Powerhouse Gym

The purpose of this letter is to respond to a recent complaint filed with the Revdex.com against Powerhouse Gym in Seaford, DE by [redacted] It is of upmost importance to Powerhouse Gym to maintain a premier reputation within our community as a professional facility that consistently provides excellent customer service For this reason we request that upon consideration of the following information, the Revdex.com will update our profile to reflect the high level of customer satisfaction we have always provided On October, [redacted] , a [redacted] employee, requested a membership at the State employee rate of $which would have included use of the facility’s cardio equipment, free-weights, showers, sauna and exercise classes (everything except tanning and the ability to bring a guest) This membership, available to State employees, requires a year contract commitment; [redacted] asked us to make an exception and offer her this rate with only a month contract commitment The exception was granted for a shorter contract term but within a couple of days we began to advertise a $membership rate for use of cardio equipment exclusively [redacted] returned and requested that she be given the $rate instead of the $rate Our team member explained that the $rate would only allow her to use cardio equipment, rather than the membership she just signed up for with the additional amenities [redacted] wanted the amenities included within the State employee membership, however, she communicated to our team member that she would not pay more than $for the membership Typically a new member’s contract is processed within a week When [redacted] returned to work out, our team member, who had not successfully been able to resolve what she perceived as [redacted] ’s unwillingness to agree to pay the appropriate membership fees for the amenities she was using on several occasions, advised her that the issue would need to be resolved or [redacted] would be escorted from the premises by the police The matter was complicated further by the fact that our team member was unable to find the contract at that time [redacted] refused to discuss the matter and the police were called to resolve the matter It is not our policy as a company to call the police for non-emergency situations Instead, the team member should have called a member of management for direction We are embarrassed by the thoughtless behavior of our team member We initially suspended the employee for week, however the employee has resigned Regarding [redacted] ’s position, the incident took place at 8pm on 10/29/and she filed her complaint with the Revdex.com at 3:am on 10/30/ At am on 10/30/14, a member of our management team called [redacted] to discuss the incident Powerhouse Gym sincerely apologizes for the incident which took place between our team member and [redacted] We hope that [redacted] will choose Powerhouse for her fitness needs going forward We will absolutely issue a refund of $if [redacted] chooses not to return In the event that [redacted] does return, we would like to offer her a free month membership to Powerhouse Gym in Seaford and a month contract at the State employee rate of $ This membership would include everything except tanning and the ability to bring a guest Again, we offer our sincerest apologies, [redacted] ***

*** Called our billing company on 7/21/2017, trying to cancel her Powerhouse gym membershipIn ABC's notes it states she did give a cancellation notes, but in parenthesis in there notes it does say she must be currentIt is a day notice to cancelshe dollars from 07/29/and
from 8/19/I am the Gym Manager, my name is ***If you have any questions please call me ###-###-####

As per voicemail, Mrs *** *** has accepted the business response and this matte is resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my
complaint has NOT been resolved because:
My complaint was answered but I am not satisfiedNever received a phone call of apology or a letter of apology from powerhouse gymObviously they are not going to follow thru and I just want to end thisTo send our name by mistake to a collection company is a big mistake that can cause a lot of problems, *** *** is a rude person and I will never say a nice thing about his facility
Sincerely,
*** ***

I am rejecting this response because:
*** is the main person associated with this complaintHe is the very person that my complaint is againstI do not want to deal with the retail location manager

This members mother called to discuss his membership with me on 04/01/as I was doing the billingI couldn't discuss it at that time and had to return her callWhen speaking to her she stated that the members understanding was that$was for the entire yearIthen explained to her the $
was for the processing fee, enrollment fee and for the rest of FebruaryShe then stated to me (this is what you are going to do, you are going to credit us back $which is pending and you are going to cancel his membership now!)I stated back that I was not going to do that because he did sign a month contract and we will continue the billing as scheduled and follow the procedures of collection if necessaryOur membership manager *** had spoken to this lady previous to my conversation and did try to help with switching to a cheaper membership of $That was refusedIin turn offered to do the same and get him in a less expensive planThat was not satisfactoryShe stated she was calling Revdex.com and Ithanked her for her time and politely hung up.Enclosed is a copy of the month membership that was signed by *** ***

