
to Better
Many thanks for responding to my second case #XXXXXXX, ***,
with Steve Nash Fitness World and Sports Clubs
I have represented that it is a truthful account of my experience with
SN. Sorry I did not catch this error sooner *** If only I used your service in the beginning, I wld not have been through so much of hassles.
I really appreciate your assistance. I will phone in my *** # to them for refund of $74.79.
***
Final Business Response /(4000, 30, 2019/06/03) */
SNFC Member Services
May 31, 2019, 4:31 PM (3 days ago)
to me
Hi ***,
We will not be participating in mediation for this complaint.
We have a signed agreement from this member and she is fully responsible for the terms. A cancellation request was signed by her on December 1, 2019 and the required Doctor's note was received from her on December 14, 2019. Although her Doctor's note was dated November 1, 2018, we do not backdate a cancellation.
The last dues invoice paid on this account is dated November 2, 2018, we have waived/refunded all other charges after that date even though they were due prior to her cancellation being finalized.
The sign up fees that this member is now requesting we refund are non-refundable after the initial 10 days as per the Business Practices and Consumer Protection Act of BC. This member also made use of our facilities and is not entitled to a full refund.
We feel we have done our best to resolve this member's issues and have already provided a refund for payments that were due and payable by her as a customer service gesture.
Please let us know if you require anything further.
Connie G
Member Services Team Manager
Steve Nash Fitness World & Sports Club
Office:
I joined the Steve Nash Fitness club in 2013.
I was moving to Mexico for a few months so I cancelled my membership 3months before it was over.
I used a bank account that was a holding account...basically an account I hardly ever use.
Well, recently I went to the bank as we are buying a house and needed every cent we have.
Shocked I saw that I was being charged all kinds of fees because this account is suppose to stay above $5000. Confused I asked them to print off details.
Steve Nash has been withdrawing from our account for 4 yrs.
Approximately $2500
***
How is this possible???
***
I want all my money back!
and *** demanding for upkeep fees. Did not listen to requests for good times to call. Calling repeatedly when I clearly stated I was abroad and would deal with the matter upon return. *** and *** calling of my phone, often twice or more per day for weeks. I had to block the calling number. They also Ignored requests of mine for good times to discuss based on my travel plans. Rude and *** customer service even though I'm not using the gym demanding and calling upkeep fees "not optional". This is all for an upkeep fee of around $50. This is a small fee and I feel that the tactics were excessively *** and *** for this amount. I had asked them to stop calling me and to call me after I get back from my trip but they continued to harass me via repeated calls - which are long distance. After years of membership in good standing I felt as if the company had no respect for my personal space at lol.
Initial Business Response /(1000, 5, 2019/02/21) */
Dear ***,
Re: Case ***
Thank you for your email of February 18, 2019.
Our sincere apologies for the disappointing service it seems our member has received, we will be reviewing our policies and procedures with our billing team.
As a customer service gesture we have waived the overdue on her account, but do request that she update her billing details with our club staff upon her next visit in order avoid any further frustrations with future billings.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(2000, 7, 2019/02/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Response was adequate and it makes sense for the gym to just wait until I next visit to update my change in billing information.
-
See Attached
Dear Tricia,
Re: Case #1295645: Marcel L'Herault
Thank you for your email of February 15, 2019.
Our records show that this member signed up to a one year committed term agreement with us on November 11, 2017. The membership enrollment fee was waived and the member was only required to pay prorated dues and his last month's dues up front.
The membership term was for a minimum of 24 biweekly payments, in the amount of $29.91 including taxes, commencing November 17, 2017.
The last month's dues, paid at the time of joining are applied to the last month of a member's committed term. For this member it applied to the biweekly payments due on October 19, 2018 and November 2, 2018.
After the term is completed the membership continues on a month to month basis and can be cancelled at any time with 30 days prior written notice.
