Hi [redacted] ,Thank you for your patience while I looked into your complaint I attached copies of your original forms as a reference to the agreement between you and The Alaska Club.I see that when you purchased your membership, your employer at the time also had a Corporate account with The Alaska Club and authorized your monthly membership dues to be billed to their account At any point in time, if an employee/former employee is removed from a Corporate account, the financial responsibility is placed back in the member's hands It looks like we started billing you directly for the membership as of January 2017.Your agreement also comes with a 30-day notice in writing to start the cancellation process of your membership after fulfilling your minimum 12-month commitment Unfortunately, it doesn't appear that we received a written notice from you to cancel your account, explaining why you have continued to be charged for the membership after being removed from the Corporate account Dec2016.However, in an effort to help resolve this, I have approved to cancel and clear the outstanding balance on your account If you receive any correspondence from The Alaska Club after today, please disregardThank youGenevieve A***Member Accounting Manager
Complaint: [redacted] I am rejecting this response because: In regards to my complaint, # [redacted] , I was awaiting to get my certificate in the mail that was paid for with already for a massageI did not receive the certificate and had to drive to go pick it up, even though I was told it was mailed June 24thThe resolution was NOT a "resolution" because we were not able to rent movies or use other programs affiliated with the summer membership due to our account being incorrectYes, the movie charge was taken off our account, but it SHOULD have been because that's what we were paying for to begin with! I did not respond to the resolution because I was awaiting to see how this was going to get resolvedMy husband and I will be sure to tell our friends that it's all about The Alaska club making money, but they won't even refund for the account being messed up and us PAYING for services that we weren't able to useI think it's frustrating how a business can take people's money but not have to provide services they promiseIs there a way to place an addendum to this complaint or how can I proceed? Thank you Sincerely, [redacted]
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 meSincerely, [redacted]
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 meSincerely, [redacted] ***
Dear ***, Thank you for your feedback and I'm sorry to hear that you weren't happy with our facility and services provided For reference, I have included a copy of your membership forms, each member is provided copies which also include the monthly rate of the membership purchased We experienced are rate increase in all networks effective October 2016, so that may have contributed to the reason you were quoted a different rate at the end of September compared We have also passed along your comments with the occurrences you observed within the facility to our General Manager The Alaska Club hopes to create a great experience for new members at The Alaska Club and on behalf of our organization, I would like to extend our apologies for any misunderstanding that may have occurred when you purchased your membership and for any inconvenience it has caused We have processed your account for cancellation effective immediately without penalty and wish you and your daughter all the best in your future fitness endeavors Sincerely, Genevieve A [redacted] Member Accounting Manager
Dear Mr***,Thank you for your inquiry. Our records indicate that you purchased a membership with The Alaska Club on 10/25/with a 12-month commitment thru 10/25/2009. We received a call from you on 3/25/inquiring about both reinstating your account or
setting up a payment plan on the final balance, and that our office would be contacted within a week.Unfortunately, it doesn't appear we received a payment from you before the account was sent to collections at the end of April 2009. I would be happy to look into this further if your records reflect a payment was made between 3/25/and 4/30/to The Alaska Club.If you are interested in setting up payment arrangements towards your balance, you may contact the collection agency directly to have this setup in their system.Kind Regards,*** ***Member Accounting ManagerThe Alaska Club
Complaint: ***
