Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to...
me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
LA Fitness cancelled member's personal training agreement and a refund in the amount of $185.00 was processed on 10/28/15 (refund applied to the same account used for payment).
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 12/20/14 (the “Initial Term”). Member paid a total of $259.00 up front, which included the processing fee and payment for the first...
month of personal training sessions. Member further agreed to make 11 more payments, in the amount of $160.00 each, every month, beginning 1/20/15, for the remainder of the Initial Term. These terms are clearly and conspicuously set forth on page 1 of her agreement and she acknowledged her understanding of these billing terms by initialing the three separate sections outlining the payment schedule. Member’s personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of her agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement, the initial term of 12 months and the voluntary cancelation provision. This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and her initials next to each bullet point on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). Member’s personal training services agreement specifically provided her with a 10 day right to cancel if these terms did not match her understanding (or for any reason) for a full refund. She claims that she requested to cancel within 5 days. However, our records do not reflect receiving such a request. In fact, our records reflect that member trained on 1/19/15, 30 days after purchasing the service. Thus, under the clear and explicit terms of the Agreement, she is not entitled to terminate the agreement and abandon her contractual obligations early without a fee. If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision in her personal training agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
Members were relocated to our [redacted] location when our [redacted] location closed. It is 5 miles from the [redacted] Thus, member is not entitled to a refund or to terminate the agreement and abandon her contractual obligations early without a fee....
Member’s personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreement. If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision in her personal training agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
Members each purchased personal training services pursuant to written and fully executed agreements (“Agreements”). The Agreements entitle members to personal training sessions, working with a personal trainer one on one. However, the 6 am classes that members reference are free boot camp classes...
hosted by our sales staff that are available for any member to attend. They have not actually worked with or scheduled any sessions with a personal trainer yet. The terms of the Agreements have not changed. LA Fitness has offered to assist members in scheduling their sessions with personal trainers but they have refused to schedule any sessions. Failure to use the service does not entitle members to terminate the Agreements and abandon their contractual obligations early without a fee. If members no longer wish to continue with their valid Agreements, the Agreements include a voluntary cancelation provision, which affords them the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreements. LA Fitness will honor this cancellation provision of the Agreements should they elect to take advantage of it. Otherwise, members should be expected to honor their Agreements as LA Fitness stands ready to provide the services for which they contracted.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks, beginning 9/30/14 (the “Initial Term”). Member paid a total of $210.00 up front, which included the processing fee and payment for the first four...
weeks of personal training sessions. She further agreed to make 12 more payments, in the amount of $160.00 each, every four weeks, beginning 10/28/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of member’s agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule outlining these terms Member’s personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of her agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement, the initial term 52 weeks and the voluntary cancelation provision. This Checklist was reviewed with member at the time of the sale, as acknowledged by her signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). Member’s personal training services agreement specifically provided her with a 10-day right to cancel if these terms did not match her understanding (or for any reason) for a full refund. However, she did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, she is not entitled to terminate the agreement and abandon her contractual obligations early without a fee. LA Fitness will honor the voluntary cancellation provision of member’s agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
From:[redacted]Date: Fri, Jun 24, 2016 at 11:28 AMSubject: Re: You have a new message from the Revdex.com [redacted]To: Revdex.com[redacted]
Good day,
Please reopen the above mentioned complaint, as the business has not complied as indicated they would. I have made two-three follow up calls getting nowhere.
Thanks,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
On December 16, 2016, I contacted LA fitness corporate office. I explained I had submitted a medical note to City sports, in person, explaining I was unable to perform physical activity at this time. They claimed this note may or may not work. I was never given any Doctor note requirements, and after submitting a doctor note I was told it was improperly formatted and might not be accepted. To get another note I would have to pay for another doctors appointment plus take time off work due to City Sports lack of communication. They suggested I call LA corporate office to explain my position. While on the phone with a corporate rep, I explained due to the holiday season and work schedule it would be extremely difficult to see a medical provider to obtain an additional medical note, which was never made clear by any means in how it should be written, before my next bill date. The rep assured me he could push out my bill and this was not a issue. He said eight days was the normal time frame for this request. Due to the fact this was occurring during the weeks of Christmas and New Years day he could extend my bill date to January 20, 2017. To ensure I was able to comply with an additional medial notes and not be penalized due to business closures during the holiday season. He assured me he made complete notes on the account to avoid any confusion. The last payment on December 20, 2016 should have never been processed. I am in fact due a refund. I have not used any services that I was wrongfully charged for.
Rearguards
[redacted]
LA Fitness contacted member regarding her concerns. Member understands that her remaining sessions have expired in accordance with the terms of her personal training agreement. However, we have added 20 complimentary training sessions for her to use between now and 6/1/15.