We received a cancellation request from this member on October 24, 2018. As per the required 30 days his November 2, 2018 and November 16, 2018 dues were still payable, with the last month's dues already applying to November 2, 2018.
The November 16, 2018 dues were payable by this member, however as a customer service gesture in lieu of any confusion or miscommunication at the club, we have waived the balance owing.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
This complaint is directed towards Steve Nash Fitness World, Granville St Location in Vancouver, BC. 610 Granville St.
I have attempted to resolve this issue with the Fitness Manager, General Manager, and District/Regional Manager of the company at the aforementioned location. I have sent multiple emails over the course of 18 days, with only one response back from these three aforementioned individiuals containing a response other than "I will forward your complaint on to my manager".
My issue is as follows: Steve Nash Fitness World gave me a free personal training session in November 2018. I enjoyed my free session with the trainer, he sold me ten personal training sessions, for use with him. The Fitness Manager processed my transaction, gave me the impression that my ten sessions would be with the one trainer, we signed a contract, I swiped my credit card, and he said he would provide me with the contract. He never provided me with the contract.
I used up six of my ten sessions. Personal trainer ceased to be employed with the company. I had gotten so far along in my training regimen, I didn't want to start over with a new trainer. I requested a partial refund for the four unused sessions. The request was denied, and my emails have been subsequently ignored. No further options were provided, other than I need to keep my unused sessions and they will give me one free extra one. The company states that the contract states that the sessions can be with multiple trainers, and that refunds can only occur within 10 days.
I never received the contract, I was never told that my sessions could be with two or more trainers, and I was given the impression by the Fitness Manager who processed my transaction that all of my sessions would be with the one trainer who I decided to purchase the sessions with.
Company refuses to provide me with partial refund. I feel duped and tricked. Who would buy a 10 session package with a trainer, only to be told later that the ten sessions could be given by 2,3,4 or 5 trainers? That is absurd and should be explicit up front. Definitely not reasonable.
Consumers beware- don't buy personal trainer sessions with this company.
Initial Business Response /(1000, 8, 2019/02/21) */
Dear ***,
Re: Case ***
Thank you for your email of February 20, 2019 and our apologies for the late response.
Our records show that this member had purchased several personal training packages and signed an agreement each time.
When signing an agreement the member is acknowledging that they have received and carefully read the Fitness Service Agreement (front and back).
All of our fitness agreements confirm the same fitness service policies and protocols, which include "Trainer Availability: Client is purchasing a program and not the services of an individual trainer. The assigned trainer may not be available to conduct any one or all sessions in which case another trainer will be assigned. Member is not entitled to a refund if the originally assigned trainer is not available".
Although the sessions are non-refundable we do understand the frustrations in having to start with a new trainer, which is why an additional free session would have been offered as a customer service gesture.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(3000, 10, 2019/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have since resolved this issue with the Fitness Manager of the location in question and obtained a partial refund for my unused sessions.
However, I wish to note that I am very dissatisfied with the way the company resolved this issue. It took dozens of emails and two entire months to reach this point.
The Fitness Service Agreement that you refer to was never provided to me when I initially signed the contract, as your company never printed, emailed or mailed me a copy of the contract. The Fitness Service Agreement is also not available to read when I sign in for my personal training session, nor is there time to read it upon sign in as the "clock is ticking" for the 50 minute session purchased.
I recommend you at the very least make the contract immediately available to customers upon signing, and ideally also verbally advise them that the sessions are not solely with the one trainer. This will avoid similar misunderstandings in the future.
Thank you
I have had several situations in which SNFW has disappointed me. Once I was not made aware that I was still paying for an account that had been cancelled and the most they could do for me was give me that time back in a membership (which I had previously thought cancelled and did not want, also note I was a minor at the time in question and my father had gone in to cancel my membership for me, at which point they simply switched it from his payment method back onto my old one, not informing him that I had to be the one to actually cancel the membership). More recently though they used a trick in their contract, the fact that I had prepaid for a month of membership in order to force me to stay around long enough to pay their annual membership fee when I wanted to cancel. None of this was ever made clear, the fact that the annual membership fee even existed in the first place was not told until the issue came up and they sign you up extremely hurriedly, not giving you anywhere close to a proper amount of time to read all of the terms and conditions, pressuring you while you sign and assure you that there's "nothing to worry about" and its just the "regular legal stuff".
