Freedom Fitness

I looked at all of the invoice history on the account and she was only charged the annual fee once, in April.  There are no other drafts/attempted drafts on her membership other than the monthly dues at $21.60 and her initial enrollment fee of $13.49.  As for [redacted] saying there...

were suspicious charges on her bank account, I would have to view the statement myself to know the details of that.  We often require to see our members bank statements as proof when there is a billing issue so our Management staff is trained to recognize what our charges would look like on a bank statement.  The annual fee is explained fully in our membership agreements and never occurs more than once in a calendar year.   As for the late fees, our billing company automatically assesses the late fee when we are unable to draft the members account.  [redacted] joined in February and that first months dues went through just fine.  March went through late and then was reversed a total of three different times.  [redacted] then paid March dues in person at the gym on April 5th and updated her billing and let us know she wanted to cancel.  The staff made her aware of now owing for April and the upcoming annual fee and that we could not waive the Buyout Fee without proof of relocation.  She then said she would be back later to cancel.  She called us on the 11th and reiterated her wish to cancel and was informed again that she would need to mail in a certified letter to cancel and that proof of move would be necessary to waive the Buyout Fee. She called again the next day and spoke to the GM who informed her she had to send the letter and proof and at that point, we could waive the Buyout Fee.  The GM told her that once the gym received the letter, if there was a balance on the account at that time, that we would give [redacted] a call and take the payment over the phone so we could finalize the cancellation.  [redacted] asked for a blank cancel form to mail in later with the certified letter and GM did in fact tell her no.  This is company policy as we have had members in the past try to alter paperwork. We did receive the letter and there was still a balance for April dues and the annual fee so the GM called [redacted].  [redacted] then authorized two different payments on two different cards to cover the past due.  The membership was then canceled out.    Per USPS, the certified letter rate is $6.59.  There are some other features that can increase the rate but I am not sure how the total was up to $16.00. I hope [redacted] was not mischarged but of course we have no control over that.   As for the attitude and customer service, while we have never had complaints on this GM before, it has been addressed with her.  As stated before, the membership is now canceled and [redacted] will not be charged further.   Sincerely, Jennifer Lee Customer Care Freedom Fitness [email protected]

I have reviewed Ms. [redacted] membership and it is indeed now canceled.  At Freedom Fitness, when a member cancels, we do have them sign a cancellation form and provide the member with a copy of the form for their records as well.  We also leave a note on the account on the day the...

member signed the form and we leave a second note on the day the cancellation was processed (normally the very next day).  We do not have either of those notes in the system, nor does the facility have a copy of the cancellation form.  In addition to this, all cancel forms are sent to our Data Department to be checked. So if the cancel was not processed for some reason, it would have been caught as we review every cancel form to make sure it was taken care of correctly. I would not be able to obtain approval for a refund if there is no proof on our end of Freedom Fitness being at fault.   All of that being said, we acknowledge that Ms. [redacted] description of our cancellation policy does accurately reflect how that process would have gone.  We would like to ask Ms. [redacted] if she has her copy of the cancel form and if so, can she please scan and email it to me or take it into the facility right away?  If we have that proof that she did indeed sign the form, we will absolutely make up for our error.  The fact that we do not have a copy at the facility, there are not one of the two required notes in the system regarding cancel do indicate that the account should have remained open.  We also did try to contact Ms. [redacted] regarding a past due balance in May and August of 2015, and again in April, June and September of 2016 and were never able to reach her.  One time, the person who answered the phone said it was the wrong number.  We sent emails out as well to the email address she provided at the time of sign up.   Again, while Ms. [redacted] description of how she cancelled sounds correct, we do not have anything on our end indicating that she did.  This is why the person she spoke with on the 12th did go ahead and cancel the account out as a courtesy.  We appreciate Ms. [redacted] prior business and upon proof of cancel, we will amend any wrongs on our end.  Also, her initial complaint indicates there may have been more than one membership, but I am unable to find a second membership by the information she provided to the Revdex.com.  If there is a second account, I would need that information in order to look into this further.   Sincerely, [redacted] Customer Care Freedom Fitness [redacted]

