MaxFitness Auburn

Thank you for the opportunity to respond to this member concern After much investigation we did not find any correspondance from Ms [redacted] regarding a cancellation request until late December, She signed a two year agreement There is a provision for cancellation if you provide proof of your new address She never did that We did not receive a letter from her in March that she mentioned sending to us We sent email reminders and mail regarding her account status She may have spoken to someone at the facility but our cancellation department never spoke with her We never heard back from her and that is how she ended up in third party collections She mentioned that she paid over $after she tried to cancel That is an incorrect figure She paid $from July until February She was sent to third party collections in June We have contacted third party collectors to inquire about their charges and we will contact Ms [redacted] and speak with her at that time We want to help Ms [redacted] with this situation Please let us know if we can be of further assistance Thank you Max Fitness Corporate Office - Columbus, GA

Thank you for allowing us to address this member concern We apologize for any confusion our member experienced during the sign up process regarding the cancellation policy There are several parts of the cancellation policy listed on the contract and you have to read all of them to understand it correctly We will cancel this membershipWe will also void the $cancellation fee The Auburn Max Fitness is going through a software conversion so it will be a few days before we can terminate it Please contact us if we can be of further assistance Thank you! Max Fitness Customer Service

Thank you for contacting us regarding this member concern We tried to contact our member on November 4, by phone on two different numbers As of this afternoon late we have not received a return call At this time we were wanting to let member know that we have contacted CRI , the third party company that had contacted our member about past due payment We requested that CRI release this account back to our company The balance has been voided and the account terminated CRI did report negative credit information to the credit bureau but we have demanded that it be removed We feel confident that this will be done It may take up to days for the update to take placeWe apologize for any inconvenience this misunderstanding may have caused Please contact us if you have further questions Thank you Customer Service - Auburn Fitness for Women - Max Fitness - CAS

I went to max fitness when I was in schoolTwo years later I get a phone call with a guy threatening me that I had to pay this bill, and laughing and saying awful things to meI never received a bill because all my bills went to my home address and if you new my mother you would know if we got a bill or notI called there corporate headquarters and they said they had sent a bill which is a blatant lieThen they turned it over to a collection agency and now I have to pay a fee on top of itAll they had to do was send a bill and it would have been paidThis is not the way to do business and the threats were very realWould you give your credit card at to some random man on the phoneI think notI think someone should do something about this companyI don't even remember signing a contractThanks you, [redacted]

Thank you for the opportunity to respond to this member concern It seems there has been a breakdown in communication between the member and the sales person at the [redacted] Max Fitness location All new members should read all the paperwork at time of joining as this explains the cancellation process in detail We would like for the member to call or go by the gym and speak directly with the sales person that sold them the membership This would be the only way to settle the miscommunication Thank you [redacted] - Customer Service - Max Fitness - Columbus

Thank you for allowing us to respond to this member concern We have spoken to our member since the first time the Revdex.com letter was sent to us We did have phone problems for a few days and we apologize for this frustration for our member We also sent out cancellation information regarding the initial denial because members mail was returned to us by the post office We have been in touch with member and she knows what information we are needing to finalize the cancellation Member said she would provide this to us soon We will use this information from member to better prevent this type problem Thank you and please let us know if we can be of further assistance Max Fitness - Customer Service

Thank you for allowing us to address this member concern We have been in contact with our member and the situation has been resolved to members satisfaction Please let us know if we can help further Thank You! Max Fitness - Customer Service - Auburn, AL

Thank you for allowing us to respond to this member concern The member's account has already been cancelled All accounts require a day notice to cancel It doesn't have anything to do with changing gyms, locations, expiration and suchAll accounts have a auto renewal clause that member signs on the agreement All accounts require a day notice so until we receive that accounts continue to bill We received members request to cancel on March 28th therefore she must pay for April because that was not a day notice The account was charged for April as the last payment Please let us know if we can be of further assistance Thank you Customer Service - Max Fitness - Auburn, AL

Thank you for the opportunity to respond to this member concern We have talked with our member regarding his difficulty in receiving the correct cancellation procedure Member is a long term member and we have agreed to terminate We hope our member will consider us again in the future and that they are satisfied with this outcome Thank you [redacted] - Max Fitness corporate office - Columbus, GA