Initial Business Response /(1000, 13, 2019/02/21) */
Dear ***,
Re: Case ***
Thank you for your email of February 20, 2019 and our apologies for the late response.
Our records show that this member originally joined as a Family Add On to his Father's membership, on a one year committed term, in February 2012.
In June 2015 our member visited our Victoria location interested in purchasing a membership at which time we advised that he was still a member. We have no record of a previous cancellation request, however as a customer service gesture offered to provide some dues credits in lieu of the time he missed when he thought it had been cancelled.
A cancel request for this membership was received on May 16, 2016 and as per the required 30 days notice, the membership was cancelled effective June 15, 2016.
The member then rejoined on a month to month membership with us on April 13, 2017, at which time the enrollment fee was waived and the member was only required to pay his last month's dues up front. As per the terms of his new membership agreement there was an annual club enhancement fee due every July 1st and all of our memberships require 30 days written notice for cancellation.
We received his cancellation request on June 12, 2019 and as he had prepaid his last month's dues when he joined this credit was applied to dues payable within his 30 days cancellation notice, however his annual fee also fell within that time.
Every consumer has 10 days after signing an agreement to read over the terms and try out the services. They may choose to cancel within that 10 days for a full refund, however if they choose not to cancel they are responsible for the full terms of the agreement that they have signed.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
They wont stop phoning me, asking for *** who obviously isn't at this number. I have asked them to stop calling me, take my number out of her account, etc and they wont stop. When I ask for a supervisor they say there isn't one. When I call the number back and ask for a supervisor they take my name and number and never get back to me.
Initial Business Response /(1000, 5, 2019/01/17) */
Dear ***,
Re: Case ***
Thank you for your email of January 17, 2019.
We apologize for any frustrations or inconvenience.
We will make every effort to remove the phone number she has provided from all of our internal systems. If she still receives communication from us please have her contact our Member Services Team directly so that we may try to further assist.
Our Member Services Team is available Monday to Friday 8:30am to 5:30pm at (XXX) XXX-XXXX.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(2000, 7, 2019/01/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
When wanting to sign up for an annual membership at Steve Nash Fitness world in Victoria for an annual membership I was shown on their screen that said company claims I was in debt 229.75. The original contact was 18 months switching to month to month after that time. I called and ended up cancelling by email 30 days prior to the end date considering the matter closed. As I assumed it was closed and the membership cancelled I stopped going to the gym and 5 years later do not have the email that was sent. I contacted Steve Nash to settle this matter and though they were offering reduced sums to be paid I feel it is unfair for me to have to give over hard earned money because of their error.
Initial Business Response /(1000, 5, 2019/01/10) */
Thank you for taking the time to reach out to us, although I do not have record of your cancel from 5 years ago, we are willing to honor that you sent in a cancellation. The outstanding balance on your account has been written off. We hope you decide to return to our Victoria location to complete your new membership. If you have any more questions or concerns please email s
Steve Nash Fitness World sent an email advertising the following and I quote verbatim from the email I received on December 23, 2018:
Our Retro Rate is coming!
"Help your friends save and get a free month on us!
Starting December 26th, you can get up to 3 friends or family signed-up and paying the same rate as you! This is a great opportunity to help people in your life get healthy and save some money to start the new year.
This deal isn't just for them! We'll give you 1 month free for referring friends and family to this deal.
This promotion ends December 31st, so visit us in-gym and take advantage of this limited time offer.
Happy Holidays!"