I am rejecting this response because:I'm requesting a partial for full refundThat was not addressed anywhere in the responseThe fact that the contract is closer to closing on a home that it is your friendly neighborhood gym; also was ignored and unanswered forI was forced to check in 20-something times against my will; or be charged feesI was forced to fulfill months of membership dues or pay feesThat's SHROUDED under the words " comfort "COMFORT GUARANTEE - I wasn't comfortable with any of thisMy family just moved here from Texas and my husband was going into the Army due to an unexpected financial emergency We didn't have the money to pay these gym fees but we followed through with our word that we'd payWe just didn't realize at the time how much of a headache it was going to be to leave this gymHe never got ordersWe're still struggling as a large family and are forced to spend $on a gym we HATE using and only attend being forced toPlease show good customer service and at minimum give a partial refundThe government forgives debts, the banks forgive account fees when an item is bounced, God shows grace to sinnershoping this gym as at least half way as decent as one of them listed
Complaint: ***I am rejecting this response because:It is not correct amountPayments made for weeks Debit card 8/5/$ paid front office and another 8/5 $taken8/15/$lunch for second weekOn 8/11/also went in and paid $cash for second week9/24/took another from debitOwe me $and $35.00.Sincerely,*** ***
-----Original Message-----From: [email protected] [mailto:***@our-Revdex.com.com] Sent: Wednesday, June 24, 5:PMTo: *** ***Subject: Copy of Response for Revdex.com Complaint #*** Dear ***, I appreciate you taking the time out to offer your feedback, in regards to
your agreement with The Alaska Club Our Addendum to Membership Agreement with 12-month Membership Commitment reads: "My initial membership is for a 12-month term, ending on 2/21/15. Membership does not automatically terminate at the end of the 12-month term but continues on a month to month basis after the initial 12-month term, subject to cancellation as provided in the Membership Agreement and/or this Addendum.After months of the initial term, I may give my day written notice to terminate my membership with The Alaska Club. My voluntary resignation shall not be deemed effective until after the expiration of the 30-day notice period and after all required payments (dues and other charges) have been made by me to the ClubSubsequent to my voluntary resignation, I shall not be subject to any further dues or other chargesNon-use of the Club is not considered notice of cancellationWritten notice shall be sent to..." I'm sorry if there was a misunderstanding initially when you purchased your membership. Because a lot of information is covered in your initial appointment, we have our terms written in our agreements for members to review and consider, before deciding to sign and agree to our terms. Your account notes indicate that you purchased the membership specifically for your daughter and experienced some difficulties that are medical related. I understand that family comes first and these experiences may have prevented you and your family from using the membership more than you could have, when it was active. To help resolve this in an efficient manner, I am offering to clear the outstanding balance on your cancelled account Perhaps when the time is right, you may be interested in finding out the different membership options we have, and what is the better fit for you and your family's needs. Feel free to call me directly, I'd be happy to help answer any questions. Sincerely, *** ***
Dear ***,
Thank you for your patience and I do apologize for the inconvenience this has all caused you and your family Unfortunately, some steps were missed when you accepted the offer, and I have reviewed this directly with the staff member who assisted you to insure this doesn't happen
again This is typically a simple process and usually doesn't require any follow up on the member's end, but this has been a coaching opportunity for Anna who is still fairly new in our department
We have added Membership Plus to both you and your husband's account and have also reversed the DVD charge billed in error After speaking with you yesterday, I sent an email to the email address you gave me before I left for the day, so please feel free to email me directly with any additional concerns you may have or we can schedule a time during your lunch hour to discuss
Sincerely,
Genevieve A***
Member Accounting Manager
The Alaska Club
(907) 330-
Revdex.com:
I will grudgingly accept this resolution as I do not wish to spend any more effort on thisNone of my concerns have been addressed and I still maintain that I was lied to multiple times in my initial interviewThe fact that there is a leave of absence option almost makes this worse, as this was never mentioned in my recent lengthy call with costumer service where I asked about related optionsThere is no conceivable justification for this day written notice policy besides a blatant money grabIt is a lie to tell people on signing up that they can cancel at any time without mention of this policy.
