On 11/20/15, [redacted] and [redacted] came to Miami Athletic Club (MAC) to inquire about membership to be paid for by their insurance provider, [redacted] health insurance under coverage for the Silver Sneakers programThe [redacted] each brought in a doctor signed Release for Activity so that MAC could process their paperwork and they could then use the facilitiesHowever, as of January 1, 2016, due to changes with their insurance coverage (***), the [redacted] no longer qualifed for the Silver Sneakers programAll of the [redacted] paperwork was filed with MAC under the Silver Sneakers programWhen the [redacted] returned to Miami Athletic Club recently, they said that they were Silver and Fit members (not Silver Sneakers), which is a totally separate insurance program and filing system for MACThey did not have the Silver and Fit key fob to check in so MAC staff needed to locate their paperwork in order to match them with a key fobMAC staff could not locate their paperwork in our filing system for Silver and Fit because it was filed in the Silver Sneakers systemMAC staff attempted to locate their paperwork in the wrong filing system, because the [redacted] said that they were part of Silver and FitThey did not explain that their insurance coverage had changed and that they used to be part of insurance program, but now qualified for a different insurance program All of their paperwork was filed under Silver Sneakers (which they DID qualify for in November, 2015, but not in January, 2016)All paperwork is attached (see PDF file attached) and can be returned to the [redacted] There was no malice or expectation that the [redacted] incur any expense under these circumstancesWith proper communication, all confusion and error could have been resolvedThe [redacted] do qualify for Silver and Fit and can utilize MAC services under their insurance program once they are given the proper Silver and Fit Key Fob from the MAC to check inIt is unfortunate that this miscommunication was not identified earlierSincerely, Kris S [redacted] , MAC Account Manager
On 11/20/15, [redacted] and [redacted] came to Miami Athletic Club (MAC) to inquire about membership to be paid for by their insurance provider, [redacted] health insurance under coverage for the Silver Sneakers programThe [redacted] each brought in a doctor signed Release for Activity so that MAC could process their paperwork and they could then use the facilitiesHowever, as of January 1, 2016, due to changes with their insurance coverage (***), the [redacted] no longer qualifed for the Silver Sneakers programAll of the [redacted] paperwork was filed with MAC under the Silver Sneakers programWhen the [redacted] returned to Miami Athletic Club recently, they said that they were Silver and Fit members (not Silver Sneakers), which is a totally separate insurance program and filing system for MACThey did not have the Silver and Fit key fob to check in so MAC staff needed to locate their paperwork in order to match them with a key fobMAC staff could not locate their paperwork in our filing system for Silver and Fit because it was filed in the Silver Sneakers systemMAC staff attempted to locate their paperwork in the wrong filing system, because the [redacted] said that they were part of Silver and FitThey did not explain that their insurance coverage had changed and that they used to be part of insurance program, but now qualified for a different insurance program All of their paperwork was filed under Silver Sneakers (which they DID qualify for in November, 2015, but not in January, 2016)All paperwork is attached (see PDF file attached) and can be returned to the [redacted] There was no malice or expectation that the [redacted] incur any expense under these circumstancesWith proper communication, all confusion and error could have been resolvedThe [redacted] do qualify for Silver and Fit and can utilize MAC services under their insurance program once they are given the proper Silver and Fit Key Fob from the MAC to check inIt is unfortunate that this miscommunication was not identified earlierSincerely, Kris S [redacted] , MAC Account Manager