O'Connell Insurance Agency, Inc.

Complaint: ***I am rejecting this response because:It is not correct amountPayments made for weeks Debit card 8/5/$ paid front office and another 8/5 $taken8/15/$lunch for second weekOn 8/11/also went in and paid $cash for second week9/24/took another from debitOwe me $and $35.00.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
David called me once, left a rambling message, accused me seemingly random and vague impropriety, has returned zero of my three messages
Sincerely,*** ***

Dear ***I provided a copy of your membership forms with this response that shows how our Day Comfort Guarantee works (page 2) and our requirement for members to initial the Guarantee, serving as acknowledgment each person understands how it works However, I will approve an exception to cancel prior to our day minimum period allowable under our one year agreements We will process a partial refund to you, based on your last chedated 9/7/ If you are interested in sharing with me details of the negative experiences you and your family had when attending our MatSu Valley facility, I'd be very interested in listening and sharing with the appropriate club managers Today, we have cancelled your membership effective 9/7/and a refund of $will be processed back your credit card.Please feel free to call or email me if you have any additional concerns

Dear ***,
Thank you so much for addressing your concerns! In regards to your account statements, our records indicate the Paperless statement option was selected on your Agreement for Payment form that was submitted, so statements would not have been mailed out to you When someone
opts for this paperless statement group, they are agreeing to view their monthly statement by accessing their online account each month
Our auto draft file is submitted electronically each month and for all drafts that are not successful, we send an auto dial to the phone number on file around the 10th of every month and mail out notification letters as well If the balance rolls over into a past due status, our office generates a list of these accounts and attempt to reach out to each member Essentially, if we have a valid phone number and address, each member should be contacted at least twice each month if their draft is unsuccessful
Again, my apologies for any misinformation given during your conversation in January I understand that another representative has communicated to you recently that we have since cleared the balance on your cancelled account
Sincerely,
Genevieve A***
Member Accounting Manager

Hi ***,Thank you for your patience while I looked into your complaint I attached copies of your original forms as a reference to the agreement between you and The Alaska Club.I see that when you purchased your membership, your employer at the time also had a Corporate account with The
Alaska Club and authorized your monthly membership dues to be billed to their account At any point in time, if an employee/former employee is removed from a Corporate account, the financial responsibility is placed back in the member's hands It looks like we started billing you directly for the membership as of January 2017.Your agreement also comes with a 30-day notice in writing to start the cancellation process of your membership after fulfilling your minimum 12-month commitment Unfortunately, it doesn't appear that we received a written notice from you to cancel your account, explaining why you have continued to be charged for the membership after being removed from the Corporate account Dec2016.However, in an effort to help resolve this, I have approved to cancel and clear the outstanding balance on your account If you receive any correspondence from The Alaska Club after today, please disregard. Thank youGenevieve A***Member Accounting Manager

Hello ***,I copied an email that was sent to you from our Collections Specialist yesterday, July 31, Please send over your medical documentation to our office so we can expedite further review Thank
you----------------------------------------------------------------------------S...⇄ Monday, July 31, 12:PMTo: '***@live.com' Subject: The Alaska Club / 101141Ms*** * ***,In response to your Facebook message received on Sunday July 30th disputing your personal training balance sent to Cornerstone Credit Services I’ve contacted Cornerstone directly as well as reviewed all documents associated with this account and neither CCS nor I have record of ever receiving a Doctor’s note on your behalf Please forward any documentation you have and I will have this reviewed as soon as possible Thank you,Lyndsay K***Collections SpecialistThe Alaska Club EastE Tudor Road907-330-0165***@thealaskaclub.com-------------------------------------------...⇄

Dear ***,
Thank you for addressing your concerns and I'm sorry to hear that you're experiencing a financial hardship at this time
I'd be happy to offer an exception to place your membership on a leave of absence through the end of your commitment date, at a reduced rate of
$25/month. You wouldn't have access to use the membership, but it would help to at least reduce the monthly cost you're paying until your membership expires
We have already closed our July billing cycle, so a credit for July will post towards your membership account. Any remaining credit after your membership expires on 8/31/would then be refunded back to the card on file
If your situation changes and you decide you want to keep your membership before it expires, feel free to contact me directly and we can help reinstate the membership for you
Sincerely,
Genevieve A***
Member Accounting Manager
P (907) 330-

