Healthtrax Fitness & Wellness

[redacted] purchased a membership at Healthtrax Fitness & Wellness on October *, 2014. All fees and costs were disclosed and are fully described in her Membership Agreement, which she signed on front and on back upon joining. She was given a copy of her Membership Agreement. [redacted] elected...

to cancel her membership and we processed a cancellation request from her on November *, 2014, as provided for in her Membership Agreement, which includes a $50 administrative fee for such cancellations. [redacted] was entitled to, and received, a refund in the amount of $151, with the club retaining a $50 administrative fee.

July 01, 2014Dear [redacted], This letter is in response to complaint #[redacted] dated 5/21/14,It appears that the original cancellation form completed by [redacted] was mishandled by our staff, and not processed, leading to [redacted] being charged erroneously in May, When I spoke...

with [redacted] on May 19th, I apologized, and a refund for $58 was immediately processed that day to the credit card we had on file for her account.

Review: on03/01/16 I joined the fitness club the contract specifically stated I could terminate the contract within 30 days. On 03/31/16 I wanted to terminate my contract. the Office Manager talked me into putting my contract on a 3 month medical freeze. On 07/01/16 in see that my account is being charged a monthly fee of $ 71.00. No where in the contract does it state that after 3 months my account would become active again and be charged the monthly fee. I inquired as to why and how do I stop it and was informed that there was no way to stop the withdrawal. I physically can not use the club. By talking me into a medical freeze instead of letting quit she (I feel) tricked me into a future billing. As of 07/01/16 I formally signed paperwork resigning my membership.Desired Settlement: Refund of monthly fee or stop automatic withdrawal.

Business

Response:

Hi [redacted], I initially spoke to Mr. [redacted] on March 31, 2016. He wanted to cancel his membership due to medical issues. Mr. [redacted]’s membership allowed for a medical freeze and I thoroughly explained and provided him with paperwork showing we would not bill his credit card for April, May and June 2016. At that time, I also indicate that his billing would begin again on July 1, 2016. We allow for membership freezing as a cost saving effort to avoid new enrollment fees if he would have cancelled at that time and wanted to return to membership at a later date. In fact, many members take advantage of this benefit. It is not done to trick or retain members. Additionally, it is indicated on our agreement and reviewed at the point of sale that Mr. [redacted]’s membership can be frozen and upon completion of the freeze billing does begin. Upon realization of the dues charge to his account Mr. [redacted] came to the facility to inquire about the charge. He was told that he could not receive a refund because the billing had occurred. At this time, Mr. [redacted] completed cancellation paperwork. Upon review of his cancel, I saw that the reason for cancelling was medical. I realized that he was billed for July and I immediately called him and told him that I could refund his July payment if he could provide a medical note.During the course of our conversation, I explained that there would be no problem to refund his July monthly dues. I clarified a new employee had processed the cancellation paperwork and Chris was unaware that with a medical note it would not be a problem to refund him the dues. Mr. [redacted] appeared pleased with the fact that it would not be a problem to refund him. Our goal is not to trick our members and to assure we always provide a high level of customer service and satisfaction. Best Regards, Mary P. Mary P[redacted]Membership Administrator[redacted]

Review: Healthtrax publicized that people who signed up in October got a month free membership to their gym. I went in thinking I would be able to try out the gym for a month free but was corrected by the sales person who said that you have to join the gym and pay their initial fees first and you get the free month later on. The sales person stated that their was a 30 day cancellation policy and I specifically asked "If I cancel within the 30 days would I get all my money back?" and they responded "yes, you will be fully refunded". The only reason I went through with it was because of the sales persons reassurance that I would get all my money back, money is tight for me and I would not have gone through with the transaction if I wasn't going to be fully reimbursed. I cancelled within the 30 days and was not fully refunded, they kept $50. I went in looking for my reimbursement and was told that a $50 non-refundable fee was their policy and in the contract. I don't dispute that. I am disappointed in the lack of honor and respect for the customer when they ask a direct question and the sales person provides inaccurate and partial information. The [redacted] refused to submit a refund supporting his employees practices.Desired Settlement: I want my $50 reimbursed

Business

Response:

[redacted] purchased a membership at Healthtrax Fitness & Wellness on October *, 2014. All fees and costs were disclosed and are fully described in her Membership Agreement, which she signed on front and on back upon joining. She was given a copy of her Membership Agreement. [redacted] elected to cancel her membership and we processed a cancellation request from her on November *, 2014, as provided for in her Membership Agreement, which includes a $50 administrative fee for such cancellations. [redacted] was entitled to, and received, a refund in the amount of $151, with the club retaining a $50 administrative fee.

Review: I visited the healtclub on April 3, 2014 to cancel my gym membership. The associate at the front desk that assisted me said that the last month of dues was included in the original sign-up fee and that I would not be charged again. On May 5th, I was charged $58.00 for another month of membership fees. I went back to the healthclub to dispute this charge and they told me that the original request was never processed; another cancellation form was completed. I found a copy of the original request, and sent it to the Membership Manager, [redacted]. [redacted] informed me that the fees charged o me on May 5th would be refunded. It has now been more then 15 days and the refund has not been processed. My attempts to follow up with the club to inquire on the timing of the refund have gone unanswered.Desired Settlement: Healthtrax needs to refund the $58.00 charged to me in May as soon as possible.

Business

Response:

July 01, 2014Dear [redacted], This letter is in response to complaint #[redacted] dated 5/21/14,It appears that the original cancellation form completed by [redacted] was mishandled by our staff, and not processed, leading to [redacted] being charged erroneously in May, When I spoke with [redacted] on May 19th, I apologized, and a refund for $58 was immediately processed that day to the credit card we had on file for her account.