Company responded via phone as follows:Consumer was refunded and company believes the complaint has been resolved

Revdex.com:At this time, I have not been contacted by Powerhouse Gym regarding complaint ID ***.Sincerely,*** ***

ID ***Hi this is Power House gym the situation was taken care of and the account was cleared.We are not a Bad business If she had paid in full with Fusion why would did the customer give her card to put on file? The contracts which we rightfully bought from Fusion that *** signed with Fusion
stated that it was an auto renewal contract.Her account was terminated.?

[redacted] was a member at our fitness facility.  She signed up for a 1-year contract
obligation and had fulfilled 6 months at the time of this incident.  In [redacted] contract (and all of our
contracts) it clearly states that the only means of cancellation...

is via medical
condition or relocation greater than 25 miles away, both of which require a $50
cancellation fee and proof prior to that cancellation being processed. 
[redacted] did provide us with a note from her doctor that
was verified by our staff.  When we contacted
[redacted] to tell her that her cancellation was ready and to discuss the form
of payment she would like to use for the $50 fee, [redacted] stated that she was
not going to pay the fee.  Subsequent
courtesy calls were made to her to let her know that her cancellation was still
pending.  When we were finally able to talk with
her, she provided our staff with her billing preference and we immediately
cancelled her membership per the contract.
We are sorry to lose [redacted] as a member and wish her
all the best in her recovery.

[redacted] was added to the CFG Collection list in error.  An apology letter and phone call has been made.

I am emailing you about reference id number: [redacted] I checked the computer multiple times, and cannot find this person as a member of our gym.

We have received the same letter.  I have attached the letter we sent to her and the paper work for her membership papers when she joined along with her receipts. We have terminated her membership free of charge waiving the cancellation fee.  Thank you very much

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is SOMEWHAT satisfactory to me. The response was in the form of a voicemail and stated that "My membership has been cancelled". I...

would prefer a receipt for this. But I will keep the ID [redacted] on file.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Powerhouse Gym regarding complaint ID [redacted].Sincerely,Greg Vollmers  receipt I do have.

I actually talked to the member via email. I was able to find him in the system. His last name in the system was written incorrectly, and thats the whole mix up. I will be refunding [redacted] immediately. Sorry for the inconvenience.

The purpose of this letter is to respond to a recent complaint filed with the Revdex.com against Powerhouse Gym in Seaford, DE by [redacted].  It is of upmost importance to Powerhouse Gym to maintain a premier reputation within our...

community as a professional facility that consistently provides excellent customer service.  For this reason we request that upon consideration of the following information, the Revdex.com will update our profile to reflect the high level of customer satisfaction we have always provided.
 
On 26 October, 2014 [redacted], a [redacted] employee, requested a membership at the State employee rate of $29.00 which would have included use of the facility’s cardio equipment, free-weights, showers, sauna and exercise classes (everything except tanning and the ability to bring a guest).  This membership, available to State employees, requires a 1 year contract commitment; [redacted] asked us to make an exception and offer her this rate with only a 6 month contract commitment.  The exception was granted for a shorter contract term but within a couple of days we began to advertise a $19.99 membership rate for use of cardio equipment exclusively.  [redacted] returned and requested that she be given the $19.99 rate instead of the $29.00 rate.  Our team member explained that the $19.99 rate would only allow her to use cardio equipment, rather than the membership she just signed up for with the additional amenities.  [redacted] wanted the amenities included within the State employee membership, however, she communicated to our team member that she would not pay more than $19.99 for the membership.
 
