Gold's Gym Aerobics & Fitness

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Mismanaged cancellation for familyRequest for refund totaling $89.97 has been sent to billing company, Taft Financial 09/04/Once refund confirmation is received, we will confirm with *** *** *** *** as soon as possible

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I submitted a complaint against GoldsGym, I deny their resolution because no one contacted me to let me know they denied my requestFurthermore, when I inquired Tim R*** whether my cancelation was in process, he replied that it was and led me to believe that it would be canceledHe had every opportunity to inform me that my request was denied and yet they charge my card another membership feeThis is unethical and not how you conduct business I want a refund and for them to not ever charge me my card again*** ***

This case is in regards to a relocation cancellation request and the member failing to provide valid proof of relocationThe relocation cancellation policy is stated in the membership agreementDocumentation shows that this information was explained to the member during her initial request to
cancel and a couple more times thereafter.We have *** two documents showing two separate dialoguesOne, between the Fitness Consultant and memberThe other, between the General Manager and member. The member failed to provide proof of relocation on both occasions.*** Financial is our billing company*** handles all relocation cancellation requests*** will document the date and time of the phone call, the reason for the phone call, and the result of the phone call whenever they are speaking to one of our membersThis is what was documented: "member called in stating she was laid off from her job yesterday and she cant afford to have her draft come out on the 28th and that she want to cancel informed member of cancellations process and procedure member asked if she could freeze her membership informed member to contact the club in regards to freezing her membership"This conversation resulted in a six month freeze, also waiving our $per month freeze fee.There is no record of a cancellation request afterwards, other than the member's accusations, stating that her account should have been terminated.Based on the emails, there have been many attempts to help resolve this matter; however, the member refused to provide valid proof of relocation

This is confirmation that the day VIP membership account has been closed without any penalty towards collectionsWe will contact the member today as well via phone and/or email for additional confirmation

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Tim M*** fails to acknowledge that he deliberately misled meThe only reason I signed a contract was because he explicitly said cancellation was a simple $fee.
Further, this answer does not acknowledge the fact that I was told by Gloria months ago that she'd get back to me in a few minutes and failed to do so
Regards,
*** ***

Hello, I wanted to follow up to this response as I am the General Manager Cory C*** and have researched all the contact history on this customerWe have tried numerous times to contact him with no response and doesn't have a set up voicemailI have not been able to find anything
that he had submitted for cancellation other than an attempt to freeze but wasn't able to because of a balanceThe membership has been cancelled and as of now with no proof of cancellation I can not clear balanceId the former member can provide any documentation of communication on the cancellation than I can take that into consideration

Initial Business Response /* (1000, 5, 2016/06/21) */
We do not have the same name under that account number, please clarify name so I can address the issue correctly
Initial Consumer Rebuttal /* (3000, 7, 2016/06/22) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
***
Final Consumer Response /* (4200, 18, 2016/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes ***, I've left my number twice on your answering machine, I would love to resole this please feel free to call me back at the number I left you
Thanks
Final Business Response /* (4000, 20, 2016/07/08) */
We agreed that REMSA will write the bill off 100%You will receive a letter by 7/15/reflecting that agreementA return call will not be made by the quality supervisor but a summary of the call with me on 7/8/will be discussed with the supervisor
*** ***

Initial Business Response /* (1000, 5, 2016/05/03) */
Hello,
I appreciate your letter and your concern about your billAt this time, we have not received any payment of any kind*** said that the patient has been paid but we have not received paymentWe have no notes of receiving a
call from anyone trying to renegotiate the bill nor do we have anyone named *** in the officeWe do try to work with all of our customers that call us directlyDue to lack of payment, or contact, the account has been sent to collectionsI have asked that process be stopped and sent back to us so we are able to service your account correctly*** is unaware of our costs and the reimbursement they have sent to the patient does not cover our costs of providing the serviceI will put a hold on any action on the account for days to allow either the insurance or the patient to contact usPlease call us and speak to *** and she will work with you
Thank you! ***
Initial Consumer Rebuttal /* (3000, 7, 2016/05/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi *** - Thanks for your responseI had not corresponded directly to you as *** said they would negotiate on my behalfI am trying to take all the right steps as I have never been party to a large claim which should be covered by insuranceI did call your office to make sure that you had proper insurance information since claim was originally deniedYour representative said they would not call the carrier back as the amount was denied due to no coverageI have spent quite a bit of time to get *** to correct the claimI think the best course of action is going forward with the appeal and seeing if that lands a larger reimbursement
I have provided your response to blue cross to understand better who they talked with and additionally I will call *** to discuss tomorrowThanks again for your response and look forward to resolving
Final Business Response /* (4000, 9, 2016/05/03) */
I have personally changed your account for no action for the next daysI have no issue with extending that if we need it for a successful appealAll my notes are on your account so when you call, *** should be current on what is happening
thank you!
***
Final Consumer Response /* (2000, 11, 2016/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** was very helpful in working together with me to get this resolved with the carrierI am now a member of REMin the unlikely event I ever need their service again!

