Princeton Club West, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I am responding to complaint labeled as #***. This
membership was purchased and an agreement (which follows all Wisconsin state
guidelines) was signed. This agreement
was for a term of months and doesn’t allow for cancellation based on not
using the club. We
certainly understand
when our members have financial hardships and are happy to make adjustments to
payment arrangements in order to help our members through tough times.
We have attempted to contact this member via mail prior to the account showing
as severely past due
We checked with the company that handles accounts that requires
collections and they stated they have only been in contact with the member one
time…certainly in no way harassing
We ask that the member honors the membership agreement regarding
payment. As stated, we will certainly
work with member to find payment terms that are acceptable
Once payment has been made we will also be happy to give back membership
time that wasn’t used during the hardship.
Please feel free to contact me with anything else needed regarding the
membership.
*** *** GM/VP Princeton Club West
***
***

I am responding to complaint #***. Our memberships can be purchased for or
months. The *** chose a month
membership and received the discounted rate for doing so. The membership agreement is very clear
regarding reasons that allow a member to cancel.
Our agreements clearly follow all state
guidelines for health club memberships.
The *** do not meet any of the cancellation requirements
We are honoring our end of the membership agreement and
would ask that the *** do the same
I do, however, understand that there are unexpected changes
in life. That is why I offered to
postpone their membership time for either one or both members so that they
could use the time they have paid for at a later date. My hope was that circumstances might change
in the future and allow them to maximize their membership usage. This offer was rejected but is certainly
still available.
Please contact me if I can be of any further help in this
matter.*** ***

We have cancelled this membership

Hello,Thank you for your interest in the Princeton Club. Due to our certification and insurance our childcare program is considered a parental onsite facility and only available to the direct legal guardian of that child. That means that the legal
guardian of anyone that is in our childcare program is required to be onsite for the entire duration of the child's visit. However, we do have a lot of grandparents that do bring their grandchildren into the club regularly to take them swimming, play basketball or participate in our tennis lessons for kids. I would happy to cover all those opportunities with you and answer any other questions you may have. Respectfully,*** ***Vice President Princeton Clubs

We will cancel membership [redacted]

To Whom It May Concern:We would like to respond to the Revdex.com out of respect for the organization.  We will not refund monies to Mr [redacted] for his personal training as he has used up all of his sessions that he has paid for.  If Mr. [redacted] would like to cancel his membership that is up to his...

discretion.  Although we generally hold to the contract he signed, if he would like to cancel we would stop his payments.  Mr [redacted] has trained with our trainers at an amount that exceeds$ 5,000.oo.  Generally a disastified customer would not continue to pay us at that dollar amount if they were not satisfied with our training services.  Mr [redacted] has paid regularly for years and has comple[redacted] his sessions and payments.If Mr. [redacted] would put in writing a request of cancellation we would be happy to accomodate his request by stopping any further payments.This is certainly an exception and not the normal process but we would be happy to make this exception.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]My grandchild is only a few months old, can he play on the basketball court? Or some other equally inappropriate site?  I can't swim, should I take him into the pool?  If you do not really have FREE (or even paid) childcare, why do you advertise FREE CHILDCARE?  That part ad should be removed and not used to entice people to sign up at the Princeton Club.  That was the only reason I was considering it.  Maybe you could say FREE CHILDCARE FOR CHILDREN OF PEOPLE WITH LEGAL GUARDIANSHIP!Your response of where to take my grandchild showed that you obviously did not listen when I told you how old he was.

To Whom It May ConcernWe would be happy to cancel the membership.[redacted]

We don’t really have anything else to add to our previous statements.  We have tried to come to a compromise but have been rejected.  Thank you for taking the time to help with this matter.  [redacted]Vice PresidentGeneral ManagerPrinceton Club West, Xpress8080 Watts RdMadison WI 53719608-833-2639

