New Hampshire Aluminum

On 11/20/15, *** and *** *** came to Miami Athletic Club (MAC) to inquire about membership to be paid for by their insurance provider, *** health insurance under coverage for the Silver Sneakers programThe *** 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 *** no longer qualifed for the Silver Sneakers programAll of the *** paperwork was filed with MAC under the Silver Sneakers programWhen the *** 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 system.MAC staff attempted to locate their paperwork in the wrong filing system, because the *** 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 ***.There was no malice or expectation that the *** incur any expense under these circumstancesWith proper communication, all confusion and error could have been resolvedThe *** 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 earlier.Sincerely,Kris S***, MAC Account Manager

*** *** joined Miami Athletic Club in July on a special promotion of $19.99/month for a 24-month agreementMs *** only checked in to use the facilities at MAC on 7/18/2016. Her unlimited fitness membership was in good status until her account defaulted on 11/5/MAC
emailed Ms *** on 11/8, 11/and 11/to ask her to rectify the past due balanceA voice message was left on 11/and then again on 12/advising that if we did not hear from her, that her account would be referred for 3rd party collectionsMs *** did not respond to the requests to contact us or bring her account currentHer account was referred to *** *** on 12/15/On 12/17, Ms *** presented $in pennies at MACShe was advised that payment could not be accepted in penniesShe returned with acceptable payment of $which paid her November dues and decline/late feeHer account was still in default $for December On 12/20, MAC accounting again attempted to reach out to Ms *** to ask her if she would like to work with MAC to bring her account currentShe did not respond to our request.MAC has been in the community for over years and provides a variety of fitness options for those interested in strength training, group exercise, aquatic exercise, personal training and moreWhile we are disappointed to hear that Ms *** did not feel she had a good experience, we are not sure why as she only visited on occasionWe feel confident that if she would have used the facilities and membership she would have been satisfied and not have allowed her account to become in default of the agreement

I'm sorry to hear that gaining the proper information was such a hassle for Ms [redacted]. We will make every attempt to improve the uniformity of information provided to members at the front desk when they inquire about anything including cancel requirements by providing additional training for our...

staff. It is never our intent (nor practice) to mislead anyone. Our cancel policy is clearly outlined in each member agreement and simply requires a 30-day notice via email or in writing once the terms of the agreement are met. If early termination of an agreement is requested due to relocation, then there is a $99 early termination fee and required proof of relocation which is specified in the member agreement.There was an oversight in completing the cancellation for Ms [redacted] and unfortunately she was mistakenly billed for the month of January. We have issue a refund and extend our apology for our mistake. We hope that we have rectified this for Ms [redacted].