Northside Athletic Club

We have tried to contact [redacted] to address her concernsSauna is not an amenity that is only offered at our location, and the lights issue has been resolvedUnfortunately, our yoga instructor experience a death in his family and was not able to teach a classOur building was victim to a hit and run by a car, which created damageThe interior paint and base boards have been addressed, with only the exterior paint remaining as an issueOur facility is deep cleaned twice per week by an outside cleaning crew, and we maintain the cleanliness during the rest of the weekMs [redacted] has been emailed a copy of her contract, which outlines the month contractual termsWe look forward to meeting Ms***s expectations, as we do with all of our customers

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

We have been waiting for a copy of cancellation, but did not receive it until last weekNow that we have a copy of cancellation, there are no fees to pay other than the $cancellation fee that is clearly outlined on our contracts

We have tried to contact *** to address her concernsSauna is not an amenity that is only offered at our location, and the lights issue has been resolvedUnfortunately, our yoga instructor experience a death in his family and was not able to teach a classOur building was victim to a hit and
run by a car, which created damageThe interior paint and base boards have been addressed, with only the exterior paint remaining as an issueOur facility is deep cleaned twice per week by an outside cleaning crew, and we maintain the cleanliness during the rest of the weekMs*** has been emailed a copy of her contract, which outlines the month contractual termsWe look forward to meeting Ms***s expectations, as we do with all of our customers

We have tried to contact *** to address her concernsSauna is not an amenity that is only offered at our location, and the lights issue has been resolvedUnfortunately, our yoga instructor experience a death in his family and was not able to teach a classOur building was victim to a hit and run by a car, which created damageThe interior paint and base boards have been addressed, with only the exterior paint remaining as an issueOur facility is deep cleaned twice per week by an outside cleaning crew, and we maintain the cleanliness during the rest of the weekMs*** has been emailed a copy of her contract, which outlines the month contractual termsWe look forward to meeting Ms***s expectations, as we do with all of our customers

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

We have tried to contact [redacted] to address her concerns. Sauna is not an amenity that is only offered at our 99 location, and the lights issue has been resolved. Unfortunately, our yoga instructor experience a death in his family and was not able to teach a class. Our building was victim to a hit and...

run by a car, which created damage. The interior paint and base boards have been addressed, with only the exterior paint remaining as an issue. Our facility is deep cleaned twice per week by an outside cleaning crew, and we maintain the cleanliness during the rest of the week. Ms. [redacted] has been emailed a copy of her contract, which outlines the 12 month contractual terms. We look forward to meeting Ms. [redacted]s expectations, as we do with all of our customers.

We have tried to contact [redacted] to address her concerns. Sauna is not an amenity that is only offered at our 99 location, and the lights issue has been resolved. Unfortunately, our yoga instructor experience a death in his family and was not able to teach a class. Our building was victim to a hit and run by a car, which created damage. The interior paint and base boards have been addressed, with only the exterior paint remaining as an issue. Our facility is deep cleaned twice per week by an outside cleaning crew, and we maintain the cleanliness during the rest of the week. Ms. [redacted] has been emailed a copy of her contract, which outlines the 12 month contractual terms. We look forward to meeting Ms. [redacted]s expectations, as we do with all of our customers.