I have reviewed [redacted]'s claim and after researching both memberships, it seems there was a discrepancy with the names on each membership that might have led to this misunderstanding.  We will now be turning this over to the General Manager of the facility to contact [redacted] and...

determine what steps need to be taken next.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Even tough, I'm completely against these business tactics to get more money from loyal customers at the termination of memberships.
Regards,
[redacted]

Ms. [redacted] came into the facility on December 23rd to cancel her membership and became very upset when the staff went over her membership agreement with her, explaining that because she canceled before the minimum term was met on her contract, she would owe the Buyout Fee and that because she did not...

provide us with fifteen days notice prior to the upcoming January 5th dues, she would also be responsible for the month of January.  All of this is clearly explained in the membership agreement and because Ms. [redacted] signed up online, the website site actually requires that she click the box marked Terms and Conditions that represents our members acknowledging that they both read and understood those terms.  This agreement is also then emailed to each of their members for their records. To address the complaint regarding the amount of live classes we have versus video instruction, there is a list of the classes we offer available , complete with a description of each that specifies how the class is taught. As for the $31.39 charge, that is the once a year annual fee that each member pays.  This fee allows us to guarantee that the members dues will not increase in at least the next five years and the date of this fee is based on what month the member joins.  It is correct that Ms. [redacted] joined in July but her annual fee was in October and if she were to maintain the membership, she would not be charged for that fee again until October of 2015.  Even for our members that cancel and then rejoin, they must pay the fee and we make it a point to review their prior membership so that no one is charged this fee more than once in a calendar year. When Ms. [redacted] called the gym mid December and asked how to go about canceling and how long it takes to cancel the membership, I feel their was some miscommunication.  The staff did inform her that she would have to pay the Buyout Fee and when they told her it only takes a day or so to process the cancel, the staff was referring to how fast the paperwork is processed on our end.  The fifteen day notice is a stipulation set in place by our billing company to ensure that all cancels or account updates are done in time on their end. As far as the fine print Ms. [redacted] is referring to, the online agreement Terms and Conditions page is printable, enlargeable and is normal size font.  It also states that is the members responsibility to know the standings of the account.  While it is human for a member to forget the details of certain arrangements, that is not the fault of Freedom Fitness therefore I would not be able to gain approval for the refund Ms. [redacted] is requesting. We are disappointed to hear of the aspects of the gym that Ms. [redacted] was not pleased with, but prior to her cancelling her account, there are no notes on her account that she ever spoke us regarding these things even though she had a fairly regular check in history.  We at Freedom Fitness value each of our members, regardless of how long they are with us and will make an attempt to reach out to Ms. [redacted] and make sure that she feels listened to and help her rejoin if she should ever choose to in the future. Sincerely,[redacted] [redacted]Customer CareFreedom Fitness[redacted]@freedomfitness.com

While we sympathize with Ms. [redacted]'s efforts to cancel her account properly,
we would not normally issue a refund because Freedom Fitness was not at fault. 
The fee in question, the Enhancement/Annual fee is explained fully in the...


membership agreement.  We have four different dates for this fee.  It all
depends on what time of the year each member signs up so when Ms. [redacted] called
the gym, the staff member may not have realized it was that time of year again
and it was not intentional that she was not informed.  This will be addressed
with the staff as well.Ms. [redacted] signed up at the kiosk, yes.  Before the membership can be
completed, all prospective members have to click a box marked Terms and
Conditions before they can go forward.  The Enhancement Fee, as well as all
other policies are explained there and by clicking the box, the member is
acknowledging that they read and understood the policies and fees.  In addition,
Ms. [redacted] has been a member for over a year now and was drafted this fee at the
same time, for the same amount last year.I took this situation to Upper Management and explained that Ms. [redacted] was
trying to cancel the correct way. During her time with us, she has never missed
a payment and never been late.  Due to this, I was able to obtain approval to
refund the Enhancement/Annual Fee as a courtesy.  The refund will be processed
tomorrow and should show in Ms. [redacted]'s account within 7-10 business days.While the rules are in place for a reason, this was the right kind of
situation to be flexible in.  I hope that in the future Ms. [redacted] will be able to come back to us!

