Gainesville Sport & Health Club

I reached out to [redacted] the husband and cleared everything upApparently [redacted] was in contact with our member services department about freezing the account and member services was waiting a final confirmation and never received it from [redacted] so the account was never frozenI have requested to waive the balance on the account and coordinated with [redacted] for him to come in to pay for November dues to begin exercise after being released from the doctor's care

Hello, [redacted] signed a year membership agreement with Sport & HealthI have attached her agreement with the information related to her term and cancellation highlightedI'm sorry that [redacted] has to leave the club due to relocationPlease let me know if you have additional questionsThank you Yours in health, Carol H***

Hello, [redacted] joined signed up for a year membership on 10/16/His signed membership agreement is attachedAs per ***'s membership agreement, all he would have needed to do to cancel his membership is provide a doctor's noteThis is clearly stated under #of his membership agreementBelow is documentation of the times we contacted him before sending him to collectionsAlso, I have been the manager since April 1, and he never attempted to contact the club or me regarding his injury or request to cancel.Thank you, [redacted] General Manager From: " [redacted] " < [redacted] @sportandhealth.com>Sent: Friday, May 10, 9:AMTo: [redacted] Subject: Sport&Health - Need Address - Acct # [redacted] Hi ***, I am contacting you from the Sport and Health corporate office Our records indicate that we do not have a current address on file for you Please reply to this email with your current address, so we can update it in our system.Thanks, [redacted] Membership Accounting Sport & Health Clubs | Serenity Day Spas [redacted] @sportandhealth.comwww.sportandhealth.com www.serenitydayspas.com .***, if you would like to cancel you have to write directly to member services at: [email protected] or call them at [redacted] Regards, [redacted] **Accounts Receivable Manager Sport & Health Clubs | Serenity Day SpasVM###-###-#### F#-###-#### [redacted] www.sportandhealth.com www.serenitydayspas.com --------------------------------------------------------------------------------...⇄ "***" < [redacted] >Sent: Saturday, May 18, 6:PMTo: " [redacted] @sportandhealth.com" < [redacted] @sportandhealth.com>Subject: Re: Past Due Account ***, Im sorry for sending such a late emailWould it be possible if I could actually cancel my accountI usually dont have time to go to the gym so its just a waste right now Please let me know with more info on it The billing address is [redacted] va ***On May 16, 2013, at 2:PM, [redacted] @sportandhealth.com wrote: 05/16/ [redacted]

There is no written agreementWhen we joined the gym we specifically requested that no EFT is used and they told they would not. However, they automatically generated an EFT and we assume they used the information from the check we provided. This resulted in double payment in July.I
called the business is September and spoke with an account rep who stated that we are able to put our account on hold until November while my husband recovers from heart surgery. She also stated we would have to pay $per month while our account was inactive

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: This is an unfair way to treat a customerI feel that due to the organization not being able to provide service for me I should not pay a cancelation feeWhen I called originally the woman on the phone with the cancelation department had multiple reasons that are available to cancel without a fee but being relocated by a job or them not being able to provide service in an area, are notAgain I am not choosing to cancel I am being forced to by the organization (Sport and Health) due to the fact they cannot provide service where I am living.
Regards,
*** ***

Hello,
[redacted] joined signed up for a 2 year membership on 10/16/12. His signed membership agreement is attached. As per [redacted]'s membership agreement, all he would have needed to do to cancel his membership is provide a doctor's note. This is clearly stated under #7 of his membership...

agreement. Below is documentation of the 7 times we contacted him before sending him to collections. Also, I have been the manager since April 1, 2012 and he never attempted to contact the club or me regarding his injury or request to cancel.Thank you,
[redacted]
General Manager
 