Revdex.com:I have
reviewed the response made by the business in reference to complaint ID [redacted],
and have determined that this does not resolve my complaint.  For your
reference, details of the offer I reviewed appear below.Greetings,This offer, or lack thereof is rejec[redacted].My membership has been suspended since June 2014
and I am unable to use the facilities. Terminating the membership seems to be a
non-resolution since I am still paying for the facilities and unable to use
them.  When I signed up for personal training, from the
period of April 2013 – October 2013, I was losing weight.  After the incident with the personal trainer
in October / November 2013. The progress stopped. The personal trainer that I
was allowed to work with, I have a history of text messages that was shared
with the manager of the Cottage Grove Princeton Club Express. These text messages
indicate from the Princeton Club Trainer that Princeton Club management told
him to reel me in and that the owners and management of Princeton Club have
issues with my being ‘gay’. In addition, the trainer indicates that he knew I
was complaining to management about his training style and my lack of progress.
He told me to stop to complaining to management, as he would use what he could
against me to protect his employment.  When I talked to the training manager of the
Princeton Club east, multiple [redacted]es as documen[redacted] in the original complaint,
about the concerns I had with the trainer, he told me that he would not intervene
with concerns with client and trainer relations. Additionally, after being
injured by a Princeton Club trainer, I went to the training manager at
Princeton Club East. He lividly and loudly went off on me. He mentioned many of
my faults as a person and reminded me that I had a one year contract with
Princeton Club on personal training and it was my job to fulfil it. This was
the first that I heard of such contract. Additionally, my personal health
information was shared with multiple members, made public and was repor[redacted] back
to my employer.  Multiple [redacted]es I would meet with the Princeton
Club manager at Cottage Grove and the trainer, this ‘contract’ regarding
personal training was brought up multiple [redacted]es. Yet a copy was never produced.
 Multiple [redacted]es I wrote to Princeton Club
management requesting a copy of the contract, the request we sent via email,
letter, letter in person, over the phone, and finally in certified letter to
both Princeton Club Staff. I received a copy only by ambushing the Princeton Club
Cottage Grove manager with an unexpec[redacted] visit to the club 10 minutes before
his shift ended to obtain the contract. Princeton Club is unable to provide
proof of certified delivery of the contract(s), even as I offered to provide certified
mail envelopes of the contracts.  Princeton Club did not respond.  Multiple emails provided to the Princeton Club
with conversations regarding the personal trainer and myself and the lack of (no)
progress were provided. Every possible utility was provided to the trainer,
24/7 access to my fitness and diet log, I purchased digital training devices
that I would have strapped to by body that would provide real [redacted]e work out
results to the trainer. Again, the trainer had 24/7 access to this information.
 The trainer required multiple payments beyond
the payments made by credit card. After talking with other clients that were
using other trainers at the Princeton Club, this was not the case. I personally
believe that I was required to make these payments with promises of more
detailed personalized training, not just the generalized training that personal
training that compensates the personal trainer for. This was again shared with
the Cottage Grove Princeton Club Manager.  After completing the one year of ‘Personal
Training’ per a contract mentioned both by the Training Manager, Princeton Club
East and the trainer being used, when I talked to the Cottage Grove Princeton
Club Manager and showed the text messages, it was made clear to me this was not
the ‘normal’. Shortly after, the Training Manager at Princeton Club East, had
personal friends contact my employer that Princeton Club was contacting Dane
County District Attorney’s office for investigating me tor Theft / Fraud /
Concealment / Uttering Allegations. As I was passing money to the personal
trainer (as reques[redacted] by the Princeton Club Staff). This lead to an
investigation by my employer, suspension of a promotion that I was already
achieved and scheduled for.  I exhaus[redacted] all efforts to respond, reach out to
Princeton Club to end the personal training contract, obligations, Princeton
Club had yet to respond to me with such a contract. I don’t remember signing a
contract for Personal Training for 1 year, and believe that I was falsely led
to believe a contract ever exis[redacted].  
I am not asking the Princeton Club to compensate me for lost
wages, lost money from injury from personal training and the amount of money
spent by paying for non-covered medical visits from the injuries provided while
under Princeton Club trainer prescribed training. I am only asking for a refund
of the personal training from November 2013 – June 2014. Unless a valid
contract showing my signature for a one year agreement by the Princeton Club is
provided.
Mr. [redacted] response indicates that no refund of training is
never provided. However after reporting the injury in February, Princeton Club
set precedence by removing me from the training program and refunding the “Biggest
Loser” program fees. Shows that the statement is false.
If Mr. [redacted] would like, I would gladly turn over the
information for the Dane County District Attorney’s office to see if I truly
viola[redacted] laws. Additionally, I will be more than glad to turn over the emails
and text messages to the news media if he would like.
I strongly suggest that Mr. [redacted] check with both his
Training Manager and his manager of Princeton Club Cottage Grove. Additionally,
I would strongly suggest a surprise hair / drug test of the trainer in
question. I believe the results of a surprise drug test might further the truth
of the quality of training and the mental stability of the staff he employs.  
In closing, the same request holds true, a refund of the
training fees paid to Princeton Club and the staff of Princeton Club unless a
contract showing I was truly obliga[redacted] to the fees paid was contractually
required.
Thank you,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 I thank you for the wonderful effort made by  Revdex.com to resolve this matter in a very professional way.how and when would I no my contract 
is been cancel and will I have my refund back thank you.mustapha singhateh.

Thank you again for your interest in joining the club, however, our childcare program is available for the sons or daughters of parents that are staying at our facility during the entire duration of the child’s visit.  Our goal is to serve every member with excellence and I am sorry we are not able to accommodate your grandchildren within the policies that the club is required  to operate under.  We would love to serve you as a member but are required to enforce policies equally to every member.  The childcare policy is stated on our website, within the facility and openly communicated with everyone.  As mentioned, if we can help with anything else for your grandchildren we are ready to help.  I know you said you don’t swim but we do have a zero depth entry pool for the kids that starts at 1 inch of water and goes to about 2 feet.  Perfect for babies or people who don’t swim but still want to be in the water.  We also begin swimming lessons at 6 months of age.  Thank you again for your interest in joining the club and let me know how else I can assist you and I will do everything I can.       [redacted]Vice PresidentPrinceton ClubsVoted “Wisconsin’s Best Health Club”[redacted]www.princetonclub.netPhone – [redacted]Direct – [redacted]Fax – [redacted]

I am responding to complaint # [redacted].  Our memberships clearly state our cancellation
policies and our staff members clearly explain and follow these policies.
The membership counselor that enrolled Mr. [redacted] has been in
contact with him and clarified our agreements. 
We have...

made arrangements to accommodate Mr. [redacted] request to maintain
his membership with the Princeton Club as an Xpress Only member.
Please feel free to contact me if I can be of any further
help.
[redacted]
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
 
[redacted]

Review: My wife and I recently purchased a 2 year membership with the Princeton Club. Unfortunately due to unforeseen circumstances of our scheduling changes we will not be able to use our membership. After meeting with a representative we found that there is no possibility to cancel a membership, and our reason for cancelation did not fall within their policy. After many attempts to try and sort out the issue and to get them to understand our situation the representative became very blunt and rude regarding our request. I have sent a follow up email to customer service regarding our request to cancel and how we were treated during our in-person request to cancel with no response.