Sincerely,
*** ***
Hello Mr***,Thank you for your concerns and I apologize for the frustration this has caused you Our records indicate that you initially purchased our month to month option that only requires you to submit a 60-day written notice to our office to start the cancellation process of your
membership Your notice can be submitted at any point in time of your membership, including the day that you purchased the membership Someone who purchased a year agreement is required to keep their membership through their commitment, to avoid being charged an early cancel penalty.Under Article VI, Section 1, it reads: "Member may resign from The Alaska Club by giving days advanced written notice to the Club and paying all dues or other charges outstanding Voluntary resignation shall not be deemed effective until after the expiration of the 60-day notice period and after all required payments have been made to the Club Subsequent to voluntary resignation, the member shall not be subject to any further dues or other charges Non-use of the Club is not considered notice of cancellation Written notice shall be sent to the regional club in which your home club resides."We offer a leave of absence option that is available at a reduced rate of $25/month for up to consecutive months You stated you have since moved, so I will place your membership on a leave of absence through your expiration date of 5/8/17, days from the date you initially called our office to cancel I will start this leave as of 3/1/17, applying a credit of $towards your membership for the difference Since your draft this month has cleared, the $credit will carry you through your expiration date and any remaining credit will be returned to your card.Feel free to contact me directly if you have any further questions or concerns in regards to your account. Sincerely,Genevieve A***Member Accounting Manager
***,Thank you for your email, our records indicate that a refund request was submitted for processing on 2/23/ On 3/1/17, a refund of $was processed back to your card You should see the return within the next 1-business days I apologize for any inconvenience and
frustration this caused you. Kind Regards,Genevieve A***Member Accounting Manager
Dear ***,
Thank you for addressing your concerns and I'm sorry to hear that you're experiencing a financial hardship at this time
I'd be happy to offer an exception to place your membership on a leave of absence through the end of your commitment date, at a reduced rate of
$25/month. You wouldn't have access to use the membership, but it would help to at least reduce the monthly cost you're paying until your membership expires
We have already closed our July billing cycle, so a credit for July will post towards your membership account. Any remaining credit after your membership expires on 8/31/would then be refunded back to the card on file
If your situation changes and you decide you want to keep your membership before it expires, feel free to contact me directly and we can help reinstate the membership for you
Sincerely,
Genevieve A***
Member Accounting Manager
P (907) 330-
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Dear ***,
Thank you for your response and I apologize for any disconnect that occurred from the time you accepted our Summer Leisure offer to the time you submitted your 30-day notice to cancel Unfortunately, I assumed that you were satisfied with our response that was sent on 6/24, as I didn't receive a reply through the website or to my direct email
I understand a mishap occurred with your massage certificate not being received in the mail and having to pick it up from our office made for an inconvenience With your cancel notice provided to our office on 6/11, your family membership cancelled effective 7/11/16, so you would not have had access to use the membership after that point, without notifying our office in writing that you wanted to continue your membership
Due to this misunderstanding, if either of you have any interest at this point in using the facilities, I have reactivated your family membership today at no cost with free Membership Plus benefits added to both you and your husband's accounts You won't need to worry about notifying our office to cancel the account, the membership will automatically expire on 8/25/16.
Kind Regards,
Genevieve A***
Member Accounting Manager
Office (907) 330-
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Dear ***,
Thank you so much for addressing your concerns! In regards to your account statements, our records indicate the Paperless statement option was selected on your Agreement for Payment form that was submitted, so statements would not have been mailed out to you When someone
opts for this paperless statement group, they are agreeing to view their monthly statement by accessing their online account each month
Our auto draft file is submitted electronically each month and for all drafts that are not successful, we send an auto dial to the phone number on file around the 10th of every month and mail out notification letters as well If the balance rolls over into a past due status, our office generates a list of these accounts and attempt to reach out to each member Essentially, if we have a valid phone number and address, each member should be contacted at least twice each month if their draft is unsuccessful
Again, my apologies for any misinformation given during your conversation in January I understand that another representative has communicated to you recently that we have since cleared the balance on your cancelled account
Sincerely,
Genevieve A***
Member Accounting Manager
To Whom It May Concern:
Our Membership Manager has attempted to reach out to Mr*** to discuss with him directly our guest policy
Thank you
Genevieve A***
Member Accounting Manager
Hello ***,
Thank you for your concerns and comments I have attached email communication that I have had with your wife, as well as a copy of the membership forms that our office has the responsibility of enforcing
Our first communication with your wife was on 9/2, in response to an email
she sent on 8/31/ You will see that we have processed your membership to cancel, based on your wife's request sent on 9/6/16, stating "Check into whatever you need toI want to cancel today (09/06/2016) regardless of whether I have to pay a fee to cancel or not." Our Cancellations representative has processed this request as your day notice to cancel, with an early cancel fee scheduled to be charged next month
Our management office was willing to go out of policy and count the visits on our guest register towards the visit requirement written in our Day Comfort Guarantee, found on the Addendum to Membership Agreement with 12-month Membership Commitment However, we have not received any further communication from *** with the information management requested, to move forward with this review process
In fairness to all members who have not been allowed this same exception, an exception to cancel under our Day Comfort Guarantee without having met the visit requirement, is not approved
Feel free to email or contact me directly with any further questions or concerns regarding this account and I apologize for any frustration this may have caused you both
Thank you
Genevieve A***
Member Accounting Manager
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
Hi [redacted] ,Thank you for your patience while I looked into your complaint I attached copies of your original forms as a reference to the agreement between you and The Alaska Club.I see that when you purchased your membership, your employer at the time also had a Corporate account with The Alaska Club and authorized your monthly membership dues to be billed to their account At any point in time, if an employee/former employee is removed from a Corporate account, the financial responsibility is placed back in the member's hands It looks like we started billing you directly for the membership as of January 2017.Your agreement also comes with a 30-day notice in writing to start the cancellation process of your membership after fulfilling your minimum 12-month commitment Unfortunately, it doesn't appear that we received a written notice from you to cancel your account, explaining why you have continued to be charged for the membership after being removed from the Corporate account Dec2016.However, in an effort to help resolve this, I have approved to cancel and clear the outstanding balance on your account If you receive any correspondence from The Alaska Club after today, please disregardThank youGenevieve A***Member Accounting Manager
Complaint: [redacted] I am rejecting this response because: In regards to my complaint, # [redacted] , I was awaiting to get my certificate in the mail that was paid for with already for a massageI did not receive the certificate and had to drive to go pick it up, even though I was told it was mailed June 24thThe resolution was NOT a "resolution" because we were not able to rent movies or use other programs affiliated with the summer membership due to our account being incorrectYes, the movie charge was taken off our account, but it SHOULD have been because that's what we were paying for to begin with! I did not respond to the resolution because I was awaiting to see how this was going to get resolvedMy husband and I will be sure to tell our friends that it's all about The Alaska club making money, but they won't even refund for the account being messed up and us PAYING for services that we weren't able to useI think it's frustrating how a business can take people's money but not have to provide services they promiseIs there a way to place an addendum to this complaint or how can I proceed? Thank you Sincerely, [redacted]
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 meSincerely, [redacted]
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 meSincerely, [redacted] ***
Dear ***, Thank you for your feedback and I'm sorry to hear that you weren't happy with our facility and services provided For reference, I have included a copy of your membership forms, each member is provided copies which also include the monthly rate of the membership purchased We experienced are rate increase in all networks effective October 2016, so that may have contributed to the reason you were quoted a different rate at the end of September compared We have also passed along your comments with the occurrences you observed within the facility to our General Manager The Alaska Club hopes to create a great experience for new members at The Alaska Club and on behalf of our organization, I would like to extend our apologies for any misunderstanding that may have occurred when you purchased your membership and for any inconvenience it has caused We have processed your account for cancellation effective immediately without penalty and wish you and your daughter all the best in your future fitness endeavors Sincerely, Genevieve A [redacted] Member Accounting Manager
Dear Mr***,Thank you for your inquiry. Our records indicate that you purchased a membership with The Alaska Club on 10/25/with a 12-month commitment thru 10/25/2009. We received a call from you on 3/25/inquiring about both reinstating your account or