I visited Kitsilano Steve Nash Fitness World at #200-2150 West Broadway, Vancouver, BC a couple of days after Christmas to take advantage of this offer. I was told by a sales associate that my membership of $96 a year would not be honoured and that the cheapest rate that my partner could sign up for would be $9.99 bi-weekly (or $239.76 annually). I spoke to Princess L, the manager of that branch and she told me that she could not honour my rate and that the minimum mentioned in the prior sentence was the minimum rate and that that rate applied to membership in a single branch whereas my membership allowed me to use the facilities of any branch of the club. I told her of my concern about misleading advertising and she acknowledged that the ad was misleading.
I also called Steve Nash Fitness World head office this morning, January 2nd, 2019 and spoke to their customer experience Manager whose name I do not recall at the moment. When I told her about what I considered misleading advertising, she told me that it was an error on their part to express it that way but that they would not honour my membership rate for a new client of the club. She told me if I wanted to take the matter up further I would have to email a higher up member of the management team. I told her I would prefer to speak to someone instead. She said no one was available
Product_Or_Service: Fitness Club
Initial Business Response /(1000, 5, 2019/01/07) */
It was not our intention for the advertisement to seem misleading, the Retro Rate campaign was created for month to month memberships; prepaid memberships were not included in this offer as we had a separate offer running simultaneously them. Our club staff offered to give ***'s partner our lowest biweekly rate in an effort to get as close to possible to his annual payment. We also discussed the best prepaid offer we had going on over Boxing Day, which was 50% off prepaid memberships.
As a service gesture we are willing to extend either of these expired campaigns to ***'s partner should they still wish to join.
I first went to Steve Nash Kelowna Sept 9/17 for a free week, which I never actually received as the rep signed me up right away.
I cancelled my membership Nov 29/18 and was told my regular $21 bi-weekly payments would come out for December. I was not told of any other charges by the rep, nor did it state that on the form she gave me.
On December 3 my account was debited the yearly enhancement fee of $62.99 which caused *** an NSF fee of $48.
Again, I was not told this fee would come out and it doesn't even make sense as I will no longer be using the gym's facilities. Last year's came out Dec 1 when I had been a member for a little less than four months.
I spoke to a woman who deals with payments who told me there is nothing she can do, she can't talk to head office on my behalf so I asked her to call while I was in her office, which she did. Then I was told by Rene at Head Office there is nothing she can do except waive the rest of December's bi weekly charges.
Initial Business Response /(1000, 5, 2018/12/07) */
Dear ***,
Re: Case ***
Thank you for your email of December 7, 2018.
Our records show that this member signed an agreement with us, for a month to month membership, on September 5, 2017.
As per the terms of her agreement there is an annual club enhancement fee of $59.99 plus tax due every December 1st.
The cancellation terms on the agreement do indicate that we require 30 days prior written notice, as well this is confirmed on our cancellation forms which she has signed and initialed where it states "...30 days advance notice is required. ALL applicable payments will continue to be billed within the following 30 days..."
We received a cancellation request from this member on November 29, 2018 and her annual fee was due on December 1, 2018 which was within the required 30 days. The fee was due and payable and is non-refundable.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
In 2016 I had a membership with Steve Nash Fitness Club at their Langley, BC, location. I noticed they were charging my credit card twice every month so I went in to inquire, where I was told to contact their credit department. I called them and they demanded copies of my credit card statements to prove the charges. I emailed the statements to them (***) and waited 3 months for a reply. They then told me that the charges were for my husband who I had signed up. This issue was I didn't sign him up, as he never went in to sign his contract and they even confirmed an unsigned contract would not be valid. I asked several times for a copy of the contract and they just ignored my request. The most they would offer me was to move the money they had charged as a credit on my own account, and refund me only the 3 months that I was charged while waiting for them to respond to my email. They called me to get my credit card information for the refund, and I requested again that all the amounts charged be refunded as well. They refused and said I could take the credit on account or nothing at all. I asked what would happen to the credit on account if I cancelled my own account as well, and they advised it would still not be refunded. I was very frustrated at this point (the credit was $700) so I told them to just cancel all accounts being charged to my credit card as I did not desire to be a client of theirs after the way I had been treated & I did not trust them to have my credit card anymore. The person I was speaking to said they would cancel it. There were no charges on my account for 1.5 years then suddenly they started up again. I emailed the credit department again and they said it was because the credit ran out so now I am being charged again. When I told them I had cancelled it over the phone they asked for proof as there are no notes on my account regarding cancellation. I told them how I supposed to provide proof when their employee was the one that made the error. The only proof I have that I cancelled my membership is the fact that I have not used it since the issue in 2016, as I was under the belief that it was cancelled. They are now refusing to refund any of the money they have charged my credit card again. I have asked them repeatedly to provide me a copy of my contract and they just completely ignore the question. They have been very rude and have now *** almost $1000 from me.
