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Reviews Future Fitness Center

Future Fitness Center Reviews (20)

Thank you for the opportunity to respond to the complaint brought forth by the above referenced individualMrs [redacted] enrolled as a Silver and Fit member on October 11, This membership is based on usage and her insurance company is only billed if Mrs [redacted] using the facilityMrs [redacted] last visit was January, and her insurance company was billed for the month of January Mr [redacted] signed a membership agreement with Future Fitness for a month to month membership with day notice to cancel on 10/11/Mr [redacted] signature in (4) different places on the attached membership agreement and credit card imprint both represent the purchase of the membership and his agreement to the terms and conditions of the contractMr [redacted] membership agreement and credit card imprint clearly states that his contractual monthly dues start on 11/(see enclosed) Pursuant to N.J.S.A56:8-42, the only method of cancellation is by sending a written notice by certified orregisteredmail to Future-Fitness CentersThis-must be-reoeived-(SO) days-in--------- -- - advance of any requested cancellation dateAdditionally, Future Fitness Centers also offers the courtesy of allowing our members to come into the club during club business hours, Monday through Friday, 10:00am through 6:00pm, (the only time that a qualified representative is available) to complete a cancellation formProvided the account is in good standing, the membership may be cancelled via the two methods listed above Please note, Mr [redacted] spoke with a customer support representative, as the owners do not engage in customer service calis We maintain records of all communication, both written and verbal, from our members, in our databaseOn April 15, we contacted Mr [redacted] to inform him that his credit card would expire on April 30, at that time he said he would come to the facility and update his credit cardOn May 6, we contacted Mr [redacted] to inform him that his contractual monthly dues for the month of May declinedHe inquired about our cancellation policy and ended the conversation On May 12, we received Mr [redacted] certified letter dated May 9, requesting to cancel his membership (copy enclosed)Pursuant to his membership agreement, Mr [redacted] ’s final contractual dues would draft on June and he would have full club use and privileges until June 30, Unfortunately the final month’s contractual dues did decline and Mr [redacted] has a balance of $on his accountWe would never refuse to cancel a membership, however, we would explain to any member with a balance that contractually, to cancel, he must settle his balance first to enable the process Thank you again for the opportunity to respond to this complaintPlease do not hesitate to contact me should you need any further information regarding this matter

I am rejecting this response because: Once again Future Fitness is not being forthright in regards to this incident They are correct in saying that [redacted] went into cancel all three membershipsHowever what is not truthful is: [redacted] originally tried to cancel the memberships over the phone several days prior to June 17thIt was at that time [redacted] was told he had to [redacted] in to the Turnersville locationHe also told them that [redacted] nor I would be able to [redacted] in, and he was informed that he would need a letterIt was then that we sent [redacted] a typed letter requesting the end to our memberships [redacted] in turn went to Future Fitness of Turnersville on June 17th and dealt with a manager named [redacted] (who has yet after all these months stepped up to speak on this matter - yet [redacted] , [redacted] and I were all told on different occasions when we asked to speak to him that he is in another one of their facilities - Can't he be reached by phone? I am sure [redacted] remembers accepting the check paid in full (also previously attached)on June 17thIn addition, never was [redacted] told that the letter he provided was not sufficient because it had to be sent certifiedIt was not until October that [redacted] and I realized that our memberships were still active (we received phone calls and letters)and that we were still being chargedWe thought the cancellation had taken place on June 17th! It wasn't until we called in response to our letters and phone calls that we were told any letters cancelling memberships must be sent certifiedWe then immediately sent another letter which was dated and notarized on October 20,So, I am not confused by the cancellation letters presentedUnfortunately they don't want to acknowledge that [redacted] had a letter with him on June 17th - it was just not a certified letter [redacted] did not complete two cancellation forms on June 17thHe only received one form at the end of his visit which you have already received an attachment ofAlso when they say they readily cancelled [redacted] 's membership - that is a falsehood too [redacted] had to fight to get her membership cancelled the same way I am doing right nowShe disputed this from October - December when finally a manager named [redacted] cancelled her membershipThey used the cancellation check money and applied it to her account as well Also they state that Mr [redacted] chose to make payment on my membershipWhy would he have done that when my membership dues were taken directly from my credit card each monthAlso why would he have done that if he was trying to cancel my membership in the first place! They are stating that I received letters from them on 11/7/Well that would be a little difficult when I was not in the state of New Jersey at that time nor was [redacted] ***It was told to countless Future Fitness staff members that we were out of town taking care of family with medical issues! I guess that would be why the certified letters were filed as unclaimed They stated that I was told they would take me to due process /collections agencyAgain- I did not receive anything from them regarding this matter but rather from the collection agency themselvesIt was then that I contacted a lawyer [redacted] for advice along with the collection agency and the three major Credit Bureau agencies ( [redacted] ***.) I then forwarded all my information to the collection agency as advised I find it interesting that a company who is so willing to work with providing amnesty is not willing to bring forward the manager who accepted the original information on June 17, I also would like to know why - if they are so on top of their billing, contracts and customer satisfaction, that it would take them days to respond to my rebuttle Once again I will state that I have outstanding credit and have been more than willing to pay my billsI will pay bills that I owe but not ones that I don't or that were already paid! Regards, [redacted] ***

/> Thank you for the opportunity to respond to the complaint brought forth by the above referenced individualMr [redacted] signed a membership agreement with Future Fitness on 7/8/Mr [redacted] ’s signature in (4) different places on the attached membership agreement both represent the purchase of the membership and his agreement to the terms and conditions of the contract Per his signed membership agreement (bracketed), member shall pay a service charge of $for each bad check, each uncollected E.FT/ Checking / Savings, each uncollected E.FT / Credit Card and for each incidence of any other uncollected fundsMonthly dues are collected via EFT on the 1st of each monthIf dues are not prepaid before the st of the month or collected EFT on the 1st, a service fee of $will be assessed As per the membership agreement, all dues are billed on the 1st of every monthOn February 1, we attempted to bill Mr [redacted] ’s contractual monthly dues payment in the amount of $plus tax ($27.82)Unfortunately his card declined and he was assessed a contractual uncollected funds fee of $plus tax ($26.75)We did waive his uncollected funds fee as a onetime courtesy on August 15, as is evidenced by the attached transaction listUnfortunately we are unable to absorb another uncollected feeA letter notifying Mr [redacted] of the decline was sent to him on February 1, (see attached) making him aware of the balance owed on the accountIn addition to the letter we mailed Mr [redacted] , a call was placed to him on May 19, in hopes of resolving this issueOur call was not returned until June 3, On February 2, Mr [redacted] presented to the Turnersville location, completed a cancellation form and paid his contractual (90) day cancellation periodAs advised in the letter reference above, he did not pay his uncollected funds fee of $This balance was left on his account and was debited on May 1, which declined and resulted in another uncollected funds fee of $bringing his balance to $ Mr [redacted] called our office on June 3, requesting that we waive the feeAt that time we explained to him that our billing program had captured the balance on his account on June 1, We also reminded Mr [redacted] we had waived a fee on August 15, as a onetime courtesy to him www.futurefitnesscenters.com In an effort to resolve this issue amicablyI spoke with Mr [redacted] on June and l agreed to waive one of the $plus tax ($26.75) uncollected funds feesMr [redacted] stated the he was pleased we would extend this second courtesy to himWe have refunded Mr [redacted] credit card as evidenced by the attached transaction detail report; Please do not hesitate to contact me should you need any further information regarding this matter