setting up a payment plan on the final balance, and that our office would be contacted within a week.Unfortunately, it doesn't appear we received a payment from you before the account was sent to collections at the end of April 2009. I would be happy to look into this further if your records reflect a payment was made between 3/25/and 4/30/to The Alaska Club.If you are interested in setting up payment arrangements towards your balance, you may contact the collection agency directly to have this setup in their system.Kind Regards,*** ***Member Accounting ManagerThe Alaska Club
Complaint: ***
I am rejecting this response because:I'm requesting a partial for full refundThat was not addressed anywhere in the responseThe fact that the contract is closer to closing on a home that it is your friendly neighborhood gym; also was ignored and unanswered forI was forced to check in 20-something times against my will; or be charged feesI was forced to fulfill months of membership dues or pay feesThat's SHROUDED under the words " comfort "COMFORT GUARANTEE - I wasn't comfortable with any of thisMy family just moved here from Texas and my husband was going into the Army due to an unexpected financial emergency We didn't have the money to pay these gym fees but we followed through with our word that we'd payWe just didn't realize at the time how much of a headache it was going to be to leave this gymHe never got ordersWe're still struggling as a large family and are forced to spend $on a gym we HATE using and only attend being forced toPlease show good customer service and at minimum give a partial refundThe government forgives debts, the banks forgive account fees when an item is bounced, God shows grace to sinnershoping this gym as at least half way as decent as one of them listed
Complaint: ***I am rejecting this response because:It is not correct amountPayments made for weeks Debit card 8/5/$ paid front office and another 8/5 $taken8/15/$lunch for second weekOn 8/11/also went in and paid $cash for second week9/24/took another from debitOwe me $and $35.00.Sincerely,*** ***
-----Original Message-----From: [email protected] [mailto:***@our-Revdex.com.com] Sent: Wednesday, June 24, 5:PMTo: *** ***Subject: Copy of Response for Revdex.com Complaint #*** Dear ***, I appreciate you taking the time out to offer your feedback, in regards to
your agreement with The Alaska Club Our Addendum to Membership Agreement with 12-month Membership Commitment reads: "My initial membership is for a 12-month term, ending on 2/21/15. Membership does not automatically terminate at the end of the 12-month term but continues on a month to month basis after the initial 12-month term, subject to cancellation as provided in the Membership Agreement and/or this Addendum.After months of the initial term, I may give my day written notice to terminate my membership with The Alaska Club. My voluntary resignation shall not be deemed effective until after the expiration of the 30-day notice period and after all required payments (dues and other charges) have been made by me to the ClubSubsequent to my voluntary resignation, I shall not be subject to any further dues or other chargesNon-use of the Club is not considered notice of cancellationWritten notice shall be sent to..." I'm sorry if there was a misunderstanding initially when you purchased your membership. Because a lot of information is covered in your initial appointment, we have our terms written in our agreements for members to review and consider, before deciding to sign and agree to our terms. Your account notes indicate that you purchased the membership specifically for your daughter and experienced some difficulties that are medical related. I understand that family comes first and these experiences may have prevented you and your family from using the membership more than you could have, when it was active. To help resolve this in an efficient manner, I am offering to clear the outstanding balance on your cancelled account Perhaps when the time is right, you may be interested in finding out the different membership options we have, and what is the better fit for you and your family's needs. Feel free to call me directly, I'd be happy to help answer any questions. Sincerely, *** ***
Dear ***,
Thank you for your patience and I do apologize for the inconvenience this has all caused you and your family Unfortunately, some steps were missed when you accepted the offer, and I have reviewed this directly with the staff member who assisted you to insure this doesn't happen
again This is typically a simple process and usually doesn't require any follow up on the member's end, but this has been a coaching opportunity for Anna who is still fairly new in our department
We have added Membership Plus to both you and your husband's account and have also reversed the DVD charge billed in error After speaking with you yesterday, I sent an email to the email address you gave me before I left for the day, so please feel free to email me directly with any additional concerns you may have or we can schedule a time during your lunch hour to discuss
Sincerely,
Genevieve A***
Member Accounting Manager
The Alaska Club
(907) 330-
Revdex.com:
I will grudgingly accept this resolution as I do not wish to spend any more effort on thisNone of my concerns have been addressed and I still maintain that I was lied to multiple times in my initial interviewThe fact that there is a leave of absence option almost makes this worse, as this was never mentioned in my recent lengthy call with costumer service where I asked about related optionsThere is no conceivable justification for this day written notice policy besides a blatant money grabIt is a lie to tell people on signing up that they can cancel at any time without mention of this policy.
