On April 24, I received a phone call from the consumer demanding a refund for her monthly gym membership duesThe client stated she was not supposed to be charged because her membership was expired in MarchI explained to the consumer how the membership cancelation process works and that the contracts continues to bill on a month-to-month basis till the cancelation letter is receivedThe client stated she had sent me an email and I explained that I never received one from her, I also explained that an email was not an adequate means for cancelationIf the client had truly sent out an email on April 6th it was not receivedThe client was at the gym for a training session on April 10thAt that time our staff would have been more than happy to explain to her the cancelation process and also give her a copy of her agreementIt is our policy to provide a copy of the agreements to members at the time of joiningThe client could have at any time within the year asked for another copy if she did not receive one or misplaced itShe also could have inquired about the email she states that she sentThe client explained to me over the phone on the 24th that she wanted a refund and I was not authorized to remove funds from her any longerI replied to the client by explaining the steps needed to cancel her membershipI told her once I received a certified letter that her cancelation would be processedThe client was not happy with my response and told me to keep the $because I obviously needed it more than herAt that point I told the client to email me or call me if she had further questions and gave her our email addressAfter receiving the cancelation request the membership was inactivatedOnce a client is inactivated the billings stops and funds are no longer removedDue to a glitch in the billing company's software there were attempts to remove funds form the client's accountI personally did not attempt to take any funds out, Nofunds were removed and the client emailed me when she noticed the attemptsI responded with apologies and regret and told her that I would look into the problem and have it resolvedThe client did not accept this response and thought it was taken too lightly, I assured her it was being taken seriously and would not let this happen againUnfortunately, the client was still not satisfied with my responseI am willing to refund this client in an attempt to satisfy herI am pleased to say no other members have problems with sending emails, are in possession of their agreements and cancel using the proper steps with no complaintsI have attached a copy of the client agreementsThe cancelation and membership details are clearly written for your reviewDesired Outcome/Settlement Attempt to satisfy consumer with refund of $Help consumer understand the regret and remorse felt for her dissatisfactionMaria C.Owner
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you very much for your attention to the issue and for your assistance toward a hasty resolution. Regards, [redacted]
On April 24, 2015 I received a phone call from the consumer demanding a refund for her monthly gym membership dues. The client stated she was not supposed to be charged because her membership was expired in March. I explained to the consumer how the membership cancelation process works and that...
the contracts continues to bill on a month-to-month basis till the cancelation letter is received. The client stated she had sent me an email and I explained that I never received one from her, I also explained that an email was not an adequate means for cancelation. If the client had truly sent out an email on April 6th it was not received. The client was at the gym for a training session on April 10th. At that time our staff would have been more than happy to explain to her the cancelation process and also give her a copy of her agreement. It is our policy to provide a copy of the agreements to members at the time of joining. The client could have at any time within the year asked for another copy if she did not receive one or misplaced it. She also could have inquired about the email she states that she sent.
The client explained to me over the phone on the 24th that she wanted a refund and I was not authorized to remove funds from her any longer. I replied to the client by explaining the steps needed to cancel her membership. I told her once I received a certified letter that her cancelation would be processed. The client was not happy with my response and told me to keep the $120.00 because I obviously needed it more than her. At that point I told the client to email me or call me if she had further questions and gave her our email address.
After receiving the cancelation request the membership was inactivated. Once a client is inactivated the billings stops and funds are no longer removed. Due to a glitch in the billing company's software there were attempts to remove funds form the client's account. I personally did not attempt to take any funds out, No. funds were removed and the client emailed me when she noticed the attempts. I responded with apologies and regret and told her that I would look into the problem and have it resolved. The client did not accept this response and thought it was taken too lightly, I assured her it was being taken seriously and would not let this happen again. Unfortunately, the client was still not satisfied with my response. I am willing to refund this client in an attempt to satisfy her. I am pleased to say no other members have problems with sending emails, are in possession of their agreements and cancel using the proper steps with no complaints. I have attached a copy of the client agreements. The cancelation and membership details are clearly written for your review.
Desired Outcome/Settlement Attempt to satisfy consumer with refund of $120.00. Help consumer understand the regret and remorse felt for her dissatisfaction.
