Kids Club Fun & Fitness

Complaint: [redacted] I am rejecting this response because: If I am unable to access a way to cancel it online and you won't take a cancellation over the phone that is not very fairI did try to submit it online and it didn't go throughI thought it was because of the spotty phone and internet I was having on location but when I went online after our last conversation and tried to submit the form it didn't go through either until my 4th attemptIf your system does not work for the customer to use for cancellation then how is a customer supposed to adhere to your rulesI tried to submit before the next billing cycle and the online system failed to workI did my part by submitting the online forms before the billing cycle but your online system was not workingI did everything on my part to cancel it and it didn't work due to your system so I want a refundI have no use for a creditI do not live in your area, we drive over a half hour just to get there for swim class, and after this kind of customer service if you do not refund me then I never want to come back to this establishment Sincerely,

We have a very clear cancellation policy here, regarding our classesIf a customer is on autobill with us and wants to cancel their class they need to have a drop form submitted to us by the 12th of the month that they want to be cancelled for (ie: want to be cancelled for end of May, must have
cancellation in by May 12th)On 5/19/I recieved a call, from said patron, about returning June's dues back to her credit cardI stated to her that our policy asks that we have a cancellation in by the 12th, three days prior to billing, in order to cease any further chargesShe stated that she had tried to submit a cancellation form but was unable to access the internetShe also explained that she had tried to do this well before the 12thI asked her if she was unable to access the internet the following day to try and resubmit her drop form and she went on to explain that she had left out of town to an area with no internet connection or cell phone receptionWhen she called on Tuesday, 5/19/15, to ask for June's dues to be refunded back to her credit card I clearly explained company policy and what we could do for herI explained that dues were drafted on the 15th and in order to avoid future billing that we needed to have that cancellation submitted by the 12thI told her that because of that I could not refund her money back to her credit card but that I would be more than happy to place that amount on her family credit to be used in the club at a later dateEvery person that is on autobill with us must sign a form agreeing to allow us to charge their card each month on the 15thIt also clearly states that cancellations must be submitted by the 12th in order to avoid any future billingAttached is said patron's signed paperwork.***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey refunded me the money which I greatly appreciate since their system was not working
Sincerely,

Complaint: [redacted]
I am rejecting this response because: If I am unable to access a way to cancel it online and you won't take a cancellation over the phone that is not very fair. I did try to submit it online and it didn't go through. I thought it was because of the spotty phone and internet I was having on location but when I went online after our last conversation and tried to submit the form it didn't go through either until my 4th attempt. If your system does not work for the customer to use for cancellation then how is a customer supposed to adhere to your rules. I tried to submit before the next billing cycle and the online system failed to work. I did my part by submitting the online forms before the billing cycle but your online system was not working. I did everything on my part to cancel it and it didn't work due to your system so I want a refund. I have no use for a credit. I do not live in your area, we drive over a half hour just to get there for swim class, and after this kind of customer service if you do not refund me then I never want to come back to this establishment.
Sincerely,

Resolved. Money was returned to credit card.