complaint came through from [redacted], we checked our system and he was not in it. After the complaint, we found out that he was calling regarding his wife's membership, [redacted]. In the afternoon of August 11th I spoke with his wife. She said that he wasn't in at that time and would call me back. I let her know that I was going to be at the gym all evening and it would be the best time to contact me. I manage 4 gyms and I am not always at the gym. I bounce around between the 4 gyms and sometimes phone calls are not the best way to reach me. However, all phones call are noted and I respond within a few days. He called on August 31st and spoke with a trainer that delivered this message to me. My trainer said that a man called during the evening shift to [redacted] Rd on Wednesday August 31st. According to my trainer that evening, he cussed her out over the phone. He asked for my personal cell phone number and she said she couldn’t give it to him. She asked for his name and he said that he wasn’t going to give her his name or number because she wouldn’t give him my phone number. She got his phone number off the caller ID.
Using the phone off of caller ID, I called him back on Thursday September 1st around 2:30pm. He said it was in regards to his wifes’ membership and this is when I found out who [redacted] was. He said that she signed up for an 8 week trial and paid in full on June 7th. He said that the last time that his wife came that she had a small asthma attack (That was on June 12th, which was her first and only check-in, in which my trainers [redacted] and [redacted] were working). He said that she asked the trainers that day if they could tone down the workout and they responded with a “NO” and said that they could not tone down the workout. 9Round is for all fitness levels and my trainers which have been with us for almost two years combined would not make a statement like that. That was her last workout with us. Since then, they received phone calls from our collections agency just like every other person would if they have outstanding payments. The reason for these outstanding payments was because the 8 week membership automatically renews as a month to month membership, which is stated in the agreement that [redacted] signed and was also told about when she signed up. I told him that her membership is still active and that’s the reason for the payments. I said that he needed to fill out a cancellation notice but he refused to come fill one out. I told him that the trainers are just the messenger and that I was the person he needed to speak with. He said that he had called us at least 10 times and I was never there when he called. I told him that she signed an agreement that stated that her membership would continue until cancelled. He said that we had no proof her signing that. I told him that I have an agreement with her signatures on it and that I was currently looking at it. He said they never received a copy but I informed him that we send agreements via email after they sign up. He continued on to say that he contacted the Revdex.com about us and that he will continue to bad mouth us everyday to everyone he knows. He did cuss at me multiple times and threatened to run our business into the ground. He said that if he received any more phone calls from us or the collections agency that he would cuss them out every time. We never came to a conclusion, so I cancelled the membership and sent the remaining balance of $94 to collections. In most cases when members have issues with cancellations, I will help them out by immediately cancelling the agreement or even issuing a refund. Cancellations happen all the time, but this was the first one that escalated to this level. [redacted] was so rude to my trainers and myself that being cooperative and helpful to him was not an option.
[redacted], I have attached the agreement that [redacted] signed on June 7th. Please let me know if you need anything else. I would like to be kept in the loop on how this situation is resolved.
[redacted],
When the...
complaint came through from [redacted], we checked our system and he was not in it. After the complaint, we found out that he was calling regarding his wife's membership, [redacted]. In the afternoon of August 11th I spoke with his wife. She said that he wasn't in at that time and would call me back. I let her know that I was going to be at the gym all evening and it would be the best time to contact me. I manage 4 gyms and I am not always at the gym. I bounce around between the 4 gyms and sometimes phone calls are not the best way to reach me. However, all phones call are noted and I respond within a few days. He called on August 31st and spoke with a trainer that delivered this message to me. My trainer said that a man called during the evening shift to [redacted] Rd on Wednesday August 31st. According to my trainer that evening, he cussed her out over the phone. He asked for my personal cell phone number and she said she couldn’t give it to him. She asked for his name and he said that he wasn’t going to give her his name or number because she wouldn’t give him my phone number. She got his phone number off the caller ID.
Using the phone off of caller ID, I called him back on Thursday September 1st around 2:30pm. He said it was in regards to his wifes’ membership and this is when I found out who [redacted] was. He said that she signed up for an 8 week trial and paid in full on June 7th. He said that the last time that his wife came that she had a small asthma attack (That was on June 12th, which was her first and only check-in, in which my trainers [redacted] and [redacted] were working). He said that she asked the trainers that day if they could tone down the workout and they responded with a “NO” and said that they could not tone down the workout. 9Round is for all fitness levels and my trainers which have been with us for almost two years combined would not make a statement like that. That was her last workout with us. Since then, they received phone calls from our collections agency just like every other person would if they have outstanding payments. The reason for these outstanding payments was because the 8 week membership automatically renews as a month to month membership, which is stated in the agreement that [redacted] signed and was also told about when she signed up. I told him that her membership is still active and that’s the reason for the payments. I said that he needed to fill out a cancellation notice but he refused to come fill one out. I told him that the trainers are just the messenger and that I was the person he needed to speak with. He said that he had called us at least 10 times and I was never there when he called. I told him that she signed an agreement that stated that her membership would continue until cancelled. He said that we had no proof her signing that. I told him that I have an agreement with her signatures on it and that I was currently looking at it. He said they never received a copy but I informed him that we send agreements via email after they sign up. He continued on to say that he contacted the Revdex.com about us and that he will continue to bad mouth us everyday to everyone he knows. He did cuss at me multiple times and threatened to run our business into the ground. He said that if he received any more phone calls from us or the collections agency that he would cuss them out every time. We never came to a conclusion, so I cancelled the membership and sent the remaining balance of $94 to collections. In most cases when members have issues with cancellations, I will help them out by immediately cancelling the agreement or even issuing a refund. Cancellations happen all the time, but this was the first one that escalated to this level. [redacted] was so rude to my trainers and myself that being cooperative and helpful to him was not an option.
[redacted], I have attached the agreement that [redacted] signed on June 7th. Please let me know if you need anything else. I would like to be kept in the loop on how this situation is resolved.
Kind regards,
[redacted]