Dear ***, Thank you again for your patience while I looked into your concerns. After reviewing and comparing camp charges to payments made, we are in agreement that we will refund the additional $35.00 back to your card. I do apologize for the mix-up, please feel free to contact me directly if you have any further concerns. Sincerely,Tiffany M*** Reservations SpecialistAlaska Club East*** *** ***
Dear ***,
Thank you for your patience while I reviewed your concerns with our Executive team I'd like to apologize for any misunderstanding that may have occurred when you were at the Women's show After careful review, we have decided to cancel your membership without penalty and
will be clearing the balance
We wish you well in all your future fitness endeavors, please feel free to contact me directly if you have any further questions or concerns
Warm Regards,
Genevieve A***
Member Accounting Manager
P *** ***
Dear ***
Thank you for providing us with your feedback and I apologize for any frustration this has caused you. For first-time members of The Alaska Club, such as yourself, we do offer a Day Comfort Guarantee that allows members to cancel for any reason, upon completion
of the criteria outlined in our Addendum to Membership Agreement with 12-month Commitment.As of today, I do see that you have met the minimum visit requirement under our Day Comfort option. I will make our Cancellations Representative aware of this, we will schedule your membership cancellation on your 90th day, effective 10/1/17. This leaves September as the final month you are billed for. No need to worry about providing any further notice to our office unless it's to rescind the cancellation of your membership.If you would like to provide me any details or what was observed that prompted you to immediately want to cancel your membership, please feel free to send that information to me directly and I will forward along to the appropriate manager
Dear [redacted], I'm very sorry that you're experiencing some financial difficulties at this time. I'd like to work with you and offer an exception to extend the time required to use the membership at least 24 different days. At this time, I show you have a total of 6 visits logged on...
your account, so please be sure you are using your scan card when entering the club. We only go by your visits that are logged on your account and they are only logged with your scan card. If for some reason you do not have your scan card with you, you must ask the staff member at our Support Desk to check you in manually. This will at least help you cancel your membership without penalty and May would be your final month that you will be expected to pay for. I'm reviewing your transaction history and notice we have drafted the same amount for April and May. Your March draft was a little less because you received your first 30 days free, which included the first couple of days in March. I do understand that it may not take everyone 24 different times to use the membership before determining the membership is not the right fit for them. However, the addendum (see attached) that we have initialed and signed specify these terms and conditions as a requirement to cancel under our 90-day Comfort Guarantee.I sent you an email on 5/8/15 with most of this same information, so feel free to email or call me directly if you have any questions or if you are interested in finding out more about filing a petition for an exception due to financial hardship.Warm Regards,[redacted]Member Accounting Manager
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
Complaint: [redacted]I am rejecting this response because:
David called me once, left a rambling message, accused me seemingly random and vague impropriety, has returned zero of my three messages.
Sincerely,[redacted]
Dear [redacted],Thank you for your feedback and patience while I had a chance to review your account and the documentation we have in our system. I included a copy of the 12-month addendum form that is saved in your membership file. Within this form, you will see that our 90-Day...
Comfort guidelines are specified, offering all first-time members of The Alaska Club the right to cancel under our 90 Day Comfort Guarantee. The criteria that must be met in order to be eligible under this Guarantee are at least 24 separate days using the membership, account in good standing, and written notice to cancel submitted to our office by your 100th day of membership. I apologize if there was any misunderstanding in regards to these terms.Upon review of your membership account, between you and your family, we show a total of 20 visits were met by your 90th day of membership. Generally, exceptions are only made when a member has fallen short by 1 or 2 visits, but I am willing to make an exception and approve your request to cancel under our 90 Day Comfort Guarantee.I have notified our Cancellations Representative of this exception and any refund owed would be processed back to the same credit card within the next 7-10 business days. We at The Alaska Club wish you and your family well in all your future fitness endeavors!Sincerely,Genevieve A[redacted]Member Accounting Manager
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
Dear [redacted], Thank you for your patience while I looked into your concerns regarding camp charges. After researching the charges and payments received towards your son's camp account, I did find that we had charged you a total of $249 in camp charges that had already...