To Whom It May Concern:
Our Membership Manager has attempted to reach out to Mr*** to discuss with him directly our guest policy
Thank you
Genevieve A***
Member Accounting Manager

Complaint: ***I am rejecting this response because:
In regards to my complaint, # ***, I was awaiting to get my certificate in the mail that was paid for with already for a massageI did not receive the certificate and had to drive to go pick it up, even though I was told it was mailed June 24thThe resolution was NOT a "resolution" because we were not able to rent movies or use other programs affiliated with the summer membership due to our account being incorrectYes, the movie charge was taken off our account, but it SHOULD have been because that's what we were paying for to begin with! I did not respond to the resolution because I was awaiting to see how this was going to get resolvedMy husband and I will be sure to tell our friends that it's all about The Alaska club making money, but they won't even refund for the account being messed up and us PAYING for services that we weren't able to useI think it's frustrating how a business can take people's money but not have to provide services they promiseIs there a way to place an addendum to this complaint or how can I proceed? Thank you.
Sincerely,*** ***

Dear ***, Thank you for your patience while I looked into your concerns regarding camp charges. After researching the charges and payments received towards your son's camp account, I did find that we had charged you a total of $in camp charges that had already
been paid for. A refund request has been submitted and you will receive a refund in the amount of $back to the same credit card that was charged.I'm apologize for the error and any inconvenience this may have caused. If you have any further questions in regards to your son's camp account, please feel free to contact me directly at *** Sincerely, Tiffany M*** Reservations SpecialistAlaska Club East*** *** ***

Dear ***,
Thank you for your feedback and I'm sorry to hear that you weren't happy with our facility and services provided For reference, I have included a copy of your membership forms, each member is provided copies which also include the monthly rate of the membership purchased
We experienced are rate increase in all networks effective October 2016, so that may have contributed to the reason you were quoted a different rate at the end of September compared
We have also passed along your comments with the occurrences you observed within the facility to our General Manager
The Alaska Club hopes to create a great experience for new members at The Alaska Club and on behalf of our organization, I would like to extend our apologies for any misunderstanding that may have occurred when you purchased your membership and for any inconvenience it has caused
We have processed your account for cancellation effective immediately without penalty and wish you and your daughter all the best in your future fitness endeavors
Sincerely,
Genevieve A***
Member Accounting Manager

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, *** ***

Complaint: ***I am rejecting this response because:
Genevieve,
Let’s go over a couple things hereI am glad that you are finally responding after my submission to the Revdex.com- my wife and I both got an email, phone call and notification from Revdex.com that you sent a messageNext, I stated to you and your assistant that I am taking over this, and my wife will no longer be dealing with youOn to your supporting documents- I know what the cancellation requirements are and I obviously know what transpired in the emails between you and my wifeNext is your attachment/supporting documentNowhere on there is my name nor my signatureI have no copy of anything I signed, and while I was signing up along with my wife I was never briefed about anythingWhich, to me, is a huge shortfall in customer service, especially with so many stipulations floating around in your documentsWhich, by the way, where is the rest of it? As I said, I don’t have anything
How would it be out of policy to count visits logged on the guest register if there is no other way to prove someone checked in? Please enlighten meLooking into the email logs I have between you and my wife, the cancellation was dated to Aug, which in turn was dated to the end of the month (per what you said in the email)As to my understanding this still puts us in our window for the guaranteeTo answer your question that you personally emailed me- no, we did not intend to join to just cancelWe tried it out and it ended up that we just didn’t need the membership any moreNow some extra information in regards to the number of times we checked inI personally never signed into anything (paper log), I gave the front desk my name and they let me in prior to having my card and then I used my card when I had itAs I said before, I had problems getting in with itI don’t know what kind of discrepancy that creates nor did I care at the timeI can tell you that I went to the gym plenty of times, usually to do two-a-daysAs in, I worked out on base in the morning and then again at the Wasilla location in the afternoon/eveningAsking me for a window of time I did this is going to lead to a convoluted response- I work out 5-days a weekIf you need written and signed documentation from my friends/co-workers to the validity of that statement I can provide that and it is the best I can doI cannot speak to the exact dates my wife went, other than it was very early in the morning before she went to workI do know she did this for a few weeks within the first to second month of our membership
As for you canceling the membership without the required check-ins and how you can’t approve it, I can copy paste some of the other arguments on Revdex.com where you did approve itMy last comment is about your membership agreementIf a person, or people, want to cancel because they found they didn’t have enough time to go to the gym then they should be able to cancelA person shouldn’t be told they have to cheso many times just so they can cancelI’ve never seen that at any other gym I’ve been a member with.
Sincerely,*** ***

