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Kelley's Pets Reviews (7)

Complaint: [redacted] I am rejecting this response because:Regardless, the verbal explanation of the document was NOT clearly communicatedI was never given a copy of the document and the rates and conditions were never discussedThe document was put in front of me for under secondsI thought I was signing a safety waiver and literally asked why my credit card was neededI was told it was just to keep on fileThe salesmen filled everything out so quick and rushed me into the tourI feel the free trial was falsely advertisedI literally visited the gym one timeI was told in an email I was having buyers remorse which is far from the truthIt would be another story if I had received any follow up during the trail period or even the months afterI've called the gym several times since and was told I would receive a call backStill no response.Luckily for me, I've moved outside the mile radius so I'm eligible for cancellation Sincerely, [redacted]

Mr [redacted] visited our facility on July 25th, stating he just moved into the building in which we're locatedAfter touring the facility and discussing membership options he opted for an month agreement at the resident rate of $89/mHe was set up on a trial through 8/as a part of that membership, but never canceled or communicated anything about ending his membership with us until this pointMr [redacted] completed the full membership agreement, including two signatures in acknowledgement of the terms and initialed our cancellation policy, which was also circled for himIf he has anything to the contrary, in writing, we would be happy to honor itWhat we do have is a completed and signed membership agreement with the terms clearly outlinedI've attached a copy of that agreement for reviewAt this point the standard cancellation procedures would be in placePlease do not hesitate to contact me for any additional details [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/09/15) */ Good morning ***, I'm writing to follow upI've attached you membership agreements for and 2015, as well as documentation from ASF pertaining to the $refundWhen you came back to Matrix in you spoke with [redacted] on the 28th She honored your old rate of $for the annual paid-in-full membershipAll of our agreements are written to either auto renew after the paid-in-full period OR roll over into a month-to-month status at the members existing rateWe do this to lock members into the rates they join at as our monthly dues have increased over timeThis is a courtesy we extend as a way of agreeing to never raise a loyal members dues, something that most clubs have in placePer this agreement, your membership auto renewed on July 28, You and I spoke at that time and I agreed to make sure you received notice prior to any additional renewalsWe resigned the new membership agreement, which I've also includedThe charge on August 28th was an absolute error and an honest mistake -something I sincerely wished could have been avoided I contacted ASF, our billing company, first-thing on Friday morning as stopping this draft was absolutely a priorityI also had them reach out to you directly as I wanted to demonstrate that this was in no way intentionalYou have every right to be frustrated and upset as it has created an extreme inconvenience for youI understand how it looks and feels to you but I want to ensure you that it's not common business practice, as has been implied, or intentional, it was an honest (human-error) mistakeMatrix and ASF are PCI compliant and the credit card information is protected per mandated credit card security policiesThe renewal date of 7/28/was miss entered as 8/28/2015, one month after your renewal You have every right to feel the way you do but I feel as though we have accepted responsibility for this mistake and will take any and all necessary actions to learn from it moving forwardI have had your credit card permanently removed from ASF's system which will prevent the agreed upon auto-renewal next yearI would never wish this (unfortunate) situation under any circumstancesAlthough it doesn't mean much, I spent all weekend thinking about it and would do anything to go back and prevent itMy number one goal is to meet your needs as a member and exceed your expectations - I understand we have let you downAs I said yesterday, I have extended your membership expiration until 10/1/2016, resulting in two complimentary monthsI understand that this doesn't change what has happened, but I hope it can in some way offset your recent frustrations I know that you work closely with [redacted] and I hope that you will give me the opportunity to earn you business back over the next year by demonstrating my sincere apologies and working hard to change not only opinion, but your experience with us Sincerely, [redacted] ***

The eyes of the public opinion are more important than a contract ever will beContracts for service are not needed in *** *** doesn't use contracts because they realize that contracts for service are just bad businessAt the end of the day Matrix Fitness Spa is really good at doing bad business and keeping the money of their customersSad.
Complaint: ***
I am rejecting this response because:
***
*** ***

Mr*** visited our facility on July 25th, stating he just moved into the building in which we're locatedAfter touring the facility and discussing membership options he opted for an month agreement at the resident rate of $89/mHe was set up on a trial through 8/as a part of that
membership, but never canceled or communicated anything about ending his membership with us until this pointMr*** completed the full membership agreement, including two signatures in acknowledgement of the terms and initialed our cancellation policy, which was also circled for himIf he has anything to the contrary, in writing, we would be happy to honor itWhat we do have is a completed and signed membership agreement with the terms clearly outlinedI've attached a copy of that agreement for reviewAt this point the standard cancellation procedures would be in placePlease do not hesitate to contact me for any additional details *** ***
***

Complaint: ***
I am rejecting this response because:Regardless, the verbal explanation of the document was NOT clearly communicatedI was never given a copy of the document and the rates and conditions were never discussedThe document was put in front of me for under secondsI thought I was signing a safety waiver and literally asked why my credit card was neededI was told it was just to keep on fileThe salesmen filled everything out so quick and rushed me into the tourI feel the free trial was falsely advertisedI literally visited the gym one timeI was told in an email I was having buyers remorse which is far from the truthIt would be another story if I had received any follow up during the trail period or even the months afterI've called the gym several times since and was told I would receive a call backStill no response.Luckily for me, I've moved outside the mile radius so I'm eligible for cancellation.
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/09/15) */
Good morning ***,
I'm writing to follow upI've attached you membership agreements for and 2015, as well as documentation from ASF pertaining to the $refundWhen you came back to Matrix in you spoke with *** on the 28th
She honored your old rate of $for the annual paid-in-full membershipAll of our agreements are written to either auto renew after the paid-in-full period OR roll over into a month-to-month status at the members existing rateWe do this to lock members into the rates they join at as our monthly dues have increased over timeThis is a courtesy we extend as a way of agreeing to never raise a loyal members dues, something that most clubs have in placePer this agreement, your membership auto renewed on July 28, You and I spoke at that time and I agreed to make sure you received notice prior to any additional renewalsWe resigned the new membership agreement, which I've also includedThe charge on August 28th was an absolute error and an honest mistake -something I sincerely wished could have been avoided
I contacted ASF, our billing company, first-thing on Friday morning as stopping this draft was absolutely a priorityI also had them reach out to you directly as I wanted to demonstrate that this was in no way intentionalYou have every right to be frustrated and upset as it has created an extreme inconvenience for youI understand how it looks and feels to you but I want to ensure you that it's not common business practice, as has been implied, or intentional, it was an honest (human-error) mistakeMatrix and ASF are PCI compliant and the credit card information is protected per mandated credit card security policiesThe renewal date of 7/28/was miss entered as 8/28/2015, one month after your renewal
You have every right to feel the way you do but I feel as though we have accepted responsibility for this mistake and will take any and all necessary actions to learn from it moving forwardI have had your credit card permanently removed from ASF's system which will prevent the agreed upon auto-renewal next yearI would never wish this (unfortunate) situation under any circumstancesAlthough it doesn't mean much, I spent all weekend thinking about it and would do anything to go back and prevent itMy number one goal is to meet your needs as a member and exceed your expectations - I understand we have let you downAs I said yesterday, I have extended your membership expiration until 10/1/2016, resulting in two complimentary monthsI understand that this doesn't change what has happened, but I hope it can in some way offset your recent frustrations
I know that you work closely with *** and I hope that you will give me the opportunity to earn you business back over the next year by demonstrating my sincere apologies and working hard to change not only opinion, but your experience with us
Sincerely,
*** ***

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