Precision Cuts

[redacted] is not a member of our gym, however, she has two family members that are [redacted] and [redacted] [redacted] requested that her membership not auto-renew when her month commitment was satisfied, which was October She has fulfilled her contractual obligation and her membership has been cancelled [redacted] has never requested a cancellation, therefore has an open/active membershipIt is our policy, and it is clearly evident in the contract that all members agree to upon signing up for membership, that all changes to their account require a day notice and that each member who joins with a month agreement agrees to pay installments of $before taxIf you need further information, please do not hesitate to contact meBest Regards, Denise S [redacted] General Manager Retro Fitness Wayne [redacted] ***

This member was a repeat Personal Training client When his sessions were completed he expressed an interest to his Personal Trainer that he'd like to continue and asked the trainer to "set him up" for the upcoming week - which meant re-buying sessions with his credit card on file as he had done in the pastThe charged was processed in the amount of $ An internal error was made by our third-party billing company and the client was mistakenly charged another $ He was assured that he would be credited and a refund was immediately processed The member than decided to discontinue our services all together and demanded cash or a check despite a refund already having been made It was explained to him that we do not have check writing authority nor can we refund with cash Additionally, he told us he shut his account down Our records indicated the refund had been posted to his account He produced a printed letter on plain copy paper to substantiate his claim No official documents that his account had been closed Upon discussion with his bank to learn we could refund him his second $installment, we did in fact refund him To date this member has been refunded $and his account has been closed despite the fact he was in arrears at the time his account was closed Furthermore, the member has never produced documentation to substantiate his claim that he has returned check fees We cannot refund bank fees without proper documentation This member threatened physical harm to facility and intimidated staff at our location resulting in the police being called and a police report filedThis member is banned from this facility

Complaint: ***
I am rejecting this response because:
A few of their statements are falseI was not a repeat PT clientI am not a repeat clientI purchased sessions in February of I was overcharged doubleWhen I brought that up to management I was told I would have to use the sessions and could not get a refundI had a few sessions with RobHe took a break to have back surgery, then he was fired before I could complete them. Rich then contacted me to finish the remaining sessionsAfter completing the 3rd session Rich said he would like to continue trainingI said I would think about it, but would not be able to do anything until August, as I was having eye surgeryThen the first charge showed up on my accountI called to complain and the manager would not speak to meA few days later the second one appearedThat is when I canceled my debit card to prevent further chargesThe first $refund must have fit in that windowTwo weeks after the charge the manager told me she was meeting with the owner and would pick up a check for meShe never called to say this did not happen. Finally, against my better judgement and with my bank saying they would keep an eye out for any additional charges from Retro, I stopped in to give them my new numberIt was at that point that the comments they said were threatening occurred. Four weeks later the money was finally refundedThe reason I was "in arrears" as they put it was that I had requested my membership be canceled and had also canceled my cardThis caused the automated charge from ABC to generate the late fees.This situation was mishandled by Retro Fitness from the startFrom the Wayne location all the way to the Corporate Customer Service Representative, there was no sense of urgency to issue the refund.This is not something I asked for and changed my mindthis was a glaring mistake on their end that should have been rectified immediately
Regards,
*** ***

[redacted] is not a member of our gym, however, she has two family members that are. [redacted] and [redacted]. [redacted] requested that her membership not auto-renew when her 12 month commitment was satisfied, which was October 2016. She has fulfilled her contractual obligation and her...

membership has been cancelled. [redacted] has never requested a cancellation, therefore has an open/active membership. It is our policy, and it is clearly evident in the contract that all members agree to upon signing up for membership, that all changes to their account require a 30 day notice and that each member who joins with a 12 month agreement agrees to pay 12 installments of $19.99 before tax. If you need further information, please do not hesitate to contact me. Best Regards, Denise S[redacted] General Manager Retro Fitness Wayne [redacted]

This member was a repeat Personal Training client.  When his sessions were completed he expressed an interest to his Personal Trainer that he'd like to continue and asked the trainer to "set him up" for the upcoming week - which meant re-buying sessions with his credit card on file as he...

had done in the past. The charged was processed in the amount of $300.  An internal error was made by our third-party billing company and the client was mistakenly charged another $300.  He was assured that he would be credited and a refund was immediately processed.  The member than decided to discontinue our services all together and demanded cash or a check despite a refund already having been made.  It was explained to him that we do not have check writing authority nor can we refund with cash.  Additionally, he told us he shut his account down.  Our records indicated the refund had been posted to his account.  He produced a printed letter on plain copy paper to substantiate his claim.  No official documents that his account had been closed.  Upon discussion with his bank to learn we could refund him his second $300 installment, we did in fact refund him.  To date this member has been refunded $600.00 and his account has been closed despite the fact he was in arrears at the time his account was closed.  Furthermore, the member has never produced documentation to substantiate his claim that he has returned check fees.  We cannot refund bank fees without proper documentation.  This member threatened physical harm to facility and intimidated staff at our location resulting in the police being called and a police report filed. This member is banned from this facility