Typically a new member’s contract is processed within a week.  When [redacted] returned to work out, our team member, who had not successfully been able to resolve what she perceived as [redacted]’s unwillingness to agree to pay the appropriate membership fees for the amenities she was using on several occasions, advised her that the issue would need to be resolved or [redacted] would be escorted from the premises by the police.  The matter was complicated further by the fact that our team member was unable to find the contract at that time.  [redacted] refused to discuss the matter and the police were called to resolve the matter.
 
It is not our policy as a company to call the police for non-emergency situations.  Instead, the team member should have called a member of management for direction.  We are embarrassed by the thoughtless behavior of our team member.   We initially suspended the employee for 1 week, however the employee has resigned. 
Regarding [redacted]’s position, the incident took place at 8pm on 10/29/14 and she filed her complaint with the Revdex.com at 3:44 am on 10/30/2014.  At 10 am on 10/30/14, a member of our management team called [redacted] to discuss the incident. 
 
Powerhouse Gym sincerely apologizes for the incident which took place between our team member and [redacted].  We hope that [redacted] will choose Powerhouse for her fitness needs going forward.  We will absolutely issue a refund of $23.99 if [redacted] chooses not to return.  In the event that [redacted] does return, we would like to offer her a free month membership to Powerhouse Gym in Seaford and a 6 month contract at the State employee rate of $29.00.  This membership would include everything except tanning and the ability to bring a guest.
 
 
Again, we offer our sincerest apologies,
 
[redacted]
[redacted]
[redacted]

Hello , [redacted] .  This is Gary's Auto Service's response to complaint # [redacted] : The customer was referred to us by another shop that does not perform any transmission related repairs. the customer authorized one hour of diagnostic labor. Our procedures  whenever possible start at the "...

least expensive" repair option first. Tech. used this one hour to identify the best course of action , and test through transmission-to-computer external wiring . The external wiring tested through without open or shorted failures. [redacted] repair flow charts indicate that the next items to be confirmed are vehicle input & output speed sensors. These items if faulty can couse symptoms the customer described. The customer was advised that removing and replacing these sensors may correct the problem. The customer was advised that [redacted] , and [redacted] procedures both recommend this as the next step in this process. The customer was advised that this procedure is the next recommended , and is not a certain solution to the problem. Customer authorized what requires partial diassembly of the 6 speed transmission to gain access  the sensors inside. The internet " unplug & plug in " procedures do not apply to a 6 speed transmission.  The labor charged was two hours to disassemble for access, remove and replace two sensors reconnect , reassemble ,refill partially drained fluid. Tech. then reset stored codes & retested to see whether the problem was solved. Tech. found that the transmission behaved normally. tech. tech. drove for quality assurance. transmission abnormal behaior recurred. Tech. then researched and performed a  "next step " in recommended repair procedures one hour of labor. The next step in procedure stated to remove and replace the transmission internal computer or TCM , then have dealer or equivalent person program the TCM time spent on the customer's car was in excess of four hours. the service manager explained that the labor amount was $ 396. this is computed at 4 hrs.@ $ 99. per hr.  The customer did not authorize our shop to proceed with this repair.  Customer picked up his car and left.  Gary's Auto Service strives to contain costs and make effective solutions to issues with modern vehicles. The unfortunate reality of modern vehicle repairs is the often-high costs involved . We make every effort to do the best job that we can.  Many customers have not experienced this cost-to-repair yet.

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 me and the matter has been resolved.
[redacted] 
[redacted]...

[redacted]
[redacted]
[redacted]Re Complaint # [redacted]My credit card company secured a refund for me. Thank you.
Sincerely,
[redacted]

Revdex.com:The last time that I passed by the gym the gym's door had a Marshals notice and the gym was off limits. When I had called a number on the notice a recording stated that all gym members will be basically refunded their money but to give them time to do so. At this time,...

I have not been contacted by Powerhouse Gym regarding complaint ID [redacted].Sincerely,[redacted]