It is unreasonable for a business like this to be able to take advantage of customers that can no longer use their facility, making them pay for a membership they can no longer use. I recently found that other members ran into similar issues of not being able to cancel and are very unhappy with this and the condition of the gym - [redacted]/princeton-club-madison . We would be requesting a pro-rated return for our unused membership. Any assistance you can provide in helping resolve this issue would be appreciated.Desired Settlement: Refund for pro-rated use of membership.

Business

Response:

I am responding to complaint #[redacted]. Our memberships can be purchased for 12 or 24

months. The [redacted] chose a 24 month

membership and received the discounted rate for doing so. The membership agreement is very clear

regarding reasons that allow a member to cancel. Our agreements clearly follow all state

guidelines for health club memberships.

The [redacted] do not meet any of the cancellation requirements.

We are honoring our end of the membership agreement and

would ask that the [redacted] do the same.

I do, however, understand that there are unexpected changes

in life. That is why I offered to

postpone their membership time for either one or both members so that they

could use the time they have paid for at a later date. My hope was that circumstances might change

in the future and allow them to maximize their membership usage. This offer was rejected but is certainly

still available.

Please contact me if I can be of any further help in this

matter.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Princeton Club’s response is exactly the same response we received when requesting to cancel in person. This is why Revdex.com was contacted for resolution to our request to cancel, not to receive the same response. The Princeton Club honoring their end of the agreement is irrevalant since our schedules limit us from even going to the facility. The bottom line is we have no free time – my wife recently started helping a friend going through dialysis and I experienced a recent job change with a significant commute and longer hours. I would like to understand from the Princeton Club why it matters the reasons we are unable to use the membership and how that affects qualifying for a cancellation. We are unable to use the membership just as someone who has moved far away from the facility (one of the few accepted reasons for cancellation).

Review: When I originally went to sign up, I was told by a fellow member that her membership was $25 a month, which is reasonable and I knew I could handle. However, when I arrived and sat down with an agent, I was told that the price per month would be $60 for a year membership and $47 for two years. My anxiety soared and I didn't know how to handle the situation. Due to my bad social anxiety, I didn't know how to handle the situation at the time and ended up making the mistake of signing up for the membership and leaving as quickly as possible. I tried to do $60 for a year but was pushed by the woman into a two year commitment. Plain and simple, I do not have the money for this membership. I'm struggling with the amount of money I am making and I'm only 19 years old. I have to pay thousands for college starting this Fall, along with rent and other expenses.

I can't afford to spend $50 a month anymore and I need help. I've tried calling, leaving messages, sending emails and even coming in to get help and no one has helped me. Yesterday I tried emailing Katie, the agent who signed me up, and she told me all of a sudden that I either had to move far away or have a crippling disability to cancel my membership, a fact which everyone has neglected to tell me until now, after two months of pushing to get my membership canceled.Desired Settlement: I just need my membership cancelled. I need help from the employees, I need this to be simplified. If I could have canceled my membership as easily as I was signed up for it, this wouldn't be an issue. I need help, I need the employees to respond to my messages with helpful advice and I need someone to be willing to help me cancel this membership, without an excuse. If my membership is canceled, I will be satisfied.

Business

Response:

To Whom It May ConcernWe would be happy to cancel the membership.[redacted]

Review: Shortly after joining the Princeton club, my husband was laid off from his job and we were no longer able to make our monthly payments. We contacted management and discussed our situation, which yielded no sympathy or solutions. Due to the fact we were unable to make payments, we also stopped going to the club for ethical reasons (ie: couldn't afford the payments, felt that using the services we couldn't pay for would be unethical). They have since sent our bill to collections, who are now harrassing me at my job, which could result in my termination as I'm not supposed to be taking personal calls at work. Princeton club should have no problem going back in their records to see that we have not been going there for quite some time.Desired Settlement: I want the $1600+ they are claiming we owe wiped clean.

Business

Response:

I am responding to complaint labeled as #[redacted]. This

membership was purchased and an agreement (which follows all Wisconsin state

guidelines) was signed. This agreement

was for a term of 24 months and doesn’t allow for cancellation based on not

using the club. We certainly understand

when our members have financial hardships and are happy to make adjustments to

payment arrangements in order to help our members through tough times.

We have attempted to contact this member via mail prior to the account showing

as severely past due.

We checked with the company that handles accounts that requires

collections and they stated they have only been in contact with the member one

time…certainly in no way harassing.

We ask that the member honors the membership agreement regarding

payment. As stated, we will certainly

work with member to find payment terms that are acceptable.

Once payment has been made we will also be happy to give back membership

time that wasn’t used during the hardship.

Please feel free to contact me with anything else needed regarding the

membership.

[redacted] GM/VP Princeton Club West

Review: This is a copy of the formal complaint sent certified mail on 05/16/2014 to the Princeton Club locations. Receipt of Certified Mail can be uploaded and provided. The personal trainer I was allowed to work with due to my orientation, my weight was plateaued. I wore a heart rate tracker that provided caloric burn, consistently worked out 6 days a week, logged all my food intake, and provided 24/7 access to the personal trainer for both information pieces. The personal trainer would share text messages with me that I was disliked by the Princeton Club due to my sexual orientation. During my [redacted]e frame of 11/11/2013 - 6/20/2014 I did not loose any weight with consistent paid personal training. The trainer also required additional cash on a consistent basis. I was also being asked by members to change my sexual orientation or leave the gym. I provided this information to the Princeton Club multiple [redacted]es, and the personal trainer I was allowed to work with. I was told to deal with it.

