While we regret that *** *** is not satisfied with our polices, but we have no indication on our end that *** *** ever properly canceled. While we do not have a cooperate phone number, I do see that he made a payment for past due over the phone with
the facility on August 8th. We have been unable to collect payment since that time. Both our Call Center and the gym have attempted to reach him multiple times. When we were able to reach him, we explained in detail how our cancellation policy works and informed him we would not be able to cancel the account until the balance was paid and proper procedures were followedAll of this is explained fully in his membership agreement which can be provided to him if necessary Sincerely, *** ***
*** ***
*** ***
***
Revdex.com:I have been contacted by the company and everything has been taken care of and wish for my complaint to be finalized and taken down thank you
Regards,
*** ***
I have reviewed Ms* *** account and do see where she spoke with one of our employees in the Call Center. Per the notes that employee left on her account, she did agree it would be better to continue with the monthly payments rather than pay the Buyout Fee. The employees notes state
that the member was told the membership would continue on a month to month basis after the contract was up and that she could cancel at any time after August without being liable for the Buyout Fee The issue is that our memberships are not based on attendance as many of our members work out schedules vary greatly. The Buyout Fee, Cancel policy, Annual Fee and the fact that contract memberships will roll into month to month memberships are all explained fully in our membership agreements. In fact, we ask that the member initial next to each of these Terms and Conditions acknowledging that they read and understood the TermsI would be happy to provide MsGarza with a copy of her agreement if she would like The fee of $is our once a year annual fee and is also explained fully in the membership agreement The account will remain active until the balance is paid (we have not received payment since September), member follows all cancel policies, including going in person to cancel or sending a certified letter days prior to the next upcoming draft. Unfortunately, I will not be able to obtain approval for any type of refund due to Freedom Fitness not being at fault, as well as there being a balance on the account Sincerely, *** *** Customer Care Freedom Fitness ***
Upon review of Mr***'s account, I see no indication that he cancelled his membership. We have several steps in place to leave a clear record of a members attempt to cancel. None of those steps appear to have been done, including the fact that we do not have the cancel form on file
and Mr*** does not have a copy either. As stated in the membership agreement, all members who cancel are given a copy of the form and are advised to retain the form in their personal records. In July of he did email us regarding how to go about canceling his account and we replied with the full cancellation policy. Sincerely, *** *** Customer Care Freedom Fitness [email protected]
The "refund will be given to canceled accounts if it is more than $200" that
Mr*** is referring to actually reads as
" Prepaid membership may be canceled due to
relocation, disability or deathProof will be required for a refundRefunds
will be given when the prepaid,
unused portion is equal or greater than two
hundred dollars." This is referring only to our Paid
In Full memberships, when a member purchases a year membership in advance and is
not on our auto draft. Mr***' membership is via auto draft.In July when Mr***' membership became past due, our Call Center called
him to assist and he told us that he was in the process of moving and would be
in to take care of the balance soon. We notated his account of thisAfter
that, over the course of the next three months we tried contacting him via phone
and email different times and were unable to reach him and never received a
call back. It was at this time the members account was Returned for
Collection. Our Collections Department spoke with him and told him that we do
not ever bill our members a balance; everything is taken care of in-houseHis membership agreement explains fully the Terms and Conditions related to
cancellation. Mr*** signed up online which means the membership could not
have been created unless he clicked the box marked Terms and Conditions. By
clicking that box, it is an acknowledgement that he is aware of the rules and
policies.Yes, there was a note on the account that Mr*** was moving, but it was
our Call Center who called him so Mr*** was already past due and was
informed at that time on how to cancel, that the membership would remain active,
regardless of attendance, and that the balance would continue to accrue until
the balance was paid and all cancel procedures were properly followed.Sincerely,***
***Customer
CareFreedom
Fitness***
Part of the multiple steps to cancel a membership are the notes. It is the fundamental first lesson each employee is taught. We leave a note on each members account every time they make a payment, have a complaint or suggestion, tan, update billing, upgrade or downgrade an account, cancel a membership etcetera. We then leave a second note when the paperwork is actually processed. If there were both of these notes, or even one, on Mr***'s account, then we would have a valid reason to believe there was a possible error on our part. The fact that neither of these notes are there, we have no cancel form on file, and that Mr*** does not have a copy, leave us no option. Mr***'s account has been turned over to our Collections Department as of mid January and the membership agreement fully explains our policy and advises member to retain a copy of the cancellation form.Sincerely, *** *** Customer Care *** ***
***
From: *** *** *** Sent: Thursday, April 27, 3:PMTo: *** ***Subject: Cancel Complaint Good afternoon, My issue has been resolved with Freedom FitnessNo further action is needed.Complaint ID: *** *** ***
***
*** ** *** ***
*** ** ***
*** *** ***
*** ***
*** ***
Date Filed: 4/27/Thank you for your time, *** ***
***
Complaint: ***
I am rejecting this response because:Even though they say that they try to contact me, the only email I received was that my account was in collectionsI didn't receive a notice in the mailAnd no where in the agreement that I read says that if we cannot contact you we will continue to charge your account.