Thank you for contacting us regarding this member concern We have tried to understand how the member was given this incorrect information We are contacting the sales person and meeting with the staff to better our communication regarding the point of sale At this time we have terminated the agreement for this member with no balance due We wish the best of luck to our member in meeting his fitness goals and hope he will consider Max Fitness in the future Thank you Max Fitness - Columbus, GA Customer Service

[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 *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We have reviewed this complaint again. It seems that the member and the sales person have two different versions of what was said and it is hard to prove this and determine the outcome. At this time we have terminated the membership but with no refund. We have not charged a $fee and there will be no charges for July. We hope the member is satisfied with this outcome. It is final with no changes. Thank you for this opportunity to resolve this issue

[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 ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

[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 ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

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
Because the sales person has no authority to cancel, I reject their way to talk to sales person
This is not miscomunication
- I have been worked at fitness center as sales person about half yearSo I know well about system, especially cancellationEven though systems are different, I know the cancellation is so complicateBecause of that, I asked many detail things about their cancellation policy during about a hour.
- I have clear understanding about their cancellation policyThey told me it's simply done at reception with $
- Below is their contract contents about cancellation
CONSUMER'S RIGHT TO CANCELATION : It's recommended that you send your cancellation notice by registered or certified mail, return receipt requested to MAX STUDIO East alabama drive Auburn, Al in order to prove that you did cancelIf you hand-deliver your cancellation, be sure to get a signed statement from an official of the Club acknowledging your cancellation
- When first visiting to cancel, they told my husband that he needs to send the cancellation paper to ANOTHER CENTER. It's totally different way with their contract
There are no sentences about no cancellation policy. Below is their contract about cancellationI required explaination about below, the sales person told me that I need to pay $to cancel except moving or medical preblem during contract
CANCELLATION FEES : All cancellations prior to the completion of the contract are subject to a $feeINT______
They have misunderstandingNot me
- They are ruining their contract themselvesTheir ways are not based on their contractThey, even though manager, push me to follow their rulesBut speak again, IT'S NOT BASED ON THEIR CONTRACT. If the sales person has misunderstanding about their policy, It's their problemnot mine.
- If they tell us that the sales person has wrong information about cancellation policy, I would not believe that Because the manager told to my husband that the sales person has worked about years at this fitness center. Not yearyears
1. I want to stop my membership with $50.
Return $for June(I required it at 25/5/But they refused it, so I should have paid this.)
Return $for July and $for club enhancement fee If they occur
1[Provide details of why you are not satisfied with this resolution.]
Regards,
Youngsun Seo

Thank you for the opportunity of helping with this customer concern. I did speak with the member earlier this week and we are working on resolving this with a positive outcome from the member. We will check back with the Revdex.com if there are any further concerns. We will be contacting
the member again in a few days. Thank you! Customer Service Max Fitness Auburn

Thank you for the opportunity to respond to this member concern. This member did sign a year binding agreement. Member moved and needed to provide proof of this new address but we never received it. This member expires in months so we have agreed
to go ahead and terminate immediately. We hope our member will be pleased with this outcome. Thank you and let us know if we can help further with this account. Customer Service - Columbus corporate offices for Max Fitness

[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 ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,*** ***

Thank you for this answer.
But I would watch carefully whether monthly dues and club enhancement fee are charged or not at July.
If it is occerd, I would complain again against their treatment for this case.
Thanks.
 
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for the opportunity to respond to this member concern.  After investigation this is what we found out.  Ms. [redacted] upgraded her membership August 21, 2013.  They gave her a new membership number for the upgraded account.  Our location failed to notify us to cancel the...

old membership and only bill for the new membership.  We apologize for that situation.  We have tried to correct this mistake since the end of January 2014.  We mailed the refund to the address on file which was no longer correct.  When we were notified by Ms. [redacted] of this we mailed another refund check to her current address, however, she has not received it.  Ms. [redacted] has instructed us to mail a 3rd check to her parents home to be sure there are no problems.  Ms. [redacted] said she had experienced problems with her mail at her apartment complex in the past.  The refund check will be mailed today.  We apologize for the misunderstandings in the address and delays in getting this refund to Ms. [redacted].  We have tried but it did take too long and we try to improve our customer service everyday.   Thank you and let us know if we can be of further assistance.   [redacted] - Customer Relations - Max Fitness - Auburn, AL.