Regymen Fitness Reviews (%countItem)
Regymen Fitness Rating
Address: 5007 N Davis HWY #14, Pensacola, Florida, United States, 32504
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My fiancé and I went to regymen on a free workout. When we were done with the workout the girl kept begging us to sign the contract and we kept saying 'no we don't want to? the front desk lady and the fitness instructor we're coming at us saying 'oh well you need to lose weight? and 'you need to be healthier? and we kept saying 'NO? so we walk to the front and she keeps begging and saying how the trainer isn't going to get paid for our one time free workout. We still kept saying 'no.? She finally puts a piece of paper in front of us and says 'okay so the card on file is the one we can start taking money out of'? She tells us that the contract basically says that if we cancel a class before the time we start one we will owe them money, so we say okay and sign the paper so we can go home. A couple days later they call and say our billing didn't go through and we need to update it, I told them we were going through hard times and decided we don't want our cards in their system anymore and they tell us we have to physically come up there and sign a form saying that. I told her and multiple others we were going through financial hardships and we didn't have the time and could we please just do it over the phone and they all say 'no.? We go up there a couple weeks ago because we were right by regymen and we sign papers to release our card and they say we owe $400. I asked 'why'? And they said because they kept trying to bill us and nothing came out. I told the owner the situation with our money and how we felt forced to sign that paper and he said 'SHE DIDNT PICK UP A PEN AND PUT IT IN YOUR HAND AND FORCE YOU TO WRITE.? And I didn't say anything 'and he said 'thank you.? In a rude way. We signed release forms and they are still taking out and they have overdrawn my bank account.
Refund I want them to refund my overdrawn money and stop trying to take money out of my card because I never went back after my free workout.
Contact Name and Title: ***, Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@gmail.com
We at REGYMEN Fitness do offer a free workout trial to guests that are looking for help with their fitness goals. After the free workout the coaches and team members will review goals with guest and go over membership packages that align with their needs. At no point did our team 'beg' for this person to join. Our team member also did not say to this person that 'the trainer isn't going to get paid for our one time free workout.' We offer one free workout to all local guests who reserve a time with us, and the coaches are paid for this time, as they would be with any workout. Once someone says they would like to get a membership with us, then they are presented with a membership agreement where we go over all of our policies and procedures and the guest initials and signs that they agree to the terms. At any point during this process they can decide that they don't want to do the membership, just like any other business transaction. There are 4 initials and 2 signatures that the team member would go over with the guest in order to complete the membership agreement. The membership agreement covers our automatic renewal & 30 day cancellation policy, which states that the membership will automatically draft from the card on file on the same day each month. If the member wishes to cancel, they must come into the studio and fill out a cancellation form, at which point they will have one final billing date, and the membership is terminated. The team member goes over this policy and the guest initials and signs that they understand the policy. After going over and signing everything on the membership agreement, the team member will confirm what card that the guest would like to use for their membership. In this case the guest took their free workout on 11/7 and decided to sign up with our best membership, but requested for the membership to start on 11/9/19 so that is the date that was listed on the agreement and the date the membership was set to run. On 11/9/19, the payment for the membership failed to process so we called to get it resolved and get an updated payment method. When she answered she accused the team member of us taking all of her money and said she wants her money back. The team member informed her that we hadn't taken any money since the payment declined and went over the cancellation policy again that was covered on 11/7/19 when she signed up for the membership. On 11/12/19, we called her again to follow up in the decline. She stated that they would not be able to join because of U-Haul "taking all of their money". We informed her again that they already joined but if they need to cancel they can, and went over the cancellation and automatic renewal policy again with them a third time. We explained that the membership would continue to charge for each month on the 9th since they signed up for that. We let her know that there is a 30- day cancel policy but that if she came in to cancel before 12/9/19 that we would waive the final billing date due to her financial situation and she said okay. We called to follow up with her and attempt to resolve the decline payment and remind her to come in and cancel if she needed to on the following dates: 11/20/19, 11/21/19, 12/3/19, 12/9/19, 12/31/19, 1/6/20, 1/9/20, and 1/14/20. She never came in to cancel or answered the phone after our conversation 11/12/19. The membership are set up on automatic renewal so decline payments will attempt to run each day at midnight until payment is collected or membership is cancelled. As stated in the membership agreement, the membership continued to renew each month on the 9th, accruing 3 months ($417.00) worth of owed decline payments. One payment successfully ran on her account on 1/20/20, which was from her first month of membership dues. On 1/23/20 she and her boyfriend came in to the studio to cancel the memberships. We went over all of the policies again as well as the owed payments, and let her know that we cannot cancel a membership with an outstanding balance but that as soon as the $417 owed dues is paid that we can cancel her membership. We filled out form stating last billing date of 2/9/20, and effective termination date of 3/8/20, notating "cancellation is null and void unless payment is made prior to the next renewal date on 2/9/20." All membership policies were explained in full at the time signed up and throughout the process and when her situation changed and she wanted to cancel, we communicated clearly how to go about cancelling and pertinent dates. We continued to follow up on a regular basis as a courtesy reminder to come in and cancel so that the membership would not continue to renew and she ceased responding to contact and failed to come in and cancel the membership prior to the renewal dates.
(The consumer indicated he/she DID NOT accept the response from the business.)
While my fiancé and I were at Regymen we never saw an owner or manager around us. I wish they would have been around. When we went to sign the release forms the manager (or owner), not sure who he is, was taking up for his employee which is awesome, but we also did sign some papers while there (not sure what I signed because apparently it's not to release my card.) when they do not even know the situation and was not around to hear what was said they cannot say those things were never said. He has no input on if she begged us to join (which she did.) She was trying to be a good sales person and in turn it turned to begging.
We were asked over the phone when we scheduled our free workout to put a card on file, that is the card they are trying to take out of. They called me several times and I told them every single time that we just moved and like they said, uhaul was refunding us our money from a mistake they made. I explained this to them every single time and they were very understanding. I was never reminded of any kind of policies on the phone other than having to come in and sign release forms, in which I told multiple people "I do not have any time to come sign the forms can we please do it over the phone." In which they said "no" and "I would have to come sign a form" and I said "I will try to make it." I was never told I would owe money if they kept trying to bill me, so when I actually went up there I was very surprised that I owed $400. I was confused because I never went back to workout and they still said I owed money. I was also mad because kaitlyn never told us that. Like I said she basically told us "that if the class starts and we cancel an hour before then we would have to pay extra money." I remember my Fiancé and I talking about how disrespectful it was for her to basically call me fat (when I have body dysmorphia), not to mention- she said that she gained a lot of weight just sitting at home when she didn't have a job and when she came to regymen that's when she started losing weight, she was also saying how she loves to workout for free because she works there. She also said that the trainer wouldn't get paid for a free workout (which I was thinking was a strategy she had to sell a membership.) I was NEVER told they would waive a final billing date because of our situation because 1. We never knew we had to pay anything and 2. If we knew we had to pay anything then we would've went up there and done it a long time ago.
I do not remember having anyone discuss anything about billing dates and canceling, if it was done then I must be stupid.
I do not know what they mean by "she failed to come in and cancel the membership prior to the renewal dates" because I did go up there and sign papers that I thought was a release form but I guess it was not.
Just because we signed those papers when we went in the first time, does not mean that everything was explained to us the right way. If it would have been explained the right way then we would've went and canceled our card ASAP and paid whatever we owed, but once again, we did not know we would owe anything.