Regards,
*** ***
Our cancellation policy for all membership types, per our billing company, require days notice prior to any upcoming draft. All members are assessed the Annual Fee in the amount of $within the first three months that they signed upThis fee allows us to guarantee that the
membership rates will not increase for at least the next five years and is explained fully in the membership agreement and is charged only once a year, at that same time each year. I see that Mr*** has been a member with us since September of last year and was charged the annual fee last October 17th as well We are not charging Mr*** a fee to cancel his accounts; and he is correct that is not under a month contract any longer. The month to month memberships are still subject to the day rule and the annual fee as is explained in the membership agreement; it is just a matter of timing. He chose to cancel within the day window of the Annual Fee. I see that Mr*** signed up online at one of our kiosks. This means that in order to create the membership, he had to check the box marked Terms and Conditions acknowledging that he read and understood our policies and fees. He also should have received a copy of his agreement via email to the email address he provided us at time of sign up. All of this applies to his second membership as well, which I believe may be his wife's membership. At this time both memberships are still active and will remain so until the proper cancel polices are followed. On that note, I do see that there is a $late fee on each account from the month of August of this year. That is the only time we have ever received the payment late, so as a courtesy, I have waived the late fee on both accounts. No refund for the Annual Fee will be approved because Freedom Fitness is not at fault. Respectfully, I would like to remind Mr*** that he will need to go in to cancel in person or send a certified letter for each account no later than Friday the 21st in order to avoid November dues Sincerely, *** *** Customer Care Freedom Fitness ***
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.
Regards,
[redacted]
I apologize to Ms. [redacted] for the delay in our response. However, we are no longer affiliated with the Freedom Fitness in Lubbock Texas. For this reason, I do not have access to Ms. [redacted]’s' account. I have already passed along the entire complaint to my contact at the...
Lubbock location and Ms. [redacted] can expect to be contacted soon! Sincerely, [redacted] Customer Care Freedom Fitness [redacted]
I see that Ms. [redacted] signed up in person at the gym. This means she filled out a paper membership agreement. On that agreement, our cancel policy is explained in detail and states that memberships are not based on attendance, and that we require 15 days notice prior to the next upcoming draft...
by coming in person to sign a cancel form or mailing a certified letter explaining the wish to cancel. The agreement also states that the membership will continue on a month to month basis, once the 12 month contract has expired, until the proper cancellation polices are followed. When Ms. [redacted] requested to cancel, she would have been informed of the proper process. Her account is now cancelled and she will not be charged further. Sincerely,[redacted]Customer CareFreedom Fitness[redacted]
This matter has undergone an internal review and we have determined that the staff acted well within our policies. [redacted] did not inform us that her son was developmentally delayed until the day of the incident. We did call her away from her workout three different times that...