Management contacted Mr. [redacted] regarding the cancellation of his monthly dues membership. Mr. [redacted] states he understood his membership to be an account in which he paid two months and then would be month to month after that time frame. Mr. [redacted] established a monthly billed membership...
which requires first and last month’s dues at sign up, then a monthly billing of the membership dues until a request for cancellation is completed. Mr. [redacted] claims to have attempted to cancel via telephone, which is not an accepted form of cancellation. As a result, no such cancellation was processed. LA Fitness provides members with the option to cancel their membership at any location between the hours of 9AM-5PM Monday through Friday, but we strongly advise that member's mail in a written cancellation request via certified mail to ensure return-receipt. This cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properly. As a courtesy, a cancellation was completed and we have also agreed to a refund back to his [redacted] card on file in the amount of $29.99. Refunds typically take 5-7 business days to complete. We believe this matter to be resolved. Thank you.
Management contacted [redacted] on 1/23/15 in regards to her concerns with the length of her monthly billed membership and what was discussed at point of sale. As a result an immediate cancellation has been processed effective 1/23/15 and a refund in the amount of $109.39 has...
beenrefunded back to the [redacted] card on file. Refunds take about 5-7 business days to be refunded and no further billing will occur. Thank you.
Management contacted [redacted] on 3/2/15 and apologized for how the incident was handled by our staff. However we reiterated that his membership would not be reinstated. Member understands. No further action will be taken. Thank you.
Management spoke with Ms. [redacted] regarding her concerns. Management explained to Ms. Penoyer that we freeze for six months not the length of the medical documentation. As a courtesy, we agreed to extend her expiration date 4 months to 7/21/2020. We believe this matter to be resolved....
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I spoke with AND emailed representatives from LA Fitness, they are liars!
Regards,
[redacted]
Management has made several attempts to contact [redacted] regarding her concerns with her monthly billed membership. We encourage [redacted] to return our call to resolve any issues she might
have. Thank you.
Our Membership Policies and Club Rules and Regulations,
which are part of the membership agreement signed by Mr. [redacted], clearly state
that no Member or guest may coach or train other Members or guests (as solely
determined by LA Fitness). Members may not engage in any business...
or
enterprise while at the LA Fitness clubs. Like most health clubs, LA Fitness does not
permit its members to provide personal training services to other members, as
it creates a conflict of interest and utilizes our equipment and space to
compete against us. Prior to taking the step of revoking Mr. [redacted]’s
membership, this policy was explained to Mr. [redacted]. He was given
warnings and an opportunity to cease these types of activity. However,
Mr. [redacted] chose to ignore these warnings. Thus, after an investigation
and a discussion with Mr. [redacted] on October 06, 2014 it was determined
necessary to discontinue his membership privileges. The decision to revoke a
membership is never taken lightly, but found to be necessary in this case.
Notably, the LA Fitness membership agreement affords us the right to cancel a
membership at any time for any reason, so there has been no violation of his
contractual rights. Accordingly, for the reasons summarized above, we are
simply choosing to exercise this right pursuant to his membership agreement. An
immediate cancellation has been processed and a refund in the amount of $59.98
was refunded on 10/9/14 back to the Visa card. Refunds take about 5-7 business
days to be refunded back. Thank you.
After researching [redacted] claims, it is clear that in addition to the fully executed agreement (including a New Client Checklist that acknowledges she received a copy and reviewed all of the terms) it has been confirmed that Personal Training services were scheduled and used by [redacted].
Account history also reflects that she contacted our Customer Service department previously to discuss her options regarding a medical cancellation. At that time she was reminded of the Voluntary Cancelation provision which allows a member to cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. [redacted] elected not to take advantage of this provision, so the billing continued pursuant to the terms of the contract. It is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment.
A copy of the Agreement was also included in the Purchase Confirmation e-mail she received at the time of purchase. Her Personal Training agreement has since defaulted due to non-payment, nevertheless LA Fitness will agree to release her from the original contracted term and waive the current balance of $610. Additionally, LA Fitness will not pursue her for the outstanding balance of $1,200 owed to satisfy the contracted term, but a refund is simply not warranted in this case. We believe this to be a fair and reasonable resolution to this issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The resolution favors only the business. I have already paid for two months for services I have not used. That was $320. The gym is still not open and they want another $720!
Regards,
[redacted]
The regular fitness membership and the personal training services are two separate memberships with separate membership agreements. The regular fitness membership member purchased was a month to month agreement that allowed him to cancel at any time. However, member committed to a minimum initial term of 12 months for personal training services, as outlined in our initial response. Member is not entitled to a refund.
Management has made several attempts via email and by telephone to contact [redacted] regarding his concerns related to the billing on his parent’s monthly dues membership. However, we have not received a return call. We encourage [redacted] to return our calls so we can adequately assist him...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to...
me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
LA Fitness cancelled member's personal training agreement and a refund in the amount of $185.00 was processed on 10/28/15 (refund applied to the same account used for payment).
