Innovative Health & Fitness, Ltd.

Bottom line is that the Innovative Health & Fitness contract states "Innovative Health & Fitness reserves the right to deny or revoke any membership without refund". Please see the attached copy of Stefan's signed contract again which states that. Therefore, no refund will be provided.

To whom it may concern,[redacted] signed a contact and initialed an I Understand form stating that she agrees to pay the annual facility fee every year (see attached). This fee is charged on a specific date each year (per the contract) and is not pro-rated or returned once charged as it is used...

to help improve the facility and add/upgrade equipment on a monthly basis. In addition, [redacted] signed a contract stating she understood that she would need to provide a 14-day notice in writing to ensure time to process a medical freeze request (see attached). Therefore, we already made an exception for her when she came to us in December 2014 asking for four months of membership back because of medical issues from August 2014 to November 2014. Per our contract and policy, we do not back date medical freezes but made the exception for [redacted] to help her out and refunded two months of membership fees. Finally, [redacted] never brought up any of her concerns at the time to help resolve them or give the club a chance to explain. For these reasons, we do not feel a refund of [redacted]'s facility fee is justified.Sincerely,[redacted]General Manager, Innovative Health & Fitness

Revdex.com:So that's it? Is there anything else I can do at this point other than personal claim against them? Can they get away with it just because they have money? 
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Jadranka [redacted]

To whom it may concern,[redacted] says she feels the maintenance/facility fee should be refunded to her because she feels the facility was not well maintained to begin with. However, since that is subjective we do not feel it warrants the return of her fee. This will be our final response in regards to this matter.Sincerely, [redacted]General Manager

Review: I joined Innovative Health and Fitness about a year and a half ago. In August, 2014 (and since) my health has had it's ups and downs. I have had problems with my back, and my doctor advised water exercises--so I joined Innovative. In July, 2014 my back issues resurfaced. I went to several doctors (3 actually) until I was advised in September that I should have my gall bladder removed. I didn't use the club much from July thru November as I was in pain. I did not know that I had to have doctor's give me a letter that I was unable to use the club. Since I had to wait so long for appointments with doctors, I figured I would ask the club to reimburse my monthly dues when I had answers from the doctors on what was causing my pain. I was able to get two of the doctors to sign letters to Innovative that I could not use the club from July until November. I spoke with [redacted] (the club manager) and after much begging, she finally told me Innovative would only refund half of my dues for the time that I was ill. I figured half was better than nothing, so I agreed. I was feeling better, so I continued to use the club, and paid the dues and maintenance fee that was due in April. My back pain has surfaced again. I have not been using the club for at least a month. I was able to get in with my Orthopedic Surgeon on May 29. He is sending me to another doctor for treatment that might include surgery. Since this other doctor will not be able to see me until the end of June, I figure I will not be using the club because of my pain issues at this time. Yesterday, I cancelled my membership with an Innovative employee. I explained my situation, telling her that I should have at least some of the maintenance fee that I paid reimbursed to me since I will no longer be using the club. My Discover card was billed $37.00 for this yearly fee in April. She refused saying it is in my contract that Innovative will not reimburse any maintenance fees at any time. I think this is unfair as I have put up with Innovative's less that stellar service at the club. I only use the aqua classes, and many, many times the instructor never showed up, other classes were being taught in the rather small pool while my class was going on, the sound system did not work for two of the classes I attended, and the women's locker room was not clean majority of the time. I asked to speak with a Supervisor, and [redacted] called me today. She was firm in saying Innovative would not refund any of my maintenance fee --even when I told of my bad service experience. I also lost money on the monthly club fees as I was unable to use the club because of my back pain. She said she was sorry, but that was the policy. At $19.95 a month for club fees, I think I have already lost plenty of money to Innovative. Their strict policy rules are not very consumer friendly when a client can not get an appointment with their doctors for weeks and still has to pay club dues in the meantime. [redacted] offered to suspend my membership, but I explained that I will possibly be facing surgery,and do not know if I will be able to use the club ever again. [redacted] did not seem to care about helping me get my maintenance fee refunded.Desired Settlement: I would like the maintenance fee refunded to my Discover card.

Business

Response:

To whom it may concern,[redacted] signed a contact and initialed an I Understand form stating that she agrees to pay the annual facility fee every year (see attached). This fee is charged on a specific date each year (per the contract) and is not pro-rated or returned once charged as it is used to help improve the facility and add/upgrade equipment on a monthly basis. In addition, [redacted] signed a contract stating she understood that she would need to provide a 14-day notice in writing to ensure time to process a medical freeze request (see attached). Therefore, we already made an exception for her when she came to us in December 2014 asking for four months of membership back because of medical issues from August 2014 to November 2014. Per our contract and policy, we do not back date medical freezes but made the exception for [redacted] to help her out and refunded two months of membership fees. Finally, [redacted] never brought up any of her concerns at the time to help resolve them or give the club a chance to explain. For these reasons, we do not feel a refund of [redacted]'s facility fee is justified.Sincerely,[redacted]General Manager, Innovative Health & Fitness

Consumer

Response: