gold'sgym

This member came in on 12/14/15 inquiring about membership rates from a flyer she received off our table inside the mall.  The member sat with Adam B[redacted] who went through her different membership options.  The member stated she had a previous membership with us in 2012 where she attempted...

to cancel after a few months and was then told she was in a 1 year contract in which she did not know about.  Because of this misunderstanding, she was hesitant in re-joining.  The sales rep, Adam was very thorough in explaining our agreement and fees because of her first experience.  He was with her for about an hour before she decided she wanted to walk to the mall and think about it.  She left and came back a short time later, asking more questions regarding the agreement and fees.  She was explained in detail about our cancellation policy, which requires a 30 day written notice as well as her monthly fee of 9.99 and also our Annual Rate Guarantee Fee of 39.99, which bills once a year, every Feb 15th.  She  then requested to speak with a manager to ensure she was being given the correct information.  At this time, I sat down with her and went over the contract line for line and explained again all of the financial obligations was well as her cancellation policy.  After about another hour of questions, she decided she wanted to get a membership.  Attached is a copy of her signed contract, where she agreed to the Annual fee, the monthly dues and the cancellation policy.  The member then left satisfied with her decision to join the gym.  On 2/4/16, the member returned  to cancel her membership.  She stated that she was not utilizing the club enough to justify the cost.  She was given the cancellation form to complete and was reminded of the 30 day policy, in which the Annual Fee and March dues would still be charged as part of her obligation.  At this time, she stated she was not told about the fee at the time of sign up and was not paying any further.  I reminded the member of our thorough discussion the day she joined, as I remembered it correctly.  I also reminded her of a daily planner she wrote the information in the day she signed up as a reminder to herself.   She then stated she was having medical issues with her knee and that was why she needed to cancel.  I informed her that she was able to cancel but the policy was the same regardless of the reason.  I showed her the contract she had signed at this time as she had requested.  Then, she said it was for financial reasons she needed to cancel and asked if we could negotiate.  At this time, I informed her as a courtesy we would waive the March 1st dues but she would still be responsible for it and we should waive everything, the member paid the $39.99 and left with confirmation of cancellation.  The club was more than fair in the members request for cancellation and is only following the signed agreement between the customer and club. For the stated reasons, I do not feel the member is entitled to any type of refund.Please do not hesitate to contact me with any questions or concerns.Regards, Kristi T[redacted], General Manager###-###-#### (p)###-###-#### (f) [redacted]@goldsgym.net