Fitworks Holding, LLC

We have tried to explain the member that we are working at several different options for them We should have more detail and more clarity within the next couple of days Thank you

I received and reviewed Miss [redacted] complaint and this is our response Miss [redacted] joined our facility back in March (copy of the membership agreement attached) Her contract term was for a period of months at a monthly rate of $per month There was the initial down payment of $with payments remaining There were only two of the remaining payments made on the account (April and May), before it went to collection for non payment According Miss [redacted] complaint, at some point she moved her residence and apparently still within miles of the facility We have no record of her move, regardless as she stated, the move was within miles of the facility According to Kentucky law, as long as a member relocates within miles of the facility they are under obligation of the contract terms This is not our law or our rule; this is mandated by the State of Kentucky.We make a point to specifically explain the terms of the agreement so the member fully understands what they are signing, we feel confident in stating that we have done so in this case As far as what happened with the personal trainer it's all she said he said, she never signed up for a personal training membership so there is nothing here for me to address This account has been in collection since early and now this has become an issue for Miss [redacted] This is a perfect example of someone ignoring their credit, and years later they are trying to buy something and oops this shows up on their credit report Now it becomes an issue and the accusations start to come out.In conclusion, once this goes to collection it's pretty much out of our hands If the collection reported this debt to the credit bureau, than it cannot be removed I imagine if ultimately Miss [redacted] decides to pay the debt it will show as settle, but there is nothing we can for her at this pointRespectfully,Tony S***

I received Miss [redacted] complaint and reviewed her comments I'm sorry that Miss [redacted] has had such a bad experience with us I would however like to address some of the complaints Yes the A/C units were out for a while but not the all summer We have since fixed all of the units, and yes it took a little time to get them all done Our yearly fee is charged once a year and we do not prorate any refunds nor do we charge our members for a prorated amount if they cancel before the yearly fee due date I have checked with the manager and the assistant manager and I have been reassured that never at any time the was any comments made regarding the yearly fee being "stupid".As far as not all employees been familiar with the contract, that is a possibility Normally if you are not involved in the sale process you may not be as familiar with the contract as a sales person would We will make a better effort to better train some of these employees in the future.I cannot refund the yearly fee of the last payment, but as a gesture of goodwill I will submit a refund to Miss [redacted] for the $early termination fee she paid to cancel the account That is more than what she asked for, but we are trying to do what I think it's fair at this point.Although I cannot correct any past issues, I hope this is satisfactory to Miss [redacted] .Respectfully,Tony S***

I have reviewed Mr [redacted] complaint and this is our response On December 2nd Mr [redacted] signed up an a new agreement for a period of months plus six months free On January 1st we transferred all of the membership agreements to Crunch Fitness We notified all of our members by email about the change and that we were closing our Florence location Crunch Fitness is very comparable to Fitworks from the standpoint of providing similar type of services and we felt that it was the best club that compared to us We have the right to transfer our members membership (see item #in the back of the attached agreement) to a comparable club as long as it is within miles of the current location (Please see attached copy of the contract) In conclusion we feel that we have the right to transfer Mr [redacted] 's contract to Crunch since it is a comparable club and is within miles of our closed location Of course we cannot force Mr [redacted] to go to Crunch, that is entirely up to him but we will not be offering any refund at this time Respectfully, Tony S***

I reviewed the complaint and I'm a little puzzled by it. Yes our billing company did charged a $20 NSF fee because the payments keep bouncing. I don't know of any company or banks that does not charge a NSF fee when a payment bounces. Our billing company has made several attempts to... charge Mr. [redacted] credit card but it keeps coming back do not honor.As a courtesy and for the final time I will have our billing company waive the $20 NSF fee, but I cannot waive the billing fee unless Mr. ***'s account goes back on EFT (that is we get a new credit card on file or set up his payment to come out of his checking account). It's very simple to avoid these charges in the future, make sure that the payments don't bounce.By the way, if Mr. [redacted] would have gone to the club and speak with the general manager this all complaint could have been avoided. Respectfully, Tony S***

I have reviewed Miss [redacted] complaint and this is our response All of our agreements have a days cancellation notice requirement on it So when Miss [redacted] came in to cancel on August 1st we told her that there will be a final payment due on the account on August 7th We have honored her cancellation request we just ask that she abides by the agreement and make her final payment due on August 7thRespectfully, Tony S***

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I do not understand how that is an acceptable answer, extremely childish and unprofessionalWhat I would like is for you to cancel my contract at no cost to me so I can be done with your horrible company Regards, [redacted]

I have reviewed the complaint and understand the members concerns Unfortunately nowhere on the contract it sates that the member joint for certain classes or certain activities If the contract or anywhere on the contract stated that the member joint for these specific activities than we would have honor the cancellation request This is not the case here At this point the contract has been transferred and it's now owned by Crunch We no longer have the right to the members account and any further issues should be addressed directly with Crunch Respectfully, Tony S***

I have spoken with [redacted] and have come to a resolution on the matter Regards, [redacted]