[A default letter is provided here which indicates your acceptance of the business's
offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,*** ***

This case is in regards to a relocation cancellation request and the member failing to provide valid proof of relocationThe relocation cancellation policy is stated in the membership agreementDocumentation shows that this information was explained to the member during her initial request to
cancel and a couple more times thereafter.We have *** two documents showing two separate dialoguesOne, between the Fitness Consultant and memberThe other, between the General Manager and member.
The member failed to provide proof of relocation on both occasions*** Financial is our billing company*** handles all relocation cancellation requests*** will document the date and time of the phone call, the reason for the phone call, and the result of the phone call whenever they are speaking to one of our membersThis is what was documented:
"member called in stating she was laid off from her job yesterday and she cant afford to have her draft come out on the 28th and that she want to cancel informed member of cancellations process and procedure member asked if she could freeze her membership informed member to contact the club in regards to freezing her membership"
This conversation resulted in a six month freeze, also waiving our $per month freeze feeThere is no record of a cancellation request afterwards, other than the member's accusations, stating that her account should have been terminatedBased on the emails, there have been many attempts to help resolve this matter; however, the member refused to provide valid proof of relocation

This case concerns a member, requesting to cancel her membershipThe member agreed to the membership fees, gym policies, and term dates (see attached membership agreement)Our membership agreement states, specifically our cancellation policies and proceduresThis member was informed of our
cancellation policies and proceduresThis member claims she has been misled but that does not change the fact that there is written documentation, that both parties, Gold's Gym Westend and this member, agreed upon the membership agreement terms.
Tim M*** - General Manager, personally review the membership agreement with all of the new members I assist in joining the gymI do this consistently and fluentlyThe price to pay for falsely misleading or forging an agreement on another person's behalf is not ethical, nor worth it to meJust because this member wants to send multiple emails, claiming we misled her; it does not change the fact that there is written documentation stating our policies and guidelines which were agreed to by both partiesThe member is responsible for agreeing to these terms, bottom line

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I submitted a complaint against Golds
Gym, I deny their resolution because no one contacted me to let me know they denied my requestFurthermore, when I inquired Tim R*** whether my cancelation was in process, he replied that it was and led me to believe that it would be canceledHe had every opportunity to inform me that my request was denied and yet they charge my card another membership feeThis is unethical and not how you conduct business I want a refund and for them to not ever charge me my card again
*** ***

Initial Business Response /* (1000, 5, 2018/01/08) */
Issue is received and it will take a few days for a response
Please let me know if you want a phone call or if you want all correspondence only to be writtenWe would like to resolve this quickly and of course, our intent is never to
embarrass anyone or for them not to receive care
*** ***
Final Business Response /* (1000, 8, 2018/01/10) */
Hello,
I understand that you have spoken to the supervisor and resolution was obtainedIf you do not agree, please let me know and I am happy to follow up here
thank you!
***

This case is regarding Relocation CancellationThe member submitted proof of relocation; however it was not sufficient enough by our standards set in the membership agreementThe cancel request was deniedOur billing company has notified the member via email and a phone call to inform her that
the request has been denied and why. The Relocation Cancellation policy is clearly stated in each member's membership agreementWe hold each member justly to these standards as they too agreed to it upon signing up. This member has still chosen not to provide us with valid proof of relocationWe will reach out to her again in hopes of resolving this and bettering her experience

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The claims the company made in their response are inaccurate and false As I stated in the emails on numerous occasions, I did provide the relocation proof I provided that to the club, which is what I was instructed by *** to do I dropped this paperwork off at the front desk in an envelope I did not notice that the draft was not cancelled until I reconciled my statements a couple months later At that time I called *** *** instructed me that they hadn't received any paperwork to cancel They did not tell me that it had to go through them When I asked how to stop the draft, they informed me they could not do that as it was too late in the cycle and to contact the club directly
I did contact the club on multiple occasions trying to resolve this matter It was not until I sent the initial email to the manager that I recieved a return phone call At that time, ***, the billing manager assured me that there would be no draft taken out, but in order to do that she would need to process a freeze on the account so that it didn't come out immediately *** then told me that due to my hardships regarding this situation that she would take care of the cancellation procedures after the freeze was placed on the account I gave her my new address over the phone and questioned any fees that would need to be paid She explained that I would be charged a relocation processing fee, which I agreed to She never told me to send in any proof or to contact *** at all
I noticed the draft coming out again in January I decided to contact the club directly, however, due to the difficulty getting a response months prior I emailed the manager directly explaining the situation He did not offer help or concern, he stated that I didn't do what I should have When trying to explain that I did what *** and his representative told me to do, he failed to acknowledge that as a possibilityHe also quoted notes from *** from my August call, which he represents differently in the response made to this complaint
I tried on multiple occasions to find out what needed to be done I provided the information I needed to provide I contacted *** directly, who told me to contact the club The disconnect between the financial company, the representatives at the club and the manager is not something I should have to suffer for ast the customer
Regards,
*** ***

This case is regarding Relocation CancellationThe member submitted proof of relocation; however it was not sufficient enough by our standards set in the membership agreementThe cancel request was deniedOur billing company has notified the member via email and a phone call to inform her that
the request has been denied and why.
The Relocation Cancellation policy is clearly stated in each member's membership agreementWe hold each member justly to these standards as they too agreed to it upon signing up.
This member has still chosen not to provide us with valid proof of relocationWe will reach out to her again in hopes of resolving this and bettering her experience

Revdex.com spoke with *** from the businessThis account has been cancelled