The following complaint was dropped off in-person on May 1st 2014 with [redacted] at the West Side Princeton Club location on Watts Road in Madison, WI. I realized that there is a lot of communication attached. I asked that follow up, or even an acknowledgment, be sent with-in 5 business days.

I would have expec[redacted] a response by May 8th 2014. Today is May 13th 2014, and no communication via email, phone or in person has occurred. I am now sending this certified mail with tracking to each location attention to the management contacts provided by each location.

I expect at acknowledgment or follow up from the Princeton Club no later than Monday May 19th 2014.

It is at this [redacted]e I ask for the following:

o Explicitly clear communication to all the staff and training staff affilia[redacted] with the Princeton Club East and Express locations affilia[redacted] with the Princeton Club East location - that is not working with me, or staff that is not comfortable with me, cease all communications regarding my health status, injury, or my personal information. There is no need to release, comment, or make statements if I am not working with them.

o If current staff I am working with are not comfortable working with me, I am advised of that and all communication as sta[redacted] above cease.

o Follow-up regarding the complaint with-in 5 business days. I realize that may not be enough [redacted]e for a complete resolution. However I request at least an acknowledgment, request for information, or just a general status update.

o All reques[redacted] information (contract, member agreement, privacy disclosure) that was not provided by [redacted] be provided.

o The information and attachments to this final complaint be reviewed. I do not feel that I have been made whole from the series situations that have been documen[redacted] in this final complaint.

Mr. Gerry,

I wan[redacted] to discuss with you today a situation that has been ongoing since October 2013. My goal with meeting / talking with you today is to inform you of the situation. I do not expect you to have a resolution for me today. I would ask at the end of the meeting that you let me know if 5 business days is enough [redacted]e for you to review the information provided today and with a proposed resolution.

A little about myself, I have been a Princeton club member since 2001. A year and half ago, I was extremely overweight 380+ and after losing both my parents with in a 3 month window I realized I needed to take care of myself. I tried on my own and was not doing well, I enlis[redacted] the help of a Princeton Club trainer at the Madison East location (see Attachment A before – after attached) to back up this statement.

When I star[redacted] to make headway in weight loss, people noticed. I work for HP as an IT Field Engineer / Systems Technician, and my client site is Kraft Foods in Madison, WI. My home office employs around 1000 people, and my client site employs over 1500 people. I am frequently supporting these people who have noticed. People that had general interest received the $50.00 referral coupon. People that truly expressed an interest in the gym, working out, personal training, I obtained their information and performed a warm hand off to your manager [redacted] at the East location. This warm hand off was an email to the person interes[redacted] with their contact information. I have attached 19 email examples of this business referral for you (see Attachment B – business referrals). (Last names and email addressed are blacked out for reasons I will disclose later.) [redacted] had advised me that the referrals were too many and asked me to stop unless that were exclusively for the East side locations.

In addition I also worked with my client site Kraft Foods to provide give-a-ways at your Member Appreciation Day on 10/14/2013. (See Attachment C – Member Appreciation). Finally when the Cottage Grove Express location opened, I worked with my apartment management company, Fiduciary Real Estate to provide business referrals for new apartment members, and each year a resident appreciation party is held for all tenants. Princeton Club management [redacted] was invi[redacted] to bring coupons and information to the party (150+ people) for all tenants, and the offer was extended to all Fiduciary Properties. (See Attachment D – Resident Referral).

October 2013

While I am painting a picture for you, I am human am not without fault. In early October while working out at the Princeton Club East Location. On or about the weekend of October 10-14. One of the Princeton Club trainers – [redacted] I was in the changing room starting to get ready, the trainer, [redacted], while either on the clock or not, represents the business / location I was at about the excessive amount of ‘fat’ people at the location. There were some other comments that were less than professional with but relevant to this issue. I am very blunt and I did speak my mind to this person. I am blunt about people that should know better but choose to be stupid. IE people like ‘Tan Mom’ However people that can’t help themselves, IE someone with Down Syndrome, completely unacceptable, and demoralizing.

No one should ever put down someone that only knows what they know. This situation drives me crazy when someone, or in this case, a group of people are trying to better themselves. The nuts and bolts: I said, hey look, you work here and working with people is your job. Obviously (the clients) know they have a problem. They are here to do something about it, they don't need to hear from anyone in here about them being overweight. They are here doing something about it and don't need you, person who works here making fun of them and demotivating them. That is when I was ‘reminded’ I was fat and a [redacted] by then employee of the Princeton Club - [redacted].

Did I have a reply coming, absolutely, I put myself out there and should be able to swallow the soup made in my kitchen. However I was so floored about the [redacted] comment I was just rendered partially mute for a moment. I did report it, but I highly doubt it was taken seriously. I repor[redacted] it to [redacted], who told me he personally hired [redacted] since he was a personal friend, and that was out of character for Lee and would not see that as a serious complaint. My take away was ‘are you serious, this is an issue?’

I bottled it up and at this point. I was approached by [redacted] two weeks later while working out at the Princeton Club East on Saturday October 19, 2013. I was having anxiety about Lee approaching me, and I just kept putting my head down ignoring what he was saying to me. After my work out, I talked to [redacted], which I repor[redacted] the incident too. He told me he advised Lee to talk to me, to work out our issues. I responded that was completely unacceptable, I repor[redacted] an incident to [redacted], I expec[redacted] the response from [redacted]. [redacted] again sta[redacted] that Lee was a personal friend and he can vouch for his integrity. Where I as a member of the Princeton Club for 12 years my creditability was in question. [redacted] asked that I produce statements from members to back up my claim. Anything less than that was considered slander and libel and [redacted] would not stand for it regarding his friends (employees).