day because her son was being disruptive and causing problems with the other children in the childcare. When [redacted] was discussing this with our staff, she became rude, loud and cussed at employees. She was upset that the manager was not there at the time but management spoke to her the next day as well as our S[redacted] [redacted] tried to deescalate the situation but [redacted] was not satisfied with his response. We canceled the membership immediately. No refund will be given because Freedom Fitness was not at fault and [redacted] had a past due balance for the month of July. Sincerely, [redacted]
[redacted]
[redacted]
I have reviewed Ms. [redacted] membership and it is indeed now canceled. At Freedom Fitness, when a member cancels, we do have them sign a cancellation form and provide the member with a copy of the form for their records as well. We also leave a note on the account on the day the...
member signed the form and we leave a second note on the day the cancellation was processed (normally the very next day). We do not have either of those notes in the system, nor does the facility have a copy of the cancellation form. In addition to this, all cancel forms are sent to our Data Department to be checked. So if the cancel was not processed for some reason, it would have been caught as we review every cancel form to make sure it was taken care of correctly. I would not be able to obtain approval for a refund if there is no proof on our end of Freedom Fitness being at fault. All of that being said, we acknowledge that Ms. [redacted] description of our cancellation policy does accurately reflect how that process would have gone. We would like to ask Ms. [redacted] if she has her copy of the cancel form and if so, can she please scan and email it to me or take it into the facility right away? If we have that proof that she did indeed sign the form, we will absolutely make up for our error. The fact that we do not have a copy at the facility, there are not one of the two required notes in the system regarding cancel do indicate that the account should have remained open. We also did try to contact Ms. [redacted] regarding a past due balance in May and August of 2015, and again in April, June and September of 2016 and were never able to reach her. One time, the person who answered the phone said it was the wrong number. We sent emails out as well to the email address she provided at the time of sign up. Again, while Ms. [redacted] description of how she cancelled sounds correct, we do not have anything on our end indicating that she did. This is why the person she spoke with on the 12th did go ahead and cancel the account out as a courtesy. We appreciate Ms. [redacted] prior business and upon proof of cancel, we will amend any wrongs on our end. Also, her initial complaint indicates there may have been more than one membership, but I am unable to find a second membership by the information she provided to the Revdex.com. If there is a second account, I would need that information in order to look into this further. Sincerely, [redacted] Customer Care Freedom Fitness [redacted]
Complaint[redacted]
I am rejecting this response because:
I do not agree with this. I understand I had a contract, but the gentleman said I would be done with my contract in August. Also nobody went over and explained it to me they just told me to sign and initial and get my financial info. This gym just seem like a scam. It doesn't even make sense to have a contract and pay more, when you can pay less. I feel like I'm being cheated, I still don't understand how I can be a member and be responsible for annual fee if I'm not locked into a contract, when I read over my copy I don't understand where that is coming from. To me that is just from the original agreement and that was the only one thing the girl told me when I did sign it, that I would be charged that one time annual fee. Also for you to know I'm disputing this and still keeping me as a member shows how unethical your business is. I would not even want to step foot in that place ever again. This has been one of the worst descisions and waste of money in my life. I honestly feel like I was truly lied to and misled when I signed the contract and when I spoke to customer service.
Regards,
[redacted]
I have reviewed [redacted]'s claim and after researching both memberships, it seems there was a discrepancy with the names on each membership that might have led to this misunderstanding. We will now be turning this over to the General Manager of the facility to contact [redacted] and...
Again, regarding the manager cutting [redacted] off mid sentence, the tone in which all of our members should be spoken to in, and how to handle billing disputes has been addressed with the manager. It was immediately after we received the initial complaint. As for the bank statement, if [redacted] would like to submit a current bank statement to me, I would be happy to take a look at the charges and see if I can figure out what that is all about it. I cannot make a determination without that. She can email it to me directly at [redacted] . If the statements show we unjustly charged her, we will absolutely take care of it. It is just not showing on our end. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
While we sympathize with Ms. [redacted]'s efforts to cancel her account properly,
we would not normally issue a refund because Freedom Fitness was not at fault.