been paid for. A refund request has been submitted and you will receive a refund in the amount of $249 back to the same credit card that was charged.I'm apologize for the error and any inconvenience this may have caused. If you have any further questions in regards to your son's camp account, please feel free to contact me directly at [redacted] Sincerely, Tiffany M[redacted] Reservations SpecialistAlaska Club East[redacted]
Complaint: [redacted]I am rejecting this response because:
So to my understanding, if I didn't sign anything the front desk is supposed to have me sign in each day that I went in. With that said, I'm going to repeat myself here- I was never asked to sign in with pen and paper when I went to the gym. So you are indirectly agreeing with me in that there is no proof of record I ever came into the gym. So what does that mean? I am genuinely confused now, especially with you saying I am not financially responsible for any fees. Just my wife is then? Genevieve, am I being unclear here in any way? How is there no way to prove that I went to the gym and that between my wife and I we went more than a combined 10 times total…in 3 months of being members? I’m going to have to go to a military JAG/lawyer office for them to review this, because this is out of hand. I’ve already showed this to my co-workers, and trust me, none of them are even thinking about joining the Alaska Club any more (that’s after I was praising your establishments a few months ago).
Sincerely,[redacted]
Hello Mr. [redacted],
To help assist you and your concerns, can you please provide me with your wife's name so I can take a look at what has transpired on the account?
If for some reason we didn't receive your wife's cancellation email, if you can forward me the original sent item, that would...
be very helpful as well. My direct email is [redacted]@thealaskaclub.com.
Thank you,
Genevieve A[redacted]
Member Accounting Manager
P (907) 330-0137
Dear Mr. [redacted],
Your concerns were forwarded directly to our Membership Manager who oversees the West location, as well as our Regional Sales Manager. Our West Membership Manager, David D, will be in touch with you directly to discuss.
Thank you,
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. 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 me. Sincerely, [redacted]
Hello [redacted],
Our company offers a 5 business day window, to cancel the membership in writing, when purchasing a membership at an offsite location. I see that your membership forms includes a Notification of Right of Cancellation acknowledgement form, explaining how members can cancel...
their membership in writing within 5 business days if they have a change of heart or just decide The Alaska Club isn't the right fit for them. I included copies of your forms that we have on file.
Unfortunately, now that we're out of that 5 day window, you have an option to cancel under our 90 Day Comfort Guarantee that was covered when you called our office on 9/7/16.
This Guarantee is available to first time members of The Alaska Club, inviting members to use their memberships by meeting with one of our fitness consultants, checking in with a member-issued scan card at least 24 different days, and providing notice in writing to cancel your membership between your 90th-100th day. With all that criteria you, you are only held to paying up to your 90th day of membership.
I do apologize for any misunderstanding that may have occurred. I know a lot of information is covered with different membership options available to you.
I see that you have a Gold level membership that gains you access to all of our facilities except The Summit. I invite you to visit one of our clubs so that our desk can have your photo taken and issue you a scan card, so you can start using your membership. Your 90th day falls on 11/11/16, so you still have time to meet the criteria mentioned above.
Please feel free to contact me directly with any questions or concerns you may still have in regards to fulfilling the 90 Day Comfort Guarantee requirements, to release you from the remainder of your one year commitment through 8/11/2017.
