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MUV Fitness

Fitness Centers, Gymnasiums, Health Clubs, Swimming Pools - Private

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MUV Fitness Reviews (50)

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User Reviewer9476154 time 09.05.2018

I
want to express our heartfelt apologies that you had this kind of experience in
our clubs. While we hate to hear that one of our members had such an...

experience
in our clubs, I do want to thank you for bringing this situation to our
attention. We will use this as an opportunity to take a hard look at
our current customer service program and work to prevent
this situation from taking place again. A refund check has been mailed to the address
you requested. Thank you for your time.


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User Reviewer8513820 time 30.04.2018

We met with Mr. [redacted] today to review the agreements that he and his wife signed up for on 2/16/15. Mr. and Mrs. [redacted] were signed up on a Groupon membership special that they qualified for, which has a rate of $0 waived enrollment, and $29 monthly dues. This special is actually a better rate...

than our normal new member special which at that time has a waived enrollment and monthly dues of $39 per month.  We sincerely regret that this comparison was not made clear to them upon sign up, resulting in slighted feelings and confusion. Because our records indicate that they signed up on the 16th of the month, the 16th is the default billing date set forth by the agreement unless something else is specifically requested. Because of this, the agreements did bill on the 16th of the month, rather than the 13th that the [redacted]'s had thought they signed up on. This has been rectified to their satisfaction going forward to be billed on the 13th of the month.  We offered to go through the agreements with them again, but they said that after reading them they understand all of the points that were unclear to them before. They are content to move forward with their program with their new billing date.We have additionally credited them $189.12 towards their membership dues to rectify the bank charges they incurred because of this misunderstanding.  They are excited to be using their personal training sessions themselves starting this following Monday to get back onto their program. We look forward to having them back in the club and wish them the best of luck on their training and health program!


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User Reviewer8515717 time 27.04.2018

Hi [redacted], 
Thank you again for taking the time to speak to us. We appreciate the feedback and will use this as a tool to improve in the future. As discussed, we have the refund in process for you and the account has been cancelled out immediately. We wish you the best on your fitness...

journey!


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User Reviewer8413469 time 25.04.2018

Hi [redacted]. As per your conversation with our club coordinator we have received your letter of cancellation. Thank you for mailing that in. As noted on your membership agreement, a thirty day notice of cancellation with one final payment is required for cancellation. The reasoning for this is that...

anytime money is processing through automatic payment, it requires some advanced notice in order to stop the funds transfer. As you had called just 4 days before your next payment, 3 of them being a holiday weekend, it's very difficult to stop these payments from processing. We have made an attempt to stop the payment, if that is unsuccessful, the final dues payment will be refunded back to you. As for the Personal Training sessions that you purchased in November of 2015, I'm afraid those training sessions expired in January of this year. According to our records you spoke to the Fitness Director back in November and to address your concerns he changed you over to a female trainer to start working with. It doesn't appear that the sessions were continued on with her at that time as she was unable to reach you to be scheduled. Unfortunately, as your PT agreement states all sessions must be completed on or before the agreement expires. As no further attempts to contact management were made until just a few hours before this complaint was filed, and these sessions expired 6 months ago these are no remaining sessions to be refunded.


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User Reviewer8222808 time 24.04.2018

We sincerely apologize for your experience with joining Muv Fitness.  Our current promotion is reducing our $99 enrollment fee down to $1.  There are additional fees associated with joining the club.  We obviously failed to clarify this process at your time of enrollment....

 Additionally, as our "business days" are Monday through Friday and while we would normally have someone on site during the week to process a three day cancellation (keeping in mind that weekend days are not counted against you), we did not have the normal managerial staff in the clubs on the Saturday that you processed your cancellation. Because of this, it seems to us that the refund policy was not made clear to when you signed your cancellation form and for that we apologize. As your agreement and cancellation form state, our normal policy is to refund the money within 30 days. At this time, we have refunded your monies in full and will use this unfortunate experience as a tool to improve.  We wish you the best with your health and fitness goals.


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User Reviewer6141321 time 23.04.2018

[A default letter is provided here which indicates your acceptance of the business' 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 is satisfactory to me. 
Regards,
[redacted]


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User Reviewer7623137 time 22.04.2018

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]


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User Reviewer6831706 time 21.04.2018

Dear Mr [redacted],Thank you for taking the time to discuss your son's supplement purchase with us. We appreciate you giving us the opportunity to explain why as supplements are food items, we would not accept returns on these items for safety reasons. We appreciate you allowing us to come to a...

resolution on your issue and we look forward to seeing you soon!


