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 complaintAs 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]
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 $and her initial enrollment fee of $ 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 FeeShe 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 paperworkWe 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 $ There are some other features that can increase the rate but I am not sure how the total was up to $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]
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 wayDuring 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-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!
I see that Ms [redacted] signed up in person at the gym This means she filled out a paper membership agreementOn that agreement, our cancel policy is explained in detail and states that memberships are not based on attendance, and that we require 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 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 processHer account is now cancelled and she will not be charged furtherSincerely, [redacted] ***Customer CareFreedom Fitness [redacted]
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 days notice prior to any upcoming draft and that if the membership is canceled prematurely, the $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 days notice as stated in the membership agreement, the member will be liable for the upcoming monthNow, 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***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 letterOne other thing, in case Mr***n was not aware of this, he can avoid the $Buyout Fee by transferring the membership to an immediate family member (wife, sibling, parent) That person would just need to accompany Mr***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***nIf needed, I can provide Mr***n with a copy of his agreementIf Mr***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 $allows us to guarantee that membership rates will not increase for at least the next five years and is explained fully in our membership agreementsIn 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 faultIf Ms [redacted] would like a copy of her membership agreement, we can do that for herAs 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 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 checkedSo 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 correctlyI 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 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]
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 employeesShe 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]
Complaint [redacted] I am rejecting this response because: I do not agree with thisI understand I had a contract, but the gentleman said I would be done with my contract in AugustAlso nobody went over and explained it to me they just told me to sign and initial and get my financial infoThis gym just seem like a scamIt doesn't even make sense to have a contract and pay more, when you can pay lessI 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 fromTo 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 feeAlso for you to know I'm disputing this and still keeping me as a member shows how unethical your business isI would not even want to step foot in that place ever againThis has been one of the worst descisions and waste of money in my lifeI honestly feel like I was truly lied to and misled when I signed the contract and when I spoke to customer service Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I showed front desk staff my bank statements and also the managerIt clearly said charges from freedom fitnessIt was around dollarto make it certified, and around 9-dollars to make sure it was mailed within two days to meet the deadline before I was charged for another monthI don't feel like this response was adequateNothing was resolved and you didn't try to accommodate, just told me how I was in the wrongStill displaying inadequate customer service and there is no way that manager has never had complaints considering just how rude she wasCompletely 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] ***
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 complaintAs 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]
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 $and her initial enrollment fee of $ 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 FeeShe 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 paperworkWe 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 $ There are some other features that can increase the rate but I am not sure how the total was up to $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]
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 wayDuring 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-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!
I see that Ms [redacted] signed up in person at the gym This means she filled out a paper membership agreementOn that agreement, our cancel policy is explained in detail and states that memberships are not based on attendance, and that we require 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 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 processHer account is now cancelled and she will not be charged furtherSincerely, [redacted] ***Customer CareFreedom Fitness [redacted]
Complaint: [redacted] I am rejecting this response because: I was not given form stated above by their branch Regards, [redacted]
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 days notice prior to any upcoming draft and that if the membership is canceled prematurely, the $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 days notice as stated in the membership agreement, the member will be liable for the upcoming monthNow, 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***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 letterOne other thing, in case Mr***n was not aware of this, he can avoid the $Buyout Fee by transferring the membership to an immediate family member (wife, sibling, parent) That person would just need to accompany Mr***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***nIf needed, I can provide Mr***n with a copy of his agreementIf Mr***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 $allows us to guarantee that membership rates will not increase for at least the next five years and is explained fully in our membership agreementsIn 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 faultIf Ms [redacted] would like a copy of her membership agreement, we can do that for herAs 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 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 checkedSo 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 correctlyI 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 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]
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 employeesShe 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]
Complaint [redacted] I am rejecting this response because: I do not agree with thisI understand I had a contract, but the gentleman said I would be done with my contract in AugustAlso nobody went over and explained it to me they just told me to sign and initial and get my financial infoThis gym just seem like a scamIt doesn't even make sense to have a contract and pay more, when you can pay lessI 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 fromTo 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 feeAlso for you to know I'm disputing this and still keeping me as a member shows how unethical your business isI would not even want to step foot in that place ever againThis has been one of the worst descisions and waste of money in my lifeI honestly feel like I was truly lied to and misled when I signed the contract and when I spoke to customer service Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I showed front desk staff my bank statements and also the managerIt clearly said charges from freedom fitnessIt was around dollarto make it certified, and around 9-dollars to make sure it was mailed within two days to meet the deadline before I was charged for another monthI don't feel like this response was adequateNothing was resolved and you didn't try to accommodate, just told me how I was in the wrongStill displaying inadequate customer service and there is no way that manager has never had complaints considering just how rude she wasCompletely 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] ***