Review: I recently found the courage to join a local gym, Northside Fitness. When I first signed up I was informed that they have two locations that I will have access to. I was told that both locations have a sauna and that one of the locations has a pool. I was also told that they offer many classes at a variety of times. I have come to find that many of the things that I was promised are not being included in my membership. The sauna at the Walton location is broken and has been since I started. I asked a staff member when it would be fixed and I was informed that “it will never be fixed.” The sauna at the Kelton Avenue location has had problems as well. Two of the three lights in the sauna have been out since I started and last week the third light went out. I have notified the staff twice in the last week and that the lights still have not been fixed. I am concerned that this is a safety issue. I attended a yoga class earlier in the month. I waited twenty-five minutes and no one showed up. I was notified by another girl in the class that it was canceled. No one informed me or the other ladies that class had been canceled. One of the ladies said that this happens all of the time. I also noticed that the base boards in the spin room are coming off. I am concerned that this is another safety hazard. The bathrooms have been out of toilet paper many times. The floors in the rooms of the gyms look like they have never been cleaned. Since I started on July 1, 2016 I have not once been asked if I need any assistance. The customer service has been terrible. There does not seem to be enough staff keeping the facility up to par. I went in to Northside Fitness on Kelton Avenue on July 18, 2016 to cancel my membership. There were three young men standing at the counter. I informed one of the guys that I would like to cancel my membership. One of the men standing next to him told me that I can’t cancel my membership because I signed a one year contract. I asked to see my contract because when I enrolled I was told that it was a month to month membership. They told me that they could not show me my contract and then he pulled out the contract of another customer. The contract was filled out and I could see that customer’s personal information and I saw that that individual agreed to a one year contract. I am pretty sure that is illegal to give out another customer’s personal information. I am now concerned that my own personal information is compromised with this company. I once again asked for MY contract and one of the guys said I would have to talk to the manager. I asked to speak to the manager and the guy helping me walked away. The other two guys at the counter started asking me why I was leaving and were literally shaking their heads at me. The manager walked up and said, “So you want a copy of your contract.” I told him that I would like a copy. He told me to write down my name, number, and email so he can email it to me within a couple of days. Yesterday I received the liability contract which is not what I asked for. I want a copy of the contract saying that I agreed to one year. I was also told by the staff that I can’t buy out of the contract. This is all absolutely ridiculous. The manager was rude. The staff was extremely unprofessional and made a scene. I am embarrassed. I do not want to continue paying for services I am not receiving. Northside Fitness has failed to give me a copy of the contract. I feel like, if this contract exists, that I am entitled to a copy of it. They have failed on their end and I feel the contract is broken. I would like a resolution to this matter.Desired Settlement: I would like a full refund and the so called contract to be voided. They have not provided the services I was guaranteed. I want out of this contract because I am not receiving what I signed up for. The staff members are unprofessional and rude. The manager shows no concern for keeping the customers satisfied. Northside Fitness shows no concern for safety conditions. I do not feel safe here.

Business

Response:

We have tried to contact [redacted] to address her concerns. Sauna is not an amenity that is only offered at our 99 location, and the lights issue has been resolved. Unfortunately, our yoga instructor experience a death in his family and was not able to teach a class. Our building was victim to a hit and run by a car, which created damage. The interior paint and base boards have been addressed, with only the exterior paint remaining as an issue. Our facility is deep cleaned twice per week by an outside cleaning crew, and we maintain the cleanliness during the rest of the week. Ms. [redacted] has been emailed a copy of her contract, which outlines the 12 month contractual terms. We look forward to meeting Ms. [redacted]s expectations, as we do with all of our customers.

Business

Response:

We have tried to contact [redacted] to address her concerns. Sauna is not an amenity that is only offered at our 99 location, and the lights issue has been resolved. Unfortunately, our yoga instructor experience a death in his family and was not able to teach a class. Our building was victim to a hit and run by a car, which created damage. The interior paint and base boards have been addressed, with only the exterior paint remaining as an issue. Our facility is deep cleaned twice per week by an outside cleaning crew, and we maintain the cleanliness during the rest of the week. Ms. [redacted] has been emailed a copy of her contract, which outlines the 12 month contractual terms. We look forward to meeting Ms. [redacted]s expectations, as we do with all of our customers.

Review: I filed timely for suspension of dues due to a fire which resulted in closing the facility. NS Fitness was citing many different dates for re-opening of the facility which was destroyed by fire. I began requesting opening date information approximately last February, 2014. Each opening date lapsed without gym re-opening. I finally needed to make other gym arrangements and cancel with NS Fitness. NS Fitness proposes to re-open this facility supposedly on September 4, 2014. I submitted written request for cancellation of gym membership sometime this summer. NS Fitness seems to have misplaced the document and now is making repeated requests for payment of club dues for September, 2014. I have placed several calls to NS Fitness staff stating these facts and requesting cancellation and to stop trying to extract funds from my account(s). NS Fitness is under the impression I owe one month of dues for Sept, 2014. Wrong! One puzzling and particularly annoying fact is that NS Fitness wants to charge money for making a copy for me of a piece of paper in my NS Fitness file and I doubt they would be willing to let me make my own copy. Terrible customer service in my opinion.Desired Settlement: NS Fitness should cease attempts to collect any funds from my account(s) and ensure cancellation of my membership going back this summer, like late June or early July 2014, which ever month they like. I do not have exact date of written request submission but I recall the general time frame, nor did I retain a copy of the request.