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User Reviewer6318159 time 19.04.2018

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]


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User Reviewer5568791 time 18.04.2018

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]


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User Reviewer8228117 time 17.04.2018

We appreciate the feedback regarding the type and level of our music. Our goal is to provide music to our members that is both motivating and at a suitable volume. We would like to take this opportunity to apologize that this was not accomplished in this situation. Regarding the cancellation and...

account balance, there is no delinquent balance for June. All of our accounts are cancellable with a (30) day written notice. All balances on the account have to be made current prior to cancellation. As of now, your account has been cancelled and no further payments are due. We wish you luck with your future fitness endeavors.


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User Reviewer8809341 time 16.04.2018

Dear Ms. [redacted],    We want to thank you again for taking the time to work out a resolution for your situation. We understand what a busy schedule you have and genuinely appreciate the time you took to allow us to review your freeze paperwork with you, and to reiterate what was done with...

your account and correct any miscommunication between our parties. We will be using this situation as a training tool to improve our entire team's customer service skills and ensure that we are clearly communicating with all our members clearly on our policies. We also appreciate you giving us the chance to earn your trust back and ensure that your service experience with us in the future is up to par. The refund we discussed for you and your husband has been issued back to your card. Thank you again for your time with us and we look forward to wowing you in the future!


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User Reviewer7560068 time 16.04.2018

Hello. We would like to take this opportunity to again apologize for the way this situation was handled. We will use this as a teaching tool to ensure that our managers are handling these situations with professionalism and sensitivity. Thank you for taking the time discuss this with us. Per our...

phone conversation, a refund check will be issued to you as soon as possible. We apologize for the mistake and thank you for bringing it to our attention.


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User Reviewer6475511 time 15.04.2018

According to Washington state law you have 3 business days to cancel an agreement with a full refund. We require that all cancellations be done in writing, either in the club or via certified mail, which is why [redacted] instructed you to go into the club to do a cancellation in writing. Unfortunately,...

she was off site at the time of your email and didn't realize that you were on your third day, otherwise she would have been more specific. When the cancellation was done 5 days later, the club without any other direction and according to the form you signed, treated your cancellation as a 30 day notice of cancellation and processed it as such, giving you the time to use the club. We apologize for any lack of communication on our part. At this time, we have processed a refund for the full amount of your membership. We wish you luck in your future fitness endeavors.


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User Reviewer5813142 time 13.04.2018

Hello! Thank you for taking the time to discuss this situation with us over the phone. Again, we would like to apologize for any inconvenience that this has caused you. We obviously prefer to fix things like this as soon as possible. Unfortunately this was the first time we had heard of the...

situation. As we discussed, your granddaughter's account has been cancelled out and any charges that are owed will be refunded upon proof of the cancellation. Thank you again for your time and we look forward to getting this wrapped up for you!


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User Reviewer7932334 time 13.04.2018

Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  MUV Fitness went above and beyond to rectify the situation. I am extremely satisfied and will continue to be a part of their business.
Regards,
[redacted]


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User Reviewer8804922 time 12.04.2018

Complaint: [redacted]
I am rejecting this response because: I have paperwork showing cancellation prior to the date you think cancelation took place. I will include the fraudulent paperwork your company used to sign [redacted] into a membership. As well, your response does not include the private training sessions that I was wrongfully charged for.
Sincerely,
[redacted]


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User Reviewer6395712 time 12.04.2018

Hi [redacted]! Thank you for your message. We apologize for any miscommunication in regards to your agreement. The agreement that you signed was allotted for the optional roll over to a month to month at the end of your paid in full time. This option locks in your membership rate so you are not subject...

to any new membership rate increases that may occur over time. We have refunded the amount requested and the account has been cancelled out. We wish you the best of luck on your fitness journey!


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User Reviewer7781530 time 11.04.2018

Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]


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User Reviewer6456792 time 11.04.2018

Hello Ms. [redacted], we want to take this opportunity to apologize for any confusion. When you filled out the freeze paperwork for your account, there was no reference to the Personal Training agreement. Your membership was frozen according to the  paperwork that was received. At this time we have...

returned the $260 back to your card. We hope to see you back in the club soon!


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Category: Fitness Centers, Gymnasiums, Health Clubs, Swimming Pools - Private

Address: 450 Killian Road, Columbia, SC, 29203

Website: https://spokane.muvfitnessclub.com/

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