Harrisonburg Family Fitness

Review: I was a member of 24/7 fitness in Harrisonburg, VA. I was hospitalized twice in the summer of 2012, and had to move out of state to be with family to receive care. Before leaving, I went to the fitness center to explain my situation asking to be released from my contract, due to the extenuating nature of my financial and medical circumstances. At first, the manager was sympathetic, and said that she could release me, but I would have to provide documentation of my lease-- which I did not yet have. When I called back once I had my lease in Austin, TX (where I now reside), she then changed the story, and said that she could not release me from the contract because "then anyone who doesn't use the gym could get out of their contract." I called again to ask for reconsideration, as I am unemployed and still dealing with my medical condition. I was hung up on twice, and the management was extremely rude and discourteous. I continued to pay my membership as I did not want in any way to be irresponsible, until a month ago, when my financial circumstances became too dire. I have opened an investigation with my bank, to see if they can stop the debits from my account and refund me the monies owed, but they suggested that I first try to deal directly with the center. My sister is an attorney, and has agreed to represent me in dealing with the center and file in small claims court if required. However, I would prefer to resolve this matter through your organization, if possible.Desired Settlement: I would simply like the amounts I have paid, in good faith, refunded, and no future charges made to me. I have paid over $300 and my contract is not over until August. If this is not resolved, I will be out of pocket almost $500, which is a significant amount for me at this juncture. I can provide exact amounts paid, as well as documentation of all-- including hospitalizations at RMH, my Austin lease, etc-- if need be. I have offered such to the management there, to no avail.

Business

Response:

Harrisonburg & Bridgewater 24/7 Family Fitness is a business established on a code of honesty. Therefore, what stands for one member, stands for all others. Our facilities offer memberships for month to month as well as term plans. The longer one signs up, the cheaper the monthly payment amount. This customer chose to sign a 20 month membership, legally binding contract with our facility on February 25, 2012. Our cancellation policy is as follows: A customer in a binding contract can cancel by providing the club with proof of their new address more than 30 miles from our clubs, a $25 cancellation fee, and the prorated membership dues based on how many months the customer fulfilled on the contract. This customer was informed of the cancellation policy MULITIPLE times, but declined to fulfill all requirements to cancel. Actually completing NONE OF THE REQUIREMENTS TO CANCEL...NONE! We would be happy to cancel her membership, provided the cancellation policy is followed just as it would be for any other member who relocates. On April 2, 2013, this customer contacted the facility again, saying she couldn't afford the membership and couldn't afford to cancel it. This customers situation is unfortunate, however, it is a simple process to cancel a membership. This customer contacted the facility several times with a "demanding" nature while disrespectfully refusing to calmly listen to what staff members had to say. Attached is a copy of her signed 20 month membership or review. Thanks.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I take this position for a few reasons, some of which are mentioned below. After losing my job last summer, I was hospitalized twice. I have Complex PTSD and at the time was additionally highly suicidal. Without detailing too much about my past, I spent approximately 27 years out of my 31 total years of life in physical, verbal, mental and extensive sexually abuse and still experience intense episodes for which hospitalization is necessary. As soon as I was somewhat able to drive after being discharged from Rockingham Memorial Hospital, I went directly into Harrisonburg Fitness and explained that not only that I had lost my job, but also I proceeded to gave details about my current health state which, as one could imagine, was quite difficult to communicate to strangers. At the same time, I was living in my car yet applying for new jobs regularly. It is difficult for me to take any help generally speaking and I was surprised by the gyms following actions. The manager at the Harrisonburg location said that I needed a new lease stating that I was no longer going to be in Harrisonburg. I told him that I had a letter from Riner Rentals letting me out of my lease early, my termination letter and hospital documents. I also told him that I did not yet have a new lease or a new place to live. Living in my car and on the streets for the month of August, I kept trying to get an exception to their policy given both that 1) I did not have the cancellation fee and lump sum to terminate and 2) I was extremely ill until about mid-September. The cancellation fee was going to run me approximately $200 and I could not afford that until this semester. Thus, although I am living now in Austin, I continued to pay them each month because I could not accrue enough money to cancel in a lump sum payment. I had no ability to use their facility for the last 9 months, but they would not cancel nor set up an alternate way for me to pay the cancellation lump sum. In April, I called again and explained that I had now paid for over 8 months for a gym membership in a state that I no longer lived. I re-explained the difficult health circumstances and asked if they could let me out of my contract. I was quite upset at their lack of flexibility and compassion and did cry on the phone. I explained that I was now down to the point where I could not afford groceries. The gentlemen's attitude went unflinching and, he actually chose to hung up on me mid-sentence. I then spoke to a female manager at the other location. Of course, I had to re-explain my embarrassing and painful situation all over again and she too repeated their policy and had no consideration, interrupting my emotional pleas much like an automaton on repeat. She specifically said, "well, now, if I were to let you out of your contract, I would have to let all the people who were not working out regularly out of their contracts too-" or something to that affect. I told her that rational does not make any sense. I told her I understood that she was running a business to make money and I was asking for a very specific exception. She then proceeded to get really flustered, stating that they contracted out all their accounting and there was no one else to speak with. She also stated that she did not have the ability to make an exception. I inquired about this further, stating that as a manager, she did not have the protocol to make exceptions? Then, she repeated again a lump sum amount that I would have to pay before I would be able to cancel. No consideration was given to the 8 previous months that I had paid, on time, from Austin, Texas. She then stated that I could fax over my lease. She then changed her mind, got flustered and hung up on me mid-sentence! 2 hang ups by 2 managers on a crying girl asking for help with, in my opinion, a justified reason to do so. I called back, she did not apologize for hanging up on me. Instead, she stated that she didn't have any more time for me. Additionally, within the 2 minutes, she had changed her mind about allowing me to fax my lease over to them and then said I needed to send it by certified mail with the lump sum in a check. I am not sure why she changed her mind after hanging up on me. I just know that what could have been a simply act of generosity and kindness was instead a long and painful back and forth with much disrespect. One of the managers did make the consolation of "unrolling" me in their automatic "we continue to autodraft from all members' accounts unless members remember to call in and cancel this autorenewal policy after their contract is up." Good Lord. Thanks for that. More to come...