Review: When I started my membership with the gym Northside Fitness, they made me sign a contract for a year. I asked before I signed it if I could quit at anytime for any reason. The manager at the table said YES! That would be no problem, just notify us, return your member cards, and make sure you are paid up to the current month of your membership. I agreed with a handshake with the word for word agreement. I was in good terms at the time I always paid the full balance ahead of time. After going for four months, I began to have financial issues. I had notified them over the phone that my work had pushed me down from full time down to part time (only about 20 hours a week). I told them I had to make some changes to my budget. I said that I had already pre-paid for the next month ahead of time and asked for termination of my contract and membership. They said no, instead we will give you a six month member pay freeze. They employee said, that I could not cancel my contract. So six months later, I had a work related injury on my right foot. I could not walk very good on my right foot. Let alone work out. Again I contacted the gym, and I told them what happened. They said you must pay your fees. At the time I had already sent in the mail a letter requesting for cancellation and my member cards and contract copy where my contract said that I can leave the membership if I pay a fee. That fee was never available to pay to quit... So I let them charge my American Express credit card for three months (which now was one month over my contract). My card had expired and was not available to charge. They threatened me to take me to collections and they immediately did. Even after I had done what the manager told me to do when I joined, they denied me to cancel the membership!I then called Transunion Credit and they did a investigation and in the mail it said that they deleted one of the three collection bills. It was an illegal late fee charge. I now supposedly owe the collector Swift.Desired Settlement: I am asking for the collector Swift Funds, LLC to remove the two charges on my credit report. One is $386 and the other is $293. A total of $679. This has affected my credit report. Please investigate how they came up with such a big charge even when I paid a month over the contract agreement. When they lied to me and never cancelled my membership!

Business

Response:

In response to our member [redacted] he has a membership with us that started in July 2012. In October 2012 due to financial issues we offered Mr. [redacted] a hardship freeze for 6 months at no charge. This was in effect November 2012 until April 2013. The membership reactivated in May 2013 and remained an active account. Due to the circumstances of this membership I will be in contact with the member to try to resolve this matter.

Consumer

Response:

I am rejecting this response because:

I am requesting for Northside Fitness to remove the creditor and the two amounts on my credit report. It is written in my original report that I repeatedly tried to contact the gym club to remove my active membership. (Including returning the gym cards & contract cancellation fee agreement) Do not try to contact me, you must work directly with the Revdex.com to resolve this issue.

Business

Response:

Good Morning

In response to Mr. [redacted]'s message. We would be happy to contact the credit company and have his account removed. However we will need to address certain issues with Mr. [redacted] regarding his membership agreement. I can be reached at customer care ###-###-####. Thank you for your time regarding this issue.

Consumer

Response:

I am rejecting this response because:

Northside Fitness Club called me yesterday after I said not to contact me. I said to contact the Revdex.com. Also I read that you said you would remove the two accounts from the creditor but you want to address membership issues with me. First of all I do ask that you remove the two amounts off of my credit score and from the harassing creditor attorney. Secondly if you do have any issues with my past membership please list them here. I do not know how or why you came up with over $700 of fees? I even paid the three months after I quit not even going! I never had a gym give me so much trouble leaving, Revdex.com will keep this negative feedback score online about your business unless you and me come to a final agreement.

Review: This gym has taken funds from my account without permission. Currently they have missused my personal information and have been trying to take money from a closed account that was supposed to be removed from their files. I have notified my bank and the gym is still trying to charge my account even though I owe them nothing. Management is unwilling to reverse the transactions so I am moving forward with legal action.Desired Settlement: I want to bring their wrongful inappropriate use of personal information and the horrible unprofessional management team to everyones attention in hopes that they will be forced to follow policy correctly and legally as well as have the multiple transactions that were towards my account reversed and be sure that I have no charges against me or my credit .

Business

Response:

Review: I tired to cancel my month to month membership 2weeks prior to next bill but they did not cancel it until I paid for an additional month.

