Kelley's Pets

Considering you have been threatening to post a negative review of the club since early October 2015 if you didn’t get your way – written contract notwithstanding – I’m most curious as to why you would allow seven months to lapse before now. We are pleased to hear that you enjoyed working with your...

trainer as the vast majority of our training clients do enjoy a positive, results-driven relationship with our outstanding training staff.   All club contracts are clear and transparent, and I’ll restate the language here for your benefit once again: Personal Training is non-refundable and non-transferable. The client is purchasing training sessions with the club, as such; personal training is not contracted to a specific trainer. If the original trainer is not available, Matrix Fitness and Spa will assign another qualified trainer. The client may switch trainers if desired. You’re correct in your assertion that no amendment was made to your contract, nor was the trainer in any position to make such an amendment without approval from management. In fact, the reason why he never did what you asked was because he knew it was wrong. As is the case with most businesses, the purpose of putting these types of agreements in place is to ensure a clear understanding. Visitors will be able to judge as to whether you are being truthful in your allegations, or if the image that I will post in my reply that contains the contractual language above with your initials indicating that you agree to these terms and conditions might be at the root of your issue.   You can pick up where you left off and continue to bully and cajole me all you’d like if it makes you feel better at the end of the day, [redacted]; my position comes with the hazard that sometimes I do have to say no, which is not always pleasant. And please don’t forget: I’m still the same person that was willing to accommodate an amendment to an earlier agreement, which at your behest was put into writing and I later honored. I have always strived to be as fair and accommodating as possible while operating within club rules and regulations and comfortable in the fact that we made every effort to work with you on a resolution to this matter and those efforts were continually rebuffed and encourage anyone to visit our facility and see for themselves if your review is spot on or simply the result of a sad, pathetic little creature who didn’t get his way.

Initial Business Response /* (1000, 6, 2015/09/15) */
Good morning [redacted],
I'm writing to follow up. I've attached you membership agreements for 2014 and 2015, as well as documentation from ASF pertaining to the $1242 refund. When you came back to Matrix in 2014 you spoke with [redacted] on the 28th....

She honored your old rate of $1242 for the annual paid-in-full membership. All 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 rate. We do this to lock members into the rates they join at as our monthly dues have increased over time. This is a courtesy we extend as a way of agreeing to never raise a loyal members dues, something that most clubs have in place. Per this agreement, your membership auto renewed on July 28, 2015. You and I spoke at that time and I agreed to make sure you received notice prior to any additional renewals. We resigned the new membership agreement, which I've also included. The 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 priority. I also had them reach out to you directly as I wanted to demonstrate that this was in no way intentional. You have every right to be frustrated and upset as it has created an extreme inconvenience for you. I 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) mistake. Matrix and ASF are PCI compliant and the credit card information is protected per mandated credit card security policies. The renewal date of 7/28/2016 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 forward. I have had your credit card permanently removed from ASF's system which will prevent the agreed upon auto-renewal next year. I would never wish this (unfortunate) situation under any circumstances. Although it doesn't mean much, I spent all weekend thinking about it and would do anything to go back and prevent it. My number one goal is to meet your needs as a member and exceed your expectations - I understand we have let you down. As I said yesterday, I have extended your membership expiration until 10/1/2016, resulting in two complimentary months. I 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]

Complaint: [redacted]
I am rejecting this response because:Regardless, the verbal explanation of the document was NOT clearly communicated. I was never given a copy of the document and the rates and conditions were never discussed. The document was put in front of me for under 4 seconds. I thought I was signing a safety waiver and literally asked why my credit card was needed. I was told it was just to keep on file. The salesmen filled everything out so quick and rushed me into the tour. I feel the free trial was falsely advertised. I literally visited the gym one time. I was told in an email I was having buyers remorse which is far from the truth. It would be another story if I had received any follow up during the trail period or even the months after. I've called the gym several times since and was told I would receive a call back. Still no response.Luckily for me, I've moved outside the 20 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 located. After touring the facility and discussing membership options he opted for an 18 month agreement at the resident rate of $89/m. He was set up on a trial through 8/15 as a part of that...

membership, but never canceled or communicated anything about ending his membership with us until this point. Mr. [redacted] completed the full membership agreement, including two signatures in acknowledgement of the terms and initialed our cancellation policy, which was also circled for him. If he has anything to the contrary, in writing, we would be happy to honor it. What we do have is a completed and signed membership agreement with the terms clearly outlined. I've attached a copy of that agreement for review. At this point the standard cancellation procedures would be in place. Please do not hesitate to contact me for any additional details.  [redacted]
[redacted]