Onslow Fitness Center

Onslow fitness wrongfully terminated my contract without notice or any reason. The owner is a hypocrite and has no knowledge on how to run a gym properly. When I first joined the personal trainers were amazing. That's not the case anymore. People get hurt because the trainers don't watch or know their job. They are too busy on their phones. The only reason I stayed going was because of the members and friends I made there. We worked out together for 2 years and then I became certified. As a personal trainer myself, I know my boundaries as a member to the gym not employed by them, yet I still had a target on my back. Every day walking in we get looks and stares by the employees and owner. There are probably 10-15 of us that have gone there same time everyday and now the whole atmosphere has changed. Who wants to be judged while trying to workout? Who makes drama at a gym? You go to workout but this gym will only cause you drama with the owner. The equipment is always broken. Before my husband cancelled his contract and was fed up he fixed numerous prices of equipment. It's never checked like it legally should be. The place is dirty and old. I go to the gym 6 times a week and today out of nowhere received a call from a worker (not the owner) that my contract would be terminated that day. I was given no reason nor any notice of the termination.Desired SettlementI would like a refund of all my dues and personal training fees. I have paid for a myzone band which tracks my heart rate, but is only able to be utilized at the gym. I had no intentions on leaving this gym. I didn't go there cause I liked the gym, I went there cause I liked working out with all my friends and my children had childcare there which were some of the best friends they have made. I now have to find a new gym with childcare and pay upfront start up fees and start a new locked in contract somewhere that I wasn't prepared for. Business Response Ms. [redacted]'s membership agreement was terminated without cause as is provided for in the agreement. There was absolutely nothing "illegal' about this termination. She was notified in writing and given a full refund of all her prepaid services.It is our policy to make no comment upon the reasons for the termination of our member's agreements but we would commend to any reader of her complaint to look at its tone and make their own conclusions. We have attached a copy of the Ms. [redacted]'s membership agreement. Please note section 14 as it pertains to this complaint. Also attached is the written letter of termination sent to Ms. [redacted].[redacted], Onslow Fitness CEO

I tried to cancel my membership and they would never do it. It took two years to get someone to do it and now they won't refund my money!I signed up with a 2 year membership. My membership was over and I moved out of state. I obviously wanted to cancel so I was told to send in an email to cancel it after I had verbally told two different people. I did this. After I realized it was still coming out of my account, I called several times to find out why to only be told, "I will have someone look into it and call you back!". Of course, NO ONE ever called me back! Now, 2 years later it is FINALLY canceled! After they got TWO YEARS of fees out of me for a gym that I am not even in the state to use. They refuse to credit any money back saying I was told that I had to have a confirmation email (which I never got) in order for it to cancel! I WAS NEVER TOLD THIS until they finally canceled. I had my email proving I emailed them and they showed SOME records of me calling in and still will not credit me ANYTHING! AND once again, the manager was not available, but they "emailed" management and would let me know the outcome. The outcome was this...THEY WILL NOT GIVE ME MY MONEY BACK FROM TWO YEARS OF NOT STEPPING FOOT IN THEIR FACILITY AND CALLING NUMEROUS TIMES TRYING TO GET IT CANCELED! WRONG AND UNFAIR! They took $1170.00 of my money because no one was ever "available" to handle the matter and no one would ever call me back!Desired SettlementI want my money back from the end of my contract date through when they finally decided to cancel it.Business Response We first received the members written request to cancel on March 16, 2016 and her membership was promptly cancelled.We do have a record of the member calling us on July 17, 2013 and the General Manager returned her call on the same day. She stated she was moving and she was advised that she needed to submit her request to cancel in writing to the club. We also informed her that as a courtesy to our members we would send a written confirmation that we had received her request.The member's husband called on March 16, 2016 to inquire as to why she was still being charged. We explained that we had never received her written request to cancel. The member then provided a copy of an email sent back on 9/13/2013 requesting to cancel to an incorrect email address. This email was never received by us, it was sent to an email address that never existed.When we did in fact receive her email request to cancel, we immediately did so. Consumer Response I called several times between September 2013 and March 2016 and no one could ever tell me why it was still being taken out of my account. If they did then I wouldn't have had to keep calling. There was never no one available that could tell me what was going on. I was always told someone would call me back and no one ever did...not once! Now they have taken over 2.5 years of fees out of my account and refuse to refund it. They clearly have account notes showing I called in and still will not do anything. I told them each time I called that I sent the email that I was told to send and wanted to know what was going on. NO ONE COULD EVER HELP ME OR CALL ME BACK!Final Business Response It is our policy that we do not terminate or change any member's status except with the member's written request. Membership account changes cannot be done verbally and this was explained to the member on more than one occasion. She was given very simple and clear instructions as to how to cancel her membership and was also told she would receive written confirmation.When we finally received the member's request in writing we did in fact promptly terminate her membership.When her husband recently called about his wife's account, he claimed that she had contacted us originally in 2013 when they relocated and that she was advised to send her request in writing. She claims she did send it to us and she provided us a copy of that email. Unfortunately, when she sent us a copy of this email, it was clear that she had sent it to an incorrect email address and we had never received it. Her husband also claimed that a year later they realized it had not been cancelled that she called again and sent another email. We have no record of this claimed second email and they cannot provide us a copy of it. It has always been our experience that when we send an email to an incorrect address, we get a notification that it was not delivered. We did a test email to the address that she sent it to and this is what we received immediately:Undelivered Mail Returned to [redacted]@onslowfitness.com Received:from mail.zoho.com by mx.zohomail.com with SMTP id XXXXXXXXXXXXXXX.XXXXXXXXXXXXXX; Fri, 15 Apr 2016 16:25:29 -0700 (PDT) Message-ID: Date:Fri, 15 Apr 2016 19:25:29 -0400 From:[redacted] User-Agent:Zoho Mail To: Subject:Test Content-Type:multipart/alternative; boundary="=_Part_XXXXXX_XXXXXXXXXX.XXXXXXXXXXXXX"from mail.zoho.com by mx.zohomail.com with SMTP id XXXXXXXXXXXXXXX.XXXXXXXXXXXXXX; Fri, 15 Apr 2016 16:25:29 -0700 (PDT)We believe that the member should have known immediately that her email was not delivered to us.We of course have no way of knowing or tracking all verbal messages passed back and forth, this is why we communicate in writing. Is it possible that a verbal message could get dropped in the cracks of life? Yes, but we think it is highly improbable that repeated verbal messages would have been dropped. We have been in business for over 35 years under the same ownership and management and we have dealt with thousands of members, relocations and cancellations daily. We have been members of the Revdex.com for years and this is not how we practice business. Our customers are very important to us.We cannot understand if as she claims that she had been making all these phone calls for two and a half years and no one would help her and she was still being charged, why on earth she would allow something like this to go for so long. We would think that she would have filed a complaint in writing somewhere, with us, her bank or with the Revdex.com long before now. We have thoroughly researched this account and we find that there clearly was not an error made on our part.Without admitting any responsibility, it is often typical for a consumer to have 60 days or 2 billing cycles to dispute a charge. It is the customer's responsibility to review their statement and deal with any discrepancies in a timely manner. As an accommodation, therefore, we are willing to offer the member a refund of 2 monthly billing cycles; this is 2 months at $34.00 for a total of $68.00.