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

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

I have reviewed the response made by the business in reference to complaint ID ***, and
have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not accept this because they have already announced that they are selling the spin bikes to the instructors and that they are going to try to cram in as much equipment into the new place as they can and then disperse the rest at the other fitworks locations, so with that said, I think they know more than they are telling and the group classes that I signed up to take are no longer going to be offered so I want my membership canceled at no cost to me!Regards,
*** ***

I have reviewed the complaint and have spoken with the club's general manager. My understanding is that she was never promised that we would have Playland open during that time. What she was told is that we would look into perhaps having playland open during the class but was never
promised that. The reason I did not respond to the complaint is because I was under the understanding that the manager had called the member and cancelled the membership anyway. I did look up the status of the membership and it shows that it was cancelled on September 4th with no penalties
Respectfully,
Tony Salvo

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My personal trainer and I discussed a 6-month PT contractI'm not sure why there is months on the attachment from ***I would not have signed a 12-month agreement knowing I was going to move come June I, in fact, moved out of *** *** on June and asked *** to cancel my personal training and membership in MayMy PT was taken out on the 21st of the month and my membership was taken out on the 15thHe said that I would owe my final payment on 5/21/12, but then the contract will be up and I would not owe anything elseBecause I had cancelled days prior (5/8), I was cleared for membership payments as wellI have attached the cancellation request that both *** and I filled outI allowed the PT payment to come out on 5/21/- from 12/to 5/would've have been monthsThen, it came out again on 6/21/at which point I changed my credit card information because there were not supposed to be anymore charges madeAs mentioned in my previous claim, I went to the facility to ask for this to be resolvedIt was supposed to be cleared up by a man named *** ***I continue to get the run around from this company with their shady practicesI would like this to be resolved
Regards,
*** ***

I have reviewed *** *** complaint and this is our response. *** *** purchased a personal training membership in November of (copy of contract attached). She made her first payment at time of purchase, and the contract called for an additional eleven payments at $per month
over the term of the contract. *** *** did in fact try to cancel her contract but because the contract was still in term, we removed the auto renewal clause but continued billing for the remaining balance of the contract. Because her payments kept rejecting the account defaulted and it's now in collection. As of today the account has a balance of $and it will remain in collection untill it's paid in full
As far as the regular club membership goes, we never received a cancellation request, that account was cancelled due to non payment. The reason the club membership is not in collection and therefore it was automatically cancelled is because it was on a month to month status and outsided it's original contract terms
So in conclusion *** *** regular club membership is cancelled and nothing is due on the account. However her personal training contract will remain in collection untill the $balance is paid
Respectfully,
*** ***

I have reviewed Miss *** respond and I see nothing but accusations. As I stated in my earlier response we have never received any relocation proof from Miss ***. But as as she stated earlier on her complaint she was still within the miles clause. Perhaps this could have been resolved before her account went into collection back several years ago instead of now. Once an account goes into collection the collection company sends a letter to the consumer notifying them that there is a claim and they can dispute the claim within days of receiving the letter. Why did not Miss *** dispute the claim? Why did she not call the Fitworks home office and tried to resolve the issue? We have nothing on file, we have never talked to Miss ***. Once the collection calls are ignored, the collection company reports that debt to the credit reporting agencies. At that point there is nothing we can do. We cannot remove what the collection agency reported, she can dispute the claim to the reporting agencies if she likes but there is nothing we can do. Just to clarify, we are not a scam company and we do not cheat people. We provide a service and we clearly explain the contracts terms before our members sign the agreement. Our agreements follow the laws as required by the State and we stand by that agreement. Respectfully. Tony S***

Thank you for notifying us of the complaint. I believe *** *** is very confused and I would highly recommend him reading his membership agreement before making accusations. The fact of the matter is that *** *** is in a month to month contract. He signed up on
August 15, and has been a member since. He could have cancelled this agreement at any time by simply providing a written cancellation request. *** *** first payment was scheduled in September, but he requested a freeze on his account so the payments resumed in October 2017. There were no issues with the October and November payments, but his December payment was returned NSF by his credit card company. Like all other institutions, we charge a fee for any returned items, so I don't know why *** *** is so unaware. Our billing company has contacted *** *** to get the account corrected with no success. As a matter of fact *** *** called our corporate office last week and left the foulest message I have heard. His message was full of vulgarities, and the F word used several times (I still have a copy of it and would be more than happy to submit the recording). Even with all that, we tried to contact *** *** and left a message on his voice mail. Never received a call back.In conclusion the only way at this point for the account to be cancelled is by paying the $past due on the account. I'm even waiving the days cancel clause and not charge him for JanuaryRespectfully,Tony S***

As I stated before, we are in the process of finding a new location and should have an answer within the next couple of days. Member can submit a cancellation request and we can review the request once we get it. Thank you

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I guess we will see what happens in the next week, but since they are selling spin bikes and Zumba has had their last day I will be shocked if something different happens then what I suspectAnything to get another payment from me, right? This company is a joke. Regards,
*** ***

I'm not sure what *** *** discussed with the trainer, but the contract that was signed was a twelve months contract not a six months contract. Nobody is disputing that she tried cancelling the account, but as I stated in my original response, the account could not be cancelled because it was still in term. *** *** is more than welcome to contact *** *** at *** *** if she was told something else by him, but as of today the balance will remain open and due
Respectfully,
*** ***