Republic Bank of Chicago

Initial Business Response /* (1000, 5, 2015/05/07) */
Contact Name and Title: Stephanie ** R***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@eastlakeclubs.com
It is our company policy that no one except Eastlake employee's can give instruction to any memberThis applies for
Tennis, Baseball, Basketball, Soccer, Racquetball and personal trainingThe club carries liability insurance to cover our employee's should a member be injured in the course of trainingLetting members train one another especially when a minor child is involved exposes the club to a huge liability should a injury occurThere are certain requirements that instructors of every department much need in order to be employed by the clubFor this reason we can not allow your friend to train your son in our facilities
OFFER:
If customer wishes to cancel membership due to friend not being allowed to train son on our basketball court, we are willing to do that
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Liability insurance issues during open gym period would also apply to pick up games during that time as well, yet these are not restrictedI have contacted an attorney who has confirmed that this position is not validTwo individuals running drills during open gym is no different than people deciding to play a pick up gameNo documentation could be provided upon request supporting this positionI will be contacting an attorney regarding litigation in this matter

Initial Business Response /* (1000, 5, 2017/07/19) */
The claimant signed a year contract with us in November of The contract clearly states that it is a year contract that rolls into a month to month plan after the yearIt also states the in order to cancel the account a day
cancellation form must be filled outFurthermore, the signed contract states that they are responsible for any balance on the account and fees accumulated in the collection process
This is the first time I have heard anything of any medical conditionsHad we had some kind of record of a medical condition from the doctor on file we could have worked with them on the remainder of the contractWe don not have any record of this or a cancellation form on fileWe would like a copy of the doctor's note stating that they are unable to use the facilities for our records if this is possible
Ordinarily, when a payment is due and does not go through we will send multiple emails, call the member and send letters through the mail letting them know that the payment hasn't gone throughThis is a different case because the payments were going through so there was no need for these attempts of collections but they would then dispute it through the credit card companyAfter times of disputing the charges, the account was sent to collections for the amount that was disputed and the remainder of the contractWe are more than willing to work with our members, especially if there is a medical issueNotes are put on the account when we speak to a member, send letters, send email or if there is any other situation that we need to make note ofThis particular account does not have these notes which means that we have no record of them trying to work this out with usIt is possible that the member called the front desk of one of our locations and asked to speak to the managerIf they had, the best way to reach any of the managers that would have been able to help with their situation is by emailWe have locations and the territorial and distract managers travel between them on a daily basis so there is no guarantee which location they will be at but they check their emails dailyEmail is the best way to contact them
I have attached a copy of the year contract and a copy of the credit card disputeIf you need any more information please let us know so we can get this matter resolved
Initial Consumer Rebuttal /* (3000, 7, 2017/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per your request, following is the Doctor's not stating the reason, why we are cancelling/wanting to cancel the membership
"We are more than willing to work with our members, especially if there is a medical issueNotes are put on the account when we speak to a member, send letters, send email or if there is any other situation that we need to make note ofThis particular account does not have these notes which means that we have no record of them trying to work this out with usIt is possible that the member called the front desk of one of our locations and asked to speak to the managerIf they had, the best way to reach any of the managers that would have been able to help with their situation is by emailWe have locations and the territorial and distract managers travel between them on a daily basis so there is no guarantee which location they will be at but they check their emails dailyEmail is the best way to contact them."
This response shows that you are willing to work with the membersI do appreciate thatI have found copy of the cancellation request that was submitted on Apr 3, 2017, in person at one of the locationAs I stated, I never received any response to this requestI would have understood, if there was a response stating that I would need to pay for this month, per your day notice
I am not sure why there are no notes into the accountPossibly same reasons onto why there is not cancellation request on the account, but As I have attached the proof that we did follow the process given to usIf the cancellation request was not to be acknowledge, we should not have been provided with one
There were three occasions where we had called to ask in what I needed to doHowever, when I made call to find out about notice I received from collection, I was told, I did not submit any requestThere is no record on the account that I had calledAnd as I motioned, I was shown attitude at CR location by an employee and given option to pay the balance or pay the balance
I have attached Doctor's Note and cancellation request copyPlease let me know how we can work this out!
Final Business Response /* (4000, 9, 2017/08/03) */
After reviewing the documents attached and looking at the account with us we feel that it is more than fair to request that she pay months balance in the amount of *** and we will forgive the restThe doctor note attached is dated July 26, and the cancellation request is dated April of The doctor's note is date months after the cancellation formOur policy is a day written cancellation request, so she would be responsible for any balance on the account through the month of MayHowever, there were times that the monthly dues that we collected were disputed through her Credit Card company, the charges for March, April and MayIn an effort to be as fair as possible and resolve this issue we just ask that of the disputed charges are paidWe will honor the cancellation request and waive the period, therefore, forgiving the remainder of the contract
Final Consumer Response /* (2000, 11, 2017/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
What is requested from Eastlake club is fair and I'm willing to the *** requested amount to cover the dispute for March and April
May I please get contact info for my reference as the payment is being processedI am okay with manager's email
Please let me know the process for the paymentI want to make sure that this on record and would provide copy of the closure

Initial Business Response /* (1000, 5, 2017/10/20) */
Contact Name and Title: Jeremy ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@eastlakeclubs.com
To address the consumer and all prospective viewers of this case,
With a large network member database, we rely on our staff processes
and policies to ensure operational efficiencyOur cancellation policy is listed on our written contract that all members signThat being said, we have made the exception to our policy due to this specific case, in which the consumer has relocated outside of our area and granted a void and return of the final $chargeWe hope that this satisfies the case at hand and lets others know that our Upper Management is available to solve for all special case circumstances
Thank you,
Eastlake Management
Initial Consumer Rebuttal /* (2000, 7, 2017/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They refunded the amount that I felt was wrongly charged, I wish they would modify their contract and let people cancel within days and not being chargedIt is a gym membership you should be locked into a contract like that

Initial Business Response /* (1000, 5, 2015/12/23) */
Contact Name and Title: Stephanie [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@eastlakeclubs.com
The account has been canceled and the $25.00 has been refunded to the members card. It normally takes three to five business...

days to appear in the members account, there may be a delay with the holidays.
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2015/12/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)