Initial Business Response /(1000, 5, 2018/12/18) */
Dear ***,
Re: Case ***
Thank you for your email of December 4, 2018.
We have reviewed this account and although we have no record of receiving a written request for cancellation, as a customer service gesture and in lieu of the frustrations this member has encountered with their accounts, we will be refunding any payments taken in 2018.
The refund will be in the amount of $332.82. To finalize this refund we will require the member's *** details, if they can please contact our Member Services Team at (XXX) XXX-XXXX.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Signed up for a 7 Day Free Trial, upon arrival to finish signing up for the trial was immediately shown plans and pressured into signing up BEFORE even getting to complete the trial. With assurance of being able to cancel within the given parameters, as highly suggested signed up for the 1 year membership, before the opportunity to even start the free trial. Shortly after signing up due to personal matters there is no longer the ability to utilize the membership. As stated on their website," A member may cancel an agreement from the day you join the contract until 10 days after you receive a copy of the agreement." to this day the contract still has not been received and numerous attempts to require the contract have been made with no success.
Product_Or_Service: 1 Year Membership
Account_Number: Membership ID:
Initial Business Response /(1000, 5, 2018/12/04) */
Dear ***,
Re: Case ***
Thank you for your email of December 4, 2018.
Our records show that this member signed an agreement with us, for a committed term of 24 biweekly payments, on June 26, 2018. The obligation date on her agreement is July 9, 2019.
Under the BPCPA of BC consumers may cancel a contract from the day they enter the contract until 10 days after they receive a copy of the contract.
Upon signing the agreement the member has agreed that "...I acknowledge that I have received a copy of this Agreement, carefully read and understand the contents of this Agreement (front and back) and I agree to perform or cause to be performed my obligations under this Agreement...".
As our member signed the agreement on June 26, 2018, acknowledging that they have received a copy of their agreement, and we did not receive a request for cancellation from them until July 10, 2018, they do not qualify for a cancellation at this time.
Once their committed term has been completed they may cancel their ongoing month to month membership with 30 days prior written notice.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(3000, 7, 2018/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please produce the signed contract which states I have received a copy of the agreement.
Final Business Response /(4000, 9, 2018/12/10) */
Hi ***,
This consumer has asked for a copy of their signed agreement with us.
Thanks,
***
The Member Services Team
Steve Nash Fitness World & Sports Club
Steve Nash lost my paperwork for cancelling my subscription, then proceeded to charge me for two extra months, despite me contacting them multiple times and asking them to cancel my membership.
Timeline:
I filed the original cancellation in person 12 weeks ago as of the last week in November.
Found out they lost the paperwork 9 weeks ago and was reassured by them that they would cancel it immediately and the they would backdate the cancellation. The person at the front desk was extremely apologetic.
4 weeks ago I saw charges on my credit card, after which I called in and was reassured that this would be taken care of and a refund would be processed.
And now the membership still has not been cancelled, and Pauline S is refusing to offer me a refund that was previously promised me.