I informed [redacted] I didn’t think it was a good idea for me to interview members on my own. I sta[redacted], do you really want me going back to the members in the locker room that day and go back and ask them to file a report? Wouldn’t that just make a bad situation worse? [redacted] reminded me that the Princeton Club is a faith based organization, and that my membership by the Princeton Club was optional by the owners per the contract I signed when I first joined. I sta[redacted] to [redacted], I was telling him the truth, and how this was handled was unprofessional, the conversation got hea[redacted]. I sta[redacted] to [redacted], I am going to talk to my partner about this. If this how you are truly going to resolve this issue, then I need to know how much I owe the Princeton Club to buy out the remainder of my contract. [redacted] replied to clarify if I was quitting, I said no, and I informed him I was done with the conversation and walked away.

There was no follow up from [redacted]. During the next week I was harassed by [redacted] at the East Side Princeton Club multiple [redacted]es. While arriving at the gym, I was checking myself in at the Princeton Club on Social Media, and made the comment “Maybe today I won't have to see a certain pompous staff member that refers to me a the homophobic 'F' word. Good physical health starts with good emotional health. Questioning if that is realized here. Being degraded into some subclass is demotivating emotionally and physically. #attemptingtosuckitup thoughts?”

Little did I realize that my post would receive so much response, by the [redacted]e I was done with my work out, several people would response so soon? I was just venting my frustration about the situation. On Monday 10/28/2013, [redacted] emailed me at my work email that my membership was termina[redacted]. Upon receiving the email, I called the Princeton Club and talked to [redacted]. Based on how the email was written, I asked for clarification. [redacted] explained to me that the Facebook post was slander and libel against his friend. (Who wasn’t even named)? I sta[redacted] that I repor[redacted] the incident to him and he did not respond other than he did not believe me. I further sta[redacted] that the Gym was not mentioned in the post on my behalf.

[redacted] told me had special social media filtering that sends him a report when the Princeton Club is mentioned in social media. I replied to [redacted] that my membership was a membership with myself and my partner. Do you really want me to call my partner (who is also on the Executive board for Madison Pride) and tell him his gym membership was termina[redacted] because I was being harassed because of my sexual orientation by a club trainer, he flat out said I was lying, and refused to address the issue. [redacted] responded with, you asked me how much to terminate your membership. I replied, you are correct, I did ask you that question. [redacted] responded with, well the answer is $0.00 to have you go away. I said, no, that is not what I asked you, and I needed to discuss this with my partner. If the post on my personal Facebook wall is offensive, I will remove it and contact the people that responded to it. I have paid a lot of money for the personal training, and I feel that is not an appropriate response or resolution to this matter. [redacted] responded that he would talk to his management.

[redacted] called me back shortly later indicating he would re-instate the membership if the post were removed and a letter of apology was issued. Later the next week, I talked with [redacted], who asked that in the future talk to him about situations before posting on social media. I asked if there was anything else I could do to rectify the situation. [redacted] asked that I post a review on Yelp! About the gym. I agreed to do so. I wrote the review, several [redacted]es I sent it to [redacted] for review. He finally replied and instruc[redacted] me to go to [redacted]. I sent to [redacted], [redacted] responded ok to post and the post was comple[redacted] per his request. (See Attachment E – Princeton Club October Social Media Incident) attached.

After this event, I took a week off from the gym and personal training to gain perspective and to resolve with myself this issue. I asked [redacted] for a copy of my membership agreement, a set rules of what is expec[redacted] by members, and an outstanding issue regarding me needing to change in the stalls because I was an openly homosexual male. All responded with no response. (See Attachment F – Request for Information)

When I returned to personal training, the quality star[redacted] to deteriorate. I do not fault the trainer. The trainer would be frequently interrup[redacted] by staff and members during training sessions. I understand members asking questions, that is potential business for the Princeton Club. What I don’t understand is why my trainer is always on [redacted]e, at work at in uniform. However other trainers are specifically Jill Jenkins at the Cottage Grove location is never in uniform, (her pictures on the door at the Cottage Grove location does not even have her in Princeton Club trainer uniform), consistently late to her group training classes. Furthermore, Caramel at the Madison East location on one occasion took 10 - 15 minutes of my trainer’s [redacted]e during one of my personal training sessions to figure out her scheduling problems. I sent emails with no response to this issue. (See Attachment G – Training Concerns) attached. If you notice, I mention two locations, my trainer has been jostled around different days at different locations. I have had to consistently adjust my schedule based on the needs of the Princeton Club to meet with the trainer I am paying for one on one [redacted]e with.

In January, after months of plateauing, [redacted] sugges[redacted] to me that I join the biggest loser program the Princeton Club was putting on. I just paid for another round of training (always purchased in 24 packs) and group training with my primary trainer. I was concerned that I was training now 4 days a week and my weight wasn’t really changing. [redacted] had mentioned on several occasions that it was [redacted]e to switch trainers. [redacted] has made mention that my trainers sales were slumping and while he did not directly state it, but did indicate that my trainer was now ‘subpar’.

