Hi there ***-
I run the marketing department at Jonas Fitness and noticed you sent a message regarding an issue with our customer service agents to the Revdex.com
ginger_software_uiphraseguid="c23fb92e-83fd-474f-9a28-c26a2cff82fb" class="GINGER_SOFTWARE_mark">First let me say I apologize that you feel we have not assisted you in the best way possible as we take client service VERY seriously
I have been doing some research on your account, the gym you are a member of and listening to the recorded call you had with our team to determine the best way to help you As I am sure you know we do record all our calls for quality assurance and to be sure you (the member) are always getting the best service possible.
During the initial call you had with *** I unfortunately didn't hear any reference to multiple accounts (plural) that you have with Gold's Gym so I am somewhat stuck on how to help resolve this situation Just to be sure I did double check with Gold's about your two possible resolutions, (That one month of service be credited due to the CSR's failure to perform adequatelyOR that the personal training account be terminated) and the best we can do is refund you the decline fee (25.00) on your account you incurred for the new debit card
I wish there was more I could do to assist but since we didn't know there were multiple accounts that may have been past due we were unable to update the personal training account with your new debit card information
Please let me know what further questions you may have
Thank you again
***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Hi ***,
As you know we are not actually *** *** but the company that handles the billing for them Unfortunately, this being said, we are only able to enforce their rules per your membership agreement you signed with the club originally
I pulled up all the notes and conversations you had with our company and have listed them in date order below At this time we are not able to credit your cancellation fee as that is something the gym requires upon cancellation I wish we could be of further assistance but maybe going into the gym directly would help
We initially spoke with you on *** 2:45pm
Called inquiring about your next due payment on *** He was told by rep that payment was already drafted.
On ***, 12:43pm
The member called in to cancel and spoke with one of our reps
We advised him of the $cxl feeThe member was to call back in to cancel We informed him that we cannot cancel in the future, just to avoid the fee and that we cannot set up the fee to come out later, it must be drafted at time of cxl and we cannot cxl until fee is paidWe did tell him he could pay on *** but no later than *** This was for two memberships
On *** , 2:01pm
He called back in and asked to speak to a supervisor
On ***, 2:13pm Supervisor called him back and told him that the cancellation fee needs to be paid before cancellationThe member was not happy and requested to speak to her supervisorCall transferred to VM
*** 2:09pm Called back in again and did not want to speak to rep who answered the phone, wanted to go directly to the supervisor so the call was transferred to VM as they were on another line
***, 11:21am
Manager called member back at ###-###-#### and left vmail to call her back directly We never heard back from member
Customer, *** ***, sent an email on 1/28/asking to extend the software through 2/29/causing him to be charged for FebruaryWe have reached out to the customer and advised why he received a charge for FebruaryBelow is a copy of the email from the customer requesting to extend his
software.
*** ***
Sent: Thursday, January
28, 5:PM
To: *** *** ***
Subject: Software
Hey
***,
***
asked me to email you and let you know that she does not have email right now
She and I have each tried to call
you
a couple of timesPlease leave the *** software on through February 29,
We would like to continue using
the
software kind of as a trial in order to decide if we want to have *** be our
club softwarePlease
send me pricing for *** and what we would need to do to get started with you
guysThank
you,
Justin
J***
SLV
Sports & Wellness
(Formerly
Valley Health & Fitness)
(575) [email protected]
Jonas Fitness has investigated this issue and also spoken to the customer. Part of this issue was a misunderstanding and part was a small error on our part. We set-up her account to be refunded for $60.00 as a courtesy for any trouble she...
experienced.
Please let me know should you have any questions or concerns.
As a next step we would like to hear from the member what is the exact amount he would like credited to his account. Is it still just to not be charged for the $25 cancellation fee?
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. We had requested to have software left on through the end of February however when we called and emailed the company for 3 days with no response we were forced to go another route with our club management software. Apparently the software was turned back on without our knowledge and with no communication from [redacted]. We request a full refund for the month of February.