Initial Business Response /(1000, 5, 2018/11/28) */
Dear ***
Re: Case #***: ***
Thank you for your email of November 28, 2018.
We would like to express our sincere apologies to our member for any confusion or frustrations.
We have located his cancellation request dated September 24, 2018 and have terminated his membership immediately.
We will be processing a refund for any payments taken after his cancellation, and to finalize this refund we will require his full *** information. If he could please call or email our Member Services Team at (*** or ***
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(2000, 8, 2018/11/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Steve Nash Fitness clubs in Langley re-instated a membership, with no notification to myself, and proceeded in making withdrawls from my account using account information provided for direct payroll deposit only via void cheque. I originally signed up for membership in 2014 at the Abbotsford location on a corporate membership with my husband (now ex husband) and payments were agreed to be withdrawn from his ***, which is now cancelled. I then added on access at the Langley location for an additional monthly fee. In 2015 I began employment with Steve Nash Fitness as a receptionist, I was asked to sign a form cancelling the membership, which it was for both my ex husband and I for the duration of my employment. At the time we were separating and I had established my own personal chequing account and he cancelled the ***. I also provided a void cheque to Steve Nash Fitness Langley authorizing direct deposit only. In 2016 I concluded employment with Steve Nash Fitness. A withdrawl amount of approx. $18 a month began in 2017 and had continued for several months under an alias business name(I unfortunately don't remember the name), after I had left the employment of the Langley location. I contacted the head office, who denied the cancellation. They stated that I had put my membership on hold, not cancelled it, but would not provide any documentation. They asked me to provide proof of cancellation, which of course I could not. They then asked me to write and email to their service centre stating that I would like the membership cancelled, which I did, and they provided confirmation of the cancellation through email and the payments stopped, but were not reimbursed. I had only an email trail of proof which, after a length of time of not seeing any further withdrawls, disposed of. Today, November 20, 2018 I discovered that on October 2, 2018 an amount of $78.97 and November 2nd 2018 an amount of $89.49 was withdrawn from my account, without authorization, under a business name of ***. I have been contacted by @SNFCServices on *** asking me to provide personal details so they can "look into this for me", I refused their help. I no longer trust them with my personal information. I witnessed these *** practices first hand while working for Steve Nash Fitness and it is a substantial reason I concluded employment with them. I contacted my financial institution, *** who has reimbursed the amount of $89.49 and launched an investigation on the *** activity.
Initial Business Response /(1000, 5, 2018/11/21) */
Dear ***,
Re: Case ***
Thank you for your email of November 21, 2018.
***
After 90 days of employment with our company any staff who already have a membership with us are able to freeze their membership at no charge. At the end of their employment, if they continued to use our clubs, their dues payments would resume. Our records show that this member had used our clubs after her employment ended with us.
Our payroll and membership departments are completely separate and for privacy reasons we would never exchange personal banking information between them. If we had our member's banking information on her membership account, it must have been provided to us at some time for that reason.
Any month to month membership can be terminated with 30 days prior written notice. As per the terms of the membership agreement this notice can be submitted by registered mail, email, fax or personal delivery. Our Head Office and Member Services contact information is listed on our web site under the "Contact Us" tab at https://www.snclubs.com/contact/.
Over the course of our company's history, our legal name has changed on a couple of occasions due to the sale of our business. At the time of enrollment our legal name would be noted on the signed membership agreement. Members are then notified by mail and/or email of any changes to our business name after registration.
Our current legal name is SNFW Fitness B.C. Ltd., previously it was FWG Acquisitions Ltd. Our member's bank statements could show either of those on their statements; it could also show Steve Nash Fitness Clubs or Steve Nash Fitness World.
