There will be no pro-rated amount refunded to [redacted] as we have offered to Ms. [redacted] use of our other 5 locations. Just like the authorities we can not falsely accuse someone nor discriminate.
This account has been reviewed and the $50.00 refund that Ms. [redacted] is requesting has been processed and will be sent to her via mail at the following address that we have on file at [redacted] [redacted] In addition we have cancelled out both agreements personal...
training and membership agreement for Ms. [redacted] with no further billing.
Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Phoenix, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond. We apologize to Mr. [redacted] that he wasn't able to obtain the results...
he was looking for. As we did and will reassign trainers to clients if this does occur so member's can continue on with achieving their fitness goals. Fitness Works has thousands of personal training clients that are unstoppable and have been using our services for years. Which in the interest of goodwill, we have decided to refund the unused portion of the members personal training sessions. Mr. [redacted] will receive a refund of 20 unused sessions. We have attached our accounting report identifying the unused sessions.We trust that this has been amicably resolved, and will consider this matter closed unless notified otherwise.
HiI received notification that my case was closed but I wanted to have it noted on my account that even though Fitness works paid me back for what they took that did not take care of NSF fees I had this is very frustrating to me because I went to the gym manager and told him of the pending charge and he refused to help me then a week later I get a check in the mail but of course by then I already had some items return back if he were given the ability to stop at pending charge that would've taken care of everything all he could do is refer me to a customer service number I think this says something about the company and I would like that noted on my case thank youSent from my iPhone
To whom it may concern: Fitness Works has resolved the issue with member [redacted] and has processed a full refund. The member stated she is satisfied with the resolution.Should you have any questions, please contact me at (480) 981-6017.[redacted] [redacted]Customer Service Director
Please see attachments of both [redacted] & [redacted] Cancellation requests and membership agreements.Both cancellation requests were submitted on 1/14/2016. Fitness Works only has a 5 day cancellation notice. This means if your billing falls within the 5 day notice you are still responisble for...
that payment. [redacted] and [redacted] both had a payment that was to come out on 1/15/2016. Therefore that would be their last payment and then the agreements would have cancelled out. Since these two payments were not paid on 1/15/2016 their memberships were not cancelled out. As it clearly states on the cancellation request form that was signed by [redacted] and [redacted]. "We require a 5 day notice to cancel therefore if your monthly dues and or annual fee falls within the 5 day notice then you will be charged those fees. All balance due amounts must be paid in full before a cancellation notice is valid."Since balances were not paid in full, the cancellation notice is not valid. All [redacted] and [redacted] need to do is pay the payments due on 1/15/2016 and the accounts will cancel out with no further billing.
Yes the previous owner of the gym did allow freezes, however due to the new ownership as of 2/1/15 freezes are only allowed for the reasons of medical or military. The agreement states that the member is aware that the rules can change (see section O of the agreement. We can offer this member 1 free...
month however there will be no refund given as the customer has utilized the facility (see check-in history).
Thank you for making us aware of the complaint our customer, Ms. [redacted] filed with your office. Our Glendale, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond. We apologize to Ms. [redacted] for the delay...
on her refund. Our accounting department will issue and mail a refund check to Ms. [redacted]'s husband since the agreement in questions is under his name, this week. The total amount refunded back will be in the amount of $480.00 which is for the last two personal training payments that were made on Mr. [redacted]'s account. If there are any complications please contact us at the number below. Once again, we apologize for the delay. We trust that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise.[redacted]
This is in response to case #[redacted] for [redacted]. After reviewing Mr. ** [redacted]’ membership documents, Fitness Works has concluded that we are unable to extend the expiration date on his membership or issue a refund for the amount that Mr. [redacted] is requesting. We recently...
went through major changes with our new ownership and many of our policies have changed, we apologize for any inconvenience this may have caused and that we are unable to provide what Mr. [redacted] is requesting. Because [redacted] has used the services for the 12 months he signed up for, a refund will not be issued. Per our Vice President, we are able to offer a 16 month Paid in Full agreement if he decided to renew with Fitness Works. Should you have any further questions, please contact me at ###-###-####.
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 can,ellatlon In 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.Mr. [redacted] was refunded the total amount of $540.00 In which was drafted from his account.We hope that this has been amicably resolved, and we will consider this matter closed unlessnotified otherwise.
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.I have received the check this morning at 9:30am by going to the gym. It took a while, but I did receive it. I am sorry it had to come to this. Brian said he kept emailing Aaron all along this journey and they told him they mailed another check on 4/27/16. Which they are saying they didn't do. I am happy this nightmare is over!
Regards,
[redacted]
[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, I am glad to have this complaint on file, so that other customers will be aware of their unfair billing practices.
