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illuminate 24 Reviews (4)

Complaint: [redacted]
I am rejecting this response because:
Thank you for your attention and response to this issue. Facts have been inaccurately stated in business reply dated 1/30/2014. I was NOT contacted by [redacted] at Illuminate Gym. I received a message on 1/14 from my previous trainer stating that our session that day would need to be cancelled. On 1/15 I received a message from my previous trainer stating that she was no longer employed by Illuminate Gym and I would need to deal with the Gym directly on any remaining sessions we had. When I was NOT contacted by anyone at Illuminate Gym in regards to my scheduled sessions on Thursday 1/16 and Friday 1/17 I decided to physically go to the business on Monday 1/20/2014. On Monday 1/20 is when I agreed to TRY a session with [redacted] and scheduled that for Wednesday 1/22/2014. I am not contesting paying for the session that took place on Wednesday 1/22 which would leave 22 remaining sessions. These sessions were purchased on 11/29/2013 ONLY because I was told by training staff that my existing trainer would be carrying out the sessions and would be there for me to complete schedule through March.
I am having a very difficult time understanding the policies and procedures set for by Illuminate Gym as inaccurately stated in the business response. I have attached both the membership contract and the training contract, as well as listed out below the discrepancies between the two to illustrate why I as a customer am confused about the policies and procedures of the business. The membership contract states nothing in regards to the customer being required to use training sessions with another trainer if the trainer was no longer employed by Illuminate or these sessions would not have been purchased. Please make note on 11/29/2013 these sessions were purchased IN ADDITION to the SEVERAL sessions remaining on clients account due to the heavy discount and verbal inaccurate information by the training staff that the existing trainer would be preforming these sessions.
1. The "Training contract" does state that if the trainer is terminated or leaves the sessions will be carried out by another trainer, however the membership contract does not say anything about this "policy" Nor does it refer to additional terms and conditions set forth in the training contract. This information was misrepresented and confusing to me as it is not mentioned in both contracts, I am unsure of which contract I should be referring to?
2. The training contract states clients must cancel 12 hours in advance to not be charged for the session, however the membership contract states customers have 24 hours to cancel and not be charged. This is another misrepresentation of information and a strong testament to the disorganization of the business and lack of communication between sales groups.
3. The membership contract states that sessions cannot lay dormant for more than 8 weeks while the training contract states nothing about this issue?
4. Although the legality and relevance to this specific case is not a question; in regards to the statement found in the training contract that "If military has orders to PCS they must use their sessions and will not be reimbursed"; I find it my obligation to inform Revdex.com of this poor business practice taking advantage of both the active military and their families. I think that this statement is a very good representation to the character of the business and its practices.
Thank you again for your attention to this matter, I am looking forward to hearing from you and resolving this issue. I continue to request full reimbursement for my remaining sessions as well as refund for 1/2 the remaining term on my annual membership that was paid in full 10/12/2013. Thank you!

Complaint: [redacted]
In reference to [redacted]s’ response dated 1/30/2014. Our response to the claim was our response; the customer has her view of the situation as do we. She cannot reject our response. The response it the response, she can disagree with our response, which is probably what she meant to say.
Scott informed me that he had contacted Miss [redacted] and she was fine with working with another trainer.
Miss [redacted] signed the training contract, which she enclosed. In it, nowhere does it state, as she claims, “These sessions were purchased on 11/29/2013 ONLY because I was told by training staff that my existing trainer would be carrying out the sessions and would be there for me to complete schedule through March.”  It does state, If a trainer is terminated/resigns from employment, client will be reassigned to a different trainer. No refund will be given.
Miss [redacted] really needs to watch what she states in a public forum, such as this, as slanderous statements, documented by the Revdex.com do stand up in a court of law in the State of Texas. Therefore, by stating that Illuminate Gym inaccurately states items with her or where Illuminate Gym does not have clear policies and procedures. Or when she states, ”I find it my obligation to inform Revdex.com of this poor business practice taking advantage of both the active military and their families.”
Miss [redacted] is referencing two separate documents. Our membership agreement and our personal training contract. We offer our new members 2 free training sessions, thus that is why there is information about training in our membership agreement. She is correct, our membership agreement does state that ember does have 24 hours to cancel a training appointment and not have that training session logged against their membership account. Our training contract is a separate agreement, because the member has taken the next step and gotten serious about working with a personal trainer, thus the personal training contract is more strict then our membership agreement with a client. So again, Miss [redacted] is correct that our personal training contract does state and require 12 hours of notice to not be charged for the session. These two different documents cover different items. The membership agreement covers the 2 free sessions that we offer a new member, while the personal training contract covers a members paid training with a personal trainer.
I am a retired service member and take it personal when Miss [redacted] states that she finds it her obligation to inform Revdex.com of this poor business practice taking advantage of both the active military and their families. All military personal receive PCS orders six months before their permanent change of station is effective. This date is on their orders that the military personal receive. No one individual has ever purchased more than six months worth of training from Illuminate Gym. Within a six month period of time a service member would be able to use their purchased sessions. Therefore, that statement is in our personal training contract so that a service member understands that they must use the sessions and if they choose not to use their sessions, they will not receive a refund.
Miss [redacted], Illuminate Gym is a small business that values its members and has good business practices and we represent our business in a respectful professional manner. She has signed more than one personal training contract with Illuminate Gym. Now that Miss [redacted] does not wish to use her sessions, she is requesting a refund. Miss [redacted] needs to read the personal training contract which she enclosed. It states No refund will be given.
Miss [redacted]s’ options are to be reassigned to a different trainer, or to cancel her membership where she will NOT receive a refund for unused personal training sessions.
Please advise me of her choice.
Lee Maupin, Illuminate Gym