Dear ***,
Thank you for your patience while I reviewed your concerns with our Executive team I'd like to apologize for any misunderstanding that may have occurred when you were at the Women's show After careful review, we have decided to cancel your membership without penalty and
will be clearing the balance
We wish you well in all your future fitness endeavors, please feel free to contact me directly if you have any further questions or concerns
Warm Regards,
Genevieve A***
Member Accounting Manager
P *** ***

***,Thank you for your email, our records indicate that a refund request was submitted for processing on 2/23/ On 3/1/17, a refund of $was processed back to your card You should see the return within the next 1-business days I apologize for any inconvenience and
frustration this caused you. Kind Regards,Genevieve A***Member Accounting Manager

Dear ***,
Thank you for your patience and I do apologize for the inconvenience this has all caused you and your family Unfortunately, some steps were missed when you accepted the offer, and I have reviewed this directly with the staff member who assisted you to insure this doesn't happen
again This is typically a simple process and usually doesn't require any follow up on the member's end, but this has been a coaching opportunity for Anna who is still fairly new in our department
We have added Membership Plus to both you and your husband's account and have also reversed the DVD charge billed in error After speaking with you yesterday, I sent an email to the email address you gave me before I left for the day, so please feel free to email me directly with any additional concerns you may have or we can schedule a time during your lunch hour to discuss
Sincerely,
Genevieve A***
Member Accounting Manager
The Alaska Club
(907) 330-

Dear ***,Thank you for reaching out to us about your concerns. To help explain why your membership was processed to expire a month after your request was received in our office, I included a copy of the Addendum to Membership application that covers our cancellation policy and day
notice requirement members agree to initially. Our records indicate we received an email cancellation on 10/9/and our Cancellations Representative scheduled your membership to expire on 11/9/17.However, I can certainly understand your frustration when not responded to after inquiring about a final balance. If you have that email still and wouldn't mind forwarding that over to me, I'd like to find out what occurred within our department.Today, I will reverse the charges that were applied to your account totaling $and will submit the credit to be refunded back to the same card charged.I attached a photo with my contact information, please feel free to contact me directly with any further questions or concerns. Sincerely,Genevieve A***Member Accounting Manager

Dear ***,
Thank you for your response and I apologize for any disconnect that occurred from the time you accepted our Summer Leisure offer to the time you submitted your 30-day notice to cancel Unfortunately, I assumed that you were satisfied with our response that was sent on 6/24, as I didn't receive a reply through the website or to my direct email
I understand a mishap occurred with your massage certificate not being received in the mail and having to pick it up from our office made for an inconvenience With your cancel notice provided to our office on 6/11, your family membership cancelled effective 7/11/16, so you would not have had access to use the membership after that point, without notifying our office in writing that you wanted to continue your membership
Due to this misunderstanding, if either of you have any interest at this point in using the facilities, I have reactivated your family membership today at no cost with free Membership Plus benefits added to both you and your husband's accounts You won't need to worry about notifying our office to cancel the account, the membership will automatically expire on 8/25/16.
Kind Regards,
Genevieve A***
Member Accounting Manager
Office (907) 330-

Complaint: ***
I am rejecting this response because:I'm requesting a partial for full refundThat was not addressed anywhere in the responseThe fact that the contract is closer to closing on a home that it is your friendly neighborhood gym; also was ignored and unanswered forI was forced to check in 20-something times against my will; or be charged feesI was forced to fulfill months of membership dues or pay feesThat's SHROUDED under the words " comfort "COMFORT GUARANTEE - I wasn't comfortable with any of thisMy family just moved here from Texas and my husband was going into the Army due to an unexpected financial emergency We didn't have the money to pay these gym fees but we followed through with our word that we'd payWe just didn't realize at the time how much of a headache it was going to be to leave this gymHe never got ordersWe're still struggling as a large family and are forced to spend $on a gym we HATE using and only attend being forced toPlease show good customer service and at minimum give a partial refundThe government forgives debts, the banks forgive account fees when an item is bounced, God shows grace to sinnershoping this gym as at least half way as decent as one of them listed