Krav Maga Worldwide Regional Training Center

Complaint: [redacted] I am rejecting this response because:I signed this contract under duressI took one classThey are asking for $Im not going to give themmoney for services not takenThe "clause" they have on their contract is unethical and a way to take money they have not earned Regards, [redacted]

Ms*** signed her contract on 1/28/13. She did call and leave a voice mail on Saturday, 3/7/stating that she is not a member and had only came in for a free trial class and had not come in again after that. However, Ms*** states in her complaint that she did
come in for a class and that she realized she did sign a membership contract. We show in our database that in addition to the free trial class she took on 1/28/she did come back in and take a class on 2/4/13. The billing company, American Payment Services, attempted to contact Ms. *** by phone messages and emails on 3/8/13, 6/14/13, 7/10/and 9/13/and at no time did they receive a response. An email was sent to Ms*** on 3/11/with copies of her signed contract, and other documents pertaining to her contract. The contract states in the bottom right corner directly next to where the member signs their name that “Non-use of the Center’s facilities does not relieve you from your payment obligations”. In addition to this there is a membership understanding page which accompanies the contract that the member initials understanding that childcare is not offered. All contracts have a day right of recision as well. To maintain a certain level of business etiquette we do hold each member accountable to the terms of their contract that they sign. Ms***’ balance is $1716 and we are willing to accept a settlement if Ms*** would like to propose one.All documents are attached

First of all we want to thank Mr*** for his service. We have many members as well as staff who have or are currently serve our country. Mr*** did sign a month membership agreement on November 9, 2013. All membership agreements become a month to
month membership until cancelled by the member following the proper cancelation procedures found on the membership contract as well as the membership understanding that is initialed by the member at the point of sale. Mr*** will need to send in his cancellation letter by following the procedures found on the back of the membership agreementAn email from our member service department was also sent on November 13, explaining the cancellation policies and procedures. By sending in his PCS orders with the cancellation letter there will not be a 30 day notice required. This is a special clause in our membership agreement for our military members who receive PCS orders. We do not consider this a complaint since it seems that Mr*** does not want to follow the procedure of sending in his cancellation notification as stated on both the membership agreement and membership understanding as well as signed and initialed by Mr. ***. Once the cancellation letter and PCS orders are received the membership will be immediately cancelled therefor we consider this matter to be closed. We will not divert from our policies and procedures that all members must follow and have for the past years

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to me as I will be getting a MD note for them to cancel my membershipIn regards to the comment of me slandering them that is not soI was staing my opinions on what I see and facts that I know about their companyTo threaten me for bringing to light issues this company has is very unprofessional and not good customer service etiquetteAgain this company needs a lot of fixing and will no longer have my business once I'm done.
Regards,
*** ***

In response to Ms***’ Revdex.com complaint we would like to first address the business issue at hand. The medical cancellation policy on the back of the contract signed by Ms*** reads that if the member sustains an injury which impairs the physical and/or mental ability
of a member to exercise for the remainder of the member’s life then the contract can be cancelled provided the member provide a letter from their MD of such. In addition to the contract Ms*** initialed on the Membership Memorandum of Understating under Cancellation/Terms of Contract that she understood line #which reads I understand that no cancellation will be accepted until the full term has been met or a valid letter from a medical doctor stating that I am permanently disabled from any exercise program in the future All of our members sign the same contract and membership understanding and to maintain a certain level of business etiquette, are held to the same contract obligations. Ms*** did send in a medical cancellation letter on 1/14/However the letter sent was from a MSPT and not a Medical Doctor (MD). In the letter submitted from the MSPT it does mention a referring physician. In order for her membership contract to be cancelled all Ms*** needs to provide a letter from her Medical Doctor that reads she is unable to participate in any type of physical activity now and inthe future. Once this is submitted we will be happy to cancel the membership as the medical cancellation requirement will be met.The basis of Ms***’ complaint is the fact that she does not qualify for a medical cancellation based on the information she has provided. However there are a lot of opinionated statements about the business and our practices. The personal threat made against the business is not taken lightly. If these threats are followed through by Ms*** we will have no other option to pursue legal action as these are her personal opinions and are slanderous to the business.We have attached the membership contract, membership understanding, cancellation letter and letter from her MSPT

