I have reviewed Ms. [redacted] account. The fee she is speaking of is our once a year Annual Fee. This fee in the amount of $31.39 allows us to guarantee that membership rates will not increase for at least the next five years and is explained fully in our membership agreements. In...
fact, in the Payment Authorization box of the agreement, the fee date and amount are explained and we require the member to initial right next to that explanation, thus giving us their authorization to draft the fee. While we regret that this caused a financial issue for Ms. [redacted], I will not be able to obtain approval for a refund of the Annual Fee because Freedom Fitness is not at fault. If Ms. [redacted] would like a copy of her membership agreement, we can do that for her. As of now, the membership remains open and active and will stay that way until all proper cancellation policies are followed. These polices have been explained to Ms. [redacted] over the phone and are also explained in her agreement. Sincerely, [redacted] Customer Care Freedom Fitness [redacted]
I looked at all of the invoice history on the account and she was only charged the annual fee once, in April. There are no other drafts/attempted drafts on her membership other than the monthly dues at $21.60 and her initial enrollment fee of $13.49. As for [redacted] saying there...
were suspicious charges on her bank account, I would have to view the statement myself to know the details of that. We often require to see our members bank statements as proof when there is a billing issue so our Management staff is trained to recognize what our charges would look like on a bank statement. The annual fee is explained fully in our membership agreements and never occurs more than once in a calendar year. As for the late fees, our billing company automatically assesses the late fee when we are unable to draft the members account. [redacted] joined in February and that first months dues went through just fine. March went through late and then was reversed a total of three different times. [redacted] then paid March dues in person at the gym on April 5th and updated her billing and let us know she wanted to cancel. The staff made her aware of now owing for April and the upcoming annual fee and that we could not waive the Buyout Fee without proof of relocation. She then said she would be back later to cancel. She called us on the 11th and reiterated her wish to cancel and was informed again that she would need to mail in a certified letter to cancel and that proof of move would be necessary to waive the Buyout Fee. She called again the next day and spoke to the GM who informed her she had to send the letter and proof and at that point, we could waive the Buyout Fee. The GM told her that once the gym received the letter, if there was a balance on the account at that time, that we would give [redacted] a call and take the payment over the phone so we could finalize the cancellation. [redacted] asked for a blank cancel form to mail in later with the certified letter and GM did in fact tell her no. This is company policy as we have had members in the past try to alter paperwork. We did receive the letter and there was still a balance for April dues and the annual fee so the GM called [redacted]. [redacted] then authorized two different payments on two different cards to cover the past due. The membership was then canceled out. Per USPS, the certified letter rate is $6.59. There are some other features that can increase the rate but I am not sure how the total was up to $16.00. I hope [redacted] was not mischarged but of course we have no control over that. As for the attitude and customer service, while we have never had complaints on this GM before, it has been addressed with her. As stated before, the membership is now canceled and [redacted] will not be charged further. Sincerely, Jennifer Lee Customer Care Freedom Fitness [email protected]
have reviewed Mr. [redacted] account and I see that he signed up online at one of our kiosks. This means in order to complete the membership, he had to click the box marked "Terms and Conditions". In this section of the agreement, our cancel polices are explained in full,...
including that we require 15 days notice prior to any upcoming draft and that if the membership is canceled prematurely, the $49.00 Buyout Fee will be assessed. When staff told the member he could cancel at any time, that is correct. Any member, contract or not, can cancel at any time but if we are not given 15 days notice as stated in the membership agreement, the member will be liable for the upcoming month. Now, keep in mind that we would not charge someone that last month without allowing them to get what they paid for. In other words, since Mr. [redacted]n is liable for October dues, this means if he were to cancel now, he will have access to the facility through November 4th. Also, as a matter of company policy we do not send out invoices or bills for the Buyout Fee. He would need to pay in person or over the phone in addition to canceling in person or by mailing a certified letter. One other thing, in case Mr. [redacted]n was not aware of this, he can avoid the $49.00 Buyout Fee by transferring the membership to an immediate family member (wife, sibling, parent). That person would just need to accompany Mr. [redacted]n to the facility to fill out the transfer paperwork. The "new" member would need to provide their own billing and acknowledge that they are aware they are responsible for the remaining months on the contract and if they cancel before that, then they would have to pay the Buyout Fee. I hope this information proves to be helpful for Mr. [redacted]n. If needed, I can provide Mr. [redacted]n with a copy of his agreement. If Mr. [redacted]n would like to pursue the option of transferring the membership, he is free to email me directly and I would be happy to assist or he can talk to the front desk staff. Otherwise, the account will remain open, regardless of attendance, until the Buyout Fee has been paid and all proper steps per our policies have been completed. Sincerely, Jennifer Lee Customer Care Freedom Fitness [email protected]
I have reviewed Ms. [redacted] account. The fee she is speaking of is our once a year Annual Fee. This fee in the amount of $31.39 allows us to guarantee that membership rates will not increase for at least the next five years and is explained fully in our membership agreements. In...
