O'Connell Insurance Agency, Inc.

I have asked for further review of this complaint by a manager of our company at the Executive level and our decision still stands
Sincerely,
Genevieve A***
Member Accounting Manager
The Alaska Club

Hello ***,
Thank you for your concerns and comments I have attached email communication that I have had with your wife, as well as a copy of the membership forms that our office has the responsibility of enforcing
Our first communication with your wife was on 9/2, in response to an email
she sent on 8/31/ You will see that we have processed your membership to cancel, based on your wife's request sent on 9/6/16, stating "Check into whatever you need toI want to cancel today (09/06/2016) regardless of whether I have to pay a fee to cancel or not." Our Cancellations representative has processed this request as your day notice to cancel, with an early cancel fee scheduled to be charged next month
Our management office was willing to go out of policy and count the visits on our guest register towards the visit requirement written in our Day Comfort Guarantee, found on the Addendum to Membership Agreement with 12-month Membership Commitment However, we have not received any further communication from *** with the information management requested, to move forward with this review process
In fairness to all members who have not been allowed this same exception, an exception to cancel under our Day Comfort Guarantee without having met the visit requirement, is not approved
Feel free to email or contact me directly with any further questions or concerns regarding this account and I apologize for any frustration this may have caused you both
Thank you
Genevieve A***
Member Accounting Manager
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for everything!
Sincerely,
*** ***

Hello Mr***,Thank you for your concerns and I apologize for the frustration this has caused you Our records indicate that you initially purchased our month to month option that only requires you to submit a 60-day written notice to our office to start the cancellation process of your
membership Your notice can be submitted at any point in time of your membership, including the day that you purchased the membership Someone who purchased a year agreement is required to keep their membership through their commitment, to avoid being charged an early cancel penalty.Under Article VI, Section 1, it reads: "Member may resign from The Alaska Club by giving days advanced written notice to the Club and paying all dues or other charges outstanding Voluntary resignation shall not be deemed effective until after the expiration of the 60-day notice period and after all required payments have been made to the Club Subsequent to voluntary resignation, the member shall not be subject to any further dues or other charges Non-use of the Club is not considered notice of cancellation Written notice shall be sent to the regional club in which your home club resides."We offer a leave of absence option that is available at a reduced rate of $25/month for up to consecutive months You stated you have since moved, so I will place your membership on a leave of absence through your expiration date of 5/8/17, days from the date you initially called our office to cancel I will start this leave as of 3/1/17, applying a credit of $towards your membership for the difference Since your draft this month has cleared, the $credit will carry you through your expiration date and any remaining credit will be returned to your card.Feel free to contact me directly if you have any further questions or concerns in regards to your account. Sincerely,Genevieve A***Member Accounting Manager

Complaint: ***I am rejecting this response because: A company representative called and left a long rambling offensive messageI called the representative back on three occasions and was not able to contact the representativeThey failed to return any of my calls.Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Dear ***,
First, I would like to apologize for the delayed response to your complaint. I do see in our records your son called our Member Accounting office on 11/4/to inquire about cancelling his membership. Our representative noticed he purchased a month to month
membership that comes with a day notice in writing to start the cancellation process and sent him an email to reply to with his request to start the cancellation
As a reference, I attached both pages of his membership agreement that includes our Cancellation Policy, found under Article VIITermination of Membership, Section
I do apologize for any misunderstanding that may have occurred when your son purchased this membership.
In an effort to come to a reasonable resolution to your concerns, we will cancel your son’s membership effective immediately and clear the outstanding balance on his account
Sincerely,
Genevieve A***
Member Accounting Manager

Hello ***,
Our company offers a business day window, to cancel the membership in writing, when purchasing a membership at an offsite location. I see that your membership forms includes a Notification of Right of Cancellation acknowledgement form, explaining how members can cancel
their membership in writing within business days if they have a change of heart or just decide The Alaska Club isn't the right fit for them I included copies of your forms that we have on file
Unfortunately, now that we're out of that day window, you have an option to cancel under our Day Comfort Guarantee that was covered when you called our office on 9/7/
This Guarantee is available to first time members of The Alaska Club, inviting members to use their memberships by meeting with one of our fitness consultants, checking in with a member-issued scan card at least different days, and providing notice in writing to cancel your membership between your 90th-100th day With all that criteria you, you are only held to paying up to your 90th day of membership
I do apologize for any misunderstanding that may have occurred I know a lot of information is covered with different membership options available to you
I see that you have a Gold level membership that gains you access to all of our facilities except The Summit. I invite you to visit one of our clubs so that our desk can have your photo taken and issue you a scan card, so you can start using your membership. Your 90th day falls on 11/11/16, so you still have time to meet the criteria mentioned above
Please feel free to contact me directly with any questions or concerns you may still have in regards to fulfilling the Day Comfort Guarantee requirements, to release you from the remainder of your one year commitment through 8/11/
Thank you,
Genevieve A***
Member Accounting Manager