Regards, [redacted]
In our research on this matter we discovered:
This member used to attend [redacted] in [redacted]. Her daughter, [redacted], called on 4/27/15 to discuss cancellation, she was provided with the proper information to cancel and was...
advised of the past due balance on the account at that time. She inquired how much she would need to send in by check and was advised $75.63 (PDB and May dues). However, since we did not have good billing information on file, she was charged a return and late fee for May dues.
They received notification of the new past due balance and [redacted] ([redacted]) called in on 5/11/15 to discuss the account. He was transferred to a manager after calling in a few times. When she spoke to him, we advised him that we would need something showing that he represented Ms. [redacted] in order to discuss any further details, to which he declined to provide. He demanded that I discuss this issue with the “owner” and contact him back with a resolution. We then reached out to our [redacted] contact (owner's representative) who confirmed we did need further documents (legal representation or medical power of attorney) to be able to discuss the account. She did authorize for the 2 fees that were assessed in May to be removed from the account, to which I did that very moment. I then called Brad at the phone number that he provided to me to advise that we have come to a resolution but would need documentation in order to discuss. I received his voicemail, which stated he worked for a Property Management company, not a Lawyer’s office. I provided my direct number to contact me back so that I may give them the information on how to get this documentation to me. I received a call back from Natalia on 5/14/15 & 5/15/15 stating she does have medical POA and will be glad to send to me. I returned her call on 5/18/15 and received a voicemail again, this time leaving our fax number and email address to send the POA to.
We have now received the Power Of Attorney and the [redacted] corporate office has received the check for $75.69 and applied it to the account, leaving a $0 balance and terminate status on 5/31/15.
We believe this is now resolved to the member (and her daughters) satisfaction as we have everything needed.
Thank you,
Jonas Fitness
Hello [redacted]-
Unfortunately, we here at Jonas Fitness do not have anything to do with the cancellation policy at your gym. Many of the larger health clubs in the US contract Jonas Fitness to handle all the calls and billing for their members. The clubs tell us what the policies...
are regarding cancellation and it is up to them how they choose to request your cancellation notice. All we do is take direction from them on cancelation rules and regulations, provide them a call center for their members to use and process the members monthly membership dues.
I wish we could help further, but these types of issues and comments would need to be sent to the club directly as it is out of Jonas' control.
Thank you and I hope that helped to clarify things.
Jonas Fitness
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. On [redacted] when my wife was advised that fee must be paid, it was not specified that it would be 2 $25 fees, only that it was "a" $25 fee to cancel our linked accounts. Every fee we had paid up to that point had been split between our accounts, so why would this be any different? Also, I called back on [redacted] to speak to a supervisor again and was placed on hold for over 20 minutes at which point I ceased communication as I have a busy life and job to attend to. It is absolutely ridiculous that you make it this difficult to stop a membership from a MONTH-TO-MONTH service! Please stop charging my account!!!!!!]
Regards,
[redacted]
Since this complaint has been filed we have spoken to the member and come up with a resolution. We are still waiting to hear back from her to terminate the account.
class="GINGER_SOFTWARE_mark">if she has futher questions she is encouraged to head into the club to make a payment and then call us to be sure we update the account on our end.
Thank you- Jonas Fitness
From: Jonas FitnessSent: Thursday, October 01, 2015 1:03 PMSubject: RE: [redacted] - [redacted]
Hi,
I reached out to this member this morning. I let her know that John [redacted] approved removing the late fees and pulling her account from collections once she pays the $79.80 for the dues. She stated that she was not comfortable providing a one-time credit/debit card for the transaction and wanted an invoice for it, however we are unable to do this. I advised her that until the $79.80 is paid, we cannot remove the fees or pull from collections. She stated she will go to the club to pay, then call me back directly to clear the account and terminate.