Ms. [redacted]’ medical letter from her Primary Care Physician requesting that her membership be cancelled was received on January 26, 2016 (see attached). According to the membership agreement that Ms. [redacted]’ signed (see attached), in order to qualify for a medical cancellation, the member must...

submit a letter from an M.D. stating that they can no longer participate in any exercise program due to permanent disability.  The letter that was submitted did not meet this requirement.  Additionally, the letter is also not on the physician’s letterhead.  Unfortunately, we have members falsify documents in an attempt to cancel their contracts when they do not meet the requirements.  We are not saying that this is the case with Ms. [redacted], but we will need to have her letter on official letterhead as we do all other medical cancellation letters.  We have gone above normal procedures and reached out to Dr. [redacted] office to confirm the letter but have not heard back.  Due to the fact that Ms. [redacted]’ letter did not meet the medical cancellation criteria stated on the membership contract she was offered a downgrade to the fitness program which offers a range of low impact fitness classes.  Ms. [redacted]’ was aware of her condition when she joined the training center in August 2015 and understood the classes that fell under the membership plan she chose so we are a little confused as to why this is now an issue. We will certainly grant the cancellation request once a letter is submitted meeting the medical cancellation criteria stated above as well as in the membership contract.

Ms. [redacted] cancellation letter was received along with the letter from her Medical Doctor. The contract signed states “If you die or become permanently disabled, you or your estate may cancel this Agreement and receive a partial refund of your unused membership fee. Permanent disability means an...

injury which impairs the physical and/or mental ability of a member to exercise for the remainder of the member’s life…to cancel this agreement based on permanent disability, you must provide letters from two (2) different physicians, i.e. M.D.’s licensed to practice medicine by the Texas Medical Board stating that you are permanently disabled, according to the definition of permanent disability as set forth herin” (see attached contract). Ms. [redacted] diagnosis letter from her M.D. does not state permanent disability, not being able to exercise now or in the future. But does state that she may not life anything over 30 pounds or do crossfit training. (see attached letter) We offer group fitness classes where the instructors are trained to offer help and modifications for each member if needed, but the member chooses his or her weight accordingly. Additionally, Ms. [redacted] letter from her M.D. also states hamstring stretching and extension stretching for lumbar spine, quad strengthening. One of the classes offered at STW is PSR/Stretching/Yoga. This is a class where yoga and stretching are performed which is a recommendation from Ms. [redacted] M.D. Both training centers also offer an open gym area with cardio equipment, free weights and machines that can be used as well. Ms. [redacted] membership will not be cancelled at this time. However, if she submits a letter from her M.D. stating that she can no longer perform any exercise now or in the future we can review and consider this for cancellation.

Complaint: [redacted]
I am rejecting this response because:Again. I did not sign up to take Yoga.   I did not sign up for a membership to stretch.  I tried every modification I could do in the classes and I was still in severe pain and unable to do most activities.  I am doing physical therapy now.  I do not have time to also come to your gym to stretch.   I would never be able to attend a 6pm class.  I work from 8:30 to 6.  So I am not sure what part of this is confusing you.  I am simply unable to participate in your classes and you are being completely ridiculous trying to hold me to a contract.  As you are well aware already, because I notified you prior to signing the contract, I am moving in August.  So again, I have to do physical therapy in the meantime and will be unable to also come to your gym to stretch. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I did not join Krav Maga to take a weekly yoga class in the middle of the day nor did I leave a gym just to sign up for a small area open gym at your facilities.   I am extremely busy with work and was not seeing results with a regular gym so I jpined your facility for the high intensity classes you offer.  I have to take physical therapy, that I pay for.  I cannot go to physical therapy then randomly come to your open area of your gym just to appease your contractual obligations.   Again, I am not trying to just get out of my contract,  I CAN'T DO IT ANYMORE.  And I find it morally corrupt of your company to hold me to my contract because I can "take a yoga class".  
Regards,
[redacted]

Ms. [redacted]’ contract draft date is on the 1st of each month.  The February 1, 2015 credit card draft declined and she changed her draft to her checking account and the late fee was waived as a courtesy.  The March 1, 2015 bank draft was returned so payment was attempted...

again on March 13, 2015.  We received the February payment bank draft return on March 17, 2015 and the attempt to collect payment for theFebruary dues was tried on March 27, 2015. This attempt included the late fee since it was returned a second time.  Please see the back of the membership contract signed by Ms. [redacted] under the “Late Payment and Default” section it states “We reserve the right to redraft any past dues amount and/or service fees at any time without prior notice to you.” Both $89 drafts in March were for payments owed in February and March therefore a refund will not be issued. Please see attached contract as well as the draft history and notes on the account.