transparent;">Thank you for the opportunity to respond to the complaint brought forth by the above referenced individualMs [redacted] signed a membership agreement with Future Fitness on 9/15/Ms***’s signature on the attached membership agreement both represents the purchase of the membership and her agreement to the terms and conditions of the contract Pursuant to N.J.S.A56:8-42, the only method of cancellation is by sending a written notice by certified or registered mail to Future Fitness CentersThis must be received ninety (90) days in advance of any requested cancellation dateAdditionally, Future Fitness Centers also the courtesy of allowing our members to [redacted] into the club during club business hours, Monday through Friday, 10:00am through 6:00pm, (the only time that a qualified representative is available) to complete a cancellation formProvided the account is in good standing, the membership may be cancelled via the two methods listed above Ms***’s father came into the facility on June 17, 2013; he made a payment on her account and stated he wanted to cancel the membershipDue to privacy laws, our policy is to only allow the purchaser on the account access to information including billing and cancellation of membershipsWhen Mr [redacted] requested cancellation, the front desk staff explained the proper procedure to cancel the membershipThis process requires written notification by the purchaser on a Future Fitness Centers cancellation form or per N.J.S.A56:8-42, written notification by certified mailMs***’s father contacted the accounting office and the same information was reiterated to him by the accountin g office that was provided to him when he requested to cancel the membership at the front desk on June 17, Ms [redacted] stated in her complaint that her father brought with him a letter giving him permission to handle her accountPerhaps Ms [redacted] is confused on this time line, as the letter giving Mr [redacted] permission to cancel her membership was dated and notarized on October 20, not June 17, We received this request for cancellation from Ms [redacted] on 10/31/(see attached.) 0n E 117/ 13, we sent M [redacted] a letter via regular and certified mail (receipt #), reminding her that her account may be cancelled at anytime by providing days notice provided the account is in good standingMs [redacted] had a balance due of $at that time and we advised Ms [redacted] that if payment was not received her account would follow due process, The regular mail was not returned to us and the certified mail was returned “unclaimed”(see attached) Once an account reaches a balance that is days past due ( $245.03) the contractual day cancel period ($110.21) is added to the balance and submitted to our collections agency.($355.24) Ms [redacted] was made aware by regular and certified mail sent to her on November '7, 2013, that the account would follow due process if payment was not receivedWe did not hear back from Ms [redacted] until we received this complaint that was submitted to you on 1/22/ It is unfortunate that Ms [redacted] did not follow proper procedure however in an effort to resolve this matter we would like to offer Ms [redacted] amnestyWe will accept one third (1/3) the current balance of $which will be $and allow her to use the facility for consecutive day any time in the future Please do not hesitate to contact me should you need any further information regarding this matter

I have been a member for about five years and I find the Turnersville location to be welcoming, clean and the equipment top shelfThe salt water pool is great and relaxingThey frequently add new equipmentYou get a trainer and a nurse once a month to renew your routine and track your progressRecently I have worked with a personal trainer to address issues of osteoporosis and balanceThe trainer is knowledgable and has helped with my concerns

id="docs-internal-guid-c180fbfc-208f-d78e-c3d1-4ff778043067">
Thank you for the opportunity to respond to the above referenced complaintMr*** *** joined Future Fitness Centers on April 1, on a $down membershipThis membership has an initiation fee of $plus tax and monthly dues of $per month plus tax for the first two (2) monthsAfter the first two (2) months, the monthly dues increase to $per month plus taxThis membership is non-freezable and non-cancellable during the base term of months
Mr*** did win a free month at a health and fitness fair at Gloucester County CollegeAll guests are required to take a tour of the facilityMr*** was informed of this at the fair by a representativeOn April 1, 2014, Mr*** was ta ken on the scripted tour of the Turnersville facility with a membership consultantMr*** was offered various membership optionsHe was informed that he could utilize his free month, which he won at the health and fitness fair, orjoin the facility on a dues paying membership at the "First Visit” discounts that are offered to all members on their first visit to any of the facilities
Mr*** voluntarily chose to forego his one free month of membership and join on the $down membershipHe not only signed and initialed the enclosed membership agreement in three (3) different places, but also signed and initialed the membership agreement addendum (rider) form in two (2) places, and provided two signed copies of his credit card information for his recurring monthly duesMr*** was given copies of everything that he signed for his records at the time he enrolledThe terms of this agreement were made extremely clear to him prior to him signing the agreement
Mr*** contacted the Turnersville location at 2:40pm on May 6‘“, 2014, to inquire how to cancel his membership with Future Fitness CentersThe manager returned Mr***’s telephone call on May 23'“, at 11:30am and left him a voicemail messageMr***'s telephone call to inquire on cancelling
was made just after his'first month of $dues were draftedMr*** used the club during his first two months which were billed at $plus tax, as per the terms of his signed membership agreement
Mr*** did not contact Future Fitness Centers again until June 30, He spoke with a customer service representative regarding cancelling his membershipMr*** stated to the representative that he thought he was cancelled because of his telephone call to the club in May The representative explained to him that we do not accept verbal cancellations and that all cancellations must be in writingShe also explained to Mr*** that he enrolled on a membership that has a minimum term of monthsShe explained that he did have the options to upgrade to a membership that is cancellable by providing days' notice
Mr*** then stated to the representative that he permanently relocated to Cape May, NJThe representative explained to Mr***, pursuant to N.J.S.A56:8-42, what forms of proof of permanent relocation the State of New Jersey considers acceptableThese include a driver’ license, lease/mortgage, or major utility bill (electric, gas, water/sewer) in his name with the service location addressMr*** stated he does not have any of those forms of proof of permanent relocationThe representative offered Mr*** the telephone number to the Turnersville location so that he could schedule an appointment to upgrade and cancel his membershipMr*** said that he did not want the number and hung up on the representativeHis allegations that the representative with whom he spoke used inappropriate terminology are simply false
Please reiterate to Mr*** that to cancel his membership he can provide proof of permanent relocation, as stated above, or meet with a membership consultant to upgrade to a membership that is
cancellable by providing days' notice
Please note, Mr***’s recurring monthly draft for $was declinedHe currently has a balance of $which must be settled prior to cancellation
If you have any further questions, please contact me at *** Monday through Friday between 10am and 5pmThank you

Thank you for the opportunity to respond to the additional concerns regarding this case
Ms*** stated in her complaint that her father tried to cancel the membership over the phone several days prior to June 17, As per the signed membership agreement, Requests for cancellations may not be taken over the telephoneMembers must *** into the clubs during club business hours, Monday through Friday, 10:AM through 6:PM, to complete a cancellation formWeekend/evening cancellations may be arranged with a previously scheduled appointment onlyFacsimile and email may NOT be used to cancel or freeze membershipsMs***’s signature on the contract represents her acknowledgement, understanding and acceptance of the termsMr*** would not have been able per the signed membership agreement to cancel over the phoneAs stated previously in the last responses, a letter was not presented to the facility on June 17, by Mr*** giving him permission to cancel ***’s membershipWe have never had any record of such a letterIt was explained to Mr***, at the time that the cancel process requires written notification by the purchaser, and that if Ms*** *** was not able to *** into the facility she would have to send her request to cancel by certified mail, per N.J.S.A56:8-42gHad we received this requested letter postmarked in June 2013, we would have cancelled the membership with no further dues owed by Ms*** because her father chose to make payment on the accountThis payment did not negate Ms***’s responsibility to follow the guidelines of the contract that she signed and agreed to when she voluntarily joined our facility
Ms*** requested in her complaint that she wanted to speak to “***”, however *** is a membership consultant and any contract issue or customer service issues are handled through me or the customer service departmentThis cancel policy was signed/initialed and agreed to by Ms***, in separate places on the contract when she voluntarily signed her membership agreement on September 15, Ms*** was given a copy of this agreement at the time of signing
Ms*** also stated in her complaint, it would be difficult to receive mail from Future Fitness as she was not in the stateHad Ms*** informed us that her mail was not being forwarded to her or provided us with a temporary address we would have been able to accommodate that request and communicate with her in a timely mannerWe spoke to Ms*** on October 3, 2013, at which time she was informed that her membership was
not cancelled and that customer support would look into the matter and return her callOn October 10, we called Ms*** who was not available, however when we asked the gentleman who answered the telephone to have her call Future Fitness the gentleman identified himself as her fatherMr*** stated to our customer service department that she was unavailableWhen we stated that we wanted to speak to her concerning the cancellation of her membership, Mr*** stated that he had requested canceling her membership when he cancelled his but was advised that *** would need to send in a letter to cancel
We received this request for cancellation from Ms*** on 10/31/(see attached.) On 11/7/13, we sent Ms*** a letter via regular and certified mail (receipt #: ), reminding her that her account may be cancelled at anytime by providing days notice provided the account is in good standingMs*** had a balance due of $at that time and we advised Ms*** that if payment was not received her account would follow due processThe regular mail was not returned to us and the certified mail was returned “unclaimed”(see attached)
We received the first complaint on January 24, and responded on January 28, The rejection response to our January 28, was received on February 24, and responded to on March 4, The next rejection letter to our March letter was not received in our office until June 16, 2014, although the Revdex.com believes to have mailed us a letter, our office did not received this letter prior to June 16, when The Revdex.com resubmitted to us we promptly responded on June 20,
Once an account reaches a balance that is days past due ($245.03) the contractual day cancel period ($110.21) is added to the balance and submitted to our collections agency($355.24) Ms*** was made aware by regular and certified mail sent to her on November 7, 2013, that the account would follow due process if payment was not receivedWe did not hear back from Ms*** until we received the complaint that was submitted to you on 1/22/
It is unfortunate that Ms*** did not follow proper procedure however in an effort to resolve this matter we would like to extend the previous offer to Ms*** of amnestyWe will accept one third (1/3) off the current balance of $which will be $and allow her or another individual she assigns to use the facility for consecutive days at any time in the future
Please do not hesitate to contact me should you need any further information regarding this matter