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 12/20/14 (the “Initial Term”). Member paid a total of $259.00 up front, which included the processing fee and payment for the first...
month of personal training sessions. Member further agreed to make 11 more payments, in the amount of $160.00 each, every month, beginning 1/20/15, for the remainder of the Initial Term. These terms are clearly and conspicuously set forth on page 1 of her agreement and she acknowledged her understanding of these billing terms by initialing the three separate sections outlining the payment schedule. Member’s personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of her agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement, the initial term of 12 months and the voluntary cancelation provision. This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and her initials next to each bullet point on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). Member’s personal training services agreement specifically provided her with a 10 day right to cancel if these terms did not match her understanding (or for any reason) for a full refund. She claims that she requested to cancel within 5 days. However, our records do not reflect receiving such a request. In fact, our records reflect that member trained on 1/19/15, 30 days after purchasing the service. Thus, under the clear and explicit terms of the Agreement, she is not entitled to terminate the agreement and abandon her contractual obligations early without a fee. If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision in her personal training agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
Members were relocated to our [redacted] location when our [redacted] location closed. It is 5 miles from the [redacted] Thus, member is not entitled to a refund or to terminate the agreement and abandon her contractual obligations early without a fee....
Member’s personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreement. If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision in her personal training agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
Members each purchased personal training services pursuant to written and fully executed agreements (“Agreements”). The Agreements entitle members to personal training sessions, working with a personal trainer one on one. However, the 6 am classes that members reference are free boot camp classes...
hosted by our sales staff that are available for any member to attend. They have not actually worked with or scheduled any sessions with a personal trainer yet. The terms of the Agreements have not changed. LA Fitness has offered to assist members in scheduling their sessions with personal trainers but they have refused to schedule any sessions. Failure to use the service does not entitle members to terminate the Agreements and abandon their contractual obligations early without a fee. If members no longer wish to continue with their valid Agreements, the Agreements include a voluntary cancelation provision, which affords them the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreements. LA Fitness will honor this cancellation provision of the Agreements should they elect to take advantage of it. Otherwise, members should be expected to honor their Agreements as LA Fitness stands ready to provide the services for which they contracted.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks, beginning 9/30/14 (the “Initial Term”). Member paid a total of $210.00 up front, which included the processing fee and payment for the first four...
weeks of personal training sessions. She further agreed to make 12 more payments, in the amount of $160.00 each, every four weeks, beginning 10/28/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of member’s agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule outlining these terms Member’s personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of her agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement, the initial term 52 weeks and the voluntary cancelation provision. This Checklist was reviewed with member at the time of the sale, as acknowledged by her signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). Member’s personal training services agreement specifically provided her with a 10-day right to cancel if these terms did not match her understanding (or for any reason) for a full refund. However, she did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, she is not entitled to terminate the agreement and abandon her contractual obligations early without a fee. LA Fitness will honor the voluntary cancellation provision of member’s agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
From:[redacted]Date: Fri, Jun 24, 2016 at 11:28 AMSubject: Re: You have a new message from the Revdex.com [redacted]To: Revdex.com[redacted]
Good day,
Please reopen the above mentioned complaint, as the business has not complied as indicated they would. I have made two-three follow up calls getting nowhere.
Thanks,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
On December 16, 2016, I contacted LA fitness corporate office. I explained I had submitted a medical note to City sports, in person, explaining I was unable to perform physical activity at this time. They claimed this note may or may not work. I was never given any Doctor note requirements, and after submitting a doctor note I was told it was improperly formatted and might not be accepted. To get another note I would have to pay for another doctors appointment plus take time off work due to City Sports lack of communication. They suggested I call LA corporate office to explain my position. While on the phone with a corporate rep, I explained due to the holiday season and work schedule it would be extremely difficult to see a medical provider to obtain an additional medical note, which was never made clear by any means in how it should be written, before my next bill date. The rep assured me he could push out my bill and this was not a issue. He said eight days was the normal time frame for this request. Due to the fact this was occurring during the weeks of Christmas and New Years day he could extend my bill date to January 20, 2017. To ensure I was able to comply with an additional medial notes and not be penalized due to business closures during the holiday season. He assured me he made complete notes on the account to avoid any confusion. The last payment on December 20, 2016 should have never been processed. I am in fact due a refund. I have not used any services that I was wrongfully charged for.
Rearguards
[redacted]
LA Fitness contacted member regarding her concerns. Member understands that her remaining sessions have expired in accordance with the terms of her personal training agreement. However, we have added 20 complimentary training sessions for her to use between now and 6/1/15.
