Healthworks Fitness Centers, Inc.

Our month memberships do automatically rollover to month to month membership when the months is completed and this is outlined in our membership agreementsSince the member who complained felt she was not told about this policy, we went ahead and refunded her for the October dues that
she felt she should not be responsible for and cancelled her membership as requested

To whom it may concern: Healthworks received a complaint (#[redacted] from member [redacted]) regarding a personal training package. There was a misunderstanding on the terms of her personal training agreement. Ultimately, she was refunded for the 3 unused sessions on her account....

Below is the email I sent to the member: “Hi [redacted], Thanks for getting back to me. I do apologize for the length of time this has taken to get resolved. It sounds like you spoke to a few other managers while I was out but didn’t come to a solution that was agreeable. Since our auto-renew program has a contractual agreement associated with it, we have all members that decide they’d like to participate in AR personal training, sign and initial a few important components of the agreement. We keep this on file for our records, and I have attached your signed agreement if you’d like to review it. We also automatically send a copy electronically via email after the initial transaction has processed. To cancel an auto-renew payment, we require written notice (an email suffices) with at least 2 sessions remaining in your package. The reason for this is so we can cancel the upcoming invoice before you have 1 session left on your account, which is when the package will renew. This is why you saw a charge in mid-November.   I understand you have been personal training for a while now, so I’m sure these things were not fresh in your mind. Personal training purchases are typically non-refundable; however I hate to have you have a bad taste in your mouth from this issue. I see that you had a session scheduled with [redacted] on 11/22, which was the first session from the package charged on 11/10. If you did not cancel that session outside of 24 hours, I’m sorry I cannot return it. I will return the 3 unused sessions to your card on file for a total of $306. I hope you feel this is fair, and again I do apologize for the miscommunication. I will return the unused amount today and refunds will typically take 5-7 days to post back to your account. Thank you [redacted]; please let me know if I can be of further assistance.” [redacted]   [redacted]Fitness DirectorHealthworks Chestnut Hill[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

I would like to respond to complaint number [redacted] by [redacted]. Thank you for addressing on her behalf. First, I have confirmed with our member that she will be released from her contract with Healthworks without waiting two months. Her June dues have been refunded and we not charge her...

further for any expense with Healthworks.There seems to be a miscommunication with [redacted]’s training prices. [redacted] was participating in an automatic renewal of two time a week training. [redacted] decided to go down to one time a week, so we terminated her auto renewal per her request. [redacted] continued to train for three more private sessions. We gave the option of purchasing a new automatic renewal, as it has the deepest discount that she has been accustomed to or just purchasing three single visits. With the understanding that single visits had no discount. She chose to forego a new automatic renewal agreement and pay for three single visits, causing the per session rate to be higher.I would love to handle any questions pertaining this issue. This is never how we want to end a member relationship.