Lyndsey, In response to complaint # [redacted] I have attached the member invoices Since we have recently bought out Fitness Works and are jumping into the complaints to memberships sold before the merger on 2/1/we have refunded back [redacted] the two payments that were ran on 2/9/& 3/9/each in the amount of $for a total of $ There have been no further funds taken from [redacted] ***'s account as the card that is on file was declining We have removed the balance on the account and have canceled the account Thank you,***
May 20, Revdex.comN12th StreetPhoenix, AZ 85014-4585###-###-#### Consumer Info: [redacted] # [redacted] To Whom It May Concern: This is in response to case # [redacted] for [redacted] *** In order fully resolve this issue, we needmore information regarding [redacted] ’s boyfriendPlease provide us with Name,Birthdate, Address and Phone Number so we can look into this issue furtherWithoutthat information we cannot look into any records or databases for informationShould you have any further questions, please contact me at###-###-####Healthy regards, Fitness Works Customer Support
Response: Under new ownership group, which was effective 2/1/2015, Fitness Works does not have any affiliation with any collections agency nor the collections agency that the previous owners had, called Swift Funds We do not send our member’s to collections nor did our business send
*** *** *** was sent to collections by previous ownership on 7/1/ Since this not our money we have no right to demand her out of collections as this is previous owners funds However we are willing on her behave to help assist in the process of trying to rectify the previous owners issue with *** however the out come is out of our control
This member has been refunded in the amount of for the unused sessions that were not performed by her trainer that she choose. The refund was submitted back to the billing on file as of 6/12/
Response: Previous to our ownership starting on 2/1/2015, *** *** membership was not cancelled out properly, which we have done so for *** who began the membership on 6/19/ Due to previous ownership having a different billing company during the time frames we are unable to go
back all way back to August 1, per ***s request, there is no billing history for us to view or see this far back We were able to go back as far as we could in our system to see what previous ownership charged since previous ownership made a switch in their billing software in November Due to previous ownership switching in November we will refund what was charged by previous ownership, which is a total of $due to previous ownership not processing cancellation per *** *** request back in
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I purchased a month membership, not a month membership I have documentation and a paid receipt to support this. I understand that there is new ownership and managementHowever this agreement/contract was executed almost a year prior to transfer of ownershipTherefore, all agreements/contracts that have been in place prior to new ownership must be honoredI request the additional months added to my membership, per my agreement that your Sales Manager offered to me in writingThese are very unethical business practices to change an agreement/contract after full payment has been receivedI spoke with two managers *** *** (Sales Mgr.) and *** (GM) who acknowledged your companies error and they both said they would correct itYour VP who was employed by Fitness Works when this agreement took place, is also aware of the agreement that was presented to me by his Sales Manager I attempted to reach Mrs*** by phone to resolve this matter, but never received a call back.Regards,*** ** ***
Thank you for making us aware of the complaint our customer, Summer [redacted]l filed with your office. Our Mesa location always strives for excellent service, and we appreciate the opportunity to respond.In regards to Ms. [redacted]'s personal training agreement that was purchased on...
6.1, 16, a freeze was put on her personal training account for 2 months per the conversation Brian and Ms. [redacted]l had on 8.2.16.Please see copy of agreement that was signed by Ms. [redacted]l on 8. 1.16. We did not receive a cancellation form from Ms. [redacted]l untll1.6.17. Please see signed cancellation form. Ms. [redacted]l had a past due balance of $480.00 and It Is stated on the cancellation request form that "All balance due amounts must be paid In full before a cancellation notice Is valid." A copy of this request form was e-malled to Ms. [redacted]l on 1.16.17 at 4:29pm to the e-mail ... see attached
Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Chandler North location always strives for excellent service, and we appreciate the opportunity to respond.Fitness Works apologizes for the miscommunication from the Chandler North...
location to our refund department regarding this matter. Mr. [redacted] did fill out his personal training cancellation in a timely matter with regards to the 3-day cancellation policy however it was not properly sent to the refund department to process. The refund department has refunded the $540.00 and mailed a check to the address that Mr. [redacted] has on file. He should receive this within 5-10 business days. We hope that this has been amicably resolved, and we will consider this matter closed unless notified otherwise.
On the second page of the agreement that was signed it states the 3-day cancellation policy that was previously stated in the first response to this complaint. In addition it states the two ways that a cancellation can be processed, either in person at a location or by mail. This is also stated on the membership guideline signs that are posted on the wall close to each front desk.