Management contacted Mr. [redacted] regarding the cancellation of his monthly dues membership. Mr. [redacted] states he understood his membership to be an account in which he paid two months and then would be month to month after that time frame. Mr. [redacted] established a monthly billed membership...
which requires first and last month’s dues at sign up, then a monthly billing of the membership dues until a request for cancellation is completed. Mr. [redacted] claims to have attempted to cancel via telephone, which is not an accepted form of cancellation. As a result, no such cancellation was processed. LA Fitness provides members with the option to cancel their membership at any location between the hours of 9AM-5PM Monday through Friday, but we strongly advise that member's mail in a written cancellation request via certified mail to ensure return-receipt. This cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properly. As a courtesy, a cancellation was completed and we have also agreed to a refund back to his [redacted] card on file in the amount of $29.99. Refunds typically take 5-7 business days to complete. We believe this matter to be resolved. Thank you.
Management contacted [redacted] on 1/23/15 in regards to her concerns with the length of her monthly billed membership and what was discussed at point of sale. As a result an immediate cancellation has been processed effective 1/23/15 and a refund in the amount of $109.39 has...
beenrefunded back to the [redacted] card on file. Refunds take about 5-7 business days to be refunded and no further billing will occur. Thank you.
Management contacted [redacted] on 3/2/15 and apologized for how the incident was handled by our staff. However we reiterated that his membership would not be reinstated. Member understands. No further action will be taken. Thank you.
Management spoke with Ms. [redacted] regarding her concerns. Management explained to Ms. Penoyer that we freeze for six months not the length of the medical documentation. As a courtesy, we agreed to extend her expiration date 4 months to 7/21/2020. We believe this matter to be resolved....
Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I spoke with AND emailed representatives from LA Fitness, they are liars!
Regards,
[redacted]
Management has made several attempts to contact [redacted] regarding her concerns with her monthly billed membership. We encourage [redacted] to return our call to resolve any issues she might
have. Thank you.
Our Membership Policies and Club Rules and Regulations,
which are part of the membership agreement signed by Mr. [redacted], clearly state
that no Member or guest may coach or train other Members or guests (as solely
determined by LA Fitness). Members may not engage in any business...
or
enterprise while at the LA Fitness clubs. Like most health clubs, LA Fitness does not
permit its members to provide personal training services to other members, as
it creates a conflict of interest and utilizes our equipment and space to
compete against us. Prior to taking the step of revoking Mr. [redacted]’s
membership, this policy was explained to Mr. [redacted]. He was given
warnings and an opportunity to cease these types of activity. However,
Mr. [redacted] chose to ignore these warnings. Thus, after an investigation
and a discussion with Mr. [redacted] on October 06, 2014 it was determined
necessary to discontinue his membership privileges. The decision to revoke a
membership is never taken lightly, but found to be necessary in this case.
Notably, the LA Fitness membership agreement affords us the right to cancel a
membership at any time for any reason, so there has been no violation of his
contractual rights. Accordingly, for the reasons summarized above, we are
simply choosing to exercise this right pursuant to his membership agreement. An
immediate cancellation has been processed and a refund in the amount of $59.98
was refunded on 10/9/14 back to the Visa card. Refunds take about 5-7 business
days to be refunded back. Thank you.
After researching [redacted] claims, it is clear that in addition to the fully executed agreement (including a New Client Checklist that acknowledges she received a copy and reviewed all of the terms) it has been confirmed that Personal Training services were scheduled and used by [redacted].
Account history also reflects that she contacted our Customer Service department previously to discuss her options regarding a medical cancellation. At that time she was reminded of the Voluntary Cancelation provision which allows a member to cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. [redacted] elected not to take advantage of this provision, so the billing continued pursuant to the terms of the contract. It is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment.
A copy of the Agreement was also included in the Purchase Confirmation e-mail she received at the time of purchase. Her Personal Training agreement has since defaulted due to non-payment, nevertheless LA Fitness will agree to release her from the original contracted term and waive the current balance of $610. Additionally, LA Fitness will not pursue her for the outstanding balance of $1,200 owed to satisfy the contracted term, but a refund is simply not warranted in this case. We believe this to be a fair and reasonable resolution to this issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The resolution favors only the business. I have already paid for two months for services I have not used. That was $320. The gym is still not open and they want another $720!
Regards,
[redacted]
The regular fitness membership and the personal training services are two separate memberships with separate membership agreements. The regular fitness membership member purchased was a month to month agreement that allowed him to cancel at any time. However, member committed to a minimum initial term of 12 months for personal training services, as outlined in our initial response. Member is not entitled to a refund.
Management has made several attempts via email and by telephone to contact [redacted] regarding his concerns related to the billing on his parent’s monthly dues membership. However, we have not received a return call. We encourage [redacted] to return our calls so we can adequately assist him...
in resolving his concerns. Thank you.