Hello Mr***,
To help assist you and your concerns, can you please provide me with your wife's name so I can take a look at what has transpired on the account?
If for some reason we didn't receive your wife's cancellation email, if you can forward me the original sent item, that would
be very helpful as well My direct email is ***@thealaskaclub.com
Thank you,
Genevieve A***
Member Accounting Manager
P (907) 330-

Complaint: ***I am rejecting this response because:
So to my understanding, if I didn't sign anything the front desk is supposed to have me sign in each day that I went inWith that said, I'm going to repeat myself here- I was never asked to sign in with pen and paper when I went to the gymSo you are indirectly agreeing with me in that there is no proof of record I ever came into the gymSo what does that mean? I am genuinely confused now, especially with you saying I am not financially responsible for any feesJust my wife is then? Genevieve, am I being unclear here in any way? How is there no way to prove that I went to the gym and that between my wife and I we went more than a combined times total…in months of being members? I’m going to have to go to a military JAG/lawyer office for them to review this, because this is out of handI’ve already showed this to my co-workers, and trust me, none of them are even thinking about joining the Alaska Club any more (that’s after I was praising your establishments a few months ago).
Sincerely,*** ***

Dear ***
Thank you for providing us with your feedback and I apologize for any frustration this has caused you. For first-time members of The Alaska Club, such as yourself, we do offer a Day Comfort Guarantee that allows members to cancel for any reason, upon completion
of the criteria outlined in our Addendum to Membership Agreement with 12-month Commitment.As of today, I do see that you have met the minimum visit requirement under our Day Comfort option. I will make our Cancellations Representative aware of this, we will schedule your membership cancellation on your 90th day, effective 10/1/17. This leaves September as the final month you are billed for. No need to worry about providing any further notice to our office unless it's to rescind the cancellation of your membership.If you would like to provide me any details or what was observed that prompted you to immediately want to cancel your membership, please feel free to send that information to me directly and I will forward along to the appropriate manager

Dear ***, Thank you again for your patience while I looked into your concerns. After reviewing and comparing camp charges to payments made, we are in agreement that we will refund the additional $35.00 back to your card. I do apologize for the mix-up, please feel free to contact me directly if you have any further concerns. Sincerely,Tiffany M*** Reservations SpecialistAlaska Club East*** *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Dear ***,Thank you for your feedback and patience while I had a chance to review your account and the documentation we have in our system. I included a copy of the 12-month addendum form that is saved in your membership file Within this form, you will see that our 90-Day
Comfort guidelines are specified, offering all first-time members of The Alaska Club the right to cancel under our Day Comfort Guarantee. The criteria that must be met in order to be eligible under this Guarantee are at least separate days using the membership, account in good standing, and written notice to cancel submitted to our office by your 100th day of membership. I apologize if there was any misunderstanding in regards to these terms.Upon review of your membership account, between you and your family, we show a total of visits were met by your 90th day of membership. Generally, exceptions are only made when a member has fallen short by or visits, but I am willing to make an exception and approve your request to cancel under our Day Comfort Guarantee.I have notified our Cancellations Representative of this exception and any refund owed would be processed back to the same credit card within the next 7-business days. We at The Alaska Club wish you and your family well in all your future fitness endeavors!Sincerely,Genevieve A***Member Accounting Manager
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Dear Mr***,
Your concerns were forwarded directly to our Membership Manager who oversees the West location, as well as our Regional Sales Manager Our West Membership Manager, David D, will be in touch with you directly to discuss
Thank you,

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:
I will grudgingly accept this resolution as I do not wish to spend any more effort on thisNone of my concerns have been addressed and I still maintain that I was lied to multiple times in my initial interviewThe fact that there is a leave of absence option almost makes this worse, as this was never mentioned in my recent lengthy call with costumer service where I asked about related optionsThere is no conceivable justification for this day written notice policy besides a blatant money grabIt is a lie to tell people on signing up that they can cancel at any time without mention of this policy.
Sincerely,
*** ***

Dear ***,
I'm very sorry to hear of your experience I have forwarded your complaint to our General Manager that oversees the Eagle River location for further review
Our members are essentially agreeing to providing our establishment with an advanced or day notice in writing to
begin the cancellation process of their membership, but I'd be willing to allow a one-time exception to waive your notice, based on the events described above and your length of time as a member
Unfortunately, the draft has already been scheduled to be processed through your bank account on 11/7/and irreversible A full check refund for your November charge should be processed and mailed to you within the next weeks
Sincerely,
Genevieve A***
Member Accounting Manager
*** ***