From: "[redacted]" <[redacted]@sportandhealth.com>Sent: Friday, May 10, 2013 9:13 AMTo: [redacted]Subject: Sport&Health - Need Address - Acct # [redacted]
Hi [redacted],
I am contacting you from the Sport and Health corporate office.  Our records indicate that we do not have a current address on file for you.  Please reply to this email with your current address, so we can update it in our system.Thanks,
[redacted] Membership Accounting
Sport & Health Clubs | Serenity Day Spas[redacted]@sportandhealth.comwww.sportandhealth.com  www.serenitydayspas.com
 
 
.[redacted],
 
if you would like to cancel you have to write directly to member services at: [email protected]  or
call them at [redacted]
 
Regards,
[redacted]. Accounts Receivable Manager
Sport & Health Clubs | Serenity Day SpasVM. ###-###-#### F. ###-###-####[redacted]www.sportandhealth.com  www.serenitydayspas.com
--------------------------------------------------------------------------------...⇄ "[redacted]" <[redacted]>Sent: Saturday, May 18, 2013 6:20 PMTo: "[redacted]@sportandhealth.com" <[redacted]@sportandhealth.com>Subject: Re: Past Due Account
[redacted],
Im sorry for sending such a late email. Would it be possible if I could actually cancel my account. I usually dont have time to go to the gym so its just a waste right now.
Please let me know with more info on it.
The billing address is [redacted] va [redacted].
On May 16, 2013, at 2:35 PM, [redacted]@sportandhealth.com wrote:
05/16/2013 [redacted]

Hello,
[redacted] signed a 1 year membership agreement with Sport & Health. I have attached her agreement with the information related to her term and cancellation highlighted. I'm sorry that [redacted] has to leave the club due to relocation. Please let me know if you have additional...

questions. Thank you. 
Yours in health,
 
Carol H[redacted]

I reached out to [redacted] the husband and cleared everything up. Apparently [redacted] was in contact with our member services department about freezing the account and member services was waiting a final confirmation and never received it from [redacted] so the account was never frozen. I have requested to waive the balance on the account and coordinated with [redacted] for him to come in to pay for November dues to begin exercise after being released from the doctor's care...

Contacted [redacted] and explained the reason for delay and was understanding... The refund has been processed...

Review: On or about August 14 and 15, my husband contacted Sport and Health regarding the removal of his and my daughter's account (initial email below). The company responded with the email below. They already have my credit card as I had taken pilates class which required additional payments/my card. For the past two months we have been billed $93.99 each month with no notification of a payment increase or any further indication that the single membership ($39.99) was not in effect. I called to talk to accounting ([redacted]) who was extremely unprofessional and declined to investigate the matter. I requested to speak to her supervisor and she declined, stating that she could give me my club manager's information and that was all. The entire matter was very disappointing and frustrating.

Thomas,

Please confirm the single rate of $39.99 per month and we will also need your credit card information, as it does not transfer in the system because it is encrypted under your name.

Thanks so much for contacting Sport & Health Member Services! If you have any questions, please don't hesitate to email us or call us at ###-###-####.

Sincerely,

Member Services /Cherie

Sir/Ma'am: thank you for assistance in removing individuals below from my account.

Name: [redacted]

Address: [redacted]

Phone: ###-###-####

Membership #: [redacted]

Name: [redacted]

Address and Phone: Same as above.

Membership #: [redacted]Desired Settlement: I will be cancelling my membership and would like a refund - understanding the entire amount would not be refunded, ideally I would like the $53.00 which would have been saved by the payment quoted. I would also recommend a review of customer service interpersonal communication skills - this would have prevented the current complaint. Thank you

Business

Response:

Hello,

After several attempts to reach the member, she finally returned my call and we agreed to refund her the disputed amount of $54 based on her experience. Please let me know if you have any additional questions.

Thank you,

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.