[redacted]
Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Mesa location always strives for excellent customer service, and we appreciate the opportunity to respond.Our members, when needing to cancel their memberships have the option...
to do so by going to any Fitness Works locations and filling out a cancellation form or mail the cancellation form to our P.O. Box. Which is provided on the back of the membership agreement that is signed at the day of purchase. We have attached a copy of this membership agreement. We provide easy membership cancellation solutions for all of our members. Fitness Works will not issue a refund but has canceled [redacted] membership account with nothing further billing since we did receive the signed cancellation request form on 10/25/2016 which we have attached. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.
Thanks for your help resolving the issue. We do have a few things we would like to get to your attention. 1. We were given a run around when we first tried reaching out to your facility and then customer service2. What caught us by surprise was the appalling response from customer service supervisor Mckena (Apologize if I have misspelled the name) . We were told there's nothing that can be done and when we requested for a contact to help escalate the issue to get some attention we were stone walled and told we could not go any higher up. To add to this, we were told the matter/issue has been closed and were specifically stated that she(Mckena) had reached out to management and no one would entertain us. We also requested to see if we can stop by your corporate facility or seek an appointment to talk to some one in person, we were told and if we did come into the facility it will be treated as a "Threat". The way the whole thing was handled was frustrating with no regard to customer. How can a business be so disconnected with their customers and be rude to them. 3. We were forced to look for alternative solutions to get this issue highlighted to the management. I would like to thank the Fitness works management and Revdex.com for their help resolving this issue. The call received by my wife was very brief stating that Fitness works would refund the money. The call was made by Mckena again and no apologies were rendered as part of that conversation, which again was very surprising. The least a customer is owed for all the trouble is an apology.4. We are still waiting for the refund. I am more than happy to talk to Fitness works management if required to help walk them through the entire episode and our experience. I am rejecting the response since we are still waiting for the refund and hope that we would get a response back to our feedback listed in this email.
See second page of agreement, Letter T "A member may receive a refund only when executing the mandatory three day right of cancellation. All prepaid membership fees are nonrefundable." This agreement which was purchased on 9/24/2015 for 26 sessions was a paid in full...
Thank you for making us aware of the complaint our customer, Tammy Booze flied with your office. Our Gilbert location always strives for excellent service, and we appreciate the opportunity to respond.Please see copy of membership agreement that was signed on 1.3.17. "If you c ncel this contract...
within the three day period, you are entitled to a full refund of your money,"A cancellation request form was signed on 1.15.17, which Is not Inside the 3•day period tocancel.We hope that this has been amicably resolved, and we will consider this matter closed unless notified otherwise.
The response from this business does not surprise me and reconfirms the fact that they are not customer oriented and should not be a member of the Revdex.com. As I stated in the compliant below, I called for the manager several times and left messages. It took me going there to try to resolve the issue before I had some cooperation from the front desk. The manager was still not available to speak with me.. The manager still has not had the courtesy to call and speak with me. The family member was never able to use the facilities because of her medical condition. They requested proof and I brought a letter from the facility to prove she was inpatient. They provided no service for the $60 that was paid to them. How could anyone with any integrity feel they are entitled to keep the money. I will continue to let people know what kind of business this is and we will never use them. The money they lose in poor customer service outweighs the small $60 fee that they are refusing to return. Anyone with any business savvy would know better. The fact that they didn't respond to Revdex.com in the allotted time also reflects what kind of business sense this place has. The original complaint isI purchased a club membership $60 for my family member agreement # [redacted] Due to a relapse on 1/11 [redacted] went inpatient rehab to a 30 day program at Crossroads Rehab before [redacted] could even use the facilities. [redacted] could possibly be inpatient up to 90 days. As requested, I gave Fitness Works the document from Crossroads Rehab stating that [redacted] is currently inpatient at the facility. The manager at Fitness Works has avoided all my calls. i've been referred to ABC Financial Services a couple of times but they don't handle Club Memberships. I've been to the club twice trying to get someone to speak to but the manager is never there. I've been told his name is Vic and I've also gotten the name Jose S[redacted]
RE: Complaint ID # [redacted] Thank you for making us aware of the complaint our customer, filed with your office. Our Gilbert, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond. The client states she received a copy via...
fax/email, but she has no email listed on her original agreement nor does she have one listed currently on her account. Is she able to provide the faxed copy with the cover page that came with it? Or was the copy in hand the copy she received POS? She trained 4 times and did not request a copy during this time again. She was not charged $65 for anything either. She was charged POS for her down payment of $19 and charged accordingly monthly for her membership aside from that at $20/monthly. Please see attachments of the membership and personal training agreement that was signed by the member. We trust that this issue has been amicably resolved, and we will consider this matter closed.
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.
Here is the requested information about my boyfriend for the business: [redacted], DOB: [redacted], address: [redacted] pjoneb # [redacted]
Regards,
[redacted]
There will be no pro-rated amount refunded to [redacted] as we have offered to Ms. [redacted] use of our other 5 locations. Just like the authorities we can not falsely accuse someone nor discriminate.