We do not consider Ms. [redacted] complaint valid. The member service department received an email on May 15, 2017 requesting cancellation due to time restrictions as well as lack of transportation. An email reply was sent on May 16, 2017 with details regarding conditions in which cancellations are...

accepted. (Emails attached) The only email received was requesting cancellation and did not request a freeze as well. The contract signed by Ms. [redacted] (attached) not only states the conditions for cancellation but also that non-use of the center’s facilities does not relieve the member from their payment obligations. Ms. [redacted] spoke with American Payment Services on June 21, 2017 stating she mailed in cancellation documents, which we do not show record of receiving. Additionally, APS gave Ms. [redacted] the cancellation qualifications once again letting her know that she did not currently qualify for cancellation under the terms of her agreement. Ms. [redacted] membership will not be cancelled due to the fact that she signed four times and initialed 14 times agreeing to the terms, policies and procedures. We consider this matter closed.

Ms. [redacted] emailed Member Service requesting a relocation cancellation on Friday, August 7, 2015. On Monday, August 10, 2015 a response was returned with a copy of the back of her contract directing her to the relocation section of the contract.  According to the contract proof...

of relocation must be mailed with the cancellation letter as well as a $50 relocation fee.  (Emails and contract attached)Ms. [redacted]’s cancellation letter was received on August 17, 2015 stating that she would like her membership cancelled due to a met contract obligation and not requesting cancellation due to relocation. According to her contract, the obligation term would not be met until April 2016 and a cancellation denial letter was mailed on 8/19/15 stating this.  (Cancellation letter and contract attached)Another email was sent to Member Service stating that Ms. [redacted] sent in the certified letter and was still charged.  She also stated that she requested the charges reversed.  The cancellation policy was emailed to Ms. [redacted] again and she stated that she had moved as well as sent in a letter of cancellation.  An explanation of why the cancellation was denied was sent in response from Member Service on Friday, October 2, 2015. (Emails and contract attached)On October 8, 2015 a letter with the required relocation cancellation proof was received.  All contracts state that there is a 30 day cancellation fee and cancellation takes effect 30 days from postmark date on certified letter after next draft date.   The last draft date on Ms. [redacted]’s membership was 10/15/15.  The relocation fee was not sent in with the letter and Ms. [redacted] was contacted through email on October 14, 2015 requesting the fee.  Ms. [redacted] responded today, October 15, 2015 that the fee could be drafted. (See attached email)We will not be issuing a refund for the October membership dues or the $50 relocation fee due to the contract policy and procedures are clearly stated in the contract as well as emailed to Ms. [redacted] on twodifferent occasions. We consider this matter closed.

Complaint: [redacted]
I am rejecting this response because:I signed this contract under duress. I took one class. They are asking for $1700. Im not going to give themmoney for services not taken. The "clause" they have on their contract is unethical and a way to take money they have not earned. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: yes I initially did sign my contract yes but if I'm not able to get to the gym from where I'm at without transportation why can't I cancel my membership. Why should I pay for a gym membership that I'm not even using. I fully understand the terms that I agreed upon but that was when I had a reliable car to take me back and forth now I don't. You're holding on to me for what why can't you understand that I'm struggling I'm not working anymore more and you guess are charging me for something I'm not physically using. It is very upsetting that you guess want to take money out my pocket when I don't have any money to give. I find this very inappropriate as a business. I'm not the only one that is having this problem with you guess and it says a lot about your business. I shall not pay a dime for a gym membership I have not be using for months I shall not. 
Regards,
[redacted]

We are a little confused and are not trying to be difficult as we do want to assist Ms. [redacted] and help her in her recovery. According to the letter, Ms. [redacted]'s MD recommends no lifting in excess of 30 pounds, no strenuous exercise and does recommend stretching. We have the types of classes Ms. [redacted] can take and trainers on staff to help set up a program that would benefit. The yoga class offered is not in the middle of the day, but at 6 o'clock in the evening. We also offer a wide range of other classes in where our instructors do give low impact modifications for many of our members. Due to this we will not be cancelling Ms. [redacted]'s membership.