Thank you,
Genevieve A[redacted]
Member Accounting Manager
Complaint: [redacted]I am rejecting this response because: A company representative called and left a long rambling offensive message. I called the representative back on three occasions and was not able to contact the representative. They failed to return any of my calls.Sincerely,[redacted]
Dear [redacted],
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 [redacted]I provided a copy of your membership forms with this response that shows how our 90 Day Comfort Guarantee works (page 2) and our requirement for members to initial the Guarantee, serving as acknowledgment each person understands how it works. However, I will approve an exception to cancel prior to our 90 day minimum period allowable under our one year agreements. We will process a partial refund to you, based on your last check-in dated 9/7/2017. If you are interested in sharing with me details of the negative experiences you and your family had when attending our MatSu Valley facility, I'd be very interested in listening and sharing with the appropriate club managers. Today, we have cancelled your membership effective 9/7/17 and a refund of $76.50 will be processed back your credit card.Please feel free to call or email me if you have any additional concerns.
Hello [redacted],I copied an email that was sent to you from our Collections Specialist yesterday, July 31, 2017. Please send over your medical documentation to our office so we can expedite further review. Thank...
you----------------------------------------------------------------------------S...⇄ Monday, July 31, 2017 12:27 PMTo: '[redacted]@live.com' <[redacted]@live.com>Subject: The Alaska Club / 101141Ms. [redacted],In response to your Facebook message received on Sunday July 30th disputing your 2015 personal training balance sent to Cornerstone Credit Services I’ve contacted Cornerstone directly as well as reviewed all documents associated with this account and neither CCS nor I have record of ever receiving a Doctor’s note on your behalf. Please forward any documentation you have and I will have this reviewed as soon as possible. Thank you,Lyndsay K[redacted]Collections SpecialistThe Alaska Club East5201 E Tudor Road907-330-0165[redacted]@thealaskaclub.com------------------------------------...⇄
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. Sincerely, [redacted]
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 massage. I did not receive the certificate and had to drive to go pick it up, even though I was told it was mailed June 24th. The 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 incorrect. Yes, 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 resolved. My 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 use. I think it's frustrating how a business can take people's money but not have to provide services they promise. Is there a way to place an addendum to this complaint or how can I proceed? Thank you.
Sincerely,[redacted]
Dear ***, Thank you again for your patience while I looked into your concerns. After reviewing and comparing camp charges to payments made, we are in agreement that we will refund the additional $35.00 back to your card. I do apologize for the mix-up, please feel free to contact me directly if you have any further concerns. Sincerely,Tiffany M*** Reservations SpecialistAlaska Club East*** *** ***
Dear ***,
Thank you for your patience while I reviewed your concerns with our Executive team I'd like to apologize for any misunderstanding that may have occurred when you were at the Women's show After careful review, we have decided to cancel your membership without penalty and
will be clearing the balance
We wish you well in all your future fitness endeavors, please feel free to contact me directly if you have any further questions or concerns
Warm Regards,
Genevieve A***
Member Accounting Manager
P *** ***
Dear ***
Thank you for providing us with your feedback and I apologize for any frustration this has caused you. For first-time members of The Alaska Club, such as yourself, we do offer a Day Comfort Guarantee that allows members to cancel for any reason, upon completion
of the criteria outlined in our Addendum to Membership Agreement with 12-month Commitment.As of today, I do see that you have met the minimum visit requirement under our Day Comfort option. I will make our Cancellations Representative aware of this, we will schedule your membership cancellation on your 90th day, effective 10/1/17. This leaves September as the final month you are billed for. No need to worry about providing any further notice to our office unless it's to rescind the cancellation of your membership.If you would like to provide me any details or what was observed that prompted you to immediately want to cancel your membership, please feel free to send that information to me directly and I will forward along to the appropriate manager
Dear [redacted], I'm very sorry that you're experiencing some financial difficulties at this time. I'd like to work with you and offer an exception to extend the time required to use the membership at least 24 different days. At this time, I show you have a total of 6 visits logged on...
