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Giant Fitness Reviews (6)

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

12/20/2017Member called on 12/18/claims to have canceled membership in September, however neither the gym or the member have written proof of cancelationAs per the member's contract, we require 60-day written notice upon completion of the 12-month membership to terminate the
automatic monthly dues payment of $10; we only require days written notice to cancel the billing of the maintenance fee.Member’s monthly dues are $19.99/month and maintenance fee is $29/yearManager offered options to: transfer membership to another person; to downgrade membership and submit 60-day written notice by either coming into the gym, or if inconvenient send a signed and dated written letter; and ?nally, to cancel the membership outright without any further payments or fees and if the member could produce a copy of the cancellation would happily refund the maintenance fee (seeing as day notice from September would still include monthly dues payments of $on Nov and Dec 1), but could not process a refund based on hearsayMember accepted none of the options and said they would just cancel their credit card and hung up.Action taken: waiving 60-day notice to cancelmembership terminated without fees or furtherpaymentsIf member can provide copy of cancellation from September we will gladly refund themaintenance fee

Member initially signed up in July and assumed the contract was for yearMember enrolled in a$per month membership which includes a $maintenance fee to be charged once a year onDecember 15, As per the member's contract, we require 60-day written notice upon completion of the12-month
membership to terminate the automatic monthly dues payment of $10; we only require 39days written notice to cancel the billing of the maintenance feeMember signed up for another accounton 10/07/A refund has been processed on 12/19/for this duplicate account.On 12/18/at 5:30pm member came into the gym yelling and demanding his money backManagertried to explain the refund could not be done that day as our accounting company who originallycharged the dues was closed, however the member was not being rational or listen to reason about thesituation and kept demanding his money then and there: This issue was resolved the very next day on12/19/Member was informed a refund was processed for his duplicate account and apoiogized forhow he acted.Action Taken: Refund processed for duplicate account

Good Afternoon, my name is Dan F*, and we spoke this afternoon about *** *** and her complaint that is ID ***I have email copies and such if needed to confirm the below.*** reach out to our general mailbox in mid June, and I contacted her shortly there after on Jun
19th. She complained that she called and tried for several months to cancel to no avail and wanted assistance. I told her that I am one of the new owners of the facility and we took over Feb 2017. I am on site days a week, and have not once picked up a phone call from her or have received a voice mail or note that she called from one of my employees. But I wanted to help her out the best I could, so I bypassed the clubs day cancellation policy that would have made her pay more months until she was cancelled After instructing our software company to outright cancel her, they made an error and left her in for billing in July. After *** reached out to let me know of this error in billing, I let her know that I would contact the software company to process a refund. This process usually takes 7-business days, as I instructed ***. She contacted me on the 10th day, which happened to be a Monday and a day of payroll for the month. I always try to get back to my members as soon as possible, but I never had a chance to look at my emails that day as I was inundated by numerous other issuesWhen I saw her email the next day, I reached out to let her know the situation and that the refund will be processed in a few days as things got held up with the software company for some reason. The refund was sent to her bank on 8/3/17, the refund is then let go by the bank, so not 100% sure what date she saw the money back in the account.Please let me know if you need anything else, such as email evidence, or need to have another phone call. Thank you,Dan F*

Dear Revdex.com,Please accept the below response on behalf of Giant Fitness Red Lion for a complaint submitted on 8/17/assigned an ID of ***.Member missed a payment for July's monthly duesCompany policy is to email, text, and call until we reach the member informing them they
missed a payment and have week from the original due date, for this member the of every month, to update their billing information or pay their monthly duesThe member had been emailed July 18th (see accompanying documents), stating that her monthly dues were not received and she must update billing information by Friday, July The card on file was then recharged on July 24th unsuccessfully, thus the member was assessed a late feeThe gym waived the late fee considering the member's unfortunate situation of losing her walletOn July 25, the member called our accounting Company (not the gym) and only paid $for her $balance, and paid the gym $of her balanceBecause of the double payment, our accounting company still had the balance of $while the gym showed no balance, which explains why she received a call on 8/regarding a $balanceThe manager immediately rectified the $discrepancy when contacted by the member and apologized for the collections call.It is important to note that on July the member also submitted her 60-day notice for cancellation of her membership with a staff member, declaring her final payment date of 9/(see accompanying documents)On July 25, the manager contacted the member because there was a $balance on the account that needed to be addressed before the 60day cancelation could be processed.The next text and email the member received was for August's monthly dues not being receivedThe member called the gym already irate, refusing to pay any more because no one told her she had a balanceOn July 25, this was indeed true regarding her balance; the member had paid her current balance and had also been informed the 60-day cancelation notice would be processed by the manager after the balance was paidThe member last two payments would be August and September 15, this also being notated on her signed cancellation form (see accompanying documents)During the conversation, the manager offered to waive the late fee again because of the confusion but the member was unable to be reasoned with and any explanation of the member's contract was futile.We have attempted to contact the member several times over the past week to achieve a resolution regarding their account, but they are not returning our calls.Respectfully,Matthew F.Manager

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

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Address: 428 S White Horse Pike, Lindenwold, New Jersey, United States, 08021-2305

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