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 as long as the $25 cancellation fee is to be waived and no more monthly fees to be charged as of the beginning date of this complaint ([redacted])
Hi there ***-
I run the marketing department at Jonas Fitness and noticed you sent a message regarding an issue with our customer service agents to the Revdex.com
ginger_software_uiphraseguid="c23fb92e-83fd-474f-9a28-c26a2cff82fb" class="GINGER_SOFTWARE_mark">First let me say I apologize that you feel we have not assisted you in the best way possible as we take client service VERY seriously
I have been doing some research on your account, the gym you are a member of and listening to the recorded call you had with our team to determine the best way to help you As I am sure you know we do record all our calls for quality assurance and to be sure you (the member) are always getting the best service possible.
During the initial call you had with *** I unfortunately didn't hear any reference to multiple accounts (plural) that you have with Gold's Gym so I am somewhat stuck on how to help resolve this situation Just to be sure I did double check with Gold's about your two possible resolutions, (That one month of service be credited due to the CSR's failure to perform adequatelyOR that the personal training account be terminated) and the best we can do is refund you the decline fee (25.00) on your account you incurred for the new debit card
I wish there was more I could do to assist but since we didn't know there were multiple accounts that may have been past due we were unable to update the personal training account with your new debit card information
Please let me know what further questions you may have
Thank you again
***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Hi ***,
As you know we are not actually *** *** but the company that handles the billing for them Unfortunately, this being said, we are only able to enforce their rules per your membership agreement you signed with the club originally
I pulled up all the notes and conversations you had with our company and have listed them in date order below At this time we are not able to credit your cancellation fee as that is something the gym requires upon cancellation I wish we could be of further assistance but maybe going into the gym directly would help
We initially spoke with you on *** 2:45pm
Called inquiring about your next due payment on *** He was told by rep that payment was already drafted.
On ***, 12:43pm
The member called in to cancel and spoke with one of our reps
We advised him of the $cxl feeThe member was to call back in to cancel We informed him that we cannot cancel in the future, just to avoid the fee and that we cannot set up the fee to come out later, it must be drafted at time of cxl and we cannot cxl until fee is paidWe did tell him he could pay on *** but no later than *** This was for two memberships
On *** , 2:01pm
He called back in and asked to speak to a supervisor
On ***, 2:13pm Supervisor called him back and told him that the cancellation fee needs to be paid before cancellationThe member was not happy and requested to speak to her supervisorCall transferred to VM
*** 2:09pm Called back in again and did not want to speak to rep who answered the phone, wanted to go directly to the supervisor so the call was transferred to VM as they were on another line
***, 11:21am
Manager called member back at ###-###-#### and left vmail to call her back directly We never heard back from member
Customer, *** ***, sent an email on 1/28/asking to extend the software through 2/29/causing him to be charged for FebruaryWe have reached out to the customer and advised why he received a charge for FebruaryBelow is a copy of the email from the customer requesting to extend his
software.
*** ***
Sent: Thursday, January
28, 5:PM
To: *** *** ***
Subject: Software
Hey
***,
***
asked me to email you and let you know that she does not have email right now
She and I have each tried to call
you
a couple of timesPlease leave the *** software on through February 29,
We would like to continue using
the
software kind of as a trial in order to decide if we want to have *** be our
club softwarePlease
send me pricing for *** and what we would need to do to get started with you
guysThank
you,
Justin
J***
SLV
Sports & Wellness
(Formerly
Valley Health & Fitness)
(575)
[email protected]
Hello-
Jonas Fitness has investigated this issue and also spoken to the customer. Part of this issue was a misunderstanding and part was a small error on our part. We set-up her account to be refunded for $60.00 as a courtesy for any trouble she...
experienced.
Please let me know should you have any questions or concerns.
Thank you,
[redacted]
Jonas Fitness, Inc.
As a next step we would like to hear from the member what is the exact amount he would like credited to his account. Is it still just to not be charged for the $25 cancellation fee?
Thank you.
Jonas Fitness, Inc.
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. We had requested to have software left on through the end of February however when we called and emailed the company for 3 days with no response we were forced to go another route with our club management software. Apparently the software was turned back on without our knowledge and with no communication from [redacted]. We request a full refund for the month of February.
