Rascals Fitness

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I was never contacted by Rascals as stated in the previous message, I even went to the gym and worked out during those said monthsEvery time a member enters the gym you must scan your card (which shows your picture to the staff)and I was never ever told about my accountI'm sure I wouldn't have be able to work out and utilize my membershipIf there was an issue after all those months of not paying wouldn't you try to make contact, she stated she did but there were no calls or e-mails or personal contact by anyone from Rascals
Regards,
*** Taylor

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** *** *** Here are all the attempts we made to let *** *** know her account was past dueThese are Calls and emails sent out I also attached a copy of her agreement which clearly states
our policy for declined payments *** was months past due and the funny thing is I waived February and March late fees for her! ($40) I actually credited $back for April late fees when we were able to charge her the past dues so her balance was $ and felt bad for her so credited in a separate transaction the same day the March $20! Please let me know if you need anything else to remove her bad comments from our good name.thank you,PattyPlease reply to me that you got this and the result.PattyRascals billing***
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Please see attachment.Business Provided Supporting Confidential Documentation

Review: My 1-year membership end date was approaching and I emailed the owner and said do not renew it as I have moved over 20 miles away from the facility. He asked that I submit a cancellation form regardless and I also mentioned that there should not be a $25 cancellation fee because I was not cancelling, but I was ending y 1-year contract. [redacted], the owner, said yes all is fine. I was then charged membership dues for the month 13 and 14 (April and May) and then also charged a cancellation fee in May. I have had had numerous communications with the owner and the club and have followed the policy with the form and was proactive in [redacted]h 2013 with the cancellation form knowing that April was the last month. The owner is rude and unwilling to even see that I am upset and frustrated and I have been super patient. Charge after charge- email with the form and email. I sent the form 3 times. He makes it impossible to get out of a lousy contract. I moved in October and so I stayed patient and waited until the 12-month expired and I still can't get out of it. He wants to argue with me that it is a cancellation- when in fact it is a "do not renew". Then emails me and says that I am not allowed to defame or file a complaint about his gym. It is my right to let people know all the issues with the contract and his policies. He took $65 from me in two months & I sent the form in [redacted]h.Desired Settlement: I just want my money back.

Business

Response:

I will attach the original email sent to [redacted] in reference to her question "how do I cancel my membership?". Rather than following the instructions in her agreement as well as in the below email sent in Sept 2012 [redacted] waited until April 2013 to send the cancellation request. We understand her frustrations because this delay caused her to be billed multiple times because we never received the needed authorization to cancel. The below email shows her asking if she can use an email to cancel her membership on 9/07/12. We responded to her question and provided a link to explain how to proceed. He membership has since been cancelled and her last payment was 5/15. Any questions please let us know. We have done nothing wrong in conjunction with our agreement. We are not sure what [redacted] wants.