After a few weeks of plateauing, I decided that a change might not be bad. I was approached by a trainer in McFarland, who I was perfectly fine working with. I know that my primary trainer was not part of the program. When I discussed with [redacted], my concern was weight loss and a trainer that would have [redacted]e for me. It was settled with a coin toss, and [redacted] was my trainer for the Biggest Loser Program. Again I questioned [redacted] if [redacted] would be ideal for my needs. He assured me it was a good change and all would be fine. I comple[redacted] the forms that were reques[redacted] of me and turned into [redacted] and [redacted].

As the 2014 East Biggest Loser program star[redacted], I met with my trainer for a 1:1 session. During that session I discussed the limitations and modifications that my primary personal trainer had sugges[redacted] with me to prevent injury. [redacted] walked me through a routine she wan[redacted] me to do one day a week, the biggest loser program another day a week, and then 2 days of group training with my personal trainer and 2 days of one on one training with my personal trainer, in addition she wan[redacted] me to add elements of her training to the end of my training / work out each day.

On Saturday 2/8/2014 – Met with [redacted] at 7:30 AM to go over 1:1 session for Biggest Loser during week #2.

On Monday 2/10/2014 – after attempting to complete the training session [redacted] had sugges[redacted]. I sent an email recapping her request and issues with pain with the work out. No response.

On Saturday 2/15/2014 – after the Biggest Loser class I wai[redacted] for [redacted]’s regulars to finish up with their questions, so I cleaned up putting away Kettle bells and mats. By the [redacted]e I came back [redacted] was in a personal training session. I have been interrup[redacted] several [redacted]es during my personal training sessions, so I did not interrupt [redacted]. I did talk to [redacted] on my way out discussing that I was concerned that I did not receive any information about nutrition, as that was my primary goal with the Biggest Loser program. I offered to [redacted] that if I needed to purchase additional [redacted]e with [redacted] for diet and nutrition I was willing to do that. It was at that [redacted]e [redacted] informed me that [redacted] had two classes of 15 people and was overbooked. He also informed me that the East side use to offer nutrition services, but it didn’t sell very well so he got rid of the nutrition program. He said that he would check with West for options. Again I offered to pay. In a follow up email to me. (See Attachment I – Nutrition Concerns). [redacted] indicates that I should defer back to my primary trainer for nutrition concerns. Please note at this point the Primary Trainer deferred me to the Biggest Loser Program -> [redacted], who recommended [redacted], [redacted] who had yet to discuss or provide me with any information. I deferred back to [redacted], who sent me back to my primary trainer. When discussed with my primary trainer, the question came up, why am I even doing the Biggest Loser program if I am not getting what I need out of it, and he felt I was at risk of injuring myself and no one was listening to his concerns.

On Sunday 2/16/2014 – I sent a follow up email to [redacted] after attempting to complete her recommended work out again, again citing pain and concern with the workout.

On Saturday 2/22/2014 – During the Biggest Loser class I was attempting to tell [redacted] that I was in pain and the prescribed work out was hurting. I felt like I was being ignored, I pressed on since she was not acknowledging me. I kept saying this hurts, but again was ignored with being told lets go, move it, etc. (I have been in several group classes and understand that this is typical slang / lingo that is used).

After the class [redacted] sta[redacted] she wan[redacted] to talk to me. I was in pain and I told her that. [redacted] was going over her notes with me indicating I was eating too many carbs at dinner. I ci[redacted] back to my food logs indicating I was eating chicken breast, spinach, salsa and guacamole 5 nights a week for dinner, and I don’t see where there were carbohydrates in the meal. Was she even reading my notes? I also discussed with [redacted] why she hasn’t responded to my emails, or why she wasn’t listening to me in class. She explained that she was extremely busy, has her own clients to handle plus over loaded classes, and seemed very offended by my behavior. She had made it very clear that she was uncomfortable working with me on diet and nutrition. Repea[redacted] a few [redacted]es, made it very clear she was uncomfortable working with me. I said, [redacted], are you offended that I am openly gay? At that point [redacted] was very upset with me about my rudeness. I could tell that I struck a nerve that I did not intend to. After [redacted] ran[redacted] about my attitude. I informed [redacted] that I was not going to take up any more of her [redacted]e today. I know you have personal clients to get to, so I am going to leave.

On Sunday 2/23/2014 – I followed up with an email to [redacted] apologizing if my questions were rude, however I was reaching out to her and she was not responding. Included the original emails I sent to her. Expressed my concern that my indications from her was that she was not interes[redacted] in working with me.

On Monday 2/24/2014 – 1st email from [redacted] received. Email indicates that everyone that expressed interest received the information. (This was the entire reason why I joined this program).

On Monday 2/24/2014 – I acknowledge [redacted]s response. I indicate to her that I am injured and in pain.

While at work, my supervisor notices that I am unable to lift simple things like laptops with my left side without issue. He asks if I am ok, I say I am just sore.

On Tuesday 2/25/2014, I drop and break a brand new Ultra book on the floor from my left side. My supervisor tells me I need to go to the doctor and figure out what it is going on, he can see a visible bulge on my left shoulder. I make an appointment at my clinic and am seen at UW Health at 4:30 PM on Tuesday 2/25/2014. The doctor indica[redacted] 2-3 days’ rest, followed with no use of left arm /shoulder for one month until re-evalua[redacted] for acute rotator cuff tear.

I follow up with my trainers and [redacted] with the limitations and information from UW Health. On Tuesday 2/25/2014 via email at 7:29 PM.

On Wednesday 2/26/2014 - My employer discusses with me due to a pilot project we are working on that I need to heal from my injury and follow doctor’s advice. I was asked a series of questions since I essentially drop and broke a 2300.00 Ultra book / laptop that weighs only 2.5 lbs. on my watch. I agree to compensate back for the damage if required. I was asked not highlight my injury but to work within the constraints of it at the client site I report to.