I have been a member for about five years and I find the Turnersville location to be welcoming, clean and the equipment top shelfThe salt water pool is great and relaxingThey frequently add new equipmentYou get a trainer and a nurse once a month to renew your routine and track your progressRecently I have worked with a personal trainer to address issues of osteoporosis and balanceThe trainer is knowledgable and has helped with my concerns

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

It's a typical commercial gym, the kind that sprang up in the '80s to cash in on the fitness fad, replete with fake ferns, chrome fixtures, and crappy music.
They employ Fitness Consultants/Salesmen who work on commission, hard-selling long term contracts. Their business model is based on signing up new people and forgetting about the ones already under contract.They buy new machines and gadgets to impress prospective members, stuff that is basically worthless. But all you really need are a few simple machines and some free weights to get into shape, like the top athletes did years ago.
I was a member for 9 years, with the 'Gold' membership, paying $25 a month. I used mostly free weights and moderate poundage. Luckily I'm well past my prime, because if you use too much weight and make noise they would toss you out ;) When I told them I was leaving, they gave me the requisite run around. I had to make phones calls and schedule meetings with their Fitness Consultants/Salesmen who were trying to persuade me to stay. Finally I showed them documentation that I was moving out of the area, then their main office canceled my membership. But according to my contract, I could sell my membership when I left. So they screwed me out of what I could have sold the membership for, maybe a few hundred bucks.

transparent;">Thank you for the opportunity to respond to the complaint brought forth by the above referenced individual. Ms. [redacted] signed a membership agreement with Future Fitness on 9/15/10. Ms. [redacted]’s signature on the attached membership agreement both represents the purchase of the membership and her agreement to the terms and conditions of the contract.
Pursuant to N.J.S.A. 56:8-42, the only method of cancellation is by sending a written notice by certified or registered mail to Future Fitness Centers. This must be received ninety (90) days in advance of any requested cancellation date. Additionally, Future Fitness Centers also the courtesy of allowing our members to [redacted] into the club during normal club business hours, Monday through Friday, 10:00am through 6:00pm, (the only time that a qualified representative is available) to complete a cancellation form. Provided the account is in good standing, the membership may be cancelled via the two methods listed above.
Ms. [redacted]’s father came into the facility on June 17, 2013; he made a payment on her account and stated he wanted to cancel the membership. Due to privacy laws, our policy is to only allow the purchaser on the account access to information including billing and cancellation of memberships. When Mr. [redacted] requested cancellation, the front desk staff explained the proper procedure to cancel the membership. This process requires written notification by the purchaser on a Future Fitness Centers cancellation form or per N.J.S.A. 56:8-42, written notification by certified mail. Ms. [redacted]’s father contacted the accounting office and the same information was reiterated to him by the accountin g office that was provided to him when he requested to cancel the membership at the front desk on June 17, 2013.
Ms. [redacted] stated in her complaint that her father brought with him a letter giving him permission to handle her account. Perhaps Ms. [redacted] is confused on this time line, as the letter giving Mr. [redacted] permission to cancel her membership was dated and notarized on October 20, 2013 not June 17, 2013.
We received this request for cancellation from Ms. [redacted] on 10/31/13 (see attached.) 0n E 117/ 13, we sent M5. [redacted] a letter via regular and certified mail (receipt #), reminding her that her account may be cancelled at anytime by providing 90 days notice provided the account is in good standing. Ms. [redacted] had a balance due of $135.89 at that time and we advised Ms. [redacted] that if payment was not received her account would follow due process, The regular mail was not returned to us and the certified mail was returned “unclaimed”. (see attached)
Once an account reaches a balance that is 90 days past due ( $245.03) the contractual 90 day cancel period ($110.21) is added to the balance and submitted to our collections agency.($355.24) Ms. [redacted] was made aware by regular and certified mail sent to her on November '7, 2013, that the account would follow due process if payment was not received. We did not hear back from Ms. [redacted] until we received this complaint that was submitted to you on 1/22/2014.
It is unfortunate that Ms. [redacted] did not follow proper procedure however in an effort to resolve this matter we would like to offer Ms. [redacted] amnesty. We will accept one third (1/3) the current balance of $355.24 which will be $234.46 and allow her to use the facility for 90 consecutive day any time in the future.
Please do not hesitate to contact me should you need any further information regarding this matter.