fact, in the Payment Authorization box of the agreement, the fee date and amount are explained and we require the member to initial right next to that explanation, thus giving us their authorization to draft the fee. While we regret that this caused a financial issue for Ms. [redacted], I will not be able to obtain approval for a refund of the Annual Fee because Freedom Fitness is not at fault. If Ms. [redacted] would like a copy of her membership agreement, we can do that for her. As of now, the membership remains open and active and will stay that way until all proper cancellation policies are followed. These polices have been explained to Ms. [redacted] over the phone and are also explained in her agreement. Sincerely, [redacted] Customer Care Freedom Fitness [redacted]
Complaint: [redacted]
I am rejecting this response because: I was not given form stated above by their branch.
Regards,
[redacted]
I looked at all of the invoice history on the account and she was only charged the annual fee once, in April. There are no other drafts/attempted drafts on her membership other than the monthly dues at $21.60 and her initial enrollment fee of $13.49. As for [redacted] saying there...
were suspicious charges on her bank account, I would have to view the statement myself to know the details of that. We often require to see our members bank statements as proof when there is a billing issue so our Management staff is trained to recognize what our charges would look like on a bank statement. The annual fee is explained fully in our membership agreements and never occurs more than once in a calendar year. As for the late fees, our billing company automatically assesses the late fee when we are unable to draft the members account. [redacted] joined in February and that first months dues went through just fine. March went through late and then was reversed a total of three different times. [redacted] then paid March dues in person at the gym on April 5th and updated her billing and let us know she wanted to cancel. The staff made her aware of now owing for April and the upcoming annual fee and that we could not waive the Buyout Fee without proof of relocation. She then said she would be back later to cancel. She called us on the 11th and reiterated her wish to cancel and was informed again that she would need to mail in a certified letter to cancel and that proof of move would be necessary to waive the Buyout Fee. She called again the next day and spoke to the GM who informed her she had to send the letter and proof and at that point, we could waive the Buyout Fee. The GM told her that once the gym received the letter, if there was a balance on the account at that time, that we would give [redacted] a call and take the payment over the phone so we could finalize the cancellation. [redacted] asked for a blank cancel form to mail in later with the certified letter and GM did in fact tell her no. This is company policy as we have had members in the past try to alter paperwork. We did receive the letter and there was still a balance for April dues and the annual fee so the GM called [redacted]. [redacted] then authorized two different payments on two different cards to cover the past due. The membership was then canceled out. Per USPS, the certified letter rate is $6.59. There are some other features that can increase the rate but I am not sure how the total was up to $16.00. I hope [redacted] was not mischarged but of course we have no control over that. As for the attitude and customer service, while we have never had complaints on this GM before, it has been addressed with her. As stated before, the membership is now canceled and [redacted] will not be charged further. Sincerely, Jennifer Lee Customer Care Freedom Fitness [email protected]
have reviewed Mr. [redacted] account and I see that he signed up online at one of our kiosks. This means in order to complete the membership, he had to click the box marked "Terms and Conditions". In this section of the agreement, our cancel polices are explained in full,...
including that we require 15 days notice prior to any upcoming draft and that if the membership is canceled prematurely, the $49.00 Buyout Fee will be assessed. When staff told the member he could cancel at any time, that is correct. Any member, contract or not, can cancel at any time but if we are not given 15 days notice as stated in the membership agreement, the member will be liable for the upcoming month. Now, keep in mind that we would not charge someone that last month without allowing them to get what they paid for. In other words, since Mr. [redacted]n is liable for October dues, this means if he were to cancel now, he will have access to the facility through November 4th. Also, as a matter of company policy we do not send out invoices or bills for the Buyout Fee. He would need to pay in person or over the phone in addition to canceling in person or by mailing a certified letter. One other thing, in case Mr. [redacted]n was not aware of this, he can avoid the $49.00 Buyout Fee by transferring the membership to an immediate family member (wife, sibling, parent). That person would just need to accompany Mr. [redacted]n to the facility to fill out the transfer paperwork. The "new" member would need to provide their own billing and acknowledge that they are aware they are responsible for the remaining months on the contract and if they cancel before that, then they would have to pay the Buyout Fee. I hope this information proves to be helpful for Mr. [redacted]n. If needed, I can provide Mr. [redacted]n with a copy of his agreement. If Mr. [redacted]n would like to pursue the option of transferring the membership, he is free to email me directly and I would be happy to assist or he can talk to the front desk staff. Otherwise, the account will remain open, regardless of attendance, until the Buyout Fee has been paid and all proper steps per our policies have been completed. Sincerely, Jennifer Lee Customer Care Freedom Fitness [email protected]