Illuminate

Complaint: [redacted] I am rejecting this response because: Thank you for your attention and response to this issueFacts have been inaccurately stated in business reply dated 1/30/I was NOT contacted by [redacted] at Illuminate GymI received a message on 1/from my previous trainer stating that our session that day would need to be cancelledOn 1/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 hadWhen I was NOT contacted by anyone at Illuminate Gym in regards to my scheduled sessions on Thursday 1/and Friday 1/I decided to physically go to the business on Monday 1/20/On Monday 1/is when I agreed to TRY a session with [redacted] and scheduled that for Wednesday 1/22/I am not contesting paying for the session that took place on Wednesday 1/which would leave remaining sessionsThese sessions were purchased on 11/29/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 responseI 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 businessThe 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 purchasedPlease make note on 11/29/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 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 contractThis 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? The training contract states clients must cancel hours in advance to not be charged for the session, however the membership contract states customers have hours to cancel and not be chargedThis is another misrepresentation of information and a strong testament to the disorganization of the business and lack of communication between sales groups The membership contract states that sessions cannot lay dormant for more than weeks while the training contract states nothing about this issue? 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 familiesI 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 issueI continue to request full reimbursement for my remaining sessions as well as refund for 1/the remaining term on my annual membership that was paid in full 10/12/Thank you!

Complaint: [redacted] In reference to [redacted] s’ response dated 1/30/Our response to the claim was our response; the customer has her view of the situation as do weShe cannot reject our responseThe 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 enclosedIn it, nowhere does it state, as she claims, “These sessions were purchased on 11/29/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 trainerNo 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 TexasTherefore, by stating that Illuminate Gym inaccurately states items with her or where Illuminate Gym does not have clear policies and proceduresOr 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 documentsOur membership agreement and our personal training contractWe offer our new members free training sessions, thus that is why there is information about training in our membership agreementShe is correct, our membership agreement does state that ember does have hours to cancel a training appointment and not have that training session logged against their membership accountOur 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 clientSo again, Miss [redacted] is correct that our personal training contract does state and require hours of notice to not be charged for the sessionThese two different documents cover different itemsThe membership agreement covers the 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 familiesAll military personal receive PCS orders six months before their permanent change of station is effectiveThis date is on their orders that the military personal receiveNo one individual has ever purchased more than six months worth of training from Illuminate GymWithin a six month period of time a service member would be able to use their purchased sessionsTherefore, 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 mannerShe has signed more than one personal training contract with Illuminate GymNow that Miss [redacted] does not wish to use her sessions, she is requesting a refundMiss [redacted] needs to read the personal training contract which she enclosedIt 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 April When the gym changed management teams on January 2014, she was called by ***, the new personal training manager and she stated to him that she was fine and had no issues with a different trainerThen, apparently, she had a change of mind and called the gym and requested her training contractThe training contract states that the contract is with the gym, not the trainerIt 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 declinedThe training contract states no refund will be givenAs for the year membership with the gym that Miss [redacted] paid in full for, for 10/12/thru 10/11/The membership contract does state that a member can cancel their membership contract by paying half of te remaining balanceTherefore, if Miss [redacted] would like to cancel her membership, we will do thatBut 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 gymThere was no misrepresentation with either contractMiss [redacted] has signed and completed other training contracts before this current contractShe knew and understood all of the policies and procedures of the gymMiss [redacted] s' current options are to be reassigned to a different trainer o to cancel her gym membership with Illuminate Gym

[redacted] has been a member at Illuminate Gym since November When the gym changed management teams on January 2014, she was called by ***, the new personal training manager and informed that her trainer was no longer with Illuminate GymHe stated he would reassign her to a different trainerMiss [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 sessionsMiss [redacted] stated that was not acceptable, she liked ***, her trainer and she wanted her money backMiss [redacted] signed the gyms training contract that states that the training contract is with the gym, not a specific trainerThe contract states that if a trainer is terminated or resigns from employment with the gym, that the client will be reassigned to a different trainerThe contract also states that no refund will be givenMiss [redacted] read and signed this contract, as all training clients do with Illuminate GymMiss [redacted] spoke with [redacted] on 1/15/14, around noonAt 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 trainingMiss [redacted] came back 1/15/in the evening, and requested her money back again with different staff presentIn the middle of this meeting, I showed upI stated to Miss [redacted] that the gym does not give refunds on training and that her contract states that clearlyAt that time, I told Miss [redacted] that we would get a female trainer as soon as we couldShe was not happy with this answer and left the gym madOn January 2014, [redacted] , a new personal fitness trainer with Illuminate Gym called Miss [redacted] Miss [redacted] was training with her last trainer in the morningsMiss [redacted] told [redacted] that she could not do mornings and never hadYet in this complaint Miss [redacted] stated she was training in the morningsMiss [redacted] stated that [redacted] was wasting her time, as she did not want to train with herIlluminate Gym has made every attempt to make Miss [redacted] happyMiss [redacted] s' current options are to be reassigned to a different trainer or to cancel her membership with the gymShe will not receive a refund for training sessions unusedThe gym contract states that and Miss [redacted] knew that from the date sign signed the contract