May 20, 2015 Revdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585###-###-#### Consumer Info: [redacted] To Whom It May Concern: This is in response to case #[redacted] for [redacted]. ...
In order fully resolve this issue, we needmore information regarding [redacted]’s boyfriend. Please provide us with Name,Birthdate, Address and Phone Number so we can look into this issue further. Withoutthat information we cannot look into any records or databases for information. Should you have any further questions, please contact me at###-###-####. Healthy regards, Fitness Works Customer Support
Thank you for making us aware of the complaint our customer, [redacted] T[redacted] filed with your office. Our Phoenix, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond. On 2.10.16 our customer service received a letter asking to downgrade [redacted]...
T[redacted]'s account. However as stated in the location by our operations manager a buy down form would need to be completed. As a letter would not be sufficient because a new agreement would had to be rewritten with the appropriate signatures. Please see note on account.02/10/2016 03:21 PM Member submitted cancellation by letter. Account canceled immediately. Also stated he wants to downgrade his wife's however this will not be done. We do need a downgrade form. -MW[redacted] T[redacted]'s husband account was cancelled out with no further billing on 2.10.16. As the letter that was sent in was read incorrectly on his account. We can reactive Mr. T[redacted]'s account if he wishes at the lower rate and process the downgrade for [redacted] T[redacted] but again Ms. T[redacted] would need to go into the location to fill out the proper form.We trust that this issue has been amicably resolved, and we will consider this matter closed.
Lyndsey, In response to complaint # [redacted] I have attached the member invoices. Since we have recently bought out Fitness Works and are jumping into the complaints to memberships sold before the merger on 2/1/2015 we have refunded back [redacted] the two payments that were ran on 2/9/15 & 3/9/15 each in the amount of $19.99 for a total of $39.98. There have been no further funds taken from [redacted]'s account as the card that is on file was declining. We have removed the balance on the account and have canceled the account. Thank you,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have...
determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is extremely disappointing. Please refer to an email I sent to [redacted]@fitnessworks.com dated Monday July 6, 2015 with 8 pages of bank statements attached (for account which my debit card ending in [redacted] corresponds with) which I sent to [redacted]. I already emailed her my account statements confirming the refund WAS NOT deposited into my account on May 18 or the weeks follow.You will find one page of my bank statement attached to this message. The statement is dated from 5/12/15 to 5/27/15 and you will see that there is no credit amount for $199.50 anywhere to be seen. It should also be noted that during my conversation with customer service agent/collection agent named [redacted] (not sure about the spelling of her name) on 7/24/15 and 7/27/15, she has advised that the refund will be mailed to me, not deposited into my account. You should probably speak to her. She can be contacted on [redacted].
Regards,
[redacted]
Thank you for making us aware of the complaint that was filed with your office. Our Phoenix, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond. Our trail passes are reserved for local residents and we do...
We have reviewed the account and have processed a refund in the amount of 240.00 since the other 240.00 was already returned back to the account. This refund will be placed in the mail today. We have called to verify the correct mailing address on file and spoke with Pooja...
April 5, 2016 I cannot accept this thoughtless response. As a...
loyal, paying member to Fitness Works for ten years, I believed Brandon when he sold me the membership knowing that I had valid concerns against a member I pointed to as a previous stalker at the gym. Brandon told me before I signed my contract that he “had a zero tolerance policy for any harassment” and that he would personally resolve any issues to my satisfaction. This flippant response is not at all in alignment with what Brandon promised. Moreover, Brandon denied any responsibility when I approached him after the stalker followed me out of his parking lot, refusing to even return my call. After this frightening incident when I contacted the Mesa Police Department, Officer Karen S[redacted] warned me not to return to any campus of this gym and to change all of my routines and driving routes. My life became very scary! How can Fitness Works now state that I should further put myself in harm’s way which is a complete contradiction to Officer Karen S[redacted]’s directive?