Complaint: [redacted]
I am rejecting this response because:
I am asking Freedom Fitness to honor what was told to me by the Freedom Fitness GM back in March 2014. She told me she would take care of the late fees. I do not understand why Freedom Fitness did not inform me that I had an outstanding debt at that time. I believed that the late fees had already been removed by the GM based on our conversation we had in March 2014. Why did Freedom Fitness wait until October 2014 when I was there trying to close my account to tell me about the late fees? This type of business practice is underhanded and unprofessional.
I have not received any emails or phone calls from Freedom Fitness from January 2014 – September 2014 informing me of any late fees. I feel the GM from Freedom Fitness misled me into believing the late fee issue had already been resolved. I understand $30 is not a large amount of money but this disagreement is about principles and good customer service.
I requested that my account be closed and gave my 15 day notes at that time back in October 14, 2014 at 4:27 PM when I talked to the GM. However I was told by the GM I could not close my account because of the late fees.
I do plan to pay for Octobers 2014 membership fees of $10.77. I would like to get this issue resolved as soon as possible and for Freedom Fitness to cancel my membership.
Regards,
[redacted]

Upon review of Mr. [redacted]s account, I see that he spoke with a Call Center Rep on 4/25/15.  We were able to take his payment for the full balance over the phone and cancel him out over the phone as a courtesy. Mr. [redacted] will not be billed again by Freedom Fitness.  We...

hope he enjoyed his time with us and will consider rejoining in the future if he is ever back in Texas. Sincerely,[redacted]Customer CareFreedom Fitness[redacted].com

Complaint[redacted]
I am rejecting this response because:
I do not agree with this. I understand I had a contract, but the gentleman said I would be done with my contract in August. Also nobody went over and explained it to me they just told me to sign and initial and get my financial info. This gym just seem like a scam. It doesn't even make sense to have a contract and pay more, when you can pay less. I feel like I'm being cheated, I still don't understand how I can be a member and be responsible for annual fee if I'm not locked into a contract, when I read over my copy I don't understand where that is coming from. To me that is just from the original agreement and that was the only one thing the girl told me when I did sign it, that I would be charged that one time annual fee. Also for you to know I'm disputing this and still keeping me as a member shows how unethical your business is. I would not even want to step foot in that place ever again. This has been one of the worst descisions and waste of money in my life. I honestly feel like I was truly lied to and misled when I signed the contract and when I spoke to customer service. 
Regards,
[redacted]

have reviewed Mr. [redacted] account and I see that he signed up online at one of our kiosks.  This means in order to complete the membership, he had to click the box marked "Terms and Conditions".  In this section of the agreement, our cancel polices are explained in full,...

including that we require 15 days notice prior to any upcoming draft and that if the membership is canceled prematurely, the $49.00 Buyout Fee will be assessed.  When staff told the member he could cancel at any time, that is correct.  Any member, contract or not, can cancel at any time but if we are not given 15 days notice as stated in the membership agreement, the member will be liable for the upcoming month. Now, keep in mind that we would not charge someone that last month without allowing them to get what they paid for.  In other words, since Mr. [redacted]n is liable for October dues, this means if he were to cancel now, he will have access to the facility through November 4th.  Also, as a matter of company policy we do not send out invoices or bills for the Buyout Fee.  He would need to pay in person or over the phone in addition to canceling in person or by mailing a certified letter. One other thing, in case Mr. [redacted]n was not aware of this, he can avoid the $49.00 Buyout Fee by transferring the membership to an immediate family member (wife, sibling, parent).  That person would just need to accompany Mr. [redacted]n to the facility to fill out the transfer paperwork.  The "new" member would need to provide their own billing and acknowledge that they are aware they are responsible for the remaining months on the contract and if they cancel before that, then they would have to pay the Buyout Fee.  I hope this information proves to be helpful for Mr. [redacted]n. If needed, I can provide Mr. [redacted]n with a copy of his agreement. If Mr. [redacted]n would like to pursue the option of transferring the membership, he is free to email me directly and I would be happy to assist or he can talk to the front desk staff.  Otherwise, the account will remain open, regardless of attendance, until the Buyout Fee has been paid and all proper steps per our policies have been completed.   Sincerely, Jennifer Lee Customer Care Freedom Fitness [email protected]