This account has been reviewed and the $50.00 refund that Ms. [redacted] is requesting has been processed and will be sent to her via mail at the following address that we have on file at [redacted] [redacted] In addition we have cancelled out both agreements personal...
training and membership agreement for Ms. [redacted] with no further billing.
Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Phoenix, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond. We apologize to Mr. [redacted] that he wasn't able to obtain the results...
he was looking for. As we did and will reassign trainers to clients if this does occur so member's can continue on with achieving their fitness goals. Fitness Works has thousands of personal training clients that are unstoppable and have been using our services for years. Which in the interest of goodwill, we have decided to refund the unused portion of the members personal training sessions. Mr. [redacted] will receive a refund of 20 unused sessions. We have attached our accounting report identifying the unused sessions.We trust that this has been amicably resolved, and will consider this matter closed unless notified otherwise.
HiI received notification that my case was closed but I wanted to have it noted on my account that even though Fitness works paid me back for what they took that did not take care of NSF fees I had this is very frustrating to me because I went to the gym manager and told him of the pending charge and he refused to help me then a week later I get a check in the mail but of course by then I already had some items return back if he were given the ability to stop at pending charge that would've taken care of everything all he could do is refer me to a customer service number I think this says something about the company and I would like that noted on my case thank youSent from my iPhone
To whom it may concern: Fitness Works has resolved the issue with member [redacted] and has processed a full refund. The member stated she is satisfied with the resolution.Should you have any questions, please contact me at (480) 981-6017.[redacted] [redacted]Customer Service Director
Please see attachments of both [redacted] & [redacted] Cancellation requests and membership agreements.Both cancellation requests were submitted on 1/14/2016. Fitness Works only has a 5 day cancellation notice. This means if your billing falls within the 5 day notice you are still responisble for...
that payment. [redacted] and [redacted] both had a payment that was to come out on 1/15/2016. Therefore that would be their last payment and then the agreements would have cancelled out. Since these two payments were not paid on 1/15/2016 their memberships were not cancelled out. As it clearly states on the cancellation request form that was signed by [redacted] and [redacted]. "We require a 5 day notice to cancel therefore if your monthly dues and or annual fee falls within the 5 day notice then you will be charged those fees. All balance due amounts must be paid in full before a cancellation notice is valid."Since balances were not paid in full, the cancellation notice is not valid. All [redacted] and [redacted] need to do is pay the payments due on 1/15/2016 and the accounts will cancel out with no further billing.
Yes the previous owner of the gym did allow freezes, however due to the new ownership as of 2/1/15 freezes are only allowed for the reasons of medical or military. The agreement states that the member is aware that the rules can change (see section O of the agreement. We can offer this member 1 free...
month however there will be no refund given as the customer has utilized the facility (see check-in history).
Thank you for making us aware of the complaint our customer, Ms. [redacted] filed with your office. Our Glendale, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond. We apologize to Ms. [redacted] for the delay...
on her refund. Our accounting department will issue and mail a refund check to Ms. [redacted]'s husband since the agreement in questions is under his name, this week. The total amount refunded back will be in the amount of $480.00 which is for the last two personal training payments that were made on Mr. [redacted]'s account. If there are any complications please contact us at the number below. Once again, we apologize for the delay. We trust that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise.[redacted]
This is in response to case #[redacted] for [redacted]. After reviewing Mr. ** [redacted]’ membership documents, Fitness Works has concluded that we are unable to extend the expiration date on his membership or issue a refund for the amount that Mr. [redacted] is requesting. We recently...
went through major changes with our new ownership and many of our policies have changed, we apologize for any inconvenience this may have caused and that we are unable to provide what Mr. [redacted] is requesting. Because [redacted] has used the services for the 12 months he signed up for, a refund will not be issued. Per our Vice President, we are able to offer a 16 month Paid in Full agreement if he decided to renew with Fitness Works. Should you have any further questions, please contact me at ###-###-####.
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 can,ellatlon In 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.Mr. [redacted] was refunded the total amount of $540.00 In which was drafted from his account.We hope that this has been amicably resolved, and we will consider this matter closed unlessnotified otherwise.
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.I have received the check this morning at 9:30am by going to the gym. It took a while, but I did receive it. I am sorry it had to come to this. Brian said he kept emailing Aaron all along this journey and they told him they mailed another check on 4/27/16. Which they are saying they didn't do. I am happy this nightmare is over!
Regards,
[redacted]
[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, I am glad to have this complaint on file, so that other customers will be aware of their unfair billing practices.