Review: The main reason we chose 24/7 fitness over the other options in Harrisonburg was because they allowed members to bring a friend to the gym and any classes for free. We had been members for over 2 years and attended multiple classes per week before we were stopped at the front desk and told that it was now $5 to bring a friend to class. The manager proceeded to tell us that the rules had changed 6 months earlier and that we should “just feel blessed that we weren’t charged the $5 like everyone else” during that time. After inquiring as to how our contract could just change without our knowing, we were told that “the contract states that you could bring a friend to the gym, but not what that friend was allowed to do”. So, be wary of any loopholes in your contract because it is not outside of their ethical or moral obligations to exploit them. Also, although we told them we did not want to cancel our membership yet, they went ahead and canceled it without our knowledge.

When we talked to the manager, [redacted], in person we asked him how we were supposed to know about these changes. He told us that the front desk staff should've been asking us about our guests. Well, he was frequently one of the front desk staff members and he never once asked us about it.Desired Settlement: I don't want this dishonest company to scam anyone else.

Business

Response:

First, this individual and her husband (her guest) each had a membership with us prior to switching to a membership which allowed the individual to bring in a guest to the gym for free. Therefore, that is not the "main reason" they chose our facility. The ability to bring a friend to the gym to workout on the equipment was a FREE privilege GIVEN to the member, not something the member was paying for. The contract does not state what the guest has access to. Free guest privileges to attend group classes was eliminated when our group classes became full and our paying members did not have a space to join in the group class. All instructors were made aware of this change and signs were posted in the group classroom. As far as canceling the individuals contract without her knowing: When this situation occurred, the member was verbally upset and told management "We don't want to be here anymore" and mentioned canceling her membership. We honored her wishes and cancelled her membership upon her upset departure from our facility. We strive to make all customers and members happy. Past problems and this most recent situation made us aware that unfortunately we aren't able to make this individual happy with our services.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The manager is simply telling lies. Yes, we originally chose this gym; however, we then switched to another gym because of the cheaper prices. Once we found out they were offering a new contract, and that we could bring a friend, we switched back. So yes, this is why we chose this gym.I, the member, specifically said, "do not cancel my membership yet." This is when the manager said, "alright, but if you want to bring a friend anymore it will be $5." I am unaware of any "past problems." We are extremely disappointed in the immoral business ethics of this business, and do not want to see anyone else get hurt by their dishonest practices.

Regards,