I am rejecting this response because:
Once again Future Fitness is not being forthright in regards to this incident.
They are correct in saying that [redacted] went into cancel all three memberships. However what is not truthful is:
1. [redacted] originally tried to cancel the memberships over the phone several days prior to June 17th. It was at that time [redacted] was told he had to [redacted] in to the Turnersville location. He also told them that [redacted] nor I would be able to [redacted] in, and he was informed that he would need a letter. It was then that we sent [redacted] a typed letter requesting the end to our memberships. [redacted] in turn went to Future Fitness of Turnersville on June 17th and dealt with a manager named [redacted] (who has yet after all these months stepped up to speak on this matter - yet [redacted], [redacted] and I were all told on different occasions when we asked to speak to him that he is in another one of their facilities - Can't he be reached by phone? I am sure [redacted] remembers accepting the check paid in full (also previously attached)on June 17th. In addition, never was [redacted] told that the letter he provided was not sufficient because it had to be sent certified. It was not until October that [redacted] and I realized that our memberships were still active (we received phone calls and letters)and that we were still being charged. We thought the cancellation had taken place on June 17th! It wasn't until we called in response to our letters and phone calls that we were told any letters cancelling memberships must be sent certified. We then immediately sent another letter which was dated and notarized on October 20,2013. So, I am not confused by the cancellation letters presented. Unfortunately they don't want to acknowledge that [redacted] had a letter with him on June 17th - it was just not a certified letter.
2.[redacted] did not complete two cancellation forms on June 17th. He only received one form at the end of his visit which you have already received an attachment of. Also when they say they readily cancelled [redacted]'s membership - that is a falsehood too. [redacted] had to fight to get her membership cancelled the same way I am doing right now. She disputed this from October - December when finally a manager named [redacted] cancelled her membership. They used the cancellation check money and applied it to her account as well.
3. Also they state that Mr. [redacted] chose to make payment on my membership. Why would he have done that when my membership dues were taken directly from my credit card each month. Also why would he have done that if he was trying to cancel my membership in the first place!
4. They are stating that I received letters from them on 11/7/13. Well that would be a little difficult when I was not in the state of New Jersey at that time nor was [redacted]. It was told to countless Future Fitness staff members that we were out of town taking care of family with medical issues! I guess that would be why the certified letters were filed as unclaimed.
5. They stated that I was told they would take me to due process /collections agency. Again- I did not receive anything from them regarding this matter but rather from the collection agency themselves. It was then that I contacted a lawyer [redacted] for advice along with the collection agency and the three major Credit Bureau agencies ([redacted].) I then forwarded all my information to the collection agency as advised.
I find it interesting that a company who is so willing to work with providing amnesty is not willing to bring forward the manager who accepted the original information on June 17, 2013. I also would like to know why - if they are so on top of their billing, contracts and customer satisfaction, that it would take them 91 days to respond to my rebuttle.
Once again I will state that I have outstanding credit and have been more than willing to pay my bills. I will pay bills that I owe but not ones that I don't or that were already paid!
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It is a shame Future Fitness needs me to go to this length to right a wrong on their part. The phone call they made to me on 5/19 had no details in the message other then, "Please contact me in regards to your account." Their assertion that I did not return this phone call until 6/3 is false. I returned the phone call on multiple occasions including 5/19 and never received a call back. It is this type of horrible communications and atrocious customer service that has turned me off to Future Fitness. I asked them to meet me half way on this even though I felt I was entitled to the entire 54 dollars due to their miscommunications. The request to be met halfway was met with nothing but rejection and lack of concern until they received a report from the Revdex.com.It is ashame that they still have not intention of admitting they handled this poorly and refuse to own up to their own mistakes and miscommunications. They would much rather alienate their customer and go out of their way to make their customer feel like a mn than admit they have culpability in this as well. I am more than happy to pay half of the fee to end the relationship with Future Fitness. Thanks to the Revdex.com for assisting me in this.

Thank you for the opportunity to respond to the complaint brought forth by the above...

referenced individual. Mrs. [redacted] enrolled as a Silver and Fit member on October 11, 2012. This membership is based on usage and her insurance company is only billed if Mrs. [redacted] using the facility. Mrs. [redacted] last visit was January, 17 2014 and her insurance company was billed for the month of January.
Mr. [redacted] signed a membership agreement with Future Fitness for a month to month membership with 30 day notice to cancel on 10/11/12. Mr. [redacted] signature in (4) different places on the attached membership agreement and credit card imprint both represent the purchase of the membership and his agreement to the terms and conditions of the contract. Mr. [redacted] membership agreement and credit card imprint clearly states that his contractual monthly dues start on 11/2013 (see enclosed).
Pursuant to N.J.S.A. 56:8-42, the only method of cancellation is by sending a written notice by certified orregisteredmail to Future-Fitness Centers. This-must be-reoeived-(SO) days-in--------- -- - advance of any requested cancellation date. Additionally, Future Fitness Centers also offers the courtesy of allowing our members to come into the club during normal club business hours, Monday through Friday, 10:00am through 6:00pm, (the only time that a qualified representative is available) to complete a cancellation form. Provided the account is in good standing, the membership may be cancelled via the two methods listed above.
Please note, Mr. [redacted] spoke with a customer support representative, as the owners do not engage in customer service calis.
We maintain records of all communication, both written and verbal, from our members, in our database. On April 15, 2014 we contacted Mr. [redacted] to inform him that his credit card would expire on April 30, 2014 at that time he said he would come to the facility and update his credit card. On May 6, 2014 we contacted Mr. [redacted] to inform him that his contractual monthly dues for the month of May declined. He inquired about our cancellation policy and ended the conversation.
On May 12, 2014 we received Mr. [redacted] certified letter dated May 9, 2014 requesting to cancel his membership (copy enclosed). Pursuant to his membership agreement, Mr. [redacted]’s final contractual dues would draft on June 1. 2014 and he would have full club use and privileges until June 30, 2014. Unfortunately the final month’s contractual dues did decline and Mr. [redacted] has a balance of $27.82 on his account. We would never refuse to cancel a membership, however, we would explain to any member with a balance that contractually, to cancel, he must settle his balance first to enable the process.
Thank you again for the opportunity to respond to this complaint. Please do not hesitate to contact me should you need any further information regarding this matter.

/>
Thank you for the opportunity to respond to the complaint brought forth by the above referenced individual. Mr. [redacted] signed a membership agreement with Future Fitness on 7/8/2009. Mr. [redacted]’s signature in (4) different places on the attached membership agreement both represent the purchase of the membership and his agreement to the terms and conditions of the contract.
Per his signed membership agreement (bracketed), member shall pay a service charge of $25 for each bad check, each uncollected E.F. T. / Checking / Savings, each uncollected E.F. T / Credit Card and for each incidence of any other uncollected funds. Monthly dues are collected via EFT on the 1st of each month. If dues are not prepaid before the 1 st of the month or collected EFT on the 1st, a service fee of $25 will be assessed
As per the membership agreement, all dues are billed on the 1st of every month. On February 1, 2014 we attempted to bill Mr. [redacted]’s contractual monthly dues payment in the amount of $26 plus tax ($27.82). Unfortunately his card declined and he was assessed a contractual uncollected funds fee of $25.00 plus tax ($26.75). We did waive his uncollected funds fee as a onetime courtesy on August 15, 2012 as is evidenced by the attached transaction list. Unfortunately we are unable to absorb another uncollected fee. A letter notifying Mr. [redacted] of the decline was sent to him on February 1, 2014 (see attached) making him aware of the balance owed on the account. In addition to the letter we mailed Mr. [redacted], a call was placed to him on May 19, 2014 in hopes of resolving this issue. Our call was not returned until June 3, 2014.
On February 2, 2014 Mr. [redacted] presented to the Turnersville location, completed a cancellation form and paid his contractual (90) day cancellation period. As advised in the letter reference above, he did not pay his uncollected funds fee of $26.75. This balance was left on his account and was debited on May 1, 2014 which declined and resulted in another uncollected funds fee of $26.75 bringing his balance to $53.50.
Mr. [redacted] called our office on June 3, 2014 requesting that we waive the fee. At that time we explained to him that our billing program had captured the balance on his account on June 1, 2014. We also reminded Mr. [redacted] we had waived a fee on August 15, 2012 as a onetime courtesy to him.
www.futurefitnesscenters.com

 
In an effort to resolve this issue amicably. I spoke with Mr. [redacted] on June 9. 2014 and l agreed to waive one of the $25 plus tax ($26.75) uncollected funds fees. Mr. [redacted] stated the he was pleased we would extend this second courtesy to him. We have refunded Mr. [redacted] credit card as evidenced by the attached transaction detail report;
Please do not hesitate to contact me should you need any further information regarding this matter.