[redacted] has been a member at Illuminate Gym since November 2013. When the gym changed management teams on 14 January 2014, she was called by [redacted], the new personal training manager and informed that her trainer was no longer with Illuminate Gym. He stated he would reassign her to a different...

trainer. Miss [redacted] at that time stated she would only train with a female trainer. [redacted] told Miss [redacted] that when the gym hired another female trainer, that the trainer would contact her, so that she could continue her training sessions. Miss [redacted] stated that was not acceptable, she liked [redacted], her trainer and she wanted her money back. Miss [redacted] signed the gyms training contract that states that the training contract is with the gym, not a specific trainer. The contract states that if a trainer is terminated or resigns from employment with the gym, that the client will be reassigned to a different trainer. The contract also states that no refund will be given. Miss [redacted] read and signed this contract, as all training clients do with Illuminate Gym. Miss [redacted] spoke with [redacted] on 1/15/14, around noon. At that time Mrs. [redacted] told Miss [redacted] that her contract was with the gym, not a trainer, and she would replace the trainer as soon as possible, so that Miss [redacted] could continue her training. Miss [redacted] came back 1/15/14 in the evening, and requested her money back again with different staff present. In the middle of this meeting, I showed up. I stated to Miss [redacted] that the gym does not give refunds on training and that her contract states that clearly. At that time, I told Miss [redacted] that we would get a female trainer as soon as we could. She was not happy with this answer and left the gym mad. On 22 January 2014, [redacted], a new personal fitness trainer with Illuminate Gym called Miss [redacted]. Miss [redacted] was training with her last trainer in the mornings. Miss [redacted] told [redacted] that she could not do mornings and never had. Yet in this complaint Miss [redacted] stated she was training in the mornings. Miss [redacted] stated that [redacted] was wasting her time, as she did not want to train with her. Illuminate Gym has made every attempt to make Miss [redacted] happy. Miss [redacted]s' current options are to be reassigned to a different trainer or to cancel her membership with the gym. She will not receive a refund for training sessions unused. The gym contract states that and Miss [redacted] knew that from the date sign signed the contract.

[redacted] has been a member at Illuminate Gym since April 2013. When the gym changed management teams on 14 January 2014, she was called by [redacted], the new personal training manager and she stated to him that she was fine and had no issues with a different trainer. Then, apparently, she had a...

change of mind and called the gym and requested her training contract. The training contract states that the contract is with the gym, not the trainer. It also states that member will be reassigned to another trainer, if a trainer is terminated or resigns.  Miss [redacted] has been offered another trainer, which she declined. The training contract states no refund will be given. As for the year membership with the gym that
Miss [redacted] paid in full for, for 10/12/2013 thru 10/11/2014. The membership contract does state that a member can cancel their membership contract by paying half of te remaining balance. Therefore, if Miss [redacted] would like to cancel her membership, we will do that. But if we do that she will not be able to use the remaining training sessions, which she has on her account, because she doesn't have a membership with the gym. There was no misrepresentation with either contract. Miss [redacted] has signed and completed other training contracts before this current contract. She knew and understood all of the policies and procedures of the gym. Miss [redacted]s' current options are to be reassigned to a different trainer o to cancel her gym membership with Illuminate Gym.

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Address: 201 E Central Texas Expy Ste 1240, Harker Heights, Texas, United States, 76548-1887

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