Galaxy Fitness Inc.

Review: I placed my account on a hold while I traveled out of state for business for an extended period of time. My payment method for dues declined due to a change in my debit account numbers due to Target data breach. I do admit I did not realize my debit card and not my bank account number was being used for payment, however I do not understand why 'Galaxy Fitness Inc.' could not notify me via telephone or letter before turning my account over to their payment collections agency? I had a similar issue with a fitness facility I am using out of state, once again due to the Target data breach, and was notified the day of declined payment by the gym via telephone to fix the situation. The lack of communication is extremely unprofessional and I feel others should know what they are getting into before signing a contract with this facility. I am so fed up with this business that I am willing to cancel my membership at 'Galaxy' to continue my membership with a national chain which has a location in a neighboring town to Irwin, PA. By canceling my membership, I will be losing over $100 in unused personal training sessions.Desired Settlement: Refund of unused personal training sessions to cover the cost of "late payment" fees and dues that are owed

Business

Response:

On 4/18/2014, the complainant was emailed regarding the status of her account. A copy of this email is included with this response, We did not receive a response. The first letter that was sent from the agency that handles our declines, as well as our hard collections did not send a letter until 4/25/14. The account was never reported to any credit reporting agencies. We contract with a debt collection agency that handles our decline notifications as well as our hard collections. This company makes a series of phone calls and letters to notify the member that there is a problem with their account and they need to call us, or they can update their billing information directly on the first notification letter that they received. The complainant was then emailed again on 5/21/14, to let her know that there was still an issue with her account, and she did not contact us until 5/27/14. Eased on these emails, letters, and phone calls from Galaxy Fitness, and its agents, we do not feel that we have portrayed a “lack of communication”.

Review: Shortly after joining Galaxy Fitness I purchased some sessions for the personal training. I continued to use the sessions, and once I ran out I again, for $237 I purchased 12 more sessions for a Black Friday special that was running. The trainer, who was a decent trainer, seemed to have a lot of personal issues and the following day after I purchased the package and had only used 2 half hour sessions of my 12 (half hour) sessions, the trainer disappeared and never came into work again. Immediately after, staff gave me the option of either a refund of my remaining sessions, or the option to work with another personal trainer. I informed them I would like the refund and didn't want to deal with any more of the personal training at this point, as the trainer I initially worked with gave me the run around, and upon his quitting I discovered his credentials that they had listed had been expired for months. They e-mailed the owner in regards to my refund. A week later, no one had heard back and I inquired again and was told that another e-mail was sent. Finally, after another week or so I asked for the owners phone number in order to contact her myself. I called and left a message. I called a few other times, no answer and no calls back. It has been a number of weeks and I still have not heard back. Last week, I asked the front desk one more time and they sent ANOTHER e-mail regarding my refund and I still have not been contacted. The trainer left the gym over a month ago and I STILL have yet to hear from the owner or anyone who can help me with this situation.Desired Settlement: A refund of the remaining personal training sessions.

Business

Response:

In reference to letter dated 1/4/2016 We have sent the following mail to the customer on January 8, 2016, and faxed you a copy of the same, this is an electronic copy of the email for the Revdex.com records. If there is any thing further we need to do to show that we resolved her claim, please let us know. The assigned ID [redacted] that was submitted on 1/3/2016, has been resolved to the customer’s satisfaction, could you please close this case and show that we acted immediately when we received the notice. There was some misunderstanding on the communication as to whom was being contacted regarding her request and the company policy on refunds. Thank you for your help.

Review: Due to change in jobs for both me and my fianc, we contacted the gym on what options we had in ending or changing our contracts. I was advised I could down grade but had to come into the gym to do this. I'm not sure why this could not be done over the phone. I had advised them it was not longer convenient for me to go to the Irwin area. I did stop in a few times and was given a reason why this could not be taken care of each time I was there. Today when I stopped in, I was told the person that handles the memberships was in a meeting and no one else could take care of this for me. Even though no one could help me (during the time I was told I needed to be there for someone to help me), I was told I would be charged $17.50 to make a change. For What!! I asked for the person that handles this to call be before 2:30. They did not and I had to call back. Since no one could take care of this for me, I am now being charged for the more expensive plan for Jan. and still have to stop into the gym before Feb payment is withdrawn to make the change. Why is there no way of getting out of the contact when your situation changes or make if easier to make changes to yourDesired Settlement: When told to come certain day of the week and times to meet up w/the appropriate person - they should be available or have coverage. If that is not feasible, then they should accommodate the customers needs. Why is this something that Has to be done in person? If something needs signed, why can't it be mailed? Why is there no way of getting out of the contract when your situation has changed?

Business

Response:

The problem was resolved with [redacted] and the customer was satisfied.