Sincerely,
*** ***
Hello Mr***,Thank you for your concerns and I apologize for the frustration this has caused you Our records indicate that you initially purchased our month to month option that only requires you to submit a 60-day written notice to our office to start the cancellation process of your
membership Your notice can be submitted at any point in time of your membership, including the day that you purchased the membership Someone who purchased a year agreement is required to keep their membership through their commitment, to avoid being charged an early cancel penalty.Under Article VI, Section 1, it reads: "Member may resign from The Alaska Club by giving days advanced written notice to the Club and paying all dues or other charges outstanding Voluntary resignation shall not be deemed effective until after the expiration of the 60-day notice period and after all required payments have been made to the Club Subsequent to voluntary resignation, the member shall not be subject to any further dues or other charges Non-use of the Club is not considered notice of cancellation Written notice shall be sent to the regional club in which your home club resides."We offer a leave of absence option that is available at a reduced rate of $25/month for up to consecutive months You stated you have since moved, so I will place your membership on a leave of absence through your expiration date of 5/8/17, days from the date you initially called our office to cancel I will start this leave as of 3/1/17, applying a credit of $towards your membership for the difference Since your draft this month has cleared, the $credit will carry you through your expiration date and any remaining credit will be returned to your card.Feel free to contact me directly if you have any further questions or concerns in regards to your account. Sincerely,Genevieve A***Member Accounting Manager
***,Thank you for your email, our records indicate that a refund request was submitted for processing on 2/23/ On 3/1/17, a refund of $was processed back to your card You should see the return within the next 1-business days I apologize for any inconvenience and
frustration this caused you. Kind Regards,Genevieve A***Member Accounting Manager
Dear ***,
Thank you for addressing your concerns and I'm sorry to hear that you're experiencing a financial hardship at this time
I'd be happy to offer an exception to place your membership on a leave of absence through the end of your commitment date, at a reduced rate of
$25/month. You wouldn't have access to use the membership, but it would help to at least reduce the monthly cost you're paying until your membership expires
We have already closed our July billing cycle, so a credit for July will post towards your membership account. Any remaining credit after your membership expires on 8/31/would then be refunded back to the card on file
If your situation changes and you decide you want to keep your membership before it expires, feel free to contact me directly and we can help reinstate the membership for you
Sincerely,
Genevieve A***
Member Accounting Manager
P (907) 330-
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Dear ***,
Thank you for your response and I apologize for any disconnect that occurred from the time you accepted our Summer Leisure offer to the time you submitted your 30-day notice to cancel Unfortunately, I assumed that you were satisfied with our response that was sent on 6/24, as I didn't receive a reply through the website or to my direct email
I understand a mishap occurred with your massage certificate not being received in the mail and having to pick it up from our office made for an inconvenience With your cancel notice provided to our office on 6/11, your family membership cancelled effective 7/11/16, so you would not have had access to use the membership after that point, without notifying our office in writing that you wanted to continue your membership
Due to this misunderstanding, if either of you have any interest at this point in using the facilities, I have reactivated your family membership today at no cost with free Membership Plus benefits added to both you and your husband's accounts You won't need to worry about notifying our office to cancel the account, the membership will automatically expire on 8/25/16.
Kind Regards,
Genevieve A***
Member Accounting Manager
Office (907) 330-
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Dear ***,
Thank you so much for addressing your concerns! In regards to your account statements, our records indicate the Paperless statement option was selected on your Agreement for Payment form that was submitted, so statements would not have been mailed out to you When someone
opts for this paperless statement group, they are agreeing to view their monthly statement by accessing their online account each month
Our auto draft file is submitted electronically each month and for all drafts that are not successful, we send an auto dial to the phone number on file around the 10th of every month and mail out notification letters as well If the balance rolls over into a past due status, our office generates a list of these accounts and attempt to reach out to each member Essentially, if we have a valid phone number and address, each member should be contacted at least twice each month if their draft is unsuccessful
Again, my apologies for any misinformation given during your conversation in January I understand that another representative has communicated to you recently that we have since cleared the balance on your cancelled account
Sincerely,
Genevieve A***
Member Accounting Manager
To Whom It May Concern:
Our Membership Manager has attempted to reach out to Mr*** to discuss with him directly our guest policy
Thank you
Genevieve A***
Member Accounting Manager
Hello ***,
Thank you for your concerns and comments I have attached email communication that I have had with your wife, as well as a copy of the membership forms that our office has the responsibility of enforcing
Our first communication with your wife was on 9/2, in response to an email
she sent on 8/31/ You will see that we have processed your membership to cancel, based on your wife's request sent on 9/6/16, stating "Check into whatever you need toI want to cancel today (09/06/2016) regardless of whether I have to pay a fee to cancel or not." Our Cancellations representative has processed this request as your day notice to cancel, with an early cancel fee scheduled to be charged next month
Our management office was willing to go out of policy and count the visits on our guest register towards the visit requirement written in our Day Comfort Guarantee, found on the Addendum to Membership Agreement with 12-month Membership Commitment However, we have not received any further communication from *** with the information management requested, to move forward with this review process
In fairness to all members who have not been allowed this same exception, an exception to cancel under our Day Comfort Guarantee without having met the visit requirement, is not approved
Feel free to email or contact me directly with any further questions or concerns regarding this account and I apologize for any frustration this may have caused you both
Thank you
Genevieve A***
Member Accounting Manager
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***