your account, so please be sure you are using your scan card when entering the club. We only go by your visits that are logged on your account and they are only logged with your scan card. If for some reason you do not have your scan card with you, you must ask the staff member at our Support Desk to check you in manually. This will at least help you cancel your membership without penalty and May would be your final month that you will be expected to pay for. I'm reviewing your transaction history and notice we have drafted the same amount for April and May. Your March draft was a little less because you received your first 30 days free, which included the first couple of days in March. I do understand that it may not take everyone 24 different times to use the membership before determining the membership is not the right fit for them. However, the addendum (see attached) that we have initialed and signed specify these terms and conditions as a requirement to cancel under our 90-day Comfort Guarantee.I sent you an email on 5/8/15 with most of this same information, so feel free to email or call me directly if you have any questions or if you are interested in finding out more about filing a petition for an exception due to financial hardship.Warm Regards,[redacted]Member Accounting Manager
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
Complaint: [redacted]I am rejecting this response because:
David called me once, left a rambling message, accused me seemingly random and vague impropriety, has returned zero of my three messages.
Sincerely,[redacted]
Dear [redacted],Thank you for your feedback and patience while I had a chance to review your account and the documentation we have in our system. I included a copy of the 12-month addendum form that is saved in your membership file. Within this form, you will see that our 90-Day...
Comfort guidelines are specified, offering all first-time members of The Alaska Club the right to cancel under our 90 Day Comfort Guarantee. The criteria that must be met in order to be eligible under this Guarantee are at least 24 separate days using the membership, account in good standing, and written notice to cancel submitted to our office by your 100th day of membership. I apologize if there was any misunderstanding in regards to these terms.Upon review of your membership account, between you and your family, we show a total of 20 visits were met by your 90th day of membership. Generally, exceptions are only made when a member has fallen short by 1 or 2 visits, but I am willing to make an exception and approve your request to cancel under our 90 Day Comfort Guarantee.I have notified our Cancellations Representative of this exception and any refund owed would be processed back to the same credit card within the next 7-10 business days. We at The Alaska Club wish you and your family well in all your future fitness endeavors!Sincerely,Genevieve A[redacted]Member Accounting Manager
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
Dear [redacted], Thank you for your patience while I looked into your concerns regarding camp charges. After researching the charges and payments received towards your son's camp account, I did find that we had charged you a total of $249 in camp charges that had already...
been paid for. A refund request has been submitted and you will receive a refund in the amount of $249 back to the same credit card that was charged.I'm apologize for the error and any inconvenience this may have caused. If you have any further questions in regards to your son's camp account, please feel free to contact me directly at [redacted] Sincerely, Tiffany M[redacted] Reservations SpecialistAlaska Club East[redacted]
Complaint: [redacted]I am rejecting this response because:
So to my understanding, if I didn't sign anything the front desk is supposed to have me sign in each day that I went in. With that said, I'm going to repeat myself here- I was never asked to sign in with pen and paper when I went to the gym. So you are indirectly agreeing with me in that there is no proof of record I ever came into the gym. So what does that mean? I am genuinely confused now, especially with you saying I am not financially responsible for any fees. Just my wife is then? Genevieve, am I being unclear here in any way? How is there no way to prove that I went to the gym and that between my wife and I we went more than a combined 10 times total…in 3 months of being members? I’m going to have to go to a military JAG/lawyer office for them to review this, because this is out of hand. I’ve already showed this to my co-workers, and trust me, none of them are even thinking about joining the Alaska Club any more (that’s after I was praising your establishments a few months ago).
Sincerely,[redacted]
Hello Mr. [redacted],
To help assist you and your concerns, can you please provide me with your wife's name so I can take a look at what has transpired on the account?
If for some reason we didn't receive your wife's cancellation email, if you can forward me the original sent item, that would...
be very helpful as well. My direct email is [redacted]@thealaskaclub.com.
Thank you,
Genevieve A[redacted]
Member Accounting Manager
P (907) 330-0137
Dear Mr. [redacted],
Your concerns were forwarded directly to our Membership Manager who oversees the West location, as well as our Regional Sales Manager. Our West Membership Manager, David D, will be in touch with you directly to discuss.