[redacted]
Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Mesa location always strives for excellent customer service, and we appreciate the opportunity to respond.Our members, when needing to cancel their memberships have the option...
to do so by going to any Fitness Works locations and filling out a cancellation form or mail the cancellation form to our P.O. Box. Which is provided on the back of the membership agreement that is signed at the day of purchase. We have attached a copy of this membership agreement. We provide easy membership cancellation solutions for all of our members. Fitness Works will not issue a refund but has canceled [redacted] membership account with nothing further billing since we did receive the signed cancellation request form on 10/25/2016 which we have attached. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.
Thanks for your help resolving the issue. We do have a few things we would like to get to your attention. 1. We were given a run around when we first tried reaching out to your facility and then customer service2. What caught us by surprise was the appalling response from customer service supervisor Mckena (Apologize if I have misspelled the name) . We were told there's nothing that can be done and when we requested for a contact to help escalate the issue to get some attention we were stone walled and told we could not go any higher up. To add to this, we were told the matter/issue has been closed and were specifically stated that she(Mckena) had reached out to management and no one would entertain us. We also requested to see if we can stop by your corporate facility or seek an appointment to talk to some one in person, we were told and if we did come into the facility it will be treated as a "Threat". The way the whole thing was handled was frustrating with no regard to customer. How can a business be so disconnected with their customers and be rude to them. 3. We were forced to look for alternative solutions to get this issue highlighted to the management. I would like to thank the Fitness works management and Revdex.com for their help resolving this issue. The call received by my wife was very brief stating that Fitness works would refund the money. The call was made by Mckena again and no apologies were rendered as part of that conversation, which again was very surprising. The least a customer is owed for all the trouble is an apology.4. We are still waiting for the refund. I am more than happy to talk to Fitness works management if required to help walk them through the entire episode and our experience. I am rejecting the response since we are still waiting for the refund and hope that we would get a response back to our feedback listed in this email.
Refund of $90 was refunded back for the unused sessions that were not used and the agreement was cancelled so no further billing will occur.
See second page of agreement, Letter T "A member may receive a refund only when executing the mandatory three day right of cancellation. All prepaid membership fees are nonrefundable." This agreement which was purchased on 9/24/2015 for 26 sessions was a paid in full...
agreement.
Thank you for making us aware of the complaint our customer, Tammy Booze flied with your office. Our Gilbert location always strives for excellent service, and we appreciate the opportunity to respond.Please see copy of membership agreement that was signed on 1.3.17. "If you c ncel this contract...
within the three day period, you are entitled to a full refund of your money,"A cancellation request form was signed on 1.15.17, which Is not Inside the 3•day period tocancel.We hope that this has been amicably resolved, and we will consider this matter closed unless notified otherwise.
The response from this business does not surprise me and reconfirms the fact that they are not customer oriented and should not be a member of the Revdex.com. As I stated in the compliant below, I called for the manager several times and left messages. It took me going there to try to resolve the issue before I had some cooperation from the front desk. The manager was still not available to speak with me.. The manager still has not had the courtesy to call and speak with me. The family member was never able to use the facilities because of her medical condition. They requested proof and I brought a letter from the facility to prove she was inpatient. They provided no service for the $60 that was paid to them. How could anyone with any integrity feel they are entitled to keep the money. I will continue to let people know what kind of business this is and we will never use them. The money they lose in poor customer service outweighs the small $60 fee that they are refusing to return. Anyone with any business savvy would know better. The fact that they didn't respond to Revdex.com in the allotted time also reflects what kind of business sense this place has. The original complaint isI purchased a club membership $60 for my family member agreement # [redacted] Due to a relapse on 1/11 [redacted] went inpatient rehab to a 30 day program at Crossroads Rehab before [redacted] could even use the facilities. [redacted] could possibly be inpatient up to 90 days. As requested, I gave Fitness Works the document from Crossroads Rehab stating that [redacted] is currently inpatient at the facility. The manager at Fitness Works has avoided all my calls. i've been referred to ABC Financial Services a couple of times but they don't handle Club Memberships. I've been to the club twice trying to get someone to speak to but the manager is never there. I've been told his name is Vic and I've also gotten the name Jose S[redacted]
RE: Complaint ID # [redacted] Thank you for making us aware of the complaint our customer, filed with your office. Our Gilbert, AZ location always strives for excellent customer service, and we appreciate the opportunity to respond. The client states she received a copy via...
fax/email, but she has no email listed on her original agreement nor does she have one listed currently on her account. Is she able to provide the faxed copy with the cover page that came with it? Or was the copy in hand the copy she received POS? She trained 4 times and did not request a copy during this time again. She was not charged $65 for anything either. She was charged POS for her down payment of $19 and charged accordingly monthly for her membership aside from that at $20/monthly. Please see attachments of the membership and personal training agreement that was signed by the member. We trust that this issue has been amicably resolved, and we will consider this matter closed.
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.
Here is the requested information about my boyfriend for the business: [redacted], DOB: [redacted], address: [redacted] pjoneb # [redacted]
Regards,
[redacted]