The fee in question, the Enhancement/Annual fee is explained fully in the...
membership agreement. We have four different dates for this fee. It all
depends on what time of the year each member signs up so when Ms. [redacted] called
the gym, the staff member may not have realized it was that time of year again
and it was not intentional that she was not informed. This will be addressed
with the staff as well.Ms. [redacted] signed up at the kiosk, yes. Before the membership can be
completed, all prospective members have to click a box marked Terms and
Conditions before they can go forward. The Enhancement Fee, as well as all
other policies are explained there and by clicking the box, the member is
acknowledging that they read and understood the policies and fees. In addition,
Ms. [redacted] has been a member for over a year now and was drafted this fee at the
same time, for the same amount last year.I took this situation to Upper Management and explained that Ms. [redacted] was
trying to cancel the correct way. During her time with us, she has never missed
a payment and never been late. Due to this, I was able to obtain approval to
refund the Enhancement/Annual Fee as a courtesy. The refund will be processed
tomorrow and should show in Ms. [redacted]'s account within 7-10 business days.While the rules are in place for a reason, this was the right kind of
situation to be flexible in. I hope that in the future Ms. [redacted] will be able to come back to us!
Complaint: [redacted]
I am rejecting this response because:I showed front desk staff my bank statements and also the manager. It clearly said charges from freedom fitness. It was around 16 dollar. 6 to make it certified, and around 9-10 dollars to make sure it was mailed within two days to meet the deadline before I was charged for another month. I don't feel like this response was adequate. Nothing was resolved and you didn't try to accommodate, just told me how I was in the wrong. Still displaying inadequate customer service and there is no way that manager has never had complaints considering just how rude she was. Completely unacceptable to be cut off mid sentence and basically told "oh well can't do anything about it" when I tried so hard to come to some kind of conclusion with staff.
Regards,
[redacted]
While we regret that *** *** is not satisfied with our polices, but we have no indication on our end that *** *** ever properly canceled. While we do not have a cooperate phone number, I do see that he made a payment for past due over the phone with
the facility on August 8th. We have been unable to collect payment since that time. Both our Call Center and the gym have attempted to reach him multiple times. When we were able to reach him, we explained in detail how our cancellation policy works and informed him we would not be able to cancel the account until the balance was paid and proper procedures were followedAll of this is explained fully in his membership agreement which can be provided to him if necessary Sincerely, *** ***
*** ***
*** ***
***
Revdex.com:I have been contacted by the company and everything has been taken care of and wish for my complaint to be finalized and taken down thank you
Regards,
*** ***
I have reviewed Ms* *** account and do see where she spoke with one of our employees in the Call Center. Per the notes that employee left on her account, she did agree it would be better to continue with the monthly payments rather than pay the Buyout Fee. The employees notes state
that the member was told the membership would continue on a month to month basis after the contract was up and that she could cancel at any time after August without being liable for the Buyout Fee The issue is that our memberships are not based on attendance as many of our members work out schedules vary greatly. The Buyout Fee, Cancel policy, Annual Fee and the fact that contract memberships will roll into month to month memberships are all explained fully in our membership agreements. In fact, we ask that the member initial next to each of these Terms and Conditions acknowledging that they read and understood the TermsI would be happy to provide MsGarza with a copy of her agreement if she would like The fee of $is our once a year annual fee and is also explained fully in the membership agreement The account will remain active until the balance is paid (we have not received payment since September), member follows all cancel policies, including going in person to cancel or sending a certified letter days prior to the next upcoming draft. Unfortunately, I will not be able to obtain approval for any type of refund due to Freedom Fitness not being at fault, as well as there being a balance on the account Sincerely, *** *** Customer Care Freedom Fitness ***
Complaint: ***
I am rejecting this response because:I will be moving forward with legal counsel for this matter
Regards,
*** ***
Upon review of Mr***'s account, I see no indication that he cancelled his membership. We have several steps in place to leave a clear record of a members attempt to cancel. None of those steps appear to have been done, including the fact that we do not have the cancel form on file
and Mr*** does not have a copy either. As stated in the membership agreement, all members who cancel are given a copy of the form and are advised to retain the form in their personal records. In July of he did email us regarding how to go about canceling his account and we replied with the full cancellation policy. Sincerely, *** *** Customer Care Freedom Fitness [email protected]
