Unfortunately, about the only thing accurate in this complaint is that they signed up for a membership and cancelled it. It appears she wanted to keep taking sessions because a friend had bought a groupon, but once an account is cancelled, it is no longer valid. If there was any confusion, it...
was because they cancelled it with the billing company without speaking to us and while still using the services. Once the billing company informed us the account was cancelled, we informed [redacted] that people who cancel memberships can not continue to use them. I am not sure why that was so difficult to understand?As per state law, ALL memberships are held by the billing company for three days because of "buyer's right to cancel", [redacted] attempted to make an issue of this. We showed her on a computer screen that the account was cancelled. She then demanded proof. We told her other than the fact that it said "cancelled" in the computer system, she could call the billing company if she wanted written proof. That resulted in her friend calling a member of staff "stupid". [redacted] claims she wants to membership cancelled. It IS cancelled. But people can't use cancelled memberships, even if they have friends who bought a groupon. It should be rather simple and straightforward, yet our staff was subjected to insults and rude behavior.Again, for the record, we are not attempting to take any money from [redacted]. As far as we are concerned, she is cancelled. Why she thinks she can continue to use a membership that is cancelled is the real issue here.
Unfortunately, about the only thing accurate in this complaint is that they signed up for a membership and cancelled it. It appears she wanted to keep taking sessions because a friend had bought a groupon, but once an account is cancelled, it is no longer valid. If there was any confusion, it...
was because they cancelled it with the billing company without speaking to us and while still using the services. Once the billing company informed us the account was cancelled, we informed [redacted] that people who cancel memberships can not continue to use them. I am not sure why that was so difficult to understand?As per state law, ALL memberships are held by the billing company for three days because of "buyer's right to cancel", [redacted] attempted to make an issue of this. We showed her on a computer screen that the account was cancelled. She then demanded proof. We told her other than the fact that it said "cancelled" in the computer system, she could call the billing company if she wanted written proof. That resulted in her friend calling a member of staff "stupid". [redacted] claims she wants to membership cancelled. It IS cancelled. But people can't use cancelled memberships, even if they have friends who bought a groupon. It should be rather simple and straightforward, yet our staff was subjected to insults and rude behavior.Again, for the record, we are not attempting to take any money from [redacted]. As far as we are concerned, she is cancelled. Why she thinks she can continue to use a membership that is cancelled is the real issue here.