Regards,

Review: I signed up with this gym (Gainesville Sport and Health) on January 11th 2014. first I would like to say I love this gym and its personnel, and I have recommended this gym to multiple friends and have a lot of friends that are members here. with that being said I am very upset with the treatment from this organization, recently my company I work for has transferred me to California to help open a new center. when this decision was made I checked to see where the closest Sport and Health gym was, when checking I realized they don't provide service here. I was very sad to find this out because I wanted to continue attending their gym and not join another. I called the center and spoke with both the manager on site and the department for cancelation and both told me there was nothing they could do for me I was required to pay the $140 cancelation fee. In any other case I would have no problem paying ( switching gyms, didn't like this gym, etc) but the fact remains I love the gym and they are unable to provide service for me in California. I explained that now I am required to join another gym and this will cost me close to $200 with first month payment and sign up fees. like I said if this was a choice of mine to switch or something I would not mind paying. I feel as though it isn't fair to hold me accountable for extenuating circumstances where they cannot provide the service for me.Desired Settlement: I would like the gym to cancel my membership with no fees attached. I would like to be let out of my contract without penalty.

Business

Response:

Hello,[redacted] signed a 1 year membership agreement with Sport & Health. I have attached her agreement with the information related to her term and cancellation highlighted. I'm sorry that [redacted] has to leave the club due to relocation. Please let me know if you have additional questions. Thank you. Yours in health, Carol H[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: This is an unfair way to treat a customer. I feel that due to the organization not being able to provide service for me I should not pay a cancelation fee. When I called originally the woman on the phone with the cancelation department had multiple reasons that are available to cancel without a fee but being relocated by a job or them not being able to provide service in an area, are not. Again I am not choosing to cancel I am being forced to by the organization (Sport and Health) due to the fact they cannot provide service where I am living.

Regards,

Review: I contacted Sport and Health Club LC to cancel my membership due to a back injury. I stopped going to the gym and made no payments because no contact could be made to Sport and Health. I received no response until months later from a debt collector. Sport and Health shared my personal information to a debt collector and refuses to communicate with me. The debt collector has charged me a total of $902.91.Desired Settlement: Membership cancelation, no further contact from debt collector and a return of all payments in which I did not attend Sport & Health.

Business

Response:

Hello,[redacted] joined signed up for a 2 year membership on 10/16/12. His signed membership agreement is attached. As per [redacted]'s membership agreement, all he would have needed to do to cancel his membership is provide a doctor's note. This is clearly stated under #7 of his membership agreement. Below is documentation of the 7 times we contacted him before sending him to collections. Also, I have been the manager since April 1, 2012 and he never attempted to contact the club or me regarding his injury or request to cancel.Thank you,[redacted]General Manager From: "[redacted]" <[redacted]@sportandhealth.com>Sent: Friday, May 10, 2013 9:13 AMTo: [redacted]Subject: Sport&Health - Need Address - Acct # [redacted]Hi [redacted],I am contacting you from the Sport and Health corporate office. Our records indicate that we do not have a current address on file for you. Please reply to this email with your current address, so we can update it in our system.Thanks,[redacted] Membership AccountingSport & Health Clubs | Serenity Day Spas[redacted]@sportandhealth.comwww.sportandhealth.com www.serenitydayspas.com .[redacted], if you would like to cancel you have to write directly to member services at: [email protected] orcall them at [redacted] Regards,[redacted]. Accounts Receivable ManagerSport & Health Clubs | Serenity Day SpasVM. ###-###-#### F. ###-###-####[redacted]www.sportandhealth.com www.serenitydayspas.com---------------------------------------------------------...⇄ "[redacted]" <[redacted]>Sent: Saturday, May 18, 2013 6:20 PMTo: "[redacted]@sportandhealth.com" <[redacted]@sportandhealth.com>Subject: Re: Past Due Account[redacted],Im sorry for sending such a late email. Would it be possible if I could actually cancel my account. I usually dont have time to go to the gym so its just a waste right now. Please let me know with more info on it. The billing address is [redacted] va [redacted].On May 16, 2013, at 2:35 PM, [redacted]@sportandhealth.com wrote:05/16/2013 [redacted]