Review: This is a very lengthy story but to make it as concise as possible, since June 17, 2013 I have attempted to have my membership canceled only for Future Fitness to [redacted]nue to compound my money each month.On June 17th my father [redacted] W. [redacted] went in to cancel his Future Fitness membership along with that of my mother's and mine. He brought with him a letter giving him permission to handle my account as I had a family emergency and was living in North Carolina to take care for an ailing family member. I was advised on the phone that I had to [redacted] in to cancel my membership, when I explained the situation to the girl on call she told me to write a letter. That is exactly what I did and [redacted] then brought in this letter and spoke with a [redacted].Initially [redacted] did not want to cancel [redacted](my mother) or my membership however after a lengthy discussion with [redacted] he did. At that time [redacted] gave [redacted] a check for all money owed and he noted this on his cancellation form and check.We all assumed this situation was handled and never heard anything again until I received a phone call in October that my credit card would not process my monthly Future Fitness payment.When I said my membership was cancelled they had me call their Berlin NJ customer service office. This is when they informed me that they used my father's check to make monthly payments on both my mother's ([redacted]) and my account. I spoke to an [redacted] who was very rude and screamed at me. [redacted] then called and he was hung up on. He was told [redacted] should have never allowed him to cancel and that he worked in another branch and could not be reached for consult. We then contacted a [redacted] who informed us the original letter was not good because it needed to be certified (never was I told this) and they needed a copy of the check. On October 20th we had another letter notarized and sent giving [redacted] permission to handle our accounts. We since spoke to [redacted], [redacted] and others endlessly to no avail or returned callsDesired Settlement: At this time after numerous phone calls to a manager named [redacted] and [redacted]'s account were rectified, however they still keep sending me bills and saying that the only way I can cancel my membership is to [redacted] into the center and to pay almost $300.00.They also keep threatening on the phone to take me to the credit bureau where I have outstanding credit. Why when they received the letter and notification would they still keep trying to charge a credit card that no longer exists and expect me to [redacted] in from North Carolina. I feel that in good faith I have tried to rectify this p[redacted]lem the best I can yet they keep compounding fees that I don't even owe. As far as I am concerned [redacted] paid in full our membership cancelation fees, provided them with a notarized letter that he could take care of the account what more did they want except to extort money from me. I owe them nothing and want proof that my membership is cancelled. If they admitted their error with theirs why not mine

Business

Response:

Thank you for the opportunity to respond to the complaint brought forth by the above referenced individual. Ms. [redacted] signed a membership agreement with Future Fitness on 9/15/10. Ms. [redacted]’s signature on the attached membership agreement both represents the purchase of the membership and her agreement to the terms and conditions of the contract.

Pursuant to N.J.S.A. 56:8-42, the only method of cancellation is by sending a written notice by certified or registered mail to Future Fitness Centers. This must be received ninety (90) days in advance of any requested cancellation date. Additionally, Future Fitness Centers also the courtesy of allowing our members to [redacted] into the club during normal club business hours, Monday through Friday, 10:00am through 6:00pm, (the only time that a qualified representative is available) to complete a cancellation form. Provided the account is in good standing, the membership may be cancelled via the two methods listed above.

Ms. [redacted]’s father came into the facility on June 17, 2013; he made a payment on her account and stated he wanted to cancel the membership. Due to privacy laws, our policy is to only allow the purchaser on the account access to information including billing and cancellation of memberships. When Mr. [redacted] requested cancellation, the front desk staff explained the proper procedure to cancel the membership. This process requires written notification by the purchaser on a Future Fitness Centers cancellation form or per N.J.S.A. 56:8-42, written notification by certified mail. Ms. [redacted]’s father contacted the accounting office and the same information was reiterated to him by the accountin g office that was provided to him when he requested to cancel the membership at the front desk on June 17, 2013.

Ms. [redacted] stated in her complaint that her father brought with him a letter giving him permission to handle her account. Perhaps Ms. [redacted] is confused on this time line, as the letter giving Mr. [redacted] permission to cancel her membership was dated and notarized on October 20, 2013 not June 17, 2013.

We received this request for cancellation from Ms. [redacted] on 10/31/13 (see attached.) 0n E 117/ 13, we sent M5. [redacted] a letter via regular and certified mail (receipt #), reminding her that her account may be cancelled at anytime by providing 90 days notice provided the account is in good standing. Ms. [redacted] had a balance due of $135.89 at that time and we advised Ms. [redacted] that if payment was not received her account would follow due process, The regular mail was not returned to us and the certified mail was returned “unclaimed”. (see attached)

Once an account reaches a balance that is 90 days past due ( $245.03) the contractual 90 day cancel period ($110.21) is added to the balance and submitted to our collections agency.($355.24) Ms. [redacted] was made aware by regular and certified mail sent to her on November '7, 2013, that the account would follow due process if payment was not received. We did not hear back from Ms. [redacted] until we received this complaint that was submitted to you on 1/22/2014.

It is unfortunate that Ms. [redacted] did not follow proper procedure however in an effort to resolve this matter we would like to offer Ms. [redacted] amnesty. We will accept one third (1/3) the current balance of $355.24 which will be $234.46 and allow her to use the facility for 90 consecutive day any time in the future.

Please do not hesitate to contact me should you need any further information regarding this matter.

Consumer

Response:

I am rejecting this response because:

Once again Future Fitness is not being forthright in regards to this incident.

They are correct in saying that [redacted] went into cancel all three memberships. However what is not truthful is:

1. [redacted] originally tried to cancel the memberships over the phone several days prior to June 17th. It was at that time [redacted] was told he had to [redacted] in to the Turnersville location. He also told them that [redacted] nor I would be able to [redacted] in, and he was informed that he would need a letter. It was then that we sent [redacted] a typed letter requesting the end to our memberships. [redacted] in turn went to Future Fitness of Turnersville on June 17th and dealt with a manager named [redacted] (who has yet after all these months stepped up to speak on this matter - yet [redacted], [redacted] and I were all told on different occasions when we asked to speak to him that he is in another one of their facilities - Can't he be reached by phone? I am sure [redacted] remembers accepting the check paid in full (also previously attached)on June 17th. In addition, never was [redacted] told that the letter he provided was not sufficient because it had to be sent certified. It was not until October that [redacted] and I realized that our memberships were still active (we received phone calls and letters)and that we were still being charged. We thought the cancellation had taken place on June 17th! It wasn't until we called in response to our letters and phone calls that we were told any letters cancelling memberships must be sent certified. We then immediately sent another letter which was dated and notarized on October 20,2013. So, I am not confused by the cancellation letters presented. Unfortunately they don't want to acknowledge that [redacted] had a letter with him on June 17th - it was just not a certified letter.

2.[redacted] did not complete two cancellation forms on June 17th. He only received one form at the end of his visit which you have already received an attachment of. Also when they say they readily cancelled [redacted]'s membership - that is a falsehood too. [redacted] had to fight to get her membership cancelled the same way I am doing right now. She disputed this from October - December when finally a manager named [redacted] cancelled her membership. They used the cancellation check money and applied it to her account as well.

3. Also they state that Mr. [redacted] chose to make payment on my membership. Why would he have done that when my membership dues were taken directly from my credit card each month. Also why would he have done that if he was trying to cancel my membership in the first place!

4. They are stating that I received letters from them on 11/7/13. Well that would be a little difficult when I was not in the state of New Jersey at that time nor was [redacted]. It was told to countless Future Fitness staff members that we were out of town taking care of family with medical issues! I guess that would be why the certified letters were filed as unclaimed.

5. They stated that I was told they would take me to due process /collections agency. Again- I did not receive anything from them regarding this matter but rather from the collection agency themselves. It was then that I contacted a lawyer [redacted] for advice along with the collection agency and the three major Credit Bureau agencies ([redacted].) I then forwarded all my information to the collection agency as advised.

I find it interesting that a company who is so willing to work with providing amnesty is not willing to bring forward the manager who accepted the original information on June 17, 2013. I also would like to know why - if they are so on top of their billing, contracts and customer satisfaction, that it would take them 91 days to respond to my rebuttle.

Once again I will state that I have outstanding credit and have been more than willing to pay my bills. I will pay bills that I owe but not ones that I don't or that were already paid!

Regards,

Business

Response:

Thank you for the opportunity to respond to the additional concerns regarding this case.