Thank you,
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. 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 me. Sincerely, [redacted]
Hello [redacted],
Our company offers a 5 business day window, to cancel the membership in writing, when purchasing a membership at an offsite location. I see that your membership forms includes a Notification of Right of Cancellation acknowledgement form, explaining how members can cancel...
their membership in writing within 5 business days if they have a change of heart or just decide The Alaska Club isn't the right fit for them. I included copies of your forms that we have on file.
Unfortunately, now that we're out of that 5 day window, you have an option to cancel under our 90 Day Comfort Guarantee that was covered when you called our office on 9/7/16.
This Guarantee is available to first time members of The Alaska Club, inviting members to use their memberships by meeting with one of our fitness consultants, checking in with a member-issued scan card at least 24 different days, and providing notice in writing to cancel your membership between your 90th-100th day. With all that criteria you, you are only held to paying up to your 90th day of membership.
I do apologize for any misunderstanding that may have occurred. I know a lot of information is covered with different membership options available to you.
I see that you have a Gold level membership that gains you access to all of our facilities except The Summit. I invite you to visit one of our clubs so that our desk can have your photo taken and issue you a scan card, so you can start using your membership. Your 90th day falls on 11/11/16, so you still have time to meet the criteria mentioned above.
Please feel free to contact me directly with any questions or concerns you may still have in regards to fulfilling the 90 Day Comfort Guarantee requirements, to release you from the remainder of your one year commitment through 8/11/2017.
Thank you,
Genevieve A[redacted]
Member Accounting Manager
Complaint: [redacted]I am rejecting this response because: A company representative called and left a long rambling offensive message. I called the representative back on three occasions and was not able to contact the representative. They failed to return any of my calls.Sincerely,[redacted]
I have asked for further review of this complaint by a manager of our company at the Executive level and our decision still stands.
Sincerely,
Genevieve A[redacted]
Member Accounting Manager
The Alaska Club
Dear [redacted],
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 [redacted]I provided a copy of your membership forms with this response that shows how our 90 Day Comfort Guarantee works (page 2) and our requirement for members to initial the Guarantee, serving as acknowledgment each person understands how it works. However, I will approve an exception to cancel prior to our 90 day minimum period allowable under our one year agreements. We will process a partial refund to you, based on your last check-in dated 9/7/2017. If you are interested in sharing with me details of the negative experiences you and your family had when attending our MatSu Valley facility, I'd be very interested in listening and sharing with the appropriate club managers. Today, we have cancelled your membership effective 9/7/17 and a refund of $76.50 will be processed back your credit card.Please feel free to call or email me if you have any additional concerns.
Hello [redacted],I copied an email that was sent to you from our Collections Specialist yesterday, July 31, 2017. Please send over your medical documentation to our office so we can expedite further review. Thank...
you----------------------------------------------------------------------------S...⇄ Monday, July 31, 2017 12:27 PMTo: '[redacted]@live.com' <[redacted]@live.com>Subject: The Alaska Club / 101141Ms. [redacted],In response to your Facebook message received on Sunday July 30th disputing your 2015 personal training balance sent to Cornerstone Credit Services I’ve contacted Cornerstone directly as well as reviewed all documents associated with this account and neither CCS nor I have record of ever receiving a Doctor’s note on your behalf. Please forward any documentation you have and I will have this reviewed as soon as possible. Thank you,Lyndsay K[redacted]Collections SpecialistThe Alaska Club East5201 E Tudor Road907-330-0165[redacted]@thealaskaclub.com------------------------------------...⇄
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. Sincerely, [redacted]
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 massage. I did not receive the certificate and had to drive to go pick it up, even though I was told it was mailed June 24th. The 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 incorrect. Yes, 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 resolved. My 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 use. I think it's frustrating how a business can take people's money but not have to provide services they promise. Is there a way to place an addendum to this complaint or how can I proceed? Thank you.
Sincerely,[redacted]