Regards, [redacted]
In our research on this matter we discovered:
This member used to attend [redacted] in [redacted]. Her daughter, [redacted], called on 4/27/15 to discuss cancellation, she was provided with the proper information to cancel and was...
advised of the past due balance on the account at that time. She inquired how much she would need to send in by check and was advised $75.63 (PDB and May dues). However, since we did not have good billing information on file, she was charged a return and late fee for May dues.
They received notification of the new past due balance and [redacted] ([redacted]) called in on 5/11/15 to discuss the account. He was transferred to a manager after calling in a few times. When she spoke to him, we advised him that we would need something showing that he represented Ms. [redacted] in order to discuss any further details, to which he declined to provide. He demanded that I discuss this issue with the “owner” and contact him back with a resolution. We then reached out to our [redacted] contact (owner's representative) who confirmed we did need further documents (legal representation or medical power of attorney) to be able to discuss the account. She did authorize for the 2 fees that were assessed in May to be removed from the account, to which I did that very moment. I then called Brad at the phone number that he provided to me to advise that we have come to a resolution but would need documentation in order to discuss. I received his voicemail, which stated he worked for a Property Management company, not a Lawyer’s office. I provided my direct number to contact me back so that I may give them the information on how to get this documentation to me. I received a call back from Natalia on 5/14/15 & 5/15/15 stating she does have medical POA and will be glad to send to me. I returned her call on 5/18/15 and received a voicemail again, this time leaving our fax number and email address to send the POA to.
We have now received the Power Of Attorney and the [redacted] corporate office has received the check for $75.69 and applied it to the account, leaving a $0 balance and terminate status on 5/31/15.
We believe this is now resolved to the member (and her daughters) satisfaction as we have everything needed.
Thank you,
Jonas Fitness
Hello [redacted]-
Unfortunately, we here at Jonas Fitness do not have anything to do with the cancellation policy at your gym. Many of the larger health clubs in the US contract Jonas Fitness to handle all the calls and billing for their members. The clubs tell us what the policies...
are regarding cancellation and it is up to them how they choose to request your cancellation notice. All we do is take direction from them on cancelation rules and regulations, provide them a call center for their members to use and process the members monthly membership dues.
I wish we could help further, but these types of issues and comments would need to be sent to the club directly as it is out of Jonas' control.
Thank you and I hope that helped to clarify things.
Jonas Fitness
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. On [redacted] when my wife was advised that fee must be paid, it was not specified that it would be 2 $25 fees, only that it was "a" $25 fee to cancel our linked accounts. Every fee we had paid up to that point had been split between our accounts, so why would this be any different? Also, I called back on [redacted] to speak to a supervisor again and was placed on hold for over 20 minutes at which point I ceased communication as I have a busy life and job to attend to. It is absolutely ridiculous that you make it this difficult to stop a membership from a MONTH-TO-MONTH service! Please stop charging my account!!!!!!]
Regards,
[redacted]
Since this complaint has been filed we have spoken to the member and come up with a resolution. We are still waiting to hear back from her to terminate the account.
class="GINGER_SOFTWARE_mark">if she has futher questions she is encouraged to head into the club to make a payment and then call us to be sure we update the account on our end.
Thank you- Jonas Fitness
From: Jonas FitnessSent: Thursday, October 01, 2015 1:03 PMSubject: RE: [redacted] - [redacted]
Hi,
I reached out to this member this morning. I let her know that John [redacted] approved removing the late fees and pulling her account from collections once she pays the $79.80 for the dues. She stated that she was not comfortable providing a one-time credit/debit card for the transaction and wanted an invoice for it, however we are unable to do this. I advised her that until the $79.80 is paid, we cannot remove the fees or pull from collections. She stated she will go to the club to pay, then call me back directly to clear the account and terminate.
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 as long as the $25 cancellation fee is to be waived and no more monthly fees to be charged as of the beginning date of this complaint ([redacted])