Ms. [redacted] stated in her complaint that her father tried to cancel the membership over the phone several days prior to June 17, 2013. As per the signed membership agreement, Requests for cancellations may not be taken over the telephone. Members must [redacted] into the clubs during normal club business hours, Monday through Friday, 10:00 AM through 6:00 PM, to complete a cancellation form. Weekend/evening cancellations may be arranged with a previously scheduled appointment only. Facsimile and email may NOT be used to cancel or freeze memberships. Ms. [redacted]’s signature on the contract represents her acknowledgement, understanding and acceptance of the terms. Mr. [redacted] would not have been able per the signed membership agreement to cancel over the phone. As stated previously in the last responses, a letter was not presented to the facility on June 17, 2013 by Mr. [redacted] giving him permission to cancel [redacted]’s membership. We have never had any record of such a letter. It was explained to Mr. [redacted], at the time that the cancel process requires written notification by the purchaser, and that if Ms. [redacted] was not able to [redacted] into the facility she would have to send her request to cancel by certified mail, per N.J.S.A. 56:8-42g. Had we received this requested letter postmarked in June 2013, we would have cancelled the membership with no further dues owed by Ms. [redacted] because her father chose to make payment on the account. This payment did not negate Ms. [redacted]’s responsibility to follow the guidelines of the contract that she signed and agreed to when she voluntarily joined our facility.

Ms. [redacted] requested in her complaint that she wanted to speak to “[redacted]”, however [redacted] is a membership consultant and any contract issue or customer service issues are handled through me or the customer service department. This cancel policy was signed/initialed and agreed to by Ms. [redacted], in 4 separate places on the contract when she voluntarily signed her membership agreement on September 15, 2010. Ms. [redacted] was given a copy of this agreement at the time of signing.

Ms. [redacted] also stated in her complaint, it would be difficult to receive mail from Future Fitness as she was not in the state. Had Ms. [redacted] informed us that her mail was not being forwarded to her or provided us with a temporary address we would have been able to accommodate that request and communicate with her in a timely manner. We spoke to Ms. [redacted] on October 3, 2013, at which time she was informed that her membership was

not cancelled and that customer support would look into the matter and return her call. On October 10, 2013 we called Ms. [redacted] who was not available, however when we asked the gentleman who answered the telephone to have her call Future Fitness the gentleman identified himself as her father. Mr. [redacted] stated to our customer service department that she was unavailable. When we stated that we wanted to speak to her concerning the cancellation of her membership, Mr. [redacted] stated that he had requested canceling her membership when he cancelled his but was advised that [redacted] would need to send in a letter to cancel.

We received this request for cancellation from Ms. [redacted] on 10/31/13 (see attached.) On 11/7/13, we sent Ms. [redacted] a letter via regular and certified mail (receipt #: ), reminding her that her account may be cancelled at anytime by providing 90 days notice provided the account is in good standing. Ms. [redacted] had a balance due of $135.89 at that time and we advised Ms. [redacted] that if payment was not received her account would follow due process. The regular mail was not returned to us and the certified mail was returned “unclaimed”. (see attached)

We received the first complaint on January 24, 2014 and responded on January 28, 2014. The rejection response to our January 28, 2014 was received on February 24, 2014 and responded to on March 4, 2014. The next rejection letter to our March 4 letter was not received in our office until June 16, 2014, although the Revdex.com believes to have mailed us a letter, our office did not received this letter prior to June 16, when The Revdex.com resubmitted to us we promptly responded on June 20, 2014.

Once an account reaches a balance that is 90 days past due ($245.03) the contractual 90 day cancel period ($110.21) is added to the balance and submitted to our collections agency. ($355.24) Ms. [redacted] was made aware by regular and certified mail sent to her on November 7, 2013, that the account would follow due process if payment was not received. We did not hear back from Ms. [redacted] until we received the complaint that was submitted to you on 1/22/2014.

It is unfortunate that Ms. [redacted] did not follow proper procedure however in an effort to resolve this matter we would like to extend the previous offer to Ms. [redacted] of amnesty. We will accept one third (1/3) off the current balance of $355 .24 which will be $234.46 and allow her or another individual she assigns to use the facility for 90 consecutive days at any time in the future.

Please do not hesitate to contact me should you need any further information regarding this matter.

Review: Hello! My name is[redacted] and | live at [redacted]I hope you could help me in my problem with Future Fitness Center. I enrolled my son,who is **years old. He like it there and he had some progress physically with his health. [redacted]one of their agents told me that I could be one of my son's guests July**,2013, I came in as a guest. [redacted]was the agent.he let me sign a contract,but I told him, I would only try it. He said that I could try it until july**.if I like it, I could continue, if not, I will not be charged.I tried the spinning bicyie, but I got dizzy and had chest pain.I came back on juiy **and told **I have to cancel. My body can't take it. He said that l was in the wrong session.I should bein the swimming. He told me to start my membership on**,2014.I agreed and gave me a |etter.isigned it and I said that you have to sign too.he told me, don't you trust me?” I said that you will not charge me monthly right? he said that I can trust him.I got my [redacted]bill for the month of ju|y,and was shocked to be charged $15.88. my son’s membership fee is $41.73. I called their corporate office and [redacted]told me to go to the future fitness and talk to[redacted]. He said that he can help me with the credit card charge.I told him that I want to cancel and wanted to sign the cancellation form. He got upset and said that there is a contract that l signedhe let me wait for an hour which is very rude.I have to literally talk to the front desk to be able to talk to him.he insisted that l have a contract that | signed and never get out of it. I called [redacted]their corporate office and as usual,she was not on my side and even blamed me for my problem my point is that this company is a FRAUD.I only came there as a guest,they NEVER TOOK NO FOR AN ANSWER.I want future fitness to stop automatically charging me for services that I never got. I want a complete refund for my july-august bill. I really want to CANCEL my membership,if not, I could come back on January 2, 2014.I hope you could help me.Desired Settlement: see Attached document

Business

Response:

Thank you for the opportunity to respond to the complaint brought forth by the above referenced individual. Mrs. [redacted] voluntarily purchased a $1 down membership with Future Fitness Centers on July 16, 2013. Mrs. [redacted] was advised at the time she volunlarily joinecl that this membership has one-time fee OF$1.00 plus tax and monthly dues of $10.00 per month plus tax for the first (2) months. After the first two months, Mrs. [redacted] monthly dues are $39 plus tax per month for the next 18 months. The membership may be cancelled after the initial 20 month term is completed by providing 30 days notice per the membership agreement. Mrs [redacted] affixed her signature to the contract and the rider agreement (copy enclosed) in four different places which clearly states the terms of the membership.. In addition Ms [redacted] initialed on a separate line that is strictly an acceptance of the cancel period.The membership is a fixed-term, non-cancelable, non-freezable membership during the first 20 months. Mrs. [redacted] received a copy of her signed membership agreement and signed membership agreement addendum (rider) at the time of enrollment. Mrs. [redacted] was offered several membership options (Founder, Executive, and VIP), and Voluntarily chose the $1 down membership.Mrs. [redacted] contract shows her monthly dues were to start on August I, 2013. However, Mrs. [redacted] inquired at the facility with the manager about adjusting her start date to January 2, 2014. There was an oversight on our part and Mrs. [redacted] was billed on August I, 2013. When we received the chargeback we discovered the error however; we did not refund her credit card as she had already issued a chargeback before she notified us of any billing discrepancy.I spoke with Mrs. [redacted] on September 19, 20 I3 and explained the error. Mrs. [redacted] stated she will drop the chargeback and was very happy and understanding of the error. As I explained to Mrs. [redacted] once I receive written notification from her credit card company I will then refund her card for the dues that were withdrawn in error. .If Mrs. [redacted] again today, September23, 2013. She now states she will not withdraw the chargeback. I explained that the credit card company did withdraw the funds from our account and that we would notify them of the error and allow the chargeback to go through. As I stated above, Mrs [redacted] voluntarily chose a fixed term membership. Ms [redacted] did not want to go over her options and just kept telling me I will have to deal with the credit card company.If Mrs. [redacted] would like to cancel her membership, she must upgrade to one of the membership options offered to her at the time of enrollment and provide 30 days notice for canellation or complete the term of the membership for which she originally enrolled. If Mrs [redacted] needs further assistance withthis matter, she can contact a consultant and they would be more than happy to assist her with upgrading her membership.