If we had erroneously charged our member, for any reason, we would be more than happy to refund those charges, however we are in no way connected to *** and have no record of charging this member's account.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Sukhi one of the employ lured me in getting a personal training session worth $1200. considering their 10 days refund policy, I called in before taking any lessons for the refund and was told to come in to talk about it. when I went in gave them all the reasons I had to opt for not taking the sessions like I have to go to India since my grandma passed away and I need that money back. plus I am a student and can't really afford that. I even told him that I wanna try losing weight own my own before actually opting for a trainer. I was there for about one and a half hour but the fitness manager said none of the reasons I gave are enough. so finally I made an offer to do half the sessions and asked for half the money back which he agreed to. At the end of the sessions, I didn't get any results as I expected and they asked me if I wanted to increase the sessions but I said no and asked for my refund but the manager said that the refund got denied for some reason. I told them since I am going to India, I give my sister to talk on behalf of me, and they made me sign the papers for that as well just like they made me sign the papers for a refund. But when my sister called Josh was very rude to her and said that she doesn't know anything and will talk to me when I get back. I wrote a *** complain regarding the same for which the head office contacted me and told me to talk to Julian, the new fitness manager at the location, I called her literary day and night for approx 1 month but she said she still has to talk to her boss and will call once she does so. after one month when I called her she said she forgot to email me that she can't do anything about it. and gave me head office number again. when I called them they can't do anything since they don't have anything on their file. I feel totally helpless now and don't really know what to do. I have never felt this depressed and vulnerable my entire life. I hope writing a complain here might help me in some way. I have already lost my hopes.
Initial Business Response /(1000, 5, 2018/11/20) */
Dear ***,
Re: Case ***
Thank you for your email of November 19, 2018.
Our records show that our member purchased a 12 pack of personal training sessions on March 20, 2018 with an expiry date of September 20, 2018.
Under the Business Practices & Consumer Protection Act of BC our member only had 10 days in which to terminate this agreement. Notice of cancellation must be given by a method that would allow the member to prove that she gave notice, such as registered mail, fax, email, or personal delivery. No cancellations are accepted by telephone.
We have no record of a cancellation request, or amendment of the agreement, within the first 10 days or subsequently.
Although we are unable to refund and the sessions have expired, with an active membership we are willing to extend her expiry to allow her to use the remaining sessions.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
I was a member at the Steve Nash gym at city square until I suffered a major concussion *** and a separate injury that severed the tendons in my hand the same week. I was suffering extreme memory loss and was heavily sedated after my surgery. I do not recall much of that month, but once I become more mentally cognitive they had passed my billing to a collection agency. I was told they phoned me multiple times and instructed me how to cancel. I could no longer come in, in person, ***. Trying to resolve this issue now I am told if I was able to answer the phone I should be able to write an email to cancel my membership.
Initial Business Response /(1000, 5, 2018/10/19) */
Dear ***,
Re: Case # ***
Thank you for your email of October 19, 2018.
We are sorry to hear of our member's medical concerns.
Our records show that this member's account starting falling overdue in April 2018. Our billing department was reaching out to him via telephone for payment and according to notes on his account he was explained how to terminate his membership on 3 separate occasions.
As there was no payment made to the overdue, and the account had been past due more than 90 days, we terminated the membership per delinquency effective August 15, 2018.
Although we do not typically backdate a cancellation, if this member can provide a Doctor's note to verify his medical incapacity to process a cancellation on his membership, we would be happy to review his request. This can be forwarded to our office directly at ***@snclubs.com.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
I signed a contract for 36 personal training sessions and haven't completed all of them in the agreed time. Consumer protection act says that if the services are not rendered or unacceptable I can have my money back. I'm still missing 15 sessions
Initial Business Response /(1000, 8, 2018/09/24) */
Dear ***,
Re: Case # ***
Thank you for your email of August 29, 2018, we apologize for the delay in our response.
As per our Personal Training agreements there is an expiry date which is clearly indicated. All sessions must be completed prior to this expiry date.