On the night of Wednesday 2/26/2014 – I had a training class / session scheduled. I discuss with my primary trainer, he indicates that he can’t proceed with me until there is an injury report filed with the Princeton Club. I follow up via email with [redacted]. I express in email my deep frustration regarding this entire incident, as I felt the injury could have been preven[redacted], and I communica[redacted] multiple [redacted]es that I needed help and I was having pain from the prescribed work out being provided. I pick up the injury report at Princeton Club East, [redacted] provided me the form, and instruc[redacted] me to email the form to [redacted] as written on a business card.

I comple[redacted] the injury report, however I had concerns about the email address.

On Thursday 2/27/2014 - I called the gym on Thursday, [redacted] indica[redacted] that he did not receive the report. I express to [redacted] my concern for privacy regarding this matter, and I resent the report to [redacted]@princetonclub.net [redacted] followed up that he received the report.

I received a follow up voicemail from [redacted] 2-27-2014 12-14-38 PM (CD Audio attached). Indicating that I was not to follow up with [redacted] multiple [redacted]es, and the resolution would be a full refund of the funds from the Biggest Loser program since I was dissatisfied with the program. (See Attachment J – Injury and Complaint)

On Friday 2/28/2014 – I followed up with my primary trainer since the 2-3 window has passed from my doctor, asking what modifications could be made. My primary trainer indica[redacted] he has not received any information from the [redacted] or the Princeton Club. I indicate that I will follow up.

On Saturday 3/1/2014 – Around 4:40 PM I walk into the Princeton Club East with the intention of doing a cardio workout and maybe soaking in the hot tub. I am gree[redacted] at the front desk by Pauline, who was in the Biggest Loser class that I was in. Pauline, without me asking, offers up an apology about my “injury”. I listen to her tell me that the class was informed that I was injured from not following directions and was not part of the biggest loser program anymore, but I would be working out with another trainer in the gym to work on my injury. I just replied, yeah. At this point, I am livid, I just walked in the door, and I hear a story from the person working at the front desk that was share with a bunch of other people regarding my injury, when I clearly asked for privacy regarding the matter. Furthermore, I shouldn’t have to *ask* for privacy regarding my own personal health. I assume that the Princeton Club is a professional organization that works with people and disclosure of health issues on a daily basis.

Following the conversation with Pauline, I asked if [redacted] was available. Pauline told me to head back to his desk. I walked towards his desk, I say, hey my trainer, and I need to know what protocol is for working out after reporting and Injury. What transpired was a 5-10 minute loud rant from [redacted]. I remember that he told me he doesn’t get involved with trainers an clients I could figure that out for myself. He told me that I made his friends, his friends and his employees brought to their knees in tears because I am so difficult to work with, and he was not going to tolerate it anymore. As he packed his bag to leave for the night, just ranting about how I seem to feel entitled because I spend money at the club, that there are plenty of other people that spend more money than I do, and everyone gets the same service. He sta[redacted], I could be a good client when I am referring business and paying for my services with the Princeton Club, however every [redacted]e I open my mouth it was nothing but a headache for him. He has spent the most [redacted]e working through my issues. He sta[redacted] he had tried to ‘save me’ multiple [redacted]es and he never met a person until he met me that just wasn’t worth his [redacted]e, and he was ‘done’. I stood speechless during his rant. At the end, I just replied, Thanks for your [redacted]e [redacted], have a good night and walked away. I went to into the bathroom to change, realized I was about to have a panic attack, went into the bathroom stall and had a full blown panic attack.

I attempt a work out realizing that I am so upset I forget the remainder of events that transpired. Later that night, I realized I made [redacted] upset, and therefore I should apologize. I typed up and emailed my apology. (See Attachment K – Apology). In my apology I disclosed information about myself. I assumed that the information would remain confidential. In the apology, I acknowledge that I would not engage [redacted], as it is a point of contention.

In the meanwhile:

• Tuesday 2/25/2014 – see doctor, advised that entire shoulder is inflamed and irrita[redacted], most likely a rotator cuff tear. Doctor advises no left side activity until 03/31/2014 until follow up.

• Monday 3/31/2014 – follow up with doctor, advises that injury is not acute, advises physical therapy is needed, and prescribes referral for physical therapy. Advises on limi[redacted] activity with left arm.

• Thursday 4/10/2014 – see UW Health Physical Therapist at Princeton Club East – after exam, physical therapist calls over 2 other therapist. They advise they need to stop any therapy, they believe I have a hairline clavicle fracture.

• Thursday 4/10/2014 – Radiology performs imaging.

• Friday 4/11/2014 – advised by medical follow up that additional imaging required, possible hairline fracture but additional imaging needed.

• Monday 4/14/2014 – additional radiology performed

• Tuesday 4/15/2014 – medical follow up advises that if a fracture occurred it was healing or healed since it was about 2 months past. Referred back to physical therapy.

• Thursday 4/24/2014 – follow up at UW Health Physical Therapist at Princeton Club East, prescribed work outs for recovery. Discuss conflict of interest, injury occurred at the same place location UW Health Rehabilitation Services. Follow ups moved to non-Princeton Club locations.

• (See Attachment L – Injury – Medical Follow-up)

I continued my training as my trainer felt it was acceptable to do so with not working the upper body. I signed up for group training classes (2 sets) at the Cottage Grove location, with the intention they are cardio based.