Thank you again for the opportunity to respond to this complaint. Please do not hesitate to contact me should you need any further information regarding this matter.

Review: My husband and I joined Future Fitness in November 2012. His was paid by his debit card, mine by my health insurance company. Half way into the year we had so much going on we stopped using it. When we thought the memberships would automatically cancel at the end of year it did not. They continued billing by using his debit card. I noticed two months a double billing in the first month then a monthly billing thereafter. We also noticed the contract had a falsified date at the end of the contract which stated a with whole new date for the following year. We also called several times and spoke to accounting to cancel and went to the gym. We finally got the owner on the phone who was so rude and he said I am sorry but you can't cancel this. We told him that they must have been added this date after my husband signed the contract. We called for a few months and told them to stop taking money out of his debit card. Then sent a letter regular mail in February. They continued to bill for his. Finally we went to the bank and cancelled the debit card. Then we sent them cancellation letters, by certified mail, and in person to the faciltiy we signed up in (Turnersville) and to the Accounting dept. (Berlin NJ) and delivered to them personally a letter of cancellation all in May. They said you cannot cancel until you pay May in full and the uncollected funds fees so we paid it with a chk. Got a receipt. Then she said you cannot cancel until you speak to a representative here at the gym. We told her yes we can. As we sent notice by by certified mail. She said no that is not enough. So we asked to see a rep. She said I am sorry they are too busy to see you. That was May 30th. So in June instead of cancelling they continued charging and uncollected fund fees as well so now we are being double billed. We called accounting and spoke to [redacted] who said I am sorry as long as you have a balance you cannot cancel. I said how can we not have a balance when you refuse to stop billing us. Also, I have asked if they are still billing my Insurance company for my membership and all they will tell me is they cannot see that information. They still refuse to accept the cancellation at this point.Desired Settlement: They need to pay us back money to November 30, 2013

Business

Response:

Thank you for the opportunity to respond to the complaint brought forth by the above referenced individual. Mrs. [redacted] enrolled as a Silver and Fit member on October 11, 2012. This membership is based on usage and her insurance company is only billed if Mrs. [redacted] using the facility. Mrs. [redacted] last visit was January, 17 2014 and her insurance company was billed for the month of January.

Mr. [redacted] signed a membership agreement with Future Fitness for a month to month membership with 30 day notice to cancel on 10/11/12. Mr. [redacted] signature in (4) different places on the attached membership agreement and credit card imprint both represent the purchase of the membership and his agreement to the terms and conditions of the contract. Mr. [redacted] membership agreement and credit card imprint clearly states that his contractual monthly dues start on 11/2013 (see enclosed).

Pursuant to N.J.S.A. 56:8-42, the only method of cancellation is by sending a written notice by certified orregisteredmail to Future-Fitness Centers. This-must be-reoeived-(SO) days-in--------- -- - advance of any requested cancellation date. Additionally, Future Fitness Centers also offers the courtesy of allowing our members to come into the club during normal club business hours, Monday through Friday, 10:00am through 6:00pm, (the only time that a qualified representative is available) to complete a cancellation form. Provided the account is in good standing, the membership may be cancelled via the two methods listed above.

Please note, Mr. [redacted] spoke with a customer support representative, as the owners do not engage in customer service calis.

We maintain records of all communication, both written and verbal, from our members, in our database. On April 15, 2014 we contacted Mr. [redacted] to inform him that his credit card would expire on April 30, 2014 at that time he said he would come to the facility and update his credit card. On May 6, 2014 we contacted Mr. [redacted] to inform him that his contractual monthly dues for the month of May declined. He inquired about our cancellation policy and ended the conversation.

On May 12, 2014 we received Mr. [redacted] certified letter dated May 9, 2014 requesting to cancel his membership (copy enclosed). Pursuant to his membership agreement, Mr. [redacted]’s final contractual dues would draft on June 1. 2014 and he would have full club use and privileges until June 30, 2014. Unfortunately the final month’s contractual dues did decline and Mr. [redacted] has a balance of $27.82 on his account. We would never refuse to cancel a membership, however, we would explain to any member with a balance that contractually, to cancel, he must settle his balance first to enable the process.

Thank you again for the opportunity to respond to this complaint. Please do not hesitate to contact me should you need any further information regarding this matter.

Review: I won a free month membership from a future fitness rep at a health and fitness fair at my college, and was told to come to the Future Fitness gym to redeem my membership. When I arrived, I was told that I had to take a mandatory tour of the gym in order to obtain my free month membership. After the tour, the manager sat me down and explained how "it had to work." I was told that to obtain my free month, I had to sign a contract for one additional month. When I explained to the manager that I don't feel comfortable with contracts, he made it very clear that, and in his exact words stated, "if for any reason you wish to cancel this membership, contact us and we will take care of it for you." He told me that although I was signing an 18-month contract, that I could still cancel at any time I would want to. Due to how far I live away from the gym, after about 2 weeks, I did not use it anymore. After the next month's payment came out of my account, I called and tried to cancel my membership for the first time. A receptionist answered, asked what I needed the manager for, and put my call on hold for almost 20 minutes; just to be told nobody could help with my request and to try again another time. This same thing happened multiple times, until the last time I called, I was directed to call the accounting office for the gym. The woman was very rude, and gave me an attitude for wanting to cancel my contract early. She told me the only way to cancel was to upgrade to a more expensive membership, and then cancel. When she heard I was displeased, she broke out of her professional shell and literally told me, "you're screwed unless you upgrade." I simply just hung up after that point. Now, I'm paying for services that I am no longer using, and being told that "I'm screwed" by the very unprofessional employees of future fitness.Desired Settlement: I do not want to be forced to pay a massive amount of money, or any money at all, for canceling my membership that I no longer use. Especially since I was blatantly lied to by being told that I could cancel whenever I pleased.

Business

Response:

Thank you for the opportunity to respond to the above referenced complaint. Mr. [redacted] joined Future Fitness Centers on April 1, 2014 on a $1 down membership. This membership has an initiation fee of $1.00 plus tax and monthly dues of $10.00 per month plus tax for the first two (2) months. After the first two (2) months, the monthly dues increase to $44.00 per month plus tax. This membership is non-freezable and non-cancellable during the base term of 20 months.

Mr. [redacted] did win a free month at a health and fitness fair at Gloucester County College. All guests are required to take a tour of the facility. Mr. [redacted] was informed of this at the fair by a representative. On April 1, 2014, Mr. [redacted] was ta ken on the scripted tour of the Turnersville facility with a membership consultant. Mr. [redacted] was offered various membership options. He was informed that he could utilize his free month, which he won at the health and fitness fair, orjoin the facility on a dues paying membership at the "First Visit” discounts that are offered to all members on their first visit to any of the facilities.

Mr. [redacted] voluntarily chose to forego his one free month of membership and join on the $1 down membership. He not only signed and initialed the enclosed membership agreement in three (3) different places, but also signed and initialed the membership agreement addendum (rider) form in two (2) places, and provided two signed copies of his credit card information for his recurring monthly dues. Mr. [redacted] was given copies of everything that he signed for his records at the time he enrolled. The terms of this agreement were made extremely clear to him prior to him signing the agreement.