The "refund will be given to canceled accounts if it is more than $200" that
Mr*** is referring to actually reads as
" Prepaid membership may be canceled due to
relocation, disability or deathProof will be required for a refundRefunds
will be given when the prepaid,
unused portion is equal or greater than two
hundred dollars." This is referring only to our Paid
In Full memberships, when a member purchases a year membership in advance and is
not on our auto draft. Mr***' membership is via auto draft.In July when Mr***' membership became past due, our Call Center called
him to assist and he told us that he was in the process of moving and would be
in to take care of the balance soon. We notated his account of thisAfter
that, over the course of the next three months we tried contacting him via phone
and email different times and were unable to reach him and never received a
call back. It was at this time the members account was Returned for
Collection. Our Collections Department spoke with him and told him that we do
not ever bill our members a balance; everything is taken care of in-houseHis membership agreement explains fully the Terms and Conditions related to
cancellation. Mr*** signed up online which means the membership could not
have been created unless he clicked the box marked Terms and Conditions. By
clicking that box, it is an acknowledgement that he is aware of the rules and
policies.Yes, there was a note on the account that Mr*** was moving, but it was
our Call Center who called him so Mr*** was already past due and was
informed at that time on how to cancel, that the membership would remain active,
regardless of attendance, and that the balance would continue to accrue until
the balance was paid and all cancel procedures were properly followed.Sincerely,***
***Customer
CareFreedom
Fitness***
Part of the multiple steps to cancel a membership are the notes. It is the fundamental first lesson each employee is taught. We leave a note on each members account every time they make a payment, have a complaint or suggestion, tan, update billing, upgrade or downgrade an account, cancel a membership etcetera. We then leave a second note when the paperwork is actually processed. If there were both of these notes, or even one, on Mr***'s account, then we would have a valid reason to believe there was a possible error on our part. The fact that neither of these notes are there, we have no cancel form on file, and that Mr*** does not have a copy, leave us no option. Mr***'s account has been turned over to our Collections Department as of mid January and the membership agreement fully explains our policy and advises member to retain a copy of the cancellation form.Sincerely, *** *** Customer Care *** ***
***
From: *** *** *** Sent: Thursday, April 27, 3:PMTo: *** ***Subject: Cancel Complaint Good afternoon, My issue has been resolved with Freedom FitnessNo further action is needed.Complaint ID: *** *** ***
***
*** ** *** ***
*** ** ***
*** *** ***
*** ***
*** ***
Date Filed: 4/27/Thank you for your time, *** ***
***
Complaint: ***
I am rejecting this response because:Even though they say that they try to contact me, the only email I received was that my account was in collectionsI didn't receive a notice in the mailAnd no where in the agreement that I read says that if we cannot contact you we will continue to charge your account.
Regards,
*** ***
Our cancellation policy for all membership types, per our billing company, require days notice prior to any upcoming draft. All members are assessed the Annual Fee in the amount of $within the first three months that they signed upThis fee allows us to guarantee that the
membership rates will not increase for at least the next five years and is explained fully in the membership agreement and is charged only once a year, at that same time each year. I see that Mr*** has been a member with us since September of last year and was charged the annual fee last October 17th as well We are not charging Mr*** a fee to cancel his accounts; and he is correct that is not under a month contract any longer. The month to month memberships are still subject to the day rule and the annual fee as is explained in the membership agreement; it is just a matter of timing. He chose to cancel within the day window of the Annual Fee. I see that Mr*** signed up online at one of our kiosks. This means that in order to create the membership, he had to check the box marked Terms and Conditions acknowledging that he read and understood our policies and fees. He also should have received a copy of his agreement via email to the email address he provided us at time of sign up. All of this applies to his second membership as well, which I believe may be his wife's membership. At this time both memberships are still active and will remain so until the proper cancel polices are followed. On that note, I do see that there is a $late fee on each account from the month of August of this year. That is the only time we have ever received the payment late, so as a courtesy, I have waived the late fee on both accounts. No refund for the Annual Fee will be approved because Freedom Fitness is not at fault. Respectfully, I would like to remind Mr*** that he will need to go in to cancel in person or send a certified letter for each account no later than Friday the 21st in order to avoid November dues Sincerely, *** *** Customer Care Freedom Fitness ***
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.