According to notes on this member's account with us, this matter has been resolved internally.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
The company is offering a promotion to sign up one new referral at the rate that the referring member currently pays with no initiation fee. When I requested to sign up using the promo I was told that my current rate would not be matched for a new member because it is lower than their promotion allows. When I clarified that the promotion did not state any limits or exclusions I was told there was nothing that could be done to honour the offer. At my current rate and access terms the offer would allow my referral to sign up for about $12 bi-weekly. I was told the lowest they could offer for the same quality of membership is $29.99. Please contact me by email if you require a copy of the email promotion.
Initial Business Response /(1000, 5, 2018/08/30) */
The retro rate campaign, was set up for month to month billing, any MTM (month to month) rate would be matched for on their friends MTM new membership. ***'s plan is prepaid one year in advance and does not qualify for the retro rate campaign. We have replied to *** with the same message. We have also offered to have our sales team reach out to his friend with our other current offers as well as our current prepaid pricing.
Initial Consumer Rebuttal /(3000, 7, 2018/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The qualification of the offer provided in the response includes additional terms and conditions not included in the original offer. The original offer states that they are offering to sign up new members for rates as low as $9.99 bi-weekly. It does not state that it is a referral program exclusive to members currently enrolled in bi-weekly payment and excludes members enrolled in annual payment. It simply states that new members will be set up as bi-weekly. This suggests that a lump sum annual amount would be matched and divided into bi-weekly amounts. My current package would be approximately $12 bi-weekly when divide from the lump sum. This still exceeds the $9.99. For clarification I have pasted the terms of the offer below:
This offer ends tomorrow, so you need to act fast!
When you sign up a friend or family member on a 12-month membership before August 26, they'll pay the rates that you pay, plus $0 enrolment! To show our appreciation, you'll receive a free personal training session OR one free month!
Don't wait!
A few things to remember:
This offer is limited to one new referral per member
Your referral gets $0 enrolment fee (that's savings up to $200!)
All new members will be set-up on a bi-weekly payment plan
This offer is only available for a 12-month-term membership
Offer expires 11:59pm on August 26th, 2018.
So why wait? Head into a club today for this limited time offer!
Final Business Response /(4000, 13, 2018/09/25) */
As a good will gesture we are willing to offer a prepaid package to the member's friend at a similar rate to his original signup package, in effect matching his retro rate. Someone from our management team will contact him with the details.
Final Consumer Response /(4200, 15, 2018/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from this business offers a resolution that does not match the original terms of the advertised offer. The resolution requested is to have the terms of the offer honoured as advertised without additional terms and conditions.
I have a very serious concern with the security and privacy of my account information At the Kelowna Steve Nash Fitness.
I was approached by someone who I barely know while I was at my work. This individual
stated that he was shown my account by a friend of his who worked for Steve Nash in Kelowna. I
feel that this is a violation of my privacy. This employee of the Kelowna Steve Nash Fitness accessed my account for non
work related reasons without my consent and disclosed that information to an individual of the
public. This individual then approached me in my place of work with this information.
The complaint was submitted to the Company at the beginning of April 2018.
There have been some conversation back and forth as we identified the individual involved. It was concluded that the individual had quit prior to all this coming to light.
I then attempted to contact the company with regards to how they intend to keep this from happening again to me or other clients. I received no answer.
Initial Business Response /(1000, 13, 2018/09/24) */
Dear ***,
Re: Case ***
Thank you for your email of August 24, 2018.
Our sincere apologies for the delay in our response while we investigated this matter. Unfortunately the General Manager who was overseeing our Kelowna location at the time of this incident is no longer employed with us.
We can assure you that our member's privacy is of utmost importance to us and we have done everything in our power internally to ensure a situation like this does not happen again in the future.
Should you require any further information, please do not hesitate to contact our office, Monday to Friday 8:30am to 4:30pm.
Sincerely,
SNFW FITNESS B.C. LTD.
DBA STEVE NASH FITNESS CLUBS
Initial Consumer Rebuttal /(2000, 15, 2018/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)