Maria C.Owner
On April 24, I received a phone call from the consumer demanding a refund for her monthly gym membership duesThe client stated she was not supposed to be charged because her membership was expired in MarchI explained to the consumer how the membership cancelation process works and that the contracts continues to bill on a month-to-month basis till the cancelation letter is receivedThe client stated she had sent me an email and I explained that I never received one from her, I also explained that an email was not an adequate means for cancelationIf the client had truly sent out an email on April 6th it was not receivedThe client was at the gym for a training session on April 10thAt that time our staff would have been more than happy to explain to her the cancelation process and also give her a copy of her agreementIt is our policy to provide a copy of the agreements to members at the time of joiningThe client could have at any time within the year asked for another copy if she did not receive one or misplaced itShe also could have inquired about the email she states that she sentThe client explained to me over the phone on the 24th that she wanted a refund and I was not authorized to remove funds from her any longerI replied to the client by explaining the steps needed to cancel her membershipI told her once I received a certified letter that her cancelation would be processedThe client was not happy with my response and told me to keep the $because I obviously needed it more than herAt that point I told the client to email me or call me if she had further questions and gave her our email addressAfter receiving the cancelation request the membership was inactivatedOnce a client is inactivated the billings stops and funds are no longer removedDue to a glitch in the billing company's software there were attempts to remove funds form the client's accountI personally did not attempt to take any funds out, Nofunds were removed and the client emailed me when she noticed the attemptsI responded with apologies and regret and told her that I would look into the problem and have it resolvedThe client did not accept this response and thought it was taken too lightly, I assured her it was being taken seriously and would not let this happen againUnfortunately, the client was still not satisfied with my responseI am willing to refund this client in an attempt to satisfy herI am pleased to say no other members have problems with sending emails, are in possession of their agreements and cancel using the proper steps with no complaintsI have attached a copy of the client agreementsThe cancelation and membership details are clearly written for your reviewDesired Outcome/Settlement Attempt to satisfy consumer with refund of $Help consumer understand the regret and remorse felt for her dissatisfactionMaria C.Owner
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you very much for your attention to the issue and for your assistance toward a hasty resolution. Regards, [redacted]
On April 24, 2015 I received a phone call from the consumer demanding a refund for her monthly gym membership dues. The client stated she was not supposed to be charged because her membership was expired in March. I explained to the consumer how the membership cancelation process works and that...
the contracts continues to bill on a month-to-month basis till the cancelation letter is received. The client stated she had sent me an email and I explained that I never received one from her, I also explained that an email was not an adequate means for cancelation. If the client had truly sent out an email on April 6th it was not received. The client was at the gym for a training session on April 10th. At that time our staff would have been more than happy to explain to her the cancelation process and also give her a copy of her agreement. It is our policy to provide a copy of the agreements to members at the time of joining. The client could have at any time within the year asked for another copy if she did not receive one or misplaced it. She also could have inquired about the email she states that she sent.
The client explained to me over the phone on the 24th that she wanted a refund and I was not authorized to remove funds from her any longer. I replied to the client by explaining the steps needed to cancel her membership. I told her once I received a certified letter that her cancelation would be processed. The client was not happy with my response and told me to keep the $120.00 because I obviously needed it more than her. At that point I told the client to email me or call me if she had further questions and gave her our email address.
After receiving the cancelation request the membership was inactivated. Once a client is inactivated the billings stops and funds are no longer removed. Due to a glitch in the billing company's software there were attempts to remove funds form the client's account. I personally did not attempt to take any funds out, No. funds were removed and the client emailed me when she noticed the attempts. I responded with apologies and regret and told her that I would look into the problem and have it resolved. The client did not accept this response and thought it was taken too lightly, I assured her it was being taken seriously and would not let this happen again. Unfortunately, the client was still not satisfied with my response. I am willing to refund this client in an attempt to satisfy her. I am pleased to say no other members have problems with sending emails, are in possession of their agreements and cancel using the proper steps with no complaints. I have attached a copy of the client agreements. The cancelation and membership details are clearly written for your review.
Desired Outcome/Settlement Attempt to satisfy consumer with refund of $120.00. Help consumer understand the regret and remorse felt for her dissatisfaction.
Maria C.Owner