Regards,
[redacted]
I apologize to Ms. [redacted] for the delay in our response. However, we are no longer affiliated with the Freedom Fitness in Lubbock Texas. For this reason, I do not have access to Ms. [redacted]’s' account. I have already passed along the entire complaint to my contact at the...
Lubbock location and Ms. [redacted] can expect to be contacted soon! Sincerely, [redacted] Customer Care Freedom Fitness [redacted]
I see that Ms. [redacted] signed up in person at the gym. This means she filled out a paper membership agreement. On that agreement, our cancel policy is explained in detail and states that memberships are not based on attendance, and that we require 15 days notice prior to the next upcoming draft...
by coming in person to sign a cancel form or mailing a certified letter explaining the wish to cancel. The agreement also states that the membership will continue on a month to month basis, once the 12 month contract has expired, until the proper cancellation polices are followed. When Ms. [redacted] requested to cancel, she would have been informed of the proper process. Her account is now cancelled and she will not be charged further. Sincerely,[redacted]Customer CareFreedom Fitness[redacted]
This matter has undergone an internal review and we have determined that the staff acted well within our policies. [redacted] did not inform us that her son was developmentally delayed until the day of the incident. We did call her away from her workout three different times that...
day because her son was being disruptive and causing problems with the other children in the childcare. When [redacted] was discussing this with our staff, she became rude, loud and cussed at employees. She was upset that the manager was not there at the time but management spoke to her the next day as well as our S[redacted] [redacted] tried to deescalate the situation but [redacted] was not satisfied with his response. We canceled the membership immediately. No refund will be given because Freedom Fitness was not at fault and [redacted] had a past due balance for the month of July. Sincerely, [redacted]
[redacted]
[redacted]
I have reviewed Ms. [redacted] membership and it is indeed now canceled. At Freedom Fitness, when a member cancels, we do have them sign a cancellation form and provide the member with a copy of the form for their records as well. We also leave a note on the account on the day the...
member signed the form and we leave a second note on the day the cancellation was processed (normally the very next day). We do not have either of those notes in the system, nor does the facility have a copy of the cancellation form. In addition to this, all cancel forms are sent to our Data Department to be checked. So if the cancel was not processed for some reason, it would have been caught as we review every cancel form to make sure it was taken care of correctly. I would not be able to obtain approval for a refund if there is no proof on our end of Freedom Fitness being at fault. All of that being said, we acknowledge that Ms. [redacted] description of our cancellation policy does accurately reflect how that process would have gone. We would like to ask Ms. [redacted] if she has her copy of the cancel form and if so, can she please scan and email it to me or take it into the facility right away? If we have that proof that she did indeed sign the form, we will absolutely make up for our error. The fact that we do not have a copy at the facility, there are not one of the two required notes in the system regarding cancel do indicate that the account should have remained open. We also did try to contact Ms. [redacted] regarding a past due balance in May and August of 2015, and again in April, June and September of 2016 and were never able to reach her. One time, the person who answered the phone said it was the wrong number. We sent emails out as well to the email address she provided at the time of sign up. Again, while Ms. [redacted] description of how she cancelled sounds correct, we do not have anything on our end indicating that she did. This is why the person she spoke with on the 12th did go ahead and cancel the account out as a courtesy. We appreciate Ms. [redacted] prior business and upon proof of cancel, we will amend any wrongs on our end. Also, her initial complaint indicates there may have been more than one membership, but I am unable to find a second membership by the information she provided to the Revdex.com. If there is a second account, I would need that information in order to look into this further. Sincerely, [redacted] Customer Care Freedom Fitness [redacted]
Complaint[redacted]
