Complaint: [redacted] I am rejecting this response because:The response is inaccurate. The file that you attached showed the calls you attempted to make but does not show the several times that my wife and I both called and gave you the correct credit card and billing information. The reason the original credit / debit card was changed was because of the Home Depot security breach. Because of that, our card had to be cancelled and a new one reissued. We had no problems with any other accounts being correctly switched over or any problems with payments being deducted as normal from our bank account. We made many calls and spoke to several Hero's Fitness employees and even spoke with a manager to correct this issue. We gave the new updated information but the information was not put correctly into the system, therefore, you were unable to draft any payment from our checking account. Yes, ABC financial may have called many times, but the calls were returned in hopes of your company finally getting the information corrected. I cannot control that whomever I spoke with did not put the correct billing / credit card information in. May I suggest that your team members receive more training on how to correctly input new billing information or make payment changes so this doesn't continue to be a problem in the future. Regards, [redacted]
It appears that the member did speak with the Gym Manager on 1/4/16 and her account was cancelled with no collections. There is no record of emails sent and cancellation policy is clearly stated on membership agreement form.
Complaint: [redacted]
I am rejecting this response because:The response is inaccurate. The file that you attached showed the calls you attempted to make but does not show the several times that my wife and I both called and gave you the correct credit card and billing information. The reason the original credit / debit card was changed was because of the Home Depot security breach. Because of that, our card had to be cancelled and a new one reissued. We had no problems with any other accounts being correctly switched over or any problems with payments being deducted as normal from our bank account. We made many calls and spoke to several Hero's Fitness employees and even spoke with a manager to correct this issue. We gave the new updated information but the information was not put correctly into the system, therefore, you were unable to draft any payment from our checking account. Yes, ABC financial may have called many times, but the calls were returned in hopes of your company finally getting the information corrected. I cannot control that whomever I spoke with did not put the correct billing / credit card information in. May I suggest that your team members receive more training on how to correctly input new billing information or make payment changes so this doesn't continue to be a problem in the future.
Regards,
[redacted]
December 8, 2014 To Whom It May Concern, Please find included all notes, payments received and membership agreement for [redacted]who was a member at our Heroes Fitness location. There is no correspondence from the member after Mr. [redacted] provided updated billing information in September 2014....
From the note history, ABC Financial, our billing company made several attempts to reach Mr. [redacted] regarding his account. The credit card information Mr. [redacted] provided was not valid, therefore the numerous attempts made by ABC Financial. The membership was cancelled November 17. 2014 and he didn't have to pay more than his first payment. [redacted], Area Manager
Complaint: [redacted] I am rejecting this response because:The response is inaccurate. The file that you attached showed the calls you attempted to make but does not show the several times that my wife and I both called and gave you the correct credit card and billing information. The reason the original credit / debit card was changed was because of the Home Depot security breach. Because of that, our card had to be cancelled and a new one reissued. We had no problems with any other accounts being correctly switched over or any problems with payments being deducted as normal from our bank account. We made many calls and spoke to several Hero's Fitness employees and even spoke with a manager to correct this issue. We gave the new updated information but the information was not put correctly into the system, therefore, you were unable to draft any payment from our checking account. Yes, ABC financial may have called many times, but the calls were returned in hopes of your company finally getting the information corrected. I cannot control that whomever I spoke with did not put the correct billing / credit card information in. May I suggest that your team members receive more training on how to correctly input new billing information or make payment changes so this doesn't continue to be a problem in the future. Regards, [redacted]
It appears that the member did speak with the Gym Manager on 1/4/16 and her account was cancelled with no collections. There is no record of emails sent and cancellation policy is clearly stated on membership agreement form.
Complaint: [redacted]
I am rejecting this response because:The response is inaccurate. The file that you attached showed the calls you attempted to make but does not show the several times that my wife and I both called and gave you the correct credit card and billing information. The reason the original credit / debit card was changed was because of the Home Depot security breach. Because of that, our card had to be cancelled and a new one reissued. We had no problems with any other accounts being correctly switched over or any problems with payments being deducted as normal from our bank account. We made many calls and spoke to several Hero's Fitness employees and even spoke with a manager to correct this issue. We gave the new updated information but the information was not put correctly into the system, therefore, you were unable to draft any payment from our checking account. Yes, ABC financial may have called many times, but the calls were returned in hopes of your company finally getting the information corrected. I cannot control that whomever I spoke with did not put the correct billing / credit card information in. May I suggest that your team members receive more training on how to correctly input new billing information or make payment changes so this doesn't continue to be a problem in the future.
Regards,
[redacted]
December 8, 2014 To Whom It May Concern, Please find included all notes, payments received and membership agreement for [redacted]who was a member at our Heroes Fitness location. There is no correspondence from the member after Mr. [redacted] provided updated billing information in September 2014....
From the note history, ABC Financial, our billing company made several attempts to reach Mr. [redacted] regarding his account. The credit card information Mr. [redacted] provided was not valid, therefore the numerous attempts made by ABC Financial. The membership was cancelled November 17. 2014 and he didn't have to pay more than his first payment. [redacted], Area Manager