I canceled because if you ask them to fix a broken piece of equipment it doesn't get fixed. Ive only been a member since 6/6/13 but it does not meet my standards for a gym. Its overcrowded, hot, and has damanged unsafe gym equipment. matt the district manager as well as carl brazee are both very rude and not helpful. Supposedly its a long process to cancel a gym membership but when I said I would pay additional 29dollars to just not deal with them anymore they canceled my membership right away.Desired Settlement: I'm not asking for a full refund on my membership I just would like to get my 29 dollars back for canceling my membership because I don't think they provided me with an adequate gym for the months that I paid for and I shouldn't be charged for an additional 29 dollars just to cancel because it supposedly takes 30 plus days to process when they proved to me it only takes a few mins

Business

Response:

Business' Initial Response

When a member signs an agreement with NS Fitness they agree to all the terms of the agreement (contract). Also, all new members have five business days to read the agreement. If they do not like any of the terms, they have the right to cancel the entire agreement and we refund the initial payment. One item on the agreement is paragraph 6(c). The paragraph reads as follows:

"Termination of Monthly Membership: If you have a monthly membership, you may terminate at any time upon (1) written notice to NS by certified mail or by filling out a cancellation request form and (2) return you member id card when you membership ends. NSF does not accept emailed cancellations. Your monthly membership ends on the last of the month following the month NSF receives written notice. Notice of termination must be received at least thirty (30) days before your deductions bill date for sufficient time to process your termination. If your termination is received at least thirty (30) days before your deductions bill date, your monthly membership ends the last day of the second month following the month NSF receives written notice."

We cannot act on cancellations immediately all the time for various reasons. Listed below are just a few of the obstacles that can delay the processing:

1. The time it takes to complete the NS process for cancellation requests

2. Multiple work tasks

3. Month end processing

4. Third party collection management

5. Providing customer service to members with billing issues

6. Processing daily paperwork

Therefore, paragraph 6c is equally enforced across the board to all members cancelling their gym membership. If a payment is due within 30 days from the date the cancel request is signed the payment or payments are taken. At that point we cancelled membership. It would not be fair to charge some this payment, and not charge others. In this way all members are treated equally.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

This is exactly the same thing they said last time...they did not address anything in my previous complaints.

Business' Final Response

This is the second attempt to answer this complaint.

When a member signs an agreement with NS Fitness they agree to all terms of the agreement (contract). Also, all new members have five business days to read the agreement. If they do not like any terms, they have the right to cancel the enire agreement and we refund the initial payment. One item in the agreement is paragraph 6(c). The paragraph reads as follows:

"Termination of Monthly Membership: If you have a monthly membership, you may terminate at any time upon (1) written notice to NS by certified mail or filling out a cancellation request form and (2) return your membership id card when your membership ends. NSF does not accept email cancellations. Your monthly membership ends on the last of the month following the month NSF receives written notice. Notice of termination must be received at least thirty (30) days before your deductions bill date for sufficeint time to process your termination. If your termination is received at least thirty days before your deductions bill date, your monthly membership ends the last day of the second month following the month NSF receives written notice."

This is also standard policy for all gyms. If a payment is due within 30 days from the date of the cancel request is signed the payment or payments are taken. At that point we cancelled her membership.

Review: When I originally signed up for membership with NS Fitness I was placed on a month-to-month plan as I was only temporarily within the state. I was told that upon my cancellation, I would have 30 additional days to "access" the gym. This was reiterated to me upon my cancellation, 8 months later. I again was told that for the next 30 days I could continue to access the amenities of the facility. 3 days after my cancelled membership, I was charged an additional membership fee. When I called to inquire, assuming an error, I was informed that without providing 30 days notice of cancellation (from the monthly membership fee cycle), I would have to pay for another month's membership. Instead of being a 30 day "access" it ends up being 45-50 days depending on when you cancel and when your fee schedule aligns. When I spoke to the manager about the issue and explained the discrepancy in advertising, they were unconcerned and unwilling to do anything about the situation except "speak" with whomever both signed me up for membership and cancelled it. I am concerned that this misinformation will cause additional customers fees falling outside what the company describes. Desired Settlement: I would like a refund of the additional $160 training fee that drafted after I cancelled my membership, and the membership fee of $34 that drafted 3 weeks after I cancelled my membership.

