Dear [redacted] ,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
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 meSincerely, [redacted] ***
Complaint: [redacted] 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, [redacted] ***
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 [redacted] Member Accounting Manager Office (907) 330-
Complaint: [redacted] I am rejecting this response because: In regards to my complaint, #? [redacted] ,? 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, [redacted]
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 [redacted] @thealaskaclub.com ? Thank you, ? Genevieve A [redacted] Member Accounting Manager P (907) 330- ?
Hello [redacted] ,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: ' [redacted] @live.com' < [redacted] @live.com>Subject: The Alaska Club / 101141Ms [redacted] ,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 [redacted] Collections SpecialistThe Alaska Club EastE Tudor Road907-330-[redacted] @thealaskaclub.com--------------------------------------------------------------...⇄
? Complaint: [redacted] 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, [redacted]
Dear [redacted] 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
***,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
To Whom It May Concern: Our Membership Manager has attempted to reach out to Mr [redacted] to discuss with him directly our guest policy Thank you Genevieve A [redacted] Member Accounting Manager ?
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 [redacted] Member Accounting Manager P (907) 330-
Complaint: [redacted] 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, [redacted]
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, [redacted]
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 meSincerely, [redacted]
Dear [redacted] ,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
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 meSincerely, [redacted] ***
Complaint: [redacted] 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, [redacted] ***
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 [redacted] Member Accounting Manager Office (907) 330-
Complaint: [redacted] I am rejecting this response because: In regards to my complaint, #? [redacted] ,? 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, [redacted]
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 [redacted] @thealaskaclub.com ? Thank you, ? Genevieve A [redacted] Member Accounting Manager P (907) 330- ?
Hello [redacted] ,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: ' [redacted] @live.com' < [redacted] @live.com>Subject: The Alaska Club / 101141Ms [redacted] ,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 [redacted] Collections SpecialistThe Alaska Club EastE Tudor Road907-330-[redacted] @thealaskaclub.com--------------------------------------------------------------...⇄
? Complaint: [redacted] 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, [redacted]
Dear [redacted] 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
***,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
To Whom It May Concern: Our Membership Manager has attempted to reach out to Mr [redacted] to discuss with him directly our guest policy Thank you Genevieve A [redacted] Member Accounting Manager ?
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 [redacted] Member Accounting Manager P (907) 330-
Complaint: [redacted] 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, [redacted]
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, [redacted]
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 meSincerely, [redacted]