Shortly after 2/26/2014, I star[redacted] to receive anonymous messages on social media and my involvement with the Princeton Club. Mostly derogatory towards me and biblical in reference to my sexual orientation. When I could see the messages, I was not able to respond as the user did not exist or had blocked me. I was contac[redacted] by other members of the Princeton Club asking my involvement or concerns with [redacted]. The frequency of the messages kept occurring. Clients at my workplace were asking about my injury. One client had direct communication from personal trainer Kim Norland (whom I have never worked with, or engaged) that I was a psycho, making false claims about other trainers, and faking medical problems. My employer advised me to contact the gym and ask that the communication stop. I called Princeton Club East and discussed with [redacted] that I asked that the injury remain private.

In the meanwhile the information I disclosed in the apology were released to someone, as I had staff asking me if I was on my anti-psychotic drugs at the prescribed dosage while at the Princeton Club East Location. As recently as 4/26/2014 while working out at the Princeton Club East location on a Saturday morning, I was questioned as why a homosexual was allowed in the gym during family [redacted]e. This occurred in the locker room between 12:00 – 12:10 PM while Princeton Club staff was present in the locker room. I attached two examples. It is to the point that I do not feel comfortable or welcomed at the Princeton Club East side location(s). In addition, I have not lost any weight since November while paying for personal training services from the Princeton Club. (See Attachment M – Harassment).

Based on the documentation provided and the statements made by the Princeton Club staff.

• Everyone gets the same service? People report pain and problems for two weeks and no one responds? The email trail shows that I included him in the response. No one takes ownership or action.

• It is not my responsibility as a member to know who the manager’s employees and friends are. In most businesses fraternizing with employees by management is not tolera[redacted], and grounds for termination.

• This injury while working out with the prescribed work out could have been, and should have been preven[redacted].

• My personal information, my personal health history, is personal. I am completely baffled that it is openly shared, not only with staff, but with other members. Being gree[redacted] by the front desk clerks with their own variation of my medical information is completely unacceptable.

• While the refund of the biggest loser program fees, while not request but forced on to me as an only option was a gesture it doesn’t cover:

o Medical Expenses

o Lost [redacted]e and wages from Work

o Lost [redacted]e and wages from Personal Business

o Damage that I have done because of my injury at work

• The situations lis[redacted] above that have occurred while at the Princeton Club has caused me

o Additional Anxiety and Stress

o Physical Injury

o Emotional Distress

• The lack of professional services, which I have not seen results from since November 2013 doesn’t cover the chances I provided to the training staff while being jostled around and injured. I have paid out of pocket to the Princeton Club for the following:

o Monthly Membership Fees

o Group Training Classes – Cottage Grove location – Monthly Basis

o 2 sets of 24 personal Training Sessions for a total of 48 - 1 hour personal training sessions.

At this [redacted]e I am willing to do the following:

o I have ceased all social media post regarding the Princeton Club due to the harassment as a means of resolution. I will continue not to make social media post regarding my location at the Princeton Club or any or all post about the Princeton Club.

o I have stopped wearing all Princeton Club branded merchandise. I will turn this in if required.

o Allow appropriate [redacted]e for the Princeton Club to review and respond to the final complaint before seeking other resources for resolution.

o If required, I can cease attending training classes, group X classes, 1 on 1 personal training sessions. Again, if required.

o Any additional request that I have not realized to be appropriate for this request.

It is at this [redacted]e I ask for the following:

o Explicitly clear communication to all the staff and training staff affilia[redacted] with the Princeton Club East and Express locations affilia[redacted] with the Princeton Club East location - that is not working with me, or staff that is not comfortable with me, cease all communications regarding my health status, injury, or my personal information. There is no need to release, comment, or make statements if I am not working with them.

o If current staff I am working with are not comfortable working with me, I am advised of that and all communication as sta[redacted] above cease.

o Follow-up regarding the complaint with-in 5 business days. I realize that may not be enough [redacted]e for a complete resolution. However I request at least an acknowledgment, request for information, or just a general status update.

o All reques[redacted] information (contract, member agreement, privacy disclosure) that was not provided by [redacted] be provided.

o The information and attachments to this final complaint be reviewed. I do not feel that I have been made whole from the series situations that have been documen[redacted] in this final complaint.Desired Settlement: Refund all funds, fees, personal training, CASH fees required by personal trainer paid for personal training from 10/28/2013 - Current. I stopped personal training and froze the membership with the gym on or about 06/21/2014. The Gym continues to withdraw fees from my checking account. The amount lis[redacted] is a best guess es[redacted]ate since I have not received detail billing information from the Princeton Club or the cash fees required by the trainer. Terminate Gym membership at no charge after refunding all other fees for services not rendered, membership should not be termina[redacted] until this problem is resolved in full.

Business

Response:

To Whom It May Concern:

Review: Myself and another person were swimming laps in the pool when two minors began throwing items around in the pool and pool area. The person with me asked them to stop, they did not, and so he went to report them to the employee on duty. The employee on duty was rude and sarcastic with my fiancé. The employee did a walk through of the pool area, but said nothing to the two minors causing the problem. I called the next business day and spoke to the manager who assured me he would look at the surveillance tapes and speak with the employee. After two days, I called the manager back and he stated that they were having technical issues with their tapes and had not been able to view them. Manager also stated that nothing would change with employee. I explained that I did not feel safe in the facility if staff was not going to take control when there were problems and that I wanted out of my contract. Manager stated that they would not let me out of contract and would send me to collections.Desired Settlement: To be released from Princeton Club membership contract, with no collection or legal action taken.

Business

Response:

I am responding to complaint #[redacted].