Business

Response:

To our knowledge this dispute has been settled with the consumer as of January 8, 2014. Below please find a note of the conversation that took place between our member ([redacted]) and our Operations Manager. We have a 30 day notice from the date of signing the cancellation, therefore any payment that falls within that time frame goes into effect.

If you have any questions or we can be of further service please feel free to contact us.

JAN 8th : 3:54 PM

:

Phone Call OUT :

added by :

[redacted] (Billing)

Review: I signed up for the gym in November 2013. I had a health crisis in late December. I called the gym in january to cancel and they persuaded me to just put my membership on hold which I did.My health has continued to deteriate and I have had my doctor send them letters that I am unable to work out. I was told "no Problem" on many occasions. I began receiving calls from a collection agency in July at which time I told Pam at Northside Fitness I would just pay the $300 that was remaining on my membership rather than have my good credit ruined. She assured me this wouldnt happen. I just received notice that it has been reported on my credit. I have another letter from my doctor to take there but they said once it has been turned to collections it is out of their hands on when it is removed. This is shady business practice to say the least. I am a senior citizen and I feel taken advantage of.Desired Settlement: I wish to have this removed from my credit report ASAP

Consumer

Response:

I wish to retract my complaint regarding northside fitness. They have agreed to cancel my contract and retract the report to the collection agency.

Review: I am still being charged for a cancelled membership.

I cancelled my membership in early August, I was told I would be billed one more month on Aug 28th (for September) because it could take up to 30 days to be in effect. On Sept 28th I was again billed for October. I immediately went to the gym when the mistake was discovered on Sept. 29th. I was told that no one was available who could help, but that someone would call me the following day. I never received a call. I called them on Oct. 1st, was again told no one was available and someone would call me back. Again, no call back. I called again today, Oct. 9th and was told once again that there was no one available, but they would call me back. Desired Settlement: I would like a full refund for the month of October and a partial refund for Sept. I am not disputing the payment for 30 days after I filed the cancellation form.

Business

Response:

Initial Business Response

Northside Fitness strives to provide great customer service from the time a member signs up to the time they have to cancel a membership. We have several policies and procedures in place to ensure a wonderful experience for our customers. One of those procedures is in regards to submitting a request to cancel. When customers want to cancel a contract with us we provide two ways for them to do that. They can mail a letter requesting cancellation or they can come into our facility and fill out a cancellation request form. The form available at our locations reiterate our 30 day cancellation notice as well as reminding them that they are responsible for the remaining months of their contract if it has not been fulfilled; which is also stated on the front page of the contract that is signed when they activate their membership. The allotted time on their agreement must be fulfilled. At the time this copy is signed we give the customer a carbon copy of the request. This not only gives the customer proof of cancel but also ensures that in case of human error they have a back up copy. Mrs. [redacted] claims to have come in and cancelled but has no remembrance of going through this process. When she called on the 29th of Sept. her call was returned and she spoke with our operations manager [redacted] at which time they discussed the account. [redacted] spoke to Mrs. [redacted] about the copy she should have received and Mrs. [redacted] said that she would call her back after looking. They again spoke at the beginning of October. [redacted] spoke to Mrs. [redacted] again on the 9th of Oct. Mrs. [redacted] let her know that she could not find a copy of the cancellation request. She then said she never got one. We have been in constant contact with Mrs. [redacted] trying to come up with a reasonable resolution. We called her today to let her know what the final resolution to the account would be. At this time we have cancelled all future payments for Mrs. [redacted]'s account. We are not issuing a refund due to her family members still using the gym facilities. We value every customer at NSF and wish them to have a great experience with us even when cancelling. However, we must ensure that the process is fair for all customers not just one and in doing so must hold to our policies and procedures.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I never said that I "did not remember" going through the process. I very clearly remember the process. I was never given any copies of the cancellation form. The other people on my account were present, and in fact one gave her credit card information to start an account for just two of them. They continued using the facility because we were all told that they were now on a completely separate account. [redacted] only returned my call after I sent an email to them, informing them that I filed a complaint with the Revdex.com. They only refuse to refund my money because they lost the paperwork, including the credit card info from my friend.