After reviewing the account we have reversed the charges of 420.00 that the old Fitness Works did not stop trying to bill [redacted] for as we are under new ownership. We have corrected their mistake and made sure the billing company does not charge her any further. The amount...
of 420.00 was sent in to be returned to [redacted] on 7/14/2015.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending...
it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Lyndsey, In response to complaint # [redacted] I have attached the member invoices Since we have recently bought out Fitness Works and are jumping into the complaints to memberships sold before the merger on 2/1/we have refunded back [redacted] the two payments that were ran on 2/9/& 3/9/each in the amount of $for a total of $ There have been no further funds taken from [redacted] ***'s account as the card that is on file was declining We have removed the balance on the account and have canceled the account Thank you,***
May 20, Revdex.comN12th StreetPhoenix, AZ 85014-4585###-###-#### Consumer Info: [redacted] # [redacted] To Whom It May Concern: This is in response to case # [redacted] for [redacted] *** In order fully resolve this issue, we needmore information regarding [redacted] ’s boyfriendPlease provide us with Name,Birthdate, Address and Phone Number so we can look into this issue furtherWithoutthat information we cannot look into any records or databases for informationShould you have any further questions, please contact me at###-###-####Healthy regards, Fitness Works Customer Support
Response: Under new ownership group, which was effective 2/1/2015, Fitness Works does not have any affiliation with any collections agency nor the collections agency that the previous owners had, called Swift Funds We do not send our member’s to collections nor did our business send
*** *** *** was sent to collections by previous ownership on 7/1/ Since this not our money we have no right to demand her out of collections as this is previous owners funds However we are willing on her behave to help assist in the process of trying to rectify the previous owners issue with *** however the out come is out of our control
This member has been refunded in the amount of for the unused sessions that were not performed by her trainer that she choose. The refund was submitted back to the billing on file as of 6/12/
Response: Previous to our ownership starting on 2/1/2015, *** *** membership was not cancelled out properly, which we have done so for *** who began the membership on 6/19/ Due to previous ownership having a different billing company during the time frames we are unable to go
back all way back to August 1, per ***s request, there is no billing history for us to view or see this far back We were able to go back as far as we could in our system to see what previous ownership charged since previous ownership made a switch in their billing software in November Due to previous ownership switching in November we will refund what was charged by previous ownership, which is a total of $due to previous ownership not processing cancellation per *** *** request back in
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I purchased a month membership, not a month membership I have documentation and a paid receipt to support this. I understand that there is new ownership and managementHowever this agreement/contract was executed almost a year prior to transfer of ownershipTherefore, all agreements/contracts that have been in place prior to new ownership must be honoredI request the additional months added to my membership, per my agreement that your Sales Manager offered to me in writingThese are very unethical business practices to change an agreement/contract after full payment has been receivedI spoke with two managers *** *** (Sales Mgr.) and *** (GM) who acknowledged your companies error and they both said they would correct itYour VP who was employed by Fitness Works when this agreement took place, is also aware of the agreement that was presented to me by his Sales Manager I attempted to reach Mrs*** by phone to resolve this matter, but never received a call back.Regards,*** ** ***
Thank you for making us aware of the complaint our customer, Summer [redacted]l filed with your office. Our Mesa location always strives for excellent service, and we appreciate the opportunity to respond.In regards to Ms. [redacted]'s personal training agreement that was purchased on...
6.1, 16, a freeze was put on her personal training account for 2 months per the conversation Brian and Ms. [redacted]l had on 8.2.16.Please see copy of agreement that was signed by Ms. [redacted]l on 8. 1.16. We did not receive a cancellation form from Ms. [redacted]l untll1.6.17. Please see signed cancellation form. Ms. [redacted]l had a past due balance of $480.00 and It Is stated on the cancellation request form that "All balance due amounts must be paid In full before a cancellation notice Is valid." A copy of this request form was e-malled to Ms. [redacted]l on 1.16.17 at 4:29pm to the e-mail ... see attached
Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Chandler North location always strives for excellent service, and we appreciate the opportunity to respond.Fitness Works apologizes for the miscommunication from the Chandler North...
location to our refund department regarding this matter. Mr. [redacted] did fill out his personal training cancellation in a timely matter with regards to the 3-day cancellation policy however it was not properly sent to the refund department to process. The refund department has refunded the $540.00 and mailed a check to the address that Mr. [redacted] has on file. He should receive this within 5-10 business days. We hope that this has been amicably resolved, and we will consider this matter closed unless notified otherwise.
The accounts have been cancelled and refund processed for the two months which equals 79.96 for two memberships at 19.99.
On the second page of the agreement that was signed it states the 3-day cancellation policy that was previously stated in the first response to this complaint. In addition it states the two ways that a cancellation can be processed, either in person at a location or by mail. This is also stated on the membership guideline signs that are posted on the wall close to each front desk.