Complaint: [redacted]
I am rejecting this response because:
I went in person and requested to have my membership cancelled and I agreed to pay 49.00 buyout fee and my membership still to this day has not been cancelled. I can provide my cell ph records to prove I called on 12/17/14 to ask what was needed from me to cancel.  Had I been told I needed 15 days notice I could have cancelled that day and not been billed for another month of services that were not going to be provided to me because if my membership is cancelled in December why should I pay for services in January when I will no longer have access to the services.  I would not have called to ask what was required to cancelled if I had memorized each tiny letter on the online contract.  I was misinformed by a freedom fitness representative and furthermore, the contract was broken by freedom fitness representative [redacted] when he wanted me to pay the 49.00 and the January's fees at that moment in order to cancel my membership. I gave him my debit card and agreed to the 49 fee, he refused it saying I had to pay over 70 which is not stated in the contract. They should look at the video if they have one they will see I put my debit card on the counter but he did not take it because he wanted me to pay January in advance too which like I said I can provide my cell ph records to prove I called on 12/17 to ask what I needed to do to cancel and I was misinformed by freedom fitness representative and another freedom fitness representative broke the agreement by refusing to cancel my membership for 49.00 freedom fitness has broken the agreement and I should be released from all and any liability after 12/23/2014 when they broke the agreement.
Regards,
[redacted]

We are extremely disappointed to hear of what sounds like quite a negative experience with the trainers that operate in our facilities.  The personal training experience should be positive and affirming and we are sorry Ms. [redacted] did not get the benefit out of the training she was looking for. That being said, Freedom Fitness has no say or authority over any billing or contracts associated with Ultra Body Fitness is a third party company that operates within our facilities.  Freedom Fitness would be happy to facilitate communication between the contract holder and Ultra Body Fitness as we value all aspects of each of our members experiences within our facilities.  I have passed all necessary information along to the South Texas Vice President of UBF and they should be in contact with Ms. [redacted] very soon. Sincerely,[redacted]  [redacted]Customer CareFreedom Fitness[redacted]@freedomfitness.com

I see that Ms. [redacted] signed up in person at the gym.  This means she filled out a paper membership agreement. On that agreement, our cancel policy is explained in detail and states that memberships are not based on attendance, and that we require 15 days notice prior to the next upcoming draft...

by coming in person to sign a cancel form or mailing a certified letter explaining the wish to cancel.  The agreement also states that the membership will continue on a month to month basis, once the 12 month contract has expired, until the proper cancellation polices are followed.  When Ms. [redacted] requested to cancel, she would have been informed of the proper process. Her account is now cancelled and she will not be charged further. Sincerely,[redacted]Customer CareFreedom Fitness[redacted]

Complaint: [redacted]
I am rejecting this response because:I showed front desk staff my bank statements and also the manager. It clearly said charges from freedom fitness. It was around 16 dollar. 6 to make it certified, and around 9-10 dollars to make sure it was mailed within two days to meet the deadline before I was charged for another month. I don't feel like this response was adequate. Nothing was resolved and you didn't try to accommodate, just told me how I was in the wrong. Still displaying inadequate customer service and there is no way that manager has never had complaints considering just how rude she was. Completely unacceptable to be cut off mid sentence and basically told "oh well can't do anything about it" when I tried so hard to come to some kind of conclusion with staff. 
Regards,
[redacted]