Mr. [redacted] contacted the Turnersville location at 2:40pm on May 6‘“, 2014, to inquire how to cancel his membership with Future Fitness Centers. The manager returned Mr. [redacted]’s telephone call on May 23'“, 2014 at 11:30am and left him a voicemail message. Mr. [redacted]'s telephone call to inquire on cancelling

was made just after his'first month of $44.00 dues were drafted. Mr. [redacted] used the club during his first two months which were billed at $10.00 plus tax, as per the terms of his signed membership agreement.

Mr. [redacted] did not contact Future Fitness Centers again until June 30, 2014. He spoke with a customer service representative regarding cancelling his membership. Mr. [redacted] stated to the representative that he thought he was cancelled because of his telephone call to the club in May 2014. The representative explained to him that we do not accept verbal cancellations and that all cancellations must be in writing. She also explained to Mr. [redacted] that he enrolled on a membership that has a minimum term of 20 months. She explained that he did have the options to upgrade to a membership that is cancellable by providing 30 days' notice.

Mr. [redacted] then stated to the representative that he permanently relocated to Cape May, NJ. The representative explained to Mr. [redacted], pursuant to N.J.S.A. 56:8-42, what forms of proof of permanent relocation the State of New Jersey considers acceptable. These include a driver’ 5 license, lease/mortgage, or major utility bill (electric, gas, water/sewer) in his name with the service location address. Mr. [redacted] stated he does not have any of those forms of proof of permanent relocation. The representative offered Mr. [redacted] the telephone number to the Turnersville location so that he could schedule an appointment to upgrade and cancel his membership. Mr. [redacted] said that he did not want the number and hung up on the representative. His allegations that the representative with whom he spoke used inappropriate terminology are simply false.

Please reiterate to Mr. [redacted] that to cancel his membership he can provide proof of permanent relocation, as stated above, or meet with a membership consultant to upgrade to a membership that is

cancellable by providing 30 days' notice.

Please note, Mr. [redacted]’s recurring monthly draft for $47.08 was declined. He currently has a balance of $73.83 which must be settled prior to cancellation.

If you have any further questions, please contact me at [redacted] Monday through Friday between 10am and 5pm. Thank you.

Business

Response:

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I have been a member at this gym off and on for over 12 years. After what they did to me I will NEVER return again. In February of 2014 my monthly membership fee was not paid due to my credit card not having enough funds to cover it. Typically when this occurs Future Fitness charges a $26 fee on top of the monthly membership dues. I went in immediately upon this being made known to me and paid my monthly membership fee at the Turnersville location. I was told that because I did that they would waive the charge for insufficient funds. At this time I told them I wanted to cancel my membership. I signed the cancellation form, paid the three months of required fees in advance and was told that I was completely paid in full and no further charges would be put on my credit card. Fast forward to 3 months later and my credit card was charged the $26 NSF fee from 3 months prior. My card again didn't have enough funds on it(I wasn't expecting any transactions) and so another NSF fee was tacked on for a total of nearly $54. I called Future Fitness and told them I canceled my membership three months ago and paid everything they told me I owed at that time(over $100 for four months of membership dues including three months in advance). Now they tell me that I had a NSF fee I didn't pay 3 months ago and so they charged me for it. I told them I was told it was waived and they said they have no record of that being said. Clearly if I paid all of my dues up front I would have paid that as well as I didn't want any further charges from Future Fitness on my card. The woman I spoke to in the accounting department was extremely rude and ignorant. She showed no concern nor sense of ownership of this issue whatsoever. This was a mistake made on their part not mine and they are not showing any empathy. I was never notified I had an outstanding balance when I was in the office paying EVERYTHING I was told I owed.Desired Settlement: I want the $54 in fees refunded to my card because I was told that I paid everything I needed to pay when I went in to cancel nor was I notified during the 3 months after I paid in full that I still had a balance. It wasn't until my card was charged three months later that I had to pay this fee from 3 months prior and subsequent fee on top of that because my card couldn't cover the first fee. Clearly I wanted to square up with Future Fitness when I went there in February and even if they tell me that they never waived the fee, a heads up that I had a balance in the 3 months after my visit would have allowed me to go in and either argue that my fee was waived or pay the $26.75 and be done with them. Instead they did not inform me, charged my card, and now collect another fee on top of that. I should not be paying for their lack of communication. This is wrong and their lack of empathy in this situation is appalling to me. They are in the wrong here and I demand a resolution to this.

Business

Response:

Thank you for the opportunity to respond to the complaint brought forth by the above referenced individual. Mr. [redacted] signed a membership agreement with Future Fitness on 7/8/2009. Mr. [redacted]’s signature in (4) different places on the attached membership agreement both represent the purchase of the membership and his agreement to the terms and conditions of the contract.

Per his signed membership agreement (bracketed), member shall pay a service charge of $25 for each bad check, each uncollected E.F. T. / Checking / Savings, each uncollected E.F. T / Credit Card and for each incidence of any other uncollected funds. Monthly dues are collected via EFT on the 1st of each month. If dues are not prepaid before the 1 st of the month or collected EFT on the 1st, a service fee of $25 will be assessed

As per the membership agreement, all dues are billed on the 1st of every month. On February 1, 2014 we attempted to bill Mr. [redacted]’s contractual monthly dues payment in the amount of $26 plus tax ($27.82). Unfortunately his card declined and he was assessed a contractual uncollected funds fee of $25.00 plus tax ($26.75). We did waive his uncollected funds fee as a onetime courtesy on August 15, 2012 as is evidenced by the attached transaction list. Unfortunately we are unable to absorb another uncollected fee. A letter notifying Mr. [redacted] of the decline was sent to him on February 1, 2014 (see attached) making him aware of the balance owed on the account. In addition to the letter we mailed Mr. [redacted], a call was placed to him on May 19, 2014 in hopes of resolving this issue. Our call was not returned until June 3, 2014.

On February 2, 2014 Mr. [redacted] presented to the Turnersville location, completed a cancellation form and paid his contractual (90) day cancellation period. As advised in the letter reference above, he did not pay his uncollected funds fee of $26.75. This balance was left on his account and was debited on May 1, 2014 which declined and resulted in another uncollected funds fee of $26.75 bringing his balance to $53.50.

Mr. [redacted] called our office on June 3, 2014 requesting that we waive the fee. At that time we explained to him that our billing program had captured the balance on his account on June 1, 2014. We also reminded Mr. [redacted] we had waived a fee on August 15, 2012 as a onetime courtesy to him.

www.futurefitnesscenters.com

In an effort to resolve this issue amicably. I spoke with Mr. [redacted] on June 9. 2014 and l agreed to waive one of the $25 plus tax ($26.75) uncollected funds fees. Mr. [redacted] stated the he was pleased we would extend this second courtesy to him. We have refunded Mr. [redacted] credit card as evidenced by the attached transaction detail report;

Please do not hesitate to contact me should you need any further information regarding this matter.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It is a shame Future Fitness needs me to go to this length to right a wrong on their part. The phone call they made to me on 5/19 had no details in the message other then, "Please contact me in regards to your account." Their assertion that I did not return this phone call until 6/3 is false. I returned the phone call on multiple occasions including 5/19 and never received a call back. It is this type of horrible communications and atrocious customer service that has turned me off to Future Fitness. I asked them to meet me half way on this even though I felt I was entitled to the entire 54 dollars due to their miscommunications. The request to be met halfway was met with nothing but rejection and lack of concern until they received a report from the Revdex.com.It is ashame that they still have not intention of admitting they handled this poorly and refuse to own up to their own mistakes and miscommunications. They would much rather alienate their customer and go out of their way to make their customer feel like a mn than admit they have culpability in this as well. I am more than happy to pay half of the fee to end the relationship with Future Fitness. Thanks to the Revdex.com for assisting me in this.

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Description: Health Clubs, Fitness Centers, Training Programs, Exercise & Physical Fitness Programs, Fitness and Recreational Sports Centers (NAICS: 713940)

Address: 501 Route 168, Turnersville, New Jersey, United States, 08012-1458

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