I am rejecting this response because:
I do not agree with this. I understand I had a contract, but the gentleman said I would be done with my contract in August. Also nobody went over and explained it to me they just told me to sign and initial and get my financial info. This gym just seem like a scam. It doesn't even make sense to have a contract and pay more, when you can pay less. I feel like I'm being cheated, I still don't understand how I can be a member and be responsible for annual fee if I'm not locked into a contract, when I read over my copy I don't understand where that is coming from. To me that is just from the original agreement and that was the only one thing the girl told me when I did sign it, that I would be charged that one time annual fee. Also for you to know I'm disputing this and still keeping me as a member shows how unethical your business is. I would not even want to step foot in that place ever again. This has been one of the worst descisions and waste of money in my life. I honestly feel like I was truly lied to and misled when I signed the contract and when I spoke to customer service.
Regards,
[redacted]
I have reviewed [redacted]'s claim and after researching both memberships, it seems there was a discrepancy with the names on each membership that might have led to this misunderstanding. We will now be turning this over to the General Manager of the facility to contact [redacted] and...
determine what steps need to be taken next.
Again, regarding the manager cutting [redacted] off mid sentence, the tone in which all of our members should be spoken to in, and how to handle billing disputes has been addressed with the manager. It was immediately after we received the initial complaint. As for the bank statement, if [redacted] would like to submit a current bank statement to me, I would be happy to take a look at the charges and see if I can figure out what that is all about it. I cannot make a determination without that. She can email it to me directly at [redacted] . If the statements show we unjustly charged her, we will absolutely take care of it. It is just not showing on our end. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
While we sympathize with Ms. [redacted]'s efforts to cancel her account properly,
we would not normally issue a refund because Freedom Fitness was not at fault.
The fee in question, the Enhancement/Annual fee is explained fully in the...
membership agreement. We have four different dates for this fee. It all
depends on what time of the year each member signs up so when Ms. [redacted] called
the gym, the staff member may not have realized it was that time of year again
and it was not intentional that she was not informed. This will be addressed
with the staff as well.Ms. [redacted] signed up at the kiosk, yes. Before the membership can be
completed, all prospective members have to click a box marked Terms and
Conditions before they can go forward. The Enhancement Fee, as well as all
other policies are explained there and by clicking the box, the member is
acknowledging that they read and understood the policies and fees. In addition,
Ms. [redacted] has been a member for over a year now and was drafted this fee at the
same time, for the same amount last year.I took this situation to Upper Management and explained that Ms. [redacted] was
trying to cancel the correct way. During her time with us, she has never missed
a payment and never been late. Due to this, I was able to obtain approval to
refund the Enhancement/Annual Fee as a courtesy. The refund will be processed
tomorrow and should show in Ms. [redacted]'s account within 7-10 business days.While the rules are in place for a reason, this was the right kind of
situation to be flexible in. I hope that in the future Ms. [redacted] will be able to come back to us!
Complaint: [redacted]
I am rejecting this response because:I showed front desk staff my bank statements and also the manager. It clearly said charges from freedom fitness. It was around 16 dollar. 6 to make it certified, and around 9-10 dollars to make sure it was mailed within two days to meet the deadline before I was charged for another month. I don't feel like this response was adequate. Nothing was resolved and you didn't try to accommodate, just told me how I was in the wrong. Still displaying inadequate customer service and there is no way that manager has never had complaints considering just how rude she was. Completely unacceptable to be cut off mid sentence and basically told "oh well can't do anything about it" when I tried so hard to come to some kind of conclusion with staff.
Regards,
[redacted]