May 20, 2015 Revdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585###-###-#### Consumer Info: [redacted] To Whom It May Concern: This is in response to case #[redacted] for [redacted]. ...
In order fully resolve this issue, we needmore information regarding [redacted]’s boyfriend. Please provide us with Name,Birthdate, Address and Phone Number so we can look into this issue further. Withoutthat information we cannot look into any records or databases for information. Should you have any further questions, please contact me at###-###-####. Healthy regards, Fitness Works Customer Support
Thank you for making us aware of the complaint our customer, [redacted] T[redacted] filed with your office. Our Phoenix, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond. On 2.10.16 our customer service received a letter asking to downgrade [redacted]...
T[redacted]'s account. However as stated in the location by our operations manager a buy down form would need to be completed. As a letter would not be sufficient because a new agreement would had to be rewritten with the appropriate signatures. Please see note on account.02/10/2016 03:21 PM Member submitted cancellation by letter. Account canceled immediately. Also stated he wants to downgrade his wife's however this will not be done. We do need a downgrade form. -MW[redacted] T[redacted]'s husband account was cancelled out with no further billing on 2.10.16. As the letter that was sent in was read incorrectly on his account. We can reactive Mr. T[redacted]'s account if he wishes at the lower rate and process the downgrade for [redacted] T[redacted] but again Ms. T[redacted] would need to go into the location to fill out the proper form.We trust that this issue has been amicably resolved, and we will consider this matter closed.
Lyndsey, In response to complaint # [redacted] I have attached the member invoices. Since we have recently bought out Fitness Works and are jumping into the complaints to memberships sold before the merger on 2/1/2015 we have refunded back [redacted] the two payments that were ran on 2/9/15 & 3/9/15 each in the amount of $19.99 for a total of $39.98. There have been no further funds taken from [redacted]'s account as the card that is on file was declining. We have removed the balance on the account and have canceled the account. Thank you,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have...
determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is extremely disappointing. Please refer to an email I sent to [redacted]@fitnessworks.com dated Monday July 6, 2015 with 8 pages of bank statements attached (for account which my debit card ending in [redacted] corresponds with) which I sent to [redacted]. I already emailed her my account statements confirming the refund WAS NOT deposited into my account on May 18 or the weeks follow.You will find one page of my bank statement attached to this message. The statement is dated from 5/12/15 to 5/27/15 and you will see that there is no credit amount for $199.50 anywhere to be seen. It should also be noted that during my conversation with customer service agent/collection agent named [redacted] (not sure about the spelling of her name) on 7/24/15 and 7/27/15, she has advised that the refund will be mailed to me, not deposited into my account. You should probably speak to her. She can be contacted on [redacted].
Regards,
[redacted]
Thank you for making us aware of the complaint that was filed with your office. Our Phoenix, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond. Our trail passes are reserved for local residents and we do...
apologize for any confusion on our part.
We have reviewed the account and have processed a refund in the amount of 240.00 since the other 240.00 was already returned back to the account. This refund will be placed in the mail today. We have called to verify the correct mailing address on file and spoke with Pooja...
at ###-###-####.
April 5, 2016 I cannot accept this thoughtless response. As a...
loyal, paying member to Fitness Works for ten years, I believed Brandon when he sold me the membership knowing that I had valid concerns against a member I pointed to as a previous stalker at the gym. Brandon told me before I signed my contract that he “had a zero tolerance policy for any harassment” and that he would personally resolve any issues to my satisfaction. This flippant response is not at all in alignment with what Brandon promised. Moreover, Brandon denied any responsibility when I approached him after the stalker followed me out of his parking lot, refusing to even return my call. After this frightening incident when I contacted the Mesa Police Department, Officer Karen S[redacted] warned me not to return to any campus of this gym and to change all of my routines and driving routes. My life became very scary! How can Fitness Works now state that I should further put myself in harm’s way which is a complete contradiction to Officer Karen S[redacted]’s directive?
32.85 has been refunded back to the member as of today by one of customer service reps.
After reviewing the account we have reversed the charges of 420.00 that the old Fitness Works did not stop trying to bill [redacted] for as we are under new ownership. We have corrected their mistake and made sure the billing company does not charge her any further. The amount...
of 420.00 was sent in to be returned to [redacted] on 7/14/2015.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending...
it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]